ComplaintsforRenters Warehouse

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **DO NOT rent from this company!!!**On April 14th I had contacted renters warehouse that our air conditioning had stopped working. 5 days later the vendor finally came to check it out. Long story short, he has come out 6 times and the problem is still NOT FIXED. I have proof of text messages between me and the vendor proving that hes been out 6 times and the air is still not fixed. It is now been 37 DAYS of no air conditioning and I have 3 small children and its been ***** degree days. This is completely unacceptable and unprofessional. The communication between the vendor, renters warehouse & the landlord takes incredibly WAY too long! The process should be so much quicker. I have never in my life have had to deal with such poor negligence from a company. The kicker is that we just paid around $6,000 to opt out of the lease due to us buying a house and that had rent included too, so it also is a bad look that we gave them that much money yet weve had no air for over a month! The right thing to do is to reimburse us for the days weve had no air. This is so frustrating because Im sure the people who work for this company would never want their own families in a house thats 80+ degrees on a 90 degree day, while also dealing with a rental company who is incompitant in fixing the problem.We have had many problems with this house and Im telling you, the process in fixing these problems takes weeks to fix. Dont even get me started on our microwave. The vendor who fixed that for us WEEKS later had not one nice word to say about this company too. The vendor who is fixing the ** has their frustrations too with the company. Its nothing but a joke and a disgrace of a company thats ignoring their tenants problems!

  

  Business response

  05/28/2024

  We've received your concerns about the ongoing air conditioning issues at your property managed by Renters Warehouse. We understand the discomfort and frustration this has caused, especially given the high temperatures and the presence of your small children.
  We apologize for the delays and repeated issues with the ** repairs. Our records indicate that the vendor, SL Property Solutions, was initially dispatched on April 16th and made several attempts to repair the **, leading to a recommendation for a full replacement due to multiple leaks. Unfortunately, delays in approval from the property owner prolonged the period without a working ** unit.
  Here is a brief timeline of actions taken:
  April 16: Case created and vendor dispatched.
  April 19 - May 23: Multiple repair attempts by SL Property Solutions.
  May 19 - May 24: Escalation for a system replacement; new ** unit ordered by the owner.
  In response, we are coordinating a one-month rent credit as compensation. We are committed to finalizing this promptly.
  The new ** unit is currently being installed. We hope this resolves the issues permanently and will continue to monitor the situation closely.
  Thank you for your patience and for alerting us to these issues. We are committed to improving our service and addressing tenant concerns quickly and effectively. Please contact us if further issues arise or for additional assistance.

  Customer response

  05/30/2024

   I am rejecting this response because:
  
  In your message you had stated that you opened up a case on April 16th but that is wrong, I contacted you guys on April 14th about it so thats when it started. 
  

  You also stated that the new AC unit is currently being installed but thats a lie! I am still waiting on someone to come out & put the new unit in. Were now going on 47 DAYS WITH NO AC. We expect a full refund of a months rent & our security deposit back. This is absolutely unacceptable that the problem is not resolved yet. Shame on this company. 

  

  Business response

  06/10/2024

  We are genuinely sorry to hear about the difficulties youve experienced with the air conditioning at your property and the impact it has had on your family during these hot days. Understanding that this situation has caused significant discomfort, we want to assure you that we are committed to resolving this promptly and compassionately.
  
  To address the inconvenience you've faced, we are issuing a credit totaling one months rent, amounting to $2,100. This credit is intended to acknowledge the disruption and to apologize for the extended discomfort caused by the delays in repairing the ** system.
  
  We understand that the repairs, handled by the homeowner's chosen vendor, encountered unexpected delays due to the need for specific parts. We recognize that this process has not met your, or our, expectations for timely service. We sincerely apologize for the frustration and inconvenience this has caused.
  
  A member of our team will be contacting you today to discuss the details of this credit and to ensure that any further concerns you have are addressed. Your experience and satisfaction are very important to us, and we are dedicated to making this right.
  
  If you require immediate assistance or wish to discuss this further, please don't hesitate to contact our office directly at **************. We value you as a tenant and are committed to improving your experience with us.
  
  Thank you for your patience and for communicating your concerns. We are here to support you.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We completed an application to lease a home from this company. We were notified by the company the home was no longer available however were charged $130 application fee even though our application was never processed. The company still has the property listed as available on MLS. They are scamming people for application fees and we demand a refund.

  

  Business response

  04/08/2024

  We've received your concerns regarding the application fee for a home lease through our company. We understand your frustration upon learning that the home was no longer available after you were charged an application fee, especially given the property was still listed as available on MLS. This situation is certainly not reflective of our standards for transparency and fairness.
  We want to inform you that upon reviewing your case, the market leader responsible for this area has approved a full refund of your $130 application fee. This decision was made in recognition of the oversight and to ensure your satisfaction. The refund was processed on April 1st. Please note, it may take approximately 7-10 days for the funds to be reflected in your account due to banking procedures.
  We sincerely apologize for any inconvenience this may have caused and want to assure you that steps are being taken to prevent similar issues from occurring in the future. Our goal is to provide a transparent and fair application process for all prospective tenants.
  Should you have any further questions or need additional assistance, please do not hesitate to contact us. We value your interest in leasing with us and hope to have the opportunity to assist you in finding a suitable home in the future.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been renting a property through renters warehouse since June 2023. In late December. I noticed there was mold growing in the bathroom. I was told that the owner would not pay for the vendor that came out and painted over the mold the mold was not fixed. It was painted over and I the tenant had to pay for painting over mold. The vendor that came out to paint over the mode, did state and their notes that the mold was possibly here before I moved in because it can take longer than six months to grow, and that the mode was not there due to uncleanliness of the bathroom, which was what the property owner suggested of how the mold formed. Here we are in March and the mold is reappearing in the bathroom and the property owner is declining to pay for a vendor to come out and properly fix. Renters warehouse is backing the property owner. They have done nothing to assist me as a tenant, it should be unlawful to live in a property with mold, the tenant should not have to be responsible to pay for that. The property owner made a statement about me keeping the bathroom clean to prevent this happening in the future not only am I a very clean person mold does not grow from cleanliness. Mold is formed from water, moisture leakage. I have reached out to Renters warehouse multiple times left reviews on ****** sent emails with no follow up. No one has called me back supervisor refuses to call me back and to step in to assist me with this problem. Renters warehouse is the worst management company that I have rented from. Renters warehouse does not navigate the tenant and owner relationship. Renters warehouse does not support the tenant in anything. I don't think that Renters Warehouse is applying the laws in the situation, again it should be unlawful to live in a place where mold is growing in the bathroom. Which *** can potentially get my household sick. I have reached out to every person that I can at renters warehouse and still no follow up or support.

  

  Business response

  04/08/2024

  Treniska,

  Thank you for bringing your concerns to our attention. We understand the distress and inconvenience caused by the mold issue in the bathroom of the property you are renting through Renters Warehouse. Ensuring the health and safety of our tenants is a priority, and we regret to hear about the difficulties you've encountered in resolving this matter.

  We understand that the homeowner took steps to address the mold by hiring a vendor. This action was in an effort to remediate the mold issue in the bathroom. It's important for us to monitor the situation closely to ensure that the measures taken are effective and that the mold does not pose a further issue.

  In response to the recurring mold issue, the homeowner has now requested that their home warranty service evaluate and repair the bathroom's ventilation system. This step is aimed at addressing the moisture issue that contributes to mold growth, ensuring that the root cause is mitigated to prevent future occurrences.

  We recognize the importance of clear and responsive communication in these situations, and we apologize if our service has not met your expectations. We are committed to improving our follow-up and support for our tenants.
  Please know that your concerns have been escalated to our management team. We are actively working to ensure that the homeowner's warranty service addresses and resolves the ventilation issue promptly. In the meantime, we encourage you to keep us informed of any changes in the condition of the mold or if there are any other issues that need our attention.
  Thank you for your patience, and please know we are here to support you in ensuring a safe and comfortable living environment.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renters warehouse accounting department messes up routinely with my rent income collection and timely and accurate disbursement. I told them repeatedly every month to have the rent deposited into my bank account by 10th of the month and yet I dont fully get it by the *****th of the month. They told me to talk to tenants about timely pay. Well then why have I hired Renters Warehouse and pay them monthly if I have to do things on my own? They are also not transparent about the money. I ******* the tenants placed a maintenance request to have a lock fixed on exterior garage door. Renters warehouse always take out $400 from a reserve that always has $400 in it paid for by the owner. First of all, they never disclose how much the repair cost was and took out the entire $400 everytime a maintenance request comes in even though the amount of repair was less. Then they charge me the $400 again to replenish the reserve. They did that in ******* and I got $400 less for ******* rent. Now in March again they charged me that $400 even though there was no new maintenance or repair. They are deceptive and I am getting the impression now that they are mis-handling the money. I want renters warehouse to deposit my rental income timely, have transparency on the maintenance and repairs process, and fix their accounting glitches. Also reimburse all the March rent money that they wrongfully held back (e.g. $400 for ******* maintenance request that they already charged me). The reserve is always at $400 so they also lied that it was not replenished in ******* when they already deducted from my rent $400 to replenish it. And they did not tell me how much was the repairs for the merely fixing the garage door lock. It cannot be $400 at all. They are charging the $400 minimum for even pesky little maintenance items so they make more money off of it.

  

  Business response

  03/22/2024

  We're addressing the complaint from ************** regarding rent disbursement, maintenance charges, and transparency concerns with Renters Warehouse. Our goal is to clarify the situation and outline the measures taken.
  Rent disbursement is dependent on tenant payment timing, followed by a 2-5 business day processing period. This procedure is standard and ensures that homeowners receive their rent as promptly as possible, though not by a guaranteed date each month.
  Regarding the maintenance issue, the repair for Mr. ******* garage door lock cost $383.41, with an additional $10.00 charge for the tenant's year-end Certificate of Rent Paid (CRP), which accounts for the total deduction. This was explained during a conversation with our staff on March 16. The maintenance reserve practice aims to address repairs quickly, with the homeowner's financial interest in mind.
  We have reviewed Mr. ******* account following his feedback. The charges applied, including the maintenance and CRP fees, were accurate. However, we understand the importance of clear communication and are working to enhance our processes to better serve our clients.
  We value the trust our clients place in us and are dedicated to maintaining transparent and effective property management services. We regret any inconvenience ************** experienced and thank BBB for the opportunity to respond.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter, *********************************** and I signed a 1 year lease with Renters Warehouse for the property at *****************************************************************. We were told Home River would be responsible for returning our deposit back. We made monthly payments according to the rental agreement and never was late with any of our payments. They are being untruthful stating a doorbell and other item was damaged during our stay. I have owned a home for over 50yrs. and decided to move into a rental after selling my home until I found another home. Our rental amount was $1700 monthly. We paid our deposit of $2,500 dollars to an employee by the name of ***** at Renters Warehouse. ( She is no longer employed with company) We have asked continuously for our deposit back with no response to money owed to us.Thank you in advance for your help with this matter

  

  Business response

  02/26/2024

  Dear ******,
  Thank you for bringing your concerns to our attention regarding the security deposit for the property at ******************************************************************
  To clarify, the property ownership made a decision to change management companies in August 2022. From that point forward, Renters Warehouse has had no involvement with the property, including matters related to security deposits, maintenance requests, or any other property management activities.
  As such, any issues or inquiries regarding the security deposit and its disposition need to be directed to the new management company that took over after we ceased managing the property. They are responsible for all property management functions including the handling of security deposits and any related disputes.
  For assistance with your deposit or any questions about charges attributed to your tenancy, we recommend reaching out directly to the current management company.
  We appreciate your understanding in this matter.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has scammed and taken money from me and displaced me. I moved into a house February 2023 and had to move out April 2023. **************** with VERY unprofessional and unhelpful. Everyone stories changed as to the situation at hand and now I have a bad **** on my credit for me being scammed. I need help and I want to sue **************** and the company. I have receipts, pictures and recordings. I was locked out of the payment portal and evicted. I attempted to pay the company the amount they told me to pay so that the portal would be unlocked. but they never did and filed eviction on me. I sent the company the money and the quoted a new much higher number. Focusing me to move I asked for the money I sent to them so that I wouldn't be evicted, and I was told the owner of the house would receive the funds and I couldn't get them back. It was after I left the property the house was under new management and the person over the rental payments didn't work for the company anymore and I received the money back I paid them to be evicted and for the to unlock the portal. the same money order that I was advised would be sent to the owner. I spent money moving in and out of the house I missed days off work moving in and out the house and No one Helped me or attempted to being that they all were telling me different things.

  

  Business response

  01/22/2024

  Dear *******,
  We appreciate the opportunity to respond to your concerns and want to ensure a clear understanding of the events as they unfolded. At Renters Warehouse, we strive to adhere to a transparent and fair process in all tenant interactions.

  Regarding your complaint, the eviction process was initiated on May 10 due to nonpayment of rent. We provided the option for payment via cash or certified funds, with the understanding that full payment prior to the court date could prevent the eviction and restore your access to the online payment portal. Despite these communications, only a partial payment was received by June 12, necessitating the continuation of the eviction process. A subsequent payment plan was agreed upon for June 23; however, the full balance was not settled, and the home was vacated prior to the court date, leading to the dismissal of the eviction.

  It is important to note that our actions were guided by the need to follow legal and contractual obligations, ensuring fairness and clarity for all parties involved. We regret any inconvenience or misunderstanding that *** have arisen during this process.

  We are dedicated to providing a positive experience for all our tenants and are available to discuss any further questions or clarifications you *** need. Please feel free to reach out to us directly.

  Customer response

  01/22/2024

   I am rejecting this response because: The story is one-sided I moved into the house and the portal was locked when I attempted to make my first payment and an eviction was filed. I was never able to log into the portal I called to make payments and I was advised a partial amount to clear everything up as to why I sent the amount I did. I was also advised I would receive contact back to speak with someone about the issue but no one ever called me. I  had to spend days and days calling to speak with someone. Once I spoke to *** who advised he was over rental payments he told me the partial amount and the portal would be open and I would be clear to pay the month of June and the eviction would be voided. Also, it took this because after I called to attempt to make my first payment I was told to wait for someone to call me back for months. I sent what I was told to send and I moved so I wouldn't get put out. I have all the emails, text messages, and phone recordings.
  
  
  

  

  Business response

  01/24/2024

  Thank you for allowing us to provide additional clarification on the matter concerning *******'s tenancy and subsequent concerns. At Renters Warehouse, we prioritize clear communication and adherence to legal and contractual obligations.
  To address the eviction initiated in May, it was due to unresolved rent dues. It's important to note that multiple payment options were available and communicated, including cashiers checks, money orders, and in-person cash payments, as outlined in the lease agreement. These alternatives were provided to ensure tenants have the means to fulfill their rent obligations, even if encountering difficulties with the online payment portal.
  To avoid eviction, tenants are required to settle all outstanding balances. This can be done prior to the eviction hearing to remain in the property. Additionally, tenants can also settle the balance at the eviction hearing or adhere to a court-ordered payment plan, allowing them to stay in the premises. In *******'s case, she opted not to utilize these avenues and instead chose to vacate the property, which resulted in the eviction being dismissed.
  Our actions throughout this process were guided by a commitment to uphold our responsibilities to all parties involved, ensuring fairness and transparency. While we regret any misunderstanding or inconvenience experienced, our procedures were followed with the intention of resolving the situation in accordance with the lease agreement and state regulations.
  Should Taeisha or any party have further questions or need additional clarification, we encourage direct communication to address these matters promptly.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a work order last night for all toilets being completely clogged and a sewage back up in our bathtubs. ******'s Warehouse could only provide a vendor that is not ready to remedy the problem until more than 36 hours. How are we supposed to go to the bathroom? This company has been notorious for providing less than acceptable service especially when it comes to timing.

  

  Business response

  12/06/2023

  We have recieved your maintenance request and treated it as an urgent matter. The homeowner has been notified and has decided to use their Home Warranty for the repairs, instead of Renters Warehouse's preferred vendors. The owner's home warranty will be sending their own vendor for this request. The Renters Warehouse maintenance team followed up with the home warranty company on the completion of the work order and will provide you updates as we recieve them. If you have additional questions or concerns, please contact our office at ************** and we will be happy to assist you.
  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have asked renters warehouse for a maintenance request for our nonfunctional washing machine September 11, 2023 and have not had any of help until mid-November. We have asked for help and threatened legal action but were told a washing machine would be delivered on November 27. The washing machine has not been delivered and there has been no response from renter warehouse. We are very disappointed and wanting to take some sort of action to hold them accountable for ridiculous incompetence.

  

  Business response

  12/06/2023

  ***, thank you for taking the time to share your experience with Renters Warehouse. We value our customers' feedback, and we apologize for any inconvenience you faced in regard to the repair service provided by our subcontractors.
  
  We understand the frustration that can arise when repairs are needed, and we apologize for any miscommunication or confusion in this regard. We do have to have the homeowner's approval before proceeding with any repairs. Our maintenance team diligently worked on completing this repair as quickly as possible. The delivery of the new washing machine was on December 11th, completing this request.
  
  If you have any further questions or concerns, please don't hesitate to contact us at ************.

  Customer response

  12/11/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I walked a home for rent in ******** **. I paid application fee for 4 adults and deposit total of $1040.00. After that I got another call from agency wanting to show me the property again, claiming they did not get payment.

  

  Business response

  12/06/2023

  The statements contained in this review are of the utmost concern to Renters Warehouse and we want to respond to address them directly. Renters Warehouse is wholly dedicated to doing business in compliance with Federal Fair Housing law at all times and without exception. We have conducted a thorough review of this situation. Based on the name provided in the complaint, we are unable to locate you in our system. Renters Warehouse has not received any of the mentioned funds. Please contact our office at ************** and we will be happy to look into this further.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/10/23 We received an email communication indicating we were to received a refund of ******* of our security deposit from Renter's Warehouse. On 10/20 I reached out indicating the refund had not been received. Upon review I noted the zip code of the forwarding address was incorrect. I requested the original check be voided and the refund be sent to the correct address (which I provided at that time).A representative responded on 10/24 requesting a current accurate address to send the check. This information was sent and ****** indicated the address had been verified. 11/8 I reached out via phone after no updates and no check. I left a detailed voicemail. I did not receive a return call. 11/9 I reached out again via email to follow up. I requested confirmation the deposit had been sent, as it still has not been received. At that time, I requested documentation the check had been mailed (such as a tracking number). As of 11/13 I have received no further replies from the representative.

  

  Business response

  11/28/2023

  Thank you for bringing this to our attention, *******. It seems we had a disconnect and clearly dropped the ball. This is not reflective of our operational standards. We have implemented corrective measures regarding the issues you escalated. We are mailing your check overnight and tracking with **** is EI 269 625 315 US. Our apologies for the inconvenience. If you have any additional concerns or would like to discuss this further, please do not hesitate to contact us at ************.

  Customer response

  11/29/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*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. ↩