Rocky Mountain Property Management

We do apologize in regards to the wait for the tenant’s heat to be repaired. After research, we found the work order was sent to the vendor immediately upon receipt. As far as phone not being answered, our phone system is extremely busy and calls are returned as quickly as... possible. Our maintenance emergency line is not answered during normal business hours. After hours, messages are listened and then responded to as we receive many non-emergency calls on this number. We do inform our tenants that maintenance requests should be in writing and emailed to [redacted] @rmpm.com so they may receive quicker service. Air conditioning is not and never has been handled as an emergency. A work order is implemented and a vendor is notified to respond. Toilet, again a work order was completed immediately and a vendor contacted to respond. The work order that the tenant placed stated, "The toilet in the only bathroom is taking hours to fill and must be full to flush." Due to the details provided, this was not an emergency as the toilet still flushed. Our vendor response time was within our parameters of repair for this service call. Leasing procedure - there is nothing in the tenant’s lease that states we have to offer a renewal or have a walk through when they demand. This is at the discretion of the Landlord. Please note tenant was on a month-to-month with no additional fees incurred. Tenant is very quick to state that we do not respond and have poor customer service when they do not follow their lease agreement. We found that tenant had an unauthorized pet. Per their lease agreement, all pets must be pre-approved through management and that the tenant will be charged $25 per day for any unauthorized cat. Management never charged tenant any fees for the unauthorized pet, but did have them come into compliance by charging tenant a $25 monthly pet fee and $200 security deposit. Later, management found that tenant replaced the cat with a dog. Again, we did not charge the additional non-compliance fees. Tenant is currently upset that he received another late fee due to not paying his pet fee. Management will also give their tenants a “one time” courtesy removal of late fees. This tenant did receive that courtesy in January of 2013 in the amount of $110. Tenant’s request for a $200 refund will not be fulfilled as management has given this tenant numerous “customer service” discounts.

Complaint: [redacted] I am rejecting this response because:Even if I am responsible for the rent after RMPM took back the key and I no longer had access to the property, there is still a discrepancy in the amount of the pro-rated rent.Once the new tenants moved in, I am at that point in time, not responsible for any rent past that dateI know for sure, as I personally saw and spoke to the new tenants as they were moving some items into the property on September 15, (not sure if they were there prior to that date)With this being said, there were days left in September (15th through 30th) that I do not owe rent forRent works out to $per day ($575(rent) divided by 30(days))So, days equals $This should be the correct amount owed minus the re-keying fee of $and utilities of $31.21, which should total $If I receive a check in the amount of $for [redacted] and $check for SCleveland we can end this matter at this timeI have done more than needed to get an honest and correct outcome to this disputeIt is up to you to end it here or take it to the next level Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I have attached the conversations that I had with [redacted] , with all the necessary time stamps, and emails.March 6th, attempted phone contactMarch 7th, attempted phone contactMarch 8th, attempted phone contactMarch 9th, PM, received receipt from application submissionMarch 11th, emailed [redacted] to find out the status of my applicationMarch 12th, received email and was informed [redacted] needed to apply as wellMarch 13th AM, [redacted] submitted application March 13th, AM received email from [redacted] stating that the property had been taken as of yesterday (the 12th)March 13th, AM asked [redacted] not to proceed with submitting my applicationMarch 17th, AM received email from [redacted] that property was available againMarch 17th, AM emailed [redacted] , "no thank you" Regards, [redacted]

As we can understand the tenant's position regarding our vendors and their response time, we do not always have control of their schedules We try very hard to accommodate all tenant maintenance needs in a timely fashion, but this is not always possible when outside vendors are used Lease renewal walks - We would love to accommodate everyone's requests for walks, but this is impossible We are NOT short staffed, we schedule our time to our staff's schedule Pets - Our staff reported that they were not informed until after the fact on both of these pets Late fees - Please refer to your executed Lease Agreement regarding late fees and your acceptance of this policy when you executed your Lease Courtesy Late Fee - As we are sorry for your unemployment situation, we do have our policies set and they must be enforced equally for all tenants RMPM follows Fair Housing Guidelines This courtesy late fee is something that is not stated in our Lease This courtesy is offered to help out tenants when they are in need as a one time offer Unfortunately, the general public does not see all the positives we receive from most of our tenants and vendors, as they do not post those in the Revdex.com or online Those positives far out weigh the negatives that are published Rocky Mountain Property management

Complaint: [redacted] I am rejecting this response because: I contacted you and it has been days with no responseIs there anyone from the Revdex.com monitoring this? Why are these people still in business? They have negative reviews all over the internet and I'm sure I'm not the first or the last person this is going to happen to! Regards, [redacted]