Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has harassed me for the past 6 to 12 months its one thing after another. It takes forever for them to fix stuff they send unlicensed people to do electrical work. Breakers flipping in the house Im renting and paying 3000 per month for and they add trying to make me pay for the breakers to be replaced 150 dollars when in fact the guys that came out didnt even fix the breakers. They surely do not value anyones time at all. I definitely should not have to pay 150 dollars for a service fee for their maintenance handy men not electricians to come out and look at stuff and since they didnt flip while they were here for all of 10 mins they determine their is no problem and do not do anything to fix it. I sent videos to them of the breakers flipping so there is obviously an issue. I mean come on. At least send someone to peoples homes that they can communicate with as I do not speak Spanish. Also they send out the wrong ac filters for which Ive sent them pictures of. I sent them pictures where I had to buy the filters and replace them and they still send a mgr here to check behind me. After I sent pictures, anyway they can harass they will do it, now they are telling me they want to send someone here to replace the filters because they act like Im not doing it but they arent sending the correct ones as the pictures Ive sent and have proof Ive sent show. Not they are threatening to enter my home Im renting without me being here even though Ive told them I have valuables here. In the lease it shows provisions for doing it and none of those provisions have been met. So they are entering the home illegally if they proceed with this. Its really just one thing after another. I had to sit without a microwave a while back for over a month then they tell me its not a essential item that I would have to pay for it. But when I told them if I paid for it I was taking it when I moved out they say oh the owner is going to pay for it that it is essential.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  RPM has been flagrantly unethical as weve attempted to close out our lease, and despite our best efforts to reach an agreement, weve been met with false charges and non-answers. Two offenses need to be addressed:[Unconscionable & Anti-******* Lease Terms]After four years we decided not to renew our lease, and had to move out seven weeks before our lease-end date. We turned our keys in early, made clear we intended to pay the rest of our rent, and kept utilities on until the end of the lease. Upon finding out we were moving seven weeks early, RPM charged us an extra months rent because of the Early Lease Termination clause in the Rental Policies Lease Addendum. In this unconscionable clause, no specificity is provided regarding an acceptable time to move out, which would legally mean RPM could charge tenants with this fee at any time during move-out. RPM did not waive the termination fee despite our intent to pay out the lease, but also never terminated our lease early or made an effort to re-lease the unit as required by NC law. [Flagrantly Unethical Security Deposit Charges]After unsuccessfully attempting to get the above fee waived from our balance, we were hoping to at least receive our security deposit. Instead, RPM delivered a list of itemized charges that were suspiciously identical and totaled to an amount that left receiving $0 of our deposit. On the list of charges, we noticed three sets of duplicate amounts for different items, including the following:- $268.13 for Cleaning Following Move-Out and $268.13 for Replace Broken Microwave Handle- $214.50 for Carpet Cleaning and $214.50 for Replace Missing Window Screens- $37.52 for Replace cable ports and $37.52 for Replace dirty AC filters, bulbs, and batteriesFalsifying charges on a security deposit disposition with the intent to keep the entire deposit amount is illegal. RPM has declined to provide an explanation or receipts for the duplicate amounts.

  

  Business response

  02/14/2024

  The tenants vacated the property at **** W 1^st St unit 207 Charlotte, ** ***** before the lease term was up, they were obligated to pay a lease breakage fee ( per their signed lease agreement), which we generously discounted 50%.  We have provided the tenants with the move out inspection report and photos along with the required disposition letter and a copy of their tenant ledger for security deposit charges that were legitimate and have attached them to this email. We would like to offer the tenant a credit of $805.01 for the remainder of the lease breakage fee.  This will bring their current balance to $0.00. Please send a response that this is closed out.

   

  Thank you, 

  *******************;

   

   

   

  *******************

  (Operations ****************************** Owner Relations)

  Customer response

  02/19/2024

   
  Better Business Bureau:
  
  Pending RPMs confirmation and proof of the waived fee and a balance of $0 owed, I find that this resolution is satisfactory. 
  
  Thank you! 
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in on 4/30/2021 and moved out on 4/27/2023. I have always paid rent on time. I was informed that I needed to get the carpet cleaned prior to moving out. I paid a company to come in and clean the carpet. I was even given a thumbs up that getting the carpet cleaned was good to go before I left. I have attached all the pictures of when I moved out and I have also attached the receipt from the carpet cleaning company. No one from this company did a walk thru with me when I moved out. This is why I took photos which I have attached. Today is 7/27/2023 and my security deposit has not been returned yet. I have left several messages via text and email and it took weeks for anyone to even respond. When I did receive a response it was an invoice to get carpet cleaned and some other minor things. No one has called to speak with me and explain these bogus charges. Sixty days have passed and they have not sent my security deposit or inquired about it. I would like my security deposit returned to me in full. I feel as though they are avoiding me and not willing to answer any questions regarding my security deposit. How can they send me an invoice for carpet cleaning when they instructed me to do so before I moved out. They agreed and I have the receipt from the company. They are complaining about a dirty floor between the washer and dryer. That is not $1200 worth of security deposit. I have also attached pictures with circles on them which are the things this company is complaining about as damage.

  

  Business response

  08/21/2023

  Hello *******, 

  
  Im sorry you are unhappy with the move-out process, and you are requesting a full refund of a security deposit of $1200.    I have good news!   You never paid a security deposit, so you already have possession of the full $1200.   Instead of paying a security deposit, you opted to purchase damage coverage from Rhino.

  
  Secondly, in our interactions with you, you agreed that the Rhino claim for cleaning was needed except for the portion for carpet cleaning, because you had paid someone to clean the carpet.     As part of our move-out process we assessed that the carpet was insufficiently cleaned, and so we had to pay to have the carpet cleaned for the next tenant.  In addition to our assessment, Rhino also evaluated the claim and agreed with our assessment, and that is why they charged you for the carpet cleaning.

  
  Lastly, you said we had not communicated the status of your move-out, however I would point you to the mail you received on 5/30/23 that explained in detail the disposition of your move out, along with your ledger that showed a remaining balance due to us of $40.

  
  For your trouble, I propose to waive the remaining amount due to us of $40.   While this does not negate the Rhino claim they have made to you for carpet cleaning, it will reduce your overall expense.  I hope that this $40 goodwill credit, along with the explanation that the security deposit was never paid by you, will help you to feel better about the outcome.   I wish you well.

*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. ↩