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Real Property Management
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Formal 2013 Conference e-vites went out last night. We are excited to see all our franchise owners in beautiful San Diego!
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Victor Antonio Gonzalez's profile photo
 
Dear Mr. McGary:

I write to express the immense dissatisfaction with RPM Pros Central Florida’s (1250 W SR 434, Longwood, FL 32750) actions related to the management of my property.  The exceptional circumstances of this complaint require a satisfactory resolution from the highest possible corporate level. This situation is an ongoing negative experience that merits compensation to mitigate damages to any customer submitted to it.  As of this date there are actions items that remain open:  recovering the missing security key (or reimbursing the cost of a new lock), completion of the paperwork regarding the deposit, and accurately producing the corresponding monies and reports.

Both my wife and I not only have to endure a continuous pattern of questionable maintenance claims but also incorrect billing and owner statement reports, breach of contract, and gross negligence (lack of prudent and reasonable due diligence, attention to detail, commitment, and responsibility).  In fact, as a former US Army logistics officer with over 25 years of experience, it is evident that these particular franchises lack adequate quality control and flexibility towards the customer.  

On October 2, 2012 my wife and I entered into a management agreement with Real Property Management Premier (7600 Southland Blvd, Ste. 212, Orlando, FL 32809) for my condo located at 4849 Cypress Woods Dr., Orlando.  The unit was rented effective November 8, 2012 but unfortunately, the experience turned into a nightmare.  

First, we were never notified before and after the fact that RPM Pros Central Florida “absorbed” or purchased Orlando’s RPM property lease contracts.  Even when answering a phone call made by Ms. Vicki Fasick on March 8, 2013 to inform us about an alleged humidity/mold problem at my property, we were not advised of any change in management.  We eventually found out when the course of events required our presence at RPM Pros Central Florida’s office in Longwood on March 22, 2013.  

Second, we had then to endure RPM Pros Central Florida’s total disregard for proper property management protocols when they failed to recover the key sets (2) of the unit (of a “MEDECO” high-security lock valued $357.00) along with the condo’s common areas access cards (these were returned later).  It became clear to us that RPM Pros Central Florida is simply a major disaster waiting to occur as one error in this business is one too many.

Third, while only one set of keys was eventually produced, the unit was “inspected” but accepted and returned to us with a piece of bedroom furniture and other items left behind by the vacating tenant.  We had to deal with the correction of this issue caused by RPM Pros Central Florida’s substandard performance until its removal on April 4, 2013.  For the record, the lack of an adequate response from RPM Pros Central Florida curtailed our right to freely and fully enjoy our property for over 3 weeks.

Fourth, we received various notices of incorrect billing and owner statement reports that were corrected when I contested the charges. Fifth, we were led to believe the Longwood office was to arrange with my utility provider to switch the account back to my name but this never took place and service was shutdown.  Again, and unfortunately for us, your customer service is absent of common sense and ignorant of notions of what a prudent and reasonable professional is.

Sixth, after numerous phone calls and several emails to resolve this situation given it is an exceptional case requiring drastic resolution measures, we were advised via email by Ms. Fasick that RPM Pros Central Florida was “assisting from this point on purely out of a professional courtesy”.  This is totally unacceptable because RPM Pros Central Florida had confirmed that it began managing our property on March 1, 2013.  Although RPM Pros Central Florida did this without our prior knowledge, RPM Pros Central Florida is legally bound to comply and meet its contractual obligations: recover the missing security key (or reimburse the cost of a new lock), complete the required paperwork regarding the deposit, and accurately and timely producing the corresponding monies and reports.

As you can see, the absence of a protocol to effectively manage a property and/or take the necessary corrective measures to provide customer satisfaction is evident. This is negligent professional behavior given the circumstances and it is only us the party being negatively impacted by RPM Pros Central Florida’s arbitrary actions.  In closing, what an unnecessary nightmare and upsetting moments thanks to RPM Pros Central Florida’s overall operational inefficiency and gross insensitivity to a customer.  

I trust you will take this for immediate action and provide the requested satisfactory resolution.  Please provide the complete contact information (office hours, direct office phone number, email, etc.) of your designee assigned to satisfactorily resolve this as I intend to actively follow up the status of this matter.  You may reach me as per my contact details shown above.  Anticipated thanks for your prompt attention to this matter.

Sincerely, 

/signed/

Victor A. Gonzalez
vagonzalezu@hotmail.com

Cc: Better Business Bureau
Florida Department of Agriculture and Consumer Services (FDACS)
Orlando/Longwood Chamber of Commerce
Orlando Sentinel
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Real Property Management was named on the Inc. 500 list for the third year in a row. Read about it here!
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The Real Property Management 2012 Midyear Conference starts tomorrow! We're looking forward to presenting new and exciting information to our franchisees!
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Our Midyear Conference is fast approaching and we are very excited to present new information and announce the winners of our Summer Sales Blitz!
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Happy Friday! Handling tenant complaints and keeping up with maintenance requests is crucial to the property management business. Here is an article with some useful tips on dealing with maintenance concerns.
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If things aren't going your way early in the week, remember that it is possible to turn a bad day into a good one!
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Have them in circles
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This weekend we will be attending the Equity Trust Networking Conference at the Peabody Hotel in Orlando, FL. If you're attending the event, come visit us at Table 19!
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Thank you to everyone who participated in our Midyear Conference. We hope that you found the information presented beneficial.

Also, a big congratulations to Clint Rowley - the winner of our first ever Summer Sales Blitz! We had a lot of participation and were very impressed with the growth that came from the competition.
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How do you attract people to a vacant property?
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Happy 4th of July! We wish everyone a safe and happy holiday!
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We are extremely saddened by the sudden and unexpected passing of a member of the RPM Family, Michael Bennett, son of Gene Bennett, and the branch manager of RPM Professionals in Jacksonville, FL. Our thoughts and prayers are with Gene and his family.
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Below is a link for our latest press release. Congratulations again, Kirk!
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Have them in circles
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The largest property management company in the nation!
Introduction
As one of the fastest growing property management companies in North America, RPM is proud of its reputation as the nation's "local" property manager. We offer property management for single homes, multiple homes, multi-family homes, apartment complexes, and even large institutionally owned properties. As one of the most trusted names in the industry, we understand the needs of our customers. Our property managers know how to make sure your property stays filled with tenants that pay on time and remain consistent and reliable. It's our job to get you the best return on your investment.