Real Property Management Pinnacle

The maintenance charge in question was a legitimate charge to the tenant, with video proof from the appliance tech, showing that the washer was out of balance due to the tenant's bed sheets.    The owner of the property charged the tenant for items that were to be addressed by the tenant...

prior to move out per their lease.  Owner of the property was contacted when tenant's disputed their security disposition and the owner declined refunding the tenants any further funds.   RPMP represents the owner and have responded on the owner's behalf.  Any damages or fees the tenant has been charged for are legitimate and according to contract.

Respectfully Submitted - [redacted], RPM Pinnacle

We have sent numerous emails to this client, responding to her requests and issues.  It is unclear why she is not receiving our responses and as mentioned to her email sent to her as recent as yesterday, her email address is a .[redacted] and perhaps our emails are getting blocked....

 Regardless, we post detailed statements of her account twice each month and again, as recent as yesterday sent a full year's statement detailing each transaction, please see attached statement here.    In addition to this, we have offer to let her out of her contract with no penalty in exchange for mutual release.   Please see email below.   We value this owner's business, however, her recent threats of hiring an attorney have forced us to only reply in writing as our firm policy is once legal threat we do all correspondence in written.  To recap - we have responded to each request, have provided detailed account information and have offered to relieve her of her contractual obligation.
Respectfully Submitted - Kim H[redacted] RPM Pinnacle
In light of your continued view of RPM Pinnacle and its staff as “inept”  we would be willing to mutually terminate your contract with a Mutual Release signed by all parties.   That is not to say we won’t clarify or rectify any  items as needed, but feel that as opposed to staying in a relationship that you feel is not satisfactory, it would be best for all parties to disengage.   If this is your choice, please let me know and I will write up the Release.   
Respectfully - Kim

We certainly can understand this clients concern, however the funds they are requesting were in the form of certified funds they purchased and were returned to them immediately upon their request via USP mail on March 2, 2015 to the address they provided.   Since this time, our staff has spoken...

to the "mom" of the client and explained that if they have not received these mailed funds, they need to contact the entity that they obtained the certified funds from in order to get them replaced.   This is not something we can do on their behalf.   We have fulfilled our obligations to these clients and cannot do anything more.   Respectfully Submitted, RPM Pinnacle[redacted]

2:55pm 8.22.14 just spoke to tenant, who affirmatively  stated all issues were resolved, work completed and no further issues.  

Please let us know if any other concerns.

Respectfully Submitted -

Sr. Property Mananger

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RPM Pinnacle

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I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Review: My lease agreement has been breached and this real estate management company has added hundreds of dollars in unwarranted fees to my account, and they will not remove these fees . This company will not accept my monthly rental dues stating I need to pay the fees and they will not explain to me how and why I owe them. More late fees are being added even though I have my rent for the past two months, and this company will not accept it. I still have not received a proper house key or mailbox key . I am using the lockbox key since I moved in. the property manager gave me the wrong key upon day of move in and never came out to correct the issue.Desired Settlement: I would like RPM pinnacle to accept my rent for October and November and remove the repair and maintenance fees and all late fees accrued due to this unwarranted repair fee. There is nothing In my lease agreement stating that I had to pay for plumbing repairs. I would also like to give my thirty days notice and break the lease with this terrible company. The house I live in is in better condition now than it was when moved in. I keep up the yard and paid for pigeon removal.

Business

Response:

This tenant was in our office two days ago, on 11.5.14, we did accept both month's rent, and waived fees and were informed her that we would work with the owner of the property to address the maintenance issue she was charged for. Her lease does in fact state that tenant is responsible for tenant caused repairs, however as stated we will work with the owner, who directed she be charged for this, to resolve this issue. The tenant does have a binding lease and will be relieved form those obligations. Respectfully Submitted - [redacted]Sr. Property Manager RPM Pinnacle

Review: On Friday July 25th my hot water tank malfunctioned and I lost hot water. On Saturday July 26th I contacted Real Property Management Pinnacle's call center and reported the issue with a representative from their maintenance line. They told me that they would send a repair company out to fix the broken hot water. On July 26th, [redacted], a representative from Real Property Management called me from an unknown number and left a message with no return number. The message stated that she had not sent out a work order yet, because it was "too expensive to send someone out on the weekend." She would prefer to "send someone out on the following Monday." On Monday July 28th, the property management company did send a repair tech to the house to give an estimate. They did not proceed with doing any repairs. Fast forward to today, August 1st, they have now sent another company out to give an estimate for the repair, after calling them again. This is now 1 week without hot water at my residence. There is also 2 inches of water sitting in my utility closet. I feel as though I have exhausted my resources in getting this situation rectified.Desired Settlement: I would like the following repairs done immediately:-service the drain that was apparently not cleaned out properly when the tank was installed 2 years ago-replace the gas valve and all applicable parts in order to get my hot water working

Business

Response:

2:55pm 8.22.14 just spoke to tenant, who affirmatively stated all issues were resolved, work completed and no further issues.

Please let us know if any other concerns.

Respectfully Submitted -

Sr. Property Mananger

RPM Pinnacle

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I had an independent agent managing a number of properties for me, and she was doing an okay job. When she decided to no longer manage homes, I had to find a company who could transition a number of properties quickly. The [redacted] worked tirelessly to quickly transition my properties over to their company, and I have been pleased with the service since the switch. This is a team of professionals who know property management. They are a valuable member of my investment team.

Review: I was charged $150 for a "false claim" against a visible issue with our washer and dryer inside of our unit. We did what we, as tenants, were obliged to do. When we were told no repairs could be made, we were charged. We continued to experience issues with our washer and dryer during the duration of our lease. We then had $67 deducted from our deposit from "wear and tear" on a screen door when the law states we are not responsible for this. Included in this charge, was $30 to replace a light bulb that was burnt out and noted upon move-in, as well as $7 for a cracked socket cover (which we purchased and provided). I have outstanding renters history and have rented from multiple location throughout the state of [redacted] and have never experienced such negligence, poor customer service, and "sarcastic" attitude from a property management company.Desired Settlement: $150- washer and dryer "false claim"(they would not provide the bill)$30 - light bulb$30 - wear and tear on patio screen door$7 - light socket coverTotal - $217

Business

Response:

The maintenance charge in question was a legitimate charge to the tenant, with video proof from the appliance tech, showing that the washer was out of balance due to the tenant's bed sheets. The owner of the property charged the tenant for items that were to be addressed by the tenant prior to move out per their lease. Owner of the property was contacted when tenant's disputed their security disposition and the owner declined refunding the tenants any further funds. RPMP represents the owner and have responded on the owner's behalf. Any damages or fees the tenant has been charged for are legitimate and according to contract.

Respectfully Submitted - [redacted], RPM Pinnacle

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

This complaint needs to be removed from RPM Pinnacle's Revdex.com records as unresolved due to RPM Pinnacle is an agent for the owner of this property, which is fully disclosed in the said tenant's lease. It is not contractually or legally RPM Pinnacles liability to resolve. As clearly documented in the tenant's lease they are responsible for damage and or service calls that are caused by their negligence. Stating that they "left an electrical switch plate for someone else to install" does not negate their responsibility for damages they caused.

Thank you - [redacted], RPM Pinnacle

I do a lot of maintenance work for various property management companies. This company is at the top of my list because I can always get a hold of someone when I need to and they give me good direction. I have always been impressed in how the staff at this company goes the extra mile for the tenant or owner. Many other companies don't - believe you me. I see it every day. If I ever am asked about who to go to for property management my number one recommendation would be this company. I see how they treat people and they treat people right.

I rent from this company and I had a major leak I the middle of the night. I called them not knowing what to expect, and was pleasantly surprised when someone answered the phone and helped me address the issue. They kept me informed with several phone calls to let me know when the plumber would get to my house. And they were completely available to me until the issue was resolved. I am very appreciative of the availability that they they provide their customers. This is a very good company to rent from!

Review: I am an active duty service member stationed at Fort Bliss, I was on orders to Germany and my wife could not accompany me. We were going to move her to Arizona to be closer to her family while I was overseas. We found a house for rent with Real Property Management. We filled out the application and then sent money orders (overnight) for the deposit, which totaled out to $1200.00. A few days later my orders to Germany were canceled and we found out we are staying in El Paso, Texas. As soon as possible, I called the property manager in Arizona to let her know that we will not be taking the house and would like our deposit back. The property manager told us the deposit was sent back (in the regular mail) 3 weeks ago and she is not responsible for the money. We are still waiting for our deposit.Desired Settlement: We would just like our money back.

Business

Response:

We certainly can understand this clients concern, however the funds they are requesting were in the form of certified funds they purchased and were returned to them immediately upon their request via USP mail on March 2, 2015 to the address they provided. Since this time, our staff has spoken to the "mom" of the client and explained that if they have not received these mailed funds, they need to contact the entity that they obtained the certified funds from in order to get them replaced. This is not something we can do on their behalf. We have fulfilled our obligations to these clients and cannot do anything more. Respectfully Submitted, RPM Pinnacle[redacted]

I recently started using RPM Pinnacle after vetting a number of different companies. Fortunately for me, I am confident that I made the right choices their services has been exceptional! As I add properties to my portfolio, I will turn them over to them knowing that my investment will be taken care of properly.

Review: The business practices of Real Property Management are deceptive in nature. This started from the practice of the real estate agent that represents them. They were not truthful about the previous tenant info, maintenance, and fees. The most recent issue is the billing system that Real Property Management uses to process monthly payments. There are approximately 21 negative reviews from other customers about them on [redacted] Reviews. The company processed my rent payment from an old checking account which was changed. I have documented proof that I my [redacted] account was used but it was process with an previous account through [redacted]. They sent me an email four days later at 3:00PM telling me to bring them funds because my check did not clear. It was impossible to bring it to them in North Scottsdale that late with certified funds. I called multiple times and received a runaround. I just paid the 35.00 returned check charge to them and decided to move on. However, they started emailing me a late fee of $140.00. When I paid my rent this month the system would not allow me to pay my rent forcing another fee if I did not include the late fee.Desired Settlement: My desired outcome is for this company to resolve the matter. I also want to have the issue posted for other consumers to avoid doing business with a company like Real Property Management.

Business

Response:

It is unclear as to what the first commented complaint is regarding the "real estate agent being truthful about previous tenant info, maintenance and fees". We cannot respond to something that is not clear in the nature of the complaint. Re: the monthly rental payment process. Please note that RPM Pinnacle cannot set up the tenant's payment information or amount for them. The fact that an old account number was used for payment has absolutely nothing to do with RPM Pinnacle. The tenants themselves, must set up or delete payment information, not RPM Pinnacle. So if payment information is old, outdated or incorrect it the tenant's responsibility to change. This tenant was informed on multiple occasions that if proof from their back was provided that this was a bank error any and all late or NSF fees would be waived. To date, this documentation has not been provided by the tenant nor bank. This is still a viable solution if tenant would like to provide the "documented proof" noted in the complaint. RPM Pinnacle must abide by the tenant's signed lease, which clearly states that if rent is returned as NSF and or if rent is late, then there will be fees associated with this.Again, RPM Pinnacle does not enter the tenant banking information nor have any control over changes to this account. Respectfully Submitted -[redacted]

I've been leasing from RPM Pinnacle for over 4 years. Since I moved to north [redacted] from [redacted], I've only used one property management company. There's a reason for that. The properties are upscale, well maintained, but the pricing is appropriate. Like any living space, there are occasionally repairs/maintenance that are needed. RPM Pinnacle agents have been quick to respond and within a fair amount of time, my place is back to normal. I've never had any issues with the maintenance crew, and I've never had to have them come back to fix something that should've been fixed the first time.
When I've called RPM Pinnacle, the agents sound professional, and knowledgeable. I'm a happy, satisfied Customer and if I do move, I will be looking at RPM Pinnacle properties ONLY.

Kim is at once a very highly skilled, highly professional and attentive property manager. She "THINKS" like an investor and "KNOWS" what it is important to owners as well as tenants. To me, she is golden! RPM pinnacle could not have found a more skilled property manager than Kim.

Review: This company manages a property I own in [redacted] Az. I have requested on several occasions detailed information regarding certain financial transactions with regard to my property. I can get no answers, and I don't even get a response any more answers or not. I now get completely ignored by this company. I would leave, but I'm stuck in a contract with them until August 2016.Desired Settlement: Provide a detailed ledger of financial transactions with regard to my property.

Business

Response:

We have sent numerous emails to this client, responding to her requests and issues. It is unclear why she is not receiving our responses and as mentioned to her email sent to her as recent as yesterday, her email address is a .[redacted] and perhaps our emails are getting blocked. Regardless, we post detailed statements of her account twice each month and again, as recent as yesterday sent a full year's statement detailing each transaction, please see attached statement here. In addition to this, we have offer to let her out of her contract with no penalty in exchange for mutual release. Please see email below. We value this owner's business, however, her recent threats of hiring an attorney have forced us to only reply in writing as our firm policy is once legal threat we do all correspondence in written. To recap - we have responded to each request, have provided detailed account information and have offered to relieve her of her contractual obligation.Respectfully Submitted - Kim H[redacted] RPM PinnacleIn light of your continued view of RPM Pinnacle and its staff as “inept” we would be willing to mutually terminate your contract with a Mutual Release signed by all parties. That is not to say we won’t clarify or rectify any items as needed, but feel that as opposed to staying in a relationship that you feel is not satisfactory, it would be best for all parties to disengage. If this is your choice, please let me know and I will write up the Release. Respectfully - Kim

My Review as a renter from this company (check out their reviews on [redacted] for other renter experiences)

STAY AWAY!!!!

We have had so many problems renting from this company that it is asinine. Initially, when we moved in, everything was fine and dandy. The rental process was easy, but we soon learned that it was too good to be true. The home we moved into had over 10 separate maintenance issues from the day we moved in, some of which still are not fixed to this day (two months later). To begin with, we were initially told by two separate people at RPM that the home did not require gas. Upon move in, we realized that it did, which meant 1 week of no hot water until the gas company could turn it on. Once it was on, we discovered that the hot water heater would not heat, so we waited one more week to have that fixed. The home was missing showerheads in two bathrooms, a shower curtain rod, broken garbage disposal, fan with exposed wires, shower door that wouldn't open properly, and a doorknob that would not shut amongst other issues. Some of these things were fixed, but we still have open requests from over a month ago and some requests that have been canceled with no notice to us as to why.

Secondly, the home we moved into had weeds EVERYWHERE. The backyard was a jungle. We received an HOA fee within 2 weeks of living there due to this, even though, as per the HOA reps, this home had gotten notices of this violation for over two years. RPM promptly fined us for it, even though this was an issue that was not caused by us.

Thirdly, around a month ago, the fridge began leaking water. We called the maintenance line LISTED IN OUR LEASE and they stated that they could not find either myself, my roommate, or my husband on said lease and that they would handle it. Mind you, our kitchen floor and pantry are flooded at this point. I called the next morning after hearing nothing back, to be told that "there was never a request put in." How incompetent can a company be???

We had some issues with the garbage disposal being nonworking, so we called the maintenance line. Now, the woman I spoke to TWICE stated that we should not have a fee for them to come fix it, regardless of what is going on. Surprise, surprise, we got hit with a fee for that, and were called liars by one of the staff here when we wondered why the fee was in place when I had to stick my own hand down in the garbage disposal while maintenance was at our home to get the debris out.

Lastly, we were told when we moved in that the fee to get the mailbox key would be waived from our rent. It is now 3 month's payments deep, with that still not being removed from the rent.

Before the listing owner comments and asks us to deal with them directly, WE HAVE. I sent an email with all of this info and more to our supposed property manager 12 days ago, and have yet to receive a timely response. I even sent a second follow up email asking when we can expect a response to our issues. When we spoke with said property manager about the maintenance issues in particular, she stated "You need to contact maintenance, I cannot control that." Then what can you control?!? She transferred us to the supposed maintenance person, who was the one who called us a liar to begin with...... when I called our original person back two minutes later, she did not answer and has not called back as of now.

This is one of the absolute most discombobulated companies I have ever dealt with. When I asked who could help me with all my issues, the property manager sounded dumbfounded, as if I asked her where babies come from. I really did not want to have to write a review everywhere, I really didn't, but I did give them the heads up that this would be the case if we were not treated as actual people, and not the $1600 we pay in rent per month.

I got a job transfer to another state last year and the time I was given to move and start the new job was extremely short. Knowing that I wanted to come back to Arizona at some point I needed to rent my home. My Realtor suggested that I contact RPM Pinnacle and I did. They were great in walking me through the process, and helping me get started with them right away! They quickly found a tenant for my property and everything has been great. I recommend them to anyone who is looking for a company to manage their home!

I decided to check into RPM Pinnacle because my brother had two properties managed by them. I was using another company and wasn't pleased with their services. I decided to make the change and everything has been great!