Real Property Management West Valley

Hi [redacted], when you called our office today we provided your with the owners mailing address. This is the only contact information we can provide as we do not have any phone numbers since the owner is out of the country.

This property management company is extremely unprofessional and unethical. Our air went out and it was 114 degrees outside and 95 in our house and we were told that they were overbooked and understaffed so we could not get the air fixed the day it went out or the next day. We had to leave and no one would return our calls they would only email us and did not put us in a hotel or anything. We had pets as well. On top of it the house when we rented it was in terrible condition and everything was as is and we were told by maintenance they already put enough money I'm the house.

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.

I appreciate that we have moved forward with this complaint. But, now that this has received a bit if attention, RPM is now shirking the responsibility to the landlord. Prior to all this I was to strictly have no contact with the landlord (per our water heater incident) but now that there is a serious problem, RPM has washed their hands. I have sent a letter to the landlord, but I have no guarantee that she will even look at it. RPM is the liaison, the should continue to liaise because that is what the landlord pays them to do. 

 It is irresponsible to drop her and me when things get rough. 

Regards,

We rented thru RPMWV because we were moving from [redacted] to [redacted] and we thought going thru a rental company would be better. We were wrong. we paid $2768 on 10/2014. that was there fees and deposit and pet deposit. We drove from [redacted] to **, with only seeing pictures. We pulled to do our walk thru and were informed that our A/C units were stolen days before we moved in. No one had told us. So we had no A/C during our move in. The walk thru was a joke, anytime, we pointed things out, the guy would only write things to not sound as bad. There were large stains on the counters in kitchen, he wrote small stain on counter, there was a huge dent in wall going up the stairs, he just wrote marks on wall up the stairs. The tiles in back yard were broken, he wrote cracked tiles, etc... I did not know that we had to make notations about every plant in yard, because now we are being told the Palm tree in front yard is dead and we need to replace it. The neighbor next door said they did the same thing of charging the dead palm to the previous tenant. The biggest issue is, this home is located in a bad neighborhood, my children are racially profiled everyday and they come home crying everyday. We did not want that for our children, so we purchased a home. During the process, our mortgage company spoke to them, they said we could break the lease if we find other tenants. We have sent them over 20 applications, with all of these people paying $50 per adult. Amazingly, no one is ever qualified. We moved out of the house the end of Feb 27th. We are still paying rent and now our mortgage, since this company magically will not accept any other candidate. When you call to talk to the people there, they are rude, they hang up on you and they do not return calls. My husband in person went down there last month to pay the rent and to talk to them about the progress of getting another renter. Both women there proceeded to tell him, that they are too busy to worry about checking the apps that come in for this rental. He stated he is trying to do them a favor by getting the applicants, she smirked and said you are not helping us, he walked out, as he did they started to laugh loudly. He went back in and asked why they are so rude and they proceeded to tell him to get out or they are calling the cops. He left, but they are beyond unprofessional. We did get a fully qualified teacher to rent the house. They told her that she had to pre pay 4 months rent, she said she would, well they didn't expect her to be able to pay it so they then told her she had to pay 6 months worth. That she could not do. Last I checked it's illegal to ask for more then 2 months rent in advance. I find it hard to believe no other candidate is qualified for this home. As I said, we are still paying, no one would stay where their children were picked on and bullied daily. This company only gets positive reviews from the people who own the homes, all negatives are from those who rent the homes.

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.

This is a simple and clear issue. It is not about the 3 years or other information mentioned to distract this issue. The company accepted payment for terms of a contract that ran through 06/30/2014. While they presume they did not have enough time to address, that is only a self-serving assumption that benefits them only. No effort was made in an attempt to conduct activities. Since it was close to the end of the contract, there was no motivation to comply. They received their money and made no attempt to conduct activities to resolve. If after an attempt to fulfill the terms and the end result was not enough time was available, that might be one thing. You cant conveniently claim there is not not enough time and therefore put zero effort forward. Unacceptable and a self-serving business practice. 

Regards,

This company ran my debit card after they told me that they wouldn't because I didn't qualify for their home. They later charged my card and when I called to ask why I was told that they decided to process my application because I was being represented by an agent. To make a long story short I ended up getting approved for the property. I was told that the owner wanted an extra $500.00 deposit because The company that I work for was owned by my husband??? But I agreed to pay this.. Even though it exceeded the limit by the landlord tenant act by $250.00... I was asked when was available to come in and sign the lease.. I stated that I could come in at 4 and I was told 4 is fine when you come in you will be seeing Mark. I got there 10 mins early but I was not even greeted when I came in the door.. I had to just say I am here for an appointment with Mark.. The secretary told me that she didn't have an appointment scheduled.. She Put me in a room and closed the door. at 4:10 I came out and asked to use the bathroom and I asked if she knew when Mark would be coming in and she replied back to me at 4:30 at your appointment time.. I told her my appointment was at 4 and if it was 4:30 when was someone going to tell me that I would be sitting in a room for 45 minuets.. Because of my question I was told that I was being combative and that the company and I should part ways.. But I check my e mails and they have requested 1,378.00 for rental fees for a property that I haven't even signed a lease for.. I got approved but denied because I asked a question.

As stated in the first page of the lease with [redacted]. RPM is just an agent for the property owner. The move-out was completed by RPM on behalf of the owner. We have included copies of the lease, photos taken at the move-out inspection and a copy of the disposition and invoice. Since the home was...

new at the time [redacted] moved in the owner decided they [redacted] needed to pay to have all of the landscaping cleaned up and the dead bushes removed. The photos from the move-out inspection clearly show that the landscape clean up was needed and the charge justified. The owner did not charge [redacted] for a cleaning, however [redacted] was charged for replacement of the stove that was new at move-in since the burn marks and stains could not be removed. I have uploaded the photos showing this item. As RPM has no ownership in the home are just acting as the owner agent and advising the tenant of the charges that the home owner requested he be charged.

My name is [redacted], the new tenant under Real Property Management. I'm prompted to write this letter because I feel I have not been treated properly by Management with regards to what we immediately experienced while in the process of moving in last Saturday, 29th of March.

I will enumerate activities starting Friday, 28th of March when I walked-through with a representative named [redacted]. During the walk-through, we checked water by checking faucets, flushing toilets and etc. to make sure they were working. We also checked electricity and other amenities. Finally, I was made to understand that there is a five- day stipulation, that should any problem occur, Management would resolve the problem.

Saturday was our moving in day and everything was moved in by about approximately 6 pm. It was during this time that someone used the sink to wash some dishes and other items and at which time, my son noticed the flooding from restroom to hallway to part of family room.

Immediately two family members started to control flooding by dumping towels and rugs and another member rushed out to turn off the toilet tank valve. However this didn’t stop the overflowing of water. My brother in law then proceeded to turn off the main water line located outside the house. I was not in this vicinity at that time as I was picking up more stuff from my old house. I got a frantic call from my sister informing me of the flooding. I called maintenance for an emergency help and they sent someone named [redacted] (plumber) who arrived with much of the flooding already under control. He unclogged the toilet and asked what happened and who used the restroom? He kept asking who might have caused the clogging. We told him that no one used the bathroom as we just moved in the house.

I believe that [redacted] was immediately convinced that it was our own doing because he did not do much more than just stand there and inquire, except for the unclogging that he did using a plunger. [redacted] must have reported his presumption to Management because the next day, RPM Maintenance manager named [redacted] had left me a voice mail that because the clogging was caused by “me”, I am liable for emergency service fee of $150.00 and if we choose them to repair the water damaged carpet it will cost me $408.35. There was a heated exchange of words, I, insisting that we just moved in that day, and we could not have caused the problem. I did inform him that I would file a complaint and his response was, "Go ahead, you can take me to any court and you will not win”

I am not a plumber so when I told [redacted] that the toilet overflowed because it was clogged, he assumed that it was my fault. I told him that my ex-husband [redacted] who was one of those who cleaned up the mess caused by the sewage overflow, can give him more information but he didn’t care to listen. He said that he sent his guy and trusted the information he was given. I asked my ex-husband [redacted] to give [redacted] a call and this time he answered the phone. [redacted] calmly proceeded to explain the problem and I can hear [redacted] yelling on the phone. He said “Take me to any toilet court and I will win” and hung up.

Because this problem was immediate, I decided to solve the problem myself by asking the service of a friend named [redacted] who runs a carpet cleaning business called [redacted]. Sunday morning, he vacuumed the bathroom and carpeted hallway and part of family room, and ran a big fan to dry the carpet the entire day. There was no other activity that day as we were all cleaning up the other house. [redacted] didn’t install hot water until Monday and we have no washing machines so the water activity that day was very minimal.

When Monday came, my ex-husband [redacted] and I went to the Property Management Office to personally hope that communication would be much better and more civil. We spoke to [redacted], but we were immediately told that they will go by what their maintenance manager has told them and that to log in to their portal to open up a work order. [redacted] also said that they do frequent inspections at this property, and for this toilet to clog like this, is caused by us. I understand this is such a freaky situation. Who would notice that a cap at the front yard would be missing and that rocks have accumulated in the pipe during the time that this house was vacant and how such a small and somehow insignificant item would cause so much damage. Needless to say we just moved in and we never saw this coming, how much more the management. They must have overlooked this during their regular inspections.

The same day, Monday, while we were out, my mom at home called that the flooding started again while washing the dishes, I called [redacted], who actually took more than an hour to arrive as we also sought the help of [redacted], who was there in no time and started vacuuming again the entire same spot. After which [redacted] started investigating what's causing it since no one used this bathroom and it was only my mom washing dishes. [redacted] suspected that the main water line was clogged; he then asked me where it’s located? I wasn’t sure so we headed up to the front yard and there we discovered that out of two pipes, one was missing a cap and that particular pipe was covered with rocks. He suctioned the rocks which was about three feet deep. Once all the rocks and debris were pulled out, he then asked us to flush the toilets, turn on water sinks and tubs. I can hear the water flowing from underneath the pipe and felt relieved that the clogging was resolved. [redacted] volunteered to speak with [redacted] who was on his way to the house. [redacted] explained to him what we discovered and [redacted] also told [redacted] to replace the cap that was missing.

I took a video of the entire incident just for the record. [redacted] arrived after [redacted] left and watched the video and called me later that day that RPM would not deal with me and for him to refund [redacted] who fixed my carpet.

This is not only about this particular ordeal that I’m reporting this matter. This is about the code of ethics unbecoming of people hired to be of service to the tenants. They surely lack customer service skills required of their job. I hope they stop behaving the way they did, as they seemed to have gotten away with rudeness and apathy towards tenants for a long time. To completely shut me off is indicative of how unprofessional they handle the situation. As irritating as it might seem to them, they need to make a thorough investigation before taking the word of maintenance people they hire. I have talked to the neighbors since this incident occurred and they mentioned that tenants come and go at this property and longest occupant they have seen was 6 months. This is clearly an indication that something is wrong with RPM. I have also checked all the complaints online about RPM west valley and the complaints can streamline to mine.

Lastly, since the flooded carpet is contaminated with sewage water, we would like that area replaced. However, I realized what I got into, a business company who will make life miserable, who completely shut me off and according to the complaints I read online, will dry us up financially. I don't know who to tell this problem, that's why I'm sending this to Revdex.com so that no tenants will make this mistake that I did aside from previous tenants.

I have been impressed with this company from the start and don't normally write reviews but the change from the last property management company was like night and day. I own a house in [redacted] and rented it out for 18 months prior to using RPM. The last property management was fly by night (should of never signed up with them) and the final straw came when the tenants tore up the stucco in my backyard. I was notified of this by my neighbor and when I called the former management company, they kind of blew it off like it was no big deal. When I hired RPM four months ago, they were able to get the tenants to fix it on their on dime and without any strain from me. When it was time to rent my property again last month, RPM got it prepped quickly and leased it in 3 days -- that's right on. I was super impressed.

RPM West Valley Phoenix does not have any ownership in the property and only has limited authority and approval limits. Once the tech initially visited the property and the cost to repair exceeded the authority RPM had the tech immediately called the owner. It did take the owner time to get the repair completed and during that time RPM proceeded to follow up with the home owner in an effort to getting the repair completed as soon as possible while we understand the tenant was not comfortable in all rooms of the home while the secondary AC was out they did have AC in the unit and since RPM is not the home owner and just the Agent for the owner we cannot force the owner to issue a credit.

I have only been a coustomer of Real Property Management for 6 weeks. I gave them my deposit and first months rent in November for the month of December 2014 towards a rental property to move in at the end of November 2014. I also paid them my rent for January 2015 and Febuary 2015 before December 20, 2014. I received a letter in the mail from another leasing office that they received word from the owner of the property that I am to send my payments to them starting January 2015. I had not heard anything from Real Property Management about this change. I contacted Real Property Management the next business day and was then told that they will no longer be my management company. I asked Real Property Management about my payments for January 2015 and Febuary 2015 rent. They gave me one months payment back and said that the other will have to be mailed but they don't know when it will be mailed. I explained that I would need my funds within a couple of weeks so that I won't be late on my payments to the new management company. The lady that I spoke with gave me a sarcastic remark about the payment being mailed and I can use the first payment towards my rent for January. I asked her why is she sounding so sarcastic and she said that she is sounding how I'm sounding. I then asked if I can speak with her manager and she refused to put anyone on the phone and told me that if I wanted my money to come in and get it. I did not receive any documents from Real Property Management about the change until 2 days after that through an e-mail. I think that it was very unprofessional that I did not initially hear from Real Property Management about the change and it was uncalled for how I was treated over the phone about my money. They still owe me $875.5 plus my $650 down payment.

This company should not be allowed to operate. Their employees are rude and very arrogant. This company does not return phone calls so if I owned property I would not hire them to manage it. We called on a property and never heard a word. Three weeks later the place was still for rent. We called again. Finally got called back. We ended up leasing the home in Arizona. We moved from Iowa. As soon as lease was signed again they wouldn't return calls. Due to lack of jobs we had to move back to Iowa. We contacted RPM to relist our home. They flatly refused stating it was our problem which is totally false as state law requires landlords to make every reasonable attempt to re-lease the home. We knew we would have to pay until there were new tenants. They said WE had to find new tenants on our own and take care of checking new tenants financials to make sure they qualified. Then they were rude to the new tenants we found on our own in 2 days. The terms for qualification were met by the new tenants which we hadn't even met when we applied. We asked for an exit walk through which they refused to do. They took our $1299 deposit due to "surrendering the property" which we did not do. By law they need to return that since they lost no rent and there were no damages. But after 30 days have not returned it per my written request. They had new tenants sign new lease and added more stuff that was not in our lease. They are crooked and shifty and every property owner should know they are NOT working in their best interests. I will never use this business again. They should have legal consequences for their illegal actions!!!

Worst management company ever. I just moved in less than a month ago and can not get them to return calls or resolve any problems we are having. The day we moved in my brother in law notice termite nest on the side of the house, I have never had termites or seen them so I had no idea what they looked like. I called the following business day and they had a person come out and look at the nest who said yes you have termites and haven't heard a thing since. That's number 1. Number 2 - I can not access the mailbox. The mailbox is owned by the HOA not the post office and since I'm only a renter not a owner the HOA will not deal with us. I advised the management company that USPS and the HOA states that it is the managements responsibility since we are only renters and that I would pay for the lock smith but they had to get them out here and that we don't even know the mailbox number. We can't get the management company to call they only leave messages in the portal and state basically they won't do anything about it so now I can't even get my mail. When you do call they are rude and unprofessional and when you ask to speak to a supervisor you are sent to voicemail. They over charged us on the first months rent. Stay away from properties rented from them and don't let them manage your home.

As we disclose to all Owners / clients Real Property Management is note a licensed home inspector which is why the photos were shared with the owner an it is a sad but unfortunate fact that as the owner of an investment property damages are one of the risks associated with having a rental.

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.

Well, quite simply, the complaint is not being addressed. This is a statement of policy, not an explanation. We told them my husband was employed out of state and they said IT (his out of state employment) was not a problem, fill out a $50 application and seek approval. They told us we did not qualify for this home BECAUSE he was not employed in Arizona. There was deliberate deceit. We have since hired a tenant realtor and have learned companies such as RPM are simply "fee collectors". Please review the complaint with more attention. Thus explains why we were not listened to in the first place.

Regards,

I have used RPM West Valley for my rental properties for the past 4 years. I have 10 properties and their whole setup works for me. The staff communicates issues to me quickly via the online portal or a call. If there is a major issue, the owner of the company steps in. She is very sharp and resolves things quickly. They also are attentive to my problem tenants and act quickly when the property is not being maintained or when a property receives an HOA violation. They normally rent my properties quickly and are very good at determining market rent. I have had to evict a couple of tenants and assisted me with this process and got the tenants out and re rented the property quickly.

Attached is Ms. [redacted] executed lease which has been available for her since her move-in date. If she had and issue with the end date it should have been addressed at the time of the lease signing. It clearly shows an date of 5/30/2014. Had she fulfilled her lease we would have made arrangements...

to complete a move-out inspection.

Do not hire this company PERIOD!!. If you are a potential renter or a landlord looking to rent out your property this company is not for you. I was looking to rent our my property in Glendale. Contacted them and met with Lisa. Seemed pretty straightforward and fees were simple also so I hired them. Right away already getting a sense they were bad. Demanded us to move out, they say they can't market the house with furniture in it. Then I was told I need to lower the asking rent. This was after they found tenants that could not qualify for the credit application. I was told "good credit people don't rent that expensive and the price was lower I would get a better group of people with great credit"

So price was lowered and what happened we got a tenant that failed credit application again.

Finally had it with them, so I called to cancel the service. I was told I needed to pay $250 for cancellation. This was not in the contract but wasn't going to fight it. I paid but they would not return my keys to me. Said I had to give them 30 days notice of cancellation and they would mail it back to me after the 30 days is up. They had already cashed my check and was still holding my keys. This make no sense.

Bottom line this company is hoping to play on your money and will not do a quality job. Bad company, bad people, bad business. STAY AWAY......

There is no option for zero stars but if there was, that is what they would get. I rented a property from this company for 1 year. ALL of the staff were rude and unprofessional. I was told several things before the lease was signed then after that, everything changed. The property was "as is". The paint was horrible and it was dirty when I moved in. I spent days wiping down blinds and walls. Every 3 months or less, there would be an "inspection." It was a constant reminder that the property was not your home. Because of this feeling, I knew that I would not renew my lease and we didn't even fully unpack our things. When I moved out, I was told not to patch small holes and return the property as it was before I moved in. I hired a professional cleaning company and even patched holes. However, when I got my deposition, I was charged for cleaning, paint, a pool replacement key (the key never worked and it was the one they gave me upon move in), and for a satellite removal fee. I NEVER had satellite service, in fact the satellite was on the home when I moved in. When I called and told them and presented them with the photos I had of the home before I moved in AND a letter for [redacted] confirming I never had service, they ignored all of my phone calls, voice mails, and emails. I went to the office to let them know that they had wrongly charged me. The next day, I was called by someone who stated, "As a 1 time courtesy, the owner would give me my money back for the satellite but it was my fault that I did not notate this on the move inspection." However, the move in inspection consisted of one of their employees coming and writing down the color of the carpet and walls. He never inspected the outside of the home. I guess they call that courtesy but clearly they knew I wasn't going away and I would have took it to court if I had to Now a week later I get the corrected disposition and they took another $4.15 for paint. Keep in mind the paint was horrible when I moved in. This company made me sick to my stomach. I hated giving them my money every month because they were shady from day one. DONT RENT FROM THEM OR LET THEM MANAGE YOUR RENTAL PROPERTIES. I would bet they've been sued a few times due to their shady scamming ways.

RPM was engaged to manage Mr [redacted] home which is currently under management we are complying with the terms of the contract. We have leased the home and continue to manage both the home and tenant. Ultimately as a the property owner, Mr. [redacted] is responsible for paying the city rental tax per the City of El Mirage. As a courtesy RPM sets up the lease so that charge is pasted on to the tenant and then forwarded on to the owner to file the taxes. Since services have been rendered no refunds will be issued. Mr. [redacted] is free to terminate services at anytime during the contract but is subject to an early termination fee or he can terminate when his contract expires at no cost.