Complaints

This profile includes complaints for Rentz Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rentz Management, Inc.

  421 Scott Blvd Covington, KY 41011-1527

  
• 

  Rentz Management, Inc.

  PO Box 121027 Covington, KY 41012-1027

  

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:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Rentz Management several times over the past 2 weeks, they refuse to give me the information I need. I received an invoice for excess water usage, I asked if they have checked the main lines coming into the building for leaks or cracks and If so, when and who was the Plumbing Company for performed the service. I am in the process of selling my unit and need this information in order to move forward with the closing. I don't understand how the management company can send an invoice and then ignore someone when they ask for answers!!

  Business Response

  Date: 04/09/2024

  Although it may not have happened as quickly as *** ****** wanted, she was supplied with the requested information.

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  Date:05/26/2023

  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.

  Rentz Management, Inc. is contracted by our community's HOA. When I report our neighbors' HOA ordinance violations, such as letting their dog out without a leash, causing noise disturbances, or littering the yard, they ignore my reports and never respond via email or phone calls. After several attempts to contact the manager and leaving several messages regarding the littering issue caused by our neighbor, Robert Rentz finally sent me a mail saying, "I am not permitted to" (Please see the attachment for his response email). We are paying HOA fees to Rentz Management, Inc. to maintain peace within our community by enforcing the agreed-upon ordinances. However, they are not only ignoring our requests but also stating that they are not permitted to act upon them. I have rental properties in another community with a different HOA management company. They usually send violation notices to the offenders and enforce the HOA ordinances. Therefore, I need an explanation as to why and what prevents Rentz Management, Inc. from enforcing these HOA ordinance violations. Below is their business contact info that I'm complainig. Robert Rentz Rentz Management, Inc. 421 Scott St, Covington, KY 4101###-###-#### *****************************

  Business Response

  Date: 06/06/2023

  Rentz Management manages the ********** ****** ****** Association.  Our responsibilities include the common areas of the ********** ****** Community.....entrances, pools, lakes, etc.  Homeowners in ********** ****** pay a small annual fee to cover these expenses.  We do not have any responsibility for individual homes or properties and are not permitted to involve the HOA in neighbor-to-neighbor issues.  If this homeowner has an issue with their neighbor, they should call their local police department or city government.

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This is not answering my question. I need to see the contract with our HOA stating that your business is excluded from the responsibility of enforcing the HOA guideline violations with a community neighbor. Typical HOA contractor usually being asked to enforce the community guidelines. You just don’t say you pay small amount, so we only do maintenance of the pool and community area with the amount you pay. I need to see your agreement documents with our HOA board for what you are responsible for. 

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

  Business Response

  Date: 06/14/2023

  I have attached a copy of the ********** ****** CC&R's.  You can read in the document that we are responsible for the common areas (entrances and lakes) and recreational facilities (pools).  Any disputes you may have with your neighbor are not an issue that the HOA or management company would handle.

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This is a copy of the ********** ****** HOA regulations. However, it is important to note that this document is not a contractual agreement between our HOA board and Rentz management. Instead, it serves as a guideline for all HOA members, outlining the regulations that each member should follow.
  
  While Rentz management may make certain claims, it is worth mentioning that there is no specific assignment outlined in this document regarding the responsibilities of Rentz management. This guideline primarily focuses on the obligations of homeowners within the HOA.
  
  Therefore, I request to review the contract between our HOA board and Rentz management, which explicitly defines the scope of their responsibilities.
  
  Regards,
  
  ******** ********

   

  
  
  

  Business Response

  Date: 06/19/2023

   To Whom It May Concern:
  
  ********** ****** ****** Association is the homeowners association that maintains the common
  entrances of the ********** ****** Subdivision, but unlike a typical homeowners association, it has no
  authority to enforce any of the restrictive covenants which bind the individual neighborhoods within
  ********** ******. The developer recorded restrictions on the use of certain lots in the neighborhoods,
  but did not assign responsibility to enforce those restrictions to ********** ****** ****** Association.
  The Association is therefore very limited in the actions that it can take to control owners’ use of their
  individually-owned property.
  
  
  
  *** ** ********* **** ******** ** **** *** ******** **** * ******* *** *** **** ******* ***** **** *********** **** ***** ********** ************ **** *** **** ************ ****** **************************
  

• Initial Complaint

  Date:03/29/2023

  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.

  Rentz Management is in violation of the by laws for ****** ***** Condominiums. The by laws clearly states that renters are NOT ALLOWED to have pets. I have called and sent several emails regarding renters having pets. They say "we mailed them a letter" and nothing else is done about it. It appears that they are not enforcing any of the rules with the renters. Many renters have bags of garbage and lots of junk on their patios. It is a shame that they are letting a once nice complex turn to nothing but trash.

  Business Response

  Date: 03/30/2023

  Rentz Management works with the board of directors at Taylor Creek on this type of issue. Letters are in fact mailed to residents who violate the rules.  Owners can be taken to court to ensure animals in violation of the rules are removed. We also work with the board of directors in regard to patio violations.

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  ******** ******
  

   

  This issue has been going on for almost a year, the animals are still in the units.
  

• Initial Complaint

  Date:02/16/2023

  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.

  Condo rules indicate "no bird feeders". A tenant above keeps providing seed for birds that cause a terrible mess from the balony above to my condo balcony below. Rentz Management has been informed no less than 3 times since December 2022 that this is occuring. Rentz indicated they would handle it. They have not. It still continues and is actually getting worse.

  Business Response

  Date: 03/14/2023

  We mailed a letter to the homeowner with the bird feeders a month ago and instructed them to remove the bird feeders immediately as it is a violation of the HOA Rules and Regulations. That homeowner was also notified that if they didn't comply, a contractor would be dispatched to remove the feeders, and the expense would be charged to their account.  The complainant should contact our office if the issue persists so that we can follow through with the next steps.

• Initial Complaint

  Date:12/27/2022

  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 own a condominium in a neighborhood managed by Rentz. I pay Rentz $260 monthly to maintain the roads, gardens, and exteriors of the property including snow and ice removal. I have called Rentz multiple times about snow and ice removal for the December 23-26th storm. They did not remove the ice until the 27th. I had called the previous year about two separate storms not cleared- we had a sprained wrist as the result of their failure to clear ice. No action was taken by Rentz. My partner uses a wheelchair and is unable to come and go from the house due to the absence of snow removal. My car got stuck twice in the snow Rentz failed to clear, and I ended up having to hand shovel/clear a path to my house as I couldn’t access my own garage. I would an adjustment of the monthly charge, as Rentz failed to provide the services it claimed to provide in a timely and appropriate manner on multiple occasions.

  Business Response

  Date: 03/15/2023

  The snow event that Ms. ******** is referring to was a major storm that hit this area.  It hit the night of 12/22/22. Our office was closed on 12/23/22 due to the storm.  Snow removal crews were dispatched on 12/22/22, three times on 12/26/22, and again on 12/27.  I am unsure of any reason why her particular unit was missed or undertreated, unless she was upset that crews didn't show up on Christmas Eve and Christmas Day. 

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  The company claims it is not their responsibility to clear roads on holidays. We do not all have jobs that allow us to take off on holidays. We need to be able to access our homes, get food, and go to work regardless. Additionally, as the complaint stated, this is a recurring problem. It is not acceptable for residents to be stuck either in or out of their houses for 3 days. 

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

• Initial Complaint

  Date:12/06/2022

  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 have contacted Rentz Management several times in the past two months regarding a water leak. They claim the leak accrued from a shared line. I have requested multiple times for a copy of the Markco Plumbing bill but have yet to receive it. Every time I call they claim they have not received the bill yet, it has been over 2 months. The leak happened on October 3, 2022. I was also told that they were paying for part of my repairs and that I was responsible for the rest; no one has contacted me as of December 6, 2022. I have a right to see the invoice to see what was fixed, since this has happened to me several times now. In addition to ignoring me calls and emails, I have also contacted them about a rubber strip missing from the top step, they have yet to get it fix. They have very poor communication and follow up skills.

  Business Response

  Date: 03/15/2023

  Ms. ****** contacted our office on 10/3/2022 about a leak coming from the unit above her.  A plumber was dispatched immediately to investigate.  I contacted the plumber....the leak was from the bathroom of the unit above Ms. *******  The repairs were made the same day.  The owners of the above unit paid for the repairs themselves. We did not receive an invoice/report from the plumber since it was the homeowner's responsibility and was paid for by them.  This was a neighbor to neighbor issue and did not involve the HOA.

  Business Response

  Date: 03/30/2023

  Again, this type of issue is between unit owners and does not involve the HOA or the management company. As a courtesy, we did as we were asked and contacted the unit owner above Ms. ******* We contacted him a second time to let him know there was still an issue. It will be up to her to resolve this issue with her upstairs neighbor.

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  ******** ******