S & S Property Management Company
Added on -, by Reviewer390503
Review: S&S Property Management continues to play games with our repair requests as tenants. We are extremely frustrated with the lack of response, poor business ethics, poor property management and how we are being treated as tenants. For months weve requested pre-existing repairs to be done as promised by S&S. It took 6 months before a handyman came to fix most of the repairs. We are at a standstill again. When we signed our lease starting January 2, 2014, that lease included a fully functioning oven in the house. As of today, our request from February 2014 to have the oven door repaired has not been done! We notified S&S Property Management and the homeowners that the oven door doesn't close properly. It doesn't close shut as there is a gap in the door big enough for my finger to go through. As a result, we have not been able to use the oven to cook meals, and I'm sure it's not safe to use in that manner. After the handyman made repairs, he called and told us that the owners refused to fix the oven because they can't afford it. We didnt request a new stove, just to fix the hinges so the door shuts properly. Since S&S has failed to repair the oven and the homeowners refuse, we are requesting $100 off the rent effective September 1, 2014. I believe we should be refunded $100 since February for their failure to repair the oven. After writing to several agencies about S&S, they finally called to schedule an appointment to meet with us on August 25, 2014. They canceled. No surprise there. Someone went home sick. As a footnote, we had mold in the kitchen due to a leak. Because we threatened to call the Health Department, we got response. However, after the leak was fixed we have a hole in the ceiling in our kitchen. Its been a week today and we havent heard from S&S as to when we can expect to get the hole patched. We are so tired of games!Desired Settlement: We would like S&S to respond in a timely manner by fixing the oven door or deducting $100 a month from the rent effective September 1, 2014 and retro-actively. We also want all remaining pre-existing repairs to be completed as promised by S&S. We have been good tenants are have not asked for upgrades or remodeling. We only wanted the repairs and clean up done as promised. We shouldn't to go through this for 8 months and have to write letters to agencies to get help.
I am rejecting this response because:
Revdex.com Complaint ID#: ********
Rebuttal to S&S Property Management’s Response
At our appointment to view the rental property on **** ********* **** **********, the S&S Property Manager named ***** told us that all the damages we saw and the condition of the front and back yard would be taken care of prior to our move in. During the walk thru we heard water running. We found out that the master toilet was broken and water kept running. We shut the valve to the toilet off and ***** told us not to worry that it would be fixed prior to our move in. It never happened.
As promised by ***** the Property Manager, none of the pre-existing damages, clean up of the front and back yards, repairing the broken toilet, and a one-time spray from a Pest Control company for the ants were completed prior to our move in date of January 2, 2014.
On the initial walk through with ***** on January 2, 2014 at tenancy, she stated that as tenants we won’t have any contact with the homeowners and that we would be working directly with SSPM. After several emails (See Email Chain #1 Attached) to S&S Property Management (SSPM) to get these pre-existing repairs fixed, we still had not heard back from SSPM. Then one day the SSPM office called our house to say that the homeowner was at the SSPM Office and would it be okay for them to come by the house to see what needed to be repaired. My husband happened to be home. He was caught off guard because of what ***** had told us with dealing with SSPM directly. SSPM then sent the homeowner to our rental property on **** ******** ****. It is clear that SSPM violated and breached their contractual agreement with the homeowner and breached the tenant contract per the lease agreement, not the tenants. If SSPM would have handled this situation correctly, and had not sent the homeowners, we wouldn’t be in this terrible mess at all. They could have sent ***** or another property manager to the house to assess the repairs again.
The homeowner and her son came to the house, walked through the house to assess the repairs, and took pictures. Additionally, they left a spray canister of insecticide to take care of the ant problem in the house. The homeowner stated to my husband that SSPM failed to make the repairs prior to our tenancy so “What am I paying them for?” She said she would have SSPM make all the necessary repairs. However, we couldn’t spray on the side of the house where the ants were because of the trash still in the side yard.
Several weeks went by and the master toilet was still broken. SSPM never had it fixed as promised. We landed up having to fix it ourselves. We needed to use the toilet! In the letter we sent dated February 28, 2014, we stated that we landed up fixing the toilet.
February 28, 2014
Since we never heard from SSPM after the visit from the homeowners, we wrote a letter dated February 28, 2014 and hand delivered it to the SSPM office. We addressed it to the Owner of SSPM with a revised walk thru in hopes that he would address our issues and requests. (See attached). We stated in both the letter and walk thru that the oven door needed repair, and requested to please fix it asap. We know they received both documents because we included our rent check in the envelope. They cashed our rent check. For SSPM to say they weren’t notified about the oven door is a false statement. Again more lies. SSPM was notified of the oven door needing repair. We did communicate the repair of the oven door to the homeowner via their Handyman ****, when the homeowner sent him to make repairs in July 2014.
We never received a response to that letter dated February 28, 2014 from the Owner or anyone at SSPM.
April 2, 2014
Again no response from SSPM! So we had to write another letter requesting the repairs to be done (See attached). We hand delivered the letter to their office again. We know they got the letter because again, our rent check was included with the letter. They cashed the rent check. Again we waited and waited for the yard to be cleaned up as promised by SSPM. It never happened. They left us no other choice….so we landed up having to hire someone to clean up the front & back yards and haul the trash away. It had to be done. It was a safety hazard especially with the bottles of chemicals. As stated in the letter, we deducted the fees from the rent. (See attached pictures).
The homeowner left a message at our home stating they had asked SSPM in March to have the have all the repairs done.
April 9, 2014
Again, no response from SSPM. Again, we sent an email to follow up on when we were getting the repairs done per the homeowner’s voice message. It’s been over 30 days, and still nothing. (See Email Chain #2 attached).
April 11, 2014
SSPM finally replies. A ******* ******* states she has been out of the office for a few weeks. Frankly, we really don’t care if she’s been out for 6 months. The fact is we sent emails, and wrote the Owner of SSPM since January, and never received a response from him or anyone at their office. SSPM knows we’ve been waiting over 90 days for repairs, and they should have handled our requests in a timely manner. If ******* was not available, **** the owner should have handled this in her absence or had someone in the office assist, especially due to the seriousness of a couple of the items needing repair (i.e. the exposed carpet tacks and oven door).
******* also stated that SSPM would handle the yard clean up as soon as she gets a date and time from the homeowners. Really? We are in complete disbelief! Our letter April 2, 2014 stated we had it cleaned up due to no response from SSPM, and had the fees deducted from the rent check. As stated, they cashed the rent check that was included with the letter.
April 16, 2014
Still no response from SSPM. My husband receives a call on his cell phone from a man named *****. He’s in our back yard and wants to know if the wagon and chairs are being hauled away. WHAT?!!! Again we are in complete disbelief!! He states he was hired by SSPM to clean up the front and back yards. First of all, we notified SSPM that we already had the yards clean up in our letter dated April 2, 2014; secondly, SSPM violated our tenant rights and broke the law by not giving us 24 hour notice that someone was coming to the house, and thirdly, SSPM’s contractor was trespassing.
We sent ******* an email letting her know of her violation and what had transpired. She responds by blaming the contractor for not knowing better and continues to give excuses for not getting things done. SSPM should be the one giving us 24 hour notification, not the contractor. She also states that she didn’t see our email regarding the yard cleaning. That’s because we wrote and hand delivered the letter to their office stating so with our reduced rent check! ******* states that it’s hard to handle the repairs when the homeowner is involved. However, SSPM is the one that sent the homeowner directly to our house from their offices. If SSPM can’t manage their clients and stick to their contractual agreements, that’s their problem. As tenants should not have to suffer the consequences of their poor business practices and mismanagement.
Now after 90 days ******* states that they have to wait for owner approval for repairs. Why didn’t they get approval prior to our move in, or in January when we moved in? ***** the property manager knew what needed to be done in December and January. SSPM had the revised walk thru document. Why didn’t they follow up with the homeowners in a timely manner as property managers should?
In June 2014, we received a phone call from an SSPM contractor regarding our toilet that needed fixing. This is 6 months after SSPM knew it was broken!! We are just baffled at the phone call. As mentioned, we already fixed as we needed a working toilet and notified SSPM in writing. We told the contractor that we already fixed it, but needed the other repairs taken care of. He said he would talk to SSPM. We never heard from SSPM or the contractor again.
Another SSPM contractor named ******* called and he wouldn’t work with our schedule. He stated that he needed his own “personal time”. He said he would let SSPM know he was not available when we were. We never heard from him again or SSPM. A couple of weeks later ******* calls again to make an appointment to fix some of the repairs on the list. We scheduled an appointment for 9:00 a.m. on a Saturday morning. He never showed up, and he never called to cancel. Par for the course! We were angry and frustrated since we had changed our plans for that day to accommodate *******.
Still no response from SSPM. After several calls made to SSPM in June and July asking when the repairs we going to be done, we never received a call back or get a response from SSPM. However, we finally get a call from the homeowner’s handyman, named ****. We schedule the repairs to be made. **** fixes most of the requested repairs. We’ve waited 6 months for repairs while paying full rental price! One of the fixes was a black stain on the ceiling. At the initial walk-thru in January with *****, and when the owner came to the house to assess the repairs, we told both ***** the property manager and the homeowner in January that it was mold.
They told us the stain was just black paint or stain.
After **** the handyman repaired the black spot on the ceiling, I noticed that the spot reappeared and it was bigger! We realized it was in fact black mold!! On July 26, 2014 my husband called SSPM to make them aware of the mold in the kitchen. Due to the non-responsiveness of SSPM in the past, we threatened to call the Health Department and HUD, so they would understand the seriousness of the mold especially since it was in the kitchen by the food pantry and get it taken care of in a timely manner.
A **** ****** from SSPM called us back on Monday, July 28, 2014 stating she would contact a contractor to take a look at it. SSPM sent ******* their contractor to look at the ceiling. He states to us he can’t do anything. He said he will let SSPM know they need to get a plumber.
August 5, 2014
Again no response from SSPM. We again sent an email August 5, 2014 asking **** what’s the ETA on the mold removal.
**** replies the same day that her plumber would get to our rental as soon as he can. So again we have to wait. You would think due to the seriousness of the black mold SSPM would address this situation accordingly.
August 11, 2014
The plumber is finally scheduled to come to the house today. We thought he was coming to remove the mold, fix the leak and repair the ceiling in the kitchen when in fact he was just coming to assess what needed to be done. Really? Again? It takes 2 contractors to see that there’s a leak in the ceiling that’s creating mold? So now we have to wait again because now the plumber as to go back to SSPM to let them know what has to be done. We already told SSPM what had to be done. What part of “MOLD” don’t they understand?
August 14, 2014
Again no response from SSPM regarding repairing the oven door. Again, we wrote another letter to the Owner of SSPM and hand delivered it to their office. (See attached). At this point we are extremely frustrated and we’re at our wits end. We believe we are being cheated by paying full rental price the past 9 months for a house that is supposed to have an oven that works per our lease agreement. We requested in the letter that we want the rent reduced $100 per month going forward since they won’t repair the oven. That’s a fair request. I believe are entitled to the $100 deduction for the past months rent starting January 2, 2014 since we were not able to use the oven.
SSPM never responded to that letter dated August 14, 2014.
August 18, 2014
The plumber was busy and is finally scheduled to remove the mold and fix the leaking pipe that was causing the mold. It’s now two weeks we’ve had to wait since our initial call on July 26, 2014. Before the plumber leaves, he states that he cannot repair the hole in the ceiling because he doesn’t “specialize” in ceilings, just wall repairs. So he has to go back to SSPM to let them know to hire a contractor to get the hole in the ceiling closed up. Again we have to wait.
August 25, 2014
Again, no response from SSPM. It’s now August 25th… Almost a month has gone by from our first call about the black mold. So again, we send another email to **** at SSPM asking for an ETA for the hole repair in our kitchen ceiling (See Email Chain #3 attached). **** replies the same day that she sent follow up from the August 5, 2014 email. We have no record of that follow up email she says she sent us. When we requested a copy of that follow up email from ****, she did not comply with our request and failed to show proof, but stated in her August 26, 2014 email that she would “keep us posted” and expect to hear from a contractor to make an appointment. The frustrating part is the appointment she is talking about is to only assess what is needed to patch the hole, NOT actually come and repair the hole. I’m not a contractor, but I know what is needed to repair a hole in the ceiling. A professional contractor would know what he needed.
She also stated she is waiting to hear for the homeowner’s approval. This hole repair should have been addressed the day the plumber told SSPM that he couldn’t repair the hole. This is truly unbelievable. Again, we are waiting.
September 5, 2014
Again, no word from SSPM or the contractor. It’s been six weeks now that we have been waiting to get this mold removal, leak and the hole repaired. This process shouldn’t take this long! This is the typical run around we get from SSPM. No communication, no follow up, poor service! No tenant should have to go through this process ever.
**** sends and email today (See Email Chain #3 attached) stating she’s working on an estimate and that the contractor named **** called us. There is no record of any phone call to our home phone, work phone, or cell phones. Again, more lies. Then **** proceeds to tells us to call him. We have been chasing SSPM for 9 months for repairs and we have to call the contractor because either the contractor lied or SSPM is lying? We reply via email on the same day letting her know that the contractor needs to call us. Truly unbelievable!!
September 8, 2014
**** from SSPM responds and states that she will let the contractor know to contacts us.
September 10, 2014
Again, no response from SSPM or the contractor. We have to send another email requesting an ETA.
September 11, 2014
**** from SSPM replies to our email and states, that the contractor should be calling us soon and that she has had the approval since Monday, August 8, 2014. So if she had the approval on the 8th, why is it that we have to email SSPM for an ETA?!! Again poor business practices and mis-management by SSPM. They continue to keep us waiting. The contractor finally calls the house and leaves a message.
September 12, 13 & 14, 2014
We called the contractor all three days September 12, 13 & 14. He does not answer his phone and his voicemail box is full and not accepting any messages. So now we have to wait again. On September, 13, 2014 we sent another email to **** at SSPM notifying her that we cannot reach the contactor and will try again. We are now going on 8 weeks since our initial call to SSPM for the black mold.
September 16, 2014
Again, no response from **** at SSPM. We called the contractor again. He answered the phone. We finally made an appointment for the contractor to come to the house on Monday, September 22, 2014. When talking with the contractor, he had no idea what type of repair, how big it was or what room it was in. We explained to him what needed to be repaired. After his understanding, he will be coming to “repair” the ceiling not “assess” as stated by SSPM because they didn’t give him any information regarding the repair. Why do we have to do this?
Summary to SSPM’s Response
As tenants we understand that SSPM is not the homeowner and we are knowledgeable as to how the property management process works. However, when SSPM breached contract by sending the homeowners directly to our rental property from their offices in January, and not working with us. They created this situation, the blame us, and continue to play games. How they have treated us as tenants for the last 9 months is unacceptable! Frankly, we are tired of their excuses and unresponsiveness.
For SSPM to accuse us of violating the lease terms is bogus. They created this mess and have failed to fix it. I have not seen any effort on SSPM’s part to rectify this situation until recently, when their office called to set up an appointment for a property manager to come talk to us. I believe because of the last letter dated August 14, 2014 as we sent copies several agencies including the Revdex.com. We did receive a response from the Sacramento Bureau of Real Estate and they suggested we obtain legal counsel (See attached letter).
We scheduled two appointments for **** with SSPM to meet with us. They canceled the first appointment because one of the property managers was sick. My husband went directly to their offices to reschedule only to have them cancel on us again due to some miscommunication with calendars with the girls in the office. Really? Again? SSPM did call to reschedule, however, we won’t be rescheduling. We aren’t going thru this again. We had to rearrange our schedules both times only for them to cancel at the last minute. Their actions speak louder than words, and we find it hard to believe they have good intentions. We are tired of their games. I’ve rented for over 20 years and have never been treated this crappy by a property manager.
If the homeowner and SSPM have contractual breaches, then that should remain between them. As tenants we shouldn’t have to have our rights violated if SSPM cannot come to an understanding and resolution with the homeowners. SSPM has allowed the homeowner to get involved. We understand that there may be communication and trusts issues between both parties (homeowners & SSPM), but at point our trust level with SSPM is zero! We as tenants should not have to suffer because of SSPM’s mismanagement.
SSPM’s response to you is incorrect in their statement that the homeowners have yet to make repairs. Per the homeowner’s statement to SSPM that they would make repairs on their own, they have done so! If SSPM would manage this property better, they would know that.
SSPM also insinuates that we have not communicated through their company. We have done so since January 2014 thru the current date via emails, letters hand delivered to their offices, and phone calls. Attached is the proof. SSPM can’t even respond to what we send them. They won’t communicate with us until we have to initiate a response. What more can we do?
SSPM also falsely accuses us by stating they don’t have records of our requests for the oven door to be repaired, when in fact we have submitted it to them in writing several times since January 2014 per the attached documentation. For SSPM to say they “assume” we communicated the request to the homeowners and not to their company is a false allegation as well. You know the old cliché about “assume”…..
We have been dealing with this situation with SSPM going on 9 months now. We are tired of their deceptiveness and excuses. It’s obvious that SSPM doesn’t know how to manage rental properties. The poor treatment of tenants and mismanagement is evident. Per our lease agreement we are paying full rental price for a house that included an operational oven. This is not the case! The oven hasn’t been operational since the beginning of 2014.
I have included in this reply information about the current situation we are in with SSPM regarding the recent mold removal. You can see the pattern of how they deal with issues. We’ve had to deal with their unresponsiveness in getting the completion of the black mold removal, leak repair and the repair of the hole in our kitchen ceiling. We aren’t asking for any upgrades or a new ceiling. We just want it the hole in our kitchen ceiling repaired and it’s taking 8 weeks for it to be taken care of. Why?
Please believe me, I hate going through this and I have better things to do in my life that having to write to the Revdex.com and reporting SSPM to other agencies. But we have had to endure so much from SSPM and this has gone on way to long and I’m tired of being treated this way. I want to be able to bake meals for my family. Is that so wrong? We are not asking for a new stove, nor did we ever ask for a new stove. We only requested the hinges to be fixed so the oven door closes correctly. It is a safety issue as well.
Thank you for your time and consideration in this matter.
We would like to start off by saying we are in no way the owners of the property. We are the property managers. Both the owner and the tenant are in violation of the rental and management agreement since they communicate with each other. This has caused a mess that we have been trying to work out. If the owner would approve us to do the repairs that the tenants want completed, we would have them done. The owner has not approved any repairs. The owners have also mentioned that they were going to take care of some of the maintenance on their own but have yet to do so. If all the communication was done through our management company, we would not have any issues (approvals and denials would have been communicated). Since the owner is telling the tenants one thing, then telling us another, it has caused this huge mess. For example, we have no records of the oven door needing repair. We are assuming this was communicated to the property owner which was never communicated to us. We cannot complete items we are unaware of nor can we proceed on repairs without an owners approval. This puts us in a tough position. In regards to a decrease in rent, the best we can do is ask the owners for approval to do so. If the owners disagree, unfortunately we have no control over the decrease.
I received an email from your company today, again about the **** ******** **** property. For some reason I can't respond to the email but want to inform you that we have scheduled an appointment with the tenant tomorrow, October 30th at 4:45pm