ComplaintsforRenters Warehouse

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 30th, 2024, I emailed the property management company to request a change from the Platinum plan ($199/ month) to a lower-cost plan which is the Basic plan ($149/month). Despite multiple follow-up emails and phone calls, I received no response. On June 29th, 2024, I sent an email to terminate their services due to their failure to change the plan effective July 31st, 2024 which was after our agreement has expired, and requested all relevant information concerning the termination. However, they only provided the security deposit and reserve amounts, omitting other necessary details. They continued to charge me for the Platinum plan in July, despite my request for a plan change and subsequent termination notice. I requested a refund for the June and July overcharge of $50, which they ignored. By August, the service was terminated, and they owed me $3,450 (including $3,000 security deposit, $350 repair reserve, and $100 for the June and July overcharges). They refunded only $1,535, withholding $1,915 and citing charges like a $1,730 termination fee, a $35 annual financial administration fee, and a $50 document retention fee—none of which I agreed to. Despite continued attempts to resolve this via email, they have not responded adequately, and they still owe me $1,915. My agreement with Renters Warehouse expired on 7/26/2024 so all of the above cited charges aren't valid.

  Business response

  08/20/2024

  Mr. ********,
  
  I am sorry you are having frustration. I have reviewed the correspondence and listened to various calls between you and our staff. 

  
  It is never our intention to mislead any client as to what the potential fees would be, or to have a client be surprised if they happen to be charged a fee.  The cancellation fee is in paragraph 20, item c.  The document retention fee is listed in paragraph 20, item g.  The $35 annual financial administration fee was a billing error and has been refunded to you already.  It had been previously paid and should not have been charged again.

  
  Regarding the downgrade in services, there were 5 conversations between you and our staff over a period of approximately 20 days.  Your request for the downgrade was made on 5/30/24 and on 6/6 you spoke to 2 different staff members and were told that we could process the change, and it would be effective 7/1/24.  We have refunded the $50 for July and as a courtesy have also refunded the $50 for June. 

  
  Regarding the cancellation, you gave notice to cancel management on 6/29/24 which then triggered the early termination process and fees.  The cancellation process and fees that you agreed to are in the written contract you signed on 7/27/23.  The fees you were charged are also written in bold in the contract, and sent to you in an email where the specific paragraph was highlighted to clarify.  We were able to get the cancellation processed and the resident handed over to you and the cancellation was completed on 7/31/24 as you requested.

  
  Again, I am sorry for your frustration and wish you the best.

   

  Customer response

  08/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Thank you for your response to my complaint.
  
  While I appreciate the time taken to address my concerns, I must clarify several inaccuracies and misleading claims made in your response.
  
  1.$35 Annual Financial Administration Fee: You mentioned that this fee was refunded to me, but I have not received this refund. I have attached the final closeout letter, which does not reflect any refund for this fee. This charge was indeed applied and has not been reimbursed, making your claim false.
  
  2.Service Downgrade: You stated that conversations with your staff spanned approximately 20 days. However, the timeline you provided is incorrect. I initiated the request to downgrade on May 30th, well before June started. I followed up multiple times—on June 6th and June 17th—without receiving any confirmation. I was informed that Terren would handle this, but despite leaving her a message, I never received a call back. Consequently, I was charged $50 for both June and July, totaling $100, which, as of now, has not been refunded. This represents a second false claim in your response. Please see the attached email from Terren on August 5th confirming that both $50 charges weren’t refunded till that date even after the close out letter was sent out.
  
  3. Early Termination Fees: I requested the termination on June 29th, 2024, due to your failure to respond to my repeated requests for a service downgrade. As a property management company, it was your responsibility to manage my property effectively, which you failed to do. Because of this, I requested termination. The termination was processed on July 31st, 2024, and the contract was signed on 7/27/2023 more than a year prior. Therefore, the early termination should not apply. Furthermore, a professional company would have informed me of these fees upfront, especially when I explicitly asked for all necessary information in my termination request. The omission of this information appears deliberate and misleading. In light of these facts, it’s clear that there has been a significant lack of transparency and communication on your part. I expect a prompt and accurate resolution to these issues, including the refund of all fees that were incorrectly charged.

  
  Thank you for your attention to this matter.
  
  Regards,
  
  
   

  
  

  Customer response

  09/06/2024

  Better Business Bureau:
  
  This letter is to inform you that Renters Warehouse has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/5/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Cedric **** entered into an agreement with Renters Warehouse for a property manager for my rental home at **** ******** *********, Texas 77373. I was disappointed with their customer service and lack of communication between myself and the tenants of the home.I decided to cancel the agreement during the trial period and attempted to make several calls without any response until I contacted Headquarters and I received email stating they have received my request to end the contract.I have continually attempted to ask about the refund process and I have never received any answers but they continue to contact the tenants.I also only received one payment from Renters even though the tenants have paid them twice

  Business response

  05/20/2024

  Hi Cedric,

   

  I am sorry you have decided to terminate.  I have researched the account and you received 4 separate ACH transfers for a total of $3196.00.  $1750 on 3/28. $982 on 4/18, $114 on 5/9, and $350 on 5/17.  You have received your refund already.  There were also management fees that were billed and not collected that credited and taken off your account on 5/3.  The tenants reached out to us on 5/7 because they were confused and we responded to them to clarify they needed to deal with you directly. We have had no other contact with them other than that response. We wish you the best.

   

  Customer response

  05/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  BBB help, I used Renter Warehouse as listing agent and management services since August 2017. Last tenant lease end. I don't utilize management services. After the tenants vacated in October 2023, I reclaimed the house for repairs. There's been no listing or involvement with RenterWare services since then. Renter Warehouse emailed couple time as if I want to re-list. Now financial department send bill un paid management fee of $294.00. I'm asking for help to clear the balance. Close account/relationships with them. As they did not provide any service for me after last tenant's contact end. Thank-you.

  Business response

  05/01/2024

  Hello Vinh,

  We made several attempts to contact you about relisting your property after your tenant's lease was ended and got no response.  We were unsure if you wanted to lease it again or cancel the service.  I have had you management service now cancelled and the balance on your account removed.  We wish you the best.

   

  Thank you,

   

  Customer response

  05/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  Thanks for BBB help.
  
   
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  •The Landlord effectively violated my rights as a tenant by breaching Texas's implied warranty of habitability, which resulted in a constructive eviction. •The landlord effectively breached the lease agreement in their failure to mitigate the mold hazard that was originally reported on January 19, 2023, thereby effectively rendering the contract null and void. • In September 2023, I contacted the Landlord again and expressed my concerns regarding the potential of mold in the home and was denied mold testing at the expense of the landlord. Therefore, I hired and paid for the property to be tested. •******* **** ******* to perform testing on the property on 10/04/2023. The results showed the presence of Chaetomium mold. •The landlord committed a subsequent breach of the lease agreement by failing to comply within the timeframe specified within the 7-day notice to remediate sent via email and certified mail on 10/09/2023 and 10/11/2023 respectively. •On 10/13/2023 the landlord verbally provided the option of early termination of my lease contract at the end of October 2023 or the end of Nov 2023. I chose the former. •Landlord dispatched an unlicensed mold remediation contractor to perform remediation on 10/20/2024. •On 10/24/2024 I requested a licensed mold remediation contractor to perform a follow-up inspection on the property and was notified the ongoing mold hazard and potential causes were still present. •From the date of the initial report for the mold on January 19th, 2023, to the remediation date of October 20th, 2023, is a total of 274 days of living in a home with toxic mold spores. This timeframe would be considered beyond a reasonable amount of time. •On 11/29/2023 I received an email from Renter’s Warehouse in response to their Letter of Disposition requesting proof of charges; they stated they no longer manage the property and would forward my response to the homeowners. They subsequently sell this invalid debt to a collection agency.

  Business response

  05/01/2024

  Renita,

  I am sorry for the problems you had with your home.  I have my accounting departement deleting the accelerated rents and removing the collection.  They will then notify the collection agency and the credit agencies to remove the negative reports on your credit.

   

  Have a great day.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I are renting a townhouse and Renters Warehouse is the management company. We have been living in the house for one month. For almost half of that time period, we have not had air conditioning on the floor where our bedrooms are. We are a family of five (three children). We have also not had a working oven since we moved in as well as a clogged sink and toilet with a broken handle. Renters Warehouse has been HORRIBLE. They take days to get back to us and are in zero hurry to fix anything. Our children are exhausted from being shuffled around to family and friend’s homes. We cannot sleep in 80+ degree temperatures. I would strongly suggest not ever using Renters Warehouse for a management company or renting a property where they are involved.

  Business response

  04/26/2023

  Hi,

  I received notice that the A/C repairs were finally completed.  I apologize for the time it took to get it completed, and hope you and your family are comfortable now.  Again, please accept my apology for the delays in getting the repairs done.

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  We were without Air Conditioning in our bedrooms for exactly 30 days. We have only been compensated $500 for this terrible inconvenience. 
  
  Regards,
  
  
   
  

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Renters Warehouse has neglected fixing numerous problems in the home we are renting. They are inefficient and incompetent.
  Regards,
  
  
   
  

  Business response

  12/15/2023

  Hi, the only thing I see in the system that has happened lately is that there was a late fee waived for late rent due to having several maintenance tickets to deal with.  I'm sorry you have had several maintenance tickets.  I see maintenance requests that were completed but none that were not completed.  I don't see anything that is a current issue, and I don't see a request for anything, just a comment that our response was unacceptable.  Let me know what you need from us.  Thank you!

   

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I started renting ***** ********* *** ******** ** ***** since February, 2019. Throughout our stay we have never defaulted rent as ours was set for auto payment and rent was deducted on 28th of previous month for the next month keeping the odd February month in mind (28 days). Only I time rent payment was delayed because the rent payment increased and the auto payment failed back because the rent wasn't updated. Our lease turned to a month to month lease from July 2022. And we paid rent always in time. Beginning of December, I emailed Renters "Hi ****, Just wanted to touch base with you to see if everything is alright with my December 31st last date?" and their response was "Yes they are ok - with you leaving on the 31st - Our inspector will reach out to closer to that date - to schedule an appointment. " This led me to believe that we are good with all outstanding payments as we paid advance and security at the beginning of the lease. Now they have added $280 as late fee for December payment. I truly think Renter's have designed their system in a such a way so that they can make money from their system glitch or tenants' lack of enough knowledge on their systems.

  Business response

  12/15/2022

  Hi,

  I am sorry you are having a frustrating time here.  I took a look at the situation.  We have a strict policy of only waiving one late fee every 12 months.  In your cse, we waived the late fee for you in January of 2022 so your account was not eligible to be waived. In this case, I think it is a reasonable request as it was more of an error in the amount vs non payment.  We appreciate residents that take care of their responsibilities and always want them to have a positive experience with Renters Warehouse.  As a courtesy, I will have the fee waived.  Thank you for your consistent on time payments and have a Merry Christmas.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last May my mother rented the home listed at the above address. At the time that she rented the home we filled out the application with both my mother's any my own personal information. The application was approved and the lease was generated. Now, 6 months later Renter's Warehouse is contacting me claiming that I am one of "2 additional occupants" in the home. They are stating that I am an unauthorized occupant when I was on the original application and provided all of the appropriate personal information for approval. My mom and I are the only occupants. I am 18 years old and my mom pays the rent as I am a student. My mom was approved and I was listed as an occupant on the application as I am her son. This company is now fraudulently claiming that I am not on the lease. This is clearly an error on the side of the business as the application provided all of the background information needed. If the business made an error on the lease they need to correct that error - I have lived in this home since the lease started and provided my personal data on the application which was approved. This is a terrible business to work with and I would caution people not to get involved with this company as these underhanded tactics are the basis of bad business practices.

  Business response

  11/17/2022

  Hello,

  You mother leased the house through another realtor and we were passed the lease to manage the property.  There was no mention of you on the lease at all.  When your mother disclosed to us that you were an occupant, we then requested the information.  It is 100% required that we do a background check on any occupants over the age of 18 on every property.  There was no delay on our part.  We requested the information as soon as we were notified that you lived there.  This is required by every management company that I know.  This is not abnormal, and done to insure all occupants are eligible to occupy the home.  Again, this is a duplicate complaint, which in my opinion is an abuse of the BBB system, and an effort to use the complaint system as a weapon.  It is unfortunate that this is happening, but we will still require you to do a background check.  

  Customer response

  11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18413216, and have determined that this proposed action would not resolve my complaint.  
  While a realtor located the property the lease application, upon which I was listed was done directly through Renters Warehouse.  My mother disclosed that I was an occupant from the initial application and we provided my personal information on the application so that all appropriate background checks could be performed.  Renters Warehouse was negligent in failing to perform any checks and listing my name on the lease.  Now I have again provided my information and been charged an application fee 8 months after we initially applied and paid the original fee.  As a tenant in the home I have standing to raise a complaint - it was the negligence of Renters Warehouse in failing to properly review the application that was submitted directly to their agency.  It is a shame that this company would view a valid consumers concern as a “weapon” when I have every right to raise my business concerns.  Again, the realtor did not execute any lease- we did that directly through renters warehouse and I was on the application.  
  

  Business response

  12/06/2022

  Understood.  Sorry you had to deal with this.  When the leasing agent provided the lease to us, they did not notify us that you were living in the home.  We contacted you guys as soon as we were made aware that you did.  We have modified our process to now always ask any third party agents if there are additional occupants to their knowledge so that we can avoid inconveniencing anyone else in the future.  Again, our intention was not to cause you trouble, but to comply with the rules of the lease.  I hope you understand.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several weeks ago the hot water heater on my rental propert leaked. I contacted Renter's Warehouse that evening and notified them of the problem. The next day they sent someone from ARS to view the defect. The homeowner refused to repair the hot water heater due to price and delayed repairs for over another week. I informed the management group that the water heater was leaking and causing damage to the home. My repeated requests were ignored and the hot water heater not repaired for over a week. During this time the 50 gallon tank leaked out all over the bedroom below. Their contractors were in to assess the situation and took photos as well as thermal images. The carpet in the bedroom absorbed 50 gallons of water and was ruined. After several weeks the management group sent the contractors back to "steam and disinfect" the carpet that had absorbed 50 gallons of water and smelled of mildew and mold. The carpet that was "cleaned" continues to stink and is hard as a rock to walk on. I fear that there is both mildew and mold growing and that it is unsafe to allow my son to use the bedroom. My rent is $2880/month and this type of poor service is simply unacceptable. I would like to see this rectified immediately so that I know that the room in safe to inhabit. Clearly 50 gallons of water cannot be allowed to settle into a very poor grade of carpet and then be steamed out. This is a safety concern and I request immediate assistance.

  Business response

  08/25/2022

  Hi,

   

  I know how frustrating this process has been.  I got with my team and they notified me that the carpet was being replaced.  The owner had preferred to attempt to clean it, but that didn't yield a satisfactory result.  I hope everything is getting back to normal.  

  Customer response

  08/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The management group was informed that the water damage has caused the bedroom door not to close.  No attempt has been made to schedule this repair.  Carpet repair is scheduled for Monday and I will respond upon completion to determine if the job is satisfactory.  The door to the bedroom still needs to be fixed as it cannot close.  Clearly this is a fire hazard and needs to be addressed.

  
  Regards,
  

  
  
   

  
  

  Business response

  10/26/2022

  The door that the Complainant references in their rejection of the original complaint resolution regarding the carpet (which was subsequently replaced by the property owner) was repaired on 10/7/2022. The Complainant responded in writing to us on that same day that the door was satisfactorily repaired.   

  Customer response

  11/17/2022

  Better Business Bureau:
  
  The consumer filed complaint ******** on 11/15/22 that was closed as a duplicate in accordance with our duplicate policy. Below are the details submitted on that complaint. 

  Several weeks ago the hot water heater on my rental propert leaked. I contacted Renter's Warehouse that evening and notified them of the problem. The next day they sent someone from ARS to view the defect. The homeowner refused to repair the hot water heater due to price and delayed repairs for over another week. I informed the management group that the water heater was leaking and causing damage to the home. My repeated requests were ignored and the hot water heater not repaired for over a week. During this time the 50 gallon tank leaked out all over the bedroom below. Their contractors were in to assess the situation and took photos as well as thermal images. The carpet in the bedroom absorbed 50 gallons of water and was ruined. After several weeks the management group sent the contractors back to "steam and disinfect" the carpet that had absorbed 50 gallons of water and smelled of mildew and mold. The carpet that was "cleaned" continues to stink and is hard as a rock to walk on. I fear that there is both mildew and mold growing and that it is unsafe to allow my son to use the bedroom. My rent is $2880/month and this type of poor service is simply unacceptable. I would like to see this rectified immediately so that I know that the room in safe to inhabit. Clearly 50 gallons of water cannot be allowed to settle into a very poor grade of carpet and then be steamed out. This is a safety concern and I request immediate assistance.

  Desired outcome: Renter's Warehouse needs to stop bothering me with this nonsense. If this continues I will be seeking termination of the lease due to harassment.

  
  Regards,
  
  
   

  
  

  Business response

  12/21/2022

  We do not understand why the our response was rejected by the Complainant after reading the Complainant's latest objection. The door that the Complainant references in their rejection of the original complaint resolution regarding the carpet (which was subsequently replaced by the property owner) was repaired on 10/7/2022. The Complainant responded in writing to us on that same day that the door was satisfactorily repaired. All issues have been taken care of by the owner of the property (our client) and the Complainant responded that all was satisfactory.   

• Initial Complaint

  08/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contracted Renters Warehouse (RW) to lease my house as a residence. RW had sole responsibility to vet prospective renters, execute a lease and manage it on my behalf. RW executed a three year single resident lease with the State of Texas Registered Agent for an LLC boarding home business. Her phone number is that of a senior assisted living business. A Google search of her name reveals about 14 related assumed names. See attached file with screen shots of these web pages. I learned of this about 14 months into the lease after the occupants cracked a bathtub, apparently with wheel chairs, and reported wet floors from an unknown source. The insurance adjuster who assessed the damage at about $14,000, called to tell me that it was doubtful that there would be any coverage because the house was being used as a home health care business with multiple disabled occupants and a care attendant. If RW would have conducted two annual inspections per contract, they could have started eviction proceedings before the damage occurred. And, yes, the insurance company did not renew my policy because of use as a business. Per contract, I paid RW extra for eviction service. I immediately directed RW to evict the lessee. RW started the “eviction protocol”, then stopped all action saying they only evict for non-payment of rent. There is no such stipulation in the contract. In short, RW did nothing to evict the lessee as required by contract. At about 24 months into the lease, the ****** ****** ********* office cited the lessee for operating an unlicensed boarding home. The subsequent move-out inspection conducted and filmed by RW revealed about $4,000 additional deliberate damage and *****. Later inspection revealed even more damage of more than $2,000. I have sent letters, including registered letters to Mr. Richard,  president, reporting the situation in detail and asking for help. There was never a response, not even when sent with return receipt required.

  Business response

  08/29/2022

  Hi *******,

   

  I am truly sorry that this situation has happened.  Unfortunately, there are people who are dishonest and misrepresent their intentions in any business. 
  
  We keep notes of all conversations with owners and residents, and I looked at the history of the situation and what happened when we rented the property. The tenant had a credit score within our credit guidelines, and provided bank statements and tax returns. We even have rental history from the last landlord saying all was good. They were approved with a deposit of 1 month's rent. 
  
  Once the tenant was in the property, we did an inspection and sent violations - but it's hard to prove someone is "running a boarding house" if the boarders aren't there. It was a four bedroom house with beds in all the bedrooms.
  
  
  That being said, what we found during the inspection towards the end of this does show they were running a business. And it appears we sent violations and started eviction and then got them out through mutual agreement.
  
  
  Once the inspection was done, things started moving towards getting them out.
  
  
  As far as the damage goes, that's the negative of being a landlord. We could not have stopped that from happening. As you know landlords don't like it but it happens - even with 750 credit score tenants.  I personally own rental properties and have had similar damage done to my homes several times.  It is very frustrating, but again, there was no way for us to know in the beginning. 
  
  
  Definitely a bad situation for everyone, and I wish it would not have happened.

  Customer response

  11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  ***SEE ATTACHED***
  
  Regards,
  
  
   

  
  

  Business response

  11/14/2022

  Please refer to our previous response. Our position has not changed, backed up by 25 months of written documentation of calls, texts, and emails we made on behalf of the Complainant along with the numerous property inspections we performed at no charge (two of which we could have charged but waived to help the Complainant). We followed both Texas Property Code and Texas Law, and did all we could to help the Complainant through a bad situation.

*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. ↩