ComplaintsforReal Property Management Sunstate

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The living conditions in this apt with the roaches far exceed an normal amount to be tolerated. I have contacted the property manager and sent pictures but they only had it treated once. They refused to send for a second round. Now they want to inspect my apt which theyve done over and over again.I sick to my stomach that I hav e to endure stepping in roaches in the middle of the night, watch them crawl up the wall while watching RV watch them crawl around while Im cooking. These roaches are resistant to pest control and traps. I can no longer live in these unsanitary conditions that pose a health hazard to me and my grandkids when they come to visit. Not to mention the mold in the apt next door. These conditions are causing me headaches, nightmares and anxiety. Im constant looking around and fearful I may see one and step on one again. My rights to have peace and quiet are being violated, i want to vacate by November 30 th 2023. I have more videos and pics.

  

  Business response

  11/08/2023

  Please see the following outline of our actions in response to the tenants bug problem.

  
  Tenant took possession of the property in February of this year.Three months after the tenant moved inMay of this year, the tenant called, indicating roaches. Even though it was three months after the start of the lease and, per the lease, pest control is the responsibility of the tenant, we agreed to provide a three-part treatment designed to eradicate roaches. It is our belief that we went above and beyond the requirements of the lease to provide a bug free environment for the tenant. Tenant has provided recent pictures of the dead roaches. This is exactly what is supposed to occur with remediation. We have been trying to schedule a post remediation visit to the property to confirm the current condition of the property. At this writing we have not been able to schedule that visit with the tenant due to her having covid and then not returning our calls to schedule.

  
  We also understand the *** is trying to work with her to provide additional pest control.  

  
  Tenant notes mold remediation in adjacent unit. We have no direct knowledge or control of this situation. We understand the *** is managing this issue and to our knowledge there is no reason to think there would be any issues with our unit. Again, we continue to try and schedule a visit with tenant to confirm any impact the next-door mold remediation may have on our tenants unit.    

  
  Tenant requests early termination of the lease. Currently,we see no grounds for early termination and have suggested to the tenant her best course of action is to send us a non-renewal for her lease, which per the lease is due this month. We have not heard back from the tenant on this suggestion.

  
  We will continue to try to help this tenant and request that she return our attempts to contact her.

  Customer response

  11/19/2023

   
  Complaint: 20810991
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  

  Business response

  11/21/2023

  We completed an in inspection of the property and found no basis for the tenants
  request to vacate early.  At this time the tenant has given us notice
  to vacate and is responsible for her lease through the end of the term. We will process her out
  accordingly.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08/30/2021 I lived at 5311 Park Place Circle for 2 years, Real Property Management refused to repair items in the house, say they were waiting on the owner. I moved out on 07/31/2021 I left 1 week early because I couldn't bare to stay there longer. From March 2021 - June 2021 we had mold and they refused to remove it, My 2X kids, husband and myself lived with mold and they wouldn't help us until I called the health and safety inspectors of Boca Raton. I've been waiting 30 days for my $2,145 security deposit back so I may use on a new rental, I received a check back from them for $571, They have cheated me, They are not honest, I need some help to receive the remainder of my security deposit. I left the house spotless and better then received. I need help with this please, The owner ****** will not speak with me, They've taking over $1,500 of my money, they are thefts and need help with this matter. Thank you for your time concerning this matter.

  

  Business response

  09/17/2021

  Business Response /* (1000, 6, 2021/09/03) */ Please see below the timeline showing the actions taken by our company to remediate the mold issues she cites in her complaint. Tenant also cites security deposit issues. We are following the Florida statute and our lease in administering the security deposit and continue to work with the tenant in an effort to resolve her issues. December 26, 2020- tenant reported mold December 29, 2020- scheduled with tenant and sent our handyman to replace the toilet that was causing the leak and to inspect for mold in property. Handy man reported a small amount of mold on the wall in the bathroom and was not able to inspect the adjacent closet due to the closet being full of boxes December 29, 2020- We performed a water extraction on the carpet due to the toilet leak. Carpet cleaning tech reported successful extraction. January 8, 2021-tenant reported additional mold in closet visible after she removed stored items in closet January 13, 2021- After scheduling with the tenant, we sent our handyman to remove drywall and sanitize area- upon arriving at the property, tenant would not allow us access to the property. We were not able to perform the remediation due to tenant denying us access. January 18, 2021- We again tried to coordinate with tenant to perform mold remediation. We scheduled with tenant and upon arriving at the property, tenant again denied us access demanding a certified mold remediator. It is important to note, the amount of mold present did not require a certified mold remediator. January 21, 2021- Tenant said the toilet was still leaking- Based on the tenant's obstruction, we opted to send a more expensive licensed plumber in lieu of our very qualified handyman. The plumber reported no active leak. February 4, 2021- At the tenant's insistence and to placate tenant, so that we could eventually perform the remediation, we replaced carpet in the closet. In the opinion of our professional carpet cleaner, the carpet did not need to be replaced. February 4, 2021 - Due to the tenants continuing refusal to allow us access to the property, and at tenant's insistence, we sent out a certified mold inspector. The inspector reported the same protocol that we initially were attempting to follow on January 13, 2021. We paid for the inspector out of our pocket to placate the tenant so she would allow us access to the property. The inspector was a complete waste of money. February 4, 2021 - Our handyman refused to go back to the property due to the tenants rude and demeaning attitude and the fact that she would schedule and then deny access. At this time, we began the process of finding and onboarding a new vendor. February 15, 2021- We were finally able to onboard new vendor that met our criteria for licensing, insurance and skill set to perform the job. February 17, 2021- We scheduled with tenant and our replacement handyman went out to the property and provided us with a quote for the job which was subsequently approved by the owner and performed. February 22, 2021- Work initially scheduled to complete on January 13, 2021, was completed (removed / replaced drywall, paint and sanitized). Consumer Response /* (3000, 8, 2021/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not saying anything about the mold, but since they mentioned it They did leave my family 2 months living with mold and the reason i refused service is because they had a non certified tech come to remove it and i didn't want it to spread throughout the house because he was not a mold restoration certified technician especially with the health concerns my children are facing. But they threathed to sue me kick me out if I didn't allow him in so I didn't have a choice. I'm not disputing the microwave, clean up for the microwave, or the cut blinds, That's a total of $725 plus $517 I received from your company, The balance that is owed to me is $ 903.00 Ma'am there was never a light bulb in my sons room, There was never a wand in the upstairs bathroom when we moved in we didn't have one. Yes you explained the carpet cleaning and cleaning but not at $500 that was never told or disclosed to me. Therefore should not be valid and do you have receipts to prove that's what the cost is? The A/C filter okay but not at $70 when it is only $4.74 and a 5 min job. You are gouge pricing and you are taking from my family. I would appreciate my money back. You can't do this to families that are excepting there money back to pay for a new rental Especially i wasn't given enough notice that your selling the place and I had to move out. This is extremely unfair and they can't do this to families, it is not right I'm excepting my money back totaling $903 thank you for your time concerning this matter. Business Response /* (4000, 10, 2021/09/14) */ As of September 10,2021, we are continuing to work with this tenant, and the owner of the property, on the tenants security deposit dispute. We are following the Florida statute and our lease. Since the tenant mentioned mold in her original complaint, we provided a timeline to show how we acted and how the tenant acted over the course of what should have been a very simple remediation. In her latest complaint, the tenant implies that we should have used a certified mold remediator to remove the mold in the property. The limited amount of mold growth in the property did not warrant a certified technician for removal. We understand this based on the U.S. Environmental Protection Agency's guidance as outlined in: "Mold Remediation in Schools and Commercial Buildings". This is the standard that is used by many governmental agencies to judge mold growth remediation in properties. We have successfully followed these guidelines for years in many situations. This was explained to the tenant. Since the tenant would not allow us to enter the property to remediate the problem, we agreed to hire a certified mold inspector to inspect the property. The inspector told us what we already knew, no licensed mold remediation needed and that our protocol for removal was correct according to EPA guidance. It is also important to note that at no time did we threaten the tenant. We worked with the tenant and the only way she would let us in to the property was for us to hire a licensed mold inspector, which we did at our cost. Again, this was the action that satisfied the tenant and moved her to allow us entry, not a threat from us to kick her out. Consumer Response /* (4200, 12, 2021/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bottom line is that this company bullies there tenant, they will do anything to not return the security deposit back to there tenants. It's completely unfair and unjust. I want to make aware of all future tenants, that if they rent from this company they will NOT receive there security deposit back, because they are bullies, they want to take from families and not give back what is rightfully there's. I will be posting a review on your site Since no one is able to help me with this matter and they continue to give me excuses as to why i shouldn't receive my security deposit back, It's sad but with big rental communities there able to take advantage of the tenants this way.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called to notify RPM that I was ending my lease in June. ****** ******* senior property manager listed the property and accepted showings WITHOUT notifying me (all during covid). I was blindsided and informed ****** I had not contacted movers or set a fixed move out date. ****** attempted to strongarm me into moving asap (so she could increase the rent), but also repeatedly remind me that I had to continue to pay rent. I told ****** I wanted all future communication in writing. Monday their staff ********** text me to let me know the property had a new renter and to return the keys. Today I gave the keys to ****** who told me that I have to continue to pay the electricity until August 18 when the new renters move in. AGAIN, with no notice and nothing in WRITING. ****** and RPM have been horrendous during this entire process. I am asking BBB to offer any assistance due to the misinformation from ALL staff at RPM to confirm they are being truthful. I was also not refunded any money/dep

  

  Business response

  08/20/2021

  Business Response /* (1000, 7, 2021/08/06) */ We work very hard to help our tenants and this tenant is no exception. We apologize if we could have done anything differently. We are at a loss as to how we could have been any more clear with our explanation of tenant responsibility per the lease, and our subsequent efforts to help her through an early lease termination. Please see the timeline below for reference. During marketing we regularly communicated with the tenant to schedule showings and appreciate the tenant working with us so that we could best help her. Please note that we have a pending lease with a new tenant and once that tenant moves in, that will end this tenant's responsibility for her lease. Pending move in, this will waive approximately four months from the tenant's lease responsibility. The tenant also makes note of deposit refund. We are in process of administering the tenant's security deposit per Florida statute which allows for 15 days if returning full deposit or 30 day should there be a claim. It is important to note that all of the information pertaining to early termination of the lease and security deposit disposition is contained in the tenant's lease for her reference. It is also important to note that while we are attempting to help this tenant, she is, as of today August 6th., past due with her August rent. We will continue to work diligently to get the new tenant moved in as quickly as possible and help this tenant every way we are able. Should there be any further need for anything at all, we remain available. 6/1/2021 - tenant notifies our office that she has bought a house and will be breaking her lease, with no specific date, only that she would be leaving as soon as possible. 6/1/2021 - Our leasing coordinator explained to tenant her responsibilities concerning breaking her lease and our process for best helping the tenant in this situation. Tenant was not happy with what her responsibilities were and demanded to speak with a supervisor. 6/1/2021 - Our Operations manager contacted tenant and reiterated tenant responsibilities and how we were best able to help her in the situation. We agreed to work quickly to try to re-rent the property so that tenant would not be responsible for the remainder of the lease. 6/1/2021 - Our staff contacted the HOA and the Owner to confirm early termination requirements and to update owner. 6/08/2021 - We received reply and approval from owner and HOA and proceeded to schedule a site visit at the property per the owner's request. 6/22/2021 - performed site visit and proceeded to market the property. During the marketing period we regularly communicated with the tenant to coordinate showings. 07/26/2021 - We notified tenant we had an approved application and requested a specific date for move out from tenant. Tenant indicated she would be moving out on 07/28/2021. New tenant is tentatively scheduled to move in on 08/18 /2021 pending HOA approval. 07/27/2021 - tenant returned the keys for her property to our office. Consumer Response /* (3000, 9, 2021/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response to **************/Real Property Management Sunstate. The information that ************** and Real Property Management Sunstate have reported to BBB is incorrect. As usual in this entire process ****** and Real Property Management Sunstate are lying. In reading their response, I am not surprised that they again are not telling the truth. I want to stress to BBB that I did not tell ****** or anyone of their employees of a move out date. They listed the property without telling me and forced me to move quickly. Also, I am shocked that they would tell you that they are working with me on ANYTHING because I haven't seen or heard or received anything from them since handing over the keys to the property; so for them to write to you that I am late for rent when I NO LONGER live there and have NOTHING in writing requesting that I was supposed to pay rent after giving ****** keys is a LIE. I appreciate all the help from BBB and would gladly speak to anyone BUT ****** at Real Property Management Sunstate as I stated in my initial complaint. She is dishonest and unprofessional, and I would rather speak to anyone but her. Again, My dispute with ************** and Real Property Management Sunstate are that they forced me to leave the property before I gave them a date, they listed the property without informing me first, they scheduled showings of the property during the covid pandemic, they have not returned my deposit, ****** verbally informed me not to disconnect FPL until mid-August and now they are reporting to you that I still must pay them rent when I have already returned to them all keys to property. I do not accept ******/Real Property Management Sunstate's response to my complaint. Please note the dispute is unresolved and please advise any further steps that I can process regarding both ************** and Real Property Management. Thank you for your assistance. Business Response /* (4000, 14, 2021/08/19) */ On august 16th The co-owner of our company ***** ******** contacted the tenant and let her know we wanted to resolve all issues. The tenant asked when her lease was up so we confirmed with her that her lease ended 12/31/2021. Tenant further asked about a proration of the rent that she has now paid for August. We confirmed that once a new tenant moves in that any amount paid for the period after the tenant moves in will be credited to her. The tenant also asked about when the security deposit would be returned. We indicated that we were in the process of processing the deposit and that it would be completed once the new tenant moves in. We also confirmed tenants forwarding address. We are hopeful this resolves all issues the tenant has and would request that if she has any further question she call us at XXX XXX XXXX and ask for *****. Thank you. Consumer Response /* (4200, 16, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please investigate business practices of real property management sunstate. They are unethical. They should NOT be in business with anyone.

*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. ↩