Complaints
This profile includes complaints for Rockwood Property Management, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:04/09/2024
Type: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.
Feb 15, 2024, I met w/Dusty @ Highline Kendall Yards office 1335 W Summit Parkway to sign my lease. Upon arriving, ***** let me know that there had been a leak in the apt I would be renting & the floor in the master bedroom bathroom was damaged and not repaired. He said there would be a concession credit of $119 per day until the floor was fixed.When February 29 was coming near, and rent was due, I did not see the credit on my rental lease. i called to inquire about the credit not showing. ***** said ***** the manager would call me. She did not. I called again when I didn't hear from her. Feb 29 got closer I called again. ***** again said ***** would call me. This time she did. She said a credit of $150 had been applied to my account. I said, "***** told me the credit would be for $119 per day the floor was not fixed. As of February 29, March rent was coming due. The floor was still not fixed. That amount at $119 would be a credit of $1,725.00 for the 15 days between February 15 and February 29. I hung up with ***** and I called Dusty and asked about the $119 again. He said it was approved by corporate & was txting ****** ***** said ***** would check with corporate and call me back. She did not. I called again and left a voicemail. This time ****** called me back. She was very apologetic about the misunderstanding and said corporate was offering a concession of $150. I said this was not acceptable. A prestigious & elite property like Kendall Yards should have the integrity to uphold & honor the agreements they made with a tenant at the time of signing a lease. If the mistake was on Kendall Yards, they should honor their mistake.The floor was fixed on March 22 & all the other items that had not been done before the signing of my lease and my moving in. Today, April 9, ****** called & said corporate was offering a $500 credit. 2/15 - 3/22 is $4,403. I have voicemails from them acknowledging was said to me @ signing & telling me rent was due w/a $500 credit applied.
Business Response
Date: 04/16/2024
To Whom It May **************** was able to review this account and the activity on this specific incident. As she stated, the leasing agent did explain to Ms. ***** that there was a leak in the apartment and would be repaired. However, the applicant had an option to not accept the unit in its condition, and delay the move-in until such time as it was complete or choose not to rent, receiving a refund of the holding fee that was placed on the apartment. She accepted the apartment in its condition with the understanding that this work was needed.
Our property followed the requirements of the **************** Landlord Tenant Act, as it relates to repairs of work.
I, the Regional Manager, the Property Manager, and the Leasing Manager are the only authorized individuals to provide rental concessions, and nothing is approved unless provided in writing, as stated in multiple areas of the lease contraqct. After reviewing the file, I found no such communication indicating a concession to be issued of $119 per day. The only communication on file was the approval of $119 in total, which was increased to $500. This total amount, again, was not a requirement, but done so as a courtesy for the inconvenience Ms. ***** experienced.
Attached is the lease agreement, the invoice for the repairs, and the move-in condition report. I believe all of these are enough to show we not only remedied this issue, but went above and beyond by providing the concession that we did. The resident history report, also attached reflects the concession that was applied, leaving just the balance that was due as of April 1st.
If there are any further questions, please let me know.
Kindly,
*********************
Regional Manager
Customer Answer
Date: 04/16/2024
Complaint: 21552924
I am rejecting this response because: if you speak with ******, the leasing agent at the Kendall Yards location he will verify the concession to sign the lease and move in despite the condition of the bathroom was a $119 credit per day the fix was not done. His number is ************. He has said that was the agreement provided by management to him.
Sincerely,
****************Initial Complaint
Date:09/01/2023
Type: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.
First of all our apartment was delivered to us filthy- sticky stuff on floor, dishwasher caked in food and hair on the baseboards.During our lease, We have made multiple maintenance requests for our mini-split HVAC not heating or cooling correctly, and they get closed and deleted without an explanation or resolution. In December our Avista bill was almost 200 dollars for **** square feet. Eventually a repair attempt was made in February but we were told additional work needed to be done in the spring. This never happened.Come July we were without any AC in our bedroom for 3 weeks and had to sleep in our living room. We filed a maintenance request Mid July 2023 and someone came to to fix saying it may or may not help. 2 days later we inform him it has not helped. And by july 25th it has broken down - we are without AC. However we leave town for a family celebration august 4th and its still NOT fixed. maintenance manager promised us a date for repair with R and R august 8th and we ask our sitter to lock up our cats since we cant be there. On august 8th they inform us work cant be done. When discussing this w office they say it was actually scheduled for august 9th and I show her text from maintenance manager for august 8th. Management is unaware of these schedules. Finally after 11 days repair attempt made. **** split threw error codes and they had to come back. It's been 9 months since we noticed issues with our mini splits and only now are they finally fixed.We are leaving because of the mini splits and noise complaints and stolen items from our porch. They insist we pay a buyout fee and even want to take money from our deposit for carpet cleaning? This is despicable considering they delivered us a dirty apartment.This company is greedy when it comes to treating tenants fairly. While I received a small concession for the mini splits in July, I would like a concession for mini split costs in December, and not having to pay cleaning out of my deposit.Business Response
Date: 09/06/2023
Attached, you will find the invoices for both the cleaning and the carpet cleaning that was done before these residents took possession of the apartment. As well, the move-in condition report is included, which does not indicate any cleaning related issues when they moved in. We take those concerns very seriously and if needed, will call back our contractors (cleaners, carpet cleaners, etc) to complete any work that was not done to satisfaction. In fact, looking at the timeframe, the residents did not first contact us about cleaning concerns until January 19, 2023, almost two months after having moved into the apartment. Although the 48 hour period to add additional concerns to the move-in report had since passed, our team offered a courtesy of additonal 2 hours of complimentary cleaning service upon their move out of the apartment.
Regarding the **** system, the notes in our work order system indicate our team made timely responses and coordinated work to be completed.
Lastly, our lease agremeement provides a clause regarding early termination of the contract; rather than holding residents responsible until the end of their contract, this allows them to terminate it and not wait until the apartment has been re-rented. We consistently apply this to be fair to all residents of the community, unless a documented medical need has been provided by a medical professional.
If there is any other information I can provide, please feel free to let me know.
Kindly,
*********************
Regional Manager
Rockwood Property Management
Business Response
Date: 09/06/2023
When residents move into an apartment, they complete a move-in condition report, which we then use to compare the conditions before and after tenancy, assessing for damages found to be the responsibility of those residents. Upon review of the move-in report, there was very little noted, specifically as it relates to cleanliness. In looking at the first point of communication where cleaning was addressed, it wasn't until almost two months after the residents moved into the apartment that they commented on their concerns with the cleaning. Although the 48 hours we provide residents to add any additional comments to their move-in report had well since passed, the community manager approved a courtesy of two complimentary hours of cleaning when they move out (a total of four complimentary hours of cleaning in total to be provided). Typically, if we receive a move-in report with concerns about cleaning, our protocol is to call back the cleaners, carpet cleaners, etc to make it right. As well, there was no mention of concern with the carpets, which had also been professionally cleaned prior to their move in.
All of our work orders are handled and addressed in a timely manner; there are occasionally delays due to contracted work or awaiting on parts. However, in this instance, I found that throughout all of the work orders, we remained in regular communication with the residents, providing them updates and service until the work was complete, coordinating with their schedule and the schedule of our contractors as much as possible.
Lastly, our lease agreement provides a clause regarding early termination of the contract; rather than holding residents responsible until the end of their contract, this allows them to terminate it and not wait until the apartment has been re-rented. As well, the lease agreement clearly states that the landlord will have the carpets professionally cleaned upon vacating at the Resident's expense. The residents can choose to have the carpets professionally cleaned themselves, proving a receipt of such showing that the work was performed by a licensed, professional company. We consistently apply this to be fair to all residents of the community. In this case, we are applying the terms of the contract that were signed by the residents and countersigned by the on-site management team.
Customer Answer
Date: 09/26/2023
Please see the attached "move out report". Here it states our mini splits need a new blower. I will have you know that in the month of August R&R (****************) came out multiple times to "fix" our mini splits. This move out statement is a testament to the poor quality of work that Rockwood property management puts forward. If you say you fixed something it should be fixed. How is it that when a maintenance man was present not even 1 month before that it's already not in the standard condition they expect for new tenants?
Also, I reviewed the responses from Rockwood and 1) we don't have any access on our portal to these documents. They delete them immediately so that tenants cannot keep track of maintenance request even though there is a tap for "past maintenance requests". This is highly inappropriate. #2, This request dated 2/15/23 that says "R&R topped off unit - will be out when it is warmer to do complete recharge". First off this request took a month to get someone out - but of course that's not submitted to you. Also, this follow up for "recharge" was never scheduled - we never heard anyone again. In early June a gentleman named ***** knocked on our door and introduced himself as maintenance manager and had NO IDEA that any of this was going on. And he did not schedule anyone to come out and do the work despite our conversation and we had to submit an additional maintenance request. My partner - Bryn - is home almost every single day and available for maintenance and communication. She was on the lease and able to be contacted through the portal. We made ourselves very available. The responses to you are just filled with selective information.
If you review ****** reviews and other sites you will see that Rockwood property management has a pattern in their treatment of maintenance requests. and poor timing on repairs.
Initial Complaint
Date:11/21/2022
Type: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.
08/21/22 Rain Roof leaks in bedroom and closet.Water leaking from various areas of ceiling.Wall filling with water creating bubbles underneath paint.08/22/22 9:17 am Written notice via email to ******* and Assistant *******.09/29/22 9:17am Written notice to New ******* of unresolved roof and ceiling issues 10/27/22 1:52 pm Written notice of Mold discovered by Maintenance via email to *******.No Response To Date 11/21/22 I have been a resident of *************, ************************************************* for more than eight years. I am well aware that the length of my tenancy does not account for anything since SEP Casa, LLC purchased this property on Aug. 11, 2021 and Rockwood Property Management, LLC took over. I am current on rent and utilities as I always have been.Today marks 92 days since this nightmare began. To date, all involved have shown little to no effort to resolve this issue to replace or repair roof and ceiling. I am paying market rate for a 558 sf apartment, of which 191 sf is uninhabitable (Health/Safety). I have documentation of all emails, office visits, certified letters, phone calls, photos and videos with management and corporate. Most emails remain unanswered. My dining room has now become my bedroom.Previous ******* stated that bids for repairs were being sought from 08/22/22 thru 09/15/22 and as of this date had been forwarded to owners to sign off on. This manager resigned the following day.New ******* and Asst. ******* approx 09/26/22. Asst. **** informs me on 10/03/22 that "because we are a new management team, the new **** wants to bring in her own contractors".Local Code Compliance was informed approximately three weeks ago that bids had been sent to owners to sign and work was to begin within 48 hrs.My last contact with **** states "This matter will be resolved sooner than later". Vague?This is all so disrespectful as rain continues. I could go on but site only allows **** characters.Business Response
Date: 12/02/2022
Hello,
We do not manage any proprties in *****. All of our properties are in ****************. I believe you have intended this complaint for the Rockwood Property Management that is based on the East Coast. Their website address is: rockwoodprop.com
Thank you.
Initial Complaint
Date:08/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been unable to receive my deposit back. I have tried to work with the management office and they continue to avoid paying me back my deposit.Business Response
Date: 08/19/2022
Hello,
The address you provided is located in *****. We do not manage any apartments in *****. All the properties that we manage are in the *******************. I believe this complaint was meant for the Rockwood Property Management on the East Coast. Their website is rockwoodprop.com. I've copied one of their executives on this response.
If this was opened in error, please remove. If you are actually a resident in one of our properties, please provide the apartment address.
Thank you.
Customer Answer
Date: 08/19/2022
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.
Sincerely,
***************************
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