I rented a furnished "luxury" 3bd condo through Tim Allen at West USA Realty. I got the impression that Tim is a nice and reasonable guy whenever I was able to get in touch with him (we even got a small rent credit for all the trouble), but the communication was consistently godawful. Text, email, phone, work orders; literally every time I had to contact this company (from begging for the lease contract to getting clarity on the security deposit) I needed to follow up at least once to move things forward. I originally wrote this review to detail each point of communication (like 8-10 distinct threads) and how it was a consistent cycle of unnecessary stress followed by empty apologies. I've already shared most of that feedback privately and don't want to push the character limit on this review. Most memorable for me was that, despite asking several times during the two weeks leading up to move-in, I wasn't provided with the lockbox code, wifi info, or much of anything at all. I finally got this info around 10 AM *on move-in day* after speaking to Jacquie Kellogg, who was terse and asked me "Do you have Tim's number?" before telling me she'd call me back. Tim sent me the info. Jacquie never offered any apology. $4500 per month--that is fruit basket on the doorstep territory when the realtor commits a move-in gaffe such as this. Another calamity was when the fridge broke. The handyman came and he just had to mention that he used to work with Tim years ago but that he stopped because his invoices would mysteriously go unanswered for months. I felt like I was in one of those Goosebumps books where they find out who the villain is in the most cliche way possible. I came out to Flagstaff intending to buy a vacation home, pre-approval letter in hand. Based on my experience as a renter, I became cynical about the prospect of working with a property manager. I thought paying a premium would guarantee me a certain standard of service but I truly believe that working at West USA is viewed as a clock-in/clock-out job where it's totally fine if emails from June are getting answered in August. My eyes water when I have to admit how much I paid to join the backlog. read more

Tim Allen and West USA was the absolute worst experience we've ever had as tenants or as renting out the home we own. It's difficult to recount the number of terrible incidents that occurred coupled with the bad attitude and lack of customer service. That said, the most memorable was the back-up of the septic tank, after we had previously reported a foul odor and repeated back ups of toilets in the home. When the septic completely backed up occurred, filling the bathtub, I sent photos of what was happening and received no reply from Tim and no assistance with the clean-up. My daughter wouldn't bathe in the tub afterward, insisting, "It's hard to get that out of my mind." True. The company that eventually arrived to deal with the tank suggested this was 10 years in the making. Septic tanks require much more frequent maintenance. Nearly every appliance in the home broke down during our one year rental period (for which he insisted we pay a month's rent prior to arriving on the property to hold it), the central heat (in Flagstaff) didn't function (we were advised to purchase space heaters), and there was little if any hot water or water pressure, despite the high-market value rent we paid. All of these amenities were included in our contract. The response from Tim regarding the consistent breakdown of appliances (washer, dryer, dishwasher, septic, heating system) was: this never happened with previous renters, implying that it was our doing. Perhaps the complete lack of attentiveness and maintenance on the part of West USA had something to do with that. After the dishwasher worked only intermittently before Christmas, Tim indicated that we needed to wait until it completely broke down until replacing it; it took three months before we had a functioning dishwasher, supply chain issues aside. And these are only examples. Despite the inconveniences (and time we had to allocate to cleaning up the septic back up in our baths, showers, toilets; handwashing dishes daily for a family of four; and finding alternative means of washing and drying clothes), Tim never offered to compensate us with a reduction in rent; rather, he gave us 45 days notice to relocate, in the summer, in Flagstaff, because the owner intended to return, when less than 15 days prior, we received an automated email about renegotiating our lease for the coming year. Both Tim and has assistant were rude, incompetent, and failed to execute their duties as property managers, to the extent we considered legal action. When we began looking for a home to move to, the only criteria was nothing offered by Tim Allen and West USA Realty. We have rented homes from multiple people in multiple states and countries since 2000, and have in fact become long-lasting friends with many of them - we care for homes we rent as though they are our own. And, as homeowners who rent out our home, strive to maintain the property and respond to needs as quickly as possible. This review requires I select a star, one star being not good. It's much worse than 'not good'. No stars. Tim Allen and West USA are the absolute worst. read more

Tim Allen provides zero confidence to you as tenant. He is extraordinarily distant and offers little help to you if you need anything. If you get the slightest bit mad at him he begins to play the victim game and will be condescending to you if you don't get on your knees and beg. I've never had dealt with such terrible customer service. I'm sorry that you're too "busy" with your 200+ properties to close out a lease and give me my deposit in a timely manner . Per Tim on my phone call today: "I'm not legally obligated to be nice to you, you fucking prick" and "you could've had the check for your deposit today ya dumbass, but you're not being polite so you won't. You'll get it by the mail". By the way, had you used your words to explain that we had to give you our address in the first place this could've been avoided, you loser. But no you decided to say absolutely nothing out of spite. I don't know how you can't fathom someone being mad at your service for doing absolutely nothing. By the way, thank you for allowing the realtor to break the rules on the lease about 48 hour notice of entry during the selling process. read more

After the dismal real estate sales market this summer, we listed our home for a long-term rental with Jacquie Kellogg and Tim Allen. To date, we have had a great experience with Tim and the team. Tim has been forthright, honest, and transparent with us throughout the process. I appreciate that the lease agreement is very specific for tenants in terms of how to care for and maintain our home. Also, Tim spent a great deal of time with us answering questions, and responding to texts and emails. This was a very stressful transition for us that the team made easy and seamless. Now I just hope that our tenants enjoy our home as much as we did. read more

Jacqueline K. Said you wish you could post a picture of the large closet in the master bedroom? Are you crazy? It was padlocked. !!!! More dishonesty from West USA. Monday night when I talked with I told you "I can't stay here." That doesn't mean I don't want to or I'd rather not but I Can'. If I say I can't swim what does that mean. I guess you would say oh the water isn't that deep just jump in and you'll be ok. Duh! Did I need to say I'm leaving. we had to stay Monday night because we had no place else to go. the next morning we had to find another place to stay for the rest of the week because as I said " I can't stay where there is no air...hello. You can give me a refund which is the only honest thing To do. But if you are only a money grabbing con artist that will never happen. I am a believer in the saying "what goes around comes back around." I have seen it happen many times in my life. You can only take advantage of so many people and then you will find yourself and business in over your head. How do you sleep at night. When you said you wish you could take a picture of the closet that just told me who you are. read more

Jacquie has always been good to me and to her community! Keep up the good work! I would also like to think she is one of the most knowledgeable and fun realtors in Flagstaff. read more

I've loved working with West USA Realty in Flagstaff. Have since rented two houses through Melody and each time has been fantastic. She's addressed issues promptly and was very thorough throughout signing process. They were nothing but flexible with move-ins and have been nothing but a pleasure to work with. Depending on your budget, Melody has an amazing selection to offer and compared to other property management companies in town, I won't go anywhere else! I have yet to work with a property manager so willing to go out of their way to help than with Melody! Thank you Melody and West USA! read more

We have a nice 4 bedroom two story home in Flagstaff that we have been renting for the past year or so. Our tenet moved out in December with lots of notice. This agency failed to find us a replacement tenet. When I finally switched the listing to another Flagstaff agent I got a very grumpy email from this agency accusing me (the customer) of being unprofessional. If you are looking for someone to handle your rental property I would suggest you keep looking unless you like being called "unprofessional". read more

As everyone else is saying...Melody is so rude and unprofessional. She blames us for everything when it isn't even our fault and she avoids issues at all costs when there are serious problems with the house. She's childish and doesn't know how to talk to people without being mean about it. I honestly think she gets joy out of other people's misery. read more

I have never had such a terrible experience dealing with a realtor. My roommates and I (4 total) rented a house in Flagstaff. We were students at the time (Seniors) and did have pets. She originally told us she had a house for us and it was ours if we wanted it. We said yes then didn't hear from her for a week. She finally got back to us after being MIA for a week and said the house is not ours and we can't move in. This was just the beginning. Then, she found us another house and we put our security deposit down. It was just an awful experience the entire year. My roommates moved in first and the house was FILTHY. I'm talking cat vomit on the stairs, just disgusting. We then politely told her the house was not clean and she was extremely rude to us about it. Every time we contacted her she acted as if we were a bother (even though this is her JOB?!). We had issues with the washing machine and we were told it was user error (but the issue occurred multiple times). It also took her about a month, if not longer, after cleaning and move out, for her to give us our refundable security and pet deposit back. Melody took out money from our deposit for "yard maintenance" but when we moved in the yard was a disaster too. She talked down to us as if we did not know anything. Melody was extremely unprofessional, inconsiderate, rude, the list goes on and on. I would suggest not renting through West USA Realty in Flagstaff because Melody is in charge of rentals and she is absolutely terrible. I don't know how she still has her job, but do NOT rent through West USA Realty. Nothing but issues the entire time. If I could rate this with ZERO stars, I absolutely would with no hesitation. read more

Rating is actually -5 West USA was responsible for property managing my condo since July 2005. All was good until Jacquie Kellogg owner of this West USA Office 2500 S. Woodlands Vlg Blvd Suite #3 Flagstaff, AZ hired Melody Riccobono and had her take over handling my condo in about 2016. They failed and Jacquie ignored the issues going on with Melody. The YELP reviews show how unhappy people were with their treatment by Melody and by Jacquie. Vacation renters, full-time renters were all treated with disrespect. It is Jacquie's responsibility to know what is being reviewed and why. Her company was going to suffer but she didn't get rid of Melody until about December 2019. Had she responded to the reviews and gotten rid of Melody long ago I would not be filing a complaint now. Leaks were left un-repaired for months and did not advise me of it. I found out on 6/5/2019 when I was there to do some renovation to condo. The bathroom floors upstairs were destroyed by the leaking. It cost me $5609.08 just for the bathrooms less $820 given to me for damages. Not even close. Mold had grown inside both vanities as well as all along walls. Master bedroom wall was also affected. The floor had to be cut out in master bathroom, hall and master bedroom, new sub-floors had to be installed. Jacquie has not taken responsibility for the damage caused by her employee Melody Riccobono's neglect. She say's it was my fault. Per Jacquie, Melody said she called a plumber to fix the leaks. There isn't an invoice showing it had happened. Nothing deducted from my rent payment, which I'm sure would have been deducted if there was a bill. I don't know if I am able to be reimbursed by Jacquie's Errors and Omissions Policy. I do want to see this going against her license. I don't want anyone else to go through what I have gone through. Anyone who has a contract with this WEST USA Realty for property managing full-time rentals or vacation rentals should have Jacquie inspect your units for leaks not repaired. No telling how many others are having the same problem. This will save you from going through what I have. read more

I would not recommend West USA Realty in Flagstaff. When we moved in there were cobwebs, and dust everywhere. Two lightbulbs didn't work the gutters were full of Pineneedles. Right away my husband got up there and cleaned them out instead of calling someone or letting them just fall off because of the weight! The washer overflowed flooding the carpets and no one returned our calls all weekend this happened on a Saturday we bought a carpet cleaner to clean them completely and we didn't charge them anything for that. When I left the house it was spotless and I had the carpets professionally cleaned but yet I was charged over 40 dollars for the two lightbulbs that didn't work when I moved in. I did Fill out the move-in condition, and we patched nail holes and wash down the walls that were filthy and replaced plaster in the hall that had fallen off and we were still charged $300 for cleaning I did not agree with this as that house was clean spotless! This company takes advantage of people, I do not recommend them, if I could Give Negative 500 stars I would read more

Ryun Mann handles my property management for my home in Flagstaff and is nothing but amazing. I recently had a slow leak at the house that wood rotted underneath my home. He handled all communication with my insurance and set up contractors to repair the damage. He made what could have been stressful process, pain-free. Thank you Ryun! read more

If I could give no stars I would. West USA Realty rented my family a home and it was nothing but a nightmare. Melody is to be avoided at all costs. She was rude and unprofessional. Do not rent from this company!! read more

Signed a rental contract with this Realty Company for 3 month summer rental as they were property managers. Upon arrival to the rental property in Flagstaff it was found to be dirty with no stainless steel barbecue as advertised, broken tiles on patio, patio chairs scattered around backyard debris with bird stains on chairs, layer of dirt on patio with green hose strewn across, and three cartons of beer on top. No lights were working on front or back patio.(never fixed during stay). Ironing board was broken.(never fixed) Wi-Fi off and on during stay. Windows were dirty with cobwebs and spiders. Blood stain noted on bedspread. Poor management. Pictures were misleading on VRBO/363061. Posting this so other potential renters do not have to experience what we did with a summer rental in Flagstaff. read more

Melody is one of the property managers and she is hands down the worst renter that I have ever came across. She is rude and snippy and talks down to everyone of her tenants like they are all beneath her. When moving out and waiting for our deposit she was distant and flakey. Then when we were given our deposit she charged nearly 3k for cleaning and damages. I spent an entire week cleaning and making sure our home was left in a respectable condition and yet she overcharged us an outrageous amount of money. It's unbelievable that this place is even in business and that this incompetent women even manages a business. There is a special place in hell for melody. read more

I've had the pleasure of renting a couple different properties from Melody Riccobono. I no longer am a renter and have bought my own house, but future renters I would highly recommend getting in contact with Melody! She was super helpful, always friendly, and very responsive to any and all my needs. She was fair & always had the best interest of the renters while keeping in mind the property owners. She is a great realtor! read more

My husband and I rented from Melody at West USA, for several years and had nothing but, great experience's. Melody always provided excellent customer service, even through rough times; always understanding and compassionate. Additionally, the security deposit was received within a week of moving out, very fast! My husband and I, highly recommended Melody at West USA. read more

I would give them zero reviews if I could, but I guess 1 shall do. This is a terrible realty company, and I advise anyone to look elsewhere, because you will be screwed over SEVERELY. I had a $2000 deposit on a house with a couple of roommates that we rented for a year, and all we received back was $6. $6!! It was outrageous, they clearly had all of their handymen and carpet cleaners rigged, and "claimed" that there was cat urine all over the carpet, all over the house, when that wasn't true at all! We never had a pet in that house once! They had the carpet cleaners lie, and create some type of fake receipt for it. They also took advantage of every small imperfect detail in that house, charging over 60$ to replace all the lightbulbs in the house (that all but 2 worked perfectly), and charging over 200$ to paint the walls for "mismatched paint" and also to cover up push pin sized holes. All of the appliances in the house were falling apart, and when contacting them to fix it, it took them weeks to get to it. This realty company, clearly was trying to screw us over to fix up the entire house. DO NOT GIVE THIS COMPANY YOUR BUSINESS. THEY WILL TAKE ADVANTAGE OF YOU. read more

If you contact West USA get ready to get treated like garbage! I contacted Melody, one of the realtors, and she is horrible to speak to. She cut me off mid-sentence 5 times in a two minute conversation and refused to let me articulate my question or explain my circumstance. Which was that one of her current tenants wanted me to replace them after they left. Melody had been informed of this situation and had been provided with intent to leave by the renter. Despite this she refused to acknowledge that she had ever spoken to the renter about me or their request ( despite the renter being my friend and giving me regular updates). I emailed Melody to try and explain my questions more thoroughly in a way where she couldn't interrupt me. Her response was dismissive and rude. I contacted the owner of West USA Flagstaff, Jacquie Kellog, and asked if there was another realtor that I could work with, as I felt that I had started on the wrong foot with Melody and expressed my concern that Melody would not consider my application, based on how rude she had been from my inquiry. I went a week without hearing from Jacquie Kellog or Melody. The tenant then and told me that Melody has contacted him saying she "would never consider any application" from me at "any property" she managed. I then sent Jacquie Kellog a follow up email asking is this was the case, and expressing my disappointment if this is in fact true. Jacquie Kellog responded to me email accusing me of harassment and making threats and said that West USA would not consider my applications at any property. She then proceeds to swear at me and hurl insults, all for having asked to work with a different realtor. I absolutely dispute the notation that I was "aggressive" in anyway, I was reaching out for help and I was met with nothing but hostility. I cannot image what would cause a presumably professional person to swear at a person trying to submit an inquiry to them. I have pasted our exact interaction via email below. I would absolutely warn anyone against using West USA realty, it is not worth the verbal abuse! The only positive from this experience is that all of Jacquie Kellog's inappropriate and unprofessional emails to me have been saved and I would be happy to share screen shots of them with anyone who might ask! Warn your friends! From Myself- "Hello Jacquie, Unfortunately I was informed on Sunday, by way of the tenant I wanted to replace, that, per Melody, I should look else where to live and that any applications submitted by me at this property or any others that Melody manages will not be considered because I emailed you for help. Since I have not heard from you or Melody in the last week I expect that this is probably what I should consider the resolution to my email. I am disappointed that this was how my concerns were handled, especially considering my most recent email to you where I highlighted I was worried that I would be discriminated against because I had sent in a complaint about having been treated poorly. Which seems to be exactly what has happened. Are there any pieces that I am missing from this puzzle or will I be better suited to look somewhere besides West USA for help? " From Jacquie- "I'm gonna be honest, I did not answer your last email because I referred it to Melody. Considering the place isn't even up for rent yet, you're harassing me, and already making threats. Pretty confident we're not going to rent to you thanks for your interest." From Myself- I have made no threats to you, melody, or West USA. I made an inquiry, I did not harass anyone, and I was treated horrendously by Melody and yourself. This will be the last email you receive from me and I will be sharing my experience with West USA to my friends family and coworkers so that they may avoid these same experiences. Have a nice day. " From Jacquie- "Let's be honest. You have been a little "aggressive". I understand you want the property. IT'S NOT CURRENTLY AVAILABLE! Threatening to talk shit about me to all your friends and family is your prerogative. It doesn't change the fact that the property is not currently available and we can't take an application on it. Your attitude and bullshit does not make me want to rent to you. If you are this much of a PITA now, what will you be like as a tenant. Food for thought sweetheart. " read more

I dealt with Jacquie Kellogg. When I moved into one of their homes, there was some maintenance/touch up needed. It was dirty, carpets needed deep cleaning, all around walk through was not completed. Fireplace was never cleaned out, the deck was always being done with low quality materials, so it was continuous maintenance. When I moved out I was charged for dog scratches on doors that were there when I moved in. To get things repaired it needed to be fully broken or truly needed. She kept mentioning to us that the rent in the area had been increased and we were eventually doing to have an increase as well. Which I believe was the real reason her attitude changed. All my deposit was kept for cleaning/things they should have repaired or replaced. I took pictures but after being their for 7 years, I did not have the time or energy to find them and dispute it with her. I just hope Karma comes back to her and her agency. Would not recommend West USA EVER!! read more

West USA was great with my rental. Always responsive and would text me late at night. Melody went over the lease with me, which I really liked most just give you a lease and tell you to sign, she took the extra time. She was always nice and very professional. read more

Like everyone else is saying, I would give them no stars if I could. I hate to do this to the entire company but Ryun is the most unprofessional realtor I have ever worked with. The woman at the front desk was extremely helpful and was very caring and concerned with our particular situation. We applied for a house on a Thursday and did the entire application process correct and Ryun went out of town for a week (his phone turned off) and never explained to us that he would be gone for a week. Also, keep in mind that my husband had talked with him on Friday, wondering where we stood with the house (we were on a deadline) and Ryun made it seem very promising; while on the phone my husband proceeded to ask him when he can get back to us and Ryun hung up on my husband and went MIA for a week. We were patient with him and assumed that he would get back to us, considering that we were moving a week later, and he never did. We called, texted, emailed him multiple times and he would never give us answers. It is now 5 days until we need to move to Flagstaff and we have no place to live because Ryun strung us along (for 2 weeks) only to tell us that, "it's just not going to work out" over a text message to my husband. For the both of us, it was an $80 application fee and he is not giving us our money back because of his poor communication skills and lack of professionalism. DO NOT EVER GIVE THESE PEOPLE YOUR MONEY IF YOU ARE WORKING WITH RYUN. read more