ComplaintsforRhino Realty Property Management, LLC

• Initial Complaint

  08/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for an apartment with Rhino Realty, I have never tried to work with a property manager. That was so hard to contact regarding an application. I had viewed it on August 3 2023. At that time, the month of August was free. The gentleman who showed it said I could apply with a co-applicant being I have a credit score under 650. I had to save some money to pay for and apply for the application fee and deposit. It was still available on the website I wanted to contact the leasing agent to see if the free month offer was still available. I also had a few other questions that were important to me before I wasted my money on an application fee. I tried and leaving messages for several days in a row, None of the emails they sent allowed you to reply. When you called the office and followed the directions on the business phone to speak to someone. I pressed #5 and the phone hung up, with no way to leave a message. I finally hit option 2, which was for people wanting property management for their homes. They person who answered seem to be offended when I explained I was trying to reach a leasing agent to discuss the questions I had. They informed me the best was to use the chat on the website. I explained I hadn't seen a chat option, but I would go back and look, I thanked the person for their time. I went back to the website to look for a chat option. Not finding one I assumed the contact us here fill in the blank options was what the person had been talking about. I immediately filled it out and got a Could not send mail! Plese check PHP mail configuration." I had no idea where to fix that at. I called back, pressed #2, spoke to the person again, asked them, they said they didn't know either. I then asked if could leave a msg, which I did. I just feel like they were not really interested in renting the property, that they were only interested in my application fee, and not renting the property. After I left the message. still waiting

  

  Business response

  09/02/2023

  We are sorry to hear that Ms ***** has difficult with the website and with the process of setting up an appointment to view a unit.

  We have tried to set up the system so that it is easy to navigate but sometimes there are some people who still struggle.

  The system is set up with a chat feature a text feature and email feature.  There should be no reason that Ms ***** could not reach leasing if these features were used properly.

  We understand that the some members of the public prefer to speak to someone on the telephone, we require that all communication be in writing

  to protect the public and Rhino in case of misunderstandings.  

  Properties are limitied at this time and they are rented very quickly usually within days and sometimes hours which can be frustrating for those who

  are looking to rent.  Application fees are returned if we cannot match a person to a property.

  We wish Ms ***** the best of luck finding a property and a property manager that she is happy with.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being charged a full month of utilities and am moving out the 11th of the month. Everything else was prorated for the 11 days except the utilities for some reason. I have asked about this before the rent was due on the 1st, to be adjusted before we pay and after on the 3rd again before "late fees would apply" and have gotten no response. By far the worst property management I've dealt with and I've been renting apts the past 17 years! No one to contact unless you lie and say your an owner to actually talk to someone. They take your message say they'll pass it on to the correct dept to follow up and you hear almost nothing about it!! You may hear something from someone about this or that days later in a text but no clear answers or help to questions you had asked. I actually wanted to transfer to a 1 bdrm there before I realized how bad the management got at the end of the lease! Then I realized they tried charging us for the utilities we already paid for the previous month saying they due on the 26th of the month, never been the case the whole year, and changing the prices before the lease was even expired, that I had to let them know about! It was and still is crazy!! Please don't fall victim to Rhino Realty Properties unless your looking for a fight to pay what you actually owe and a battle in a half to actually get through to someone! The number they list is just a VM unless your an owner and the text messages are sporatically answered whenever they feel like it or want to!

  

  Business response

  08/08/2023

  Ms Zimmerman 

  Did not understand that the utilities were changed to a **** system instead of a flat rate so **** continue to pay the flat rate.  The proration was done and she has a credit on her account.

  Every one of her texts were responded o in a timely fashion.  So it is not true that she was no on got back to her.

  She inquire about transferring but did not like our process or requirements.  She was also responded to abut that.

  There are at least three ways to contact us, text, email or calling. 

  We have a dedicated extension for tenants to leave a VM when they call the office which then goes o the tenant email which is check and sent to the proper department who an assist her.

  ** ********* was aware that we do not do on-site management and was also aware of the the avenues of communication when she moved in.

  Since ** ********* prefers to speak to a person we suggest that she find a complex that has on site management were she can go down to the office and speak to someone any jtime she has a question.

  I am happy to provided all the text correspondence to back up my statement.

   

   

   

   

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rhino Rentals did not make the necessary repairs/ maintenance to keep our home safe and or maintained. We have numerous requests that were denied or IGNORED by the company/owner and now we are being charged for said repairs. They did not get us the proper parking pass for our community which in turn caused us to get 3! boots on our cars totaling $300! We could not lock our garage door because they would not approve of the repairs. They literally kept every dollar of our security deposit to fix things that were already damaged prior to our move in. I have emails, pictures and texts w every single denial or that was ignored or never resolved! *** ******, the manager told me to “put a throw” over exposed nails coming from the carpet!

  

  Business response

  07/19/2023

  This tenant's work orders were addressed as per the contract with the owner.  The owner must approve all work orders that are effecting health or welfare. 

  The work orders that were not approved by the owner were esthetic in nature. 

  The tenants close out and security deposit were based on the final inspection of the property, the responsibilities of the tenants upon move out and the move -in check list that was provided by the tenant.

  The contacted us and this was explained to them previously

  Customer response

  07/24/2023

  Complaint: ********
  
  I am rejecting this response because: our requests were not all about aesthetic!!!! My children had to walk on exposed nails because the owner did not fix the carpet! Not one of our problems were ever fixed! They are charging US to fix things that were there BEFORE we moved in! They cost us $300 in boots because *** CHOSE not to help! I was able to get us a parking pass by simply calling the homeowner association! Our garage door request was IGNORED! Our safety and home were put at risk because they chose to ignore the garage door issue! I have proof of everything! I am sure they just list things they say they “fixed” to literally steal/keep our money! They offered no proof/receipts to where our money is actually going! I will not be ok w them not doing any maintenance work and still keeping our damage deposit! They charged us for things like a screen that was never there! I have emails saying we would NOT be charged and they literally charged us! The Owner of the leasing company NEVER reached out to solve/help w any issues! 
  
  
  
  Regards,
  
  ****** *********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business response

  07/29/2023

  TI am rejecting this response because: our requests were not all about aesthetic!!!! My children had to walk on exposed nails because the owner did not fix the carpet!

  The childred did not have to walk on nails if the tenant would have put a throw rug over the transition which is what she was ask to do. And by the wasy which she agreed to do.

   

  Not one of our problems were ever fixed! 

  The is false we have work orders to prove that we responded when allowed to by the owner.  

   

  They are charging US to fix things that were there BEFORE we moved in! They cost us $300 in boots because *** CHOSE not to help! I was able to get us a parking pass by simply calling the homeowner association! 

  The tenants were responsible to procure a parking pass on their own it was not our responsibility nor the owners responsibility.

  Our garage door request was IGNORED! Our safety and home were put at risk because they chose to ignore the garage door issue!

  Another false statement 

   

  I have proof of everything! I am sure they just list things they say they “fixed” to literally steal/keep our money! 

  The tenant would not have to pay for any repairs unless they were the ones who did the damage

   

  They offered no proof/receipts to where our money is actually going! 

  I do not understand this unless it refers to the security deposit accounting.  We are required to provide a list of the items that were being charged for and the cost which we did.

  I will not be ok w them not doing any maintenance work and still keeping our damage deposit! 

  This is not the tenants choice the charges were based on the condition of the house at move out. The work that was done on the house was after they moved out to bring the house back to its original condition so it can be rented again.

  They charged us for things like a screen that was never there! I have emails saying we would NOT be charged and they literally charged us! The missing screen was not listed on the move in checklist.

  The Owner of the leasing company NEVER reached out to solve/help w any issues! ell us why here... 

  The owner of the company does not communicate with tenants, I do.  In addtion the tenant has been aggressive, and used profanity over the phone and on writing.  She was so abusive that she is not allowed in the office nor will be take her phone calls.Our attempts to explain the process and the charges have been in vain, she continues to harrass and threaten. She has screamed at my receptionist, my bookkeeper and myself.  We will not be abused by her further nor will we respond further to any complaints or accusations.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put in a work order on June 28th for a broken swamp cooler. I just put in my 30 days notice to vacate on July 31st 2023. For five days none of the maintenance crew would call me or show up. I filed a couple complaints to ***** ****** who was in charge of maintenance, and *******. ***** told me that it was taken care of. I went back to the apartment to clean it and found out he lied to me because the swamp cooler was still broken. I was basically forced to move out faster than my last day of residency due to failure to fix my swamp cooler. It is now day number 9 and the swamp cooler is still broken.

  

  Business response

  07/08/2023

  The tenant was given a $264 credit for the time her coller was not operating properly.

  It was fully repaired on 7.7.23

  Customer response

  07/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Viewed apt 6-16-2023 Put application in the 18th and paid $45 I have called numerous times, left numerous voicemails and left two messages with actual live employees but still no replay. Sent emails to business and you can not get a response or answer or a live person!! Everything goes through an automated messages service

  

  Business response

  07/09/2023

  We will forward this to leasing and if proper we will refund the application fee

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied for a property with a co-applicant. Paid two separate application fees in order to complete the applications. Was denied the apartment but found out that they did not process the co-applicant due to it not being allowed with this property which was never explained to me when looking into applying for the property. There was a lot of misleading information and just about no communication at all. Rhino Realty never answers the phone or returns call. There is almost no communication at all even if there are problems. I have requested a refund from Rhino. For my co-applicant he received no correspondence or the credit report that was requested when he completed the application. Per the FCRA he is entitled to it but even after reaching out and requesting or asking why he has not received we have received no answer. They are not in compliance with the FCRA.

  Customer response

  05/19/2023

  I would like to receive a refund for myself as I paid for both myself and the co-applicant 

  

  Business response

  06/11/2023

  Applicant applied to ***** ***** * **** **** *. Both this applicant and their co-applicant were denied due to credit. Applicant was screened on 05/15/2023 at 11:37 AM. Co-applicant was screened on 05/15/2023 at 11:38 AM. Both screenings came up as denied due to credit. Adverse action letter sent to applicant on 05/16/2023 11:30 AM. Co-applicant submitted an invalid email. Original adverse action letter was sent on 05/16/2023 11:32 AM. ******** supplied a valid email for co-applicant. Second adverse action letter was sent and received 05/19/2023 10:54 AM. I was in full communication with the applicant via texts. We have the text feed for proof

• Initial Complaint

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rhino Realty charged a late fee for the month of October & November without notice. I logged into the portal to pay a portion of my rent for November to notice there was a "late fee" and an increase of the month to month fee of $50.00. I never once received an email or notice. My rent total is $925 month to month, no 1 year lease in place; when I logged in 2 weeks ago, it was $1090. I paid a portion of my rent ($360.00) which does not appear to be a credit on the account, when I log in, it shows I owe $843.00. I emailed the business 3 times, text twice, left 2 voice mails and submitted a work order ticket which was canceled. All this within a 2 week span. My rent is due today and I am being charged over over $300 of my regular rent price. I emailed another representative and no one is reaching out. I am on unemployment on a single income and I am a single parent. I would like to be contacted by Rhino, credits adjusted and an apology for the distress, intentional infliction of pain, negligence and mistreatment. Paid on 10/25/2022 Confirmation #: *********  Paid by You Includes October 2022, October 2022 - ***, Online Prepayment $160.00 Paid on 10/12/2022 Confirmation #: *********  Paid by You Includes Online Prepayment $200.00 Paid on 10/03/2022 Confirmation #: *********  Paid by You Includes October 2022 (Prorated), October 2022 - *** (Prorated)

  

  Business response

  11/02/2022

  Tenant is mistaken,  just had a conversation with her and reminded her that we have her text saying she wanted *** and also have the text that informed her of the increase in rent should she choose to renew or go ***.

   

  Customer response

  11/03/2022

  Hello, the solution has been resolved and the misunderstanding has been cleared. I don't appreciate having to reach out to the BBB in order to be communicated with . I am grateful for your assistance and fast acting. Thank you. 
  
  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.
  
  Regards,
  
  ***** ****

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** ******** moved out of one of Rhino Realty in which they Manage at **** *** ***** **** *** *** * He moved out on 5/24/22 because they rhino realty had served him with an eviction notice stating Non payment of Rent which was un true He always paid his rent on time. They did the same thing to him a couple years back as well and he went to an attorney which resolved the matter which was their fault for not checking the mail box which was attached to the apartment complex around the back side of the building. Now they served him with this second eviction notice for non payment again on 4/1/22 which was un true as stated above he had paid his rent but moved out on 5/24/22 not because of non payment of rent as the eviction notice contends to attribute to but because they rhino realty has failed as a rental establishment to care for the complex in which they rent to renters they had dilapidated building in which they failed to repair and they failed to do the repairs in which the renter had called them on many times to fix and was never attended to for months down the road .MR ******** called them years back to fix an air conditioner which was not working and needed repair they did nothing and let it run down the roof and the side of the wall and crack the ceiling of the apartment before they had a repair man come and fix it. which he has photos of and if needed would provide next they failed to fix his heater in the middle of winter for adleast two weeks he had to endure the cold and use his oven to heat the apartment which i may ad could of contributed to carbon Monoxide poisoning. next but not least in 11/2/21 he called asking them to replace the refrigerator because it had gone out he had to wait months to get them to replace. in which they did as stated months latter which contributed to his being malnutrition because he would not eat out due to covid we are asking for his security deposit of $350.00 returned to him as soon as possible.

  

  Business response

  08/06/2022

  Mr ******** was served a 30 day notice to terminate the rental agreement, he ws not evicted due to non-payment.

  Rhino Realty was the property manager for the owner who approved all work orders.

  If we received work orders for anything we completed those work orders.

  In addtion when we tried to attempt to address work orders Mr ******** was aggressive and beligerent, he cursed at the vendors and made foul racial statements towards them.

  He also refused to allow us to enter several times to do maintenance.

  The owner did not provide a lease to us when we took over the management in 2019 and also did not provide us a deposit to return to Mr. ********.

   

   

   

   

• Initial Complaint

  05/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rent a residence located at *** ******** ** ** *** ** ************ ** ***** from Rhino Realty Property Management LLC. We have a signed Lease Agreement, which includes, “Landlord will make those repairs necessary to keep the Property and the common areas in safe condition. Landlord will maintain the electricity, plumbing, sanitary, ventilation, heating systems, and other facilities and appliances including air conditioning, and elevators, if any, in good and safe working order.” Rhino Realty has failed to uphold their obligation to maintain the swamp cooler and I am seeking resolution. *** ********** *** performed a service call (scheduled by Rhino Realty) on April 23, 2022 to set up my swamp cooler. They found the swamp cooler to be in irreparable condition, informed Rhino Realty of the issue, and provided an estimate to replace the unit. Rhino Realty declined the estimate. I have reached out to Rhino Realty upwards of 10 times since then asking them to please fix the swamp cooler, which they have declined to address. Rhino Realty is obligated to maintain the property, and is required to make a reasonable attempt to correct problems within seven days. 27 days have elapsed since *** ********** discovered the issue, including 19 days since I made a maintenance request for the swamp cooler on May 01, 2022. Rhino Realty has made no reasonable attempt to correct the issue within this timeframe or ever. I am seeking the following resolution: 1) Rhino Realty Property needs to repair the swamp cooler so that it is in good and safe working order. 2) Because I am receiving less from the rental agreement than I am paying rent for, Rhino Realty needs to accept abated rent for the duration of time they have failed to uphold their contractual and legal obligations. 3) Rhino Realty should provide compensation for the increase in my electrical cost for the time that I am operating portable cooling systems in a futile attempt to compensate for the broken swamp cooler.

  

  Business response

  05/26/2022

  Tell us wCustomer’s Statement of the Problem:
  I rent a residence located at *** ******** ** ** *** ** ************ ** ***** from Rhino Realty Property Management LLC. We have a signed Lease Agreement, which includes, “Landlord will make those repairs necessary to keep the Property and the common areas in safe condition. Landlord will maintain the electricity, plumbing, sanitary, ventilation, heating systems, and other facilities and appliances including air conditioning, and elevators, if any, in good and safe working order.” Rhino Realty has failed to uphold their obligation to maintain the swamp cooler and I am seeking resolution. *** ********** LLC performed a service call (scheduled by Rhino Realty) on April 23, 2022 to set up my swamp cooler. They found the swamp cooler to be in irreparable condition, informed Rhino Realty of the issue, and provided an estimate to replace the unit. Rhino Realty declined the estimate. I have reached out to Rhino Realty upwards of 10 times since then asking them to please fix the swamp cooler, which they have declined to address. Rhino Realty is obligated to maintain the property, and is required to make a reasonable attempt to correct problems within seven days. 27 days have elapsed since *** ********** discovered the issue, including 19 days since I made a maintenance request for the swamp cooler on May 01, 2022. Rhino Realty has made no reasonable attempt to correct the issue within this timeframe or ever. I am seeking the following resolution: 1) Rhino Realty Property needs to repair the swamp cooler so that it is in good and safe working order. 2) Because I am receiving less from the rental agreement than I am paying rent for, Rhino Realty needs to accept abated rent for the duration of time they have failed to uphold their contractual and legal obligations. 3) Rhino Realty should provide compensation for the increase in my electrical cost for the time that I am operating portable cooling systems in a futile attempt to compensate for the broken swamp cooler.hy here...

   

  The owner is selling the property, the owner was not willing to replace the swamp cooler.  Rhino Realty provided the tenant a portable AC in lieu of the swamp cooler.  Rhino Realty then negotiated with the owner and was able to convince them to replace the swamp cooler which was done on May 24th 2022.  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pam B****** from rhino realty needs to be investigated. She steals people's security deposits.also her apartments on **** **** *** Are.unsanitary, full of people,selling drugs,never hot water.etc.

  

  Business response

  02/16/2022

  Ms ***** was a tenant in two different properties of ours.  She had issues with both of her neighbors and complained about them constantly.

  We arranged for her to move from the first property and helped her do so, she was no charged a termination fee for that property.
  

  The second property was the same issue, again was the same issue and again she was not charged a termination fee.
  

  Her security deposit was not stolen it was properly accounted for based on the condition of the property.
  

  There were never any complaints of unsanitary conditions in the common areas nor any complaints about drug dealing from her.
  

  We did our best accommodate Ms. *****

*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. ↩