West USA Realty

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and thank the Revdex.com and other contacts who made complaints on our behalf, receiving refunds due We take issue as to who's at fault regarding the matter, expecting tenants to start moeven though repairs and numerous broken promises weren't kept is a breach by the realty agent in this matter It's not the renter's responsibility to pay for necessary repairs that should have been done before move-in, or waiting for refund because the money was spent for outstanding bills on the property It's questionable whether any of those repairs have ever been done, but that promises to leave door openers and keys, for our use and gas company entrance, weren't kept regarding any of these matters We shouldn't have experienced stress, wondering if we could move if repairs would be done, or unnecessarily paying to connect utilities Paying cash to check credit, requesting a receipt that was a hand written scrap of paper, knowing our current landlord wasn't contacted, seems questionable No one should move into a house before it's clean and safe, we don't consider generosity to be a factor in the handling of this matter, we paid and were forgotten Delivering written requests to the realty office, leaving voice mail messages and e-mail didn't receive response It's most likely outside pressure sparked a sudden response, leading to a refund, whether the property was re-rented or our money had been spent shouldn't have been a factor We contacted the corporate office when our agent didn't respond, who promised we'd hear from her that day, it was several days later before she called, saying she'd check with the owner, it was another days before receiving that call, saying partial payment would be made, I responded, full payment is expected, we didn't "change our minds", deciding not to move in, it was due to negligence and delays by the rental agent We're thankful for resolution and consider this complaint resolved upon what was a terrible experience Regards, [redacted] ***

This will be my final response; this is the 3rd letter I have sentPlease know I will not respond beyond this letterPlease do not request another reply from West USA Realty in this matterNamely, we stand by our early repliesIt is acceptable to me if you need to place us on your list of unresolved complaints.Sincerely, [redacted] Designated Broker

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Thank you Revdex.com for taking the time to review and report on all businesses whether they are your members or not My hope is that future clients will do research on the company they hire, that they will not make the serious mistake that I made by hiring West USA Reality I have read *** ***s letter, I understand why he thinks "his Facts" are correct His documentation to his brokers at West USA Realty only confirms what I have been saying As for not mentioning missing items, filthy house that he promised would be clean this was all brought to his attention the evening of November 21st one hour after receiving keys to our house from him We were told "sheds" were not in contract On November 21st ***, informed myself, my husband, *** *** and my mother, *** ***, that the client he had taken to my property located at: *** ** *** *** *** ** *** on November 20th 2014., was very interested in purchasing as is, for the appraised amt, and would like to close in days *** proceeded to tell us that the potential buyer asked him if the property had been appraised*** told him YES and that “by Law” he had to give the appraisal to him My instincts were correct, This is not the “law” in fact my commercial appraisal that I had paid some for is mine! I hired West USA Reality to Sell the above listed Property How many other potential buyers did this sales rep give my appraisal to?, This was a big mistake for any agent, this is the 1st lesson that every agent should know! I lost all negotiations with potential buyer of roughly 150KThis Sales representative does not know what he is doingI asked *** *** to write up the offer and give it to me, He said the potential buyer was going to wait until after the Thanksgiving holiday.
When we had some other issues with a home my husband I purchased with *** *** representing us His lack of knowledge was a disaster I was forced to contact his broker after arguing and having to point out that every standard contract shows sheds as the last item listed When I contacted *** *** - Managing Broker, He agreed that my appraisal should not have been given to the potential buyer He was going to talk with ***, after doing so he suggested that we list the property with another agent at west USA and towards the PROBLEMS on the home we just purchased This was not acceptable, I then contacted: *** *** "Broker" he, advised me that he had me on speaker phone so that he could have a witness He offered $and a lot of advice on small claims against the sellers He agreed to release the Laveen property to me “not to be listed with West USA “ he would not reimburse the I paid for the commercial appraisal, or anything to do with the mistake his independent contractor *** *** negligently did He also wanted me to sign something releasing them of all further claims This is outrageous, and simply not acceptable. West USA *** *** Sales Representative or "independent contractor"“Independent Contractor” is an IRS designation for tax purposes only. A salesperson or associate broker is authorized to perform real estate activities only on behalf of the broker under which he/she is licensed. Unless otherwise specified, all sales contracts, leases and property management agreements belong to the employing broker. A real estate broker may supervise and a salesperson or associate broker may conduct real estate activities on behalf of only one real estate entity at a time.I find it interesting that West USA Realty has not mentioned the biggest mistake that was made (releasing the appraised value to a potential buyer) Regards,*** ***

Unfortunately the "facts" that this client states are incorrectI have shown documentation to my brokers at West USA Realty that we did indeed to a correct job representing these buyers and that the issues and things they are asking for, came more than two weeks after final walk thru and
presentation of keys to the buyerThe buyers had many opportunities to request these missing items and did notAs a matter of fact, they did not even ask for these items in the purchase contract of the homeMyself and West USA tried multiple times to assist the buyers in talking with the sellers and the sellers agent to see if they could recover some of these items, but we had no luckWe did this not because we felt we had to, but because we are committed to helping our clients, even after the transaction had closedOnce we figured out we were not getting anywhere with the sellers, we informed *** and ***, that we no longer had a leg to stand on and if they chose, they could pursue the seller personally to try and recover some of these items they felt they were entitled to.A few weeks after they moved in, they began to voice displeasure about the home and missing items, my service and even with the home inspection company, appraisal company and pretty much every other person or 'company involved in this transactionThey started demanding refunds and items from everyone and for what reason, I do not knowWe tried to mediate their complaints and help them out but attempts to make them happy, even after the fact went ignored.Our buyers best interest were represented I 00% of the time during this transactionNothing was ever done without them approving it firstNot one time during the transaction was there displeasure voiced on their behalf nor did they indicate they were unhappy with service and/or representation

As a landlord and retired person, I depend heavily upon my rental income to survive West USA has repeatedly held my funds from me throughout my short relationship with themMy tenant pays promptly on the 1st of the month, and they have slowly dragged their feet (each month getting worse) until now Tomorrow will be Monday, the 25th of April, and I have yet to get either my money or a satisfactory explanation of what's going on? Spoke to one of their "so called" brokers, and he knows nothing and offers no resolution or accountability I will continue my quest for my money but I have cancelled my property management agreement with them I discourage anyone from using them for property management in the future I would further encourage anyone to investigate the brokers involved with the agents before engaging in any sales related activities as well!

I would recommend using extreme caution if you are considering using this businessThe broker of this business is a difficult women to work with, and she is a bully to tenantsThis property manager has unjustifiably withheld our security deposit from a rental she managed, and has ignored our attempts to civilly settle the situationShe does not believe tenants have rights and treats them with disdain and disrespectFurther, they do not properly maintain the rental properties they manage

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID [redacted], and thank the Revdex.com and other contacts who made complaints on our behalf, receiving refunds due.  We take issue as to who's at fault regarding the matter, expecting tenants to start move-in even though repairs and numerous broken promises weren't kept is a breach by the realty agent in this matter.  It's not the renter's responsibility to pay for necessary repairs that should have been done before move-in, or waiting for refund because the money was spent for outstanding bills on the property.  It's questionable whether any of those repairs have ever been done, but that promises to leave door openers and keys, for our use and gas company entrance, weren't kept regarding any of these matters.  We shouldn't have experienced stress, wondering if we could move if repairs would be done, or unnecessarily paying to connect utilities.  Paying cash to check credit, requesting a receipt that was a hand written scrap of paper, knowing our current landlord wasn't contacted, seems questionable.  No one should move into a house before it's clean and safe, we don't consider generosity to be a factor in the handling of this matter, we paid and were forgotten.  Delivering written requests to the realty office, leaving voice mail messages and e-mail didn't receive response.  It's most likely outside pressure sparked a sudden response, leading to a refund, whether the property was re-rented or our money had been spent shouldn't have been a factor.  We contacted the corporate office when our agent didn't respond, who promised we'd hear from her that day, it was several days later before she called, saying she'd check with the owner, it was another 5 days before receiving that call, saying partial payment would be made, I responded, full payment is expected, we didn't "change our minds", deciding not to move in, it was due to negligence and delays by the rental agent.  We're thankful for resolution and consider this complaint resolved upon what was a terrible experience. 
Regards,[redacted]

This will be my final response; this is the 3rd letter I have sent. Please know I will not respond beyond this letter. Please do not request another reply from West USA Realty in this matter. Namely, we stand by our early replies. It is acceptable to me if you need to place us on your list of unresolved complaints.Sincerely,[redacted]Designated Broker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To “ View this as harassment” - is False. [redacted] needs to own up to making serious mistakes. West USA Reality is responsible over their “Independent Contractors” Again my hope is that no one ever has to endure this many problems when hiring a realtor.$200/$250 - First, Bob Stevens the managing broker for West USA offered $200. from [redacted], to make up for the missing sheds. Then, When I talked on speaker phone to [redacted] the Broker for West, I was then offed $250.00....“Confusing Dates & Facts – Fictional” - I have text messages, emails, phone records, and witnesses that Confirm my DATES and FACTS.Witnesses:[redacted] (neighbor & friend)[redacted] (mother)10/27/14 text message from [redacted] that he would set up “Home inspection” & that [redacted] & I could do measuring at same time. No Final walk thru was ever done. In-fact, the next time we ever saw [redacted] was Signing final papers on: NOVEMBER 20th, 2014. Then, on November 21st, after 3pm[redacted] met [redacted] at the home to get the keys. I have text message sent [redacted] at 5:08pm on November 21st, 2014 (asking him to call me asap re: missing items etc) I have phone record & speaker phone witnesses that shows he called at 5:30pm on November 21st,2014Various other text messages, emails and phone records with [redacted], Bob Stevens, [redacted], West USA & Buyers protection group, involved in this series of mistakes.“Laveen Listing – that West USA had” - The only honest thing that [redacted] has said is that “We” needed a appraisal for Price Point. "OKAY from [redacted]"  - Out & Out Lies! “the law requires that you give my appraised value to a potential buyer” and that, I would give my Okay or approval to do this.   No way, under any circumstance would I agree to do this. (I think he is really uneducated and confused everything but the appraised value!)For some reason unknown, why, would [redacted] think he still has this listing. Bob Stevens confirmed that [redacted] should have not given my appraisal “value” to anyone and recommended removing it from [redacted] and perhaps having another agent with West USA. [redacted] Released because, I would not sign a “form” releasing them of liability on any other claims.
Regards,[redacted]

I have read this second complaint and my answer has not changed.  I view this second letter as a form of harassment.  Attached is a copy of my original reply, and for the record I only offered $200 not $250.00.Upon reading [redacted] second complain with the Revdex.com, I find that she is really confusing her dates and facts.  At this point her story is completely fictional.  I never received any communication from her or her husband that they were dissatisfied with the condition of the home. Alter doing another walk thru on the property with [redacted] husband [redacted], he informed me everything looked good and that I was free to leave if I needed to be elsewhere. I proceeded to turn over the keys and shook his hand good bye. I never received a call an hour later as [redacted] states. She called me 2 weeks alter we had closed and then proceeded to complain about the stove that was not working. She attempted to get the home warranty company to replace it and when the the home warranty company denied her claim, she then turned to me to get the stove replaced for her. I informed her that I would talk to the home warranty company and do all that I could, considering she decided to remove the home warranty coverage at the closing table. Needless to say, she did not get what she wanted from the home warranty company and turned her attention and attacks toward me. I informed her I would not buy her another stove as she demanded that I do, and that really set her off. That is when the complains about storage containers and appraisals done on another separate property came into play.In regards to her listing in Laveen, when we decided to hire a professional appraisal company we discussed the value of having a professional company appraise the property, due to it being a one of a kind property. She was in agreement that it would help us market the property if we had it done and she agreed to let us advertise in the MLS system that an appraisal had been done. I explained that this would help perceptive buyers know exactly what the "worth" of the property is currently since its a one of a kind property, and she was 100% in agreement.This appraisal report has never been shown to any other Realtor or individual. One client did tour the property and ask what the appraised value came in at, which at that point the appraised value was disclosed to the perceptive buyer due to having the okay from [redacted] to use the report to help sell and market the property.At this point, we believe the best thing for both parties is for [redacted] to cancel the listing in Laveen she currently has with myself and West USA. We do not believe that we can come to any sort of agreement nor continue to do business moving forward. We wish her the best in finding an agent and/or broker who will assist her better. She has refused to release us from the listing agreement, which is quite interesting, considering she is so unsatisfied by our prior service.

It was a pleasure to work for a real estate company that provides so much free training and tools to their agents. I have been in real estate for 15 years, and no other 100% brokerage gives this amount of support, training, and technology. I also love that my broker is available, even at 9 pm on Sat. !

I have read this second complaint and my answer has not changed.  I view this second letter as a form of harassment.  Attached is a copy of my original reply, and for the record I only offered $200 not $250.00.Upon reading [redacted] second complain with the Revdex.com, I find that she is really confusing her dates and facts.  At this point her story is completely fictional.  I never received any communication from her or her husband that they were dissatisfied with the condition of the home. Alter doing another walk thru on the property with [redacted] husband [redacted], he informed me everything looked good and that I was free to leave if I needed to be elsewhere. I proceeded to turn over the keys and shook his hand good bye. I never received a call an hour later as [redacted] states. She called me 2 weeks alter we had closed and then proceeded to complain about the stove that was not working. She attempted to get the home warranty company to replace it and when the the home warranty company denied her claim, she then turned to me to get the stove replaced for her. I informed her that I would talk to the home warranty company and do all that I could, considering she decided to remove the home warranty coverage at the closing table. Needless to say, she did not get what she wanted from the home warranty company and turned her attention and attacks toward me. I informed her I would not buy her another stove as she demanded that I do, and that really set her off. That is when the complains about storage containers and appraisals done on another separate property came into play.In regards to her listing in Laveen, when we decided to hire a professional appraisal company we discussed the value of having a professional company appraise the property, due to it being a one of a kind property. She was in agreement that it would help us market the property if we had it done and she agreed to let us advertise in the MLS system that an appraisal had been done. I explained that this would help perceptive buyers know exactly what the "worth" of the property is currently since its a one of a kind property, and she was 100% in agreement.This appraisal report has never been shown to any other Realtor or individual. One client did tour the property and ask what the appraised value came in at, which at that point the appraised value was disclosed to the perceptive buyer due to having the okay from [redacted] to use the report to help sell and market the property.At this point, we believe the best thing for both parties is for [redacted] to cancel the listing in Laveen she currently has with myself and West USA. We do not believe that we can come to any sort of agreement nor continue to do business moving forward. We wish her the best in finding an agent and/or broker who will assist her better. She has refused to release us from the listing agreement, which is quite interesting, considering she is so unsatisfied by our prior service.

This will be my final response; this is the 3rd letter I have sent. Please know I will not respond beyond this letter. Please do not request another reply from West USA Realty in this matter. Namely, we stand by our early replies. It is acceptable to me if you need to place us on your list of unresolved complaints.Sincerely,[redacted]Designated Broker

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint...

ID [redacted], and thank the Revdex.com and other contacts who made complaints on our behalf, receiving refunds due.  We take issue as to who's at fault regarding the matter, expecting tenants to start move-in even though repairs and numerous broken promises weren't kept is a breach by the realty agent in this matter.  It's not the renter's responsibility to pay for necessary repairs that should have been done before move-in, or waiting for refund because the money was spent for outstanding bills on the property.  It's questionable whether any of those repairs have ever been done, but that promises to leave door openers and keys, for our use and gas company entrance, weren't kept regarding any of these matters.  We shouldn't have experienced stress, wondering if we could move if repairs would be done, or unnecessarily paying to connect utilities.  Paying cash to check credit, requesting a receipt that was a hand written scrap of paper, knowing our current landlord wasn't contacted, seems questionable.  No one should move into a house before it's clean and safe, we don't consider generosity to be a factor in the handling of this matter, we paid and were forgotten.  Delivering written requests to the realty office, leaving voice mail messages and e-mail didn't receive response.  It's most likely outside pressure sparked a sudden response, leading to a refund, whether the property was re-rented or our money had been spent shouldn't have been a factor.  We contacted the corporate office when our agent didn't respond, who promised we'd hear from her that day, it was several days later before she called, saying she'd check with the owner, it was another 5 days before receiving that call, saying partial payment would be made, I responded, full payment is expected, we didn't "change our minds", deciding not to move in, it was due to negligence and delays by the rental agent.  We're thankful for resolution and consider this complaint resolved upon what was a terrible experience. 

Regards,[redacted]

January 15,2014
Revdex.com
Attn: Ms. [redacted] 

Re: ID #[redacted]
Dear Ms....

[redacted],
Our agent, Mr. [redacted], has given a completely detailed reply to this alleged complaint, not from the tenant, but from a disgruntled interpreter.  She has called and talked to Mr. [redacted] many times, and he has continually told her she is "not the tenant" and he cannot discuss the matter with her.  I was finally called by Ms. [redacted], the interpreter, and told her that I would talk to Mr. [redacted] and handle the issues and secure an interpreter, if necessary.
Mr. [redacted] has explained the issue completely.  As a final note, after talking to Mr. [redacted], I did call [redacted] back and advised her that the matter was now resolved.
Sincerely,

Designated Broker
Cc: [redacted], Agent
[redacted], Managing Broker

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To “ View this as harassment” - is False. [redacted] needs to own up to making serious mistakes. West USA Reality is responsible over their “Independent Contractors” Again my hope is that no one ever has to endure this many problems when hiring a realtor.$200/$250 - First, Bob Stevens the managing broker for West USA offered $200. from [redacted], to make up for the missing sheds. Then, When I talked on speaker phone to [redacted] the Broker for West, I was then offed $250.00....“Confusing Dates & Facts – Fictional” - I have text messages, emails, phone records, and witnesses that Confirm my DATES and FACTS.Witnesses:[redacted] (neighbor & friend)[redacted] (mother)10/27/14 text message from [redacted] that he would set up “Home inspection” & that [redacted] & I could do measuring at same time. No Final walk thru was ever done. In-fact, the next time we ever saw [redacted] was Signing final papers on: NOVEMBER 20th, 2014. Then, on November 21st, after 3pm[redacted] met [redacted] at the home to get the keys. I have text message sent [redacted] at 5:08pm on November 21st, 2014 (asking him to call me asap re: missing items etc) I have phone record & speaker phone witnesses that shows he called at 5:30pm on November 21st,2014Various other text messages, emails and phone records with [redacted], Bob Stevens, [redacted], West USA & Buyers protection group, involved in this series of mistakes.“Laveen Listing – that West USA had” - The only honest thing that [redacted] has said is that “We” needed a appraisal for Price Point. "OKAY from [redacted]"  - Out & Out Lies! “the law requires that you give my appraised value to a potential buyer” and that, I would give my Okay or approval to do this.   No way, under any circumstance would I agree to do this. (I think he is really uneducated and confused everything but the appraised value!)For some reason unknown, why, would [redacted] think he still has this listing. Bob Stevens confirmed that [redacted] should have not given my appraisal “value” to anyone and recommended removing it from [redacted] and perhaps having another agent with West USA. [redacted] Released because, I would not sign a “form” releasing them of liability on any other claims.

Regards,[redacted]

Scott L[redacted] with West USA Realty has been our landlord for a year now. The neighborhood we live in has a very strict HOA. The notices are sent to Scott when the HOA sees something in our yard that needs to be fixed and we told Scott we would like to have them e-mailed to us so we know what to do and by what date to do it so we don't get a fee. We have paid multiple fees because Scott doesn't give us this information until it's too late to do anything about it. I have expressed my frustration about the situation to him but there is no getting through to him. He constantly talks down to us like we are children talks over me when I try to express my frustrations. I know that this is all stemming from a very Very picky HOA but Scott L[redacted] with West USA Realty has not made it any easier for us.
All we are asking of him is to send us an e-mail and forward the HOA notice to us but that still has yet to happen. We pay the fines because of this and that is why I am writing this review.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you Revdex.com for taking the time to review and report on all businesses whether they are your members or not.  My hope is that future clients will do research on the company they hire, that they will not make the serious mistake that I made by hiring West USA Reality.  I have read [redacted]s letter,  I understand why he thinks "his Facts" are correct.  His documentation to his brokers at West USA Realty only confirms what I have been saying.  As for not mentioning missing items, filthy house that he promised would be clean this was all brought to his attention the evening of November 21st one hour after receiving keys to our house from him.   We were told "sheds" were not in contract.  On November 21st 2014 [redacted], informed myself, my husband, [redacted] and my mother, [redacted], that the client he had taken to my property located at: [redacted] on November 20th 2014., was very interested in purchasing as is, for the appraised amt, and would like to close in 10 days.  [redacted] proceeded to tell us that the potential buyer asked him if the property had been appraised. [redacted] told him YES and that “by Law” he had to give the appraisal  to him.   My instincts were correct, This is not the “law” in fact my commercial appraisal that I had paid some 900.00 for is mine!   I hired West USA Reality to Sell the above listed Property.  How many other potential buyers did this sales rep give my appraisal to?, This was a big mistake for any agent, this is the 1st lesson that every agent should know! I lost all negotiations with potential buyer of roughly 150K. This Sales representative does not know what he is doing. I asked [redacted] to write up the offer and give it to me, He said the potential buyer was going to wait until after the Thanksgiving holiday. 
When we had some other issues with a home my husband I purchased with [redacted] representing us.  His lack of knowledge was a disaster.   I was forced to contact his broker after arguing and having to point out that every standard contract shows sheds as the last item listed.   When I contacted [redacted] - Managing Broker, He agreed that my appraisal should not have been given to the potential buyer.  He was going to talk with [redacted], after doing so he suggested that we list the property with another agent at west USA and 200.00 towards the PROBLEMS on the home we just purchased.  This was not acceptable, I then contacted: [redacted] "Broker" he, advised me that he had me on speaker phone so that he could have a witness.   He offered $250.00 and a lot of advice on small claims against the sellers.  He agreed to release the Laveen property to me “not to be listed with West USA “  he would not reimburse the 900 I paid for the commercial appraisal, or anything to do with the mistake his independent contractor [redacted] negligently did.   He also wanted me to sign something releasing them of all further claims.  This is outrageous, and simply not acceptable. West USA [redacted] Sales Representative or "independent contractor"“Independent Contractor” is an IRS designation for tax purposes only. A salesperson or associate broker is authorized to perform real estate activities only on behalf of the broker under which he/she is licensed. Unless otherwise specified, all sales contracts, leases and property management agreements belong to the employing broker. A real estate broker may supervise and a salesperson or associate broker may conduct real estate activities on behalf of only one real estate entity at a time.I find it interesting that West USA Realty has not mentioned the biggest mistake that was made.  (releasing the appraised value to a potential buyer) Regards,[redacted]

Please know that West USA Realty is not a member of the Revdex.com and has no obligation to respond. However, as a well-established Real Estate Brokerage of 28 years in the Phoenix marketplace I feel that I should respond to explain the actions of our agent regarding this issue. Not only...

did I have a long conversation with our Property Manager, I also required that he submit a letter to me detailing all the items that were repaired, replaced, and cleaned. I will not go into details but will say that he has documented all items, photographed each, and I am satisfied that the charges are legitimate. I fully understand the tenants request and realize they did not want to move, but the owner made a decision to sell the property, which is his right to do, and that is beyond our role as Property Manager. I hope the tenant and the Revdex.com understands.