ComplaintsforVP Realty Services

• Initial Complaint

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The home where I have been renting for the past 4 years is managed by VP Realty. On June 23 @ 7am my ac went out completely. It was a Sunday. I submitted a work request and did not receive a response until 1:30 by email to submit a claim. I was not called, assisted with any emergency phone numbers, window units, ect. My house was over 90 degrees by 11:00am on Sunday. I submitted the claim and heard nothing. On Monday I called and emailed again requesting portable units and had to update my own appointment with the ac company approved by the warranty to come out on Monday. They came out and said the condenser needed to be replaced. Next I hear 2 days later that the warranty denied the claim so they sent another tech out for the same results. Had to wait days to hear if the work was approved. After 7 days they fixed the ac. I was told I would be reimbursed for the window units totaling $466. I was advised by a female staff member in the office on 06/24 that 3 window units would be reimbursed due to my ac being out. I was also advised by ***** From VP Realty that these would be reimbursed. The one provided by a house in ***** off of ******* did not have all working pieces to make it function. The other location I drove that day to ***** to pick up 2 units, no one was home. I needed ac asap and it was 90 degrees in my home Sunday 06/23 and Monday 06/24. I also missed 1/2 day at work running around getting window units which should have been provided for me on Sunday, June 23rd. Now I am being advised that these were not approved by ******** which is completely unbelievable. I have had zero response to emails and text messages. I need this reimbursed now so that I can pay the correct rental rate less the window units I paid for. No response to where to bring the window units as we do not need them and they will go to the landlord once credit has been placed on my account. I love my home but an emergency ac out especially in ***** should be handled differently.

  Business response

  07/09/2024

  We can rent credit maximum update of $150- $200 for window units but we have rent credit tenant $233 and she is ok with that
  

  Matter is resolved you can close this

  Customer response

  07/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Where to begin. This company pushed us to move in 4 weeks early. After agreeing to two weeks earlier than what originally talked about, we move in to a broken **, plumbing issues, and an overgrown yard after letting them know 10 days prior to move in what needed to be fixed and taken care of if they wanted us to move in early. After taking $8k from us, they said the ** worked fine while the HV** tech said we need a whole new unit. We could not get ahold of ONE person for this emergency, leaving a 7 month old and 3 year old in an 85 house. We were forced out of the house to a hotel for unsafe conditions with still NO resolution. It has now been 3 weeks of dealing with an unstable ** unit and jumping to hotel rooms. Today alone we tried to get into contact with the property management AND the HV** technician with no response after being promised someone would be out today. They sent out a lawn guy 3 different times with no service to our overgrown lawn and weeds. Then the next guy comes and says he was only instructed to mow? Then one guys comes out and quotes us 12k for synthetic grass? What are these people doing? These people dont care about you. They negatively effect you by making your living and daily environment unlivable.. Im a registered nurse, working mother of 3 that has been leasing since 2015 - this is by far the worse experience I have ever been through. We expect compensation from all hotel stays and every day with no working air to be taken off our rent. As well as someone to come and properly cut and manage the lawn AND weeds that should have been done before moving in.

  Business response

  05/29/2024

  We are working on it, we approve our tech to replace Unit 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not completing the repairs, overcharging for the maintenance work, not responding to tenants repair request, multiple city violations.

  Business response

  05/06/2024

  Hi 
  We are working on repairs, we will get it done

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i was just charged $500.00 for damages done to fence and areas in the house and ALL of these issues were at the house when i moved in and i filed maintenance requests and nothing has been done and they were marked completed. These damages were not done by me or anyone in my family, yet i am supposed to pay for them. I will be getting an attorney involved if these things are not fixed and the $500.00 removed from my account. Called and texted but no one answers and voicemail is full. Did speak to someone today and they said they would look into it and call me back. They called me back and then said sorry wrong number, they never called back again. Rent will not be paid until these are fixed and $500.00 removed from my account.

  Business response

  05/07/2024

  HI

  We are working on it, we will  get it fixed soon

   

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented a house and the washing machine is now in disrepairit will not drain once it has run. This is an issue I am supposed to contact the landlord to get fixed, but after having submitted a maintenance request now two weeks ago, no one has come, and the landlord just closed out the maintenance request without having actually had anything fixed. When calling the provided number for the landlord (****), no one picked up, and after texting the number that which the landlord had texted me with about the issue, he has still not replied even after a week. We are paying rent nonetheless and need our washing machine fixed--it's been two weeks.

  Business response

  04/02/2024

  Good morning BBB

   

  We have received an email from you regarding a maintenance issue for the washing machine at 5421 *******. Which has been resolved.

  Also we got confirmation from the tenant on this.

  We are requesting to close this complaint.

  Let me know if you have any questions 

  --

  *************************** Assistant Maintenance Manager VP Realty Services

  
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I searched Zillow and Trulia for a rent home. I reached out to the property at **************************** **. Vp realty reached back out to me and asked me to do the application. The application was 55 dollars. I filled it out completely and emailed them a picture of my voucher. Ive been calling and texting and they are responding from several different numbers what totally different information giving me the run around. Nobody knows nothing. I asked if i could come into the office with my paperwork a lady tells me they dont have an office email it. I dont feel comfortable emailing especially after being lied to over 55 dollars. There are so many people stating the exact same thing on the BBB website. Then they had me create a profile on ***.ai and my voucher doesnt accept communication thru that website. Their scamming people for their hard earned money and personal information.

  Business response

  11/28/2023

  HI 

  We have already refunded your $55 we told you to come on week days on weekedns we are not working form the office. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I applied for a home the company VP Realty knew was off market. Soon they received our application fee and administration fee they call to advise the house is off market. They offered to refund the $55 application fee to the card used and the $150 through Zelle.I asked to please refund the fees back to the method we paid with, which was our credit card.They have not issue the refund as of today's date 08/28/2023 and have told the credit card company we was aware of their cancellation policy and the charges are valid.Yet they have sent my husband an email that they have issue the refunds but the credit card company saying they are advising the charges is valid.If it's valid why offer to refund us through a method we did not pay through?Sad the company lack integrity and do not operate with good ethical morals. *************************************

  Customer response

  09/19/2023

  The company have fully reimbursed as of 09/19/2023.  You may close the case.  Thank you for your help in helping me hold this company accountable.

  Business response

  09/20/2023

  Hi Erica 

   

  As you have received the full amount please dismiss this 

  Thank you for your help. 

  Customer response

  09/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am paying to live in a rental house with VP reality service. Their lease promises maintenance requests to be met upon seven days at the most after they have been sent. I put in a request for my broken AC unit and it's on the seventh day and ***** no one is here to fix it.It's the hottest week in the yearnot having any ac is downright dangerous to my health and my cat's health. This is UNACCEPTABLE.

  Business response

  08/28/2023

  The mentioned request was opened on 08/17 Claim # is 210908836.

  I have added each day s actions we have taken as a proeprty manager to complete the repairs asap.  The vendor was also assigned in timelt manner. But the warranty company process takes ususally 48 hours to process. So as a property manager we assigned and took the necessary actions on the same day itself. The warranty company was assigned in timely manner. After that we ***** to wait till they complete the process. we understand the seriousness of the ** repair in this Hot atmosphere. And we took the actions on the same day. So we need to wait till the warranty company repairs it and complete the process. So it was not us who did not worked on it but the warranty company took the time to repair it and they also were trying to complete it asap but due to multiple warranty repairs on ** due to this weather, It took time. Bt it has been resolved now. So we request BBB to dismiss this matter here. 

  I have metioned the details below for each days progress on this work order also i have attached the relevant documents as well

   

  Air Conditioning is not properly cooling the house.
  8/17 -
  claim # is 210908836
  8/20 - DEXTERITY HEATING & AIR has been assigned to your claim and an appointment has been scheduled for Wednesday, August 23rd, 2023 between the hours of 11:00 AM and 03:00 PM.
  **************
  8/23 - Asked tenant to let me know, Once fixed
  8/24 -I called the warranty and the change of filters is approved by the warranty the vendor should be calling you and scheduling an appointment.
  8/25 - Tech said he will go today Tech number ************
  ASked to go ***********************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My ******** moved onto the property located at *********************************************************************** in 2019. The property has been managed by different companies since then. VP Realty Services acquired the property recently. They informed us how to provide rental payments & no other communication beyond that. As our lease was about to end on May 31, 2023, we informed them that we were not extending our lease. Their agent offered to show us property managed by them in cities we were looking to relocate to. We agreed, thinking it would be an easier transition since we were already utilizing their services. We waited a ********* never heard anything from them. So we informed them, yet again, that we wanted to move. We were THEN given directions on how to complete the move out form on their website. We received a confirmation email that it was received on may 31st, the day our lease ended. The house was cleaned, the receipt was left on the counter along with the garage door ************* placed in the location chosen by them. The house was placed on the market with a lock box listed as "immediate move in" almost instantly. I inquired about our security deposit & was told we would receive a disposition letter within 30 days. After waiting over 35 days, on July 7th, I asked about the letter & was sent the letter dated on July 7th (which is outside the 30 days), via email, stating we did not pay ****** rent of $1875, Late fee for June $100, late fee $50 per day & charged for 2 days, June 5-6 for $100 & Maid/Deep Cleaning Carpet charge of $750 totaling $2825. I emailed them explaining our lease ended May 31st AND it was paid off in April. We complied with the cleaning but no one has responded explaining HOW we owe for these fees. I was allowed to revisit the ************* remained in the same condition after I left, so I can see that even THEY did not do anything to the property to ***** such charges. How can I owe if its on the market with a box & not live there? OUR LEASE ENDED!!

  Business response

  08/23/2023

  
  1213 *********** | ***** | ** 75002
  P O Box **** | ***** | ** 75013
  ************ Direct
  ********************, *******************************************
  www.vprealtyservices.com
  
  *******************             Owner, Broker, VP Realty Services
              Broker License Number: #*******
           Corporate Broker License Number: #*******
        MS ********* Science & Engineering)
  
  
  
  August 18, 2023
  Via Email copy to ***************** **********************
  CC ******************************* ***************************** 
  
  To:
  ************************ and ************************;
  
  
  Tenant Name: ************************ and ******************************************************* Address: *************************************************
  Phone: **************, **************
  Email:***************** **********************
  Re:  The response to Demand letter  regarding the Security deposit refund to the  
                            tenants for the property located at *************************************************
  Dear ***** and *********;
  Thank you for your email. I am writing this letter in response to the demand letter as discussed below, I am providing a detailed explanation with relevant documentation and respectfully submit that this matter should be dismissed.
  Background
  I had Lease executed as follows:
  Owners: VP Group
  Lease period: 02/09/2020 - 03/31/2023    
  Lease Termination Notice: 04/29/2023
  Move Out Date: 06/04/2023
  
  Security Disposition Letter:
  The disposition letter shows the deduction expenses incurred after move-out walk through
  
  
  Deposit $4,150
  Expenses
  
  Rent June 2023  $1,844
  Deep cleaning home $400
  Carpet deep cleaning $450
  Touch up paint $555
  Total deductions (expenses incurred) $3,249
  
  
  
  Amount due $901
  
  
  The owners and broker had sent a Security Disposition Letter earlier to the tenant. As per the letter, the house was left in a bad condition and uninhabitable.
  
  
  Rent June2023
  We have told the tenant that the move out date should end on month end otherwise they have to pay full rent. 
  
  
  Deep cleaning home and Carpet cleaning
  Our rental agreement stipulates that tenants are responsible for leaving the property in a clean and sanitary condition. During the move-out inspection, it was apparent that the property required a thorough deep cleaning beyond the scope of regular maintenance.
  The deep cleaning deductions have been applied to cover the costs associated with restoring the property's cleanliness
  Carpet was very dirty and it had a pee smell. We have done ozone treatment. 
  
  
  Paint
  The painting deductions have been made to cover the specific cost of restoring the property's walls, ceilings, and other painted surfaces to their original condition. 
  The total painting deductions have been the scope of work required. This ensures that the property is ready for the next tenant and continues to meet of good quality.
  
  
  Conclusion
  We have absolutely no reason to deduct expenses from the deposit. In request to the response on the demand letter we are willing to close this matter as **** Amount due and no security deposit amount will be refunded. 
  
  
  
  
  
  
  
  
  Lease Agreement:
  The lease agreement As per the lease agreement, Tenant is responsible to maintain the property in good condition and Tenant needs to move out the property in good condition. The following paragraphs are from the lease agreement. See attached
  
  
  3.4 MOVE-OUT 
  A. Move-Out Condition: When this lease ends, ****** will surrender the Property in the same condition as when received, normal wear and tear excepted. Tenants will leave the Property in a clean condition free of all trash, debris, and any personal property. Tenants may not abandon the Property.
  B. Definitions: (1) "Normal wear and tear" means deterioration that occurs without negligence, carelessness, accident, or abuse. 
  (2) "Surrender" occurs when all occupants have vacated the Property, in Landlord's reasonable judgment, and one of the following events occurs: (a) the date Tenant specifies as the move-out or termination date in a written notice to Landlord has passed; or (b) Tenant returns keys and access devices that Landlord provided to Tenant under this lease. 
  (3) "Abandonment" occurs when all of the following occur: (a) all occupants have vacated the Property, in Landlord's reasonable judgment; (b) Tenant is in breach of this lease by not timely paying rent; and (c) Landlord has delivered written notice to Tenant, by affixing it to the inside of the main entry door or if the Landlord is prevented from entering the Property by affixing it to the outside of the main entry door, stating that Landlord considers the Property abandoned, and Tenant fails to respond to the affixed notice by the time required in the notice, which will not be less than 2 days from the date the notice is affixed to the main entry door
  
  
  C. Personal Property Left After Move-Out: 
  (1) If Tenant leaves any personal property in the Property after surrendering or abandoning the Property Landlord may: (a) dispose of such personal property in the trash or a landfill; (b) give such personal property to a charitable organization; or (c) store and sell such personal property by following procedures in 54.045(b)-(e), Property Code. 
  (2) Tenant must reimburse Landlord all Landlord's reasonable costs for packing, removing, storing, and selling the personal property left in the Property after surrender or abandonment. 6 Surrender, abandonment, and eviction ends your right of possession for all purposes and gives us the immediate right to: clean up, make repairs in, and re-let the property; determine any security deposit deductions; and remove any property left behind on the property. Surrender, abandonment, and eviction affect your rights to property left on the property. Surrender, abandonment, and eviction do not affect our mitigation obligations. 
  
  
  Cleaning:
  You must thoroughly clean the property, including doors, windows, furniture, bathrooms, kitchen appliances, cabinets, patios, balconies, garages, carports, ceiling fans, and storage rooms. You must have the carpets professionally cleaned if they are damaged beyond normal wear and tear before turning over the property to VP Realty Services. If you do NOT clean adequately enough, you will be liable for reasonable cleaning charges. 
  
  
  Charges:
  You will be liable for the following charges, if applicable: unpaid rent; unpaid utilities; unreimbursed service charges; repairs or other damages, excluding ordinary wear and tear; replacement cost of our property that was in or attached to the property and is missing; unreturned keys; missing or burned-out light bulbs; removing or rekeying unauthorized security devices or alarm systems; agreed reletting charges; packing, removing, or storing property removed or stored; removing illegally parked vehicles; animal-related charges; government fees or fines against us for violation (by you, your occupant, or guest) of local ordinances relating to smoke detectors, false alarms, recycling, or other matters; late-payment and returned-check charges, plus attorneys fees, court costs, and filing fees actually paid; and other sums due under this Lease Contract. 
  
  
  
  
  Thank you,
  Most Sincerely,
  signed ****************
  *******************,
  VP Realty Services
  

  Business response

  08/23/2023

  1213 *********** | ***** | ** 75002
  P O Box **** | ***** | ** 75013
  ************ Direct
  ********************, *******************************************
  www.vprealtyservices.com
  
  *******************             Owner, Broker, VP Realty Services
              Broker License Number: #*******
           Corporate Broker License Number: #*******
        MS ********* Science & Engineering)
  
  
  
  August 18, 2023
  Via Email copy to ***************** **********************
  CC ******************************* ***************************** 
  
  To:
  ************************ and ************************;
  
  
  Tenant Name: ************************ and ******************************************************* Address: *************************************************
  Phone: **************, **************
  Email:***************** **********************
  Re:  The response to Demand letter  regarding the Security deposit refund to the  
                            tenants for the property located at *************************************************
  Dear ***** and *********;
  Thank you for your email. I am writing this letter in response to the demand letter as discussed below, I am providing a detailed explanation with relevant documentation and respectfully submit that this matter should be dismissed.
  Background
  I had Lease executed as follows:
  Owners: VP Group
  Lease period: 02/09/2020 - 03/31/2023    
  Lease Termination Notice: 04/29/2023
  Move Out Date: 06/04/2023
  
  Security Disposition Letter:
  The disposition letter shows the deduction expenses incurred after move-out walk through
  
  
  Deposit $4,150
  Expenses
  
  Rent June 2023  $1,844
  Deep cleaning home $400
  Carpet deep cleaning $450
  Touch up paint $555
  Total deductions (expenses incurred) $3,249
  
  
  
  Amount due $901
  
  
  The owners and broker had sent a Security Disposition Letter earlier to the tenant. As per the letter, the house was left in a bad condition and uninhabitable.
  
  
  Rent June2023
  We have told the tenant that the move out date should end on month end otherwise they have to pay full rent. 
  
  
  Deep cleaning home and Carpet cleaning
  Our rental agreement stipulates that tenants are responsible for leaving the property in a clean and sanitary condition. During the move-out inspection, it was apparent that the property required a thorough deep cleaning beyond the scope of regular maintenance.
  The deep cleaning deductions have been applied to cover the costs associated with restoring the property's cleanliness
  Carpet was very dirty and it had a pee smell. We have done ozone treatment. 
  
  
  Paint
  The painting deductions have been made to cover the specific cost of restoring the property's walls, ceilings, and other painted surfaces to their original condition. 
  The total painting deductions have been the scope of work required. This ensures that the property is ready for the next tenant and continues to meet of good quality.
  
  
  Conclusion
  We have absolutely no reason to deduct expenses from the deposit. In request to the response on the demand letter we are willing to close this matter as **** Amount due and no security deposit amount will be refunded. 
  
  
  
  
  
  
  
  
  Lease Agreement:
  The lease agreement As per the lease agreement, Tenant is responsible to maintain the property in good condition and Tenant needs to move out the property in good condition. The following paragraphs are from the lease agreement. See attached
  
  
  3.4 MOVE-OUT 
  A. Move-Out Condition: When this lease ends, ****** will surrender the Property in the same condition as when received, normal wear and tear excepted. Tenants will leave the Property in a clean condition free of all trash, debris, and any personal property. Tenants may not abandon the Property.
  B. Definitions: (1) "Normal wear and tear" means deterioration that occurs without negligence, carelessness, accident, or abuse. 
  (2) "Surrender" occurs when all occupants have vacated the Property, in Landlord's reasonable judgment, and one of the following events occurs: (a) the date Tenant specifies as the move-out or termination date in a written notice to Landlord has passed; or (b) Tenant returns keys and access devices that Landlord provided to Tenant under this lease. 
  (3) "Abandonment" occurs when all of the following occur: (a) all occupants have vacated the Property, in Landlord's reasonable judgment; (b) Tenant is in breach of this lease by not timely paying rent; and (c) Landlord has delivered written notice to Tenant, by affixing it to the inside of the main entry door or if the Landlord is prevented from entering the Property by affixing it to the outside of the main entry door, stating that Landlord considers the Property abandoned, and Tenant fails to respond to the affixed notice by the time required in the notice, which will not be less than 2 days from the date the notice is affixed to the main entry door
  
  
  C. Personal Property Left After Move-Out: 
  (1) If Tenant leaves any personal property in the Property after surrendering or abandoning the Property Landlord may: (a) dispose of such personal property in the trash or a landfill; (b) give such personal property to a charitable organization; or (c) store and sell such personal property by following procedures in 54.045(b)-(e), Property Code. 
  (2) Tenant must reimburse Landlord all Landlord's reasonable costs for packing, removing, storing, and selling the personal property left in the Property after surrender or abandonment. 6 Surrender, abandonment, and eviction ends your right of possession for all purposes and gives us the immediate right to: clean up, make repairs in, and re-let the property; determine any security deposit deductions; and remove any property left behind on the property. Surrender, abandonment, and eviction affect your rights to property left on the property. Surrender, abandonment, and eviction do not affect our mitigation obligations. 
  
  
  Cleaning:
  You must thoroughly clean the property, including doors, windows, furniture, bathrooms, kitchen appliances, cabinets, patios, balconies, garages, carports, ceiling fans, and storage rooms. You must have the carpets professionally cleaned if they are damaged beyond normal wear and tear before turning over the property to VP Realty Services. If you do NOT clean adequately enough, you will be liable for reasonable cleaning charges. 
  
  
  Charges:
  You will be liable for the following charges, if applicable: unpaid rent; unpaid utilities; unreimbursed service charges; repairs or other damages, excluding ordinary wear and tear; replacement cost of our property that was in or attached to the property and is missing; unreturned keys; missing or burned-out light bulbs; removing or rekeying unauthorized security devices or alarm systems; agreed reletting charges; packing, removing, or storing property removed or stored; removing illegally parked vehicles; animal-related charges; government fees or fines against us for violation (by you, your occupant, or guest) of local ordinances relating to smoke detectors, false alarms, recycling, or other matters; late-payment and returned-check charges, plus attorneys fees, court costs, and filing fees actually paid; and other sums due under this Lease Contract. 
  
  
  
  
  Thank you,
  Most Sincerely,
  signed ****************
  *******************,
  VP Realty Services
  

   

  Attachments:

  preview_of_deposit_disposition_refund_lisa_m_porter_082323.pdf

  
  

  Customer response

  08/25/2023

  I am rejecting this response because: This is not the address that was occupied by me during my lease term. I am not the person mentioned in the response and the monetary values being discussed here within are not of mines. VP Realty has given incorrect information pertaining to me and my complaint. I am requesting that this issue remain unresolved for the time being until VP Realty and their party return my full security deposit.

  Business response

  09/20/2023

  Hi *************;

   

  As owner have refund your deposit and you are agree on that to close this matter. We are waiting for that.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent an email to VP Realty Services to inquire about receiving a refund for the home that I applied for at 2021 Meadow in *********, **. I paid both application ($55) and administrative fees ($150). After applying to lease the home and paying the fees, I received a text stating that the home was no longer available. My fees and application should have never been accepted. The home should have been taken off of the market. Then they tried to send me alternative options that were not the specifications that I was looking for or in the Princeton area. This is a very misleading practice. One should not be able to apply for a home that is being leased to someone else. It should have been taken off of the market. It was a waste of time and money for me to apply.

  Customer response

  07/17/2023

  VP Realty sent me a refund today. Thank you for helping resolve this matter. 

  Business response

  07/17/2023

  Hi 

  We have already sent her money via zelle at ************
  
  

  Customer response

  07/17/2023

  I have reviewed the business response and accept this resolution. 

*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. ↩