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:01/21/2025

  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.

  I've been renting my current property (*********************************) since September of 2020 through November 2024 with American Real PM. In mid November 2024, I was served court order papers from **************** that my home has been auctioned off to another party for unpaid taxes. American Real PM had already collected rent for the month of November. They continued to attempt rent for December 2024 after I told them the home is under new ownership. American Real PM has closed my resident portal in December and I spoke with ******** **** Dec 5, 2024 about refunding my deposit back of $1,790.00. ******** **** called me December 6, 2024 stating a check is in the mail but it wasn't printed correctly and another check will follow in the mail the next business day. I've received the bad check. The bank says there is no account number or routing number on the check to withdraw funds. The corrected check was never mailed out and it's been over 30 days. Over the course of 30 days ******** told me to give it time to come because of the holidays, then she stated she will talk to her boss about sending a new check, then she says to contact the old owner of the home. I never had contact with the owner since I've stayed here or made any kind of payments to the owner. Over the last 2 weeks, American Real PM have not taken accountability of sending my deposit, they have hung up on me, and not responding to my emails.

  Business Response

  Date: 01/21/2025

  We tried to send the funds in good faith in the closing of this previous owner/client's account.  The system printed the check with incorrect account numbers and we resent a check within 1 day that would work which apparently did not make it to the tenant.  At this time the account for this client/owner has been closed and all monies still on the account sent to them.  The owner of the property is the entity that is party to the lease responsible for the deposit.  We have provided the owner's information to the tenant which is all we can do to try and help get this resolved.  The money and the responsibility to return it is squarely in the hands of the previous owner of the property.  I wish I could do more but we do not and never did own this property and are not party to the lease.

  Customer Answer

  Date: 01/21/2025

  American Real PM has washed their hands on my issue and pointed the blame to the previous owner. I NEVER had any business dealings with the owner. All communication and monies were paid to American Real PM. That included my deposit, rent, late fees, and other miscellaneous fees. 

  
  

  They knew they sent a bad check and closed my account without assuring that funds was withdrawn from their **************** account. There were still open funds of $1,790.00 that were un-counted for on their behalf. Just reading today, they're saying they gave my money away to someone I never did business with. 

  
  

  I informed ********* **** in December that i never received the corrected check. She kept telling me to wait it out until after the holidays. All of their calls are recorded. She never said the account closed. Calls were made Dec 3rd, 4th, 23rd, 

  Jan 2nd, 3rd, 6th 14th, 16th, 21st

  
  

  American Real PM owe me my refund deposit of $1,790.00 

  
  

  Customer Answer

  Date: 01/23/2025

  I am rejecting this response because:   

  I have reached out to the previous owner, ****** ********** via phone and email and received no answer or response. 

  I have never had any contact with him or paid him directly. All monies I paid as a tenat was sent directly to American Real PM that includes deposit and rent. 

  I feel American Real PM is responsible for my refund deposit. I notified them that I never recieced the correct check in early December and they're stating they gave my money to ****** **********. 

  American Real PM had my money and they need to return my deposit of $1,790.00 

  Business Response

  Date: 01/23/2025

  I am sorry that you are not satisfied with that answer.  Unfortunately that is the legal answer and, though you paid us as an agent of the owner, the contract was between the owner and you the tenant.  We are no longer an agent of that owner and there is nothing we can do about it.  The contractual responsibility of your deposit is with the owner and we are no longer holding any monies for this owner that we can give out even if we had the authority to do so, which we do not.  I really do wish there was a better answer I could give.

  Customer Answer

  Date: 01/23/2025

  I am rejecting this response because:   

  I do not see on the original lease that if the landlord looses the home due to unpaid taxes, they are responsible for my refund. The money was in American Real PM possession. Your name is also on the lease agreement. If your company realized the check was bad, why hurry and close the account? Your company dragged the anticipation of my refunded deposit for over a month after I was in constant communication waiting for that check. How could you close an account when you know an alleged check was in the mail for funds to be withdrawn for? You mishandled my money, and gave it away. 

  American Real PM had the check of $1,790.00 issued to them from me in 2020 as a deposit. You agreed to send my refund back. Where is the proof of the corrected check issued? It was your responsibility to refund my money. I would like to have my refund sent back to me immediately! 

  Customer Answer

  Date: 01/30/2025

  I have called and emailed the previous landlord and have not recieced a reply or returned call. It's been over 7 business days.

  American Real PM scammed me out of my deposit refund. 

• Initial Complaint

  Date:01/14/2025

  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.

  on 11/13/2023 we signed a lease with *************** for a property at ******************************************. American Real PM took over the lease from previous property owner. On 11/30/2024, our lease expired and we moved and informed American Real property and gave our current address. on 1/3/2025 I sent an email to ********* **** at American Real PM to inquire about the return of our deposit. on 1/6/2024 I sent an email to ****** **** the property manager to get an answer and follow-up. on 1/6/2024 **** ****** responded and stated that American Real did not hold a deposit for the lease and that the owner of the property is the party you would need to speak to and that he will send him a message letting him know you are looking for it. He also cc the CEO and founder ****** ********. on 1/14/2025 I sent a follow-up email because no response was receive and requested the property owner's information. I am still waiting on a response from the property owner if there is one because I couldn't find any information with the ********************* office or appraisal office. I am looking for a definitive answer on when we are receiving our deposit as far as a date or the full property owner's information to contact them ourselves.

  Business Response

  Date: 01/29/2025

  We were able to work this out with the property owner, they remitted the funds to us and we were able to get a check sent out to Ushawn.  He should receive it any day. 

• Initial Complaint

  Date:11/08/2024

  Type:Customer Service 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 hired American Real PM as our property management company in December 2022 for our property at ***********************************. Unfortunately, they placed tenants without proper vetting, and these tenants have not paid rent since January 2024. The tenants were eventually evicted in June 2024, and during their occupancy, they caused significant damage to the property. Although the lease listed only one tenant, more than six people were living on the property.On August 21, 2024, we notified ****** ****, our property manager, via email that we were terminating the property management contract due to negligence on their part. In response, ****** **** assured us that we would receive a final statement outlining the outstanding rent and damages owed by the former tenants.Since then, we have made multiple attempts to follow up through both email and phone calls, but we have not received any response. We urgently need the final statement so we can begin the collection process for the amount owed to us.

  Business Response

  Date: 11/21/2024

  The tenants that were placed were property vetted through our screening process, which included good credit, no previous evictions, no bad debt and good previous landlord references. We performed a mid-lease inspection and at the time, no damage was done. This information was provided to and discussed with ****. We cannot be held responsible for tenants' actions after our vetting and inspections. As with any investment, there are risks. It is very unfortunate that the tenant caused damage prior to being evicted, but this is not negligence. Accounting is working on the final statement, and this will be provided once completed. 

  Customer Answer

  Date: 11/24/2024

  On August 30th ****** **** told us it takes 30 days for us to get the statement from accounting. Today is November 24th and we still havent received anything. We have been calling and emailing and ****** has been ignoring all of our communication. Please refer to the attached screenshots. I work in accounting and an accounting statement does not take even an hour to produce. It has been more than 30 days as promised.

  Customer Answer

  Date: 11/24/2024

  I am rejecting this response because:   On August 30tg ****** **** stated that the accounting statement will provided in 30 days. It has been almost three months and we havent received anything. ****** **** has also been ignoring all over follow up emails and we have called the office several times and no one has gotten back to us.

  Business Response

  Date: 12/20/2024

  Final Statement has been sent. 12/20/2024

• Initial Complaint

  Date:09/20/2024

  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.

  On September 16, 2024 I was suppose to move into a rental property managed by American Real PM, but during my move in inspection I noticed black mold on the ceiling of both bathrooms. I immediately tried to contact the leasing agent ****** ****, but he is never in the office and hardly respond to emails. A work order was entered in the system on September 16th, but the issue is still on going. My child has asthma and I can not officially move in and risk my family health. There are no smoke detectors in the home, missing latches on the windows, garage door does not secure. This home is not move in ready.

  Business Response

  Date: 10/21/2024

  We apologize the property was not up to your satisfaction. We worked to resolve the issue as quickly as possible, and are happy to say the issue has been resolved. We understand your situation and have released you from the lease with a full refund. We wish you the best. 

• Initial Complaint

  Date:09/13/2024

  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.

  Our lease with American Real PM ended on June 30, 2024. We were told to submit a notice to vacate at least 45 days before expiration of our lease. We successfully submitted the *** on 5/2/2024, we have an email confirmation. We also forwarded to them our new mailing address. According to the lease, they were holding our Tenant Security Deposit. We were told by the property management team we were to wait 30 days after June 30th to be refunded the Security Deposit check. As of 9/12/2024 we have not received the check from them or any information about its status. After the 30 days passed, we have made several attempts calling and leaving voicemails for the property manager, ****** ****, to give us an update on the status of our security deposit. We have not received a single call, voicemail, or email from Mr. ***** We have spoken several times to the office receptionist ******** to urge Mr. **** to get in touch with us regarding this issue, but still we have not heard back from him.

  Business Response

  Date: 10/03/2024

  We no longer manage the property and they were referred to the new management company to obtain their deposit back.

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because:   

  *************** was the last and only property management company we had a signed lease agreement with from 7/1/2022  until our move out date on 6/30/2024. We never signed with or agreed to any other lease with another management company during and after our time with American Real PM in regards to the property at **********************************************************. We paid our rent only to them, they confirmed, via lease agreement, the landlord was holding in escrow our security deposit. Also, we were told by American Real PM to give them 30 days to send the check for our security deposit. After the 30 days, early August, we called, left voicemails, spoke with *********, and even emailed ****** **** inquiring about the security deposit because the check had not come. On 9/6/2024, more than 60 days later, my mother did receive only one email from ****** **** saying they no longer managed the property for the owner and that the new management company will be sending our deposit. Mr. **** never forwarded to us another management company's name, contact information, documentation, or even the owner's contact information for us to reach out to in regards to our deposit. Neither have we received any calls, messages or mail from the "other" management company. Once again, we were told American Real PM would handle the return of our security deposit when we gave them our notice to vacate, and they were still the property's management company when we did vacate at the end of June making them along with the owner responsible for the return of the security deposit.

  Customer Answer

  Date: 01/21/2025

  Hello Ms. *************** we have not received the security deposit back from American Real PM nor from the new management company. We were never given the name and contact information for the new management company as well.

   

  Thank you,

  ***** Medlock 

  Business Response

  Date: 01/27/2025

  As it is clearly stated in the lease that you attached to this complaint the parties are Casa Cavelier and yourself.  Casa is no longer our client and your deposit was forwarded to them as they ultimately have responsibility of its return being party to the lease.  I wish I had a better answer for you but the owner of the property has the money and they are who you need to be asking for it back.

  Customer Answer

  Date: 01/27/2025

  I am rejecting this response because:   

  As also stated in the lease I willingly sent in for everyone to review, American Real PM was the entity used by the landlord Casa Cavalier during our residence at the property for the dates cited. We were to submit all our payments including our security deposit to American Real PM. It even stated, "Landlord confirms currently holding in escrow Tenant Security deposit the amount of $1225.00". According to the lease agreement, American Real PM was this third party entity that held our security deposit for the landlord.

  Neither American Real PM nor Casa Cavalier had ever informed us that this arrangement had changed during the cited dates from 7/1/2022 - 6/30/2024. Nor were we informed by either party of any changes in management before the end of the 30 days we were to receive our security deposit back after our lease ended.  Like I mentioned before, we were not told about a new management company until 9/6/2024 in an email from ****** ****.

  Therefore, it was still American Real PM's responsibility as Casa Cavalier's active third party entity to return our security deposit back to us by 7/30/2024.

  We would like to know:

  Did Casa Cavalier dismiss American Real PM as their property management company before our lease ended on 6/30/2024?

  Or, were they no longer the active management company before the end of the 30 days, 7/30/2024, after our lease ended?

  Or, did ************* get a new management company and had them hold in escrow our security deposit before 7/30/2024?

  If no, then why was our security deposit not returned to us from American Real PM on behalf of Casa Cavalier by the end of 30 days after 6/30/2024?

  And why were we not told about the new management company until 9/6/2024?

  Business Response

  Date: 02/17/2025

  If I could do something to resolve this at this point I would.  I am not going to debate about dates and timelines as that does not resolve anything.

  As I stated in the last reply the contract you had was with the owner and they are ultimately the responsible party.  We were not a party to the lease. 

  We have closed the owner's account and any and all money involved in their contracts was sent to them.

  Customer Answer

  Date: 02/21/2025

  I am rejecting this response because:   

  My last reply was not a debate. I stated nothing but facts about our experience with you. The questions I asked about the dates were simple "yes" or "no" questions that you chose not to answer.

  I reported your company to BBB to expose your business for being dishonest and to reveal how you failed to fulfill your responsibility to return our security deposit to us back in June/July of 2024. During that time we were told by YOUR company, not the owner, that YOU would return our deposit back to us within 30 days after 6/30/24. You guys didn't do it, so you got reported.

  However, we do understand you currently no longer do business with ************* (owner) and claim you can no longer return our security deposit back to us. OK. That doesn't change the facts that your business is dishonest and failed to fulfill what YOU said what YOU were going to do for us back in June/July of 2024.

  Those are the facts.

  Business Response

  Date: 02/21/2025

  Thank you for the response.  This forum is meant to be a place where issues can be resolved.  As I have stated the owner is the one responsible for and is the one that has your money to resolve this issue.  If there was anything I could do, I would.

• Initial Complaint

  Date:07/17/2024

  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.

  Im a former tenant at one of their properties in *** **********************************. I roommated with one of my friends. We had a 12 month lease. From 5/20/23 to 4/30/24. I moved out on 4/30/24 and my room mate moved out on 5/31/24. The association said we would receive our security deposit back in 30 days. It is now 7/17/24 and we still have not received our security deposit back. We called several times and sent several emails. They dont answer the phone and dont respond to the email until days later. They keep telling us theyre going to send it but nothing yet. So I need to use a different method. Its getting ridiculous at this point. If you can please help. Thank you

  Business Response

  Date: 08/08/2024

  "On June 28th when the deposit was set to be mailed within the allotted time, it was discovered the forwarding address was not provided. Emailed both tenants to obtain the address. Deposit was mailed on July 12th and tenants were notified via email same day. Confirmed receipt of the check on July 19th".

• Initial Complaint

  Date:12/28/2023

  Type:Customer Service 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.

  The property manager and the company absolutely refuses to do anything relating to repairs without a fight. Property manager states he's just a middle man. It's taking nearly two months for them to repair a huge hole in the roof of the house. ****, it took weeks for them to just tarp the hole. Fights as hard as possible not to do a single thing beneficial for the property or the tenant. When first renting from this company, I was heavily pressured with sales tactics and false immediacy. It's a fight to get anything done with them. They do no take care of the property. The only time I've ever heard from them is "make sure you pay your rent today" emails. They do the bare minimum possible that protects them legally and NOTHING further. This company is the definition of a rent farm. The 'managers' they hire are morally and ethically bankrupt from the observations I've made from their actions. Hopefully this message can protect others from their predatory actions.

  Business Response

  Date: 01/05/2024

  Upon researching all our files and records, we have found no record of you as one of our tenants through name, email, or phone number.  We do our best to make sure all our residents receive prompt response in both answer and action to any and all maintenance issues.  We have reviewed this complaint with each property manager currently on staff and none recognize the issue you described.
  
  Perhaps you put in a complaint to the wrong property management company by accident.
  
  Wishing you the best in all your endeavors,

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service 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 NOT responsive to my attempts to contact them. They expanded their services into the *******, ******** area the end of last year (2022) and took over SEMIPro. There is no way to directly contact the local staff or even find an address for them. They do not respond to voice messages or emails. They are not listed as American Real PM on the ** Corporate entity list and apparently go by another name. I've tried for over a week to get them to respond to my property needs. They only have voicemail and their website does not allow direct contact either. They have not released monthly statements, and as of last Thursday hadn't responded to my local city for an inspection follow up and a host of other issues. I had to contact a local realtor, who knows some of the old prop mgmt. staff who are now employed by American Real PM to find out what is going on. One of those persons is supposedly the new mgr. for my property but he hasn't responded to me either. These issues need to be addressed by the ****** ownership of the company, who assured me during the transition interview from the old prop mgmt. company to them that I'd have access to people directly for my issues and they'd be responsive to my needs. They need to be held accountable and take care of my property needs. I pay them to do this and they are not accountable or responsive.

  Business Response

  Date: 04/21/2023

  Since the date of this complaint, I have taken the necessary steps to resolve this complaint.  I will continue to work with this customer to ensure her needs are met.

• Initial Complaint

  Date:08/24/2022

  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.

  Yes good morning bbb team , I am writing this complaint on a follow up my wife has put in regarding the home we reside at , we have been here for almost 1 year in October and out of these months we were only able to use our master restroom 3 months out of this time . It's taking them so long to complete the work , my wife has spoken with Justin himself at American real and was promised over the phone a rent credit or him taking off some of our rent , that has yet to happen , my wife has also called the office multiple times not reaching him , they emailed back and forth a few times regarding a different issue but that was it , all I am asking is to either get half or all of my deposit back and to also have our rent taking off . Our lease is up 10/31/22 but we have put a notice to vacate 10/28/22 . We are unhappy with this company and how they handle issues . My wife has to call and leave voicemail regarding restroom issue and then the maintenance man will contact us for work other than that we won't hear nothing from them . This is a terrible company to rent or buy from and it shows .

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */ Our staff have been in contact with the complainant and have worked towards resolving the issues. It is my understanding that the matter is to a point of satisfaction for the complainant.

• Initial Complaint

  Date:07/07/2022

  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.

  After missing 1 month of rent a eviction was filed against my name! Rent was paid in full and I never went to court but yet I still have an eviction under my name in which I've never had before.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/07/13) */ Regarding this compliant, the desired resolution as stated by the complainant is unfortunately outside of our power. Records of the eviction filing may appear on a personal credit report as public record posted by the County Public Records office, not American Real PM. We have no ability to redact that from public record. The eviction petition, justifiably and correctly filed on February 14th, 2022 for non-payment/delinquent rent, was dismissed with the county court on March 17th, 2022, once the complainant made payment to satisfy his balance. While the public record lists that an Eviction was filed, a review of the case number in the state's online case database, correctly reflects that this case was dismissed w/out prejudice by all parties.