ComplaintsforR. Fralin & Associates, Inc.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Post moving out of our rental unit the buisness charged for regular post rental repairs (nothing major) and the fees happen to come out to the total of our deposit. Then looking at the itemized invoice from the company revealed that lightbulbs for them cost $70, when they retail for $5. Additonal charges for utilities when the unit was not occupied for the last two months of these lease. During our lease, we had multiple issues such as landscapers that they hired destroying the siding, water damge reported by tenant not addressed properly (worker sent simply painted over severe water damge that was from previous tenant that they did not disclose to us prior to renting). Throughout the two years we lived in the unit we never met a person from the company unless we pestered them for weeks and was told that their offices are closed to the public on a few occasions. We were also never informed about the neighborhoods HOA or provided with documentation about the HOA. The HOA then towed our vechicles on multiple occasions from areas not designated as "No Parking" areas. The towing company refused to disclose who had called to have our vechicles towed. On move in we were not provided with blinds (every other unit in neighborhood was) and once we contacted the company they told us that was our obligation. Many of the drains on move in were clogged from previous tenant to the point that the drains would not drain and we had to reemedy oursleves due to theiur sluggish response on maintence requests. Acted more like a college leasing company rather than a professional business. Individuals working in the same industry within the area have shared the opinion that they are not highly regarded within the area or industry. The also have multiple ****** reviews stating "good communication" which is unture in my case.

  Business response

  08/07/2024

  We have fully reviewed the move out settlement for this property. All charges for damages at move out were applied per the damage addendum, signed & agreed to in the original lease agreement. The damage addendum pages require signatures by tenant and Landlord agent to further reinforce these terms. Please see the damage addendum terms as signed & agreed to by the tenants. These pages also include itemized lists of all costs.Tenant agrees that upon vacating the Premises, Tenant will deliver up and surrender the Premises to Landlord in as good ascondition received. Tenant will reimburse Landlord for performing such work as may be necessary. Tenant will be charged per theabove itemized schedule, or for actual costs of the materials and repairs, if such actual costs are higher than the tentative scheduleestablished herein.Move out settlements are sent to all tenants on the lease with a detailed ledger and how to pay any remaining balance. We are glad to share details and evidence of any charges upon tenant request. Per the lease agreement tenants are responsible for keeping utilities in their name through the lease end date. Please see Section 7. B. on Page 4 of the lease. B. Tenant agrees to leave the utilities connected and in their name through the lease termination date (even if the Tenant vacates premises prior to the lease termination date). Utilities that are turned off by Tenant prior to this will result in any reconnection fees that the Landlord has to pay being deducted from the Tenant’s Security Deposit.Our records indicate repeated communication with multiple tenants at the property over the last year. This community is managed by an HOA responsible for landscaping, parking regulations, & parking enforcement. This HOA frequently notices all occupants of community policies. Please note the disputed amount appears to be incorrect as the balance remaining on the account is less than $1,000. R Fralin & Associates continues to make systemic improves to the tenant experience. All current and previous tenants are encouraged to reach out to us directly. Please visit us at *******************************************. Thank you, R. Fralin & Associates Property Management 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This has been an ongoing problem since we moved in on December 15, 2023. Our toilets keep clogging or backing up when there’s nothing in there and they cannot be used on a consistent basis for normal every day use. We had a plumber come out and he said that he can’t believe the way the bathroom was built. Both toilets aren’t against the wall and rock when you sit on them R.FRALIN insist that we pay for the repairs even though it’s been an ongoing problem for seven months they say because no one else is having the problem in the complex but I am I am handicapped and my mother is 88 years old and can’t be put subject to this constant disrespect and lack of interest on fixing their property it is an ongoing problem with the toilets that they Just don’t flush correctly, even if there’s nothing in them. I haven’t paid anything to date, although they are trying to charge me who are a repair in May of this year and have said I have to hire and pay a plumber now myself, they are refusing to take care of their property.

  Business response

  07/23/2024

  Maintenance requests submitted by this unit were responded to and addressed promptly. Maintenance staff, the plumbers employed for construction of the building, and a third party plumber sent from our company all determined conclusively that the toilet and underground plumbing are in proper functioning order. After repeated attempts by maintenance staff and professionals it has been determined clogs are caused by tenant misuse. No other units in this building and throughout the property have reported this issue. We will continue to maintenance this requests as necessary. It has been communicated that submissions of clogged toilets are tenant responsibility and will result in a charge back. This term may be found in the ratified lease agreement on Page 4 Section 6.CC. Tenant will be fully responsible to repair any damage, regardless of cost, caused by the negligence of the Tenant, Tenant’s guests, invitees and all others coming upon the leasedpremises at the request of or with the permission of Tenant.This tenant should continue to submit maintenance requests through our online form and use the following link to contact all departments *******************************************. Thank you, R Fralin & Associates Property Management 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have rented for almost 6 years with this company. They have broken their contract multiple Times. They told us we would have a manager on site, but that ended after the first year. We can’t use our pool because section 8 housing takes control of it and threatens anyone trying to get to the pool. I have attempted to contact them countless times and they do not respond unless it is to threaten me. I emailed them two months before my lease was set to renew for 2023/2024. I let them know I wouldn’t be resigning for a year as I would be moving June 1st of 2024. They never responded and would not answer or return my calls and messages. My lease renewed, and again I still didn’t get a call back and couldn’t get anyone to answer. So two months prior to me leaving this June I reminded them I was leaving. They told me they had chosen to ignore my calls and email and signed me up for another year. My soon to be wife is in the army and we will be moving due to her medical school duties for the United States Army. They refuse to acknowledge and are threatening to have me pay out a lease that I did not agree too and one they auto signed me up to after choosing to ignore my emails and calls. I gave proper amount of time and they are threatening me. I have moved out and want to be left alone. I can include screenshots of emails or forward them if needed.

  Business response

  06/18/2024

  R Fralin & Associates complies with all lease terms and Virginia Landlord Law. For any tenant that submits written notice a minimum of 60 days prior to lease end date the Landlord will accept the notice to vacate and terminate the lease agreement. We'd be glad to review any notice submitted in the required timeframe. Looking at the records specific to this individual, the lease term renewed on September 1, 2023 for a 12 month term. This renewal timing was consistent with automatic renewal notices sent every year of tenancy start in 2019. The automatic renewal terms of the original lease agreement can be found on Page 5 Section 23, which the tenant initialed acknowledging at time of lease ratification.  This tenant requested early vacate without penalty due to his fiancé's military orders. This tenants lease is subject to payment in full for the remainder of the lease term regardless of any decision to vacate the property early. The current lease term ends August 31, 2024. No one on R. Fralin & Associates staff conducts themselves in a threatening matter. The tenant entered into a lease agreement on September 7, 2018. The Landlord is complying with all its responsibilities within the lease terms. As we have over the years, we will continue to improve overall property conditions and our tenant experience. If you need any further information please contact us. Tenants may contact any of our departments directly by visiting *******************************************. Thank you, R. Fralin & Associates

• Initial Complaint

  03/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Have been trying to contact R. Fralin about a roommate change for over a month, have yet to receive a response, common pattern with this business.

  Business response

  04/22/2024

  We appreciate Mr. ********* reaching out, and will be happy to service any request within the lease agreement. Our customer service team has reached out repeatedly to this tenant and we're currently waiting on final steps to help complete the request. If this tenant or any other needs assistance with lease change requests or general customer service needs they can reach us at ********************************** or ###-###-####. For a full contact list tenants may go to **************** to find additional department contacts such as maintenance and billing. We will continue to follow up with Mr. ********* in order to expedite and satisfy his requests within the lease agreement. We appreciate his tenancy and look forward to serving our tenants!Thank you, R. Fralin & Associates Property Management

  Customer response

  04/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *********

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I moved out 11/30/23 and have pictures of move out, also pictures dated from move in. I also have emails from company of damages from moving in and a current video of maintenance for this company confirming results. As of today I found out that this company decided to try an keep my remaining $1000 security deposit. I owed 1 month rent but then tries to charge $2k for painting, 200 for carpet cleaning even though I had done with receipts by company, 65 for a clog sink and charged me for blinds which are tenants responsibility not companies as I had to buy all new blind when I first moved in. As a single father of 3 boys. It's wrong that this company waits almost 2 months and tries to scam money from someone in need. I requested to do a walk through at time of move and never got a response and again no letter or anything from company or proof as I have and have emailed to them. It's my deposit. Give me what is owed. I have more photos from move In and out, receipts, and emails from company on damages when we first moved in. Whole apart wasn't clean, painted, floor were wet from flood, and no keys, red marks on floors and walls, blues bed marks on walls and no blinds at all

  Business response

  02/09/2024

  Damage charges applied to the tenant account are consistent with standard move out settlement protocol. The damage addendum is included in the tenant's signed lease agreement  on pages 8-9. The tenant would have also received a vacating checklist and move out reminders at the time of submitting the written notice to vacate to the Landlord. The move in condition form and photos from move in were reviewed along with the move out photos and condition before any charges were applied. The tenant was not charged for any damages noted on the move in condition forms or of the photos provided at move in.Thank youR Fralin & Associates Property Management 

  Customer response

  02/09/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******* **** 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I entered into a lease with R. Fralin for a property at **** ****** ****, ******, **, and for a term from 7/19/2021 to 2/28/2023, and a monthly base rent of $1,599. We never violated the terms of our lease, and we had a renewal clause that stated if we wished to renew for another year or failed to notify them of our intention to move out, our lease would renew automatically and the rent would increase by no more than 3%. Despite this, they sent us a notice that detailed a new proposed rate of $2199 per month (a 37.5% increase) and cited hyper-inflation as a reason for the rent increase. Section 35 of the lease states that the lease is governed by the Virginia Residential Landlord and Tenant Act (VRLTA). Please note that Section 55.1-1204(I) of the VRLTA states that "No unilateral change in the terms of a rental agreement by a landlord or tenant shall be valid unless (i) notice of the change is given in accordance with the term of the rental agreement or as otherwise required by law, and (ii) both parties consent in writing to the change." They did not honor the terms of the lease nor the Virginia Law and we had to terminate our lease and move elsewhere because we could not afford the new rate. Upon moving out, we cleaned thoroughly and left the property in great repair. They charged us an excess of fees which our entire security deposit of $1450 failed to cover, leaving a balance of less than $100 which we could not pay at the time because we were scrambling to find new housing. They are now threatening to send the bill to collections and we are hoping they will forgive and settle these outstanding charges provided their unethical practices and violation of the Virginia Residential Landlord and Tenant Act.

  Business response

  01/23/2024

  The renewal notice sent to these tenants on or about January 13, 2023 included a termination provision with a 30 day review period. The tenants were given adequate notice and made the decision to terminate the lease agreement. The move out settlement will was processed per policy by reviewing the completed move in condition form, the move out inspection conducted by staff, and charges were applied per the damage addendum on pages 8-9 of the original lease agreement. The security deposit would have fully covered the damages owed, however there was a 10% late fee applied from the February 2023 late payment. We will resend a copy of the ledger, move out settlement, and damage addendum to these tenants. This should clearly outline the charges and we will be glad to assist with any questions. The outstanding balance is less than $50. The tenants can contact collections directed at *********************************. Thank you, R Fralin & Associates Property Management 

• Initial Complaint

  01/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a resident at the R. Fralin apartments in *****, Va for one year. The company advertises having the amenity of an on site gym area, the building that the gym is in appears to be completed, but there is still no access for residents. I have reached out to the company and employees of the company about the issue and I have not been contacted about this issue yet. The company also raised rent prices for our 2nd year, but is still not supplying the amenities they are advertising. Access to the gym area needs to be given to the residents because we are all paying for it.

  Business response

  01/23/2024

  We have opened the gym facility to all tenants. ******** tenants received an email with instructions on gym access. Any questions may be directed to *******************Thank you, R Fralin & Associates Property Management

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved out of my property with R Fralin at **** ****** ***** ** on October 27th. I have not received my security deposit back. I have tried contacting the company multiple times via phone and email with no response. Nobody answers any of the numbers that I call. You have to leave a message and then no one calls you back. We did the walkthrough move out inspection with maintence team member, who stated property was move-in ready still and I would not see any deductions on the security deposit. It has been a total of 51 days and I have not received any type of statement or notification of anything regarding the return of my deposit.

  Business response

  12/21/2023

  Ms. ****** has received her move out settlement, The office spoke to her on December 20th. The tenant copy of the move out settlement including the security deposit refund was picked at our office on December 21st, 2023. Thank you R. Fralin & Associates Property Management

  Customer response

  01/04/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** ******

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/12/2023, I emailed the maintenance department about the four month old washing machine no longer spinning. I received no response. I, again, emailed on 11/16/2023 and received an apology and that it would be added onto the schedule. On 11/17/2023, a maintenance person showed with no advanced warning. He spent no more than two minutes here and informed me that unit would require replacement. He stated that there was one in the warehouse and it would be replaced next week. I reminded him that that was Thanksgiving week and he stated it would be before that. I emailed again on 11/21/2023 asking when they would be coming. Was informed they were trying for that afternoon or in would have to be the following week after Thanksgiving. I emailed again on 11/28/2023 asking when they would be bringing the replacement. Response stated they were hoping for Wednesday or Thursday. Did not have a definitive answer. Emailed them again on 11/30/2023 indicating my discontent and received no response. On 12/1/2023, a maintenance person was in my unit (I was not present) and they pulled the washing machine out, unplugged it and left it that way. No note indicating they were present. Received email that afternoon stating they did not have a machine in stock and no ETA. If they had no machine stock, why wasn't it ordered two weeks ago? What were they plan on doing all the other times they stated they were coming if there was no machine in stock. There must be other available apartments here they can take a machine from.

  Business response

  12/21/2023

  The washer has been replaced for Mr. ****. His complaint is now satisfied and he has received credit for the delay. Per the lease agreement, when a maintenance request is submitted company staff has the right to enter any property to address the maintenance request. Thank youR. Fralin & Associates Property Management

  Customer response

  01/04/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ****

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need the eviction that is on my report removed immediately as it was settled and paid for. I have been calling and sending emails for the past several days and it has been very difficult to get a hold of anyone.

  Business response

  11/08/2023

  We have been in contact with Ms. ******* regarding her requests. The notice of satisfaction has been submitted and copies have been sent to all parties both electronically and by mail. Ms. ******* should reach out directly if she needs any further assistance. We will be glad to help in any way we can. Thank youR. Fralin & Associates 

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