Complaints

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:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had nothing but back and forth from this company. We feel that our need to speak with anyone has been neglected as anytime we try to reach out to them, they close our request and call it finished with no response. We have paid almost $5000 in the past month and no one cares to explain why we are paying so much. Our lease ended and they were still trying to charge us rent, and are also trying to double charge us for utilities for last month. They said we renewed our lease without us signing any paperwork, and then did not respond when we questioned it. We also have not received our deposit back. The whole ordeal is incredibly frustrating, and if nothing is done then we will bring this to court.

  

  Business Response

  Date: 04/04/2025

  The tenants agreed to renew their lease on January 7th - documents were sent same day. Red Wagon sent reminder and called following up to the lease renewal documents. February 12th tenant notified us 2 weeks before their original lease end date that they were no longer going to renew. Red Wagon relayed to the tenant that they agreed in writing to renew and did not give proper notice. Because the lease extension was not signed their lease moved to a month to month as outlined in their lease contract. The tenants were notified that without proper notice they would owe the following month of rent (March 2025.) ****** made payment for March rent on 3/1/25 for $2,090.67 but it was returned due to insufficient funds resulting in late fees. ****** did not make another payment until 3/7/25. The tenants have not paid $5000.00 in the past month, they have made 3 payments (3/7, 3/21, 3/28) that went through for a total of $2,740.67. The deposit is processed within 30 days of meeting all three of the following: Keys have been turned in, rent is paid in full, and the lease is finalized. Their lease ended 3/30/25 - their deposit will be processed within 30 days from this day. The tenants still have access to their portal and ledger. Tenant's were not double charged utilities - they are charged through the end of their lease period. The most current utility bills are through March 5th. They will have one more billing cycle that will be prorated from March 6 - March 31st that will be posted. Attached you will find the tasks the tenants submitted and where we responded to all of them as well as an email between Red Wagon and the *** ******* ****** confirming that their account has been updated. Please note: Red Wagon has a 1 business day response time. The tenant's nor their *** allowed anytime for us to respond to them yesterday before submitting this complaint. As of close of business we have responded to all correspondence and updated their ledger to reflect no reoccurring rent for the month of April. The tenants still have a balance of $192.03 for their CPS and SAWS billing. 

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Property manager refused to make repairs to home. We have a sewage gas exposure to the home since May 31st and the issue is not resolved. Manager/owner of Red Wagon refuses to speak with the tenant.

  

  Business Response

  Date: 08/22/2024

  We understand the tenant's frustration. The owner of this property has filed an insurance claim to remade the repairs - unfortunately this is taking sometime and the response from the insurance company is very delayed. We have since spoken to the tenant and offered to either allow them out of their lease or continue to reside in the home with a rent credit. The tenant has opted to continue to reside in the home and receive a credit for rent until the repair is completed. 

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July, 2023 Red Wagon Properties sent Brown ********* Plumbing to my residence to fix a leak in the bathtub. This was a very small leak and was present at move in, they were aware of it. ***** showed up and left, the leak got worse. I contacted Red Wagon and informed them the leak was getting worse. Aug 6th the portal stated that they needed to contact the property owner for approval. The next three weeks I continued to call the office and tried to explain to them that the leak was now much worse. I got no where. On August 28th response to work order, working with the owner for a solution. Prop owner sent his man 9/23. My water bill:9/23 $71.52; 10/23 $543.56; 11/23 $958.70. I had someone show me how to shut the water off. and for a couple weeks had no home water, 12/23 water bill $40.14. The owner had his handyman contact me and he immediately came over and problem resolved. FTR my average water bill is just under $50. Red Wagon forces tenants to pay utilities through them and I cannot get info from Water svc because my name isn't on bill. They also only give an option to pay all monies owed or a portion thereof not differentiating the bills vs rent. I paid the 71 and 543 bills but finally talked to ******************* and she stated I should be responsible for the water bill and that once I received an invoice I could apply for a credit but that the process was lengthy. and that i would be paid as a credit to my bill over several months. I explained that this would not work for me because My lease was up in Feb and Brown plumbing caused this leak to worsen. Also that I already paid overages of about 520. ***** told me to send in $100 over the rent as good faith and that she would work on a solution going forward. this conversation took place at the end of November, it's Feb now, I haven't heard from her and they are threatening to evict me. However, they have received at least one credit from the water company; refuse to answer the phone and won't respond in the portal!

  

  Business Response

  Date: 02/08/2024

  We submitted an for a credit from SAWS in November 2023 on behalf of the tenant and told the tenant it would take ***** to receive a credit from SAWS. A credit of $300.00 was provided from SAWS in January of 2023. This credit is not a refund of bills paid but a credit towards the bills. The credit has been applied to the tenant's ledger in January and will go towards all unpaid utilities for the tenant through the end of February. Attached you will find the utility addendum signed by the tenant outlining all utility expenses are the tenant's responsibility and their ledger showing credit given.  The tenant is responsible for the remainder of unpaid utilities after the credit has been applied. They currently have a $57.18 credit towards final utilities. The tenant is currently behind in rent by $800.54 which is why a notice of eviction has been sent by our accounting department - this is only for unpaid rent. Not for utilities. The tenant has spoken with both out receptionist and our accountant in the past 2 weeks where they both outlined this for them. 

  Customer Answer

  Date: 02/14/2024

  Complaint: 21265286
  
  I am rejecting this response because: Red Wagon Properties is ignoring the original cause of the problem and misrepresenting their actions relative to the original issue. I have attached an email chain between me and their accountant. Also, the last few water bills are attached. The pattern clearly shows there is no gross amount due, which would cause them to redirect rent monies otherwise. Further, as the original problem was caused by people they sent, not the owners' people. There should be some culpability on their part. I have already paid amounts greater than I should have, as you can see represented on these bills. Please make note of the section where it shows what was previously paid and how no balance is brought forward. This should point out that they have either received another credit or that something else is going on. It is important to note that they said I had a five hundred and something balance on here (see business response), while asking me for much more than that. Reluctantly I have paid all past due amounts. My tenant portal showed that $598 was past due, and on that morning, I paid $600 dollars. The next morning, they said I was $8.00 past due. That amount has gone up $10.00 a day since then. You cannot understand the level of frustration with these people. Oh, and I still have not received a return phone call only a letter telling me I should pay the utilities. Nothing else, no other communication.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/16/2024

  Attached you will find the tenants signed utility addendum outlining all utilities are the tenants responsibility. The work order was submitted on 7/25/23 and a plumber was dispatched the following day. The owner requested we use their preferred vendor to complete the remaining repairs. Attached you will find the full correspondance  to both the tenant and owner. Red Wagon followed up several times requesting invoice - this is needed to submit a claim to SAWS. The vendor finally sent over an invoice in November of 2023 and Red Wagon submitted a claim on behalf of the tenant to SAWS utility company requesting a credit. Red Wagon relayed to the tenant this process takes ***** days and when and if SAWS agrees to a credit it will be reflected on the tenant's ledger as a credit towards utility bills for the remainder of the lease. Saws reviewed the water usage and supplied a $300 credit. We also asked the owner if they would be willing to credit further and they denied the option stating it was not their responsibility as outlined in the tenant's utility addendum. The credit was applied to the tenant's ledger in January. February ****, tenant did not pay their full balance which resulted in an auto notice for late rent and eviction. On 2/11 the tenant paid their remainder past due rent. Attached you will find their ledger outlining when payments were received. At this time Red Wagon has mitigated the leak, submitted claim to SAWS on behalf of the tenant, and provided a $300 credit to the tenant's ledger. As the tenant has made his payment in full as of 2/11 no eviction will be filed. 

• Initial Complaint

  Date:02/01/2024

  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.

  The business is a property management company that manages the unit I live in. The hot water has been out for over a week and the repair man whose number we were given says that he can't come install the new water heater until he gets the confirmation number that he will actually get paid for doing the work. The company is slow to reply especially given the fact that this is an issue that affects the health and well-being of the tenants.

  

  Business Response

  Date: 02/01/2024

  -Tenant submitted WO 1/21/2024
  
  -Had some issue getting the Claim submitted, contacted owner on 1/22 and she submitted the claim personally
  
  -Appointment was scheduled for 1/24
  
  -Vendor completed temporary repair that did not hold on 1/24

  -Tenant notified us the following evening that the repair did not hold - we resubmitted the a claim with the home warranty.
  
  -We called the home warranty on 1/26 to make sure the claim was still open, the vendor had submitted their diagnosis on 1/24, HWA confirmed it was open and they would not give further updates to us. We contacted the owner to help facilitate in the process and make sure the ********************* she pays for follows through on repairs.
  
  -HWA was processing the estimate that was submitted by the vendor on 1/24
  -HWA sent the uncovered costs to the owner on 1/26 and she accepted them on 1/30
  -Red Wagon called HWA today and they stated they are pending an update from their warehouse to confirm when and where the replacement can be picked up. This process can take up to three days
  -Once the information for pick up has been sent to the vendor they will pick it up and coordinate an appointment with the tenant
  -The owner agreed to pay the out of pocket costs to ensure the repairs are completed with no further delays because of the home warranty. 
  - Red Wagon called the vendor again today and they were able to confirm that they are pending the authorization for pick from HWA
  -The owner agreed to give a credit for rent to the tenant from 1/25 to the date in which the installation is completed. The tenant has been notified of this credit. 

  Red Wagon does not manage the vendor in question - they are supplied through the owner's home warranty. The tenant has been updated on credit offered by owner. Owner is more than willing to fix the issue and has been in constant contact with the warranty company to make sure the claim is taken care of. 

  Customer Answer

  Date: 02/01/2024

  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

  Date:09/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Red Wagon took half month's rent for 'Make ready & Maintenance' from the rent money due to me. Part of that money included $304.93 to re-key my house. Red Wagon should have deposited $2,179.45 into my account. They deposited $1,607.98. I was told that the re-keying of my house occurred on August 15th, but the attached invoice copy shows that the re-keying occurred July 29th. Red Wagon owes me $597.58.

  

  Business Response

  Date: 09/08/2023

  We believe this issue is resolved based on the emails received from the owner this morning. For clarity, the owner has a Property Management Agreement they signed which outlines the 50% leasing fee. This fee does not include rekey or any make ready items. This fee is used to pay for photos and the agents who list the property and bring in a tenant. Our Operations Manager emailed the owner with a detailed outline of when invoices were paid and how to review statements as the encompass a span of two months rather than a 1-30/31st monthly statement to account for rent being paid early or late for the current month the statement is generated. (Email Attached). The owner responded thanking us and provided constructive feedback that we will take into our business practice. 

• Initial Complaint

  Date:07/13/2023

  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.

  My family and myself were tenants of Red Wagon since 2019. They taken over from a previous property management company that we were with since 2017. I had no issues with Red Wagon they fixed things as noted to them. We renewed our lease every year with them except for this last year. We received notice on 3/29/23 that the owners were moving back and we had to be out the house on 5/30. I understand in the lease a *************************************************************************************** March to inform a tenant they need to be out pretty much in 30 days is ridiculous, finding a house, moving and still paying rent was very expensive. We found a home thank God but I emailed Red Wagon to see if we can move out early at least 2 weeks early and prorate the rent. ***** got back with me and said no they are not able to do that since the home will be unoccupied for 2 weeks and the owner is moving back in July. Ok fine she has said that I was not able to pay last months rent with my deposit ok fine. My husband and I made and worked and paid $2,133 like we do every month. The real problem came when it was time to do our move out. We were not informed what to do with the keys or that we get charged for a move out inspection. Why should we pay for a move out inspection??? We never had a walk through with the company I took video of the whole house and showed normal wear and tear of a bathroom door and the closet door that was right behind it with no door stopper so yes there will be damage from the entry bathroom door k*** to the closet door middle panel. I also got charged an unreasonable amount for cleaning the carpet. Due to stains and pet odor through out the home. LIES!!! Out of my $2,145 deposit I only received $907 back. Ridiculous!!! I admit to some of the other issues in the house and take full responsibility of them. But a $20 ceiling fan string that broke the same day as move in when we tried to cut the ceiling fan light on, $65 for the standing water in the dishwasher and cleaning of the dishwasher?? Over $300 in carpet cleaning and the $35 for the damage door. Also normal wear and tear on the cheap light switch covers that were cracked. I disputed the $300 carpet cleaning the dishwasher and the door damage because I sent the previous landlord an email upon move in that the carpet was dirty and did and we never received the walk through paperwork to write down our issues with the house. So ****** who takes forever to get back in contact with me asked if I had any documentation that I sent to the previous property manager I sent her the email with the carpet concert dated 2017 advising about the carpet and the walk through form that we never received that wasnt good enough then she is going to ask me for pictures I told her I dont have any pictures and they she just stopped responding until today The owner along with the operations manager have not approved of any adjustments or revisions on the account.The account will now be closed.Now house is up for sale and the owner never was moving back into the home as stated.

  

  Business Response

  Date: 07/18/2023

  The former tenant reached out to rebuttal their security deposit claiming they should not be charged for carpets, damaged door, and light switch - we asked for any proof of the status of the home at move in as this was a transfer property to us. The tenant was unable to provide any evidence supporting the damage was preexisting. The previous management company supplied move in photos and per the tenant's lease they are responsible for a full cleaning and carpet cleaning at move out. These items did not happen at move out - and per their lease they were required. The tenant did not provide receipts of a professional clean or carpet cleaning. Further, the door was not damaged from lack of door stops - there was a hole in the middle of the door (attached). We agreed to refund for the light switch cover and pull string for a total of $32.00, but unfortunately with lack of evidence and guidelines outlined in the lease regarding the expectation of cleaning and carpets we are unable to refund this. Attached you will find the move out itemization and email correspondence requesting further evidence.  

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the services of Red Wagon Properties to rent my house. The tenant signed a lease from November 2022 - March 31, ****. In May 2023, Red Wagon Properties notified the tenant vacated the property. In early May, the pool maintenance company notified me that the pool water was low, I requested Red Wagon Properties to request the tenant to add water to the optimal level. Red Wagon advised the tenants had vacated the property. I had planned to again use Red Wagon to rent the house if it did not sell. I decided to go with another real estate broker, *********************************************************** subsequently notified me that there were extensive sheet rock damage to the sheet rock necessitating patching and painting repairs, directly contradicting the email I had received from Red Wagon Realtor **********************************************. ********************** sent me an email on May 9, 2023, wherein she stated that, "...The ;tenants left the home in great condition so no need to worry about that ." As I said, I was still planning to use the Red Wagon to rent the property if I failed to sell it. I was aware from my Red Wagon statement that there was a $4000.00 security deposit and I began questioning various individuals at Red Wagon about the process to obtain the security deposit, since the tenants had broken the lease and left extensive damage. The Red Wagon employees seemed evasive to me, and continued to conflate the remaining rent check (approx. *******) with the security deposit. I subsequently obtained a repair estimate of $2150 to repair the sheet rock and patch/paint. I received an email from ******************************* on June 8, 2023 stating that, "....We do work hard to bring them right back up to condition and is why they pay a deposit so those funds can be use for as many repairs as possible." I continued to press for Red Wagon financial employees for the return of my security deposit, until finally ******************* admitted Red Wagon had returned the security deposit to the tenant.

  

  Business Response

  Date: 07/03/2023

  The owner's tenants terminated and moved out of the residence 4/30/23. In the ************** the landlord and property manager only have 30 days to process  a security deposit. Red Wagon Process the security deposit on 5/30/23. The owner was supplied with the move out inspection and at no point brought any concerns to us nor did his real estate agent until after the 30 day period. Unfortunately, the damage the owner is claiming was found to be present prior to both Red Wagon taking on management and the tenants moving in (attached is the email correspondence from Red Wagon to the owner outlining this concern along with the previous listing photos, the move in inspection, and move out inspection). We have also compared side by side the move in and move out inspection along with the tenants move in condition form and determined that the tenant does not owe $2500.00. We have requested from the owner photos prior to the repair (Painting) his real estate agent is claiming as the move out inspection does not show large holes in the wall. We are happy to review any evidence he has that is contrary to what was supplied on the move out inspection, but he has not supplied this information nor a receipt of work completed. At this time we are at a stand still. The owner has not responded to our last email correspondance requesting this information. Again, we are happy to review with the owner - but the tenant can not be held responsible nor Red Wagon as this damage was not at the fault of the tenant. We are in the owner's corner, but we can not be unethical in charging someone for damage they did not cause. We offered to review photos in hopes of helping the owner understand based on physical evidence what we, the property managers and him as the landlord are allowed to charge a tenant since this is the first time he has rented our a home. 

• Initial Complaint

  Date:06/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a message in April that my lease will not be renewed. The email stated to be on the lookout for further communication via Docusign and I will receive further information regarding the move out process. On 6/26 I sent a message stating I havent received further instructions yet. I received a nasty response from ********************* on 6/27 which was a screen shot of the email and said I was notified back in April and I must vacate the property 6/30. I immediately responded that yes I received that email but it stated I would receive further instructions and I never did. She quickly responded that I can refer to my lease for the expectation. Again, that was not the instruction the email in April stated. I responded back if I can have a manager contact me. ***** quickly responded that she would like to know what the call will be in regards to so she can be prepared. I immediately responded the end of my lease. After I responded then there was no further response. I waited until the next afternoon for a response and never heard anything. On 6/28 @ 1:43, I sent another message asking if my account was flagged as a bad tenant or something, I have always paid my rent on time. Let them know ** still waiting on a call and Im not angry but extremely hurt by this. I moved here from ** and this was my first house rental. Im used to working with a landlord to do a proper checkout as this was new to me. I never heard back. I sent another email on 6/28 requesting an official walk through as no one can simply return my call because Im not understanding the checkout process laid in my lease. As I have said this is new to me and Im not understanding the wording and wanted to make sure Im doing this correctly. I am now very hurt and believe I will be charge extra off my security deposit because for some reason ********************* or the company has something against me. I have cried over this as I just dont understand why Im treated like this by *********************.

  

  Business Response

  Date: 06/29/2023

  The owner of this property is taking the home back as they are moving back to ***********. The Tenant was notified on April 30th of the Notice of Non-renewal (Attached). Following this notice she was also sent move out information the same day (attached). On June 26th, after-hours the tenant commented through her portal stating she has not heard from anyone regarding the renewal. Our Property Manager responded the next day, June 27th reminding the tenant that she was sent a notice of nonrenewal - attaching the notice for reference. At this time the tenant did not specify what she was needing. The tenant replied the same evening (after our business has closed) stating she has not received the move out instructions - We replied stating this was sent over a month ago - in addition to being outlined in her lease documents - which are the tenants responsibility to review.. The original email from April 30th was also attached for the tenant to review. The tenant replied asking for the manager to call her - the manager responded the same evening (after hours on the 27th) asking for an outline of what she wished to discuss as the tenant was requesting a phone meeting and wanted to be prepared. This was all after hours - the tenant did not give us an opportunity to respond with time slots available for a meeting before putting in a complaint. We established that our response time during the busy season is 2-3 days, specifically for our manager who is already pre booked with meetings and calls. Our manager relayed this to the tenant this morning June 29th (1 business day after the tenant requested a call.). Our ********************* *******************, also jumped in and resent the tenant's move out instructions as well prior to our manager's response (Attached). We have not had any further communication with the tenant since this complaint came in. We are happy to resend move out documents and answer tenant questions - however we do need adequate time to respond. It has been 1.5 business days since the original chain of communication was initiated. The tenant has since been provided with the items she requested, less a meeting with our manager who is in meetings through 4:00PM today. 

  Customer Answer

  Date: 06/29/2023

  Complaint: 20252559
  
  I am rejecting this response because:

  I'm rejecting the response due to the mistreatment I had by *******************. I searched all the emails and I never received the email she attached and when I stated this on the portal she never stated those instructions were sent. You can look at the screen shot I provided with her response. I received a call today from ****** and she was extremely helpful and I very was crying and very emotional not understanding why someone would treat me like this. This is my first house rental and I wanted to make sure I was doing the check out correctly. ****** was extremely helpful and kind.  Just simple customer service would have been nice. Yes, ***** was messaging me after-hours but as soon as I asked for a manager to call me it was crickets and I did state (you can see the screen shots) This was in regards to my lease ending. She could have replied back that she is extremely busy but will ensure someone contacts me, especially since she was responding very quickly to the negative messages she was sending me and my lease is ending in 3 days. This all goes back to simple customer service. And a simple phone call with an apology would be nice and maybe an explanation.

  
  Regards,
  
  Crystal Synkiew

• Initial Complaint

  Date:05/04/2023

  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.

  Nature of problem is with Move out charges. We were renting a home from Red Wagon Property management, we had renewed our lease August ********************************************************************************************************* before Nov 30th 2022. On Oct 13th 2022 we received an email stating we needed to pay a Early Termination fee (equal to 1 month's rent) up front. This fee is not used for rent, it is used to cover the marketing/admin costs of securing, processing and placing another tenant in the home. Paying this fee does not release you from your obligation to pay rent, rather it kicks off the marketing process. This charge was paid same day. On Nov 6th 2022 we received an email from agent asking to schedule a meeting to do a quick walk through. Appointment was set and agent cancelled due to illness. Agent reached out on Nov 16th 2022 to reschedule, we were out of state. On Nov 29th I emailed agent to let her know we had completely moved out, walk through was never done with agent. We paid rent for Dec 1st 2022 & Jan 1st 2023. On Jan 27th 2023 we received an email stating that they had approved a renter and finalization would be the following week, New tenant moved in on Feb 2nd 2023. Correspondence via email started on March 8th 2023 letting accounting know that we still haven't received final bill owed (Utilities) plus 1 day rent and when should we expect remaining deposit. We were told that I hadn't provided a forwarding address(Address provided) and a check would in the mail that same day. On March 20th 2023 I emailed accounting asking if check had been sent and for list of charges. On April 4th we received via email list of charges and amount of deposit. I asked Accounting to please give me a call to go over charges to this day 5/3/2023 I still haven't received a call to dispute. I have asked several times for proof of actual Abnormal damages Not normal wear and Tear. Once again I have emailed and called numerous times.

  

  Business Response

  Date: 05/05/2023

  ***** and ********************* asked to terminate their lease early. We require tenants to pay an Early Termination Fee as outlined in their lease to begin marketing for a new tenant. In the meantime, the current tenants, the Burtons, are responsible for rent, utilities, and landscaping until a new tenant is procured. The Burtons did not let Red Wagon know they were vacating immediately and it was only upon our marketing agent reaching out to reschedule a walk through that we were notified they had vacated - The Burtons did not request any final walk thru prior to departing - further, a third party inspector is used solely to document the home. They are only there to take photos - this report is then **mpared to the move in **ndition form to itemize tenant and owner related changes. *********************** reached out to ** on March 8th stating the check had not made it to her new residence in *********, our ac**untant in training responded to *********************** letting her know we did not receive a forwarding address for her. ***** **mplied with the request - a **py of the statement and check were issued and mailed out the same day. Per the tenant's lease: Their 30 day notice to process a security deposit does not begin until the tenant provides all of the following: at least a 30 day notice, the tenant surrenders the home, and provides written documentation of their forwarding address. We did not receive her forwarding address until March 8th, however their security deposit was processed and an itemization emailed to them on March 2nd, 2023. *********************** has disputed her security deposit charges as of April 28th - in which the owner agreed to refund an additional $382.48. *********************** has not provided further evidence above her move in **ndition form which indicates the Burtons are owed anything further - the owner agreed to the additional refund as act to resolve and close out the ac**unt - we are happy to **ntinue **mmunication with the tenant, but again they have not been able to provide evidence that the remaining charges for damages are not their responsibility as of our last emailed response on 5/3/23
  
  
  Of the items *********************** is disputing: 
  2. Tighten and secure door handle for freezer in kitchen Normal wear and Tear
  **PM RESPONSE: The handle to the kitchen freezer had been ripped off and damaged. Was not reported to move in. ****** reported the fridge to be in working order with minor dings at move in.**
  
  
  
  3. Water damage under the sink and if you are talking about Kitchen work order was created and faucet was replaced by owner's warranty **mpany not responsible. 
  **PM RESPONSE: Refunded**
  
  
  4. The blinds were broken when we moved in and we submitted a repair order, in which we were told the owner was going to check with their warranty ** to see if it was **vered. The blinds were never fixed. This was documented in our initial walk through. 
  ***PM RESPONSE: Refunded 2/3 of **st based on move in **ndition form***
  
  
  5. Toilet repair in Master bathroom please provide **py of repairs, toilet was working properly at time of move out. 
  **PM RESPONSE: Refunded**
  
  
  6. Repair for hole above window in bedroom 2 I believe you meant hole, provide **py of damage and repair **st. 
  **PM RESPONSE: Provided receipt and damage to tenant - was not present on their move in **ndition form. ***
  
  
  7. Lightbulbs were replaced throughout the house, all lights were in working **ndition at time of move out.
  **PM RESPONSE: Provided receipt -  4 lightbulbs were not operational at time of surrender** 
  
  
  8. Tightening the shelf in the laundry room, the shelf was not lose at time of move out and that would fall under Normal wear and tear. 
  **PM RESPONSE: Per last midterm tenant was storing items above weight standards for the shelf. Tenant was notified at mid term inspection they needed to rectify to avoid damage expenses. Tenant did not rectify prior to move out and wall had to be repaired and the shelf reinstalled.
  
  
  9. Touch up paint throughout house, house was painted prior to ** moving in and owner is claiming it needed to be repainted, Normal wear and tear. 
  ****PM RESPONSE: Home was painted right before the tenant moved in. Upon move out there were several large anchor holes in the wall that had to be patched and repainted in addition to excessive staining on walls throughout the home. Per the penal **de painting has a lifespan of 5 years - the painting in this home at time of move out was only 1 year old. The tenant was charged a prorated amount for damage above normal wear and tear***
  
  
  10. Landscaping - Leaf removal in front and back
  **PM RESPONSE: Tenant failed to maintain the landscaping through the duration of their lease and further did not upkeep the landscaping through the duration of their Early Termination. Provided receipt and damage to tenant

  Customer Answer

  Date: 05/05/2023

  Complaint: 20016034
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 05/05/2023

  Complaint: 20016034
  I am rejecting this response because:

  
  

  Red Wagon has made false statements. 1. They are claiming that we vacated immediately, this is false as you will see in the attached correspondence. On October 13 2022 I spoke with lease coordinator ( name will be in email) by phone asking what the process was to start early termination. She explained process and explained fee. I sent the fee same day and emailed lease coordinator that this had been done also adding that our move out date would be Nov 30th if not sooner. Lease Coordinator stated via email Perfect!  I have let accounting know.  Thanks! They are claiming that we had already vacated the property at time agent tried to reschedule appt. Agent emailed on Nov 16th asking if we could schedule for that Friday which would have been Nov 18th 2022 in which I responded that I was out of town was hoping to be back Monday. We actually gave a 49 day notice with ** actually vacating on Nov 26th 2022. I have documentation from Penske supporting this claim. I emailed agent on Nov 29th letting her know that we had vacated the home, in which she replied: Wonderful!  I'll get out there tomorrow early evening.  Please confirm that the front door is not deadbolted, and that keys & remotes are in the home. I confirmed that keys were in drawer. I reached out to agent on Dec 30th ********************************************* the home, which we never received a  response. On Jan 27th we received an email from agent stating: We have an approved application and their move in date is next week!  Once everything is wrapped up, we will let you know! On March 8th 2023 I emailed accounting the following: We haven't received any notice via email or mail regarding any balance due. I would like a breakdown of charges and also when we should expect our deposit. Lease term expired Feb 1st do to new renter in home and with it now being the 8th of March we should have received some type of communication from you. I do not have online access. I had not provided new address and did correct that day. On April 4th I received Final Statement, I requested documentation be provided to show damages. I was told by accountant that she was gathering the documents and would forward them once she had all of them. We have been going back an forth since the day I requested them. Let's go over business response to damages: Final statement states they had tighten and secure handle to now handle to kitchen door had been ripped off and damaged, hole above window in bedroom 2 they claim they provided receipt and damage to tenant, still waiting, Tightening of shelf in laundry room they are claiming that at the last mid term inspection I was storing items above weight standards for shelf and was notified at the time to rectify to avoid damage expenses. From what I recall the young lady that did come to the home was great we actually visited for a while and not once did she mention this. Now if this is in a report I would like to see it. Also shelf has gone from tightening to wall had to be repaired and shelf replaced. I didn't realize that repairing damage to a wall, reinstalling the shelf and a handle being completely ripped off of a kitchen freezer and put back on cost the exact same amount. Touch up paint throughout home is now several large anchor holes in the wall that had to be patched and repainted in addition to excessive staining on the walls. Per lease agreement under prohibitions: 3. make holes in the woodwork, floors, or walls, Except that a reasonable number of small nails may be used to hang pictures in sheetrock and ****** in paneling. Let's keep in mind that we vacated on Nov 26th 2022 and we were still the tenants until Feb 1st 2022 you would think that after the agent claimed that she would be going out to the home on the 30th that we would receive a courtesy call to inform ** of the damages giving ** a chance to correct after all we were still paying the rent on time. It's a shame this all could have been avoided if they would have just given ** a call.

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

  

  Business Response

  Date: 05/08/2023

  We understand the tenant may be frustrated, but we are unable to refund their entire security deposit. They have been provided with receipt of charges and have since disputed items.  We were approved to refund $382.48 additional to what they originally received back by the owner of the property - the tenant is unwilling to accept this. We have requested evidence from the tenant showing that what they are still disputing was in fact present at the time of them moving in - we have not received this information from the tenant. We must charge appropriately based on a tenant's move in condition form.
  Small nail holes are considered wear and tear, but anchor holes or hardware left in the walls is not. These holes have to be patched and painted - this is considered damage. 
  

  Red Wagon is willing to cover the cost of the Shelf reattachment of $32.48 to facilitate a resolution.
  The tenant was charged for 9 items. 
  We have offered a refund to the tenant 3 out of 9 items - totaling $382.48 per the owner's approval. 
  We are willing to further refund $32.48 for an additional item. 
  
  
  Please let ** know what we can further do to facilitate a resolution that does violate the agreement we have with the owner, our client. 

  
  

  Customer Answer

  Date: 05/10/2023

  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. However I do still disagree with the paint and repair charge since they never provided documentation/pictures of damages and I was told by accountant in training that she would provide them. I feel that Red Wagon definitely needs Communication training including Operations Manager. I look forward to the agreed final security deposit to be refunded and sent in a timely manner.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I were interested in a home that was managed by Red Wagon Properties I hired a realtor who began to work with the Red Wagon Properties listing agent to help get the application process started We visited the house and loved it. We confirmed with the listing agent that pets were allowed and got a response three days later. On that same day, the listing agent contacted my agent and encouraged us to apply that day. I filled out the application that night and provided all the necessary documentation and paid the required fees. Less than 12 hours later, I was notified of rejection due to their already being another accepted applicant. I called Red Wagon to rectify the issue and was greeted with extremely rude customer service from ******. I informed her of the situation and told her I wanted a refund because they already had an accepted applicant to the property while still encouraging me to apply. The application fee also included a credit check, which I requested a copy of and never received. ****** told me via email that I would have my refund mailed to me on 1/27/2023. As of 2/24/2033 I have not received my refund nor have I received a status update. Red Wagon Properties has blocked my phone calls and has been non-responsive to my emails. Im still out $123.00 and would like my money back.

  

  Business Response

  Date: 02/27/2023

  Tenant applied for a property we already had an approved applicant on and very upset that his agent advised him to apply. 
  He wanted us to electronically send funds to him - which we can not do which upset him. 
  
  
  Finally, he gave us a mailing address in the beginning of February and then 2 days after I cut the orignal check ******** gave us a new address - which I then recut on the 21st. Assuming he received the check in the mail- this should be resolved 

  Customer Answer

  Date: 02/27/2023

  Complaint: 19492097
  
  I am rejecting this response because: The information provided by the business is not accurate, and in fact a lie. The request for refund was presented within 12 hours of the business transaction, therefore the transaction could have been voided with the funds credited back to the original credit card. Furthermore, my agent encouraged me to apply AFTER the listing agent contacted him tell him our terms were acceptable. Lastly, the claim that I provided the address late is false. The address was provided in the original application and in the original email  of refund confirmation inquiry sent to the business. Please just apologize for the rude and inconsiderate business practices resulting in major inconvenience. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/28/2023

  Please see attached image. Refund check #**** was cut on the 21st.