Professional Property Management

Review: PPM has been giving my roommate and I issues on our security deposit. The initial walk through was scheduled July 29 at 11:30 am. My roommate and I could not attend this appointment, and when requested to change the walk through time they denied our requests. We cleaned the apartment over 10 days before vacating and 5 days afterwards so that on the 29th of July it would be clean for the walk through. The property management conducted a walk through and stated vague instructions that needed to cleaned such as a door knob or the front/back of the door. They also stated that the oven and microwave needed to be cleaned, and they both were spotless. My roommate went back and recleaned after the walk through. She sent an email afterwards with concerns, and a list of products we used to clean the apartment. Then they replied back a day later stating there were issues with the floor. They stated the floor was dull because of the Pinsol but that was never brought initially, and that this was an issue after the fact. Also there is no difference between the flooring under the oven compared to the rest of the apartment. The floor had been extremely scratched before we moved in. Then they stated that the curtains were "shrunk" and that they were going to replace them with $1000 drapes. The drapes are maybe worth $100. The drapes in one bedroom never reached the bottom of the window sill and we have pictures to prove it. The drapes on all the windows sit down to the sill. There are multiple people online reporting similar situations. I believe this company is extremely unfair and unprofessional. I do not recommend renting from this company and if you do be sure to document everything.Desired Settlement: The responses changed from repairs to replacements. I do not believe that they need to replace the floor or the drapes that are "$1000". A solution to this issue would be to take a small monetary amount from our deposit to buffer/polish/finish the floors. However the floor was extremely scratched before we moved in so this might not even work.

Business

Response:

Professional Property Management, Inc., (PPM) appreciates your forwarding the complaint ID [redacted] from the former tenants [redacted], [redacted] and [redacted], PPM understands in reading the complaint the tenants took issue with our rescheduling the first of two move-out walkthroughs; the inability for PPM to reschedule walkthroughs in this extremely busy time frame; the lack of direct communication with the field representative doing the walkthroughs and the tenants dispute with the 24 hour cleaning notice, the items listed as tenant's responsibility for cleaning and damages; the tenant also mentions issues with follow-up communication to voice mails and e-mails and being denied to meet with PPM representatives at the property; finally the tenants supposition that there would be no refund of the security deposit. The paragraphs that follow give our response to these complaints.

Professional Property Management, Inc. (PPM) is a reputable company that has been in business for over 30 years. We understand that moving can be a stressful time for tenant's and PPM has made every effort to streamline the move-out process; provide tenants' with required information concerning the 24 hour cleaning notice as required by state law; and conduct our business with tenants in an impartial and fair manner. In July our company had to schedule 125 move- outs at the end of month. PPM did communicate with our tenants by letter and e-mail, and [redacted] and [redacted] received three notices beginning June 18th, the first notice set the initial move-out walkthrough for July 29th at 11:00 a.m.; the second notice was a general e-mail letter offering tenants to make adjustments in the vacate date to either sooner in July or later in the early days of August to help with our scheduling the large number of move-outs; the third notice sent July 13th did make an adjustment to the time for [redacted] and [redacted]'s move-out walkthrough, changed from 11:00 a.m. to 1:30 p,m. Our front office staff made every effort to accommodate tenants' requests in adjusting days and time; however, there just wasn't much wiggle room in the schedules. We did let tenants know that their presence was not required at the first walkthrough that the 24 hour cleaning notice would be left on the kitchen counter and the tenant would have opportunity to come back and clean, [redacted] did review the 24 cleaning notice and e- mailed our office July 29th noting disagreements with the items listed as not clean to PPM standards. In an e-mail to our office, the tenant mentioned the scheduling of the walkthrough and the items needing additional cleaning and wanted to discuss with the field rep the cleaning items; our front office responded to [redacted]'s e-mail on July 30th informing the tenants that the field representative was out of the office conducting other move-out walkthroughs and would respond later in the week. The front also explained the need for rescheduling the first walkthrough adjusting the time forward.

On August 1st the field representative did call the tenant and left a voice mail message asking if the tenant wanted to be present at the second walkthrough—no return call was received. PPM kept calling and on Monday, August 5th finally was able to reach [redacted] and scheduled a meeting at the property on Wednesday, August 7th. PPM Owner, [redacted] and Account Management Coordinator, [redacted] met with [redacted] at the unit on August 7th and discussed the condition of clean, PPM's standards, and the potential damage issues with the flooring and drapes. The tenant admitted to washing instead of dry cleaning the drapes. PPM owner, [redacted] graciously gave the tenant yet a 2nd opportunity to clean the items that were not clean to PPM's standards. The only exception that was discussed with the tenant was the hardwood floors, We explained to the tenant that the company that laid the flooring was going to investigate what could be done to restore the flooring's natural satin sheen. PPM returned to the property after the tenant 2nd cleaning opportunity and accepted the condition of clean on ail items except the hardwood flooring. In and e-mail sent Tuesday, August 13th to the tenant PPM explained the flooring company determined the floors needed to be cleaned properly in order to remove a buildup of dirt, cleaning agents and Murphy's soap and this would be done at tenants expense.

PPM's cleaning staff cleaned the hardwood floors; the cleaning person reported there was a combination of dirt, cleaners, and wax and that once this build up was removed the floor's natural satin finish returned, In an additional e- mail also sent August 13th PPM explained to the tenant we were not charging for the drapes just the cleaning of the hardwood floor.

The security deposit refund disclosure was mailed to the tenant on August 23rd, five days in advance of the 30 day refund date of August 2Sth. There were no damage charges withheld from the security deposit and the only cleaning charge withheld was $100,00, the cost to clean the buildup of cleaning agents, dirt end waxes on the hardwood floor.

In summary, we made every effort to accommodate the concerns of the tenant during the move-out process. We answered all communications in timely manner and the owner and the field rep at our Initiation met with the tenant at the property to discuss concerns and questions. Furthermore, at the generosity of the owner, the tenant was given a second chance to clean to PPM standards. PPM is satisfied that our business with the tenant was fair and impartial and every effort was made to address the tenant's concerns,

Sincerely,

Account Management Coordinator

Licensed Property Manager

Professional Property Management, Inc

Review: I am seeking advice/forwarding a complaint about this property management that I have been currently dealing with in the past year. My roommate and I just recently decided that we are not going to renew our lease because we both were having to move from the area. So, we gave more than a 2 weeks notice to PPM about not renewing. The scheduled us a walk-thru date of July 29th at 11:30am. My roommate had to already leave town on the JUly 26th, so she was unable to attend this walk thru. I found out too late and was unable to get off work to make this appointment. This business/property management sent emails and mailed out letters to tenants claiming that if you called you could get your walk thru rescheduled. Well, I personally called three separate times to ask for a reschedule and was denied. I was told by office staff that it was okay, it wasn't required. I was like I know its not required but it is always a good idea to have someone there especially for issues like this. They refused to reschedule us and kept saying it would be okay. Well, now, my roommate and I are faced with this long list of items that the guy doing the walk thru claimed we did not do. I infact spent four days cleaning that and some of those items I cleaned now makes four times. I emailed them and called on multiple occasions to talk to Tom (the guy in charge of doing the walk thru) not only to get clarification on what was still wrong, but also to figure out what they were considering the major issues. The office staff refused to talk to me about this issue, and just kept telling me tom was out of the office. Finally, on August, 1st they allowed me to leave him a voicemail concerning, which was not returned until today. Now, it looks like my roommate and I stand to loose almost the entire deposit, which we feel is ridiculous given we did not leave that apartment in bad condition. IN fact, we feel they took advantage of our situation and now we are literally paying for it. We feel the claims they made are unjust.Desired Settlement: I would like an opportunity to meet with the guy, which has been and is still being denied to us. HE claimed to have called me giving me an opportunity to go do the walkthrough with him, but I never received that call nor that message. Also, I would like the opportunity to discuss this issue but for some reason they are ignoring our claims and calls. I have phone records and emails that show I have attempted to contact him. I also have photos of the apartment as well.

Business

Response:

Professional Property Management, Inc., (PPM) appreciates your forwarding the complaint ID [redacted] from the former tenants [redacted] and V[redacted]. PPM understands in reading the complaint the tenants took issue with our rescheduling the first of two move-out walkthroughs; the inability for PPM to reschedule walkthroughs in this extremely busy time frame; the lack of direct communication with the field representative doing the walkthroughs and the tenants dispute with the 24 hour cleaning notice, the items listed as tenant’s responsibility for cleaning and damages; the tenant also mentions issues with follow-up communication to voice mails and e-mails and being denied to meet with PPM representatives at the property; finally the tenants supposition that there would be no refund of the security deposit. The paragraphs that follow give our response to these complaints.

Professional Property Management, Inc. (PPM) is a reputable company that has been in business for over 30 years. We understand that moving can be a stressful time for tenant’s and PPM has made every effort to streamline the move-out process; provide tenants’ with required information concerning the 24 hour cleaning notice as required by state law; and conduct our business with tenants in an impartial and fair manner. In July our company had to schedule 125 move-outs at the end of month. PPM did communicate with our tenants by letter and e-mail, and [redacted] and [redacted] received three notices beginning June 18th, the first notice set the initial move-out walkthrough for July 29th at 11:00 a.m.; the second notice was a general e-mail letter offering tenants to make adjustments in the vacate date to either sooner in July or later in the early days of August to help with our scheduling the large number of move-outs; the third notice sent July 13th did make an adjustment to the time for [redacted] and [redacted]’s move-out walkthrough, changed from 11:00 a.m. to 1:30 p.m. Our front office staff made every effort to accommodate tenants’ requests in adjusting days and time; however, there just wasn’t much wiggle room in the schedules. We did let tenants know that their presence was not required at the first walkthrough that the 24 hour cleaning notice would be left on the kitchen counter and the tenant would have opportunity to come back and clean. [redacted] did review the 24 cleaning notice and e-mailed our office July 29th noting disagreements with the items listed as not clean to PPM standards. In an e-mail to our office, the tenant mentioned the scheduling of the walkthrough and the items needing additional cleaning and wanted to discuss with the field rep the cleaning items; our front office responded to [redacted]’s e-mail on July 30th informing the tenants that the field representative was out of the office conducting other move-out walkthroughs and would respond later in the week. The front also explained the need for rescheduling the first walkthrough adjusting the time forward.

On August 1st the field representative did call the tenant and left a voice mail message asking if the tenant wanted to be present at the second walkthrough—no return call was received. PPM kept calling and on Monday, August 5th finally was able to reach [redacted] and scheduled a meeting at the property on Wednesday, August 7th. PPM Owner, [redacted] and Account Management Coordinator, [redacted] met with [redacted] at the unit on August 7th and discussed the condition of clean, PPM’s standards, and the potential damage issues with the flooring and drapes. The tenant admitted to washing instead of dry cleaning the drapes. PPM owner, [redacted] graciously gave the tenant yet a 2nd opportunity to clean the items that were not clean to PPM’s standards. The only exception that was discussed with the tenant was the hardwood floors. We explained to the tenant that the company that laid the flooring was going to investigate what could be done to restore the flooring’s natural satin sheen. PPM returned to the property after the tenant 2nd cleaning opportunity and accepted the condition of clean on all items except the hardwood flooring. In and e-mail sent Tuesday, August 13th to the tenant PPM explained the flooring company determined the floors needed to be cleaned properly in order to remove a buildup of dirt, cleaning agents and [redacted]’s soap and this would be done at tenants expense. PPM’s cleaning staff cleaned the hardwood floors; the cleaning person reported there was a combination of dirt, cleaners, and wax and that once this build up was removed the floor’s natural satin finish returned. In an additional e-mail also sent August 13th PPM explained to the tenant we were not charging for the drapes just the cleaning of the hardwood floor.

The security deposit refund disclosure was mailed to the tenant on August 23rd, five days in advance of the 30 day refund date of August 28th. There were no damage charges withheld from the security deposit and the only cleaning charge withheld was $100.00, the cost to clean the buildup of cleaning agents, dirt, and waxes on the hardwood floor.

In summary, we made every effort to accommodate the concerns of the tenant during the move-out process. We answered all communications in timely manner and the owner and the field rep at our initiation met with the tenant at the property to discuss concerns and questions. Furthermore, at the generosity of the owner, the tenant was given a second chance to clean to PPM standards. PPM is satisfied that our business with the tenant was fair and impartial and every effort was made to address the tenant’s concerns.