BBB Accredited Business since

Renters Warehouse

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Phone: (952) 470-8888 Fax: (866) 997-2666 View Additional Phone Numbers 6101 Baker Rd Ste 200, Minnetonka, MN 55345 View Additional Email Addresses http://www.twincities.renterswarehouse.com View Additional Web Addresses



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Description

Our company is dedicated to helping property owners lease and manage residential real estate. No upfront fees, non-exclusive representation, cancel anytime and with no cancellation fees. We service the entire metro area and suburbs of Minnesota.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Renters Warehouse meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Renters Warehouse include:

  • Length of time business has been operating
  • Response to 49 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

49 complaints closed with BBB in last 3 years | 19 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 9
Delivery Issues 13
Guarantee/Warranty Issues 0
Problems with Product/Service 21
Total Closed Complaints 49

Customer Reviews Summary Read customer reviews

281 Customer Reviews on Renters Warehouse
Customer Experience Total Customer Reviews
Positive Experience 273
Neutral Experience 4
Negative Experience 4
Total Customer Reviews 281

Additional Information

BBB file opened: June 26, 2008 Business started: 09/01/2007 Business started locally: 09/01/2007 Business incorporated 09/19/2007 in MN
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Minnesota Department of Commerce
85 7th Pl E Ste 500, Saint Paul MN 55101
http://www.commerce.state.mn.us
Phone Number: (651) 539-1500
general.commerce@state.mn.us

Minnesota Secretary of State
180 State Office Bldg, 100 Rev. Dr. Martin Luther King Jr. Blvd., Saint Paul MN 55155
http://www.sos.state.mn.us
Phone Number: (651) 296-2803

Type of Entity

Corporation

Business Management
Bill Bump, Vice President of Leasing Jarett Harmon, Director of Customer Service Brenton Hayden, CEO Kevin Ortner, President & COO
Contact Information
Principal: Bill Bump, Vice President of Leasing
Business Category

Property Management Real Estate Rental Service

Service Area
Renters Warehouse provides their services in GOLDEN VALLEY, ND.Renters Warehouse provides their services in AFTON, AITKIN, ALBANY, ALBERT LEA, ALBERTVILLE, ANDOVER, ANNANDALE, ANOKA, APPLE VALLEY, ARDEN HILLS, AVON, BECKER, BELLE PLAINE, BIG LAKE, BISCAY, BLOOMINGTON, BROOK PARK, BROOKLYN CENTER, BROOKLYN CTR, BROOKLYN PARK, BUFFALO, BURNS TOWNSHIP, BURNS TWNSHP, CAMBRIDGE, CANNON FALLS, CARVER, CEDAR, CEDAR E BETHL, CEDAR EAST BETHEL, CENTER CITY, CENTERVILLE, CHAMPLIN, CHANHASSEN, CHASKA, CHISAGO CITY, CHISHOLM, CIRCLE PINES, CLEARWATER, COKATO, COLOGNE, COLUMBIA HEIGHTS, COLUMBIA HTS, COLUMBUS, COON RAPIDS, CORCORAN, COTTAGE GROVE, CROWN COLLEGE, CRYSTAL, DASSEL, DELANO, DELLWOOD, EAST BETHEL, EDEN PRAIRIE, EDEN VALLEY, EDINA, ELK RIVER, ELKO, ELKO NEW MARKET, ELKO NEW MRKT, EXCELSIOR, FOREST LAKE, FRIDLEY, GLENCOE, GOLDEN VALLEY, GREENWOOD, HAM LAKE, HAMEL, HASTINGS, HAWICK, HEIDELBERG, HILLTOP, HOLDINGFORD, HOPKINS, HOWARD LAKE, HUGO, HUTCHINSON, INDEPENDENCE, KIMBALL, KINGSTON, LAKE ELMO, LANDFALL VILLAGE, LANDFALL VLG, LESTER PR, LESTER PRAIRIE, LINO LAKES, LITTLE CANADA, LONG LAKE, LORETTO, MANCHESTER, MAPLE GROVE, MAPLE LAKE, MAPLE PLAIN, MAPLEWOOD, MEDICINE LAKE, MEDINA, MENDOTA, MENDOTA HEIGHTS, MENDOTA HTS, MILACA, MINETONKA BCH, MINETONKA MLS, MINNEAPOLIS, MINNETNKA BCH, MINNETNKA MLS, MINNETONKA, MINNETONKA BEACH, MINNETONKA MILLS, MINNETRISTA, MONTROSE, MOUND, MOUNDS VIEW, MOUNDSVIEW, NEW BRIGHTON, NEW GERMANY, NEW HOPE, NEW LONDON, NEW MARKET, NEW PRAGUE, NORTH BRANCH, NORTH OAKS, NORWOOD YOUNG AMERICA, NOWTHEN, NYA, OAK GROVE, OAKDALE, OAKLAND, ORONO, OSSEO, OTSEGO, PINE ISLAND, PINE SPRINGS, PLYMOUTH, PRINCETON, PRIOR LAKE, RAMSEY, RED WING, RICHFIELD, ROBBINSDALE, ROCKFORD, SAINT ANTHONY, SAINT AUGUSTA, SAINT BONIFACIUS, SAINT CLOUD, SAINT LOUIS PARK, SAINT MICHAEL, SAINT PAUL, SAINT PAUL PARK, SAVAGE, SHAKOPEE, SILVER CREEK, SOUTH HAVEN, SOUTH SAINT PAUL, SOUTH ST PAUL, SPICER, SPRING LAKE PARK, SPRING LK PK, SPRING PARK, ST BONIFACIUS, ST LOUIS PARK, ST PAUL PARK, STEWART, SUNFISH LAKE, VADNAIS HEIGHTS, VADNAIS HTS, W SAINT PAUL, W ST PAUL, WACONIA, WATERTOWN, WATKINS, WAVERLY, WAYZATA, WELCH, WEST SAINT PAUL, WEST ST PAUL, WHITE BEAR LAKE, WHITE BEAR LK, WHITE BEAR TOWNSHIP, WHITE BEAR TP, WINSTED, WYOMING, YOUNG AMERICA & ZIMMERMAN, MN. Minnesota
Products & Services

According to information provided by the business, Renters Warehouse provides property management for residential properties located in Minnesota. We provide leasing and management services. We also provide the TenantPlus also known as a tenant warranty. We also feature FastFunds, and EvictionPlus.

Industry Tips
Rental Information

Customer Review Rating plus BBB Rating Summary

Renters Warehouse has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 6101 Baker Rd Ste 200

    Minnetonka, MN 55345 (952) 470-8888

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Renter's Warehouse is a property management company I hired. The cleaning company they use Property Repair Pros/Preferred Maintenance mistakenly charged my account $750 and it came out of my monthly statement as a cleaning fee in April. I emailed the Tom ****** of Property Repair since I have tenants in the house and there was no recent cleaning. He informed me it was a mistake and he would forward the information to accounting. Now it is July and I have not been refunded. I have been emailing with Devin ***** of Renter's Warehouse who has not been able to tell me when I will be refunded or admit fault for wrongfully taking money from my account.

Desired Settlement: I would like to have my $750 refunded to me

Business Response:

*****,

 

On behalf of Renters Warehouse I apologize for the mistake. A refund check for the amount of $750.00 is being mailed to you today, I spoke with Nick ****** from our Arizona office this morning about the situation and confirmed with both Nick and our Accounting Department that a refund check was getting issued.

Again I apologize for the mistake and can assure you that a check is in the mail and on its way to you.

Please contact me directly should you have any questions.

Thank you,

Aaron ******

Director of Customer Service 

Renters Warehouse Minnetonka 

(E) a******@renterswarehouse.com

(P) ###-###-####

 

 

6/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We live out of state and contracted with Renter's Warehouse to rent out our house in Minnesota. In February of this year we were notified that the tenant did not pay her rent, but that she would pay the rent for both February and March in March. We were the standard $80 a month management fee for February despite the tenant not paying rent; but since we were told she would pay the back rent, we did not complain. In March, we were told that the tenant had moved out, stating that she could no longer pay the rent. She did not pay her back rent either. The utilities company told us that she had in fact shut off the utilities in February, so we assume she had moved out much earlier than Renter's Warehouse knew about. We assumed that Renter's Warehouse was still managing the property so we asked the person in charge of security deposits to contact the renter and ask her to only pay the rent from when she lived at the property (versus the 3 months she broke the contract). We were told "After Renters Warehouse was informed the tenant abandoned, we ceased collections attempts because there has been a zero return on our collections efforts", but in fact, Renter's Warehouse would charge us the $80 management fee for the other 2 months the renter did not live there. So they refused to assist us in efforts to collect rent, despite receiving their management fee (they took it out of the renter's deposit). In addition, we went to the property in April and found that the kitchen sink had been leaking for several weeks. It damaged the cabinet holding the sink and some of it leaked to the downstairs laundry room. If Renter's Warehouse was properly managing the property, why weren't we notified? When we asked Renter's Warehouse why this occurred, and were told that we needed to request a "random inspection" in order to have them visit the property. However, I am sure that they would have charged us for this.

Desired Settlement: We would like to receive the $160 management fee taken out of the deposit for the months the tenant was not living at our property since Renter's Warehouse did not properly manage the property (since they refused to speak to the tenant and visit the property).

Business Response:

*******,

 

I apologize for the issue, I have reviewed the situation and realize that your tenant abandoned the property in early March 2016. Due to the tenant abandoning the property and the move out inspection being completed on the 9th of March 2016, Renters Warehouse will be returning to you the management fees from the months of March 2016 and April 2016 as you have requested. 

 

Please contact me directly at *******@renterswarehouse to confirm your mailing address so we can issue a refund and mail a check to you.

 

Thank you,

6/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Gave a 'hold' deposit for a property which I decided to not rent. Did not receive my deposit back even though replacement tenants were taking over the property

Desired Settlement: Refund of my security deposit in the amount of $3200. Not an insignificant amount

Business Response:

****,

Sorry for the confusion with the situation. The check you provided for the deposit of the property is available for pick up at our Minnetonka Office. The address to our office in Minnetonka is **** ***** *** ***** *** Minnetonka, MN 55345, we are open Monday through Friday between the hours of 8:30 A.M. and 5:30 P.M. If you are not able to stop into the office to pick up the check please let me know where you would like the check mailed and we can send it to you through the USPS.

Thank you,

4/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was given a salary via e-mail of a potential renter. I agreed to rent to them. Found out later the guy never had a job. Now thousands behind in rent Had nothing but trouble with RW. Sales agent took weeks to get the property listed on sites...so lost time finding new tenants.He then found tenants..told me the guy was ex-military and he and friend passed the background checks. I was told in an e-mail that the ex-military guy made $3193 per month..the other had a new job at Brunswick bowl. I decided to rent based on the 3193 salary and good backgrounds. After they started getting late on rent I asked to see the paystub..found out it was a stub from when he was in the military and he does not have a job today. RW are washing their hands...have refused to help. They gave me bogus information and now I am two months behind on rent and they want me to pay for eviction....their mistake will cost me thousands of dollars in lost rent, eviction and no doubt repairing the house/yard for future tennants. I have good e-mail back up for all of this...they are ignoring me. I just want them to make this right. Its their fault I am in this predicament.

Desired Settlement: I would like them to pay for an eviction, reimburse me for lost rent until new tenants are in place and also pay for any damage to the property. I think that's only fair.

Business Response:

******,

Thank you for the feedback. 

As you stated in your previous message, you agreed to rent your property to the individuals that applied for the property. The information that was provided to you when the individuals applied for the property was indeed accurate and up to date. 
Renters Warehouse is not responsible for ensuring an individual maintains their employment during the course of a lease.

On the 18th of August 2015 you approved the tenants....

"I met the new potential tenantson Saturdayalong with the dog.  I liked both of them and they said all the right things. However one of the guys had not seen the inside of the house before so not sure if he’s ok with the property…….

I told them I would rent to them if they wanted it. " 

On the 19th of August 2015 after further financial clarity you approved the the tenants again ...
RW Agent: "I can send off a lease to you tonight and have them sign it tomorrow if you would like."
Owner: "Yes that's great news thank you"
The Agent under your direction, sent the lease out for signature and collected from the tenants the funds required for them to move into the property.

We understand that you have had a fallout with your current tenants. it is unfortunate that they are not fulfilling their responsibilities from the lease. 
The State provides for several conflict resolution mechanisms including allowing for unpaid rent or damages / repairs to the property to be withheld from the Security Deposit at the time of move out. As you know most costs associated with the Eviction are also the burden of the tenant to bear once the court has found them to be in violation of the lease.

Renters Warehouse will continue to contact the current occupants of the property to collect any unpaid rent that is owed until told otherwise. Should you need assistance with beginning the Eviction process please feel free to reach out to our Rent Collection Department and a team member will be able to assist you.

Thank you,

Consumer Response:

 I am rejecting this response because:

Renters Warehouse is completely missing the point. The tenant did not have a job when I agreed to rent to him. RW was supposed to validate that he had a job and earned enough money to qualify.  When I asked for a copy of his paycheck when he started being late on rent RW sent me a copy of an old military paystub from what looked like years ago. The tenant was not in the military nor had he been for some time when he filled out the application. Basically RW did not meet their obligation of qualifying the tenant. They gave me false information in an e-mail as to how much money the guy was earning. I would never have rented to a person without a job.  He got caught up on rent recently as he got a large tax return.....but now he's behind again and I'm not sure how he will ever get current.  I am the one having to go over to the property and follow up with this guy.....RW is just sitting back and taking their $80 management fee per month. This is all very unfair.     


Business Response: Hello ******, 

Thank you for your follow up. 
This is very simple. Please take the time to read the documentation that you have been provided access to. 
Your tenants pay stub was dated from the US Government within 11 days of the application. There would not have been more current data available on any other applicant that is paid bi-weekly as 2 weeks had not come to pass between the application and the statement date.
We will continue to contact your tenant daily via telephone and email until they have become current on the partial balance that is due. Please feel free to reach out with questions. 
Kind Regards. 

4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refund of renter placement fee for a renter who abandoned the property and caused damage to my property I used Renters Warehouse to place a renter in my property - **** ******** *** in Inver Grove Heights in March of 2015 for a two year lease. The renter contacted me in September 2015 stating she could not afford rent any longer and would be leaving at the end of October. I instructed the renter to contact and work with Renters Warehouse. Renters Warehouse never contacted me so I called Renters Warehouse mid October to get information on when the renter was leaving and ensure she would be paying to find a replacement renters since she was breaking the lease. I was told the renter said she couldn't pay the fee to find a replacement renter and no lease end date was established with the renter. The renter abandoned my property at the end of October 2015. The renter also caused damages to my property that were costly to repair. I had to replace carpeting in 3 bedrooms, living room, family room, hallways and stairs because there was too much dog urine and fecal matter to have the carpeting cleaned. Other damages included window blinds, wall repair and extensive cleaning because rtye property was left in a filthy state. I decided to sell my property instead of try to rent it again and was informed that the fee I paid in March/April to place the renter would not be refunded. Renters Warehouse offered to find a new renter and waive the renter placement fee which was of no use to me because I sold the property. I am requesting a refund of the 2845.50 fee I paid Renters Warwhouse to place a renter in my property.

Desired Settlement: Refund of the $2845.50 placement fee I paid for Renters Warehouse to place a renter in my house.

Business Response: Hello ******,

Thank you for the follow up.

I am sorry to hear that your tenant did not work out. Although rare, It is always frustrating when life throws a curveball and plans change for a family.


Fortunately you have several layers of insulation here for these specific situations.

- After going through a divorce and medical issues this family could no longer pay rent and abandoned your property. You were immediately notified that we would warranty the placement and help you find a new tenant free of charge. This offer was declined.

- For the damage to the home you were covered by MN Statutes that allowed you to collect all 3 separate deposits. A full month's rent, a refundable pet deposit and a non-refundable pet deposit.

If you believe that this tenant still owes you a civil debt after payment was received for all 3 deposits, please feel free to pursue them with the resources that MN has made available to you.

We appreciate your business and wish you well. Feel free to reach out with questions.

Kind Regards.


Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I would like to ensure the intent of my compliant is clear. My complaint is with Renters Warehouse and the unfair business practices that I encountered. I paid a fee of $2845.50 to place renters in my property for 24 months. The renters placed rented for about six months or a quarter of the timeframe I was charged for. In my opinion, any consumer would feel cheated if they only received a quarter of the goods or services they paid for. I agree that there was an offer made to find me a replacement renter at no charge but since I decided to sell the house instead of rent again a replacement renter was of no benefit to me. Why does Renters Warehouse feel it is acceptable to offer a replacement renter free of charge but refuses refund the renter placement fee I paid?

3/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Renter's Warehouse provided me a receipt for cash money that I paid and did not distribute the funds in the manner in which indicated on the receipt. I found a property on Trulia for rent that just so happens to be a renters warehouse property. I requested a showing and applied for the home and understood the home was going to be managed by Renters Warehouse which explained the $150 admin fee. I had to pay a $90 application fee in addition to this $150 admin fee. After I had signed the lease for the property is when I was told Renters Warehouse would not be managing this property and that I would pay the landlord directly and have all maintenance requests go to him directly. I then inquired about the $150 admin fee and why I needed to pay that and they indicated it was the cost to write the lease. I explained that cost is not for me it is for the landlord and that should not be paid by me. Renters Warehouse collected the initial deposit and rent payment and I continued to inquire about the fee and they said no one was in the office to help me they were all in meetings. I was in person when I was inquiring. Thus I advised I would pay 2 months rent and $2 admin fee since I had $5,600 cash on me. The Renters Warehouse rep provided me a receipt that indicated the same. A manager was supposed to get back to me to discuss this fee on Feb 5 when I paid the money. No one ever contacted me. However when the money was distributed to the landlord they held back $148 from the April rent payment and then advised me that I owe the landlord $148 because their fee was non-negotiable. I even showed them the receipt they gave me and advised that my landlord had nothing to do with their fee and he should not be in the middle of this dispute. I asked for an itemized breakdown of the $148 charges because Renters Warehouse did not represent me in any way and did not find me, I found them. Also explained that the explanation about the fee was in reference to their property management services and that it was never explained or made clear from the start that this fee is paid no matter what. I have no documentation on how they even used my funds for the application fee (which I may add I had to pay 2 app fees because the 1st home I decided not to move into even though I was approved for that one and a month later I applied for my current home. So I have paid renters warehouse $180 in 2 months time. The application fee was clearly explained which is why I did not dispute that fee and knew I had to pay it again since I did not apply for the second property within 30 days, but this admin fee was not clearly defined or explained. Where does Renters Warehouse get off charging tenants that fee when they tenant has no choice in the matter. Renters did not take me around to see properties or represent themselves as my realtor so why they are able to charge such a large fee to a tenant is ridiculous. There is no way renters warehouse should be able to misappropriate funds and steal people's money. I have copies of the receipt that shows $5598 was to go to my landlord and yet they only gave my landlord $5450 and are now trying to advise me I owe my landlord when in actuality I do not. I even provided copies of their receipt to them and they are still withholding the money from my landlord. This is not fair business practice and renters warehouse should not be able to do this to anyone. If they have property owners coming to them for a service then that property owner should have to pay for that service how can those costs be passed on to the tenant who is completely clueless of the service that is being provided or that has been discussed with the property owner. I used renters warehouse back in 2011 and I never paid an Admin fee and they actually property managed the property I resided in for 2 years. I paid an application fee only at that time and now they are saying this fee is non negotiable when just 5 years ago this fee was not a part of their business at all.

Desired Settlement: I expect that the money be allocated in the manner in which was indicated on the written documentation that was provided to me once I handed my money over to renters warehouse. They mislead me into paying them money that I was disputing. My landlord should receive the money in full and renters warehouse needs to provide me an itemized statement of my charges and how they are applied in order to receive any additional money. If they are not able to provide this stament then they should receive nothing because I do not recall this fee being explained to me at any time except during the application process where it is presented as a property management fee where you are paying this fee because renters warehouse will be managing the property you have chosen to live in and for me that was not the case.

Business Response: Initial Business Response /* (1000, 5, 2016/03/11) */ Hello *******, Thank you for your feedback. In this scenario you have unfortunately confused several important relationships. I will outline them below in an attempt to help you understand your responsibilities here. - You and the Landlord have signed a Lease Agreement that dictates the relationship of all parties, the funds that are due to all parties, and the expectations of payment logistics. - You have failed to fulfil your obligations according to the Lease Agreement that you signed on January 29th, 2016. Your Landlord has fulfilled their responsibilities and covered your fees. - You now owe your Landlord $148. Your relationship with Renter Warehouse is complete at this point. I hope this helps clarify your confusion. Feel free to reach out if I can be of assistance. Kind Regards. Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) You still have not corrected this error. I have discussed this issue several times with renters warehouse, this has nothing to do with my landlord. The issue is you took the money from my landlord when the dispute I have is with you. You continue to say I signed an agreement as did you. I have a written document that outlines how the money that I did pay should be allocated until I was able to determine how the admin fees were broken out. Renters warehouse failed to contact me at any point so that we could resolve the issue. Renters warehuse felt that since I paid them money to give to my landlord that you would take the money from the landlord rather than try and resolve the issue with me. My landlord should not even be a part of this dispute and you continue to place him in it. You took the money and allocated the money in a manner in which was against the written documentation that you provided to me outlined on February 5, 2016. Had you contacted me as discussed this matter likely would have never gotten to this point. But no you felt since you had more than enough money you would stick it to my landlord and go against your agreement. I never once said I would not pay the fee, I simply indicated I did not agree with the fee once you told me after the lease was signed that you were not managing the property. Why was this information not explained in the beginning prior to even applying for the property. This is information that should be clearly communicated form the start as to understand how a fee can be charged for something that you did not even do. This issue is not resolved and you need to stop saying that it is. I had been willing to get a clear explanation and breakdown of all of the fees I paid and why. Even within the lease agreement the explanation if the fee is not clear and when I asked it was explained that this was the cost associated with managing the properties when in fact that was not even the case for the property I reside in. You were dishonest then and you are being dishonest now because I also have a signed document indicating the $5600 I turned over to renters warehouse would be for March and April rent and $2 for admin fee. You want to hold me to an agreement I signed and I am holding you to what you signed. Either you provide me clear itemization of the fees and I will pay you or I will continue pursuing this $148 and it will cost you a lot more than this minimal amount of money. Bottom line you have stolen money where I am simly asking for a breakdown and I am willing to pay you but this money should not be taken from my landlord and that is what you have done. My landlord did not pay this as you indicate you withheld the amount from him rather than handling the dispute with me. Final Business Response /* (4000, 9, 2016/03/14) */ Hello *******, Unfortunately, due to the fiduciary responsibility that we have to the Owner (per MN LAW) we cannot provide you with information regarding the Landlord's agreement with Renters Warehouse. Rest assured that the Landlord is in tune with your partial payment and how is was allocated per the Agreement that we have with the Landlord. To clarify: - You are not party to the legal agreements that dictate payments, fees, and distribution of funds to the Owner. You do not have the right to demand the parties take any action related to this Agreement as you are not a party to the Agreement. - Your insufficient payment has been distributed to the Landlord. The remaining balance will be your responsibility and is due to the Landlord. Feel free to reach out with questions. Kind Regards. Final Consumer Response /* (3000, 11, 2016/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will choose other legal matters to pursue this dispute. It is clear Renters has indicated themselves that "I am not party to the legal agreement that dictates payments...." thus, how is it that I am the one paying the fee? Makes no sense to me at all. There is no way money should be required from me but I am in no way a party to the agreement to pay said fees. Seems to me that if I am not a party to the matter, then why was it my money that was taken? Clearly we have an issue here and I hope the BBB is taking note and documenting this. But no worries I will now take my complaint to the Attorney General and the information documented in this complaint as well. No company should ever be able to hold another party responsible for fees to an agreement that company has with someone else. In order to have a legal contract ALL parties involved must be clear on terms and agree to those terms. If the party is not a part of the agreement then that party should not be involved in any way especially to satisfy any fees associated.

2/23/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Renters ok'd guinea pigs. Homeowner was fine with them. Now homeowner wants to sell and demands we get rid of them. Renters threatening evictions. Before even looking at the rental property with renters, they asked if we had animals. I stated I had a guinea pig. Renters ok'd the animal stating that "No pets" in the lease agreement just mean no animals outside of a cage. A year after living in the property, homeowner questioned if we had a cat. Renter's stated again that, "cats and dogs, or pretty much anything that stays outside a small cage, needs to be pre-approved by the owner". Shortly after, the homeowner did a walk through with renters to ensure the property was in good condition. The homeowner even commented on the guinea pigs and thanked us for keeping a carpet over the floor carpet to keep it clean from the cages. Now with 3 months left in our lease, the homeowner did a walk through with her realtor and complained to renters that we had animals. I talked to renters in regard to the issue and forwarded them the emails that mentioned the animals and renter's response to one. We haven't heard any response to that matter. Several days later we received a voicemail from renters inquiring if we had responded and if we were planning on moving the animals. They also stated that if we did not, they would take legal action and evict us.

Desired Settlement: We believe we should not have to move the animals considering it is renter's policy and wording. The homeowner was fine with it until now when she is planning to sell. We feel this is her way to push us out faster in order to get rid of the property. We feel that we are now being harassed.

Business Response: Initial Business Response /* (1000, 10, 2016/02/19) */ Hello ****, Thank you for the feedback. As you know, we do not dictate the terms of the lease agreements. Only the Owner and Tenant may decide what terms are acceptable before they sign a lease. In this instance your lease does not reflect the presence of a pet. Your Landlord decided that this pet is not acceptable. We do not have control of this decision and cannot force the owner to adjust their position. If you do not co-operate than this Owner will evict you. Renters Warehouse does not have the authority to evict you. This is solely a decision of the homeowner. We do not have any power in this process and cannot change the path that the Owner chooses to take. We hope that you and your Landlord come to terms that are acceptable to you and we will continue to be a resource for you as you communicate with your landlord moving forward. Kind Regards. Initial Consumer Rebuttal /* (3000, 12, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Renters does not explain their own definition of what they believe "no pets" is. I expressed my concerns at the beginning of the process and was repeatedly told that having caged animals were acceptable in a "no pets" lease. Why was renters lying to both myself and the homeowner? Why repeatedly express that caged animals do not apply when they do? I expect renters to step up and take ownership and explain themselves. If they would've told me that no pets meant no pets I wouldn't be threatened with an eviction by the homeowner. Final Business Response /* (4000, 14, 2016/02/22) */ Hello ****, Thank you for your prompt response. This is pretty straightforward. Your Owner decides what they require for deposits, and what they deem as pets. They have the right to set these terms. They have determined that your Guinea Pig is unacceptable. Renters Warehouse does not sign for either party on the lease and cannot alter the terms and conditions of the lease. There are only 2 parties to the Lease and only these 2 parties may dictate these terms. We hope that you and your landlord find and amicable resolution to this conflict. Please feel free to reach out if we can be of assistance. Kind Regards.

2/23/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid and signed a "tenant exhange fee" Contract. Even after paying the fee and signing documents, I had to email 13 days later to prompt listing. I made Renter's Warehouse aware via email on November 5th, 2015 that, due to a transfer in my company, I would be looking to end our lease early, effective March 1st, 2016. At this time, the leasing agent at RW, told me he reached out to the homeowners and they said the only way they would allow us out of the lease is if we paid a "tenant exchange fee" (equal to one months rent, so $1695) and if new tenants were found by March 1st. The homeowner is usually reponsible for this fee, but RW said they would not begin to market the property until this fee was paid. This made no sense to me, as the more notice and time you have to market the home, the better, yet RW was refusing to do so until I paid this fee. The lack of sense of urgency at that time indicated to me that they didn't care whether they found new tenants by March 1st, they just wanted me to pay a fee and knew they could threaten me legally if I did not continue to pay beyond March therefore excusing them from having to push for new tenants. I did pay the fee of $1695 and have receipt of payment on December 15th. The documents were all completed and signed via email by Decemeber 17th. In the weeks following, I periodically checked the website to see if the home was posted and by December 28th (13 full days after payment was received) when I STILL didn't see any sign of it, I reached out via email to Ian to question why this hadnt been done. He acknowledged it was not marketed and had no explanation as to why it hadn't been yet. Just under 2 hours later I received a call from the leasing agent and the home was posted about an hour after that. We are now just over one week away from the March 1st date and there have been just 3 showings since the property was finally listed on December 28th and there are, shockingly, no tenants to move in come March 1st. I have reached out to Ian to let him know that our situation has not changed and questioned their urgency to rent the home since I had to prompt them to even list it. He will not acknowledge that failure to fulfill their end of the contract at all and continues just to threaten me legally. I have emails from him in November stating that they will begin to look for new tenants "immediately" after the fee is paid and their website says once fee is paid and documents are signed the home will be posted out within 24hour to multiple websites. This is not at all what happened. They chose not to start looking for new tenants when I gave them 4 months notice and they continued to show no interest in finding new tenants even after I paid them the fee to do so. The fact that I had to prompt them to do what they agreed to when we signed the tenant exchange contract is unacceptable. And it is absolutely unethical to show no concern because they feel they have legal power over me so they can continue to collect rent from me regardless.

Desired Settlement: I am absolutely looking for a refund of the "tenant exchange fee" of $1695 I paid because I was told it was the only way RW would search for new tenants, yet even when paid, I had to prompt them to market the home 13 days later. I also do not believe I am liable for the rent beyond March because they did not market the home for nearly 8 weeks after I gave them notice to vacate early. And in four months, have found no prospective tenants. Being that the service RW advertises to homeowners is finding tenants faster and more efficiently than they could do on their own, I feel they are grossly misleading people if they cannot find new tenants in four months. Furthermore, not even searching for them for nearly two months of that four month timespan.

Business Response: Initial Business Response /* (1000, 5, 2016/02/19) */ Hello *****, Thank you for the feedback. I am sorry to hear that you are frustrated. It is pretty easy to see where the confusion lies here. Your property is not going to be "Move In Ready" until March 1st. As your request came in during December it should not have been marketed as until it was within 60 days of being "Move In Ready". As you have witnessed with the minimal showings, Tenants show very little interest in a property when it is marketed but not "Move in Ready". You have requested to exit your Lease early. The Tenant Exchange Fee is paid to the Owner to cover the cost of acquiring you as a tenant. This fee is not paid to Renters Warehouse and cannot be refunded by Renters Warehouse. Hopefully this helps clarify for you. Feel free to reach out with questions. Kind Regards. Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was more than confusion. My request came on November 5th. The fee was paid on December 15th. What was said was incredibly misleading and false about the process. Had I known what was just told to me, I may have opted out of paying the fee at all. There was monetary damage to me because of this. I could have just put that money toward either the rent or my mortgage had I known that there was going to be no action taken until 2 months after I initially made RW aware of the early move out. Below are some of the emails in early November between Ian and I. He says things such as, "if we could have 2 OR MORE months to market the property we stand a good chance at having new tenants found." Or, "once we have that paid we will begin the process of finding a replacement tenant immediately" You can read for yourself the nature in which I was not confused, I was misled which has been financially damaging and I am looking for some resolution to that. If it is not a "refund" it should be RW responsibility to compensate me in the same amount I paid for this mis-speaking of your employee. On Nov 5, 2015, at 4:56 PM, Ian ****** <*******@renterswarehouse.com> wrote: Hi ***** and ******, I have heard back from the homeowner about your request to see your lease ended early and this is where things have ended up. In order to leave your lease early we would need you to enroll in our tenant exchange program which breaks down as follows. The terms of the program state that the tenant must pay a program fee which is equal to what the owner originally paid us to place you into the property. In this case with a 12 month lease the owner paid 1 months rent which was $1,695.00. You would be required to pay that fee up front before we start the program. Once we have that paid we will begin the process of finding a replacement tenant immediately. Once a new tenant is found and a lease is signed you will no longer be responsible for the rent on the property . Usually it takes around a month to find a new tenant, HOWEVER in the event that a new tenant is not found right away you are liable for the rent until the property is filled even if you have vacated the property prior to the new tenant being found. If you fulfill the terms of this agreement your security deposit will be handled as a normal move out and may be returned to you in part or in full. On Sat, Nov 7, 2015 at 6:20 AM, ***** **** wrote: Ian, My employer will not financially assist with our move. If we would pay the $1695.00 by mid to late December, would it be realistic to expect the home to be rented for March 1st? I know you said it typically takes one month to rent the home, and that would still leave roughly 2 months, but is it realistic at that time of year to plan for it to rent by our move out date? We also own a home that we are moving back to and I cannot risk double payment in any given month From: Ian ****** mailto:*******@renterswarehouse.com Sent: Monday, November 09, 2015 3:19 PM To: ***** **** Subject: ****************** Mound, MN 55364 Hi *****, We can never guarantee how long it will take to rent out a home, no matter the time of year, inherently due to the nature of how it works. However, if we could have 2 or more months to market the property, we would stand a good chance at having new tenants found. So if you could see the fee paid by the end of December, thus allowing us to take the next steps to getting it listed by the end of December/early January, then I think you would stand a good chance at having tenants found for the start of March by the start of March. Let me know if this is what you would like to do or if you have any further questions. Kind Regards Final Business Response /* (4000, 9, 2016/02/22) */ Hello *****, Thank you for the prompt response. I have read Ian's commuincation with you and it appears to be very much in line with the process. You were told numerous times that .. 1) "We can never guarantee how long it will take to rent out a home, no matter the time of year" 2) "if you could see the fee paid by the end of December, thus allowing us to take the next steps to getting it listed by the end of December/early January, then I think you would stand a good chance at having tenants found for the start of March by the start of March. " 3)"in the event that a new tenant is not found right away you are liable for the rent until the property is filled even if you have vacated the property". Unfortunately a new tenant has not been secured however you were also aware of this possibility. I understand that this has not been an ideal situation for you, however Ian has been very upfront and transparent with you during the entire process. I hope this helps to clarify for you. Feel free to reach out with questions. Kind Regards.

2/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Renters warehouse was suppose to do an inspection on our house before we moved in and they failed to do so. The house was proven to not be up to code. Last February my friend and I moved into a house through Renters Warehouse using Scott ****. The house wasn't cleaned or inspected. Mr. **** said the place would be going through an inspection and cleaning process but it was filthy because it was just put on the market. We said we liked it but the cleaning had to be done, the garage was full of the owner's belongings which had to be removed, and the inspection by Renters Warehouse was to be done. All of this was assured to be done by Mr. ****, nothing of which was done. When we arrived to get the keys the place was still filthy. Scott **** apologized because the inspection wasn't done, the cleaning wasn't done, and the garage was filled with the owner's belongings. Mr. **** had to run to Lowe's to get a second key made! The garage didn't just have a few things either, it had a dryer, couch, tires, paint cans, ladder, a huge TV, various tools, a big pile of wood. They left us 3 garbage cans plump full of garbage. It was there for about a month too, not a short period of time. No one had lived in the house the prior year and no cleaning or prepping was done. We had to change out about 10-12 light bulbs before we even started cleaning and taking pictures/videos of everything. The carpets were filthy so we had to shampoo them ourselves, there were crappy patch jobs done all over the house along with some patch holes that had fresh holes in, they had 1 old coat of paint on and you can see streaks of primer all over the house. It was tan colored paint with blue primer underneath sticking out everywhere. There were no safety rails along either set of steps. The windows look like they hadn't been cleaned in year. The walls had cracks, the fireplace didn't work. The ceiling fan in the master bedroom didn't work, the fridge had 3 shelves on the door only 1 we could use because the railings were missing. The bathroom was disgusting. It took 2 hours of scrubbing to clean up just the toilet and there was and thick orange stain in the tub. Cleaning the tub was a 2 day process! The yard wasn't any better either. A year's worth of untouched leaves and debris. The house is a 2 story house with split level entry and the steps leading up to the door were rotten and falling apart. We started dealing with these issues from day 1`and are still dealing with these issues 12 months later! The first 3 months of renting were completely filled with maintenance request after maintenance request to fix all the stuff and should have been done before we moved in. The master bedroom ceiling fan didn't work, the light fixture in the bathroom isn't fastened to the wall its hanging by the cords, walls are cracking everywhere, dryer doesn't work, and the fireplace didn't work either. All the things would have been caught had there been an inspection done before we moved in. Each of these maintenance requests is granted 14 days to complete so the days of waiting and rearranging schedules add up real quick! In March I had family over and as they were coming up the stairs to the house my 5 year old nephew almost went through the railing because they are so loose and rotten. That was the first time I had mentioned the steps to renters warehouse. In September my roommate was going up the rotten stairs and stepped right through one of the steps. Finally we just called the city of Mound to come out and inspect the stairs. The inspector deemed them unsafe and said we shouldn't use them. He also seen that the 2 sets of stairs inside weren't up to code either, neither set had a hand/safety rail. He is sending his report/complaint directly to the owner and finally something was done about it. A company came and they completely cut off the steps. It is now January 20, 2016 and our lease is up in 11 days and instead of a set of front steps we have an 8ft drop off. I feel Renters Warehouse has taken advantage of us and I feel we should get free rent until the steps are fixed and we should get all our deposits back.

Desired Settlement: I want free rent after January 31st if these stairs are not done. We want all our deposits back also. This has been an absolutely horrible situation and we have been taken advantage of right from the start.

Business Response: Initial Business Response /* (1000, 8, 2016/02/01) */ Hello *****, Thank you for the feedback! I apologize that you have had a frustrating experience with your Landlord over the last year. We understand that these types of relationships can be challenging and we are glad to hear that Scott had attempted to help you navigate this process. In regards to your complaints about the maintenance items during your tenure, please correct us if this is inaccurate however our records show the following: - All move in items reported to the Landlord were addressed by the end of February. - No other complaints or maintenance items were reported until the Week of April 10th in which time a light and dryer door were repaired and a lawn clean up was performed for Spring. - In July your AC system failed and was replaced immediately as it was under warranty. In September this unit was serviced and prepared for winter with a cleaning and tune up. - At the end of November you reported a concern with the stairs. From that moment until last week this Owner has been working directly with the City to get permits and complete the needed repairs. As of January 28th, 2016 your repairs have been complete and the stairs are functional. Feel free to reach out with questions. Kind Regards.

1/25/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Maintenance costs: failure to follow instructions given by technician resulting in unnecessary maintenance trips Due 08/28/2015. I left my place of employment to meet with 3 technicians,sent by Renters Warehouse, on 3 separate occasions, to let them into my home to repair a faulty water heater. The correct repair was not done until the 3rd technician correctly diagnosed and fixed the problem. I was subsequently charged the 150.00 maintenance cost for: "...failure to follow instructions given by technician resulting in unnecessary maintenance trips..."

Desired Settlement: Remove the charge from my account.

Business Response: Initial Business Response /* (1000, 10, 2015/12/09) */ Hello *****, Thank you for your feedback. I understand that you have had problems understanding how to use your water heater. Unfortunately when you make manual adjustments to the water heater it changes the way the water heater performs. The repair companies that were dispatched to your home found the unit to have been in perfect working order on all 3 visits. After the first several visits the single charge of $150 is well within the rights of the homeowner to pass along to you. Please feel free to reach out with questions. Initial Consumer Rebuttal /* (3000, 12, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am formally requesting Renter's Warehouse to supply the repair company's records detailing the dates they came to my residence as well as the repairs/maintenance that they did on each date. If these records cannot or are not supplied, so that I can refute the response, I am asking that the single charge of $150.00 be removed from my account with Renters Warehouse. Final Business Response /* (4000, 14, 2015/12/10) */ Hello *****, I have included excerpts from your maintenance log below: July 26th, 2015: FROM THE TENANT I am having H2O issues in my townhome - no hot water. July 26th, 2015: TO THE OWNER The maintenance repairs that you have approved were completed on 07/26/2015 August 15th, 2015: FROM THE TENANT The furnace was maintained a few weeks ago, but the hot water temperature was set too hot (scalding). When I tried to reset the temperature (last Sunday), the water gradually cooled too much to the point of no hot water at all by Friday. I again tried to reset the furnace last night with no success. Now I cannot tell if the pilot light is on. The pilot light being out was the problem the last time the furnace was maintained. August 20th, 2015: 8/20 Mr Rooter went to the property, ran a diagnostic for $150, nothing is wrong with the hot water heater. August 21st, 2015: Tenant again called Mr Rooter to say it was broken on 8/21 and later called back to cancel the appointment that day August 27th, 2015: Tenant put in a maintenance request for the water heater on 8/15, after messing with the buttons on the water heater, Mr Rooter couldn't contact her and then the tenant left it alone for a while and was able to get hot water again, so the tenant cancelled the request. Tenant called in the water heater again, sent Mr Rooter a video of what she was doing (running only the hot water until it ran out and got progressively colder and thought it was broken because it wouldn't get hot again). September 4th, 2015: Mr. Rooter Plumbing's Master Plumber, John ******, went out and fully inspected the water heater which included removing burner assembly and checking all elements... no issue was found. Water heater is in good working condition. Transferring back to RW to close this ticket. Will send email to property owner letting him know our Master Plumber's comments. September 8th, 2015: FROM THE TENANT: Your Master Plumber was out to my home this week. He said to contact him if my water issue happened after he left. I am writing to report that I did not have hot water Saturday evening. Please have him come back to my home ASAP. Hopefully this helps clarify the number of trips that were taken to the home *****. Feel free to reach out with questions. Kind Regards. Final Consumer Response /* (3000, 16, 2015/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Each technician ( 3 in total) who came to my home did in fact do maintenance on the water heater. The first technician informed me that the pilot light was out. He cleaned around the pilot light and then relit it. The second technician inspected the water heater and did some minor cleaning. The third technician asked me if the other two technicians had removed a plate/element from the bottom of the water heater and cleaned it. I told him no. He cleaned the plate/element from the bottom of the water heater and informed me that if the water heater "thinks" that there are issues, it will shut itself down. I dispute the response given by both Renters Warehouse and Mr Rooter and request again to see the documentation submitted by all three technicians for all three visits made to my home. Additionally, in the attached document, there is an email from the property owner informing me that he did not give Renters Warehouse permission to charge me $150.00 as well as an email from Renters Warehouse informing me that the property owner gave them permission to charge me $150.00. I am requesting the documentation supporting the claims by Renters Warehouse that the property owner gave them permission to charge me 150.00. I again am requesting that the $150.00 charge be removed from my account with Renters Warehouse.

12/7/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Renters Warehouse stated they conducted a full inspection and that property was move-in ready. Upon moving in, conditions weren't move-in ready. My husband and I signed a lease for a Renter's Warehouse property on 11/01/15. We paid a deposit of $1050, first month's rent of $1050 and application/administration fees. We did a walk-through with an agent who stated they conducted a full inspection of the property and reported all details about the conditions of the unit. The agent stated from what they found, the unit was in a livable condition. Upon exit of the walk-through, the agent turned on the heat of the property so it would be ready for us to move in. We moved in on 11/09/15 to find the kitchen and living room (bottom half of town home) to be infested with cockroaches. We were never informed of this issue and contacted Renter's Warehouse and the owner of the town home right away. The owner hinted that she thought we caused the infestation but has agreed, after we spoke with her, to pay for pest control to treat the unit. We feel this is a violation of our lease under Covenants of Landlord where is says 1. The premises and all common areas are fit for the use intended by Tenant and 2. To maintain the Premises in compliance with the applicable health and safety laws of the state (this is causing health issues for my husband who has very severe allergies to pest-all tested and confirmed by an allergist), and of the local units of government where the premises are located during the term of the lease. We asked for 50% off our rent since we could only use half of the property; it is now day 18 and the problem still exist. They were only willing to give us a reduction of 5 days off of the full amount of rent, and we were told that was more than accommodating by Renters Warehouse. Renters Warehouse and the owner never offered another place to stay while they fixed the infestation, denied our request for reimbursement of hotel stay, denied our request for 50% off, and made us feel like we should consider ourselves lucky for even getting the 5 days reduced from our rent.

Desired Settlement: We want them to relinquish our responsibility of the lease, refund the full amount of our deposit, and not to report any of this to harm our credit. We would also like them to utilize their Tenant Exchange Process that states "under limited circumstances" that a tenant can terminate their lease under certain conditions (health issues is one of the conditions) and they will find another tenant for the property. We are willing to give them a 2 month notice to find another tenant to reside in the property.

Business Response: Initial Business Response /* (1000, 5, 2015/11/19) */ Hello ********, Thank you for the feedback! Your situation is unique to say the least. As you stated in your complaint you, your husband and an Agent all did a walkthrough of the property after the inspection and did not notice any form of pest issue. The property that you moved into had been previously occupied and had not reported any pest control issues. You rented the property on 11/1 but did not report pest control issues until the 11/9 as you did not attempt to move in until the middle of the month. The Owner immediately responded to your report by securing a pest control vendor. After the pest control treatment was applied you were told specifically not to use your own harmful chemicals as it would slow the process down. You chose to undermine the treatment anyway by applying Raid at your discretion. The Owner upon hearing of this poor decision decided to spend extra money on an additional treatment from the pest control vendor to help expedite the process. At this point the Owner has been communicating empathetically and has given you several sets of options. 1) They have openly told you that they will not charge you for time spent in the unit during the pest infestation. Pest control is a common issue and clearly defined as a tenant responsibility within the lease. This offer is indeed fair as the Owner is assuming all costs associated with this process in an attempt to get you started off on the right foot. 2) They will allow you to process a Tenant Exchange. This program allows you to leave the responsibilities of the lease after a new tenant has been found and all fees associated with the account are up to date. You have signed a 3 year lease. This is also a vary fair offer. Also please be aware that Renters Warehouse will only report delinquent activity after it has occurred. At this point in time your account has a credit from the homeowner and is current so there have been no reports made. Please feel free to reach out with questions. We would love to see this resolved in a manner that leaves you and the homeowner in each other's good graces. Kind Regards. Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. There was evidence that there was a pest control issue when we did the walk through with the agent. The agent picked one up and threw it away and blamed it on the time of year and being at ground level. 2. I was never told not to use additional treatment for the cockroaches. We were only told not to clean the areas treated for 24-48 hours. I was only told not to use Raid after I let the Customer Solutions rep know that I had used it. Also, it was only a spray that we used directly onto the cockroaches. We didn't spray the entire home like the pest control worker had done. So to say we made the situation worse is unfair and untrue. 3. The pest control worker stated there was evidence that the cockroaches were there before 11/01/15 (so this should be the homeowners responsibility) and it was a known issue since there were many dead cockroaches indicating treatment had previously been applied. He also stated they always do a second treatment and scheduled it with me that day. So to say the second appointment was made based on a "poor decision" is also untrue. The homeowner pushed the date of the second appoint up after we requested half off of the rent, which was denied. 4. We have not been given multiple options. The homeowner has denied almost all of our request. We only have a credit on our account because we asked for it, not because it was given. Also, we are being charged for time spent while in the unit. The credit on our account is for the time we were not there, which was from the 9th (when we officially tried to move in) to the 14th (when we moved in even though the cockroaches were still there). If we are not going to be charged for the time spent in the unit during the infestation, there needs to be a larger credit to our account. 5. Anyone can say sorry or they feel bad. That doesn't change/help what we are dealing with especially if you aren't offering any options. And now that blame is being put on us is really ridiculous. The cockroaches were here when we moved in; we didn't bring them with us. I'm surprised you all aren't doing more to help your new tenants. Final Business Response /* (4000, 9, 2015/11/23) */ Hello ********, THank you for the prompt response. Unfortunately your complaint is still inaccurate. Your Owner has been working with Paul through the Lease Modifications Team to help you get out of your Lease. He has completed a signed document that will allow this process to happen. If you do not feel that this is accurate or do not wish to be involved in the Tenant Exchange program please let us know immediately so that we can cancel this process. Kind Regards.

12/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed a contract on 10.2.15 to rent out a 4-plex. The leasing agent has not shown it and makes promises that he does not keep. I signed a contract on 10.2.15 with senior leasing agent Justin ***** of Renters Warehouse to rent out an empty apartment in a beautiful, perfectly maintained 4-plex on Grand Avenue, half a block from Macalester College, in which I also reside. As of today, 11.6.15, over 1 month later, there have been zero showings. On 10.16 I emailed Justin requesting that he show me the ad he had placed. He did not respond. I made 2 more attempts. Finally, on 10.23 he sent me a link to the ad. It failed to specify that 2 full separate, brand new garages were included--a huge selling point. It also failed to include the attributes that I had explicitly requested and that he agreed to add: natural woodwork, built-in hutches, fenced in landscaped yard with a quiet, private sitting area specifically for that unit; half a block from mass transportation, 2 grocery stores, many restaurants and other shops within walking distance; quiet building; and 1 block away from Summit Avenue. Further, Justin had initially agreed to return to take updated photos after the tenant had vacated, to show the hardwood floors, ceramic tile in the bathroom and kitchen, and the quiet, private outdoor sitting area. He has still failed to do so despite many emails from me. When I received an email today that he was out of town and would not return to take updated photos until the 10th--and had STILL not changed the ad--more than one month later-- I decided to contact BBB.

Desired Settlement: I have now lost a full month's rent. I want a refund for the month; and I want to be released from the contract.

Business Response: Initial Business Response /* (1000, 8, 2015/11/19) */ Hello ****, Thank you for the feedback! It would appear that you have had some miscommunication with our Leasing Agent and for that I apologize. Your ad was corrected per your updated description but updated photos were not able to be secured in the 72 hour turnaround time that you had requested as Justin was indeed out of town when he received the request. Per your request your ad has been removed from our servers and your placement agreement with us has been canceled. We appreciate your attempt to do business with us and hope to work with you in the future. Kind Regards.

11/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lack of concern and support for tenants. Untrustworthy agents. Ill worded official documents. Initially upon signing my lease, I had requested several changes to the wording of the document due to grammar errors including misspelled words and mis-stated sentences. These errors include listing an agreed upon refundable deposit as non refundable even when additional documentation was provided supporting the nature of the agreement (deposit would be refundable). Renters proceeded to keep the full amount of the refundable agreement and revealed that the requested edits were never made to the document. They also failed to provide support on an inquiry regarding a rent rebate due to several inconveniences experienced during my stay as a Renters tenant. one out of 5-6 renters personnel I worked with was friendly and provided good customer service. All other agents and members of the Renters warehouse team were not friendly, not honest, and not helpful.

Desired Settlement: I am requesting a settlement from Renters Warehouse for a total of $999.00. This total is for a single months rent, $899, due to the amount of inconveniences I experienced as a tenant. Plus the $100 refundable deposit they kept from me.

Business Response: Initial Business Response /* (1000, 6, 2015/11/18) */ Hello *******, Thank you for your feedback! We take great pride in the tens of thousands of satisfied tenants that we have worked with here in the Twin Cities and we are sorry that we cannot currently include you in that list. We will work towards winning your business at every given opportunity. Hopefully I can clarify some of the responsibilities inherent in your Lease so that you can understand the process that took place around your conflict. All terms in your lease were dictated by yourself and the homeowner. Any changes to those terms would have to be agreed to in writing before a change could be made in any scenario. Your agreement was executed in accordance with the MN Statutes that govern these transactions and the handling of your deposit. If you feel that your rights were violated in this process there are very specific resources available to you to formally address this claim. Please don't hesitate to use them. We understand that the process of dealing with a Landlord over a deposit conflict can be very frustrating and time consuming. Please feel free to reach out if we can provide clarity or if you feel that there are some records that you need for reference. We appreciate your business. Kind Regards. Initial Consumer Rebuttal /* (3000, 8, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with this response but chose to not waste anymore time dealing with this organization. Change requests to the lease were requested and I was advised they would be made but I had to sign in order to move forward. Your leasing agents are shady and your business does not care about anything other than your own bottom line. My business with you is complete. Final Business Response /* (4000, 10, 2015/11/23) */ Hello *******, Thank you for your prompt response. I can understand that you are not happy with the strict processes that govern Minnesota Real Estate transactions however all parties must operate within these same guidelines to keep things fair. It is a requirement, not an option. We appreciate your business and look forward to winning it back someday. Please reach out we can be of service. Kind Regards.

11/10/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I am unhappy with Renter's Warehouse rent collection process for one unit in a duplex that I own, as well as their lack on communication on the matter I hired Renter's Warehouse (RW) to place tenants and manage one unit of a duplex I own. The lease and contract started in May of this year. I was notified by phone in August that there had been a domestic violence issue at the unit, and according to MN law, it would mean an automatic eviction at the end of the month. As a result of the violence, one of the renters moved out prior to the eviction date (I'm not sure when), but one remained through August. The problems began when on September 19th I received a call from an agent at RW (Jake *******) stating that the renters had paid the rent using a Visa card back in June or July (I'm not really clear on the month - I was told June during one conversation and July another time) and they were having Visa do a charge-back on the rent payment. My issues with RW are for the following reasons: I was not notified that a charge-back had occurred, supposedly back in June or July. They should have started the eviction process then instead of letting them stay on in the hopes of collecting any future rent as well as the recalled payment. RW stated that they had been disputing Visa on the matter for a couple months and just found out in mid-Sept that Visa would honor their customer's request. Call me crazy, but if a renter performs a charge-back on a rent payment, one can only assume they won't be paying any future rent either. Butt luckily, the tenant who stayed in the unit did pay the rent for the subsequent month(s). So, I don't feel that RW didn't act in my best interest when they tried to dispute the charge (without notifying me) when they should have just collected the money from the one guy who still lived there. RW made a poor decision by taking a gamble with my rental income in what would most likely result in granting the charge-back to the Visa customer. According to RW's process, detailed in a document that accompanied the materials I received when I signed on with them, the landlord is to be notified by RW if the rent is not paid 15 days after the first of the month. Because a charge-back happens immediately by the credit card company, and the funds are not reinstated unless the merchant demonstrates that the consumer (renter in this case) is proven to be wrong, this would fall under the being notified date of 15-days. It would also make sense that they should notify the landlord in the case of a charge-back. It seems the most reasonable thing to do would have been to ask for the back month's rent from the renter who remained in the unit because he was cooperating and paying subsequent months rent. Had RW informed me and asked what I wished to do I would have told them to grant the charge-back (don't bother trying to fight Visa because you will lose, and there is a victim of violence involved) and try to negotiate with the remaining renter while he's still occupying the unit. Now it's too late to do this because he vacated the duplex at the end of August, prior to me being made aware, in mid-September, of any of this happening. They exercised poor judgment and didn't act in my best interest in trying to collect the rent for the missing month. In my view, they passed along the cost of their mistake to me by using the forfeited deposit money in order to cover the debit in my account that was created by the charge-back; therefore, I am out $999. In addition, I had asked Jake (on the phone, not in writing) to send me info to prove this charge-back had occurred but I never received anything, so they have not proven to me that this occurred. I would like to see documentation, with dates as well as records of the dispute with Visa. At one point, Jake gave me the email address of his supervisor, Aaron ******, to whom I sent three emails regarding this matter but I never heard back from him.

Desired Settlement: I would like RW to cover the cost of their mistake in not collecting rent from the remaining tenant by crediting my account $999.00.

Business Response: Initial Business Response /* (1000, 5, 2015/11/09) */ Hello *********, Thank you for the feedback. I can understand your frustration with the credit card chargeback. Unfortunately your description of the communication timeline is not accurate. To clarify, Visa did not contact Renters Warehouse until September 19th regarding their decision to chargeback the rent payment. You were immediately notified of this by our team. There was never any attempt to "fight" Visa for the charge. We cannot change how Visa chooses to address consumer purchase discrepancies. Please follow up with Visa if you would like their policies to change. I will have an email sent to you with the copy of the chargeback and contact information for Visa if you would like to follow up. Please feel free to reach out with questions. Kind Regards. Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) According to your employee whom I talked to on the phone, the charge-back had occurred a couple months prior and that RW had been in dispute with Visa. I don't know why your employee would fabricate such a story if it really wasn't the case. It seems odd that he would lie about something like that when he could have easily just said the payment had been charged back in Sept -- end of story. What would his motive be to make something up? It makes no sense.

10/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Incomplete move-out inspection As part of our property management agreement with Renters Warehouse, they completed a move-out inspection following the exit of our tenants on September 28th, 2015. The summary of the inspection was returned to us with no significant damage noted. Because we currently live out of state, a friend entered the property to let the new tenants into the house when he noted over $270 in obvious damage to the house, including an approximate 6x3" hole in the dining room, and significant damage to 3 wood window sills in 2 separate rooms. I contacted Jacob ****, a lead inspections coordinator, to let him know of the damage missed by Renters Warehouse during their inspection. He agreed that the damage should have been identified by Renters Warehouse, suggested a reimbursement of 1-2 months of management fees because of the failed inspection, and told me Bill ****, Director of Customer Service, would contact me within a few days to resolve the situation. I never heard back from either Jacob or Bill after multiple attempts to contact both via phone and email over a 2-week period. I was eventually contacted by Alex ****, Manager of Customer Experience, and we spoke on October 19th. When I explained the situation he suggested that 1-2 months fees was too much to make up for the failed inspection, and that Renters Warehouse inability to identify the damage during their inspection amounted to "human error"; this despite a previous email exchange in which he stated "I can see very obvious damage in the pictures you provided and it is quite alarming to think that we would have missed that". It has now been one week since my last exchange with Alex ****, and 6 days since I asked the Executive Assistant, Jennifer ********, to forward an email outlining my concerns with photos of the damage to the CEO and founder, and have not heard back from anyone in attempts to resolve the situation. This last incident was just one of many we dealt with during our 2 years working with Renters Warehouse-- the locks were changed on our property without our knowledge, and the exterior of our home sustained over $1700 in damage while under Renters Warehouse management. In general, the company has been careless and irresponsible with our home despite our monthly payments for their services, including the move-out inspection that was not completed. Because we had to rely on an outside party to notify us of the damage sustained to our home but paid Renters Warehouse for this service, we are seeking reimbursement of 1-2 months of management fees as originally suggested by Jacob ****. Had we relied on Renters Warehouse inspection report, hundreds of dollars in damages would have gone unnoticed, and would have become our responsibility instead of the tenants' responsibility.

Desired Settlement: Reimbursement of 1-2 months fees ($80-160) paid to Renters Warehouse in exchange for property management.

Business Response: Initial Business Response /* (1000, 6, 2015/10/28) */ Hello *****, Thank you for your feedback. We appreciate your business over the last several years and would like to help you address the damage that was left behind by your tenant. We have indeed had a hard time reaching each other and I appreciate your patience. There has been a latency involved in the process naturally as I have taken time to interview all of the parties involved as well as reconcile the account ledger. After some investigation several facts have been made very clear. - The tenants had deliberately placed bookshelves in front of the damaged wall and successfully hidden the poor patch job. This was not missed, it was hidden. Tenants belongings are not moved during an inspection. This Inspections Agent followed proper protocol. This was a deliberate attempt by the tenant to hide damage and it was executed successfully. - You were able to charge the tenants accordingly for the damage and it is reflected in their disposition. To our knowledge you have accurately charged ALL damage to the tenant in the proper time frame. There were not charges "left unaddressed" or "missed" by Renters Warehouse in this process. - The exterior of the home sustained overgrown weeds and lawn negligence. There was no physical property damage reported. There was severe lawn care neglect reported to you as soon as it was made known to us. The tenants failed to comply after numerous requests. We properly advised you that you had the right to charge the tenants and keep the deposit. There was however no act of Renters Warehouse that would have caused or allowed this "damage" to your yard. The bottom line is that you had an irresponsible tenant that failed to execute the responsibilities set forth in the Lease that they signed. It has cost you time and frustration. We understand that and would love to help fix the experience. Please take a second to reach out to me when you get time. I will call you again this afternoon in an attempt to connect. Kind Regards. Initial Consumer Rebuttal /* (2000, 8, 2015/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) 1. The latency in the process does not explain why I left multiple voicemails and emails for several Renters Warehouse employees, including the CEO and Founder, and only heard back from someone nearly a month after my initial complaint. A phone call to update me of the process would have been great. From my perspective, Renters Warehouse was avoiding contact. 2. The tenant did not attempt to patch the hole in the dining room wall, and the bookshelf you mentioned was approximately 1x2ft tall, made of plywood, and sitting against the wall in an otherwise completely empty room (the tenants had already vacated the property). 3. I was able to charge the tenant for the damage to the window sills you did not mention here ($270); however, as noted by a rep at Renters Warehouse, there is a great likelihood that we will never receive payment for those damages as they exceed the tenant's security deposit, which is being used in its entirety to cover lawn damages. 3. Renters Warehouse NEVER reported severe lawn neglect to us. Rather, a friend drove by our home, saw the yard in complete disrepair, sent me photos, and I then reported it to Renters Warehouse myself. 4. Yes, we had an irresponsible tenant, but after the move-out inspection that did indeed fail to identify significant damage to our home as acknowledged by you on the phone yesterday (window sills), we feel Renters Warehouse was also irresponsible in their management of our property. As I said earlier, if we relied on Renters Warehouse inspection report and did not have a third party notify us of the damage, we would not have been able to bill the tenants, and would have been stuck with a $270 bill ourselves. 5. I appreciate the phone call from you yesterday, and thank you for the reimbursement of 2 months of management fees for the failed move-out inspection. Had Renters Warehouse been more responsive to my repeated emails and voicemails, this issue would never have had to be reported to the Better Business Bureau.

10/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Renters Warehouse lacked communication during the leasing process, customers service and complaint process resulting in a very bad experience. Pacific Growth LLC is owned by Matt and Tony ***** (brothers) On 8/13/15 Matt ***** contacted Mitch ****** of Renters Warehouse to hire them to rent our condo in St Louis Park (*******************************, SLP, MN 55426). We have owned 2 condos in our LLC for collectively 18 years and always have done the rental process ourselves. This time, due to time constraints in our personal lives, we decided to hire it out. We informed Mitch, this unit was in an LLC. We had previously marketed the unit on Craigslist as well, and continued to keep that on the market to drive any traffic or interest. We signed with Renters Warehouse and agreed to a 1 months rent fee. On 8/21, we got an inquiry directly from our craigslist ad. Tony ***** directly forwarded this to Mitch at Renters Warehouse to please manage. This was a Friday and they wanted to see the unit the following day. Mitch corresponded 1-2 times directly, immediately, however, after that, when they wanted to see the place on Saturday and asking for a time, Mitch went dark. They called and left him a VM and emails. I was copied on this emails as well. They were communicating with me, not sure why they weren't getting a responsive from Mitch. I couldn't understand either. Weekend #1, gone. They then wanted to see the place on Wednesday night, which they were able to arrange. As of Tuesday afternoon, Mitch had yet to still communicate with my current tenant, that there was a showing the following night. I had to do this, along with forcing mitch to contact him and inform him and ensure the unit was open for showing. The prospective tenants saw the unit and wanted it. They had some questions, but no response from Mitch. I didn't hear anything from Mitch either, weekend #2 gone. The following week, mitch said, they were sending in the application and we did get the details on that with the background checks. I confirmed over and over with mitch about the addendums required for the condo association, which he needed to be sent these items 2 times, forgot they needed to be signed and then had to have the prospective tenants sign them separately from the lease, clearly he forgot once again. I contacted the tenants to find out if they liked the unit, since we weren't getting more details from Mitch. They said yes, but were signing anything until they could get answers to their questions. I asked what questions they had and solved them directly, but getting the answers from the condo association management company and answering another one directly. During this process, Mitch informed us, they he had recently placed 2 or 3 people in the building within the last few months. I find that surprising that he didn't recall all necessary steps. We finally get the lease signed on a Friday night, so Mitch says. Another entire weekend goes by (Labor Day) and Mitch confirms he will send us the lease ASAP. Nothing. Wednesday morning, I call Mitch 9/9 to find out where the lease is, and he says, oh I have it, I sent it to you. Of course, we didn't get it. He didn't understand why I was upset, that after 5 days, we didn't have the lease. Another weekend gone. On Wednesday, he said to me, I don't understand why youre upset, it's only been 1 business day. I said, had I known you only work business days, I w2ouldnt have signed you up. when I confronted him about the unanswered questions, he said "I gave them answers, and by the way, what questions did they have"? Seem like an odd response? I said, if you answered the questions Mitch, where did you get the answers? They found the ad on criaglist list at $1700 monthly. Mitch marketed the place on their website for $1695. When I asked mitch about the $1700, he said, they will pay the $1700. After 4 changes to the lease for misspelling of names, the tenants and myself agreed to leave the lease as-is.

Desired Settlement: The prospective tenants were also frustrated with Mitch and indicated they never were shown the building amenities, the designated parking spaces, etc. After such disgust, I felt I needed to voice my opinion. I contacted Mr Bill ****, the Director of Customer Service on 9/9/15 via email and voicemail at night time to speak the following day. We spoke after I chased him and hed said, "I am walking into a meeting with Mitch's boss and will call you within 1 hour". Over a month later, I still have not spoken again to Bill ****. I have called Bill and leave voicemails, emails and also contacted the Controller of the company, Emily ***, who ensure someone would get in touch. Nope. I continued to persue Bill, assuming he was the correct person. Finally, I sent an email and voicemail saying, Bill, this should be cut and dry, I found the tenant, they were unhappy with Mitch, I was unhappy with Mitch, the fee was off, no responses, gone for weekends, didnt showing the whole building offerings, lease had errors many times, barely in enough time contacted the current tenant for the showing, etc. I want a full refund. THEN, he informs me, I cant do that and you need to speak to his manager, Mitch *******. After this experience, I am very unhappy on not only the poor agent management of the agreement, but also, the poor customer service, complaint process and flat out lying by the manager. Not only this, but the Director of Customer Service, Bill ****, didn't even have a strong response to me, other than, he would get back to me. Not very customer service focused if you ask me. I contacted Mitch *******, via email and voicemail on Thursday, Oct 1. His response: this is the first I've heard of this. After explaining to him about my frustrations, he offers me a 1/2 refund. He felt that since "they found the tenant" showed the unit and encouraged the tenants to sign within an excellent time frame, with excellent credit scores, Renters Warehouse is entitled to 1/2 of the fee. I told him, I was not happy and wanted the full refund. He told me, that he would need time to investigate and speak to Mitch ****** and get back to me by end of the day, Friday. I agreed. He called me EOD Friday to ask for more time. His message promised to contact me by EOD Monday. Tuesday at 12p, I contacted him asking for an update. He called me back and offered me, what he thought was an excellent offer of $5 per month for the error in the lease price to payment from the tenants, but since Mitch said they would definitely stay 2 years, offer to multiply the $5 x 24 months. He said, that he spoke to the agent, Mitch, who admitted he wasn't available much, did make errors and did not perform his best on this transaction. (I have never heard anyone talk about a lease extension or 24 months lease, by the way) So, Tony responded to Mitch *******, the manager, by asking why on Thursday did you offer me 1/2 my deposit ($850) and now offering me $120? He said, "I didn't offer you 1/2 of your money last week! I said, you didn't? Then, why did you need the time to further investigate?" I refused his $120 refund and said that I would take another course of action. After all this, I feel that Renters Warehouse should refund my entire amount of $1700! All phone records and emails are saved and traceable if desired to show and emphasis the amount of work, lack of communication and constant chasing we had to do, to get Mitch and his managers to effective lease the unit and then follow-up after requesting a refund. I would guess, that I contacted someone at least daily or every other day to get in touch to get a resolution. After 18 years of collective "renting/landlording"c 2units, this was the MOST work, I have had to perform, EVER. And by hiring a firm, whose sole responsibility it was, to alleviate any work from us, except just signing a fully executed lease, this was not even close to the case.

Business Response: Initial Business Response /* (1000, 6, 2015/10/15) */ Hello ****, Thank your feedback.I understand that you have had a frustrating experience with a Leasing Agent that has driven you to request a refund. We have spoken numerous times regarding this matter. Although I am not capable of providing you a refund, it is not accurate or honest to say that I have left you in the dark or failed to communicate the proper dispute process to you. I understand that you are unsatisfied with the options provided to you by Mitch however you willingly signed and executed a Tenant Placement agreement. You agreed to the terms and conditions of this agreement, which include a commission due to the Leasing Agent once a tenant signed a completed lease. The agreement is very clear in relation to the fees, and responsibilities of all the parties involved. I am sorry that you have felt like you were having communication issue with your leasing team and would love to make it up to you if you let us. Again, thank you for your business. Please feel free to reach out if I can be of assistance. Kind Regards. Initial Consumer Rebuttal /* (3000, 8, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer of $120 does not make sense. The Customer Service Director, who responded, says there was not more than a few days in between calls for telephone tag. I would argue and offer my phone/email records, nonetheless, if the answer was to discuss with the agents manager, why did it take Mr **** almost 30 days to bring the manager into the discussion? Lastly, the manager offered me 1/2 refund over the phone and than changed his mind to $120. Seem odd? I think so. I am dissatisfied and find their business practices to be terrible. I had heard of similar issues from neighbors in my building, but was hoping for a better outcome, i am sorry now.

10/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lost key, poor customer service, never took the proper time to rent my home. My house was on the market for 10 weeks and never was rented out. When I expressed concerns to the customer service again, (who I called serveral times before getting a hold of someone.) said- "well your agent has been way to busy this month to get your home rented." I decided then to cancel with Renter Warehosue and sell it my home I asked for my key back. They harassed my by phone and e-mail not to cancel with them and give them more time to rent it out. They eventually mailed me an envelop with nothing inside... Not even my key!

Desired Settlement: Written apology and my key back.

Business Response: Initial Business Response /* (1000, 8, 2015/09/30) */ Hello ******, Thank you for your feedback. I have requested that the leasing Agent responsible for this interaction write you a letter and personally apologize for your experience. ALthough you have already received this letter, I have attached it below. Please feel free to reach out if I can be of assistance. We appreciate your business and apologize for the less than satisfactory experience. Kind Regards. ** Attached Letter ** ***, greetings, It's Gabe from Renters Warehouse writing. I want to SINCERELY apologize on behalf of myself and the entire group at Renters Warehouse for any negative dealing you've had with our company. I had perfectly NO idea you were this dissatisfied with the service. There are a few areas where I truly believe I fell down: 1) I should haver not have priced your townhouse as aggressively as I initially had. There's a lot of competition during that particular time of year, and perhaps I was over-confident in believing I could maximize your ROI at $1995 to start. 2) I could well have sent your key in better secured package with tracking. While would've never believed it would've arrived in such a state, a manilla envelope or FedEx document might've been more appropriate to avoid that occurrence. 3) Thirdly, I should've been in closer contact with you by phone instead of email so I could've better gauged your negative customer experience. I want you to know that I was SINCERE, however, in advising that you should stick with the tenant we found out of true concern that you might've had a similar experience in poor market time selling your home. Meeting your best real estate needs was my sole concern for you as my client. I for one was EXTREMELY relieved that you sold your home in the span of time that you did and LESS disappointed that we lost the sale as a result. I just today received word that you were needing to rekey your home. The VERY least I could do is offer to pay for this service personally to help rectify your poor customer experience. If you've done this already, please remit any receipts to my email herewith and I will reimburse them. If you've not already gone ahead with the re-key, Renters Warehouse can provide someone to take care of this at our own expense; just let us know. Had I gleaned a better sense of your dissatisfaction during the rental marketing process, I would've most certainly tried to address the issue MUCH sooner. Again, I wish you the best of all luck in your endeavors, and congratulations on successfully placing you home for sale. Please do reach out to any of us in the meantime, and AGAIN, my sincere apologies that we could not find a tenant for you sooner than we did. It was nice meeting your wife and you, ***, and I truly do wish you all the best! Please let me know how I can help on the re-key, we are so sorry with any negative customer experience you may have had dealing with us. Respectfully yours,

9/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to reply to multiple messages as well as failure to show up for a scheduled move out inspection. I had a contract with Renter's Warehouse to manage my property beginning last September. The problems began when I decided not to renew my lease with my current renters. I advised Renters Warehouse of this and they sent appropriate notices. As part of their service, they are to provide a move out inspection. My renters were scheduled to move out August 31st. After leaving several voicemails and sending several e-mails for the leasing agent over the course of this month and never getting a response I finally called and spoke with a live person. After telling me that I just needed to trust the process she put me on hold to verify something. When she came back on the line she told me my leasing agent didn't work there anymore and somehow I had fallen through the cracks. She then put me through to inspections. This is now less than one week before scheduled move out. I heard nothing for days after leaving a message. Finally, last Friday, August 28th I received an e-mail advising that the move out inspection was scheduled for Monday, August 31st at 11:00 a.m. By Monday evening I had not heard anything about how it went. Today I texted my renters and asked them if they had left keys, garage door openers, etc with the individual from Renters Warehouse. Her reply was that they never showed up. I called the inspections department and left a message again and still have heard nothing. Since they did not hold up their end of the contract and no one has had the courtesy to contact me after several messages I would assume that some sort of refund is in order. I had to have a friend go over and inspect the property as well as pick up the keys.

Desired Settlement: I am not sure what the value is for all of my time and effort making phone calls, sending e-mails and trying to get a response from Renter's Warehouse. I'm also not sure of the value of an inspection or of the time my friends had to take going over to my property and inspecting it themselves. However, I am willing to entertain an offer.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ Hello *****, I am sorry that you have had such a unique experience. I will have our Inspections co-coordinator reach out to you to gather more information on how this was possible. Thank you for your patience and your business. Kind Regards. Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with this response because I waited for two days and no one called me. I finally called someone in accounting who actually answered his phone and then transferred me to the inspections department. This person claims that someone was there to do the inspection but could not get in because the keys had been transferred to the Wisconsin office. If that was the case, I asked him, why did no one contact me and tell me that they could not get in or that the inspection hadn't been done for that reason or that they would re-schedule. He didn't have an answer for any of those questions. My renter still claims she was there all day and that the doors were open. I stressed that by law the renters are entitled to their safety deposit or an explanation within 21 days. He assured me that it would get done and after two requests, sent e-mail confirmation that the re-scheduled inspection would be today (the 14th of September)at 3pm. I had someone there to meet them and again...no one showed up. If they were there at a different time, I have yet to see proof of that and I would wonder why no one advised me of a change in schedule. I still don't have my keys returned nor do I have any video to show proof that they were actually there. Final Consumer Response /* (3000, 11, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I also have e-mails. On September 14th at 7:32pm, after not hearing anything about the inspection scheduled for that day, including not even being certain that it took place, I sent an e-mail to your lead inspector advising him that I had someone waiting there at the scheduled time and that no one was there. I asked him to send me the inspection results as well as the video link if they were there at a time other than what he had told me. I did not receive a response until September 15th when he advised me that they were there early. I'm not sure why no one reached out to tell me that. It seems if you make an appointment for a scheduled time you should show up at that scheduled time or advise your customer of the new time. So your condescending reply that my "recollection of events on the 14th of September are inaccurate" is inaccurate. Given your previous poor customer service, I would think that at this point you would be bending over backwards to resolve my issues and keep me informed. Again, it was I who had to reach out. After receiving his e-mail, I reached out to dispositions by calling them. In addition, your response does nothing to address my initial complaint or the fact that no one bothered to tell me that the original inspection scheduled on August 31st had not been completed nor had anyone followed up with me to reschedule. Your lead inspector could not explain that. So it is only because I have been proactive and made numerous follow-up phone calls and sent e-mails that any of this has been taken care of. In the meantime, I had someone else do an inspection as I could not count on a response from your company. Some work has already been done and the rest is in process. I will have my new management company forward that information to your disposition team. Your poor customer service is disappointing, your condescending response is more disappointing but your complete and total lack of interest in trying to right a wrong for a customer is probably the most disappointing. Final Business Response /* (4000, 9, 2015/09/16) */ Hello *****, Unfortunately your recollection of events on the 14th of September are inaccurate. I have email conversations from you acknowledging that your inspection has been complete and you have possession of the inspection videos. As our Lead Inspector told you, your disposition needs to be complete before the 21st of the month. As you know the dispositions team has your file and inspection records and will have this process complete in plenty of time. We appreciate your business. Please contact me if you have any questions. Kind Regards.

7/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Renters Warehouse markets an insurance program that they marketed as "Tenant Damage Insurance". Very little, if any tenant caused damage is covered. Renters Warehouse marketed what was referred to as "Tenant Damage Insurance" while I owned rental property at *******************, Chisago City, MN. During the lease of a recent tenant, damages of approximately $7,000 were caused by the tenant. When I asked Renters Warehouse about coverage of the damage, I was told none of the damage caused by the recent tenant was covered. I had been paying $20 a month for the past 3 years, with the mistaken belief that at least some or all of the tenant caused damage would have been covered by this policy. I believe Renters Warehouse blatantly misrepresents this insurance plan, providing property owners with a false sense of security in believing their properties would be covered by tenant caused damages. I was under the false impression that much of the damage caused by my recent tenant would be covered, when in fact it wasn't. I had damages to a new garage door, damages to hardwood flooring, damages to window treatments, damages/loss to (or blatant disposal) of closet doors, damages to a built-in entertainment center, ceiling damage by the tenant not using exhaust fan while showering, holes in walls, dents in doors that were installed new while tenant occupied the home, etc. But was told none of this damage was covered by my "Tenant Damage Insurance"

Desired Settlement: A refund of the amount I had paid them over the last 3 years for insurance that was misrepresented.

Business Response: Initial Business Response /* (1000, 5, 2015/07/20) */ Hello *****, Thank you for reaching out with your feedback. I can understand that you have had a recent tenant experience that has left you covering damages that were unplanned. The coverage that you paid for very clearly states that you are covered for: "Accidental tenant damage caused by water, fire, smoke, explosion, falling objects, riots, civil commotion or sewer/drain/pump backup." Unfortunately the damages that you experienced in your home were not due to a "Tenant Accident" of any kind. None of the items reported would have fallen into any of the coverage categories These incidents were due to tenant wear and tear, intentional destruction, and misuse of the property. You have been a great client for many years, and we would love to help you find a resolution for your current situation. We cannot, however make an insurance company cover a claim that does not fit the policy. Please reach out when you get a moment to see if there is a way that we can help you move forward. Thank you for your business and your feedback. Kind Regards.

6/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have not received my promised refund and it has been a month. I applied to rent a home on June 3rd and did not hear anything from the employees till I saw the house was no longer available on their website. I then continued to call them and found out the owner decided to give the house to a friend. I was upset that I had to reach out to them and they did not notify me. I was then promised a refund of my $45 and have not seen it yet. It has been a month now since they promised it. I am upset that I have to be the one that is continuously checking in with them and they are not getting things done that they promised. I would not recommend their business to others.

Desired Settlement: I would like to see them take the initiative and give me my $45 refund.

Business Response: Initial Business Response /* (1000, 5, 2015/06/05) */ Hello *******, I am sorry that you have not received a refund from the background check company. Sometimes they can take a longer then expected to process the refund. We have no control over the latency in that process. Many times the data that was submitted by the perspective tenants is inaccurate and can cause a latency in processing. Obviously I cannot force another company to expedite their processes, however if all of the data is accurate we will help get this resolved for you in a time frame that is acceptable. Please take time to reach out to me directly and I will help expedite this process. Kind Regards.

6/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Was advised we had a credit with this company on the application fee. They will not honor a refund. On December 3rd 2014 myself and another applicant viewed a home for rent through the company renters warehouse. We applied for the listed home on Dec 5th. On Dec 6th we were told the owner was looking at all the applications and would make a decision soon. A couple days later we were advised we were not picked but ". You can however use your applications for any property at www.renterswarehouse.com and if its with another agent just let them know you have already applied and it can be transferred over, thank you. " We noticed some discrepancies on the report and disputed them with the company and they were later removed and updated with the company renters warehouse. The last few months we had another appointment to view a property with renters warehouse and the agent never showed. She later expressed her apologies. At this point I wanted nothing to do with this company. I asked for my application fees to be refunded instead of having a credit with the company and then I started to get the run around about the refund. I have sent several messages to customer services asking for the refund and they have went unanswered.This company accepted several applications for this home and choose the one they wanted. They need to refund the fees to us.

Desired Settlement: please refund the application fee of $90.00

Business Response: Initial Business Response /* (1000, 5, 2015/06/08) */ Hello **********, I am sorry that you were not selected by this homeowner for the property that you wanted. I can understand that it would be frustrating. I assure you that the Owner has the right to choose the applicant that they believe is the best fit. This decision has nothing to do with Renters Warehouse. As for your application fees being refunded, if your information in not accurate on our original refund then the background check company will not refund the fees. Please contact me directly to validate your information and we can help facilitate this process. Kind Regards. Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue has not been addressed. The response that was given made no sense at all I'm asking for a refund based on the representative stating we had a credit with your company, not based on the inaccuracies of the background check. Please review this correctly before responding. This person asked for me to contact them, how, where, who are they my emails have gone unanswered to this company for the past 2 weeks. Final Consumer Response /* (3000, 11, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not confused, frustrated of course. I am going to attempt to explain this once again. I applied for a property and was denied. That's not being disputed. (yes information was later updated to reflect an accurate report)The agent I worked with named **** sent an email after the I was denied and stated " You can however use your applications for any property at www.renterswarehouse.com and if its with another agent just let them know you have already applied and it can be transferred over, thank you. " Your company was aware that more than one application was taken out on the property and then allowed the owner to pick the one they wanted. This is all understood. **** stated that because someone else was picked we can use the application fee as a credit for another property. Well I do not wish to use it as a credit on another property I am requesting a refund. This issue has absolutely nothing to do with the background check company. This is an issue with renters warehouse. I applied for a property at ****************** Brooklyn park and I was denied, another applicant was chosen. You collected application fees and other applicants. You should have not allowed for several individuals to apply for the same property. Obviously everyone was not going to get picked. Someone had to be denied. I hope I have explained this situation for you to have a better understanding of what and why I am requesting a refund. You are stating to contact you but do you realize that no contact information is being provided. You wrote: Please take a moment and provide the requested information so that we may assist you in receiving a refund from that company. WHAT INFORMATION? You have requested nothing? You also wrote: The information that you were asked for was in reference to the property that you applied for.(you haven't asked for anything) The background check company needs to know what property that you applied for. (why? this has nothing to do with them)If that data is wrong the refund will not take place.(if its wrong? meaning what?) This statement from you is confusing and hard to make sense out of. Your first response was:As for your application fees being refunded, if your information in not accurate on our original refund then the background check company will not refund the fees. (In not accurate?) Please explain this statement. Please contact me directly to validate your information and we can help facilitate this process. Kind Regards. Name contact info?????? Perhaps you should review your responses to know that your contact information is not being displayed and neither are your questions if you are writing any. Final Business Response /* (4000, 13, 2015/06/12) */ Hello **********, I do not wish to confuse you or frustrate you anymore. I will cover a couple basics. The owner has the right to review multiple applications. Period. I am sorry that based upon something in your credit history or background check you were not chosen as the ideal candidate. The owner has the right to make those decisions. The company that processes your refund wants more information from you. Please call me directly so that I can help you get a refund from the background check company. **** ************

4/9/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Renters Warehouse never gave back the key to our rental property after we we canceled our contract with them. Renters Warehouse never gave back the key to our rental property. We contracted Renters Warehouse to find a renter for a rental property. They advertised it for about two months but were not able to find a renter. That was too long of a time on the market; so we decided to cancel the contract - which they did promptly. Our hope was to shake hands and move on at this point. However, we have been trying to receive our key back since Feb 12th, 2015 (the date we canceled the contract) with no success. We've sent numerous communications (emails and voice mails) to their staff including their Senior Director of Leasing. We finally got one response a month later claiming the key was mailed. Of course we never received the key otherwise we wouldn't be contacting them. We asked to what address the key was mailed, again no response and it has been two weeks now. We made a lot of genuine effort to work with them and resolve this very simple matter but it has been extremely difficult to get any response from any one in their office. We've spent a lot of time trying to resolve this with RW with no progress. It is at this point that we decided to file a complaint with BBB.

Desired Settlement: Give us our key back. If the key is lost, provide funds for replacing two locks on the property.

Business Response: Initial Business Response /* (1000, 5, 2015/04/02) */ Hello ******, I appreciate your feedback regarding communication. Our records show that we have had very detailed communication with you regarding this issue, and have responded to your requests every time that one was received. I have spoken with you personally several times regarding this process. We try very hard to provide everyone with the answers they want to hear, however as you know it is not always possible. In this situation, you requested a key to be put in the mail. Once any property is in the mail we have no control over it's arrival at it's intended destination. That complaint would need to be filed with the Post Office. No one wins when the Post Office loses something. We would like to help you find a reasonable solution as the Post Office provides no support for these problems. Please feel free to contact me directly if you would like work together on this. Please contact me on the number that we spoke on before. Kind Regards. **** Director of Customer Service (952)********

1/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Renters Warehouse mishandled a damage deposit and did not finish repairs from tenant damage. They left me to pay for it, returning the damage deposit. I hired Renters Warehouse to help me manage my rental property because I have never been a landlord and I was hoping they could help me with the process. It took them 3 months to find tenants for my town house. The tenants did a lot of damage to my property. I was hoping their damage deposit would fix the damages. Renters Warehouse sent out someone to fix the damages and I bought supplies that I was to be reimbursed for, and I am still waiting for them to do that. They did not finish the repairs and returned the damage deposit to the tenants and left me to pay for the rest of the repairs. Mean while they were trying to re-rent the place for me but said there was a delay because I didn't get the place ready in a timely fashion. I was waiting for them to start repairs, I was not aware that it was my responsibility to fix the place as I hired them to ready it and use the damage deposit to do that. I had to make many phone calls to follow up to make sure that they were doing what I paid them for. The only time things got done was when I called to ask or complain about it.

Desired Settlement: I would like for them to fix my property and refund me for wasted time and loss of rent due to their negligence. However, I would most like to see that they are exposed for their lack of professionalism and creditability.

Business Response: Initial Business Response /* (1000, 8, 2014/12/29) */ The customer and I have reached an agreement. The customer will close the case as agreed. The consumer was refunded for the cost of the microwave.

1/6/2015 Delivery Issues | Read Complaint Details
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Complaint: I was promised my pet deposit would be refunded, I have documentation proving so. I rented a town home from ***********, renters warehouse rep. My lease began September 21, 2014. I rented it for 1350.00 per month with a 400.00 refundable pet deposit. *********** called the day before move in to tell me the property would not be ready due to it being unclean. When inquiring about the home the month previous, I was told it would be ready in 1 weeks time. This was disheartening as I had to vacate my current rental, had movers a truck paid for as well as requesting said time off work to move. Mr. ***** was very unprofessional and video taped me during the walk through of the home. he knew I was upset and asked if we could "Hug" at the end of the ordeal. I met with the owners of the property for some maintenance issues and discovered many indiscrepencies as to what I was promised and what had been relayed to the owners. We tried to remedy the situation with many associates at RW. I could never get a phone call back, only via email and never got a direct answer. Despite all of this we ended our contract with RW. I did not receive my pet deposit and am out $400.00. I have emails and texts from Simon assuring me it was refundable. ************* senior director of leasing was informed of the situation as well as *************, director of customer service. neither of these two offered any remedy to the situation, no apology for the behavior of their associate and a loss of my money for no reason.

Desired Settlement: $400.00

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ This is an issue between the owner and the tenant. Renters Warehouse has no authority over money collected as a deposit. Deposit funds are returned at the sole discretion of the owner per the terms of the lease agreement. Upon request, I can provide a copy of your lease agreement where this is detailed. Initial Consumer Rebuttal /* (3000, 7, 2014/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The whole problem stems from your associate ***********. I have documentation from him assuring my deposit is refundable. I am out $400.00 for nothing. This associate is conducting unethical business. I do not want future or potential customers or clients to endure what I have endured over the past several months. I want my money refunded that was paid to RW as well as resolution as to how business is conducted. If my deposit of tent came from RW, why then would my pet deposit not be returned? Final Business Response /* (4000, 9, 2015/01/05) */ The deposit and pet deposit are held by the homeowner that you rent from. The owner does have the deposit and the pet deposit that you paid to them. The desired resolution cannot be met for that reason. This complaint should be closed as the deposit cannot be returned. Any mistakes made by the agent have been addressed with the homeowner. Should the homeowner wish to return the 400.00 the options is theirs to do so. An apology for any mistakes made by the agent has been already been provided.

12/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We had extremely poor service. I was harassed in my home by our signing agent. We never had returned phone calls and we always got their voicemail. I could attach all emails from the beginning of this mess. Our agent *********** did not advertise my home when I asked him to, his advertisement was late, he left key items that were paid by us out of the description of what the home included, he had the Available date for posession a month too early in the listing. We said NO pets, he told our tenant and her father that pets were allowed. He asked us to lower our $400 Non-refundable deposit and we agreed to drop it for her. ***** charged her for it, and now she is fighting to get something back that they promised to her although ***** wrote the lease wrong and she didn't catch the mistake. He didn't get the key when he said he would to show our home. He did NOT answer several emails when I asked for help and asked for a list of what needed to be done. He did not contact me until the DAY before our tenant moved in and came to the vacant townhouse and then gave me a LIST of things that. I sent him an email back that said I expected better out of him and going forward I don't want to be disappointed. I was at the rental home and ***** showed up uninvited and unannounced, belittled me, mocked me, insulted me, called the garbage outside my home ghetto. He did not pay ANY attention to my emails or our calls until the DAY before move-in. He LIED to me that the tenant thought our house was awful, I have all the pictures of it the day of move-in, all but some glitter on the storage closet floor, it was immaculate!He pumped her up from the get go and told her it wasn't ready. He told me she climbed on our our washer and dryer and was mad about the dust, she said she did not climb on any appliances. In the inspection video he tries to get the tenant to wave during it. After the video he tried to HUG her. He promised her the walls would be painted and then told us that she was going to to paint the walls, then he told us that we needed to knock money off of our rent OR give her a gift card to paint. Our tenant is so upset she wants out of all the contracts that involve this. I had to pay a month and a half rent as a fee for them placing her! When she wanted out we asked if they would place someone else for free like they GUARANTEE if under 6 months, they said no, we would have to pay the fee all over again. $2025 is a HEFTY fee for service we did not get. Our contract was for 2 YEARS and it lasted 2 months. I have contacted ***** and ****** both of whom don't do much. If that was my company ***** would have been fired and his paycheck would pay the fees of the two parties that lost them getting sucked into his LIES. I can provide all emails back and forth. Mostly us emailing *****, then resending them again saying DID YOU GET THIS? He never responded to anything and ALWAYS had an excuse about his family being why he was so busy. Not one apology out of ANYONE at this company. It is a huge scam and they are making money hand over fist. I TRUSTED them to work for me! To take care of me and as SOON as I signed my lease they all turned their backs on me. Not ONE person fights for the parties involved with this company. Not one manager steps up to make things right.

Desired Settlement: You can keep the $180 I paid for Property Management. I want the $100 administration fee back since no one can even ANSWER A PHONE or return a call around there! Not even the receptionist answers! I want a full refund of $2025.00 for all the hassle and negligence due on behalf of *********** and the other staff.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ A resolution has been reached. The customer has agreed to remove the complaint. I have agreed to return the admin fee of $100.00 as requested. T

12/22/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Hired movers for oct 1st and the apt was still occupied by other tenants at that date. Renters warehouse was aware night before and did not tell me. I had a lease agreement starting October 1st. Renters Warehouse screwed up the leases and the previous tenants had a lease though October 31st. I was told everything was worked out and that I was able to move in on October 1st. So I hired a moving company to move me. The evening and week before my move in the previous tenents informed renters warehouse that they did not have a place to move (since renters warehouse was illegaly kicking them out early due to their mess up) and renters wearhouse never informed me of this. I payed $240.00 to ********************* to move me into a apartment I was not able to move into. I would not have gotten movers if I wasn't planing on moving downtown. I was forced to move in with my boyfriend before i was ready to. He lived one block from my old apartment hence why i would not have gotten movers.

Desired Settlement: I would like my moving company expences payed in the full amount of 240.00.

Business Response: Initial Business Response /* (1000, 8, 2014/12/08) */ The lease that was to commence on October 1st never went into effect as the tenants that were to move out on 9/30 refused to leave. Renters Warehouse did not screw up on any lease documentation. One lease ended 09/30 and a new lease began 10/01, no mistake was made. The tenants that had a lease in effect until 09/30 had refused to move out. The tenants that stayed in the property without permission from the owner caused the new tenants problem. This lease was voided by the tenant on the 1st of October. Per the lease agreement the owner has up to 30 days to make the property available if the current occupants refuse to move out. The property was not able to be moved into for that reason. When talking to ****** I let her know that we would get the illegal occupants out and that she would not have to pay rent until that time. She was not charged rent and her deposit was given back by the owner in full. No transaction ever took place. The choice to not move in was made by Mrs. ***** not the owner.

12/16/2014 Delivery Issues | Read Complaint Details
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Complaint: Renters Warehouse broke our lease agreement and failed to return deposit. End of July I spoke on the phone with **********, we made verbal agreement that I could extend my lease from its original date of 9-30-14 to 10-31-14. He had me send him a confirmation email stating the 10-31 vacate date, he had then sent me a confirmation email dated for move out date of 10-31 along with a move out checklist.The beginning of September Renters Warehouse had a showing of our apartment, a new tenant was found and the following week(9-10) we were contacted my the rental agent, ****** at 7pm via text stating that she wanted to come over and take measurements the following day. I didn't get the text until the following morning and had a busy schedule and said that that won't work for us due to last minute and we would be happy to take any measurements she needed. ****** told us if we did not let her come take measurements that evening because it was a"24 hour notice" and"she is the new tenant" that if we did not let her he would get the keys and they would come in whenever they wanted. I was not okay with that so I told him she could stop over and take the measurements. Once she came over she mentioned her move in date of 10-01 & we informed her we had a lease extension until 10-31. The next day, 9-11 I called Renters Warehouse and Spoke with ************ and told him about the extension I made with ********** and the Condo owner himself (who **** okayed it with) and He told me we had to move out and I informed him of the paper work I had of the extension and was not going to move out and he said okay. The following week (third week of Sept.) ****** showed up at our Apt. door unexpectedly later in the evening and told us that if we do not move out by the end of the month (1 1/2 weeks) then we will be evicted, My boyfriend, *********** (Other person on our lease) disagreed with him and told we have until 10-31. I then was emailing ****** and had left a few voicemails asking him to return my call. We finally spoke on 9-30 right before he left the office at 5pm and he told me that my agreement doesn't matter and threatened to evict me again and was laughing at me on the phone.I then emailed him the paperwork I have and he said it didn't matter and that I need to leave or he will be "getting the court involved". I didn't want an eviction on my rental history so we packed up our entire apartment and started moving that evening and the following day. I then spoke to ***** 10-01 and the new tenant had backed out due to how unorganized and unprofessional Renters Warehouse is. ***** then asked if I would like to rent there one more month to 10-31. I told him no, we had already packed up and were moved out, I asked him what he wanted me to do with the keys and he said he would contact me the following week to figure something out. The next week he didn't contact me so I put them in the mail to send back to renters warehouse on 10-15 he left me a voicemail saying that he is processing my deposit but needs the keys before he can do so and that I never contacted him so if I don't contact him back they will be charging me for a locksmith as well. He also emailed me after the voicemail and said that I never gave back the keys and If I don't contact them by noon that day they would be charging me. I immediately emailed back and said that they were already in the mail and to contact me once they received them. 10-20 the keys were returned to me in the mail because I did not put enough postage on the envelope. I emailed them and set up a day that week to meet with ****** to return the keys. When returning the keys he yelled at ****** because ****** did not give him the parking pass we used in the Ramp next door to the building and threatned he was going to get the condo owner involved.(it is a separate contract under my name with a deposit under my name, so of course we returned the key to them to receive our deposit back). On 10-29 I still hadn't received my deposit and emailed *******Continuing my complaint in settlement section**

Desired Settlement: *** Continued Complaint** ***** forwarded me to ************* and he told me that I would not be receiving me any of my deposit back because "the new lease signed for the property never went through holding me accountable." They also said that the property went through more than normal wear and tear and the fridge had a large amount of mold growth and that I would need to pay for the fridge to be replaced. He also said I put gouges through out the walls and my balance will be exceeding my deposit amount. ( I cleaned the apt top to bottom. There were no "gouges" in any walls what so ever and if there was mold growth in the fridge it is because the move-out checklist they sent me states to turn the fridge down to its lowest setting) On 11-7-14 I received a letter in the mail saying that They will be keeping my entire deposit for the same reasons they listed in the email. The settlement I am seeking is to receive my deposit money back in full ($750.00) and $750.00 for the inconvenience of having to move last minute, taking off work to do so, and the emotional stress of everything they put us through and also the financial stress of trying to find a place to stay and store our belongings. They are very unorganized, rude, and Very unprofessional.

Business Response: Initial Business Response /* (1000, 8, 2014/12/04) */ I have attached a copy of the lease agreement showing that the lease expired 09/30/2014 The tenants ******** and ****** had discussed extending the lease with Mr. ***** but the discussion did not result in any lease extension agreement. The tenants cannot produce any information or documentation to disprove that. The lease ended September 30th and they did not move out or COMPLETE renegotiations for a new lease term. The assumption that the lease had been extended is unfortunate but it was made clear numerous times that a new agreement would need to be signed otherwise they were to move out of the owners property on the lease expiration date of 09/30/2014. I had a conversation with ******** the last week of September where I stated numerous times that there is a new tenant moving in on the 1st of October and that they were to move out on or before that date. ******** told me that she had put in an application for a new rental and did not yet have approval back from the property manager. I was very clear that we had another party set to move in and that she needed to vacate on or before October 1st. This complaint is not valid. The agent, Mr. ***** and myself were completely professional and helpful through this entire process. I want this taken down immediately as it is not true or accurate. I decline the desired resolution and ask that you remove the complaint. I will gladly give the tenants $750.00 if they can prove what I have just stated is false.

12/8/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: They give me an Unlawful Detainer without notifying me or the other tenant that lived in the house. We started seeing "mode" in our basement along with backed up poop (with corn which we don't eat) two/three months after we moved in. Plus we lost a couch,5 big rugs, a bed, numerous amounts of clothing due to the floods in the basement. We called the company they sent someone out but he had to come back three more times for the same issue. So the problem never got solved because the whole house needed "new pipes". I also couldn't sleep in the room upstairs because I always woke up out of breath, dry mouth and I always had headaches living in the house. I believed it was coming from the bathroom pipes that was leaking on the Fuse box in the basement.(renters didn't fix it we did). Long story short we started to call the city(311) on the Landlord, which he didn't like because he got fined for not having smoke alarms,no new paint on the outside,no carbon monoxide detectors, no radon for the boiler, mode and the flooding in the basement and having us living in a none liveable environment. We didn't know renters was going to give us eviction for not paying rent because of all the issues that was wrong with the house and nobody came to fix them. They actually let us "opp out of our lease" (I have the papers to prove It). We didn't found out about the UD until we went looking for another place meaning we paid them $40-$80 each for each application. We took a HUGE lost working with this company like our rental credit,clothes,furniture,money and time.

Desired Settlement: Back rent from February 15th 2014 until July 31st 2014 And get the eviction off both of our names and the discomfort of not being able to feel at home.

Business Response: Initial Business Response /* (1000, 8, 2014/11/24) */ ****** and ***** had made complaints regarding mold at the home. We asked that they submit a maintenance request to address these and any other issues. On numerous occasions we instructed them to submit this request through our maint dept, that request was never submitted. They then continued to claim mold issues and that they would not pay rent. We filed the eviction per our policy and it was filed with the county court office. After we had filed the eviction the notice of escrow filing by the tenants was received. We immediately relayed the escrow action to the owners attorney and asked them to stop the eviction. ****** and ***** then worked out a termination agreement with the owner and began looking for a new place. The tenants called to tell us that a UD was showing up on their record. We have explained to them that they have to go through the expungement process by filing the appropriate documents with the county and that we are unable to do so on their behalf. The lease was terminated and the owner and tenants owe each other nothing. I assisted the tenants by sending them the forms needed to request the expungement. The action needed to be taken can only be taken by the requesting party. The desired resolution is impossible. The expungement request can only be made by the tenants. Please close this case as resolved as there is no way RW can meet their desired resolution.

11/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hired Renters Warehouse to assist in renting my townhouse a month ago and still do not even have an agent to represent and rent my property. Contacted Renters Warehouse on October 2, 2014 to help me rent my townhome. I met with their leasing agent ***** ****** on Oct 5 2014. In the initial meeting was told by ***** that he already had someone he knew that was looking to rent a townhome like mine and that they were looking for a move in date of Nov 1, 2014. On Oct 7 I received an email from ***** for me to sign the rental agreement with renters warehouse via Docu sign. After I signed I sent ***** several emails and left several voicemails. I continued to pack my house and paint and get my townhome ready to rent. I continued emailing *****. I finally heard back from ***** on Oct 23 , 2014. Telling me we need to mak an appointment to take pics of my townhome

Desired Settlement: On Oct 2, 2014 I contacted Renters Warehouse to hire them to handle the rental of my townhome. I met with one of their leasing agents, ************ on Oct 5, 2014. In our initial meeting he told me he had someone already who was looking to rent a townhome like mine in my area and that they were looking for a Nov 1 move in date. That made me very happy so I told ***** to let's song the paperwork and get this moving. On Oct 7 I received an email from ***** to sign my rental agreement and contract via Docu Sign. Days later I began sending ***** emails and leaving voice mails. Typically at least one a day. I did not hear from ***** but I continued to get my townhome ready for new renters. I finally heard from ***** on Oct 23 via email. He said we needed to set up an appointment to take pics of my townhome so he could get it listed and start scheduling showings and that if I wanted a quicker response from him I should try texting him. So I texted him right away on the 23rd asking many questions. Like didn't you say you had a potential renter? Why after 3 weeks was it still not listed? Almoat. A day went by without hearing back from him so I sent a text saying " so I guess getting a response from you via text isn't any faster than email. His Almoat immediate response was " who is this". I responded with my name...he then called me. Made his apologies and I went right to my questions...which he had no real answer for except that he needed to come and take pics to get it listed. So I told him to set a time and let's do it. I sent him numerous texts at that point again with no reply. So on Monday I called renters warehouse and was directed to ******* thru the receptionist. I lodged my complaint with him about my experience this far and he was dismissive and told me he would call ***** and tell him to get ahold of me. And that if I had not heard back from ***** by mid day the next day to call him back. ***** left me a voicemail in the early hours of the next morning and said in his voicemail that he was sorry for not getting a hold of me but he took some time off to help take care of his Dad. So I immediately called ******* back and told him what I heard from *****. And I was very put off that I was never informed and that ***** did not even have the professional courtesy of getting someone else to cover his work or clients. And that it was a month from my initial contact and signing and my townhome wasn't even listed yet and that ***** had dropped the ball all the way thru the process and ******* told me I was being irrational and unreasonable and that ***** was I titled to take time from work to take care of his dad and that as far he was concerned ***** did exactly what he was supposed to do. So instead of continuing to listen to me he told me I needed to speak to *****s boss the VP of sales *************. I left ***** a voicemail and he did return my call the next day. He was polite and courteous but again did not apologize or even offer a solution to the fact that for over a month after hiring them that I had on,y heard from my agent 3 times and my townhome was even listed for rent. So he said he would have another agent that works in that area to get ahold of me that afternoon. And I said it needs to be this afternoon and he said it would be in the next couple of hours. Well here it another 24 hours later, I did not here from another listing agent and so I called ************* yet again and again had to leave a voicemail. Amazing how no one seems to work and never actually answered their phone . On Monday oct 3rd when I was making all my calls...and after Being spoken to so rudely by ******* I called the president RW ***** ****** and of course you can't speak to him directly you have to go thru his assistant. And guess what...she didn't even answer her phone either I had to leave a voicemail. And no I have never heard from *****. And even while I am writing this another day has gone.

Business Response: Initial Business Response /* (1000, 8, 2014/11/18) */ ********, We have agreed to lease your property at no cost. You're dissatisfied with the agents performance, as such another agent has been assigned to the listing. I hope our offer to waive the leasing fee closes this case and we can move forward.

11/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have had multiple issues with Renters Warehouse during the past 9 months. They have continuously made promises of service that haven't been followed through on and even acknowledged the poor service that was provided. The lease was drawn up incorrectly & went they agreed to fix it - they tried to add a line in that was not on the original lease releasing the tenants from financial responsibility. When I called to request assistance with tenant issues - they said they would help - left a voice mail for the tenants - they didn't return the call, so they gave up and did nothing. The inspection and video report that was part of my contract & mgmt fees was poorly handled. I was promised a video of the home, but was then told that they couldn't do one. I only found this out after making multiple calls to the rental agent, the inspection dept & customer service. When I asked for help in dealing with some maintenance issues - I had to follow up three times as I had asked for written confirmation that the issue was addressed before I rec'd anything. After admitting that they have provided very poor service throughout the management term - I was promised 3 months of free mgmt - I wanted the credit up front but was told that there was no way to do that. I decided I would take the credit for the month of Sept, but because of all the issues, I cancelled the contract eff 10/1/14 & gave up the credit for the months of Oct & Nov. However, I was never even credited for Sept. When I spoke with them - they advised a check would be cut & mailed & I would have it by Thursday - Sept 11th. I still have received nothing. The poor service continues. If proof is needed - I have e-mail exchanges with the rental agent. They advertise & hold themselves out as the professional landlord company - but I've seen no proof of that since day 1. My account was handled very poorly and I am very tired of dealing with these people. Product_Or_Service: Landlord Management Services

Desired Settlement: DesiredSettlementID: Refund I want a check for the full 3 months of management fees ($240). If they would have sent me the check for $80 as promised, I would have accepted that, but will no longer do so.

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ *****, Your complaint is not 100% true and is partially your responsibility for the lease was written to be an 18 month lease (which was decided by everybody and stated in emails), but the end date read 5/31/2016 instead of 5/31/2015. This was again, a mistake, but never caught by the agent, the OWNER *****, the tenants, or the office. It was an honest mistake. The agent took responsibility for the error and apologized. ***** accepted the apology and it was corrected. We offered to credit you for the management fee for the honest mistake made. You accepted the offer. Then you canceled your contract with us so the management fee could not be credited as it would not then apply. We offered to waive the management fee with the expectation that you would otherwise have to pay it. If your contract is canceled there is nothing to waive. The tenants refused to allow a video to be taken. Minnesota law states that is their right to allow or not. We cannot break the law because you want a video. Pictures and a written report are sufficient, that was done. The fact that your tenants that you approved into the property were non-responsive to our calls and emails is not due to mismanagement. You must take responsibility for the decision you made. YOU approved the tenants not RW. If they would have been responsive to us then in turn we would have been too. That is why inspection was suggested and performed. The state of MN has privacy laws in place for lanlords that does not allow us to invade and harass. Initial Consumer Rebuttal /* (3000, 7, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I see in your response that you are putting all responsibility back on me for the errors in the lease that RW prepared. I hired the "professionals" to handle my rental and as such - expected that they would prepare a product I could trust. I did accept the clients - at your leasing agents recommendation. Again - I hired the "professionals" for a reason. I've never rented out my property - so thought it was the prudent thing to do in hiring the "Professionals" so I would have good advice and service. If you advertise yourself to be professionals, a higher level of service is expected and should be delivered. If a tenant does not return one call - do you give up and close the file? is that the level of service that I can expect when I pay a monthly fee? Per attachment - the agent did catch one error in the names after the lease was executed. His attempt at correcting it was to white it out & hand write in the correct name- without telling anyone. Would this even be legal in the Minnesota court system? Once I found the error - the agent corrected it. But the first addendum he sent me had wording that was not requested. I insisted it be removed. Final product w/signatu8res - (see attached) is signed incorrectly. Is this even legal since the tenant signed on the wrong line? I pointed this out & was told "its fine". Inspection - I was told several times that I would have a video. I was not told that there would be a video only if the tenant allowed it. I had to inform he agent that is selling your mgmt. product of this. (see attached0. That should not be the landlord's job. Your own leasing agent agreed that I was provided poor service. (see attached). I was told that I would get 3 months free (Sept/Oct/Nov). However - I was charged for Sept. I didn't cancel until October. When I called to advise you that I was charged incorrectly for Sept - I was told a check would be issued and mailed out to me within a week. Still haven't seen it. The service I received was not "professional" in the least. If you would have given me September free as I was advised you would - than I would have been satisfied. Of course, this was not done - so now I want payment for three months worth. I feel this is only fair since I was never provided the services that were promised. Final Business Response /* (1000, 11, 2014/10/17) */ I have provided a email from the customer below showing notification to cancel services was made by the customer on the 29th of August. As such no credits for future management services would be given as the services would not be rendered. I am willing to resolve this by providing credit for the month of September as an act of good faith. ***** **** - Aug 29 to ******* me This is to give notice to Renters Warehouse that I am terminating my management contract as of September 30, 2014. This notice is providing the required 30 day cancellation notice as provided in the agreement. Please provide me confirmation that you have received this notice and made note of it. Please also advise what I need to do to terminate the eviction coverage policy as of that date. Thank you, ***** **** Property: *** ******* ***** Silver Lake, MN XXXXX Consumer Response /* (-5, 17, 2014/10/29) */ Mr ***** - I see that they did offer to reimburse me for one month - which I do want. I do NOT, however, feel that this is adequate for the issues that I had to deal with during the time they provided me management services - I would like that noted in the file. How do I collect the $80 that they are offering to pay me? Regards, ********** Business Response /* (4000, 22, 2014/11/13) */ I have sent the customer a check as offered. I am happy to provide a copy of this check should it be needed for verification purposes.

11/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Company failed to provide contracted services for management of my rental property. My property located at **** ********* **** St. Paul, MN 55104 is currently being "managed" by your company. I am writing to request the immediate termination of management services and a full refund for service fees in the amount of $253.67. Your company is advertised as a "Full Service Property Management, and 24/7 property protection services. It is our mission to protect your real estate investments and we have proven results showing we can." Despite this claim, I have routinely had to advise, monitor, and oversee management for my unit. Since September, I have documented calling your office at least 10 times and sent 23 emails related to inquiries about management services. Each time, I am sent to different people in different departments and receive inconsistent information and my complaints have not be addressed. Below, please find a list of management challenges which evidence a breach of your contractual responsibilities. CONSUMER LAW ISSUES: Inspection- I requested an inspection of my property and this was not conducted in a timely fashion even though I was told the notice would be given and an inspection would follow within 24 hours. This did not occur. I also specifically inquired about evidence of over-occupancy in my unit. I did not receive this information until after several inquiries. Complaint Rendered on Multiple Occasions- I still have not received an update related to my inquiry for leasing enforcement & modification (regarding over-occupancy of my unit). This was sent to the leasing agent and your modification team on multiple occasions. Data breach- The tenant was given my personal contact information and my location by a representative of your organization. This is a clear violation of confidentiality. PAYMENT ISSUES: ACH Payments- I did not receive accounting for funds received on my behalf (rent, damage deposit) in a timely fashion. Once again, I requested this information on 9/4/14 and did not receive a statement until 10/9/14 (Owner Portal access on 9/20/14). Also, I received a statement on 10/9 for an ACH deposit and it was noted that I would receive my payment within 48 hours. To date, I have not received any funds. Partial Payment- Per your collection process, a representative should have contacted me to discuss a "payment plan" and sought my approval before making any arrangements with the tenant. No arrangements were made for October 2014 and I was simply told a payment from the "State" would be rendered.

Desired Settlement: I am writing to request the immediate termination of management services and a full refund for service fees in the amount of $253.67.

Business Response: Initial Business Response /* (1000, 6, 2014/10/27) */ Per the customers request the property management contract has been canceled. The agreement to enlist management services has now been canceled. Immediately following the contract cancellation the disbursement of the tenants security deposit and a return of any monies held has been processed accordingly. I would ask that this closes this case as the agreement to manage is not in place at this time. I have attempted to better understand the "why" but have failed to identify any record of any "data breach". I have asked the customer to provide such information that would support this claim, nothing has been provided or discovered on our end. I have yet to receive anything from the customer other than the statement of "how did they get my information" That is not enough to validate a "data breach" As far as "timely payments". I can provide a copy of your lease agreement which states that Renters Warehouse is not responsible for; nor able to guarantee a tenant will pay their rent on time. Your lease also states that accepting a late payment does not constitute a change in the amount of rent due. The tenants failure to meet the terms of the lease with regards to payment is unfortunate, however it does not constitute a breach of contracted services on our part. The remedy for non-compliance with a lease agreement is legal action, specifically eviction for non-payment. This option/solution has been offered by us many times; you failed to exercise the legal recourse available to you/us under state law. We cannot go outside of state law to recover unpaid rent. An inspection report was provided to the owner in a timely fashion. I would ask that you please review your management contract for detail on what a landlord can and cannot do as far as entering the property. I have chosen not to include a copy of either the lease or management contract in this venue as to be mindful of this owners "data breach" claim. Upon receipt of your consent to provide these documents to an outside 3rd party, the BBB, I shall provide documents accordingly. Initial Consumer Rebuttal /* (3000, 8, 2014/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response related to data breach is inadequate. Policies and procedures should be in place to protect their client's information. Also, upon request the policy statement should be available and this has not occurred. Do such policies exist? The company has still failed to address the release of my contact information and personal location. To date, the company has not provided any verification related to communication to tenant about breach terms of the contract despite the fact I raised these issues in September 19th. This is the purpose of management services and would be a precursor to any civil remedies. I am still awaiting a return call from leasing enforcement about the breach of the lease terms. The company provides a misstatement about eviction as remedy. How can this be offered many times when I have not received follow up communication? For the second breach nonpayment, it was difficult to even obtain clarity about the partial payment and a payment agreement was not created upon receipt of these terms. The statement about the timeliness of inspection is inaccurate. Notice was not given in a timely fashion hence the inspection was not conducted in a timely fashion. I had to follow up with the tenant with each of my inquiries. In addition, I restate that now over 23 emails and a dozen calls, the company has failed to follow up related to my inquiries. It is unfortunate that my monies have been collected for services not rendered in a timely and professional manner. I renew my request for a full refund for the management services. (Please note: I can provide written communication and the related recordings to substantiate my complaint.)

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Renters Warehouse has been unhelpful and unresponsive when we've tried contacting them about issues & repairs concerning our home and tenants. We have had RW managing our property since July 1st, 2014. All was fine until the contracts were signed and the tenants moved into our home. Since then, we cannot get ANYBODY to respond to any issue we have had regarding our home. Before the tenants moved in, I wrote to our agent ****** ****** on 6/20/14 about concerns regarding the water bill for the tenants. The city does not allow tenants to be placed on the bill, it would stay in our name instead of theirs and once their lease was up, the last bill would be on our plate since they'd no longer be living there to receive the last bill, which would be sent out in August of 2015. We asked what they will do for this situation. In the same email I asked about the rental license which was supposed to be hung on the wall inside the house. We knew it wasn't going to come in the mail before the tenants moved into the rental home. I asked her if she wanted to pick it up from our new house once we received it or if I could make her a copy. (These were 2 issues among many in the email) - We received NO response from her. After that, I tried contacting customer service regarding these issues. NO response via email or telephone message. The rent for August came in late and I enquired to customer service why since it was due on the 1st of the month. My payment was late. No response. September rent was late and the tenants only paid half. I called and talked to a customer service rep. She said the other payment was coming in, but would post at the end of the week. It was 14 days late. Another late payment for us. On 7/31/14, the tenants placed a maintenance request. "There are gaps in the window frames where the crank arms are in the living room and master bedroom. These gaps are large enough that bugs and rodents can come in. They need to be filled. We have also discovered that there are mice under the kitchen sink cabinet that are coming in through the holes around the tubing under the sink. The holes need to be filled." Please note: they said MICE - PLURAL. They sent out a maintenance worker on 8/8/14 for $273.01 to fix the issues. (The city of Fridley had inspected the window gaps and found them to be solid and filled, something we did less than a week before we moved out. This has been concerning to us, especially since we know they have a large dog in our home.) I emailed them on 8/14/14 and asked for the repair report to be forwarded to me for my records. They would not provide it to me. We exchanged many emails days following this before I stated to them that I was going to take the issue to higher management since they could not provide a report for the charges associated with the repairs. Within an hour, they sent me a report. On 9/8/14, the tenants complained again about the mice: "We are still having rodent issues, even after having the window and sink holes filled with steel wool. On the side of the house, we think they might be coming in through gaps in the cement and siding. We have taken many steps to remove the problem and have purchased traps, poison, etc. We believe the problem is coming from gaps/unsealed spots around the home." On 9/18/14, RW stated they would send a "pest control worker" out for $300. I asked them why I had to pay for this twice since they didn't fix the issue the first time around. RW stated they thought it was an isolated incident. I then asked why they would send out a general repair worker to take care of rodents. Apparently they thought it was only one mouse. The work I've put in trying to contact and get responses from RW is more work than it would be to just maintain the home ourselves. There is no reason you send out a general worker to deal with PESTS. Another email was sent to them about my concerns on 9/23/14. I asked them to talk to the tenants and check on the home. There have been 4 main. requests in 2 mths. This was their response : "The pest control tech will be scheduling with the tenant shortly"

Desired Settlement: 1) I would like Renters Warehouse to fix the PEST problem without charging us twice. This was a large error on their part. We should not be charged twice for something they should have fixed the first time, correctly. 2) I would like someone to respond about the Rental license we still have in our possession and have not placed in the home. I want the home to be up to legal standards. This is unacceptable. 3) I would like someone to explain what they plan to do about the 3 month water bill that will be billed to us instead of the tenants once they move out in July 2015. 4) I would like someone to go to the home to check on it's condition. We are concerned that there are so many maintenance requests in a two month period, especially since we had fixed 2 of the issues they reported within a week before we moved out. They were cleared with the city, and we did take our own pictures and video as well for our records. Our concern is that they have a large dog living in the residence. 5) We need someone to address the late payment issue. This is unacceptable for us to pay the mortgage 2 weeks late. It affects our credit. We have records of all emails & exchanges, as well as pictures, and call records if needed.

Business Response: Initial Business Response /* (1000, 8, 2014/10/13) */ I have a call back from ****** and I have not connected on the phone yet. I would like to discuss this matter directly with the customer.

9/15/2014 Delivery Issues | Read Complaint Details
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Complaint: Renters Warehouse has not followed through on items they were in need of completing per or agreement for them to manager our property *********************** Maple Grove, MN 55369.They have contacted three plumbers to house over the 2014 and each time they are out the house they charge for a repair and within one month the same issue has risen again and it was not fixed.They scheduled our inspection of the property for our rental license for June 2014. When the city came out and met with them there were repairs that needed to be made. They contacted us and we requested they fix the item and we would pay the bill for it. I then heard from the plumber he said he would repair the value and discussed other issues that should have been corrected a month earlier by another plumber and we were charged for it. He said he would have the other plumber come out. We did not hear anything for a month. We thought it was all taken care of. Renters Warehouse again scheduled the re-inspection. The city of Maple Grove came out and most of the items on the list had not been fixed including the item I had discussed in detail with the plumber. We never heard about the re-inspection from Renters Warehouse but we got a letter for the city of Maple Grove in regard to not passing and a fine. I My husband and I called and left message for them to call us back. No one called. I called again and spoke with a man in the customer service maintenance department who said would get back to me the next day regarding the matter. He never called. I called again and asked to speak to the highest person in the company because there is a communication issue. They refused over and over. I finally got the name and number to a ******. I left a message and he called back in 5 minutes after I said I was filing a complaint.He told me he would take care of everything and get it done. That was 4 weeks ago and it is not complete yet. After e-mailing and calling him several times I still did not get any results.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the items completed and I want a discount for the amount of time and energy I have had to put into this when we play them to manage the property. I want a apologize for the unprofessionalism they had shown on their behave.

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ All of the required work has been completed. A discount and an apology for any delay had also already been given. Not sure how this is a actual issue as it has already been done.

8/14/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Took possession of a property that was filthy, junk everywhere and was in disrepair. Code violations and now reporting me to credit bureau. ********* was our agent who we met at the property. She made a video and documented the condition of the property. As stated above, arrived at property to find a pile of garbage at the curb and junk and filth in the garage and home. The list of things that need repair is too long. My initial list to them was about 30 items. Many of these things still have not been addressed. Moved in on a Saturday and spoke with ****** on Monday. He told me that he was working with the maintenance team to get things worked on and that anything that needed to be done I should submit receipts and also account for the time it took. I remained in contact with him throughout the month updating him as to what we were doing. I was also in contact with the maintenance team. I informed them of what we were doing and what they needed to do. The inspector came out and requested items that were not up to code to be corrected. We did install smoke detectors and they did also send a guy who installed two as well. We did not have keys that worked or a correct garage code to the home for almost three weeks. We finally just installed new knobs and deadbolts ourselves and recoded the garage door. Mid July I sent ****** a copy of a draft of our expenses and receipts. At the end of the month I sent a final copy of my accounting along with the receipts. I was told that our account was to be adjusted and not to worry. I also let him know when I started receiving robo calls saying my rent was unpaid. At this point, I have been notified that they have reported us to Experian. I find this unacceptable. I am not allowed to talk to the owner, so I have only the RW point of contact with whom to communicate. I followed their lead in how to get things to a habitable state. Now, I feel like they need to follow though with getting the property in proper repair and also to correct any damage they have done to my credit. I have not ever paid my rent late, and this is no exception. I have documentation and proof to everything I have stated here that can be furnished at request. Thanks.

Desired Settlement: If RW and the landlord want to continue a relationship in a positive direction, I want our account adjusted properly and our credit report straightened out. I also want the repairs on the maintenance requests completed. If we aren't going to do that, I'd like to end the lease and move. I don't see any benefit to continuing if we aren't going to be able to have agreement. I'd much rather leave on good accord than be evicted; however, I don't want to continue to pay rent if I am not getting credit for the expenses I have already had related to the property.

7/16/2014 Delivery Issues | Read Complaint Details
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Complaint: Renters Warehouse changed the terms of our rental agreement concerning the costs of snow removal after we had moved into the property. Below are a series of emails concerning a dispute I raised with Renters Warehouse after we had moved into the residence and had a verbal understanding/agreement on what snow removal responsibilities were for the rental property. The driveway is shared and lengthy. Prior to signing the rental agreement* terms were clarified that only the portion of the driveway exclusively belonging to the rental was our responsibility. This is acknowledged in the 1st email below from ***** *****. A summary of the reference phone conversation follows with an additional series of emails. These occurred on or before 11/15/13. ****** Thank you for the email* as we talked about this morning I am responding so you have an outline. I appreciate the fact that Renter's Warehouse takes responsibility for the erroneous information concerning snow removal from the shared driveway. Unfortunately I do not feel as though we should accept responsibility for this miscommunication. We did ask **** specifically about what snow removal was our responsibility and were told on 2 separate occasions that it was limited to the paved portion of the driveway. Respectfully* **** Hello ***** I received word back from the owner of the property* who confirmed that the intention was (and has been previously) to split responsibility between xxxx and the neighboring property* regardless of who is living at each residence. From what I understand* there were originally two agents showing the property and there was likely some confusion* where your agent misunderstood the terms. So* while I am very sorry that this was misrepresented to you initially* the terms remain effective. The owner feels these are fair terms* as there is actually a larger portion of xxxx Rolling Acres that is accounted for in the shared driveway and splitting it would alleviate some cost* it sounds. Additionally* the cost for the service would only be $35 (for each property) each time* which the owner feels confident is a great deal* comparative to other services. I understand that this was relayed to you differently in the beginning* but I hope you can understand the mix up and that the agent certainly had no intention of misleading you - nor did the owner. I hope you can accept the terms and work out a shared responsibility. Thanks much* ***** ***** Maintenance Request Intake Coordinator Renters Warehouse Hello ***** I took some time to look into this situation. I asked the agents directly what they relayed to you about snow removal* without explaining my reasoning for asking* or any details on the subject. They informed me that they never had a confirmed answer on the responsibilities* so they did not provide a confirmed answer to either tenant (you or *****). If there was a misunderstanding* I'm guessing it was either a misunderstanding they had of your question or a misunderstanding of what you heard. That being said* any misunderstandings between you and the agents* do not have the relevance that your lease terms do. You both signed the lease accepting responsibility for snow removal* in turn for $100 deduction in rent each month. I have attached that agreement* along with the county property lines. To uphold your lease agreement you are required to address the entire stretch from your garage to Rolling Acres Rd. Therefore* I see 3 different options that can be considered:... (paraphrased to meet BBB length guidelines) 3 different options were communicated and we reluctantly agreed as relayed in the email below: ****** Thank you for your email. Despite the incongruence between both verbal and written communications from Renter's Warehouse / it's representatives* the issue has never been related to our maintenance of responsibilities surrounding snow removal. Although we disagree with your email and the representation of what was communicated to us* we will pay for option #2. Please notify the owner to have the snow removal agent bill us. (shortened)

Desired Settlement: I am requesting reimbursement for the costs of snow removal not verbally agreed to prior to signing the rental agreement. These total $540.00. Paid by check(s) to*************. Invoice numbers *******************************.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ This issue was addressed and options for a resolution had been presented. The tenants chose to accept one of the three options presented, see the email below. ******************************************** Thank you for your email. Despite the incongruence between both verbal and written communications from Renter's Warehouse / it's representatives, the issue has never been related to our maintenance of responsibilities surrounding snow removal. Although we disagree with your email and the representation of what was communicated to us, we will pay for option #2. Please notify the owner to have the snow removal agent bill us. It is now our understanding that snow removal will be performed by this company for the entire driveway from Rolling Acres Road to the entry of the garage / house. The fee of $70 per snow >2 inches will be split with the home to the south, our portion being $35 per snow event. **** ************************************************* Upon acceptance of "option 2" the issue was considered resolved. The tenants request for compensation will not be granted for that reason. Business Response /* (4000, 14, 2014/07/03) */ ****, Your agreement to our offer was made willfully and not under duress or coercion. Claiming this to be your reason for making the choice; unfortunately is not a reason we can accept. Consumer Response /* (3000, 16, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) "To uphold your lease agreement you are required to address the entire stretch from your garage to Rolling Acres Rd." I do not accept this response from RW. The quote from the email thread does not imply or state a choice rather a outlines a requirement to avoid breach of contract. Clearly this at least implies if not overtly threatens some unstated penalty or consequence if I did not comply or make a "choice". Again, as RW admitted, the snow removal details were misrepresented prior to and at the time of signing the lease. I continue to request reimbursement for these incurred expenses. Business Response /* (4000, 18, 2014/07/15) */ The desired resolution you seek is not your request to seek reimbursement is in not approved. The appropriate venue for such would be conciliation court of Hennepin County. The lease affords all parties to it an opportunity to seek damages through the court system. The reimbursement for the cost which was and is a standard tenant responsibility used in lease agreements across the country. Your claim of misrepresentation lacks validity for a number of reasons. The most obvious of which would be the timeline. The lease was signed on 09/01/2013; move out was was nearly 90 days ago. The legal term "latches" or failure to act in a timely manner. The party that performed the service should be paid. The shared use of the driveway means you had personal benefit from it being cleared for use. That it is unfortunate that your lack of action and mis understanding of contracts has lead to your frustration but Renters Warehouse will bear the financial burden for services rendered to your benefit.

7/14/2014 Delivery Issues | Read Complaint Details
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Complaint: rent and fixings for home and more I am renting a farmhouse from renters warehouse out of Minnetonka mn. I have had serval issuses with renters warehouse. They are telling me my rent is late when is has not been late ever. I have voicemails on my phone to prove this. They are always ready to claim a late fee on me but I also have purchased items for the home I am living in. And yet they take as long as they want to pay me back when they say they are going to. As a matter of fact they have not paid me one dime back. They say they have credited my account and they have not. I have not seen this payment yet. As far as there commercial goes I do believe to think they are give false advertisement. This has not only been frustrating and a huge problem for me but also has been hurting my renting credit which I have never had late rent in the years I have been renting. They have and also said they would except my personal checks for my rent I have been paying with my personal checks for the last 7 months and now I go to pay my rent and they tell me they can not accept my personal checks. This is the only form of payment I have to pay with and they have knowen this from the beginning and accepted this and now they are deciding to change there mind. I would appreciate if this matter would be taken care of as soon as possible. Thank you

Desired Settlement: I would like the renters warehouse to keep there word and not change things in the middle of the year. Due to all the fixings I had done that they are suppose to pay me back for I would like to see that money as soon as possible. And also to stop giving false advertisement to there renters.. if you have and questions you can certinley call me at any time if the day I am available if I do not answer please leave a brief message and a way to get ahold of you

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ In response to case # ******** I have provided a copy of the lease agreement signed by the tenant on 10/27/2013. Page 3; Section 3. The final paragraph states the following: Renters Warehouse does not accept personal or business checks as an approved method of Rent payment. Payments made by un-approved methods may be rejected by Renters Warehouse and a late fee assessed pursuant to Section 24 of this Lease. Renters Warehouses' acceptance of a personal or business check as an approved payment method does not waive its right to reject un- approved payment methods in the future regardless of whether the Rent payment is made in a timely manner. In addition to the signed lease agreement, stating this is not to be an approved method of payment, the tenant was also made aware of this policy via email by our Director of Property Management. I have provided a copy of that message as well. From: ********* <*****@renterswarehouse.com> Date: Thu, May 8, 2014 at 12:12 PM Subject: Renters Warehouse, RE: Personal check policy To: **************@gmail.com Cc: ************@gmail.com ******************, You are receiving this message because you have made a payment during the 2014 Calendar year using a personal check. Starting with payments for June rent, we will be taking a hard stance on this matter and enforcing the terms of the lease that states that we do not accept personal checks as a form of payment. Below is what the lease states: "Renters Warehouse does not accept personal or business checks as an approved method of Rent payment. Payments made by un-approved methods may be rejected by Renters Warehouse and a late fee assessed pursuant to Section 24 of this Lease. Renters Warehouse' acceptance of a personal or business check as an approved payment method does not waive its right to reject un-approved payment methods in the future regardless of whether the Rent payment is made in a timely manner." Please note that you may still send rent payments in the mail by way of Certified Funds, which include Cashier's Checks, Official Checks and Money Orders. If you would like to begin paying rent electronically through your tenant portal, but do not know how to do so, please contact a member of our Rent Collection staff by calling our front desk (************) and ask to be transferred to the Rent Collection department. You may also drop off Certified Funds payments or Cash at our office located at **************************** Minnetonka, MN 55345. Our normal business hours are 8:30 A.M. to 5:30 P.M., and we also have a secured after hours drop slot on our front door. If you have received this email please respond as acknowledgement of receipt to avoid future communications regarding this matter. Please respond to this email with any questions regarding acceptable forms of payment. Thank you. The tenant claims that he was not reimbursed for items purchased for the home. This is completely false. He was credited $42.75 on the 8th of May 2014. I have also attached a copy of his ledger showing the credit amount and date. I would also like to note that the reimbursement for such expenses comes from the homeowner, not Renters Warehouse. The reimbursement is actually not a reimbursement at all; the amount is applied as a "credit" to the tenants account. The "credit" is then deducted from the monthly rent due at the beginning of each month. In this instance the tenant had replaced a furnace filter and expected to be repaid, which he was. Changing a furnace filter is the type of routine home maintenance that he would be responsible for as part of his tenancy. The owner elected to reimburse; but was not required to do so. I am confident the information I have provided will resolve this matter. Thank you.

6/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Extremely poor communication & lack of professional services that I am paying for. During the month of May my renter paid their rent late. The communication was minimal from renter's warehouse. I received an email PDF letter on the 6th of May stating the tenant had not paid their rent & that if they hadn't received payment by the 10th renter's warehouse would contact me for further action. I did not hear from them so I figured the rent was paid. On the 13th I still had not heard anything nor had I received funds & my mortgage payment & association dues were du by the 15th. So I contacted Renter's warehouse they once again responded via email with a PDF letter stating rent still had not been paid. I had inteded on calling them once I was off work that day to tell them to go ahead and evict the tenant however I received an email from one of their employees stating the tenants had paid the rent in full. Ok, great! This was still all on the 13th. Then on the 15th I received another email with a PDF letter attachment stating the rent was still not paid. So, now I am incurring late fees from my mortgage company plus Association company for the late payments. I called Renter's warehouse had to leave messages every time I called with only to have them call me once in their poor efforts with no message left. I am EXTREMELY upset with the lack of professinalism and communication! This is less than adequate for the amount I am paying them. I also did not receive the late fees that the tenant was charged. How do you figure that is NOT my money!!!! I am the one whose credit is suffering because of a late payment plus paying out of pocket for these late fees! I am not making income on my rental property. Once the bills are paid & renter's warehouse takes their cut I pay $20 out of pocket each month. So now I had to pay renter's warehouse in full for their unacceptable services plus late fees to my mortgage company plus a late fee to my Association company plus I now have a late pay noted on my credit report because of their lack of ability to contact the tenant or communicate with me anything regarding the matter. I pay renter's warehouse TOO much money each month to be that out of the loop when it comes to MY house & MY credit!!!!! This is completely unacceptable!!!!!

Desired Settlement: At the very least renter's warehouse needs to submit payment to ME for the late fees they are collecting from the tenant EACH month the rent is paid late! I don't know how they think they are entitled to this money when I am the one incurring fees based on this & I am the one risking my credit based on this. If renter's warehouse does not shape out I WILL NOT renew services when the lease is up. I WILL find a reputable company to work with me on this seriosu matter. The only reason for renter's warehouse is so I presonally do not have deal with the rent collection or late night phone calls but other than that I want to be as much involved as possible regarding this as this is STILL my house in my name with my credit on the line!!!!

Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */ In response to CASE#: XXXXXXXX. I have provided the following verbiage as stated in the Renters Warehouse Property Management Agreement. The contract details each of the parties, roles and responsibilities, in an effort to avoid issues such as this. Renters Warehouse operates with our customers best interest in mind. As such; acting as a bank for our clients, is not in the clients best interest, as banking is not what we do. Below, are two sections from our management agreement that should eliminate any confusion on the subject of late fees. Section 1 defines both "owner income" and "management fees". Section 3, a. the final sentence states "All late fees to be paid to manager". Section 8. states that owner may have the option to "advance" monies from the management at 8% interest. The client could have avoided her mortgage penalty by requesting an "advance". Additionally Section 8 states, "In no event shall Manager be required to use its own funds to pay such disbursements, nor shall Manager be required to advance any monies to Owner or to the Trust Account." Section 1, a & b Definitions Section 3, a & b Manager Responsibilities. Section 8. Manager is not required to advance funds. 1. Definitions a. Income Paid to Owner ("Owner Income"): all rent and payments due to owner in excess of management fees or fees due to Manager according to this Agreement, including but not limited to overnight guest fees; lease termination fees; smoking fine(s). b. Fees Paid to Manager ("Management Fees"): all fees or receipts in excess of any monies due to Owner, and all fees identified within this Agreement as specifically due to Manager, including but not limited to NSF check fees; bank fees; rejected transfer fees; late fees; 5% surcharge for credit card use; e-check fees; rent pick-up fee; administrative fees; legal fees; losses. 3. Manager Responsibilities a. Collection and Disbursement: Manager shall collect all rent due and owing and provide to Owner all Owner Income. Manager shall remit to Owner all income, less any properly deducted fees/charges, by U.S. Mail, wire, automatic payment, or other arrangement as established by Manager and Owner. Before payment is remitted to Owner, Manager reserves the right to hold rent checks from Tenant with previous NSF or other payment issues until check has officially cleared Manager's bank. Should payment made by Tenant be refused or returned for any reason, Owner shall refund to Manager any such payment made to Owner within 3 days from written or verbal request, or the payment will be reversed and drafted from Owner's bank account on file. b. Late Payments from Tenants: Any Lease with Tenant shall include a $50.00 late rent fee in the event Tenant rent is not received by the 5th day of each month. To the extent Minnesota law does not permit a late fee of $50 (beyond the current statutory limit which is 8% of the past due rent, or the then current limit as amended), the late fee shall be limited to the maximum amount allowable by law. To the extent Manager is not involved until the Lease has been executed, this fee shall still apply, and Owner shall amend the lease accordingly or this fee shall be deducted from amounts due to Owner. All late fees shall be paid to Manager. 8. Manager is Not Required to Advance Funds: If the balance of funds held on behalf of Owner for disbursement is at any time insufficient to pay disbursements due and payable, Owner shall, not later than 10 days after written notice, remit to Manager sufficient funds to cover the deficiency. In no event shall Manager be required to use its own funds to pay such disbursements, nor shall Manager be required to advance any monies to Owner or to the Trust Account. If Manager elects to advance any monies in connection with the Property to pay any Owner expense, Owner shall reimburse Manager, including interest at a rate of 8% per annum, and Manager may deduct such amounts from any monies due Owner. Any funds paid by Owner to Manager that are rejected due to NSF or other similar reasons will incur a $65.00 NSF fee, due to Manager. The notifications as to the rent payment status per our records, specify the date and time of each attempt made. This is the exact process we publish in our marking material and online. Renters Warehouse Owner Update Owners Tenants Rent Is Late / Sent on: 05/16/XXXX XX:XX AM Owners Tenants Rent Is Late / Sent on: 05/16/XXXX XX:XX AM Owners Tenants Rent Is Late / Sent on: 05/13/XXXX XX:XX AM Owners Update Sent on: 05/07/XXXX XX:XX AM In summary, I would like to request that this case be closed. I feel it is clear that we upheld our end of the agreement. Our policies and procedures for rent collection were performed in accordance with our contract, and our publicly published processes Thank you very much for you time. Initial Consumer Rebuttal /* (3000, 7, 2014/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all; your company did not maintain adequate contact with me in regards to the rent collection! You sent me an email on the 7th that stated you would follow up with me by the 10th. As of the 13th of the month I had not heard so I had to contact YOU! Then YOUR employee ****** ****** sent me an email on the 13th stating that the tenants had paid the rent in full. Which was a LIE! Also, maybe it would nice if your people could have offered up the information about me being able to have funds advanced. Just like your people were about to charge me full price because they did not explain if I found my renter the fee was less. Yes, I understand you're going to come back with it is my responsibility to read a contract I sign & that may be true. But your contract is excessive, it has a lot of "lawyer" talk & YOUR company should take responsbility for going over some points of relevance with your clients! I see by your response you don't have an intention to accepting any responsibility that YOUR company didn't communicate properly or timely with me! YOUR company gave me conflicting information telling me the rent was paid in full when in fact it wasn't! It's fine; because based on this response I will not do business with such a shady company who can not acknowledge when they have done something wrong. Good Bye Renter's Warehouse!!!!!!!!!

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Renter's Warehouse failed to manage our property effectively. Issues include unauthorized tenants and pets, unpaid bills, and bad communication. Renter's Warehouse was great up until the tenants moved in. They gave us their professional opinion that the tenant would be a good fit. Once the tenants moved in, it was almost as if the management company disappeared. We would try to contact Renter's Warehouse about our issues and it would be next to impossible to get a hold of someone to help us. We rarely talked to the same person more than once and were bounced around from department to department. One issue we never had resolved was the fact the tenant kept a pet. It clearly stated in the lease that there would be no pets. Our previous neighbors complained to us about the dog barking at all hours and my husband saw evidence of the dog when he went over to do repairs. After several attempts to have renter's warehouse deal with the issue, they told us there was nothing they could do and that if the dog caused damaged we could take it out of their deposit. The tenants repeatedly lied about getting rid of the dog and that they were "dog sitting". Another issue was unauthorized tenants living in the property. Again Renter's Warehouse simply took the tenants word that they didn't actually live there. We felt violated with the fact that someone whose history was unknown was living in our house. The neighbors told us there was a police raid at the house looking for the gentleman that was living there and they almost broke down our front door. The mid-year inspection by Renter's Warehouse revealed that it looked as though a man was living there. After repeated attempts to get this resolved, Renter's Warehouse simply ignored it. This also was breaking the lease agreement. In Renter's Warehouse advertising, they stated a move-in video inspection, a mid-year inspection, and a final inspection would be done. We never got a move-in video and the tenants refused the mid-year one. I felt this was false advertising as these were never completed. The tenant repeatedly neglected to pay her electric bills and we would get disconnect notices from the power company. We had to deal with these issues and contact Renter's Warehouse about it. We had to manage the property by trying to get Renter's Warehouse to deal with this issue as well. We were much more hands on than what they advertised which was complete property management and landlord services. In regards to maintenance we were told to meet the window repairman at a certain time. They did not show up until 45 minutes later. The plumbing job by the Renter's Warehouse contractor was discovered to be incomplete. When my husband contacted them to complete the work, they said they'd be in within the week. A month later, we had to call again as it still wasn't done. We set up a time for 10am today to do the work. I arrived at the property at 9:50. At 10:02 the plumber calls and asks "Did we ever set up a time to do the plumbing work today?" I had to tell them yes it was at 10:00 and I was already there. They arrived at around 10:20 causing me to wait a half hour. The tenant moved out and we dealt with ************ in Accounting who was a breath of fresh air after all of the headaches we experienced with this management company. He was great at communication and if we had him manage everything I wouldn't be writing this complaint right now. We decided to sell the house and found there was an outstanding water and garbage bill the tenant had not paid for the last quarter and this quarter. The amount was $843 with some change. My husband contacted the collections department and we were told there is nothing they could do since it was in our name and doesn't follow a tenant. Since they are managing our property isn't that something they should have been on top of? It was stated in the lease the tenant is responsible for water and garbage. Now we are stuck with this bill with no help from Renter's Warehouse. We aren't landlords but we did more work than the management company we hired.

Desired Settlement: The settlement we are seeking is that Renter's Warehouse pay for the water and garbage bill left by the previous tenant in the amount of $843.00 or that they take the necessary steps to retrieve it from the tenant. We would also settle for Renter's Warehouse paying for the court fees to collect this amount from the tenant. They advertised "Management and Landlord Service" and by neglecting to check that all outstanding balances were taken care of, they failed to manage the property. As the homeowners, we dealt with more issues than we ever imagined to. I have multiple emails dating back to April 2013 that clearly show the issues that we had to deal with from the beginning. The entire experience has been extremely stressful on our family and we need closure. Financially, this remaining bill is something we did not budget for and will hinder us until we can sell our house. Due to the lack of management, communication, and the poor service provided, we are entitled to the settlement we are seeking.

Business Response: Initial Business Response /* (1000, 5, 2014/05/23) */ Mrs. ****** I received your email from the Better Business Bureau on May 15th 2014 containing your complaint. I am terribly sorry to hear that the service from our organization has not been up to your standards. We pride ourselves on customer service and effortless experiences. We believe in earning each client's business through continued commitment and delivering unparalleled experience and value. After reviewing your complaint, I understand the issues of concern are as follows; The tenant had an unauthorized pet at the property. The tenant had an unauthorized person living at the property. No move-in inspection performed or random inspection mid lease term was performed due to tenant refusing inspection. The tenant neglected to pay her electric bill. Maintenance issues regarding plumbing work that was delayed on completion. Outstanding water and garbage bill of $843. First, I would like to address your concerns on the unauthorized tenants and pet. We did in fact recommend evicting your tenants on three separate occasions. The first recommendation came 1.5 months into the lease agreement on May 15, 2013 at 5:07 PM. The next two recommendations on filing an eviction against your tenant came on February 17, 2014 at 5:18 PM and March 17, 2014 at 2:45 PM. With that said, this could have alleviated some of your concerns if you would have taken our advice/suggestions on evicting your tenant immediately. This is why we offer a 9 month warranty. If the tenant does not work out within the first 9 months, we will refill your property with a new tenant at no charge. Regarding your concern about the inspections, there was a move-in inspection performed by our leasing agent ************ at the time of move in, however, Mitch mentioned that there were some technical difficulties while uploading the video, thus causing the video to be deleted. As for the random inspection that was performed on November 1, 2013 at 2:30 PM. ********** did perform the inspection and mention to you in an email that the tenant was extremely uncomfortable with him taking a video of the house and her personal items, although, he did take pictures of concerns that he had while going through the property. Those pictures and report were sent to you as well, if you need another copy, please let us know. Regarding your tenants past due utility bill, fortunately utility bills do not follow property owners as they stay with tenants and their Social Security numbers that are provided on file with the utility company. Regard your dissatisfaction with the maintenance company to perform the plumbing work. We are deeply sorry that the company failed to meet your expectations. We have since spoken with that company and worked with them on their punctuation on getting work completed in a timely manner. Please remember that all of our maintenance companies that work with Renters Warehouse are separate businesses who are hired out. Homeowners do have the first right of refusal if they want to use our maintenance company or hire their own. Renters Warehouse is here to coordinate maintenance only. Lastly, the outstanding water and garbage bill of $843. This is a very unfortunate scenario and I am very apologetic that you have to take the burden of a past due water bill cause by your tenant. However, I would like to point out an email that was sent to you from ************ on April 11, 2014 at 2:23 PM. In the email, David stated that one typical charge that we run into is past due utility bills. I would like to add that "past due utility bills" is in bold. We mentioned Renters Warehouse can contact your city and ask, however it is usually easier for homeowners to get that information then our staff. We can deduct any past due amounts, but if the tenants are current we cannot deduct for future bills to come. Please see the email content from ************ below for your reference - Hi ******, Please review the following move in and move out info: Attached are copies of the move in and move out sheet for your past tenant(s) at ************** Columbia Heights, MN 55421. Also, please click the following links to view the move in and move out videos: Working on getting move-in inspection video http://www.snapinspect.com/video/4148/aleddyhwhe (move-out) I will be handling the return of your past tenant(s) security deposit. Your tenants security deposit plus 1% interest must be returned within 21 days of the move out. If there are any charges you feel your past tenant(s) should be responsible for I will need an itemized list along with an invoice or estimate for each charge. Please keep in mind some scuff marks, nail holes, or wear on carpet would be considered normal wear and tear. If you have any questions regarding potential charges and whether or not your tenant is responsible, please email me back or call at the information listed below. If you have any questions about possible amounts to charge the tenants please let me know and we can determine the cost based on past instances. One typical charge that we run into is past due utility bills. Renters Warehouse can contact your city and ask, however it is usually easier for owners to get that information than our staff. We can deduct for any past due amounts, but if the tenants are current we cannot deduct the future bills to come. **Due to the high volume of move-outs, if you would like our maintenance team to take care of repairs to your property you will need to let me know within 10 days of your tenants moving out. This way, it insures we have enough time to send a tech out to the property to complete the work and make sure I receive the quote to add to the disposition. If we do not hear from you within the first 10 days, unfortunately we cannot guarantee that our maintenance team will be able to complete the work for you and you may have to find contractors to complete the work on your own.** Most security deposits are held by Renters Warehouse in a real estate trust account however if you hold your tenants security deposit you must be prepared to return your tenants security deposit plus interest within the 21 days. Also be aware that the funds will not be released until the disposition is finalized. Please get back to me within 5 days of receiving this email, as the process of the disposition can take some time. Best Regards, -- -- ************ Property Manager: Security Deposits I would like to add that when your husband **** replied to our second follow-up email on April 15, 2014 at 10:42 AM, **** never mentioned anything about the past due water bill and only spoke about other deductions he would like to take out of the security deposit. With all of that said, we will not be able to assist you with the $843 past due water bill. I would highly suggest that you take your tenant to small claims court to recoup any lost money that is still owed. Above all, we thank you Mrs. ****** for your business. To this end, we trust that this matter will be considered closed as resolved. If I may be of additional assistance please feel free to contact me. -- ************** Director of Customer Service Renters Warehouse ********@renterswarehouse.com

4/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: When Asked about renting a property I was told the fee was 1 months rent. turns out it was 1.5 months rent advertising at 1 When I contacted Renters warehouse I was told it would cost 1 months rent for them to rent my property turns out it was 1.5 months rent . their agents are selling it as 1 months rent. they dont tell you about the 1.5 till the rent does not show up and after you sighn the papers.

Desired Settlement: I expect to pay 1 months rent as advertised

Business Response: Initial Business Response /* (1000, 5, 2014/04/14) */ We received a correspondence form the Better Business Bureau on April 8, 2014. In Mr. ******* statement, he mentioned that he was only told that the tenant placement fee would be equal to one months rent. At this time, we have a lease and a tenant placement agreement that are both signed by the tenants, Renters Warehouse and Mr. *******. In the tenant placement agreement that is signed by Mr. ******* he agreed to a fee structure of: Lease 0-17 months: 1 months rent Lease 18-35 months: 1.5 months rent Lease 36 + months: 2 months rent Lease Options: 2 months rent Rent to Own: 2 months rent Lease Renewals: $350 Flat Fee After approving a tenant found by Renters Warehouse, Mr. ******* agreed and signed a lease that started on 03/10/2014 and ended on 05/31/2016, which would fall under the fee structure of 1.5 months rent commission. With that said, we trust that the complaint will be closed out as resolved due to the agreements that were generated and signed by all parties. We value Mr. ******* as a client and look forward to doing business with him in the future. Please do not hesitate to reach out to me should you have any questions or concerns. Thank you, ****** ******* Director of Customer Service ************ - ********@renterswarehouse.com Initial Consumer Rebuttal /* (3000, 7, 2014/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their sales tactictics are a bate and switch at no time did they verbally explain there was a more extencive charge for longer lease they sell it as 1 months rent period

3/10/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Renters Warehouse has taken rent out of our banking account for two consecutive months after our landlord cancelled his service with them. Beginning the 1st of January 2014 our landlord cancelled his service with Renters Warehouse and asked that we pay him directly starting the 1st of February 2014. We had not renewed the contract with Renters Warehouse which ended following the month of January 2014. On the 4th of February after we had already paid rent to our landlord directly Renters Warehouse took the amount of rent out of our account. We called Renters Warehouse and were told that they had corrected the error and the money would be returned within a day or two. We were also told that the reason for the mistake was that we were still under a contract with them until the end of February 2014 and that it wouldn't happen again. This was not the case, we signed a one year contract beginning in January of 2013. Renters Warehouse never returned the money to our account and we weren't reimbursed until the 19th of February when our landlord mailed back the check we sent him at the start of the month. On the 1st of March 2014 we paid rent directly to our landlord again. On the 6th of March 2014 Renters Warehouse took the amount of rent out of our account again.

Desired Settlement: I would like Renters Warehouse to refund the money to our bank account in a timely matter. I would also like assurances that they will not remove anymore money from our bank account.

Business Response: Initial Business Response /* (1000, 5, 2014/03/07) */ Thank you for taking the time to write this correspondence. I received this email dated Thursday, March 6, 2014 containing a complaint regarding information on how the account was improperly closed out. At this time Renters Warehouse is taking 100% accountability for our actions. After receiving this information, we have discovered that one of our employees did in fact make a mistake on canceling a homeowners property management services, thus causing ***** ******'s rent payment to be deducted out of her checking account. The employee, who was accountable for this oversight, resolved the situation within hours. He spoke to Mrs. ****** on the phone immediately after receiving this information and explained his mistake to her and her boyfriend. After getting off the phone with Mrs. ****** he personally drove out to their property at 8:30 in the evening and handed them the check for the same amount that was taken out of their checking account. Also at this time, Mrs. ******'s account has been removed from auto-pay and is hidden in our system. I assure you that this mistake will not happen again. We apologize if this is caused you any inconvenience. Above all we think Mrs. ****** for her business. To this end, we trust that this matter will be considered closed as resolved. If I may be of additional assistance please feel free to contact me. Thank you, -- ************** Director of Customer Service Renters Warehouse

1/15/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Performed unauthorized and faulty maintenance on my house. It's been over 2 months and is still not resolved. Poor customer service response. I live out of state and rely on Renters Warehouse to manage my property as it would be difficult to manage myself remotely. I am extremely disappointed with the level of service and professionalism of the RW maintenance staff and the result is I am forced to expend more time and energy managing the property than I would if had just done it all myself. Renters Warehouse informed me that the handle on the front storm door was loose and requested my approval to repair it. I denied the request for repair after personally speaking with the renters about it. The renters did not believe it was a big deal and was not worth fixing. The RW technician still performed maintenance without my approval. Two days later the renters reported a broken door handle. I personally spoke with the renters who believed the damage was caused by the RW technician. The technician, of course, denies this and claims the door handle broke from regular wear and tear. I asked the RW maintenance team to look into the issue and determine how the handle broke. I don't believe this is an unreasonable request. After about 10 days, I received an email from RW asking me if would authorize repair of the door - with no determination of how the door broke. I made it very clear through both emails and phone conversations that I would be happy to authorize repair of the door if they could determine how it broke and whether or not the technician was at fault. After speaking with 3 different maintenance coordinators (******, ***** *****) via email and phone conversations over the course of 2 months, they failed to even begin to research the issue - didn't call the renters, didn't even go over to the house to look at the door, and never responded with any determination of their assessment. This is a serious disservice to me and to my renters who expect more out of a management company. It was extremely frustrating to send repeated emails over the course of 2 months only to find out that previous requests were completely ignored. This does not give me confidence in company whom I hire to look after home. It was also frustrating for my renters who were left hanging, not knowing if the door would be repaired. Even more frustrating were snide comments by the RW maintenance coordinators suggesting that renters might have broken the door on purpose because I had denied the initial request to fix it. These comments were baseless. RW had done nothing to research the issue, let alone have a conversation with the renters while I maintain regular contact with the renters. I can assure you the renters are just as frustrated with RW as I am. After more than 2 months, my patience was exhausted and I hired a 3rd party to go to the house, look at the door and make the repair. I asked RW to reimburse me for the cost of the repair for damage caused to the door by their maintenance tech performing an unauthorized modification on my home($100.29). My request was denied. I pay RW a monthly fee of $80 to manage my property and so far I've gotten nothing but frustration. If this is the level of service I can expect from a minor issue I can't imagine how major issues will be handled.

Desired Settlement: $340.29 $100.29 to reimburse for the cost of 3rd party repairs and $240 in property management fees. This represents $80 per months of October, November and December to compensate for my time in coordinating between the RW team, the renters and the 3rd party maintenance team.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ Thank you for taking the time to write this correspondence. I received your email dated Thursday, January 9,2014 containing a complaint regarding our maintenance department. We have taken the time to carefully review the situation that has been well documented by our maintenance department. After reviewing your tenants original maintenance request that was submitted on September 25, 2013, I did see that you mentioned in one of your emails on October 5, 2013 that the storm door is a valid issue, however, you insisted on charging the tenants $50, for a nonessential maintenance request if they indeed wanted the storm door to be fixed. We in turn, declined that request and our technician attempted to fix the latch on the storm door, free of charge. After speaking with your tenants, they mentioned that the storm door latch was fixed for only a few days before breaking down again. Your tenants added that they thought it was a faulty engineering system due to a 15-year-old door that had wear and tear. I also see that a second technician was sent out to fix the storm door and according to your tenants, it was fixed for a few days before breaking down again due to the faulty engineering design on the door. Then you Mr. ******** sent out your own technician to fix the storm door and according to the tenants it was working for a few days and then broke down again. We understand that to this day the door is still not properly latching. I understand that you may be frustrated with the amount of time that you had to spend on these repairs; however, these are normal things that homeowners have to deal with regarding rental properties. Your own vendor could not get the door to be repaired. Renters Warehouse never covers the cost of maintenance on any property, as that would be a joint venture. However, in an effort to accommodate your request for a refund, and also to save money monthly on your property, we will refund you the $100.29 to your account and cancel services. Our management department will handle this account credit and the notification of you and your tenants that we will no longer be managing the property, and to direct any and all concerns to you directly, or to whomever you decide will be your agent or representative.

1/8/2014 Delivery Issues | Read Complaint Details
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Complaint: In August I met with a representative from Renters Warehouse regarding a property for lease. During the meeting I asked what the fee was and I was told the first month rent. During this process, also at the final signature for the contract, I asked about the fee...that it was the first month rent and therefore was not told otherwise by the representative. I trusted this individual to be honest. This individual had an opportunity to correct me 3 times and he did not. The company is dishonest and used deceptive and unethical practices. We did not review any information about fee at 1.5 months rent at final signatures. I communicated that my understanding for the fee was the 1st month rent. He said yes. The representative had the opportunity to correct me at that time and did not. Product_Or_Service: Contract

Desired Settlement: DesiredSettlementID: Other (requires explanation) The following are my requests:- End agreement with Renters Warehouse due to dishonesty, and unethical and deceptive practices- Refund the 1/2 month rent due to dishonesty, and unethical and deceptive practices.- Tenant called about some problems with the property and they did not contact the home warranty organization to fix the issues as instructed. I had to contact the organization myself and schedule time for the issues to be resolved. These were serious issues and were not resolved as needed.

Business Response: Initial Business Response /* (1000, 5, 2014/01/03) */ Mr. ***** has a signed contract indicating the fees associated with our service offerings. Additionally, all of our marketing and sales materials, website, etc. clearly state the costs of our services. In the contracts that Mr. ***** signed, our fee breakdown, based on lease length is also bolded, and requires an initial and acknowledgement. I will forward additional materials to the BBB for further review. Final Consumer Response /* (3000, 7, 2014/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company used deceptive practices...added washer and dryer to contract when we told the agent several times to remove from the contract. Tenant expected washer and dryer and was mislead. I asked the represented 3 times verbally about the fee. Intentionally did not inform me that the rent was 1.5 months...knowing that they had added 1.5 months rent, and did not provide the correct information before I signed the contract. I did not visit their web site. I trusted their agent who represented the company. This is their representation for the business, and on several occasions they used unethical and deceptive practices. If the washer and dryer were an illustration of business practices why would one not believe that the same was not done for the 1 month fee? Renters Warehouse was instructed to contact the home service company when there were service issues, and they did not. No one knew about the information which was given to the agent, and I therefore had to contact the organization to resolve the issues. Poor follow through and a sense of one not knowing what the other one was doing. We have over 12 incidents where there were lack of follow through and poor communication resulting in poor service quality work, or things not getting done. Company was notified on 1/1/14 that their services were terminated due and not to contact tenant due to poor service issues and unethical practices. Refused to stop calling tenant, and believing that they have the authority to control my rent revenue...they do not. Any contract is void and null when the representative intentionally misleads the customer...unethical and dishonest practices. So why should we remain in a contract when there is deceptive, misleading and unethical practices as well as poor work quality and lack of follow through. Who would pay an organization for such work and behavior?

1/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Downstairs- When the overhead light is on in the bedroom, the rest of the outlets in the room short out. It's not a circuit breaker issue. When the overhead light is on in the bedroom, the rest of the outlets in the room short out. It's not a circuit breaker issue. Once we turn the overhead light off, it takes awhile but the power does return on its own but the lamps are dim. The overhead light will also only, at times, light one or two of the three bulbs will light up. I also noticed this morning that when the bedroom overhead light was one, the hall light went on (which it hasn't before)Last night when all the lights were out, the night light in the hall, outside the bedroom was dimming up and down constantly until we unplugged it. FURTHERMORE, THE OWNER CALLED 3 OR 4 TIMES. 10 days later, I called the manger, ************** to plead with them to fix the power (No heat in the downstairs)

Desired Settlement: Tell the renter's about renter's warehouse- lacking a follow -up to their renter problems!

Business Response: Initial Business Response /* (1000, 9, 2013/12/19) */ Mr. ******, I received your email from the Better Business Bureau on December 17, 2013 containing your complaint. I am terribly sorry to hear that the service from our organization has not been up to your standards. We pride ourselves on customer service and effortless experiences. We believe in earning each clients business through continued commitment to delivering unparalleled experience and value. After reviewing your account, I have noticed that all of your outstanding maintenance requests have been taking care of and resolved. I do notice that you do not have a desired resolution, so we trust that this matter will be considered closed as resolved since their are zero outstanding requests. If I may be of additional assistance please feel free to contact me. -- ****** ******* Director of Customer Service Renters Warehouse ********@renterswarehouse.com

1/7/2014 Delivery Issues | Read Complaint Details
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Complaint: I have had Renters Warehouse breach contract on numerous occasions and my complaints haven't been taken seriously. Renters warehouse has been in violation of contract on numerous occasions. From the very beginning they were supposed to supply a background check of my tenants. They never did until it was demanded and a 3rd party sent me a worse background check that they found than renters warehouse did. Obviously they failed there. Every month they are supposed to supply me information on certain dates when my renters don't pay. On the 6th and the 11th they are supposed to supply me with information as to why they haven't paid and whats next. I have gotten that information very spotty. On the 11th I have gotten that information once even though it has been more times that they were contractually required to inform me. They routinely fail to give me information on when a payment has been made after I have been told that I will be told as soon as there is any activity on the account. They routinely fail in anything they say or are contractually required to do.

Desired Settlement: I am requiring a refund from my monthly property management fee since they are in violation of the contract and not providing me with the information that they are required to.

Business Response: Initial Business Response /* (1000, 10, 2013/12/18) */ Mr. ********, I received your email from the Better Business Bureau on December 17, 2013 containing your complaint. I am terribly sorry to hear that the service from our organization has not been up to your standards. We pride ourselves on customer service and effortless experiences. We believe in earning each clients business through continued commitment to delivering unparalleled experience and value. After reviewing your account, I have noticed that you have received 10 rent collection updates since July 8th, 2013. All have been emailed to *************@hotmail.com. Please let me know if this email address is incorrect. We apologize for any miscommunication regarding your account and as a customer service gesture by Renters Warehouse we will except this complaint to the Better Business Bureau and I will personally remedy your desired resolution by crediting you not one but two management fees for your dissatisfaction with our company. Above all we think you Mr. ******** for your business and allowing Renters Warehouse to manage your property. To this end, we trust that this matter will be considered closed as resolved. If I may be of additional assistance please feel free to contact me. Sincerely, -- ************** Director of Customer Service Renters Warehouse ********@renterswarehouse.com

1/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I signed an agreement to move into a townhome Sept 13, but never was given access until Oct. Many things were supposed to be done before I moved in Since I first signed the agreement in August for a move in date of Sept 13, I have had issues. Not only did I NOT get a hold of Property manager to move in on Sept 13, it wasn't until Oct 2nd when I actually did get access. Prior to my moving in, the walls were going to get painted, which STILL have not been done. I have NO keys to the property. I have 1 working garage door opener (the 2nd garage door opener does not work), which is the only way into the house. The fireplace is not working, the far right burner on the stove is not working, and the filter in the fridge has been expired since I moved in. Lastly, the owner left his keg of beer in the garage, which I asked be moved, and is still sitting there. I have made several requests to the property manager, who only sporadically would get back to me, but never resolved any of the issues. I ended up needing to call the head of Renterswarehouse (*****),and let him know of the situation. He did get my door fixed (which I didn't mention above since that is not an issue anymore), but that is it. I have been there a month, with no way into the house other than the garage door despite my repeated requests. All of my pictures are sitting on the floor since they are supposed to paint.

Desired Settlement: Since I was not able to move in to the property (due to inability to get a hold of the property manager) until almost 3 weeks after the paperwork stated my move in date was, not having any keys to the property, having 1 of 2 garage door openers that are in working condition, having a refrigerator filter that's expired and a keg of beer in the garage despite numerous requests to the property manager and RW headquarters, I feel that my rent should be decreased to 1/2 the amount for this month

Business Response: Initial Business Response /* (1000, 12, 2013/12/13) */ I received a certified letter today regarding this complaint, and it says we were emailed about this multiple time, however, I have checked and we did not receive a copy. Our required response is due Monday, December 16th. I need to meet with our customer service director about this, and will respond in further detail on Monday, but wanted to place a response for BBB purposes immediately after receipt of the letter.

11/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Charge for lock broken by agent of the company, despite company not fulfilling the maintenance request. Still yet to receive security deposit. Worst EXPERIENCE ever - UNPROFESSIONAL ORGANIZATION ~ 0 maintenance requests completed ~ Charged for items that were faulty at move-in ~ Was given the apartment dirty and not even painted ~ Had folks move in while I was trying to move out ~ 0 communication or information exchange. Having been a renter through management companies for over 12 years (my job requires me to move frequently) and a tenant who has always gotten my full security deposit back, I have been completely appalled by Renters Warehouse. I have been a tenant placed by Renter's Warehouse for 6 months and recently moved out, and the experience has been absolutely terrible from start to finish. My agent was Nick Vetter and my experience was very much a fly by the seat of your pants, forget getting any sort of reasonable notice or professionalism for anything starting from the lease signing to actually getting information that they had found a tenant to replace me and the move out information. After a horrendous time getting information about the lease amounts, signing, etc. we finally signed the contracts which were very haphazardly done, I was told I could collect the keys late the night before my actual move in, to allow the movers access at 8 am. Last minute I got information that it would be 7 am instead and to top it off, Nick was late, and the apartment had not been cleaned or anything, it was dusty and filthy and had holes in all the walls - they had not even taken a tertiary glance at it... I was told they would have someone come and clean and paint the walls and none of it was ever done, instead they argued about the condition (despite videos with them and me). There were issues with the lock from the get-go, and some other maintenance issues that they never bothered to fix. The landlord was kind enough to either come herself or send folks to take care of maintenance and repairs (turns out they never let her know they had even found a tenant till 3 days before the move-in). Several maintenance calls were left unanswered and un-repaired, unless I was able to get the landlord involved. The biggest of these was a slightly difficult lock, they their agent effectively broke, rendering me locked into/out of the apartment, and instead of fixing it they charged me 220$ on move-out. 6 months into my lease, I was moving inter-state so I made use of their tenant exchange program and for the cost of a months rent (and a month lease break) they were supposed to put a new tenant in the unit. It was like pulling teeth to find out if they had been able to post the add, and after several requests, they were still unable to give me more than a few hours notice to show the property although they are legally required to give 24 hours. On coming into the apartment to show it, Nick informed me that the lock was completely broken and so he would not be locking the door but would have someone come take a look at it. That night I got locked into the apartment due to the faulty lock, and I sent nick pictures and called the main office. After the HOA let me out, we MacGuyvered the lock so it worked till Renters sent someone - after repeated reminders, no one came to fix the lock, but I was charged $220 on move out, for something their agent had broken. To add to all this, they actually promised the new tenants a move-in on my move-out day (their lease didn't start till the following day and I was still a rent paying tenant) and after much ado, they ACTUALLY had the other tenant move in at 4 pm while I was still in the process of moving out and cleaning. They only communicated with me that they had even signed a lease 3 days before move out and then too that the tenant was moving in on the 1st of the month (not the 30th) . Despite doing this, and never having cleaned the apartment when I moved in, they actually tried to charge me another $180 to clean the apartment, even though all the counter tops had been scrubbed amidst this chaos. Yet to receive secu

Desired Settlement: Requesting the money for the lock repair to be paid back since their agent broke the lock and never sent anyone although when he told me he was leaving th eapartment unlocked, he said he would be sending someone.

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ *****, Thank you so much for bringing this to our attention. I would just like to make this clear that the homeowner of the property that you resided at, was the final decision-maker regarding the disbursement of your security deposit. The homeowner gave the final decision on withdrawing the money out of your security deposit to fix the repair on your front door lock. Since you bringing your displeasure with how your disposition for your security deposit was disbursed, we have brought this information to the homeowners attention. Our organization has strongly encouraged the homeowner to refund you the $220 for the replacement of the lock on the front door. After having a long discussion regarding this complaint with the property owner, the homeowner has decided to refund you the $220.00. Our organization will cut you a check on Monday (10/28/2013) morning and send that to your forwarding address in Philadelphia. We apologize if there was any missed confusion or concerns on your end regarding the security deposit disposition. We truly are sorry if your experience was less than spectacular. We are meeting the requirements for your desired resolution by refunding the money you were asking for and feel this complaint should be resolved as satisfied. Please contact us at our office should you have any other questions or concerns. ************. Thank you, -- ************** Director of Customer Service Renters Warehouse Business Response /* (2000, 12, 2013/11/26) */ I believe that Renters can, and will, make strides towards better customer service. The issue was resolved after being escalated to ******, the CR manager. While I appreciate ******'s speedy resolution, I did not appreciate the initial rude voicemail,but ****** did make up for that. I hope that they can continue to resolve these issues as they come up, including the way in which they deal with clients (both on the owner and renter sides) so that they can avoid these situations in the future.

10/22/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Failure of correct billing procedure. The account is set up for automatic payment. They failed to collect the correct amount owed. Then claimed rent was past due and reported it to a credit agency. It was their mistake! This company is very painful to deal with in every aspect and should lose BBB accreditation! Also Failure to respond to emergency and non-emergency service requests. It takes more than 3 weeks to get any type of response to a service request of any kind. Rain water entering the building; more than 3 weeks waiting for any response at all. Garage door opener maintenance; more than three weeks waiting for any response at all.

Desired Settlement: Remove report to credit agency. Remove BBB accreditation. A more realistic response time to service requests, especially emergency service requests. Loss of BBB accreditation.

Business Response: Initial Business Response /* (1000, 9, 2013/09/26) */ After reviewing Mrs. ********'s account, I have noticed that these residents of ours were clearly notified of their lease renewal increase amount to their monthly rent charge. Attached down below is the lease renewal document that all parties have signed and agreed to. Mrs. ******** is well aware that her and her husband **** are the only people that have access to their tenant portal, unless they decide to give out their login and password information. After the ********s failed to pay their $25 rent increase, they received a late fee for being delinquent. Our rent collection staff called the ********s with our automated phone dialer. We also sent out a rent collection email and letter to the property. The ********s failed to acknowledge our phone call(s), email and letter. Down below I have attached our attempts to contact the ********s regarding their delinquent payment. Mr. and Mrs. ********s allegation of Renters Warehouse failing to correct billing procedure is erroneous and therefore should be removed from the Better Business Bureau complaint website. Additionally, it should be noted that we have attempted to contact the ********s several times since they filed this complaint to discuss, with no success, and no return calls. Clearly they are not looking to resolve their complaint in good faith if they are not willing to speak with us about it. If documentation of notification to the ********s is needed, please let me know, and I will email it over, since there is no capability to attach files. Final Consumer Response /* (3000, 11, 2013/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) We agree that we were notified of a rent increase as we negotiated a new 2 year lease. However, we expected Renters Warehouse to automatically withdraw the new amount as most companies do. I was NOT made aware I had to enter the portal and change the amount myself. I never received any call from their rent collection staff ("called the ********s with our automated phone dialer." Nor did we receive a rent collection email stating that we needed to remit the $25 by changing our information on the portal or letter sent directly to the property address PRIOR TO incurring a late charge and subsequent reporting to a credit agency (I believe it was Experian or one of the other big 3 agencies). In the previous year, we have never been delinquent in our payment. We believe that the late charge of $50 that was applied to an overdue amount of $25 was excessive since it was the only time in the past 12 months we were ever late and we are extremely upset that we were reported to a credit agency for a one-time late payment of $25. In response to the 2nd complaint of customer service through their "repair" system, it is unreasonably slow and the blame is put on us, i.e., YOU should know where the owner's manual is or YOU should have changed the filter every 3 months (when we were never told to do so by Renter's Warehouse or the owner). In fact, the filter removed by the repairman looked like the original filter had NEVER been replaced since the house was built - it had a date on it and that filter is no longer made. The hardware store directed us to a different filter made by different manufacturer as the one we brought with us was obsolete. Another example is leaving a phone message to "google an owners manual" or "stand on a step ladder and read the instructions on a device" attached to the ceiling could lead to unintentional damage to the equipment as we are NOT qualified repairmen - that is what the service is for. Final Business Response /* (4000, 13, 2013/10/10) */ We cannot change or initiate auto payments that tenants have setup. It is impossible for us to change a payment for a tenant. For security reasons we cannot access payment information. Calls were made and emails were sent regarding their rent being due. No negative report was given to the credit agency for this instance. We have tried contacting the ********s on several occasions to discuss this further. We have not been able to reach them, not have they ever called us back. If they truly would like a resolution, it would be great to have them speak with our Customer Service Dept.

10/21/2013 Delivery Issues | Read Complaint Details
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Complaint: Renters warehouse violated the terms of their contract by not taking a security deposit @ lease signing & then not taking rent via certified funds. Renters warehouse advertises themselves to be "professional landlords". I would think that any reputable mangagement company would recieve certified funds,as their tenant lease agreement states, before they let a tenant move into a home. That was not the case in my situation. Renters Warehouse agent ***** *** received a personal check for the security deposit & first months rent & then let the tenants move in. The tenants moved in 9/19/13, got into a quarrel & moved out damaging walls & carpet in the process. The tenants then cancelled the check before Renters warehouse could cash it. On Monday 9/23/13 when ***** notified me that the renters moved out I questioned him about why he accepted a personal check for the security deposit & rent.His response was, " They were all ready to move in, what was I supposed to do?" I told *****, "then you don't let them move in!" ***** then said he will get the property re-listed. I then questioned ***** on any damage to the home. ***** responded, " It doesn't even look like they moved in. I drove to the house on 9/28/13 to see how everything looked & found carpet that was snagged in 3 areas & my stairway had damage to the walls & ceilings that someone did a half hearted attempt to patch.I called & texted ***** photos of the damage & asked him who was paying for the damage. He responded by saying $50 should cover materials & labor to fix the damage & that he was pulling my listing because he no longer wants to carry it.I ended up spending about $75.00 & 12 hours of my weekend purchasing materials,driving time, patching, sanding, texturing, painting, & cleaning up the damage done to make the home look presentable. I called Renters Warehouse Corporate office & talked to ***** Helin & told him that I felt I Renters warehouse owed me $1100 security deposit or some type of management bartering agreement worth $1100 since they didn't follow their own policy on receiving the security deposit at the lease signing & not receiving certified funds for the first months rent. ***** had a email conversation in which ***** stated he was not willing to list my house again. End result was ***** offering to relist my house under warranty & both ***** & ***** saying they wouldn't pay me the security deposit.I told them not to relist my house under those circumstances. After reading the emails I don't feel ***** has the training to carry out the rental of my property in a legal & professional manner.As I understand it, ***** is the only Renters warehouse agent in St. Cloud. I feel Renters warehouse, whose advertising claim is that they are PROFESSIONAL LANDLORDS shows no accountability to the aituation that they had full control over. Either they didn't properly train ***** *** or their agents have no supervision to allow something as basic as getting certified funds before a tenant moves in isn't fully understood. Renters warehouse has many great reviews & that was my reason for enlisting them to rent my house. It is *****s actions & *****s & *****s reaction to this unfortunate situation that is disapointing & frustrating to me In the end, at a minimum, I feel Renters warehouse should be paying me the $1100 security deposit.

Desired Settlement: At a minimum I feel Renters warehouse should pay me the $1100 damage deposit. If I don't end up having another company list my house for rental I would be open to Renters warehouse listing my house & bartering the $1100 in management fees.

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ Our associate ****** ******* has been contact with Mr. ****** regarding this complaint. Our representative ****** ******* and **** ****** have come to the following terms; Renters Warehouse will cut Mr. ****** a check for his time, labor and materials in the amount of $435 regarding the repairs that the previous tenants caused. Renters Warehouse will also lease and manage his property going forward with a new leasing agent. These terms have been agreed upon at 4 PM on October 9, 2013.

8/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Filing a complaint against Renters Warehouse for not responding to a promised refund for their application fee of $130.00 I would like to file a complaint against Renters Warehouse. Back in May 22nd of 2013 myself and two other roommates applied to rent a house in St. Louis Park. The application fee was $45 for each application. After learning that we lost the bid to the house we were told by the Realtor (**** ******)that we would receive a refund for our application fee since we did not get the house. We provided him an address to send the refund checks to and to this date have not seen anything. On June 4th an email was sent to **** saying we didn't receive anything and he said he would get right to it. Still, nothing was received. On July 10th **** sent back an email saying the reimbursements were sent out and to expect them in a couple days. Again, never saw anything. I informed **** and got the following response back: "****, I have gotten a few of these back. It sounds like there has been a delay from RHR in sending these out as I have got a couple complaints on this recently. Renters Warehouse is going to cut checks directly and send them out and we will collect from RHR. If you do receive a check from RHR it will now be voided. Please notify on Friday if you have not received yet as it should come before then." I notified **** that we still have not received the checks, but with no response. This has been an absolute nightmare dealing with ***************. He didn't even show us the house we were looking at, he was late to the showing and had the residents currently living in the house giving tours. Then once we were about to leave he showed up.

Desired Settlement: We are seeking a full refund of $130.00 or $45.00 each to the following participants: ************** ************ ************* Upon the refund of $130.00 we would also like an apology from Renters Warehouse for the lack of professionalism from ***************. Being a well known company, we expected the utmost help from their Realtors and were extremely disappointed in how much trouble this has caused us. It is ridiculous that it is taking more than 3 months to get a $130.00 refund.

Business Response: Business' Initial Response /* (2000, 6, 2013/08/23) */ Renters Warehouse contacted me on 8-20-2013 and said they would issue the refund right away. I talked with the customer service representative and he was more than happy to issue our refund. We just got the checks in the mail today. This complaint is resolved.


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