ComplaintsforRENU Management LLC

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to reach out to **** throughout week regarding my application. I applied for this home on 4/13. I spoke with customer service and I was informed that my application was rejected due not receiving the requested information from my case worker at the housing authority. After speaking to my case worker I received this response from her. Please see below. Your payment standard for a 5 bedroom is 2508. So rent and utilities combined need to be EQUAL TO or LESS THAN that amount to be approved. The email she sent did not ask what the payment standard was, she asked what housing authority was going to contribute to rent which I did state in the email that, that was not something that could be determined prior to a packet being turned in. Rent portions are based on many things, including the rent amount she is asking for, what utilities are in your name and your income. She did not follow up or turn a packet in for you to see if we would be able to offer the amount she wants.With this information being provided I feel as if my application was not properly processed and denied bc of an issue on your end. The home is within price of my section 8 voucher. I meet all qualifications minus section 8 to rent this house. I also submitted my voucher information and the required packet to turn twice. Just as **** has policy and procedures, The ***************** does as well. All paperwork must be filled out and return before any agreement can be reached. **** never turned in the paperwork to see if section 8 would approve the amount asking are requesting for this unit. I feel as if Im being discriminated against because of my Housing Choice Voucher. The *** at **** terminated my application and lied and said she didnt receive the proper paperwork.

  

  Business response

  08/27/2024

  Hello ********, 

  I am sorry that the application process has been frustrating for you.

  Our policy for the housing authority, requires the prospective resident to provide a breakdown of what the housing authority is willing to cover and the housing authorities original application. 

  In reviewing your submitted application, **** did not receive the required documentation to continue the process.

  At this time **** has canceled your application and refunded the application fee. 

  Thank You. 

  Tamaki Guy 
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this complaint as notice of an issue that arose when our front door k*** broke and we were unable to gain entry into our home. I have formally requested a refund or account credit for $420.00 for the services of a locksmith that were used to respond to this emergency. On July 29th, 2024, at approximately 4:30 pm, we returned home and were unable to open the front door with our key. OneMaintenance was contacted and informed us that rapid and same-day response could not be guaranteed and advised the use of a locksmith for prompt entry. To date, I have taken the following actions to amicably resolve the matter: Submitted original maintenance request with OneMaintenance on 07/29/2024 Contacted the management company via email (*******************************) and phone to request reimbursement on 07/30/2024, 07/31/2024, 08/02/2024, 08/05/2024, 08/06/2024, 08/09/2024, and 08/13/2024 Provided proof of payment (invoice) and vendor contact information via email (08/02/2024)Contacted the maintenance manager, ************************* ****************** for updates on status of reimbursement on 08/05/2024, 08/06/2024, 08/09/2024, and 08/13/2024 with no follow-up received These previous attempts to resolve the problem with the property manager have been unsuccessful and this issue is directly affecting us with distressing financial strain, which impacts our ability to pay our monthly bills and has significantly increased our stress. The lack of responsiveness and inability to speak to a representative with authority on the matter has demonstrated ****'s lack of concern, urgency, and professionalism.

  

  Business response

  08/26/2024

  Hello ********, 

  **** received your request for reimbursement for the locksmith on 8/2/2024. 

  The documentation of proof of payment and invoicing has all been provided to the owner for approval. 

  We will be in touch as soon as an update is available. 

  Thank You. 

  ***************;

  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My A/C went out at my house on 8/10/2024. RENU Management will not contact me and let me know what is going on as far as the repair. I was told by a tech (3rd party) that the repair was over $2000 and the Maintenance Manager "*******" had to approve it. It has been 3 days now and I have not heard anything. I have breathing medical issues that require I stay in an air condition unit. The weather is 90 degrees + and I am having a hard time breathing. I need my A/C fixed ASAP! I am renting from the company and they are supposed to be the ones that fix the unit.

  

  Business response

  08/16/2024

  Hello *****, 

  In reviewing your file, the repair was approved while our vendor was on site. The issue is parts had to be ordered complete the repair, those are scheduled to be delivered this week. Once those have been delivered, the vendor will be in touch with you to schedule repairs. 

  I understand this is frustrating, however, we have escalated the repair and are working as quickly as we can to repair the ** unit. 

  Thank You.

  ***************;
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This dispute is with RENU Property Management over rental property at ****************************************************************************. The property was estimated to be available for viewing 7/24/24. My application was approved around 6/13/24, and I was rushed to sign a lease and pay a deposit for move in in August. I spoke to *********************, leasing manager, about signing a lease without viewing the property first and possibly not liking it. She said there would be something in the lease regarding this, insinuating it covered me. But due to ******* to sign the lease, I overlooked that it only covered them and not me. Regardless, due to personal and financial struggles, I realized I was unable to afford to move. I sent my first email to **************** on 6/25/24, letting her know my struggles and asking for options. I received no response. I sent a second and third email on 6/26/24 and 6/28/24. **************** replied on 6/28/24, stating that I could terminate the lease but lose my deposit. I immediately replied that was not an option for me. I could not and cannot afford to lose $2875. I continued to send emails to ****************, called numerous times, escalated the situation, asked to speak with a higher-up, left messages. When I spoke to someone through the *****, they told me someone would be calling me to discuss. I have received no phone calls, no response whatsoever from **************** until 8/7/24, when she sent an email informing me that my lease was terminated and someone would be calling me the next day to discuss my request for a refund of my deposit. No one called. I sent her an email on 8/9/24 stating that. The lack of communication is ridiculous and extremely unprofessional. **** had at least a month until the estimate time the property would be available to get another prospective renter and receive another deposit. We also had a hurricane in the area during this time, and there was a huge possibility that the property was damaged. But, again, no communication from them.

  

  Business response

  08/16/2024

  Hello *******, 

  I am sorry that you do not feel **** returned your call in a timely manner, however, in reviewing the email and text communication- **** had been responsive to all of your concerns. 

  **** will not be refunding the Security Deposit. You signed the lease agreement, stating site unseen rental,  which means **** is within its rights to keep the Security Deposit. 

  Thank You, 

  ***************;
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

  Customer response

  08/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I absolutely do not agree with the denial of refunding my deposit for this property.  **** never fulfilled their obligations to the lease agreement.  It took filing a complaint with the BBB before **** would even respond to me in any way.  It has been since June that I have been contacting them.  In July, I even requested a status of the property and its availability for showing.  There was absolutely no response to my inquiry.  I wasn't contacted whether or not there was any damage to the property due to Hurricane ***** in July.  There were power outages and destruction to the neighborhood and in the immediate vicinity. 

  Also, if they wanted to hold me to the lease agreement, why weren't they communicating with me about any upcoming move-in instructions and confirmation on a move-in date, when the leasing manager specifically told me that the date may need to change due to the property's availability.  NO COMMUNICATION whatsoever.  It is unacceptable.  Why am I supposed to be held to a lease agreement when they are not and have not?  They have done something wrong, and they have failed.  They absolutely should make things right and refund my money.
  
  Regards,
  
  ***************************

  
  

  

  Business response

  08/20/2024

  Hello *******, 

  Thank you for reaching out again. 

  As I advised you on the phone, **** will not be returning your Security Deposit. Security Deposit is defined as "money that is given to a landlord, lender, or seller of a home or apartment as proof of intent to move in and care for the domicile." 

  Had the hurricane been a factor that prevented you from moving in, **** would have contacted you. Since the home was not impacted, then the hurricane is not a valid reason for you to back out of this lease agreement. 

  You signed the lease agreement, no one forced you to do so. You should always read a document in its entirety before signing. 

  The lease agreement, advises you the only two reasons you would receive your Security Deposit back due to a delay in occupancy (Sections 2.4 & 2.6) are if the home is under construction or if the prior tenant holds over, neither of these items apply here. The home was available and ready for move in, on your move in date of 8/7/2024 and you opted to not move in, which means you canceled your move in. 

  If **** was truly holding you to the lease agreement, **** could treat this as an early termination of the lease agreement and charge you through your lease agreement until the home is rented. (Section 4.2.2). However, **** is not doing that. 

  Thank You. 

  Tamaki Guy 
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. This complaint relates to refusal of Renu Property Management to return most of our $2000.00 security deposit at the end of our lease and our moveout.2. Of note, we were not offered the opportunity to attend the moveout inspection on this house after our moveout.3. Charges assessed upon move-out were over $2900.00, $2200.00 of which was for painting issues.4. Our first e-mail disputing these charges resulted in the company reducing the charges to around $1900.00 - over $1600.00 of which still involved charges for painting. 5. The "paint problems" identified in the move-out inspection involved "nail holes and marks on the walls", which are specifically defined in the lease as "normal wear and tear" and specifically excluded from charges against the security deposit.6. In our second e-mail disputing the remaining "paint" charges and citing the language in the lease, we also pointed out that the lease specifically "prohibits" painting any walls in the house during occupation of the premises!7. The response from Renu Property Management was: "We have done an internal review of your move out charges and have determined that there will be no further adjustments to your move out charges." 8. Following this reply, we received a check in the mail for $131.00 - the total refund from our $2000.00 security deposit after the adjusted charges resulting from our first dispute. NOTE: We have not cashed this check......9. Subsequently, we wrote a letter to the Renu Property Management corporate office which was delivered (and signed for) on July 18. This letter and accompanying documentation outlined all of our concerns, including the specific language in the lease which has been cited above. 10. As of today, almost four weeks after this letter was delivered, we have still received absolutely no response.

  

  Business response

  08/16/2024

  Hello, 

  **** has reviewed your move out inspection report and made the only adjustments we will be making at this time. 

  I have attached the move out inspections and a copy of the disposition letters where adjustments have been made. 

  Thanks, 

  ***************;
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

   

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  Customer response

  08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  "I remain dissatisfied with the response by Renu Property Management to my complaint filed with the Better Business Bureau. This company has refused to return the security deposit from the rental of a house, despite the fact that the house was left in pristine condition at move-out, with absolutely no damage and very minimal "normal wear and tear", which is specifically excluded in the lease from charges against the security deposit."

  
  Regards,
  
  ***************************
  

  

  Business response

  08/26/2024

  Hello ********, 

  **** has already reviewed your file and made all the necessary adjustments to your final balance due. 

  Should you need anything further please reach out to me directly. 

  Thank You. 

  Tamaki Guy 
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renu Property Management is our leading agent for our rental home at ****************************************. On July 24th, our freezer began beeping and had stopped cooling. This is the second time we had this issue, so we knew our refrigerator would be going out soon. In an effort to not lose all of the food we just bought and stocked our unit with, we reached out to our maintenance company and asked for them to send someone out ASAP. We could not get ahold of anyone despite our efforts to call and email. After 5 days, a maintenance worker was sent to our home. He was there less than 5 minutes and told me it couldnt be fixed and had to be replaced. He informed me. He would submit a proposal to replace it. We have followed up every day since and not had anyone help to resolve this issue. We are now almost 2 weeks without a working freezer and refrigerator. As a family of 5, this has put extreme financial burden on us, as we cannot store food and have had to eat out. We have lost over a thousand dollars in food that went bad, and having to spend money to eat out due to their lack of response and willingness to help. We are asking for this issue to be resolved, as well as get financial reimbursement for the money we have lost due to their lack of fulfilling our request. Per MO law, our issue has to be resolved in 14 days and we are very quickly approaching this.

  

  Business response

  08/16/2024

  Hello ******, 

  In reviewing your maintenance requests, the fridge was ordered and is scheduled to be delivered 8/16/2024 @ 10:30 am. 

  **** has requested approval from the owner for the concession requested, as soon as we have an answer. I will reach out to you. 

  Thanks, 

  ***************;
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

   

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  That is actually not true. We were  scheduled to receive a new refrigerator on 8/15/25 based on the attached evidence from the maintenance company. No one showed up, answered our calls, or reached out to inform us they would not be coming. I had to take the day off work to accommodate them delivering a new refrigerator. I am now taking the 3rd day off work to accommodate a maintenance person coming here more than 3 weeks after this maintenance request was originally submitted. The amount of money our family has lost in food, having to eat out, and taking off work for this needs to be resolved by ****. 
  
  Regards,
  
  *************************

  
  

  

  Business response

  08/16/2024

  Hello ******, 

  The fridge replacement is scheduled. 

  Once this has been completed, we will discuss the concession requested. 

  Thank You, 

  ***************;
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

  Customer response

  08/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Ive refrigerator was finally replaced after 24 days. We would like **** to reimburse us for food lost, money spent on take out for the last 24 days as well as days taken off work for the replacement when no one showed up as scheduled. We should not have to file an insurance claim and have our rates increase when this was at the fault of **** not completing our maintenance request in a timely manner. Please let us know what can be done to satisfy our request.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company lost rental assistance check, then they located the check and applied it, however the check bounced because they told the company it was never received and caused fees on the account. I was working with the collections manager to get the fees resolved. He wound up leaving the company and someone else took it over and stated there was nothing that could be done.

  Customer response

  07/29/2024

  To whom it may concern,
  
  
  I was working with ***************** initially, there was a check sent to you guys from *********************************************** in the amount of $350 back in April. As a few days passed you guys said you lost the check. *** reach out stated that he found the check and would apply it to the current balance due. 
  
  
  The check returned because you guys claim it to be lost. I reached out to *** and told him I would just pay it instead of waiting for them to reissue another check. He told me to give him a call on Friday 6/28 to make the payment. When I called that day they told me he had already left for the day he only work a half day which was never disclosed to me. So I had to wait until Monday to speak to him. On Monday 7/1 the July rent payment was now due so he told me I would need to pay the $350 plus my normal rent payment. He said he would open the portal so that the payment can be manually inputted. I make my payment of the 5th because of my scheduled payroll date. He told me to call him on the 5th and I asked if the had any holiday hours and he told me you guys were actually going to be closed that day, However, he stated that he would manually adjust it for me so I didnt face any late fees for paying after the 5th. He told me I could text him and he would open it. Unfortunately, that never happened. 
  
  
  I spoke with *** the next business day 7/8, with much frustration and confusion to finally get this resolved. *** calculated the wrong amount due twice so from what was paid on my end he said he could not cancel so I had to make an additional payment with the correct amount. This in turn, caused additional fees. 
  
  
  On 7/16  reach back out to *** after receiving a 3 day notice in the mail. I was unable to get a response. I messaged him Sunday, 7/18 and he called me. During this call *** mentioned that I can rest assured that he was still working on this and sorry he hadnt got back to me yet. He said he cant guarantee that he can wave the entire fee amount and asked how much I can pay. Im on a fixed income. I told him i honestly dont know. He said okay let me see what I can do with my senior manager. He told me I should hear from him by Monday and to have a great weekend. 
  Monday I didnt hear from him, so I reached out to him and I got no response. 
  
  
  Friday I reached out again, however this time I got a voicemail from an extremely Un-empathetic employee, she threatened me by saying if I talk over her, wouldnt make things any better as she proceeded to talk over me in an authoritative tone. Towards the end of our conversation she made it seem like she cared and wanted me to enjoy my weekend. Today this same person named ***** called me stating that theres nothing that could be done and thats it.
  
  
  I no longer want this person handling my property. I need someone that can call me because this situation is extremely unacceptable, misleading and we were with a different company not sure why it switched to ****, but I have never been treated like this by anyone dealing with my livelihood. 
  
  
  I asked ***** if I could speak with a higher manager she told me no. She said something about me talking to the president of the United States. Then she told me to reach out to the ***** number, all theyre going to do is send the call to me. (In her words). 
  
  

  

  Business response

  08/07/2024

  Hello ********, 

  **** has reviewed the following complaint. 

  **** did not lose the check. The check was dated for 4/14/2024, however, **** did not receive it in the mail until 6/4/2024. Which is when it was applied to your ledger. On 6/30/2024, **** was informed that the check was NSF and we updated accordingly. The lease agreement advises you that anytime a payment NSF's then a fee is assessed.

  0n 7/31/2024, our Senior Collections Manager provided you with a one time courtesy credit of $40.

  I have reviewed you entire ledger and do not find anything to be wrong with the current charges due, please make your payment. 

   As always, **** takes your feedback seriously. 

  Thank You for being a valued **** Resident!

  
  Tamaki Guy 
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put in a work order over a month ago for the servicing of my AC unit. A technician came and determined a lot of work was required and submitted a quote to **** for the repairs. It has been over a month and I have to get scheduled, even after 20+ email attempts to the property and maintenance manager (******************* and *****************************) along with 50+ calls that have been ignored. In addition, I have been back charged for two work orders that per the lease agreement, it is not my responsibility. First was a smoke detector that needed to have its battery replaced which is located 15+ feet in the air. The lease states anything above 10 feet is not my responsibility and I was encouraged by the maintenance team to put in a work order. Secondly, I was back charged for a work order I put in to clean up infectious mold found in my refrigerator from the previous tenant. This out the health and safety of my family and I in serious danger, yet I was charged by the company for having a technician clean it up. I am appalled by the disregard and incompetence of management and will be pursuing legal actions.

  

  Business response

  07/30/2024

  Hello *******,

  I am sorry that you are frustrated with ****. I would like to address your concerns below: 

  1. Chargebacks for maintenance:

  
  a. You were billed for a trip charge to replace batteries. Per your lease agreement, Section 5.2.4 this is the tenants responsibility. No where does the lease give any kind of stipulation as to the location of these items changing the responsibility to the landlord. 
  

  b. You were billed a trip charge to clean your refrigerator. This was not infectious mold, this was spoiled food. You claim that the spoiled food was in the refrigerator at your move in, however, we have documented pictures of a clean refrigerator prior to your move in. You will find that this is also a part of your responsibility as a tenant, please refer to Section 5.2.1.  
  

  c. I would also like to remind you that you agreed to rent this property as is, site unseen. Please refer to Section 15 of your lease agreement.

  d. Section 6.3 advises you that you can be billed for any repair charges. 

  2. **** issues:

  I have spoken with your maintenance team and they have advised me that the only thing wrong with the **** is that the filter has not been replaced frequently enough. You have been advised to replace the filter at least quarterly. This is also your responsibility per Section 5.2.3. If you feel your air filter needs to be replaced more frequently for optimal performance, please feel free to replace it more often. 
  
  Should you need additional information, please feel free to contact me directly. 
  Thank you,

  
  ***************;
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  

  
  

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was instructed by the maintenance team to submit a work order regarding the smoke detector battery, and per RENU's guidelines every phone call is recorded. However, when I requested the recorded call with the maintenance team, I was told they are 3rd party vendors and they do not have the recording. Secondly, **** provided me a home that put my health and safety in jeopardy, regardless if it was accepted as-is. Lastly, the **** issue is not regarding air filters. I have replaced the air filter once a month and the vender determined serious servicing was required on the internal unit. **** continues to lie regarding these issues and must be held accountable. 
  
  Regards,
  
  *******************************
  

  

  Business response

  08/09/2024

  Hello *******, 
  **** has been in communication with you about your repairs. I am sorry that you have found this process frustrating.

  I remind you that **** is a third party management company. All repairs have to be approved by the owner. The ** maintenance repairs are being completed according to the vendor suggestions and owner approvals. 

  Your lease agreement does not say that the landlord will replace your light bulbs or your filters. In fact, it states it is tenant responsibility. I have attached a copy of your lease agreement for your review. Please read Section 5.2 Tenant Responsibilities; #3 filter replacement, and #4 light bulb replacement. 

  Thank you for your feedback. 

  Tamaki Guy 
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

   

  Customer response

  08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  **** in fact has not been in touch we me regarding the repairs. There are still several unaddressed issues that are being escalated to the magistrates' court. I have documented evidence, provided by **** and myself, that they provided me with a molded refrigerator that they refuse to take responsibility for. They claimed they have photo evidence of a clean refrigerator however of the 9 images they sent me, not a single one addressed the location of the mold. They refused to provide me with the invoice that they wrongly billed me with for back charges on work orders. They claim to say that replacing a filter and light bulb (not sure where the light bulb came from) is not my responsibility, however I have a statement in writing from the **** vendor that he didn't replace a single air filter and performed tests on the **** unit to determine its efficiency. His tests concluded that the **** unit had very low pressure ratings and needed servicing to provide adequate cooling. He suggested this repair needed to be made if I wanted the house to cool below 77 degrees. Once again, I have a written statement from the vendor and will be using this as evidence in my claim at magistrates' court. I followed up with the maintenance team and was instructed if I follow through with the repairs, I will be back charged for it again. This is a violation of lease per section 5.1.1 where the lease states "In addition to any maintenance obligations required by state or local law, and subject to this Section 5, Landlord will be responsible for the following: roofs, front and back doors, foundations, ****,...". This will also be used as evidence in my claim at magistrates' court. Lastly, it is a testament to the owners regard for decency to back charge me for replacing a battery on a smoke detector that is 20 feet in the air on the ceiling just 3 months after move in. Even with a standard 10 foot ladder, I would be unable to reach the smoked detector and put myself in serious danger. It is clear that **** and the anonymous "owner" do not want to take responsibility for their inadequate response to my concerns with documented evidence, so I will let the court handle it.  
  
  Regards,
  
  *******************************
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against RENU Management for their failure to address significant habitability issues at the rental property I occupy, located at ********************************************. Despite numerous attempts to resolve these issues directly with RENU Management, they have refused to make adequate concessions or properly address the problems.On June 14, 2024, the ** unit malfunctioned. I submitted a service request on June 15, 2024. Repairs were not completed until July 4, 2024, leaving us without ** for 20 days with temperatures inside the house reaching 110 degrees. Temporary ** units provided tripped the breaker and were ineffective. The fans often blew hot air and needed constant resetting.I incurred additional expenses of $65 per night for 14 nights ($910) and $120 per day for 4 days ($480), totaling $1,390. Despite multiple calls and emails to ******************* and ********************* requesting an adjustment, I received no response. On July 17, 2024, ************************* offered a concession of $706.67, which was inadequate. ****************** was unwilling to help further and was quite rude. I have incurred late fees of $106.00, a $50.00 process server fee, and a $25.00 fee despite giving notice that rent would be withheld due to habitability issues. The **** app is still asking for full payment plus August rent, totaling $4606.90, with no option but to pay.I request the following actions be taken:Waiver of all late fees and additional charges incurred due to habitability issues.Reimbursement for additional accommodation expenses incurred ($1,390)A fair concession reflecting the severe discomfort and health issues caused by the failure to maintain essential services.RENU Management has failed to meet their obligations under Nevada Revised Statutes (NRS) 118A.290, 118A.355, and 118A.380. I hope you can assist in resolving this matter promptly and fairly.

  

  Business response

  07/30/2024

  Hello *******,

  **** has provided you with a  $706.67 rent concession due to the lack of your HVAC system functioning properly. The $706.67 is the final concession amount being offered, it was calculated by taking the daily rent amount from 6/15/2024 - 6/25/2024 ($2120/30*10= $706.67). These are the only days that you were without AC, as we provided window units from 6/25/2024 until the parts arrived and repairs could be completed on 7/5/2024.

  
  Should you have any additional questions concerning this issue, please feel free to reach out to me directly.
  
  Tamaki Guy
  Compliance Specialist
  RENU Management
  ************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My refrigerator stopped working on Monday, 7/8/24. I submitted a maintenance request on the same day, along with my availability for Tuesday. The maintenance tech was not available until Wednesday from 8 to 1. However, he could not fix the refrigerator and put in another work order stating the refrigerator coolant was low and needed to be filled. Well, I have been waiting for the refrigerator to be fixed to this day. All of my food has spoiled. The following Monday, 7/15/24, the maintenance portal showed that it was scheduled between 12:45 and 4:45; the same day, at 3:55, it was canceled. I have called maintenance multiple times and emailed ***************************, the resident relationship manager, but there has been no return email or phone call. The last time I spoke with maintenance was 7/15/24 at 10:05 pm. I was told the order was canceled because the manager would handle it from the inside since it was taking so long. It is very disrespectful and belittling not to answer or reply to any of the emails. I pay my rent on time, before the due date. My time is just as important as yours is. They have given me no choice but to seek alternative methods to get them to answer and honor the lease.

  

  Business response

  08/16/2024

  Hello,

  **** had ordered a new fridge and it was delivered on 8/6. 

  A concession of $400 was applied to your online account. 

  Thanks, 

  ***************;
  Compliance Specialist 
  RENU Property Management 
  Email: ******************
  Office Phone: ************
  
  

  Customer response

  09/03/2024

  Yes, I received a new refrigerator and $400 for the damaged food on 8/6, but not until after my lawyer sent them a letter on 7/31/24 giving them 3 days for the refrigerator and compensation for the spoiled food. 
  
  

  Customer response

  09/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that 
  If I hadn't had legal representation, it would have taken even longer to resolve. Before obtaining legal advice, I was told that I had to wait 3 to 4 weeks for the refrigerator to arrive at the warehouse, and then I would receive a call to schedule delivery.  
  However, my lawyer sent them a letter on July 31, 2024, asking for the matter to be fixed within three business days of receiving the letter. By 8/2, I received a call with the delivery day of 8/06/24. 
  On 8/6/24, ******************* called me to find out if the refrigerator had been delivered. She was nonsympathetic and rude, speaking over me. She also stated that I would have to sign a form to "qualify" for a refund for the food I lost. That statement makes me wonder if they believe that their tenants are ignorant and unaware of their rights, and it makes me concerned that retaliation will be next. Nevertheless, no letter was brought up to my attorney.  
  

  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. ↩