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REI Nation, LLC has 1 locations, listed below.

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    ComplaintsforREI Nation, LLC

    Real Estate Investing
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    Complaint Details

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    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      The organization made promises they could not keep. I purchased a home through REI Feb 2022, they also own the *************************** whom manages the property for us as a rental. Part of our agreement is they will cover any home expense brick to brick as long as it is not a weather related incident or "act of god". The property had a pipe leak in the attic that caused water to fall in the ceiling sheet rock requiring replacement of material. The tenant was not home the day it occurred (out of town). Upon arrival they called the property ****************** (REI) and advised. They did not know when it may have happened as they were away. *** dispatched a *******/contractor and completed work. Quickly after complete, *** sent me an email stating what occurred was an "Act of God" and will not cover. I asked for evidence and field notes. They gave me a quick right up stating what was done but no indication of an "Act of God" or supporting evidence. They refuse to assume liability and based their own opinion to leave liability on the property owner (me). To this day, they have not provided evidence of this being an "Act of God" but they strongly suggest its correlated.

      Business response

      01/24/2023

      Hello, and thank you for contacting us. This client purchased a property from REI Nation February 16, 2022. In the contract that the buyer signed, it states:  "The buyer should have zero maintenance expenses in the first year after closing, unless maintenance/repair is related to outside elements such as weather related events or acts of God.

      Beginning on Thursday, December 22nd, a powerful ****** cold front surged across the country, that impacted many cities across the nation, including Memphis, TN. On 12/23, Memphis had a record low, high temperature for the day of 14 degrees, with a low of 1 degree that day.  Memphis also experienced rolling blackouts and city wide power outages at this time, and were even under a boil water advisory due to water mains throughout the city breaking from these extreme weather conditions. Temperatures finally rose above freezing in the few days thereafter, and at that time, we unfortunately experienced many instances with properties being affected either by frozen/broken water lines, or other issues surrounding the freezing temperatures. This client's property was one of those properties adversely affected by this extreme weather event.

      Our team then worked diligently to take care of the residents in our properties, while also protecting our owners assets as best we could, given the circumstances. Our team worked a collective 90+ hours over the ********* holiday to do just that, while taking time away from our families, to make sure we accomplished the job we were hired to do, for this client and all of our clients, and would gladly do it again if needed. Most of these hours occurred on ********* **** ********* Day, and the Monday thereafter. Since the holiday fell on a non-workday -- the holiday was observed on Monday.

      While most of our owners praised our hard work and determination, subsequently, this client, denied the blatant facts presented to him that this was an unfortunate and unnatural weather event and demanded that he not be responsible for the costs associated with his investment property. While we certainly empathize with the situation of all of our owners affected by this unprecedented winter weather event, it is simply not feasible to believe that we, or any other property management company for that matter, be liable for any of the costs associated with any repairs related to this situation. All of the facts above and the timeline below clearly outline that this was obviously caused by and directly related to a weather event that was simply out of our control.

      DEC 26 - The resident in his property called in and reported to us that they had a pipe burst and water leaking throughout the home and that they had to turn the water off at the street. 
      DEC 27 - A plumber arrived to make repairs and the plumbing issue was fixed that day.
      DEC 28 - We then dispatched water extraction and sheetrock repairs after the plumbing repair was completed. 

      We know that we will not always be able to make everyone happy, but we will certainly try; especially on things that are within our realm of control. While this can sometimes be subjective, we have a history and reputation of doing just that by taking care of our clients, residents, vendors, and team members. This, unfortunately to this client's dismay, is simply not one of those situations.

       

      Customer response

      01/25/2023

       
      Complaint: 18831791

      Hello,

      I appreciate the company taking the time to reply almost immediately after submitting this complaint.  
       
      Here are the facts:

      1) Winter of 2022 in the last 5 years has not been the coldest temperature in ************ recorded. Multiple sources suggest 2021 was colder hitting in some areas in negative numbers. Every year for several years the city has reported rolling blackouts. To suggest an unprecedented time or something that the city has not seen
      is clearly not true. 

      2) My request from the beginning and which is clear from the chain of emails that I requested field notes and findings that indicated that this was an "act of god" as REI originally suggested. Who decides if there is an "Act of God" present in the event damage is caused in the household? I'm of the opinion that an "act of god" should be determined a licensed and trained professional that assess the scene and damage. A trained professional, licensed with experience in the field of work or a *************************** that has a clear motive to not uphold the original agreement to abide by the promise made to its client to cover the cost within the warranty period. In this particular situation I was 11 months into a 1 year warranty.

      It is clear in this situation that REI has a financial interest in determining that the damage is an "act of god" from "unprecedented" weather conditions rather than honoring the 1 year warranty on the homes they sell that they later manage.

      It is normal practice and believe it was a simple ask to provide the details. To this day, REI Management has reason to believe it's an "Act of God" solely on its own merit.

      3) Overall, the representatives I have spoken to from the organization have treated me with respect and so have I. When I first purchased the property, the coordinator was extremely nice, the sales rep very professional and even recently customer service folks were nice.
      I felt that this is a valid concern and once it landed with the **** I continued to express my concern in a reasonable manner he advised my contract will be terminated.

      REI Management sent the notice to terminate my contract and I feel this is a retaliation for bringing up my valid concern.  I have spent the last 15 years of my career being a leader and managing complaints 
      and this is probably not the most professional manner to handle a concern. 

      This company clearly values their customers until it comes to upholding a warranty that affects them financially.

      Thanks

      Business response

      02/09/2023

      Here are additional facts:

      1. Unfortunately, Mr. ****' property on Verlington experienced a maintenance issue caused by a busted pipe due to freezing temperatures during a stint of extreme cold temperatures in the Memphis area around Christmas 2022. This was directly related to the sub zero temperatures/wind chills, rolling blackouts, and city wide power outages that we experienced at that time. We warranty each property regardless of whether we did physical work to an item on the property or not.  The one caveat that we clearly state on the contract copied and signed by Mr. Rios (copy attached), is that we simply can not, and do not cover maintenance repair items that are "related to outside elements such as weather related events or acts of God.  In our determination, an external temperature of 1 degree and a wind chill below freezing, each of which are over 30 degrees below normal, accompanied by multiple days of single-digit temperatures, voluntary rolling black-outs from the municipal utility, and a quick thawing 48 hours later, stressed a pipe beyond normal wear and tear or expectation.  For our team, this was an easy determination as evidenced with the additional 140+similar occurrences that we experienced around the city of Memphis in many of our properties.  This is the only owner that challenged our determination that these were weather related events, and still continues to do so after multiple communications providing clear evidence of the situation at hand. 

      2. We are trained professionals, licensed in multiple states by the governing boards and real estate commissions, and have over 20 years of experience in single family residential property management. As has been explained through our multiple conversations and communications, this was a weather related event. Field notes, timelines, call logs, and pictures have been provided on multiple occasions. Disagreeing with the outcome or a determination, is not the same as a refusal to provide what is requested. We have provided ample evidence and proof that this occurrence was simply and directly caused by an out of the ordinary weather event on many occasions. We have and will continue to provide any and all information that is needed to show that this is the case.

      3. After speaking with Mr. ****, REI Nation Principle and co-owner, *************************** came to the determination that we were not going to be able to hit the clients expectations.  There was a clear disconnect and while never confrontational, it was apparent that Mr. Rios would only be satisfied with REI Nation taking full responsibility for the damage at his property and would continue to expect the *************************** team to agree with him on any future disagreements or issues that *** arise.  ***** informed Mr. Rios on their call that it would be best to discontinue our professional relationship due to our not being a good fit for his needs and his not being a good fit for our services.  Mr. Rios was given a 30-day notice and was informed that he would receive this by email within the next few days.  We also informed Mr. Rios that we would work with whatever company he would like to move his property to and would be happy to give him recommendations if he needed them. This was absolutely not done in retaliation, but with an understanding that our time as a service provider is finite and valuable and we need to reserve that time for clients and prospective clients whose views align with our own.  

      This is not an insurance policy. This is an internal warranty program that we provide on all newly purchased properties and yes, coverage is determined internally. As for this coverage and specifically denying this request to avoid paying for a loss, REI Nation covered hundreds of thousands of dollars in warranty claims for our clients in 2022, including some in the last month of warranty, and some even well beyond that timeframe.  Saving money is not a factor in our decision making on whether or not an item is covered under warranty. Our 12-month warranty is meant to be a beneficial program for owners and build confidence that we will cover the rare occurrence of items needing repair or replacement early in an investment.  This warranty from our company, including items we did not repair, replace, or even sometimes touch at all in a renovation, is an industry leading program and well above any standard offering from other similar companies.  It is a great benefit and one we proudly discuss with our owners. 

    • Complaint Type:
      Order Issues
      Status:
      Answered
      I purchased a turnkey investment property in ******, ** through Memphis Invest, now REI Nation, in January 2015. After purchasing the property **************************** their subsidiary company, took over management.I have recently been under financial difficulty in the wake of Covid and trying to reduce costs where possible. One of the costs I can lower is property management.When asked to terminate my agreement this is the response from Premier Property Management."Hi **, I asked ** whether we'd consider waiving our remaining fees under the **** given our 7+ year relationship. ** was firm in insisting that we hold to the agreement without exception. So, we'll bill for the fees through 7/31/2023." ******************* companies always tie in some sort of fees as a contingency to make sure they get paid for the work they put in for placing tenants etc... Its well and good to cover their investment but theyre crossing the line from protecting their investment to unethically holding long term clients hostage that no longer want to use their services. Trust me when I say they have made more than enough money from me as a client over 8 years to justify allowing me to move on without the need to hold me hostage. This is directly from the property management agreement signed on 18 Nov 2014. "Term. The term of this Agreement shall commence on the Effective Date and continue for a period of twelve (12) months thereafter (the Initial Term). Following the expiration of the Initial Term, unless otherwise agreed by the parties, this Agreement will automatically renew on a month to month basis (the Renewal Term(s)) upon the same terms and conditions." Not only is what they're doing unethical but illegal by saying I have to pay them monthly till my lease agreement ends.For being a customer-facing business I find this illegal activity greedy, unethical, and unacceptable.All I want is to be told "thank you for your business" and let me go on my way.

      Business response

      11/22/2022

      This has been discussed with with the owner of the subject property and has easily been resolved. The property management agreement does outline termination fees if an owner terminates an agreement mid contract, like most all contracts, but we will gladly release the owner from this contract with no penalties. Once communication was established, this was easily and amicably solved.  The management agreement is in no way designed to hold anyone hostage, but simply to run a business effectively and fairly for all parties involved. 

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      We had 5 properties being managed by REI Nation (PPMG) for about a year and a half when we decided we were being taken advantage of with excessive fees and poor communication concerning our properties. We decided in the beginning of June we were going to switch our properties to a different management company. Our manager ***************** said he was fine with that and soon after that we were locked out of our property portal. We tried to settle up costs as the ledger was being switched over to another manager but it was very hard to follow everything with no access to the portal. We thought the process was completed but REI Nation (****), sent us outstanding bills for our property at ****************. This property had been vacated since the beginning of the year and we were trying to sell it. Two were smaller maintance bills, which we are fine with paying, but one was a bill dated March 31, 2022 from **************** Care in the amount of $1975.00 for replacement of all ***************** flooring with vinyl plank. We got this bill mid- August and it shows that REI paid it August 1, 2022. The problem is that we never authorized this work, as we were trying to sell it as is. We were shocked to even receive it and so late. **** insists that we gave him the verbal ok to go ahead with the work, we did not. I have done some remodeling of another house with them (**** Acorn) in which they always expect the funds up front to do work of this nature. In the case of ******************************************************************************* our management agreement, REI/PPMG is suppose to secure prior approval for any repairs over $400 unless it is an emergency. This was not an emergency, again the house was vacant. We feel this bill is not our responsibility. **** has not been easy to reach to discuss the issue further.

      Business response

      12/09/2022

      We are working on this case and will reply to the complaint with all details, facts, dates, etc. asap.

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