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:02/14/2024

  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 filed a complaint already but the issue still isn’t fixed. The rental office doesn’t want to make an adjustment on our increased water bill until a new bill comes. The issue I’m having with that is that #1 it was my husband and I who reached out to DPW in order to get someone out to see why our water was running 24/7. #2, DPW fixed the issue 2/5/24 so when the new bill comes out it, the adjustment will still be incorrect based on the water running from the 1st to the 5th. Lastly, our water bill has always been $40-$42 constantly throughout the entire time until the issue with the pipes/meter start happening so we’re not playing anything beyond what we’ve been paying since Moving into the residence. RPM is unprofessional.

  Business Response

  Date: 02/14/2024

  Per the Department of Public Works you may only submit one request for a water bill adjustment 1 time every 3 years. As explained, we want to make sure we are submitting all of the water bills that have the increased amounts on them in order to try to get the tenant reimbursed the maximum amount.  If the next bill comes back at the normal rate, we will be able to submit the water bill adjustment right away. We are not demanding payments from the tenant and understand that they would like this resolved as quickly as possible. We will be requesting the adjustment as soon as we can confirm that the water bill is back to normal. We have already contacted the city and obtained the confirmation # for the repair to submit with the adjustment. 

   

  Customer Answer

  Date: 02/15/2024

  
  Complaint: 21292891
  
  I am rejecting this response because: Until The rental Office and DPW settles their adjustment. It still shows that we have a balance for Utilities when we don’t even receive a copy of the water bill and our names aren’t on the bill so for all we know that $2000 plus bill that keeps recycling each month could be from the balanced owed before we moved into the property. All the rental office had to do was look at the water bill history from the time we moved in up until the time the bill start increasing to put us in the clear especially since the issue was from the city end. That adjustment doesn’t have anything to do with us. That’s between the rental office and DPW. 
  
  Sincerely,
  
  ******** ******

   

  Business Response

  Date: 02/15/2024

  A tenant is only responsible for the usage of the water for the time period that they are occupying the property. If the water bill account has a balance prior to the tenant moving into the property that balance is the owner's responsibility. RPM does not pass along a previous account balance to a tenant as we understand that they are only responsible for the water used during their tenancy.  A tenant is only billed for the current usage received directly from the DPW each month based on the reading of that tenant's meter during that period of time.

  RPM will always request to add a tenant's name to a water bill if they request to be added. If a tenant does not request to be added to the water bill in addition to the owner's name than the water bill will remain only in the owner or RPM's name. Rpm is happy to provide any tenant with copies of their water bills at any time. RPM does not charge late fees for water or add any additional charges to a tenant's water bill. The amount of the bill and the usage come directly from the Department of Public Works and is passed along to the tenant. 

  RPM will be requesting a water bill adjustment for the tenants for the water bills that were higher than normal during their tenancy. We will be doing this on behalf of the owner and the tenant at the appropriate time in order to request the adjustment for the maximum amount. 

   

  Customer Answer

  Date: 02/15/2024

  RPM didn’t charge late fees towards the water bill but January’s rent payment was used towards paying the increased part of the Oct-Dec water bills leaving us with a rent balance.  We never stopped paying the water bill, we just didn’t pay the increase on each bill. It wasn’t until I said something that they adjusted our account back to us not owing them rent, but now we have a court date based off of the rent that we don’t owe to begin with. 

  Customer Answer

  Date: 02/26/2024

  Issue still hasn’t been resolved because we don’t have a lease with RPM, we are in the process of moving. The landlord sent someone else from DPW by along with his Maintenance guy to reset the meter but DPW confirmed the water is still being ran 24/7. He put it in his report. The maintenance guy was supposed to return back to the property to change the valve. He never showed and we’re still being charge for the increase of water. Late thing I want is for the rental office to take my rent deposit for waters bills when the problem isn’t being fixed. 

• Initial Complaint

  Date:02/01/2024

  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.

  My husband and I rented a home From Mike ******* through *** ********** 12/07/22. Within the first two months of staying at this current residence we already experienced ceiling leaks, powered failed outlets, unsafe window framing, tub leak, unsecured doors and a later discovery of mice. *** ********** reported everything back to Mike because Mike has his own maintenance personal. My husband and I also reached out to Mike as well. As a result, Mr. ******* stated in the most unprofessional way that we could move our family out the residence when all we needed was for the issues at hand fixed. Shorty after, Mike stopped doing business with *** ********** to partner with RPM on April 1, 2023. RPM has no clue of the prior issues, but my husband and I made them aware of the current ones we were still dealing with. As time goes on, we don’t hear from Mike again, each month we receive a water bill in the amount of $40-$42 up until September. After that, the water bill starts being over $100 and $200. We reached out about the bill and RMP was suppose to send someone out in Nov. Mike, ended up sending his maintenance guy name JR out to check for leaks but he didn’t look, he just glanced around the house. Also Nov and Dec our sockets/outlets were back out again which caused us to not want to renew the lease. So we received a 60 day notice to vacate. At least 3 different people came out and no one checked the storm drain until January 2024 which was a young maintenance man named Mike from RPM and noticed that the water meter had no numbers and the drain was filled with water. I went to the rental office and Amanda said she would call DPW, put in a ticket and an adjustment request once some one came out. RPM took our rent payment and used it towards the water bills while we’re still giving them $40. So we currently have a balance of rent when it’s paid. We contacted DPW and it shows 24 hrs of water usage possible pipe bust and this house has had a balance before we moved in.

  Business Response

  Date: 02/01/2024

  Tell us whMs. ******,
  As you stated, there were ongoing issues with the property maintenance before RPM started managing.  As you know, the owner does all his own repairs and sends his own maintenance crews.  When you do call the RPM office for maintenance, a work order goes into our software and is sent over to the owner to do the work.  The owner has not authorized RPM to do any maintenance.  The water bill issue.  We did send someone from RPM to check the property for leaks, RPM representative found no current leaks inside but did see the meter vault had a small amount of water in it. RPM called 311 (confirmation #*****) to have them come out and check for any leaks on their side and followed up until this was complete. We were informed that there is no active leak on the cities side and have reached back out to the homeowner to see if they will be sending someone out for further investigation or if they would like RPM to handle. In addition, as you requested we have reapplied your payment towards the rent payment.  We understand your frustration with this owner and will communicate your concerns to the owner.
  y here...

  Customer Answer

  Date: 02/01/2024

  I went to the rental office this morning to speak with Amanda about an update on the water bill and she told me DPW couldn’t find anything on their end which was false because my husband and I both spoke to Some one from DPW over the phone as well as in person and they let us know that the water has been running 24/7 since the increase and that there was already an outstanding balance prior to us moving in. I made Amanda aware me us speaking to DPW and her response was she called 311 and they gave her a confirmation number. 311 is not DPW and it shouldn’t have taken for my husband and I to call in order to receive or place a work order when our name is not even on the water bill. Amanda and I had words and I made her aware that they are being reported. Now she made an adjustment on the account once I left to decrease it but we still have a balance when there shouldn’t any besides the new bills are that are coming in this month which she should $1650 for rent and $40 for water until they fix this issue. 

• Initial Complaint

  Date:07/24/2023

  Type:Customer Service 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.

  Date of Transaction- March 27/28, 2023 Amount Paid- $1,610 Work Order What business committed to provide- Painting of property, fix front door railing What nature of dispute is- RPM painted property sloppily and workers left property filthy. RPM then had staff supervise clean up and workers discarded $300 worth of personal property and left bags of garbage in backyard of property. Overall dissatisfaction due to only showing property to a total of 1 potential renter in at least 4 months property was on market. Front door railing was loose. Maintenance shoved a paint key under the railing to stabilize it rather than secure bolts etc. Whether or not business has tried to resolve the problem- RPM was not responsive to emails or voicemails. Finally, after contacting Jeff Blum directly, he requested that I send an email to him with list of the items and their price estimates. He never responded to this email. When I inquired weeks or months later to the general email they responded that they were forwarding to their supervisor. I never got a response. Upon terminating my monthly agreement with them I had mentioned all the unresolved issues and they did not attempt to compensate me for any of them.

  Business Response

  Date: 08/24/2023

  When we originally discussed this work we requested the owner remove all of her belongings asap.  After a few weeks passed, she removed some of the belongings and approved RPM to proceed with the work.  We requested for her to send an itemized list and any receipts of what was discarded and received no reply.  This owner was very clear that she only wanted to do the absolute minimum to repair the property and we did the best with what we have.  RPM has turned over approx. 3000 units over the past 20 years and has always made good on an contractor short comings. This property was listed with 20+ leasing agents and had many showings.  Unfortunately, no one was interested.  A shim was placed under the railing to secure which is normal practice to avoid stripping bolts.  We responded to all emails in a timely matter and have never had this complaint in 20 years managing 1300 properties for owners all over the world.