ComplaintsforRenters Warehouse

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a rental property in Aurora Colorado that I have renters warehouse managing for me. I pay them a flat fee of $149 per month to manage this property. My tenants have never paid on time in the entire two years they have been at my property and I have not seen one cent of the late fees. Renters warehouse has been pocketing all my late fees and I have not seen a penny of it, I contacted a lawyer friend of mine to take a look at my lease and it does not say that they are legally able to keep these late fees. They are basically robbing me and pocketing all my late fees and not giving me anything. On top of that they are extremely hard to get ahold of they never email me or call me back when I make a complaint.

  

  Business response

  01/28/2022

  Renters Warehouse offers flat fee pricing at a rate below the market average for the costs of day-to-day property management services, it is necessary for Renters Warehouse to retain certain tenant related fees, including late rent fees. This is stated in your signed Management Agreement. If rent has not been 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. We follow all state laws / processes to ensure that if needed, we can take possession of your property quickly from a delinquent tenant. Over the years, we have worked with your tenants, setting up payment plans resulting in all rent being paid.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up as a client and signed a management agreement with Renter's Warehouse. I have been charged the incorrect management fees and my monthly rent collection amount going forward is going to be incorrect as well. They have not given me a discount promised for paying the mgmt fees upfront. Lastly, everyone in the back office (accounting department) ignores me and does not give me an answer. I'm beyond frustrated and feel helpless. I need this addressed ASAP!

  

  Business response

  12/30/2021

  Thank you for reaching out, I’m so sorry to hear that this happened. I have reviewed your account and it appears your concerns have been addressed by our accounting team. The payment has been applied to your ledger and you will not be billed 1/1/22 for the management fee. If you have additional questions or concerns please contact our office at 844-793-4948 and we will be happy to assist you.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rent a house in Phoenix. The property is managed by RW. THe first day July 19th, problems with the plumbing surfaced. I filed the first of more than a dozen maintnance requests in the renters online portal. The whole house backs up with water/sewage problems. The first 4 to 6 weeks we were here, we were unable to use the kitchen sink, dishwasher, garbage disposal, bathtub or washing machine. If we tried using the washmachine or dishwasher, water would pour out of the back of the house. I can see that portion of the back of the house was painted over to hide the previous water damage. RW sends out different plumbers (4 different companies so far)The owner of the house is an investment company. RW is able to send a plumber or repairman without seeking approval if they stay under $******. We have had at least a dozen plumbers here. Each one says its a different problem. They all show up without masks. Some will wear one if requested, but others won't. They all apparently tell RW that the issue is resolved but it is not. They provide a temporary fix and then it happens again. Which means it is a bigger problem. Broken pipes, collapsed main? There is mold under the kitchen sink, rotten wood and drywall. We are currently unable to use anything in the kitchen. Their system is set up to be as frustrating as possible. the renter puts in an online requests. Someone at RW then puts out a bid for the cheapest plumber. The plumber then conacts the renter. If the job will be more than ****** the plumber then contacts RW who then has to get approval from the owner who tells RW, who tells the plumber who tells me. Everyone has a built in excuse. We have been here 3 months and 10 days. We have not had full use of the house we pay $1800.00 month to live in yet. We have had to cancel plans to be home for another plumber week after week. I have read the numerous compaints with BBB against RW and see they have their scripted apologies ready. I am not interested

  Customer response

  11/01/2021

  I filed this complaint this morning. I received an email from BBB stating they could not help with compensation. I would like to change the word "compensation" to refund. I would like a refund of 1/2 the 3 months rent I have paid since I can only use half of the house.
  
  *********************
  

  
  

  

  Business response

  12/17/2021

  We apologize for the inconvenience these repairs have caused. We have advised the homeowner of your repair requests and have been working towards a resolution. Our maintenance team has expedited your case and is working with multiple vendors to complete the tasks as quickly as possible. Our team will keep you informed on the progress. We have sent your request for rent credit to the homeowner for their reviewal and will update you once a decision has been made. If you have additional questions or concerns please contact our office at ************ and we will be happy to assist you.

  Customer response

  12/20/2021

   I am rejecting this response because:
  

  It is still an ongoing problem. They haven't expedited anything. RW will blame the owner. The owner will blame RW. We have unwillingly spent 60 to 80 hours of our time on plumber visits. We have had weeks unable to use the kitchen or bathroom or washer etc. We have been exposed to to COVID countless times. We finally caught it I believe from one of the plumbers. They knew the house had plumbing problems before it was rented. You can see where water damage was painted over. They don't respond to emails in a timely fashion. They tell lies. We deserve a refund equal to 1 or 2 months rent. Anything less is unacceptable. 

  
  

  

  Business response

  12/30/2021

  We apologize for the inconvenience these repairs have caused. We have advised the homeowner of your repair requests and have been working towards a resolution. Our maintenance team has expedited your case and is working with multiple vendors to complete the tasks as quickly as possible. The plumbing portion of this job is done. The tile and build-back portion is still open and has been approved. Our team will keep you informed on the progress. We have sent your request for rent credit to the homeowner for their reviewal and will update you once a decision has been made. If you have additional questions or concerns please contact our office at ************ and we will be happy to assist you.

  Customer response

  01/06/2022

   I am rejecting this response because:
  

  It has been over 6months. the problems have still not been resolved. Renterwarehouse puts the responsibllity back on the investment company that owns the property but pays renterwarehouse to maintain. they are equally responsible of leasing a property that wasn't fit to live in. They have been horrible in doing their job. 

  I am not interested in the insincere apology. I need a refund to make up for the over 80 hours I have spent babysitting plumbing repairs for a house I pay to live in.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Where to start? With the MOST recent. We reached out to RW regarding an emergency plumbing issue as we have backed up water in our basement to the point it was over an inch deep and we had damage to possessions. We also have a child living in the basement that cannot stay down there as it is to wet (mold). A plumber was sent out, 2 weeks ago, who said they would have to drill in the basement and could not get to it for 3 weeks. This means we cannot use our dishwasher or kitchen sink for 3 weeks!! Second plumber comes out (10/12) ans says they will call in their recommendation and either ox it that day or come back the next day. Now we are at 10/17 and NOTHING HAS BEEN DONE. We have nasty sewage bubbling up in our basement. I cannot use my kitchen sink to wash dishes, so I can't cook. This is all on top of: 1. No heat when we moved in (2 weeks to fix) 2. Repeated upstairs AC issues (back and forth for over a year) 3. Broken stove 1 1/2 years still broke etc.

  

  Business response

  11/05/2021

  We contacted the home warranty company and placed an emergency claim. Our maintenance team kept you informed through the entire process. We do apologize the repairs couldn't be completed sooner. We do have to have the homeowner's approval for any maintenance request. Remember, this is their property and they may incur the cost. We recommend quality vendors with validated certifications and insurance to the homeowner, but ultimately it is their decision which vendor to work with. The homeowner did request another bid from another vendor. Again, our apologies for the delay as we waited for the homeowner's decision on which contractor to move forward with. The work was scheduled to be completed on November 2, 2021. Please contact our office if the issue has not been resolved. You also mentioned the broken stove. The contractor is on hold until you provide the requested information. We need the part numbers of the stove's knob and the burner in order to complete this work order. Please contact us at 844-793-4948 and we will be happy to assist you. Everyone here is working hard to deliver seamless interactions.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have put in MULTIPLE maintenance request to get my ac unit fixed. This is NOT the first time it has gone down. Now my ac unit is DONE. It has smoke coming out of the ac vent and all over my unit. There was a fire and I can see duck tape wrapped around a hose. I have 2 minors in my home. We live in ******* where it is currently 96 degrees outside at 9pm. I've been Told by technicians that the ac unit is OLD and needs to be replaced. I DON'T UNDERSTAND why the owner CAN'T invest in his home since I pay my rent on time EVERY month. I've been here since 2018 and nothings been updated. Last time the ac unit went down it took the ac technicians 2 weeks and 1 of my daughters getting heat stroke to get it fixed. I would like this issue to be resolved fast since I live in a desert!

  

  Business response

  09/20/2021

  We have advised the homeowner of your repair requests and have been working towards a resolution. We have recommended the homeowner contact his Home Warranty company as soon as possible to escalate this issue and send a vendor to the property as soon as possible. We will continue to keep you informed on the progress.

• Initial Complaint

  08/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented with Renters Warehouse from Nov. 2018-July 2021. The last several months at the rental property were awful (view previous BBB complaint for info regarding the air conditioning fiasco). We never received phone calls back (*********************, specifically) or email responses with any of the issues we brought forward in the last few months at the rental property.We received a false deposit disposition via email today (after contacting several employees regarding not receiving any info about our security deposit). A series of false claims were made that totalled up to over $500 worth of incorrect charges. We were charged for broken refrigerator shelves, decor ceiling fans to be replaced, and a dog house in the backyard to be removed. All these items were there (or broken) when we began our lease in 2018. We were charged for broken toilet seats and "chewed blinds", which is also false. The other charges we agreed with, but these things are simply not accurate. View attached photos.

  

  Business response

  09/20/2021

  *****, we have contacted your homeowner in reference to your written dispute regarding your disposition. After review, they have agreed to make adjustments to your disposition. Our disposition manger emailed you and issued the credit on September 3rd. Please be advised that any and all deductions from the security deposit have been made at the discretion of the homeowner, not Renters Warehouse. I understand that this can be frustrating, but know that Renters Warehouse is a third party company to facilitate the management of the property. Because the owner has agreed to make the previous listed adjustments to your disposition, there is limited action that Renters Warehouse can take on your behalf.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called & spoke with a Rep. in June informing them about my move out in July. I informed them I also spoke with the owner of the home due to the time I was moving so I won't have any charges or fees I am liable for. The rep. stated she will speak with the owner & call me back. I never heard back from her so I contacted the owner who is also a friend of mine. He stated he did talk to them & inform. Renter's Warehouse reps that I would not be responsible for any move out fees. Therefore, I called back 1 week later & spoke with another rep & informed him that I did not have access to a computer or have internet services so I am unable to log into the portal to put in the date I will be moving out. He informed me not to worry about it that he will take care of it on his end do not worry about any fees or charges. On Aug. 16th I log into the portal, because I had access to a tablet that I purchased and there were charges over 3k on my account. I moved out of the home on July 8, 2021.

  

  Business response

  09/13/2021

  Vanilla, we apologize for any confusion with your move out. We do not report to credit bureaus. You can see in your portal that your tenant ledger has been corrected an is up to date. Please reach out to our office with any further concerns at 844-793-4948 and we will be happy to assist 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. ↩