Business Profile

Property Management

RPM Living

Headquarters

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Pattern of Complaints

Complaints

This profile includes complaints for RPM Living's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

577 total complaints in the last 3 years.
222 complaints closed in the last 12 months.

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Submit a Complaint

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:05/02/2025
Type:Service or Repair 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.
I have been getting charged since 2/1/25 $25 for not having renters insurance. I have been living here since August 2024 and it was mandatory to have renters insurance for me to move in. I have provided the leasing office on site and off site team my policy over 7 times. Both in person and via email. My policy is paid in full and has never lapsed. I got the coverage I was advised was a requirement and never told there are any issues with my policy. I have been told twice a ticket was submitted to try and resolve this , but there has been no resolution in the matter. I am still being charged and getting emails about not having insurance. No one seems to be able to fix this and give me back the money I have paid every month for insurance that I actually have.
Business Response
Date: 05/09/2025
Hi *********,

Thank you for reaching out regarding your areas of concern.

Our team is investigating your concerns and reviewing our internal information.

We will respond to your complaint as soon as possible.

Thank you for your patience.
Customer Answer
Date: 05/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* *******
Customer Answer
Date: 05/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* *******
Initial Complaint
Date:04/21/2025
Type:Service or Repair 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.
********* addressed my concerns on 04/13/2025 about the deposit amount being presumably charged twice on my documents; a monthly charge and a charge of $500, as well as the issue of my 8-weeks free not being prorated across my leasing term which I spoke in detail about with ******. ********* let me know that you all are no longer allowedto do so, while later telling me over the phone, it could be done. My second issue pertained to whether my prorated 8 weeks free would start at the beginning first month of mylease which, would have been June, or if it applies to the months after. She informed me that due to my selected original move-in date, it would not apply to June-- thus which, prompted me to change my move-in date. What I was not told was the price my rent raised changing my move-in date. However, as it is within my lease that did not update nor change, my 8 weeks free would have only been for July and August--therefore, I would have been signing an incorrect lease and legally I would have been held accountable in a court of law to said document. I also spoke with ****, who was unable to assist me with my concerns because only my leasing agent, whom I have been trying to work with, can assist me with any leasing issues.Since then, my leasing agent has not gotten in touch with me. My phone calls, emails, and texts have been ignored numerous times. My phone number and my secondary phone number have been ignored. However, when calling from a third unknown line, my leasing agent ****** proceeded to return the phone call to that number and leave a message asking if they would like to come and tour,while never getting back with my primary or secondary number. I have even been told she has been focusing on applicants "movingin sooner" as an explanation for the lack of communication and professionalism. Furthermore, in addition to my leasing agent not getting in contact with me, my leasing information has been updated with someone else'spersonal information.
Business Response
Date: 04/22/2025
Hi ******,
Thank you for your feedback.
Our team would like the opportunity to look into this for you. Can you provide the name of the community, address and the apartment number as well?
Customer Answer
Date: 04/22/2025
Complaint: 23232414

Jefferson Verdant
********************************************************************;
apartment: 1248

Regards,

****** *******
Business Response
Date: 04/30/2025
Thank you for bringing your concerns to our attention.
We sincerely apologize for your experience and are aware our management has since reached out regarding this matter.
Our team is actively reviewing your feedback and our team will continue to communicate the next steps to improve your experience.
We appreciate your patience and understanding.

Customer Answer
Date: 04/30/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Initial Complaint
Date:04/20/2025
Type:Service or Repair 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 is probably the worst experience I have dealt with The ******** Apartment in ******, **. RPM Living is the management company attached. We transferred apartments and had to pay ridiculous fees to do so. We were supposed to get our deposit check within a month of leaving it's been 2 months now. My wife has emailed the managers ***** and Elysiana about our deposit repeatedly initially with no response. They kept making excuses it was in the mail, it's new management. We have been patient with them and to top things off these managers sent a tow request to the towing company to have our legally park car with stickers to have our car towed away. The towing company told us themselves, they were surprised by the tow request since we had the sticker on our car. They are unprofessional, withholding our money and costing us towing fees.
Business Response
Date: 04/29/2025
Thank you for your feedback.
Our team is reviewing your information further.
We appreciate your patience.
Customer Answer
Date: 04/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *****
Initial Complaint
Date:04/17/2025
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.
I am filing this complaint regarding RPM Livings management of Avenue 8 Apartments (******************************), where I experienced what I believe to be an unlawful towing incident due to a failure to comply with state-required signage laws.On February 19, 2025, my vehicle was towed from the property for allegedly reverse parking in a designated stall. However, at the time of the tow, there were no visible signs posted anywhere near the stall or at the property entrances indicating that reverse parking was prohibited or that towing would be enforced.I returned to the property the following day and witnessed new signage being installed, clearly indicating that the towing rule was either newly introduced or not properly posted prior to the incident. This raises concerns about violations of Arizona Revised Statute 9-499.05, which requires conspicuous signage to be in place before any vehicle can be legally towed from private property.Despite contacting Avenue 8 Apartments and RPM Living for resolution, I was told that they were not responsible, and I was referred to the towing company. However, RPM Living is the property manager responsible for overseeing and ensuring legal compliance on the property.I was charged $391.41 in towing and penalties, incurred $43.19 in travel costs, and lost valuable time disputing the matter totaling $562.60 in damages. I believe this represents an unethical and potentially predatory enforcement practice, and I am concerned that other residents or guests may have been similarly impacted without knowing their rights.I am seeking full reimbursement and an internal review of this incident by RPM Living. I am also requesting that RPM Living ensure that all properties under their management follow state-mandated towing notification laws and provide clear, documented signage prior to any enforcement actions.
Business Response
Date: 04/23/2025
Hi ********,

Our team has reviewed our records, and we've confirmed you are not a resident of our community.

Regarding your towing concerns, residents were previously notified of towing taking place in our community, and signs were posted along the community's carports.

On Monday, March 31st, you visited our leasing office and discussed our community's towing procedures with our team. Our Community Manager explained that towing signs are clearly posted throughout the community, and residents have been informed that this is a permit-only parking community, along with the applicable parking regulations.

You were advised that the team would not be able to provide compensation for the towing incident. Following your conversation, our Community Manager contacted **** Towing to verify compliance. They confirmed that the existing signs were placed within the required distances. However, to prevent any further confusion, Axle Towing has since placed additional signage at the community entrances.

Additionally, according to Axle Towing, the vehicle was not towed in error.

We are unable to offer any compensation at this time.

Thank you.
Customer Answer
Date: 04/24/2025
Complaint: 23220487

I am rejecting this response because:
Thank you for the response. While I appreciate RPM Living taking the time to address the situation, I must respectfully disagree with several key points that were raised.
I was a visitor to the community, not a resident, and as such I was not made aware of any parking rules or permit requirements. Arizona law (A.R.S. 9-499.05) specifically requires that towing signage be clearly posted at all entrances to the property, not just near select carports or limited internal locations. At the time of the tow, there was no signage visible at the entrance nearest to where I parked, nor any posted warning near the parking stall itself.
RPM Livings own acknowledgment that additional signage was installed afterward further supports my claim that signage was either missing or insufficient at the time of the tow. By law, signage must be in place before a vehicle is towed, and any after-the-fact corrections do not retroactively justify the action.
While the towing company may have claimed compliance, the responsibility ultimately falls on the property manager to ensure legal notice is provided to all guests and residents before enforcement begins. Visitors have no way of knowing internal parking rules unless they are clearly communicated at the point of entry.
The fact remains that I was charged $391.41 in penalties, spent additional money and time trying to recover my vehicle, and was never given proper notice of a parking rule that was being enforced. I am not asking for goodwill I am asking for reimbursement of costs related to a tow that appears to have occurred in violation of state law.
I remain open to resolution, but I respectfully maintain that this tow was not legally justified. I hope RPM Living will reconsider its position and do the right thing by issuing reimbursement.
P.S. I have pictures from before (inadequate signage) and after the incident when compliance was met.
Regards,

******** ******
Business Response
Date: 05/02/2025
Hi ********,
Our team has further investigated your concerns.
After connecting with the towing company, Axle Towing, they do not have any information regarding a vehicle that was claimed by you in their system.
Your information is not present in their records.
Please provide proof of payment in your next correspondence so we may review this further.
Thank you.
Customer Answer
Date: 05/02/2025
Complaint: 23220487

I am rejecting this response because:
Dear BBB,
I am writing in response to RPM Livings recent message, which claims there is no record of a vehicle associated with me being towed by Axle Towing.
This is both inaccurate and deeply concerning.
I have attached a screenshot from my UCars account, which shows the financial transactions that were processed in connection with the recovery of my vehicle. I lease this vehicle long-term through *****, and the lease agreement, also attached, confirms my authorized use of the vehicle.
Here are the facts:
The tow was not initiated by police, which under Arizona law means the towing company was obligated to release my vehicle immediately upon a signed promise to pay, even without upfront payment.
This legal right was denied by **** Towing, even after I showed them the lease and the leasing company gave direct permission for release.
The entire interaction is documented on police bodycam footage, including Axle Towing initially agreeing to release the vehicleuntil I challenged the legality of the tow and stated I would not pay at the time.
Because of their refusal, the leasing company was forced to come retrieve the vehicle, resulting in added hardship and expense to me.
Now, RPM Living is attempting to discredit my claim by saying they cannot find a record of the incident, even though Ive already provided evidence of payment, witness accounts, video documentation, and supporting lease paperwork.
This situation raises serious questions not just about this one incident, but about RPM Livings oversight of vendors like Axle Towing, who are roaming their properties and engaging in questionable practices. Their denial of responsibility and failure to resolve this issue shows a complete lack of accountability and respect for consumer rights.
I will also be seeking:
A full reimbursement of towing-related costs,
A written acknowledgment that this incident violated state regulations, and
An investigation into Axle Towings activities across RPM-managed properties.
Absent a resolution, I am prepared to move forward with small claims court and media engagement to protect others from experiencing similar treatment.
Sincerely,
******** ******
Initial Complaint
Date:04/17/2025
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.
To Whom It May Concern,I am filing a complaint against The Carlton *********** managed by RPM Living, due to ongoing unresolved issues affecting my health, safety, and living quality.Ive been a resident since 2021. After moving to unit 5201 in 2023, problems began. Most recently, strong paint fumes from renovation in the unit below caused dizziness, nausea, breathing difficulty, loss of taste, and recurring nosebleeds. The leasing office has ignored my reports and taken no action.Package theft is another concern. The Amazon locker was removed with no alternative provided. Packages are left at apartment doors. One was stolen on Christmas Eve, and the leasing manager refused to review or share camera footageonly saying it was stolen. The community gate is often broken and left open, allowing unrestricted access.Despite being quiet residents and *** students with no guests, my roommate and I were falsely accused of noise. In reality, we regularly hear stomping, loud music, and shouting from the upstairs unit, sometimes late into the night. We submitted multiple complaints and even involved the police, but the problem *********** car was recently involved in a hit-and-run in the parking lot. A neighbor gave me footage, but it didnt show the plate. I asked management to check their cameras, but they refused, telling me to file a police report without confirming whether video evidence existed.Most concerning is the lack of communication. Dozens of emails have gone unanswered. Even a promised follow-up call never happened.I request compensation for the unsafe conditions and the option to terminate my lease without penalty. Ive paid rent in full and followed all rules, but cannot enjoy a livable environment.
Business Response
Date: 04/24/2025
Hi Mingrui,
Thank you for reaching out regarding your areas of concern.

The package lockers were in place when your package was misplaced. It was delivered on top of the package lockers, instead of inside of a locker. You originally notified the leasing office and our corporate office on 12/24/2025. Our team encouraged you to reach out to ***** due to the carrier not delivering the package inside a locker. The team also suggested that you reach out to the *************************. In the event our team recovered footage of this incident, we would need to turn it over to the appropriate party, however, you requested that we provide you with the footage directly.

The community package lockers were removed as of mid-February and packages are currently being taken directly to residents' doors.
We've additionally confirmed our community access gates are functioning properly.

Upon receiving communications from you regarding your noise concerns, our team communicated with your neighbors regarding their noise levels.

On April 18th, our Regional Manager offered you a $200 gift card for the noise issues and paint smell you experienced from the unit below getting made ready.

You then requested compensation that amounted to two months of rent, and this was not approved.

However, your request to terminate your lease early without penalty has been approved. Please reach out to your Community Manager should you wish to move forward with this option.

Customer Answer
Date: 04/25/2025
Complaint: 23215991

I am rejecting this response because:I want to be very direct here. These issues are still not resolved, and the response I received didnt actually address most of the problems Ive been reporting for months.

The same night I got your response, there was more shouting and heavy footsteps from the upstairs unit just like Ive reported before. I recorded it on my phone. The file is too large to upload here, but I have it. You've said multiple times that you've talked to the neighbor, but clearly that hasnt done anything. If nothing changes, how can you call that a solution? All Ive asked for is a quiet, livable environment which is the bare minimum for any tenant and even that hasnt been provided for over a year.

As for the gate, yes maybe its working right now, but we both know this has been an issue for years. Between the main gate, guest entrance, and side gate, theres almost always at least one left open. Anyone can walk into the complex. If you deny that, Ill continue documenting it. I already have photos and videos from recent weeks.

Then theres the package issue. Since the Amazon Locker was removed, theres been no secure place to store deliveries. The leasing office keeps saying packages can be delivered to our doors but that doesnt work when the gates are open, theres no security, and people arent home during the day. Ive heard promises about building a secure package area for months. But nothing has happened. Why?

And regarding the paint fumes my apartment was filled with a strong chemical smell during the downstairs renovation. I had symptoms including dizziness, nausea, trouble breathing, nosebleeds, and even temporary loss of taste. I emailed your regional manager right away and didnt hear anything for several days. Then I was told the renovation was already done. That response doesnt change the fact that we were breathing those fumes for days. Do you really believe thats an acceptable way to treat tenants?

One more thing Ive sent multiple emails about all of this. Aside from when I first signed my lease, none of them have been answered. Why? Do you just ignore tenants? Or is this selective treatment? I deserve an explanation.

At this point, Im asking for a real response to every issue Ive raised not general statements, but clear answers. Im also formally requesting two months rent as compensation for everything weve gone through: the repeated disturbances, the exposure to unsafe air, the lack of security, the package theft risk, and most of all, the complete failure to respond when I reached out in good faith.

If I dont get a proper reply soon, Ill have no choice but to keep escalating this.

Regards,

******* **
Business Response
Date: 05/02/2025
Hi Mingrui,
We encourage you to document all instances of extreme noise levels and send them to our leasing office for our team to document and further investigate.
Regarding the videos that have been sent to our leasing team, no excessive noise, including loud bass can be heard. Please keep in mind footsteps are common noises associated with multifamily living.
Once our team received your initial noise complaint via email, we communicated with your neighbor regarding their noise levels and reminded them to be courteous of their neighbors.
In the instance our community access gates are damaged or malfunction, our team works as quickly as possible to have them in operable function. We appreciate your understanding as our team does everything possible to resolve all inconveniences that occur in our community.
Regarding your package concerns, we'd like to clarify that since we've implemented this new system, our team has not received any reports or complaints of missing packages. In the event a package goes missing, we will do everything possible to assist our residents, and we encourage them to reach out to the courier from which it was sent.
Our team is still working towards a long-term solution. In the meantime, we will continue delivering packages to residents' doors.
You mention that you've sent multiple emails without a response back via email. Our team has confirmed that soon after your email is sent to our team, you visit the leasing office to speak with the team in person. This is why you do not have records of email response, as these conversations are held in person in the leasing office.
Our Regional Manager has since reached out to you via email, to formally offer you the option to move to a top floor to avoid noise, or the option to terminate your lease agreement.
Your request for two months' rent is not approved, and the existing offer of $200 still stands.
We encourage you continue your communication with our Regional Manager.
Thank you.
Initial Complaint
Date:04/15/2025
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.
I lived at The ************** complex for 30 months after moving out of state, and while there are a few positives, my overall experience was very frustrating. **Pros**:- Maintenance is great. Anytime I needed something fixed, they responded promptly and did a good job.**Cons**:- The biggest issue I faced was the complete lack of accountability from the management team. Over my time there, they went through *three different property managers*, which speaks volumes about the internal issues.- The communication between staff is almost nonexistent. If you speak to one person, the next person will have no idea what you're talking about, leading to constant confusion. I have multiple emails and recorded conversations where the information provided to me contradicts what they later claimed.- One of the most frustrating situations occurred when I moved out. I was told that nine vinyl planks in my apartment would need to be replaced, which I was happy to pay for. However, they later tried to charge me for an entire rooms worth of flooring, which was never communicated to me. (With fake invoices with a date of 10/24 even though I moved 3/25* photos will be attached) To make matters worse, they tried to make it seem like they were doing me a favor by offering to "split the cost," which was ridiculous. Ive got plenty of proofemails and recordingsshowing that they misled me about the charges.- ************** team consistently gaslighted me, offering narcissistic and dismissive responses whenever I raised concerns. They never took responsibility for their mistakes, and it often felt like they were trying to cover up their lack of professionalism.
Business Response
Date: 04/21/2025
Hello *******,
Thank you for reaching out regarding your areas of concern.
Please see the attached email communication between yourself and a member of our leasing team. Our ******************* Manager conducted a walk through of your home upon move-out on March 14th, and followed up with you regarding the pricing for necessary repairs.
Throughout your email communication, our ******************* Manager kindly informed you that your entire bedroom flooring needed to be replaced to ensure the best match, and the cost would be split between yourself and the community.
The total costs for flooring replacement was $523.99, and the team charged you $262 for your portion.
Two additional fees applied to you were $60.33 for blinds, and $180 for a full paint job.
To which you replied, "Thank you for your detailed explanation of the move-out charges. To ensure I understand correctly, the outstanding balance is $502.33,
with a $400 deposit already on file, leaving a remaining balance of $102.33. Could you please provide instructions on how to remit this
payment? I would appreciate receiving the payment details, including preferred method of payment and any relevant account information."
Our ******************* Manager kindly confirmed that your total amount due is $102.33.
Due to this information and documentation, we are unable to refund you your requested $500.28.
Thank you!

Customer Answer
Date: 04/21/2025
Complaint: 23159796

I am rejecting this response because:

Per the leasing assistant manager, she stated I had to submit a complaint towards the after tenancy department, which I did immediately. nine Planks That had scratches is not equate to a full rooms need of being replenished. The full move out process was a mix of miscommunication and overcharging for repairs that were unnecessary. Ive sent pictures of the minor damage to the three planks and five planks that had small scratches. I am not responsible to pay for a full room. When I would ask questions or regarding payment, the response I continue it was you have to take that up with that after tenancy department which I had no help. I am not agreeing with these charges, and Im still not agreeing with the charges

Regards,

******* *******
Business Response
Date: 04/29/2025
Hi *******,
Our Community Manager has been in contact with you regarding your move-out charges.
We've kindly informed you that these charges will be removed.
Our Community Manager is working with our ******************** Team to resolve this.
We appreciate your patience and understanding as we make things right for you.
Thank you.
Initial Complaint
Date:04/15/2025
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.
I am a current tenant at ********** at **********, which is managed by RPM Living. Since moving in on September 15, 2024, I have experienced multiple unresolved habitability violations that have created unsafe, unsanitary, and unlivable conditions inside my unit. These include:A severely rusted dishwasher that emitted mold and sewage odors and remained in the unit for over six months Broken washer and dryer that were inoperable for months Cracked and warped wood flooring on the staircase that caused a fall and injury Fogged, obstructed windows throughout the entire unit, including on upper floors, with zero visibility Water-damaged ceilings with visible cracks and staining A malfunctioning mailbox and inconsistent HVAC system I submitted over a dozen maintenance requests, many of which were closed as completed when no actual repair had occurred. Several of these issues were only addressed recently after nearly seven months of ongoing complaints. Despite repeated requests for resolution, RPM Living failed to maintain the unit to even minimal habitability standards.On April 11, 2025, their legal counsel sent me a letter offering to either waive lease termination fees or move me to another unit but only if I signed a liability waiver preventing me from taking legal action. I declined. This offer was unacceptable given the severity of the neglect I endured.I have since filed formal complaints with the ******************************************************* (*****), Deerfield Beach Code Enforcement, and **************. I also have extensive documentation including photos, video, legal letters, and a detailed maintenance log. I am requesting full compensation, lease termination without penalty, and a refund of my deposit.
Business Response
Date: 04/30/2025
Hi ****,
Our legal counsel has been in communication with your lawyer regarding your areas of concern.
We've come to a resolution with you in releasing you from your lease agreement, and our team will be following up with you shortly.
Thank you for your patience as we worked to resolve things for you.
Initial Complaint
Date:04/14/2025
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.
I need my complaint escalated to a senior director of operations. of RPM. My complaint is regarding your property called 10x port royale and the manager by the name of ***** *********** that is running the community. I do not believe you are aware of the conduct of your employee and how he is running this community. Let me elaborate. ***** is not requiring the proper income verification and background check documents when people move in, he is simply just accepting 1 paystub and no bank statements and approving anyone and everyone to move in, he is supposed to ask for 3 months of documents, and he is not. recently 2 weeks ago there was a fatal shooting at the community and a resident injured in the shooting, this is because ***** is allowing people that do not qualify to move in. the entire community has black mold, there are over 150 units and residents who have emailed ***** about it the past 3 years. there are also no working security cameras on the property, none of the cameras have worked in over 5 years. some of us including myself are living in uninhabitable units and living room ceilings have completely collapsed in, peoples balcony's have collapsed in on the units below them. this happens every month in many units. We also believe ***** could be misappropriating and mismanaging funds. for example some residents are reporting that ***** is sending them invoices and bills for around $5000 -$6000 saying he had "accidentally been charging them the wrong rent" for example a resident was paying $2600 for a year and then they get a bill a year later for $6000 from ***** saying there rent was supposed to be $3100 and they owe the difference and he wants the cashiers check made to him. Ironically enough he just purchased a $200,000 ****** SUV car. ***** ignores 95% of the emails from residents' concerns. Are you aware multiple unit's ceilings are collapsing due to water damage and the shootings going on and the funds that seem to be wrongfully allocated?
Business Response
Date: 04/17/2025
Hi there,
Thank you for your feedback.
We've reviewed our records and were unable to verify your residency at *************** with the contact information you provided.
Can you confirm your name and apartment number?
Customer Answer
Date: 04/18/2025
Complaint: 23201092

I am rejecting this response because: I dont know the unit number, he has the short term rental posted on ******** MARKETPLACE RENTALS and craigslist. his name is ***** *********

Regards,

***** ******
Business Response
Date: 04/22/2025
Hi *****,
Is this your experience at the community? Are you a resident at 10X ***********?
Customer Answer
Date: 04/23/2025
Complaint: 23201092

I am rejecting this response because: YES I AM A RESIDENT. ARE YOU AWARE THAT HUNDREDS OF RESIDENTS ARE HAVING ISSUES WITH ***** *********** THE MANAGER ? GO ON ****** REVIEWS AND SORT THE REVIEWS BY THE LOWEST RATED FIRST AND THERE ARE HUNDREDS OF MOLD COMPLAINTS AND COMPLAINTS ON THE COMMUNITY. ALSO THE SAME THING ON APARTMENT RATINGS.
ALSO ARE YOU AWARE THAT ***** *********** IS GIVING MANY OF US FORMS TO SIGN TO "NOT TALK ABOUT THE MOLD IN ORDER TO GET OUT OF OUR LEASE EARLY"?

Regards,

***** ******
Business Response
Date: 04/29/2025
Hi *****,
We want to help and have our team look into this further.
Our team is unable to verify your residency with just your name, please provide your apartment number where we can review this further.
We appreciate your assistance and patience.
Customer Answer
Date: 04/29/2025
Complaint: 23201092

I am rejecting this response because: I am a resident and my unit number does not matter, what matters is ***** *********** is not being honest with RPM corporate office. He has asked MANY residents including me to sign a document not to go after the building or talk about the black mold problem that hundreds of residents are complaining about. Here is what is happening at 10x port royale on a weekly basis, a resident moves in to discover a few weeks later there unit is inindated with black mold, they they start having rashes on there body and complaint to *****, ***** then says they can get out of there lease early IF they sign the waiver not to talk about it. are you aware I am like the 15th person this month he has said this to? The building is falling apart and I dont even know how it is even able to house people with the rotting condition it is in.

Regards,

***** ******
Initial Complaint
Date:04/10/2025
Type:Order 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.
Management and maintenance
Business Response
Date: 04/15/2025
Hi Tierra,
Our team would like the opportunity to assist, however, we will need some additional information.
Please provide the name of the community in reference, the address and your contact information. Our team will work on connecting you with the appropriate person.
We look forward to hearing from you.
Customer Answer
Date: 04/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:04/07/2025
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.
I have had a leak in my unit for over two months which now is growing black mold. I have made several attempts to get management to fix the issue with no success. I still have water leaking continuously I have exposed pipes in both the wall and master tub I have been without a master bathroom going on 3 weeks if not longer and again management is doing nothing to resolve the issue. Id like to be reimbursed for the time Ive been without a 2nd bath and walk-in closet as those are both amenities I have paid for but not been able to use
Business Response
Date: 04/15/2025
Hi ****,

We sincerely apologize for the inconveniences you're experiencing.
Our Community Manager has continuously followed up with you throughout this ongoing situation to provide you with updates on repair.

On April 4, our Community Manager kindly informed you that our team was actively working to contact the plumber assigned to your repairs. The team was to follow up with you as soon as they had a clearer date as to when the plumber would be visiting the community.

To which you responded that you would like to learn about options for lease termination.

Following this request, your Community Manager asked for your move-out date to move forward. In addition to this, you were informed: "Please note that while there will be no penalties for ending the lease early, residents remain responsible for any damages not noted on the original move-in condition form, as well as any items recorded in the work order history. As per the lease agreement, we are unable to reimburse any expenses related to work orders or losses. If you wish to seek compensation for these items, I encourage you to reach out to your renters insurance provider for assistance. However, your rent will be prorated based on your move out date you provide me for this month. Please note that this is refunded after move out via check."

The team again sincerely apologized for the time it has taken to complete repairs.

On Tuesday, April 8, plumbers visited your home to conduct final repairs on the leak. All cuts made in your wall were to be repaired after the leak had been fully addressed.

Our team is unable to offer you a refund for April/March rent as requested.

We invite you to continue your communication with your Community Manager regarding any additional questions you may have moving forward.

Thank you.

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