Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pure property management, formerly resolute property management kept part of my security deposit and I belive it was not correct. I have emailed property manager several times with no response. I was charged $50 for removal of a wheel ****** and ***** even though those items were there prior to move in, which is why they were left on property. $195 for standing water from refrigerator and cleaning when I was instructed to unplug refrigerator when vacating property, that is what happens when "defrosting" freezer/refrigerator. Also in move out letter it stated "do not paint and patch walls as you will not be charged for that", I was charged $195 and $75 for walls that "needed paint". There is a $200 dollar charge that was stated as "grease on back porch", it was actually mildew which is where water does not drain properly on back porch. That is a flat in the porch not renters fault. This all totals to $715. Home was left with no damage and rent was always paid on time.

  Business response

  02/20/2025

  This is in response to the complaint filed by ****** ********* regarding the security deposit for the rental property. We understand the Resident's concerns and wish to provide a detailed explanation of the charges applied to their security deposit.
  As per our established policy, the Resident was sent an itemized list of deductions from their security deposit on 12/12/2024. This list clearly outlined the charges and the reasons for their application. We also informed the Resident of their right to dispute these charges within 15 days, and that any dispute must be accompanied by supporting evidence. Unfortunately, we did not receive any supporting evidence from the Resident within the allotted timeframe.
  We maintain meticulous records, including photographic documentation, to ensure transparency and fairness in our security deposit procedures. We have photographic evidence to support each charge applied to the Resident's security deposit.
  Here is a detailed breakdown of each disputed claim:
  $50 - Removal of Wheelbarrow/*****:
  The wheelbarrow was present and fully assembled at the commencement of the Resident's tenancy, as documented in our move-in photos. Upon move-out, the wheelbarrow was found to be broken, with the front wheel detached and unusable. Therefore, a charge for removal was applied.
  Regarding the *****, our move-in photos, as well as the Resident's self-conducted move-in report, do not indicate the presence of any ***** at the property. Therefore, we stand by the charge related to the removal of the broken wheelbarrow.
  $195 - Standing Water from Refrigerator and Cleaning:
  This charge reflects the cost of comprehensive cleaning required at the property. The cleaning was not limited to the refrigerator. It included, but was not limited to, cleaning the oven (minor residue), microwave, inside cabinets, counters, sinks, toilets (minor cleaning required), fan blades, kitchen floor, and laundry floor. Standing water was present from the refrigerator, which caused damage. Photos were taken of the condition of these items.
  $195 & $75 - Painting Walls:
  The damage to the walls exceeded normal wear and tear. The photographic evidence clearly demonstrates the extent of the damage, which necessitated painting. We have photo documentation to support this.
  $200 - Grease on Back Porch:
  The grease/oil spot was located on the concrete slab directly outside the enclosed porch area, not under a covered area. This spot was not present in our move-in photos or the Resident's self-conducted move-in report. We have photographic documentation of the grease spot at move out.

  
  We understand that disputes may arise, and we strive to resolve them fairly and transparently. In this case, we have followed our established procedures and Florida law and have provided clear documentation to support the charges applied to the Resident's security deposit.
  We are confident that our actions are justified and in accordance with the lease agreement and applicable laws. We are willing to provide the photographic evidence to the BBB upon request.
  We hope this clarifies our position.

  Sincerely,

  PURE Property Management of Florida

  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired and sign a contract with Resolute Property Management in Ocala FL to managed and find a tenant for my property located at: ***** ** ** ** *** ***** ** ****** 1) Resolute property management, are making unnecessarily repairs multiple times for an absurd amount of money with out getting an approval from me, 2) Resolute property management took personal items which I had have on my property, before I engaged on a contract with them, with out discus with me.

  Business response

  04/14/2023

  Resolute Property Management performed the necessary repairs to get Mr. ******'s property to a rent-ready condition.  RPM secured a qualified tenant, obtained a security deposit and executed a 12-month lease at the agreed upon rent amount.  After several conversations with Mr. ******, it became evident that he had certain expectations that were outside of our scope of work or management process.  RPM and Mr. ****** mutually agreed to terminate the management agreement with 30 days written notice.  We wish Mr. ****** success in the future with his rental investment.  

  Business response

  04/24/2023

  Resolute Property Management addressed a plumbing repair issue at the owner's rental property.  We were made aware of the error in sending out two separate vendors to address the issue and on 03/22 the owner was refunded $190 for the duplicate billing.  Once we realized the error, we apologized and did the right thing by issuing reimbursement back to the owner.  There's nothing else for us to do on this issue.

  The owner was made aware at the time he signed his management agreement that he would need to remove all personal belongings from the residence.  Before we marketed the property, we again asked him to remove his belongings.  The owner asked if we would place his personal property in the garage and market his property.  We did so, and let him know that he needed to have them removed before we placed a tenant.  Once we secured a tenant and prior to moving them in, we reached back out to the owner letting him know that he needed to remove his belongings from the garage.  We let him know that if he didn't remove them before the tenant move-in date then we would need to do it for him.  The owner agreed each time we spoke to him to have the items removed.  The owner failed to remove the belongings from the garage prior to the tenant moving in, so RPM removed them for him in order to present a rent-ready property to the tenant. The Property Management Agreement signed by the owner on 01/16/23 states:

  Section 1.8 OWNERS RESPONSIBILITY

  Owner agrees:

  ...2.  to remove all personal property he desires to remove from the Property and agrees to indemnify and hold Agent harmless from any and all liability, claims or losses related to Owner's personal property that may remain on the subject Property.

  RPM managed the repairs to make the property rent-ready, took marketing photos, marketed the property, screened applicants to secure a qualified tenant, fully executed a 12 month lease at the owner's desired rent amount, collected a security deposit and all funds required to move in the tenant.  RPM performed all management services necessary to get the owner's vacant property occupied.  The owner then decided to terminate his management agreement with RPM once all of the heavy lifting was complete.  

   

   

   

   

  Customer response

  04/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: 1) the plumbing issue was "fixed" and paid, done deal.. i was not supposed to gave a discount the second time,, iwas not supposed to be charge again,, and have a discount from the second charge of the same plumbing job.. 2) after my agreement with Joe, nobody communicated with me as stated on your BBB response, if you can prove that, I will accept it. I still keep all my conversations in this matter and can prove my point; if you can prove yours, then submit the evidence of your defense.
  
  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. ↩