Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a home through Rentwerx between 2022 and 2024. At move-in, I had to clean the Rentwerx-managed property for several days to get it to the point of livable/sanitary condition. I took pictures on the day I moved in as requested to do so by Rentwerx. These are just a few examples of what I felt were important items (toilets, refrigerator, carpets, walls). The house was nice (once I cleaned it) and the home was conveniently located for me, it was just in extremely dirty condition on the day I received the keys. As well as the microwave and refrigerator not working, Rentwerx did fix those issues during my time there. At move-out Rentwerx charged to repaint, wall to wall. There were nails/screws in most of the walls when I moved in as well as many areas of poorly patched/painted spots. This amount alone was >$1038.08. Had I created the damage, I would not have questioned the charge. I was also charged for maid service. I left the home extremely clean. Night and day difference from its condition when I moved in, and Rentwerx still charged for cleaning. Although the carpets were extremely dirty when I moved in from the previous tenants, I feel like I shouldn't have to pay this cleaning fee as due to the age and previous condition of the carpet from the previous tenants.

  Business response

  01/22/2025

  Hello ***,

  At move-out, we assess the property's condition by comparing it to the documented move-in photos to determine any necessary repairs or cleaning. An email has been sent to you detailing a breakdown and itemization of the charges, along with information for each line item. As noted, all charges remain as stated. If you have any questions or need further clarification, please reply directly to the email.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I utilized Rentwerx as my property manager for a home I own at ****************************, **. The tenant occupying the home ended its lease on Aug 2024. Rentwerx performed a move out inspection and missed a number of items that needed to repaired due to the tenant. I performed a walkthrough of my home and identified several items that needed to be repaired. I have the email traffic with pictures of all the items that were missed during the inspection. One particular item that needed to be done was carpet which was identified during the inspection and was performed by a vendor from Rentwerx. Seeing that the quality of previous repairs and items that were clearly missed during the inspection, I elected to utilize my own contractors to perform the repairs. Rentwerx stated that if I didnt use their contractors, they would not be able to bill the tenant because they had to verify the repairs. I offered to allow Rentwerx to verify the repairs in writing through email and they never responded. At the end of the day I had to pay to perform the repairs out of pocket and was never reimbursed. Additionally, they tried to get me to pay for the carpet cleaning their vendor performed instead of billing it to the tenant. Ultimately, my home was not returned to me in the way it was before the tenant and cost me hundreds of dollars in repairs. They utilized my $300 reserve funds to cover the carpet cleaning and fees to include the $95 move out inspection which was not performed correctly. I have tried to dispute the $95 charges and carpet cleaning charges with them. They are now threatening to turn me over to collection for a $322 balance. I seek your help in resolving this matter. I have all the email traffic with pictures and condition of my home, as well as all the statements from my account that I am willing to provide.

  Business response

  12/16/2024

  Hello, 

  A credit was issued on October10th, 2024 for $363.38 for the carpet clean. A breakdown of your balance was sent to you this morning, please let us know if you have any questions, or would like a copy of your ledger. 

  Customer response

  12/18/2024

  Complaint: 22685622
  
  I am rejecting this response because: The answer does not address the issue, Rentwerx did not manage my property well and failed to identify multiple issues created by the tenant during the move out inspection and refused to help collect reimbursement for the expenses while still charging a $195 management fee. 
  
  Regards,
  
  ********* *******

  Business response

  12/19/2024

  Hello, in your original complaint you asked for a resolution of receiving a refund for the carpet cleaning and the inspection fee. The carpet cleaning was credited back to your account on October 10th, and the inspection fee was credited on December 12th. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Month to month fees were not posted to my account until after the 3rd of July. I paid what was posted to my account on the 1st in full. I was then charged a late fee and given a NTV even though the month to month fee was posted after it was already late or past the 3 day grace ******* That is not a best business practice. How can you charge a late fee for charges that were posted late? I am asking for a phone call or in person appointment for clarification and a way forward. The month to month fees should have been posted the same day as the rent and preferred tenant fee that were posted on the 1st and paid on the 2nd. At this point it seems that they are trying to collect late fees and charges erroneously and changing posting dates on my rentvine account. I have asked on numerous occasions for a call or appointment but instead I get these uninformed email responses.

  Business response

  07/26/2024

  Hello, this has been resolved and the tenant was issued a credit.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Current renters with RentWerx with an expected move out date of 7/31/24. We were told by the company that we required to allow showings in the home we pay for and have been charged 85$ per declined showing. RentWerx was notified that the showings were declined due to an infectious illness in the home and still charged us 255$. This company stated that we are required to show the home regardless of illness, pets, etc and that we will be charged no matter what. The lease does not state that.

  Business response

  07/26/2024

  Hello, we have contacted this client to address the issue. However, we have not yet received a response from them.

  Customer response

  07/26/2024

  Complaint: 21991529
  
  I am rejecting this response because:

  This Company agreed to remove half of the charges from my ledger, not as a good will gesture, because our family was ill and placed on contact precautions by a physician, but with the request that reviews that we have left online be removed. Stating if the reviews are not removed the chargers will be left as is but if the reviews are removed they will take off half of the amount they are attempting to receive. This company has not made any effort to rectify this complaint but instead have attempted to infringe on my First Amendment right of freedom of speech. 

  
  Regards,
  
  *****************************

  Business response

  07/29/2024

  Our final offer has been sent directly to the tenant. Since we have not reached an agreement, we consider this matter closed.

  Customer response

  07/30/2024

  Complaint: 21991529
  
  I am rejecting this response because:
  This is considered blackmail. You want a review removed and in turn youll remove charges from my ledger. This company should be out of business. I hope the founder, veteran **** Larsen, enjoys the way this company treats his consumers 

  
  Regards,
  
  *****************************

  Business response

  09/10/2024

  The tenant was offered a full refund, which they declined. As stated in the signed agreement provided in their dispute, we are authorized to charge a fee if showings are declined. We consider this matter closed.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our family rented a home through Rentwerx between June 2022 and May 2024. At move-in, we had to clean the Rentwerx-managed property for several days to get it to the point of livable/sanitary condition. We took the attached pictures on the day we moved in. These are just a few examples of what we felt were important items (toilets, refrigerator, carpets/walls). The house was nice (once cleaned) and conveniently located for us, it was just in extremely dirty condition on the day we received the keys and had our movers bringing in our household items. Less concerning than the filth but still problematic was the temperature. The ** was not working properly and for days after move-in we experienced indoor temperatures up to 90 degrees.At move-out Rentwerx charged to repaint. Rentwerx stated that this cost was split with the owner but the pictures they showed as proof were of damage/poor painting that we had documented on our move in checklist. There were nails/screws in most of the walls when we moved in as well as many areas of poorly patched/painted spots. This amount alone was >$1100. Had we created the damage, we would not have questioned the charge. We were also charged for maid service. We left the home extremely clean. Night and day difference from its condition when we moved in, and Rentwerx still charged >$400 for cleaning.When presented with the charges, we objected and sent pictures to back up the pre-existing damage and unclean condition of the house at move in. They offered to take off less than 10% of the original charges in exchange for us signing a settlement paper that included a clause restricting our rights. We declined to sign this paper.We think refund of the "maid service" ($416.77) and "painting wall to wall" ($1101.44) would be reasonable. Although the carpets were dirty when we moved in, splitting the cost of carpet cleaning would be reasonable (we are willing to pay $208.39 which is half of what Rentwerx charged).

  Business response

  07/01/2024

  As stated in the residents' lease agreement, the property is provided "As-Is," and this document was signed before the move-in date. The ** work order from the move-in was addressed promptly, as were all other work orders submitted. The resident was given the option to have the cleaning charges removed from the itemization, but we have not received any notification of their intent to proceed with the settlement. Damages to the walls were noted during the move-out inspection, and the repair costs were divided between the owner and the resident. Our team has reviewed the residents' itemization multiple times and acknowledges that the resident disagrees with the charges. However, no further concessions or considerations will be made beyond what has already been offered.

  Customer response

  07/01/2024

  Complaint: 21894778
  
  I am rejecting this response because:
  

  The photos that you sent of the walls at moveout showed no damage that was not already present at move in with possible exception of the last picture on the first page.  Even that one area would not justify repainting large areas of the house at our expense.  The screws in the wall and the poor paint patches you show in your photos were present when we moved in to the home.  I attached our move in photos to the original BBB complaint and I will attach the move in survey as well.  Instead of putting additional holes in the wall, we carefully utilized the screws that were already present when we moved in (even if the location did not work well with the decor we were wanted to hang up).  We did this to prevent further damage.  It appears from the photos that your company is either trying to force renters to pay for damages that were either not fixed in-between moves or that multiple committee reviews were unable to notice the existing damage.

  Yes, you offered to refund the cleaning fee that was inappropriately charged at moveout (we appreciate that), but we have not decided if we are going to accept it because that would require us to sign your form taking away our ability to express ourselves further.  

  Historically, I have counseled my peers (and subordinates when I was a commander) to document thoroughly to avoid this type of scenario.   In this case we did document.  That documentation is just being ignored.  I'm not sure how to defend against that type of business practice.  We are still requesting that the repaint fee be refunded.

  Regards,
  
  *****************

  Business response

  07/15/2024

  The resident has settled this issue directly with RentWerx with a signed document and will be contacted further regarding this complaint being resolved.

  Customer response

  07/15/2024

  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

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just moved in to this home and not even a couple days later plumbing was backed up. We had it fixed once then not even 2 weeks later it backs up again and the plumber says we need a new pipe due to ours being cracked in 3 spaces. We have sewerage coming up in the showers and toilets which is dirty and unsanitary. When told the pipes needed to be replaced and an approval would need to be given by the home owners and property manager ( rentwerk) we waited for an answer. Another 2 weeks go by and we hear nothing. I made a call to see the status of the fixture to find out the request was denied due to the replacement pipes not being a necessityWe are told we cant flush basic toilet paper which goes in the toilet and showers cant take longer then ***** minutes or we risk flooding again because the pipes cant take it Im having to keep my son away from the bathrooms in risk hes gonna get sick from the sewerage constantly coming up or the smell of the toilet paper and s*** This issue was not disclosed to us when we moved in and according to the plumber the issue was before we moved in. Im trying to see what we can do to get the pipes fixed so we dont have to be worried about anyone getting sick from the sewerage and we dont have to worry about flooding anymore.

  Business response

  05/13/2024

  All requested work orders for this tenant were promptly filled. Debris was cleared from the lines, ensuring the functionality of the shower and toilet. We executed the authorized work efficiently, however, any additional, higher-cost tasks require owner approval before proceeding. We were unaware of the issue prior to move in, but we have taken all necessary steps to ensure the home is fully functional for the tenant. The tenant has also been advised not to throw specific items down the toilet as well. 

  Customer response

  05/13/2024

  Complaint: 21660418
  
  I am rejecting this response because: it may have been fix temporarily but for us to be here and have a child here it needs to be fixed permanently for his safety and health. We can not risk it backing up again and having sewerage come up for any reason. Its unacceptable for the price that is paid on the house. For plumbers to say that it is an issue that has been here since before we moved in and for no one to know is unacceptable and it needs to be fixed. The business is in charge of telling the owners the risks and for them to think its not important to fix is wrong. Anything could come up those pipes.
  
  Regards,
  
  ***************************

  Business response

  05/16/2024

  Unfortunately, we cannot proceed with a project of this scope and cost without the owner's approval. All information has been presented to the owner, and they have decided not to move forward with this specific work at this time. We have completed the approved work orders, and the home is functional. We understand this may not be the ideal solution, but everything is in working order and the tenant has been given instructions on how to best avoid more issues with this repair.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was notified on 04/24/2024 of a list of itemization of charges to Rent Werx that I owed them due to move out charges. I filed out a review response (attached below) to dispute their claim. The document states that I will be notified. However I was not and I was charged anyway on 04/26/2024. Not to mention in the attached document below I detail evidence that demonstrates clearly that the property was in excellent condition with before and after photos dated prior to my lease and at the end of my lease for comparison.I did not pay them. They fraudulently charged my account.

  Business response

  05/06/2024

  The tenant was responded to within the 10 day window of her disposition dispute on 5/2/2024. The tenant was charged per her lease agreement in paragraph 11 that states "For any damage to the home above fair wear and tear after
  RentWerx conducts a final inspection, an itemized final bill will be presented to the outgoing Resident for immediate payment in accordance with this lease agreement". The tenant received her disposition and was charged for the make ready. Furthermore, attached are photos on how the home was left unclean, as well as with trash. The bulk of the cost was cleaning. The tenant has been notified that all charges stand at this time. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up originally for the Platinum package, which included their varied Assurance programs. Per their communications they were ordered by a court to stop providing said services. Within a year they dissolved the assurance coverages and at the same time changed their pricing model, leading to an increase in the rent cost of 20%. When I complained they told me they can make any changes they want to our agreement. This is juvenile business operations. The total swing in my cost of using RentWerx has increased more than 50% after you price in the additional insurance I now have to secure. Increasing any customer costs while reducing the services offered shows a lack of interest in Landlord's interests, and I bet the same of lack of caring is shown to the tenant as well. I will changing property management at the earliest convenience, but since I do not have contact with the tenant, I do worry their interests will be protected through the process. My issue is not with them.

  Business response

  12/19/2023

  This issue has been resolved directly with the owner. A credit was issued for what was in question. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a Biohazard for my self and my children. I feel like they are taking this issue lightly and it's not right. This is so un expectable To come home after work and come home to this I need this addressed immediately! Its been a whole week an nothing has been done. I am living in filth and it is a hazard to myself and my children.

  Business response

  12/07/2023

  Rentwerx was made aware of a clogged toilet causing overflow on 11/25. By 11/27 the owner approved plumbing work which resolved the issue at the time. We did also waited on a vendor quote for additional repair. 

  On 12/1, the tenant report a new issue, the kitchen sink being clogged. Quote was obtained and sent to owner for approval, the owner requested a second quote on 12/5 and finalized order on 6th, and was scheduled to begin on the 7th. 

  To compensate for the inconvenience caused, the tenant will receive a $500 deduction from their January rent. This compensation amounts to 17 days' worth of rent.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired a management company to rent out a property for me at ******************. I was doing the make ready my self on Feb 27, 2023 and the new tenant showed up at the property to inspect their new residence while I was making the place ready. February 28, 2023 they moved into the premises and I contacted the management company to get the new tenant contact information to line up venders to complete work that was left incomplete. I was advised then by the management that it was a violation of the lease agreement to give out information on client.I then started to email them all the vendors information so they could coordinate with the new tenant to complete work order.I contact the management company this Tuesday to give them ********************* information so they could get a garage door install and they told me there was no one living in the property. In fact what had actually happened was without telling me, they said they had ended our management agreement on March 1st, 2023 Because They said I violated the lease agreement by contacting the tenant. I then requested the security deposit for the tenant and they said they did not get a deposit for the property but instead got a Risk Mitigation fee of $1,500.00 and is non refundable. They managed the tenant for 1 day so where is the Risk that they are taking since they discontinued the management of the property. I need my deposit for this property and they are unwilling to give me this fee that they collected form the tenant and referee me to the leasing contract. The issue is they themselves sent the tenant to the home on Feb 27, 2023 which would be a breach of their own contract of not having contact with the owner of the property. I have painters that where on property on Feb 27. ************************************************************************ at ************

  Business response

  03/24/2023

  Hello,
  
  The owner has been with RentWerx ******************* for **** Thunder Gulch since October 26, 2020. On February 21, 2023 the owner decided to complete his own make ready and was notified that a new tenant was set to move in on February 28, 2023. On March 1st 2023, the owner called our office asking for the tenants contact information. We notified him that was a breach of contract and would not be allowed, but we would help him coordinate any ongoing maintenance with his vendors and the tenant (Paragraph 17, Section D PMA). The owner then got upset and told staff he was going to send a ***** over there to get the tenants contact information. I let him know that we would be ending management, and that it could take as long as 30 days to do so. Our management agreement allows us to terminate immediately without notice (Paragraph 3, Section H PMA).
  
  The tenant did not pay a security deposit, as she opted in to pay a month fee in lieu of deposit (Paragraph 11 Lease). The tenant also paid a Risk Mitigation Fee of $1,500, that is an administrative fee,non-refundable and will be retained by RentWerx (Paragraph 4, ******************** owner was also advised that the lease is now null and void, and he can create his own lease requiring a security deposit (Paragraph 25 Lease).
  

  Customer response

  03/24/2023

  Complaint: 19848582
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  I have always had each tenant contact information and have taken care of all work orders. In fact receive each deposit back and have to give itemized charge backs since 2016. Rentwerxs has always known this. They dropped service after 1 day so please tell me what they are mitigating  for this charge after just 1 day of management  as I require a deposit for every tenant which I can show. I have never had a tenant that did not give a deposit.I did not know this until after I received the signed tenant lease that the tenant signed for something else. They are treating my property as if it was there property. The new tenant showed up on the new property on Feb 27th, 2023 in which I had no control of, but did not take possession of rental until Feb 28, 2023

  Business response

  03/27/2023

  Hello,

   

  Per the management agreement, RentWerx has the ******************* and ***************** per paragraphs 4,5, and 7 respectively. All plans were updated as of 1/1/2023 as well. Although the owner may have had different circumstances in the past, RentWerx reserves the right to make these decisions per the management agreement. We no longer collect security deposits as part of the Preferred Tenant Program (in property management agreement) unless the tenant opts to pay a security deposit. We screened the tenant, and charged a risk mitigation fee per our screening criteria, prior to the termination of this property management agreement. This is a fee retained by RentWerx and is non negotiable.

  The owner has a tenant in place and per the lease, is null and void. They are able to collect any funds they sees fit from the tenant, and enact their own lease.

  RentWerx

  Customer response

  03/30/2023

  Complaint: 19848582
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  TYou dropped me after 1 day of management of tenant so what is your risk mitigation was taken. Please return this Risk Mitigation fee as I require all tenants to put a deposit and now I'm the one taking the risk!!!

*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. ↩