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:01/21/2025

  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 electric hot water heater is connected to my dryer on the fuse box. I have been unable to take a hot shower in my unit since moving in on January 3rd, 2025. I get a maximum of 4 minutes with less than warm water, then it goes abruptly ice cold. When this happens, my dryer stops working as well, whether it was running or not.I have submitted maintenance requests every time this has happened, and their "fix" for the issue is to send a guy out to flip the breaker, then they gave me a key to the basement so I can go down two flights of stairs to flip the breaker myself, which simply repeats the process of 4 minutes or less of hot water, and is not a ********* is illegal to piggyback a hot water heater and dryer on a circuit, but this is what they are doing. Management will NOT answer calls, texts, or emails.

  Business Response

  Date: 01/22/2025

  Our technician arrived onsite and investigated the details of the workorder issued by the complainant. We ran hot water in the shower for 20 minutes with no issue. The dryer works as it should as well. Both the dryer and hot water heater are on their own independent circuits.

  At this time the repairs have been completed and confirmed operational by our team. Our team has promptly responded to the tenants' requests, often within 24 hours of receiving communication/workorder requests. Our maintenance line is open 24/7. All of our tenants have access through the online tenant portal to message our staff through text, phone or email 24/7. Our staff respond to messages as quickly as possible.

  This matter has been resolved in a timely manner, and no resolution was proposed by the complainant. 

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising 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 have been ignored and overlooked by this company as a prospective tenant and am unable to receive a response from them or even schedule a simply apartment showing without having to pay a fee. I have, for over 4 weeks, reached out daily via phone, text, or email about a specific floor plan and attempted to schedule a showing but I receive absolutely no response. Not until after I paid an application fee was I even able to generate a response from the company. Unfortunately it was not schedule a showing but to tell me that the units I had been reaching out to them for weeks about had all been rented and were no longer available. As well as an Im sorry, they rent fast! No, no they do not rent fast! I spent time out of every single day for over the past 4 weeks attempting to view this property. Calls and emails were simply ignored and not returned. I am very disgusted by the company, if thisnisnhownthey treat prospective tenants I can only imagine how they treat you once they actually have all your money.

  Business Response

  Date: 03/21/2024

  Our staff has either been in contact with or attempted to contact this complainant regarding our available apartments. The following is a timeline of our staff's attempted or completed contact with the complainant:

  Complainant inquired about rentals on 2/17/** at 11:12 a.m. Ruesch Mngt. staff returned their call 2/17/** at 1:31pm - unable to make contact as complainant's mailbox was full.
  
  Ruesch Mngt. received voicemail from complainant after hours on 2/**/**. Ruesch Mngt. return called on 2/**/** at 1:41 p.m. Was unable to make contact as mailbox was full. Due to our inability to make contact our staff placed complainant's guest card on our wait list.

  Ruesch Mngt. staff, again, attempted phone contact on 2/21/** at 12:44 p.m. Phone contact was unavailable, and the voicemail inbox was full. We were not able to leave a message. Ruesch Mngt. staff sent an email this evening as well at 5:11 p.m.
  

  Ruesch Mngt. staff sent a text message on 2/27/** and attempted phone call at 5:40 p.m. - unable to leave message as voicemail inbox was full.
  
  Ruesch Mngt. staff sent a text message on March 5th at 12:58 p.m. "Hi ********, just tried to leave a voicemail, let me know when a good time to call you is?"
  
  Ruesch Mngt. staff placed complainant's guest card as "inactive" due to their unavailability to discuss their application or interest. However, any prospect can still text back, email back or call back even if they are listed as "inactive" status.
  
  Complainant then submitted his rental application on 3/14/** at 10:40 a.m. 
  
  All text below is from March 14th:
  11:48 a.m. - "Hi *******, I applied for 141 ***** #**, would prefer #** if thats still available"
  12:17 p.m. -  "The only unit we do have left at 141 ***** is #**, they have been renting our quickly"
  12:20 p.m. - " Hi Bejamin can you please send me a few pay stubs"
  
  This was complainant's response on March **th at 2:34 a.m.:
  "I see #** is reposted as available. And sorry for the late response, I did not see your text right away. I have just started with ******** My previous employer ******* (I was the **** was sold to TrueNorth and they brought in their own mgmt team. That was just after the start of this year and I've been at ******* as a part of the leadership team for almost two months now. My first two paychecks don't have a full 80 hours on them as I was training. But my next check will as I've finished that now. Would a letter from the Store Manager about my expected earnings suffice? My next pay date isn't until the 28th?
  
  Ruesch Mngt. staff responded March **th at 8:02 a.m.:
  "Our website personally did not repost #**, that is a third-party website, #** was rented already. Can you get a letter from your employer?"
  Complainant's response March **th 11:28 a.m.:
  "Yes, I will get that to you today, and here's the email."
  

  Ruesch Mngt. staff response on March 20th at 9 a.m.:
  "Hi ********, this apartment was rented Tuesday afternoon by an approved applicant who saw the apartment, we do have other properties if you want to take a look I can transfer the application."
  
  Complainant's response March 20th at 2:47 p.m.:
  "Are you serious? I have been contacting yall nearly everyday for a month about that property. I have called countless times with only one call returned thus far. I appreciate you texting back but this is absolutely ridiculous. I will be following up with this both with the city and company ownership."

  Ruesch Management has afforded the complainant full access to our staff in an attempt to meet their housing needs. Our office hours are 9 a.m. to 4 p.m., Monday through Friday, excluding major holidays. We have not ignored or neglected this complainant at any time during their inquiry into our available apartments. Our staff does not control third-party website listings. On occasion, third-party websites have our listings as "active", when, in fact, that listing has been rented. The only accurate website is rueschmanagement.com as this is managed by our staff. All listings on our company website are updated daily. 

  This complainant's application is currently active, and we look forward to our continued conversation regarding their interest in our available apartments. 

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising 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.

  When Ruesch Management took over the ownership of the complex they never provided the existing tenants with a check in sheet to list any pre existing damages or repairs in need of attention. When I moved in under the previous owners, there was a lot of preexisting damages as well as wear and tear that had been done by previous tenants, as the old owners failed to upkeep the units. Ruesch Management came to do a pre-move out inspection and as it was a pre-move out inspection there was still existing damages that needed to be repaired, and cleaning that needed to be done. The day I turned in my keys to the office my unit was in clean livable conditions and was in better condition then the day I moved in, minus any wear and tear that I was not financially responsible for. I later got a notice in the mail that there was an outstanding balance that was due. Upon carefully looking over the letter they were charging me for wear and tear and all damages that were from previous tenants, plus outrageous charges for additional cleaning fees. They kept my entire security deposit and also charged for additional work and repairs that were preexisting when I first moved in with the previous owners, when all they are doing is the complete remodel of the units as they become vacant.

  Business Response

  Date: 10/18/2023

  Former tenant A.M. raised several concerns within their complaint issued to your organization. I will attempt to answer them all.

   

  1.  Our organization does not provide check-in sheets to tenants during the transfer of management. In the event a former tenant has a check-in sheet from previous ownership/management, that must be provided to us in an effort to determine move-in conditions. Regarding this complainant, we never received a move-in checklist to review. 

   

  2.  During our "pre-move out" inspection, our apartment inspector reviewed our "move-out" packet with A.M. They alerted them to potential issues throughout the apartment which would prevent them from receiving their full security deposit return.

   

  3.  This apartment was not left in "rent-ready" condition.

   

  4.  Based on our review of the condition of this apartment at move-out, the charges we assessed to A.M. were not from "normal wear and tear," rather, tenant neglect.

   

  Desired settlement:  Our company has reviewed the move-out photos and assessed charges. We are resolved that all charges are accurate and will not issue a refund of security deposit. 

   

  Thanks,

   

  *********************** - Property Manager

  Customer Answer

  Date: 10/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is complete bs!  I was never even home the day of the pre-move out inspection.  After your "pre-move out" inspection, I was NEVER alerted to potential issues which would prevent me from receiving my full security deposit returned.  I was also never left any documentation or contacted by our company regarding the issues either.  Finally it is not my responsibility to provide your company a copy of my move in report, that was given to me, completed and returned to the previous owners.  When your company took over ownership of the property all of that documentation should have been handed over to you.  If that documentation was not handed over to your company you should have provided your tenants with a move in report so that they were able to thoroughly document the current conditions of the unit.  If your company doesnt provide that to current tenants after a transfer of ownership, then your company should have considered doing a valid walk through prior to taking over ownership of the property.  Granted your company would have done a valid walk through and thoroughly documented the current conditions of the units prior to ownership your company would have been able to determine that at the time of the transfer the units were already not in rent ready move in condition and that you had agreed to take on full financial ability to address the issues with your company assets, and not the assets of the tenants.  
  
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 10/23/2023

  1.  Tenants don't have to be present for the pre-move out inspection.

  2.  Tenants are provided a move-out packet to be completed prior to move-out.

  3.  During transfer of management, we were not provided with complainant's move-in checklist. However, if complainant would like to provide it to us for our review, we would be happy to review it. 

  4.  Transfer of management policies will be reviewed. 

  5.  Our decision to withhold complainant's security deposit due to tenant neglect remains. 

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Is it any wonder why all the tenants are moving out of that property address, Ruesch Management F****** sucks!  Just like one review states, you guys dont take ownership over anything.  You guys are nothing but the absolute worst!  I will be taking further actions!

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

  Business Response

  Date: 10/25/2023

  Okay. 

• Initial Complaint

  Date:07/05/2023

  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.

  Please see MS **** document - this document shows all of the correspondence I made trying to get my security deposit back and the rent that was charged to my credit card for **** and July.Ruesch Management has responded minimally and is holding money that is due to me for **** and July rent of storage unit, **** and *************** and security deposits for unit 28 and *************************** ************ on **************.My sister works for the ******************** and she mentioned that there have been multiple complaints from residents of ************ regarding Ruesch Management and *****************.Cancelled and returned clean unit back on 6/2/23 and 6/3/23. The contracts for unit 28 started on 4/4/23 and unit 49 was 4/5/23. Contract lease dates and billing cycle started on these dates.I am also filing a complaint with the ********* ************************* today.

• Initial Complaint

  Date:05/07/2023

  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.

  You b******* took over management of this building in January as the previous company left while treating the bed bug infestation in the apartment building. I got their contact information 2 weeks later and was told over the phone by a very rude individual that they would do nothing since it was my fault (which is provably untrue as I have lived here for 3+ years and the bugs only started showing up 9+ months ago and if I had brought them I would have noticed sooner. ****, my next door neighbor, moved in about a year ago and we share the same bedroom wall which is where the bedbugs keep crawling in from. Not only that I even sent pictures of the bugs, literal proof of them being on that wall I share with my neighbor. Unable to do anything as the inspector from before had told me I was not the problem area, ****'s apartment was, after continuing to try and get aid and proove my innocents and deserving of aid then I received a letter that told me to fix it myself of leave in 5 days. With no other option I was forced as a disabled individual living off of SS to hire an exterminator who AGAIN verified I was not the cause of the infestation. Me and my mother both attempted to send you the message he sent ** on the matter saying that my unit was not the cause and all efforts were ignored and I was forced to ***** up the wall trimmings to prevent more bugs from crawling in. I also want to know why you b******* gave me an eviction notice, I never did anything wrong, I have not damaged any property, have been openly frustrated with your incompetent staff and harassed by you lot but all you care about is money and it's sad to see how pathetic some people have become. Thanks for nothing. I have suffered loss of sleep, loss of health and loss of mental health from your shenanigans and I hope people see these complaints so they know just how coniving and evil this company is.

  Business Response

  Date: 05/12/2023

  Regarding complainant's concern regarding pest remediation:

  
  

  Our management group offered all tenants in this building an opportunity to remediate pests. However, due to the uncontrolled and difficult nature of this process, we have been advised by pest control specialists and local health officials to perform the pest control remediation at our own expense after tenants have vacated.

  
  

  Regarding complainant's concern regarding the notice to vacate issued to all tenants:

  
  

  Our management group was forced to issue notices to vacate to all tenants in complainant's building. The infestation of pests has become a public health nuisance and remediation of this event requires all apartments to vacate prior to remediation.

  
  

  Regarding complainant's ill will and uncivil language:

  
  

  Our management of the complainant's building began on January 1, 2023. That's 131 days ago. We have attempted to work with each household in an effort to remediate pests. To date, we have not been able to gain compliance from a majority of households. Despite our best efforts, this property will be condemned if our management group doesn't take extreme measures to ensure health and safety. Our management did not create this problem but we will solve it.

  
  

  We wish the complainant the best and hope their next apartment meets their pest-free expectations. 

  
  

  --
  

  Thanks,

• Initial Complaint

  Date:03/08/2023

  Type:Order 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 have applied with this management company and ultimately was approved for an apartment. I respectfully declined this apartment because I had an opportunity to maybe buy a house. That opportunity fell through so I went back to Ruesch Management. I looked on their website I saw it was still available do I asked ***** if I could still take the apartment. ***** refused to return my calls, texts, or emails. I did not hear anything back from her until I posted a negative review on ****** and also cc'd everyones emailed I could locate on the internet to get her attention.*********, waiting for her to respond i was speaking with someone else from this company and she took me to see another couple locations which I applied for. I was told to contact ***** after the showings and I did no response still. Then, a couple of my friends applied all together for a place they had available. They were ultimately told they were approved. Since I had been approved once before I figured I was approved as well. so I went ahead and paid the security deposit on the place which they happily accepted. Suddenly, I wasn't approved and could not go on the lease with them. So, of course, we back out and tried to get an approval or denial for somewhere since we were all homeless in January and this fiasco was keeping us from getting another place since our money was tied up in this "approval" and they were now not answering us. They just took out applicstions fees. Fed us a couple lies. Got a security deposit out of us and then nothing. No response until I emailed every email address I could find with the issues. About a month later we finally got our deposit back. Organization at this company is non-existant. No one knows who is doing what and total chaos. Best part is im still looking since having to move back home with my father and with winter over its gonna be easier to find a place.

  Business Response

  Date: 03/13/2023

  Regarding complainant's concern about application process and security deposit return:

  
  

  The staffer which the complainant was communicating with is no longer employed at Ruesch Management. After further review of all applicants for the apartment in question, our team decided to go with a better qualified candidate for the apartment in question.

  
  

  Our team returned their held security deposit as quickly as possible. 

  
  

  Regarding desired settlement:

  
  

  We are not required to offer our rationale for any application denial. We made our decision based on many factors and the applicants in question did not meet standard for the apartment in question.

  
  

  We are not interested in reviewing the complainant's previous application or a future application for a different apartment.

  
  

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for your response. Actually per FCRA when you pull a consumer report on a perspective tenant you are required to provide me with a copy of that report. You have not done that and I have requested it many times. I'm not inquiring about a denial alone. You company APPROVED ME, took my money as security. Then suddenly I'm NOT APPROVED? That just boggles my mind. First of all, you can't respond to my inquiries as to why before I file a complaint with the BBB.  Then you respond with you don't have to tell me.  Common courtesy would be a brief reason my you approved me.  Took my money for security for two weeks.  Then "changed your mind".  You can't explain why and then it seems like your just collecting people's application fees and leading them on with false hope.  Extremely rude to someone who was living in their car, in the cold, while you played around with your decisions. Uni

  Your business can't seem to get higher than a one star rating on ****** and this is exactly why.    
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/24/2023

  The complainant was not the only applicant for that apartment. Multiple roommates were being considered. Based on their review of all applicants for that apartment, they decided to offer the lease to a different applicant.

  
  

  Security deposit was submitted online. As soon as a different applicant was accepted, our staff initiated the return of the complainant's held security deposit. It was returned as quickly as possible.

  
  

  Regarding desired settlement:

  
  

  The complainant isn't requesting anything. They seem more interested in using the BBB as a time-wasting and insult-hurling interface. Which exemplifies the nature of the BBB in general.

  
  

  If any member of the BBB or complainant would like clarification regarding this response, I can be reached at the phone number or email address listed below.

  
  

  ***********************

  ************ e. 007

  **********************************

• Initial Complaint

  Date:03/03/2023

  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.

  Ruesch owes me the rest of my security deposit, $360. My apartment was in way better shape when I left it than when I rented it. 7 years prior. Ruesch management owned it for only 13 days when I moved out and kept my security deposit. They are just dirty slumlords, thieves! They are dishonest in every way! DO NOT RENT FROM THEM!!!! I want MY money back!!!!!!

  Business Response

  Date: 03/10/2023

  The complainant was issued a security deposit return totalling $115.00.  This complainant was charged $250.00 for cleaning of their former apartment. They were also charged $110.00 for filling, patching and repairing holes in the kitchen and living room. A repair to a door was also completed. 

  
  

  This complainant did not leave the apartment in rent-ready condition despite their attestation of leaving it in better condition than when they arrived.

  
  

  Regarding complainant's desired settlement.

  
  

  We are not issuing a full security deposit return to this complainant. 

  
  

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Since Ruesch Management took over the apartment complex, there have been countless issues. They raise my rent $200 make us use a portal for any communication and to pay the rent then charge me for the portal. My heat was out for a week. The technicians that came were very nice. I could not get one person in the office to return my calls. When I called the emergency number at night regarding my heat, the woman that answered said shed call me back never did my heat finally got fixed then December 27. I reported our washing machine does not work today is January 18. It still does not work. No one will return my calls on that either, I received an email from the owner I responded to it telling him were scared and if he would like to talk I would really like to talk to him. He never responded. We have to pay our rent on the first of every month but I cant get any services from them much less a return call that business is ran horribly.

  Business Response

  Date: 01/23/2023

  Regarding the complainant's concern about rent increase:

  
  

  This complainant was offered a lease renewal offer last November for a term beginning January 1, 2023. In the event they felt the terms were unacceptable, we were willing to accept their notice to vacate. 

  
  

  Regarding the complainant's reluctance to use digital communication:

  
  

  Our office is able to better meet the needs of our tenants through the use of the online tenant portal and email. We prioritise communicating with our tenants throughout our network and the best method for that communication is digital.

  
  

  If a tenant concern arises regarding maintenance, we do not automatically reply. Our staff takes the necessary action to complete their work order, however, a return phone call is not always made.

  
  

  Regarding the complainant's concern about the washing machine:

  
  

  This particular washing machine is in need of a complete rebuild or replacement. We are aware of this inconvenience and are working diligently to solve the problem.

  
  

  Regarding the desired settlement:

  
  

  In the event we need to communicate pertinent information regarding maintenance, leasing or other issues, our office will reach out at that time to this complainant. 

  
  

  If you have questions or concerns regarding this response, you can reach me directly at the email address or phone number listed below.

  
  

  --
  

  Thanks,

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  I am so frustrated with your lack of taking responsibility for anything. In all the complaints with the BBB, you did not take ownership of anything. This many complaints with people who do not know each other and the complaints are very similar. I have reached out and every way. I call your office I get a voice message. Asking me to leave a text. I use email no response either. I use the portal that you make us use, then charge us for it. No response there either. My last issue was billing me for the utilities. I I am willing to pay them I I am not giving permission for you just to take it out automatically Which  I said, in my correspondence. You have not responded. Your behavior is unacceptable in any fashion.

  Business Response

  Date: 02/01/2023

  Regarding the complainant's inability to communicate with our staff:

  
  

  I have personally corresponded with this complainant via email and phone on a regular basis. As recently as this morning (02/01/23). This complainant's concerns are noted and our office will continue on our quest to ensure their needs are met in a timely fashion. 

  
  

  Regarding the complaint's concern surrounding the automatic withdrawal of rent/utilities:

  
  

  During our conversation this morning (02/01/23), we were able to resolve their issue regarding the automatic withdrawal of utility charges. They were informed of the multitude of payment options which can be utilized within their online tenant portal.

  
  

  Regarding desired settlement:

  
  

  No settlement was noted in the complaint.

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  The communication started after my response on the BBB complaint. 
  Regards,
  
  *************************

  Business Response

  Date: 02/10/2023

  These are our responses to File ID ********

  
  

  Regarding complainant's concern about the washer and dryer repair:

  
  

  Our office has spent over a thousand dollars in time and material in an effort to bring this building's washer and dryer to a consistently working state. Unfortunately, these units are as old as the building itself and replacement seems to be the only viable option at this time.

  
  

  Regarding complainants desire for a class action lawsuit:

  
  

  We look forward to the opportunity to defend ourselves in any courtroom and for any perceived grievance. 

  
  

  Regarding desired settlement:

  
  

  We will continue to work tirelessly in an effort to produce the world which B.F. wishes to live in.

  
  

  Furthermore, we will not be responding to any further complaints issued by B.F. as the tedium of these exchanges through the BBB has grown excessive. 

  
  

  If anyone from the BBB or B.F. would like clarification regarding this response, I can be reached directly at the phone number and email address listed below. 

  --
  

  Thanks,

  
  

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Today 2/9/23 I received an email from Ruesch management. In the email it showed that I had an outstanding bill for utilities of 35 dollars and some change. I was not aware of this bill. So I called Ruesch management. I spoke with *****. I asked why wasn't I notified about the due bill. I told her that I was on the phone with ******* for over 30 minutes getting the auto pay set up for both. I under stand that it was to start in March. She stated I can't set it up for a certain date. As some months it might be due the first week., or the second, or third week. I asked how is this possible? Ever bill I have had since I started pay bills has a due date. She could not explain to me why I do not get notice of a due bill. She could not explain to me why there isn't a specific due date.
  
  Regards,
  
  *************************

  Business Response

  Date: 02/15/2023

  The complainant is misusing the BBB and harassing our office.

  
  

  We are no longer willing to play this game. We will not offer a response. The complainant is aware of my work phone number and email address. If you are the complainant would like to speak with me, my phone number and email address are listed below. 

  
  

  --
  

  Thanks,

  
  

  *********************** - Property Manager

  --

  Property Manager

  **********; ********************* | ********************************** |

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I certainly do not harass your office. When I talk with someone, I am not mean. I tell whoever answers, my frustration is not with them it is the agency. I have thanked both of the woman I have spoken with. Both were helpful in helping me navigate the portal that the agency makes us use. I still haven't heard if the dryer was fixed? I see the request was canceled as a duplicate. The first request was the washer. Then when I learned the dryer did not work, I sent another request.

  Secondly, I am not using the BBB in an inappropriate way. I have legitimate concerns. I have never been given you extension until reading your response.
  Regards,
  
  *************************

  Business Response

  Date: 02/23/2023

  Consider this complaint unresponded to. 

  
  

  Thanks,

  
  

  *****

• Initial Complaint

  Date:01/07/2023

  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.

  I contacted Ruesch Management a duplex and was told to apply. I applied & was given a showing due to my application being approved. I was conversing with ***** over text about move-in date. I then contacted my landlord to assure I can vacate. I then confirmed with ***** that I would put the money down in the morning because I was at work. She confirmed that was fine and then assured me that she would send me the link in the morning. Within an hour, I was texted that the unit was no longer available.I understand that it is first come, first serve but I was promised by ***** that it was fine. I did not have the link to put a deposit down earlier if I had chosen to and since we were conversing, I feel I should have been warned someone was going to put a deposit down. I had the money and was able to do it. It is dishonest of a company to not keep their word.

  Business Response

  Date: 01/25/2023

  Regarding the timeliness of receiving security deposit to hold an apartment:

  
  

  This complainant mentioned their understanding that all listings are first come, first serve. None of our team members verbally, or in writing, guaranteed the listing would be available at a time convenient for the complainant. 

  
  

  Our policy is to allow any prospective and qualified applicant to electronically submit their security deposit in an effort to secure the listing of their choice. The complainant in this matter was afforded that opportunity. We did not dishonor any agreement.

  
  

  Regarding desired settlement:

  
  

  We will not be contacting this complainant. However, we would be open to accepting another application for their housing needs in the event they offer me five minutes of my life back for the sacrifice of writing this email.

  
  

  If you have questions or concerns regarding this response, I can be reached at the phone number or email address listed below. 

  
  

  --
  

  Thanks,

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/20/2022

  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.

  Since taking over for our previous landlord a lot of changes have been made. And all at once. We HAVE to pay for a "tenant portal," which should be free to us, as we are the tenant. We never had to have a portal previously. If we had a maintenance problem, we'd just call and were able to leave a nessage for the maintenance man. That system worked just fine. If this new company is so large that this would never work, how about giving a maintenance person a phone for each property they run, and requests would go to them? By making us have a portal, that is costing each of us an extra $119.88 per year. Our rent was increased $175/month as well. All of this adds up. And, can you please explain why it costs $9.90 to process a rent check? Another issue is the maintenance man has said he will not be getting out of bed early to plow, shovel or salt as he likes to sleep in. I'm sorry, but this is incredibly maddening. WE live here. This is our home, and part of rent is lawn care/snow removal. Since we've started getting snow, and rain it has not been salted, shoveled or plowed before 11am. It HAS to go back to the way it was before, with our previous landlord. The driveway was plowed, and it was salted before we left for work. We need to be able to get out of the driveway safely to get to work. I just had hip surgery in May of this year, and this is a safety issue for me. Can something be done about the above issues as I've written the owner after a snowfall on Sunday, and gotten no response? I wrote in again today, when I'm home, and saw for my own eyes it was being done at 11am. This is unacceptable. Thank you.

  Business Response

  Date: 12/30/2022

  Regarding tenant's concern about the online tenant portal:

  
  

  This application is the most cost effective and useful tool our management group utilizes. It allows our tenants an opportunity to quickly submit maintenance requests, pay rent, communicate with our staff, among other features. Our tenants are required, as a provision of their lease, to pay $5.00 each month for the administration of this application. This totals $60.00 each year and this cost is distributed throughout 12 months. 

  
  

  Regarding tenant's concerns about the $9.00 check processing fee:

  
  

  Our management group is all too aware of the difficulties surrounding the issuance and cashing of physical checks/money orders/cashier's checks. In an effort to incentivize the use of the provided Online Tenant Portal and use of the *** method for payment processing, and as a provision of each lease, we charge $9.00 to process physical checks/money orders/cashier's checks. This reduces the amount of physical mail, data entry and bounced checks in our system. Thus, giving our staff an opportunity to respond to increased BBB complaints. We also offer tenants an electronic "PaySlip" which allows them to make payments at other vendors, such as ******* and CVS.

  
  

  Regarding tenant's concerns about snow removal:

  
  

  Our staff is all too aware of the responsibilities we have regarding snow removal. Our team is in full swing as a snow event begins and until it abates. It is our intention to have all sidewalks/driveways cleared of snow/ice within 24 hours of a snow event. 

  
  

  Regarding Desired Settlement:

  
  

  Our management has not modified or discontinued any policy or agreement. We will not be altering our policies to appease the vocal minority.

  
  

  If you have questions or concerns regarding this response, I can be reached at the phone number or email address listed below.

  
  

  ***********************

  Property Manager at Ruesch Management

  ************ e. 007

  **********************************