ComplaintsforRPM Midwest- Real Property Management

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began living at one of RPMs properties on August 11th, 2022. I moved in with my two toddler sons and our small dog. When I originally went to see the condo it seemed out of date, which was fine, but it was dirty so I asked if it were going to be cleaned before move in and the realtor confirmed that it would. So I agreed to sign the lease and move in. When we moved in the condo looked WORSE then when I initially went to see it. Now I’m in this lease and as you can see from the photos I attached it was FILTHY, cabinets were off the hinges, doors off the hinges, toilet handle broken, windows broken didn’t lock, there were NO WORKING SMOKE DETECTORS, wasn’t pained, paint was chipped, the OVEN TOOK DAYS TO CLEAN and when I sent maintenance the photos they actually said that looked clean. Within days I started noticing COCKROACHES and it turned out that the filthy condo they had us move into was INFESTED. Initially RPM wanted me to cover the costs (which is insane!) but after months of haggling RPM the owner decided to pay for treatment since Pest Control determined I was not the cause. The issues continued and eventually, instead of offering to fix the issues RPM told me I could break the lease without forfeiting my refund. I finally moved out early which was very inconvenient for us, but I had everything out a week before we were to officially be out I then signed move out paperwork for a “rushed” refund and it never came. Now here I am a MONTH later still waiting. They said it was in the mail and made me feel like I was wrong for asking because they “can’t control postage” but they had my address wrong even though it was given to them!! Now I’m still waiting for a reissued check they said they sent and a week and a half later it’s still not here!!! This is by far the WORST company I have ever dealt with. They show no accountability for their lack of customer support and care. After reading all of the other reviews I see that RPM has been this way for a long time.

  Business response

  07/31/2023

  BBB,
  
  The complainants desired resolution was for a refund. Originally the refund was mailed 7/10 but there was a typo in the zip code. As soon as that was discovered, RPM paid the cost of stopping payment on the check and reissued it. The replacement refund was processed on 7/17, the tenant just hadn't received it in the mail yet which was the motivator for the complaint, despite our company providing copies of the postmarked envelope proving it was mailed. The refund was cashed by the complainant on 7/26, the day after this complaint was submitted, so this complaint should be marked as resolved now. I have attached a copy of the cashed check showing the refund was received.
  
  Additionally, I would like to add details to this ticket for record keeping purposes and essentially tell our side of the story . We do not own this property but rather manage the property for the owner. Our role as a management company is to be the middle man between the owner and the tenant. Oftentimes, because of this role, we will get a bad reputation because of properties that are in disrepair but that the owner is unwilling to fix as we are at the owners disposal as far as maintenance decisions go and must have their approval and funding to complete all repairs. That was not the case in this situation though. While a few of the turnover items were not able to be completed prior to move-in due to contractor issues, the unit was in overall good shape and for those outstanding items, every effort was made to correct them as quickly as possible. We managed the unit for the prior tenant and they had very few concerns during their 3 years in the home.  This tenant obviously had high expectations for a rental home. That said, this particular owner was incredibly amenable to all of the tenants' concerns, in fact, the tenant submitted 28 work orders during her less than 11 months in the property for which the owner spent $3975.68, all in an attempt to keep the tenant happy. These repairs even included monthly pest control and a dishwasher repair which aren't even required or owner responsible items per the lease. Ultimately the owner could not afford to continue in this manner, especially since it appeared the tenant would never be satisfied, so he offered to let her out of the lease early with no penalty. We are sorry it worked out the way that it did, despite our efforts, and truly wish the tenant happiness in her new home.
  

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The refund check did finally arrive on 7/26 and was cashed. I moved all of our belongings out on 6/23/2023 and signed RPMs “move out”contract saying they would mail my refund check out within 4 business days. The check never arrived so after weeks of hassling the office my check finally arrived on 7/26..over a month later. 
  
  My issue with RPM is that no one reached out to me to tell me what was happening with my refund. It wasn’t until almost 2 weeks later that I received answers after reaching out and hearing “we cannot control postage” several times only then to find out it was their mistake.  

  The property itself was no where near move-in ready when we moved in last August. and that’s evident from that photos I originally shared. Now RPM is calling me high maintenance for wanting to live in a place that is clean and safe for me and my children, my toddlers. ****** the realtor told me the apartment would be clean and move in ready when we moved in. Again, no one said anything about being behind and we moved into an unfinished, not cleaned apartment. Paint was pealing, doors were off the hinges, kitchen cabinets were off the hinges, windows weren’t locking, smoke detectors weren’t working which is a HUGE hazard (didn’t get fixed until 4 months into lease), toilet was broken, filth, cockroaches etc literally a nightmare. Inevitably they allowed me to break the lease, but that doesn’t take away from what we went through. My kids are traumatized and so am I and RPM refuses to hold themselves accountable.. whatever. 
  
  They know it wasn’t ready and they know it was infested with cockroaches before I moved in and they did nothing about it and failed to disclose this with me before signing my lease. The “work” they said maintenance did on the dishwasher was to pull it out to treat for pests because that is where the COCKROACH NEST was located. Again, this company has no integrity. After we moved in a found all of the traps they had hidden all of the apartment. 
  
  I believe those numbers they say the owner paid are inflated. The only real maintenance they had done consistently was the pest control for approximately 8 months. On top of that I paid hundreds out of my own pocket on pest control, maintenance and cleaning. Do not rent from them. It was literally a nightmare from beginning to end working with this company. They could care less about their customers concerns or the conditions they give them to live in. The fact that I even had to make many maintenance requests should speak volumes! This was an awful experience, awful company and I hope this post helps someone considering working with them.

  
  Regards,
  
  ****** ******
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  While I had several issues/unprofessional occurrences with RPM, the focus of this complaint is that the company has wrongfully retained over one thousand dollars in over-paid rent and questionably took money out of the security deposit. Please see details below and the attached documents for full details and screenshots of e-mail correspondence: For the month of 9/2022, I was only in the unit 1/3 of the month (and should have only been charged 1/3 of the month's rent). I provided 30-days notice as per the requirements of my lease. After receiving no confirmation, I followed up a week later. They confirmed they did receive and process my 30-days, but were behind on e-mail and hadn't replied. However, because THEY didn't act until over a week later, when they processed my 30-days, they dated it as the day they took action, rather than the day I provided it. Because of this, they claimed I didn't give them a full 30-days and they charged me the entire month of rent. I disputed this in writing over 2 months ago, but the only communication back I've had are 2 e-mails saying they would get to my dispute "shortly", and then never actually getting back with me. In addition to them overcharging and wrongfully retaining my rent, they also charged several hundred dollars out of my security deposit to "remove items left in the apartment" and "clean interior appliances" despite the items "left" belonged to the owner and were there at move-in, and the cleaning was completed to their directions (including hiring professional carpet cleaners, pulling appliances away from the walls to clean, cleaning interior and exterior of the appliances, etc). After giving them plenty of time to settle this on their own, their blatant disrespect and empty promises have forced me to seek resolution through alternative means. I am seeking back $1,582.67. This includes $1,157.67 (19 days at $60.93/day) for overpaid September rent; and the $425 unjustifiably withheld from the security deposit.

  Business response

  12/29/2022

  Your lease specifically states that you must give FULL 30 CALENDAR day notice. Whether you gave notice on 8/7 or 8/15 doesn't make a difference, you were still responsible for rent the entire month of September either way. This is standard real estate practice as well especially when a lease goes month to month. If you had given notice by 8/1, at the latest, we may have been able to get permission from the owner to prorate September rent, but you did not give notice by then and thus were responsible for September rent. 

   

  The two charges that were held based on the move out inspection were $75 for removal of left behinds and $350 for General Cleaning. The items left behind were an assortment in the bathroom vanity that included hair ties and cosmetics and clothes that were left in the dryer. The General Cleaning was for cleaning throughout the home including wiping down walls, floors, bathroom, appliances etc.  We did reach out to the owner about removing these charges at your request from prior emails, but had not yet heard back from him, hence the delay getting a reply to you. Both the removal of items left behind and the general cleaning were services that the owner had completed, along with other items that were updates to the property, but these two items were the only items that were tenant responsible and thus charged to your account. He still has not approved waiving the charges so the charges stand as they are. 

  Business response

  12/29/2022

  Your lease specifically states that you must give FULL 30 CALENDAR day notice. Whether you gave notice on 8/7 or 8/15 doesn't make a difference, you were still responsible for rent the entire month of September either way. This is standard real estate practice as well especially when a lease goes month to month. If you had given notice by 8/1, at the latest, we may have been able to get permission from the owner to prorate September rent, but you did not give notice by then and thus were responsible for September rent. 

   

  The two charges that were held based on the move out inspection were $75 for removal of left behinds and $350 for General Cleaning. The items left behind were an assortment in the bathroom vanity that included hair ties and cosmetics and clothes that were left in the dryer. The General Cleaning was for cleaning throughout the home including wiping down walls, floors, bathroom, appliances etc.  We did reach out to the owner about removing these charges at your request from prior emails, but had not yet heard back from him, hence the delay getting a reply to you. Both the removal of items left behind and the general cleaning were services that the owner had completed, along with other items that were updates to the property, but these two items were the only items that were tenant responsible and thus charged to your account. He still has not approved waiving the charges so the charges stand as they are. 

  Business response

  01/04/2023

  Again I am sorry for any confusion with this but it is standard real estate law for notice to be required to be 30 calendar days. It is also specifically outlined in all of your leases including the most recent lease you signed, the lease where you went Month to Month. Additionally, that is what a month to month lease is. You were renting it on a month to month basis at that point. I have attached your most recent signed lease and highlighted that parts that specifically point to this. You gave notice during the month of August, which meant your lease was through the month of September. The lease you signed could not be more clear. 

  I am sorry that there isn't more I can do with this but I do appreciate that you understand we are acting on behalf of the owner and have to follow their directives as well. Hopefully the lease will clear up any confusion. 

  Business response

  01/04/2023

  Again I am sorry for any confusion with this but it is standard real estate law for notice to be required to be 30 calendar days. It is also specifically outlined in all of your leases including the most recent lease you signed, the lease where you went Month to Month. Additionally, that is what a month to month lease is. You were renting it on a month to month basis at that point. I have attached your most recent signed lease and highlighted that parts that specifically point to this. You gave notice during the month of August, which meant your lease was through the month of September. The lease you signed could not be more clear. 

  I am sorry that there isn't more I can do with this but I do appreciate that you understand we are acting on behalf of the owner and have to follow their directives as well. Hopefully the lease will clear up any confusion. 

  Customer response

  01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18643329, and while this resolution is not satisfactory to me, it is clear that they will not budge therefore I concede.  
  
  Regards,
  
  Nicole Thomas
  

  Customer response

  01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and while this resolution is not satisfactory to me, it is clear that they will not budge therefore I concede.  
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have rented thru Rpm for a little over 6 months now and I hate it. I moved into a unit that has accumulated mice, roaches, and almost anything else that could enter the home due to the doors not fitting on the frames when I moved in. After about 5 months the maintenance man finally did a job ok enough to resolve the issue but now I still have pest. I left out the other day to go to work and locked my doors and came home to my back door wide open. I called the police because I was afraid that a person had broken in and I had my 1 year old son with me. While waiting for the cops I watched a possum walk in thru my back door and I was not about to go bother it I waited for the police to come with their dog. The police told me that the door was locked so they aren't sure how it opened and they didn't find anything. Now I've come home with my blinds chewed and destroyed and possum feces everywhere and my belongings constantly not where I leave them. Now the property management company has called the wildlife removal service. The issue is that a possum shouldn't have been able to walk in and the door shouldn't have been able to open while being locked. I also shouldn't have pest. Pest control has told me that I am not the reason for the pest control that's why they continue to spray for the roaches for free. They told me they aren't sure if it's due to the basement or what but I was told it's not due to me. I am very unsatisfied. This unit has stressed me beyond completion. RPM hardly ever answers the phone it takes weeks to get issues resolved.

  Business response

  10/24/2022

  **********,

  I am so sorry about the trouble you have had with your rental at the house we manage on behalf of the owner. As a property manager we do have to get approval from the owner for repairs and sometimes the owner has not been quick to respond. That said, we have always addressed the issues you have reported as quickly as possible once the owner has approved them. 

  In this most recent case, we have sent techs out multiple times. We have video and picture evidence of them coming and not finding any evidence of the possum. We even scheduled a pest control company to come out between 430 and 5 in the morning to attempt to find the nocturnal animal during its awake hours. The tech scheduled that early morning arrival with you for last Friday morning. He arrived at 445am and stayed until 5 but no one was home. He said you texted him at 510 that you got caught by a train so you weren't able to be there. He did say he rescheduled with you for Saturday since you were unable to accommodate that appointment but the reschedule was not due to inaction on his part. 

  Maintenance informed me that the possum has now been caught. I am sorry for the delay in rectifying the issue but again it was not from a lack of action on our part. We were out multiple times to try to rectify the issue and found no evidence and when we tried to catch it in its natural awake hours, you missed the appointment. I am glad that the issue is now rectified and hope this will be the last of the pest issues at the home, but if something else should arise, we will respond as we have in all other situations, as quickly as possible. 

  Customer response

  10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ********** ****

  the wildlife removal man told me he left my unit at 4:50am when I arrived at am and also did not call to let me know he was on the way. I was out of my home for about 4days and had to yell at RPM to get help at all. I was also continuously told there was no damage and no animal in my unit after many signs of proof and telling you. The maintenance man continued denying there was anything going on and the blinds had been destroyed and all my belongings on my shelf in front of that window broken and all over the ground and I brought that to the maintenance man’s attention and he told me he saw that yet went back and told RPM THERE WAS NITHING THERE which postponed the problem being resolved and made me have to be out of my unit for longer. I also sent over pictures of the damage to rpm. So yes the resolution was stalled due to Rpm.

  Business response

  10/24/2022

  Again, I am sorry for the delay. While we did not find evidence of an animal in the home the first several times we came out, we did continue to come out at your request and the issue has now been rectified. 

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I APPLIED TO A PROPERTY NEARLY 3 WEEKS AGO NOW AND I STILL YET TO HEAR BACK FROM THE COMPANY. THIS PARTICULAR PROPERTY HAS BEEN SITTING EMPTY I KNOW WELL OVER 3 MONTHS NOW SO I DECIDED TO TAKE A CHANCE AND APPLY FOR THE PROPERTY AND I AM STILL WAITING ON A PHONE CALL EVEN THOUGH I HAVE LEFT PLENTY OF MESSAGES. I FEEL LIKE I HAVE BEEN RIPPED OFF AND WOULD LIKE A CALL ON THIS OR MY MONEY BACK.

  Business response

  09/08/2022

  Hi *** *****, 

  Our role as a property management company is essentially to be the middle man between you, the prospective tenant, and the owner of the property. This particular owner has asked that we send all applications to them to personally review, rather than allowing us to make the call on whether to accept/decline a prospective tenant, which does take a little longer than normal approvals.

  Your application was submitted 8/26. This coming Friday will be 2 weeks, so it has not been the nearly 3 weeks that you said, but rather nearly 2 weeks, which also included 2 weekends and a holiday so it has only been 8 business days. The owner did take a little longer than anticipated to get their response to your application to us and I am sorry for that delay, but it was outside our control.

  The only messages we received from you were an email on 9/2 and then a call yesterday, 9/7. We were still waiting on a response from the owner when you sent the first message, but you were sent a formal email from RPM yesterday as we finally received the response from the owner. Unfortunately the owner has declined your application for a couple of reasons, which I won't disclose here for privacy issues as the responses will likely be published on the BBB site. Essentially though, your screening was ran, the application fee used for the screening cost, and you were deemed unqualified for the rental. 

  I am sorry that we could not place you in the home, but we do wish you the very best in the future. 

• Initial Complaint

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 I rented a house, but due to the COVID-19 pandemic in the middle of May 2020 I had to slowly move out. Since we were unable to hire movers because of the pandemic, we left some cabinets behind in the backyard to pick up later. We also left behind some kitchen appliances but the management claims that they threw them away. After months of complaining, management returned some but not all of the appliances, showing that they never threw them out and instead kept them for themselves. They are now charging me for damages to the house that we didn’t do, such as broken landscaping, painting damages, and trash that was left outside the house (even though there wasn’t any, anything left behind was our property which we were going to pick up). When I rented the house they told me they will fix kitchen and fireplace They also charged me for two weeks of rent despite me not living there at that time. I attempted to get a loan recently for my sons college, but my credit score has been damaged as a result of this collection charge and I would like that fixed. The whole time we were living there they promised us that they would fix the fireplace, dishwasher and the broken counter top. They never fixed any of these except for the countertop which they fixed after one year and a half due to bad smell of mold Additionally when we moved in the house didn’t have any new paint at all, but they charged us for a new paint job on the house AFTER we moved out. Thank you

  Business response

  04/25/2022

  This consumers name, phone number, nor email address are anywhere in our system. Additionally, his address is in California. We only manage property in Kentucky and Ohio and while he could have moved to another state, I cannot find a record of him anywhere in our system and therefore have to conclude that he has reported this complaint under the wrong company. He didn’t even provide the rental property address which would help verify or dispute the validity of his complaint. 

• Initial Complaint

  01/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented the property located at **** ***** ***** ***** from August 30, 2019 until October 9, 2021. I received RPM's notice of the withholding of my security deposit via mail on November 19, 2021. I was shocked to read that not only was all my money withheld, but that I also owed them more money. I sent RPM a check for the alleged balance that I owed of $74.32 on November 30, 2021. I wasn't thrilled when I discovered that RPM took $150.00 of my security deposit in August 2019 for a "Non-Refundable Administrative fee", which I still have no idea what that really was for. I wasn't thrilled that RPM also took $21.90 a month for a "Ledger Maintenance fee" (which increased to $33.00 a month after paying a $150 lease renewal fee). I spent a lot of time and energy cleaning the rental property with the expectation that I would be getting at least most of my $945 security deposit back. I knew that second bedroom would ding me a bit, but was surprised that it was a $475 charge. Aside from the second bedroom, I believe that I left the property in a better state than it was when I moved in. I am requesting that at least $470 along with the extra $74.32 that I paid RPM or $544.32 be returned to me. If RPM cannot provide tangible evidence as to why I should pay $475 for the second bedroom, then I am requesting my whole $945 security deposit along with the extra $74.32 that I paid RPM or $1,019.32 to be returned. I had sent RPM an email with my dispute, proof, and refund request on November 22, 2021 with a requested reply by December 22, 2021. I was ignored and my correspondence went unanswered. I sent RPM another email on December 29, 2021 asking them to kindly respond to my request. I have continued to be ignored and my correspondence has gone unanswered for 9 weeks total now. It is my hope that this resolution attempt with the BBB will be fruitful. If not, I will proceed with another option after a month. Thanks for your time.

  Business response

  01/24/2022

  *** **********, 

   

  Both the $150 administrative fee and the monthly account ledger maintenance fee were outlined in the lease that you signed prior to taking occupancy of the home. They are fees that apply to all of our tenants. Your deposit per your lease, was $945 as well. All of that accounting is fully accurate and you agreed to it when you executed the lease and took possession of the home. I have attached a copy of the original lease verifying this. 

  We have full records of the condition of the home when you took occupancy and when you vacated. We have picture proof of the damages that were charged to you per the move out inspection. Here is the link to those pictures: *********************************************. We only charged you for the items deemed tenant responsible per tenant landlord law.  The owner insisted these charges be upheld as they were actual expenses the owner incurred to get the home rent ready again. You were not charged for the full amount of the paint, only painted needed above and beyond 1 coat which is the owners responsibility. The full painting cost well more than the amount you were charged as you were only charged the amount that was legally your responsibility.  I have attached a copy of your final ledger as well showing the items you were charged for, including broken toilet seats, a broken thermostat, missing towel racks and toilet paper holders, as well as overgrown lawn that per your lease was your responsibility.

  I am sorry that you do not agree with the charges but they were damages caused during your tenancy that are legally your responsibility and we have proof of the damages to back up the charges. 

   

  Customer response

  01/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included in my reattached document entitled "Withholding Of Security Deposit Dispute For **** ***** *****".  I have also reattached my move in checklist.  Also, I am aware that the administrative fee and the account ledger fees were included in the lease agreement that I signed.  I was just stating my opinion about how being overcharged for an unknown fee that is beneficial for the rental company is a bad business practice.  Regardless, I am not requesting the money back for the administrative fee and the account ledger fees.  In the same vein, I believe that the rental company is overcharging me for move out costs for items that were not broken, for items that were non-existent when I moved in, and for tasks that were already taken care of when I moved out.  Even though I agree that the second bedroom needed a coat of paint, I believe that being charged $475 for this task is exorbitant for such a small room.  No toilet seats were broken.  Even in the pictures that the rental company submitted it showed that both toilet seats weren't broken.  I mowed the lawn on October 11th.  The picture that the rental company submitted does not show an overgrown lawn. There were no towel holders or toilet paper holders in the master bathroom when I moved in.  The garbage disposal, thermostat, all the exterior lights were all in working condition when I moved out.  I am requesting that at least $470 along with the extra $74.32 that I paid the rental company or $544.32 be returned to me and if the rental company cannot provide tangible evidence as to why I should pay $475 for the second bedroom, then I am requesting my whole $945 security deposit along with the extra $74.32 that I paid the rental company or $1,019.32. If the BBB needs pictures of my move out, please let me know.  I tried to attach them to my original BBB complaint, but they were too large.

  
  Regards,

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

  Customer response

  02/06/2022

  I will send my pictures of move in and move out via email via ****** ***** since they are too large to attach.
  My main argument is that RPM is overcharging me for items that were not damaged or did not exist at move in.
  The only thing I agree is the repainting of the second bedroom, but I don't agree with what I am being charged.
  I appreciate whatever assistance your agency can give.

  Customer response

  03/06/2022

  I spent a lot of time and energy cleaning the property with the expectation that I would be getting at least most of my $945 security deposit back.  I knew that second bedroom would ding me a bit, but was surprised that it was a $475 charge.  Aside from the second bedroom, I believe that I left the property in a better state than it was when I moved in.  Again, I am requesting that at least $470 along with the extra $74.32 that I paid RPM or $544.32 be returned to me and if RPM cannot provide tangible evidence as to why I should pay $475 for the second bedroom, then I am requesting my whole $945 security deposit along with the extra $74.32 that I paid your company or $1,019.32 to be returned.  I have emailed all the additional evidence requested.  Thanks

  Customer response

  04/03/2022

  *** *****,  I sent you 14 separate emails via ***** on March 6 with the required photos and explanations.  I will resend all 14 separate emails again via *****.  Please send me confirmation that you have received all 14 emails.

  Business response

  04/25/2022

  *** **********, 

  I'm sorry, but there is nothing more I can do to assist. We are only a representative for the owner and act on his instruction, as long as such is legal, and in this case it is. The owner actually paid for all of the repairs you have been charged for as documented by the pictures and is insisting the charges be upheld. Again, the $475 for painting was ONLY the portion you were responsible per tenant landlord law. The owner paid much more than that for the painting and only charged you for the part he could legally charge you for. The lawn charge also included (and most of the cost was for) the overgrown bushes, as it specifically states on your ledger, and those are very clearly overgrown in the pictures. You can see the broken clip on the broken toilet seat in one bathroom and the broken pieces on the bottom of the second toilet seat in the pictures as well. The loud garbage disposal was loud because of it not being used correctly causing build up inside. Cleaning was the resolution and is much cheaper than replacement, but either way is a legal tenant responsible charge.

  Again, the owner is insisting the charges be upheld. We do not have the authority to refund any of the charges, especially based on the photo proof of the items you were charged for, and the funds held were given to the owner since he paid for the bills directly so we are not even in possession of the funds that were held. 
  
  I am sorry that I can't be of more assistance. 

  Customer response

  04/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below:

  To start off, RPM did absolutely nothing to "assist" me.  Now in their April 25, 2022 response to my BBB claim that I filed on January 23, 2022, they are shifting all of the blame and responsibility to the owner of the property.  The reason I filed this BBB claim is because RPM totally ignored my original November 22, 2021 dispute about the withholding of my security deposit, even after I attempted to reach out RPM asking for a response.  After waiting six months, RPM has not offered any type of resolution for this matter and failed to provide any real evidence to prove why they withheld my security deposit.  RPM withheld my whole $945 security deposit along with an extra $74.32, not the owner of the property.  RPM had six months to provide video, pictures, receipts, and documents to substantiate why my security deposit was withheld and they did not.  Since they are now blaming the owner, RPM had six months to get their proof from the owner, and they chose not to.  RPM did not really address all of my issues.  RPM focused on the $475 that they charged me to paint a small bedroom.  I agreed with the second bedroom needing to be re-painted, but did not agree with the exorbitant amount that RPM charged me.  RPM failed to provide pictures of the painted second bedroom; a receipt to show what contractor actually repainted the second bedroom; and how much that contractor actually charged RPM to repaint the second bedroom (skim coat, paint, and prime the walls and ceiling).  In their April 25, 2022 rebuttal, RPM made it seem like the owner was doing me a favor by having RPM charge me $475 to repaint the bedroom.  The second thing RPM focused on was the $162.50 that they charged me for lawn and landscaping maintenance.  RPM's pictures and my pictures looked the same.  In their January 24, 2022 rebuttal to my BBB claim filing, RPM claims that the lawn was "over grown".  That was totally untrue because I mowed the lawn and took pictures of it on October 11, 2021.  RPM came by the same day and took pictures of the lawn.  Now in their April 25, 2022, RPM is making claims that the bushes were "over grown".  No bushes were over grown.  RPM made untrue statements about toilet seats being broken, but failed to show any proof of broken toilet seats to justify why I am being charged $58.50 for each toilet seat.  I showed pictured proof that neither of the toilet seats was broken at move out.  RPM failed to provide a receipt to show what contractor actually replaced the toilet seats and how much that contractor actually charged RPM to replace the broken toilet seats.  RPM failed to provide a video of the "loud" garbage disposal that they are referring to along with a receipt to show what contractor actually cleaned this "loud" garbage disposal and how much that contractor actually charged RPM to clean out this "loud" garbage disposal.  The garbage disposal was replaced on August 25, 2021.  After I got done cleaning the whole house on October 10th, I ran the garbage disposal.  It was fine with no issues.  RPM provided nothing to substantiate why I was charged $58.50 for a "loud' garbage disposal.  What really bothers me is that RPM charged me $97.50 for something that didn't even exist when I moved it.  RPM did not address this at all and I provided proof that those items did not exist when I moved in.
  
  I spent a lot of time and energy cleaning the property with the expectation that I would be getting at least most of my $945 security deposit back.  I knew that second bedroom would ding me a bit, but was surprised that it was a $475 charge.  Aside from the second bedroom, I believe that I left the property in a better state than it was when I moved in.  Again, I am requesting that at least $470 along with the extra $74.32 that I paid RPM or $544.32 be returned to me.  Since RPM failed to provide tangible evidence as to why I should pay $475 for the second bedroom, I am requesting my whole $945 security deposit along with the extra $74.32 that I paid RPM or $1,019.32 to be returned to me. 
  
  Regards,
  
  ****** ************* **********
  

  Business response

  05/16/2022

  Sir, 

  I have said since the beginning, the owner insisted on the charges standing. This is a quote from my first reply to this complaint in January:

  "The owner insisted these charges be upheld as they were actual expenses the owner incurred to get the home rent ready again."

  He is the one that wanted them upheld. We do not have the funds, he does. I'm sorry but there is nothing else we can do to assist. If you still disagree, we recommend you seek reparation from the owner as we were acting on his instructions and he has the money that was withheld from your deposit. 

  Business response

  05/16/2022

  The documentation requested has already been provided. It is the file attached to this complaint, entitled "Final Ledger." I have attached it again in case it is unable to be located though I myself just downloaded it from the attached files here. In the numerous responses and files I have provided pictures to back up the charges as well as an explanation for everything. 

  Business response

  05/27/2022

  The pictures link was also provided in my first response. Here is the link to the album:
  
  *********************************************
  
  I am copying ***** on this email as well. 

  Customer response

  06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  My rebuttals still stand.  RPM unjustly took my money, not the owner.  RPM ignored my requests to resolve this issue, prior to my filing with the BBB, not the owner.  To be charged for items that did not exist when I moved in is outrageous.  RPM wants me to go after the owner for the money that RPM took from me, then I ask that RPM supply me with the current contact information for the owner.

  
  Regards,
  
  ****** ************* **********
  

  Business response

  06/20/2022

  BBB, 

   

  We seriously need you to intervene at this point. To sum up the numerous prior emails, please note the following: 

   

  -The money that was held for repairs, was held AT THE DIRECTION AND INSTRUCTION OF THE OWNER. They are the ones that insisted we hold the funds for the specific repairs listed in their disposition. We were acting as their agent and following their orders.

  -Once the money was held from their deposit, it was SENT DIRECTLY TO THE OWNER. 
  
  -The funds are no longer IN RPM’S POSSESSION SO THERE IS NO WAY FOR US TO REFUND IT TO THEM. 
  

   

   

  Customer response

  06/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I asked that RPM supply me with the current contact information for the owner since they want me to go after the property owner for money that RPM unjustly took from me.  Instead of providing me with the current contact information of the property owner, they opted to send a message to the BBB asking for their intervention.  RPM putting certain parts of their message in ALL CAPS doesn't really change RPM's unjust actions towards me.  RPM took my money.  I sent a check to RPM's Cincinnati office for the alleged balance that I owed of $74.32 in November 2021.  That check did not have the property owner listed as the payee, RPM was the payee.  How about RPM reimburse the money that they took from me and then recoup that money back from the owner?  I doubt that'll happen.  Again, what is the current contact information of the property owner.

  
  Regards,
  
  ****** ************* **********
  

  Business response

  06/27/2022

  We are not allowed to release the owners information. The name of their LLC was on your lease as the lease was directly between you and the owner, we were only the agent, again acting at their direction. You should be able to use that information to take whatever legal action you feel is necessary. 

  Customer response

  07/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  My original complaint and all my rebuttals still stand.  RPM inspected the property after I moved out.  RPM took my money unjustly.  RPM ignored my requests to discuss why they took my money.  Now they are stonewalling me and switching the blame to the property owner.  RPM needs to be a "better business".

  
  Regards,
  
  ****** ************* **********
  

*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. ↩