Century Property Managment

We live and work several hours from Wichita, and for the first year we had Century Property manage a 3300 sq. ft. home we own in Bel Aire, we were pleased with their service. They were accredited by the Better Business Bureau, were responsive to us as owners, found excellent tenants to lease the house the first year, and managed the property very well. The second year was a complete reversal--CPM no longer has a BBB rating and the professionalism in management has plummeted. Their website went from listing dozens of properties in 2010 and 2011, to two currently, and they no longer publish owner recommendations or referrals for their work. We understand why (though we don't know the reason for the change in just one year): Our second year's tenants had a lease which ran through November 30, 2013. The tenants had not moved out by that date, as we discovered when we went to the house on December 1 to check its condition (something we never had to drive hours to do, before CPM's service level for property owners began to slip). We found that the tenant had damaged several items in the house: broken the handle off of the new refrigerator/freezer door, damaged several fixtures in the kitchen, left what looked like motor oil and pet feces stains on carpets, removed the expensive thermostat in the house and replaced it with Home Depot's cheapest model (stealing a thermostat? really??!!), grew a mold colony in the clothes washer, left holes in walls, and littered cigarette butts all over the yard and through the landscaping... The tenants did not even vacuum the carpets before they vacated 2 days late, nor did they mop up the mud smeared all over the master bathroom suite, or take with them a battered rusty old refrigerator they left behind in the garage. Century Property Management permitted the tenants to leave the home in this condition, deducting only $151.50 from the tenant's $1500 deposit to repair a broken trash can assembly in the kitchen, fix the freezer door handle, and pay for the repair service call (according to an itemized list CPM sent to us). CPM then refunded the rest of the deposit back to the tenant, despite the myriad other damages to our property. SEVEN weeks later, CPM has yet to make these two small repairs they held back deposit money to do (and kept for themselves). They have refused to respond to our complaints, even when we have driven three times in one month to the house ourselves to take photos of its condition, and have sent those to CPM, documenting how the move-out condition differs from CPM's pre-lease condition report which they completed before the tenant moved in. CPM wrote in an e-mail that our comments about the property condition are "subjective" and that they legally cannot do anything about missing fixtures, the abandoned appliance in the garage, and "accidental" damages (CPM wrote that it will not have the freezer door handle fixed because the tenant did not intentionally break it--and it knows this, how??). Damage to one's property is damage, and the home in its current condition cannot be leased. CPM's delays in making repairs cost not only me, the property owner, but CPM as well in lost new lease revenue. We cannot understand their refusal to manage the property. Look elsewhere on Angie's List for a reputable property management company in Wichita, and steer clear of this one. Three months later, Century Property Management has done none of the work they claimed to have done or promised to do. Photographs of the property condition taken through February 23, 2014, and sent to Angie's List, prove this. Repeatedly CPM has been untruthful to the Angie's List mediator handling this complaint, to the property owners, and to Angie's List readers of CPM's response: [Member]...mentioned that we did not have references on our website and only two properties. That is false information. Owner?s response, 2/5/2014: This was not false information, as of 1/17/2014 when the complaint was made with Angie?s List. The Website could have been currently under construction at the time of viewing. In our defense we did state to everyone that it was under construction. Owner?s response, 2/5/2014: This was not stated on the website as of 1/17/2014. We received an email from [member] December 1, 2013 stating, without permission they had entered the home Owner?s response, 2/5/2014: CPM told us the tenants? move-out date was 11/30/2013, and we never waived our right to enter our own property after it was scheduled to be vacated by a tenant. The third item listed was the trash pull out unit. We did feel this was broken and charged the tenant for that. We had it on order to be replaced but the owners retrieved the keys from us and denied us access to the home to repair this Owner?s response, 2/5/2014: CPM had their own lockbox on the property door and full access to the house for 7 weeks. Owners ENCOURAGED them repeatedly to go to the home to make promised repairs, which CPM never did. Update, 2/28/2014: Even after owners re-keyed the locks on January 20 (customary after a tenant moves out), owners notifed CPM numerous times in writing and through the Angie's List mediator that access would be available for repairs. CPM has not, in 3 whole months, attempted any type of repairs or redress of the property damages. Number four on the list is the basement carpet. Now it is important to mention the owners only cleaned the main level carpet before the tenants moved into the property. They did not clean the basement carpets. Owner?s response, 2/5/2014: This is not correct, and CPM's own pre-lease condition report shows that the carpets throughout the house were in "excellent" to "good" condition, with minor traffic wear in the basement--not large, irreparable stains. This carpet did have spots and still had traffic stains at the tenants move out inspection, we sent out Hank with Steamatic to inspect the carpet for damages. Hank stated that there where ?spots? on the carpet, no pet odors, feces or vomit. Owner?s response, 2/5/2014: According to professional steam cleaning by City Steam Clean, hired at owners' expense, on 1/30/2014 (after CPM had promised to schedule carpet cleaners before the end of December 2013 and they had not done so), there WERE pet stains on the basement carpet, though the tenants? lease did not permit stains. The large feces/vomit stain did NOT come out, nor did the main-floor living room carpet stain, though steam cleaning removed the black motor oil stains in the basement. there was no mention of rusted our refrigerator in the garage. We did however tell the [member name removed] we would have it removed again at our own cost. Owner?s response, 2/5/2014: As of January 19, 2014, CPM did not do this, and the Owners had it removed that evening. We had put work order out to remove the ref, clean up and the cigarette butts, fix the freezer handle and clean the old detergent off the washer, (all to be done at our own cost). We also had a work order out to repair the trash cart with the funds from the tenant?s deposit. This part had to be ordered as the [member name removed] where informed on this. Once the part came in they would be out to repair all the above items. Before this could happen [member name removed] came in and requested all his keys to the property. Owner?s response, 2/5/2014: CPM had promised the owners on numerous occasions, between 12/2/2013 and 1/17/2014 that they would make repairs, and after 7 weeks, nothing had been done. Century Property has made every reasonable attempt to fulfill the desire resolutions from the [member name removed] but was denied access. Owner?s response, 2/5/2014: CPM had full access to the property, with their own lockbox on the property door, until January 20, 2014. In 7 weeks? time, they had made NO attempt to fulfill their contract or make repairs. The owner filed this complaint with Angie?s List on January 17, 2014. Update, 2/28/2014: CPM has done nothing they promised owners and the Angie's List mediator that they would do, or claimed that they had already done. CPM has made no repairs in 3 months' time.