ComplaintsforR. Fralin & Associates, Inc.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We moved out of our rental property adress *** ********* ** ** ***** on August 1st. We have no received notification of out security deposited nor any notifications of it being withheld. I've attempted numerous contact request via email and voice-mail which have went unanswered.

  Business response

  10/24/2023

  Our records indicate that the security deposit settlement was mailed to the forwarding address on file. We will contact the tenants directly to confirm that the forwarding address is correct and reissue the settlement. Tenants should contact ***************************** Thank you

  Customer response

  10/26/2023

  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.The company did reach 0ut to with a new email to contact and did respond to this request. That being said this said I believe this email should be made available on your websites and or other contact information so these types of issues can be resolved without extended action taken. Regards, ****** *****

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm working with a company called R. Fralin. I've tried on numerous occasions to speak to someone about getting a judgement removed from my record. It has been settled and paid in full. I spoke with someone at Roanoke County district court and they're just waiting for a notice of satisfaction. I don't know what else to do. I'm going through a divorce, and this is a judgment my ex spouse left me with. I'm trying to find a home for myself, and our three children. I cannot do that as they are delaying the process further.

  Customer response

  10/03/2023

  I've been trying to reach out to them to get the eviction judgment removed from my record. My ex spouse and I had a lease agreement together, and when we separated he stopped fulfilling the rent obligations, which caused an eviction. It has since then been paid and I cannot get in touch with the company to have this removed. I've spoken with ******* at Roanoke County general district court and she said they just need a notice of satisfaction.

  Business response

  10/16/2023

  We have been in communication with Ms. ******* regarding her concern. Her obligations have been satisfied and all relevant documentation has been submitted on her behalf. Thank youR Fralin & Associates 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a renter in a townhouse for a year and they did the end of the year move out inspection, everything was good i paid them total $1,249 for the security deposit and so they had taken money out for cleaning etc which is all fine. They called and asked me where my security deposit was to go to for what i would be getting back and asked if It were one or 2 checks and I had told them ONE check because it was me and my wife living there. They said thats fine and they took my address to send me the security when i recieved the deposit it was only for $222 when I was to be given back $444. My wife never recieved her portion of the deposit even though it was to all be on one single check like I had told them. I have called and left VM and sent emails with no response. All I want is the other part of the security deposit because Me and my wife have not recieved the other half in the amount of $222.

  Business response

  09/29/2023

  Management will contact Mr. ******* by phone and email to update him on the status of the outstanding portion of the security deposit owed to his wife as the other tenant on the lease agreement. We will be happy to reissue payment for the outstanding balance and notify the tenants accordingly. Thank you 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  There are cars blocking the community dumpsters despite clearly posted no parking signs. The trash trucks are unable to empty/ collect the garbage. Trash is overflowing from the dumpsters and onto the ground and walkways. Tenants are throwing trash against the dumpsters. The trash is blowing in the community- pests are at an all time high. It smells, it’s very unsanitary. I have contacted ****** ** over 5 times, with pictures via email. I have emailed and submitted multiple maintenance requests online- all documentation can be provided. I’ve also asked if I can call and have the vehicles towed. No response from maintenance and the leasing agent says direct concerns to maintenance This is not okay. Very unsightly and unsanitary. Please help.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  R Fralin owns multiple rental properties in the ********** ***** townhomes and continues to not provide any property management for cleaning up after his tenants. Those tenants are regularly dumping trash and furniture beside our trash bin as well as leaving trash that ends up blowing throughout the neighborhood.

  Business response

  07/27/2023

  This community is managed by an HOA who is responsible for all common areas. We will redirect this complaint to the managing HOA. Any lease violations received by the property management company will result in immediate notices issued to those tenants. We will work closely with the HOA to take any actions required to ensure our tenants are in compliance with all lease terms and HOA requirements.

  Customer response

  07/27/2023

   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.The HOA does not provide property management in this way. The services they provide are basic exterior maintenance.  They are not here to cleanup after messy tenants for your rentals.  Fralin has a responsibility to cleanup their property after their renters when they receive a complaint.  As a homeowner I have never seen the HOA do trash cleanup of the property outside of the common areas and this trash is not in the common areas (well until the wind blows it everywhere).   Regards, ***** **** 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live at the top of ******** **** in *******. R Fralin Construction/Associates owns the road. Many tenants like myself, along with our property manager, *********** ******** *********** have requested fixing of pot holes on ******** ****. There are some, including one enormous hole, in the lower section of ******** ****. There are also more at the top crossing section to the right. We have been told Fralin plans to pave the road after construction is completed. That is very unfair and uncaring to wait years before these unsafe potholes are filled. This is a safety issue at this point, as cars try to veer around them, narrowing the road that's usable, and can cause severe vehicle damage for anyone who doesn't steer around them, and could even result in possible medical issues if the largest pot hole is hit directly.

  Customer response

  07/19/2023

  I am a tenant with *********** ******** **********. We have been told that R. Fralin Construction owns ******** ****, on which we must drive to get to our white brick apartments at the top of the hill.

  Business response

  07/27/2023

  Road maintenance and any required repairs are now the responsibility of the management company, ****** ****** ***. R. Fralin Construction has completed all builds along this road and is no longer responsible for its maintenance. We have submitted this complaint to ****** ****** **** and requested the timeline for any planned repairs. Any further concerns should be directed to ****** ****** ***. 

  Customer response

  07/27/2023

  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. It is partially resolved. This sentence in their reply: "R. Fralin Construction has completed all builds along this road and is no longer responsible for its maintenance" seems to be saying they will not do a future repave of the entire road. We had been told they would repave the entire road once they finish all their builds. Is this no longer the case? Please clarify if a future repaving by R. Fralin Construction is still planned and is a separate responsibility from general road maintenance. Regards, ***** ******** 

  Business response

  08/22/2023

  Now that R. Fralin Construction has completed construction and turned all common area and road maintenance over the managing HOA, it is their responsibility to execute any required road patching or repairs. We would be happy to give you the proper contacts to inquire about their repair or repaving plans along the road in question. R. Fralin Construction is not currently responsible for road condition, road maintenance, or road repairs and has no planned work on this road. It's our understanding that the HOA intends to complete any required patching or repairs to roads in the community. To get further details on the scope of work and timeline we encourage you contact them directly for additional details. We will again be glad to provide a direct contact for you. 

  Customer response

  08/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They can provide the HOA contact information to me. Regards, ***** ********

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My air conditioner went out on Tuesday 7/4 and a maintenance request was submitted. A private contractor came on Thursday 7/6 and said he would return on Friday 7/7 to fix the AC because temperatures were supposed to climb. He never came. I have been trying to contact my landlord (R Fralin & Associates) about this but (1) their contact information is not readily available on their website, the only contact info is for potential tenants to contact them about a lease and (2) the emergency maintenance line was not answered and there was a voice message saying that if they deemed it not to be life threatening, they would not respond to the emergency maintenance request. This landlord recently raised rent "due to hyperinflation" and is impossible to contact and less than quick with urgent maintenance requests. This is not the first time and I am not the only tenant that has had issues with contacting them regarding maintenance needs (including 6 inch floods in kitchens and no hot water for 10 days).

  Business response

  07/17/2023

  This repair is complete. The initial maintenance request was submitted on July 4th. An R Fralin & Associates maintenance technician evaluated the request on July 5th. A subcontractor was contacted and evaluated the work required on July 6th. The repair required a part replacement which was approved by the office on July 7th and scheduled for July 11th. The repair was completed and the office was in direct contact with the tenant regarding updates and completion of the maintenance request. 

  Customer response

  07/19/2023

  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. Notwithstanding the forgoing, I would like to correct some misstatements made by R. Fralin in their response to this inquiry. While my air conditioning was fixed, and R. Fralin's response is now satisfactory; they were not "in direct contact" with me regarding updates. They only were in direct contact with me because I sought it out. They sent me a simple email asking me to tell them when the maintenance was complete. It was not until I began to email and call them that they communicated with me or explained to me why there was a delay in the repair. Regards, ******* ********

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company will not provide tenants or customers with a phone number to contact them. Everything has to be done through a questionnaire. I’ve been with them for one year, and I have had nothing but problems with paying rent. There is no verbal communication so all contact becomes mixed up and confusing. A very, very horrible experience.

  Business response

  07/27/2023

  The billing department has reached to this tenant directly to address any open issues he is experiencing with his account. As well as provide updated contact information for any future needs. Thank you

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our AC has been completely out for an unknown amount of time. We put in a maintenance request close to 72 hours ago. Our AC went out about 2 weeks ago we put in a request which was promptly taken care of as a temporary fix. The gentleman that came to help us was kind and helped us with a few other repairs we had asked for in March. We have returned from a week long trip on Sunday to find that we have not had air conditioning. We put in our request and had to leave the apartment because it was unbearably hot. We are not able to crack our windows because the blind's don't work in one and the other window does not shut properly if opened. We have returned to still no AC. I would also like to let you know that after asking for and never receiving a kitchen drawer that was missing when we got here, we have built our own. Your disregard for your tenants is unacceptable.

  Business response

  08/10/2023

  Please see response to complaint # ******** from ******* ***** to R. Fralin & Associates R. Fralin & Associates Maintenance received a request for HVAC in this unit July 2nd. This request was sent to the local company to schedule a service visit as soon as possible. The company evaluated the unit, it was determined that it could not be repaired and required a replacement. The replacement was approved and scheduled. Window units were installed for temporary cooling. The unit replacement was completed. R. Fralin & Associates provided updates to the tenants on the status of the replacement and followed up that the HVAC was in proper working order. Given availability of materials and labor the full replacement did take approximately 2 weeks.  

  Customer response

  08/10/2023

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this matter resolved. Regards, ******* *****

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have continuously had issues with our upstairs toilet, needing to have it fixed twice (both of which took multiple complaints). Tonight, I returned from working from 10:30am-12:30am, and the upstairs bathroom has flooded and soaked into the downstairs. Furniture is ruined and the carpet is completely soaked. As I type this, I am watching the wader spread through the drywall. R Fralin has no emergency maintenance line. I tried to contact an emergency repair company, and they claimed they could do nothing without consent from the landlord. It is currently 3:36 am on a Saturday, and the damage continues to spread. Last time we needed an emergency repair (no heat in winter), it took them four to five days to send someone (as it was a bank holiday weekend, and we filed the complaint on a friday.) We went without heat for four days, with our house remaining at 50 degrees. How long will we have to sit with this water seeping through our foundation? Until Monday? We have no way of knowing, considering they've actually closed maintenance requests of ours without fulfilling them. Companies renting out properties to tenants NEED to have an emergency contact line, especially if they're one to neglect repairs like R Fralin. All I want is for this to not happen to someone again. I should be able to contact the company owning my property and have someone here TONIGHT, but I can't. I just have to go to bed hoping nothing else gets ruined from further damages until they send someone.

  Business response

  06/29/2023

  On Monday immediately following the date of issue a maintenance staff member visited the property to evaluate the cause of the overflow and conduct any required repairs. The tenant submitted a standard maintenance request online but failed to call the emergency hotline which would have directed contacted a on call staff member in the event of a verified emergency. Maintenance staff visited the property again within 5-7 business days to verify the overflow was in fact resolved and all affected areas had adequately dried. Paint touch ups of the affected areas is scheduled to be completed. Both R Fralin & Associates maintenance staff and office staff have communicated promptly with the tenants throughout this repair process. 

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