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:10/19/2023

  Type:Product 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.

  Summary of Events:April 2022: Initial 12 month lease agreement signed.April 2023: Spoke at length with RentPros employee, signed a modified lease agreement (ending November 1, 2023) explicit instruction to continue month-to-month.April 2023 - August 2023: No contact from RentPros regarding lease termination, extension or transfer to month-to-month as discussed previously.August 30, 2023: Served with 60 Day Notice-to-Vacate August 31, 2023: Emailed RentPros employee, regarding Notice, expressing surprise, concern and dilemma this placed our family in. Followed up with phone call.September 7, 2023: Verbal confirmation, RentPros personnel spoke with the owner, and agreement reached to extend lease until our project was complete. ($200 rent increase) - RentPros would send documents. September 7 - September 29, 2023: No contact or documentation from any member of RentPros regarding lease extension.September 29, 2023: Contacted RentPros only to learn employee was no longer employed with RentPros.September 29, 2023: Spoke with new employee and explained situation/history and frustration with situation.September 29, 2023: Received phone call and voicemail from RentPros employee. Voicemail stated RentPros spoke with the Owner and they are willing to accommodate our situation.September 29, 2023: Received email confirmation from RentPros employee stating the homeowner was contacted and agreed to extend our lease. October 3, 2023: Received email confirmation from RentPros employee stating our lease would be extended to the requested date (2/1/2024) and documents would be following.October 6, 2023: Received email from RentPros employee stating the owner and my managers have decided to only extend to 11/30/2023. (Not as previously expressed twice verbally and twice in written form)RentPros is rescinding a verbal agreement to continue on a month-to-month agreement until 2/1/2024 as previously expressed twice verbally and twice in written/email form.)

  

  Business Response

  Date: 10/30/2023

  This tenant is twisting words and statements to fit his needs.  The tenant asked for more time and we discussed the possibility with the owner, but the owner never agreed to any terms.  Any mention of discussing an extension was just that, a discussion.  At one point the property owner said they are willing to extend the lease for a month, but even that was not officially agreed to.  The tenant has to make all these claims about what was said on phone calls because there is no documentation confirming what the tenant is claiming.  The only relevant document is attached and it says the tenant needs to vacate 10/31/2023.

  RentPros, does not have a say in this matter because RentPros does not own the property.  This matter is between the tenant and the property owner.  The property owner needs their home back for other purposes and the tenant would like to stay in the home until the tenant's new home is finished being built.  The tenant's complaint is about the circumstances of his situation.  The unfortunate circumstances are in no way a reflection of how RentPros does business.

  Thank you,

  *********************, Office Manager

  Customer Answer

  Date: 11/06/2023

  I am rejecting this response because: The complaint is not with the service of the 60 Day Notice to Vacate.

  It is the events and agreements made after the 60 Day Notice was served.

  Two verbal agreements to extend (voicemail recording available)

  Two email agreements to extend (email text and communication in attached doc)

  While the company is now assisting us with finding a solution to our situation. It is not resolved at this time.

  
  

  

  Business Response

  Date: 11/08/2023

  The BBB has this complaint classified as "Refund / Exchange Issues" and that is not accurate.  The tenant is asking to stay in a home he no longer has the legal right to.  This tenant is complaining about having to move after being given proper, legal notice.

  The tenant's assumptions and misunderstandings are made obvious in the email transcripts provided by the tenant.  Below is an example of RentPros stating RentPros will need proper approvals before sending out the paperwork.  The tenant took this message as confirmation he could stay at the property even though there are not any specific terms or "proper approvals" which means we have the property owner's approval to sign a binding document.

  Good Morning Tenant,

  Thank you for giving me this information! Ill be reaching out to the owner this week as well as drafting a new notice with your preferred extension date. This may take 3-5 business days as I will need to get all of the proper approvals before sending out any new paperwork. In the meantime, please email me with any additional questions you may have regarding this matter.
  Thank you,
  
  Tenant's explanation of the above message:  "At this point again we were reaffirmed that our minimal request to extend our stay at the residence (which was originally expressed in April of 2023 during the first Lease Extension), would finally be documented in a lease agreement."

  Even though the tenant is wrong, RentPros is working on a solution to help the tenant.

• Initial Complaint

  Date:03/02/2023

  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.

  We had a storm in the Jan 2023 and we lost power. When the power came back, the heater in my rental property did not turn on. The property management, RentPros, sent their vendor to check what was going on with the heater. During these times, they were working with my husband. Per RentPros who relayed the diagnosis, the inducer and circuit board burnt out. They also asked my husband if he wanted to replace the whole system. The **** system in our rental property was 15 years old, so my husband opted to replace the inducer motor and circuit board. RentPros also suggested to my husband that we should pay our tenant $30/day for the inconvenience of not having a heater to which my tenant agreed. By mid-Fed, my husband told me that the vendor received the parts but the circuit board was damaged so they reordered the part and we have to wait again. Around the last week of Feb, we sent a vendor to our rental property, the same vendor we used when we replaced our own **** system. From this vendors report, my husband and I decided to replace the system. My property management pointed out to us that heating is a health and safety, so we decided to replace the system immediately since the weather has been so cold lately. We used our own vendor and not RentPros vendor because their vendor had been fixing the refrigerant about 4 to 5 times. They appear to be fixing their own work. Since RentPros vendor was still waiting for the missing part, we asked told RentPros to cancel their vendors service. RentPros did not like this. They called my husband and after their long conversation, my husband agreed to pay the vendor for the parts we do no longer need. My husband told me that he felt ambushed by RentPros. I emailed RentPros to ask about the issue with the vendor. They said its too long to send in an email, to which I replied for them to only give me the facts. I called RentPros on 3/1 to find out the issue. I endured character assassination, personal opinion, slight threat (liens and litigation), and negative comments about other business. I was told the parts that their vendor ordered are not returnable. Since they received approval from my husband, they would go ahead and subtract $616 from collected rent to pay their vendor. As of 3/1, RentPros do not know if the reordered part has arrived. My question, are we required to pay their vendor the purchased parts?

  

  Business Response

  Date: 03/02/2023

  The complainant is telling less than half of the story.  Additionally, many of her statements are inaccurate and misleading.

  RentPros has had many e-mail conversations with the complainant regarding this issue and we are happy to share those conversations with anyone who may be interested.

  The problems with this **** unit has been happening for nearly two years now.  From the very first visit the repairman stated the unit was in very poor condition and needed to be replaced.  In all subsequent e-mail and telephone correspondence the complainant refused to replace the unit and insisted in only making repairs.  That insistence led to multiple repairs of the unit over the past nearly two years.  During each visit the repairman recommended replacing the unit rather than repairing however the complainant refused to replace. 

  Approximately 2 months ago the **** unit had another problem which required the special order of some very specific and costly parts.  Once again, the complainant refused to replace the unit and insisted the RentPros vendor order the specific and costly parts.  The complainant made this request both verbally and in writing via e-mail.
  

  While waiting for parts to arrive the complainant contacted a different **** company who also recommended replacing the unit.  With parts ordered and paid for by the first company, the complainant contracted to replace the unit with the second company.  The first **** company now has the specific and costly parts in his warehouse which were ordered by the complainant.  The parts are not returnable, and the repairman has no use for the parts.  The total cost of the parts is $616.  This includes no mark-up by the repairman...it only represents the actual cost of the parts.
  

  In conclusion:  The complainant disregarded multiple recommendations to replace the unit then insisted on ordering specific, non-returnable and costly parts.  The complainant now has no use for the parts since she replaced the unit. The repairman will be happy to send the parts to the complainant after payment.
  

  Without question the complainant must pay for the parts which she insisted on ordering.  
  
  

  Customer Answer

  Date: 03/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern.

  There had been some repairs completed on the cooling system, but this is the first time we had an issue with the heating system.  This time however, there had been much delay in the arrival of the ordered parts.  After six weeks of waiting and two dropped delivery dates, we decided to get a second opinion and sent a different vendor to check on the heater. This vendor provided very detailed report and simple cost analysis.  We decided to go with them and had a whole new HVAC system installed.

  We understand why the property management's repairman wanted to get paid and we already agreed to pay for the ordered parts totaling $616.  We have uploaded the payment on 3/7/2023.  We want to get an itemized receipt, and the purchased parts in their original box and preferably unopened.  We also want to know when we can get the purchased parts.