Complaints

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I shampooed and cleaned the apartment, they trying to charge me for a cleaning crew, I have pictures of what I did

  

  Business response

  05/23/2024

  I am confused with this complaint!?!? The name, address, phone number, and email address for the person who filed this complaint is not in our property management system. I checked both our current database and historical database. There are a number of individually owned Real Property Management franchises in the Dallas Ft. Worth region. I think the complaint is being filed against the wrong franchise. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a property from Real Property Management One Source from 9/1/21 to 6/21/22 (although we paid through the end of June). There were several items that were called out on the move in sheets that I provided to Glynn but when my deposit was returned I was charged for every last 1 of those items and then some. Also, in the rental agreement it states that the owner was responsible for all yard maintenance which I was also charged for including sprinkler inspections and broken sprinklers. I have proof of my claims and pictures to prove the condition of the home when we left. I want the full refund of my deposit and would like to settle this immediately. I dealt with several issues during our stay there and did not have the best experience especially when our air conditioning was out for over a week. I literally had to demand them to fix it just to get them to bring out portable air conditioners that didn't get the home under 90 degrees. I also had a 4 month old and all of my other children living there at that time. When the air conditioners were dropped off, they didn't hook them up. They also dropped off a toilet seat which I had to install myself. Granted it wasn't a big deal but they have the nerve to charge me $50 to install a new toilet seat. I have called 2 times, left 2 messages since receiving my security deposit return letter. The first message was on 7.15.22 and the second message was 7.25.22. I am due a refund of $2060 since that is what was withheld from my security deposit. If I have to go through an attorney it will be for that and the attorneys fees, court costs and my time. Clearly when you put on a letter if you have any questions or concerns, please contact us at (214) 721-0727 you should respond to your customer. Customer service is something that they strongly struggle with and making sure that they follow the appropriate laws/rules is another MAJOR issue. Furthermore, the check that I received is from 5 Star Premier Services Corp not RPMOS

  

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/08/04) */ Contact Name and Title: Glynn Crutsinger (Owner) Contact Phone: 2145481161 Contact Email: cruts@rpmonesource.com Real Property Management One Source is the Management Company representing the property owners in this matter. Below is a detailed explanation of the expense charges included in the Security Deposit Disposition letter (attached). Outdoors and Yard Maintenance: 1. Per the lease, we marked the owner as responsible for yard maintenance. We mistakenly charge the tenant $150 for backyard and $50 for front yard flower bed weeding. Agreed to refund $200. 2. Owners wanted to note that the tenant was responsible for watering the yard through 06/30/2022 (end of lease). Tenants cut off water 06/20/22. Yard not watered until owner turned water back on 10+ days later. Most of the yard browned. We could have charged the tenant for re-seeding but we disregarded it. 3. Sprinkler system didn't work. During vendor system check, 3 sprinkler heads required replacement. At least one head was damaged by the moving truck per the owner's gardener who witnessed them drive over it. After our BBB charges review, the owners agree to refund $175 for sprinkler servicing and $75 for 3 sprinkler heads. 4. The owners install brand new flowerbed solar lights before move in. 3 were broken. After our BBB charges review, the owners agree to refund $50. 5. West side backyard fence gate had 3 broken or missing wooden fence slats. We chose not to charge for a color match with the rest of the fence. $30 charge. 6. Re-install 1 gutter downspout bottom 90-degree elbow. $10 charge. Light bulbs: Even though Section 17.A.4 of the tenant's lease, says tenant is responsible for replacing light bulbs, the owners have agreed to refund $20. We had 2 rooms with 2 burned out or missing light bulbs. Painting: Per the "normal wear and tear" guidelines, we only select certain walls to paint. I am guessing the tenant is painting 10-15% of the wall sqft. It is difficult to spot paint an area of wall without seeing noticeable spots where new paint was applied. Walls with excessive wear or scratches must get spackled to fill the scratches, holes, dents, and/or dings and then painted over. Painted walls: office (1 wall $75), breakfast room (2 walls $150), bathroom 3 (1 wall $50), master bedroom (1 wall $125), bedroom 1 (curtain rod hole repair and paint $40), utility room (1 wall $50 + mounting wall repair $20), and living room (2 spots touch up paint $20). After our BBB charges review, the owners agree to refund $50 for Bedroom 2 they listed dings in the baseboard, $100 for 3 Bedroom 3 walls with scuff marks (owner is splitting the $200 expense and taking $100 of it), $75 for formal dining room, and $75 for Hallway. Refund $300. 5-day move in form regarding painting. We disregarded: Living room base boards minor scuff marks, Any base board painting in the evaluation, Dining room wall hanging bumps, Kitchen island and woodwork imperfections, Kitchen cabinet drawers, Master bathroom walls, Master bathroom door, Bedroom 3 doors, Bedroom 2 and 4 altogether, Bathroom 1 & 2 altogether. Flooring: The master bedroom had several scratches we cost effectively repaired with colored matching markers. The living room had one deep, large 3-4 ft-long scratch. After our BBB charges review, the owners agree to only charged $50 for the deep scratch and refund the $20. Cabinet doors: Almost all cabinet doors needed work tightening the hinges as well as alinement adjustments. Cabinets we addressed were in bathroom 1 ($10), kitchen ($50), and bathroom 3 ($10). This would make a total of $70 at the tenant's expense. We inadvertently charged them $20 for the master bathroom cabinets and we agree to refund that amount. Miscellaneous work: Master bedroom closet had a couple closet clothes rods and support brackets reinstalled. Charged $100 for materials and labor. Tenants replaced Master bedroom doorknob with locking doorknob. Charged $50 for matching doorknob replacement. In parts of the house, there were areas that appeared to have never been cleaned. The return air grill was coated with a large amount of dust and the HVAC filter was very dirty. After our BBB charges review, the owners agree to refund $10. It appeared the tenants made no attempt to clean the kitchen appliances (refrigerator, oven, and microwave). Owner must pay additional funds for cleaning crew to clean these appliances. After our BBB charges review, the owners agree to refund $150. The breakfast room back door had several children's fingerprints, that we felt could be cleaned off instead painting the whole door. Charged $20. After our BBB charges review, the owners agree to refund the following: Master bedroom window blind topper $10 Master bathroom tub stopper $10 Stairway smoke alarm $10 Air conditioning: Even though the HVAC breakdown is not included on the BBB complaint, the owners wanted me to address the tenant's comments. Originally, our maintenance team called a RPM HVAC vendor. This company located a coil leak in the unit. By this time, we have already burned about 2 or 3 days with poor air conditioning. We talked with the owners, and they wanted to buy (3) portable HVAC units as a temporary cooling solution. RPM picked up the units from Home Depot and delivered them to the tenant's front porch. I could hear people/kids inside the house but they didn't open the door, so I left the units on the front porch. Not answering the door is common practice with this family. The parents would be at work or gone and when the kids got home from school, they were instructed to not answer the door. If we were let in, we could have installed the units. We let the tenants keep the portables for about a week after the HVAC unit was fixed to ensure the HVAC unit truly was fixed. We didn't have any new complaints. Toilet seat: We delivered a new toilet seat per the request of the tenant along with the portable units and we would have also installed the seat, but we were not given permission to enter the house. The tenant said in their BBB complaint, and they simply installed the toilet seat on their own... problem solved. During the move out evaluation, we found another toilet seat cracked and we charged them $50 for material and labor to install the new seat. Communication: RPM realizes that we were not doing a very good job communicating with clients during the past couple of months. It is not a good excuse, but my wife who is also RPM's Operation Manager was in and out of the hospital a couple of times over the past few months. The most recent hospital stay was after the tenants moved out. When the wife was finally released from the hospital, we ended up having to go to several doctor's appointments each day/week. She is currently going through daily kidney dialysis at home in an effort to get a kidney transplant. We are making attempts too improve the communications but in this case, once I received the BBB notification, I chose to reply to the tenant's BBB complaint so we can use you to help arbitrate a quick closure instead of with the tenant. Company name: Real Property Management One Source is registered with the state of Texas as 5-Star Premier Services Corp. with a DBA as Real Property Management One Source. Company checks do have 5-Star Premier Services on them. That is why the tenant is confused. Consumer Response /* (3000, 8, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with the resolution RPM One Source has determined. I am still being charged for several items that were addressed on the original move in sheet. I will also not pay for damages that were done by people that the owner hired to maintain the outside of the property. I was asked to do a walk through on the house 1 full month before our lease was even over at 10pm (I was on the east coast at the time and it shows for central time) at night because Glynn couldn't remember that the lease was extended for another month. I also have a text conversation with Glynn that shows the lack of customer service and understanding in regards to a rent payment notification I received for the month of July when we already moved out and paid our final month in June. I spoke with Glynn about turning over the keys and also around about the date we were leaving. He stated to leave the key some where and take a picture. We left the key, took a picture and sent it to Glynn on 6.21.22. I had advised Glynn on 6.20.22 that we would be moved out completely by Wednesday in order to give time for utilities transfer, which apparently was not communicated to whomever was responsible for them at which time we no longer occupied the premises. Furthermore, I also asked Glynn if there was anything special I needed to do or if there was something that most tenants forget about that I need to remember for my deposit refund. He stated "no, you are very clean people and you should have no issues." I believe that all of this steams from a text conversation about the rent payment reminder that I received at the end of June and that Glynn is **** bent on making sure I pay for a clear misunderstanding. I will be seeking legal action if this is not resolved at this point. Attached are my comments in response to the "modified" list from RPM One Source and the text communications in regards to the rent payment. Additionally, the ac repair that I was referring to is included in the text as well. According to Glynn, the owner decided to buy a home warranty for the property and did not communicate this with him. We went from March 29th (Tuesday) till the following Wednesday April 6th to get the AC repaired after reaching out again. They sent an AC repairman to the home on March 29th who just came to give a quote and did not even respond until I called since they ignored my text which you can see in the attached. Business Response /* (4000, 10, 2022/08/18) */ The owner and my company both feel that we have been more than accommodating to the original tenant's appeal. We agreed to over 70% of the security deposit funds to be returned ($2390 of the $3400 security deposit). The tenant's rebuttal does not mention or list which items from their move-in form have not been addressed. The tenant claims that they will not pay for damages made by the owner's vendor that was hired to maintain the outside of the house. Once again, what damages are we talking about? Without these details and some kind of reasoning as to why they should not be charged to the tenant, we are sticking with our previous offer. Consumer Response /* (4200, 12, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) All items were addressed again on the itemized document that was submitted. It has been attached again for review. If these items are not rectified I will be taking legal action. I will not pay for damages that I did not cause and damages that were notated on the move in sheets. Regardless if you are agreeing to refund "70%" or not, a majority of the items that I was charged for are the items that were on the move in sheet or items I was not responsible for in the first place.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩