ComplaintsforReal Property Management Preferred

• 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.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a problem with my sink since April 12, 2022, and it has not been resolved yet. I have been a tenant for 6 years and signed another 2-year contract. My upstairs bathroom sink is clogged started on 04/12/22. The neighbor clogged his sink too and that clogged ours as well since they are connected. I contacted real property management cause they are hired by the landlord and a plumber came out. The plumber broke the neighbors drain but our sink was fixed. Then our neighbor had his people come out and fix his sink the next day. Since that happened ours was clogged again. I contacted them again on 04/14/22 and few days later they cancelled the meld. They have been dragging me back and forth and telling me all kinds of excuses between the contact with HOA and the homeowner . They needed the neighbor’s information and I got it for them and that did not help. I am tired of going back and forth. I tried to contact everyone myself but it’s not working out. Every time I contact them, they come up with an excuse. My sink is still clogged for almost 2 months now and nothing was done. I don’t want to fix it and then be stuck with the bill. Thank you for your understanding

  Business response

  06/17/2022

  We can't replace his sink without accessing the neighbor's, and we can't get in touch with the neighbor, the HOA, or the neighboring unit's homeowner to finish the repairs. Our tenants side is not the source of the problem. We're attempting to collaborate with the next-door neighbor. They have not responded to our repeated efforts. 

  Customer response

  06/22/2022

  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,
  
  
    I just want to understand how they couldn’t get in touch with the tenants and the owner of unit 6 since april 2022.  is this possible? It is almost 3 months. For me they are not making any effort to solve the problem. Since I started the complain for the sink , I have talked to 3 different managers. And every time I have to tell the story from the beginning. None of them resolve the issue. 
  

  Business response

  07/01/2022

  RPM was initially informed of the drain situation for **** *** ***** ** by the tenant on 4/24/22. We were informed it is a drain issue in connection with upstairs unit #6. RPM continued communicating with the upstairs tenant and had to get the HOA involved to communicate with the owner of unit #6. After multiple calls to unit #6 upstairs and their vendor also inspected, it was determined it was indeed an HOA drainage issue.

  
  We constantly called and emailed the HOA for an update on the drain repairs but were told they could only communicate with the owner, whilst in the past, they were able to communicate with us. Immediately we notified the owner to contact the HOA for a request for repairs. This went on for days, weeks, and now months. During this time, we assigned a plumber in hopes of helping the situation be more manageable for the tenant of unit #7. Still, we confirmed once again the issue is the drainage with the building, and as multiple other units' drain lines are connected, it was out of his hands. We kept the tenant in unit #7 updated on this as we continue to have the owner reach out to the HOA. The HOA would not resolve the drainage issue and would "No Show" on their scheduled date. On 6/29/22, we received an update from our owner; she had received an email from the HOA stating their vendor had been unpredictable, and they were going to see what could be done. The HOA sent a new message 1 min later saying they were having the whole system flushed.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My BBB Menu Find local businesses for Real Property Management Preferred Property Management BBB accredited business What do you think? Add your review. 5 Customer Reviews Sort By Review from****** * * star 05/11/2022 This company has the worst customer service. I moved out of the property that they manage back in mid February and it took over 30 days for them to complete my security deposit disposition. I was beyond surprised to receive a bill, in additon to my $1,050 deposit being withheld for an additonal $1,400 in repairs. The charges included itemized items for painting the entire home, including base boards, cleaning the carpet, a make ready coordination fee, etc. My two children and I lived in this home for almost three years and normal wear and tear should be considered in this case. Originally i was able to speak with a Kasey ****** who informed me that I could complete a dispute form and after my past experiences with their inability to communicate or always being in meetings, I had my attorney draft a dispute letter requesting a refund of my deposit minus the few items i know needed to be repaired after i moved out. A certified letter was mailed to this office and receieved on April 4th. The letter advises that i cannot be held responsible for wear and tear and cannot be expected to make the home ready for the next tenant. RPM denies ever receiving this letter or the second letter that was sent. I emailed the letters to Kasey ****** on 05/06/2022 with no repsonse and no confirmation of receipt. Both letters request a response by May 4th. If I call from my cell phone they don't answer but if I call right after from another number they will pick up which leads me to believe that they are avoiding my calls to resolve this matter. When I am able to speak with someone they either advise that they cannot speak with me even though the letters from the attorney specify that they can or they tell me that Hailee ******* is in a meeting and will call me back every

  Business response

  06/14/2022

  Hello,

  Our Operations Director has been in touch with the complainant and offered to reduce her balance owed to us and make her account at 0. The complainant has not responded after several days. 

  Customer response

  06/15/2022

  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 as this doesn't take into account the entirety of my security deposit that I am asking for a portion to be returned to me. I did respond to their email and advise that I am not accepting their proposed resolution as they are continuing to charge me for things that are by law considered to be wear and tear after living in the home for a few months shy of three years. I am not responsible for making the home ready for the next tenant and/or repainting the entire home. I would like the requested portion of my security deposit to be returned to me or I am going to proceed with filing a small claims suit.This issue has been ongoing since February. Completely unprofessional and unacceptable. Regards, ****** ******

  Business response

  06/17/2022

  We believe that we have extended the maximum credits and have been more than fair with the complainant in regard to the condition in which the property was left. We brought her account zero as a gesture of good faith and to move on from her occupancy. We regret that she feels more should be done by our company. However, we have exhausted our credits and the amount of money we can extend to h especially considering the er. Please refer back to the responses for the reasons that we have come to this conclusion.

  Customer response

  06/22/2022

  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. To date, my online account still shows a balance due of $827.40. I find it difficult to understand why you are withholding my entire security deposit despite the majority of the charges being for items that are by law considered wear and tear. I lived in the home for almost three years and for you to charge me to repaint the entire home is absurd. I will be moving forward with filing with the courts.
  Regards,
  ****** ******

  Business response

  07/25/2022

  We have processed her dispute three times. We even brought her account balance to zero in an attempt to resolve this ongoing situation. She is liable for the damage done to the property. The unit was brand new when she moved in and required extensive repair after she moved out. We have submitted many images of the visual damage and can not extend further credits to the prior tenant.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of a rental property being managed by Real Property Management Preferred. I live out of state, and I feel therefore, I’m being taken advantage of. I have tried to contact RPMP’s office numerous times and have gotten no answer. I have attempted to email the account manager and manager of operations and haven't gotten any response in over a week. I don't know what the status of my property is after being told that there was a maintenance service request. RPMP sent a vendor to my property, and I've asked for the plumber’s contact information on several occasions, but all my concerns have been dismissed. I receive vague responses via a "chat" message portal used for maintenance service request. The chat messages from the portal report there have been attempts to call me, but I have no evidence of missed calls or voicemails. The current tenants are in violation of their lease agreement, and I now have deed violations with the Homeowners Association because of it. RPMP is aware of these deed violations and yet, I still have no follow ups on this matter. On numerous occasions, RPMP has sent their vendor out to make repairs despite my request to contact my own home warranty company/ vendor and I have been charged unjustly because of this. I feel that RPMP fails to properly manage my property and their lack of communication is very unprofessional, clearly showing they lack ethical responsibility to uphold their end of the agreement.

  Business response

  03/11/2022

  This former client has spoken with many members of our team on numerous occasions, Including our Broker-Owner, Business Development Manager, Director of Operations, Controller, Maintenance Coordinator, Maintenance Director, Customer Service Advisor, and Our Customer Service Director. We have communicated thoroughly. The former client has a pattern of claiming misdirection and lack of communication even when she spoke with one of our employees for many minutes on lengthy phone calls to detail precisely what is happening. She’s had completed those calls and called back immediately to speak with a Supervisor and inform them that she could not reach anyone. For this reason and almost borderline harassment, we elected to significantly reduce her termination fees and cease our management of her property. We have gone above and beyond to clarify and explain all issues of concern with the former client. We have closed her account and consider the matter closed.

  Customer response

  03/13/2022

  In my defense, the allegations made by RPM are erroneous and totally absurd. It is disturbing to learn how far they will go to cover up their devious ways. I have proof of everything that I claimed in my original complaint. It is a fact that they intentionally neglected to respond to my emails and phone calls for several weeks. I attached proof that I am indeed the one who terminated my agreement with RPM on 02/25/2022, approximately 3 days after I initiated my claim with BBB for lapse in communication and failure of resolution. Please see attached email of my intentions to terminate, not the other way around as stated by RPM in their rebuttal to my complaint. RPM also stated they significantly reduced my fees, which is another fraudulent claim. They not only charged me fees for the last month of the contract, but also took $450.00 for a camera diagnostic that has a median cost of $350. I did not dispute the charge because I am absolutely fed up with RPM and want nothing else to do with them. I have nothing to hide but do want consumers to know that this is a shady company with cruel intentions.
  

  
  
  Regards,
  
  Sarah M. ********
   

  
  

  Business response

  03/15/2022

  We stand by our original response to the complainant. We believe that we have whole heartedly acted in her best interest and even reduced termination fees in order to make amends. We can not issue any further refunds or credits to the complainant. We are no longer managing her property and the issue is closed. 

• Initial Complaint

  02/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  These people are trying to charge me $4,000 to paint and clean the house. Literally paint the whole house. All 4 rooms, 2 bathrooms, hallways. Wash room, kitchen, and cabinets. Each wall a separate charge. They sent me over 5 pictures as "proof" that I owe them that much money. I filed a disagreement letter which they replied that they weren't going to change or drop any charges. Their worker Juliet was suppose to contact me to see if they would give me an extra month January before moving out. She didn't do so, so we had to leave in a rush and had no time to properly clean. Also charging me to pressure wash the drive way when we did that before leaving. They are also trying to charge me pest control, ( I filed meld in 2018 for holes in the roof outside to this day still there) animals made their way into the garage because of their failure to fix the meld now they are charging extra for this. They are charging me for 3 windows when only 1 window was broken. The one on the door. Oh they also charged me to paint the door. Also charging me for removing an alarm system that was already there when I moved in. Twice! They are keeping my whole $1,700 security deposit. And adding charges totalling to a little under $4,000. I also spoke to Juliet and asked her about my mail, she said they were throwing out my mail because it's personal property and it's in my lease that they can throw out my stuff. When I told her that was a federal crime and just because it's in the lease doesn't mean it was legal she back tracked and said I hadn't been getting mail there. These people are scammer and have no morals nor empathy for someone that has almost never been late. ( I was late 1 time) they charged me 3 times to fix a drain disposal. Also had to put up my own mailbox because they never fixed that meld either. They're trying to charge me for fixing their garage when it was almost falling when I moved in. Paint and all. FRAUDS!!!

  Business response

  03/23/2022

  The former tenant only had a $1900 amount due from her SD upon move out. Not sure how she came up with $4k. I've attached the SD Dispo, along with her lease that clearly shows the instructions on what is required upon moving out of our properties in the lease agreement. Upon reviewing the dispo, looks like she failed to follow the guidelines. 

  Customer response

  03/23/2022

  Out of the 3 thing they attached you can only open one. Ridiculous. Total thing I'm being charged for is less than 10 dollars short of $4000. If I'm only getting charged what they're saying, they can take it from my security deposit if $1,700.

  Business response

  04/26/2022

  Hi. All three documents open fine when downloaded. We stand by the charges levied. At the time of her move out, the former tenant owed only $1900 to her SD. I'm not sure where she got $4k from. I've attached the SD Disposition as well as her lease agreement, which clearly states what is expected when moving out of our residences. After looking over the disposition, it appears that she did not comply with the guidelines in the lease agreement.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Real Property Management Preferred ("RPM") has charged myself and other tenants absurd move out charges that go against Texas Property code as many of their charges consisted of "normal wear and tear". Myself, Courtney *****, and Charles ****** moved out of our property, **** ******** **** **** *, on 7/31/2021. Approximately one month later on 8/30/2021, we received an inaccurate bill from RPM stating that we owed them $2,757 for various repairs. I immediately sent an email on 8/30/2021 at 10:46 PM to Joni *********** (Broker) and the Customer Service Desk explaining each charge that I did not agree with and why I would like to dispute the charge. On 8/31/2021 at 4:28 PM, I received a response email from Ruth ******* (Accounts Payable) that they received my deposit dispute email and they will be further reviewing the move-out charges on my account. She asked to allow up to 30 days for a response. On 9/7/2021 at 9:17 AM, I followed to Ruth's email and asked for an update, needless to say no one responded back. 30 days came and went and I NEVER heard back from anyone from RPM. Today, I received a phone call from Hunter ******** attempting to collect a debt on behalf of RPM. My issue is that RPM never reached back out to acknowledge my dispute or provide a resolution. They only sent the account to a collection agency without my knowledge or ANY notification. I was notified by the debt collector that my account has been with them since November of 2021. Additionally, RPM does not answer their telephone at all! RPM is extremely unprofessional and money hungry. They have no way of backing their charges up.

  Business response

  03/04/2022

  The former tenant did not follow the lease agreement. There was great damage to the property during their residency. Specifically, There was pet damage in every room to trim, doors, carpet, and vinyl floor. Please see the Disposition and images attached to this rebuttal. In addition, the tenant has been turned over to collections, we are not allowed to speak with her at this time. She will need to deal directly with Hunter ******** at this point. ***** ***************************************************************

  Customer response

  03/13/2022

  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.  
  
  While I am not denying that there was some damage done by my dog to the apartment, I am denying the landlords response because they have GROSSLY overcharged for the damage that was done. If you compare the pictures they provided with the absurd list of charges they provided, the charges do not add up by any means. I have taken my pet deposit of $1050 and tacked on over $1000 worth of additional charges that are not included in the pictures or accurate. I also paid $50 in monthly per rent during the course of my 2.5 year lease. They failed to respond to my dispute while it was still in their hands after they told me they would respond within 30 days. They sent my account to collections without notifying me.

  
  
  Regards,
  
  
   

  
  

  Business response

  03/23/2022

  We have clearly stated the position and proved the damages done to the property by tenant. We stand by the charges and the pictures.

  Customer response

  03/25/2022

  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.  
  
  Just as the business stands by their response, I stand by my complaint. Yes, the pictures they provided of damage are from my pets, however, those are not the charges I am disputing and that was made clear to them via email where I clearly listed out all the absurd charges I was disputing and none of them were related to the photos they provided. Not to mention, I paid a $1,050 security deposit and a $300 per deposit upping move in. Additionally, I paid $50 a month in pet rent each month during my lease. The issue here is that this company has incorrectly charges for normal wear and tear that tenants are not responsible for. On top of that upon submitting my dispute to the company the same day I received my bill from them, they never responded to my dispute after they told me to allow them 30 days to respond. They ignored my phone calls and follow-ups to my dispute. They then sold my account to a debt collection agency without my knowledge or without responding to my dispute. In the attachments, you will see my email to them clearly stating the charges I am disputing, their response to my initial dispute email, my attempts to follow up on dispute, and their lack of response to my dispute. This company is robbing tenants and creating charges for “damages” that do not exist and are considered normal wear and tear according to the Texas property code. Not only did they take my full deposit of 1,350, but they are trying to take an additional 2,469.50 from me and that is absurd! For example, they claim they replaced the carpet in the home for 1,826.24, but they also charged me an additional 287.50, for a carpet cleaning. If they replaced the carpet with new carpet, then why am I being charged a fee for cleaning the carpet? Not to mentions the home was only between 1500-1600 square feet and the carpet was only upstairs, which makes up about 700 square feet of the home, so to say it cost them 1,826.24 to replace the carpet without proof of receipt is absurd as well. I would like this company to be held account for their actions in charging made up damages and being non responsive and sending this charge to a debt collection agency which in the end has adversely affected my credit.
  
  Regards,
  
  
   Courtney ***** 
  

  Business response

  05/10/2022

  The former tenant left Inventory form mostly blank and no cleaning receipts were turned in. It is important to note  that Courtney ***** was the very  first tenant to live in the property after completed construction. The condition of the house when the tenant  was one of the worst that we have seen. All charges justified. Tenant was emailed and mail “Tenant Move Out Cleaning Guidelines” on 6/10/2021. The Final disposition was completed 8/27/2021 – see attached.

  Customer response

  05/13/2022

  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.  
  
  Real Property Management Preferred keeps trying to justify the charges that I disputed by basically repeating the same thing. The is issue is the Real Property Management is trying to make money off of former tenants by including unnecessary move out charged that tenants are not responsible for such as normal wear and tear like repainting walls (because they chose to use the cheapest of cheapest paints). Additionally, the issue is that Real Property management NEVER responded to the charges I disputed even after notifying me to allow them 30 days for a response that they never gave. RPM instead sold the “debt” to a collection agency without any notification or written notice. They are simply doing bad business. RPM is stuck on pet damages that incurred of which I have already accepted full responsibility for, but they cannot back up all the additional charges that they are claiming. Additionally, I paid a pet deposit and $50 each month in pet rent. What exactly does the pet rent go towards? They can’t justify that either. Isn’t the point of a pet deposit and pet rent to cover pet damages? Also, I provided the credit bureaus all my documentation and this has been settled and the amount requested by RPM is null and void. However, I would still like RPM to be held accountable for their unethical business practices not only to myself, but other tenants as well. RPM has an active lawsuit against them with another tenant they have done this to, and I am sure this will not be the last. 
  
  Regards,
  
  
   
  

  Business response

  06/02/2022

  We have throughly reviewed the complaint in its entirety. We stand behind our last statement and believe that there should be no refund or credit due the the former customer. 

  Business response

  06/17/2022

  We have resolved the issues with the complainant. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RPM provided estimates for all the Make-Ready (MR) items for tenant leasing. The “MR” items were then shared with me and authorization of work for certain items were approved and paid in full on 11/11/21. It was understood and agreed with RPM on the items that would be done for the Make-Ready. RPM then billed me again at the end of the year on 12/30/21 stating that they did additional Make-Ready bits and “light” cleaning. When I asked what additional “MR bits” were done which I did not approve, they stated they addressed two items: electric breaker filler plate install and securing of the dishwasher. I had already paid for the electric breaker filler plate install as part of the payment on 11/11/21 therefore double charge. As for the dishwasher, it was agreed with RPM that this would not be done but they are stating they did it anyway and included in the bill. As for the light cleaning, my husband and I had hired a cleaning agency to do a deep clean of the property on 10/11/21. My husband and I also cleaned the property and were not expecting the property to be cleaned again. RPM is stating that they did a light clean and billed me. There is no transparency and lack of communication from RPM. They are breaching agreements which were made and double billing. I had also setup home warranty which RPM took all info and stated they would use. Instead they are using their preferred vendors to do all the repairs without checking if there is coverage for the repair because they get rebates back from their preferred vendors. The cost billed to me is higher than estimates provided by outside vendors. RPM is also charging me for trip visits to the residence of $75/trip but higher in my case of $86.25. This was never disclosed in any contract I am requesting to null and void the contract between RPM and myself given RPM is not doing their due diligence to manage my rental property nor acting in my best interest. Yelp, 1.5 rating out of 5 from 27 reviews

  Business response

  01/14/2022

  We credited the client for the electrical plate, as that was incorrectly charged twice in the amount of $4.03. Although the dishwasher absolutely needed securing and it is within the agreed-upon management agreement terms to repair it with reserve funds, we also credited back $23.00 for this item as well. An unsecured dishwasher is a safety hazard, and it is our job to protect our client and the investment. After explaining the need for the repair as well as the purpose of reserve funds over the phone (which gives RPM the right to complete repairs without owner consent in the amount of $450.00 or below), the client let us know that moving forward, she wanted to be notified of any repair before we act on it, which we agreed to.
  
  The client completed a cleaning of the property all the way back on 10/11/2021. This cleaning was completed prior to repairs being done at the property. RPM had the home cleaned again on 12/2/2021 before a tenant was scheduled to move in on 12/9/2021. After several weeks of being vacant and having showings and repairs done, the home needed cleaning again. The new tenant is expected to have the property professionally cleaned upon moving out. It would be unfair to charge a tenant for cleaning if the property were not thoroughly cleaned at move in. Again, because a cleaning is under $450, and this occurred prior to our conversation about notifying the client of each maintenance item, it was within the terms of our contract to proceed with this to ensure the tenant had a positive experience at move in.
  
  We have a specific way of working with home warranty companies regarding repairs. If an owner has a home warranty, we always check if we can use it before assigning one of our vendors. Not all items are covered under warranty. Items such as a cleaning of the property or securing a dishwasher would not be covered under a warranty.
  
  There was mention that there is a lack of communication from RPM, yet we have 15 recorded calls lasting an average of 15 minutes a piece with the client and 59 emails between the client and her Customer Service Advisor alone since mid-November.
  
  There are endless vendors to choose from, but RPM prides ourselves on our Preferred Vendors who are all licensed, bonded and insured and we stand by them, as they have done quality work at a fair price for our clients for many years.
  
  The delay in the make-ready was due to the client’s specific request to hold off on completing our make-ready repairs until her personal vendor replaced the back door. These instructions were received in an email from the client 11/4/2021. The client’s vendor scheduled to complete the back door repair 11/17/21. 
  
  If an owner requests a visit to a property that is outside of our regular leasing trips, we do charge a fee. This is normal business practice, as we must pay for employee time and mileage to travel to the property.
  
  Because the client was not satisfied with our original photos, we did as she requested and took new photos of the property.
  
  We have spent a lot of time adhering to the client’s various demands in an effort to make her happy and feel secure about the management of her home, yet she has continued to insult us and make threats to decimate our business. We do not operate this way nor condone the mistreatment and name calling of our staff. We agree with the client that it is best at this point in time that we go our separate ways. We wish her nothing but the best in the self-management of her home and we will do our best to ensure the termination process goes smoothly.
  

  Customer response

  01/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and decided to terminate the contract with RPM effective January 7th, 2022. 

  Lesson learned - Read the reviews posted by others on BBB and/or other sites before signing a contract with a business.   

  RPM continues to operate in the same manner though the same type of complaints have been filed against them.  I can't understand why a business doesn't try to improve knowing that their clients have levied multiple similar complaints against them and believes RPM is not upholding their fiduciary duty. 

  To go into the specifics per their response to me -

  They have failed to credit me for the double charge on the breaker filler plate and have failed to credit me $23 for securing of the dishwasher.  They have proceeded to deduct the full amount of $230.  They communicate one thing but constantly contradict what they state they are going to do.   Refer to the owner's statement which shows no credit but reflects the full $230 debit (attachment Jan 01, 2022 to Jan 10, 2022.pdf).

  They have stated in an email that which I have attached that the cost to terminate would be 50% of the first month's lease and a termination fee which is 3 months of management fees (12.9% of rent) which is $812.70.  They have already deducted for January their management fee and 50% of the first month's lease.   I believe they will proceed to charge me an additional 3 months to terminate.  Again this is contradictory to what they state in their communication. 

  They are not providing any service to me.  They have completely stopped responding to any communication from me. 

  RPM was supposed to drop off the garage remotes to the tenant on the date of move-in but they failed to do this.  The tenant called me asking if I can inquire with RPM.  Given that RPM was not answering any emails or phone calls from me, the tenant reached out to RPM.  They had told the tenant that they would drop off the remote on the day of move-in but did not.  It was only after multiple emails from me and leaving them phone messages and the tenant calling them that they dropped off the garage remotes 4 days later on January 11th post the tenant's move-in.  

  Any Customer paying for a service expects a level of satisfactory performance in return and fiduciary duty to be upheld.  RPM has FAILED over and over again in this respect.  I am hoping for a fair and equitable resolution to be reached.

   

  
  
  Regards,
  
  
   

  
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this property on 2/1/2021. The refrigerator in the home began to have problems keeping my family’s food cold. I called repair department and I was told that I would have to the initial repair cost to have someone come look at refrigerator. The repair issue wasn’t resolved. The owner of the home sent out his warranty company. The warranty company looked at the refrigerator and determined that could be repaired/ ordered the necessary parts. The parts came the refrigerator still didn’t operate properly. My food is spoiling and molding. I had to purchase a cooler and ice daily to help keep some of my food cold. I asked property management company to remove the refrigerator so I can purchase a new one or sit this one out for trash. Management company stated they wouldn’t pickup the refrigerator and I couldn’t remove it from the property. The warranty repair man came out 2 to 3 times at least monthly before making the decision to remove the refrigerator. This process started in April 2021 , ending July 2021 when refrigerator was removed. I went a total of 4 months without proper refrigeration for my families food. I want reimbursement for the money I spent on food that molded each time I was told that the refrigerator was repaired and the cost of the large cooler I purchased. I’ve contacted several people with this Management company and no has responded regarding my concerns. The last person I emailed was Maria Lynel Agdeppa regarding this issue. She only responded regarding the lease renewal. My lease is up in February2022. I can’t stay in a home where no responds to your inquires and the rent is increasing 375.00 monthly/ 4500.00 for the next rental year. I don’t understand. Signed Confused

  Business response

  01/31/2022

  We are sorry that the complainant feels the way that she does. We have performed all necessary duties regarding the issue that she was having with the refrigerator. Her Lease Agreemnt clearly defines what we are responsible for and what we are not responsible for. As stated, Without receipts and written verification of said goods, we could not credit the tenant groceries even if it was prudent for us to do so. In addition, the tenant failed to communicate or give us the proper access to resolve this issue. 

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On or before September 25 there was an annual inspection the gentleman informed me that he was going to take a picture of the crack that was on the counter top of the master bathroom so that they are aware of the crack I informed him that was fine and can he also take photos of the wall that is also cracking in the master bedroom after a few days I get a text msg requesting repairs to be done on the counter me knowing how this property operate if you accept repairs you are responsible for paying and under the circumstances that I did not cause this I refused and requested for someone to call me regarding these repairs after numerous calls I finally gotten in contact with a customer service rep and addressed my concerns and also spoke with the head of maintenance and address my concern he said he would look into it I’ve sent pictures and ask them to send me something stating that that countertop was not like that before move in nothing has been brought to my attention as I informed them that that crack was their upon move in and I will not be paying for something that I did not cause there has been alot of back and forth and no concrete solution after a month go by I receive another text msg on November 17 stating there is an estimate of the amount of $826 for repairs that I’m responsible for regarding the crack in the countertop when calling this office you can’t speak to a manager and things never seems to get resolved and there are always surprised fees that you never are aware of this property is poorly managed and I need to discuss issues and my concerns with someone power than the workers this is not fair and I want something done and done consistent

  Business response

  12/23/2021

  We are gathering the pictures to reevaluate the situation with this customer. Please respond to my direct line at ************. Thank you. 

  Customer response

  12/30/2021

  [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

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company's contracts are a trap. When I first signed up with them I was told I needed to deposit $350 on my account for "reserves." I had no problem with that. It was required for emergencies. Two months before I ended my contract with them, they raised my reverves without my authorization to an additional $100, which they took out of September's rent, even though they knew I was not going to be renewing my contract again. This additional $100 was not needed in my account. I had asked them to cancel may contract and they clearly said that if I did that, they could not do any repairs on my house after the tenant moved out. I agreed to that, so there was no reason they would need $100 more for reserves they were never going to use. Also, when I told them I no longer wanted them to manage my rental, they told me they needed 30 days notice to close the account. I went ahead and canclelled my contract on September 6th. They told me that because I was cancelling they would not be able to do the tenant disposition at the end of my tenant's contract and that I would be responsible for refunding her the security deposit. I had no problem with that; however, they still took a montly management fee of $130 for the tenant's last month of rent, even though they managed nothing. In addition, the contact states (the trap) that if I cancelled after the automatic renewal date I would have to pay them $400.65 in penalties. This brings me to my complaint. It is impossible to sign a contract and get a renter on the same day. The only way a landlord will not lose money is if both things happen at the same time: a tenant moving in on the same day a contract is signed. This company writes their contracts this way so that the landlord will always lose money in the end. I am asking for my reserves money back ($350), plus the additional reserves money they took without my authorization in Septmeber ($100), plus the management fee for October ($130.65) for a total of $580.65

  Business response

  11/12/2021

  We sent a notification out on 6/1/21 regarding our changes in pricing which included adjustments made to reserve funds. Early termination fees are in place to protect our business. Just as a tenant would need to pay lease break fees if their contract was broken prematurely, the same goes for owners. It is our normal business practice to release the tenant deposit to the owner upon termination to release us from any liability. In regard to collecting management fees, it is outlined in your management agreement that if rent is collected, we do collect a management fee on it as rent collection is a service we provide. We were still managing the property and operated completely within the guidelines of the management agreement that was signed by both parties before onboarding the property. 

  Customer response

  11/15/2021

  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 business can say all they want about the cancellation procedures and how they are stated in the management agreement. The fact of it is that the landlord will always come out a loser in any situation because they set up their management agreeemens so that the tenants' move out date will never coincide with the end of the management agreement with the landlord. As a result, RPM will always collect $400. 

  This is not right, and it's the way they have been doing business for years. 

  My tenant also had several complaints, which I found out on the day she was moving out. I had no clue about these complaints because I was never informed. This is another issue with this company, no communication with the landlord.

  RPM preferred is a very dishonest company. They take advantage of people and away with it. 
  
  
  
   

  
  

  Business response

  11/17/2021

  We entered into an agreement with this customer. We have been communicative and responsive to her and her tenant's issues regarding the property throughout their tenure with us. We do not agree with her assessment of our property management agreement (contract). It is a necessary and binding contract that allows us to professionally manage the property. 

  Customer response

  11/26/2021

  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.  
  
  As I have stated many many times, these people set up their contracts in a way the landlord will always come out the loser. They still require you to give them 30 days notice for cancellation, but what does that really accomplish? They still charge you a penalty. No matter what the landlord does, they will always lose. The only way to avoid the penalty is to have a tenant begin a lease on the same day the landlord signs a contract with the management company. This is impossible to do, hence "the trap" in the contract. I am not satisfied with their justification and I would at least like my penalty refunded ($400). 
  
  Regards,

  Eva ********
  
  
   

  
  

  Business response

  12/13/2021

  We are sorry that the complainant feels the way she does about our dealings. However, we have fully exercised and serviced the former customer consistent with the contract that she signed with our company. We disagree with her assessment and feel that no further action should be taken. 

  Customer response

  12/15/2021

  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 gave the  business a 30 day cancellation notice like they requested. They claim this was necessary to close my account. If they were going to charge me a fee anyway, I might as well just have cancelled before the 30 days. What they fail to accept is the fact that they charge an early cancellation fee, but they only way for the landlord to not lose their money in this situation is for them to have a tenant on the same day the contract begins. THIS IS IMPOSSIBLE and this is what I  refer to when I say their contract is a trap and the landlord will always lose. This is a sneaky and dishonest business. They set up their contracts like this to make money no matter what. I do not accept their explanation and I am still asking for a $400 refund for an early cancellation that is impossible under their contarct rules for any landlord to meet. 

  Thank you.
  
  
   

  
  

  Business response

  12/27/2021

  We acted fully in accordance with our guidelines and standard practices. We fully managed the property during the 30 day termination period.  Again, we are sorry that the complainant feels the way she does about our dealings. However, we have fully exercised and serviced the former customer consistent with the contract that she signed with our company. We continue disagree with her assessment and dispute the facts with her original complaint. We feel that no further action should be taken. 

  Customer response

  12/31/2021

  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 disagree 100% with the company's way of handling my account and the way they set up their contract to trap the landlords. I am just grateful I no longer have to give them my business, and I feel sorry for the people that still have to deal with them.

  * ****** ** *** *** **** **** ***** ******** I am not the first person to complain, and I can assure you I am certainly not going to be the last. 
  
  
   

  
  

  Business response

  01/03/2022

  Again, we feel that we acted fully in accordance with our guidelines and standard practices for our company. We fully managed the property during the 30 day termination period.  We are still very sorry that the complainant feels the way she does about our dealings. However, we have fully exercised and serviced the former customer consistent with the contract that she signed with our company. We continue disagree with her assessment and dispute the facts with her original complaint. We feel that no further action should be taken on this matter. 

*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. ↩