I recently worked with Gabe Santellano, Rental Estate Agent @ Renter's Warehouse, when an unusual situation required me to be in an urgent need of a rental property. Some people are just really good at their job and I feel its important to acknowledge when you are blessed enough to encounter such an individual. Accordingly, I'm going to share the positive experience I had with Gabe. Our paths crossed when I discovered a beautiful house for rent on Zillow. Gabe got in touch with me within a hour of making an inquiry through the Zillow app. I had attempted to make contact with several other agents in regards to various rental properties and none of them were as quick to respond. Therefore, I feel that I have an accurate point of reference to compare his response time to. The thing about Gabe is that he is direct, which I like, and will stay on top of you when things need to get done, which I don't necessary LIKE but NEED, Lol! Gabe was particularly detailed when writing up the leasing contact between myself and the seller. It's reassuring to know that that the specifics of a binding arrangement is clarified in writing. I also feel that he advocated for my needs by working around the clock to help me facilitate a quick move. Here's the true timeframe that occurred: -Gabe contacted me Saturday around 1:30 PM (less than an hour after I requested a showing). I explained that time was of the essence as I needed to move ASAP. Once he understood why I needed to move quickly, he took it upon himself to act fast. -He met me at the property at 4:30 PM that afternoon. Upon viewing it, I instantly knew that it was a special house, far from a typical rental, and wouldn't stay available for long. -He emailed me the information necessary to apply for tenancy before 6PM. I completed it by 11PM that night. -On Sunday, Gabe informed me that he would have an answer from his company by the end of the day Monday. -By Monday late morning, he informed me that I passed the criminal background check and that the results of the credit check were ready for the owner to review. He stated that he would have an answer from the owner soon, probably by the next day. He let me know that my chances of getting the house were "looking pretty good." -On Monday afternoon, he let me know that the owner had provided a preliminary approval of my credit but had asked to meet in person at the house the next day as he wanted to be introduced to my dog, a large German Shepard. He set a meeting for the three of us (plus my dog) for 12:15 the next day. -On Monday early evening, Gabe allowed me to provide him with a deposit to hold the house. This kept it reserved while the results of the background/credit check and owner's final approval were still pending. When I became delayed in obtaining a money order, he let me meet him at his chiropractor's office across the street from my current residence. It was super cool of him to be flexible and accommodating of my needs. -On Tuesday afternoon, Gabe facilitated the meeting between the owner, myself and my dog at the property. Once the owner met my dog and felt comfortable knowing that he was properly house trained and was not a "digger," he consented to the move in. We arranged to meet the following afternoon after I got out of work. -On Wednesday afternoon, Gabe worked out the final details of the leasing agreement. When a slight hiccup occurred between the owner's request for an extended lease, he communicated my negotiation terms. Once this was resolved and we came to a mutual agreement, he wrote up the lease and emailed it to me. I signed it electronically and met him at the property for the final walk-through at 5:30 PM. He conducted a video recording in order to document the condition of the house. The house was almost perfect but he allowed me to point out minor flaws (eg: Slight paint scuff in a closet) and documented them diligently. In the rush, I had left the cashiers check for the first month's rent and the pet deposit at home so he followed me to my house and picked it up. -On Wednesday at 7PM, Gabe handed me the key, which signified my "official occupancy" of the home. In summary, I contacted Gabe Saturday afternoon and had an amazing, beautiful place to move into by Wednesday evening. In hindsight, I am able to better appreciate how quickly he was able to act. Yes, I have many attributes that make me a desirable tenant, but the property is also very desirable and I know that it would have rented fast to another person. Gabe treated me like a VIP from the first moment we spoke. Dealing with an unexpected move could have been a major life crisis, but it ended up being a positive transition. It was an overall incredible experience and I will always be grateful to Gabe for helping me through such a crazy week. If you ever have the opportunity to work with him, jump on it! read more

Renters warehouse is the worst company i have ever done business with carmen in the maintenance department thought she put the office phone on hold but she didnt i heard her in the background saying "who the f*** is michelle?" joe brantner said " you know the girl that has all the plumbing problems and wont stop calling" carmen then reasponds " i dont want to f***ing talk to that girl" within 10 minutes carmen calls back to tell me she didnt mean to say that and she is wrong for doing that. I have put in 11 plumbing tickets since i moved in 6 months ago and no one ever came out to fix the issues after the 12th ticket someone came out and snaked the outside cleanout and i was billed for the plumbing even though the landlord tenant act states the owners are responsible for this my contract also states the owners are responsible for the outside clean out then 4 days later that same toilet was backed up again APES plumbing informed us that if the pipe underground is broke it will indeed back up again in a couple days and it did just that. Piptech also came and ran a camera down the line and i formed us the pipe underground is broke and has a belly and this is what is causing the plumbing to back up i have recorded every phone conversation with renters warehouse. Joe brantner has been caught lying several times on recording. Justin bailey has all the proof of the prior plumbing issues that the owners of my house caused as well as the busted pipe underground the warped basebourds and the loose tiles with the grout missing ive had e of my own plumbers evaluate this and all have said the same thing and yet every time i try to talk to nick mersoff the big manager joe brantner will not transfer me to his voicemail. They are hiding all the reports from the plumbers that validated the broken pipe under ground i would never ever ever recommend this company to anyone from carmen calling me names and cursing openly about me to joe brantner thinking he runs renters warehouse and treating people like they are trash and shawn dow the "supervisor" being disrespectful to me as a women i have everything on recording and i recommend if you are currently doing business with this company now record all phone conversations since the day we moved in and signed a 3 year contract within the first 6 months the 16 year old hotwater tank blew and saturated the inside of my brand new Chrysler 300 the garage door was broke and took 2 companies to fix it correctly the plumbing began backing up a week after move in then 2 months after move in the toilets began overflowing for no reason feces and urine covered the home with my 3 children in it. To this day i pay 1875.00 for a 5b 3 bath and i am only able to use 1 bathroom but i am still being required to pay full rent plus the plumbing bills. The owners of the home have had hot water running through the upstairs bathroom to the point that my children burn themselves when using it. We have been told by renters warehouse to not use that bathroom at all so for 6 months i have our family of 5 o ly using 1 bathroom but yet they will evict me if i dont pay the full rent the landlord tenant act clearly states you much receive exactly what you pay for and i am definitely not. I wish i would have seen these reviews before getting in a contract with this company .... Please everyone stay away from this terrible company read more

I've been a renter with RW for 4 years. The initial experience was great. I'd moved from out of state and had only visited AZ once before transferring here with my company. The move was last minute and I needed a home for my family and they came through with a home that was in my price range a nice neighborhood and the leasing process was easy. My first 2 years in my home were pretty good no big issues.Over the past year, my experience took a nose dive. Any time I request a repair I receive several phone calls and texts (starting at 2am!!!) from the landlord demanding that I answer the phone. He's always unhappy at having to make repairs. I asked that he only contact me during the hours of 9a-5p moving forward and he agreed. I've contacted RW to request that he only contact me via writing or via RW because of the incessant calling and disruption he makes throughout my workday. They did tell him but he has continued to text me making demands. Recently, he posed as one of the plumbers to get into the house without permission. He came into my house pretending to be one of the plumbers and said he need to inspect all of the bathrooms for leaks. After inspecting and finding nothing, he starts grilling me with questions aggressively. I answered all of his questions and mentioned that we'd sent a request in to have the pipes inspected for leaks MONTHS earlier. It wasn't until then that he revealed he was the owner. I told him being on the premises and posing as a plumber was illegal and he said " This is MY house!" and continued to get aggressive, blocking me in my hallway. He followed me around arguing with me. I left my house and called RW. They confirmed that he wasn't supposed to be in the house per our lease. I tried to get him to leave but he refused. He said he was overseeing the plumbers work. I asked RW what action I could take given his increasingly aggressive behavior and they told me to let him stay and try to stay out of his way. I felt so invalidated and powerless. The agent did try contacting him by phone but he didn't answer. I was so afraid to return to my home. Eventually the agent asked me to go back and give him my phone so she could speak to him. I don't know if she realized she was on speaker phone and I could hear her, but she did NOT ask him to leave. She told him that in the future he needed to give 24 hrs notice but it was fine for him to stay this time. Which only enforced his already increasingly aggressive behavior. I threatened to call authorities and he did leave and stood on the porch. I called the police but the officer arrived after he'd left. I was advised by the officer to file an injunction of harassment against him as he was trespassing, and under AZ law his behavior is considered harassment. I'm hoping to be released from my lease early. I no longer feel safe here. I don't know what he is capable of. I'm disappointed that RW has no procedures in place to protect tenants from landlord harassment. I feel so powerless and vulnerable. Some guidance from RW would've been great. I'm scared, creeped out and violated! I'm a single mom with young children and it's literally triggering and my worst nightmare to have a strange man come into my home and threaten me. Help!!! read more

Absolutely HORRIBLE!!! If you find a place and RW is the management, RUN!!! Con artists at their finest. No concern for the tenant or the Landlord. Renting for 3+ years and never had so much trouble anywhere. The only reason we haven't left is finding a place we can afford. Even my landlord hates them and is so excited to end her contract with them. No concern for maintenance or safety of the property. Every time we needed emergency maintenance or even trying to pay the rent I would have to bypass RW and contact the landlord directly to update on what was going on and how RW was literally blowing it off, and she would have to call them and demand they comply. Kind of beats the purpose of having a property management company. We had no AC for a week in the middle of summer in Arizona at temps above 120 with babies in the house...they don't give a &%$#. We had to go stay in hotels which we were not budgeted for. We went without a working kitchen for over a month because they wouldn't fix the leaking pipes in the kitchen so it ended up flooding under the floor and leaking into the downstairs neighbors...then when the neighbor told the landlord...suddenly it's serious even though I reported it 5 times prior and they would come, say there's no leak, and leave. We had to eat out every day...which we were not budgeted for. Can you afford to feed a family of 6 out every day on your regular 9-5 job and still pay your rent and bills? I sure as hell can't RW wouldn't give any discount on rent for any of this either, had to have the landlord override them. Every month when I went onto the portal to pay, my login wouldn't work. No, it wasn't the password, because I have my browser save it every time it's changed. And yes, I had to call them to deactivate and reactivate my account every month....if that's not shady business I don't know what is. As a renter, don't think they'll be cooperative if you have to get rental assistance. They will not comply with your local CAP office. They will blow you off like they did us and postpone it to the point where they suggest you for eviction where if they had complied it would have been paid on time. So glad it's at the end of the lease. Again, had to have Landlord override them. She hates them and so do I!!! I will NEVER EVER rent w/ anyone who uses this company ever again...and I will let everyone I know aware of how these people at this company are. They're not empathetic at all. You are nothing to them but dollar signs. They give the run-a-round every chance they get. The most inefficient management company I have ever rented through. So sad, I liked the place we were in. read more

As a home owner who has used Renters Warehouse for three years, starting September 30, 2016, I urge you to think twice before doing business with this company. The only saving grace has been their employee, Michael Ray, who helped get one-year and two-year contracts for tenants. Michael Ray works out of the Phoenix area and is excellent in screening and acquiring tenants. Now for the rest of the story. Fortunately, I live only 10 minutes away from my rental property and can take care of any maintenance problems with renters which is a good thing. Since I pay $89 per month for the Renters Warehouse maintenance program, I tried using their maintenance program for repairs three years ago and was told that the cost would be $275 for their vendor just to come out plus additional hourly costs to fix a broken water line in the yard. I called my own maintenance person and had it repaired for $100. After this experience and upset tenants, I now have my tenants call me direct and I do my own repairs or hire people in the area. Renters Warehouse was supposed to do walk-ins twice a year with the tenants to observe any damages done. In three years, this has never been done. On September 30, 2019, I cancelled my contract with Renters Warehouse and was supposed to receive my security deposit of $1450 within two weeks. So far I've talked with five people to find out when the security deposit will arrive and have not once had a response from anyone. They always tell me that they will contact the Financial Department who will contact me, or they put me on hold and come back and say the line to the Financial Department is busy so call back later, or they keep me on hold forever and don't respond. After a half hour on the phone, I hung up one time. Another time Customer Service finally gave me the Financial/Accounting Department phone number which goes back to Customer Service again and we go back to the circle of promises that never arrive. The only reason I gave them one star is because MIchael Ray did a great job of screening and finding suitable tenants for my rental property, but don't count on any responses from the company. Renters Warehouse are takers (of your money) not givers. If you want peace of mind, don't do business with these people. Check the reviews of other people's experiences; they are receiving one-star ratings for a reason. Still waiting for my security deposit. Frustrated, Eugene B. read more

It is now 7/11 and we have still have not heard back from RW. Since our request to start the eviction process in 6/23, no one has reached out to us, even after two follow up emails and a phone call. I sure hope they don't take their monthly fee for July because they sure haven't earned it 7/6 This is the worst company! We've had tenants for 10 months and of the 10, our renters have been late with their rent for 9 months. In addition, the late fee goes to Renters Warehouse. They also raised their fees and their service is severely lacking. I'm not sure what we pay for each month. We have to call them EVERY month asking where the rent is, and the standard answer is "we have left a message"! Seriously! Here's an idea, go to the house. The tenants are in violation of the lease and when we wanted to start the eviction process, they said we couldn't because they made a partial payment...which outlined in the lease states tenants can't make partial payments, but RW accepted anyway. Breach of contract, um yes. If a tenant makes a partial payment, RW takes their fees first. This place puts NO effort into helping its clients, and why...they are getting paid without doing anything. You never have a specific person assigned to your account, you never get statements on a regular basis and you have to call multiple times to get a hold of someone. Even then they have no answers. In June, renters didn't pay until the 20th, but they wasted NO time advising us that the air wasn't working. Maybe we should have sent someone to fix it 20 days later. Not sure how RW can't get in touch with the renters?? If we are required to fix issues within a specific time frame, renters should be required to respond within a specific timeframe as well. We've notified Katie that we spoke to two lawyers, sent her the information that showed they are in violation of the lease agreement and requested they start the eviction process. To no surprise, we've followed up 3 times requesting an update and nothing. What DID we get...a notification that the tenants haven't paid for July, shocker! Will RW do anything more then leave a message with the renters, I won't count on it. All I can do is warn others not to use this place. Contacting the BBB is next. read more

I am a property owner and originally rated Renter's Warehouse five stars 2 years ago when I started working with them. That review was based on my experience with Brandon in sales. Brandon is wonderful and has been for the 2 years I've been working with him. I can tell he truly cares about finding a great tenant for my property. He is always helpful, knowledgeable, professional, and responsive when I work with him. He is the reason I've stayed with Renter's Warehouse as long as I have. With that being said, the customer service department at Renter's Warehouse needs improvement. It appears to be very unorganized. It's a good thing I am organized and track everything because I typically have to fill them in on what's going with my property when dealing with customer service. More often than not, I have to follow-up on emails I send and voicemails I leave, several times. When calling the main number, there isn't an option to speak to someone in customer service, there's an option to speak to someone in sales about renting your property or submitting an emergency maintenance request. That's it. It's quite frustrating. I also received a live check at my home address with another homeowner's name on it. Having my home address associated with another account is not acceptable. This month (7/2016) I never received an owner's statement, when trying to log into my account (which I've successfully done for 2 years) I received an error stating my email address wasn't associated with an account, and it took several emails, phone calls and follow-up just to receive my portion of the rent which the tenant paid on 6/30. This was very time consuming. Overall, Renter's Warehouse does not appear to make customer service a top priority. I even sent an email to Shawn Daw the "Director of Customer Loyalty" expressing my concerns almost 2 weeks ago and it has yet to be acknowledged. Please shop around when looking for a management company unless you have the time to manage Renter's Warehouse. read more