ComplaintsforReal Property Management Gold

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a rental application on 4/28 for a property on **** ****** Drive and was told that my application was approved. I did not hear anything for several days then when I reached out to ***************************** she then told me that the another applicant decided to move forward with the lease and that I can transfer my application to another property in which I agreed to for the property at *** ************************** in LaPlata MD. This is when all took a turn for the worst. I had an immediate move in request but all I received was a runaround. With several outreach attempts, and several messages left with the receptionist as well as direct text to the property manager, I receive no responses. I then decided to call ***************************** from my work line, and she answered only to act as if she did not remember who I was after we previously discussed the application transfer, viewing and next steps for the property. She stated to me that the owner went with another applicant based on the closer move in date. This was obviously non-sense because I had an immediate move in date. This company took my money for an application that they did not work yet lied, avoided, and did not respond to my several request for statuses. In addition, I've also reached out to **** ******** hoping to get answers. Since they did not properly work my approved application, nor did they communicate anything with me, and all human contact dissipated. I would like an apology from the very rude ***************************** for how she treated me as well as my $65 (application fee) refunded back to its original method of payment.Thank You,*******************************

  Business response

  05/23/2023

  Dear *******************************,
  
  I apologize for the negative experience you had with our property management company regarding your rental application. We value all of our applicants and strive to provide exceptional customer service throughout the application process. I understand your frustration with the lack of response and the subsequent miscommunication you encountered.
  
  First and foremost, I sincerely apologize for the delay in responding to your outreach attempts. We have experienced a high volume of applications recently on most of our properties as the rental market is very competitive, which may have caused the oversight in addressing your inquiries promptly. We screen the applications on a first come first serve basis and go with the most qualified applicant. However, I acknowledge that this is not an excuse for the lack of communication you experienced, and we are actively working to improve our response times. We strive to treat all applicants with respect and professionalism, and any kind of unprofessional behavior is not acceptable.
  
  At Real Property, we are committed to delivering a positive experience to all potential tenants. We understand that your disappointment stemmed not from the property itself but from the way you were treated during the application process. We take this matter seriously and will take steps to ensure that our team receives additional training in customer service, business etiquette, and effective communication.
  
  Once again, I sincerely apologize for the inconvenience and frustration this situation has caused you. We value your feedback and will strive to do better in the future. We have refunded the $65 application fee to the card it was charged too. If there is anything else we can do to rectify this situation or assist you in any way, please do not hesitate to let us know.
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently signed a lease with this management company. Upon moving into the home, I have been left without heat and water. The management company failed to make proper and necessary arrangements to maintain the services until being able to transition them into my name. I have been in the home since 12/31/22. I was left without heat due to the oil tank being left low by the home owner/ management team and a snow storm that occurred shortly after our move in, which left us without heat or power. The water bill was supposed to be transferred into my name per the management company and I would receive the bill to pay and maintain services. No notice was sent but the water was shut off today. I contacted the management team which is like pulling teeth to get a live person the line. They make excuses and then fail to follow up professionally to communicate their errors. They avoid taking responsibility by sending responses via text, to which you are not responding back to a live person or an email. Payment will not be provided timely as my safety, sanity, and health have not been of upmost importance to you, especially during a pandemic. The agency is ran by Caucasians who I am afraid do not care about the psych of people of color as tenants.

  Business response

  02/25/2022

  Stacey J****** replied
  From: Stacey J****** <freemindintegratedservices@************>
  Jan 25, 3:05pm
  Active
  Hi ****. I appreciate the attention and level of care you provided to the matter. The water has been turned back on and I will be sure to send over the expense discussed during our call.
  
  I will also go back and revise the review and close out the BBB complaint.
  
  Stacey R*********| LGPC, NBCC|MD Notary Public

*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. ↩