RPM Midwest- Real Property Management

[redacted],To give a little background on the situation, you had asked us to request possession back from the tenants at the end of their lease, 6/30/15. In February we sent them the notice as you requested. The tenants did not give notice to vacate the home. They simply dropped off their keys at...

the office on 6/2. There was no way for us to give you advance notice of this as RPM did not have advance notice. Yes the vacate email with the description of the move out inspection charges was sent to you after the fact, but that also was due to the fact that the tenant did not give notice. There is a charge for move out inspections just as there is for any maintenance performed on the home by contractors and this is the responsibility of the homeowner, especially the lock changes as those are required to ensure that the property is secure in the case that the tenant has made copies of the key. To address the 13 issues that you found in addition to the inspection that we performed, everyone has different standards as far as move out condition requirements. We charge for items that are allowable by the tenant/landlord law. We did do as you asked though and added the items you requested to the tenants ledger to be included in their final bill as you asked. I am sorry for the difference in opinion though as far as the inspection goes. We do our best to act within the guidelines of the law. Thank you,Heather M[redacted]                                               Office Manager

[redacted], Once a tenant is deactivated in our system, you are unable to pay online. You will need to pay rent as required per your lease via mail to RPM Midwest 352 Gest St. Cincinnati OH 45203. I am sorry for the inconvenience. We have had the property listed on our site and all of the syndicated sites since 5/3/17. I am not sure what happened to the sign, but I will make sure that another one is placed in the yard as soon as possible. We are actively trying to find a tenant. I will ask Kacy to update you on any interest/applications we have had for the property. In regard to the complaint with the other tenant, we are sorry if she assumed the complaints came from you. We never implied that anything came from you, but rather sent out our normal lease violation notices from RPM directly. We hope to find a tenant very soon so this situation can be behind all of us.

[redacted],I am sorry that you have had trouble resolving your security deposit dispute. I do see where [redacted] agreed to credit you for the $** that was charged for the sink chip that was pre-existing. Accounting has not issued that refund yet as they are waiting until the situation is fully resolved. I...

have looked into the other charges and wanted to address them each separately. You did state that you removed the existing towel bar and replaced it with your own, but then removed the items that you placed and patched the holes and left the original towel bar. We didn't charge you for the towel rod itself as you did leave it in the property as you said. We charged you for installing the towel rod as you did not rehang the towel rod upon move out. If you had not left the towel rod, you would have been charged for a replacement towel rod in addition to the installation charge. The charge on your ledger specifically stated that it was for installing the towel rod. I checked the pictures from the move out inspection and saw that there was a towel rod left in the bathroom. I also checked the advertising photos from prior to your renting the unit and verified that a towel rod was hanging in the bathroom before you moved in. Because of this evidence the $** charge will stand.  While we did charge you a minimal amount for painting ($[redacted] of the total $[redacted] charge) because of extra painting involved due to the patched walls, we checked with the contractor and they stated that the prep work that you completed did help it to be a little less work for their painters. They still had to put an extra coat of paint over the mudded areas to fully cover the patches but because they did not have to do excessive sanding or further prep we are willing to cut the bill for painting in half to only $**. We checked with our cleaners and they too were unable to remove the stains from the stove, so we are able to remove the cleaning charge of $**. In total, this means that we can refund you an additional $[redacted] of your deposit ($** for the chipped sink, half of the painting charge $**, and $** cleaning charge). If you agree to this solution, let us know and provide a current mailing address and we will get the additional refund check to you right away.

We settled your Security Deposit Disposition 12/28/15 and you owed us money. You disputed a couple items which the owner graciously agreed to allow you to get money back ($72). You accepted those terms, and I am sorry that it took longer for the Owner of the property to get the money back to you than they promised they would get it to us. They told us on 1/22 they were sending it so we told you approximately 30 days which would have been 2/22. We communicated with you on 3/22 and told you the check had been sent and you said you agreed to the terms (again) and everything was settled. I'm not sure what else to do here. You brought fleas into the property, you told us you brought fleas, you agreed to pay for them. If it's just an invoice that you want to see, then please see the attached invoice(s) for the work.Regarding as to why it took a little longer longer for the Owner (not us) of the property to send the money to us to forward to you, we sent it to them and they had to send it back to us so they could forward it to you. Please note that we are a 3rd party and we cannot control the mail, nor can we control other parties (the Owner of the property) and we are not legally allowed to forward money that we don't have (as that is against state law). I'm not sure what else we could do, or could have done here.

I uploaded the documents to the Revdex.com yesterday and you should have access to those documents. Can you not see the documents I uploaded yesterday? Also, we sent you a check a week ago Friday to the forwarding address you gave us. I can't imagine it's not there yet. That's concerning. If you want to come get a check, come get it. It's your money. Please come to our office and get the check and we will put a stop payment on the check and we can cancel the check we sent out if you don't get it  in the meantime. But also check the uploaded documents because they were uploaded yesterday to the Revdex.com's website.

[redacted],I am sorry for the confusion about the $95. The lease renewal letters that are sent out clearly state that if you renew for 12 months, there is no $95 leasing fee, but if you go month to month, there is a $95 fee for allowing you to do so as it is a risk to the owner to allow a tenant...

to remain in a home on a month to month basis. I have attached a copy of the letter that was sent to you and that you signed agreeing to it. I am sorry if you were told any different by anyone in our office, but this is a policy that we have, it was passed along to you when the renewal was sent to you on 8/11 and was included on the document that you signed to renew your lease. I do see that your rent amount was lowered again to the original rate as you renewed the lease for a longer term in April. I hope that that means you are satisfied with the current state of your relationship with RPM and the property that you are residing in. We are happy to have you as a tenant with RPM. Thank you,Heather M[redacted]                                               Office Manager

This bill is correct and total. I'm glad you have the address resolved.

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.]
Regards,
[redacted]

[redacted], I just received this complaint today, March 19th, 2015.  We received your voicemail in regard to this issue yesterday at 2:55pm, and I called you within 10 minutes of you leaving the voicemail. It looks as though you submitted the complaint to the Revdex.com at 2:59 (4 minutes after the...

voicemail was left) though so I called you 6 minutes too late. I am sorry for the delay in response. On the phone with you yesterday I agreed that the leasing fee that was charged, was supposed to be removed when the tenant opted for month to month, and just hadn't happened yet but that we would remove it and refund it with your next draw. I believe we covered the customer services issues that you wanted to discuss and I gave you my direct contact information to avoid any issues in the future. I hope that resolved your concerns. We will do our best in the future to respond in a more timely manner.

Mr. [redacted]d, During the move out inspection, damages were found that occurred while you were living in the home. I have attached the move out inspection for your perusal. As well as your final ledger. I know you have already discussed this with our maintenance manager, but there were multiple places...

throughout the home where drywall was repaired with caulk during the time that you resided there. The caulk has to be removed and the drywall repaired correctly in order to bring the home back to the condition that it was in when you moved in. The charge for this was the largest item held from your deposit. The estimate for repairs was completed by a contractor that regularly does work like this and it was estimated at the cost the contractor would charge to repair the items. I am sorry if you do not agree with this but it was damages caused during your residence there so it is your responsibility to pay for them to bring the home back to rent readiness.

[redacted] I am so sorry that you didn't get a response from the agent right away. We received 9 applications for that property within just a few days so it went really fast. The leasing agent assigned to the property was on vacation until today so she wouldn't have been able to respond to your request...

until now. Had you reached out to RPM directly it would have been handled swiftly. I can refund the application fee to you and your roommate but I will need their name as well as, like I said, there are multiple applications on the property so I want to make sure I refund the correct one.

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]

We are sorry that there was no forwarding address provided at time of move out, so we had to mail the letter to the property, and you must have to wait for paperwork.We will email you a copy and since now you send us a forwarding address, we will re-mail you a copy of your letter.Once we get the property rented we will let you know,Thanks.

[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.  At this point, I will accept the business response simply to move on.  I would note that we provided a forwarding address on June 5th (a day before you claim to have sent the paperwork) and forwarded our mail starting May 2nd (and yet still did not receive it).Of note, RPM never addressed their fledgling customer service issues.  They failed to account for the fact that they never followed up with us after 13 and 7 days when we sent initial emails to them.  Throughout this complaint, I pointed this out, and they never addressed why their customer service is beyond poor.  This was a pattern experienced multiple times with RPM, who seem to forget about their tenants once they have moved in and begun paying rent.  I am overly dissatisfied with their failure to address this concern throughout the process.A check will be placed in the mail.  My wife and I will however follow up often to find out if the property is rented.  We will also keep our options open to ensure that a fair effort was made to mitigate damages.
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.  I do feel the fees and amounts are not adequately described in their contract but will accept to end the dispute.Just to clarify the complaints were not submitted on the same date. I believe they were received by RPM on the same date.
Regards,
[redacted]