ComplaintsforRent Boulder Now

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in a townhouse at ************, in Boulder, ********. I rent a room in the townhouse. I have a housemate who rents a different room in the house. We are not renting the entire house - just our rooms.When I moved in, the walls and ceilings in the common areas had cob webs, dirt, and dust on them. On June 11, 2024, I submitted a maintenance request to have the cob webs, dirt, and dust cleaned off.On June 12, 2024, I received a text from the manager's office. The anonymous employee asked whether I was willing to pay for cleaning. The same day, I replied by asking four questions. I did not receive a reply to my questions. I did not agree to pay the manager's office to have someone clean the common areas. (See three attachments - two text messages and one email)In the past, when a housemate moves out, the manager's office typically sends a person to the townhouse to clean common areas. The manager's office pays for it themselves. They do not charge tenants. Recently, three people moved out. June 17, a woman showed up and cleaned the common areas of the house. She did not clean the bedroom space I am renting.This week, I received a bill from the manager's office for $75 for cleaning the common areas of the house.I request that the manager's office remove the $75 charge from my account.Thank you for your assistance in this matter.

  

  Business response

  06/26/2024

  Per the residents signed Resident Rider (please see attached), he agrees to pay a portion of the cleaning of any common areas should management deem cleaning be necessary

  The resident inquired as to whether the cleaning charges would be distributed equally among all housemates; also per the signed agreement, RBN did charge all 4 housemates equally for the service, $300/4, please see the attached invoice.

  Regarding the claim regarding the condition of these shared spaces when this resident move in over 2 years ago; unfortunately RBN cannot address these allegations as the resident complete the condition of property report that was provided for him.  Nor did he submit any maintenance requests referencing these alleged conditions.

  RBN fulfilled lease commitments that the resident agreed to and is not able to accommodate the residents request.

  Sincerely,

  RBN

   

  Customer response

  06/26/2024

   
  Complaint: 21897452
  
  The anonymous person who responded to this complaint highlighted a section from the rider: "if Owner or Management finds it necessary at any time during your occupancy to clean the common areas of the Apartment, with or without prior notice, all Residents will be charged the appropriate percentage."

  I reject this person's response because neither the owner or management inspected the premises to determine whether cleaning was necessary. In this case, I completed a online maintenance form to request this overdue cleaning. In response to my maintenance request, someone from RBN sent a text message to me asking whether I agree to pay for a cleaning. I did not agree. Hence, the clause from the rider is irrelevant in this case.

  They should have answered my questions. Instead, they did not answer my questions and someone made assumptions.

  Sincerely,
  
  *****************************

  Customer response

  07/02/2024

  In their reply to my complaint, management presented a policy that does not apply to the situation. Specifically, they claim that a clause in my lease addendum justifies charging me $75. The clause is not relevant to the situation because management did inspect the house and conclude that it requires cleaning. Instead, I initiated a maintenance request to have the ceiling and walls cleaned. They should have paid for it (especially since the cob webs, dust, and dirt were on the ceiling and walls the day I moved in - over 2 years ago).

  As my earlier attachments show:

  1. I initiated the request for cleaning.

  2. They asked whether I agree to pay for it.

  3. I did not yet agree to pay for it. (Instead, I asked them four questions. I was waiting for a reply before I decided whether to agree or not to pay.)

  4. They went ahead and had someone clean the house and charged my account $75. 

  When someone moves out, management always sends someone in the house to clean. They pay for that cleaning. They don't charge the tenants. Recently, 3 tenants moved out. So, the people currently living here were expecting someone to come in and clean (without charge to us). The areas cleaned are the common areas shared by all the tenants. 

  The $75 charge is a deviation from management's usual practice (sending someone to clean the house and management pays for it).

  The part that is unclear is this: They changed their usual practice. Instead of having the house cleaned and paying for it themselves, they had the house cleaned and sent me and my housemate a bill. That is deviation from their usual practice and I did not agreed to it. Their current explanation is inadequate.

  Although management has ethical challenges, they still have a chance to do the right thing and refund the money paid for the cleaning. 

  

  Business response

  07/03/2024

  As the resident brought his concerns regarding cleanliness of the common areas to RBN's attention, RBN inspected and chose to enforce his signed Addendum 13 (attached) where the resident agrees that management may enforce necessary cleaning, (even without notice), and charge each housemate an equal share of that expense.

  Enforcing our lease documents is in the best interest of all of the residents, as well as the property.  RBN carefully considers each directive in order to best serve our residents and communities.

  As Fair Housing Providers, enforcing these directives consistently among all residents is required by law.

  Customer response

  07/03/2024

   
  Complaint: 21897452
  
  Notice management changed their story. Now they claim they inspected the house. In earlier responses, they did not mention inspecting the house. Only after I mentioned the lack of inspection did they change their story.  
  
  Consider the following:
  
  1. If they inspected the house, then why did they send me a text message asking whether I agree to pay for the cleaning? They would not have needed to ask for my permission had they inspected the house and decided to impose a mandatory cleaning and fee.
  
  2. If they inspected the house, who did the inspection? What day? What time? What did they find? Where is the written report? Why didn't they mention the inspection in their first reply?
  
  I am rejecting this response because the manager is lying. They can resolve my complaint by refunding the $75 I was wrongly charged.
  
  Sincerely,
  
  *****************************
  

  
  

  

  Business response

  07/11/2024

  We are sorry that the resident is unhappy with RBN's response and actions.

  We sincerely strive to serve our residents in a timely, thorough manner; which is what was done here.

  Once again, the resident did agree that RBN does not need to provide notice for said inspections and agrees to paying a portion of the cleaning of the common areas should cleaning be required.  As the resident brought cleaning concerns to RBN's attention it is apparent that they felt cleaning was necessary as well.  RBN did confirm this need during showings of vacating rooms in the unit were done on several occasions.

   

  Customer response

  07/11/2024

  Complaint: 21897452
  

  I reject the manager's response because she provided no evidence that anyone inspected the house. The following information was missing from her reply: The name of a person who performed an alleged inspection, the date on which an inspection was performed, the reason she did not mention the inspection in her first reply, the areas that required cleaning, and photos of the areas that required cleaning.

  At 1:10pm, on June 11, 2024, I submitted a maintenance request to RentBoulderNow. I specifically asked them to clean the walls and the ceiling inside the townhouse (in the areas shared by all the tenants). The walls and ceiling had dirt, cobwebs, and dust on them.

  I rent a room in this house. I do not rent the entire house. Hence, I would not expect to pay to have the walls and ceilings cleaned. I would expect the manager's office to pay for it (In the past, they have paid to have the bathrooms cleaned and the carpets cleaned).

  I demand a refund of my $75.

  Sincerely,
  
  *****************************

  Attachments (2)

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented an office from RBN that had a serious wasp infestation problem. Pest control said nothing could be done to resolve the issue. I had to vacate the office as I was not safe and my massage clients were not safe. Wasps were landing on my clients during their appointments, crawling in their clothing, flying around the room, and crawling around the inside of the windows. RBN would not release me from my lease, they could not fix the problem, and I have had to consult with an attorney to communicate with them. I would like my deposit returned. RBN will not refund my deposit, they have added fees onto what they believe I owe them, they are unwilling to accept responsibility for not providing a quiet space (insect free) for the rental. I am aware that they have rented the office out without disclosing the wasp infestation issue: wasps are nested inside the window framing, the walls, and the ventilation system. I have notified the Colorado ************************* and filed an official complaint with them.I would like my deposit returned and the billing adjustment to $0 owed. RBN has been unreasonable throughout this experience and was not helpful resolving the issue that continued from May through September when I had to leave the premises for safety concerns.

  Customer response

  12/23/2023

  
  Complaint: 20983715
  
  I am rejecting this response because:

  ******** ****************, 460 P.2d 218 (Colo. ****).  There is an implied covenant of quiet enjoyment of leased premises in the *****************. 
  
  I documented, photographed, and communicated clearly with RBN the extent of the wasp issue from the beginning of May 2023. Because of safety concerns for myself and clients I had no choice but to vacate the premises. One sting can cause death for someone who is allergic due to an anaphylactic reaction. RBN had months to remedy this dangerous situation and could not. I could not ethically run my business in a wasp infested office when Pest control communicated that nothing could be done. It is not safe nor ethical to ask clients to visit my office, disrobe, and relax to receive massage therapy treatment while there is a very threat to their safety flying around the room, landing on them while they are undressed on the table, crawling through their clothing and crawling up the windows and walls. This office did not provide quiet enjoyment from May through September when I was forced to vacate due to the 4 months long unresolved and broken quiet enjoyment covenant which makes the lease void and invalid. 
  
  I am disappointed that RBN has not resolved this with me appropriately yet. I am disappointed that RBN has added insult to injury by tacking on the additional broker fee. I hope that RBN will do the right thing by returning my deposit in full as soon as possible. This has been an absurd and terrible renting experience. RBN was difficult to communicate with. When it was evident that the wasp issue could not be resolved RBN did not return my phone calls or emails. RBN did not provide a safe nor quiet enjoyment space and has not taken responsibility for their part of the unsafe and inhabitable environment. I would like the amount owed to be adjust to $0 and my deposit returned to me in full as soon as possible.
  
  Sincerely,
  
  ****** ** ********

  Customer response

  01/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ** ********

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rent a room in a townhouse from RentBoulderNow. On April 12, 2023, the dryer in my house stopped working. I completed a maintenance request on the online website for RentBoulderNow.Thursday, April 13, 2023, I received a text message from ************. I believe the number belongs staff from RentBoulderNow. The text message said ******************************** was trying to contact me and it requested that I call them back. I called them. The woman on the phone asked whether they could come by that day to look at the dryer. I said, I wasn't going to be home, so they would need to get the entrance code from the manager's office. They said, they would come by the same day to look at the dryer. When I came home that evening, I notice the dryer was not working. Friday, April 14 at 10:04am, I called ********************************. I asked whether a technician had come by to look at the dryer. The woman who answered the phone said, yes. She told me the costs of repair. I told her I was a tenant and I can not give them permission to make repairs. She said, she would contact me when she heard back from the manager's office.Also, April 14, 2023, I received the email below from the manager's office at RentBoulderNow."Support Staff <****************************************************************************> To: ********************************* Fri, Apr 14 at 4:47 PM, *******, We received a phone call today from ******************* that your were asking multiple questions about the estimate for the dryer repair in HP-8D. You also told Columbine that you had the authorization/permission to authorize the repairs to be done.Please be aware that you are NOT permitted to authorize ANY work be done in the premises or on property. Please refer to your signed lease where it states all repairs must be approved and authorized by the Owner/Landlord. As this is a clear violation, you are being assessed a fine of $25.00. Further fines will double with each occurrence of this behavior. Regards, RentBoulderNow.com"My online payment website shows a charge for $25. Attached find a screenshot attached).I did not attempt to authorize a repair.

  

  Business response

  04/19/2023

  After resident submitted his online work order for the dryer service, we called our vendor, *******************.  They scheduled the appointment for Monday, 4/17/23.  Later in the day on Friday, 4/14/23, Columbine called us and advised that they had an opening in the schedule and could service the dryer same day.  I gave them the residents phone number to call/text and coordinate a service time that worked for the resident.  I presume that is the text the resident is referring to as ************ is not our number.  Columbine completed the service call that day, 4/14/23.
  
  At 4:47 PM on Friday, 4/14/23, we received a call from our contact at Columbine, who we have had a long-standing, successful working relationship with for years.  She explained to us that they received a call from the resident and the resident asked what the estimate for repairs was and then proceeded to tell her that he had to authorization to approve the work to be completed.  They were not comfortable with his questioning and knowing that we would never allow a resident to approve work on our behalf, our Columbine contact quickly called us to report the incident.
  
  As this is a clear violation of the residents signed lease, we issued him a $25 Lease Violation Fine.  Even though the residents version of the events is not the same as ours, as a good faith gesture, we will reverse the $25 fine.  

  Please advise if you need additional information or clarification.  Thank you.

  Regards,

  *************************

  RentBoulderNow.com

  Customer response

  04/19/2023

   
  Complaint: 19938511

  
  The stories from RentBoulderNow and myself are different because someone at RentBoulderNow is lying.

  Attached find an email exchange between myself and ********************.
  

  Given that ******************** records all of their phone calls, I propose they send a copy of the original phone call to the BBB. The content of the call will prove that I did not authorize any repairs. It will also show the blatant lack of integrity of those who claim I did.

  Under no circumstances should RebntBoulderNow charge anyone (including me) fees based on unsubstantiated allegations.

  I request a promise from RentBoulderNow's management: They must promise to stop charging fees based on allegations for which they have no evidence. If they are not willing to make that promise and follow through on it, I will pursue other legal remedies.

  I await their reply.

  
  Sincerely,
  
  *****************************

  

  Business response

  04/25/2023

  No one from RentBoulderNow is lying.  We acted in good faith, appropriately and accordingly based on the information we received from Columbine, a very trusted vendor; but as a courtesy, we will reverse the one-time $25 lease violation fine the resident was assessed.
  
  Please note that the email correspondence the resident attached to his rejection notice is from April 19th, which is 5-days after the resident placed the initial phone call to Columbine, allegedly authorizing the repairs, and 5-days after resident was issued the violation and fine.

  Customer response

  04/26/2023

   
  Complaint: 19938511
  
  Once **************** received a complaint, she should have told me about the complaint and given me an opportunity to tell my side of the story. Instead, she accused me of violating my lease and applied a $25 fee to my account without the benefit of hearing my side. This is the second time she has done the above (March and then April).
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15, 2023, I received an email from the manager's office at RentBoulderNow. It stated that I violated my lease by "Repeatedly leaving the common area sliding door and kitchen window open overnight."On March 17, 2023, I receive another email from the manager's office. It states that I had left the windows open again and that "This is your second offense. You be fined $25. These fines will double with each occurrence and could potentially lead to eviction. are at risk of a possible non-renewal for a month-to-month lease." See the attached bill.1. Our lease does NOT prohibit anyone in the house from opening windows and keeping them open all night.2. If the lease does prohibit the above, no one in the house is aware of that rule -- as evidenced by two things: (a) no written language prohibiting open windows in the lease or anywhere else, and (b) my housemates keep their bedroom windows open during cold weather. See the attached photos of their open windows.3. Management has failed to specify any hours during which windows must remain shut, has not given any times of year to close them, and failed to indicate they must be shut at all.4. Five people have access to the common area -- any one of whom could have opened windows. They have no evidence that the windows were open. If windows were open, management doesn't know who opened them. The lease does not prohibit open windows.5. I received the email about the $25 fine on March 17. Management claims the windows were open the night before and that I was the one that opened them. Yet, as I told them in my reply, the windows were shut before I went to sleep and they were shut when I woke up. So, although our lease does not prohibit open windows and although the windows were shut that night, management wrongly charged a $25 fee to my account.I demand management refund the $25 they stole from me.Thank you for your assistance in this matter.

  

  Business response

  03/27/2023

  The situation referenced by the reporting resident is regarding windows and sliding doors in shared areas reportedly being left open all night during below freezing temperatures weather.  The resident shares the unit with 3 others (all independent leases) and is welcome to leave his private room window open if he chooses.  However, leaving these common area windows/doors open is not only disrespectful to the other housemates but can jeopardize the security of the unit and cause frozen pipes.  

  As a one-time good faith gesture we will waive the $25 fine.  However, should RBN receive another report of this kind regarding this resident the fine will be reaccessed to the residents account.

  Customer response

  03/29/2023

   
  Complaint: 19853599
  
  I accept the solution the business offered -- to waive the $25 fee.

  I reject some of their claims:

  **************** wrote: "The situation referenced by the reporting resident is regarding windows and sliding doors in shared areas reportedly being left open all night during below freezing temperatures weather.  The resident shares the unit with 3 others (all independent leases) and is welcome to leave his private room window open if he chooses.  However, leaving these common area windows/doors open is not only disrespectful to the other housemates but can jeopardize the security of the unit and cause frozen pipes. As a one-time good faith gesture we will waive the $25 fine.  However, should RBN receive another report of this kind regarding this resident the fine will be reaccessed [sic] to the residents account."

  The following is my reply:

  1. The day I allegedly kept the windows open all night and received a $25 charge, the temperature was about 26 degrees. It was not below freezing.

  2. Although 4 people may have leases to live here, 5 people actually live here.

  3. Since all 5 people have access to the common areas, all 5 people are free to enter the common areas and close any windows.

  4. Underneath our townhouse is a generator. The generator produces a great quantity of heat. That heat rises into the first floor of the house. Our pipes are unlikely to ever freeze.

  5. The common areas are on the first floor. I am the only resident who lives on the first floor. The other 4 people live on the second floor. If I were to open a window during cold weather, the cold air would negatively affected me. Since I do not want to freeze my body, I do not open windows when the temperatures are below freezing.

  6. If RNB receives a complaint about anything, they should investigate it (without automatically assuming the allegation in the complaint is true). A complaint--without evidence to support it--should never serve as a basis for charging a fee to the person accused of wrongdoing.

  7. If management wants to amend their leases to include a prohibition on open windows during cold weather, they will have to revise the language in their lease.

  Finally, the housing units RNB rents are said to be "community living". In community living, conflicts can arise between residents. I understand the office staff may get frustrated when they received complaints from residents. However, they are not powerless to prevent those complaints from arising. They can help prevent complaints (and false allegations) from arising if they require residents to meet at least once-a-month to discuss household issues and if management facilitates those meetings.  

   

   

   

   

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My roommate and I rented an apartment with Rent Boulder Now for a year. They collected a $500 security deposit from us, but due to several fees we are now only receiving back $50 of that security deposit. They claimed that blinds had to be replaced however these were blinds that were damaged prior to our move in and we had made note of that. We wanted to dispute these claims and they claimed they had picture of the damages that would be send with a check for the security deposit. If we want to dispute the damages shown via photos, we would have to email them about it. They were supposed to send those photos and the check in September, however we still have not received this check. We contacted them concerning not receiving our check for the security deposit but they said they cant do anything unless it is sent back to them via return to sender. My roommate and I now have not received our security deposit and no way to dispute their claims because we do not have the photos that they claim that shows damages. We are wanting your help to get our security deposit from them and to hold them accountable.

  

  Business response

  10/25/2022

  Thank you for reaching out to us regarding your concerns.
  Research of your account reveals that your reconciliation was mailed out 9/21/22.  As it has not been returned to our office and the check has not been cashed, we have asked our bookkeeper to stop payment.
  We will reissue your check once our bookkeeper had gotten it to us and we have heard back from you, with an additional $35 added to it.  This is due to additional research that revealed that you did indicate one damaged blind upon your move in.  The charge for the second damaged blind will remain as our move out photos  do reveal more than one damaged blind.  We will send these photos to your email on file as we are having problems getting them attached here.
  We trust you will find this resolution satisfactory and want to express our appreciation that you chose to rent from us.
  
  
  Sincerely,
  RBN

  Customer response

  10/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Today a representative from rent boulder now tried to force her way into our apartment to do a tour without any prior notice. In our lease it specifically states that they are required to provide with at least a days prior notice. When the representative was refused entry she tried to assert her dominance and come in anyways. This is a complete invasion of privacy outside of what was detailed in the lease agreement.

  

  Business response

  06/16/2022

  RBN's agent went to the resident's apartment for a showing.  She knocked on the door, waited and knocked again.  When there was no response she opened the door and announced herself, as is standard procedure.  No one was in the apartment but a resident came in from outside and said they had not received a notice (RBN checked after the fact and apparently the notice had not gone through although there is evidence that company procedure of notification via email had been adhered to stringently for other showings).  The resident denied RBN's agent entry and closed the door.  The RBN agent was still in the hallway with the prospects when the resident opened the door, the RBN agent did not knock, and invited our agent and the prospects in.  The resident apologized and communicated to the prospects how nice the light in the apartment was. At no time did the RBN agent try to force their way in or assert dominance.

  Later, when the ************************* contacted RBN, RBN apologized that the notification did not go through and expressed their sincere understanding with the resident's frustration.

*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. ↩