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| - We have been loyal Tennant's in home rented from RPMLV for several years and it honestly was great...and over time has gotten worse. My family of 6 has been without A/C for going on 5 days with no end in sight, in June, in Vegas. When we called we were told this wasn't an emergency and that someone would be there in 48 hours. Around 48 hours a vendor showed up and diagnosed the problem and said parts would need to be irdered through the home warranty company and it may take a "few days.". Now as we enter day 5 of our 91 degree home (100+ outside) we have called RPMLV made them aware of the situation is out of hand. We have tried following the law by saying they were in violation of laws to prevent this and pleaded with them that we have young children. We were informed that despite the law saying 48hours that they have 14 days to fix it and it was out their hands and we'd have to contact the vendor. The vendor informed us it was out of his hands too as he needed the parts and we'd have to contact the home warranty company...but we can't...because it's the owners policy and not ours. While the emails and phone calls we received we're apologetic and not meant to be unkind they accepted no responsibility and we're missing the point that 6 people were frying in their own home. Ironically we got a text from RPMLV telling it was our time for our quarterly inspection, and we would be charged a fee for not complying in a timely fashion. If you're looking to use RPMLV as a owner it might not be bad choice. The emergcy person said floods, fire, vandalism..etc..were the only emergencies bevause it effected the property. If you are looking to be a tenant, be aware this could happen to you too. You and your loved ones could be placed in this same situation. Doing the right thing can apparently be out of everyone's hands and you may be forced to wait. I'm honestly disappointed because it was like pulling teeth to get anything other than a generic response from them and when we did it was "too bad". I used to brag that RPMLV was on the ball and even used to seem proactive, but change is inevitable and not always for good.
Update: 1 day after posting this I received a phone call from a rep at RPMLV. The call was essentially asking me to take my 1* review down as they felt it was unfair. I asked if something I put was untrue and was told that yes it was true but was still unfair. If you've never had someone from an office with AC call you in your sweat lodge to tell you about "unfair" it's a little hard to not take it as condescending. To be fair again they were somewhat polite, deffinatly said they understood and felt sympathy that it was taking so long...but ultimately that it was unfair because they had done the only thing they could(make a phone call asap). I had the question "what else can we do?" Thrown at me at least a handful of times but how is anyone not well versed in property management supposed to answer that? I will say after really thinking about criteria of a 1-5 star system that I do agree with them that 1 star was too harsh. If 1 represents a worst case (heat stroke we all die and slowly become jerky) and 5 star represents a best case (the vendor fixed the issue in a couple days) then clearly a week in a 90 degree home, with an autistic toddler and 3 other kids, sleeping together under a dozen fans, unable to cook in their home because it heats up the home too much, and having anxiety after day 5 that you've fallen through the cracks is clearly in the middle somewhere. They deffinatly did something and made a phone call for us and may have even kept on the home warranty/vendor but is that all they could have done? I mean if you do the legal minimum does count as good, very good, or great service...or do we reserve 4 and 5 stars for businesses that go beyond? As grateful as I am that something was done and we will have AC again after a 7 days there was no policy to prevent this, there isn't a small collection of big portable AC units, there is no backup plan, there is no fail safe. We were told in 14 days we could go to a hotel, or move out with our deposit (if it exists still...read other reviews and now I'm scared it might not). After bouncing this scenario off dozens of people most agreed 2 stars maybe even 3 was fair and I agree.
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