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:08/19/2024

  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.

  Bank statements and social security number were sent per this business request. Once they received it, they cut off communication with me. I am concerned that they have taken my personal information and sold it or are using it in a way to scam me. Business cannot go dark when they take such personal information.

  

  Business Response

  Date: 08/27/2024

  **********************,
  
  I reviewed all of the communication between you and our property manager, and its clear there was a misunderstanding. Ive attached the email chain here.
  
  Please allow me to address each of your concerns from this claim:
  
  1. Bank statements and social security number were sent per this business request.
  
  We did not request that information and have a strict policy against emailing or storing confidential information. We use a third-party company, Findigs (***********************), to conduct the entire application process. Findigs lets you connect your bank account or upload bank statements to verify income. 
  
  When you emailed our property manager to ask if you could upload bank statements, she said you certainly could. Since you had already begun that process with Findigs, she assumed you were asking if you could upload them to your Findigs portal. You never asked if you could send them via email, and she did not ask you to email those items.
  
  2. Once they received it, they cut off communication with me.
  
  That's not what happened. Our property manager did respond a few days later and apologized for not responding sooner because she was out of the office. You didnt clarify that you were sending this information directly to her, so she wasnt looking for it. Again, emailing this information isnt our process, and she doesnt handle applications. Thats an entirely different department. Reading your emails, it seems you were asking her procedural questions, and she was giving you quick answers. She could have been more comprehensive in her responses. However, we have made the application process as transparent as possible, and all of this information was provided on our website and in your Findigs portal. 
  
  3. I am concerned that they have taken my personal information and sold it or are using it in a way to scam me.
  
  In my sixteen years in business, I have never scammed anyone or sold personal information, and I wont begin now. When my property manager realized what happened, she assured you she would protect and delete your information. She clearly explained what had happened, so I doubt this is your genuine concern.
  
  4. Business cannot go dark when they take such personal information.
  
  I agree with this statement. It just doesnt apply in this situation. We did not take anything from you, and as far as I can tell, there was no follow-up phone call or email to anyone else in our organization. 
  
  Its clear from your email signature line that you prefer to conduct business by email rather than phone. Email allows one to consider ones words carefully and accurately. If you are discussing policy or need to relay a message to a group, its the obvious choice. However, I still prefer phone calls when you need to have a conversation that cant be done in person. Hearing a voices inflection, tone, and tenor lets you discern essential details and meanings otherwise lost in translation. 

  Case in point: I fear this meticulously written response may come off calloused and cold, which isnt my intention. Im willing to bet that if we could speak business owner to business owner, we would find much in common. We may even discover an opportunity to improve how we conduct business or ways we could help each other. Id welcome that conversation.
  

  
  

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me first start by saying I did not seek this company out. My previous property management company downsized and sold off some rental agreements to lighten their own load. My property was one of the. With that, the only rental agreement in place was from the previous company which Rent Appeal was supposed to still uphold. They did not. On multiple occasions, I reached out to the company to resolve the issue and all they would do is back peddle. This is the reason I choose to leave as soon as my new tenant was in place. The issue: Rent Appeal has charged a monthly fee $50, for the delivery of air filter (A/C package) that was to be charged to the tenant. This was to keep the ** unit in optimal working condition, however, told to me from the previous tenant, new filters were not always delivered. Total for the year $50x12=$600. Another big part of me reaching out to them was their inconsistent charges. I was charged on separate line items to rekey, make new keys, then change a broken lock on the same door. I have yet to receive a response. I was charged 2x within a warranty period to fix the same washing machine. Total $250. I was told I needed to replace the microwave because it was not working although the move out checklist showed it was in working condition. Then once I got a new tenant in place, I was charged 2x (again different line items) to clean the property and "make ready". Total $255.45. I have multiple monthly statements that show I had a balance that would forward to the next month but the following statement magically did not show the balance forward. I have more than a dozen email to both this company, the property manager *********************, front desk *********************, the maintenance coordinator ********, the previous managers- Atl Area Property Magt, and probably 50 or more text message exchanges requesting a call, email, response, clarification, follow up, etc. I am requesting help from the BBB to bring justice and help me resolve my issues! PLEASE HELP!

  

  Business Response

  Date: 12/20/2023

  Our team has already handled this entire situation. To summarize the request to refund $600: The previous tenant paid for a Resident Benefit Package that included filters, pest control, etc. The $600 was never billed to the owner of the property and if the filters were not delivered it would have been the tenant's responsibility to let us know so we can correct it. As far as our records go, those were delivered as scheduled. Regardless, that $600 has nothing to do with the complainant and will not be refunded. That was an agreement between the tenant and property manager and the fees were never charged or paid by the complainant. The $250 for warranty work was already refunded to the owner by the vendor directly. We have confirmed that this money was received. The complainant is requesting a refund for $255.45 for make-ready repairs.The contract authorizes us to make repairs under $300 without authorization. We made our repairs so a new tenant could move in and will not be refunding this cost. To summarize, the refund received was the $250 from the warranty vendor. The other requested refunds are not owed. 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21007599
  
  I am rejecting this response because they are failing to tell the whole truth. I waited for months for a refund from the vendor that was supposed to be sent to me. I asked for confirmation on more than one occasion which was not provided. Only Due to my persistence from Sept to now Dec did they finally agree to cash the vendor check themselves and then make a direct deposit to me, which is what I requested from the beginning. In addition, I just received a call from **** yesterday, December 19, 2023. Finally getting back to me on an email that I sent November 9, 2023. in the email, I detailed everything that I would like to happen and requested a response. I followed up on more than 10 occasions text/email and also a number of phone calls since November 9. I understand she said she was on maternity leave but her coworkers told me that she was back to weeks ago. No, just because you are gone doesnt mean that your coworkers do not take equal responsibility in making sure accounts and communication continue. I dont know what to believe. We went line by line and discuss things such as The two documented cleaning fees That should have been taken out of the tenants security deposit, but was billed to me amongst others. I directed her to the last portion of my email specifically annotating what a remedy would be to make me whole. And by the way, it is much less than my original request. She agreed that it is a small amount and has promised to get back with me by this Friday 12/22/23 after speaking with the broker. I am ver fair! And Before I close out this complaint with the Better Business Bureau, I would like to give the company an opportunity to work with me and rectify this situation.
  Sincerely,
  
  Santwaun ********

• Initial Complaint

  Date:10/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company forcing unwanted fees to be paid as well as a renewal fee when this is my first lease with them. The company took over the property from another company. My lease with them ended. So I had to start a new lease with Rent Appeal and they're charging a renewal fee, when this is a new lease. They are making me pay ***** for something I never got a real break down. This company is not going off the landlord tenant laws. I'm reporting because they need to be aware of the laws

  

  Business Response

  Date: 11/27/2023

  We have already negotiated with this tenant and have offered a one-time waiver of these fees since she is a new tenant to us.