ComplaintsforRenters Warehouse

• 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.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Lease ended September 30,2023. I paid September rent on 8/24/23. On 8/26/23 owner informed me he wanted me out by end of August I complied and now he will not return September rent nor security deposit. Each is $1450 thus I should have a credit of $2900

  

  Business response

  10/18/2023

  *******, we are sorry to hear that you are disappointed with your move out. Our records indicate that your lease end date was 9/30/2023. We do not have record of a lease modification with an adjustment to the move out date. The homeowner determines any and all charges that are assessed during the disposition. If you have concerns with the charges, you may provide our office with a written dispute of the charges you disagree with, including any receipts or documentation. We will send your official dispute to the homeowner for their determination and let you know as soon as they reach a decision. If you have any questions, please reach out to our office at ************.

  Customer response

  10/24/2023

   I am rejecting this response because:
  I planned on moving at the end of the lease 9/30/23. However for reasons unknown the homeowner called me on 8/26/23 he wanted me out by 8/31/23. I felt I had no choice but to comply.. I did not know I had to do a lease modification, I packed everything up quickly and moved out by end of August. ***** the homeowner had his agent at Renters Wharehouse  call me to make sure I was out by 8/31/23.Renters agent was ************************* ************.He contacted me on the phone about owners demands. I moved out by then and on 8/31/23 met with ************* to turn over the keys as requested. All these things were verbal therefore I have nothing in writing as proof of the above statements.
  

   
  
  

  

  Business response

  11/01/2023

  Once a lease is signed, both landlord and tenants are legally held responsible for fulfilling its terms. If either party would like to change the lease terms, written mutual consent by both landlord and tenant is required. Lease modification procedures and end of lease terms are outlined in the lease, and we are always available to answer any questions. Renters Warehouse complies with all federal and state rules and regulations. If you have additional questions or concerns, please contact our office at ************** and we will be happy to assist you.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Renters warehouse placed a tenant in our home in 2021 who stopped paying rent eventually requiring us to evict the tenant. The eviction process was difficult to navigate through and we received little to no assistance through renters warehouse in this process that they were contracted to assist us with given we were out of state. Over the duration of utilizing Renters Warehouses services, we have been ignored, given awful customer service, lack of any time of communication, etc. in fact, I am starting to believe it may be because we are one, females and two, part of the **** community which they are aware of. I have never received such awful service. We have lost tens of thousands of dollars because of the tenant put into place by renters warehouse and now when it is time to send the tenant to collections which should have been done a when the tenant was evicted (September 2022) and also show up on his credit report we were informed that they havent done this. Renters warehouse did not get a copy of the tenants renters insurance on our behalf so we were left to deal with the damages left behind by the tenant. Recently, we have been trying to get the status of the collections progress since we havent financially recovered from our loss due to the eviction, repairs, loss of rental income, etc. We have continued to be ignored when requesting a status. To be honest I dont feel like they have even started the collections as promised. I have CCd the *** of the company on the emails I have sent his employee responsible for the collections process and have failed to hear from him or someone who is competent. I need assistance as we have lost out in so much money because of their failure as a company and doing their job contracted with us.I DO NOT want to hear from the girl who has been ignoring us rather, I want to hear from the *** himself or someone within the management team and can finish this job. This has left us financially damaged and traumatized.

  

  Business response

  08/17/2023

  Renters Warehouse requires all applicants to fill out a detailed application and submit it for processing and approval. We use a third-party reporting company to provide you, the homeowner, with a credit report, criminal background report, rental history, and proof of income. These documents were provided to you on Dec 7, 2021, prior to your decision to approve. Our rent estate advisors are responsible for listing the property, showing the property, facilitating lease contracts, and lease renewals. Their responsibilities are outlined within the tenant placement agreement. Renters Warehouse does not accept applicants on your behalf. The homeowner sets the criteria to qualify or disqualify prospective applicants. Consent to move forward with the applicant was provided by you on Dec 8, 2021. While thorough screening can prevent many issues, it is not a 100% guarantee that an applicant will make a good tenant.
  
  We recommend that all tenants hold Renters Insurance. Renters Insurance helps to protect the renters' possessions that are in the property throughout the lease. Its important to note that Renters Insurance does NOT protect the property itself.
  
  If collecting damages is required, Renters Warehouse will refer the matter to a qualified consumer collection service at the instruction and authorization of the owner. Renters Warehouse management does not include recovering tenant damages but leaves this to companies with expertise in debt collection. Renters Warehouse will supply consumer collection companies with the necessary documentation needed. Your account has been submitted to collections. If you have additional questions or concerns, please contact our office at ************** and we will be happy to assist you.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved into home Jan 2023 Master shower leaking down through our living room ceiling They sent a vendor who made the issue worse, ruined our furniture, vendor doesnt have insurance and covered black mold after exposing it instead of properly removing it. Renters will not help they just keep pushing us off. We requested a mold report in march and they continued to let us live in the house even though it was unsafe. We requested a company come removed the mold and they wouldnt until yesterday July 24 so we have been living with exposed mold. A gutted bathroom and a huge hole in our family room. We do not feel safe with all the mold and want our money back or a new property to live at. We also need compensation for our ruined property by uninsured vendor they hired and continued to make come to our home. This has been going on since march. Its now the end of July and nothing has been resolved

  

  Business response

  08/03/2023

  Renters Warehouse is a third-party property management company and is not a party to the residential lease agreement between the landlord and yourself and thus, we would require the expressed written consent of the landlord for incurred costs. Our team has been and continues to remain in contact with your landlord as it relates to their approval for maintenance repairs. We will continue to keep you updated based on the owner's decisions.

  Customer response

  08/03/2023

   I am rejecting this response because:
  
  Even though they are a 3rd party they are still willing to do cheap work and get paid for it because they are just covering black mold and not removing it they are getting families sick. Instead of taking the money and covering up black mold tell the company the mold needs to be properly removed first. Instead you do jobs for the cheapest bid and are illegally covering mold! Youre also not insured after ruining our personal property! 

  

  Business response

  08/17/2023

  Generally speaking, when you submit a maintenance request, we will troubleshoot with you first to try to resolve the concern. We then notify the homeowner. It is policy that have the homeowner's approval for any maintenance request before dispatching a vendor. Remember, this is their property, and they may incur the cost. We will recommend quality vendors with validated certifications and insurance to the homeowner, but ultimately it is their decision which vendor to work with. Maintenance work is currently progressing, the homeowner is reviewing estimates for additional work. Our maintenance team will keep you updated as the maintenance work progresses. If you have additional questions or concerns, please contact our office at ************** and we will be happy to assist you.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We decided to lease a home managed by Renters Warehouse in February of 2023. The home was in a good location for us and we found the price acceptable. There were some maintenance issues that needed to be addressed, and apparently some squatters had been staying in the house. We reported these issues and fully expected them to be dealt with by the time we were to move in on April 1st. Imagine our surprise when we came to move in and almost nothing had been done. The squatters had been removed, but the house was a mess, a brick had been thrown through a window, and various cabinets, drawers, and hanger rods had been ripped out and burned in the fire place by the aforementioned squatters. Mind you that Renters Warehouse had been aware of all these issues since February. We had to be out of our other residence by the 10th and were assured that the house could be made ready for that date. We had already paid rent for ****** but were told that we would get money for those missing days back. Of course, the 10th arrived and again nothing had been done. our other lease was up, and we had nowhere to stay. We couldn't take possession of the home until the 13th, and even then only minimal work had been done, just enough for us to move in. After this we discovered that the hot water heater and gas stove had not been installed to code, and the city inspection had not been performed which would allow us to turn on the gas. As a result we were without hot water for over a month. The remaining work orders that should have been completed before we moved in were not finished until June 13th. We are currently seeking a rental credit to repay us for these issues. I have spent many hours on the phone trying to speak with a manager about this, but it is impossible to speak to anyone beyond the people they have answering the phones. I had to drive an hour across ****** to speak to a manager in person. It has been over a month and we still have no resolution. I would not rent here again.

  

  Business response

  08/03/2023

  Renters Warehouse no longer manages this property and we did not have Owner approval to issue a credit prior to management changing. Since we do not own the home and the issue was not an RW issue, we cannot give a credit without Owner approval. Please contact our office so we may provide you with the new contact information.

  Customer response

  08/03/2023

   I am rejecting this response because: I have been in contact with the owners of the home since your company was dismissed from the management of this property. Of course I was unaware of this change at the time that I submitted this complaint as I was given no information about the change until two days before it happened. Your people could have let me know that you were shortly to be let go by the owners, but instead you let me call in every day and waste hours of my time. I understand that you cannot offer me a rental credit any longer, but I do want a formal apology for your appalling business practice and your withholding of information. If you had simply explained to us what was going on it would have gone a long way to making things better, but communication is evidently something your company does not value.
  
  
  

  

  Business response

  08/17/2023

  *******, we apologize for the inconvenience and frustration you experienced with Renters Warehouse. We truly understand the disappointment that arises when communication becomes unresponsive. Our team strives to provide exemplary customer service. We appreciate your feedback, as it allows us to address any shortcomings in our processes and improve our service moving forward.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a unit on June 23,2023 from Renters Warehouse. We paid $4685.67 to get into the house. Upon initial inspection, the unit was hot and there were multiple issues. Do you have the real estate agent said they would have someone out the next day to top off Freon and the other stuff would be fixed. They did have a couple vendors come out and look at the *** none of which could fix that it is been now three weeks with no air-conditioning. No one has been out to fix the other items, and we were told by the city that the unit has never passed inspection and we are illegally living there. We called the city to see if it had passed inspection because there are so many issues as it is a new build, and was informed it had not. Now most recently, our trash service has stopped because our address is not in the database, so they will not pick up our trash. I have contacted renters warehouse repeatedly about the issues. All I receive is Im sorry and will need to contact the owner nothing has been done and we would like all our expenses back for living here. My dogs are sick, my husband sick its over 90 in the house every day. I asked repeatedly to be put ** in a hotel and I asked if they could provide window units to keep it at least moderate in the house on the Fourth of July. They told me I could go buy my own and install it and I could get a credit on my next months rent up to $300. This is ridiculous for a brand new house the water heater trips, several times a day. You never know if youre going to get a cold shower or not. We have to make sure that were constantly monitoring it to reset it. None of the exterior doors have trim and you can see daylight all the way around , the floors are missing tile baseboards, and quarter round in places. We would really like some assistance in this matter.

  

  Business response

  08/03/2023

  We have reached out to the owner and requested a full reimbursement and release from the lease agreement at no penalty on your behalf. The owner has agreed to terminate the lease. Our team will assist you with this process. If you have any questions, please do not hesitate to reach out to us at ************.

  Customer response

  08/03/2023

   I am rejecting this response because it does not satisfactorily remedy the issues or the cost incurred 
  
  
  

  

  Business response

  08/17/2023

  The requested repairs were first scheduled for 7/6 and the resident canceled the appointment with the vendor due to illness. The repairs were addressed on 7/21 and reported to be completed by the vendor. The owner decided to take care of the **** unit and the Water Heater issue outside of Renters Warehouse. The owner reported that the work has been completed. Our maintenance team emailed you further details. Currently, your Move-Out is being processed. Please feel free to contact us at ************ to discuss any further concerns.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Renters Warehouse ************************ company. They had issues with accepting payments with their payment portal, they ignored repair requests from my tenant that resulted in damage to my home, they ignored written requests to stop accepting small partial payments in order to prepare for eviction.

  

  Business response

  07/05/2023

  ****, we apologize that your experience with Renters Warehouse did not meet your expectations. We take all feedback seriously and will be reviewing our processes to make any necessary improvements. If the resident was having troubles with the payment portal, we do accept other forms of payment. These options are outlined in the lease as well as communicated during our collection process. We understand the frustration of needing maintenance repairs. In reviewing the requests, the issue was the resident being unresponsive to our troubleshooting attempts. If you need further assistance, please do not hesitate to contact us at ************.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired Renters Warehouse to rent out my property. They signed a lease with a single female. I am out $17,000 dollars in rent. An eviction was done. There were people living there that were not on the lease, There was a stolen ******** in the garage that the police removed from property during the eviction. If the person living there at the time of the eviction is the same person as identified he has a criminal record. ********** ************** informed me a male filed a complaint in Feb, 2023 that his girlfriend left with his dog ( also a pet not part of the lease agreement) which she wouldn't return and gave my property address as his residence.During the rental period, I was asked if I would allow rent to be set up with a payment plan which I agreed to. I was never kept up up to date that the tenant was not making payments as discussed between ******'s Warehouse and tenant. I was shocked when in Jan 2023 I was told the renter owned over $I2,000. I am suppose to receive a monthly report of status on the property. I did up to July 2022 then nothing. I was told ******'s Warehouse (assumed ) I knew payment was not being made. This company failed to communicate to me the serious of the problem and (not assume), I as the customer, should have known there was a problem. That's why I hired a company to **************** property. I want ******'s Warehouse to reimburse me for my lost. This company completely mishandled their obligation to me the client. This has been a nightmare. I should not have had to experience any of this and now must pursue a way to be compensated for my lost of income and damage to my property.

  

  Business response

  04/24/2023

  If rent is not received by the due date, we use a variety of methods to contact your tenant. Over the course of the 5th of the month through the 10th, we text the tenants, send automated voice callers, email and also call the tenant. More importantly, based on your state law, we send a formal Pay & Quit (or Pay & Demand) to the tenant. Renters Warehouse sends out owner communication on a regular basis until we receive either payment or a payment plan. Between the 12th-15th of the month, if we do not have communication from your tenant, well send you an Eviction Recommendation letter which serves as our recommendation to begin eviction. As stated in your Management Agreement, Renters Warehouse cannot and does not guarantee Tenant behavior, actions, or ability to pay or perform under any Lease or other agreement. As a part of your services, you can request up to two free property condition inspections a year. This is above and beyond the move-in/move-out inspections. These are a bit shorter and allow us to check in on the property to see how the tenant is maintaining the unit. Renters Warehouse assumes no liability for any acts or omissions of Owner.

  Customer response

  04/25/2023

   I am rejecting this response because:

  I was not keep up to date by Renters Warehouse of non payment by tenant! ******'s Warehouse did hot full fill their duty to me the client. I agreed several times to except a payment plan for the benefit of helping the tenant but was not informed the tenant was not making payment!!! ******'s Warehouse is responsible for the lose of income by me! They need to partake in mediation for recouping some of my lost by their mishandling of this! I will not another accept the general response given by this company. They need to work out some payment to me for this lost. 
  
  

  

  Business response

  05/04/2023

  I understand that you are also engaged in direct correspondence with our ********************* as they work with you to resolve your dispute.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After living 4 months into my 24 month lease I was asked to vacate by the property owner, I reached an amicable agreement with the property owner and vacated to property on 2/27/23. As of 4/3/23 I have had ZERO direct communication from anyone at Renters Warehouse regarding the return of my substantial security deposit. Around March 23rd I received notification through **** I was receiving some correspondence from ******'s Warehouse however that document never was delivered. I have been unable to speak with anyone directly to report that the correspondence potentially containing my refund was lost in the mail. Finally on April 5 I received an email from the Security Deposits Coordinator requesting my updated mailing address with no other communication. As of April 12 I have not received any additional correspondence from ******'s Warehouse.

  

  Business response

  04/24/2023

  Rest assured, we are here to take care of issues you encounter, and we always endeavor to provide the best service to our valued customers and aim to ensure that the issue is resolved to the fullest satisfaction. Our office mailed out your security deposit refund check on 3/20. When we were made aware the check was not received, we reissued the check and placed it back in the mail on 4/12.

  Customer response

  04/30/2023

   I am rejecting this response because:
  Issuing the refund of my check on 3/20/23 explicitly broke ******* state law of returning any security deposits within 14 days of vacating a rental property, I vacated said property on 2/27/23. Your flat refusal to communicate with me directly regarding this clearly shows your complete disregard for ******* state laws.
  
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made a maintenance request to ******'s Warehouse (RW) because of a ceiling leak in the primary bedroom on 4/5/23. A vendor was dispatched on 4/7/23 to find source of leak and cut a giant hole in the primary bedroom ceiling without patching it up. He said that he could not patch it up until they talked to RW about next steps. The primary bedroom me (pregnant) and my young child sleep has not been safe to sleep with the exposed ceiling. There is dust and musk that is posing a risk to our health (see doctors note attached). We have been trying to communicate with Renters Warehouse (multiple phone calls and emails and maintenance requests to *********************, *******************************, ***************************) daily from 4/6/23-4/11/23 and they said they can't do anything without owners approval even though it has already been 5 days. The only updates we have received after we initiate contact (they have never initiated contact), is that they are "working on it" with no details, timeframe, or next steps. Because of this lack of communication and updates, we have asked the maintenance team multiple times to speak with a supervisor and they will not transfer the call or give us a customer service or supervisor contact information. I am requesting we get contacted by a manager immediately detailing next steps and timeframes of repairs and we are given compensation for alternative accommodations until this ceiling hole is fixed and resolved. According the **************** landlord and tenant rights "the landlord (or his or her representative) must keep the premises up to code; maintain the roof, walls, and structural components". We have a giant hole in our bedroom ceiling, so the landlord and Renters Warehouse are clearly out of compliance with this.

  

  Business response

  04/24/2023

  *****, we apologize for the lack of communication. Our maintenance manager has contacted you with an update. A credit for the 6-days you were in the home with this issue not resolved has been added to your ledger. We have also provided alternative accommodations from 4/12-4/17 and also have another credit applied to cover 4/17-4/30 until the issue is resolved. The vendor confirmed there is no habitability issue at this time. We have confirmed the source of the issue was actually the neighbors not cleaning out their gutters, so then the rain comes, it pools to the sloped area to run the water down the two side by side gutters and the debris build up was not allowing the water to properly drain, which then pooled on the roof and resulted in what appeared to be a roof leak. Our maintenance team is working with the vendor to resolve this as quickly as possible for you.

*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. ↩