ComplaintsforReal Property Group LLC

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been renting from RPG since August 2023. Listed below are examples of issues I have had with them and their responses.1. Toured a unit April 2023. Agent that showed it told me they'd replace the carpet with vinyl. The unit address on the lease was different than the I toured. I looked at the other unit's pictures online, saw it had same layout so signed anyways. I assumed the flooring here would be done also along other units, bc there are only 10 units in the lot.When I moved in (August), water heater had been broken/leaked everywhere, dryer was disconnected, unit was dirty, and obviously had foundation issues (wall/ceiling cracks, unlevel, doors not closing) unlike the one I toured. There were clothes in the dryer and dozens of socks stuffed b/t the dryer and wall. Response: Water heater was replaced next day. Dryer took a month. Cleaned unit myself so I could settle in. I was asked in November to renew. I mentioned the "unit mix-up" and they apologized for the "difficulties" and "mishap" and suggested moving to a "unit I desire."2. ****** backed up on a Friday night. Tried plunging for hours, a drain snake, baking soda/vinegar, scooping toilet water to the tub, nothing worked. Submitted maintenance order. Had to go to ***** Hospital to go all weekend.Response: Called Tyler on his cell I found on the internet on Saturday night bc the emergency maintenance line was answered by a 3rd party bc it was the weekend. Tyler said it was not an emergency so they would fix it Monday.3. Heard vibrating sound behind outlet in wall on a Friday night (my luck). I knew this could cause a fire. I knew RPG wouldn't respond so I called an electrician because it was emergent. They called Tyler bc they needed approval because I am a tenant. Response: Tyler said to submit maint. order. Electrician could not do more, I understood. RPG did not respond til Monday, despite this was a life-threatening emergency. Thankfully the vibrating stopped and there was no fire.

  Business response

  04/11/2024

  We have executed a lease termination with the tenant to allow her out of the lease. Thanks. 

  Customer response

  04/11/2024

  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, as long as RPG agrees to refund my whole deposit given the condition of cleanliness of the unit at my move-out will be better than the condition upon move-in. I have also invested my own money into repairs/replacements (cracked toilet seat, stove drip pans that did not fit, flapper in toilet tank getting stuck on its own) because I did not want to bother with maintenance orders given my experiences. I expect no blame for the solidified sugar spills in the cabinets, small hole in the tub, crack in living room ceiling fixture, as these were all there upon move in. I did not **** these on the move-in condition checklist because I did not realize these until after I submitted the checklist. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They won&#**;t fix my fridge. It stated last week on Thursday. I had to move everything to coolers. They would not take it as an emergency. They did not come out, because they did not deem it as an emergency. The maintenance person said the freezer was too crowded and that is why the fridge will not cool. I cleaned out the freezer, and it is basically empty. They fridge is still not cold. They are not easy to get a hold of them. I realize they do not want to purchase a new fridge, but fix this one.

  Business response

  03/04/2024

  A work order was submitted the day after this complaint was submitted to replace the fridge, and that was completed. Thanks.  

  Customer response

  03/04/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning we were told we would be able to stay in the rental house until our house was rebuilt. (We had a house fire in October). When our house burned down in October, we were so grateful for the opportunity to continue to live on our street. At that time, we spoke to both the employees and the house owner about the option to lease for six months and then go month to month until the house was complete. (We in no way thought that the house would be completed in six months, and said as such at the time of lease). The entire company was so amicable and willing to work with us that we didn't give it a second thought when we did not receive follow up paperwork after texting confirmation of our intent to stay - it was our understanding that we were still on the same page. We were then informed that the house we are in has been rented starting in June which completely blindsided us, as it goes against every previous conversation we ever had with the company. When we asked about it, they said it was a done deal and that we did not respond to their inquiries. However on Jan 16 we did indeed respond in a text stating that we planned to lease until atleast august when our house was finished. When we asked for a list of the communication attempts that they had supposedly made, they refused. We did not receive the multiple calls texts and emails they claim. We want to stay in the house until our home has been rebuilt and not but our daughter through another move. She has already had to move 3 times since the fire and it’s been very hard on her as a three year old.

  Business response

  04/07/2023

  Good Morning ****** 
  
  
  First off, I am genuinely sorry for this situation. I understand that you guys have been through alot recently and this is not helping that. But because we did not have a signed renewal or anything in writing we signed a new lease on the property I am not able to allow you to renew or stay there past your current lease end date. 
  
  
  However, I am willing to do as much as we can to get this worked out for you with the least amount of disruption for you and your family. 
  
  
  I have one 3 bedroom 2 Bath private apartment that would be available right after your current lease expires. this unit would provide the flexibility of keeping you in a place until your house is complete. if you would like to take a look at it please let me know and I can get something scheduled whenever works for you.
  
  
  
  
  Please let me know your thoughts and feel free to send me any additional questions you might have.
  
  
  Thank you!
  
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been the worst rental experience ive ever had. First and foremost when i moved in everything was OLD & outdated in the home. There was no carpet strips anywhere, the plugs had loose covers. No biggie, everything WORKED at the time and that was fine. But in my kitchen under my sink, the wood was chipped and had big holes in it . My apartment had MICE due to this. When i called about the mice they told me to just get some mice traps. I have kids my son was terrified to even be in his room after he seen a mice run through. I called about it and they didn’t care they told me to get some mouse traps. I already had them EVERYWHERE!! My water heater in there was corroded, and old. We had to take a shower for like 2 minutes before it got cold and had to wait a long time for somebody else to be able to get in it. I called they came and checked and said it got hot . I explained to them that it gets hot for literally a couple minutes. Next. The dish water in the unit didn’t work, when i would use it water would run all over the floor and as it was running i would literally smell like poop. I stopped using it . My stove top is sooo old the irons barely work . There’s been times i am trying to cook and my food won’t cook because the iron won’t get hot. I put in a maintence request and they replaced the dishwasher but only put one new iron on the stove top when all 4 barely work. The oven takes like 2 hours to cook something that should only take 45 mins. They charged me 110$ for putting a maintence request in for something that works like they cook in the house or something. And on to my refrigerator. It just went out. Not cold at all, not even a little bit. Everything is spoiling in it as I’m typing . Just bought milk, it’s old. Everything that I’ve spent my money on to eat, i literally have to throw out. Like this is the worst experience ever.

  Business response

  03/10/2023

  Our maintenance technician has been in this residence 3 times for the same issue. We fixed the stove a first time, ate the cost of checking it a second time, and the third complaint we issued a charge for as the owner of the property is not paying for her to not like her stove anymore. The stove works perfectly fine, its just an older model. The oven reaches the desired temp and this has been tested by both our maintenance team and Columbia Appliance. We replaced the dishwasher, and the hot water heater even after confirming that the heating elements worked. 

   

  The tenant submitted a work order for the fridge last night and we are acting accordingly with it today. 

  Customer response

  03/10/2023

  Complaint: ********
  
  I am rejecting this response because:
  You all came out the first time just to Look!!! Y’all did nothing to the stove y’all came and replaced one iron on it and that is it . You’re telling the one who cooks on it how it works . Please make that make sense . In the middle of cooking most days the heat of the iron GOES away!!  Does not cook my food properly most days. I don’t care about how it looks as long as i can cook for my child. When y’all come and cook in this apartment then y’all can tell me it’s working fine but until then you can not. The stove is like made in the 90s, early 2000z of course it’s gonna go out at some point.  Also, the i know for a fact my water wasn’t staying cold for more than 2-3 mins my children was complaining. Like i said we had to wait like 30 minutes in between showers . Just to take a shower for less than 5 minutes before it gets cold again. This is crazy that yaw think this is acceptable, seriously . And it’s sad how y’all treat y’all customers people who pay y’all to live in y’all property . My refrigerator is spoiling everything it , i had to throw everything out. I pay for food with CASH. so what about that? Y’all marked it completed on the portal, but haven’t completed anything. 
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They refused to terminate my lease asked me to pay in full. I told them i can't but i can make monthly payment. They refused to list the unit for rent and on top of that they told prospective future tenants that the unit is not available. When i asked them to fix that on their website they told me they dont have to do it. Theyre doing me a favor by even listing it on there after my lease is over. I told them i will not pay until you guys properly list it. Instead of moving thr date to feb 2023 they moved it up to aug 2023. This is unreasonable burden on renters this company has done nothing but screwed with people.

  Business response

  01/10/2023

  The subject tenant indicated that he wanted to end his lease early, or sublease his unit. We told him that he was welcome to find another prospective tenant and as long as they're qualified through our application process, we would be more than happy to let another tenant take over the lease. Or if we were to find a prospective tenant that would relieve his obligations, we would make that happen. Yes, we did tell him that it was not our responsibility, to help him fulfill his legally binding contract, and that it's his responsibility to fulfill said contract, until something else transpires. As BBB knows, we don't scam people out of money, but we do however, fulfill our fiduciary duties to the owners that we represent in which a tenant signed a legally binding contract on an asset that we manage, it's that simple. Luckily, our team has a list of prospective tenants for that specific property, so we will most likely be able to lease the property and let him out of the obligations that they signed up for. If we're able to find a tenant that will help, we will, but to be honest, I'm not real inclined to do so after they have been submitting poor reviews about us all over the internet. Typically, when you want help from someone, it's not a good idea to make it more difficult for them to help you. At any rate, we DO have a financial obligation to the owner of the property. If you'd like to have an adult conversation about the situation AGAIN, please let us know. Otherwise, we would suggest you let us do our job and try and help you the best we can. 

  Customer response

  01/10/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  

  1. I have found several prospective tenants, but they're told it's unavailable for rent. As I type this response, I have another potential tenant asking me if there's a way i could expedite his application. 
  2. You still have the property listed as available in August 2023. And telling people, it is not available is not helping your case.
  3. As BBB should know, these people might not scam people out of their money, but they're sure to finesse themselves into unethical practices, as mentioned above. 
  4. Bigger question is if BBB is aware of these unethical practices, where they want to pretend they're helping someone. Is BBB aware of such practices and not condone them?
  5. I have asked them several times to change the date on their website to February and they continue to ignore me. Also, telling people, it is not available is atrocious.
  6. Threats, threats and more threats this is all they been doing. Let us do our job, or it won't be good for you, talking to anyone about this won't help your case etc. Their goal is to make me pay and not have to do their job. How do these people sleep at night?
  7. I haven't posted reviews yet, but trust me, when i do post one (or several) it will be not good for business. if you don't get your act together ie. offer the unit, change the date and stop turning people down by telling them its not available. 
  
  Sincerely,
  
  ***** ********

  Business response

  01/16/2023

  I'm still not sure how you'd like us to respond. There is nothing unethical happening here. We are under NO obligation to advertise the unit for rent, when you have a current lease on it. As we told you, we would help you, but again, we under NO obligation to do so legally, so I'm not sure why you think what we're doing is unethical. If you have prospective tenants who want to sub lease, or re-lease, send them over. We just ran an application on someone we had interested, but they're credit wasn't favorable. If someone was told that the unit isn't available, then it was by mistake, by the front desk, who wasn't aware of the situation.  

  No one is threatening you. Again, this is a simple legally binding contract. You want out of it, which is fine, but sometimes that takes some time to secure a new tenant, even though we are under no obligation to do so. If I were you, I would start advertising the unit trying to secure someone for us to qualify. It's as simple as that. 

  We did have some more applications come in for ***** ****** this weekend so we will check those out and see what's what. 

   

  Customer response

  01/20/2023

  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.

  unethical is telling people its not available and not changing date on your website. This shouldn't have escalated to legal issue or involve BBB, but due to poor customer service it has been an issue. As the liason between the owners and tenants you should have excellent customer service skills, instead what i got was "no we won't help you nor will we change the date".
  
  The statement "no obligation to find another tenant" Please say that to your owners see if they feel confident enough to let *** manage their properties.
  It is no obligation, but it is part of your job to facilitate the unit for rent; not make excuses.
  
  Once again, all this could have been avoided if you had better skills in handling customers. I have lived around the world as a military member and never had this issue. It is shame that it took BBB complaint to get to do your job.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My ** yo son joined a fraternity that rents their “house” from RPG. He was told to set up account on their portal to have automatic rent pay set up for his $550 monthly rent. With my permission he used my checking acct. in the portal it asked “pay your full amount” I told him to say yes because you have to pay full amount-usually not option not to! Well unbeknownst to me the ENTIRE rent for whole house of $5600~ plus the ENTIRE move in fee of $1720. We realized our error immediately and called RPG and spoke with lady there who instructed us how to change amount on the portal and not to worry about it! Also told if it went thru and we “bounced” any purchases to let her know and they would reimburse us. This was on Aug 2nd 2022. On Aug 11 I was in my online banking and noticed above charges. I called but no one answered so left msg for someone to please call me back. Around 2pm Aug 12 still no call from them so I reached out and explained problem. I was transferred to accounting he told me there was nothing he could do as he wasn’t allowed to reimburse *** charges thru portal and it was our fault not his- he laughed about it saying how dumb my son was! Refused to send me check because funds hadn’t cleared yet which was as false- it had been 10 days and my bank confirmed was cleared- he didn’t even check. Said take it up with your bank then. Also put me on speaker phone so rest of office could listen in- they too were laughing loudly at my unfortunate dilemma. He then changed story and said he couldn’t reimburse me til 10 other renters on the lease have paid. Problem is they haven’t been able to pay because the portal says it’s been paid! So now I’m out 7300k from my checking acct. I’ve contacted bank to start dispute but that can take weeks and I’m not guaranteed they will refund me. This is horrible situation and they refuse to help rectify it. No empathy and think it’s funny. Very unprofessional

  Business response

  08/16/2022

  Hi There,

   

  Unfortunately, we don't have any control over tenants, and their respective portals, in which they pay rent. The tenant, or their mother, acccidentaly checked the "pay full amount," rather than "pay monthly amount." Upon doing so, the third party system pulled their full lease amount our of their bank account, rather than the monthly rent. Again, we don't control any of that for legal purposes as it's all handled between the tenants, and our third party payment processing software. When she called to discuss, we informed her that we physically couldn't refund her money, as we don't have the funds, as it has to go through a third party and that once we had the funds, we would be happy to do so. We also instructed her, if she would like to expedite the refund process, she could dispute the charge with her bank. After the conversation, we realized that her son's account was actually on a joint lease and realized that their account wasn't actually paid in full yet, and that we wouldn't refund the funds until her son's roomates paid their portion of their rent, which is company policy. I realize that this is frustrating for her, and we don't apologize, but we're happy to get everything refunded to her as soon as the account comes up to date. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I moved out of a home rented through Real Property Group and have not received our deposit. Our lease ended on May 1st, 2022. We cleaned the home, returned the keys, and did a walk through with ***** from Real Property Group on April 26, 2022. My husband wrote our forwarding address on the paperwork for *****. My husband was told, by ***** on April 26th, that we would receive an email with itemized deductions and that was also never sent. We were told they had 30 days from May 1st to return our deposit. On June 2nd, we called Real Property Group asking why we had not received our deposit. We were told that we did not leave a forwarding address. We again, left an address with Amber. No check was received. Again, we called Monday, June 6 because we had not received anything in the mail. We spoke with Amber again, in which she stated the accountant mailed our deposit on Friday, June 3rd. Today is Wednesday, June 8th and we have still not received our deposit. This has caused many financial issues and hardships for our family. It has been over a month! Our contract states the landlords have 30 days to return a deposit and itemized list of adjustments.

  Business response

  06/14/2022

  To Whom It May Concern,

   

  I'm not sure what the mix up was but we mailed the security deposit check on May 24th, 2022 for the aforementioned tenants and property. Since learning of the discrepancy, we have since cancelled the check and reissued. The tenants have since picked up the security deposit check at our office.  

   

  If you need anything else, please let us know. 

   

  Thanks,

   

*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. ↩