ComplaintsforRE/MAX Peninsula

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 1, 2022 I was looking for a rental house on various rental websites online and stumbled upon a home I was interested in that displayed an upcoming open house for the property for the following weekend. I contacted the number attached the website via text and was informed that I needed to contact ****** **** via a different number in regards to the rental. I immediately sent her a text asking if I was required to attend open house (because we live out of state) and if the property was still available. I then received a response within an hour with a short reply that attending open house was not required, but preferred. I also received a second text separately with a link to apply at which point my husband applied and I notified her via text within two hours of her last text advising her of what we had done so far. I never heard anything back and assumed that it would take time considering it was the weekend. After my last status update to her I never received not one text, email or call at which point I found strange. I texted her again on October 4th asking for a status update and what to expect moving forward. She immediately replied saying there was no update, but followed up asking for confirmation of my name (red flag). Once I gave her both my husband and my name, she then said I had not submitted my application along with my husband which I knew but was waiting for an update before I proceeded so I wouldn't be paying application fees for no reason. At any rate, I then submitted my application within the hour and told her once I was done. She thanked me and another 8 days went back without hearing from her. Once again I texted her asking for yet another update and she asked me to allow 48 hours for a final decision. Within the next 5 hours I received an automated email stating another applicant was chosen. I reached out via email and text asking for management and my request was ignored and I was offered a call to be told their process. I asked to sen

  Business response

  11/30/2022

  Business Response /* (1000, 8, 2022/10/27) */ Thank you for contacting RE/MAX Peninsula with this information and the consumer complaint. This *** complaint is the first communication received from the consumer expressing dissatisfaction with the process. Otherwise should the consumer directly communicated with the company, the management team would have responded in a timely manner. It should be noted that all licensees are independent contractors with RE/MAX Peninsula, not employees. During the RE/MAX Peninsula application process the Tenant Selection Criteria is clearly stated before beginning the electronic application, which includes only completed applications (meaning applications must be submitted from all persons over 18 years of age, occupying the property) will be processed. Upon review of this complaint, it is our understanding of the timeline is as follows: 1. Potential tenant inquires about property from website and receives link to apply for property 2. Potential tenant (husband) applies for property on October 1, 2022 3. Potential tenant (wife) applies for property (thus creating a complete application per the rule above) on October 5, 2022 4. Husband and wife's joint application is processed on October 5, 2022 5. All potential tenants are reminded/notified of open house on October 8, 2022. (The open house is the opportunity for potential tenants to view the property prior to applying or leasing.) 6. Multiple applications are collected for this specific property, all (4) applications are processed and results submitted to the landlord/property owner for selection of tenant on October 11, 2022 7. Landlord/property owner communicated their selection of tenant on October 12, 2022 8. Selected tenant and rejected potential tenants were notified electronically of decision on October 12, 2022 The property manager in this situation communicated fairly and equally with all potential tenants interested in this property. Unfortunately for this consumer, the rental market is highly competitive and the property owner chose another tenant. In addition, it is clearly stated in the Tenant Selection Criteria that each potential tenant is requested to read BEFORE applying is there are "no refunds of Application Fees." Please let me know if there are any additional questions or concerns related to this matter. Consumer Response /* (3000, 10, 2022/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is providing misinformation and I'm absolutely not satisfied with their response. For starters, I have attached proof of me notifying them via text of my complaint. I cannot help the person they've hired doesn't represent them as they think she should. She called me after my complaint, but because of the distrust they created between I and them I preferred to have all communication between us in writing , so when I responded asking for her to send me the info via email she had claimed to want to share, she then went ghost. I submitted all of this as proof when I submitted this complaint, so I'm not sure why this company is claiming I never mentioned my issues or concerns with them directly. I even asked to speak with someone else if she could not properly handle my concern and again my request went without even an acknowledgement. Secondly, when my husband submitted his application and I noticed nothing had happened or no communication had occurred, I could understand my fault in that part. However, when I reached back out prior to me submitting my application for an update and she first respond that they're working on it (which was clearly a lie), then immediately respond back saying I needed to also submit an application. At that point when other applicants had began to apply, they should have told me then, that before I submit an additional application that the owner was interested in a another applicant which could have saved me from paying an additional *** and wasting my time holding onto hope when they knew what their intentions were all along. They can talk about what's in the fine print all they want, but it doesn't take away from the experience I had with this company. This was not my first rodeo and I know how processes as such works!! I have never experienced such lack of professional, communication and positive attitude. I should have went with my initial instincts when things seemed a bit fishy and moved on to the next. I will never do business with this company EVER, or at least in the state of Virginia and that includes renting or selling. No one should want a company like this representing them or managing a property on their behalf. Please note I have gone through other companies and when things were not in favor of myself, I understood and moved on. However, it is worth noting that this company gives zero empathy, doesn't care about the consumer and will receive zero recommendations from me to whom ever may be in the market for a new home, whether it be selling, buying or renting!!!! Sincerely, rightfully an unsatisfied customer

*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. ↩