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:11/15/2023

  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.

  I informed PMI Indianapolis on October 6th that it appeared my refrigerator was warming up as I noticed food thawing in my freezer.I was told that day that they would reach out to get someone out as soon as possible. I asked for this to be urgent as I had nowhere else to store my food. After the weekend passed without an update, I created a second work order high priority. I was then called by PMI Indianapolis maintenance *********************** and he acknowledged that this was in reference to the previous work order and that he didn't see any record that anyone tried to contact me to schedule a time to see the refrigerator. I was scheduled to leave the coming Thursday (October 12) for vacation. Finally someone reached out and scheduled to see the refrigerator on that Tuesday the 10th. At this point, most if the food was thawed, but some bigger things were still partially frozen. When the technician arrived, the refrigerator measured 58 degrees and the freezer measured 46 degrees. The technician suggested the thermostat was the issue, but couldn't get the parts for a couple days (after I was leaving). I allowed him to come back while I was out of town, but PMI would need to let him in. They refused and service wasn't complete. Service was scheduled for the 26th, but then canceled again because the tech was sick and there was nobody available to do the job. Rescheduled 2 days later and repair was completed. It did not fix the problem. They recommended a replacement refrigerator.The bill was paid for the refrigerator by the owner last Wednesday or Thursday (can't remember). But the only days they offered to deliver it were literally the days I work. After some time, they decided they could make Wednesday (today) work and told me they would give me a time estimate on Tuesday. They estimated 5 to 8 pm when I was set to be at dinner. I contacted them yesterday and today with radio silence. It's been over 5 weeks. Communication is horrible. They don't seem to care

  Business Response

  Date: 11/16/2023

  Sorry you have had difficulty with your refrigerator. It appears we have been actively working on getting a repair / replacement and the scheduling of the new one is not working with your schedule. However, we will not be giving any concessions on rent at this time. 

  Business Response

  Date: 11/22/2023

  Here are conversations providing difficulties in scheduling with the repair technician and the scheduling of the new appliance.

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a house with no working toilets, no hot water, no heat in the winter, and leaking carbon monoxide. I was told every month I would get a discount for my troubles and never received one. I paid for the deposit using rhino monthly payments to secure a $2000 deposit. Now after being moved out for 4 months they are emailing me saying they finally did their move out inspection and I owe them $225. NO IF ANYTHING THEY OWE ME FOR ALL THE MONTHS I PAID FOR AN UNLIVABLE HOUSE. It's the law they must provide a move out inspection within 45 days. My move out date was June 1st. It is September 13th and I received an email today asking for over $200. If there were any problems they should bring that up with rhino who I paid the deposit to. And I never got any money off rent which they promised every month. The toilets didn't work for 3 weeks, the hot water didn't work for the first month, and the heat did not work for October or November. They kept closing maintenance tickets without even looking or fixing the problem so I had to keep opening them. Now that I'm out of that nightmare house they want to email me 4 months later asking for money that if anything should be covered by the deposit and they really should refund me for the months I couldn't use the bathroom or shower in the house I was paying for.

  Business Response

  Date: 09/14/2023

  *******, sorry you did not have a good experience with this home. 

  PMI will process your move out according to state law. You had opted for a Rhino security deposit alternative, which is not a cash deposit, so it is exempt from the 45 day cash deposit law. Cash deposit law also requires a move out statement, NOT a finalization of all charges. We received vendor invoices after move out, and sometimes it does take a few months for all the accounting to settle on a move out. 

  We are confident that all your accounting has been done accurately and per the terms of your lease. Your $255.70 balance is what is owed beyond your $2500 rhino policy. We will submit this amount to collections agencies with supporting documentation if not paid in full. 

   

  Customer Answer

  Date: 09/14/2023

  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. 
  
  You can not charge me for general cleaning nor can you charge me for suggested home improvements. "******************* out cabinets" is general cleaning which you cannot legally charge me for. "Recommended installing of a towel rack" has nothing to do with me as there wasn't one installed when I moved in. "No toilet paper
  holder- recommend installing one" has nothing to do with me. You are responsible for your own home improvements, not me. "install door stopper." Why do you think I'm responsible for your home improvements? "Add extension to gutter and downsprout" is not my financial responsibility. Removing a tree from the front yard is not my financial responsibility

  "Tree in front of
  bedroom
  window needs
  trimmed- currently
  scraping again
  unit and
  neighbors
  property. I
  recommend
  removing tree
  but if not, we
  need to have it
  trimmed before
  it creates more
  damage. Neighbor has
  stated that it is
  damaging their
  house. trim tree
  to prevent
  further damage. Budget $1200
  for trimming
  and disposal. Additional cost
  will be
  communicated
  if needed"

  I am NOT responsible for anything additional that you want to add other than returning the property in the condition it was rented. There's $125 charge for a light fixture that works but they would prefer a new one "Light works- recommend installing new light fixture." "No smoke alarm in or around the room- need to installca smoke alarm" There was no smoke alarm when I moved in which I noted in my move in inspection. The windows didn't have blinds when I moved in you cannot charge me because you want blinds "No blinds- recommend installing blinds". I did not remove the latches from doors, this was the state of the house when I moved in "Door doesn't latch- adjust jamb move striker plate". 

  If you cannot afford to fix your home that is your financial responsibility. That house was not ready for move in when I moved in which I made note of in the rhino pictures and move in inspection. There's a second charge to also install a second smoke alarm upstairs, "Needs a smoke alarm installed- don't see one anywhere upstairs." THERE WERE NO SMOKE ALARMS WHEN I MOVED IN UPSTAIRS OR DOWN. There's a $385 charge for cleaning then numerous charges for "wiping down" surfaces. The downstairs bathroom was disgusting and not usable when I moved in and I was told I'd get a discount on the rent but never did. I AM NOT RESPONSIBLE FOR HOUSEHOLD REPAIRS THAT WERE EXISTING WHENI MOVED IN. I AM NOT RESPONSIBLE FOR UNRELATED HOME IMPROVEMENTS.

  The law is 45 days you must do a move out inspection, not 45 days unless you don't feel like driving out and the person is using insurance. Maybe the insurance gives you more than 45 days but that's not the law.

  I am not responsible because you don't like how the stairs currently are $200 "Stairs get slick when wet. Recommend installing some type of grip since it's the only keyed entry". Or $200 front door isn't level. Me living there didn't affect how level the house was. I didn't plant your $1200 tree you want removed. I'm not responsible because you want fancier light fixtures. THIS NEEDS FIXED.

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

  
  

  Business Response

  Date: 09/27/2023

  Hello- 

  In regards to ***************** claims, while all of those items were listed on the move out inspection that goes to the owner and the tenant, she was not charged for the items listed in the complaint. There is a designation by each line item on if it is determined to be tenant damage or recommended repairs to the owner. I have attached a copy of the tenants ledger, the move out statement, and the move out inspection date 6/8/23 for your review. 

  The only charges to ************* are for cleaning, and the trash out of the items left behind documented in the inspection, and the multiple repairs to the painting and walls through out the home. 

  There were issues with the furnace that required multiple trips to repair. The tenants would repeatedly report issues and the vendor went out each time on a completely replaced HVAC unit and confirmed that all was in working order. I have attached that documentation as well.

  We were out to fix all repairs and can provide further documentation if you would like, but I have reached the maximum amount of attachments I can provide here.

  If you have any further questions, I can be reached at ************ and by email to ********************************************;

  Thank you for your time and review.

  Customer Answer

  Date: 09/28/2023

  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. 
  
  Thank you for your response and attachments. The move out statement you attached states $255.70 is owed for painting and cleaning. There was a $2500 security deposit insured through rhino. Please explain how $2500 does not cover $255.70? It appears you used the rhino security deposit to pay for renovations and want me to pay for things that should be covered by that security deposit.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/28/2023

  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.

  We have not had a full functioning AC since July 15. We submitted a ticket and they sent people out who told us if it doesnt work after this to contact them again and they will replace but give it time to see if it works. We waited another two weeks with no change in results. Then I submitted another service request to have it completely replaced to which they then say they cant have anyone sent out for another 6 days, July 31st. The temperatures this week are reaching over 90 degrees. Its inhumane conditions and a complete breach of contract. The electric bill has also sky rocketed because of the actions taken to try to cool down the apartment. Some nights we havent even been able to stay in out apartment. I have tried to contact multiple people at this company by phone and email about compensating the rent and I have had no responses. No one seems to be taking this seriously. This company recently took over from Wing Rentals and still have not converted us to a new lease. There is no communication or help. We have always paid our rent and communicated if it would ever be late. Our rent is supposed to be $695 due on August 1, 2023. However for majority of the month the apartment has not been to the standard at which the rent is priced.

  Business Response

  Date: 07/31/2023

  We are sorry for any perceived delay in services. You submitted this work order July 25 at 7pm. On July 26 we immediately dispatched to our HVAC vendor. Due to the heat wave we have, their next available appointment is July 31 from 11am to 1pm. This is within 4 business days. I know it's hot out and uncomfortable. We have expedited this repair to the vendor's nearest appointment availability. 

  Customer Answer

  Date: 07/31/2023

  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.]
  

  The company still did not come out at the scheduled time, still no one has been here to help. I contacted the vendor myself and was informed that the reason no one is coming out to help us is because PMI wont approve the estimate for replacing the ** that was given. At this point the ** has not been working for a month. Multiple attempts to inform people and get help were made but still no one has come to help or responded to any of my messages or acknowledged anything Im saying. I have contacted every number or email address that was provided, but we still dont even have an active lease with PMI to go based off of. Regardless not only have we not had ** for a month, but an appointment was made and never fulfilled, as well as being ignored completely. As an affect I will be withholding rent for this month. There has been no communication since PMI has taken over. 

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

  
  

  Business Response

  Date: 08/01/2023

  This is a routine maintenance work order. It was created July 25. Not a month ago. The appointment for August 1 was kept, and the proposal to replace the window unit was submitted 8/1 (today) for our review. Your expectations of speed of repair are not realistic. Once we process the approval we will have the unit replaced if the lease provides for it. I have attached the work order and the report from the vendor as proof of the timelines. 

  I would advise that is is not legal in ******* to withhold rent for a maintenance repair request. We will issue appropriate notices today based on your written statement to withhold rent. 

• Initial Complaint

  Date:06/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/19/23 - Sent email to *** informing them of the notice of violation I received about my property - The letter clearly indicates a 15-day period to correct the infraction before receiving a fine 05/24/23 - With no response from ***, I called and expressed my concerns about the companys inactivity on this issue 6/01/23 - The issue remained unabated with no ETA for resolution - I sent another email and attached a complaint letter that we received from the neighbor, who threatened legal action because of damages stemming from this issue 06/05/23 - After no response to the email, I called *** expecting to hear a plan of action and unified response on this issue. Awaiting callback. - The issue is still unresolved ** (1). I don't know if I've been fined by the city for this yet. But if a fine has been levied then I would request *** to credit that amount back to my account immediately. (2). The *** placed tenant did not pay rent last month and only paid a portion of the rent this month. I'm not sure why there was no move to evict, but I am requesting a full release of the deposit reserves to my account - first to be applied to unpaid rent, then the remainder for repairs to the property. (3). I am also requesting that *** call the next door neighbor and communicate a plan of action for resolving his grievance.

  Business Response

  Date: 06/06/2023

  After reviewing our ticketing system, we had an outage for 6 days. I apologize for this inconvenience. Since yard is the tenants responsibility in the lease, we have communicated with them to correct this violation. If they do not, we will reimburse any fines through the tenant. 

  In the future, please use your owners portal in our new software we launched in January for all communications. We did ask that email correspondence stop with them implementation of this new software. 

   

• Initial Complaint

  Date:01/20/2023

  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.

  I have been living in the property since April 2022 and have been having issues since. PMI took over the property sometime in late October. I was waiting to find out who took over the property because I was having maintenance issues and still needed to pay my rent. No one I had reached out to me. I had to keep getting in contact with my old property manager to find out who took over the property. I end up finding out it was them around Thanksgiving. Which caused me to fall a month behind. ************ came out and said that the gas lines needed to be repaired because there was a leak on December 15,2022. The lines were not repaired until Roughly January 7,2023. Because of the delay with repairs, it caused my house to freeze, water was all over the floor and frozen, busted water pipes, and now I have Big hole in the ceiling of my kitchen that has not been repaired. It is very unsanitary. Each time I have asked for assistance there is no help. I was told oh we gave you two heaters, we cant help you,because a vendor is working on it I was given to heaters during the snowstorm that caused my electric bill to skyrocket to $200 more than Im used to paying a month. I had to provide shelter for me and my children for three weeks and losing time at work due to the fact I work from home. Staying in a hotels cost me over $450, and Im expected to still pay rent. When I asked about accommodations no one had an answer for me. I have asked to speak to a supervisor the first time it took over a week and a half and I had to call back. I was told yesterday somebody will reach back out to me but being that they are launching a new software I might not get a call. I feel that this is unacceptable and I have not had a good experience since I lived in this property. I feel like it is really affecting my mental health and my kids health.

  Business Response

  Date: 01/20/2023

  Hello ******, 
    This morning, I saw your complaint to the BBB on PMI Indianapolis. You have requested to be let out of your lease as a resolution. Since your lease expired on 3/31/2023, we will allow you to move and release you from your current lease. We will pro-rate your rent to the day you provide us keys and return possession of the property to us. 
    I am sorry you have had maintenance issues there. Upon looking at the details, It appears your furnace did not work because you did not have gas service turned on. This is not a failure on our part to provide repairs, since utilities are your responsibility under your lease. Once we learned of the gas line not pressurizing, that repair was completed within 3 days, for service to be restored. All the leaking pipes and plumbing damage are a result of the lack of heat, which was a result of not having gas service turned on. 
    As stated, we would be happy to allow you to move and will change the end date of your lease to the date you return possession. If you need to discuss this further, feel free to contact me directly at ************. 
  *********************, ********************************************** coming December 2022. More Info or SIGN UP
  
  PMI Indianapolis
  Office: ************
  www.pmiindy.com
  Office Address:15275 **************************************************************************

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a house from them that was not livable. They agreed to $300 off August rent because I did not have hot water from the time I moved in on June 20th until July 15th. I did not have toilets from the time I moved in on June 20th until July 7th. They refuse to provide the promised discount because they said the owner of the property did not respond. I am paying them for a service they did not fully provide and they refuse to give me the promised discount. Im paying for a livable house with hot water, toilets, and heat. They have not provided that and not provided either promised $300 off rent. My rent is over $1100. Now I reported the heat not working from September 30th. It is November 3rd and they want me to pay rent again but theres no discount. They said for both problems there would be money off rent. Its November 3rd theyre here now and said they will be back some time next week to fix it. So I still dont have heat and its been over a month and they arent holding up their end.

  Business Response

  Date: 11/04/2022

  Hello, we are sorry you have had trouble with these repair items. I do see that we ordered and installed yesterday an entirely new HVAC system. It appears it took time to order the parts, part of the supply chain issues affecting everything right now. As far as rent credits, it is not our policy to issue credit for rent for maintenance repairs. We work as quickly as possible, within our contractual agreements with our property owners, to complete repairs in a timely manner. Any rent credits would have been submitted as a special request and denied. 

  Please contact our office right away if you have any additional maintenance concerns, and we will work diligently to get those items repairs in a timely manner. 

  Customer Answer

  Date: 11/11/2022

  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,
  
  *************************