ComplaintsforRealty Roundup, Inc.

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rented a place to live. Appliances do not work and there is no response from the rental company.

  Business response

  12/15/2023

  Hello,

  **************************** moved into this property on 11/24/23.  He encountered a problem on Saturday 12/9/23 with his garbage disposal and dishwasher not having power.   He did call the after hour line on Saturday and again on Sunday.  Our person on call responded on Sunday but he did not answer.   He took it upon himself to call an electrician on 12/9/23, they came out and fixed the problem.    **** was submitted to our office from **************************** and he is being reimbursed for this repair.

  Situation has been resolved.

  Sincerely,

  ***************************

  Realty Roundup, Inc

  Customer response

  12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been asking for inspections reports, since November 5, 2021, for property in ******** that was managed under Realty Roundup. There were several follow up requests to get all inspection reports performed on the property up until the most recent follow up request made on October 14, 2022. We received one inspection report that was made as part of the move in inspection back in 2010 but no other inspection reports after that. According to Realty Roundup's website (www.realtyroundup.com), it specifically states that Realty Roundup provides the following services "Routine Inspections: *Move-in/move-out inspections at tenant turnover. *Annual interior inspections allowing for preventive maintenance to be done before small maintenance problems become big costly repairs. *Periodic drive-by exterior inspections is tenant maintaining property?" Therefore, we are still waiting to get interior inspection reports, with photos, which should have been performed by Realty Roundup every year starting in 2011 through current 2022.

  Business response

  11/02/2022

  November 2, 2022
  
  Ms. ****** De ********* is the daughter of our client ********* De La ***.    *** has authorized us to speak with her daughter in regard to her rental property.   ********** De La *** went into contract with Colonial North Property Management (CNPM) on July 1, 2006.  *************** contract did not provide for inspections of the home, nor did CNPM do move in condition reports or photos when a tenant moved in or out of a property.  Tenants moved into the property on February 5, 2010 and remained there until June 16, 2022. Tenant provided a move condition report on February 11,2010. No photos were done by tenants or CNPM.  Owner was provided with a copy of the report.  In November 2013 the **************** did require a self certified inspection which had to be completed no later than December 31, 2013. This inspection was completed on November 7, 2013 by CNPM.  No photos were taken.  Owner was provided with a copy of the inspection report.
  
  Realty Roundup, *** assumed management in December 2015.  Over the next year plus we had to implement many new systems, including annual inspections.  We did do an annual inspection in January 2019 and certified with the ****************.  The owner has been given this report also.  There were no photos taken at this inspection, which was also told to her.  We were back out to the property in June 2019 for City violations. These violations were for the property not being maintained which included landscaping and fencing.  Photos were taken of the front yard and fence. These photos were provided to the owner. We did not go inside the home or the backyard.
  
  We posted a 24 hour notice for the owner so they could do their own inspection of the home. On November 4, 2019 the owners did their own interior inspection.  On July 30, 2021 the owners went to the property to inspect the fence since most of the fencing needed replacement. I do not know if they went inside the home.
  
  From March 2020 to June 2021, we could not enter homes for inspections due to the ***** pandemic.   Once we could again do inspections, we had to catch up on over 350 inspections. On 4/22/2022 an inspection was completed with photos by Realty Roundup, Inc.  This inspection was given to the owner via their portal along with the photos. 
  
  On May 18, 2022 we were instructed by the owners to give the tenants a 60 day notice to vacate.  Tenants vacated on June 16, 2022.   A move out inspection was performed on June 17, 2022.  Move out photos were shared with the owner via their owner portal.  Owners were also emailed that the inspection was done and to check their portal to look through the photos.    
  
  Ms. De La Paz  has been provided with any and all photos and reports that were conducted through our company.  Additionally, she has been to the property twice, 11/4/2019 and July 30, 2021.  I believe she knows the condition of the property and how the tenants were maintaining, or lack of maintaining the home.  Tenants were there for 12 years, 4 months.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past 7 years was renting one of the properties from Realty Roundup in ********. Last September 2021 we attempted to contact them and put my partner on the new lease. No reply. Last November my parents moved out but I remained in residence so we attempted to contact them to update the lease. They made us jump through hoops saying it was our responsibility to make it happen, even though we have printed emails that show we made multiple attempts. We also asked to add another roommate as of December. They said a new home inspection needed to be done and the owner had to be contacted. This was approved. No one came to update the work that was requested to be done - mainly a carbon monoxide detector. No update to the lease was made. My name was the only one on the lease. Multiple attempts were made to have this corrected where I got the run around and was told it was in process. Middle of March 2022, we receive a 60 day notice with all 3 tenants name on it. Please note, the lease for March only had my name on it not all 3. But we made moves to vacate. Cleaned and did everything the inspector requested with the exception of the carpets (reminder we had lived there for 7 years) and we didn't mow the lawn for the backyard (we have pictures). We moved out 05/31/2022. The original deposit was $1800 and out of that money $1185 was taken out for an "estimate of services." No work has actually been done on the house. And no receipts have been submitted despite multiple attempts to reach the property manager. I'm told they have work orders out. It has now been 4 months since we have vacated the property. There is no guarantee that the work being done now is the same work that would come from us living there. I am hoping that you can help me resolve this issue and get the money that is ours. If the amount needed to make changes after 7 years of wear and tear is $1185, then they should have to prove that. And instead they have failed to return multiple phone calls and email

  Business response

  09/20/2022

  Hello,
  
  **************** contacted me on July 25, 2022 regarding the estimated security deposit.  In reviewing the work order history, several items were not completed as of that date.  In speaking with ******* in our ******** office, the vendors have been very backlogged with work.   All work has been completed as of mid August.   Attached is the final security deposit reconciliation with invoices.  My apology that this didnt get out to sooner. 
  
  The carpet cleaning was beyond normal wear and tear.  It had lots of good size stains and pet urine damage.  Yards were not mowed/edged/weeded.  We had another bid for yards that was over $200 more that what was charged.   Several maintenance items were not charged to the tenants, ie light bulbs, broken blinds, removal of satellite dish, broken lights in garage.
  
  Clarification item, security deposit was $1795.00 not $1800.00.   Also ************************* and *************************** were added as occupants on March 3, 2022.  They both set up their tenant portals on March 16, 2022.
  
  We do not have authorization from the owner to refund or lower any of the invoices.
  
  Sincerely,
  
  ***************************
  Realty Roundup, Inc.
  

  Customer response

  09/22/2022

  I am rejecting this response because:
  

  
  

  I have still not received any receipts for these services that have been charged. It was my understanding that I was entitled to these receipts if they were over $125. Is this not the case? I am also not sure what "pet urine" stains she is referring to as there was no pet to urinate throughout the home and cause stains. I am aware of a couple of larger stains...but again, after 7 years of living in the same place, I'm confused how that is not part of normal wear and tear on a carpet. I would like to see pictures and proof that it was beyond the 7 years of normal wear and tear. I have included pictures that show yes, the carpet is not brand new, but no it is not worse than a normal home that is lived in for 7 years. At this point without proof of pictures or proof of receipts they can say whatever they want and it doesn't matter. 

  
  

  I have also included a few of the email threads to prove that they are not a business that follows through with their word. For MONTHS (as you can see from the emails dated 11/11/2021 and 01/14/2022) it took 2 months just to get the roommates added to the lease. What is unable to be recorded, unfortunately, are the many phone conversations and attempted phone calls where we were told that this was our problem or "they were working on it." I also included the leasing statements that showed that as of 03/02/2022 ******** and ******* were not included in the lease, but they were 03/28/2022. The 60-day notice was given 03/16/2022. Please, explain to me how a good business is run this way? They were informed they could move in by a 60 day notice? 

  
  

  I'd like picture proof of these so called stains and "pet urine stains" that were caused by no pet. I'd also like the receipts for all this work that was done. At no time during my final inspection did the inspector, ***, appear worried of any of this additional work. I am also not sure why we would be charged for light bulbs, blinds, etc, when it was my understanding this was also under normal wear and tear. 

  Business response

  10/10/2022

  I tried logging in and the link said it was closed.
  
  The owner of the property is not reducing any of the charges for cleaning, carpets, etc.     I cannot override them.
  
  As to their other complaints:
  1) an itemized security deposit reconciliation with receipt were mailed out to them at the address they provided.
  2) a dog named ***** is noted on their tenant page
  3) as to adding the additional tenants.  One of the applicants did not submit a completed application.  Had to go back and forth to get complete.  Then once completed one applicant was not receiving our emails to complete the process and that was as of 1/20/22.  My office was working directly with the applicant not Ester.  Roomates were added on 3/3/2022
  4) light bulbs, blinds, a/c filter, door stops  are not normal wear and tear.  If it was working when you moved in, it should be working when you move out.

  ***************************
  Realty Roundup, Inc.

  Customer response

  10/11/2022

  I am rejecting this response because:

  You are receiving third party information from an office who is unprofessional and does not do their job. They are lazy and do not follow up on anything and then blame the tenants for not following through on information that was never given. The application was not incomplete. The application was rejected on the basis that we needed a new home inspection done. When that was completed in December we were not informed that they needed to reapply. And you are right, you were dealing with the other applicant, not myself. But unlike you're office, we actually talk to each other because I was hoping to get housemates moved in. 

  As far as the dog that was noted, the housemate ******* originally put her on the first application and was told that the owner did not want pets in the house. So she found alternate housing for her pet. Again...this just shows the accuracy of your office. 

  I understand you are going to back up your office and your employees. But at some point you need to take ownership and hold your employees accountable. The thing that baffles me the most is that as a business you should also be looking out for those you serve and your employees have proved time and time again that they do not do their job and are allowed to cover it up while placing blame on others. Yes I received the receipts. Receipts with no pictures that prove the work that was being done. Did you even look at the pictures I submitted? Because that is called evidence. Evidence which your office has failed to provide. 

  At this point it is clear you do not care about doing the right thing. If I was an owner I would believe what my property manager told me too. Unfortunately, they are getting false and inaccurate information. 

  BBB Northeast ********** - Thank you for attempting to hold this business accountable. There is no longer anything I have to say to the business itself. Please assist me in getting an official complaint on file for others to see when dealing with this business. 

  Ester

  
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today is February 14, ************************************************************************ trying to remedy the damaged fence between our property line at ******************* Way and **************. I am the property owner on ******************* and Realty Roundup is responsible/liaison for the rental property on Nick **** The lack of accountability of Realty Roundup and the property owner is disappointing to say the least. The fence is completely rotten, fallen over, and I've sent pictures and quotes and whatever that's asked for me to the company. Attached is a letter I sent to the company explaining in detail everything that lead up to this complaint.

  Business response

  02/14/2022

  February 14, 2022
  
  
  Better Business Bureau
  
  Re: BBB Complaint ID #*******
  
  
  Our firm has been in correspondence with **************** in regards to the fence. We received her letter dated 2/14/22.   We have explained to her that we do not own the property and have to abide by our management agreement with the owner.  This owner has to approve ALL repairs, no matter how big or small.   As of date the owner has not given us authorization to repair or replace. 
  
  Here is our correspondences in regards to ***** Nick ******************** issued a work order to our vendor RXA to obtain a bid to repair and/or replacement fence
  10/26/21  emailed owner of Nick *** the bid *************************** obtained
  10/27/21  emailed owner back some questions they had regarding the bid
  11/1/21   emailed owner a follow up to bid
  11/4/21  emailed over our bid from RXA to repair
  11/23/21 emailed a follow up to bids again
  1/28/22  emailed both bids to owner again
  2/10/22  emailed a follow up email to owner
  
  As of date, the owner of ************** has NOT given us any authorization to repair or replace.
  
  After receiving **************** letter today,  we gave her the owner of ************** email and phone number directly, since we cannot get the owner to agree on a repair or replacement.
  
  If you have any further questions please let me know.  Please close this complaint, since we are not the owner and cannot force the owner to comply.
  
  Sincerely,
  
  *************************

  Customer response

  02/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I sent the complaint in before the response from the business as I was not getting any updates from the Business nor the Owner besides "we will keep you updated." After my letter on 2/14, *************** has given me the owners information and said they will terminate their contract with her if she does not comply. I agree with this action. We are working to resolve it together with the owner. 

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There has been alot of issues with the residence we are in regarding the ***** I have made multiple request to get the **** fixed. A technician has report within a couple of days and attempted to fix the issues multiple times to no avail. On the third attempt, the same technician stated the residence needed a new **** system. He stated he will contact an independent seller to bid on the job. 1 week later, I still haven't heard anything from the property manager. I contacted them 1 week later and asked what the hold up was. I wanted to know what was going on since we have been without AC in the hot month of September 2021. They couldn't give me any answers. I asked if they can give me and my family a voucher to get a hotel since the heat has been unbearable during the day. The lady said, no. I asked if I can file a complaint. She said I couldn't. We have been without AC for the whole month of September and has continued to pay rent. I don't know what else to do...

  Business response

  10/04/2021

  Hello

  ******************** moved in the property in December 2020.   There are 4 reported work order on the ***** 2 from earlier this year on the heater and 2 from September regarding the a/c.   HVAC vendor was recalled on 9/21/20 about the a/c not working again from the work order on 9/5 & 9/12.   vendor determined HVAC has to be replaced on 9/22/21.   Received a bid to replace on 9/30/21.  Owner approved bid on 10/2/2021.  ********** was notified on 10/2/21 via email about the approval of the new HVAC.  

  We will reach out to owner about rent compensation. But Realty Roundup, *** is not the owner and only the owner can ***** any compensation.

  ***************************

  Realty Roundup, Inc.

   

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