Property Management Pros.com

09/09/2016Revdex.comK Street, NW - 10th FloorWashington, DC 20005-3404RE: [redacted] Washington, DC ***Subject: [redacted] Centreville, VA ***Attention: [redacted] We are in receipt of the complaint to the Revdex.com regarding the property referenced above Although this incident occurred prior to my appointment as Portfolio Manager, I further investigated the matter to the best of my ability After going through the keys left behind by the last Property Manager, I was able to find a key with the tag noted “ [redacted] ***” This key will be returned back to the Owner today with the other outgoing mail I’m in hopes that will help close out the account regarding the Owner’s key being returned

We have provided a thorough outline in response to the Owner's complaint There was never any access charges to the Owner account And, there were only Maintenance WOs placed by the Tenant in which we went out to assess the issue and make repairs as necessary Please find attached a copy of the WOs made and repairs noted We also have noted several correspondences made between our company and the Owner or via emails / calls

Attention: [redacted] We are in receipt of the complaint to the Revdex.com regarding the property referenced aboveAfter a thorough investigation of the WOs that were placed by the Tenant, [redacted] , it has been noted that he did in fact put in a request for the Dishwasher and Windows.On March 14, - WO# [redacted] was opened by the Tenant re: the Windows were allowing in cold airOur contractor went out and assessed the issueWe then reached out to the Owner to advise the Owner of the WO put in by the Tenant regarding the matter and the Owner refused to repair the Windows.On March 14, - WO# [redacted] was also created for the Dishwasher by the Tenant stating that the Dishwasher was giving them problems for over a month and now will not clean dishes properly.A contractor was assigned to go out and assess the issue and it was noted that the Contractor/ " [redacted] " made appointments to go to the property but the [redacted] cancelled each appointment.I reached out to [redacted] on 05/23/to find out his concerns regarding both his late payment for rent and the WO that was put in for the DishwasherI also mentioned to him that it was to my understanding that he had cancelled a couple of the previous appointments that were set by the contractorAfter hesitating, he stated "that he had forgotten about the appointments"I informed him that a new Work Order # [redacted] would be created and that my new Maintenance Technician / Michael would contact him directly to get access from him to the property to assess the issue noting that the dishwasher was inoperable and needed to be replacedI reached out to the Owner to inform her of the dishwasher issue again and provided her with the following correspondence:Hi [redacted] & ***,We recently received a WO from the Tenants regarding the Dishwasher is inoperable.The Cost to Replace, Install and Remove the Old Dishwasher will be around $ Please note that the cost to repair the Dishwasher would be about the same price.Please let me know at your soonest on how you would like to move forward.Sincerely,Tammy G***Portfolio ManagerProperty Management ProsI had several other correspondences on the following dates05/24, 05/28, 06/01.On June 01, 2016, is when the Owner finally approved the Dishwasher replacement with a like kindWe are now awaiting the installation and replacement of the dishwasher at this timeThe Tenant has also been notified of the latest by my Quality Manager team

From: [redacted] Date: Thu, Jan 14, at 1:PMSubject: Re: CID [redacted] ; [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Good afternoon [redacted] - this owner was given several estimates for the repairs He did not have the funds He was informed in a very timely fashion have utilities transferred to his name again He failed to do that He also, broken into the lock box and threatened us in an email, please see below:"On another note, if you're going to use the same combination for all of your houses should probably use a Realtor lock that's not so easily picked If one gets the code to one, someone could wind up throwing one of those parties you hear about on the news that trashes vacant houses Would be terribleAll one would have to do is get the code go to your website and they will see all the houses that are probably vacant with same combo Could give the code to all their friends horrible."This is what we were dealing with.Sincerely, [redacted] , ARMDirector of Operations, VA and MDProperty Management Pros

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I do not agree for this, as there was no effort made to get the house rented during our contract time & now they are defending themselves saying about the work they they have done There was no communication maintained & the way the business was handled was improper. The bottom line is they did not do any work even for a single penny, I strongly condemn them about the contract breach they have executed they have to refund the amount in full
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]While I appreciate the effort in finding the keys your predecessor refused to return, returning them now so long after the fact doesn't do anything for meI've had to replace all the locks on the house and mail box long ago at my own expense that should've been avoided Complaint: ***
I am rejecting this response because:
Regards,
*** ***

The Security Deposit was sent out to the tenant's last known address because they did not give a forwarding address. A replacement check is being sent out Due to THEIR ERROR!

The money order arrived todayThanks for your help in closing out this ordeal.Best,**

Property Management Pros is a National property management company with the highest standard of customer service only employing highly trained professionals with years of industry experience. We take great pride in the service that we provide to all our owners and especially all our owners
that currently and have previously serve in the military and armed forces. This owner as with all owners was provided with written weekly updates regarding the property which included inquires, scheduled showings and applications. In addition, the updates include our price improvement for the rent based on this information if the property has not rented. Even though this property was very nice apart from a few minor maintenance items and painting throughout the house, the property came onto the market during the slowest time of the year which the owner was advised. In the management agreement, it clearly states that “all parties understand & agree that ‘The Market’ determines actual & true rental rates, not the actual costs to carry the Property”. PMP is incentivized to get the highest rent possible; however, the Company cannot get a rent that is higher than the market will bear. PMP works on the Team concept. Any team member can and will assist any of our owners to the best of their ability at any point that they are working with that owner. When the flood occurred at this property, the owner called after hours during the weekend and on the emergency line. The person that received the call understanding the immediate need to have someone enter the house provided the code to the lockbox that was placed at the house. This allowed the owner’s neighbor to open the lockbox, retrieve the key, enter the house and shut the water off immediately. Otherwise, an on-call emergency maintenance technician would have needed to be dispatched taking however long to drive to the property, allowing the water to continue to run and causing additional damage. PMP took the best course of action to minimize the loss of propertyThis owner signed a 19-month property management agreement beginning 10/11/17, and with all agreements, there are Duties of the Agent and Owner. Under the terms of the agreement, PMP fulfilled all its obligations under duties; however, the owner is obligated to provide a 60-day notice and pay a $marketing and services recovery fee if the management agreement is terminated prior to the expiration. Since this owner is military, we discounted the recovery fee to $We hope this answers any questions that they maybe, and we wish you all the best!

We have received the tenants certified letter and will respond to it accordingly outside of the Revdex.com

Property Management Pros (PMP) is a National Property Management Company, and we take customer service and satisfaction very seriously; however, there are discrepancies that we would like to point out in the complaint. It is true that the owner referenced in the above complaint signed a property...

management agreement with PMP on October 7, 2016, for Lease Only (without property management). The owner did pay a $500 contribution on October 12, 2016, which is when the marketing would begin. As part of our marketing program, PMP advertises all the properties in its portfolio on 100+ websites with pictures and video to generate interest. This property received much activity during the period November 11, 2016 to January 14, 2017.From the activity generated from the marketing, calls and showing tours of the property were Scheduled with the prospective applicants by PMP Agents. On every occasion, the Agent attempted to contact the owner to coordinate. On all occasions, either the owner was unreceptive to showing the property or so restrictive in the time that it was unreasonable for the Agent and prospects. In addition, the PMP Agent was working with a Realtor that was willing to forego a commission to place a tenant in the home that wanted to desperately rent the property; however, the owner would not allow the tour. In addition, the PMP Agent had a scheduled open house to generate interest which had to be cancelled because the owner would not allow the open house. Because of all the above, the owner was in breach of the contract and if allowed on multiple occasions PMP would have been able to secure a rental agreement if restrictions were not placed on the Agents.The owner requested that the $500 be refunded to them. PMP in an email explained its position to the owner, and in a gesture of good faith agreed to refund $250 despite the breach in contract which would allow PMP to recoup some of its marketing cost and Agent time. We thought this was only fair even though it did not cover all of the PMP expenses. Unfortunately, this did not seem agreeable to the owner. Since the owner did not agree and they were in breach, the $500 became non-refundable.We hope this clarifies our position regarding this matter, and if you have any additional questions, please feel free to contact our office.Property Management Pros, Management Team[redacted], Suite [redacted], Bethesda, MD [redacted], T: ###-###-####, F: [redacted]

We apologize that you are unhappy with our level of communication regarding your property. We have various employees that handle different aspects of the management duties (cx. Sales, Leasing, Portfolio Manager, etc). So, it is normal to hear from different people within Property Management Pros....

You hired our company (not a single employee or person) to secure a qualified tenant and then manage your property.We have reached out to you multiple times by phone and email over the last few weeks, since you became a client on January 28", 2016, inquiring about the rent-ready date. You informed us on several occasions that the work was not completed by your hired vendors. You even responded on Feb 5" stating “I have a number of contractors coming out next week to turn the place over.” A month later the work still had not been completed when we reached out. You responded on March 8"“I'm having some difficulty with contractors finishing the job in a timely manner. “We did not hire your contractors, and therefore cannot control that your home has not been ready for photography to be marketed for rent.We visited the property on March 8" after we spoke to provide you with a list of necessary rent ready items. We tried to help get the home rent ready for photography after you were unsuccessful with the contractors you hired. We sent an itemized list on March 10", along with 71 photos, documenting the condition of the property. We even discussed what items would necd to be completed to get the home in rent ready condition on March 11" After two business days from our previous conversation, you submitted a notice of cancellation. When we spoke to you on the phone, we asked that you submit this cancellation request in writing, per company policy and management agreement.We accepted your cancellation notice in writing, and let you know that your account would be closed. The $837 marketing and Services recovery fee applies. This fee re covers our costs, including account set up, visiting the property, performing an inspection and communication. The fee is not just for marketing but also for services recovery.You continued to call us at our multiple locations on the phone. We advised you that we require you r responses and/or questions to be in writing, so that they could be reviewed and you could also expect a response in writing. This is company policy.We do the best job we can do, sometimes our best efforts are not seen as good enough. It's unfortunate that we were not able to obtain the photography for marketing and advertising because the property was not rent ready. However, it was not due to our lack of efforts or communication.

[redacted], We have reviewed your account, and this is what we have found.  It is going to be imperative that you contact us outside of the Revdex.com because you gave us previous instruction to notify your tenants to vacate the property at the end of their lease as you were choosing to move back...

into the property.  It is our understanding that they would have preferred to stay; however, we have already executed your instructions.  Regarding Hand-Crafting your management experience, your Owner Statement reflects the following.  You received your proceeds payments 2/9, 3/7, 4/6, 5/4, 6/20, 7/7, 8/4, 9/8, 10/24, 11/6.  Receiving your funds early, that is only one part of the Signature Service Program.  As far as damage to the property, management companies are never responsible.  If we are going to continue to manage the property, these damages could be deducted from the tenant’s security deposit as this is what it is intended.  We made numerous calls to the Insurance Agent and even faxed the estimate for repairs twice because she said the first was not received.  We have no control whether the insurance company approves a claim.  If you would like to contact the Insurance Agent directly, this is her contact information and you are welcome to call her.  [redacted], [redacted]. Regarding the sprinkler, in a multi-unit dwelling, it would be the responsibility of the HOA as we do not, nor would you have access to the shut-off valves to the system.  We think you might be slightly confused regarding the service that we provide.  We can move forward however you choose.  We can renew the tenant if it is not too late.  We can follow-up with the insurance agent.  We can terminate the PMA today.  You just tell us what will make you happy!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:It is fabricated. As I mentioned, we received no updates or contact after the first month. The contract did not mention an early termination fee and even if it is normal to have one, the business breached the contract by failing to provide communication  to include failure to answer or return calls an emails. Their negligence allowed the property to be in the condition necessary to allow the flood to happen. 
I dispute any fee an especially some arbitrary number made up for their response. They are a disgusting business and should not be allowed to mask themselves as anything else.I still want.my 
Regards,
[redacted]

09/09/2016Revdex.com1411 K Street, NW - 10th FloorWashington, DC  20005-3404RE:   [redacted] Washington, DC  [redacted]Subject:   [redacted]   Centreville, VA [redacted]Attention:  [redacted]We are in receipt of the complaint to the Revdex.com regarding the property referenced above.   Although this incident occurred prior to my appointment as Portfolio Manager, I further investigated the matter to the best of my ability.  After going through the keys left behind by the last Property Manager, I was able to find a key with the tag noted “[redacted]”.   This key will be returned back to the Owner today with the other outgoing mail.  I’m in hopes that will help close out the account regarding the Owner’s key being returned.

Property Management Pros is a National Company and we strive to provide for the highest level of customer service for our owners and tenants.  We have managed thousands of properties successfully over the years including this one, and I think the owner would even agree prior to this tenant....

 With a Company of our size, it is not uncommon to have centralized services or centers that assist our Regional Offices in a host of tasks.  This is what is referenced with the [redacted] Manger asisting with the [redacted] market.  Specifically, I would be happy to have a conversation with the owner of the property regarding the tenants that currently occupy the property.  Please advise if you are open to a call.  Thank you!

Attention: [redacted]We are in receipt of the complaint to the Revdex.com regarding the property referenced above. After a thorough investigation of the WOs that were placed by the Tenant, [redacted], it has been noted that he did in fact put in a request for the Dishwasher and Windows.On March...

14, 2016 - WO#[redacted] was opened by the Tenant re: the Windows were allowing in cold air. Our contractor went out and assessed the issue. We then reached out to the Owner to advise the Owner of the WO put in by the Tenant regarding the matter and the Owner refused to repair the Windows.On March 14, 2016 - WO#[redacted] was also created for the Dishwasher by the Tenant stating that the Dishwasher was giving them problems for over a month and now will not clean dishes properly.A contractor was assigned to go out and assess the issue and it was noted that the Contractor/ "[redacted]" made 3 appointments to go to the property but the [redacted] cancelled each appointment.I reached out to [redacted] on 05/23/2016 to find out his concerns regarding both his late payment for rent and the WO that was put in for the Dishwasher. I also mentioned to him that it was to my understanding that he had cancelled a couple of the previous appointments that were set by the contractor. After hesitating, he stated "that he had forgotten about the appointments". I informed him that a new Work Order #[redacted] would be created and that my new Maintenance Technician / Michael would contact him directly to get access from him to the property to assess the issue noting that the dishwasher was inoperable and needed to be replaced. I reached out to the Owner to inform her of the dishwasher issue again and provided her with the following correspondence:Hi [redacted] & [redacted],We recently received a WO from the Tenants regarding the Dishwasher is inoperable.The Cost to Replace, Install and Remove the Old Dishwasher will be around $ 737.00. Please note that the cost to repair the Dishwasher would be about the same price.Please let me know at your soonest on how you would like to move forward.Sincerely,Tammy G[redacted]Portfolio ManagerProperty Management ProsI had several other correspondences on the following dates... 05/24, 05/28, 06/01.On June 01, 2016, is when the Owner finally approved the Dishwasher replacement with a like kind. We are now awaiting the installation and replacement of the dishwasher at this time. The Tenant has also been notified of the latest by my Quality Manager team.

Again, Property Management Pros is a National Property Management Company with thousands of satisfied customers.  We recommend that this owner read this and any other document prior to signing as no terms were breached by PMP.  Furthermore, Section 7 titled Termination outlines the termination fee.  Regardless, PMP waived this owners termination fee and refunded the $500 on 3/13/18.  Therefore, we consider this matter closed and no further communication is required.

We have provided a thorough outline in response to the Owner's complaint.  There was never any access charges to the Owner account.  And, there were only 3 Maintenance WOs placed by the Tenant in which we went out to assess the issue and make repairs as necessary.  Please find...

attached a copy of the WOs made and repairs noted.  We also have noted several correspondences made between our company and the Owner or via emails / calls.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:It is not clear that the statement below: "Section 1: Appointment of Managing Agent Owner hereby appoints Agent as sole and exclusive Agent of owner to market, rent, lease, manage and/or sell the property described upon the terms that will follow."Means that the Property Management Company can make adjustments "according to the Market and what the Market will bear" without any notice to the owner. Further, how is the market defined and how are you clear about the difference between below market and market? Market price is the price where supply and demand converge and meet. When there is nothing and nobody representing the interest of the seller (or renter in this case), the convergence is skewed and one-sided. Therefore, the give is all at a loss to the seller, not to the buyer, and certainly not the party making the deal whose only interest is in the deal going through. In this case, the management company is not fulfilling its duty as an Agent to the seller.
Regards,
[redacted]