ComplaintsforReal Property Management Pros

• Initial Complaint

  04/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello. Real Property Management Pros will not release my Security deposit. I recently moved out in March of 2023 of renting for one year. Following all of the necessary move out procedures and steps given to me, Cleaning the property, etc, this company still gave me an itemized list of charges that are not a part of my lease/responsibilities on move out. Debris cleaning, landscaping etc, they essentially decided to make up enough charges that totaled the amount of my security deposit so I would get nothing back. I actually had a balance to pay them, and was being told I had 10 days to pay or they would report it to collections. So I had to submit a Challenge to get my deposit which I did. After weeks of going back and forth through email, they decided to revise these bogus charges, only deducting the last month of outstanding utilities, and a cost of "re attaching smoke Detector" which is a lie as well, they provided no pictures to support. The smoke detector was attached and working smh. They looked for anything to charge me for. After they decided to refund me of $2020.86 "on paper" they are still saying "we are getting with Accounting". No refund yet. I do not trust them, and I advise future renters to be cautious.

  Business response

  05/25/2023

  Real Property Management strives to make the move out process straightforward and transparent for all. We provide a check list of items that the tenant is responsible for at the end of the lease term, according to the lease agreement.
  
  We provide professional guidance to the Landlord and advise on charges that can or should be deducted from a tenants security deposit. Our recommendations are based on extensive experience with move-out inspections and security deposit dispositions However, the final decision regarding charges, rests with the Landlord. We have created the necessary process so a tenant may dispute charges and we can go back to the Landlord and work towards a resolution.
  
  In this case, we completed your move out inspection, advised the landlord on the recommended charges from your security deposit, as normal. The landlord chooses to get advice from a 3rd party, which lead to items charges against your deposit, that we would have considered to be normal wear and tear or the responsibility of the owner.
  
  The unnecessary stress this may have caused you is understandable. We appreciate that you followed the instructions for disputing the charges, which ultimately force the landlord, to change his position and the charges reversed.
  
  We would like to clarify that your security deposit is a credit authorization with ******. ****** is a 3rd party company that you applied with for our zero-security deposit option, when you were accepted for the property during your application process. ****** is basically a guaranteed line of credit in the amount of the security deposit. This allows a tenant to bypass the traditional cash deposit to lessen costly expenses, during their move. This is the option you choose, and you did not submit a cash deposit. We held a credit in the amount of your security deposit, from ******. Once the security deposit disposition has been completed, we inform ****** of any charges and they collect from the tenant. Please read your contract with ******. In your case, we informed ****** of the final settlement, after your dispute and the owners reverse decision on charges.
  
  If you have any questions, we would be happy to speak with you and walk you through the charges that were held against your deposit and what was refunded.
  
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family and I moved into this house in October 2022. There has been not stop issues with the house. Recently there was a leak from a spa bath tub. When we moved in, I noted that the jets were broken. Fast forward to now, those jets being broken, are the reason for the leak. The leak has been happening prior to us moving in, which accumulated mold. The ****** requires that landlords keep the premises in fit and habitable condition, maintaining the common areas in a clean and safe condition, keeping the utilities property working, preventing the accumulation of moisture and mold.The landlord/property management is refusing to fix the main issue which is a new bathtub. Please please help us.

• Initial Complaint

  12/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I changed tenants on my property during the month of August. During this time, I needed renovations done to the outer facade on my house. This experience was not the same as renovations to a similar portion 2 years prior. I had issues with the timing due to miscommunication with maintenance. I had issues with a payment plan due to lack of contact with accounting and was just generally dissatisfied with my experience. Notably today, as I just looked into my account, I still do not have any invoices from the contractors who completed the work or proof of what work was actually completed (pictures or the like) to this day but have been billed for all the work done.Right before Thanksgiving, I finally got ahold of management who was going help review my account and get back to me in a week's time with the information I had requested (invoiced and an audit). I had not heard back from her and on the 1st of December I gave notice due to lack of communication and transparency I was switching management companies and asked for the same information I have been asking for (invoices, an audit of my account, specifically my maintenance requests, and balance due by the December 15th). I made multiple calls to follow up on this request and never spoke to a person or received any sort of communication back. As of now, I have secured a new management company and need to close out my relationship with Real Property Management Pros to include transferring keys and my tenants deposit to my new company. I know I owe a balance; However, I have STILL not received any supporting documentation for my balance. Reviewing my account last night, I have a $150 maintenance fee in September with no idea what it refers to. Once again, I am asking for copies of the original invoices and corresponding works completed so I can settle my account. I also need immediate cooperation after that settlement to transition to my new company.

  Business response

  01/19/2023

  Thank you for your candid feedback as we are always striving to improve our client experience.  Third party vendor invoices (with the exception of warranty information) remain the property of Real Property Management Pros as our preferred vendors are contracted with our Company, not our owners directly. We provide detailed descriptions of maintenance performed on owner statements, in owner's maintenance portals and we can provide a invoice from RPM if requested. If you did not receive a Real Property Management Pros invoice, please let us know and we will get that sent over to you.  We provide estimates for all work prior to starting any project over the Maintenance Reserve amount of $350.00 that would have had to been approved prior to starting the work. The "make ready" work performed by your Property Manager, were items discovered at move out and were charged against the previous tenant's security deposit and items that you asked for to improve the property to maximize your ROI before going back on market. Other work had been underway at the same time your tenants were vacating the property which was completed by our maintenance department.  Both Move Out and Move In inspections, with pictures, are also available for your viewing in your Owner's Portal for transparency of the condition of your property and verification that all work had been completed. If you need further information or assistance with accessing this information, please contact us at Support@managementpros and we will be happy to assist you. 
  
  We do apologize that your email to terminate your management services with us was missed. We deeply regret any confusion it caused you or your current tenants. Our "Happy Client" guarantee is something our company firmly believes in honoring. Any client can give 30 day's notice to terminate their agreement with us, without penalty and with our full cooperation to make the transition as smoothly as possible. We are sorry to hear your experience with us was not satisfactory. Although you have parted ways, our door is always open if you would like to give us another opportunity to do better. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They took $275 from my security deposit in July. They did not send me documentation for the “paint stains” ($250 charge) and the lightbulb charge ($25) was waived by the property manager who told me it was not necessary to replace it even though I offered and I had put a new one in two day before. They finally sent me the paint documentation on 8/21 in resolution of my dispute for the charge. They included a copy of the move in report from 6/21 as further proof. They claimed two “experts” reviewed the dispute. However, the “review” didn’t include my formal comments to the move in report or my photos sent to the property manager. And guess what, the phots she took on 7/13/22 were the exact same marks I documented as pre-existing in 6/2021. Exact same. And the same marks that I have an email from Lydia saying that those pre-existing marks are “just cosmetic.” To add insult to Injury, on 7/14/22 they completely sanded and repainted the whole unit to get it ready for sale. The marks are pre existing, I have and have shared proof of that, they now blame the owner for not reimbursing me when in fact the problem lies at their doorstep 100%. The charges should never have been recommended to the owner, they should have done a full review before recommending the deduction and they sent the owner incomplete information. Lena waived the lightbulb change (which $25 violates the lease terms) and the paint charge should have been levied because they had the photos to prove the marks were there when I moved in. I do not accept their position of blaming the owner. This was pre existing conditions and ordinary wear and tear per the lease. I have emails w attached photos I can share and did share them w RPMP. The photos I gave Lydia in 6/2021 are the exact same areas that Amy shared w me today. I gave Amy the supporting documents today but it wasn’t until today that I found out what paint marks they were complaining about and by then they’d already decided to close the dispute.

  Business response

  08/31/2022

  The tenant had posted a similar comment on social media, so we researched the issue further and we were able to get the desired refund for the tenant as it was a pre-existing condition. 

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worst, unscrupulous I've ever dealt with in my life. We moved into ****************************** in Gainesville in June of 2020. When we moved in there were food items left in the kitchen like someone had clearly been living there. In addition the carpets were dirty, the blinds were broken and the house had not been cleaned. When we contacted the company, they did not take any action on anything. Their only response is that it was not in their contract to fix blinds. In our 2 years staying there, the hvac, washing machine, and microwave stopped working. They chose to not replace anything, but instead keep patching these items that were old in the first place. Fast forward to us moving out, they not only did not give us our security deposit back, they actually want to charge us additional fees. They charged us to have the house and carpet cleaned, and the grass mowed, even after we showed them receipts for all 3. They are charging us to replace the same blinds that were there when we moved in. They are charging us for a new washing machine. What tenants buy new appliances for the owners. They have no interest in being good property manager for tenants. We provided receipts and emails to counter their charges against us but our dispute was declined with no supporting detail. In addition, the prices they are listing to fix items in the house or exorbitant and unrealistic. Their only interests are how little they can do for tenants and how much of the security deposit they can keep. They need to be called out for their unscrupulous and unethical practices.

  Business response

  08/23/2022

  As a professional property management company, we are tasked with making sure the law is followed and being fair to all parties to the lease including both the landlord and the tenant.Determining the appropriate and lawful deductions from a tenant's security deposit is part of our responsibility. Of course, a tenant that did not get their full deposit back or was charged a fee for breaking the lease is often unhappy.
  
  It is important for everyone to understand that, as a property manager, we are only deciding whether certain financial liabilities belong to the landlord or the tenant. This is a very different situation than another company who may have received sales revenue from a customer. In our case, it is not simply a matter of our company deciding to provide a refund.  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Real Property Management Pros put me and my fiancee in a terribly stressful rental situation, proceeded to charge us monthly for their mistake, and now plans to continue charging us POST lease end date. They are unprofessional in every way and take zero responsibility for their incompetency and mistakes. They falsely advertised a condo unit as able to have (2) pets. We had to submit pictures of our pets on the rental application, and are paying pet rent to them for both pets per month. A year into our two year lease condominium building management calls to confirm we have (2) pets - they were doing an "internal audit" of their files and noticed we had (2) pets on the lease. I said yes, of course, knowing my pets were listed on the lease by name and that I was paying for them to live there. To which the manager stated "well that's a problem because condo bylaws state you can only have one pet, therefore, you need to remove one of your pets". I stated "well you can take that up with the unit property management company because as far as I'm concerned I am upholding my end of the lease". Fast forward a few weeks as we try to get this ironed out. Real Property Management Pros blamed us the renters for not knowing the one-pet condo complex bylaw, when they never presented bylaws to us at the time of signing our lease. It is a fact that they themselves did not know the bylaws and that's what got us into this situation. They then proceeded to convince us to move or get rid of the additional pet, which neither were real options at the time. So they started charging us $300 a month for breaking condo bylaws. We are trying to be done with it and get out of the lease, however they told us we would be responsible for rent until they found a new renter, but will not show or even list the property until we are 100% out of the unit. Who knows if they will even find a renter before our formal lease end date, and we will be out several thousands of dollars. This company screwed us.

  Business response

  03/30/2022

  As a professional property management company, we are tasked with making sure the law is followed and being fair to all parties to the lease including both the landlord and the tenant.
  
  The tenant violated HOA rules and were financially obligated to pay the HOA fines per the terms of the lease. We are not charging rent for post lease end date as that would be illegal, but we are charging post move out date as their lease obligation is a month and a half beyond that. We did waive the lease break fees because of the issue but they are still obligated to the rent and lease until a new renter is found.

  Customer response

  04/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The lease does include a clause to follow HOA/condo bylaws. However, Real Property Management Pros (RPMP) did not provide the bylaws prior to signing the lease and agreed to the pet addendum (including pet rent), which was not consistent with the condo bylaw regulations the entirety of the violation resulting in fines.
  
  Additionally, once building management discovered the condo bylaw violation, RPMP did not use all available actions to avoid fines or resolve the issue with building management. Under the Virginia Condominium Act (VCA), owners have the right to be heard and represented before the board, before action is taken for HOA/bylaw violations. RPMP provided no notice that a hearing was requested or took place and did not respond when we inquired whether a hearing occurred. Additionally, RPMP did not comply with the VCA when they applied more than 90 days of charges for a continuous offense to our rental account. RPMP did address the overcharge with building management and refund the overcharges, however, only once notified by us, the tenants.
  
  Lastly, the lease does not include any explicit language regarding lease break fees. The lease does detail tenants are responsible for rent for the full lease term, but RPMP has not made a significant concession from the lease details to resolve the situation caused by the pet addendum they agreed to.
  
  Regards,
  
  ******* *********

  Business response

  04/14/2022

  As a professional property management company, we are tasked with making sure the law is followed and being fair to all parties to the lease including both the landlord and the tenant.
  
  The tenant refers to our lack of knowledge of the rules,when they completed the resident registration form for the association, it clearly stated one pet and at that point they knew the rules were being circumvented in some way. Our paperwork on the tenants behalf to the association included both of their pets information, but the association did not say it was an issue until they conducted their audit after allowing the tenants occupancy. The association continued to process fines past what was legally allowed and when reminded of that, they removed any additional fines. The lease break fee was waived because of the pet issue, and we would like to offer our apologies that you had to deal with this situation through no fault of your own.I believe that we were both victims of the association governing this property.

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