Complaints

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at a property rented through *********. I moved in January of 2022, had a mold problem from the moment we moved in. I constantly put in orders and informed them about the mold. It took them until September of 2023 to come in a take out the walls and renovated the whole apartment I was out of somewhere to stay for 2 months. I had a 3 and 2 year old and was 7 months pregnant. They did not help with funding for us to stay anywhere and did not reimburse us for those 2 months. I finally moved out August of 2024 and they took the whole 30 days to inform me I wouldn't be getting my deposit back due to I don't know what. They didn't tell me what they charged me for or anything they just took it.

  

  Business response

  10/09/2024

  We strive to ensure transparency and fairness throughout the rental process, and we would like to address the concerns you've raised.
  
  Upon your move-out, our team thoroughly documented the condition of the property with over 50 photos and detailed reports from both the move-in and move-out inspections. These reports indicate damages, including broken cabinets and range glass, as well as the property being left in an unclean state. The photos and reports have been attached to this response for your reference.
  
  Per Washington state regulations, we are required to provide tenants with an itemized list of charges for any cleaning and repairs within 30 days of move-out. You were issued this list on 9/10/2024, which is well within the mandated timeframe.
  
  We understand that moving can be a stressful time, and we are always open to discussing the details further if needed. Our goal is to ensure that all processes are handled fairly and in accordance with state law.
  
  Please feel free to reach out if you have any further questions or concerns.
  
  
  Angela Bare
  Senior Property Manager

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a current resident at 710 21st appt 2 ***************** for 3 years. I was on a month to month lease. The owner sold and red rock property started taking over the property. Little at a time they started to give out 30 days notices. I received a call from ******* who said that they were going to let us stay but they would be moving us to another apartment , i had explained to ******* that We only have one heater it's not heating the apartment and i have two kids 11 and 7 i am also pregnant that we weren't going to renew our lease and would be out by end of january (this was right before christmas) december 22nd . We had also filed several tickets and made several phone calls about mold we had in our kids bedroom and ours. With no response. We finally had enough and sent a 30 day with pictures .( to an address that they had moved with out sending the updated address information to me) From my understanding they didn't seem to care because they are re-ventilating the apartment complex. In the month of january there was no electric in laundry room and in our small storage where we had a freezer of food that went bad it was just shut off with no explanation again no phone call back. I had left the keys on the counter we were out january 30th! I never heard from any one called several time because we wanted our deposit again no phone call returned. I started to get emails because I had the rent set up an automatic payments that they were trying to take the rent out but could not because I canceled it. so after calling so many times I finally decided I should probably email them so I have record and she said they never received my 30 day notice. Come to find out it's because we had the wrong address from before they moved!! I explain to them how we did not have updated information because they never communicated anything nor returned any of our phone calls, and she said, as long as she goes into the apartment and has the keys, they would send out my deposit. I ended up receiving my deposit three weeks later and it was only for $49 because they charged me for February's rent. I tried to call I had to call over and over again until someone finally picked up the phone. I asked if you speak to the manager and I spoke to ***** who is super unprofessional, would not listen to anything that I said stuck to her script and told me that since they had no proof that we were out by February which we sent a 30 day letter and I had spoken to ******* prior to that to let her. also, there were two other tenants still at the apartment that said they would also write statement saying that they know that we were out. it wasn't until I told her that I was recording the conversation that she changed her tone with me and said that she would no longer speak to me because I was recording the conversation the way that this company handles their business is so wrong there's no communication they do not return your phone calls they do not take care of the property. They ignore their tenants and they scam your money. I was a god tenant always communicated never had any issues until red rock took over the complex!!

  

  Business response

  03/22/2023

  Hello,

  We are saddened to learn that you had such a negative experience with Red Rock. We take great care to ensure all tenant needs and requests are addressed and resolved promptly. Unfortunately, we do not have record of any communications that youre addressing in your review.
  
  When Red Rock took over management last year, we provided emails and phone numbers for tenants to reach out with any concerns and issues.Our phone and IT records show that no maintenance tickets were submitted at any time for the unit you occupied, nor were any calls received from your phone number to the maintenance line. Its hard to address tenant concerns when the first communication that we know of is screaming obscenities over the phone at one of our staff,followed by a negative review posted on ******* Many folks would agree,screaming obscenities over the phone isnt a recommended course to solve problems, and besides, it hurts peoples feelings.
  
  We are sorry to hear about the maintenance issues you were experiencing, and we wish we had a chance to resolve them for you.Unfortunately, your apartment building had a lot of deferred maintenance. Red Rock and the owners are trying to fix these issues to create safe and comfortable homes for people in the ***********. We wish wed known about your concerns for mold and heat so that we could take care of it quickly. Without tenant reporting, it is difficult for us to know when an issue presents itself.
  
  Additionally, Red Rock received no written communication from you that you would be moving out. Per your lease, written notice must be received at least 30 days prior to the day you intend to vacate the property.Because this was not given, rent was charged to your ledger like normal.Fortunately, this was covered by your security deposit after you let us know you had vacated. The only communication Red Rock has on record about your departure occurred 24 days AFTER you left the unit. Again, we presented methods of communication at the start of our management, but they werent used in this situation. If you have any additional documentation to show that you reached out to Red Rock, we would be happy to adjust your security disposition.
  
  We invite you to come to our office so that we can help and try to get clarity. Please keep in mind, ********* employees are here to assist you, but they are not here to be punching bags for a bad day, and their job descriptions do not entail being recipients to aggressive, offensive,threatening (or otherwise) behavior or language. We are all people behind the computer and deserve to be spoken to civilly. Please reach out through the normal phone or email channels so that we can try to resolve these issues.

  Customer response

  03/23/2023

   
  Complaint: 19615119
  
  I am rejecting this response because:

  I do not feel comfortable coming into the office the way that I was treated when I called into the office I was completely disrespected. I have the phone call recorded as soon as I let the manager know that I was recording it because they keep continuing to say that they have not received any communication from me which is a complete lie. I will have my phone records polled to show all the times that I reached out to red rock property management.this is just history, repeating itself. If you look at prior reviews, you can see if that they do not return tenants phone calls. I did not receive any paperwork showing that the address has changed if I did I would've sent the letter and the pictures to the correct address. We have always been great tenants. We've always pay our rent on time I've always been in full communication with nothing in return. All I hear is them blaming the old owners, who also will be willing to write some thing on my behalf, showing that I've always been in communication they've never had any issues at any time I needed anything fixed they were on top of it. This is 100% on red rock property management as a property management company. They do not take care of their tenets , I have added several photos that show the mold inside of my home. I have emails as soon as I saw that they were trying to take my rent out. I responded and got somebody that I've never spoken to before who had told me that they had not received my notice . I have a new lease that shows that I was out in out by feb. as a company you should just do what the right thing is and that would be refund my deposit I was not in the house in the month of February. I was out and I will also be reaching out to the current owners of this property, so that they can see how you were treating their tenets I can only imagine how you will treat the future once I will also make sure to make it very public to not rent from you guys if you guys cannot make this, correct 

  
  Sincerely,
  
  ***************************

*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. ↩