ComplaintsforReal Property Management Preferred

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  RPM, my property management company, deducted $438.75 for cleaning fees from my account without prior notice or confirmation on September 29, 2023. Despite my explicit instruction on October 12, 2021, that any maintenance work and expenses should be authorized by me. Since RPM claims that the tenant had already undergone professional cleaning when moving out, why does it need to be cleaned again? If the tenant is not clean, they should demand that the tenant bear the cost. I raised concerns about this fee on September 31st, but their explanation only arrived on October 19th, accompanied by photos provided on October 31st. I question the legitimacy of their cleaning work and seek a complete refund for this unapproved fee. On October 20th, they charged me $801.45 for carpet repair. The damage, caused by bleach, was attributed to the tenant, making it their responsibility. RPM, however, settled with the tenant without consulting me and returned their $413.21 deposit on October 24th. If their negligence led to the tenant's failure to identify carpet damage during move-out, the company should bear this cost. Instead of deducting the repair expense from the tenant's deposit, they returned it without my authorization. Moreover, the repair cost for such a small carpet seems exorbitant, even sufficient to replace the entire room's carpet. When the repair cost far exceeded the established limit of $450.00, they did not inform me in advance. Despite my request, RPM has refused to provide the original receipt and details of the work from the supplier. As the property management, when I raised objections to the carpet repair, they actually suggested that I negotiate with the tenant myself. I demand that RPM fully cover the $801.45 carpet repair cost.

  Business response

  12/18/2023

  We reached out to the complainant and agreed to a resolution. We then issued a credit for $801.45. After we issued the credit, he called our corporate office, asking us to credit him an additional $438.75. He then made an additional reply to his original BBB complaint. We find this egregious and unfair. We worked hard to make amends with the complaint but believe he is using the BBB and our corporate office to extort us for additional compensation that he hopes would result in the work that was performed and completed at his property ultimately being done for free, including materials. All work was fair and completed promptly at a reasonable cost. We are considering legal action in regard to his actions of slander and possible extortion. 

  Customer response

  12/20/2023

  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.  
  
  On November 28, 2023, Mr. Brett ***** contacted me, asking that if I closed the complaint, they would arrange a refund. However, I declined this offer, stating that I would only close the complaint upon receiving the full refund. Subsequently, on November 29, 2023, I received a partial refund of $801.45. I promptly inquired about the remaining $438.75 via email. It is essential to emphasize that my original complaint clearly specified a total refund request of $1240.20, a fact reiterated in subsequent communications. My consistent request has always been for a full refund, not a partial one. 
  
  Contrary to Mr. *****' claim of a phone call, I did not engage in any such conversation but communicated via email on November 29, 2023. Due to work commitments, I couldn't answer several calls, prompting Mr. ***** to contact me multiple times. Despite my repeated requests for email communication to resolve the issue, the business has consistently refused to engage through this medium. (Please see attachment of email on ********.)
  
  Regarding the unauthorized deduction of $438.75 from my account, I want to reiterate a few crucial points:
  
  1. In an email dated September 11, 2023, the business affirmed that the previous tenant had performed professional cleaning, and only a light cleaning was necessary before the new tenant's arrival. (Please see the attachment of email ********).
  
  2. The deduction occurred on September 29, 2023, before signing any new tenants, making the cleaning unnecessary.
  
  3. The management company, if needed, can request the previous tenant to redo the cleaning after the move-out.
  
  4. The deduction was made without prior notification or consent, contrary to the terms outlined in the property management agreement signed in 2016 and 2019. And on October 21, 2021, I reiterated in an email that all maintenance work must be carried out with my consent. (Please see attachment of email ********.)
  
  5. The cost of $438.75 far exceeded the professional cleaning fee of $193.05 they quoted to the former tenant when they moved-out, which was both unreasonable and expensive. Assuming this is a light cleaning before MOVE-IN, the cost should also be much lower than $193. (Please see attachment of cleaning fee on make-ready list.)
  
  Requesting a refund for this unauthorized fee is a reasonable and legitimate request. This does not constitute extortion by any means. In light of these points, I kindly request the Better Business Bureau's assistance in ensuring a fair and reasonable resolution to this matter. Your attention to this ongoing issue is greatly appreciated.
  
  Best regards,
  
  Yong *** ***
  
  
   

  
  

  Business response

  01/05/2024

  We reached a formal resolution directly with the complainant. After issuing credits to address the situation, the complainant unjustly turned to the BBB to demand additional payments. This was an unacceptable and manipulative action on his part. We are now actively engaging our legal department to address this matter comprehensively. No further action can be taken at this time. 

  Business response

  01/09/2024

  Sun and I spoke on 11/29/2023 and had agreed on terms to remove this matter. We maintain the rental property strictly following our property management agreement with him and all applicable laws. Without any acknowledgment of wrongdoing, we agreed to pay the complainant the $801.45 credit he sought. It was issued immediately upon our conversation. Once he was officially notified of the credit, he began efforts to receive and extort additional funds from our firm. He’s continued bullying us and utilizing tactics to use the BBB, The Texas Real Estate Commission, harassing our corporate RPM Franchise and other business authorities to have us pay 100 percent of his maintenance costs for his rental property. 

  Customer response

  01/09/2024

  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.  
  
  Mr. Brett ***** called me on 11/28/2023 and assured me that they would arrange a refund after I closed the complaint on BBB. However, I declined and insisted that they arrange the refund first, and then I would close the complaint. I have also sent an email to him on 11/28/2023 (file: email on ********). The total amount of refunds I requested in the complaint is $1240.20, and I clearly listed the total refund amount in my email on November 21, 2023. But they only arranged $801.45 on 11/29/2023.
  
  Regarding the cleaning fee of $438.75, I have clearly explained everything in the complaint. I am not responsible for paying any fees that have not been approved by me. RPM did not inform me in advance of the specific works to be carried out, nor did they provide an approximate cost in advance.

  Given RPM's persistent refusal to refund this fee, it has compelled me to report their unethical behavior of deducting these fees from the client's account without authorization to TREC.
  
  Regards,
  
  
   

  
  

  Business response

  01/26/2024

  The reserve in question is undeniably delineated in our property management agreement, which was signed by the complainant. The terms and conditions regarding the reserve are explicitly outlined within the agreement, and the complainant, by signing the document, acknowledged and agreed to these terms. Furthermore, it is crucial to reference the addendum implemented in 2021, which specifically increased our reserve limit to $450. This addendum serves as a legally binding extension of the original agreement, and as such, it solidifies our authority to maintain a reserve of up to $450. Therefore, it is evident that the complainant was made fully aware of and consented to this provision. Consequently, as per the signed property management agreement and the subsequent addendum, the authority to uphold a reserve amounting to $450 is firmly established and falls within the scope of our responsibilities as outlined in the aforementioned documents.

  Customer response

  01/30/2024

  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.  
  
  1. Please refer to the maintenance and repairs contract we signed. The $350 minimum amount is designated for the owner's maintenance expenses. The management company cannot use this amount arbitrarily; it can only be utilized in the case of "emergency repairs to the property without prior notification and without regulation to the expense limit when Real Property Management determines the repairs are necessary to protect the property or the health and safety of the tenant." However, since the house is currently vacant and no tenants are residing there, cleaning work does not qualify as an emergency situation. Therefore, the management company must notify me in advance and obtain my permission to carry out any maintenance work. (Refer to the details in Attachment Contract 2.)
  
  2. In the optional services section of the contract, I did not select "Maintenance and Remodeling Services". Consequently, all maintenance work must be approved by me. If maintenance and repairs work is necessary, I also have the right to choose other partners to complete the work. (Refer to the details in Attachment Contract 1.)

  Therefore, I believe that this cleaning fee is unauthorized, and they must refund the full amount to my account.

  
  Regards,
  
  
   

  
  

  Business response

  02/01/2024

  The complainant has filed a TREC complaint an an investigation has begun. We can not and will not discuss this matter further in this forum. Please see prior response below:

  The reserve in question is undeniably delineated in our property management agreement, which was signed by the complainant. The terms and conditions regarding the reserve are explicitly outlined within the agreement, and the complainant, by signing the document, acknowledged and agreed to these terms. Furthermore, it is crucial to reference the addendum implemented in 2021, which specifically increased our reserve limit to $450. This addendum serves as a legally binding extension of the original agreement, and as such, it solidifies our authority to maintain a reserve of up to $450. Therefore, it is evident that the complainant was made fully aware of and consented to this provision. Consequently, as per the signed property management agreement and the subsequent addendum, the authority to uphold a reserve amounting to $450 is firmly established and falls within the scope of our responsibilities as outlined in the aforementioned documents.

  Customer response

  02/01/2024

  [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.  
  
  I am aware that the management company has adjusted the reserve amount from the original $350 to $450. However, their unauthorized use of reserves without prior notice to the property owners seriously violated the terms of the contract. 
  
  I look forward to TREC making a fair ruling on this complaint.

  
  
   

  
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a notification that I'm being charged $ 35 for an HOA violation. Reviewing the information that they sent from the HOA, its not a violation its a warning that we will be in violation if the issue isn't corrected in 10 days but the HOA sent them notice almost a month ago. Further the letter from the HOA clearly started that there are no charges for this. What were we in violation for? A trash can being in the driveway on a day that I was off work, cleaning the garage so it was moved outside for a few hours while I was working on things.

  Business response

  11/03/2023

  Dear Better Business Bureau,
  
  This letter is in response to a complaint raised concerning a $35 charge that has been levied as per our lease agreement policy. We would like to clarify our position and bring to your attention the specifics of the lease agreement signed with us.
  
  The $35 charge is stipulated in the lease agreement that our tenant has signed, as a standard fee for any violations pertaining to the Homeowners Association (HOA) rules. This fee is applied irrespective of whether the HOA itself has imposed a separate fee for the violation. 
  
  In the event that the HOA does impose a separate fee, our policy is to charge the $35 fee in addition to the amount assessed by the HOA. This is clearly outlined in our lease agreement.
  
  As stewards of the property, it is our obligation to uphold the terms of the lease agreement to protect the best interests of the property owner. We believe this is in adherence with good business practices, and we strive to ensure transparency and fairness in all our dealings.
  
  We hope this response clarifies the matter. We are committed to upholding the integrity of our contracts and maintaining the trust of all parties involved.

   

  Brett *****
  
  

  Customer response

  11/06/2023

  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.  
  
  The premise put forth by RPM is that this is a violation notice and as the attached notice clearly outlines this would not have been an outstanding violation for 10 days following the “courtesy reminder”. 
  

  The fact that the HOA was not charging a fee only serves to further that point. 
  

  What the lease agreement states as far as charging a fee for a violation is irrelevant, as this did not meet their own criteria for violation to begin with. 
  
  Regards,
  
  
   

  
  

  Business response

  11/10/2023

  Dear Better Business Bureau,

  This letter is in response to the complainant not being satisfied with our original resolution. 

  It is stipulated in our lease agreement, which the tenant signed, that a $35 fee will be assessed when an HOA violation has been given notice. The HOA sent out a notice that there was a violation, trash cans not being stored out of view, and offered a courtesy period to resolve the issue before formal action (fines or penalties) would take place. Once an HOA violation notice has been received, a $35 fee is assessed regardless of the issue being resolved within the HOA's courtesy period. Any fees levied by the HOA, had the issue not been addressed, would be in addition to the $35 fee.

  We understand that the HOA violation was resolved within the HOA's courtesy period, and that no formal action was taken by the HOA regarding the issue. That doesn't change the stipulation in the lease agreement that a $35 fee will be assessed for notice of an HOA violation. 

  As a courtesy, we will credit the $35 fee for this particular HOA violation notice. Please understand that we are not imposing fees that are unsubstantiated. These are in accordance with our obligation to uphold the terms of the lease agreement and to protect the best interests of the property owner. Moving forward, the complainant should clearly understand that in the event of another HOA violation notice, regardless of a courtesy period to resolve the issue, will be subject to a $35 fee.

  We hope this response resolves the matter for all parties involved.

  - Scott ******

   

  Customer response

  11/15/2023

  [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

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a tenant of Real Property Management preferred. I have been without air since last Wednesday. The first day they did nothing. The second day they sent someone out to look at the AC. They told us we needed a part on the AC unit and it had to be ordered. We stayed in a hotel room for two nights and on the fourth night they installed a little portable AC unit, only one, in a two story house. I have been calling to get a second one (the invoice shows we have two but that is inaccurate ) they do not give us a call back. It is record high heat and my child had to go to the doctor this morning and the doctor said she thinks it was heat related fever but could not confirm. They can not expect us to live like this. I would like a reimbursement for the nights in a hotel and this air fixed.

  Business response

  09/02/2023

  Hi, This situation with the tenant was resolved many weeks ago. The parts and the demand for HVAC in the city created a slow down in the repairs to Acs City wide. We stayed in constant contact with the tenant through our notification bureau on Property Meld. The situation is completed. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our AC unit went out on the 15th of July. We placed a maintenance request through the appropriate channels. A technician came by our residence without notice on the 18 of July while no one was home. Shortly after we received an appointment request same day for 12:30pm to 2:00pm. I left work to be there. No one ever showed. The appoint was then rescheduled for July 19, 2023. Technician arrived late and determined that our blower was out. The vendor did not send a quote to be processed and forwarded to owner till Friday July 21, 2023. My wife and I had to daily reach out to RPM (Real property management preferred) to get updates as they were not provided otherwise. The owner wanted a different vendor to come out and access the situation on July 25, 2023. We were told AirTron would come between 12:00pm and 5:00 pm. No technician ever showed. I called AirTron myself around 4:00pm and confirmed that no appointment had be scheduled for my address. It is now July 27, 2023....13 days of NO AC with the majority of the days outside temps reaching or surpassing triple digits. My home is constantly at 97 degrees F. We've sent our kids to stay with relatives. Our daughter who has asthma can't take the heat nor our youngest son who is Epileptic. We've asked for sometime of pro-rate to our rent as we feel we are paying for a dwelling with AC and yet we have spent over half of the month with out the luxury we desired in the property. At this point we do not know what else we can. We pay our rent early or on time and expect reasonable work done to facilitate repairs when needed. We can't afford to get an a attorney. We'd be happy to move out if released from our lease agreement without penalty. We just desire a home to raise our family in comfortably and to not be told that we are line and will just have to wait.

  Business response

  07/28/2023

  Please see the timeline below and you willl see that we did all we could to accommodate the complainant. Meld was submitted on 7/15/23 and RPM assigned the vendor Cool Team the same day. The vendor scheduled for July 17th, and found the AC unit was frozen and rescheduled for the next day 7/18/23. The vendor went back on July 18th and he provided a diagnosis but no estimate. We reached out to the vendor afterwards and we received an estimate from the vendor on 7/20/23 and RPM shared the estimate with the owner that same day. On 7/21/23 RPM reached out to the owner for an update on estimate approval. The owner responded via text stating he will send his own HVAC vendor to the rental property stating the estimate we provided was too high. Owner provided an appt date for 7/25/23 between 12:00pm-5:00pm along with his vendors contact information. RPM relayed this message to the afterhours dispatchers so they may contact the tenant and update of the scheduled appt. On 7/21/23 RPM after hours dispatchers tried calling the tenant but were not able to get anyone on the phone to confirm. On July 22nd one of the after-hours dispatchers were able to get a hold of the tenant and confirmed they are available on July 25 for the scheduled appointment. On 7/21/23 RPM after hours dispatchers were unable to get a hold of the owner's vendor, RPM tried calling the vendor but they we would get their voicemail until we got a machine that said they were now closed.  We made the owner aware of this on 7/21/23. We continued to call the vendor multiple times afterwards and all we could do was leave a voicemail, but never received a call back. Owner replied to us on 7/24/23 at 5:03pm, that his vendor was waiting for our call still and informed us to as for "Emily" the next morning.  We continued to call the vendor that day and the next morning which is when the appt was scheduled for (7/25/23) and ask for Emily, but once again we were only able to get voicemails or leave messages with the front desk and still no reply from the owners HVAC tech. On 7/25/23, we received an update from the tenant that the owners vendor did not show up for the scheduled appt. On 7/25/23 we informed the owner his vendor did not show up and we are still unable to reach out to his vendor or Emily.  On 7/26/23 at 1:01pm the owner replied to RPM and told us to call Emily tomorrow morning. On 7/27/23 the owner provided a different vendor contact name, the owner told RPM to call his vendor again and ask for Destiny. On 7/27/23 Destiny answered our call and confirmed the appointment for August 2. Again, we are doing everything humanly possible to resolve the issue. 
  
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I completed an application for a rental property on 6/1. They told me to make sure i was checking my email because that is how i would be notified about the property. I received a text message saying the property had been taken and did i want to move my application to another one so i agreed. They told me i would be notified by email and to be looking out. I didn't hear anything back so i reached out myself and talked to the real estate agent who couldn't even find my application. I had to go to my email and forward her the email confirmation I received after I paid my application fee. She then told me ok well the property we moved your application to has been taken and would you like to move your application to another one so I said yes again. After a few days of not hearing from anyone I called her back and she told me the leasing office said that I had no credit file. I said well i checked my emails and I have no email reaching out to let me know this and I do have a credit file I just bought a brand new car so they gave me the number to the leasing office and I called and she said yes you have no credit file I said that cant be right so she asked me did i put my correct social security number and i said yes so i asked her could she send me the credit report for Experian that she received and she did and it did say 0. So i went on Experian myself and received a free credit report and it showed my credit score of 648 so i printed it scanned it and sent it to her email and got no response. I received an email from a totally different person saying the property I had switched my application to they decided to go with someone with better credit and income and that my application is valid for 30 days and did i want to move it to another property. If my credit profile is saying 0 why do they keep moving my application to another property? So I email and ask them for an update on this property and the same person that told me i didn't have a credit profile responded back and said again i don't have a credit profile and to reach out to Experian. I reached out to Experian and yes it was validated by Experian I do have a credit profile. Experian themselves was a little weary and told me this sounded like a scam. I replied back to their email and told them I spoke with Experian and I do have a credit file and I will be looking else where. If i am speaking with Experian and they tell me i have a credit profile I am definitely not trusting these people. I am not sure if these people just didn't want to rent to me because I would be a first time renter or what but this has been the worst experience especially because i really need to move. I have to take care of my baby brother because my mom is sick and this is just ridiculous

  Business response

  07/18/2023

  Our policy requires applicants to submit their applications through our secure website, where they provide their information. Upon reviewing Kyrin's application, I identified an error in the name inputted. Her application and credit report indicate that her last name was mistakenly entered as her middle name, and vice versa. Consequently, her credit score was recorded as N/A. Please note that we cannot accept credit reports obtained from external sources, as they may be fraudulent.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This management company is very unprofessional. I contacted them for the last 5 months regarding unnecessary charges & have requested to speak with a supervisor to no avail. I can't wait until the owner of the property I reside in finds another company to manage the property. They charge the owner & myself for the same things. i WILL NEVER DO BUSINESS WITH THEM AGAIN

  Business response

  06/07/2023

  Tenant and owner have never been double charged. Tenant is in a rears, and is being charged a standard monthly fee for renters insurance per the lease agreement, along with applicable late fees for rent. Per the lease agreement tenant is responsible for changing air filters and batteries for smoke detectors. Upon periodic inspection, as agreed per lease agreement, we have found tenant has not been maintaining above items and has been charged for said items to be completed by our inspection team.

  Customer response

  06/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20132092, and have determined that this proposed action would not resolve my complaint.  
  
  I can provide proof that Real Property Management per their statement provided to you has charged me for renters insurance even thou i have obtained my own renters insurance every year I have lived at the property & have provided them with the documents every year when I renew my lease. Regarding the filters, they charge me for filters on a monthly basis knowing that the AC unit in the property only needs to be changed once every 6 months. I have documentation stating this as well. Furthermore on 6/2/2023 I had taken of work to go down to their office to speak to someone in person to resolve my issues. The employee that I initially came in contact with there was rude & disrespectful. I requested a supervisor. Once I was finally able to speak with a supervisor. She looked over my account and determined that I was correct regarding the over charging & she finally credited my account 

   

   

   Regards,
  
  
   

  
  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Do Not rent with RPM Preferred!!! They are just out to get application fees and they only rent to races they prefer. I had to contact them multiple times about my submitted application to finally have them look at it. I submitted check stubs for income, then was asked for 3 months of bank statements, then 1 more month of statements. I was then asked for my last 3 tax returns to prove the same income! I received multiple alerts my credit had been pulled but was then told they could not access the information and no response for days. I called today to be told the app was denied for income ( that was proven) and it was past the 30 days they hold an application. Joe cold not give a legitimate reason why my application was denied. Income was proven multiple time, all references we completed. The house I applied for is still sitting there. But now their screening someone else it’s been over 30 days the house has been there. I paid $125 in application fees on 12/29/2022.

  Customer response

  02/10/2023

  Better Business Bureau:
  
  This letter is to inform you that Real Property Management Preferred has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/7/2023 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  11/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I currently renting I through this company a house. The address is ***** ********** *** **. Houston Tx. I have a couple Complains because I really think how they handle situations is really unfair and they overpriced everything. I have been here for almost a year and half. I signed another 2 year agreement in which I REGRET SO MUCH. This has been so much hell dealing with this company. I suggested to them some walls needed to be repainted, some closet doors that was already broken when I moved in needed to be fix, windows blind, I been having issues with the toilets that won’t flush, in which I have list and proof of everything that happen. They said something’s will be paid by the owner some by me in which I felt it was unfair since I been here for a year something’s needed to be retouch. This house is old and it hasn’t been taken care of correctly. I wish I would had seen all the defects before moving I. But how can we right? So they came and send some workers to fix some things and repaint the walls I still have pictures how BAD THEY JOB WAS. Still charging me 545 dollars out of pocket for something that they didn’t do right, the closet doors broke off again. The walls are half way painted and we still having toilets issues especially the one in the master room. Now, on the November 24 I noticed that the hot water was not working and my dryer stop heating. I reset the braker and did everything I could had done before calling the emergency line after hours. I am currently pregnant as well, I had to call the emergency line and left 3 voicemails. No call was returned. Until I called this morning and they answered spoke to Armando explained to him everything I told him I did all the troubleshooting and needed a vendor to come out because it’s been 3 days with no hot water. They told me to call Center Point. I also did that and they stated it had nothing to do with them. Now they assigned a Plumber who said they booked until Tuesday. I found someone who could do it

  Business response

  11/28/2022

  Our phone records show the tenant first called RPM on 11/25/22 at 1:44 pm through our office line. We had sent out an email informing tenants that the office would be closed on the 24th and 25th of November for Thanksgiving. The email notified tenants to submit maintenance requests via the portal when the office was closed. The tenant moved in on 6/18/21 all the bedroom walls had been painted during the make-ready process completed at the beginning of June 2021. As the walls had been painted before the tenant moved in, and the tenant requested the bedroom walls be repainted after one year, the tenant was responsible for the cost. She had been informed of this when first requesting the bedroom walls be painted. Chat messages show she understood she would be charged and agreed to the price, and on 9/27/22, The repairs the tenant mentioned were completed on 10/3/22. She has never contacted RPM to complain about the standard of the repairs. The closet doors that have 'broken off again' have never been reported to RPM. Neither have the 'toilet issues. The tenant has been notified to submit repair requests via the portal, as it is the quickest way for us to be aware of repairs and assign vendors. RPM created a Work order on 11/26/22 and assigned a vendor. The vendor didn't accept, so it was reassigned to a second vendor today; they accepted within minutes. The vendor received the meld today at 8:01 am. At 8:04 am and 8:16 am tenant messaged, saying to cancel as they wouldn't be home all this week. Due to the nature of the repair request, we initially assigned a plumber. Further communication with the tenant resulted in us discovering an electrician was needed.

  Customer response

  12/01/2022

  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.]
  
  Regards,
  
  
   The reason why I’m not satisfied is because the work that was done was not good at all. I provided pictures that even when they came and fix it it still look bad. I have to pay almost 500 dollars and something for job that wasn’t done correctly is not fair for me. I also did a survey about it and spoke to Karen and still nothing was done. They came back and supposedly fix the issue and still looks bad. The toilets still are troubleshooting. This house is very old and every time something is going on there’s always saying there’s a fee if the tenant did it. They wouldn’t be no issues if things were done correctly and they would do inspection every year to check on the house. Again like I said the house is very old and a lot of things are having issues now. Now we did t had no water for 3 days and I got the email that says IF ITS EMERGENCY PLEASE CALL THE NUMBER SINCE THE OFFICE WILL BE CLOSED SO THEREFORE THATS WHAT I DID. NO CALLED BACK BACK UNTIL I GAVE A CALL BACK ON THE 3rd day and they created and order then I was trying to explain to them everything and they told me it was going to take awhile I assured them that I had done everything I. The troubleshooting also I’m a mother of 4 and was currently pregnant at the moment. I was speaking to Armando then I first spoke to Jesse I think…. Then my friend came and checked and said it was the braker I called Armando back and explain to thin that as a matter of fact they assigned me a Plumber which I spoke to and he said what was going on and he wasn’t gonna be able to come until Tuesday that’s a long time after not having water for 3 days… he said I needed an electrician so when I told them I had found one they told me it’s a fine and etc and I needed water asap. I have children with me as well and YES I CANCELLED THENORDE BECAUSE I WAS INDUCED TO THE HSPPITAL THIS WEEK. I also have proof of me getting induced leaving Monday night there was no point of having someone come out that day if I wasn’t going to be home. 
  

  Business response

  12/12/2022

  As previously stated, the tenant moved in on 6/18/21 all the bedroom walls had been painted during the make-ready process completed at the beginning of June 2021. As the walls had been painted before the tenant moved in, and the tenant requested the bedroom walls be repainted after one year, the tenant was responsible for the cost. She had been informed of this when first requesting the bedroom walls be painted. Chat messages show she understood she would be charged and agreed to the price, on 9/27/22.   The tenant did complain and submit photos about the  standard of the painting on 9/30/22. The vendor was sent back to redo.  They did  say they were unhappy with the quality of workmanship on 10/3/22 but never uploaded the requested photos. Since then the tenant has not contacted us regarding the painting.   If they submit photos showing the quality of the painting, we may offer a credit. 

  Customer response

  04/10/2023

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   We should be compensated for the times we have been renting. This whole house IS OLD. We got charged for late fees, we had to pay someone to come look at our AC. We also had electricity problems and comes to find out the boxes were BURNT! Is either they need to compensate us for our rent money or we should be able to move out in the 6 months to find another place to move.
  

  
  

  
  

  Business response

  04/14/2023

  We have concluded the matter with the tenant. 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Real Property Management Preferred has managed my rental property for a few years. I have not been happy with them, especially the inflated price they charge for repairs but because I live out of state I’ve dealt with it. However, my actual complaint stems from a situation with my former tenant who was eventually evicted. About 8 months prior to the eviction he paid a few months of his rent via credit card. After these payments he stopped paying all together. Probably 2-3 months later while still living at my property I was informed by RPMP that he was protesting the charges. Once he was out of my rental on August 31, 2022 I was informed that they were holding me responsible for the $5000 in reversed credit card charges that they accepted from the tenant. After speaking with my attorney, there is no way that the charges should have been reversed in the first place had RPMP provided documentation (lease agreement) that the tenant actually lived at the address in a timely fashion. I paid them monthly fees to take care of my property, to select tenants, to collect payment etc… and they failed miserably. Now, not only are threatening to place a lean on my property if I don’t pay them $5000, but they’re unlawfully refusing to return my keys and garage opener,; which is preventing me from getting my place ready to rent… Thus preventing me from making any money! Their issue is with the credit card company, not me. I’m trying to resolve the issue civilly, however I’m totally prepared to take it to the next level if it that’s not possible.

  Business response

  10/14/2022

  The tenants were in rent arrears at the beginning of 2022. By 3/4/22 they owed $4133. The tenant stated making payments via a bank card. We are unsure if it was a credit or debit card as the site says debit/credit card. Card payments made on 3/17/22, 4/28/22 and 5/31/22 were reversed on 7/19, 7/20, 7/21, 7/22 and 7/23. We received no prior notification from the tenant's credit card company advising us of the reversals. When we notified tenant on 7/21/22 that a payment had been reversed, the tenant responded, "Sorry what??? How is that possible?" When we notified the tenant that other payments had been reversed on 7/26/22, he replied, " We are having issues with our bank acct and fraudulent charges so our payments were returned.  We are in communication with our bank and will get the balance corrected as soon as humanly possible." Tenant stated that the dispute was not on his behalf, the bank just did it. As we never received anything from any financial institution informing us of any disputed payments, we were unable to contest the reversals. We only have the last 4 digits of the tenants card on the electronic transactions. As the reversals were between 2-4 months after we had paid the owner, their account is in arrears. The owner received the rental payments therefore their account is in arrears. We request terminating owners clear any outstanding balance before we hand over the keys. We do put liens against properties when terminating owners have outstanding balances as we will not be included when/if tenants outstanding balance is passed to a Collection Agency. We are prepared to permit the owner to pay RPM $2500 to receive the keys. We will put a lien against the property for the outstanding balance of $2500. We will not accept a card payment as the owner has informed RPM that they will pay via card then reverse the transaction once they have have the keys.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or around August 17,2022. We had a power surge occur which blew most of our lightbulbs,fried our coffee pot and two fans. We had to stay in a hotel after calling the fire department for burning smell. We came back next day.... apparently someone was in our house..still don't know who...took down our kitchen light and left it unrepaired. We paid out of our own pocket to replace the kitchen light,the coffee pot and one fan.Noone ever told us what happened or why. We shouldn't have had to spend all that money on the house (rental) electrical problem.

  Business response

  09/19/2022

  Tenants at *** & *** N ******* reported power outage on 8/17/22 8:28PM and 8:29PM respectively. The tenant at *** called New Mexico Power Company, the company responsible for electricity generation, transmission and infrastructure. The tenants at *** N ******* were informed that it appeared to be a surge and to contact the power company. The tenants at *** never got back in touch. They never submitted a maintenance request for the light fixture. The power surge was beyond our control.Tell us why here...

  Customer response

  09/26/2022

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,If Real property Management looks in their maintenance request records, you will find that we did request a kitchen light replacement but we're told it was our responsibility. The faulty (it looked like a string of Christmas lights) wiring installed in the kitchen before we moved in should have been repaired and/or replaced at our first request.
  
  
   
  

  Business response

  09/30/2022

  Residents moved in 10/1/21 light reported 6/13/22 here's the light, reported half strip light was out. They were asked if it was electrical and they were responsible for bulbs, said they'd 'fix themselves' never got back in touch to request light be replaced as issue hadn't resolved.

*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. ↩