Real Property Management Evolve

I called the office after receiving the keys to let them know the house was a MESS! There was dog hair everywhere, the carpets and tile were NASTY and the walls were filthy. It took days before someone got back to me asking if I wanted them to have someone go clean, by this time I had to be out of my other place and I paid my own carpet guy to clean the tile and carpet. They told me to submit my receipt when I moved out, which I did. I also paid to have someone come clean the house, empty the trash and put it in BETTER condition than when I moved in. Just got my deposit check back today… less $500 for trash and inside cleaning! I was there when they cleaned the house upon move out and the house was in amazing condition and there was no trash in the cans like stated! Guess the point is, don’t do extra this company will rip you off regardless! The homeowner is also a piece of work. I had to call repair man for the fridge and I guess he flipped out on the repair company… the repair company told me he was on their blacklist moving forward because he treated them so poorly! STAY AWAY FROM RPM!

I would like to be fair on this review. To start they either have no idea of the Tucson market or they flat out lie to get your business. Before I signed, I was told they would be able to rent it for X amount, granted I did think it was a little high of an estimate, but after three months they wanted me to lower the price by a whole 1/3 of what they promised me they would be able to rent it for with their “analysis”.

I will say they are friendly and responsive. However, they did ask me to do some repairs and improvements to help get it rented and I agreed but for their recommendation I was charge $150 to hang 5 paintings. I am an engineer and I do not even make that much, even giving them the benefit of the doubt for an hour of work at most I was shocked. Another fix they suggested I agreed to and made payment but three months later it was never even touched. Also I had the house professionally cleaned before handing it over but they kicked it back to there cleaners and charge me for a full price for a cleaning (not to mention they tried to charge me for an extra cleaning before I called them out and got a refund).

They have a pretty hefty up-front fee of ~$700 that they said would go to photos and marketing, but I question if they spent even half of it on what they said. Finally, I asked them multiple times to list the property on AirBNB which they told me at signing they would, but they never listed it even after multiple request. In the end of everything they took ~%50 of the booking after all they are fees and services.

I initially sent a review of Real property Management Pinnacle , following their mismanagement of my property on 1/26/2019.
My washer and dryer had been stolen, during their brief tenure at attempting to "manage" and rent my home. They failed to acknowledge and respect my instruction and this lead to the theft of my property. They proceeded to try and blame me for this theft, by stating that" I "gave my keys to someone or "I " left the door unlocked, denying any responsibility. I am certain I would still have my appliances, if I had not attained this company and their antics to mismanage my home.
A week ago, I received a bill for 300.00 for the process of terminating their "management services." This complaint is in response to that bill.
I feel that it is both discreditable and deplorable that they would bill me for 300.00, as they were negligent and unresponsive to my instructions/concerns . They failed at managing my property and were condescending and dismissive throughout the process.
On December 31st, I unfortunately first became involved with this company. Over one and a half weeks later, I had to outreach them, in order to identify the agent for my home. I was told it was "Dolores".
Following a visit to my home, I contacted Dolores on January 16, to discuss "red flags". I discussed that large dogs had been on the property and in the home, as their was dog waste in the backyard. I also discussed that there was lint and hair on my dryer, as if someone had used that appliance. I explained my fear of vandalism/ theft. Dolores offered no suggestions or solutions to my concerns, in fact she seemed disinterested. Her only comment was that empty homes, do not tend to have thefts /vandalism. In an effort to protect my property, I asked her to please remove the sign in front of the home that offered unescorted access, via a cell or text message. She relayed she would. Over 6 days later the signed remained and my washer and dryer were stolen.

I wish I had see the lease before I GAVE them my $450 Earnest Money. Be careful, and learn from my mistake. If you want to see an actual lease, contact me. It may surprise you, too.
I was shocked by the lease when I received it.
First, the extra fee $9.99 fee for processing paper checks, which was not disclosed when I began filled out the application, nor mentioned when I called and asked, specifically, for a breakdown of fees. This is on top of the monthly administration fee! My current landlady said she had never heard of such a thing, nor has she ever heard of a "Lease Renewal Fee." As she said, "They should be rewarding good tenants, not charging them."
Next, there is an arbitrarily assigned fine for every noncompliance without any mention of due process.
After consulting with the director of the Arizona Tenants Union (who claimed this was one of the most onerous leases he's seen), he found so many illegal lease provisions by page 3 that he stopped listing them.
Further, the place was not clean. Delores mentioned to me twice that it would be cleaned; and Ruth said it would be cleaned, but there are no fewer than four areas of this lease that state clearly there are *noverbal agreements, and this is absolutely untrue: "Resident has carefully inspected the premises and finds them to be in a clean [...]."
I was interested in the apartment--it was at a good price point and it would have suited my needs--but I could not, in good conscience, sign the lease.
*** Phoenix, AZ

Beware and don’t do it!
As the owner of a nice, but modest home in the Phoenix area, I am astonished at the total lack of caring and customer service!
I had concerns from the beginning when A sign was placed in front of my home advertising unsupervised access with a simple text or phone call. I verbalized my concerns to the agent assigned to my property,regarding the possibility of vandalism/ break ins. She dismissed my concerns and discussed that those type of things should not happen when a property is empty.
As she offered no solutions, I proceeded to ask her to please remove the sign from my property. She said she would.
Over 6 days later the sign remained in front of my home and someone gained entry, and stole my washer and dryer. When I contacted the agent and told her my washer and dryer had been stolen. Her response was “ I heard” she never said I am sorry or how can I help. When I asked WHY the sign had not been removed from my property, she stated she “had not gotten there yet! “
Blatant disregard of my concerns and extreme negligence regarding the situation. The best part when I demanded an explanation and was trying to enforce their responsibility, the person who is suppose to be in charge, suggested that I may have left the door unlocked or given my keys to someone who gained entry.
Yea she wanted to blame it on me!
Now perhaps their management is much better with million dollar homes and they focus their time and attention there. BUT for me they were nothing more then CONDESCENDING, DISMISSIVE, IRRESPONSIBLE and NEGLIGENT. I wouldn’t let them manage a dog house!

WORST company I've leased through. Nothing has been done with the 3 work orders that I put in over 3 weeks ago. Filed a police report because our screens were cutout and our front door tampered with and thought if I put in another work order for these things to be fixed, I'd get a quicker response. I was wrong. Still nor response form the management or maintenance. Numerous arguments from tenants because of parking issues. So tired of not even receiving an update from management or the property owner. Mold still in the freezer, no batteries in the smoke alarms, water leaking under both sinks, hardly any water pressure, upon numerous other things I've sent in work orders about. I'm surprised anyone even responded to the complaints below seeing how NO ONE has responded to me about any of my work orders or parking issues besides the "were working on it" kind of emails. This management company and the property's owner are BOTH absolutely ridiculous and totally unprofessional!

This is a professional property management company that makes the industry look good. I have used others and none provided anywhere near the service that this company provides. Glad I found them and recommend them to other investors who need property management. Thank you!!

Be very careful using this company for property management. After a little over one year of their "services," I would not trust them to manage a mailbox let alone an investment property. My issues started when they were doing their annual A/C unit inspections and tune-ups. I requested to have one done in March. In May, I received an follow-up email stating that it had been done. Two days later, the tenants reported that the A/C stopped working. They sent a repairman out to fix it, and he recommended that the blower motor be repaired. I asked it I could get a quote from him on how much it would cost to replace. I didn't get a reply so I had to keep emailing them for weeks until I could get a response. This developed into a continuing problem where Denise would not answer my calls or emails, and so I would have to CC the entire company just to get a response.

So they sent the repairman out to the house to get an estimate for the blower motor replacement. Why he needed to go out to the house for that, I do not know. But when he went back out, I was told that everything was fine with the unit and nothing needed to be repaired. Nevertheless, I was charged for that useless visit. Two days later, the tenants reported that the unit was not working again. I told Denise that I will just find an A/C repairman myself since obviously the one they were using seems to be causing more damage than he is fixing. Denise replied, "I will update your account to show that you will be handling all repairs" and gave me the tenants phone number. No apology. No attempt to correct the situation. No pride in her job whatsoever. She was more than happy to pass off her job (which I pay RPM to do) onto me despite the fact that I live 1500 miles away.

So when my repairman came out, he said there were problems with the blower motor and condenser that were neglected for too long, and it cause parts of the unit to burn up. All in all, it ended up costing me an additional $3000 in repairs to the A/C that could have been avoided with a $500 repair when I asked for it.

The real issue that I have with RPM is that they didn't seem to care at all. Even when the supposed manager, Kim, got involved, she barely offered an apology. From that point on, every communication I had with them I had to constantly babysit them to make sure that everything was being done that was required. They would even start charging erroneous charges to my account. And of course, my tenants moved out. But after going so long without A/C during summer in Tucson and dealing with an apathetic management company, who can blame them? At one point when my tenants reported issues with the A/C, Denise responded that they no longer handle repairs on the property (despite still being paid as if they do).

Property management is an incredibly simple job, especially when the infrastructure is already in place. To do such a terrible job takes gross negligence and an organizational culture of willingly (and seemingly purposefully) doing a terrible job with zero accountability. That is exactly what Kim and Denise have exhibited.

Fortunately for me I have kept every communication I have had with RPM and have well documented their gross negligence and breach of contract.

I should mention that I did work with one competent person at RPM. Her name was Veronica and my hope for her is that she finds another job at a company that exhibits even the slightest sense of customer service.

I was referred to RPM by my realtor. She says she sends all of her property management clients to this company. I see why now, as everyone in this organization is fantastic. I just started with them, but I am quite impressed with the service they provide. Thank you!!