ComplaintsforRoanoke Rental Homes, LLC

• Initial Complaint

  09/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We moved out a house that we rented for 2 years this company called Roanoke rental homes to go with the property of June of 2022 we reached out to them to do another pre-inspection they declined so we took it upon ourselves by thinking everything is going to be all right once we clear the house or should I say buy another house everything will be fine wrong answer now they're going out to our total deposit of 2100 saying that we did all that damage oh yeah they got all those after pics but no before pics so now we're leaning towards court and this is a lot of money the company that we're dealing with is very deceitful every time we call those guys to get them work order done it felt like we were talking to a bunch of weird people that wasn't professional we are so happy to get out of that situation but we want our money to close the door on this we wish their luck in their Endeavors to hopefully get better and treat people fair and correctly in life which don't cost anything we need somebody's help to get this thing done if there's anything you can do for us please advise thank you very much

  Business response

  09/25/2023

  Roanoke Rental Homes began managing the property in June of 2022.  When we began management the property was already occupied by the tenants.  They began their residency at this property through a different management company beginning on 8/28/2021.  We were given the lease and other pertinent documents from the previous management company.  The tenants requested a walk-through inspection when we began management.  An inspection at this time was not necessary as the tenant immediately began submitting service requests and our staff could see the damages from hard living to the home.  We could not do a typical "move-in" inspection as is done when a home is vacant prior to a move-in.  We did tell them to submit any service needs they would like for us to check out which they did.  We have never denied service needs.  Licensed technicians are always sent out to make repairs, if something is deemed tenant fault they may be responsible for that bill as per the lease agreement.Their current lease was transferred to us and was still valid.  Upon move-out (08/31/2023) we did a standard move-out inspection and found many damages.  The tenants claimed the damages in the home were there when they moved in, and that they had a move-in report.  We communicated with the tenants that if the damages they claimed were there prior to their move in August 2021 we would need to be provided with this as previous management would have included this documentation to us.  The tenants were unable to provide said documentation.  I have attached photos of the lack of cleanliness and the condition in which the home was returned to us.  There were nail holes with half-burned incense still in them, years worth of dirt on the bedroom doors and throughout, cracked and missing floor tiles in the bathroom exposing the subflooring and damaging it as well, multiple baseboards/window ledges/walls that had been chewed away by their dogs, spaghetti sauce like substance splattered all over the ceiling and window in the kitchen, paint splattered on the hardwoods, spilled wax on the walls, holes in the door, duct taped return air vent, dirty walls/lots of nail holes, filthy kitchen cabinets, dog hair caked to the walls, smoke detectors missing batteries as well as no air filter in the return vent for the HVAC system.   We feel the move-out inspection was done correctly based on the condition of the property as it was given back to us.

  Customer response

  10/04/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Good morning this is ***** ***** we are not disputing that was there they were Damage Done to the house when we moved in and established ourselves and our third landlord which was Roanoke rentals decided to take over the property we offered them or asked them to come to inspector at home they declined they can make all kind of excuses but by Virginia law they supposed to do a pre-inspection and also do an exit inspection so again this is totally wrong we know what what is right and what is wrong and this is a deceptive company that would do anything to take her money which they're trying to do we got $2,100 coming back to us we going to get that money back they are a crooked company we put out work orders requests they canceled saying that they did it which was a lie we are going to hold this company accountable anyway shape or form  Regards, ***** ***** 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Maintenance request about an unusable toilet due to piping and septic issue. Submitted request on July 19th 2023. I asked for prorate on the rent from unusable bathroom and they are only willing to prorate form the 27th. They acknowledge that when they sent someone out on the 20th the issue was not fixed and has been ongoing. The toilet was completely disconnected from the floor from the 20th-27th. Then tried to say the didn't know it was unusable and that someone who has never been to the property said we can use it. Told me I was being selfish for wanting a prorate for the entire time. I understand it was an ongoing issue but I would like a prorate for entire the time it was unusable. Marked a new work order for the water damage as completed that day when no one has been out to fix

  Business response

  08/02/2023

  We are always saddened when tenants are not satisfied with the response of their service needs. We had been proactively working on this request since it was turned it in on the 19th at 7:30 pm.  After the service team asked a series of questions of the tenant, it was sent to a plumber to assess as tenants confirmed that the issue could not be resolved through standard procedures such as utilizing *****, etc. The request was sent out to a plumber on the afternoon of the 20th as the tenant had been asked for additional questions and had not responded and to avoid additional waiting we sent to plumber without all information needed.  Due to the  request specifically outlining that the tenant was not going to be home until end of July/August, the plumber had another emergency requests where the tenants were home chose to take care of the other need first. He sent an estimate of repairs Monday July 24th, which was  immediately approved and plumber continued with repairs. On Thursday July 27th, afternoon, we received a phone call from tenant which stated that she could not use the toilet because it was taped off. The plumber left the toilet off just in case they need to complete future repairs to drain as they were actively working on it and the tenants stated they were not going to be home. After this call from the tenant we sent the plumbers to immediately reset the toilet so that they could use it. Our service team responded to the tenants concerning use of the toilet that per the head plumber that they could use the toilet, but it may back into lines (not house but in the lines only) at the most because they had cleared the drain lines out the day before. The plumber's goal at that time was to get them to a place where they could use the bathroom.   It was at this time; the plumber had not confirmed whether it was a septic issue or a drain issue. When the plumbers contacted the Service Team and stated that the Septic Tank definitely needed to be pumped we immediately contacted several septic tank companies immediately and the earliest availability was Monday July 31st late afternoon or latest Tuesday, August 1st in the morning.The tenant called our office on Tuesday, August 2nd very rude and unruly to the office staff many times speaking over her so that she could not properly communicate with her. Later that afternoon our office manager called the tenant to help resolve the issue. The tenant was still unruly and continued to speak over our office manager. During this call our office manager offered to request the proration of July 27th-July 31st the dates the tenant was in the home with a toilet issue as well as early termination of lease as the tenant is unhappy with our service. The tenant refused this offer for prorated rent stating she wanted to the prorate from July 20th-July 31st. We stand behind our offer and have given the tenant a credit on her account for $192.74 which it the prorated rent for July 27th-July 31st, we are still waiting on her response as far as the early termination goes. We are very aware that this whole situation has had communication issue from the tenant, our service team and the plumber which we are working to improve our communication process. In addition, to your complaint about the completed work order, our policy for service request that are completed in house, like the floor repair is that once it is assigned to a staff member and we have a placed it on their schedule, we do mark as completed. This Repair is to be completed today 8/2. Again, we apologize for the inconvenience and we do strive to meet the tenants' needs as quickly as possible. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 10th, one of the property managers commented on a public social media post asking if anyone knew of any home rentals willing to work with the housing authority and a past eviction from seven years ago. The individual answered the post saying that depending on the details, she was willing to help. The details were sent and she affirmed that she was willing to rent a home, sent a link to the Roanoke Rental Homes LLC website, and encouraged us to apply. We applied, paid the fee, and then set up a time to tour the house. The property manager chose the day and time. The property manager texted early, around 7am, the day of the tour, asking questions about the housing authority policies. We responded immediately, reaffirming the details. We drove into town and got to the house we were supposed to tour at 10am. We texted the property manager at 10:15 and 10:30. She was a no call, no text, no show. We still have not heard back from her.

  Business response

  12/23/2022

  We are very sorry to hear of your unhappiness with our company. In reviewing the comment made on social media as well as our text message thread. It appears we did share our website on social media and state we could possibly help, however, we did not encourage to fill out an application without viewing the property first. Our policy is to always view the home first before you apply to avoid paying the application fee if you do not like the home. We do have a text thread with a time mentioned for a viewing but it was never confirmed, therefore we did not show up for the viewing. We receive many texts through our online system daily and sometimes we may miss a response, but always ask that you please follow up with a phone call and let us know if you fell we have missed something. We sincerely apologize for any hard feelings this may have caused on your behalf and ask if you are still interested in a home please give our office a call. 

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