Complaints

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am on a lease for renting property ***************************************************************************************. I had to come back to ******* due to health reasons. My daughter and ************************************* are still renting from Rock solid properties. I get a statement from them every month because I still have to pay rent Im still on the rental agreement for the year. I noticed that they kept charging for Pet rent. I contacted them and told them that I brought the dog back to ******* with me and there were no animals there. They said they would stop charging the $25 rental fee for a pet. then I noticed the next month they charged the pet rent fee again, and I contacted them about this matter. Now they told me that they had to inspect the house first before they would stop charging the $25 for pet Rent. now The inspection is now done and now it may they were supposed to have taken that off. it shows that theyre still charging the pet rent fee. Also, they Informed that they would be over to turn on the sprinklers to the house. They are allowed to come in if nobody was at home. The guy that came over to turn on the sprinklers just came in the door and said is anybody home. ************ truck was in the driveway showing he was home and the man didnt even knock just came right in without knocking on the door like you were supposed to. If no one answered, then he had a right to come in. But he just came in without knocking or ringing the doorbell. you do not have a right to do. Youre supposed to knock on the door and give the person a chance to come to the door you dont just walk in and ask if somebodys home. Also, when we moved in there, the neighbor next-door knew all our personal information of who was moving in there and she knew all about us. This neighbor did not have a right to have this information about us. When somebody rents a place it is between the person that is renting and the company that is representing the people renting their house.

  

  Business response

  05/20/2024

  Good morning,

  ******* has been removed off the lease agreement for this property. It is our policy to verify that animals have been removed from a rental before removing the charges. The inspection was completed on April 25, 2024, and the pet rent was removed on 4/26/2024 from the statement for May 1, 2024, and no pet rent was charged. The statement was sent on 4/25 which showed the pet rent still, because the inspection had not been completed yet. Statements are automatically sent out, and the current tenant will receive one for **** that will show no pet rent.

  We would like to note that tenants were given notice about the sprinkler turnons, and a time window to expect the vendor. If a tenant does not answer upon arrival, we do proceed with accessing the property since there are over 100 properties that have sprinkler systems and we are unable to reschedule without charging the tenant $75 for the reschedule fee. As for the vendor accessing the unit in the manner ******* described, this was not communicated to us by the tenant ***********. We expect that if there are any issues, that the tenants communicate with us at the time of the problem.  

  Finally, under no circumstance do we ever give out client or customer information. We do not even verify that a person occupies a property without the person's explicit consent. 

  We believe that this complaint has various unfounded statements due to misunderstandings by *******, and did speak with her this morning to go over all the details. If there are any other questions regarding this, please contact us directly.

  Customer response

  05/21/2024

  Complaint: 21730422
  
  I am rejecting this response because:
  
  Regards,
  I read what they wrote in response to this, and I had a talk with one of them managers. First of all the guy did not knock he walked right in saying hello is anyone home. They have a right to come in if they knock at the door and no one answers it. This guy just came in and scared ***********, who lives there on the lease with us. I do not agree with what they said about that that. As for the pet fee, the next month statement should show that they are not charging us. And also, this is the first time I was told I was off the lease. Not anyone in that office told me that I was off the lease. I am still paying rent so if Im off the lease then why do I have to pay rent? I have talked to these people several times and not once did they say anything to me about this. To end this, they need to provide me with a statement, Stating I am off the lease. Also that the communication gets better between all of us. And to see next month statement, showing that they are not charging for my dog, whos not even there anymore. Then this will end this matter.
  ***************************

  Customer response

  05/21/2024

  I read the statement made by the management company. I did not make this out of being vicious. It was more out of concern.. First of all, the man did not knock at the door he came right in. They have a right to come in after they not to make sure nobodys home. ************ truck was parked in front of the house and he did not hear anybody knocking. All we heard was somebody opening the door with the key. He confronted the person . Second every statement we have gotten has shown that they have been taking out for the fee. Never once did I get a copy nor my daughter get a copy showing that the fee was taken off. And I had talked to them three times about this. Three times I was given different Answers. First person, I talked to said that they would take it off. Second person said they had to wait for the inspection. Third time they said they would get around to taking it off. So with getting a statement, it should show that its off. And I was never told that I was taken off the lease. All the time that I talk to them several times never once did they mentioned to me that I was off the lease. Amazes me that their story keeps changing. Im still paying rent so if Im off the lease, then I want a paper stating I am off the lease. And the statements showing that the Pet Rent is taken off. Never once did I ever talk to them, nasty Nor was I disrespectful. Ive never once have I been vicious towards them. As a renter I had A right to ask questions and if we had a complaint, we have a right to let them know about it. And not have them come back like they did here. I tried to handle this with them and all I ever did was get a runaround. Even talking to this woman, I thought we had put it To fix the problems. But her answer just showed that me talking to her about these matters was not handled, right. First, I want a paper stating that I am off the lease. They said Im off the lease. I never told that nor have I received any paperwork stating that I want to see the statements starting next month showing that theyre not charging for a pet fee.. They couldve handled this matter better.

  

  Business response

  05/21/2024

  After confirming with our staff that was present for the irrigation turn on, there was both a contractor (male) and a staff member (female) present at the property. They knocked for several minutes and yelled multiple times when entering the property, after no answer was provided. *********** came downstairs after they began to turn on the irrigation system and told them he was sleeping and had not heard all their knocking. He and our staff communicated at this time and there were no issues that we were aware of. We notified tenants by email several days before the irrigation turn-ons for the season. See attached. Our email sent to tenants shared the date of turn on, the approximate timeframe, and that we would provide access (and be present) if no response was given by a tenant, or if they were unable to be present. As we understand, only *********** was home, ******* does not live in ******** and is located in ******* since April 2024.

  All of our tenants have access to their financial ledgers 24/7 where they are able to verify charges, payments, and documents. The tenant paid the base rent of $1950.00 on May 1, and would have seen that there was not an extra $25 pet rent charge when they did so. We communicated with all tenants that ******* would be removed from the lease once we completed the inspection. ******* was moved out in our system as of April 26, 2024. Please see the attached. 

  At no point has our story ever changed, and we encourage the tenant(s) to communicate to us directly if she has any further comments or questions.  ******* communicated via phone yesterday that she would be removing this complaint after our conversation. We are happy to discuss further if need be. Thank you!

   

  Customer response

  05/21/2024

  Complaint: 21730422
  
  I am rejecting this response because: I received the latest statement for Rent, and it still shows on it that the pet rent was still being charged. She said that they did not charge us then why is it on the rent statement for me? Also, I did not yell or be rude to her.. As a renter youre supposed to be able if you have a concern or complaint to be able to talk to them in an adult manner. She started jumping all over saying everything I said was a lie. The man when he came to the house did not knock on the door. He opened the door and came inside the house without making sure somebody was home. *********** was home. He thought somebody had broken into the house and the guy.. And the guy saying Im here to do the work Im maintenance. She said it never happened, but it did for *********** to start jumping out of bed and thinking someone is coming in and he didnt know who it was is a Concern. All I wanted them to do was next time make sure knock and then if no one answers go in. Also, I would like to see the statements showing that they did take off the pet Rent that has never been given or shown to us. And they did several times tell me different stories about that pet Rent. Also, she says I am no longer a tenant. Ive never heard of that.. Ive never received any Any statement or letter from them saying I am no longer a tenant. Im still paying rent. Im not a tenant anymore. I would like a paper stating that.. I did not talk to her viciously. I tried to talk to them about these matters, and I thought when we had talked earlier today that it was worked out.. But after reading her statement, the stories changed again and she said I was attacking them. They are the ones that kept changing stories about when they were going to take the pet rat off. I tried working with her on this matter, but I dont think its going to get settled. What I want is a statement showing that the rent is off. I want a statement sent to me showing that I am no longer on the lease with them. And maybe next time the maintenance people come over to maybe handle it Better wait for someone to come to the door before they let themselves in. Which that was just a miscommunication, but she blew it all out of a portion.
  
  Regards,
  
  ***************************

  

  Business response

  05/22/2024

  Good morning,

  We have provided factual details regarding this scenario in addition to speaking with the customer earlier this week to help her understand our processes. Our phone call was professional and factual, and we attempted to help ******* with timelines, details, and more. We are unsure what the previous tenant is needing us to provide at this point, as we have given all accurate and detailed information and have multiple staff members that can confirm these details. We certainly wish her the best in her new home, and would like to resolve this situation amicably. Thank you!

  -******

  Customer response

  05/23/2024

  Rock solid properties contacted me should Saying that they are going to send me the papers for everyone to sign. What I do not understand is I was never told that I was released from being a Tenant. They said they had already released me so I do not understand why they are getting All these people that they were talking about to sign anything. They already stated to you that I was no longer a tenant and they had released me. So what I am concerned is What is going on now if the papers are sending is just their company signing that I am no longer tenant than that is OK. but if its something theyre going to make me sign thing Im no longer a tenant. I will sign it. They already stated to you that I was no longer attendant there so I will wait for the paperwork to get here to see what theyre talking about, but I am just writing in concerned about, whats going on? 

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