RPM Midwest- Real Property Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
This matter was supposed to finished at the beginning of February, not the beginning of AprilTwo entire months have passed, and still no checkI was charged for pest control, yet was not given a copy of the bill for the past controlI have read the other complaints about this company pulling the same tricks I'm seeing here nowThe property showed zero signs of any infestation at least months to moving out in mid NovemberThe repairs I helped the landlord make to the property greatly outweigh the deposit amount, had this company actually known about any of the repairs done to the property then there would be no problem refunding my depositThe property was substandard when we moved in and is now better than beforeThe email sent to the Cincinnati office in March was to find out why the check had not been mailed to the address given in Cincinnati Simple fact is the landlord wants to sell the property but can't afford any of the updates in order to put the house on the marketI don't work for free when my deposit is being ripped off $worth.
Regards,
*** ***

***, I am sorryI did not realize that your agreement had a sale clause, stipulating that the cancellation fee would be $rather than $in the case of a saleWe agree to your solution and will adjust your account to reflect the $fee instead of the original $chargeI apologize for any confusion as to the specifics of the agreement upon signing upThank you for your understanding

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, as of June 14th, we have not received any final paper work. I will keep waiting, but it does seem like that would be a long time for mail to come from Cincinnati to our new address in ***Second, regarding a sign being placed in front of the house, we have driven by the property several times since our final move out on May 8th. At no point did we see a for rent sign placed on the property (or the other property directly next door). It does not seem like a for rent sign was ever placed there. It seems like RPM may not have ever placed a for rent sign in front of the property. We would be happy to confirm with people we know from the neighborhood if there was ever a sign placed thereThird, from our first contact on May 30th through June 14th, we still have not received any information about interest in the property or any showings that were conducted as a part of a reasonable effort by RPM to find new tenants to mitigate damages, which is required under current Ohio law. Thirteen days passed from the first contact, eleven from a second point of contract, and seven passed from our third effort before any response was issued by RPM. Since RPM’s first response on June 12th, there has still been no information provided to us. Once this information is documented, we will willingly place a rent check in the mail. This seems to be a habit of RPM, as we have had several instances where we have reached out to them and not received an answer without having to follow up again through repeated emails and phone calls. They seem to consistently state that they will have to get back to us, state that they must talk to the owner first, or pass responsibility to another employee while we await information or answers. There has been no follor explanation as to why it consistently takes RPM so long to provide customer service to tenants. RPM states that they are eager to resolve this matter, but it does not seem so. We had to go through the Revdex.com simply to get a reply to questions that we had regarding the property. As it is mid-June, there is a chance that a similar situation occurs in July. We would like to avoid a similar instance if no renters have moved in at that point though we feel confident that were a reasonable effort made by RPM to have rented the property renters should be moved in by July 1st considering we made them aware of our lease termination on April 26th
Regards,
*** ***

***,I am sorry if there was any confusion over the cancellation feesYour contract allows for a flat cancellation fee of $One of the reasons we have a cancellation fee is because we do not charge up front for advertising and do not receive payment from owners until a property rents, so if we
advertise without placing a tenant, we are out the cost of the advertisementsWe incurred the costs of advertising your property up front and since we did not place a tenant, the only way to recoup that money is to charge cancellation fees per your contractThat being said, if someone in our office told you that you could list it for sale and that cancellation fees would be waived if it sold before a tenant was placed, please send us the documentation of this and we will honor itEither way I am able to remove the $charge for the guarantee programs the first month as without us managing the property going forward there would be no need for those servicesThat brings your balance down to just the $cancellation charge pending further documentation of the arrangements made

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I did receive word from your office that you had an incorrect address for me, I know that I have you the correct Cincinnati address when I dropped off my keys and again when I spoke to VictoriaI have given you my address for a third time, I unfortunately work before and past your offices hours of operation. I have looked through the document that was uploaded and it only shows a labor amount and charge for the broken globeI am looking for the copy of the bill from the exterminatorThis bill is needed to display in court for my divorce case to show that I never received the full deposit backThat deposit was supposed to go towards child care expenses and now without that bill I have no proofAnd if I am held in contempt for this, you can bet your bottom dollar I will be moving this issue to a higher authoritySo would you please send the bill from the exterminator so we can put this to rest.
*** * *** **
*** ** ***
Regards,
*** ***

***, I am sorry that no one has responded to your questionsRPM did not perform the move out inspectionThe owner did this on his ownHe did not supply us with documentation of it but just stated that there were no charges to be added to your account as there were no tenant responsible damages
foundI am also sorry for any confusion with the circumstances regarding the key returnYou are correct that any damages caused by criminal break in would not be your responsibility, though I think my explanation of the situation should have been a little more clearIf you are still in possession of the property, it is still your responsibility to look after the homeIf something did happen, whether by criminal break in or anything else, prior to turning in your keys, any damages caused would have been reported on your move out inspection reportWe would have no way of knowing what was caused by you the tenant or by someone elseBy turning over the keys and giving RPM possession of the home, you could rest assured that the home was in the condition you left it at the time of the move out inspectionWe were trying to protect you as tenantsYou are still liable for rent through the end of your lease, whether or not you are residing in the premises, until another renter is placedWe have processed your final paper work and it was mailed out on 6/6/We are working to find another renter as quickly as possibleI am sorry that the other tenant caused such a problem for you but that was something out of our controlWe wish you and your family the best and also best wishes for a happy and healthy baby

*** ***,I am sorry for the confusion with the move out chargesThe move out instructions that you received outlined the cost of the move out inspection and that the cost of locks is additionaldeadbolts and passage locks were changed which accounts for the large additional chargeWe only
change the locks that are necessary to secure the home should the tenants still have copies of keysI have attached a screenshot of the email that you were sent explaining the upcoming charge.The tenants security deposit was not $625, it was $$was held from the deposit and applied to a charge owed to RPMThe remaining $was held and credited to your account with RPM for cleaning and repair charges that the tenant owedThis $addition to your account with RPM added to your minimum in the account of $brought your account balance to $ As the tenant had not paid rent in quite some time, there were bills on your account that were still unpaidThis included the $management fee for June as well as the final bill for the sump pump issue that flooded the basement when we picked up a blower and finished the clean up of the basement in May-the remaining amount for this was $These two bills were paid out of the $in your account in addition to the move out inspection and lock change bill of $which left a total of $in your account with RPMThis was sent to you upon close out of your accountI have attached a copy of your final statement showing this activity. Let me know if you have further questions about this. Thank you,Heather M*** Office Manager

Thanks for your concern and reaching outWe wish you would have reached back out to us directly because days after we settled this matter already on the 23rd of March (last week) we sent you out the check we promised in the amount we promised to the addressed you gave us. Please allow the
post office time to deliver the check. Regards,Sam T***Broker/ManagerReal Property Management Midwest

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Ok your not following me here, let me explain this a little betterThe owner, *** ***, was a friend of mineWe made several deals outside of your company to save money on his endNow if he wants to suddenly forget those deals, that's between the two of usThe fleas were brought in by my ex wife's cats, who vacated the premises shortly after the last lease was signed, therefore breaking the lease agreementI was left with the aftermathI need a copy of the extermination bill to show in court against herI know we had an agreement, but your speed and excuses as to a timely repayment are extremely concerningYes I agreed to the $amount but still have not received itI am trying my best to not get any court involved, but when they are expecting me to show where my house deposit went and I have no proof that it was used for pest control then that's a problem. I just want my $and a copy of the bill from the extermination servicesI'm tired of dealing with this on my own and have been extremely patientI would also like to have that info for taxesI do not wish to discuss this any further until you at least produce a copy of the exterminator bill.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I was promised a check days from January 22ndIt is now April 4th, again this seems to be a common problem with this companyNo bill presented from exterminator to prove that exterminator was usedI accepted this deal on the terms that payment would have been timelyThe payment has yet to materialize after days and countingEvery company including RPM charges a late fee for non payment, am I not allowed to receive the same compensation? There were no fleas present during or after vacating the propertyAll I want is proof of extermination and my money backSimple request really.
Regards,
*** ***

***,Our current contract is worded the way that it is because while we do advertise on around sites, our software provider is in control of which sites the advertisements go toIn your situation we did advertise the property but there was a delay in getting it up on one siteWe worked with
the provider and got the issue correctedI am sorry that we didn’t find a renter more quickly with the use of the other sites but we did advertise it on a multitude of sitesWe will look in to the wording in the contract though and see if there is a better way to approach itThank you for your input

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]RPM,It was explained to me that if my property sold before finding a tenant was found there would be no penalty.  I was misled and cancellation fees were never mentioned.  After further scrutiny of the contract I have found a cancellation fee that was not disclosed.  Citing the contract, "Owner may cancel this Agreement only owing Agent an administrative fee for actual time spent closing out accounts and a One Hundred Dollar ($100.00) cancellation fee", not $300. When I signed up with RPM I did so in good faith that what we discussed is what would be in the contract; furthermore, upon cancellation I agreed to send referrals to RMP.  I had no hard feelings. I felt fortunate that my house sold.  RMP never took pictures of my residence so it was never even listed as an available property.  As a concession, I will pay $100 and remove my 1-star review if we can settle on $100 payment and be done.   Regards,
[redacted]

[redacted] admitted that he brought in fleas into the property (and he broke a light globe as well) and was ok with the resolution that was necessary to get rid of them (just 1 week ago) that we needed to send an exterminator to get rid of them. I'm not sure why now he's doing a complete 180, but we did give him more back than her deserved just to be kind. We told him it would take up to 30 days to get him the money back, but we sent it right away. Again, not sure why he's upset now, he admitted to bringing in the fleas??? Perhaps he is upset more at his ex-wife (not us) for the flea situation (see email exchange) below.Here's is the email exchange with this already being resolved. (will send receipts if necessary.... but, not sure why the sudden 180 after he agreed to the resolution?)
-------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Fri, Jan 22, 2016 at 10:22 AM
Subject: Re: Images
To: Victoria P[redacted] <[redacted]>
Victoria, 
I can accept that. I battled those fleas for 9 months. Damn near impossible to get rid of. Thanks for your time. Can thank my ex-wife for the flea gift. 
Sincerely,
[redacted]
If you tell the truth, you don't have to remember anything.
                                  [redacted]
On Jan 22, 2016, at 9:20 AM, Victoria P[redacted] <[redacted]> wrote:
[redacted],
I spoke with the owner and he agreed to refund you all the funds, except the money for pest control and for the globe. There were fleas when we did move out report and I had to send exterminator to spray. 
I let accounting know to send you the portion of the security deposit once we have the funds in the owner's RPM account. This will take up to 30 days.
Thanks,
Victoria
Thank you and have a great day!
Victoria P[redacted]
Maintenance Supervisor 
Real Property Management Midwest

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First and foremost, from the time my wife first reached out to you, thirteen days have passed before receiving a response.  Seven days then lapsed from when I reached out to you concerning this matter.  This is unacceptable.  We should have been informed within a reasonable time frame about the results of the walk through.  Second, we attempted to pay rent on June 1st, but upon attempting to log on to the tenant portal, we received notice that we do not have an active lease with the management company anymore.  This left us unable to pay rent.  I am happy to provide a screenshot of the image to show that we were unable to pay rent, if the company desires this.  Third, we requested information regarding inquiries into the property and any information regarding showings, to ensure that a reasonable effort was made to rent the property.  This is in accordance with the Ohio Landlord-Tenant laws that state a reasonable effort must be made to rent the property if a tenant breaks their lease.  This information has not been provided to us.  In addition, we drove by the property on Saturday and noticed there is no for rent sign in front of the property.  It would seemingly be considered a fair, reasonable effort to rent the property by placing a for rent sign in front of the property.  Forth, we still do not have any access to a property that we will now be paying for, because the company requested we return the keys.  This is the email text:"I understand your concern about returning the key since you have paid rent until the end of May however we cannot do the official move out inspection until the key is returned. I would think it would be better for you to turn the key in so that we can perform the inspection so the condition is documented by RPM as well. Should the tenant that was evicted from the other unit decide to come in and destroy your unit (which I wouldn’t put past her at this point) prior to you turning in the keys, you would be held responsible for the damage since possession has not been turned over. Please let me know your thoughts on this."We were told that in order to clear us of any responsibility of potential damage, we had to relinquish our keys.  Again, we spoke to a lawyer, who informed us that this is not the case.  Criminal damage that is done to the property cannot be held against tenants, if that damage is done by a third party, regardless of whether or not we have vacated the premises.  If we are paying rent, it seems reasonable that we should have access to the property, and we would have looked into the property frequently to ensure that nothing had occurred.  We now, however, have relinquished the keys to the property because of RPM's requests.I would also like to point out that though you could not expect all that occurred between the former tenant, there were reasonable steps that could have been taken to avoid confusion.  When she was informed that her dog was not allowed on the property, it was not stated that we were not the ones who complained.  The owner of the property admitted that this was not handled properly and is something that should have been clarified to avoid any potential confusion or frustration from the other party.  She held us responsible for the matter, even though we had nothing to do with it.  Further, when we discussed the noise complaint, we requested that nothing be brought to her attention before clearing it with us.  This was not the case, as she was informed about the complaint and confronted us.Perhaps a compromise can be reached with RPM, if they are willing to discuss it with us.
Regards,
[redacted]

Thanks for your inquiry.I apologize that Victoria didnt' get back to you. I talked with her and she missed your email. It seems you are due a refund of the "cleaning" portion of your deposit. However, the toilet seat for which you broke and the drip pans which were missed on initial inspection...

and need to be added (which were $45.) You are owed a refund of the cleaning fee less the drip pan expense of $45.Please contact Victoria to arrange payment

[redacted],I am sorry for the confusion with the lease renewal process. I am sure you are aware that we had a software change in January. Because of that we had to revamp the lease renewal process. Because your renewal date happened in the midst of the change, your renewal was sent with both the old and...

new process. This only happened because of the change in processes but I do apologize for the situation. You can submit 30 day notice by emailing [email protected] or by mailing to the Gest St. address below though I do believe it is irrelevant at this point as you no longer rent from RPM. I am sorry if that was not clear in the lease. We wish you the best in the future.Thank you,Heather M[redacted]                                               Office Manager

Thanks for your message and your concern. I have reviewed our site thoroughly and every property clearly states at the top that there is a $0.99 cent registration fee to verify your identity. Our vendor, charges that fee and our company does not get ANY of that money. It actually costs us several...

thousands of dollars to pay that vendor for the service. It's just a fee the vendor charges to verify your credit card and thereby your identity, so that we know who you are and therby allowing us to allow you to enter the property yourself, and allows us recourse if damage is done or something is stolen. Please verify you can see it clearly marked at the top of every property page such as this one [redacted]. I have also attached a screen shot:Please let yourself into any property by verifying your identity through the credit card system just one time and you can see ANY property in our system with that one identity verification.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While I understand there is no statue requiring you to update us, we know and were advised that renters should have their damages mitigated.  We inquired about this process amicably, rather than involving lawyers and litigation that could prove costly for both sides.  We merely wanted to know if this was being done and if anyone was interested/had seen the property, and the only way that we would know outside of involving a lawyer, was to reach out to you.  As such, we appreciate any information you would be willing to give us so that we may know that attempts are being made to mitigate our damages and thank you for letting us know about the process and continuing to fill us in this way.  Please let us know if there is another way that we could be filled in about efforts to mitigate damages, and we would be happy to follow that method.For now, I am still rejecting the decision because we have not received any of our close out paperwork or the remainder of the security deposit.  It is now June 19th, and it seems like 13 days for this paperwork to reach our new address is a lengthy amount of time, considering your office is located in Cincinnati.  Once we have received this paperwork, we will place the rent check in the mail.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]