Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I hired Real Property Management Rincon to manage our rental property for the past two years and found out that our house had over $13,000 in damages when the tenant that they managed moved out as of August 31, 2023. When we questioned RPM about how they could allow our home to get like that, they took ZERO responsibility. We had no choice but to terminate our contract with them since repairs were moving extremely slowly and we began questioning the validity of the amount of money they were charging us for repairs. We also had reason to believe they were not truthful about who their “vendors” actually were and were pocketing much of they money they were charging us. We fired them as of November 1, 2023 and asked that they return the keys to Yvonne Gallego, who has power of attorney since we live overseas under military orders. It is now January 3, 2024 and they keys still have not returned, although RPM claims they mailed them to Yvonne's address months ago. We already paid RPM $147.50 to rekey the house on September 25, 2023 after the tenant moved out. We will finally have a new tenant moving in on January 15, 2024 after spending the past few months correcting the work RPM had done and completing a long list of repairs to the home. It is not ethical to allow the new tenant to move in not knowing what happened to the keys RPM was supposed to return, we do not know if they still possess keys to the property or who else may have keys at this point. RPM was responsible for returning the keys and did not, therefore they should pay to have the house rekeyed, yet once again, they are refusing to take any responsibility for the issue. We should not have to pay to rekey for a second time because RPM did not fulfil their responsibility of returning keys to the home owner for a property they no longer manage. We cannot allow our tenant to move in without having received the keys back from RPM. We need RPM to have it rekeyed ASAP and pay for it themselves.

  Business Response

  Date: 01/09/2024

  It is unfortunate that this situation got to this point considering most of the damage done to the property was by the tenant, owner's pool company and the age of the home. I will respond to the issues that are in the complaint below.
  
  As stated in the complaint the tenant moved out on August 31st and the keys were surrendered to our office. We scheduled a walk-through of the home with the tenant on September 6th. During that inspection it was determined that the tenant caused damage to the home and was neglectful. This was not a complete surprise as we noted some of the items on our 6/22/23 quarterly inspection report which was sent to the owner that the tenant was not caring for the home as any of us would have expected. Based on that inspection we recommended to the owner that we not renew the lease for another year which was due to renew on 9/1/23.
  
  The complaint mentions the idea of "pocketing" money but there is no basis for this. Vendors were used to perform these services and it was done at the approved price. The wall repair and the landscaping were done in September and there was no question about either of those items until the middle of December. This was after the owner's mother visited the property on a number of occasions including once with me on October 13th. Both vendors that performed the work were paid for the work done and over 2 months passed before the work was questioned. 
  
  The keys were mailed from our office on November 3rd to the address indicated in an email for the owner's mother. They were provided with a key from the lock box at the property so gaining entry was never an issue for them. Once they notified us that they didn't get the keys I offered to meet at a hardware store to pay and get more copies of the existing key made as we no longer have keys for this property. If the primary concern around the keys is that we still have them and access to the home, it would be a good idea for them to get the property rekeyed anyway considering we have a key machine at our office and we could have made keys for ourselves prior to sending them in the mail. 
  
  We did all the work that was approved including rekey the property. After all that there was still a balance of $88+ that we credited just to try and make the transition smooth. Considering that amount and the fact that we offered to make copies of the key I don't think there is anything else we can offer at this point.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is unprofessional and doesn't carry out their services as promised, and as paid for. I paid $75.00 for what was supposed to be an application for a house rental. That took the money never checked my credit, or contacted my references. Instead they took a week to write me an email stating they chose not to accept me as a rental clirent even though I quailified on all aspects of the application. This company is very unprofessional.

  Business Response

  Date: 04/11/2023

  Hi Mr. Bertelsen,

  I am sorry that this wasn't communicated to you better but the owner of the property took the property back and did not want us to move forward with the application. We will refund you the application fee.

• Initial Complaint

  Date:03/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email on 3/7/2023 while I was bathing I just saw the title that said 5 days past due. I got out of the bath and went to computer to pull up account. I realized that I had not set up auto pay for the current lease. I made the payment including the late fees and sent an email asking if there could be an adjustment to late fees in the amount of $300 I I was answered with that I had already received this one time fee reversal. I explained that I had been a tenant for over six years and only had the reversal fee one time and that yearly tenants get the same one time reversal. The next day March 8. I proceeded to send another email to the leasing manager, asking if anything could be done about the fees I admitted it was my fault, there was a new lease started and I just had forgotten that I did not have an auto pay. I sent them a copy of an image for the check it clear my account Erica the accounting manager, then reached out to me and was very rude. She said that I was lying , and then I was rude and she was no longer going to deal with me. I have never had an issue with this company until then I was disrespected I have never been treated like this from a prior rental company and anyone I have ever dealt with there I have always been respectful to. I would like an apology and a reconsideration of the late fees that were charged.

  Business Response

  Date: 03/20/2023

  I am sorry that Ms. Lane felt this situation wasn't handled professionally and I will continue to look into that issue. Our accounting department is stating that they explained that the fee wasn't going to be waived and Ms. Lane was not satisfied with that answer. Unfortunately, at this time we are not able to waive the late fee as that has already been done in the past.

  Business Response

  Date: 03/30/2023

  Hi Jessica,

   

  I am sorry that your experience with this was less than satisfactory and we will continue to work on improving the service that we provide.

  Customer Answer

  Date: 07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19559215, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Kristi Lane
  
   
  

• Initial Complaint

  Date:11/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently moved out of Red Rock, AZ and our previous landlord's management company is demanding we pay all of the lease, while making no effort to re-rent the property. On Mar. 31st, we notified the management company REAL PROPERTY MANAGEMENT RINCON INC we would vacate in 30 days. We moved out on April 25th, dropped off the keys in their office, the property was clean and in a good condition. We paid for May's rent and advertisement fee to re-lease the house. In June, the company refused us to pay rent online, and sent us a bill for rent from June to September. They also kept our deposit without sending us an itemized list. We have been asking them for proof that they tried to re-lease the house and the money they accused us to pay. They didn't send us any proof, except threating to sue us and send us to collection company. Now their collection company is harassing us. We disputed the debt which the dated is 2019, we didn't have any contract with the management company at that time. We asked the collection company Capital Accounts LLC to give us information to validate the debt, but they gave us no information. They are still sending the debt to the credit company without providing us any of the information we asked for. Also, we twice asked them in writing to stop calling us, but they just kept calling. We asked them to only correspond via mail but they would not. The REAL PROPERTY MANAGEMENT RINCON INC didn't put any effort to releasing the house, just sitting there to collect our money, which is against Arizona's landlord and tenant's law. Houses in Red Rock always be rented in one month on the market, but for 5 months they didn't try to release the house. We want REAL PROPERTY MANAGEMENT RINCON INC to drop all of their billing regarding June through September 2022 as no reasonable effort to re-leasing was made. We want the company to pay our deposit $1100 and May's rent $1150 back and the $250 for a "marketing fee".

  Business Response

  Date: 11/15/2022

  TeI am attaching my correspondence that we have had with Ms. *** and Mr. *****. They owe money which is why we sent it over to collections. As you can see from the attachment we have answered all of their questions and concerns. If you feel like something wasn't addressed let me know but at this point the owner of the property is wanting their money.

  Customer Answer

  Date: 11/15/2022

  We are just asking for the proof that RPM was attempting to re-lease the house and proof of why RPM kept our deposit. We were shown no copies of cleaning or landscaping receipts. We will billed $250 for "marketing costs" and asked for an itemized receipt for this as well. We received nothing.

  
  

  RPM is claiming that our debt was as of 9/14/2019. This is before we ever signed a lease. The collection company is claiming that we owe $1461.74 from interest on a debt that existing prior to even signing the lease. I want to see proof that we have some debt in that timeframe. 

  Business Response

  Date: 11/16/2022

  A closer look at the ledger would show that as of 5/9/22 there was a zero balance on the account. It wasn't until June that an outstanding balance came into play. The lease was not up until the end of September and that is why they are being charged. The owner is wanting to enforce these charges. When the account gets turned over to collections there are going to be other fees including interest that will be incurred.

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We previously requested a walk thru w/ the Rincon Property Management, before we took the keys, this was refused. On 7/01 received keys went to **** * ***** ** ** ******* and noticed that there was a bad odor in the place and that the Oven, Refrigerator, Washer and Dryer, Toilets and floors were totally filthy (see photos). We were going to paint so we put in Maintenance requests ( 9 in total) and notified them that we would be charging a cleaning fee. On 7/3 saw many roaches - notifed them - they did not schedule anyone until the 13th (this is still a problem on 8/7) this caused us to delay moving in until the infestation was cured. on 7/31 went by 5409 (we were still trying to move in) there was water running down the walls and puddling on the floor. We gave them 5 days to rectify these ongoing health issues. As of 8/7 RPM gas not rectified any of theses issues satisfactorill. on 8/5 we gave RPM notification of “Violation of obligation to maintain fit premises”. They are refusing to return our Security Deposit, Rent Payments (we were and still are unable to move in), improvements (they allowed us to paint) and fees paid. These people are slum loards. I now have bronchitis and cannot be in the property for more than a few minutes before I begin wheezing. we are requesting $6,570 returned to us.

  Business Response

  Date: 08/10/2022

  WE have been working the issues that are relevant to the lease that was signed. We provided a one time pest treatment to the property even though the lease specifically states that Ms. *******-******* is responsible for pest control. The fridge is actively being worked as well. She saw the property twice prior to move-in and the lease specifically states that the property is being lease "as-is". The most pressing issue is the roof leak that is actively being worked on by the HOA considering this is their responsibility. We are subject to their timeline but we have not been presented with any positive results of mold etc. 

  Customer Answer

  Date: 08/18/2022

  we gave RPM 40 days to address the health and safety issues related to **** * ***** ** ** *******. The roach infestation, leaking roof, mold, no working refrigerator, pet stained and urine soaked carpet & pad, a death occurred in the home less than one year prior (we asked they said no one died in the home - this was a lie) filthy premises were ALL pre existing conditions.  We had ABSOLUTELY nothing to do with these issues.  RPM told us that the property was professionally cleaned and was fit ti inhabit. It was in no way habitable. RPM - based on research that I have done seems to have a habit of trying to hold people deposits and make the new tenants pay for them not ding their due diligence on the property they manage. I was given a verbal we are release of you and you will get a full refund form Joanne Ahern the person I was dealing with regarding our less than 40 days with the properties. That they did not notify us the NEW tenants that there was and active roach infestation, leaking roof etc. Is due to RPM being underhanded and not inspecting the property at all. It took 3 weeks to even get Joanne to look at the place - I requested and was denied a walk through with someone from RPM before they handed over the keys. I world NEVER have leased a place in a filthy condition nor if I knew that there was an active leak.  The HOA has informed me that the owner of the property knew full well that there was a leak in the roof and that someone has died and so did RPM the non working refrigerator and roach infestation put RPM and the owner of the property in breech  per Arizona statute of contract and they are duty boing to return all monies including the cleaning and paint that we did with their blessing. We want a full refund. Including cleaning and painting. Per ARizona  law they had 10 day to remedy. And we gave them 40 they did not comply

• Initial Complaint

  Date:06/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to this company 6/1 regarding a listing for rent at 6025 E Fangio Pl, Tucson to see if I could get a virtual tour as I was not able to go in person due to being out of state and needed housing secured for July 2022. I called and left several messages to speak to someone but only got generic responses to set up a showing on the website. I left another message to see it it was still available before I filled out an online application. After getting no response I decided to fill out an online application on 6/6. It was a total of $150.00 for my spouse and myself. I did get one reply which said my spouse needed to sign application which he did the same day. I am still awaiting a response about my application as of today 6/10 and it appears listing has been removed. It seems they collected the fee knowing it was already rented and I should get my fee returned. They don’t respond to calls or emails and it seems to be some sort of scam. Thank you

  Business Response

  Date: 06/13/2022

  Hi ****,

  I don't know who you spoke with but I don't have any record of you making a request for a credit. Unfortunately, your application came in at the same time as others and we would have been happy to refund your fee. Anyway, your application fee is being credited and you should see it with the next 5 business days. Let me know if you need anything else.

  Customer Answer

  Date: 06/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17411280, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********