ComplaintsforReal Property Management Last Frontier Llc

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unauthorized Bank Account Access:I recently noticed an attempt to withdraw my rent payment from a bank account that is not listed on my payment profile. This has raised significant privacy and security concerns. I would like to request clarification on this matter and ensure that my financial information is handled in a secure and lawful manner. I have reached out to the bank on file that is set up for autopay. They state you never attempted to pull funds from the account. This is an error on your accounting end and when I tried to call I was brushed off stating it was my fault. Electrical Safety Concern:For the past four days, I have been without power in the upstairs area of my residence due to a known electrical safety concern. This situation poses a significant inconvenience and safety hazard. I have previously reported this issue to your maintenance team, but there has been no estimated time of arrival for resolution. I am deeply concerned about the impact this has on my living conditions and safety.

  Business response

  11/30/2023

  As stated multiple times to the resident, our operating system does not allow us to initiate any payments on the tenants behalf.  Proof of this has been submitted to the BBB.  The tenant has twice now initiated payments with insufficient funds in their account.  Twice now we have given them the benefit of the doubt and reversed the *** fees.  The tenant continues to blame us for this issue, then pays rent late only to do the same thing the next rental due date.  All work orders have been addressed by qualified technicians in a timely manner.  This is a classic tactic of flooding the system with work orders then exaggerating the severity of the issues in order to draw attention away from the fact that they cannot meet their financial obligations.  Proof showing the timeline of work order completion has additionally been submitted to the BBB.   Real Property Management Last Frontier will not be reversing any more *** or late fees for this tenant moving forward.  We will do our job for the homeowner and continue to hold the tenant accountable for the terms of the lease.

  Customer response

  11/30/2023

   
  Complaint: 20834435
  
  I am rejecting this response because:
  I had their corporate office correct their mistake. The landlord thinks that this company is incompetent. As someone who works with code I can tell you this was not an exaggeration. The fact that she stated that I am pulling classic tactics and trying to report on my finances is even more ridiculous and shows her inability to take responsibility and her lack of integrity. If I was making this up I would not have both USAA and ****** ******************** backing my claims up. Furthermore the landlord has had nothing but issues with this company. 
  

  The NSF fee is because she refused to let me switch banks and so I had to issue a stop payment. Again all of this can be backed up. 

  Furthermore when she talks about my exaggeration with the safety violations, I had to point out exactly what was a safety violation, not to mention that there were fire hazards and she refused to respond in a timely manner.

  I have had to drag tooth and nail to get them to do anything. All I am trying to do is share my experience so she can take accountability and to warn others of potential future issues.

  Sincerely,
  
  ***************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon move out, per our lease agreement, we were supposed to have the unit professionally cleaned and have the carpets professionally cleaned and provide the receipts prior to moving out. It stated that if we chose a pre-approved professional cleaning company provided by them, and the unit subsequently required additional cleaning, they would address the issue with the cleaning company. Only if we did not use a pre-approved company, would we potentially be charged for additional cleaning. We of course decided to use their pre-approved companies in order to avoid any possibility of money being taken out of our deposit in the future. We got the unit cleaned a week prior and our carpets cleaned 3 days prior to moving out. We emailed RPM with our receipts prior to moving out. We also emailed them our move out inspection report with photos that were taken two days prior to moving out. RPM still took $1,100 of our deposit for additional cleaning that was needed because the place was 'filthy'. They would not show us their move out inspection report or photos of this supposed mess that was found. Not that it should matter anyway, seeing that if it was not cleaned properly, they would call *****. I took it upon myself to call ***** Cleaning and asked him if RPM even contacted him regarding this mess and he was absolutely stunned because he not only was not contacted, but he said he had had multiple calls in the last two months with this scenario. RPM claimed they used another cleaning company to re-clean the place instead of abiding by our contract and contacting ***** to re-do this supposed mess. We legally are owed that $1,100. They broke our lease agreement by keeping our money for cleaning.

  Business response

  12/04/2023

  We have every property professionally cleaned prior to the tenant moving in.  Therefore, we require on the lease that the property is professionally cleaned upon move out.  We provide the tenants with recommend cleaning companies that we know do a good job with the agreement that if a cleaning company we recommended does a poor job, we will address the issue with the cleaning company, not the tenant. 
  There is more to this story however in the case of this particular tenant.  They gave notice to move out effective 7/31/2023.  Tenant provided receipt of professional cleaning however the receipt shows that cleaning was done on 7/25/2023.  The property was lived in for a full six days AFTER it had been cleaned.  Our detailed move out inspection showed that the property was no longer in a clean condition when it came back to us.  Therefore, the tenant was charged for additional cleaning.
  
  The tenant agrees in the lease to return the unit in the same condition it was given to them, normal wear and tear excluded.  It was given to them in a professionally cleaned, professionally cleaned carpet, and rent ready condition.  The tenants gave us back a home in which the carpets need to be cleaned, the lawn needed mowing, there were 7 light bulbs left burned out, the counters needed wiped, sweeping, mopping, vacuuming, cleaning out of cabinets, and disposal of left behind items.
  
  Move out inspection report and cleaning receipt submitted by tenant has been provided to the BBB as proof.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Iam a current tenant with an active lease that includes hot water with Real Property Management. On 2/15/22 I return home to no hot water in my unit and limited access to cold water. I immediately submitted a maintenance request to Real Property Management property manager and left a voicemail on their emergency line. On 2/16/22 I received an email stating that hot water heater was turned off in my unit by Real Property management for repair and that maintenance working to resolve the issue. Since 2/15/22 Ive contacted RPM 13 times via phone, submitted 4 maintenance requests and 3 emails, only to informed by Real Property management that issue is still being resolved. My request for a time line on resolution has gone under answered. In spite of my number contact attempts. Failure to restore hotwater is my unit is not only a breach of lease agreement but also a violation ****** Landlord and Tenant Duties: 34.03.100. Landlord to maintain fit premises (a) The landlord shall (5) supply running water and reasonable amounts of hot water and heat at all times, insofar as energy conditions permit, except where the building that includes the dwelling unit is so constructed that heat or hot water is generated by an installation within the exclusive control of the tenant and supplied by a direct .Today is the 8th day without hot water in my unit. Real property management has not notified of resolution date or responded to my request to address their breach of my lease agreement.

  Business response

  02/23/2022

  Good Day,
  Yes, it is frustrating when there is no hot water or no water at times. It can happen as things do break.  However, Rest assured, this issue has been actively worked on.   There is part of the story you might not remember or know about so I listed them below to assist you as the repairs are finished. 
  1 The *** called the emergency line saying that your unit was flooding the garage. As part of emergency protocol we called, no answer,and entered and turned off the water until we could find a resolution outside of emergency times.  
  2 I have pulled the call log and show that you called the main phone systems. On the phone system it provides a number & an extension for the emergency line.  When you called on the 2/15 and 2/17, both times were after hours and on the main phone line,not our emergency line.   This would have avoided further delays.  It is recommended for you to have the emergency line added as a contact to your phone.   Also, if you call during our office hours,this will increase the odds of our ability to answer your call. Outside of working hours, the team is at home with family. The office hours is M-F 9-5.
  3- I also reviewed the notes and show multiple calls from the maintenance company trying to contact you. I also show they made an appointment with you, but you were not at the appointment, so they were unable to enter the property to start repairs. I highly encourage you contact the vendor and schedule appointment that you can attend to avoid further delays.  Another option is call and give permission for them to enter at any time to make repairs. The number for the maintenance team doing the work is ************.
  4- I believe right now we have a bid with the owner and awaiting for the owner to pay for the bid so the repairs can continue.  Im told we should have answers on this today.  When the funds and approval are made by the landlord, the maintenance company can call to reschedule final repairs. Youll want to be available or allow them to enter so there are no further delays. 

  Our email is *********************************************** for questions. The maintenance company email is ********************.

  Customer response

  02/23/2022

   
  Complaint: 16798094
  
  I am reject this response you have been provided written permission via all the email and maintainence request to enter my unit to restore hotwater  as noted in the various calls,emails and maintenance requested I submitted on 2/15, 2/16 and 2/18. There is no excuse for you negligence or refusal to resolve this issue in a timely manner. Rather than make excuse to justify your negligenr behaviors and business practice please focus on the fact that  you are in violation  of AS 34.03.18 of the ****** Landlord and my lease agreement. For the past eight days and with each day passing I am paying for hotwater that I am not receiving. To date you have offered no time linefor resolving this issue, compensation or resolve. I have in fact  followed up with both vendors whom have reached out to me.  I met with one have spoken with you two vendors Friday, 2/18 and another is scheduled for Friday 2/25. For how long does your management company expect me to pay for a services I am not receiving?

  
  
  Sincerely,
  
  ****** Gatesline form

  Business response

  03/08/2022

  The owner of the property did finally approve the third bid for the hot water to be fixed. 

  This vendor was able to schedule the appointment with the tenant and had the work completed. 

  Now that the work is all finished, the licencee did review the file and made recomendation to the landlord to refund/adjust the tenant's account for the time period now that it is fully known. 

  The landlord approved and the account was already updated several days ago and we show a message was sent from accounting that the online portal was updated.

  This matter has now been fully completed.

  Dear Teannt - Please login to your secure online portal to see the adjustments made.   As always, we ask that you speak with us so we can explain the full process which will allow you to not be so frustrated because in property management, things are not instant. As a property manager, we need approvals and bids from landlords and vendors in order to fix things for the tenants. Once approved and funded, things can be fixed and accounts can be adjusted. As much as we would love to provide fast check out services like Amazon, unfourtanly in property management that is not at all realistic to do. We hope that knowing the process will assist you next time. Sometimes it is a learning curve on how to get to a win-win. No worries - here are tips that you are now aware of that can improve the process. -- Such as calling the emergency line rather than after hours, knowing how to see the emails on the approvals so you can schedule directly with vendors and attend the appointments on time, also that when certain things cause inconveniences, after it is repaired it can be reviewed to determine if adjustments to the account can be made.   If you ever have questions you can email in through your online portal or the email support so we can explain the process and steps for you at anytime.

  Customer Service

  Customer response

  03/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The repair has been complete and resolved by the landlord not the management company. Iam grateful the landlord intervened to resolve the issue and make the repair.
  
  Sincerely,
  
  ***********************

*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. ↩