Real Property Management West Valley

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.

Let’s begin by clarifying a few things.  First, the tenants have paid their rent on time – but this is not due to RPM working “diligently”.  RPM should not take credit simply because people pay their monthly obligations.  Since RPM brought up the issue about the tenants moving out during their lease, let’s clarify a few things: I turned the utilities back on and then I had to inform RPM that the tenants had moved back into the home.  I sent RPM a copy of the water bill and requested that the fees I paid during the time the tenants were living in the home (unknown to RPM) be added to the amount due for the month.  RPM was not even aware the tenants moved back into the home.  All RPM did was add the water fee to the amount owed by the tenants, per my request. After moving back into the property, the tenants did NOT complete all repairs noted on the inspection. I was advised that a letter was sent to the tenants and there was no additional follow up after that.  As for the closing package being mailed to me, I cannot understand why RPM is choosing to continue to lie about this situation.  RPM’s explanation is that they mailed my closing package on December 31, 2013, using regular mail (no tracking number) and then two weeks later (after I contact them more than once), their employee goes to the post office and just happens to find my package there?  Does this even sound realistic?  I made arrangements to personally pick up this “lost” package and requested a refund of my $8.50.  My request was denied.  I specifically advised RPM that I would be in that afternoon and that I wanted to see the original package that was “recovered” from the post office. I was not surprised that the envelope had no postage on it.  Now RPM’s response is that they repackaged it.  How convenient.  I am rejecting RPM’s offer to have me come to their office and pick up the $8.50 that they have finally agreed to pay.  I already made arrangements previously to take time off of work so I could pick up my closing package THAT SAME DAY.  I specifically requested a refund of my $8.50 and my request was denied – despite the fact that they couldn't prove they ever mailed it.  I do not feel that it is my responsibility to take more time off work and go back to RPM to pick up money that they owe me.  I have already been there once.  If RPM was truly concerned with doing the right thing, my money would have been refunded that day and this would not even be an issue. I am requesting that RPM mail me my $8.50, and include a tracking number so both parties can be assured that this envelope is not “lost” too.  

Regards,

RPM West Valley has managed my property 4 years. I have a property in the [redacted] subdivision. They placed a great tenant three years ago and were able to do the routine things while those tenants lived there. However, this last month, they really helped me out. I got a letter form the HOA that I needed to repaint my house. Rather than just tell me I needed to do it and give me a bid, they had experience enough to let me know that this HOA was getting challenged and with the condition of my property I shouldn't just accept it. So I appealed to the HOA and won. Then, they leased my property within one week. Very happy with them right now.

This company has not provided adequate customer service to my family as tenants. They were slow, vague & reluctant to and even refused to help when we had questions & concerns about important rental matters. Their receptionist was rude, defensive, even confrontational when addressed with a very important concern. This company does not answer emails, phone calls or phone messages in a timely matter. When I went into the office because they refused to answer my email, call & phone message they reprimanded me for not having an appointment & treated me with utter disrespect.

I am so happy that I found RPM West Valley for managing my Phoenix rental property! From the very first call they were very responsive, informative and professional! I decided to give RPM the ongoing Management of the home as well as the listing to find a new tenant. Let me start out by saying that I am a "needy client", I like to be kept updated and I like to see things progressing without delays. I dealt mainly with Sara and she was extremely polite, responsive to all of my Emails and calls. The condo was inspected and photographed and listed within a few days. To my surprise and delight, within 10 days I had a new tenant and a 1 yr lease. Everything went so smooth I honestly can't praise and recommend them enough for a job very well done! I look forward to a long "profitable" business relationship with RPM.

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 request to have the $4.95 plus the $10.00 I spent on faxing over my documents to Real Property Management West Valley (RPM).  I contacted PAYLEASE Per Mark's request to do so, and I was told that only RPM could refund the money to me.  I do not see why RPM could not refund the total amount.  I also request the refund of $10.00 for faxing over my documents because Mark requested that I send them via fax for faster service and it was until I had already faxed them that Mark told me that the home for rent would not be ready and that he could not have all his paperwork done before the 7th of August if possible.  Leasing Agent Mark had been informed by the owner of the home before hand that we would need the home by the 7th or before.  Mark was not professional enough to prepare himself or to inform the owner or myself that he would not be able to work as fast until the last moment.  This is why I request a complete refund.

Regards,

I have two homes in [redacted] and RPM West Valley has done a great job at managing both of them. I have one that has a difficult late paying tenant and the are always on top of the tenant and keep in loop. My other property has had a great tenant in the home for 3 years now and they have always kept the tenant happy and on a lease which is great for me!

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.[redacted] and I arrived 5 mins late due to traffic, and although they are saying that the agent had another house call to attend. He stayed at the property for almost an hour while we waited on the phone with [redacted] and then on the phone with Real Property Management to try and trouble shoot and resolve this issue. He did not leave the property until about 330. Which would have been more than enough time to do the walk through but they refused to do it due to no electricity at the premises.  I was specifically told that we were charged to reschedule not for being late but because there was no electricity at the the residence, which again was an issue caused by some of the copper being stolen from the property and was the property managements fault not ours there was no electricity at the time of inspection.  In addition my concern is more so for my safety, this company has been nothing but unfair and manipulating and I know they will lie, cheat, and manipulate to hold onto what ever money they can. I at this point am concerned more about the possibility of a cheap and faulty job this company may have done in order to save money on the repairs at the premises and I am looking for some kind of second look over to confirm that the work is up to code. 

Regards,[redacted]

We began using RPM a number of years ago, through the recommendation of another property owner, after a series of unfortunate tenant experiences. Not only have we had virtually no difficulties but also have had very little time with vacancies. Since then, as we have purchased more properties that they are managing. Our agent [redacted], is a delight to work with, communicative, responsive, quick to find great tenants, and keep us well informed of any developments with our properties. Also, we have happily referred RPM to friends.

Ms. [redacted] had a section 8 tenant renting her property for 8 years.  Each year her property successfully passed a Section 8 inspection meaning “the property complied with Housing Quality Standards & Local City Codes”.  Additionally, Real Property Management (“RPM”) performed periodic...

inspections in which the photos taken were forwarded onto Ms. [redacted] for review.  The tenant was often served with 14 day, 10 day notices of non-compliance as well as letters for minor items that needed to be addressed in the property.  Unfortunately, Ms. [redacted] often times decided not to follow through with the 10 and 14 day compliance notices.  For example, in November 2014 the tenant was issued a 10 day notice for an unauthorized pet in the property.  At the conclusion of the 10 days, the tenant hadn’t complied by removing the unauthorized pet or paying a security deposit.  At that time we reached out to Ms. [redacted] with the option to evict the tenant based on the non-compliance and Ms. [redacted] opted not to evict and to let the unauthorized pet remain in the home without a security deposit.  On a different occasion, the tenant failed to comply with a 14 day notice. Again we reached to Ms. [redacted] to have her follow through by repairing the items needed on the 14 day, then charging the tenant for the repairs and having RPM’s in house collections department work in an effort to get her reimbursed.  After thoroughly reviewing this option along with the purpose of a 14 and 10 day notice, RPM did not receive any directive from Ms. [redacted].  As a result of both of these items, the tenant learned that the Ms. [redacted] wasn’t going to stand by the notices that RPM issued.  Furthermore, RPM was able to get the tenant to comply with two additional 14 day notices to replace carpet in one room and replace the Arcadia door.  In conclusion, the periodic inspection work was completed therefore no refund will be issued.

Per all of our listings. The application fee is non-refundable and unfortunately the applicant did not qualify for the home.

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 West Valley has never given me the option to speak directly with the onwner nor has given me any information on how to contact said person. 

Regards,

WHERE TO BEGIN- as a property owner I WOULD STRONGLY urge you to reconsider signing with this company. Your property will never be the same! They rented our home to a single mom, 3 children, (which later was changed to 4 children) then proceeded to move her boyfriend in with his 4 children and then later even, 2-3 college aged children also moved in. All of this happening in a 3 bedroom home in which RPM supposedly was doing a quarterly inspection which we were paying for and no one ever noted excess bunk beds. We also were charged almost every other month for some time of repair to toilets which were brand new when they moved in. THIS IS THE WORST COMPANY EVER!! We paid over $8,000 to put this property back into the shape it was when we signed with them. We had to replace all carpet which was new when the tenant moved in 1.5 yrs prior. There were numerous, multiple urine stains in a home which had no pets. On their move-in all new paint. On their move out, the walls had layers of dirt, grim. When we took a gentleman from another management company and a realtor into the home with us, she said don't you think if you knew the owners were coming you would have cleaned the place? He said, they think they did! AGAIN, WORST COMPANY MANAGEMENT EVER--RECONSIDER, you will be very thankful you did.

RPM West Valley manages all 10 of my properties in the West valley (3 in [redacted], 4 in [redacted] and 3 in [redacted]). I have been impressed from the day I met with them 2 years ago. They handle my maintenance problems quickly and get the vacant properties rented faster than I thought could be possible. I may the happiest with their ability to get the rent collected and get the tenants that can't pay out quickly. Thank You RPM West Valley!

I am an owner and have used RPM West Valley for the last 5 years. My two properties in Avondale have been occupied consistently with very little effort on my part and that is because they have the process down. They have been very consistent with everything so I know exactly what to expect regarding my check, getting maintenance done and what needs to be done when it comes time to get a new tenant in place. I like how they handle getting a new tenant in place because I know I will be getting a tenant with a good background and will be qualified to the standards I want. Mark and Abbie are also really helpful and they understand what the best rental pricing in Avondale is

We just closed on a property in Anthem and live out of the country. We did our homework and were in touch with a lot of different property management companies but we went with RPM because of Lisa's professionalism and patience in answering our millions of questions. Also, Lydia went out to the property quickly after she got the keys and gave us an estimate for the minor items needed. We are happy that we selected RPM!

Dear Mr. [redacted], it is unfortunate that after 3 years of dedicated service that included keeping your property tenant occupied with a tenant that pays rent on time that you are now having issues with our service based on your properties Home Owners Association's requirements. You requested your...

contract not be renewed at the beginning of June and we scheduled the closing of our account for late June to give your time to contact the tenant and set up rent collection for July. Since the type of violation that you received can often take 4-6 up-to get the approved architectural decision approved and then the work would need to done there was going to be a charge to get the bid and keep your account open.

We are very surprised by this complaint made by Ms. [redacted]’s, especially the comments regarding our lack of customer service and communication. Prior to her termination of services our staff worked diligently to get the rent payments from her tenant that have moved out during their lease of...

the home and turned off the utilities. In the end the tenant moved back into the home to fulfill the lease completed repairs of damages noted during an inspection and Ms. [redacted] was reimbursed for utilities cost that she incurred during the time she had to turn the utilities on. 

Ms. [redacted]’s closing package was mailed on December 31st. We were very surprised when she contacted our office stating she had not received the package. Our staff called the post office and travelled to post office in an attempt to locate the package. They were able to locate the package at a local post office. The package was returned to our office and then repackaged to be mailed with a tracking receipt which is why there was no postage on the envelope that Ms. [redacted] picked up. If Ms. [redacted] would like a refund of the mailing fee she can come to our office and pick up the $8.50.

I've had a rental property in Buckeye. RPM placed good tenants a while back. Unfortunately, they lost their job and could not fulfill their lease, but RPM got them to turn the keys in and set them up on a payment plan. I was then able to get the property rent ready and the prior tenants have already made a payment on the payment plan. I own properties in several cities and states and this is the best result that has happened in a situation like this. Other companies have basically told me I am out of luck when this happens and the tenant then lives for free for a couple of months costing me time and money before they are evicted at my expense.

I allowed RPM West Valley to rent out my house, ok service for the first few months, unprofessional service and communication several months into the lease, tenants moved out and they never let me know, when I found out the nightmare began, I would never recommend this company.

Review: I have been living in a residence in [redacted] through Real Property Management for over a year now. I have had a few issues with them throughout my term but nothing major. When the time came to renew my lease I initially signed a 6 month agreement. I sent in the document and RPM responded letting me know the document was not legible and I needed to send in a clear contract. At that time I changed my mind and set in a month to month agreement. I then contacted their company to make sure they received the document and that it was legible. I also spoke with them to go over the terms to make sure everything remained the same. At that time I was told everything would be updated in their system. I went on making the payment for a month to month agreement because that was my understanding. Recently I contacted RPM to see what I needed to do before I chose to move out. They then tell me I am currently under a six month lease. I asked how that was possible because the documents were sent in for a month to month. I also spoke with one of their representatives who assured me it was in place. In my tenant portal I go to look at the renewal documents. They posted the document I originally signed (six month lease) which is not legible and above it is their blank original copy of the same document unsigned. I then go back and forth with them asking if this can be switched and they tell me they can't do anything. The whole time I have been paying the rate for a month to month lease and now noticed there is a credit. I let them know I am willing sign a month to month contract and send it back in. In the documents that were sent to me, as well as my original lease it reads if I do not choose a new lease agreement it will automatically change to month to month. If the document I sent in is not legible at all how is it that they have a legal contract to hold me to a six month lease? I just feel as if this could be an easy fix considering the owner gave me three options to renew my contract 12 months, 6 months or month to month. Also when I conversed via email with one of the representatives through my portal they gave me short answers and eventually told me the case was closed. I felt they were very rude and we not concerned or helpful with my issue at all. They are attempting to hold me with a document that is not legal. All they want is their confirmed 6 months paychecks. I will have to pursue legal action if this is not corrected. It is not right!Desired Settlement: I simply want my lease changed to what I was originally told it was supposed to be. Which is a month to month contract.

Business

Response:

[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.