Real Property Management West Valley

The information that RPM has provided is factually incomplete and missing full context. It is true that the tenant was served many notices. However, at multiple recommendation of RPM, we did not evict. It is also true that pictures were uploaded and shared with me, but no issues were identified and called out. The majority of reports were signed off with no indication that there were any issues. Regarding the pet, RPM called and told me that the 2nd pet was to replace the first pet, which was old and passing away. Therefore, I approved the 2nd pet and no security deposit since it was ‘replacing’ the first pet. They said they would continue to monitor to ensure there is only 1 pet. (see attachment for RPM response, point #1) In regards to the carpet, we identified that flooring was installed in another bedroom, not RPM. RPM guaranteed that no other modifications were made in the house and confirmed that the tenant replaced the vinyl wood with carpet and sent pictures of a new carpet. The pictures looked like the carpet was similar model/make, but this was inaccurate. (attachment point #2) Regarding the Arcadia door, the tenant actually did not replace the door even though RPM confirmed that they did. The pictures sent to us indicated a new door. However, when our contract with Real Property ended and we inspected the property, the door was inoperable and had to be fully replaced. We believe the tenant supplied inaccurate pictures to RPM and that RPM did not actually go into the home to inspect that the door had been replaced. (attachment point #3). We discovered more issues (listed below) when the tenant moved out and when we had our new property manager conduct a thorough inspection.  As in the original complaint, the additional items that RPM never informed us about over the years (among others) which RPM hasn’t addressed in their response are in the attachment (point #4)

The [redacted] can request payment back from our third party credit card processor directly as many applicant have done when they decide not proceed with an applicant however; I have requested that Paylease refund the $50 application fee today. It will take 1-3 business days per paylease to refund the...

$50 to the applicants card. We will not be refunding the applicants cost to fax their application as they choose to pay the $10 faxing fee. All docuements could have been scanned and emailed for delivered to our office.  As for the $4.95 processing fee from Paylease they will have to take that up with paylease directly as I do believe that is non-refundable and the prompts when state that when making a payment. I have attached proof that we have requested the refund.

At this time we are unsure why [redacted] has issues with not getting a copy of the move-out inspection as his wife [redacted] was present for the inspection and signed off the the contents of the move-out inspection. They were not charged for damaging the bath tub it the move-out inspection that he uploaded merely noted that the was a small crack on the bottom of the tub. They also received a full refund of their refundable security deposit less $60 charge that had been on the ledger since 10/4/2013. No refund will be issued as again the [redacted] ordered repairs for items that were not broken or causing property damage. Although, we understand that [redacted] feels it is unreasonable to be charged a trip charge however since there was nothing wrong with the tub; it is simply unreasonable for the owner to have to pay for maintenance on items that are not broken at the property merely to set the tenants mind at ease.

I switched from another Management Company that went out of business and had to find another company very quickly. RPM contacted my tenant right away and the communication has been very good. I like all the electronic reports and they are the first management company who sends me pictures from regular inspections which I really love.

I've been working with RPM for 5 years and am very happy with their services. I really like their online system because I can get on at anytime and view my statements which are very detailed and break out by house

RPM is does a nice job of managing our properties. We have 7 properties in Buckeye and last year I went looking for a no nonsense management company because the last one I had let the tenants run roughshod on them and I was the one left holding the bill. When I looked at RPM's reviews, the good ones were from the owners and the bad ones were from tenants complaining that RPM was mean to them. I have managed my properties in the past myself and with some of the tenants you have to be stern and they get their feelings hurt. That is just part of being a landlord. I got sick of arguing with pansy company I had before -- I kept getting repair charges from things that were tenant caused simply because no one there had the cajones to take a stand against the tenant . RPM is totally different, no BS tenant charges because they know what they are doing. Also, I don’t have tenants calling me at all hours like I did when I managed before and when the last company could not take charge. RPM is a professional outfit.

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.RPM has failed to address my complaints. [redacted] of RPM has instead been dismissive and tried to deflect the complaints and make it personal.RE: #1[redacted]  knew in advance of the changes to TPT filing prior to me signing as her client on December 15, 2014, with contract to commence on December 31, 2014. In response to my Revdex.com complaint, [redacted] states “most property management companies aren’t offering to file the taxes for the property owner”. We did an informal survey of other higher rated property management companies listed on the Revdex.com site and found the opposite.  Where in fact they do the filings with no additional fee.Two supporting documents attached:1/ Email from [redacted] December 8, 20142/ RPM Memo to property owners December 8, 2014. [redacted] knew about TPT filing changes on December 8, 2014 and yet entered into a management agreement with me on December 31, 2014 for a flat $75.00 monthly fee, which included the filing at no cost to the owner. In addition, in an email on December 7, 2014 I stated to [redacted] “be sure to include all fees.”Two Supporting document attached:3/ Management between RPM and [redacted]4/ Email from [redacted] December 7, 2014 and response email from [redacted] December 19, 2014On April 28, 2015 RPM resent the December 8,  2014 owner Memo and requested to complete the forms with no mention of the $12.50 fee to file TPT. On May 1st I was notified that I needed to file the TPT tax on my own for February, March and April.  Again, no mention of a $12.50 fee. If the TPT forms were required by March 31, 2015, Why were the February, March taxes not paid? Why did it take until May 1,  2015 to advise me the February and March taxes were not paid? Also why were the February and March taxes disbursed and paid to me in the April disbursement instead of the respective months?It would appear RPM had no intention of paying our TPT taxes as per our contract.  Refer to Document 3, which states both Property Manager and Owner must sign an amendment.  [redacted], from RPM, informed us by email, on May 2, 2015, that “amendments which rpm can do as long as they are in writing which the tpt charge change was”. [redacted]/ Broker does not follow her own contract and feels that she can super cede Arizona contract law. Refer to Document 9.ADOR/ State of Arizona states that “there are no changes for Residential Rental Property Managers for 2015. Property managers can continue to file tax returns in the same manner they did for each city and ADOR in 2014”. The deadline date for license applications is not March 31, 2015, but June 30, 2015, as per the attached January 2015 ADOR publication.Five Supporting Documents:5/  Owner Notification April 28, 20156/  Accounting email – May  1, 2015 – No TPT fee7/ Second Accounting email -TPT fee  - May 1, 20158/ ADOR Publication January 2015 TPT Return9/ Email May 2, 2015 – [redacted] knowingly and willfully secured my property management contract without disclosing fees to administer the newly revised TPT filing. This despite including it in her written proposal.RE: #2Our complaint regarding the carpet was the lack of carpet information (manufacturer, warranty, sample, type, square footage, model number).We requested more information and a sample of the carpet from [redacted], husband of the broker, [redacted], co-owner of "Mainly Maintenance." His quote was unprofessional and lacking detail. We reluctantly approved the work due to time constraints.  We also "have no idea why we approved the work." To date, we still have not received any information on this complaint. For all we know it was used carpeting?  In the response, [redacted] infers that we discussed the quote with [redacted], but when in fact the communications were with [redacted].Two Supporting Documents:10/ Email to [redacted] Feb 27, 201511/ Mainly Maintenance quotationAs a Broker of RPM, [redacted] failed to disclose that she is also an owner of "Mainly Maintenance". Nor did she disclose her company "Mainly Maintenance" charges $75.00 to do a maintenance quote. This despite asking about any additional fees on December 7, 2014.  If we do not use her company, we are charged $75.00, otherwise it is deducted from the bill. Because the rest of the maintenance was too costly, we used our own person.  In order to avoid this $75.00 charge we reluctantly had to use her company for some work.  Another reason we chose RPM to do the carpet.  Basically it is a conflict of interest for a broker/property manager  to engage in business of a related nature.While it was easy to deal with [redacted], from RPM, [redacted] from “Mainly Maintenance/RPM” was not helpful.  [redacted] stated that we were happy with the work of the broker ([redacted]), my email did not state that.RE: #3 We know the management fee is monthly. RPM did not act in our best interests by starting a tenant rental contract with two days left in February.  This resulted in higher costs to us:  full monthly property management fee and cost to file the TPT. The tenant’s rent was prorated. Why did RPM not prorate our monthly property management fee?  Had we been consulted, if the tenants required early occupancy, they could have had access two days early and rental agreement would commence March 1st.RE: #4[redacted] selectively quoted my previous property management company "we are delighted to sever this agreement with you." She concluded   "It appears that Mr. [redacted] will not be happy with anyone's property management services including ours."  She failed to include the true reasons why we terminated our four year relationship with our previous property management.   It is inappropriate for [redacted] to discuss or disclose information about the former property management company. These issues have nothing to do with the complaints I filed. This is clearly an attempt to discredit my credibility. We want the letter removed from the Revdex.com site. In Summary:1/ RPM misrepresented the property management agreement. (refer to #1)2/ RPM did not disclose their relationship to Mainly Maintenance (refer #2)3/ RPM did not disclose the $75.00 fee associated with performing a maintenance quote.Even after requesting them to list all fees. (refer #2)4/ RPM did not act in our best interests when entering into a tenant agreement.  We paid a fee of $300.00 to place a tenant and act in our best interests. (refer #3)5/ RPM did not perform duties outlined in the Property Management contract:  They did not pay city TPT taxes, nor did they advise they were not going to do so until May 2015.6/ RPM did not act ethically, nor professionally when uploading our confidential email onto the Revdex.com site, in an attempt to discredit me and shift the focus from the complaints.In conclusion, RPM has misrepresented   the property management agreement. On that basis, the contract is voidable. We want an immediate release from our agreement without penalty, a refund of our fees paid to date and our confidential email removed from the Revdex.com site. Regards,[redacted]

[redacted] is aware the her lease has been renewed. The executed of the renewal has been uploaded to her online system since November 18, 2014. You can see in the print out uploaded from the system along with print out of Tenant portal that shows that [redacted] had access at her legal lease end...

date.

I am writing because I disagree with the resolution. this has been a blame game the whole time I have sent the repair request. I make my payments on time and I had informed the management company months before that the A/C needed to be repaired when the tub plug needed to be fixed. a washer or something only needed o be put in and they told me it was closed to disregard that order to fix leave as is. I have had to live in the home uninhabitable. I even explained to RPM that I had relatives coming for my daughters graduation and still no resolution. My mom is 70 years old and had to deal with the discomfort of the no air in her living quarters. [redacted] the mechanic came out today because I called him at 800 am on Tuesday to see if he would have time to come out. I had already booked an appointment for Wednesday 1-2. However I had to leave early from work today to make sure I was able to let him in. Loosing pay while dealing with this issue as well. I want compensation of the inconvenience of the days I had o deal with the discomfort, since 5/16 until it is repaired, I want the proration of my SRP bill considered and will send them a copy of my bill once it is printed for June, and my deposit back in full once I give my 30 day notice, and before the end of my lease without being penalized. Don even stated that it was possibly just a quick fix but since it has gone on this long, it has caused the coils to leak and now the unit froze over due to low freeion.

Worst Customer Service I have ever experienced! They found a way to charge me for something every single month and when I gave them my notice to cancel my contract, they charge me 3 months fees because my email did not get opened until 4 days after my contract "auto renewed". General Manager was extremely unprofessional and at times flat out rude. Once I was in contract with them, they stopped returning phone calls and I would be placed on hold for more than 10 minutes before I would have to hang up and call back. Horrible experience!

I currently have three home rented with Real Property Management. They are unbelievably commented to their owners. Shortly after one of my new tenants moved in they called in an emergency stating that the toilet needed to be repaired and when maintenance arrived they found not only the bathroom flooded but part of the master bedroom and part of the guest bedroom as well. When the technician arrived on site he immediately tried the shut off valve at the toilet and was successfully able to turn off the water had this been done by the tenant the damage may not have been as bad. In talking with the tenant about what caused the flood RPM was advised by the tenant that they had broken a piece to the toilet tank which caused it to overflowing and the flooding. Not only did they charge the tenant for the emergency maintenance call (which the tenant paid) they sent the tenant a notice to cure all damages. RPM was then able to work with tenants to get everything dried out and replaced at the tenants COST. They kept in the loop on the process providing me with photos as to where the construction process was and then final completion photos once the work was completed. I would have to say without a doubt they are a great property manager and I would recommend them to anyone.

RPM West Valley is just an agent for the owner as stated on

page 1, line 1 of the lease. On April 29, 2015 Ms. [redacted] & Ms. [redacted] signed

a lease with...

RPM paying the full year in advance along with a security and pet

deposit. A total of $13,971 was collected on that day.  The breakdown is as follows:

1.      

$195 Non non-refundable admin fee

2.      

$975 refundable deposit

3.      

$200 pet deposit

4.      

$50 non-refundable pet deposit

5.      

$1004.25 X 12 =$12,051 Monthly rent

6.      

$500 overpaid rent in case of HOA violations or

fees

We have uploaded a copy of the tenant security deposit

disposition as well as an invoice from an AC vendor that was sent to the

property that was charged back to the tenant as the unit was functional at time

of inspection. $58 dollars was deducted from the overpaid rent leaving $442

that was listed on the disposition of deposit. The tenant was charged:

$135 for

cleaning 

$306.25 for

landscaping

$55 for new

AC filters

Since RPM is

just an agent for the owner the move-out is completed the findings sent to the

owner so that they can make final determination of what the tenant is charged.

Per the executed lease agreement attached the tenant is responsible for all

utilities while renting the unit. The leak was fixed after it was reported. As

for the owner choosing not to repair items it again the owner decision if an

item is to remain AS IS if does not affect the health and safety of their

tenant. No additional funds are due to the tenant.
We have attached the, Lease Agreement, the Signed Move Out Inspection along with the Security Deposit Disposition and Invoice for the A/C stating it was functional at the time of inspection.

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.

Attached you will find our correspondence with Real Property Management, a copy of the invoice in question, and photographs of the final inspection (since they would not provide us a copy of the final inspection).  

As you can see from the lease the RPM has sent you, we met our obligations.  "15. Lessee agrees to not attempt to make repairs should they be necessary.  In lieu thereof, Lessor will be notified.  This applies to painting, changing locks on doors, applying or attaching anything to walls or ceilings that will require corrective maintenance, plumbing or electrical repairs.  If necessary repairs are caused by the less, based on the judgement of the maintenance personnel, such repairs are to be paid for by the Lessee."  
 

We were not allowed to attempt to repair the crack.  We had to notify them, which we did.  The crack was in the bottom of the Master Shower Floor, not near any drywall, from her example.  As you use the shower, water can seep through the crack.  We kept clear tape on it to try to prevent leaking and to keep from cutting our feet when we used the shower.  

As you can see from the invoice (See attached), they found a crack, but decided not to repair that crack.  It is not our fault that the subcontracted vendor that they choose, decided not to peal back the one piece of tape covering the crack and take the five minutes to properly seal the crack.  Had they done that, RPM would have paid the invoice without issue.  They never stated that we caused the crack.  So based on our signed lease, they do not have any ground for billing us a trip charge.  Based on the invoice it was not a fraudulent claim, there was a crack.  Based on how we reported the crack (see attached), we followed our lease and informed them, that the crack could be leaking and wanted to protect the home owner.  

 

If this crack was merely cosmetic, then why did they add it to the final inspection?  (See attached photos)  Because it was that big of a crack and needed to be repaired.  

 

We had to repair closet doors upon moving out that we had originally asked them to repair before we even took possession of the property.  We had to fight with them when we moved in to the house to fix the non-working AC and then again to get the heat turned on, as you can see in the same letter to them about the crack.  (See attached.  They instantly sent someone out about an unimportant crack, but it took two weeks of fighting with them to get the heat turned on.)  It appears that their priorities are backwards.  Their customer service has been absent to the point of being rude from the moment we finished signing initial paperwork, even when we would just drop off our rent and ask for a receipt, which they won't provide.  I have most of the correspondence from the portal (some is attached), but two hours after we turned in our keys, our access was cut off.  They are riding the line between shady and legal, based on their methods and actions.  

 

We have wasted countless hours writing letters and speaking to them about this issue.  I had even volunteered to pay the invoice ... if they could show where in my lease they could legally charge me (See attached).  All they responded was that if I didn't pay it, it would be taken out of our Security Deposit, but they never showed any paperwork where they could legally bill us for a trip charge on a non-repair of a crack that we did not cause.  Even if you buy into their story that it was a fraudulent claim, there is NOTHING in our lease that we signed that states they can legally bill us for a fraudulent claim, which this was not.

Regards,

My experience with RPM West Valley has been exceptional. We have over 30 properties nationwide. RPM West Valley takes care of our 12 properties in the Phoenix area and they do the best job. They have been great with communication and their direct and efficient management and policies make it easy for us. They have a firm grasp of the rental market in the Phoenix area and know exactly what to do on repair side and legal side of property ownership. Very impressed!

Like many of the other reviews on here, I have had a terrible experience with RPMWV, ranging from false charges, to horrific customer service and failure to provide answers to seemingly easy questions. It seemed that everytime I questioned a protocol or wanted more detail I was basically told that the "conversation" was over and that there was nothing else to be discussed. We moved in to our property on 3/15/15 - everything was fine until July 2015 when we received a charge on our ledger for a "false alarm" with the city of Glendale. Mind you, the charge was added to our ledger on 7/31/2015 and we were notified via the Tenant Portal that the fee needed to be included with our August rent, giving us less than 24 hours notice to pay this fee. I immediately responded asking what the charge was for and was told that the property had 2 false alarms and the city of Glendale has issued a fee. Since we have lived there, there was one incident on 7/26/15 with a false alarm and when we called the alarm company to cancel it, we found out that RPMWV didn't provide us with all of the necessary information to do so. Needless to say, they didn't budge and kept the charge on our ledger. We went back and forth for MONTH's trying to get this issue resolved, I requested multiple meetings in person to which I was told that there was no reason for a meeting and that the charge would stay on our ledger. Fast forward to February 2016 - I am finally able to plead my case to the City of Glendale and file an appeal with the Alarm Coordinator. Within 24 hours of filing the appeal it was determined that we were NOT at fault since the management company failed to provide us with the necessary information to manage the alarm. The charges were reversed from the City of Glendale and it was finally removed from the ledger. Can you imagine 7 months of pleading with the company to look in to our reasoning behind fault to only be told that we HAD to pay the fee?? Not to mention that during this time every response we received back from RPMWV was rude and hostile. Now here we are, less than 30 days to move out and we have another incident. Someone broke the wooden slat on the side gate entrance, completely exposing the latch and allowing access to our backyard. I contacted RPMWV about the damage and was asked to submit pictures of the damage, which I did. We were told that the pictures would be forwarded on to the owner and that they would advise us of the next steps. Well, days pass and no one gets back to us and I have to follow up with them. I ask them if we will be charged for the damage and we are basically told that the owner will decide that upon move out. Naturally I have many questions about this process, "who will make that determination" "what parameters will be used to determine who is at fault", all questions that are in my mind logical and that should be asked when being faced with a charge for damage that was not our fault. Below is the communication I have had with them recenlty about the damages:

[redacted] Hi, is there an update to this situation? Thank you.

03/01/2016 3:51 PM

Property Manager They advised this issue will be addressed at move-out. RPM

03/01/2016 3:54 PM

[redacted] Thank you. Will we be charged for this?

03/01/2016 3:56 PM

Property Manager The owner has not said stated they stated it would reviewed upon move-out.

03/01/2016 3:59 PM

[redacted] What exactly does that mean? I'd like to know how a decision will be made to determine if we will be charged? What parameters are used to decide who is responsible? I do not want to be blindsided by this. It is not unrealistic for us to want to know this information. Please advise.

03/01/2016 4:03 PM

[redacted] Hi, can someone please respond to my questions from yesterday?

03/02/2016 3:41 PM

Prop Manager Edward, That means that the property owner will review everything once your move out inspection is complete to determine the charges.

03/02/2016 5:12 PM

[redacted] you still have not answered my questions. how will the decision be made and what parameters will be used to determine who is responsible? also, who is going to make the repairs? I would like to be part of the selection process if we are the responsible party.

03/03/2016 7:16 AM

[redacted] we will also need the gate temporarily repaired while we still live there. the lock for the side gate is causing a safety concern.

03/03/2016 7:23 AM

[redacted] Hi, I am following up on my last communication. Please let us know what parameters will be used to determine who is responsible for the repairs. Also, if we are in fact charged, we reserve the right to select a vendor to complete the repairs. Additionally, will someone come out to temporarily fix the gate? We have made this request last week and no one has responded as of today.

Today at 8:22 AM

Property Manager It will be your responsibility to repair the broken gate slat prior to move out. This will be our final communication on this issue. Tenant Relations

Today at 9:27 AM

[redacted] Please explain how it is our responsiblity for repairing a gate that was NOT broken by us? I've provided all of the requested information, I was told that the owner would inspect and make a decision upon move out, and now I am being told that it is my responsibility? Please do share with me how this has been decided, this will NOT be the final communication on this issue. You as a management company has failed to do YOUR part in managinge the property. Every time there is an issue, you are so quick to blame us, the tenants, a clear example of this was the alarm system and your negligence in charging us a fee. The city of Glendale sided with us and stated that we were not at fault due to YOUR failure to provide us the proper information. Like I stated, this will not be the final communication on this issue, we are entitled to a response and explanation to our questions.

Today at 11:26 AM

As of today, I have also followed up with a phone call to Tenant Relations requesting a call back today or I plan to be there in person tomorrow to discuss this issue. I have a feeling that I am going to be greeted with the same hostility I receive on this tenant portal and they may in fact try to threaten me with calling the cops. I will be sure to post an update!

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.RPM has failed to address my complaints. [redacted] of RPM has instead been dismissive and tried to deflect the complaints and make it personal.RE: #1[redacted]  knew in advance of the changes to TPT filing prior to me signing as her client on December 15, 2014, with contract to commence on December 31, 2014. In response to my Revdex.com complaint, [redacted] states “most property management companies aren’t offering to file the taxes for the property owner”. We did an informal survey of other higher rated property management companies listed on the Revdex.com site and found the opposite.  Where in fact they do the filings with no additional fee.Two supporting documents attached:1/ Email from [redacted] December 8, 20142/ RPM Memo to property owners December 8, 2014. [redacted] knew about TPT filing changes on December 8, 2014 and yet entered into a management agreement with me on December 31, 2014 for a flat $75.00 monthly fee, which included the filing at no cost to the owner. In addition, in an email on December 7, 2014 I stated to [redacted] “be sure to include all fees.”Two Supporting document attached:3/ Management between RPM and [redacted]4/ Email from [redacted] December 7, 2014 and response email from [redacted] December 19, 2014On April 28, 2015 RPM resent the December 8,  2014 owner Memo and requested to complete the forms with no mention of the $12.50 fee to file TPT. On May 1st I was notified that I needed to file the TPT tax on my own for February, March and April.  Again, no mention of a $12.50 fee. If the TPT forms were required by March 31, 2015, Why were the February, March taxes not paid? Why did it take until May 1,  2015 to advise me the February and March taxes were not paid? Also why were the February and March taxes disbursed and paid to me in the April disbursement instead of the respective months?It would appear RPM had no intention of paying our TPT taxes as per our contract.  Refer to Document 3, which states both Property Manager and Owner must sign an amendment.  [redacted], from RPM, informed us by email, on May 2, 2015, that “amendments which rpm can do as long as they are in writing which the tpt charge change was”. [redacted]/ Broker does not follow her own contract and feels that she can super cede Arizona contract law. Refer to Document 9.ADOR/ State of Arizona states that “there are no changes for Residential Rental Property Managers for 2015. Property managers can continue to file tax returns in the same manner they did for each city and ADOR in 2014”. The deadline date for license applications is not March 31, 2015, but June 30, 2015, as per the attached January 2015 ADOR publication.Five Supporting Documents:5/  Owner Notification April 28, 20156/  Accounting email – May  1, 2015 – No TPT fee7/ Second Accounting email -TPT fee  - May 1, 20158/ ADOR Publication January 2015 TPT Return9/ Email May 2, 2015 – [redacted] knowingly and willfully secured my property management contract without disclosing fees to administer the newly revised TPT filing. This despite including it in her written proposal.RE: #2Our complaint regarding the carpet was the lack of carpet information (manufacturer, warranty, sample, type, square footage, model number).We requested more information and a sample of the carpet from [redacted], husband of the broker, [redacted], co-owner of "Mainly Maintenance." His quote was unprofessional and lacking detail. We reluctantly approved the work due to time constraints.  We also "have no idea why we approved the work." To date, we still have not received any information on this complaint. For all we know it was used carpeting?  In the response, [redacted] infers that we discussed the quote with [redacted], but when in fact the communications were with [redacted].Two Supporting Documents:10/ Email to [redacted] Feb 27, 201511/ Mainly Maintenance quotationAs a Broker of RPM, [redacted] failed to disclose that she is also an owner of "Mainly Maintenance". Nor did she disclose her company "Mainly Maintenance" charges $75.00 to do a maintenance quote. This despite asking about any additional fees on December 7, 2014.  If we do not use her company, we are charged $75.00, otherwise it is deducted from the bill. Because the rest of the maintenance was too costly, we used our own person.  In order to avoid this $75.00 charge we reluctantly had to use her company for some work.  Another reason we chose RPM to do the carpet.  Basically it is a conflict of interest for a broker/property manager  to engage in business of a related nature.While it was easy to deal with [redacted], from RPM, [redacted] from “Mainly Maintenance/RPM” was not helpful.  [redacted] stated that we were happy with the work of the broker ([redacted]), my email did not state that.RE: #3 We know the management fee is monthly. RPM did not act in our best interests by starting a tenant rental contract with two days left in February.  This resulted in higher costs to us:  full monthly property management fee and cost to file the TPT. The tenant’s rent was prorated. Why did RPM not prorate our monthly property management fee?  Had we been consulted, if the tenants required early occupancy, they could have had access two days early and rental agreement would commence March 1st.RE: #4[redacted] selectively quoted my previous property management company "we are delighted to sever this agreement with you." She concluded   "It appears that Mr. [redacted] will not be happy with anyone's property management services including ours."  She failed to include the true reasons why we terminated our four year relationship with our previous property management.   It is inappropriate for [redacted] to discuss or disclose information about the former property management company. These issues have nothing to do with the complaints I filed. This is clearly an attempt to discredit my credibility. We want the letter removed from the Revdex.com site. In Summary:1/ RPM misrepresented the property management agreement. (refer to #1)2/ RPM did not disclose their relationship to Mainly Maintenance (refer #2)3/ RPM did not disclose the $75.00 fee associated with performing a maintenance quote.Even after requesting them to list all fees. (refer #2)4/ RPM did not act in our best interests when entering into a tenant agreement.  We paid a fee of $300.00 to place a tenant and act in our best interests. (refer #3)5/ RPM did not perform duties outlined in the Property Management contract:  They did not pay city TPT taxes, nor did they advise they were not going to do so until May 2015.6/ RPM did not act ethically, nor professionally when uploading our confidential email onto the Revdex.com site, in an attempt to discredit me and shift the focus from the complaints.In conclusion, RPM has misrepresented   the property management agreement. On that basis, the contract is voidable. We want an immediate release from our agreement without penalty, a refund of our fees paid to date and our confidential email removed from the Revdex.com site. Regards,[redacted]

We are very sorry to hear that [redacted] are not happy with how the unfortunate situation occurred. All RPM staff followed protocol for their move-in inspection. [redacted] had a scheduled move-in for Friday November 21st at 2:30. Unfortunately, they did not show up to the...

2:30 appointment. By the time they did show up it was too late to complete the inspection as the inspector needed to get to the next appointment so he had left. As stated in the lease I have uploaded the tenant would pay a $45 re-scheduling fee if they would like to have another appointment to complete the move-in inspection or their other option is to come into the office and sign off on the move-in inspection. This information can be found on the last page of the lease under the move-in instructions. We took several phone calls from [redacted] and all staff were polite and courteous to get all of the issues with the break in and move-in resolved. As you can see the move-in was rescheduled and completed with tenant on Monday November 24th, 2014.

Per the attached lease the tenant is responsible for all utilities and therefore they will not refunded any water cost. Once the move-out was completed it was thoroughly reviewed along with the photos and compared to the executed move-in inspection and all charges are valid. I have uploaded a copy...

of the tenants lease which states that RPM is just an agent for the property owner, along with copies of the move-in and move-out inspection.

As stated in the original lease Real Property Management West Valley is just an agent for the owner. All charges are valid and at this time the owner will not be issuing any additional refunds. Have a pool could result in extra utility expenses and the tenant were made aware the they would be responsible for all utilities during the lease term.  Thank you, RPM

Although, we do sympathize with Mr. [redacted] that HOA violations and policies imposed can be frustrating but since we management homes and work with HOA's on daily basis we are familiar with the time it does take to work through these types of painting violations. We were more than willing to help him through the process that would have extended past his closing date with the $100 fee to send over the HOA required Architectural design wait for approval and then get an estimate to complete the needed repair.