SGI Property Management Phoenix

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.  It was impossible for us to predict the door knobs and kitchen drawer would fall apart at the time of move in.  Upon attempting to put the door knobs back together it was not possible due to mismatching screws.  The kitchen drawer as well.  Regardless of the timing of the maintence request we followed the proper procedures during the lease agreement and the owner and saving grace investments declined to fix the problems with no further explanation and now after following proper procedures of intent to vacate notice and move out procedures saving grace investments have unfairly charged us and deducted from our security deposit and kept $195 for these repairs of which $50 is for addoitional cleaning for the master bedroom bathroom which my wife left in a cleaner state than original move in.Best regards,[redacted]

We are very sorry that you feel the experience you have hadwith us has not been a good one. We intend to do our best to turn that aroundand help however we can. We apologize about the condition of the pool and wantto clarify how that situation was handled on our end. Some homeowners contractwith...

their own vendors outside of SGI’s network. In this case the owner of thishome has his own pool vendor and once we realized the extent of the issue, we hired acompany from our network to go out and address the problem and we've confirmed this was completed.With reference to the water bill, we have confirmed with you that your tenantledger will be credited for a portion of the bill to compensate to re-fill thepool. We will agree with you that this took longer than it should have andwe will work to make sure that any future issues be addressed in a timelymanner.

The drip pan was never replaced. The inspector from the restoration and damage facility told me he was unable to verify if mold was or was not present due to the blown in insulation, he then asked us to have the Air conditioning tech check for mold. The smell is evident and should require a certified mold inspector. A 2nd Air conditioning technician showed up later after 7pm on 7/18 to take measurements for what we were told is so they can replace the air conditioning unit. The 1st Air conditioning technician that showed up on 7/18 at approx 5:30-6:00 pm stated he took extensive pressure readings and confirmed to me verbally (again, for the 3rd time) that the AC unit is defective and must be replaced. He also came and painted some sort of substance on our old and rotted drain pan since he was never able to change the pan out, leading to subsequent leaks. Again I request the AC be repaired/replaced as the technician has verbally stated now 3 times on 3 different visits, the water damage be repaired, the property be certified mold free by a licensed mold inspector and rent from 7/1/2016 until completion of said repairs be refunded as the upstairs is uninhabitable.

THE PROPERTY MANAGERS LIE TO YOU ABOUT WHAT THEY CAN ACCOMPLISH FOR YOU AS A RENTER OR AN OWNER. THEY OVER PRICE THE PROPERTIES THEY MANAGE. IN 30 YEARS RENTING, I HAVE NEVER BEEN MORE DISCOURAGED OR UNHAPPY WITH THE WHOLE EXPERIENCE. IT HAS PUT A HORRIBLE DAMPER ON THE WHOLE EXPERIENCE AND LIVING CONDITIONS.

SGI Property Management is a great company. I'm a new tenant and everyone in the office has been nothing but helpful. If you are looking for a home this company will go out the way to find you what you want. You also don't have to compete with several applicants. SGI thanks for all your help. Keep up the good work.

Review: We lived in an SGI property for a year and a half, and took great care of the property. Upon move out, we were charged $405 (in a deposit disposition we received on 4/17/15). No receipts were given, or pictures, just a small list. The breakdown goes like this:

$200 for landscaping services

$130 for light bulbs and smoke detector batteries

$75 for carpet cleaning

We're still getting back over $900 so most people probably would just say "ok". However, we left over a dozen light bulbs for the next tenants as there is track lighting throughout the house. We had plenty of spare bulbs and would have replaced bulbs if they were out. Even if they bought new bulbs, there is no way they are $130. I spoke with a rep from SGI who said "well, the light bulbs may not be that expensive, but you have to think about the contractor we have to hire to go put them in".

If you need contractors to change a light bulb, there are major issues at this company. Look at their [redacted] reviews, they are the polar OPPOSITE fo their Revdex.com A+ rating.

The biggest issue I have, is the landscaping. My girlfriend inadvertently shipped a package to this address. Upon checking the tracking we saw the note saying that it had been delivered to this address and left by the front door. We went on Saturday, 4/18/15 (the day AFTER receiving this breakdown), to check for the package, and NO landscaping has been done. Why then, were we charged $200. There are still weeds in the front yard. How can you charge me $200 for work that hasn't been done?

You clearly are just throwing numbers out there, without actually doing anything.Desired Settlement: I want itemized copies of receipts for the work you claim has been done (which clearly hasn't). Allow me to find contractors who don't charge an arm and a leg. Allow me to replace the light bulbs and batteries for ~$20 or less instead of $130. I expect to receive some of this money back. Allow me to find someone to do the carpets cheaper - $75 for one room is terrible. I want money back and an explanation of where these charges are coming from. I will not just take this lying down. I don't even need the money, but it's the principal, and I'm sure I'm not the only person this has happened to. I made zero service requests while at this property.

Business

Response:

Residents provide at least 30 days written notice of termination and have this time to ensure that any damages caused by resident are rectified prior to transferring keys and possession back to the owner. Upon transferring keys, the homes are inspected for damage and any repair that may be needed. The inspection of the home had shown animal feces in the yard and weeds that were not taken care of prior to move out, as well as burnt out light bulbs and dead or missing batteries in smoke alarms. SGI is not a contracting company and we must use vendors who specialize in many areas and ensure that owners are not charged for items caused by resident’s damage or neglect. The vendors’ estimates were used to determine the deductions from the security deposit to ensure timely return of the deposit and work is performed based on the vendors’ schedules. Invoices will be sent to the resident to confirm amounts charged as requested. No refund is due to the resident as these items were not taken care of prior to move out and an owner is not obligated to allow access to a previous resident to repair items after move out. If a resident needed additional time for repairs directly after move out, SGI would have been able to work with residents and owners to allow such repairs so residents are not charged trip fees and labor from vendors. In this case, the resident did not inform SGI of any pending work needed upon move out and gave up possession with damages needing to be rectified.

Consumer

Response:

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 finally heard from the business directly. I've conceded that landscaping did need to be done, and also the carpet cleaned. While I believe the prices are high I do not dispute that. I still do dispute the charges of $130 for batteries and lightbulbs. When we left the residence there were no lightbulbs out and the smoke detectors were working and not beeping. I asked for an itemized copy of what lightbulbs and batteries were used that could have possibly been that expensive. I asked for an itemized receipt detailing this information. The representative of Saving Grace sent me the same information I already had, just on different letterhead. All it says is "labor and materials: $130 - light bulbs and batteries", which is what I already knew I was charged. This is NOT an itemized receipt. I've attached a copy to be seen by the Revdex.com. This is an ESTIMATE and does not fully explain the charges. I don't accept this. I am not paying $130 for light bulbs or batteries I don't believe were ever out. There was track lighting throughout the house that we used regularly. Saving Grace and/or the previous tenants left a closet full of lightbulbs that were still there when we left. If a lightbulb had been out we certainly would have changed it. This is unacceptable. It is not the money, it's the principal of $130 for batteries / light bulbs. The worst part is, when I spoke with [redacted] from Saving Grace on April 20th to ask about the charges, she was flat out rude. She was not empathetic, did not listen, and gave nothing but canned answers. I tried to question the charges and she flat out lied. She said the smoke detectors that needed batteries require special batteries. I've changed them before, so know for a fact they were standard 9V batteries. Again, not professional at all to flat out lie to someone who paid your company ~$1500/month for 18 months straight.It is worth noting that when we were looking for new places, we found another property of Saving Grace Investments and called to inquire about the place. We left several messages and never received a call back. This is not a good way to treat anybody, let alone an existing, paying client. I guess I'm just another number to them, that they can try to cheat money out of when all is said and done.

Regards,

Business

Response:

There doesn't appear to be a path to resolution as the complainant is expressing displeasure and not a suggested remedy. We have already made an effort to resolve and it wasn't accepted.

This business is appalling at best!! I was interested in a rental home and had been in touch with the agent for the home. The agent was slow to return any texts or calls to begin with. After viewing the home we went ahead to apply for the home and the agent checked and confirmed no other applications had be submitted. First off, we had to pay individually even though we're married. Never heard of that before. Second, I was wrongly informed on how to submit the application and had to do it twice. If I was given proper instruction then I would have has it put in sooner. Third, They ran our credit first and then someone else's right after ours AND informed them to put a deposit down to claim first on the property when it should have been us. I was never notified someone else had put in an application or even given a chance to put a deposit down as they gave no information to me as how to do so. I even notified the agent first thing in the morning of my submitted applications. All I received was an email about how it's no longer available and I can't get a refund on the applications because she went ahead and ran both parties credit. When I responded with questions I got no response. I'm glad I am not moving my family into a home where we would have to deal with such rude, unprofessional, inconsiderate people!!!! I have a family and am trying to find a nice house that would give us more room to live and was completely pushed aside when I was first!! HORRIBLE HORRIBLE work ethics! But none of these people could careless about that all they care about is taking your money and screwing you over!! I'd rather live on the street then ever give any sort of business to this company! You're dealing with people's lives, children's futures, FAMILIES!! You are NO saving grace, you people should be ashamed!

Do not rent a property from this company. They do not care about tenants at all and only care about the landlords. Called and complained to the "manager"manager Missy about the way I was being treated by a one claudia and all she told me was she was in bed with the owner and gave no care to my concerns with wanting to deal with someone else through the company regarding future repair issues. I strongly recommend any and all to avoid dealing with sgi. There lease has everything in the book to bite you in the (explicit).

We were told before moving into this rental home that the hot tub would be fixed and pool would get cleaned. About a month after living there, none of that getting taken care of they finally sent over a pool guy. Who then told us the hot tub could never be fixed. I asked for a discount since we no longer had the hot tub. They said no. Then we received an "excessive water usage" bill and also started seeing large puddles of water forming in our back yard. They had leak detection people come out and determine that our pool or in ground hot tub may have leak. They said they would talk to the home owner about getting it fixed... months later after several phone calls and unanswered questions they finally said the home owner doesn't want to have it fixed. So we were stuck paying for very high water bills. They told us the home owners are only responsible for fixing things that are emergency related such as electrical and stoves.
Were were also told that the upstairs bathtub had a bad leak at one time which was obvious do to the water damage seen on the downstairs ceiling but they said that was taken care of. Well it started leaking again, they did send someone over to fix it. but we just kept feeling like we should not have to pay for a high water bill, or for an unusable hot tub or for a pool guy that rarely ever showed up. "I cleaned the pool. "
A few months went by of complaints and so on and nothing getting accomplished, during this time my husband was laid off and we could no longer afford to live in this rental So I called SGI and spoke to a male and asked him if they could keep our deposit in exchange for our last months rent? He said sure, and I mailed them a 30 day notice to vacate. About a week went buy and they sent out an eviction notice. So I called and asked why when they know I already turned in my 30 day notice? They said they wanted the rent money. I told them the gentleman that works there said my deposit was to be used towards last months rent, the lady then said, "no, we don't do that here." So I asked why did your employee tell me this then? She said, he didn't know that rule. So then she said if we didn't pay them in 3 days, a police officer would be showing up to make us leave. So we ended up getting a rental truck and moving out on 3 days notice. and I still cleaned the house from top to bottom in hopes of getting at least some deposit back.
Fast forward a year later. SGI not only kept our deposit of $1,500 and today I found out they sent me to collections for not paying last months rent of $1,500, even though they evicted us in the 1st week of the last month. and then they told me they are charging us double rent for not paying for last month and they said that is stated in the lease. So that is ANOTHER $1,500. So, for our last month of not living there we are being charged a total of $4,500 of which $1,500 they already have. I realize we broke the one year lease by having to move due to job loss, but I feel that the company mislead us about the hot tub, and the leaks and kept dragging things out costing us way more money than we ever dreamed. Plus if they would have followed through on the deal their male employee made with us, we would not be in this predicament.
I know I will not be getting any money back but I am requesting that SGI removes this from collections. This is making my credit report look horrible especially when I am trying to get a business loan. Because of their mis- use of power, this could mess up many things for my financial future. And after speaking with the neighbor of this rental, they even told me the hot tub hasn't worked for years. And the utility company said there was a history of excessive water usage at this location and that SGI was informed of it before we ever moved in. Therefore I am claiming that SGI purposely withheld important, costly truths about this rental property and should bear some of the responsibility. I am most certain SGI just keeps repeating this same cycle with the next unsuspecting renters to keep the money coming in and should be ashamed with their unethical business practices.

SGI has been brilliant. All needs are met in a positive manner. All employees are knowledgeable and friendly. My communication with [redacted] is acknowledged quickly and problems addressed. The home we have rented is clean and looks brand new. I love it and SGI!

Saving Grace Investments fails to adhere to the [redacted] guidelines in regard to tenants who disturb those living around them. They are antagonistic to those who file complaints and act only to get the rent for the property owner. Even when the tenant fails a 10 day notice period they do not remove the tenant. The staff is also very negative and ignores police involvement in the complaint process.

We have been renting a home in Peoria for the last 15 months and the experience has been great! We've had a garage opener replacement, sprinkler line replacement, and an emergency A/C issue in the middle of July. We were without air for about 24 hours but SGI kept us in communication and the vendor sent worked diligently to get it fixed. The online portal makes paying rent and submitting a work order super easy..keep up the good work!

Review: I received a collection request for the amount of $915.22 on behalf of Saving Grace Property Management, here is the history:

1) SGI signed a rental lease on Feb 16th, 2015 on behalf me.

2) SGI collected $1062.50 security deposit from the tenant on Feb 27th, 2015, after the tenant satisfied with the move in check.

3) The tenant terminated the lease pre-maturely before July 31st. Only ten days later on 8/10/2015 SGI performed move out inspection, listed many things to be cleaned/repaired.

4) SGI is supposed to look for new tenant right away, to my surprise that over a month later on 9/9/2015, I was told several things have to be fixed in order to rent out. I approved all of the work except front yard cleaning for $240, which is absurd expensive.

5) On Oct 15th I got 3 bills of $555 + $525 + $240, but only two invoices attached, one without date, another one dated 9/8/2015, before I approved the work.

6) When I pointed out they already withhold $270 for utility deposit, SGI agreed on Oct 23th to take care of $48.91 (utility charge) + $240 (front yard cleaning).

7) When I inform SGI to use security deposit to pay it, I was told it was partially returned to tenant. But SGI refused to show the proof of refund, and the exact amount,

8) However, in one of the e-mail SGI admits its mistake for not holding the security deposit:

I will work on collecting from the tenant but I am not discussing this with you any further,

9) SGI leaked my contact to one contractor without telling me. When the contractor called me on 10/22/15, turns out SGI did not pay him.

10) On Oct 23rd SGI and I terminated the property management contract.

11) On Oct 24th my husband finally reached SGI rep after many calls, when asked for the home key and garage door remote controllers, she declined the offer to pick up them at SGI office, promised to mail us. On Oct 27th we replaced the lock with $238.27, for security concern. So far, I received nothing.Desired Settlement: 1) Explain why and when the security deposit is returned to the tenant, given the long list of damage in move out check report on 8/9/2015. And how much is refunded.

2) Explain why it took over a month to require work approval from us, after tenant moved out.

3) Explain why not returning the home key to us, even though admitted SGI has the key.

4) SGI told us they will collect payment from tenant for the same work. And instructed the contractor to call us with threaten of a lien. Meantime hired collection agency for the same payment amount. Explain the legibility of these triple payments request.

5) What happened to garage door remote controllers.

Aforementioned descriptions can be supported with rental release, move in/out check report, e-mail, and bills. Upon request.

Business

Response:

Not all items during a move out can be charged back to a resident, as per the landlord tenant act, only damages from the resident can be charged to the security deposit. Per Arizona law, a landlord has 14 business days to handle the security deposit disbursement. The letter and refund to the resident was sent out on 8/26/2015. The resident was charged for damages/cleaning and the refund totaled $529.62. The owner received the deduction amount of $525 on 9/10/2015. The owner was fully aware of the amount deducted based on the credit she received on her account. The resident terminated the lease early and paid the full lease

termination fee equal to two times rent in the amount of $2,500.00 which was

paid to the landlord on 8/11/2015. The resident also paid prorated rent from

8/1-8/7/2015 as they terminated as of 8/7/2015. Upon taking possession of the home from the resident, there was a very strong marijuana smell in the home. The home could not be listed in that condition and this was discussed in length with the owner. The cleaning company had to order special chemicals to remove the residue from the walls and the smell from the home. It was not in the owner’s best interest to list the home until the cleaning took place. The marketing ads were made live on 8/28/2015. SGI’s leasing agent

contacted the owner on 8/31/2015 with a list of additional items that she

recommended to get the home rent-ready. On 9/2, SGI had a showing with a

potential resident. The prospect had a list of items that they wanted to gain

approval on for repair prior to submitting an application. Owner received an

estimate from a vendor for these items on 9/16/2015 and owner responded via

email on 9/16 stating, “Go ahead with the work, I know you will send the bill

to tenant. For now, use my account.” On 9/17/2015, SGI sent a bid from a

landscaper in the amount of $240 to remove weeds from the yard. The owner

responded on 9/17 stating, “OK, please get it done then, thanks.” SGI provided notice to the owner on 10/23/2015 regarding termination of management due to the condition of the home and lack of payment from all approved repairs. On 10/23/2015 SGI provided the owner with the lockbox code to obtain possession right away. The only key that SGI had was in the lockbox which the owner removed directly. The remotes were never returned from the resident and they were informed that they’d be responsible for the cost of replacement, which they understood. On 10/30/2015, SGI informed the owner that we would send new remotes to them directly to avoid any further delay in retrieving remotes. On 10/30/2015, the owner replied in an email, “That’s alright, I’d rather no replacement, too much work for me, has to go shopping, re program the RC, etc.” Remotes were not sent as the owner did not want them. Full possession was in fact transferred to the owner on 10/23 when the owner retrieved the key from the lockbox. (#3 and #5 from owner are both regarding keys and remotes)The total amount due from the owner for all approved work as well as normal operating expenses (utilities, HOA dues) came to: $1,598.48. SGI contacted the owner on 10/15 for payment. Owner asked for repair bills to be emailed over, which SGI did on 10/15/15. A total of four invoices (one utility bill and three repair invoices) were attached to the email and sent over. All invoices were dated clearly. The owner responded on 10/23/2015 disputing the charges that they had already approved when the potential resident asked for additional items in the home as well as the landscape clean up to avoid HOA fines. All approvals were received in writing from the owner. Per the management contract, the owner is responsible for any and all expenses related to the home for maintenance and repair. SGI never stated that we’d cover any expense on the owner’s behalf. SGI only paid the utility invoice and the

one repair invoice which was deducted from the security deposit and credited to

the owner. The other invoices were not paid directly from SGI. The amount owed

to SGI currently is $610.07 for unpaid invoices plus fees for collection. Per

the contract, “All labor and contractors shall be deemed sub-contractors of the

owner and not the Broker unless otherwise agreed in writing…” The vendors had a

right to contact the owner directly for payment as they are contractors of the owner

directly. SGI attempted to collect the balance from

the owner directly on 10/15/15, 10/21/2015, 10/23/2015, 10/26/2015 to avoid any

further action for payment owed. In reference to the owner’s claim stating “SGI

admits its mistake for not holding the security deposit” the owner took an

email from SGI out of context. On 10/26/2015, the owner asked SGI if we had any

success in attempting to collect more money from the previous resident based on

the items the potential resident requested, as some items were damaged items

and that the previous resident should in fact pay for. The owner states in her

email “I am afraid that if I pay this [to you], I will never get paid back for

this.” In response, SGI did agree to attempt to collect further payment from

the resident, however it was a risk of being a landlord that a resident may not

pay. Further action can however be taken for an outstanding balance that is in

fact owed.

Consumer

Response:

The dispute will not be resolved until SGI answered my questions in previous complain, let's re-iterate using SGI reply:1) As SGI admitted, in the move out inspecition on 8/10/2015, it clearly indicates: strong smell to be cleaned, remote control missing, and 28 items to be fixed.2) Yet it still refunded $529.62 to the tenant on 8/26/2015. During this 15 days, it had not done any repair, or even estimation, on the listed work.3) Even with repeated request, SGI still refused to provide any information about how it calculated the refund. 4) And SGI only performed the cleaning and interior fix for $525 (listed in inspection ) on 9/8/2015, 10 days after refund.5) The weed removal for $240(also mentioned in inspection ) was requested on 9/16/2015, one month later.6) SGI is missing one invoice of 3 total it claimed.7) As SGI admitted on 10/24/15, it's going to after the garage door remote control or seeking monetary compensation. Though it knew the missing on 8/10/2015. 1) SGI claimed "The only key that SGI had was in the lockbox which the owner removed directly." That is not true, in its own report "two home keys returned by tenant", my husband took one on 10/24/15, SGI took away the other one with lockbox on 10/26/2015. The rep declined my husband's offer to go to SGI office to get it. Ends up we have to replace to lock with our own cost $238.27. 2) From SGI reply to my complain, it knew it should NOT refund $529.62 by totally ignoring the inspection report.as it said "attempting to collect more money from the previous resident based on the items the potential resident requested, as some items were damaged items and that the previous resident should in fact pay for." Still SGI refused to tell us how much it's aftering.As another complain, I'm totally unhappy about the lack of attention to the property, from 8/7/2015 move out to 9/8/2015 the first invoiced work paid by security deposit.

Business

Response:

To Whom It May Concern:Please see previous response to owner’s first message.1. Previously addressed. As SGI pointed out, not all items on the report were resident damage and were the owner’s responsibility.2. Previously addressed. As SGI pointed out, not all items on the report were resident damage and were the owner’sresponsibility.3. Previously addressed, “Not all items during a move out can be charged back to a resident, as per the landlord tenant act, only damages from the resident can be charged to the security deposit. Per Arizona law, a landlord has 14 business days to handle the security deposit disbursement. The letter and refund to the resident was sent out on 8/26/2015. The resident was charged for damages/cleaning and the refund totaled $529.62. The owner received the deduction amount of $525 on 9/10/2015. The owner was fully aware of the amount deducted based on the credit she received on her account.”4. Previously addressed, “The cleaning company had to order special chemicals to remove the residue from the walls and the smell from the home.” SGI has no control over the vendor’s schedule or chemicals that were on order.5. The weed removal was not a resident charge as it was not excessive upon move out. The owner was responsible forweeding after move out and did not provide approval until 9/17.6. Previously addressed. All four invoices were sent to owner. SGI has email backup proving all invoices were sent. There was one utility invoice and three repair invoices, which totals four invoices overall.7. Previously addressed. SGI was going to provide a new remote to the owner but the owner refused it.8. (Numbered as second #1 in owner’s message) SGI removed our empty lockbox from the property as the owner removed the key himself on 10/24/2015, the day after close-out. This was in fact the only key SGI had at the time, however a key was previously mailed to the owner’s home address after resident move-out.9. (Numbered as second #2 in owner’s message) Previously addressed in first response. As SGI pointed out, not all items on the report were resident damage and were the owner’s responsibility.Please see previous response to owner’s first message as all items were addressed. The balance due from the owner was sent to collections due to failure to pay per the contractual agreement. The amount owed to SGI currently is $610.07 for unpaid invoices plus fees for collection. The owner also owes additional monies to separate vendors that were not paid by SGI and must be paid by the owner directly to avoid the vendors taking further action. Payment is due immediately to close this out.PORTION OF PREVIOUS RESPONSE SUBMITTED DECEMBER 11, 2015:Not all items during a move out can be charged back to a resident, as per the landlord tenant act, only damages from the resident can be charged to the security deposit. Per Arizona law, a landlord has 14 business days to handle the security deposit disbursement. The letter and refund to the resident was sent out on 8/26/2015. The resident was charged for damages/cleaning and the refund totaled $529.62. The owner received the deduction amount of $525 on 9/10/2015. The owner was fully aware of the amount deducted based on the credit she received on her account.Upon taking possession of the home from the resident, there was a very strong marijuana smell in the home. The home could not be listed in that condition and this was discussed in length with the owner. The cleaning company had to order special chemicals to remove the residue from the walls and the smell from the home. It was not in the owner’s best interest to list the home until the cleaning took place.On 9/17/2015, SGI sent a bid from a landscaper in the amount of $240 to remove weeds from the yard. The owner responded on 9/17 stating, “OK, please get it done then, thanks.”SGI provided notice to the owner on 10/23/2015 regarding termination of management due to the condition of the home and lack of payment from all approved repairs. On 10/23/2015 SGI provided the owner with the lockbox code to obtain possession right away. The only key that SGI had was in the lockbox which the owner removed directly. The remotes were never returned from the resident and they were informed that they’d be responsible for the cost of replacement, which they understood. On 10/30/2015, SGI informed the owner that we would send new remotes to them directly to avoid any further delay in retrieving remotes. On 10/30/2015, the owner replied in an email, “That’s alright, I’d rather no replacement, too much work for me, has to go shopping, re program the RC, etc.” Remotes were not sent as the owner did not want them. Full possession was in fact transferred to the owner on 10/23 when the owner retrieved the key from the lockbox. (#3 and #5 from owner are both regarding keys and remotes) The total amount due from the owner for all approved work as well as normal operating expenses (utilities, HOA dues) came to:$1,598.48. SGI contacted the owner on 10/15 for payment. Owner asked for repair bills to be emailed over, which SGI did on 10/15/15. A total of four invoices (one utility bill and three repair invoices) were attached to the email and sent over. All invoices were dated clearly. The owner responded on 10/23/2015 disputing the charges that they had already approved when the potential resident asked for additional items in the home as well as the landscape clean up to avoid HOA fines. All approvals were received in writing from the owner. Per the management contract, the owner is responsible for any and all expenses related to the home for maintenance and repair. SGI never stated that we’d cover any expense on the owner’s behalf.SGI only paid the utility invoice and the one repair invoice which was deducted from the security deposit and credited to the owner. The other invoices were not paid directly from SGI. The amount owed to SGI currently is $610.07 for unpaid invoices plus fees for collection. Per the contract, “All labor and contractors shall be deemed sub-contractors of the owner and not the Broker unless otherwise agreed in writing…” The vendors had a right to contact the owner directly for payment as they are contractors of the owner directly.

Review: We submitted our repair request to fix our garage door on 2/4/14. It is now 3/17/14 and the repair has not even been begun. The vendor has not been contacted to begin the repair (estimate only) and SGI will not email me their authorization on exactly what repair has been approved so I can schedule the repair myself. The vendor came out to inspect and provide an estimate, at which time they assessed that the garage door spring was broken but the entire garage door needed to be replaced. I conveyed that info to SGI and have not heard back. When I contacted them via phone, the property manager [redacted] would only allude to "the repair" and refused to specify in writing what was authorized to be replaced - the spring or the entire door. I requested that she send that information in writing and she has not yet sent it.Desired Settlement: Get the vendor out to repair the door ASAP.

Business

Response:

SGI, operating within the limits set forth within the property management agreement between SGI and the property owner, is waiting on vendor information from the property owner. The property owner has exercised their right to use a vendor of their choice. SGI has provided an estimate from a third party vendor that SGI has an established relationship with, and the property owner has now chosen to utilize their vendor. When that information is made available to us, it will expeditiously be made available to the resident.

Review: During the span from 10/2012 until 11/2013 me and my family rented a home

from Saving Grace Investments. Upon move in inspection, the house was

in a state of uncleanliness throughout the house. Twice during our

lease at this home our house was broken into. It was at time of 2nd

house burglary that the arcadia glass door was completely broken. My

wife, and 4 children had to wait an entire week after several attempts

to have the door replaced. During the waiting period, the only

fix provided was 2 pieces of plywood nailed to the wall. During

the lease as well, owner and property management failed to approve

fixing as requested via work maintance request a broken kitchen

drawer, as well as 1 bathroom door [redacted] and 1 bedroom door [redacted] Kitchen drawer broke upon regular use and both door knobs fell apart

off the doors. Upon inspection of the door knobs, they didn't have

matching screws. Upon move out, we were charged $145 dollars as a

result of these repairs and $50 cleaning fee. These fees were

automatically deducted from our security deposit which resulted in

us only receiving 74% of our security deposit. After several

attempts to resolve the remaining secuirty deposit with property

manager [redacted], she informed us 6 days after informing

her of the missing security deposit funds, that Saving Grace

Investments would not be willing to give full refund of secuity

deposit. [redacted] stated that these repairs were our responsibility

due to the repairs needed were not listed upon our move in

inspection. Both my wife and I explained to [redacted] that these needed

repairs arose during our lease and not during the move in inspection.

[redacted]s reiterated that the remaining portion of the security

deposit would not be refundable. All documentation of above

incidents have been saved and are available for review. We are

extremely disappointed with how [redacted] and Saving Grace

Investments have treated and responded to this issue and

wouldn't recommend anyone using this company for any sort

of real estate or for that matter business matters.Desired Settlement: 100% refund.

Business

Response:

The initial maintenance request for the knobs was placed on 10/14/13 which was one week short of a year in the property. The owner did decline the repair at that time because there was no indication (based off your move in inspection report and maintenance requests) that the knobs had been an issue until that point. After being reviewed by our field inspector at your move out, they reported the damages appeared to be due to neglect rather than normal wear and tear. Unfortunately at this time we are unable to provide an additional refund of your security deposit based off of this information and timeline. If you have any questions feel free to contact me.

Consumer

Response:

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. It was impossible for us to predict the door knobs and kitchen drawer would fall apart at the time of move in. Upon attempting to put the door knobs back together it was not possible due to mismatching screws. The kitchen drawer as well. Regardless of the timing of the maintence request we followed the proper procedures during the lease agreement and the owner and saving grace investments declined to fix the problems with no further explanation and now after following proper procedures of intent to vacate notice and move out procedures saving grace investments have unfairly charged us and deducted from our security deposit and kept $195 for these repairs of which $50 is for addoitional cleaning for the master bedroom bathroom which my wife left in a cleaner state than original move in.Best regards,[redacted]

Business

Response:

SGI will offer a $50 credit as good gesture. The property owner was the recipient of the portion of the security deposit withheld for repairs / cleaning and not SGI.

Horrid! Endless repairs including back door not opening, broken A/C unit for several days twice (gave us a credit of 2 days in a hotel when it was 10 days total without A/C, instructed to contact our attorney for further service). Leaks in Master Shower/Tub, running/Spraying/Continuous water leak on exterior of home that neighbor had to report being that I was out of town, a broken garage door that fell to the ground and has had previous work on it, trapping my vehicle inside, a broken garage door opener, pool pop ups that were broken because of pool deck peeling and they refused to fix so everytime the wind would blow or it would rain, it ended up in the pool. Most recent is by law, a lease is terminated when there is an issue of domestic violence. A restraining order was filed, I was let out of the lease, but SGI illegally continued lease with perpetrator and is giving him my deposit, rewarding him and tells me my Attorney needs to contact their Attorney and will not speak with me any further. I have proof of repairs, proof of refusals to repair, proof of all the allegations

Review: Saving Grace Investments has failed to provide an itemized list of charges for the deposit and lacks proper photo documentation. I have reached out to the owner [redacted] on multiple occasions and he said that there was nothing that I could do and they were keeping the deposit.

lived in a a rental they managed , they never fixed one thing that was reported , home had mold and tics upon move in . no help , everything was tenants fault. stay away from renting from these people , and although I took photos upon move in , at move out they wouldn't return my deposit for things that were even notated in lease ..

We are clients of Saving Grace Investments and are very pleased with them. [redacted] is always very friendly on the phone which is a good impression of the company. Infact we think everyone has been over the top and we couldn't be more happy. I could go on and on but need to go. Thanks Saving Grace you sure are our 'Saving Grace for sure.'

[redacted] and [redacted]

We are property owners that used their service for 2yrs & was dissatisfied with their placement of last tenant. Tenant was vetted & given a move in date without our knowledge. We were not given any info on prospective client or final approval. We were informed that they have total control & approval without our input. Never was our agreement. Had basic knowledge of previous tenant so don't know when they decided that they had 100% control. Respondents very rude & stubborn & unprofessional. Therefore we fired them & they charged us a big bill for placement of client that we did not use.