Providence

Our house almost burnt down due to negligence and failure to fix anything we've asked since move in via in writing, registered mail, and court docsWe moved in almost 11 months ago and have asked our landlords to fix various code violations, which they never did. I had to Even send a registered letter from code enforcement outlying my complaints. The faulty electrical being one of them. I have records to show me begging them to fix various code violations that didn't make me feel like my wife, 4 children, and elderly 80 year old father, aren't safe and haven't been. Our furnace caught on fire yesterday morning and I had to evacuate my whole family and pets because the house was full of smoke. I woke up to the smoke alarms that I personally had to install and pay for because the company wouldn't. Thank God for me doing that, or else I could have lost my whole family and everything we own. I have tried and tried and tried to communicate with them, with no return calls or texts. It takes my house almost burning down for them to do anything. We are seeking out a lawyer because this is wrong and is due to their negligence. And they act like it's no big deal, minimizing the fact we have smoke damage to everything in our home and leaving us with no heat since the heaters we have and the 1 they brought keep popping the breakers, we are left in the cold. [redacted] won't even respond to give me any other options. The fire was ruled to be cause by faulty electrical and the fact the furnace hadn't been serviced in years, all resulted in the fire. This is wrong and the fact they keep denying they knew when I have lots of proof in writing, registered mail, and court paperwork from the illegal eviction they filed on us after receiving the registered letter in retaliation. We had to spend more money to fight and that's what they keep doing. These are terrible business ethics and they should have consequences because I almost lost everything I own and people I love. Desired SettlementI want all rent paid refunded and deposit for having to pay to live in an unsafe home and with them having knowledge of the unsafe said living conditions, all which I have proof of via paperwork, video, audio, surveillance and texts, which I can provide and refunded for expenses spent on the home to fix and repair the smoke damage and all other expenses associated with. I also want them to be fined for allowing them to let people live like this and or have business license revoked for negligence. We could have died! Business Response Contact Name and Title: [redacted], BrokerContact Phone: 775-823-8000Contact Email: [redacted]Providence, Inc. Just took over this property from another real estate company 2 month's ago. we inspected the property at the onset of our management services and the tenant was hostile towards us during that inspection and although the tenant complained a great deal about the previous management company and was under eviction from that company, there was nothing the tenant sited as being in need of repair at that time. he did tell us that he had to replace/install the smoke alarms or batteries, when he moved in (again long before we took over) to which we informed him that all he needed to do was turn in the receipts for those and we would credit his rent. At that time we also vacated the eviction proceedings to allow them to stay. We then informed them that if they had any maintenance issues in the future to use our simple online maintenance request system and it would be addressed; to date they have never submitted or requested maintenance of any kind. On saturday morning 01/23/2016 I received a call from this tenant regarding a "severe fire" from the furnace and that the fire department was already there. I immediately contacted a HVAC company to go to the property and assess the cause and restore heat. I then contacted the tenant and asked him the situation he seemed very calm and told me "The furnace caught fire "or something, I don't know, but the house was completely filled with smoke". I then spoke with [redacted] w/ [redacted] Fire Dept. who was on scene and he informed me that they bored test holes and could find no evidence of a fire, but that there was smoke, which came from the wall heater (not a furnace as the tenant describes) and there was some melted wires inside the wall heater. [redacted] added that there was absolutely no smoke damage. All of this occurred within minutes of the after hours emergency call. Then one of my property managers contacted the tenant and the HVAC company in less than two hours to make sure someone would be there so he could as the wall heater and any damage as well as to bring him space heaters. the tenant was again very calm on the phone with my manager and told him that he didn't need space heaters because he already had some. As a precautionary measure the manager still bought a new space heater and delivered it and assessed the situation as well as took pictures. However, when he arrived he was verbally assaulted by the tenants, threatened with legal action, and ranting with obscenities for 15 minutes. They asked why myself (the Broker) of the company was not here or why a maintenance person was not here, to which my Manager responded because no one will come out and put up with your verbal assault and it would then take longer to address your concerns. During the Manager's visit, when the tenant again complained about the smoke alarms he bought and again he was told to submit the receipt and he would receive a credit no questions asked. He still has not. I believe this tenant is upset with the previous management company attempting to evict them, but has no legitimate complaints about the property. This very morning (Monday 01/25/2016) [redacted] (heating & air) as well as [redacted] has been dispatched to the property, it is in the hands of the tenant to allow them entry and not be abusive so they can continue there work and repair/replace the wall heater and repair light fixtures damaged by the fire department looking for a fire that did not exist. I believe this incident has been greatly exaggerated by the tenant in an attempt to create a false narrative. There is no possible way this issue could have been dealt with faster or more efficiently (even during normal business hours). The tenant has not waited a moment for for a resolution before filing a complaint.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) It is nice to see that they responded so quickly to this, but I can't even get a return text or call. I have video and audio and surveillance and registered letters and court documents that are all stating the nature of my complaints which ive had since time of move in and they ignored. CODE VIOLATIONS. This also demonstrates their lack of accountabilty and responsibility for the negligence that resulted in my house catching on fire, and on the fact that they minimize the situation, and forget its illegal to rent a property without smoke detectors, leave tenants with no heat, and we have children and an elderly father. Ive spoken with both companies dispatched to my home and they were great, but also agreeded that this whole situation could have been prevented, and sympathized with our situation. I had every right to be upset but I was not being hostile and that's why I video and audio record because people LIE. They also agreed that their were modifications made to the unit that werent factory to go along with the faulty electrical throughout my entire house. [redacted] even had the odasittuy to ask the chief of the fire department, how WE started the fire. And couldn't even make sure we were okay. He sent a friend of the business as no one would respond. My family could have died and lost everything, and yet all they do is minimize the situation, do nothing, and some how im the bad guy. I got all my evidence and thats all I'll need. And both [redacted] and providence will be held accountable.Final Business Response This tenants statments are untrue and his resolution of the problem is rediculous. I did not ask the fire department how the tenant started the fire I asked what the cause of the fire was, to which he replied there was no fire. but the smoke was caused by the wall heater. I also have documentation from the HVAC company regarding the wall heater.This tenant seems to confuse us with the previous management company. If his complaints were legitimate then he would go through the court or some other entity for a resolution, but in almost a year he has not.I will not waste my time responding to any further outlandish and untrue complaints from this tenant.

This Rental company has not given me current copy of lease. I have asked multiple times and the only response given was it will be sent to me when it is processed. It has been a month since I have requested this document for proof of my residency.I am also disappointed due to the fact when something breaks or there is an issue its take a long process before I get a response. I do not recommend anybody to go through this rental company for apartment nor home rental.I have been living here roughly 5 years and my eyes assumed we were in good standings.The rental agent as well as owner, his name is [redacted]Desired SettlementI would like updated lease requested to be sent the me.Business Response The tenant sent an email requesting the countersigned version of the one page lease renewal document over the weekend. I informed my staff this morning, who found it in a to be filed stack and emailed it to him this morning. He already gad the same document already, just without management's signature.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am currently waiting on signed copies. I received an additional blank copy to sign and send back. All I am asking for is signed copies as requested from rental company. I am very disappointed as this can be easily resolved.Final Consumer Response The Lessor has sent returned lease copies. there was a miscommunication during the process.

Property managers have failed to respond in a timely manner to address the safety hazard in the property rental that I lease from them.On January 2nd, 2016 I put in a maintenance request to Providence Inc. on there online access portal they have for there tenants. In the maintenance request I told them that "the pilot light on the heater is not always lighting! because of this, the heater is releasing the gas into the household through the vents. Need it fixed as soon as possible. Especially because of the harsh winter conditions." I waited a week for a response from them. On January 8th, 2016 I decided to email them because I did not receive any phone calls or emails. In the email I wrote "Last Week I put in a maintenance request for someone to come and fix my heater which is spewing out gas through the whole house. It does it more often when I turn the heater up past 70 degrees then when I keep it lower. And because of the harsh winter we have been having lately, it gets very cold in the house. I feel like this type of request would be very high up on the priority list because it is endangering my health along with anyone else who comes over to visit. If you could please get back to me as soon as possible, it would be greatly appreciated." After several days with no response from them in any way I decided to email them again on January 14th, 2016. In this email I said "I am writing to you again about my furnace and the gas smell that has been coming out of my vents into the house. Because you have failed to get into contact with me about the maintenance request I put in for this over two weeks ago or reply to my email I sent a week ago I have decided to take it upon myself to contact [redacted] to figure out what the gas smell was. They sent a guy out immediately to take a look at the furnace. He said that my furnace was releasing dangerous levels of carbon monoxide into the house and because of this he had no choice but to tag the furnace and turn it off completely, leaving me without any heat for the night. He also told me that I needed to contact you so that you can get a furnace specialist to come and take a look at the furnace to see if it needs to be fixed or replaced. If I do not hear from you guys by January 15th, 2016. I will put a notice in to the Revdex.com about your lack of response to this situation. Also I will be withholding my rent from you until this problem is fixed. If this is a problem for you I have no problem with hiring a lawyer and taking you to court for endangering my life by not complying. Thank you and have a wonderful day." the next day they finally decided to reply back by telling me that I have not been answering any of the calls they have been making and how I have been failing to cooperate or supply any contact information in my previous emails. I have not received any phone calls or messages ever from anyone on there maintenance staff. I immediately replied back apologizing about the lack of contact info because I figured they already had all my contact info when they took over my lease from [redacted] realty. It is currently January 19, 2016. I have been living without heat in my home for five days now and I have not received a single call or email back from them about my maintenance request. I have all the emails that I have sent them and that they have sent me. Also I have called their offices twice now and have not received any calls back. My step father also called them and left a message and has gotten no calls back. I am just hoping for help to resolve this issue.Desired SettlementI would like for my property manager to send someone to fix or replace the heater in my house so I can have heat again.Business Response Contact Name and Title: [redacted] Maint CoordinatorContact Phone: [redacted]Contact Email:[redacted]On 1-2-16 The complaint listed above contacted the office and advised us that "Pilot light on heater is not always lighting" on Saturday night at 8:47 PM. On Monday morning 1-4-16 at 7:21 AM this was dispatched to our maintenance person who lives in Carson City, made attempts to contact by phone, and left a note on the property once. No reply was received, which is quite common. Pipes were freezing all over town and when we don't hear back from tenants, we don't continue to chase.On 1-15-16 Friday at 3:46 I ([redacted]) was forwarded an email by [redacted] from [redacted] which he had just received. I responded ASAP advising [redacted] that we were having trouble reaching him, and might not have a good number. On 1-19-2016 Friday, after hours at 5:48 PM, right before a 3 day holiday weekend, we received a new work order advising us the heater had been red tagged. According to [redacted], he had contacted S.W. Gas to investigate. [redacted] claims that SWG told him that there was harmful levels of carbon monoxide. Neither He or SWG has provided us with a report attesting to [redacted]'s claims, which is common with NV Energy who will contact us while on site.. I was on a plane heading out of town and did not receive this email till some time the next day. I contacted [redacted], which is a 24/7/365 HVAC Vendor, and they were unable to set an appointment till Tuesday, due to being short staffed due to the 3 day weekend and other pending emergencies. One 1-19-16 at 4:18 pm I ([redacted]) was contacted directly by email from [redacted] for the first time, who advised me he the heat was still off, and he had not heard from [redacted] yet. I provided him with their number and them with his numbers and [redacted] got back to me the next day confirming they have an appointment set up with [redacted]. After that [redacted] advised me they could repair the unit, but it is old and would be better to replace. I advised [redacted] that the quickest this could be done was Monday 2-1-2016 and advised him also he can always buy some space heaters, save the original receipt, and we would buy them back from him at full price as soon as this is resolved. [redacted] seemed satisfied with the actions taken, but as of the last email was requesting that we credit him back for 1/2 of the months rent, lower his monthly rent, and resign a new lease at the lower rent.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not except this request because there are several false statements that they have made. First, I was never contacted by anyone from there maintenance staff by phone, email, or by a note left on the property. I have all my phone records as proof of that. Also I have all of the emails that I have sent to them and have received from them at my disposal as well. This wasn't just some frozen pipe, this could have possibly been a gas leak of some kind or worse. It was a lot worse, it turns out that it was carbon monoxide coming out of my vents which could have killed me in my sleep!On 1-15-16 Friday at 3:46 I did receive and email from [redacted] telling me that they were having a hard time reaching me, but in that same email they told me that I had failed to provide any contact information for them in my past emails. I did not think I needed to provide any contact information in my past emails because I assumed that they already had both my cellphone number and email from [redacted] realty (the property managers that they got this account from). [redacted] never had a problem reaching me from the same number and email address. On 1-15-16 friday at 7:19pm I responded to said email telling them this and then providing them with my Cellphone number and email address. 1-19-16 is a Tuesday not a Friday, it was also the day after the three day holiday weekend that they are talking about. On this day at I did not receive yet again any phone calls, missed calls, voicemail's, emails, or notes on my property from anyone on providence maintenance staff or from providence themselves. so I decided to email them yet again at 4:18pm telling them that I have heard from no one and decided to provide them with my work phone number as well so they had another way to contact me if they were truly having a hard time reaching me.on 1-14-16 Thursday I did call southwest gas to have them send someone out to look at the heating unit because I was afraid that it was some kind of gas leak. They did send someone out right away to look at it. After he was done looking at it he told me and wrote me a report that it was producing carbon monoxide do to the circulating air not sealed airtight from the combustion air. I do have the report from [redacted] and was more then happy to provide it for them but they never bothered to ask for it or even ask if [redacted] wrote one up for me.[redacted] did contact me immediately on this matter and I did set up an appointment with them for them to have a service technician come out and take a look and if possible repair the heating unit. On 1-20-16 Wednesday A technician from [redacted] came out at about 3:30 in the afternoon. After an hour of the technician inspecting the heating unit he approached me and told me that there was nothing that he could do to fix it and the only thing they could do is replace the heater. He also said that they would contact Providence and then see if they wanted to get estimates on how much it will cost to replace it. Which they did because a few days later [redacted] called me back to set up a day for someone to come and take an estimate on how much it would be to put a new heater in. While he was doing his estimates he looked at the intake vent on the wall in the living room to see how big it was. Only to discover that there was no actual intake vent there at all. There use to be an intake vent there before someone had completely sealed it off and decided to put the grate back on the wall to hide the patch. Because of this the heater still needed intake vents. So someone decided to cut and drill a couple of holes into the base where the heater sits on top of to act as intake vents. It is illegal to have intake vents in the same room as a heater and or a water heater because it circulates the air from the heaters exhausts. Thus creating the carbon monoxide that was flowing into the house. There is no way that the owner of this property could not have known about this because he would of had to approve it in order for anyone to do it. Making this property hazardous to live in.On 1-27-16 Wednesday [redacted] called me to set up a time and day for them to come and replace the heater. They asked me if February 1st, 2016 would be a good day for me and I told them that it was fine. Unfortunately in order for them to come and replace the heater someone had to be present while they replaced it. I asked them if they were able to do it on the weekend at all because that is the only time I have off from work. They told me that they don't work weekends and that during the week days is the only time they could do it. I work from 6 in the morning to 2:30 in the afternoon Monday through Friday and they told me that they needed to start at about 8:30 in the morning. This means that I had to take most of the day off work in order to be hear for the install. I emailed [redacted] about this on 1-28-16 Thursday telling him that I would have to take off of work early because I don't have anyone else who could come over and do it for me. Also in the same email I informed [redacted] about the date and time of the install. He did not advise me on it! As for the space heaters yes [redacted] told me that I could go out and buy a few space heaters to use until this is fixed and that if I kept the receipt that they would come pick them up and fully compensate me for them. I went out to [redacted] that day and did just that. I was very appreciative that they were willing to reimburse me for the heaters, but I live in a house and the heaters were only able to do so much, especially in these harsh winter conditions that we have been having.As for the last email I sent him I did not just demand money and for lower rent. On 1-28-16 I emailed him saying " There are a few things that I wanted to make sure you know about. First this is that [redacted] has called me and set up a day to come and replace the heater if everything gets approved. the date is Monday February 1st, 2016. Which is next monday, but because someone needs to be present while they are here I have no choice but to take off work early in order to be here. Secondly, because of how long it has taken to fix the heater sense I put the maintenance request in and the fact that I have had no heat in the house for two whole weeks I believe that it is only fair that I pay half of February's rent. I believe this is only fair because I haven't been able to stay in my house the whole time because of how cold it has been. I have had to stay with friends and family. Also I believe this is fair because I will be losing a lot of time at work having to be here in order for them to replace the heater. The last thing I wanted to inform you about is that on the original lease that I signed with [redacted] realty, it says that my lease ends on February 28th 2016. If this is still the case then I would like to know if there is anyway that the owner can come down on his rend at all because I am willing to stay and I like living here but what he is asking for is a little to much for me. If he is not willing to budge then I will have no choice but to put in my thirty day notice. Please contact me as soon as you are able to so we may talk about this. Thank you and have a wonderful day" [redacted] emailed me back later that night stating that he could not authorize this without asking the owner. Then he goes on trying to guilt trip me by telling me that the owner has already spent $2200 dollars to replace the heater and that asking for $450 more would hurt him and how I would feel if someone did that to me. After that he said that he is to busy to talk to the owner about lowering the rent and me resigning another lease and that I would have to wait a week for him to be able to talk about it. My rent ends at the end of February. After that email I emailed him back restating why I should be compensated for what I have had to go through. Then I let him know about the vent intake and how the owner could not have known about it and how the owner let people move into a hazardous house and about how I could have died inhaling that much carbon monoxide. At the end of this email I tried to negotiate a little with them saying that I would pay all of February's rent and sign on for another year lease if they were willing to drop the current rent price and all I wanted to do was talk about it. I have been a good tenant who has always been on time with his rent and have never received any complaints from the neighbors or anybody in the year that I have lived here.I am happy to say that today is February 1st, 2016 and the heater has been fully replaced in the house and I have heat flowing again after 18 whole days without heat. My main problem with Providence has been solved but now all I want to figure out is what we can do to figure out the renting situation.

Ever since I have moved into this apartment under the lease with Providence Property Management I have been unsatisfied with their cooperation in fixing what I need fixed. When I moved in on February 1st 2016 I found out that my dishwasher didn't work when I was informed it did and I asked them to fix it multiple times before the actually fixed it almost 2 months later, then when I could actually use the dishwasher it would leak all over my kitchen floor and I notified management about it and my leaking fridge that leaks all over my food in April and have put in multiple repair request and it is now June and my stuff is still broken and haven't heard anything from management or a repair person. This is the worst company I have ever leased from, and I will never lease from them again.Desired SettlementI would like them to fix what I have been asking them to fix and fix it soon

This company has done little to nothing to address maintenance requests and promotes rude customer service when asking for a resolution.To start off, the house we are currently residing in was advertised that floors in the laundry room would be placed prior to move in. This did not happen and when pointed out to that they were not repaired when trying to get other items resolved, was told it was a minor issue. Not addressing that this was how the property was advertised. Shortly after we moved in we informed the fireplace and doorbell did not work, as well as racks missing in the fireplace with a maintenance request on 6/5. The owner of the company told us the racks were in the garage (something he knew upon his inspection but did not replace). The maintenance repair man called to initially assist with replacing the racks and when we told him that they're supposed to be in the garage, his response was 'good I didn't want to come out that far anyway'. Upon location of racks it turns out there is what appears to be paint which is most likely why it was in the garage to begin with. About a month after our initial maintenance request, which still has not been addressed, we submitted another request, on 6/29, due to constant leaking from our shower faucets as well as the condition and concern of the located oven racks. With no response in a week I left a voice message for follow up and asked to provide pictures of the oven racks. Once the photos were received an email response was given that we should just scrub them. In an attempt to call and resolve all issues, my husband was laughed at and hung up on. I called back to try and resolve calmly in which I was cursed at. I followed up with an email to the owner of the company and who I assume was an admin that was answering the phone providing a solution to the issues, as well as to complain about the treatment we received and the company owner complained that we were harassing and trying to take away from real issues. Again we responded via email just asking that all items be addressed in a timely and as of 7/11 there has been no email, phone call or any response. I do see from previous complaints that they like to say they do call to get items resolved but I assure you, there has been no communication back. As a result our water bill is being affected (despite owner Chris Stapleton telling us there would be no effect to our water bill due to tier billing, but a consistent leak on 2 faucets does have an effect) and all maintenance items (doorbell, fireplace, water leaks, flooring, and oven racks) have yet to be addressed.Desired SettlementWe would like our items to be repaired and addressed. Approximately 2 months since the initial request is excessive even if it's not a high priority item as we have been told. We would also like compensation for our water bill as we are wasting approximately 11 gallons of water a day based on the consistency of the drips.