ComplaintsforFirst Rate Property Management, Inc.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived in apartment managed by this company for a few years on ***************************************************. And I cant tell anything good about them. Since they took over to manage this property, everything went down..They are not responsible and not taking care of anything on property.We, as tenants dealing with piled up leaves on parking lot every season. Nobody clears, or taking care of ice on the pathways during winter.Draining pipes are clogged and any rain builds up an improvised lake on parking lot.Making impossible to park cars and getting safely in and out of your vehicles.And moreover turning everything on ice skating place during winter season.Weve been asking many times to fix problems and make this property livable but no one really cares about it.I just dont know why this business still has a license for *********************************************!!!Another big problem, they implemented this year new parking regulations, and handed out parking permits for tenants . These permits made of cheap plastic and keep falling off mirror of the vehicle. And every time that happens, Apex parking, which is really Apex predator hired by management disables your vehicle making you pay $150 on every occurrence. It doesnt matter if you own a parking permit and your vehicle registered and assigned parking spot, they just wont give you that $150 back. Its like they are racketeering tenants to bring some extra unearned income and splitting the profit with parking enforcement. I already ended up in $950 in damages just for parking games.My 18 years old daughter refused to come and visit me anymore because they disabled her vehicle and made her pay $150 just for parking at visitor parking. And while removing that device after payment this suction cup cracked her windshield, which cost me another $490.She says dad where should I park when I come to visit? I cant park on visitor parking because of apex predators and when I parks on the street Im getting notes on my windshield from homeowners. Threatening to remove my vehicle at my cost!!Weve got over 25 visitor parking spots on property but no one cant park in there because of these stupid changes. There is not a lot of room on the street either. This is narrow street not designed for street parking. And homeowners are mad and mean when someone parks in front of their house. Which I perfectly understand. Why in the h*** people need to park in front of their houses if there are so many parking spots available on property??This property management just created an Havoc!And nobody is taking responsibility for it. As tenants we will be taking this matter to City Authorities and will be demanding to revoke their license. If they cannot create safe living conditions for their tenants, they cant have a license..

  

  Business response

  11/08/2023

  FRPM has managed this complex for over 15 years and there has been no management change in that time frame.  

  1. Leaves- FRPM continues to work with the yard care vendor to ensure that this is being picked up on a regular basis.  Leaves fall from big trees daily and it is not realistic for a vendor to be out their daily to clean them up.  This would increase yard care cost which would also increase rent.   We will continue to work with them to ensure that it is being cleaned up according to the contract that they have with the ***. 

  2.  We are aware that the drains are an issue and we have been working with the *** to get a solid permeant solution.  Last update i had was that we were waiting for city permit and testing to come back before we move forward with a better draining system.  The *** is working diligently to get this corrected. 

  3. Parking has become an issue at apartment complexes all over the valley and that is why ***'s, and owners of these properties have been asked to implement parking enforcement.  We are following the rules of the lease that you signed, and we will take this feedback to the *** and owners to see if there is anything that we can do to make it better. 

  We are sorry that you are feeling this way but there is nothing that FRPM is doing here that is in any violation of the law or city code.  Again, we are following the lease agreement that you signed and providing services that the owner have directed us to. 

  thanks

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started renting from 1st Rate Property management in late May. I have a wooden board above my AC unit since the day Ive moved in. Since then, they have continually told me they would replace it with plexiglass as I am having a lot of bugs coming into my room, cool air going right out, & in the winter I fear it may be really cold with that draft. All the other units connected to us have plexiglass, so I assumed they would keep their word & finally come do this. I reached out to follow up on when they could do this since its now ************* have told me multiple times they WOULD, they are now refusing and saying they will compact it with foam. Which is just a temporary solution in the long run. I have many emails saying it would happen it was supposed to actually happen when they came in to fix the many things that were broken but conveniently it was not handled. The maintenance man stated someone else was going to do that I followed up with the women I was in contact with via email and she told me it WAS supposed to be done when he was here but it simply WASNT. I just want to be comfortable in my home, its a simple fix instead of having someone come out every month to replace the foam They said they would & are now saying they will now. I just want the plexiglass, nothing more. Ive been respectful but now Im running out of patience.Not to mention they just switched my roommates AC & are now wanting to replace it yet again even though it works perfectly. It seems they only care if its to their convenience.

  

  Business response

  08/14/2023

  Thank you for taking the time to let us know about this issue.  We have responded to each request of yours as outlined in your lease and per our standards.  We have gone to the owner to get approval for the plexi glass and are waiting for the go ahead from the owner.   Unfortunately, we are not able to move forward without owner approval per the mgmt. agreement that we have with the owner.   Please know we are working hard to get that for you. 

   

  thanks 

  *******

  Customer response

  08/14/2023

  This was supposed to be done already & is on a previous work order so how did you have permission two weeks ago & now all of a sudden dont? I dont understand. I sent screenshots of the emails stating it was supposed to be done.

  

  Business response

  08/29/2023

  I am sorry that you are not happy but we do not have authorization to do this until we have owner approval.  When there is a work order for something that is over the limit the owner sets then we can't move forward until we have the Ok form the owner.  Just because something was submitted does not mean that it will automatically get done.  As a management company we have to follow the management agreement that we signed with the owner.  If you would like to email me directly at *********************** so we can work together to get this resolved that would be appreciated.  

  ***************************;

  Customer response

  09/01/2023

   
  Complaint: 20452367
  
  I am rejecting this response because you guys are clearly not communicating efficiently. When I was emailing ****** about this a month ago she was also confused as to why it wasnt done. 

  The plexiglass has already been taken care of which is another example of you guys not communicating effectively. Thank you.

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

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Upon us notifying them 6+ months in advance that we would be ending our lease due to building a home, they restricted ** from having the lease taken over, and took beyond reasonable time to process any applications that were turned into them. The window closed (90 days) to have a take over, so we waited to give formal notice to vacate. We gave formal written notice 30+ days in advance as requested, as they continued to charge us showing fees and advertisement fees the entire month. I paid professional cleaners to do a turn over cleaning, provided invoice and receipts, and they still charged $200+ for a cleaning fee. I did 90% of the turnover maintenance myself, and was again charged $500 for maintenance supplies and turnover ($50 for door stops). Upon our 2 prior lease renewals, they offered a floor cleaning service for high traffic areas, or an equal credit as a thank you, we received neither. They charged us for this specific cleaning at close out. They also tried to include the utility bills I was having to cover the entire time, against me in our final bill. On top of the $1400 deposit they kept, they demanded an additional $1400+ There is nothing in the lease agreement that shows this procedure. We never broke our lease and formally closed our lease terms as noted by our 30 day notice to vacate.

  

  Business response

  04/28/2023

  This tenant also sent in a IDS dispute - which is a process where we review the final charges.  We will go through that process with them and we believe that this will be resolved.  We would like to see how that process plays out before doing double work here.

  Customer response

  05/03/2023

   
  Complaint: 19986058
  
  I am rejecting this response because: in accordance of the ***** Consumer Protection Act , the property management company had 72 hours to respond to the dispute which I formally filed with them. It has been well over that time with no response and effort to resolve the matter. 
  
  Sincerely,
  
  *************************************

  

  Business response

  05/04/2023

  We provided a IDS statement within the time the law allows that is the only requirement we have.  We don't have to respond to and demand letter if we choose not to.  Your IDS dispute was responded to yesterday in accordance with our policy that was in the lease and on the final IDS statement. You moved out early and are responsible for the terms in the singed lease agreement until the end of the lease or until someone else moves in.  The new tenant pccupied the unit on 4/21/2023.  That means you are responsible for all lease terms through 4/20/2023.  

   

  Thanks

  *****************************

  Customer response

  05/05/2023

   
  Complaint: 19986058
  
  I am rejecting this response because I am not in denial of being responsible for the lease up until the new occupancy date. I am rejecting the egregious charges that I have listed formally for you to reconsider.

  Once again:

  1) You stopped my auto payment that covers monthly rent, without any notification and are trying to charge me $190 for a late fee

  2) You charged me showing and advertising fees as if I broke the lease ($300 worth, that you since cut down to $150) - which I did not. Hence why I never withdrew any of my rent payments and continued to cover utilities, and fulfill my lease agreement obligations.

  3) The most senseless portion is that you are also charging me for utilities that I have paid in full to the city and utility companies. $420 to be exact. Where you came up with these numbers, I have no idea. I have full proof of statements showing that all utilities were paid and on time up until 4/20/23 (some extending beyond that).

  As of right now you are claiming the entire $1400 deposit and asking for an additional $1331. I have offered to cover the warranted charges such as the pro rated rent, the cleanings, and maintenance turnover. Which totals out to $1,971.21. With the initial deposit of $1,400, I am happy to pay the $571.21 difference and fulfill my lease obligation. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We did a written form like property requested, they had been sent emails with video of the leaks and mold they said it had to be in writing, after that property had been very ***** and given us lease violations, they come in and fix something and charge us they wanted to charge us for a stove when its a rental property is to replace weve had 5 property management with in 2 yrs I believe and theyre just harassing us at this point, they havent even fixed the issues the apartment has. So since we complained about them and read the reviews, they have been coming to the house taking pictures and giving us violations harassing us. Ive been there 12 hrs never had problems until this property place came in

  

  Business response

  01/23/2023

  I wanted you to be aware that we are simply following the lease agreement that you signed. When the terms of the lease are not met that is when violations come into play. 

   

  I am happy to address what you are wanting fixed or provide an update on them if you can send me a list of what is not finished. 

   

  Thanks.

  Customer response

  01/24/2023

   
  Complaint: 18869657
  
  I am rejecting this response because: This property place is trying charge us for things being fixed that havent been fixed by previous property managements, they charged us ***** for a door k*** when Tree house property had **** come replace it 
  it **** stated the door should be replaced since the wood there wouldnt hold the ****, **** Also came in replaced the wall heaters and the lights in the rooms including kitchen, took the laundry shutters out the sinks cabinets hinges were so rusted they tried nailing them back and they took them off stating it would all be replaced it never did theyre still with out the cabinet doors, we had to replace out fridge and stove because each time they were going to be replaced they switched property management when FRPM was notified stove wasnt working anymore their response was they could put one in for a used one for ******we did decline and got a used one for *****. Weve had tree house property parking permit they never have issued one. Its so much stuff this place is trying to take peoples money I read the reviews and everything said is 100 percent correct,  were not comfortable here anymore almost every day its some with with, they came in and taken pictures many times, including last week we got a email about a work order to replace a showe head not by us, when asked if we would be charged the requested a picture to see if it was at owners expense, weve been here 12 yrs and have never had issues or problems until this management took over. We dont want to pay for anything needing fixed because weve been here so long and are leaving at the end of our lease. I tried adding photos its to big some are videos. Waiting on a called for BBB to ask how I can forward pictures. 

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

  Customer response

  01/25/2023

  I would also like to attach these to my complaint, they waited 2 months to come fix the water damage because I didnt put it the portal, when I emailed *************** with ******* she didnt report it either just left it until I put it on portal. then theyve had people come and take pictures but they do nothing and when the do they want to charge us , as for the stove we had to replace it prior to this last time because the owners husband was sick and the property management in charge said we had to wait until he heard back from the owner by the time she okay it we had already bought one it was almost 2 in a half weeks when she okayd it same with the fridge. Weve have Tree house property management parking permits and just now theyre trying to enforce the lease rules on parking, I want them to leave us alone we dont want anything fixed if theyre going to charge us. 
   
  
   
   
  ---------- Forwarded message ---------
  From: *********************************** <***************************>
  Date: Tue, Aug 30, 2022 at 2:07 PM
  Subject: Re: Filters
  To: ******* <********************************************************;
   
  I understand the prices going up but we were told things would be fixed , is there some else I should be asking this to because youre not really answering what I need to know the mold issue was in December were going on September now. So if youre not the person I should be asking Im sorry and Id like to know know who to email and ask. 
   
  On Tue, Aug 30, 2022 at 2:04 PM ******* <********************************************************; ************* paying or a resident package that has others things in it besides the filter.  
   
  I am sorry that the rent keeps increasing- the market dictates those process and rents are rising all over the valley.  
   
   
   
   
   
  ****************** MPM RMP
  President
  First Rate Property Mgmt. CRMC
  

  
  

  

  Business response

  02/02/2023

  I am happy to look into all this for you.  We can't be held responsible for the items of the previous management.  All I can do know is get a list from you on what is left to fix and then go from there.  Once we get the list, we can give you an update on where we are at with everything.  I look forward to hearing from you soon so we can get this resolved. 

   

  Thanks ****..

  Customer response

  02/08/2023

   
  Complaint: 18869657
  
  I am rejecting this response because: it still isn't clear weather we will be charged for anything needing fixed,  we got charged 33 for a door k*** that fell off because when it was installed along with the door it wasn't done right  by the previous property place the door k*** is at at the house as a tenant we  don't and won't to be paying for stuff left half way taken apart or messed with by previous management. We received another notice via email, I will upload the photos , we had a junk removal sent out by the property manager, it indicated to keep stuff off side walk and keep stuff we wanted to keep on the cement, we have followed the instructions, nothing has been moved or added to either the patio or the cement part, i feel like the property manager is just looking for things to give me notices on, my plant stand has been there since October and previous to the junk removal, nothing was mentioned and it's not small that isn't noticeable, I feel harassed by this property place they are constantly at the property taking pictures, we pay our rent on time ***** every month and we try not to be there due to the notices they make up and stalk the place. I'm very uncomfortable at home now, we don't know how much more of this we can take.  So, if they could leave us alone until May that would be great, also I will be doing a review on the current property management.
  
  Sincerely,
  
  ***********************************

  Customer response

  02/09/2023

  As I mentioned in the previous email rejecting here is more stuff theyre adding that red stand Ive used for my plants its off sidewalk like they asked when junk removal came, so why are they sending me a copy of the lease when it was fine back in October ? Theyre here every day taking photos they should see thats been out there a while and just now they want to give a notice, its clear  and obvious theyre just now harassing and are trying to find things to give us violations.

  Customer response

  02/19/2023

  Ive been here 12 yrs m, weve had 5 property managements, out of the 5 only 2 have started to fix and remodel the apartment 

  Wolf Property being one they came in took blinds out and put in new windows no blinds, the outside ceiling was patched up, tore up the kitchen and living floor and replaced it along where the washer and dryer are at, Tree house property replaced the toilet and fixed tub by re cocking around the faucets but it was still leaking painted the bathroom 3 different shades of green  in the middle of that  there was a guy named **** that was doing maintenance for *********************, **** property didnt approve of that so they had a fall out and went to Tree house Property. 

  Tree house didnt approve of that and Joy had started  projects and left it the kitchen am cubby door and bathroom cubbies door werent replaced, the sliding doors were taken off but not replaced ,the wall as well were left half painted, **** did replace the lights, heaters  and the fire alarms and patched up the ceiling in the living room. 
  

  FTPM has re placed a door ****, had the bath tub area re cocked and put in floor, had the dishwasher bolted to secure it in place. 
  
  We dont want to be responsible for anything the previous management started and left due to there being change in management.  So all we want to know is will we be charged for anything fixed? Thats all we need to know we wont be renewing the lease either. We just want to be a home for the time being without out Current  property always being at the house taking pictures. Also I tried uploading the lease wont let me, Ill will attach and send in separate email. 

  

  Business response

  02/23/2023

  We will follow all legal agreements that are signed and the rules that are in those.  We also go off any documentation that was provided to us from the previous PM and use that after move out as necessary.  If there are things that you end up being charged for that you feel are wrong you will have an opportunity to dispute those at the appropriate time after move out.  We will evaluate to include talking to owner and come to a final decision.  This is a very unbiased fair process for all parties. 

   

  Thanks

  *******

  Customer response

  02/23/2023

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved in 12/2019. Dishwasher flooded kitchen just days after moving in, had to have that replaced. Microwave went out, then stove caught on fire. Not long after, the fridge went out a day after I spent 300 on groceries. All groceries requiring cold went bad, they stated it could take up to 2 weeks for my fridge to be delivered. They said if I wanted it earlier I had to go pick it up myself from the place it was ordered from. We picked up my fridge and installed it ourselves. My car was booted when I was parked in my ASSIGNED spot per my lease agreement but I was required to pay the $100 because the sticker wasn't in my window. There seems to always be an excuse for them to enter the premises. I was informed that our patios would be painted but I don't ever recall them specifying what day MINE would be done. I came home and everything from my patio was thrown in to my livingroom. My front door was locked so they laddered on to the patio and entered through my sliding glass door and used my front door to go up and down, when done they locked the front door and laddered off my porch. the paint job was terrible, The painters threatened to beat up my husband. I've received noise complaints/lease violations multiple times that happen to be after 11 (when my children and I are sleeping). I have never been approached by neighbors and First Rate refuses to tell me who is reporting, just state that they are required to give me warnings/violations. I am required to pay additional fees monthly for filters and pest control. I've never had pest control come to my apartment and I am only getting half the filters delivered that my lease states I am supposed to get. As I am running out of room for my complaints, I do have several emails supporting this documentation. I also have multiple other complains that go along with this.

  

  Business response

  07/01/2022

  It Appears that this tenants is disgruntled about issues that arose three years ago and this is the first that they are reporting this to any of us.  Per their lease they are require to inform us if maintenance has not been completed with in 3 days of reporting.  

  Painting-  Proper notices were given per their their lease-  We spoke with the vendor that completed the job and they told us that none of what they are claiming happened.  Again this is the first that we are hearing about this.  

  Parking- All tenants were informed of the parking rules to include that the permits needed to be in the window.  This is also stated in their lease.  If their permit is not visible then parking enforcement will boot it. 

  Lease violations- we follow the lease agreement that they signed and for confidentiality reasons we will not release any info on where the complaints come from.  This is also listed in the lease

  Filters- These are delivered bi- monthly  which is made clear in the resident benefit info that they are provided. We have pictures of everyone that has been delivered to their door.  

  Pest control-  This is a part of the resident benefit package that they pay for monthly and if there were to be a pest issue which is a tenant responsibility then it would be covered under this policy.  

  FRPM has followed the lease that they signed.

  Customer response

  07/01/2022

   
  Complaint: 17460160
  
  I am rejecting this response because:
  I have email documentation. This is not a disgruntled tenant over issues 3 years ago. Ive only lived there since Dec 2019. Its issues that continue to arise over the 2 yrs Ive been there. Its continuous. I do have email documentation if this is something I need to present. 
  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. ↩