Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business claims that since I provided a thirty day notice to vacate as opposed to a sixty day notice, they are attempting to give me to pay for a full month of rent. I have moved out of the unit September first, per my lease agreement. They have already confirmed that they have found a new tenant scheduled for the 15th of September. I believe I shouldn't have to pay anything since I have given them enough time to find a new tenant.

  

  Business Response

  Date: 09/16/2023

  Dear *** *******

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration you have experienced, and we hope that this response will contribute to achieving a mutual understanding and satisfactory resolution.

  
  Unfortunately, we are unable to approve your requested billing adjustment at this time.

  
  Your residence was located at *** * ****** *** **** ** ******* ** *****, and your lease's natural expiration date was August 31st, 2023. On August 3rd, 2023, you submitted a notice to vacate, indicating your intention to move out of the apartment on August 31st. In your lease agreement, it is stipulated that notice must be provided at least one full calendar month prior to moving out of the property. The specific language from your lease agreement is cited below:

  
  “The lease will automatically become and continue as a month-to-month lease upon fulfillment of the initial term unless Lessor or Lessee gives the other party a written termination notice at least one full calendar month prior to the end of the initial term or any subsequent one-month term. This means notice given June 2nd, for example, would require that rent be paid in full through July 31st.”

  
  Since you provided less than one full calendar month's notice, we informed you that you would remain responsible for the rent and any utilities specified in your lease for the month of September. This responsibility can be waived if we successfully lease your unit to a new resident during September. Under South Dakota law, we are not permitted to collect rent from different parties for the same unit at the same time, and we have no intention of doing so.

  
  In your complaint, you mentioned moving out of your unit on September 1st, 2023, one day after your lease had expired and the date on which you had given notice. According to our records, you did not surrender your unit and return the keys until September 2nd, 2023. Before August 31st, we had a prospective resident interested in renting your unit. However, due to the delay in surrendering your unit and our obligation to prepare it for the next tenant, we had to find alternative housing for these prospective residents. At present, we do not have another resident lined up to occupy your unit.
  

  Please be assured that we are making every effort to secure a new resident for your unit, and if we are successful in doing so before October 1st, we will adjust the rent owed for September accordingly, and issue a refund if necessary. As it stands, your outstanding balance is $490.30, including rent, management fees, flat rates for Water and Sewer utilities, and insurance. 
  

  We genuinely appreciate your feedback and consider this response as the starting point for a potential resolution. 
  

  Sincerely,
  **** ***
  Asset Management Executive
  Real Property Management Express.
  

  
  

• Initial Complaint

  Date:06/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apartment is not doing their job of returning my deposit. They told me they hadn’t got into my apartment, now are telling me due to vendor delays I can expect my refund within 45 days. It’s not my problem the 5 people on staff are not on the property and have not looked at my unit now. If they would look at my unit and process my refund, this would be a non issue. *** * **** **** ******* ** ** **** **** **** *** ****** *** ****** * **** *** ***** ****** ********* They doubled my rent, that’s why I moved out.
  
  I have a to. Of videos, pictures of before and after moving in. Too much to insert here.
  
  I want my deposit back.

• Initial Complaint

  Date:05/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the third time I applied for rental to one of their properties. The first and second times, the application was approved but the unit became "unavailable". Each of these times it was required that I pay the $** application fee. I was told to chose another property. This third time, after finding the perfect place for me, paying the application fee and submitting my application, I was told my income did not cover the required 3 times the rent amount. I provided copies of my pay statements confirming my monthly income exceeded the requirements. I was told my YTD income did not meet requirements. I explained that I had a period of approximately 5 weeks where I did not work due to a medical procedure and had recovered and returned to work providing additional proof of income prior and after the period in question.
  
  Their terms of eligibility from the website are:
  
  WHAT IS REQUIRED TO APPLY TO RENT?
  - Each adult (18 years and older) applicant must apply, and each must pay a $** application fee. Valid ID required.
  - You will need to submit proof of income (most recent pay stubs) showing all adults' combined monthly income totals at least 3x the monthly rent.
  - You will need to provide 3 years of accurate landlord references (note: per FACTA Identity Theft regulations, we report false landlord references to credit bureaus and local law authorities).
  - If you have pets, a digital photo of you with your pet(s) must be submitted. You may send photos to ********************** or upload them during your application.
  
  I met these terms. Their terms do not say anything about YTD income divided by month. They state most recent pay stubs. I asked to have the matter reconsidered 3 times. In all instances I was told to select another lower cost option. I tried calling to speak with a manager and could not reach anyone.
  
  This is the worst property management experience I have ever had and do not recommend them to anyone.

  

  Business Response

  Date: 05/30/2023

  Hello,

   

  Please see the attached response to the consumer complaint by Vickey ******.

   

  Best,

• Initial Complaint

  Date:05/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/06/2023 made payment of $******* to cover rent due and breaking of lease at *** * ***** **** *** ***** ***** ** *****. I stopped receiving bills/emails/texts from RPM Express and assumed that the unit had been rented (per the terms of the lease, I was paying rent for the unit until it was rented out although I had already vacated the premises). I contacted RPM Express, I was redirected to the new management company, which I was not made aware of, who had no record of me living there and redirected me back to RPM Express. I just got a bill for $***** from RPM Express to be paid for time remaining on the rent (since 3/23, allegedly I owe 142 days of rent) I had no way of knowing that I owed rent, and no efforts were made by RPM Express to contact me until a very large and unmanageable bill was sent my way today.

  

  Business Response

  Date: 05/10/2023

  Division of Consumer Protection 
  **** * *** ** *** *
  ****** ** **********
  Attn: Nikki ******
  Re: ********
  Dear Ms. ******,
  I am writing to provide a response to the consumer complaint we received from your office regarding Ms. Alice ****** and her past residence at *** * ***** **** **. 
  Firstly, I would like to apologize for any inconvenience and confusion caused by the lack of communication and billing discrepancies. I understand that this situation has been frustrating for Ms. ******, and I appreciate her patience while we resolve it.
  After thoroughly reviewing her account and investigating the matter, we have determined that there was an accounting oversight on our part. It is our standard practice to charge the remaining lease amount when there is an early termination, and subsequently provide a credit once a new renter is found. However, in this unique scenario, the property owner hired a new management company, which led to a charge accidentally remaining on her ledger. Furthermore, because management changed two times in under six months, when Ms. ****** attempted to contact each management company to resolve her issue, they all pointed to the other management companies involved.
  I am pleased to inform you that we have promptly corrected the charges to accurately reflect the period during which we managed the property on behalf of the owner. According to our records, we found evidence of one inbound phone call from Ms. ****** and a text message thread in which we invited Ms. ****** to contact us regarding any queries or concerns related to her move-out. We apologize that these attempts to communicate were insufficient.
  To ensure a more efficient and direct line of communication, I strongly encourage Ms. ****** to reach out to us directly. By doing so, we can address her concerns in a timely manner and provide any further assistance she may require.
  In light of the errors made, we have taken the following steps to rectify the situation:
  We have corrected the mistaken charge to only reflect the period that Real Property Management Express managed the property.
  We have waived any move-out charges that were previously assessed.
  We have initiated the refund process, and a check will be mailed to Ms. ****** promptly.
  We value Ms. ******** satisfaction as a resident and take her concerns seriously. We deeply regret the inconvenience caused by this oversight and have taken measures to ensure that similar issues do not arise in the future. With the adjustments made, move-out charges waived, and the refund process underway, we consider this matter resolved. If any further correspondence or actions are needed, please do not hesitate to reach out to us. 
  Sincerely,
  Michael ********
  Asset Management Executive
  Real Property Management Express
  
  

• Initial Complaint

  Date:02/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I moved into "****** **********" in July, I was happy, that is until Real Property Management, a "reputable property management company with over 30 years experience." Bought my apartment building. I've tried to contact them several time, through text, calls, ect. Nobody will resolve my issue, nobody wants to talk to me. I have several complaints to make with the property management, which includes parking, drug dealers living at the apartments and dealing drugs out of the apartments, maintenance, and last but not least, dog poop everywhere. I would like "Real Property Management" ***** **** *** ******* *** ***** ********* ************ To return my calls. This has caused me emotional duress, mental health issues, and unbelievable amounts of stress.

  

  Business Response

  Date: 02/24/2023

  Dear Mitchell,

  We are so sorry to hear about your recent experience and apologize for the inconvenience that this has caused. Thank you for bringing these issues to our attention, as we take all feedback seriously. Our mission is to help our residents love where they live, and given your complaint we have obviously failed you in that mission. 

  Surrounding your frustrations with parking, we, too, want parking available to all of our residents, and we want you to know there is a plan in place. Parking passes have been ordered and received by the onsite manager. We plan to distribute one parking pass per resident to ensure no unwanted vehicles are parked in the lot. At your move-in, you received a garage promotion. The promotion is valued at $** per month, and we hope you have enjoyed the promotion and monthly savings. Above and beyond that, we anticipate additional garages will be available for lease soon. Based on previous communication, you have been patiently waiting for a garage, and we hope to have the opportunity to provide you with a garage as soon as possible. 

  Regarding the drug dealers at the property, we do not take this lightly. We encourage all our residents to treat their apartments like they would their homes, so if you are ever feeling unsafe, we recommend you contact the police. If there is drug traffic going on, we would like to know about it. While we want to ensure our residents' safety, we cannot remove residents from the community based on suspicions and allegations. If you have evidence of crime at the property, please submit it immediately to help us keep all the ** ***** residents safe.

  To protect our resident community, we have application standards that include but are not limited to a restriction on felony charges. Based on our application standards, any felony must be non-violent and at least 10 years old for approval. All violent felonies are denied. We hope this provides you some peace of mind.
  

  We are sorry to hear that you have had trouble reaching us. We review customer experience with our teams weekly and aim to reach 100% live answer during business hours. We may have fallen short of that goal and we apologize for this poor experience. To help us improve, we have reviewed our call log to diagnose what the issue may be. Our last calls from you were during Christmas and New Year's when we only had after-hours emergency services available. As a friendly reminder, our business hours are Monday through Friday from 8 am-5 pm CST (7 am-4 pm GMT-7).

  Thank you very much for your trust and business. We know you have many options when it comes to renting properties, and we are pleased that you have chosen Real Property Management Express. We hope this helps resolve the issue for you, and we look forward to helping you achieve a pleasant end to your rental experience.
  
  Sincerely,
  Real Property Management Express

  Customer Answer

  Date: 02/24/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Mitchell ****