Complaints

This profile includes complaints for Real Property Management Preferred's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Real Property Management Preferred

  9234 Cypress Creek Pkwy Houston, TX 77070-6208

  
• 

  Real Property Management Preferred

  9234 Fm 1960 Rd W Houston, TX 77070-6208

  

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:03/03/2025

  Type:Order 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 received a disposition letter that included numerous illegal charges. I was basically charged for all normal wear and tear. I was charged more than the allowed 12% in late fees several times. I was charged for removing a refrigerator that was mines (I have proof of text messages with the original owner). I was charged for $85 initial late fee compared to the $50 written in contract. I was charged for ceiling fan strings that are clearly attached in the photos provided. The disposition letter includes miscalculations, which are outlined in photos.I left the property in very good standing, no damages created by tenants, photos of proof provided.This behavior has caused me and my 9 year old daughter to be displaced due to extremely high late fees.When I expressed my concern to Real property Management, I received an email from ****** requesting me to dispute the charges.

  Business Response

  Date: 03/10/2025

  The total amount owed is $4,586.46, which includes unpaid rent, late fees, notice fees, and damages.
  Unpaid rent, late fees, and notice fees: $3,087.85
  Security deposit received: $1,522.00 (applied toward unpaid rent)
  Remaining balance owed: $3,064.46
  Attached is the move-out report, which provides detailed documentation, including pictures, justifying the necessary repairs and charges. The home was not left in acceptable condition, requiring work to restore it. Below is a breakdown of the move-out charges:
  
  Move-Out Charges Breakdown
  Kitchen:
  Paint (4) walls - $123.55
  Paint (2) door interiors - $41.18
  Replace mini window blinds - $14.16
  Living Room:
  Paint door interior - $20.59
  Replace pull chain (2) ceiling fans - $12.87
  Paint (4) walls - $123.55
  Hallway:
  Paint (2) walls - $61.78
  Bedroom (Left):
  Paint door interior (Entry) - $25.74
  Replace pull chain (2) ceiling fans - $12.87
  Clean ceiling fan - $6.44
  Paint (4) walls - $123.55
  Bedroom 2 (Right):
  Paint (4) walls - $123.55
  Bathroom:
  Tighten toilet seat - $3.86
  Paint baseboard - $12.87
  Additional Charges:
  Professional house cleaning - $193.05
  Fridge replacement (damaged beyond repair, fridge is not in the home, fridge is missing) - $499.00 (no maintenance report was made when tenant was there)
  Make-ready coordination fee - $100.00
  All charges are accurate and cannot be reversed due to the condition in which the property was left. 
  Please refer to the attached move-out report for photo evidence supporting these charges.
  Should you have any further questions, feel free to reach out.

  Customer Answer

  Date: 03/11/2025

  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.  
  
  This company continues to disregard Texas tenant laws on what a tenant can be charged for on normal wear and tear.  I am demanding ****** and Real Property Management to prove that the photos provided by tenant upon move out exceeds normal wear and tear.  I have attached a document explaining the definition of normal wear and tear.

  I am demanding that ******, Real Property Management, releases the date and time that an investigation was conducted with the Owner **** to confirm that **** had the refrigerator removed from the property by maintenance man *****, and that tenant caused no damages to the refrigerator.

  The broken tile listed in report as damages are the same broken tiles identical to the broken tile on the kitchen counters that was documented as previous damages before tenant moved into unit.  I am demanding ******, Real Property Management to prove that tub tile was damaged by tenant.  

  I am demanding ******, Real Property Management to prove that tenant damaged any floor tile or baseboards in the unit by providing photos of property condition before tenant moved in.

  The report stated that the A/C and heating units where not in good standing and filters were not changed.  Real Property Management never provided the correct size fitting for the units even after I sent an email explaining that the filters did not fit.  Tenant removed and cleaned off filters as best as possible.

  I am demanding ******, Real Property Management to prove that baseboards were initially providing in the kitchen area where they are claiming tenant damages to based boards and tile.

  I am demanding ******, Real Property Management to prove that the dishwasher was in a better condition prior to tenant moving into the unit.  Tenant never used the dishwasher system.

  I am demanding ******, Real Property Management to explain the miscalculations in late fees on the disposition letter.

  On the day tenant received keys to unit, tenant was greeted by owner **** who advised tenant that he was the owner and to reach out to him the unit had any issues.  **** also advised tenant that he has a maintenance guy named ***** who will complete anything that needs attention in the unit.  **** provided tenant with **** and ***** number and instructed tenant to call him for maintenance and repairs.  I have attached both contact numbers as proof to this complaint.  I am demanding ******, Real Property Management to prove that tenant was not instructed by owner **** to contact him or his worker ***** for maintenance issues.  If an investigation has not been conducted between **** and ***** to prove who has possession of the refrigerator, I am demanding one to be completed ASAP.

  I am demanding an explanation of why ****** has bullied me several times to pay an excess of 12% in late fees numerous times.

  I am demanding credits back to my account for all access late fees paid in advance.

  I am demanding a explanation on how $1552 was deducted from a final payment as a deposit when I went through obligo and wasn't required to pay a large deposit.

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 03/11/2025

  I'm reaching out to address the complaint submitted by ****** ****** regarding the move-out fees associated with her previous residence at *********************************
  
  We understand how important clarity is in these matters, so below is a comprehensive overview of the charges and the remaining balance due:
  
  **Total Amount Owed: $4,586.46**
  This includes:
  - Unpaid rent, late fees, and notice fees: $3,087.85
  - Security deposit received: $1,522.00 (applied toward unpaid rent)
  
  **Remaining Balance: $3,064.46**
  
  Attached, you'll find the move-out report which outlines the necessary repairs and includes photographic documentation indicating the condition of the property when Ms. ****** moved out. Unfortunately, the home was not left in satisfactory condition, which required us to incur additional costs for restoration. 
  
  **Breakdown of Move-Out Charges:**
  
  **Kitchen:**
  - Painting (4 walls): $123.55
  - Painting (2 door interiors): $41.18
  - Replacing mini window blinds: $14.16
  
  **Living Room:**
  - Painting door interior: $20.59
  - Replacing pull chain on (2) ceiling fans: $12.87
  - Painting (4 walls): $123.55
  
  **Hallway:**
  - Painting (2 walls): $61.78
  
  **Bedroom (Left):**
  - Painting door interior (Entry): $25.74
  - Replacing pull chain on (2) ceiling fans: $12.87
  - Cleaning ceiling fan: $6.44
  - Painting (4 walls): $123.55 
  
  **Bedroom 2 (Right):**
  - Painting (4 walls): $123.55 
  
  **Bathroom:**
  - Tightening toilet seat: $3.86
  - Painting baseboard: $12.87 
  
  **Additional Charges:**
  - Professional house cleaning: $193.05
  - Fridge replacement (damaged beyond repair, and the fridge is missing): $499.00 
  - Make-ready coordination fee: $100.00 
  
  All of the charges have been carefully reviewed and accurately reflect the work necessary due to the property's condition. We kindly ask that you refer to the attached move-out report for further details and photo evidence supporting these charges.

  Customer Answer

  Date: 03/12/2025

  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. 

  I am not paying more than the agreed upon amount which is $380 x 4 weeks.  If real property management is unable to abide by our agreement then I would like to pursue this claim in smalls claims court.  I would like to the judge to investigate who has possession of the refrigerator and the all illegal late fees and charges.
  
  
   

  
  

  Business Response

  Date: 04/16/2025

  ****** previously resided at ************ but fell behind on her January rent payment, along with an outstanding balance from December, which ultimately led to her eviction. 

  She has since moved out, and we have completed the disposition process.

  I have attached the initial disposition for reference. However, **** ****** disputed certain charges, including the fridge charge, late fees, and repair costs. After reviewing her concerns and speaking with the homeowner, it was confirmed that the  homeowner had removed the fridge last year, as **** ****** provided proof of this. 

  As a result, I have adjusted the disposition, removing most late fees and the fridge charge.

  All other charges remain accurate and will not be removed.  

  For further clarity, I have attached the following documents:

  • Move-Out Report detailing the homes condition.
  • Revised Disposition Statement.

  If you have any further questions, please let me know.

  Best regards,

  ***** *****

• Initial Complaint

  Date:02/19/2025

  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.

  Repeated Service Failures for Heating Unit - Rent Reimbursement- Release of Lease Contract. Today is 2/19/25 and maintenance has yet to be sent to my unit. Its 30 degrees in my apartment. Ive contacted you numerous of times and yet I have received a response from the initial email I sent on 1/27/25. Its been a total of exactly ************************************** has come to make the repairs to my heater. Today 2/19/25, I received a text message that Maintenace will arrive on 2/24/25- 35 days later from the initial request. I have contacted your office on multiple occasions to schedule repairs on 1/19/25. I received a call to be squeezed in on 1/20/25 and was informed that by the time I got home by 2pm my unit wasnt going to be serviced. On 1/23/25 maintenance was sent to the residence without notification. I informed you that I wasnt home and maintenance wouldnt be able to enter the unit, as per your policies it requires to be present for the work order. I received a message on 1/24/25 that maintenance was going to be sent within 45 mins without sufficient notice after informing you on 1/23/25 that I was going to need a 2 hour window to commute back to the residence. This 2HR window is crucial as I am employed and require sufficient time to travel back to the residence. Today is 1/27/25 and I yet to have my heater repaired. These repeated service failures have resulted in: My heating unit remains inoperable due to missed appointments. I am forced to take unplanned leave from work to accommodate unexpected service calls, impacting my productivity and income. I am requesting reimbursement $1250 of rent for the last 30 days and ongoing failure Landlord obligations. ******************* $318.99. I am requesting to exercise my resident rights to be released from this lease as the landlord has failed to make the repairs in my unit and has failed to contact me for now 30 days. I am requesting the Landlord release of contract due to negligence.

  Customer Answer

  Date: 02/20/2025

  Address ******************************************

  Resident name: ******* ****

  Business Response

  Date: 03/10/2025

  The tenant has decided to move early. We have applied full ETFs. The matter his closed. 

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This property management company charges outrageous on repairs, don't reply to emails, no estimates given on a repair etc. Even lease is signed 20 days earlier then last moment shows emergency to fix the house showing emergency. Communication of necessary repairs is very weak here and estimates of repairs are not given at all or sometimes it is outrageous. Those repairs are in an emergency with the clause of moving in not happening. those kinds of conditions provided which are extremely unprofessional even though prospective tenants signed a lease 20 days ago. The 11811 Chetman drive, unit B was vacant since October. This company took forever to fix and sign up a lease with one tenant they found. I spent $5000 on deck and never approved for a deck repair. Also, I spent money on carpet and house cleaning. Below charges are unreasonable. Below charges without any communication: Additional repairs meld:$555.75 Deck repair Valve and hose leaking repair Primary bathroom right sink water does not turn off/valve House cleaning: $222.30 Carpet cleaning: $321.75 Main water valve leak repair: $585.00 This is a property management company. But do not communicate, do not give estimates and show emergency when tenant is about to move in. and charge outrageous

  Business Response

  Date: 03/10/2025

  We met with the compliant in our office and settled the matter. 

  Customer Answer

  Date: 03/10/2025

  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.]

   

  Talked to RMP personal. But they are not going to reimburse charges. They said they will consider communicating. But some charges are still not clarifying on a statements as well. It is mentioned as make ready repairs not specified which is very confusing.

  RMP did not reimburse some charges such as carpet cleaning, house cleaning. There were charges on 12/20 for house cleaning($222.30), carpet cleaning($320.75), additional repairs($555.75), and ready repairs($220.51). I had already done carpet cleaning and house cleaning. I did not authorize those charges. Please take those charges off my account. Also what are additional repairs and make ready repairs? Clarify on this one please. Also, I have not heard anything from previous concerns as well ( Lease termination fee -$737.50 on 10/31/24, management fee $100.73 on 10/31/24 and make ready coordination fee $75 on 11/8/24).
  
   
  
   

  
  

  Business Response

  Date: 03/11/2025

  I spoke with client and she is coming into our office this month to discuss a resolution. 

• Initial Complaint

  Date:12/16/2024

  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.

  Hired RPM Preferred to manage our home while moved out of state for 1 yr. Failed to manage home charging $250 in first 2 months of toilet mold + stain due to no monthly check ups as they stated. Had to call cops x2 to verify no squatters in due to alarm system & RPM failing to comply w/ communication alerting us of tours happening. Failed to alert us in Feb. 2024 - July 2024 of tenants failing to pay rent on time = we found out on 07/12/24 for the 1st time. I had asked to switch pods due to RPM failing w/ the original pod & constant attitude given by pod to my husband and I. Failed to collect the last months rent until the week of move-out & gave 0 help nor advice on how to proceed w/ the tenants. They didn't have all keys + garage openers as promised on day that we moved in & said "charge the tenants for a locksmith." RPM Preferred kept all rental late fees, lease violation fees, & fees for credit card for rent payment @ 100%. We didn't okay the credit card, however they did. Stated per semi-annual walkthrough that 0 cats (lease violation) in home, house was in "great condition," we took possession in 12/2024 & house reeks of cat pee & we will have to redo all of our vinyl + carpet. We have spent over $5,000 in less than 2 weeks making repairs on immediate items that needed to be addressed. This isn't including needing to re-carpet the upstairs due to stains all over carpet, cat pee smell, & redoing the downstairs vinyl due to holes throughout & smelling like cat pee, & being sticky. We were left to continuously manage this house while residing in another state, set phone reminders to check status of ongoing issues, check the status of our rent being paid, all while RPM sat back to collect funds while doing nothing. I have several videos of our home that I can send if requested, our house was brand new & we only lived in it for 1.5 year, it will now never be the same due to this company failing to do what they say they will do.

  Business Response

  Date: 12/19/2024

  To Whom It May Concern,
  
  This email provides clarification regarding the $250 charge and additional information related to the tenant's history.
  Cleaning Service Charge ($250): Not Mold/ staining 
  The $250 charge was for cleaning services completed prior to the tenant’s move-in. The property had been vacant for some time and required cleaning to be move-in ready.
  We hold $450 as reserved funds to cover necessary expenses. Since this cost fell within that limit, the cleaning was completed to welcome the new tenants, as they had specifically requested this service.
  This arrangement was discussed with the owner after the service was completed, who agreed to split the cost between RPM and the owner. Supporting documentation is attached for reference.
  Alarm System During Showings:
  The alarm system was to be disabled during showings as part of standard practice. Owners are informed during onboarding that showings will occur while the property is vacant to secure new tenants.
  Tenant Rent Payment History:
  The tenant consistently paid rent on time until May, when the payment was late by five days. This delay is noted in the attached ledger.
  For June, the tenant’s late payment was communicated to the owner via email. Please see attached below.
  Security Deposit and Move-Out Process:
  As discussed with the owner, once the management agreement is terminated, the owner is responsible for handling the security deposit disposition and move-out process.
  If the deposit does not cover damages, the owner can choose to send the tenant to collections, file in small claims court, or pursue another route. This was clearly communicated, and the owner agreed to these terms.
  Last Month’s Rent and Eviction Decision:
  The tenant’s rent for the last month was collected late. An eviction was not filed to avoid delays, as the owner was scheduled to move back into the property on 12/02 and owner agreed and even questioned if they can take the rent from the deposit.
  RPM Preferred successfully collected all rent payments during the tenant’s occupancy in the property.
  Throughout the management period, RPM Preferred maintained consistent communication with the owner via email and phone. Every effort was made to ensure transparency and to address any concerns promptly. Regarding the keys we handed the keys to the owner on 12/02 as promised the tenants did not bring the key until 12/03, the garage remote was left in the property by the tenant. 
  Please find all supporting documents attached, including email communications, the ledger, and the owner’s agreement confirmation.
  Should you have any further questions or need additional clarification, please feel free to reach out.
  

  Customer Answer

  Date: 01/03/2025

  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.  
  
  [Both my husband and I aren’t satisfied with the business response as this is a lie. We were advised to have our home rekeyed & cleaned prior to them taking it over & provided both the cleaners receipt (see attached) & keying costs. RPM Preferred then chose to redo these options to which we shouldn’t have been charged. I’ve also included screenshots of every late tent payment starting prior to May as they claim. We will gladly scan & attach every single email as they weren’t open with their end of communication & we were the ones to consistently stay up on matters. We will push for a refund as this business is a joke.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 02/04/2025

  I am writing to provide you with clarification about the $250 cleaning service charge and to share information related to the tenant's history.
  
  **Cleaning Service Charge ($250):**
  This fee was incurred for cleaning services performed prior to the tenant's arrival. The property had been unoccupied for a significant period and required thorough cleaning to ensure it was ready for them. We hold $450 as reserve funds for necessary expenses, and since the cleaning cost was within this limit, it was carried out to accommodate the tenants' request for a move-in-ready home. This arrangement was later discussed with the property owner, who agreed to share the expense between RPM and themselves. I've attached supporting documents for your review.
  
  **Alarm System During Showings:**
  As per standard procedure, the alarm system should have been deactivated during property showings. Owners are informed during the onboarding process that viewings will take place while the home is vacant in order to attract new tenants.
  
  **Tenant Rent Payment History:**
  The tenant reliably made rent payments on time until May, when the rent was five days late. This delay is documented in the attached ledger. The owner was informed via email about the tenant's late payment for June, which you can also find in the documents attached.
  
  **Security Deposit and Move-Out Process:**
  As agreed with the owner, upon termination of the management agreement, they became responsible for handling the security deposit and the move-out process. If damages exceed the deposit, the owner has options to pursue the tenant for the outstanding amount through collections, small claims court, or alternative methods. This information was clearly conveyed and agreed upon by the owner.
  
  The tenant's payment for the final month of rent was received late. Rather than initiating an eviction—which could have caused delays—we chose to note that the owner intended to reoccupy the property on December 2nd and inquired about the possibility of utilizing the deposit for rent. RPM Preferred successfully secured all rent payments during the tenant's occupancy.
  
  Throughout this management period, RPM Preferred ensured consistent communication with the property owner via email and phone, making every effort to maintain transparency and promptly address any concerns. As promised, we handed the keys over to the owner on December 2nd; however, the tenants did not return their keys until December 3rd, and they left the garage remote at the property.
  
  Please find all relevant documents attached, including email correspondence, the payment ledger, and confirmation of the owner's agreement.
  
  If you have any further questions or require additional clarification, please don't hesitate to reach out.
  
  Warm regards,  

• Initial Complaint

  Date:10/10/2024

  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.

  Mold issue, ac ducting Two rooms haven’t been getting proper air conditioning for over a year. Problem hasn’t been fixed. Mold issue came about 2 months ago and NOTHING has been done about it except that landlord said it wasn’t their problem.

  Business Response

  Date: 10/21/2024

  We're glad to inform you that your issue has been successfully addressed and resolved. Our team has worked diligently to ensure that the issue has been thoroughly examined and taken care of as well. We appreciate your patience while we ensured everything was handled appropriately.
  
  If you have any further questions or require additional assistance, please don’t hesitate to reach out. We’re here to help!
  
  Thank you for allowing us the opportunity to serve you.
  
  Best regards,

  Brett

• Initial Complaint

  Date:10/04/2024

  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.

  Dealing with this company has been an absolute nightmare. RPM is a shoddy rental management company. I have been a tenant for almost 2 years and have paid my rent on time every month. During hurricane Beryl the home I rent sustained a lot of electrical damage. They did not do the repair for almost a month and only did so when I threatened to break the lease. I received a credit for the month of August. Our agreement was that the power would be restored by a certain date. It was not so I was issued a $42 credit for 1.5 days of rent. I also incurred a service fee from Centerpoint because RPM asked me to call them out and the issue was with the house. I received a $109 credit for that both which appeared on my account in September and was to be used for October's rent. I paid the full balance that is due, the portal does not allow you to put in any other amount other than what is due. However I received a letter today saying I short paid $42 and they have now charged me a letter fee and late fee on my account. This is unacceptable. I have been more than patient when dealing with this company. I would suggest anyone who is looking to a rent a home avoid this slum lord like the plague. The reviews on their website are all AI generated as they love to misrepresent themselves. No one EVER answers the phone.

  Business Response

  Date: 10/21/2024

  Thank you for taking the time to share your experience with us. I sincerely apologize for the difficulties you’ve encountered during your time with RPM, especially concerning the electrical issues and the subsequent communication challenges.
  
  I want to clarify that the $42 credit was indeed issued but was not automatically applied to your account, which unfortunately triggered the letter stating a short payment. I completely understand how frustrating that must have been for you. I’m pleased to let you know that we have brought this matter to our accounting team’s attention, and I can confirm that the letter fee has been removed. Your account is now showing a zero balance, which means you are up-to-date with your payments.
  
  While we appreciate your concerns, I must clarify that additional compensation is unwarranted given that the credits were applied to your account; however, we remain committed to improving our processes to better serve our tenants. We value your patience as we resolved this issue and are dedicated to providing you with a better experience moving forward. 
  
  If you have any further concerns or questions, please don’t hesitate to reach out—we’ll make sure to get back to you promptly!
  
  Thank you for your understanding, and we hope to regain your trust as a valued tenant.
  
  
  Warm regards, 

  Brett *****

• Initial Complaint

  Date:08/22/2024

  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.

  On August 8th, 2024, I reached out to a Realtor Naoul ******** about a property located at *** ***** ****** *** ******* ** ****** We arranged for me to come and do an in-person tour on Friday, August 9th at 12:45 pm. Friday, we met, and I toured the home. It was not the cleanest, but Naoul stated that the home would be thoroughly cleaned and yard mowed. I went to the main office and was greeted by Bianca ****** walked me through the process. Before leaving I stated that I needed to move no later than Friday, August 16th, 2024, and had two requests, 1-that the home be cleaned, and 2-if I could exchange their dishwasher for one that I had. Bianca explicitly told me that and I quote "All our homes are cleaned before the tenants move in." end quote. By Wednesday, August 14th, 2024. Bianca contacted me, Naoul, and even Jay ********, the leasing coordinator, to tell me I was approved. We finalized my move in/pick up keys to be Friday August 16th between 3-5pm. Friday (8/16/24) Bianca met me and gave me a receipt and the keys for *** ***** ****** **. I immediately asked her if it had been cleaned and yard mowed. She quickly reassured me that it was all done. When I entered the house there were dead bugs, foul scent from the half bath, smoke alarm beeping and the garage full of trash. I called the office at 4:53 on that Friday 8/16/24.I called and texted photos to the realtor. It took me over two hours to walk through and complete the inspection form. Since Monday I have been calling and texting and sending emails barely any response. ******** property manager reached out on Monday and have not heard from her since. Brandon *****, another property manager texted and emailed about when could he call me, within 10 minutes or less I responded to both and told him now. That was 8/21/24 at 8:27am, I called and left messages for him two twice during that day. I still have not heard anything.

  Business Response

  Date: 09/27/2024

  Thank you for bringing your concerns to our attention. First and foremost, we sincerely apologize for any distress or disappointment you faced during your move-in process. Our intention is always to provide our tenants with clean and well-maintained homes, and I understand that you did not have the experience you expected and deserve.
  
  However, it’s important to clarify some key points regarding your concerns. As a property management company, we do have established protocols for cleanliness and maintenance, but we also have to abide by the terms that we discussed during the leasing process. We found out that you chose to hire your own vendor for cleaning after moving in. Subsequently, when you requested reimbursement for that service, we were unable to accommodate this request, as it had not been discussed or authorized prior to your action. 
  
  Regarding communication, we strive to respond to all inquiries as promptly as possible. It seems there was a miscommunication within our team, and I understand how that can be frustrating, especially as you were trying to resolve your concerns. Your satisfaction is critical to us, and I’m truly sorry for any delays in our response. To address some of the specific issues you encountered upon moving in, we take matters like odor, pest control, and general cleanliness very seriously. Rest assured, we’re actively reviewing our procedures to ensure that this does not happen again in the future. Additionally, I encourage you to report any ongoing issues or maintenance needs to us immediately. We have a system in place designed for prompt escalation and resolution of such matters.
  
  Lastly, I want to emphasize that withholding rent as a response to these matters is not a legal course of action. I understand how overwhelming situations like these can be, and we are here to facilitate your experience positively without escalating into legalities. Please know we are committed to resolving your issues amicably and efficiently.

  Customer Answer

  Date: 10/01/2024

  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.  
  Your excuse for the lack of cleanliness is not good enough. I am will uphold my part of the lease agreement, however just to inform them that your policy and work ethics are very poor. It was agreed before my move in date that the proprtey would be cleaned(it was NOT) and yes I did hired my own cleaning service because I moved in on a Friday evening when the office was closed for the weekend, I refused to live or move into a filthy home. So the issue should not be that I did not get prior authorization before I hired my cleaners, the issue is that you knew my day and time of my move in and therefore you should have held up your end and have the home cleaned for move in. As of today I am still in need of someone to come and remove the 6 wasp nets that are still at my front door, remove the trash left in the garage, fix the garage door that is not work and the list goes on. So again it has nothing to do about me paying for the cleaning of the home, its about poor managment on your part. 
  

  Regards,
  
  
   

  
  

  Business Response

  Date: 10/01/2024

  I must clarify some inaccuracies. First, it is standard procedure for our team to conduct a thorough cleaning before a tenant’s move-in date, and we have clear documentation that this was completed. If you chose to hire a cleaning service without prior consultation, that was your decision; we were unaware of any issues at that time.
  
  Furthermore, your assertion that the garage door was not working at move-in contradicts our maintenance logs, which indicate that it was fully operational prior to your move. We take the concerns about the wasp nests and trash seriously and are committed to resolving those. However, it is important to note that we were not informed of these issues until well after your move.
  
  While we value tenant feedback, it's essential to address facts accurately. Our team is dedicated to providing a clean and safe living environment, and we will continue to address maintenance requests in accordance with our established protocols. If there are any ongoing issues, please report them directly to our office.

   

  Customer Answer

  Date: 10/02/2024

  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.  
  
  I have no need to falsify any statements. You stated that a thorough cleaning was done before my move in date. Not correct because I have pictures showing what the home looked like the day of my move in. Please check the Appfolio website that you gave me to submit my move in concerns. Also the garage was not only noticed by myself but  also the gentleman you sent there 3 days later to look at my move in list for repairs. He checked the garage, and commented on the trash left in the garage because we were unable to remove it out because the door would not open. Please let me know if you need photos because I do have them. All I am saying is that the home was not cleaned for move in ready, even though it was stated to me more than once from Bianca and all Noala that it would be when I last communicated with them. And you also stated that I did not inform you of the trash and wasp nest. These were all communicated with Noala when she gave me the tour and again I was assured that they would be taken care of and clean. Therefore after moving in and I noticed that it was not done, I needed it to recognized and cleaned, but still it has not been done. 
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:08/09/2024

  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.

  I am a renter and the property is managed by real property management preferred- I pay 1,760/mo. During hurricane berryl 7/8/24 we experienced damage to the home and I submitted maintenance request the same day. They have since closed out the work order without completing the repairs. We also are experiencing a water leak from the upstairs restroom that I reported on 7/9/24 and has not been repaired. It is now causing a health and safety concern due to potentially causing mold from leaking over a period of time. This is not the first time I reported the leak; however, it was not fully repaired when I first reported, they only regrouted the shower tiles.

  Business Response

  Date: 09/04/2024

  Dear BBB,
  
  Thank you for bringing your concerns to our attention, and I sincerely apologize for the challenges that our tenant had been facing regarding the repairs in the home. We take these matters very seriously and are committed to providing a safe and comfortable living environment.
  
  I want to update you all on the situation regarding the damage from Hurricane Beryl and the ongoing leak in your bathroom. 
  
  1. **Hurricane Damage:** The roof repairs have been completed, and I appreciate your patience throughout this process. The owner has opted to use their vendor for the necessary tree and fence work, and we are actively supporting them during this transition.
  
  2. **Ongoing Bathroom Leak:** I understand that the leak in your bathroom is causing concern. I assure you that Joni and TTK are scheduled to visit your property on Thursday morning, September 5th, to thoroughly assess the current condition of the bathroom, including the leaks and any implications they may have on health and safety. We take mold concerns very seriously, so your safety is a top priority for us.
  
  3. **Previous Repairs:** Concerning the previous work done, we responded to the initial repair request, and I want to clarify that the recommendation to regrout was made with the intention to mitigate the leak at that time. Unfortunately, as you mentioned, the circumstances changed with the recent storm.
  
  Please rest assured that we are actively working to resolve these issues, and I will personally ensure that we keep lines of communication open during this process. Your satisfaction is important to us, and we appreciate your feedback, which helps us improve our services.
  
  If you have any further questions or need additional assistance, please feel free to reach out to me directly. Thank you for your understanding and cooperation as we navigate these repairs.
  
  Warm regards,
  
  Brett *****  
  COO  
  Real Property Management Preferred

• Initial Complaint

  Date:07/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company listed a home online, that was listed in good condition. Upon viewing the home, the house is demolished. The roof is caving in, insulation falling out, mold, rat infestation, black mold/mildew. Hoarding/squatting situation within the home. It is assumed this home has been sitting abandoned for years. My husband and I are getting out of the military. And moving back to Texas. I am a disabled service member. This home was supposed to be where we were going to reside after our contracts end from service. The property managing company posted false photos of this home in amazing condition. When in reality this home is uninhabitable. And poses a huge health & safety hazard. We are set to move into this home July 22nd, have already been accepted back in June. And have paid for the security deposit. After my husband and I saw the condition of the home. We contacted the property management company ASAP (Monday July 1st) The property manager insisted to give them time to “fix up” the home before move in date. As I do understand this makes sense, and we indeed are waiting. I want this addressed before hand. Mold growth cannot be fixed in 20 days, nor can a roof falling in, or a rat infestation. I am requesting for the house to be inspected soon: as is. In this condition. Neither myself or my family can afford to live in a home that may cause grave damage to our personal health. The company stated we cannot terminate our lease unless we pay out, including 2 months rent on top. I believe this goes against Texas rules. To list a home lying about this condition. When it goes against Texan uninhabitable laws and conditions. My husband and I would greatly appreciate any help we can get from this. This company knowingly listed a home, lying about its condition. Knowing the home was uninhabitable. And is now expecting a family to reside in a home that will cause major health & safety concerns. Address of home: **** **** ** ****** ** *****

  Business Response

  Date: 07/31/2024

  Hi,
  
  We appreciate the opportunity to respond to the recent complaint filed by Blake and Billy regarding their experience with our property listing for the home listed as "coming soon." In response to the concerns raised in the complaint, we would like to provide further context and clarification on the situation. It was clearly communicated to Blake and Billy that the property was not yet available for viewing due to ongoing preparations following the previous tenant's move-out.
  
  Despite our advisement to wait until the property was ready, Blake and Billy chose to access the home without authorization while it was still undergoing preparation. We regret any inconvenience this may have caused and acknowledge the importance of ensuring that our properties are in optimal condition for viewing. We take pride in our commitment to providing high-quality properties and exceptional service to our tenants. The restoration work on the property has since been completed, and we have attached photos for your review, showcasing the property in its current state.
  
  Upon their decision to cancel the application, we promptly refunded both the deposit and the pet deposit to Blake and Billy. We understand their concerns and assure them that our primary goal is to ensure a positive experience for all our tenants. We do not compromise on the quality and readiness of our properties, and we prioritize the well-being and satisfaction of our tenants above all else. We remain committed to upholding the highest standards of professionalism and service excellence in all our interactions.
  
  Thank you for your attention to this matter, and we appreciate the opportunity to provide this response.
  
  
  Sincerely,
  
  Brett Moses 
  COO 
  281-975-****
  ******************

  Customer Answer

  Date: 08/01/2024

  [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 ********.

  I would like to clarify on my behalf, that my husband drove by the home: upon reaching the mainland. And saw the condition of the home from driving by. And it was stated by Jay and relator Komal that they "had no idea this was the condition of the home." After we had called immediately after seeing the home demolished from driving by within the neighborhood. The photos of the hoarding situation were easily visible from the broken down garage door, as you can see right inside the garage due to the garage door being broken down completely. The photos provided were easily visible from the outside of the home within public view. The neighbors next to the home had spoken to us as well.  Again, this did not sit right with us. After seeing the false and old photos of the home on the rental listing. Those were not accurate, as it showcased the home in good condition. We saw the real condition of the home on July 1st, and was set to do a walk through on the 14th. We were not comfortable, as we felt as if we were lied to by this company and the involved parties. Serious damage like this, cannot be fixed in such a short manner. (the issues this home had: pose great health risks) I do not think anyone in this situation would be comfortable or pleased, had they'd been in our shoes. If you would not be comfortable in this situation, set to live in this home: then its probably not acceptable.

  I do appreciate the outcome of this situation. And I do appreciate us receiving our refunded security deposit. As this has set us back greatly in our process of transitioning and had caused grave stress on our end.

  Thank you for taking the time to reply Brett. I am glad everything was figured out on both ends.
  
  
  
   

  
  

• Initial Complaint

  Date:11/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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.