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:12/13/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 12/04/24 I filled out an app on RPM website after looking at photos posted on their website for unit #918 and paid $60 app fee; on 12/06/24 my husband completed his part on their website after looking at photos for unit #918 and paid $60 app fee. At 2:41pm on 12/11/24, I received a text message from RPM stating that #918 got leased the day before I applied (on 12/04). I asked for our app fee to be refunded ($120), because the unit was already leased. I was told that the manager was out until 12/12/24. At 1:31pm today (12/12/24), I sent a message to see if anyone had spoken to the manager regarding a refund. The manager then sent me a message stating that app fees are not refunded, they encourage applicants to call before applying (website has view or apply), because the system takes at least a day or so to update the status. I sent her the message they sent to both my husband and myself, underlining the part stating #918 was leased the day before we applied. The manager messaged that she understood my frustration by we had signed the app which was a binding agreement and the fee was non-refundable. I stated we would not have filled out an app or sent app fee for a unit that was already leased, which legally was false advertising (as they had it still posted their website).

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 signed a lease and moved in September 15, 2023. I have not had a functional air conditioning unit. 3 weeks ago they put a window unit that does not work and the cord is draped over the stairway. This is a huge liability issue.I have received no return calls and am incredibly upset.

• Initial Complaint

  Date:10/30/2023

  Type:Product 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.

  BBB complaint I started a lease with Rand property management and Stockton investment group October 27th Friday of 2023. We arrived between 8:30pm-8:40pm moving from over 2 and a half hours away and passing through a time zone change there for arriving after normal office business hours. Our keys were in a lock box on the door. We entered the property and upon further inspection found a bug id never encountered before. Upon further research and investigation concluded it was a bed bug. I fold numerous complaints in our portal to management. Contacted the emergency maintenance line where the maintenance leads confirmed the presence of bed bugs. I was told at this point nothing could be done until Monday, I asked that management reach out to us immediately and made multiple attempts to contact management with no response. I made other arrangements to stay elsewhere costing us ******** We paid **** for the move in fee. *** security to sure bond. **** for prorated rent , utilities, PEST control. $120 in application fees. Totaling ********. I have paid almost ****** for an apartment I can’t live in and damaging my belongings I can not remove from the premises with out proper treatment. I have done research and dug deeper into this company to find they are not BBB backed, and they have numerous bad reviews from similar experiences.

  

  Business Response

  Date: 11/22/2023

  Attaching our inspection which showed no signs of infestation along with the residents ledger that shows that we reimbursed them for all rent paid, their hotel stay and utility fees.  

• Initial Complaint

  Date:05/16/2023

  Type:Billing 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.

  My boyfriend and I rented an apartment at The Hammond as a short term lease from 2/22-8/22. It was made very clear in my communications to staff that this lease was short term due to my boyfriend graduating and us moving for his new job during the summer. The only reason we went with this apartment was because they would allow us to have the 6 month lease flexibility. Since this information was made known before we even moved in, I did not realize that I was "required" to provide them with a 60 day notice as well. Due to this, I was able to provide a 30 day notice which to my understanding is what is required on a short term lease in the state of TN anyway not the 60 day the complex was claiming. Since we did not provide a 60 day notice, we were charged 60 days of back rent past when our lease was over in August. This is ridiculous, we made it very known multiple times that this would be a short term lease and we had a hard move out date of August. Also, my brother called to see if he could take over our lease immediately after we were informed that we would have to pay this money since it is an "inconvenience" for the complex and we didn't give them enough time to find someone to take over our lease and when he called, they advised him that our unit was already set to be leased after we moved out. This is ridiculous and I feel like the complex is trying to scam us into paying an extra $2700 on a short term lease for a unit that was filled before we even moved out. On top of that we never received our deposit back or any communication regarding the deposit we paid before we moved in. What they are trying to do isn't right and now I have a negative remark on my credit report. Something needs to be done here because we shouldn't be required to pay $2700 on a short term lease that we provided a 30 day notice that we were leaving and was immediately rented out upon our moving out. I have a long rental history without issue until the Hammond and I want this off my credit

  

  Business Response

  Date: 05/26/2023

  Hello, 

  Thank you for assisting us with resolving this concern. The Resident's resident's claim they were not informed that a 60 day notice was required if they planned to not renew their lease. In the documents provided there are several points that show they signed documents stating we require a 60 day notice to move out. #1 the lease document on page 1, section 1.5, the 2nd sentance from the bottom states, "Tenant is responsible for providing minimum sixty (60) day written notice to vacate or intent to resign before lease end date.'. #2 in the Renewal notices and final letters, there is an email starting on page 2 that we sent to the Residents giving them their renewal options. We sent the email on 6-7-22. In that email it states, "A 60 day notice to vacate is required if you choose not to renew.".  #3 in the same document of Renewal notices and final letter, the final letter explains the final balances and offers for them to reach out to us with any questions or concerns. I have no record of the Resident's reaching out to our office. #4 in the 75H NTV document the Residents signed that they were aware of the Break the Lease fee. #5 notice_to_vacate_signing_log is verification of the Residents signing the notice to vacate document via our digital signing software. 

  What I discovered looking through this case, is there was an option to charge the Resident's less at move out by charging them 1 month of rent at a month to month rate instead of the break the lease fee. Even thought the break the lease fee is valid, I train our team members to do EITHER the break the lease fee OR charge a month to month rent rate, WHICHEVER is cheaper. I have made adjustments to their ledger that reduced the balance they owe us by $960.38. I have called our collections agency to adjust the balance and left a voicemail. I have not heard back as of 5:11pm 5.26.23. I expect to hear back and give this adjusted no later than end of business on 5.30.23 (after the Memorial Day weekend). 

  Please let us know if we can assist in any other way with this concern. 

  Customer Answer

  Date: 06/05/2023

   
  Complaint: ********
  
  I am rejecting this response because this still requires me to pay just about $2,000 on an apartment that I moved out of. I told Holly before I even moved in exactly when we needed to move out and the circumstances behind why we even rented a home at the Hammond. Which was the flexibility of having a 6 month lease because we absolutely needed to move in August for my boyfriends job in a completely different state. So our move out date was made extremely clear before we even signed the lease - she knew when we would be moving out. I don't understand being charged for an extra 60 days when I did provided a 30 day notice, also the whole point of a 60 day notice is to allow the complex ample time to find someone else to fill the unit...we are in a recession and housing in Knoxville is limited as is...anytime something opens up rest assured someone will jump on it and that's exactly what happened. What does you charging me an extra $2,000 do in this situation? The unit was leased out before we even moved out and I know that for a fact because the women in the office told us that. So I provided a 30 day notice on our short term lease that I specially told management we would be moving out of in August, we never received our security deposit back, and you already had someone leasing the unit before we even moved out...so I'm having a hard time seeing a reason for the charge other than price gauging and scamming someone out of money for your own gain.
  

  What about our security deposit? Are you able to tell me where that went and if that amount was deducted from what we "owe"? I have not heard a word about our deposit and I have plenty of photos of how clean we left the place before moving out. I have rented 4+ apartments and have never had an issue like this. In the short 6 months I lived at the Hammond, I had my fair share of issues, one of which caused me to seriously injure myself on move in day because maintenance did not due their due diligence and fix the front steps of the unit which they admitted to me that they know about and just didn't make time to fix it and I fell through the step severely twisting an ankle that I broke years ago, instead of making a stink about it I tried to have compassion and understanding I wish you would do the same.
  

  My father Dr. Charles Stuart who originally found me this apartment and spoke with Holly directly also made it very clear that the only way we would accept the apartment is if we could have the short term lease and move out in August. He is also filing a complaint with the State of TN and the Attorney Generals office regarding this matter. If I have to travel back to TN to fight this and file a civil complaint, I will be filing for damages, transportation, housing while I'm there and for time off of work  

  This is beyond wrong, making us pay for an extra 60 days on a unit that was already being leased as soon as we moved out so you can make double off of the unit for 60 days? This is wrong. 
  
  Sincerely,
  
  ****** ******