Complaints

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They added money to my account but completely neglect any and all problems at the property. I literally still have the lock box that you use to view the property still in my door, I moved in 2 months ago January of 2024 . Its multiple things that need to be repaired at the property but yet again no one has been out. Comed had an system issue so I had to wait to switch over the lights in my name ( wasnt there for a month at that time) and they charged me $150 plus $55 (the light bill). When I first moved in I switch the water and put it in my name the village came out and almost shut my water off because the owner failed to pay the bill. I paid my rent, its a 5 day grace ******* I paid it on the 6th because the 1st and 2nd (March of 2024) of the month fell on a weekend and they charged me $150 then had the audacity to send me a notice saying my rent was late because I didnt pay the additional $500+ fines they added to my account. My rent does not include fines so I told them they sent documentation with false information. The carpet is foul and is tearing from never being changed. I cleaned it 3x now (they only took $150 off my security deposit, its no where near enough to clean this filthy carpet) and its still a dark ******** color. I actually have a rash from it now because I have extremely sensitive skin.

  Business response

  05/30/2024

  Dear ******,
  
  We understand your concern, and we want to extend our apologies for any inconvenience you have experienced. Your feedback is invaluable to us, and we truly appreciate you bringing this matter to our attention.
  
  Regarding the $150 charge on your ledger, it was labeled "to be removed once we receive the utility sheet." We have noted that the utility sheet was not signed and received until March 19, 2024 only, which was later than expected. The document is also one of the move-in requirements to fulfill promptly. The charge was removed on that date as promised.
  
  Additionally, the other $150 charge was for a late fee, which is automatically applied if rent remains unpaid after the 5th of the month. We have obtained approval and waived this late fee from your account as well.
  
  Regarding the cleaning credit applied to your account, it is important to clarify that it was not deducted from your security deposit but rather approved by the property owner.
  
  We have taken steps to adjust your ledger multiple times to address these concerns. However, it is important to emphasize that these processes are part of our standard procedures aimed at fulfilling our commitments to our clients and tenants and making sure everything is done right as promised. Transparency in communication is also a core value we uphold, and we have strived to maintain this throughout our interactions with you.
  
  Lastly, we understand that you have expressed interest in moving out of the property, and we are actively working to facilitate this process for you. We appreciate your cooperation on this matter.
  
  Once again, please accept our apologies for any inconvenience caused. If you require any further assistance in the future, please do not hesitate to reach out to us.
  
  Thank you.
  

  ---

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have worked with RPM since 2021. The last tenant moved out 6/1/23. RPM stated over $6000 of work was needed for the unit to be rent-ready. This amount was reduced after we asked for examples and pictures. We agreed for RPM to change the locks and agreed to $4000 to paint the 1st & 2nd floor, caulk the bathroom, & clean the unit. RPM emailed on 6/29, stating RPM would try to schedule the work the following week; we paid $4000 on 7/3. We sent emails on 7/7 and 7/13 requesting an update with no response. RPM stated via phone on 7/14 that painting and caulking were done, cleaning would be done by 7/16 and that they would email us the updated lease and list the unit 7/17. No email was received.During this time, with RPMs approval, we scheduled our own representatives to visit the property. RPM denied access to these representatives 3 times, stating a faulty lock box. The last representative was denied access on 7/28. RPM rescheduled for 7/29 and then again for 7/31. Concerned, we had a representative go to the unit on 7/29; a man answered the door, stated he was hired by RPM to paint, and was in possession of keys to the unit. This was two weeks after being told the painting was complete and the unit was ready to show.On 7/31, our representative obtained keys and observed the unit had not been cleaned nor caulked and had only been spot painted. We notified RPM of our concerns and stated they had breached the agreement.RPM management stated that they investigated, saw no concerns, suggested that we made up the painter, and denied the request for detailed invoices. RPM stated that we owe them an additional $962.50 to terminate the agreement.Due to the lack of communication, misrepresentation of work paid for, and lack of getting our property rent ready, we request a refund for the cleaning, caulking, and painting. Additionally, we request RPM update the termination agreement to show no additional fees and our agreement ending no later than 7/31/23.

  Business response

  09/25/2023

  Dear Client, It is unfortunate to see that you felt it necessary to make this BBB Complaint. As you know the owner has been working with you directly on the dispute you have raised concerning terminating your management agreement and the work done on your property for Move Out/Rent Ready. I know that the owner and you have had many conversations and your questions have been answered while explanations provided with step by step offers to correct any mistake made as well as offers of discount provided toward the termination fee, which is in accordance to your signed management agreement with RPM. RPM has been working with you to stand by our "done right" promise to do our best to resolve any dissatisfaction with our services, including services provided by any vendors that we work with. The owner last sent an email to you on August 17th reoffering an already expired offer of discount to which you never responded to. Please contact *** directly via phone call or email for this issue to be resolved.  

  Customer response

  09/30/2023

   
  Complaint: 20623748
  
  I am rejecting this response because:

  Unfortunately this response from *** does not accurately represent their actions nor does it provide any direct answers to our concerns. We (the owners) have had multiple conversations with ***. However, neither he, nor any *** representative, have ever provided any invoices for the work they claim was done, nor have they offered to complete the outstanding work. They did not provide a response to our complaint that the cleaning and caulking were not done, only stating that they "looked into the matter and feel the company has done an adequate job" as a company overall. As for the painter being in our property after we were told that the painting had been done two weeks prior and were denied access to the property on the same day the painter was there, *** denied knowing who the painter was, stated that he could not explain how or why the painter was able to get a key while our representative was told she could not get into the property and needed to reschedule, and never confirmed that the 1st and 2nd floor were painted in entirety as we had agreed to and paid for. *** did send us pictures of paint cans, painting in process in the upstairs bathroom, and a ladder. When we asked what date the pictures were from, *** did not respond to our email.
  
  Our BBB original complaint does not even fully cover all of the concerns we have with the company's actions due to the character limitations of the BBB process. In addition to those listed in our original complaint we have several others that we have also communicated directly to *** over the last four months. We paid $100 for lawn services that were never completed and then only reimbursed for part of the fee. We were charged multiple $35 trip fees that were never outlined in our work agreement and we were never provided dates for the trips the fees were charged for (and it seems potentially for times work was never even done, so no trip could have taken place). We were initially told that we would have to pay to have the wooden floors entirely redone, even though we had them refinished only two years ago. When we asked why and for pictures to be provided, we were told *** got a different estimate that said they would be fine to "just have some deep cleaning" done. We were told that full painting of the interior needed to be completed despite it being freshly painted only two years prior. When we asked if spot painting was an option, we were told no, as that would not be the best option to market the property professionally. We were initially told a part of the glass by a door had a scratch that *** would try to have someone repair. Then we were told it was actually the door, but could still be repaired. Then we were told we needed to replace the whole door for $630. When we asked for a picture of the existing door and a link to the type of door they wanted to replace it with, we were told we would get an email with that information. No email was ever provided. When we asked if the tenant's security deposit would cover any of the needed work, we were told that it only covered damages "larger than a nickel" and would not be used for any of these repairs, despite the concern with the door. We asked for confirmation that the security deposit had been returned to the tenant in full. We were never provided with confirmation that she was returned the money. 
  
  The only offer *** has made is to charge us 50% of the termination fee. *** is the party that breached their own agreement by lack of communication (we had multiple attempts to reach Anum, our contact with the company, to get updates on the status of the work and next steps with delayed or no responses), misleading us that paid for work had been completed by 7/14/23 (totaling $4000) which no work had been completed by that date, and by denying our representatives access to our own property in a timely fashion.
  
  Prior to the August email referenced in the *** response, we informed Zee that we would be filing a complaint with the Better Business Bureau and restated our concerns. Since no new information was provided and no new offer was made to reconcile in the August email, we did not feel the need to respond, as it demonstrated a lack of willingness to resolve the concerns or even directly address them.
  
  At this time, our concerns are not resolved. We have paid for work that was not complete and *** has not produced a reason there was someone with keys inside the property on 7/29/23 while our representative was actively being denied access. We are not able to sign a termination agreement that states we have breached the agreement when it is *** who has not met their own company standards and is trying to charge us more than $500 on top of the $4,000 we have already paid for services that were not completed. The done right promise from the parent company states that in the case that the job is unsatisfactory, that agreement may be terminated without a fee. In this case, at best, the work is unsatisfactory, but appears as willful misconduct due to when the work was stated to be done, when someone was in the property after the owners were denied access, and with the continued lack of transparency from the company.
  
  Again, we are asking for a statement that the agreement between us and *** ended, no later than 7/31/23 and no termination fee is due. We request a return of $4000 for the painting, cleaning, and caulking that we were told were completed by 7/14/23 and were not completed.

  Sincerely,
  
  ******************************* & *******************************

  Business response

  10/18/2023

  Please see the email sent to you by *************************** on October 17th, which is in the ongoing email thread started on August 2nd by you. 

  Customer response

  10/23/2023

   
  Complaint: 20623748
  
  I am rejecting this response because:

  On 10/19/2023 per request from the representative of RPM who made the most recent business response, we responded to the 10/17/2023 email from **********. In that email, *** offered his assistance to finalize this situation and stated that he had spoken with a representative from the corporate ****** of ********** and RPM with whom we had also spoken. Zee however did not offer any specifics on how to wrap up the situation. We have yet to receive a response from Zee or anyone from RPM. Our email response is below and was sent on 10/19/2023 to ********** and the "clientsuccess@" email address for RPM:

   

  "Good Afternoon Zee,
  
  **** at the corporate ****** of RPM contacted *** last on 10/3/2023. He informed us that he spoke with you and stated you would like to find a solution and are open to the removal of the termination fee. He also stated you had completed payment for some amount for the painting of the unit.
  
  We would like to see this issue concluded as well. To do so, we request that in addition to the waiving of the termination fee, the release of liability and the confidentiality requirement be removed from the termination agreement narrative.
  
  We also request a refund for the caulking and cleaning which were never completed. Additionally, we would like a copy of the invoice for the painting that was completed and refunded for any difference between what we were quoted and what was paid. As we have documented on multiple occasions and in multiple ways, we were told that the work was done prior to 7/14/23, but in actuality the painter was on premises 7/29/23, while we were being denied access to the property, presumably painting, and the cleaning and caulking were not completed as of the walk through done on 7/31/23.
  
  Thank you for your response,
  
  *** and *******"

   

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

  Business response

  11/09/2023

  Dear ******** and *******,
  I trust this message finds you well. As previously conveyed, *** has been actively engaging with you via email in order to address and resolve the matter at hand. Regrettably, I am unable to provide any additional assistance with regard to this particular complaint. *** has dedicated considerable time to thoroughly reviewing your concerns, yet has not identified the issues you mentioned despite conducting multiple reviews.
  I kindly urge you to maintain open communication and continue corresponding with Zee through the existing email thread shared between both parties. This approach will facilitate a comprehensive understanding of the situation.
  RPM remains committed to ensuring a satisfactory resolution for all parties involved. Thank you for your understanding and cooperation.
  

  Sincerely,

  RPM Chicago Group 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RPM was managing my house while I was living in ******* .. the tenant ********************************* was evicted because she stop paying rent .. since there was nothing they could do at the time I decided to file an eviction with my lawyer .. due to covid and courts shut down it was postponed the sheriff could not come out and I returned to ******* it turned out they had left god knows when .. in the meantime these people never went by the house or tried to go in all they were doing was sending emails I didnt want them to do the eviction even though as u see there they claimed they sent an evacuation notice.. I did not get any documents from them until I got this bill then they sent the total bill to collection because I didnt accept there threat .. collection was on my credit and I decided ok I will pay early termination fee off 600 .. now they email me no mail a new bill for **** for rent are u kidding me .. the tenant has been gone property sold .. and they are still after me .. I want it removed from my credit no balance and an spongy in writing no email and this letter publish ..

  Business response

  07/24/2023

  It is unfortunate that you have decided to file this complaint. On June 13th you were given the following information when inquiring about the amount you owe RPM that was sent to Collections... "  I have been informed that RPM did offer you a settlement in July 2022, which you did not accept and has since expired. RPM also offered to handle the eviction but you chose to use your own attorney.All future communication needs to go through the collection agency." Compliance has been informed to contact you regarding this complaint and to explain to you again, why you have an Unpaid balance with us. 

  Customer response

  07/24/2023

   
  Complaint: 20238883
  
  I am rejecting this response because:
  This company keeps using the collection as an excuse so why are they billing me again for $1200 that is owed to me by the tenant.. and as stated the house was sold woman evicted  moved out .. I would like for them to stop billing me 
  Sincerely,
  
  *****************************

  Business response

  07/25/2023

  As mentioned in the previous response, I have informed the ********************* of this complaint and to contact you. 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The nature of the dispute is a termination of services and assessed termination fees by Real Property Management Chicago Group (RPM), in spite of a lack of responsiveness to property management inquiries and failure to place a tenant I requested to place. A property management contract was signed on 3/17/23, to provide property management services for the property at ******************, Chicago, ** *****. RPM failed to respond to multiple inquiries throughout the management process, which led to my request for termination of services:RPM was unresponsive to multiple requests about the status of property listing and lease signing for a prospective tenant I brought to them. RPM notified the tenant I provided did not qualify, only after I requested to terminate the management contract on 4/23/23. Also, RPM provided a prospective tenant, after I requested to terminate the management contract on 4/23/23.In good faith, I proposed a resolution for the dispute in a 5/5/23 letter, including a payment for $95. RPM has not tried to resolve the problem/dispute. In a lack of good faith, RPM deposited the check and proceeded to contract a debt collection company instead of continuing to resolve the dispute. RPM contracted ****************** Services (Account: #*******, who is pursuing a debt collection for $2345. I disputed the collection on 5/25/23.In summary, the desired settlement is described in the 5/5/23 demand letter:1. Accept payment of $95 for contract termination (Deposited by RPM)2. Demand return of property keys (still withheld by RPM)3. Confirm Termination of Contract (Unconfirmed by RPM)A timeline for lack of responsiveness is attached.A copy of demand letters on 4/27/23 and 5/5/23 is attached.A copy of RPM deposed check for dispute resolution is attached.

  Business response

  06/06/2023

  Dear **********************,
  Apologies for your misunderstanding of the Contract terms for cancellation of agreement, you may refer to the "Terms" section of your management agreement. We understand that there were some lacking communications however, you were informed of a declined application for the tenant you wanted to place in the unit and that we had an approved application as well. RPM can not be blamed for the amount of time your property is listed without interest. RPM did list your property and did provide listing and application work for your property. The $95.00 fee for requesting and providing a Heat Disclosure is not a "termination fee", it is a fee for providing that service and is separate from the "termination fee". Again, it is clearly stated in your Management Agreement that we charge 1/2 of a full month's rent which is $750.00. It was also explained to you that since we had an approved applicant and the service of performing this work for your listing was provided by RPM, you would have to pay an additional "Leasing Fee" of $1500, for a total Termination fee of $2250.00. If you would like to discuss this further, please contact me at ************. 
  Thank you,
  *************
  Client Success Manager
  *****************************************************************
  

  Customer response

  06/12/2023

   
  Complaint: 20110288
  

  Hello Sunshine Baba and RPM Management, 

  I reject this response. Some lacking communications is an underrepresentation of the facts. The lack of responsiveness in property management is the reason I requested to terminate this contract. Additionally, I was notified of the application denial for a potential tenant I provided and new application from an RPM referred tenant, only after I requested to terminate the contract. A lack of responsiveness is at the core of this dispute. 

  I comprehend the contract has language for terminating a contract. However, this contract is opaque and unclear in the ***** section, specifically the Management Satisfaction Guarantee. That same Agreement, as you stated, allows for the owner or agent to terminate a property from the agreement for ANY reason during the Management Satisfaction Guarantee period, which is defined as the first 60 days of the agreement. It purports to then say that if the property is vacant, satisfaction guarantees are only after the property has been initially leased.  Ridiculous. That is a veiled language, disadvantaging an unsatisfied owner for an unoccupied property.

  Section **** Agents Due Diligence and RPMs Neighborly Done Right Promise are both provisions that clarify a lack of responsiveness merits a cancellation of this agreement. RPM failed to provide due diligence in responding to the owner inquiries on property management, leading me to explore other property management and possible tenants independent of RPM. Additionally, the Done Right Promise explicitly states, Neighborly is a community of home service brands that share a commitment to providing you with outstanding service. All our service professionals operate on a simple but powerful principle - if a jobs not done right, well make it right. RPM failed to provide satisfactory, let alone outstanding service. Terminating this contract without penalty is a viable option to remedy the lack of responsiveness of managing this property.

  ****. AGENTS DUE DILIGENCE
  Agent Agrees to use due diligence in performance of this contract and in all matters involved with the management of this property.

  RPM failed to exercise due diligence in this matter, by being unresponsive to multiple communication attempts by the owner. Under Section **** Agents Due Diligence or Neighborly Done Right Promise, RPM is in breach of this contract. I dispute any owed termination fees and request this dispute be forwarded to the Real Property Management Franchise Owner. In the Neighborly Done Right Promise an option is to terminate the contract without penalty. I am requesting this contract be terminated without penalty, due to lack of responsiveness from RPM.

  In summary, the following items are still outstanding:
  1. Demand return of property keys (Still withheld by RPM)
  2. Confirmation of contract termination without penalty (Unconfirmed by RPM)
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  10/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  RPM had managed a property that I sold in June. I paid all bills owed to RPM - termination charge, repair charge, move out inspection. All was even until tenant stretched their stay for an additional 5 days and paid RPM $292 to do so. RPM claimed that I owed an additional $291; I explained that I had paid all bills and that I am owed the $292. After much back and forth RPM sent me a check for $208 and refuses to explain the math behind it. Since I have little or no supporting information, this may not be correct - ultimately I am seeking the truth...

  Business response

  01/04/2023

  See Attached

  Customer response

  01/07/2023

   
  Complaint: 18339846
  
  I am rejecting this response because it appears their response to this complaint is a sad, lame attempt at CYA (containing multiple falsehoods).  RPM did, however, finally send me some details this week (more than six months after this whole thing should have been cleared up properly) that has given me an idea of what their errors actually are. It frustrates me that I have to be the one to put forth the effort to discover and report on their errors. Here's my response to them: 

  
  

  Now we can start digging into this with a bit more detail.  The first problem I see is the Income for the month of June you indicate $584.  That makes no sense since the tenant stayed for half a month plus some extra days.  The income would definitely need to exceed the half month rate of $875 ($1750 / 2).  It looks like the income for the month should be the $1167 simply the half month plus the extra days. 

  The problem looks to be that the tenant accidentally paid for a full month and you subtracted the $583 refund you made to them but that transaction was between you and the tenant and had nothing to do with me.  My income should be either $1750 - $583 or $875 + $292.  Both of these result in $1167. Then you can take the $1167 (rather than the $584) through the rest of the calculations.

  I went a bit further and showed them how the change in June income from $584 to $1167 would result in an $84 deficit that needs to be paid to me.  I still don't fully understand why they sent me a check for $208 when they owed me $292.  The $292 is simply the rent paid by the tenants for the extra days they remained in the house - when they needed to stay the extra days, the rent they paid simply had to come to me.  I asked RPM some two dozen times over the last six months to explain the $208 - but never received a response that contained any kind of explanation.  This is my best guess as to just what has happened here; I would much rather hear this explanation come from RPM, but they simply refuse to address the issue.  They won't share details that tell me I'm right, they won't share details that tell me I'm wrong.  They just sit on their hands. The biggest effort they've put forth is to make statements like this in their response to this Complaint: "Bottom line is this person is no longer a client of ours and actually owes us a lot more money than he claims we owe him."  Sad...
  

  
  

  End result is they still owe me $84.
  
  Sincerely,
  
  *******************

  Business response

  01/20/2023

  ****************, 

  Please note that the delay to your original BBB complaint made in October 2022 is due to the person who had received such emails has been on Maternity Leave, which was just recently resolved to be sent to me, I do apologize for that. As soon as I became aware of this issue and received the information from the team members involved, I responded to the complaint. Also, I know that there have been numerous email communications with you regarding this issue since July 2022, so for you to say you received no communication from RPM in 6 months is inaccurate and a false accusation. I also know that the team has continued to research and provide information to you regarding your inquiry of the $84 dollars you feel is still owed to you. There is obviously some confusion regarding the information provided to you, I know that a team member from RPM accounting is in contact with you and reviewing your account again using the information you have provided and will be continuing to communicate with you to come to a resolution to your inquiry. I hope that this is acceptable at this time and we can resolve this BBB complaint and continue to resolve the issue outside of this forum. Thank you 

  Customer response

  01/23/2023

   
  Complaint: 18339846
  
  I am rejecting this response because: While I can understand why RPM would like to "resolve this BBB complaint and continue to resolve the issue outside of this forum" (I suppose anyone would), I would prefer to first receive a sufficient response to the issue I have communicated repeatedly over the last seven months:

  "I see I have received a check for $208.  I need to know how you arrived at the $208 amount".

  I've gone as far as to perform some arithmetic and provide RPM with a solution that makes sense; but, RPM continues to focus their efforts on hoping the issue will somehow disappear rather than providing a valid explanation...

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

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The property management company allocated an invoice of $500 for HVAC maintenance at lease end, stating this is the tenants responsibility not the owner of the home. The property manager is withholding my rental deposit until I agree to pay for the maintenance invoice.

  Business response

  05/19/2022

  Hello BBB,

   

  I'm pleased to let you know that both the owner and tenant both agreed to cover the **** costs halfway each, as a result, the tenant got a $250 refund. This issue has been resolved.

   

  Regards,

  ******

*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. ↩