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:06/12/2024

  Type:Customer Service 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.

  July 2023 we moved in a duplex that was not cleaned, the carpets were disgusting, windows that still do not open in the basement, no fire extinguisher, and cigarette and pot smoke throughout the entire place. Keyrenter did not address any of this prior to our move in. Ive attached several emails that contain all of the issues. They have done the bare minimum to resolve most things. Now that the cigarette smell is coming back, they are claiming there is nothing that can be done since the nextdoor tenants have moved out, theres nothing to be concerned about. We have two boys in the home and I am five months pregnant and it seems highly unreasonable to be still living like this 11 months later. There are studies done on third hand smoke and the harm it can cause, especially in children and pregnant women. (Emails and screenshots attached)We also signed a new lease because we cannot afford to move in this economy and we have requested to otp out of the optional residence benefit package, but ****** is stating that its required. Ive also attached pictures of this conversation and the lease regarding RBP and I got a different response every time as to why we could not opt out. I am attempting to avoid court through this complaint, but will take all necessary measures to get these issues resolved.

  Business Response

  Date: 06/17/2024

  Thank you for bringing these issues to our attention. We take all concerns seriously and strive to address them promptly and effectively. I would like to clarify the steps we have taken to resolve the problems you mentioned and provide some additional context.
  
  In the move in inspection, we acknowledge that you notated the carpet not feeling clean and the home smelling of smoke. In response, we arranged for the carpets to be cleaned and specifically treated for odors after your move-in. This was a second cleaning following the one conducted by the previous tenants, for which we have a proof of receipt. Additionally, we had the ducts cleaned and removed old carpet that the owner had been storing on the property. The original issue of cigarette and pot smoke was primarily due to the neighboring tenants, who have since moved out.
  
  We understand that these issues are particularly concerning given your pregnancy and the presence of your two children. Please rest assured that we are committed to ensuring your home is safe and healthy. We appreciate your patience and cooperation as we continue to work on resolving these matters.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21841997
  
  I am rejecting this response because:
  The carpets were cleaned in August 2023, the tenants that were causing the issue did not move out until December 2023 and during that time they were still continuing to smoke inside the house and I have emails to ****** from that time showing that I complained back then.
  

  And I also have proof about the *** stating we want to opt out per the lease agreement , PRIOR to it being approved by Keyrenter.
  

  The screenshots attached are from Keyrenters vendor who was sent to our place for the carpets. The screenshots are from 6/13/2024. Hes stating that much more work CAN and should be done to remove the smell entirely.
  

   

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

  Business Response

  Date: 07/05/2024

   We appreciate your patience and cooperation as we continue to work on resolving these matters.  RBP is a requirement of our lease.  We understand that you requested to Opt out prior to the lease, however, that is not an option. 

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21841997
  
  I am rejecting this response because as attached, the lease agreement DOES in fact state that termination of the *** can be terminated at the renewal of a lease. 
  

  Again, it is clearly stated, (3) shall terminate only upon termination of the Lease, or upon the renewal of the Lease without the inclusion of ***.
  
  I am not sure how that is any less clear that termination is an option.

   

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

  Business Response

  Date: 07/15/2024

  "upon the renewal of the Lease without the inclusion of RBP" would mean that a new lease is issued without RBP written into the lease.  Our lease does not include a version without RBP, therefore, it is not possible to have an exclusion.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21841997
  
  I am rejecting this response because if that is the case it is very misleading and I do not believe a judge would view it as youre describing. This benefit offers zero benefit to us as we do not need any of the services that are offered here and is not something that we agreed to.

  Again, with every response I have been given, a different answer is provided. With the inconsistency within the responses alone, I believe a judge would absolutely favor on our side.

   

  Tenant and Landlord mutually agree that the *** is defined based on the
  listed services below and variations of
  inclusions may exist due to property specifications and elections requested by Tenant. Tenant acknowledges and agrees that (1) all services listed below are part of the ***, (2) are made at the Tenant's request and shall be effective for the Term of the Lease, and (3) shall terminate only upon termination of the Lease, or upon the renewal of the Lease without the inclusion of ***.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/07/2024

  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.

  I am filing this complaint to report the numerous negative experiences I have had with my property manager, *****, and the company, Keyrenter Denver.Upon moving in, ***** and Keyrenter Denver prompted us to leave a positive review, which now seems like a complete scam. Despite the initial assurances, the reality of our living conditions has been extremely disappointing and frustrating.Firstly, we went 9 straight days without a furnace in the middle of two different blizzards because the maintenance workers never showed up. Despite our freezing conditions, ***** insisted he did everything "he could to help us," yet nothing was resolved.More recently, a neighbor's tree fell and knocked out our power and internet cables. It has now been 6 days without a single person coming out to address the problem. Again, ***** assured us that he was on top of it, but no action has been taken.Throughout our tenancy, the issues we reported were never resolved, and every single time, ***** and Keyrenter Denver blamed us instead of taking responsibility. Their incompetence and lack of accountability have made living here a nightmare.I am extremely upset with myself for ignoring all the real negative reviews at first, thinking these things would never happen to me. I urge potential renters to be wary of this property manager and Keyrenter Denver. The stress and frustration caused by their poor management practices are not worth it.I seek resolution in the form of prompt and effective maintenance of the property, accountability for the issues caused, and a refund or compensation for the extended periods without essential services like heating and electricity.

  Business Response

  Date: 06/07/2024

  ****** has communicated that they will be deleting this review. 

• Initial Complaint

  Date:05/23/2024

  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.

  They said they will get back to me today and never did. Then ****** said oh sorry your not gonna get this place. Because someone else already got it with no warning. I am here waiting for two days with no where to go and my family is suffering. My fiance put in an application and we have been waiting. Just to say we are cancelled

  Business Response

  Date: 05/24/2024

  Thank you for your feedback. We apologize for any inconvenience you experienced. At Keyrenter Denver, we operate on a first-come, first-served basis on our applications. However, if we are unable to process your application, we ensure a full refund.  We operate this way to stay in full compliance with fair housing laws even though we know some delays may occur from time to time.
  
  Your refund has already been processed and you should see the funds returned to your account shortly. If you have any further questions or concerns, please do not hesitate to contact us at ************.
  
  Thank you for your understanding and patience.

• Initial Complaint

  Date:03/19/2024

  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.

  **SEE DOCUMENTS ATTACHED** = FULL TIMELINE & DETAILED INFORMATION OUTLING THE NATURE OF THE DISPUTES and Communications RELATED TO THIS COMPLAINT.I am a recent victim of KeyRenter Property Management Denvers fraudulent business practices. After my lease with them ended on February 11, 2024 I had been in communication with my assigned contact, *******************************, whom I was disputing unjustified move out charges she was deducting from my security deposit disposition. For weeks after move out, ******** and I were emailing back and forth regarding the charges I was disputing. I have been very thorough with ********, providing extensive details to the charges I was disputing, provided all the timestamped pictures and receipts she requested.February 26 2024 at 9:15 AM: ******** asked me for a timestamp of the picture I had proving the front yard charges were unjustified as I didnt leave the front yard in the condition she had claimed I did.February 26, 2024 at 11:42 AM: I provided the screenshot from my iPhone which shows the timestamp when that photo was taken, which I explained was the last time I was at the property.While waiting to hear back from ******** on the disputes, she stopped communications with me regarding everything we had covered in the recent weeks. I was under the impression she was working diligently on the disputes.March 8, 2024: I received an automated email that the security deposit disposition was being returned to me, however all the charges I disputed with ******** were still being charged. KeyRenter Property Management Denver ultimately ignored all my communications, was unwilling to cooperate, deducted unjustifiable charges from my security deposit and deducted a prorated February water charge which was overbilled.KeyRenter of Denver ignored my evidence and disputes, fraudulently deducted $751.63 from my security deposit, which I am seeking a return of my owed money in full, $751.63.

  Business Response

  Date: 03/21/2024

  The move-out inspection took place on 02/12/2024, and it revealed that there were items and trash left in front of the unit, and the cleaning rating was 2.5 out of 5. The tenant contacted us to inquire about the security deposit, and we informed her about the items that we would be charging for. The tenant provided a cleaning receipt of $200.00, however, this cleaning proved inadequate, leaving us in the position to have the property professionally cleaned based on the condition of the property at the time of the move. We provided the tenant date-stamped pictures from the move-out inspection conducted on 02/12/2024 and on 02/21/2024 from a move-in inspection of the items that were in front of the home that had not been removed from the property.  Unfortunately, when items and trash are left behind and abandoned at the property, we must hire someone to remove those items. 

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21453947
  
  I am rejecting this response because: Once again KeyRenter of Denver has ignored all the details surrounding this complaint and three disputes associated. KeyRenter of Denver has treated me with unfair and unjust service, I ask this matter to be escalated further. I was manipulated, misled, and misguided by KeyRenter of Denver as they presented me with false information, manipulation of lease terms, proceeded with unjustified charges withheld from security deposit return, and provided misleading moveout guideline instructions that they did not honor themselves.

  **Please see uploaded document titled "***************************** BBB response 3.22.24" for extensive evidence backing my complaint.**

  Additional references uploaded, specifically pdf titled "Gmail - Re_SECURITY DEPOSIT Communications regarding Security Deposit Disputes" showcases the email thread I had with KeyRenter of Denver regarding my disputed charges which they ultimately ignored and abruptly stopped communication with me after I provided them with all the materials they requested from me. 

  KeyRenter of Denvers actions throughout this process showcase manipulation of security deposit disposition, misleading information per lease terms, furthermore illustrating they never planned to return my security deposit in full and never showed intention to honorably acknowledge and investigate my disputes,receipts, timestamps, and/or details. 

  Requesting Refund of Charges withheld from my security deposit in the amount of $751.63 as said charges were manipulated and unjustified, I was misled and presented false information by KeyRenter of Denver.

  *** IMPORTANT *** Please see uploaded document titled "***************************** BBB response 3.22.24" for extensive evidence backing my complaint and reasons I am rejecting KeyRenter of Denver BBB response.***

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

  Business Response

  Date: 03/27/2024

  In the tenant's response and photos show the items left behind by the tenant.  We must pay to have those items removed.  The $200 cleaning that the tenant paid for was not an adequate cleaning.  Based on our experience, a thorough deep cleaning will cost much more.  $200 is closer to the range of a "wipe down cleaning". 

  Customer Answer

  Date: 03/27/2024

  
  Complaint: 21453947
  
  I am rejecting this response because: KeyRenter of Denver failed to follow lease terms, provided false & misleading information, misguide exiting tenants, and fraudulently manipulate security deposit returns. 
  I was manipulated, misled, and misguided by KeyRenter of Denver as they presented me with false information, manipulation of lease terms,unjustified withholding of security deposit return charges, and misleading moveout guideline instructions that they did not honor themselves. Kindly find extensive detail pertaining to the ** 3 **disputes below.
  
  *** 1. DISPUTE - CLEANING CHARGES: ***
  I was manipulated, misled, and misguided by KeyRenter of Denver as they presented me with false information, manipulation of lease terms, and misleading moveout guideline instructions that they did not honor themselves.
  
  ** KeyRenter of Denver provided me a moveout checklist and instructions for cleaning. Checklist had a list of everything needed cleaned. Instructions state I could hire my own cleaners, which I did. I and the cleaners thoroughly followed the checklist instructions I was provided by KeyRenters.
  
  ** Lease terms state: At the time the Lease is terminated, Resident shall thoroughly clean the Premises, appliances, and fixtures, such that the Premises will be returned in the same condition that it was in when the Lease commenced= I fulfilled that obligation. I paid for cleaning, cleaned myself,and ensured I returned the premises in better condition than it was when I started the lease.
  
  ** KeyRenter of Denver stating the cleanliness was not up to their standardsis not the terms of the lease agreement and is not a fair justification to charge and withhold security deposit. Never in the lease agreement nor move-out instructions/checklist does it state or describe their standards of cleanliness therefore it is not a valid measurement to withhold my security deposit for cleaning charges.
  
  On Mon, Feb 19, 2024 KeyRenter of Denver/******** asked me for the receipt from the cleaners that I paid. Same-day I replied in email the cleaning receipt she asked for.
  On Thu, Feb 22, 2024 was the first time their standards of cleanliness were mentioned. [Page 5 of Email Thread] = Not until AFTER I moved out and after I provided the cleaning receipt was their standards of cleaning ever mentioned to me. Therefore, while I was using the materials I was provided and obligated to follow (lease terms and move-out guidelines) KeyRenter of Denver had an undisclosed measurement of cleanliness (their standards) that I was not provided.
  I am a rule follower. I followed the lease; I followed the lease, guidelines,and instructions I was given.
  How could I clean up to their standards if they never provided me with detailed criteria regarding their standards of cleanliness?
  
  ** As another example of KeyRenter of Denver not following lease agreement terms: Lease and moveout terms state KeyRenter of Denver could hold showings of the unit to prospect renters during my tenancy if they gave me a 24-hour notice prior to showings. Despite said lease terms, KeyRenter of Denver scheduled showings and showed up unannounced without notifying me at all, breaching the 24-hour notice stated in the lease.
  
  KeyRenter of Denvers actions throughout this process showcase manipulation of security deposit disposition, misleading information per lease terms,furthermore illustrating they never planned to return my security deposit in full and never showed intention to honorably acknowledge and investigate my disputes, receipts, timestamps, and/or details. I followed their guidance and was misled therefore its believable that regardless how any move-out tenant leaves the premises, KeyRenter of Denver will find bogus charges to deduct from security deposit as a means to make more money for their business.  
  
  - IF KeyRenter of Denver had any intention of honoring the lease terms and moveout instructions they provided, then they would have removed the cleaning charges after I provided the cleaning receipt that they asked for. Instead,they asked me for the receipt from the cleaners, which I provided, then they ultimately didnt even acknowledge the receipt it in the end, charged the cleaning anyway.
  
  I believe KeyRenter of Denver manipulate the reports, tamper with the way the premise was left in attempt to find bogus charges deducted from security deposits, hoping tenants move-on silently.
  
  For former tenants that do fight bogus charges as I am, KeyRenter of Denver consumes weeks of our time and distress disputing charges, providing details,receipts, pictures, and everything they ask for, then end up ultimately ignoring all disputed charges myself and stop communication abruptly without any resolution to the disputes.
  
  ** Additionally, the cleaning charges are not justified given KeyRenter of Denver was not the original management I leased with. ********/KeyRenter of Denver admitted (in the email thread attached) she does not have the move-in inspection report to compare cleanliness to from move-in vs move-out. Such admission followed by the cleaning charges withheld on my security deposit makes KeyRenter of Denver in breach of the lease agreement as they are unaware of the condition and cleanliness when I moved-in therefore they are not justified to charge for cleaning based on their standard of cleanliness which is not a valid measurement or described anywhere in the lease.
  
  *** 2.  DISPUTE - Removal of Items Left in Front Yard: ***
  In my original submission explained in BBB document and contested to KeyRenter in the email thread regarding the items left in front:
  The curb items shown in picture uploaded in their BBB response: I explained in my original documentation and to KeyRenter in February that these curb items were in fact removed by my boyfriend on Monday evening 2/11/24 after 6pm when he got off work.
  I also explained their uploaded pictures of the front yard with box outside of the recycle can is not how I left the premise meaning the items were clearly moved outside / added to the front yard by someone else (vendor, showing agent,etc.) after I left for the very last time. = I DID NOT LEAVE ITEMS IN THE ***** YARD.
  There is a clear see the difference between the picture I sent 2/10/24 when I left the unit for the very last time, garbage cans were full and no other trash outside the garbage, hence why I put items on the curb THAT MY BOYFRIEND CAME AND PICKED UP/REMOVED WITHIN 24 HOURS.
  
  February 22, 2024: ******** sent me pictures dated 2/12,2/20 and 2/21 after termination of my lease) of items left in front which I again reiterated, the pictures she sent are not accurate of how I left the property. The pictures do not match the picture of front I took 2/10/24 (my last day there) and sent to her 2/12; the difference clearly shows other people had been at the property and items left were moved to the front yard by other people after I left.
  February 26, 2024 at 9:15am: ******** asked me for a timestamp picture of the front yard and the way I left the front yard
  February 26, 2024 at 11:42am: I promptly provided a timestamp picture (iPhone records when photos are taken) to ********, exactly what she asked for. The picture I provided is the accurate way I left the promise.   After I provided the requested timestamp picture, I never heard back from ******** /KeyRenter regarding this matter or any further communication from KeyRenter at all.
  Just like the cleaning receipt, KeyRenter asked for evidence, I provided said evidence, then they abruptly stopped all communications with me, ultimately proceeded with the charges deducted from security deposit without even acknowledging my evidence and disputes.  
  
  Its unclear why they asked for a timestamp picture if they were not going to change anything after receiving their requested. However, it is clear this is a matter of manipulation and misleading guidance by KeyRenter of Denver.
  
  Based on the above details, and my timestamped picture evidence, it is unjust for KeyRenter of Denver to charge me for associated fees regarding items that I did not leave.
  
  *** 3. DISPUTE - "Prorate February Water Charge" ***
  KeyRenters BBB response also failed to acknowledge they overcharged the Prorated February Water which was also deducted from my Security Deposit. Note: My last communication to/from ********/KeyRenter of Denver was 2/26/24 when I provided the requested timestamped picture of the front yard as I left it.  Thereafter, I had not received any further update or communication from ********/KeyRenter regarding the security deposit disputes after my last message providing ******** and KeyRenter of Denver with all the information and details in prior weeks.
  
  March 8, 2024: Without any further communication from ******** / KeyRenter of Denver since 2/26/24, 3/8/24 I received an automated email from KeyRenter of Denvers online portal with Security Deposit Return details. Email and attached pdf notified me that I was charged for all the items I disputed with ********,with another charged.. Cleaning, Carpet Cleaning, and Removal of Garbage Outside which I dispute in the above points #1 & #2 ; With an added charge: The most recent version of the deposit disposition document that I received states they were also changing me Prorated February Water charge,which was not a proration; in fact they actually overbilled me for this and deducted from the security deposit return as well.
  Email body included: This is your disposition updated, we needed to add the prorated water charged. Attachment update included: Water Charge $40.25 
  ** NOTE: the water bill is split between the front and back units. Average water charge per month is around $38 -$39 per unit for a full month. **
  For the 11 days of February that I occupied the residence, KeyRenter of Denver charged me $40.25 = more than an the average FULL month of water usage. This is clearly an overcharge and certainly not the honest prorated amount.
  Again, another example of KeyRenter of Denver operating with fraudulent, unfair and unjustified business practices.
  December 2023 Water Bill: $39.53
  January 2024 Water Charge: $38.38 [for 31 days of Usage = $1.238 per day]
  February 2024 Prorated water charge for > 11 days : $40.25
  JUSTIFIABLE February Prorated Water Charge: $1.238 per day x 11 days of Usage =$13.62 Feb. Water Charge Proration
  
  $40.25 Feb Water Charge deducted from Security Deposit
    $13.62 actual justifiable February prorated water charge
  = $26.63 should be returned to *****************************
  (Justifiable amount is still assuming I used more than I actually did, IF I actually used 11 days of water, however I did not as I left the premises for the last time on the 10th and was away from the home a full weekend first week of February as well). 
  
  Requesting Refund of Charges withheld from my security deposit in the amount of $751.63 as said charges were manipulated, I was misled and presented false information by KeyRenter of Denver. Such experience does not reflect the companys claim of Above all, we care about quality and satisfied property owners and tenants.
  *Refund MO Cleaning: $200.00
  *Refund MO Carpet Cleaning $175.00
  *Refund Removal of garbage outside $350.00
  *Partial Refund of Water Charge $26.63
  * TOTAL REFUND OWED TO ***************************** = $751.63
  *Water Charge Partial: Refund: Out of $40.25 Charged, Refund $26.63
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 04/11/2024

  We stand by our position that if the tenant does not adequately clean the property the property must be cleaned.  Further, if the tenant leaves personal belongings at the property, the items must be removed. 

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service 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 is by far the worst property management group I've ever had the misfortune of working with. My roommates and I have had multiple issues including theft of propert by a maintenance personnel to destruction of property in the for of flowers that were planted in the front yard. I've asked multiple times for a phone call for them to explain their actions but have not been contacted. This is on top of the fact that while pursuing viewings while we still occupy the domicile, they show up to give a tour to a potential resident without a key to the front door. We then were forced to leave work early to accommodate and let the viewing agent in. They have been rude, disrespectful when we are able to speak to them but for the last week we have not been able to get ahold of any of the proper personnel. We have repeatedly also reported possible mold because of leaks in pipes and flooding when it rains but they have not even come to inspect. I'm concerned for the health of myself and my family but they obviously do NOT care about running a good business or the health and well being of their residents. It's a shame and management, if not already aware, should be aware. I hope that I hear from them soon to maybe recieve some sort of apology for how we have been treated but I won't be holding out hope.

  Business Response

  Date: 09/07/2023

  We have been in contact with the tenant regarding their past move-out date and outstanding maintenance items that we were not aware of until we recently spoke with the tenant. As part of our move-out process, we are conducting an inspection of the property and sending a vendor to assess the damage and necessary repairs for the leak. We have also reached out to the tenant regarding the situation surrounding the accusation of theft by maintenance personnel at the property. We remain available to address any questions regarding repairs, property issues, the move-out process, and the future return of the security deposit.

• Initial Complaint

  Date:08/15/2022

  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.

  I rented a property with keyrenter for 1 year, I made an increased security deposit upon move in due to credit limitations, this deposit was almost $4,000 and in my lease it states that keyrenter has up to 60 days to return my deposit amount. They have not returned any portion of this deposit to me directly, they even tried to send part of it to my roommate who did not pay any portion of the deposit up front prior to our lease. They are now trying to only refund me a portion of the full deposit, and its been 105 days since I moved out. Looking for assistance in retrieving my deposit from keyrenter.

  Business Response

  Date: 08/22/2022

  Keyrenter Denver completed the security deposit return and had the check and the disposition in the mail on 6/22/22.  With the tenants vacating on 5/9/22, the return was within the 60 days allowed.  When the tenant notified us of the check not arriving, we cancelled the check and reissued a second check.  Certified mail tracking shows that the letter was delivered.  On July 25th, the tenant notified us that they would prefer to pickup the check in person by visiting our office. We cancelled the previous check and have since had a new check waiting for the tenant at our office. 

• Initial Complaint

  Date:07/05/2022

  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.

  Keyrenter took over our lease from another property management company and never did an inspection of the property upon this exchange even after extensive effort to try to schedule with them on our end. Upon move out they took $400 + $1700 for "cleaning" even though the property was in the exact same, if not better, condition upon move out. They took over 60 days to refund us our money with no explanation of what the deductions were for until prompted via email. We sent demand letter asking for the return of the full amount in accordance with the lease and CO tenant law, but they said they "put it in the mail", taking apparently 22 days to get from Denver to ******. The amount of time and prompting it took to get a return of our deposit was unacceptable and the deduction for cleaning with no notion of the condition of the property is unreasonable. We feel that we are clearly being lied to about the deposit so they can ***** the responsibility of returning the deposit in full. We want them to take responsibility for their error and make sure they do not harm anyone else.

  Business Response

  Date: 07/11/2022

  Upon move out, the tenants were charged for cleaning due to the property being left in a condition that was beyond normal wear and tear. The tenants were NOT charged $400 + $1700 for cleaning. The security deposit disposition letter shows a $400 credit to the tenants, then billed $1700 for 20+ hours of cleaning. Mice were found at the property and would further indicate the state of cleanliness that the property was left in. 
  
  The tenant's security deposit was sent prior to 60 days of the tenant's move out date. Unfortunately, the deposit check did not make it to its destination in a timely fashion due to the unreliability of the post office. When the tenant requested that the check be re-sent, the tenants were offered an ACH payment to expedite the process. That of which, they declined. The reissued check was mailed the following day. The owner was extremely upset when he saw the condition of the property. The property has been "off-market" for an extensive period of time for the property to be back in rental condition. Attached are a few pictures of the condition.

  Customer Answer

  Date: 07/11/2022

   
  Complaint: 17523342
  
  I am rejecting this response because: one, we never rejected ACH payment, we were given less than 24 hours to reply over a weekend to their request for ACH. Second, since they never inspected the property, there is no way to say that we caused that damage or the mice infestation, which the neighbors all vouched for us that we didnt. The property was in that condition upon our move in of August 2020. The property was in awful disgusting terrible condition and the landlord doesnt have the funds to repair it so he needed a scapegoat. Other people are complaining that Keyrenter is running the same scam with their security deposit. This needs to be looked into further. Clearly this is a fishy company with all of the terrible reviews they get online. Its a common theme that they dont respond for weeks at a time and frequently leave their tenants in human health hazards. Since Keyrenter did nit inspect our property, they have lost all right to deem it in poor condition. We want the money returned to us for failure to complete a proper inspection upon their takeover of the lease. The burden of proof should fall on the property management and landlord, not the tenant. The neighbors of the property were horrified to hear how Keyrenter had treated us and adamantly stated they would not recommend anyone do business with them after this was so severely mishandled.

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

  Business Response

  Date: 07/22/2022

  Keyrenter Denver took over management of the property on 6/3/2021.  This was in the middle of the tenant's current lease.  The owner of the property would hold the documentation of the condition of the property prior to the tenant's possession date.  The owner was interested in pursing additional funds from the tenants based on the condition that the property was left in. 

• Initial Complaint

  Date:05/25/2022

  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.

  I was charged ****** for move in ready townhouse and verified by KeyRenters Property Management that the home had been professionally cleaned prior to my move in on 4/26. I arrived to a townhouse that was not professionally cleaned from prior tenants. The company had infact sent an email confirming that cleaning had taken place. I was charged ****** specifically for professional cleaning. One week from 4/26 move in, KeyRenters Property management was fired from the property.

  Business Response

  Date: 06/06/2022

  The tenant was charged $716 for prorated rent and move in charges.  The tenant was NOT charged $390 for cleaning. $390 was included in the $716 required at move in and was specifically designated as prorated April rent. The tenant's ledger is attached.  The property was professionally cleaned prior to the tenant's move in with more than 5 hours of professional cleaning showing on the paid invoice.  Attached is a copy of the cleaning invoice that includes a wipe down cleaning.  Both completed prior to the tenants move in date of 4/26/22. 

• Initial Complaint

  Date:05/07/2022

  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.

  I shared a lease under Keyrenter Denver for a property from 3/19 to 4/20. In March of '20, we notified Keyrenter that we could not renew our lease due to the ***** pandemic, as we could not afford to live at that property moving forward. We were told in writing by a Keyrenter employee our balance would be the lease buyout fee, per our lease agreement. Although our lease had ended, we still agreed to pay the lease buyout fee. After three attempts to contact Keyrenter to resolve this buy paying the final **** and receiving no response from Keyrenter, we were emailed an outrageous **** on 5/22/20 with a note to pay "as soon as possible". This **** included payments for rent through June, an additional lease renewal fee, additional cleaning fees (although the unit was already professionally cleaned), and more totaling several thousand dollars. I asked if an $800 payment I made ahead toward our rent in ***** could be applied in addition to our security deposit. I did not receive a response. I sent another email on 06/16/2020- I received a response on 6/23/20 stating nothing could be done about the balance. We responded on 07/04/20 stating we would not be paying exorbitant amounts of money to cover their loss, however, did agree to pay the lease buyout fee and two month's rent, per our contract. On 7/15/20, Keyrenter notified our terms were accepted and we only owed $2990- we submitted payment on 7/17/20 and notified Keyrenter via email. On 7/29/20, we received another email without a statement asking for another payment of $1248.29 as an additional "security deposit" and portion of a leasing fee with no other description or itemized breakdown of charges. To avoid entering into collections, we submitted payment in full to Keyrenter on 8/3/20 and expressed our dissatisfaction. In late '21, we were notified we were being sent to collections for over $1000 additional dollars. I disputed. They changed the amount this March to $585. Then ***** to $472. Now it's $465. WHY?

  Business Response

  Date: 05/20/2022

  We take great care to ensure that important matters such as lease break fees and move out charges are properly accounted for with our tenants. Upon further review of this particular situation, we have found some errors in the accounting process from this tenant's move out. We appreciate being made aware of this situation and are working actively to resolve this matter with the tenant directly.

• Initial Complaint

  Date:05/04/2022

  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.

  Gross negligence with regards to property management, potential health issues with regards to extensive trash, gross negligence of financial services, creating an environment potentially harmful due to inhalation of chemicals and permitting this on managed property. The rental property they were suppose to manage has been left in a gross state of disrepair, they claimed to have completed the job of cleaning, repairing the property and an independent party verifying that they had not. There was smoke damage, garbage, and disrepair within the property. Keyrenters states the property was in good status to start renting to a new party, took money and charged us for services rendered. Photographs from our independent party verify this is not the case and that there was damage done to our house. Additionally, it was noted by our independent party there was the smell of smoke/chemicals noted in the house. We were not made aware of this and when this was mentioned, Keyrenters proposed hiring additional people to help get rid of this smell. It was never acknowledged by them prior to us being made aware of this.In order to complete the original tasks they had initially promised, they stated they could return for additional fees. We declined because we felt this was another opportunity for them to take additional money and charge us a second time for services that should've been completed the first time. When I tried to escalate this with their manager there was no resolution or admission of fault.

  Business Response

  Date: 05/13/2022

  We are working with the vendor that was assigned, with an attempt to have them warrant the work that was missed and give them the opportunity to correct the error.  We want to recognize that there is risk is renting out a property.  Tenants can leave the property is poor condition despite the best efforts of any property manager.  When tenants such as these, leave a property in the way that they did, our action is to follow the law in how we can hold the tenants accountable for their actions.  With the "independent party" being a real estate agent preparing for the sale of the property, they are likely to have a different interpretation of what the condition of the property should be in for a sale, as opposed to what the law would say the condition should be after allowing tenants to reside in your home for over a year.