Real Property Management Colorado LLC

Initial Business Response /* (1000, 6, 2015/08/21) */
We have reviewed [redacted]'s complaint and apologize for any inconvenience that she has experienced. It is our understanding that both the fridge and heater have been addressed. In light of these inconveniences, we would be more than glad to...

reimburse [redacted] for up to $300 in groceries and up to $200 in the [redacted] bill. We will need receipts provided to us for groceries, so we can reimburse accordingly. Please email the receipts to [redacted] at [redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:Recently I filed a complaint with the Denver Revdex.com about Real Property Management and their negligence toward myself and my roommate. Our complaint timed out while we waited for Real Property Management to take action so we are filing a new complaint. Our initial complaint read: "I’m writing to share my experience with Real Property Management so far in the first two months of my lease and hopefully to see concrete action taken to resolve the frustrating problems my roommate and I have been dealing with. Recently, I was charged $248 and had my car towed out of our building’s parking lot. When we were given keys to our apartment we were told that our parking space would be space number 25. We asked which parking spot that was and were told by property management that they didn’t know but we would "be able to tell". Upon reaching the apartment lot we found all the parking spots either unmarked or marked with illegible remnants of yellow paint- save for two spots on the north side of the lot. Using my best judgment I counted from the only marked spaces to space 25. It was empty. I proceeded to park my car in that same spot without any difficulty for the next 3.5 weeks. On a Sunday morning I came to the parking lot to find my car towed. When I asked Real Property Management for help with my parking situation I was told they were not responsible for my not-knowing which parking spot was mine and gave me the number of another gentleman, one whose number was not provided on our move-in date. Only after calling this number was I given directions to which specific parking spot I could park in. Shortly after I paid the towing and impound fees to get my car out Real Property Management said they were not responsible for my car getting towed. I protested a second time saying the location of the space was only given to me after they sent me to a person whose information they did not provide until my car was towed. Again they said they would do nothing.  Within two weeks the parking lot was repainted, this time with legible numbers and clearly delineated spaces. It seems clear to me that they thought there was a need to paint the numbers on the lot because they could not be read. (See attached pictures) We’ve put in several requests for maintenance orders and other basic needs that have been left unacknowledged. At the start of our lease we asked to be given keys to unlock our buildings door but were instead given instructions to page our phones using the building’s buzzer, wait for the call to go through, and then press a number on our phone’s keypad in order to unlock the front door of the building, a process that takes about 45 seconds in total and a process that was designed to be used only for guests of the building. My roommate is a 25 year-old female and doesn’t feel safe at night having to wait for a phone call to go through before she can enter the building, especially considering the area we live in. She called and requested keys after not being given them on our move-in date and over 1 month later, we were mailed one key that we're unable to duplicate. We had to explain that two tenants living in the unit necessitates two keys and are still waiting for Real Property Management to send a second key.  Upon moving in, we found the apartment had several maintenance problems left unaddressed. The faucet on the kitchen sink sprayed a stream of water from the handle onto the counter, wall, and floor when turned on, the oven had no racks inside making it unusable, the stove had no drip pans underneath the burners, and the door to one bedroom had such an excessive amount of plaster applied to the door frame that the door could only rest on the outside of the frame and could not close. We also have mice in our apartment. We were given a maintenance number to call if we needed to set up an appointment. When called, the number gave a message it was disconnected. We called Real Property Management to let them know, and awhile later they called back to say that the number was fixed. We called again and the number was still sending a message that it was disconnected. Three days after our initial call we were able to get through to the maintenance request line. We scheduled a maintenance order for our kitchen sink, oven, stove-top, and the bedroom door. The contractor arrived at 10:30am and proceeded to take a belt sander to the door frame and a saw to the edge of the door itself, covering the living room, the bedroom, and everything in them with sawdust and pieces of wood. He removed the doorknob and, unable to figure out how to put it back on, said he would come back later to replace it. He installed the drip pans under the stove burners, did not add racks to the oven, and said that he couldn’t fix the sink but that the faucet needed to be entirely replaced because it was worn out. He said we would receive a call from his brother. He gathered up some of the sawdust on the floor with his hands and left. Almost a month later we’ve still not received any calls from the contractor or his brother about setting up a new appointment to resolve our original maintenance problems or the new doorknob problem created by the first contractor.  We request that Real Property Management fulfills it's responsibility to maintain a livable space for us as paying tenants. We want our leaking sink fixed, our missing oven racks replaced, a plan to rid the apartment of rodents, a doorknob to be installed on the bedroom door, a key so that both tenants have access to the building, and to be reimbursed the full $248 I was charged for Real Property Management's negligence and failure to provide the basic information to me as a new tenant. We want these outstanding issues resolved within 10 business days (by Friday August 12th, 2016)." --- 20 days after that initial complaint was filed, we received this short response from Real Property Management: "We have reviewed [redacted]’s complaint and respectfully disagree.  Upon signing the lease our office provided [redacted] with the contact information for the HOA.  If [redacted] had questions regarding his parking space, the HOA would have been able to confirm where he should park.  Real Property Management did not tow the vehicle nor are we responsible for the parking lot condition of the community.  Both of these items were done by the HOA.  Typically before a vehicle is towed it is required that notice is placed on the vehicle with a deadline to move the vehicle.  This would have been done by the HOA. Both the leasing agent and the individual who completed the lease signing with [redacted] state that he was given one building key upon his move-in.  A couple weeks after move-in [redacted]’s roommate contacted us requesting a second key.  The HOA was then contacted and a second key was ordered by the owner.  We assume this is the key [redacted] mentions receiving in the mail as Real Property Management did not mail a key. Maintenance personnel have been in contact with the tenant regarding oven racks.  The racks are not available at Home Depot nor does the appliance store carry the racks.  The appliance store is fabricating the racks and they should be shipped next week.  The door knob and sink sprayer were going to be addressed when maintenance returned with the oven racks.  We have asked maintenance personnel to go ahead and contact [redacted] and to complete the repair to the door knob and sink sprayer.  We have reviewed the work order history and this is the first to our knowledge that we have heard of mice in the property.  If there is still a problem with mice, please contact the maintenance line at [redacted]." --- We took Real Property Management's word and decided to wait till the following week to see if they made good on their promise. Unsurprisingly, they have again not done what they said they would do and failed to contact us whatsoever over the course of the week following our complaint. The time spent waiting for some sign that Real Property Management was actually handling this issue caused our Revdex.com complaint to time out and close, necessitating the filing of a new complaint.… First, I'd like to address that there were no instructions given to us upon move-in regarding who was responsible for the building's parking lot, how to identify spaces, or who should be spoken to about the terrible condition of the parking lot when we moved in. There was absolutely no notice given to me before my car was towed from the lot and no effort on Real Property Management or the HOA's behalf to contact me. When we signed our lease the leasing agent had absolutely no idea who I should talk to and told me that I would, "be able to figure it out," — a direct quote. This is her job. She was responsible for giving me, a paying tenant, the necessary information so that I could live within the guidelines set out by property management and she failed to do so and, by extension, Real Property Management failed to do their job. I would also like to again point out that a mere matter of days after I notified Real Property Management that my car was towed because of RPG's failure to provide me with any information about the lot beyond the number of my space, they repainted the entire parking lot with legible space delineation— a clear sign that property management thought the lot was in need of maintenance despite their dismissal of my claim stating the exact same thing. Real Property Management told me it was my fault I couldn't read their parking lot, and then proceeded to repaint the entire lot once my car was towed. If Real Property Management would like to once again dodge responsibility for the property they manage, I need them to provide me with a name and contact information for the exact people responsible so I can be compensated for their extreme neglect of the property. We were given two keys to our unit and a mail key upon move-in and that is all. When I asked the leasing agent how we would access the building’s front door she gave me instructions for accessing the building via the building's paging system described in our previous message. She did not make any mention of a building key. She did not tell us we were supposed to receive a key upon move-in. And even if this were the case, why does Real Property Management think it's acceptable to provide a unit with two tenants one singular key to access their building? There are two tenants. We need two keys. It's frustrating that we need to explain this. This is only one of several instances in which RPM has demonstrated their willingness to do only the bare minimum to keep their tenants paying rent. So again, we will ask that Real Property Management provide both their paying tenants with access to the building they live in by mailing us a second key, as we were only given one via mail after their leasing agent failed to provide any building keys at move-in. The maintenance requests we made in our initial complaint were all completely disregarded. In the above response we received from Real Property Management they wrote, "The appliance store is fabricating the racks and they should be shipped next week.  The door knob and sink sprayer were going to be addressed when maintenance returned with the oven racks." We waited and we received no contact from Real Property Management, the HOA, or maintenance. We are fed up. We have been paying Real Property Management the full cost of rent for 3 months now and they continue to deny us the full amenities outlined in the lease we signed despite our repeated requests since we moved in. The oven has never had racks and has therefore been unusable since we moved in, the bedroom door still has a large hole in it meaning the door no longer locks and the bedroom is in no way private from the living room, and the condition of our sink has deteriorated so much since our last message that the faucet and sink sprayer no longer work correctly and the leak has greatly worsened. And even if the oven racks needed to be created for our oven, (something that should've been taken care of before Real Property Management began accepting money from new tenants) it makes no sense for Real Property Management to force us to live with a broken sink and a broken door until they felt like working on our oven. These problems are unrelated, and there's no reason our door and sink couldn't have been repaired in the meantime. This is again another example of Real Property Management doing the bare minimum.  Desired Action:Our complaint needs to be addressed immediately. We want a time table for when exactly our apartment will be repaired to the condition agreed upon in our lease. We want contact information for the exact people at Real Property Management, the HOA, and maintenance who will be handling our case so that we can monitor the situation ourselves, because Real Property Management has time and time again demonstrated that they will not follow up on any requests to ensure their tenants are being treated fairly. And at this point we are going to demand that a credit be made towards our rent. We are not paying Real Property Management the full monthly amount so that they can continually neglect our unit and force us to live with faulty appliances and a bedroom that is no longer private because of their inability to do the one thing a property management company is supposed to do— manage a property. If we are shrugged off again we have no problem using the contact information we found on the property's owner, [redacted], to directly contact him and let him know what a terrible job Real Property Management has done of managing his property. And if Real Property Management still doesn't see a need to take care of their tenants, we will have to take this to small claims court. 
Sincerely,
[redacted]

We respectfully disagree with [redacted] position.  The costs and procedure associated with breaking the lease were clearly disclosed in the lease agreement which [redacted] signed and agreed to.  It was [redacted] choice to purchase a home prior to the expiration of the lease...

agreement.  Real Property Management [redacted], LLC’s lease agreement has been reviewed by Real Property Management [redacted]’s legal counsel and they have not found the requirement of a re-lease fee to conflict with [redacted] Real Estate Law.  In fact, many leases incorporate a lease break fee, not just Real Property Management [redacted]’s lease.  As has already been indicated to [redacted]’ counsel, Real Property Management [redacted] disagrees with their position and we are fully prepared to defend ourselves moving forward should [redacted] and her counsel decide to file suit and pursue legal action.

We've reviewed Ms. [redacted]'s complaint and statements. Our documentation indicates that we did not advertise this property with a fireplace as an amenity. In fact our records indicate that this has been a non-working fireplace from the start of our management in 2008. We have sent numerous...

maintenance personnel out to the property over the past 16 months and there is not a good solution in order to vent this fireplace for proper operation. The owner is aware the fireplace is non-working and at this time does not want to make the repair. At this time the fireplace will not be repaired.

We have reviewed [redacted]’s complaint and respectfully disagree with many of the statements made.  It is important to note that Real Property Management Colorado is unable to control or dictate the actions of any tenant residing within properties that are managed by Real Property Management...

Colorado. We apologize to [redacted] that it did take several trips for the maintenance contractors to complete the work that needed to be completed.  As of this time though to our knowledge all repairs that were to be made by Real Property Management Colorado were completed.  We disagree with [redacted] that the tenant was not held responsible for damage to the property.  The tenant was charged approximately $5800 in damages.  The tenant was charged to repaint the 2 rooms that were painted without authorization.  Unfortunately, Real Property Management Colorado doesn’t reside with the tenant and cannot control the tenant’s actions.  All but one main key was returned, and it was noted that there was a missing garage remote at the time the move-out inspection was completed.  Real Property Management Colorado’s maintenance director reached out to the tenant asking them to provide the key and garage remote.  The tenant did not respond to our request.  At that point a work order was put in for the purchase of an additional remote along with the garage being re-programmed/reset. This amount was charged to the tenant.  At this time [redacted] has been sent $1550.46 for maintenance costs that she paid out of pocket.  The additional $2419.93 for maintenance paid by [redacted] has been invoiced to the tenant and Real Property Management Colorado is trying to collect this amount to reimburse [redacted].  Real Property Management Colorado doesn’t dispute that the tenant had delinquent water bills; however, we disagree that nothing was done.  The tenant was contacted numerous times and to our knowledge the water was never shut off.  In fact, by the time the tenant vacated the delinquent amount had been paid by the tenant. It is true that the tenant owed for water from 8/21/17-9/3/17 at the time they vacated the property on 9/3, but the bill was not delinquent at move-out. [redacted] was notified via email on September 5th that the delinquent amount for the water bill had been paid.  The water bill for $176.50 (8/21-9/3) was added to the tenant’s ledger and this amount was remitted to [redacted] from the tenant’s security deposit. Real Property Management Colorado is a transaction broker and the tenant was only let out of the lease after [redacted]’s approval.  The tenant approached Real Property Management Colorado stating that they wanted to move and be let out of the lease.  Real Property Management Colorado’s Client Services Director spoke with [redacted] and let her know about the tenant’s request.  [redacted] stated that she was willing to release the tenant as she wasn’t happy either and wanted to place the property up for sale.  Upon stating that she wanted to sell the property, [redacted] was informed that she would owe 3 months of management fees as stated in her management agreement for early termination of contract.  [redacted] was told that we could negotiate for the tenant to pay this fee and reimburse [redacted] for the fee she would pay.  [redacted] paid for her termination fees on October 11th via credit card.  This amount was added to the addendum drafted releasing the tenant from the lease as due from the tenant.  [redacted] was under no obligation to release the tenant and an addendum for release was only drafted after her approval. As of this time the tenant has a total outstanding balance of $2976.60 which Real Property Management Colorado is attempting to collect on [redacted]’s behalf.  If the tenant does not respond to Real Property Management Colorado’s collection attempts, Real Property Management Colorado is willing to send the tenant to its collections agency to try and collect the amount with [redacted]’s approval.  Up to this point [redacted] has been credited $2603.71 from the tenant’s deposit for the termination fees that she paid in the amount of $876.75, the utility bill [redacted] paid in the amount of $176.50 and $1550.46 towards the maintenance expenses [redacted] incurred.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have reviewed [redacted]’s complaint and respectfully disagree.  We did not state in our response that [redacted] would receive the entire deposit back.  Instead we stated, “The disbursement of the security deposit will be handled as outlined in the lease agreement and the tenant’s move-in sheet will be reviewed as well.  We can let [redacted] and [redacted] know that there will not be a deduction for cleaning.” Light bulbs were replaced at [redacted]’s expense as outlined in the lease agreement.  Per the lease agreement number 22, “Lessee agrees to change any inoperable light bulbs during Lease Term and agrees to make sure all light bulbs are operational upon Lease expiration. Lessee will be charged parts and labor for all inoperable light bulbs once Lessee has vacated the Premises.” Per the lease agreement number 37, “Unless Lessee notifies Lessor on Move-in Inspection form to the contrary within 7 calendar days, Lessee is conclusively deemed to have: (a) inspected the property and its contents; (b) to have found the same in good condition; and (c) waived inspection and repair of the property and its contents by Lessor(s).  The kitchen light was not noted on your move-in sheet while you did denote other items in the kitchen.  Per the lease agreement if the item was not noted on the Move-in Inspection form the item was deemed to be in good condition, thus the resulting repair is your expense. On the Move-In Inspection form it was not noted that there were nails in the walls.  Per the lease agreement number 13, “Lessee agrees not to attempt to make any repairs which may be necessary…This applies, but is not limited to painting, changing locks on doors, applying or attaching anything to walls or ceilings that will require corrective maintenance, etc.” You were also advised in the Move-Out instructions to remove all nails from the walls.  All the nails were not removed which resulted in the need to send someone out to remove the nails. Both bedrooms (bedroom/study) needed repair of the blind/curtain.  You were only charged for the repair in one of the rooms as the other room was noted on your Move-In Inspection form. Although you mentioned other doors on your Move-In Inspection form you did not mention a broken/missing doorstop for the bathroom. You were charged to re-install the shower head.  On your Move-In Inspection form you did state a new shower head was needed; however, the shower head that you un-installed is the one that was put back in and the current tenant has not reported any issues.  Per your lease agreement number 13, “Lessee agrees not to attempt to make any repairs which may be necessary…This applies, but is not limited to painting, changing locks on doors, applying or attaching anything to walls or ceilings that will require corrective maintenance, etc.”  Per your lease you should not have installed a new shower head or toilet seats.  And since you opted to install your own shower head you should have re-installed the shower head that you took down.  Per your lease agreement number 37, “When moving out, Lessee agrees to surrender the property in the same condition as when received…” The drywall damage was not related to the curtain/blind.  A picture of the damage has been uploaded.  There was nothing noted on the Move-In Inspection form regarding this damage as being pre-existing. The charges against [redacted]’s security deposit were based on the lease agreement and made in consideration with the Move-In Inspection form that [redacted] submitted 5 days after move-in.  The lease agreement is clear that items not noted will be the tenant’s responsibility.  The Move-In Inspection form all states, “All items must be noted or will be charged upon move-out.”  No refund of the amount withheld will be made.

We disagree with [redacted]’s assertion that he was not given any information regarding the HOA.  Each tenant is given information regarding who to contact at the time of the lease signing and the HOA information if applicable is located on this sheet.  The HOA for the property is Heritage Courts Condominium Association managed by K3 Management.  The number for K3 is [redacted] and the director for Heritage Courts is Ken Howard.  As stated previously Real Property Management Colorado does not manage the condo complex and is not responsible for the parking lot.  The parking lot does not belong to Real Property Management Colorado.  [redacted] was made aware that his spot was number 25 and was told that if he wasn’t sure where to park to contact the HOA.Although we disagree that [redacted] was not given a building key upon his move-in and then subsequently received an additional key that was ordered from the HOA for a total of 2 building keys we have contacted the HOA about obtaining another key.  The HOA was contacted today, Monday the 12th and stated they would be mailing a key out.  If the key is not received by end of the week, [redacted] can contact the HOA. We have spoken with the maintenance personnel that will perform the work at the property.  According to them they have left voicemails for both tenants in order to schedule an appointment.  They have not received a call back.  In addition they went by the property on Saturday, the 10th to see if someone might be home and they could either come in at that time or set an appointment to complete the work.  At the time they went by no one was home.  [redacted] can contact the maintenance personnel directly at [redacted] to make an appointment for the work to be completed.

Complaint: [redacted]
I am rejecting this response because: Home inspection visits should be reasonable. At no time was I informed that my residence was in any way not appropriate. Every 2 or 3 months is not reasonable.
Sincerely,
[redacted]

Complaint: [redacted] I am rejecting this response because:Thank you for opting in to help with this issue.  I am glad that a complaint encouraged movement on contacting the owner about getting the refrigerator fixed.  He and I are now working on it.  So this was satisfactory to me.  Real Property Management (RPM) reached out to me after I had begun this process to inform me that they would address the issue. Throughout this process I expressed to Real Property Management (RPM) that our previous experiences in going through the owner have delayed action, potentially due to the owner being busy, and requested information on how to proceed if time passed without communication from him. When I did not receive support on this issue after two messages I turned to this process.  Then, as to the keys, I understand that there was confusion regarding who was responsible for replacing the keys (the owner, post office or RPM).  It was a miscommunication on their part, which can certainly happen, however, it could have easily been avoided by simply confirming if keys were in their possession before the move in date. It shows that they did not have the all of the requirements on the lease met and were not ready for us to move in.  After looking back over my records I noted that RPM is correct in saying it took less than two weeks to handle this situation.  Our lease start date was 7/22/16 and the keys were replaced on 8/2/16.  I apologize for not being more specific before when I quoted two weeks instead of saying 12 days.  Following that, we were told that it would be painted and that the holes in the wall would be covered.  Even though this was not in the lease, [redacted] said that the paint would be taken care of.  When it wasn't, I went ahead and used the paint cans that were in the property to paint even though the lease says not to.  When talking with Katie, she saw the paint and remarked that I could just do it myself.  As Real Property Management (RPM) was not attending to the walls as verbally promised upon inspection after five weeks and our previous lease was soon up, we decided to take the property as is.  As for black mold, I am not a professional and so thought the mold in the bathroom was black mold.  I alerted them to the problem via the appropriate channels (emailing their service line) upon move in (end of July). They are correct that the issue has now been handled, after I placed a second request last week.  I have had positive interactions with [redacted], [redacted] and [redacted], and have felt that they were attempting to support me as a client. However, I have never had any contact with Vice President [redacted], nor have I been recommended to reach out to him.  I did leave several voicemails with [redacted] ([redacted]'s supervisor), but he did not respond.  I have requested twice for someone on their upper management team to contact me, but they have not.   For them to claim that they have been in contact with me to resolve the issue of them not being ready for us to sign the lease (keys and painting) is disappointing, as it is untrue.   As you can tell, I am pretty frustrated with my experience with RPM.  It seems as though several of the individuals I have worked with are trying to provide good service, however, due to poor administration and follow through they are unable to. As we move forward toward finding a resolution, I would be satisfied with two things: receiving an email from someone in management from RPM (this is so that I can have confirmation that management knows about the poor quality of service we have received so that they can promote better customer care in the future) and getting the administration fee back ($250.00) as they were not ready for us to move in even though they had over a month to prepare.  Sincerely,  [redacted]

Complaint: [redacted]
I am rejecting this response because:  Just because it is in a contract, does NOT make it legal, as my attorney advised.  My attorneys are very surprised that they do not know case law.  That is a very disappointing and poor response.
Sincerely,
[redacted]