Business ProfileforBill Riley Communities/Vista Property Management

This is the first time I have used a rental company and I have a number of concerns I would like to address. I talked with ****** in March about getting the house ready to rent and was told that both bathrooms would need to be painted and some touch up paint through out the rest of the house as well as cleaning and yard work and needed to fix 2 but the labor should stay about $1000 plus supplies. I told him that would work. Also we talked about 2 doors inside that would need to get fixed. I knew that 1 would have to be replaced but after my son had looked at the other one he said all it should need is a new door k*** and I let ****** know about this. Later after the work was done I found out that they had painted the master bedroom which I understand that it may have been needed but I was not called and told that it was going to be done. Also I found out later that neither bathroom was painted which is what we originally agreed on. The same thing with the doors. They replaced 1 door I knew about but they replaced the other without letting me know until I got the ****. After all was done the labor ended up being $1700 and the supplies about $932. Again I understand these things may have been needed but we would have liked to get a call before it was done and let us know. Our renter moved in the middle of March and paid a pro rated amount. I had called ****** to ask when we would get a payment and he told me Vista pays out the first week and the third week of each month. At the end of the month when we had not received any payment I called ****** and he told me they used most of the first check to pay part of the maintenance ****. I had to ask him to send a copy of the first statement since it had not (and still isn't) loaded on the owners portal. Also the receipt for the cleaning has not been loaded either. I again called ****** after I received the statement and talked with him about the remaining balance for the maintenance and he told me that Vista could work with us on the remaining balance. He told me Vista would cut the remaining amount into 3 equal amounts and take it out each month until it is paid leaving us enough money to make our house payment each month. I understand now that I should have gotten this in writing but as I said before this is our first time using a rental company and i took it on good faith that they would honor the verbal agreement we had made over the phone. When we had not received any payment by April 7th since that was the end of the first week I called ****** and asked him about it. He told me that Vista had decided to wait until the 10th to pay out because of concerns with COVID-19 and the contract states they do not have to pay until the 15th. It would have been nice to get a phone call or email letting us know about the delay. When the 10th came we had still not received any payment I checked the owners portal and printed the statement. Imagine the shock we received when we saw that Vista pulled all the money owed for the maintenance and not 1/3 like i had talked about with ******. I had tried to call him Friday **** and left a message to call me back. I then called the company and explained the situation and they tried to get a hold of him but could not and told me they would get him a message to call me since this was a new contract and he would have to handle it. As of **** I have not received a call back and tried to call and left a message again and I tried to call the company and got a message that they are not in and we have still not received any money in our account. We are very concerned about the lack of communication since we are new at this with a rental company and out of state so we can not just stop by and have to rely on phone calls which is very stressful when we do not get return calls or updates about what is going on. ******************************** Sent 4/20/2020 As of 10/12/2021 we are still not receiving a response ie. Email or phone call from Vista. I have called repeatedly and have left messages but no one will call me back to let me know how things are progressing. I have not received the garage door opener which was supposed to be a $60 charge paid to me if not returned. I have not had any response about the refrigerator door which was damaged. I wanted to discuss someone using steel wool to clean the stove top and taking all the paint off the stove back leaving it looking horrible. No one seems to care about us now since we are selling the house now and not making them any more money. They took almost 3 weeks from the time the tenant vacated the property to finish and did not communicate with me to keep me up to date. We flew out there to talk to them in person and never got a response either email or phone call after leaving repeated messages for them.*********************** 10/12/2021 Also we found out that the carbon monoxide detector is missing from the house.The alarm system control box was removed without permission and the locks were changed without telling us or giving us a key. They never did a drive by to check the house as we noticed in the pictures that the yard had not been mowed in 3 or more months and looked horrible when the renter left making the neighborhood look bad. Throughout the whole process I would not get phone call returns. I would get some emails but they would be days later when all I wanted was a call so I could talk with someone about my concerns and get the information I needed to ease my stress.I will warn everyone that it seems like once they are done with you and will not be getting any more money from you they drag their feet and will not return calls and most messages.