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:09/20/2024

  Type:Sales and Advertising 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.

  In July 2024 I was charged for renter's ins through an insurance **mpany doing business with my property *******. I have had renter's ins since I moved in- June 2023 with NO lapses through the present. In July, I saw my ac**unt had TWO charges for renter's ins through their ** for $10.95 each. I promptly sent them a **py of my policy, asking the charges be removed. I was informed that the interested party's address was in**rrect, and that it then needed to be uploaded to THEIR ins **. I immediately had the policy amended and sent it to them. I looked at submitting the doc to their ins **, but it involved inputting ALL of my personal info AND agreeing to whatever emails they wanted to send to me. I do NOT have a business relationship with their **, NOR DO I WANT ONE. In August, they charged me for another month AND a late fee! I spoke with **** ******* on the 23rd and made plans to discuss the matter. On August 25, I received an email from their ins ** saying my policy was verified and accepted. I thought everything was okay! On Sept. 3, I paid rent (minus those charges), and included **pies of that email and ****** email saying he would reverse the charges if proof were provided. Sept. 3 received a canc letter from their ins **. So now they have charged me another late fee, PLUS another ins charge. I looked into this notice they said they had sent and found it finally, sent to another email address I had had a lengthy discussion with them over the **** that I don't use it. This was in March! Had I actually received the letter, I would have had three months to discuss their arbitrary high handed demand I submit MY proof to THEIR ins agency, instead of to whom I DO have a relationship with. I did everything **rrectly ac**rding to my lease. Why should I have to pay for ins I already have? Today I got a notice on my door saying how I don't have ins. I am furious that I am being forced to deal with a ** I have NO desire to work with! I WANT THOSE CHARGES REVERSED.

  

  Business Response

  Date: 09/29/2024

  Hi *********,

  Our new business manager on site is aware of your case and is in currently in contact with you to resolve the discrepancy about the renter's insurance and adjust the billing accordingly. We hope we resolved the issue; and we apologize for any miscommunication that occurred with the prior manager on site. We thank you again for bringing this to our attention and we hope everything has been squared away. Please contact our manager immediately if anything is still unresolved with this case. You can reach our manager onsite at ********************************************. 

  Best Regards,

  The REMM Group

  Customer Answer

  Date: 09/30/2024

   Dear REMM Group,
  
  Your new business manager on site is in the process of correcting the discrepancies on my account, and I am appreciative of that.
  
  Is there a clause I missed in my lease that states I agree to have my personal information submitted by to any company you deem appropriate? This issue was not a result of the previous manager's miscommunication, just to be clear.
  
  I would appreciate an answer as soon as possible.
  
  Thank you,
  *.*******

• Initial Complaint

  Date:06/06/2023

  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.

  Hello,my name is ***********************, ******************************************************. I rented an apartment in *********, **********, for a year and a half. All of my payments were on time. I informed them that I no longer needed the apartment 2 months ahead of time, and they said you would get your $500 deposit because you owe us nothing. They sent someone called ******* to check the apartment. ******* said the status of the apartment is good. We don't need to fix anything. Another man came 2 days and checked it out and thanked me for taking good care of the apartment. All of the sudden they started sending me bills that I owe them $114 for cleaning the apartment and the $500 deposit is gone for what they claimed were utility bills, even though we used to pay those with the monthly rent. The apartment number is F206. I wanted to reach out to you and help me settle this dispute with them. I wanted my $500 deposit back since they had no right to tell me I was expected to get it them take it and an additional $114. Please let me know what I information I can provide. Thanks

  

  Business Response

  Date: 06/14/2023

  Hello *******,

  
  We apologize for any miscommunication that occurred during your move out inspection. We charged the apartment clean, carpet cleaning and paint touch *** which is our standard turn costs to prepare the apartment for the next resident moving in. Our team reviewed the move out checklist and found that items on it were not met. We incurred charges to remove furniture that was left in the patio and some items left in the living room. We understand that moving is stressful, so as a customer courtesy, we voided the trash out/disposal charges. In your ledger, those trash out/disposal charges were never added. Thank you for taking the time to bring this matter to our attention. If you have any further concerns or questions, please do not hesitate to contact us directly.

  
  Best Regards,
  The REMM Group

  Customer Answer

  Date: 06/24/2023

  -Why you are rejecting the business' response?

  We had an inspection and the apartment passed as "clean". We don't see why we're being charged the amounts ("apartment clean"), whether standard or not. Is there an explicit mention of these charges in the lease or other signed documents?

  
  -Mention any additional concerns you would like the business to address
  Refund the non-standard "apartment clean" charge. Carpet clean and paint touch up are reasonable.

  
  -Restate your desired resolution

  For The REMM Group to refund the "apartment clean" charge to our accounts and cease communication.
  
  -If applicable, please send Rhianna any documents that support your rebuttal statement

  We have hard-copies of bills but are not ready to share at this time.

  
  

  The basic issue is this: We passed apartment inspection and were still charged outrages "standard" turn costs. We don't feel that we owe The REMM Group any money but rather feel the opposite; that they owe us a refund. That's what we're looking for by following this process. If charges are indeed standard, then they should be agreed upon or at least explicitly stated in signed documents. Otherwise, the lessor can just charge any amount and seek collection.

  
  

  Thanks

  

  Business Response

  Date: 06/30/2023

  Hi *******,

  We thank you again for your patience and providing us more information on your case. Based on the research and information provided, we agree that we can refund the $165 Apartment Cleaning Fee back to your account. There are some charges still pending that will be paid first, then any remaining credit will be sent via check. Our manager on site informed us that she communicated with you, confirmed your forwarding address and provided the details. If you have any questions, please feel free to reach out to us. 

  The REMM Group

• Initial Complaint

  Date:04/04/2023

  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.

  Corporate Bullying - CASH FOR KEYS PRACTICES Forcing Evictions on tenants are COVID Moratorium for tenants with balances , shutting them out of the payment portal for the tenants to pay the rent , thus forcing cash payments only without notice. Them telling them on the day that rent is due forcing them to incur more fees and forcing the filing of eviction.

  

  Business Response

  Date: 04/05/2023

  Hi Mery,

  It is most disheartening to learn that our management has not been meeting your expectations, as we take customer satisfaction quite seriously. Our onsite team has been working with you directly to help provide opportunities to clear up the past 5 months of rent you owe to the apartment community. We offered to return your security deposit to help your situation. We provided notice that partial payments will be disabled for the entire community. In your situation, you can pay the rent for ***** using a cashier's check or money order. It would still be the same amount of rent you owe for *****. We did not add any additional fees to your balance. You only need to pay for your utilities and rent. If you have any questions, please contact our leasing office at ************ or ****************************.

  Sincerely,

  The REMM Group

• Initial Complaint

  Date:01/09/2023

  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 refusing to return my security deposit in a timely manner. The regional manager ******* said they had ************** problems at my former address but she said she would return the security deposit (have email from her) but that was 3 weeks ago. Try contacting today and she will not return my numerous calls or provide an update by email. They owe me over $2000. This is the thanks I get for being a perfect tenant.

  

  Business Response

  Date: 01/18/2023

  Hello ***, thank you for your feedback. Our onsite manager has informed our corporate office that she spoke with you and confirmed that you received the check. We apologize if there was any delays in this process. If you have any questions, please reach out to our onsite manager and email *****************************.