Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived at *************** for over a decade and we have had no issues until recently when rentmax took over, this place has squatters, us tenants tell them to leave and go see rentmax. As for trash the rental company cleans up abandoned spaces, filling up the trash then blaming us. Staff entering my yard when I'm not home, my neighbor in 6 had staff rip his gate cover down and attempt to block the security camera. They have these young teenagers blocking the road and being rude when we ask them to move. Then recently they want to aggressively raise rent to a point where its not affordable for me. I would like to work with Rentmax, I been here a very long time and plan on living here longer.

  

  Business Response

  Date: 09/30/2024

  We have successfully evicted all of the people that were not paying rent. Lot 6 was one of them. Rents are being increased because rents have gone up across the Las Vegas Valley. All of the trailer parks are raising their rents as well. We are one of the only parks that accepts trailers older than 10 years old which is a major benefit to all of our residents. Thank you for your cooperation.

• Initial Complaint

  Date:09/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe the rental company's extreme increase in rent is violating Nevada rent laws.

  

  Business Response

  Date: 09/12/2024

  Thank you for sharing your concerns regarding the recent rent increase. We would like to clarify the following points regarding Nevada law and our policies:
  
  Under Nevada law, there are no statutory restrictions or limits on the amount a landlord may increase rent. Specifically, NRS 118A (regulating landlord-tenant relationships in residential properties) and NRS 118B (related to manufactured home parks) do not impose any limitations on rent increases. Instead, rent prices are largely dictated by market conditions, such as demand, property availability, and economic factors.
  
  That said, in researching your complaint we did learn that NRS 118A requires a 60-day written notice for rent increases in residential properties, while NRS 118B requires a 90-day written notice for tenants in manufactured home parks. Based on this requirement, we have adjusted the  effective date of the $700/mon new rental rate to begin on November 1, 2024, instead of the previously stated October 1, 2024.
  
  Additionally, to support our tenants, we will be offering a monthly $40 discount on the new rental rate if the rent is paid by the 5th of each month (ie. $660/mon instead of $700).

  Late rent however will be charged the full rent amount of $700/mon plus late fees of $5/day.

  We hope this adjustment demonstrates our commitment to working with our tenants in a fair and reasonable manner. If you have any further questions or concerns, please feel free to reach out directly.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is believed the rental company is in state violation of an unreasonable increase. The increase is not met with any improvements to the property or spaces.

  

  Business Response

  Date: 09/12/2024

  Thank you for sharing your concerns regarding the recent rent increase. We would like to clarify the following points regarding Nevada law and our policies:
  
  Under Nevada law, there are no statutory restrictions or limits on the amount a landlord may increase rent. Specifically, NRS 118A (regulating landlord-tenant relationships in residential properties) and NRS 118B (related to manufactured home parks) do not impose any limitations on rent increases. Instead, rent prices are largely dictated by market conditions, such as demand, property availability, and economic factors.
  
  That said, in researching your complaint we did learn that NRS 118A requires a 60-day written notice for rent increases in residential properties, while NRS 118B requires a 90-day written notice for tenants in manufactured home parks. Based on this requirement, we have adjusted the effective date of the $700/mon new rental rate to begin on November 1, 2024, instead of the previously stated October 1, 2024.
  
  Additionally, to support our tenants, we will be offering a monthly $40 discount on the new rental rate if the rent is paid by the 5th of each month (ie. $660/mon instead of $700).
  Late rent however will be charged the full rent amount of $700/mon plus late fees of $5/day.
  
  We hope this adjustment demonstrates our commitment to working with our tenants in a fair and reasonable manner. If you have any further questions or concerns, please feel free to reach out directly.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had used this company as a property management service. They have not returned our deposits and still havent released the information about our tenants that we need to contact them about our new management service. We have repeatedly tried to recover these monies and documents to no avail. Its been 3 weeks since our contact has ended and we had given a one months prior notice before that date. Please help us by contacting them and doing what you can to help us resolve this urgent matter immediately. We have even contacted the owner, *** directly and he is giving us nothing short of ridiculous excuses for this lack of resolution. We greatly appreciate any help that you can provide.

  

  Business Response

  Date: 11/01/2023

  Good morning,

  Thank you for sending us this complaint.  We do not have any record of a *******************, nor the phone number, address, or email that is listed on this complaint.

  Can you please provide us with more information so we can research and properly address this concern?

  For record, when a tenant moves out, we have 30 days to return their security deposit disposition along with any refund if any. 

  When an owner terminates, we manage the property for 30 days, then have 30 days after that to get them all closed out and all info transferred either to them or to their new PM company.  The three weeks listed on his complaint is still within our normal termination range.  

  If you could provide further info, we will be happy to address this concern properly.

  Sincerely,

  Rentmax Property Management

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Rentmax Property Management regarding multiple issues I have encountered during my tenancy with them. My experience has been extremely distressing, and I feel that my concerns have been dismissed or inadequately addressed **1. Lease Agreement Changes:**When I initially signed my lease with Rentmax, I was given certain assurances regarding my ability to smoke on the balcony and have pets in the property. However, the situation regarding these aspects has been inconsistent. At first, I was allowed to smoke on the balcony and have pets. Later, I was told I could not smoke on the balcony and was instructed to remove my pets, which led to confusion and distress.**2. Adding Family and Pets to the Lease:**I have repeatedly attempted to add my family and pets to the lease to ensure compliance and transparency. Unfortunately, my requests have been met with a lack of response or clear guidance, leaving me in a situation of uncertainty.**3. Neighbor Issues:**In addition to the lease-related issues, I have faced disturbing behavior from neighbors, including instances of racism and an incident in which a neighbor attempted to secretly record me within my own home, which I believe to be illegal.**4. Lease Termination:**Due to these persistent issues, I have sought to terminate my lease with Rentmax Property Management, but my efforts have been met with delays, obstacles, and a lack of cooperation.Rentmax employees ive talked to (No Help)******, ***, ******, *********************, *****, ******, ******* **Requested Action:**I am requesting that the Better Business Bureau intervene in this matter to ensure that my lease termination is handled promptly and fairly. My well-being and the well-being of my family have been negatively impacted by this situation, and I believe that the company should take appropriate steps to address and resolve these issues.**Additional Information:**- Lease Start Date: 5/01/2023 - Lease End Date: 5/01/2024

  

  Business Response

  Date: 10/11/2023

  Per the signed lease agreement ****** is NOT allowed to have pets of any kind. He is NOT allowed to have other adults living at the property other than himself of any kind (they can be added by completing a rental application for each adult and paying $200 lease addendum fee). He is NOT allowed to smoke marijana at the property. The tenant is upset because his neighbor turned him into the *** for smoking marijuana all day long on his balcony which is affecting the quiet enjoyment of the other property owners in the community as the marijuana has a strong pungent smell that stinks awful and it is going into other residents units including his own. This has created an *** complaint and lease violation against the tenant who is now claiming "racism." We don't even know what his race is. We follow Fair Housing guidlines and treat all tenants equal. The only fair thing to do is for both parties to adhere to the signed lease agreement which he is NOT doing. The lease has unauthorized pet penalty of $500 and the animals need to be removed. If the tenant wanted to have pets included onto his lease then he needed to provide his pets information onto the lease before signing it. No pets were included on the rental application. No approval was ever given in writing to the tenant for the animals. We are happy to ask the owner again about the pet but he said no. The lease agreement is the only valid document used for such matters. We kindly ask that the tenant comply with the signed lease agreement or risk being evicted and forfeiting his deposit as damages to the owner.  

  Customer Answer

  Date: 10/12/2023

  **Response to Rentmax Property Management's Reply**
  
  
  I appreciate your response, but I would like to clarify some points and reiterate the issues I've faced during my tenancy with Rentmax Property Management.
  
  
  **1. Pets and Lease Addendum:**
  I understand the terms of my lease agreement. However, I would like to point out that on multiple occasions, I have attempted to add my dogs to the lease and was met with a lack of response and guidance from Rentmax. In my communications with *******, ******, and others, I sought to follow the necessary procedures, but my efforts were left unanswered. I have the text messages as evidence.
  
  
  **2. Smoking on the Balcony:**
  Regarding the smoking issue, I contacted ******* on April 25, 2023, to inquire about smoking on the balcony. She specifically stated, "just not in the house." The lease was signed with this understanding. I even clarified this with *** on September 26, 2023. However, I was surprised by the sudden assertion that my smoking violated the lease. This inconsistency has created confusion and distress.
  
  
  **3. Neighbor Complaints and Recording:**
  You mentioned an HOA complaint, but it's important to emphasize that my neighbor's complaint is primarily related to smoking. My neighbor's actions, including attempting to secretly record me, have created an uncomfortable and unsafe living environment for me. This issue was not raised out of unfounded allegations but actual experiences that I have documented.
  
  
  **4. Allegations of Racism:**
  I would like to clarify that I did not claim Rentmax was racist. I mentioned facing distressing behavior and allegations of racism from neighbors. I expected a level of professionalism and cooperation from Rentmax to address these challenges, which I felt were affecting my peaceful enjoyment of the property.
  
  
  **5. Pets and Lease Agreement:**
  I understand the lease agreement's terms about unauthorized pets. However, my attempts to include my dogs on the lease were met with silence, which created further confusion about the pets' status.
  
  
  **6. Eviction Threat:**
  I am disheartened by the mention of eviction and forfeiting my deposit. My primary goal is to reach a resolution that allows for a peaceful lease termination, in accordance with the terms of my lease agreement, without negative impacts on my credit or well-being.
  
  
  I kindly request a clear and prompt resolution to these matters. I have attached the text messages exchanged with Rentmax employees as evidence of my attempts to address these concerns. It is my hope that these issues can be resolved to the satisfaction of both parties.
  
  
  Thank you for your attention to my concerns.

   

  i have more text but im only allowed to attach 5 so im missing 10 more that i would like to load 

  Customer Answer

  Date: 10/12/2023

  **Response to Rentmax Property Management's Reply**
  
  
  I appreciate your response, but I would like to clarify some points and reiterate the issues I've faced during my tenancy with Rentmax Property Management.
  
  
  **1. Pets and Lease Addendum:**
  I understand the terms of my lease agreement. However, I would like to point out that on multiple occasions, I have attempted to add my dogs to the lease and was met with a lack of response and guidance from Rentmax. In my communications with *******, ******, and others, I sought to follow the necessary procedures, but my efforts were left unanswered. I have the text messages as evidence.
  
  
  **2. Smoking on the Balcony:**
  Regarding the smoking issue, I contacted ******* on April 25, 2023, to inquire about smoking on the balcony. She specifically stated, "just not in the house." The lease was signed with this understanding. I even clarified this with *** on September 26, 2023. However, I was surprised by the sudden assertion that my smoking violated the lease. This inconsistency has created confusion and distress.
  
  
  **3. Neighbor Complaints and Recording:**
  You mentioned an HOA complaint, but it's important to emphasize that my neighbor's complaint is primarily related to smoking. My neighbor's actions, including attempting to secretly record me, have created an uncomfortable and unsafe living environment for me. This issue was not raised out of unfounded allegations but actual experiences that I have documented.
  
  
  **4. Allegations of Racism:**
  I would like to clarify that I did not claim Rentmax was racist. I mentioned facing distressing behavior and allegations of racism from neighbors. I expected a level of professionalism and cooperation from Rentmax to address these challenges, which I felt were affecting my peaceful enjoyment of the property.
  
  
  **5. Pets and Lease Agreement:**
  I understand the lease agreement's terms about unauthorized pets. However, my attempts to include my dogs on the lease were met with silence, which created further confusion about the pets' status.
  
  
  **6. Eviction Threat:**
  I am disheartened by the mention of eviction and forfeiting my deposit. My primary goal is to reach a resolution that allows for a peaceful lease termination, in accordance with the terms of my lease agreement, without negative impacts on my credit or well-being.
  
  
  I kindly request a clear and prompt resolution to these matters. I have attached the text messages exchanged with Rentmax employees as evidence of my attempts to address these concerns. It is my hope that these issues can be resolved to the satisfaction of both parties.
  
  
  Thank you for your attention to my concerns.

   

  i have more text but im only allowed to attach 5 so im missing 10 more that i would like to load 

  Customer Answer

  Date: 10/12/2023

  **Response to Rentmax Property Management's Reply**
  
  
  I appreciate your response, but I would like to clarify some points and reiterate the issues I've faced during my tenancy with Rentmax Property Management.
  
  
  **1. Pets and Lease Addendum:**
  I understand the terms of my lease agreement. However, I would like to point out that on multiple occasions, I have attempted to add my dogs to the lease and was met with a lack of response and guidance from Rentmax. In my communications with *******, ******, and others, I sought to follow the necessary procedures, but my efforts were left unanswered. I have the text messages as evidence.
  
  
  **2. Smoking on the Balcony:**
  Regarding the smoking issue, I contacted ******* on April 25, 2023, to inquire about smoking on the balcony. She specifically stated, "just not in the house." The lease was signed with this understanding. I even clarified this with *** on September 26, 2023. However, I was surprised by the sudden assertion that my smoking violated the lease. This inconsistency has created confusion and distress.
  
  
  **3. Neighbor Complaints and Recording:**
  You mentioned an HOA complaint, but it's important to emphasize that my neighbor's complaint is primarily related to smoking. My neighbor's actions, including attempting to secretly record me, have created an uncomfortable and unsafe living environment for me. This issue was not raised out of unfounded allegations but actual experiences that I have documented.
  
  
  **4. Allegations of Racism:**
  I would like to clarify that I did not claim Rentmax was racist. I mentioned facing distressing behavior and allegations of racism from neighbors. I expected a level of professionalism and cooperation from Rentmax to address these challenges, which I felt were affecting my peaceful enjoyment of the property.
  
  
  **5. Pets and Lease Agreement:**
  I understand the lease agreement's terms about unauthorized pets. However, my attempts to include my dogs on the lease were met with silence, which created further confusion about the pets' status.
  
  
  **6. Eviction Threat:**
  I am disheartened by the mention of eviction and forfeiting my deposit. My primary goal is to reach a resolution that allows for a peaceful lease termination, in accordance with the terms of my lease agreement, without negative impacts on my credit or well-being.
  
  
  I kindly request a clear and prompt resolution to these matters. I have attached the text messages exchanged with Rentmax employees as evidence of my attempts to address these concerns. It is my hope that these issues can be resolved to the satisfaction of both parties.
  
  
  Thank you for your attention to my concerns.

   

  i have more text but im only allowed to attach 5 so im missing 10 more that i would like to load 

  Customer Answer

  Date: 10/12/2023

  
  **Response to Rentmax Property Management's ********************************** would like to address the specific point about ***'s involvement and his expertise in responding to various issues. While I appreciate Rentmax Property Management's dedication to managing properties effectively, I have noticed some inconsistencies and perceived overconfidence in responses that need to be clarified.
  
  **1. Expertise on Smoking:**
  In my interaction with *** regarding the smoking complaint, it appeared that he had an immediate answer for everything, including the effects of smoking going into other units. I want to clarify that I have always been mindful of my smoking habits, particularly in terms of following the rules and not causing disturbances to neighbors. The initial agreement to smoke on the balcony was based on my understanding that it was in compliance with the lease. The sudden assertion that my actions were violating the lease was unexpected and created confusion.
  
  **2. Expertise on Pets and Lease Matters:**
  Similarly, I reached out to multiple Rentmax employees to address concerns about adding my dogs to the lease, as well as other family members. I encountered a lack of response or clear guidance, which added to my distress. While I understand the lease terms regarding unauthorized pets, I believe it's reasonable for tenants to expect timely and clear communication on such matters.
  
  **3. Neighbor Behavior and Recording:**
  Regarding my neighbor's behavior, I am troubled by the fact that *** was not present to witness these incidents. It is essential to clarify that I have documented instances where I felt belittled, discriminated against, and subjected to racist actions by neighbors. This includes an incident where my neighbor attempted to secretly record me from her balcony while I was on mine, which is not a public area.
  
  **Conclusion:**
  I would like to reiterate that my primary goal is to find a resolution that allows for a peaceful lease termination, consistent with the terms of my lease agreement, without any negative consequences on my credit or personal well-being.
  
  I appreciate Rentmax Property Management's response and hope that we can work together to address these concerns and reach a satisfactory resolution.
  
  Thank you for your attention to my concerns.
  
  

  Customer Answer

  Date: 10/12/2023

  My response to ***

  Customer Answer

  Date: 10/12/2023

  In a message dated 10/02/2023, I received communication from *******************************, an employee of Rentmax Property Management. In her message, she stated, 'Hello, Unfortunately, the owner has decided not to allow the pets in the property. Please remove any pets from the property.'
  
  This message has left me deeply concerned as it contradicts the initial terms of my lease agreement and previous communications with Rentmax employees regarding adding my dogs to the lease. The lease agreement did not explicitly prohibit pets, and my inquiries about including them in the lease were met with a lack of response or clear guidance, which has created confusion and distress.
  
  I believe that this sudden decision to disallow pets, as indicated by *****, constitutes a breach of the terms of my lease and raises serious questions about the consistency and professionalism of Rentmax Property Management. I kindly request that this matter is addressed in the resolution process.
  
  Thank you for your attention to my concerns.

   

   

  I received a message from an online community of individuals discussing the removal of my pets and my endeavors to have them added.

  I understand your frustration with the situation. If the lease agreement does not explicitly prohibit pets, and if you were inquiring about adding them to the lease, then the message you received from ***** stating that the owner has decided not to allow pets can indeed be seen as a breach of the terms of your lease. It's essential to document such communication for any potential dispute resolution in the future. If you have any questions or concerns about the terms of your lease, it's advisable to consult with a legal professional who can provide guidance specific to your situation.

   

   

  
  

  

  Business Response

  Date: 10/13/2023

  The tenant failed to properly include his pets information on his rental application. He marked NO PETS when he applied. He later asked to add pets and was told he needed to pay $300/animal non refundable pet fee. To date he has never paid any pet fees but has pets at the property. His option are to remove the animals to comply with the lease OR we did get permission from the owner for him to have pets but he need to pay $300/animal.

  He also never filled out a rental application for each additional adult he wants to add to his lease. He only filled one out for himself. Everyone 18yrs old and older has to fill out a separate rental application so the property manager can do a background check. 
  

  We have seen an elderly couple living at the property and it sounds like his wife as well. Thats 3 more applications that need to be submitted by the tenant and we cannot do that for him but we can send him the link if he needs assistance. Once approved there is a $200 lease addendum fee to add or change things on the lease which he will need to pay.

  Lastly, is the situation with smoking marijuana on the balcony. Cigarettes and marijuana are not the same thing as it is illegal to smoke marijuana in public. He is not allowed to smoke inside the home. So he is in a pickle if the *** enforces no marijuana on the balcony and we enforce no smoking inside the unit. He will need to comply with the lease and *** if the *** finds him in violation of there CC&Rs.

  To date we have not received an *** violation for smoking marijuana on the balcony but the neighbor said she was trying to get the *** to do something about it because the pungent smell of the marijuana is affecting her and the other property owner right to quiet enjoyment as the smell is going inside there homes.

  We are not letting the tenant out of his lease. We can modify the lease by adding the pets and adding the other occupants once he has paid the applicable fees.

  We will have to wait and see what the *** does or doesnt do. I could see both ways and have never encountered this situation before.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20727515
  
  I am rejecting this response because:

  Throughout my tenancy, I've encountered a troubling pattern of dishonesty from Rentmax Property Management. I've made multiple, documented attempts to add my family and pets to the lease, but these efforts have consistently been met with deception and unresponsiveness. In addition, there is no older couple living with me in the property as they have claimed.
  
  This company appears to be willing to go to great lengths to invent and enforce fabricated rules, leaving me with no choice but to challenge their behavior and stand up for my rights. I refuse to accept these actions without resistance.
  
  I have an appointment scheduled for 2 PM to discuss my options, but I am determined that this issue will not go unnoticed or unresolved. The trust I once placed in Rentmax Property Management has been shattered, and their actions amount to a clear violation of the lease agreement.
  
  I am prepared to take further action to protect my rights and seek justice in this matter. I kindly request advice on what other agencies or authorities I can report this business to, as their actions should not go unchecked. It's essential that I address these concerns, as truth and fairness should always prevail. Liar, liar, liar - the facts and evidence will speak for themselves.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/14/2023

  Looks like there has been miscommunications but nobody has ever lied to the tenant. We acknowledge his text message to add pets and add his wife but he has to do that online or by making an appointment with the property manager.
  

  To date he has not added his pets or his wife but we are happy to assist.

  The neighbor who called to complain about him smoking marijuana on his balcony all day is who told us about the unauthorized pets and they said there was an older couple living there too. We have no idea if she was telling the truth or not.
  

  Our messages to the tenant were very friendly. We are just trying to get to the bottom of it. Nobody is out to get the tenant. Not sure where the paranoia is coming from. We love all our tenants. 
  

  Sounds like he finally made an appointment with the property manager but we do not appreciate being accused of discrimination.
  

  When he applied online the rental application told him in big bold letters that anyone over 18yrs old has to submit a separate rental application. 

  The application asked if he had any pets too and he marked NO. Its much harder after the fact to add animals and other occupants when a tenant fails to tell the property manager up front. 
  

  Had he done that, the lease would have auto populated the pets AND the additional applicants onto the lease for him and everyone would be happy.

  Customer Answer

  Date: 10/15/2023

  Subject: Response to ***'s Statement to the BBB
  
  
  Dear BBB Representative,
  
  
  I would like to respond to ***'s statement regarding my complaint to the Better Business Bureau (BBB). I appreciate the opportunity to clarify some points and provide additional information.
  
  
  **1. Miscommunications and Attempts:**
  *** states that there have been miscommunications but denies that anyone has lied to me. While I acknowledge that there may have been misunderstandings, I must emphasize that I have made multiple documented attempts to add my pets and family to the lease. I reached out to Rentmax Property Management through text messages, and my attempts were met with delays, dismissals, and a lack of clear guidance. To date, my efforts have not been successful.
  
  
  **2. Smoking Complaint and ********'s Role:**
  *** references the smoking complaint made by a neighbor and their mention of unauthorized pets and additional occupants. It is crucial to note that I have taken steps to comply with any rules or regulations regarding smoking. However, I feel that this complaint was used as an opportunity to intermingle issues and escalate the situation unnecessarily.
  
  
  **3. Accusations of Discrimination:**
  *** mentions that he does not appreciate being accused of discrimination. My concerns about potential discrimination arise from the experiences I have had, both with neighbors and certain Rentmax Property Management staff members. These concerns are rooted in events and interactions, which I have sought to address.
  
  
  **4. Lease Application and Pet Information:**
  *** highlights the rental application, which asks about pets and notes that anyone over 18 years old must submit a separate rental application. While this is acknowledged, I must stress that I have attempted to rectify any omission by seeking to add my pets. My goal is to comply with any regulations and terms of the lease.
  
  
  **5. Request for Lease Termination:**
  I want to reiterate my request for the lease to be terminated. The situation I find myself in, coupled with the response I have received from Rentmax Property Management, has created a distressing living environment. I have been met with challenges, misunderstandings, and a lack of responsiveness.
  
  
  **6. Desire for Fair Treatment:**
  Ultimately, my desire is to be treated fairly and to resolve the concerns I have raised regarding my lease, my rights as a tenant, and the living environment in the community.
  
  
  I am fully committed to exploring every available option to address these issues and ensure that my rights as a tenant are upheld. This includes pursuing legal avenues if necessary. I have already submitted a formal complaint to the ***************, ********** of ******** and ********* ********************* in addition to my BBB complaint.
  
  
  I thank you for your attention to this matter and look forward to any further steps or recommendations you can provide to help me resolve these issues.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20727515
  
  I am rejecting this response because:

  Subject: Response to Tod's ********* to the BBB
  
  
  Dear BBB Representative,
  
  
  I would like to respond to ***'s statement regarding my complaint to the Better Business Bureau (BBB). I appreciate the opportunity to clarify some points and provide additional information.
  
  
  **1. Miscommunications and Attempts:**
  *** states that there have been miscommunications but denies that anyone has lied to me. While I acknowledge that there may have been misunderstandings, I must emphasize that I have made multiple documented attempts to add my pets and family to the lease. I reached out to Rentmax Property Management through text messages, and my attempts were met with delays, dismissals, and a lack of clear guidance. To date, my efforts have not been successful.
  
  
  **2. Smoking Complaint and Neighbor's Role:**
  *** references the smoking complaint made by a neighbor and their mention of unauthorized pets and additional occupants. It is crucial to note that I have taken steps to comply with any rules or regulations regarding smoking. However, I feel that this complaint was used as an opportunity to intermingle issues and escalate the situation unnecessarily.
  
  
  **3. Accusations of Discrimination:**
  *** mentions that he does not appreciate being accused of discrimination. My concerns about potential discrimination arise from the experiences I have had, both with neighbors and certain Rentmax Property Management staff members. These concerns are rooted in events and interactions, which I have sought to address.
  
  
  **4. Lease Application and Pet Information:**
  *** highlights the rental application, which asks about pets and notes that anyone over 18 years old must submit a separate rental application. While this is acknowledged, I must stress that I have attempted to rectify any omission by seeking to add my pets. My goal is to comply with any regulations and terms of the lease.
  
  
  **5. Request for Lease Termination:**
  I want to reiterate my request for the lease to be terminated. The situation I find myself in, coupled with the response I have received from Rentmax Property Management, has created a distressing living environment. I have been met with challenges, misunderstandings, and a lack of responsiveness.
  
  
  **6. Desire for Fair Treatment:**
  Ultimately, my desire is to be treated fairly and to resolve the concerns I have raised regarding my lease, my rights as a tenant, and the living environment in the community.
  
  
  I am fully committed to exploring every available option to address these issues and ensure that my rights as a tenant are upheld. This includes pursuing legal avenues if necessary. I have already submitted a formal complaint to the ***************, ********** of ******** and ******************************* in addition to my BBB complaint.
  
  
  I thank you for your attention to this matter and look forward to any further steps or recommendations you can provide to help me resolve these issues.

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/16/2023

  Miscommunication and lying are not the same thing. We manage 500 properties and would never lie to a tenant.

  These miscommunications could have been avoided had the tenant followed the application process like everyone else. 
  

  Since they were not followed, it has led to delays and miscommunication. We currently have two employees out on maternity leave at the same time and are temporarily short staffed. We have apologized several times now but it is unproductive to keep going in circles. 
  

  The tenant signed a 12 month lease. His options are to have the property manager add his pets and wife to the lease or risk having a lease violation posted on his door.

  I cannot do that for the tenant. When he meets with the ** she will take care of him like we wanted to at the very beginning when he was filling out his application.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May 2023 approximately on the 8th of the month- I submitted a ******************* Request online to Rentmax for an issue with the Masterbath Toliet being clogged. I attempted to correct the issue myself by using a plunger, however I was unsuccessful. Once the service request was submitted- Rentmax scheduled service with 5 Star Plumbing. 5 Star Plumbing came to the home and used a snake to try and clear the line from the toilet and it worked. The company did also advise the problem is from the kitchen sink to the main line.Approximately, 3 weeks later the toilet clogged again and has on repeat basis. During the same the month-water backed up in the kitchen from under the sink- I reached out to the Management Company again to advise and request service for the issue. 5 Star ******** returned and told me the same thing was causing the issue as when they came out the first time. They in turn told Rentmax what this issue was and Rentmax contacted the owner of the home. Rentmax told me the estimate was too high and he wanted to look for a cheaper vendor. Flipmaster was the next vendor to come to the home in July 2023 - to give an estimate. After this service company responded I did not receive any update. Improvement LLC another **************** came in July also 2023 - to give an estimate. Rentmax did not advise of the outcome of this company either. I had to contact Rentmax myself to obtain an update/see what was going to happen next as the home is still in need of the repairs. Once speaking to them they advised they were still looking for a cheaper company. To date the home is still not complete - the kitchen sink is still leaking, and a backup in the sink, it has a terrible smell and the toilet is still broken - can't flush it.

  

  Business Response

  Date: 08/28/2023

  ******,
  Thank you for the feedback! It looks like we have sent 3 vendors to help with the work order so rest assured we are not ignoring the situation. Unfortunately we have to get the owners approval for anything above $300. I wonder if you have a tree root in the line or some other thing that is causing the issue to keep coming back. I will have ******* in our maintenance department try and get this figured out asap as we agree that you need this fixed! Thank you in advance for your cooperation!

  Thanks,

  *****************
  Principal/Broker

  Customer Answer

  Date: 08/28/2023

  This his not satisfying at all, Rentmax have known about this problem since May the 9th 2023.I *********************** have the documents to prove it.At one time I was told that the owner was looking for a cheaper vendor.There have been 4 vendors out here to give an estimate for what it would take to fix the problem not 3.Thank you.    ***********************, 8-28-2023

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20457079
  
  I am rejecting this response because:
  

  This his not satisfying at all, Rentmax have known about this problem since May the 9th 2023.I *********************** have the documents to prove it.At one time I was told that the owner was looking for a cheaper vendor.There have been 4 vendors out here to give an estimate for what it would take to fix the problem not 3.Thank you.    ***********************, 8-28-2023

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/27/2023

  Thank you for your patience! This issue has not been corrected with 2 brand-new toilets, a new garbage disposal. We sincerely apologize for the delays as our maintenance department was doing everything in their power to be responsive and follow up with the vendors and owner. The homeowner requested cheaper estimates and second opinions to save money but this did add to the delay. We know that is frustrating as a tenant and we appreciated your good attitude as we got that fixed.  

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rentmax has mismanaged my property for 2 years. They have made multiple errors and delays in disbursing owner's rent, they have charged owner for (HVAC) services without authorization, completed and charged owner for property inspections without authorziation, and failed to upload completed property inspections to the Owner's portal until requested by owner. (months after the alleged inspection completed) Finally, Rentmax has been unavailable to their Owner's on multiple occassions (at times up to 2 weeks or more) and have taken more than 48+ hours to respond to simple communications, requests, & questions made by owner. At this very moment, they are violating their own property management agreement and refusing to release my July 2023 rent which should have been released on or about 7/10/23. I am requesting my July rent in the amount of $1568 released to me as soon as possible. In addition, Rentmax is currently being investigated by the ***************** of business and industry - ********************* I'm attaching all pertinent documentation filed with them as it will also pertain to my BBB complaint.

  

  Business Response

  Date: 08/28/2023

  Rentmax has done a good job managing this home. Any delays or errors are due to employee turnover during the ******19 pandemic that affected every industry and we were no exception. We lost our operations manager, our accountant and our senior property manager along with 11 other employees. This was extremely difficult hit for a small business and many of the people we hired were just trying to get unemployment benefits. We have only charged owner for repairs that he approved unless is it was an emergency repair. **** repairs are an emergency habitability concerns for obvious reasons. We try to inspect all our property 3 or 4 times per year to prevent lease violations like smoking inside the property or unauthorized pets. We also check the **** filters to make sure they are clean as even good tenants forget to change filters which is the most expensive thing that can break at a property. After the owner asked us to only inspect twice per year we started doing that for 2023. To reduce phone calls we publish inspections to owners portals upon request as it can be very emotional for owners to see a tenant living inside their home. Rentmax did send their staff to a software training conference for one week last year. Staff followed up with clients in between classes and before and after meetings each day. Many had auto replies setup on their emails which had a contact number for faster responses. We apologize for any inconvenience this may have caused you but the conference was necessary to improve and train our new hires since COVID. The broker is very much available anytime clients need to call or text him directly *************). We did not violate the management agreement as it states in the last paragraph next to your signature that all funds due owner will be released within 30 days of the final date of management. It's normal for the last months rent to be held upon receiving a termination notice so the manager has funds available to pay any outstanding owner bills. This was explained to you and you were also shown in the contract where you agreed to this when you signed up. We are sorry if this caused any financial problems for you if you were relying on the rent check to pay your mortgage. This is why it was explained and agreed upon upfront as a necessary step in the termination process to make sure funds are available to pay any final owner bills before close out. All funds were released within 30 days as promised on 7/30/23.  
  

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a scam business in Las Vegas!!!!! The property management company tell people that they screen the tenants and they don't. According to my police report for vandalization, this company accepted a fake ID, fake social security, fake paychecks from the tenant and they handled the key to a sripper other than my tenant on my behalf. The tenant caused damages to the house and vandalized it. RentMax property management company does not want to return the tenant's deposit back to me and would like to steal the money. They also want to charge a termination fee after all of the damages they caused. I am reporting them as a scam company working with gangs in Las Vegas.

  

  Business Response

  Date: 05/02/2023

  This review is not true. The tenant had 784 credit score and provided 3x the rent proof of income and rental history. Even though she looked good on paper we adamantly advised the owner NOT to rent to this person.
  

  The reason we were against renting to this person is because the owner listed the property $1000 BELOW MARKET RENT. We sent the owner the *** comps showing $4400/mon but she was is such a big hurry she didn't care. The property rented extremely fast and the owner approved the applicant and went against ALL our advice.
  

  The owner said she fired some other management company when she signed up with **. From day one she was super stressed about money, saying she didn't have any money to pay her mortgage. She said she was afraid to charge too much rent in case it took too long to find a tenant or if we went into a recession. We told her it didn't make any sense to give her property away so cheap as we were getting leads at the higher price and we were NOT in a recession.

  
  She wouldn't turn off her Zillow ad which showed $3400/mon so we could activate ours. We had it at $4400/mon on 100 other website and the *** and were setting up showings but she was doing her own marketing at a much lower price and promising the property to multiple people at the same time before they even applied through our website.
  

  We explained to her that NOT charging enough rent actually attracts bad tenants as the price helps weed people out. The applicants she approved paid rent for 7 months into the lease, but eventually skipped out and vacated premises when we told them we were posting a 7 day pay or quit notice.
  

  Upon inspection, the property needed carpet cleaning and house cleaning when the tenant moved out. I also found an unreported leak under the kitchen sink during the move-out inspection which was causing mold to grow.

  The owner would not allow our company to do inspections during the lease because she didn't want to pay for it and said she had her own guy cheaper.
  

  I told the owner she needed to have a remediation company fix the mold before we could rent the property out again. She wouldn't let me call a contractor and said she wanted her handyman to fix it to save money and she had decided to sell.
  

  She asked me not to put the leak and mold on my move-out inspection report which I told her was unethical. She asked me not to tell her selling agent. She wouldnt let me clean the house or carpets because she said her sales promised to do it for free if she got the sales listing.
  

  I told her regardless, ****** law requires her to disclose to her agent and the buyer on the **** form if she knows of any water damage/remediation to the property. She literally said she didn't care. I have all the saved emails and text messages. We actually released the tenants security deposit to the owner minus the owners bills and termination fee.

  

  Business Response

  Date: 06/10/2023

  This complaint is not true. The owner selected the tenant and told them they were approved before they even applied. We recommended not renting to this person and raising the rents $1000 more per month because the rental comps for the guard gated community suggested it. The owner would not listen to us and then blamed us when things went bad. Luckily we were able to evict the tenant without having to complete a formal eviction. The tenant Kraft the house dirty and I found mold under the kitchen sink from an unreported leak. I recommended calling a mold remediation company to fix it properly before the renting or selling the house and the owner refused. Told me not to even mention the mold on my move out condition report because she was going to have her handyman fix it. I told her that was unethical and against NV law to do that as the **** requires her to disclose water damage and she started screaming at me and hung up.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** since 2021 they manage a rental property, and I have been trying to cancel my contract with them since February 24th. They told me I had to pay $1,200 to cancel, and after I told them I would take the dispute to small claims court, they completely stopped responding to me. Since they collect the rent, we legally cannot interfere with this collection. I just want to close out our contract before the auto-renewal which has already passed, and not have a full year's worth of management fees just to end a contract on its expiration date.

  

  Business Response

  Date: 04/11/2023

  Hi ******,
  Yes, you are under contract. We are following the agreed terms of the management agreement. I'm not following why you are upset about that. You agreed to pay a termination fee when you signed up. The management agreement automatically renews anytime an owner does not terminate in writing 30 days before the anniversary date. All mgmt companies do this as it's even contained in the Las Vegas ******************* management agreement. Your mgmt agreement renews every year on March 8th. That means you need to terminate services on or BEFORE Feb 8th to avoid paying the mgmt termination fee. What is the reason you would like to terminate service early? Are you thinking about selling? If so, let me know and we could sell it for you AND would waive the termination fee. That is the only exception to paying the mgmt termination fee. Let me know if I can help! ************

  Kind Regards,
  *****************

  Principal/Broker, PRM
  Rentmax Property Management

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the worst property management company I have ever worked with. ******** installed a shower door that collapsed in on my wife she is still getting glass pulled out of her skin 2 to 3 months later. They won't even respond! Thank you rent *** for inspiring us to buy a house. You are the worst company we have ever had the unfortunate experience of dealing with. ***, the main guy, is a fraud. Look up his record!! Scam scam scam beware! Also, landlords do not leave your property to these scam artists! We are so sorry for ever working woth these horrible people and if this helps even one person steer clear then it is worth it!That was our yelp review. Before we moved into the house Rent *** installed a shower door. It was not installed properly and it collapsed in on my wife while she was taking a shower. She is still having glass splinters pulled out of her arms and feet 2 months later. Rentmax will not even respond as they say it is our responsibility to fix the shower that they faultily installed.

  

  Business Response

  Date: 02/24/2023

  This complaint is completely false. The tenant broke her glass shower door and is refusing to pay to fix it. She has not cooperated and refused to fix it multiple times now. Finally we told the owner to just fix the door and evict her if she wont cooperate. Her refusal to pay for the glass is a direct lease violation because it clearly states in the tenants lease that tenants are responsible to pay for all broken glass while living in the property regardless of the reason it breaks. She is an attorney so she cannot say she didnt understand the contract. Its actually really sad because she wants to be the exception to the contract she signed and use her law degree to try and bully, manipulate and threaten the home owner with lawsuits. The lease says the owner and manager are NOT liable for any injury or death at the property. The home was given to them in good working order and condition. They have lived and used the shower door almost ******************************************** and have never reported any issues with it until they shattered the glass. Our time stamped system shows no work orders were ever created by the tenant when they moved in or since ever warning is or the owner of any issues with the shower door. ***** doesnt just explode for no reason. They either shut the door too hard, too many times or leaned and pressed against the glass and it feel out of the track. Regardless of the reason, they are responsible to fix it per the lease. They are currently being evicted.

  

  Business Response

  Date: 03/01/2023

  Date Sent: 2/24/2023 12:11:11 PM
  This complaint is completely false. The tenant broke her glass shower door and is refusing to pay to fix it. She has not cooperated and refused to fix it multiple times now. Finally we told the owner to just fix the door and evict her if she wont cooperate. Her refusal to pay for the glass is a direct lease violation because it clearly states in the tenants lease that tenants are responsible to pay for all broken glass while living in the property regardless of the reason it breaks. She is an attorney so she cannot say she didnt understand the contract. Its actually really sad because she wants to be the exception to the contract she signed and use her law degree to try and bully, manipulate and threaten the home owner with lawsuits. The lease says the owner and manager are NOT liable for any injury or death at the property. The home was given to them in good working order and condition. They have lived and used the shower door almost **** times in our estimation since moving in and have never reported any issues with it until they shattered the glass. Our time stamped system shows no work orders were ever created by the tenant when they moved in or since ever warning is or the owner of any issues with the shower door. ***** doesnt just explode for no reason. They either shut the door too hard, too many times or leaned and pressed against the glass and it feel out of the track. Regardless of the reason, they are responsible to fix it per the lease. They are currently being evicted.