This business is not BBB accredited.

Rocky Mountain Property Management Inc.

Phone: (970) 669-0842 Fax: (970) 669-4942 200 E 7th St Ste 120, Loveland, CO 80537 View Additional Email Addresses http://www.rmpm.com


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

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

Factors that lowered the rating for Rocky Mountain Property Management Inc. include:

  • 22 complaint(s) filed against business
  • Failure to respond to 1 complaint(s) filed against business
  • 6 complaint(s) filed against business that were not resolved

Factors that raised the rating for Rocky Mountain Property Management Inc. include:

  • Length of time business has been operating


Customer Complaints Summary Read complaint details

22 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 7
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 15
Total Closed Complaints 22

Additional Complaint Information

The business has indicated that it will not work to resolve customer disputes through BBB.

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Rocky Mountain Property Management Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: July 30, 2002 Business started: 01/01/1988 Business started locally: 01/01/1988 Business incorporated 05/23/2002 in CO
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:

Division of Real Estate-Colorado
1560 Broadway Ste 295, Denver CO 80202
www.dora.state.co.us/real-estate/index.htm
Phone Number: (303) 894-2166

Type of Entity

Corporation

Business Management
Mr. Michael Easter, CCIM, MSRECM, President Ms. Renee Ollmann, Director of Rental Management
Contact Information
Principal: Mr. Michael Easter, CCIM, MSRECM, President
Business Category

Property Management Association Management

Service Area
Northern Colorado
Industry Tips
Tips for Finding Property Management Companies

Customer Review Rating plus BBB Rating Summary

Rocky Mountain Property Management Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    200 E 7th St Ste 120

    Loveland, CO 80537

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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)

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I leased a townhouse from RMPM for one year. During the course of the year, I had several maintenanceissues that were either unresolved or took weeks to have maintenance crew fix the problems--from touch up painting , to kitchen lighting, to fireplace not in working order, to removing former tenants TV dish and equipment to broken ceiling fan. After my move out, I waited 58 days of the 60 to receive my FULL deposit back, as it was indicated that I would, I received $638 of $1100. I asked for a listing of repairs/items. After reviewing the list, I was shocked to read that I was being charged for rusted door hinges, replace door stops, mismatched light bulbs, caulking, oiling bathroom fans, replacing smoke detector batteries(i just replaced those one month prior to moving out). This is just a few of the things i was charged for. AND I was charged for the travel time to purchase the materials.I replied with a written letter as well as an email to review these charges with management. After many phone calls to ask about the review and the response to my requests...they have been ignored and unsettled. This is the worst company to do business with, let alone rent from. Good luck to any and all future tenants and move outs.

Desired Settlement: I request that the remainder of my deposit- $294.29 be refunded. This amount reflects that I agree with the $77 charge for re-keying (as per lease agreement) and $90 for general cleaning--as I cleaned the property myself by following the listing of suggested procedure given by RMPM. But, I realize it was not done "professionally".

Business Response: We will not respond to complaints made through the BBB. We make every effort to work out issues but our responses are dictated by the legal agreements we have with the tenant.

Consumer Response: Complaint: ********

I am rejecting this response because: RMPM does not return my calls or talk to me. They sent me an email weeks ago saying they are "reviewing my file" after I responded to their charges were taken out my deposit. I have tried repeatedly to talk to *** *******, but she is either "in a meeting" or doesn't accept my call. I am still asking that I be refunded $294.29 that I was charged for labor time, drive time from maintenance crew to pick up materials, off site charges, or  caulking, nails, towel bars, etc. that are GENERAL MAINTENANCE items and NOT  due to my negligence during my stay at **** ******* *** **** **** ** ********* *** 
Regards,

***** ****

5/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rent a duplex and pay monthly rent for address of **** ****** *** to Rocky Mountain Property Management. They recommend setting up a portal with appfolio.com to send the rent payment. I did it and set up a payment to be taken out on April 30th as rent was due May 1st. I received one confirmation that the payment would be made. On April 30th I received 2 different confirmation numbers. They took out 2 payments. I contacted Rocky Mountain Property Management and they confirmed 2 payments were made. They recommended I talk to Appfolio.com as they made the mistake. I talk to ****** at ************. She said I could stop payment which would cost me $25 and it would show non-sufficient funds on my account. It was their mistake. I am very unsatisfied with this outcome. They have lost my trust with this transaction. Please advise what I can do that they will not take more in the future. My home number is ************. Sincerely. ****** *****

Desired Settlement: If they have the means to take out a double payment they surely can refund the 2nd amount.

Consumer Response:

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

To ***** *****, In regards to complaint id # ********,  I have been in contact with Rocky Mountain Property Management on May 6, 2015.  I was informed that a recurring amount was checked  for the rent payment with Appfolio.com. when the portal was set up.   Therefore, the payment was made twice. I will be receiving a letter  showing that I am paid up to June 2015. This should resolve the dispute.  Thank you for your help with this matter. Sincerely,  ****** ***** 

Sent from Windows Mail

Business Response: We checked with the software company and it was the tenant who paid her rent twice. The way the system is set up the software company or our company can not access her bank account. The tenant set up a recurring payment and then did a one time transaction. We offered to refund the tenant one one's rent if she needed it, the tenant implied they were able to cover both payments and just show that we indeed had her money and she has a credit for next month's rent. Attached is her ledger. 

5/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My HOA switched management companies in January from this company to a different one. I had auto payments set up via my bank and had 3 payment processed before I could switch the information. I've called the company 3 times to resolve this and get a refund for the payments made to them in error and continue to have zero response from the company.

Desired Settlement: I want them to return the monies paid to them in error and that they have no claim to.

4/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Started calling and emailing RMPM 9 days ago to get information on a house, with no response and being in a rush to get a home for my family to move in, 5 days ago I sent in an application for the home, 35$. Yesterday I got a response from a person who processes applications, said my woman had to do an application as well. She submitted it this morning just in time for RMPM to email me and inform me the house that we paid $70 to apply for, has been put on hold by another customer as of yesterday.

Desired Settlement: 70$ returned to me, and to not allow my credit to be run.

Business Response: On RMPM’s Leasing Voice mail message the process
to see a property is clearly explained. Every potential Tenant must go
through a pre-qualification to see a property. The
first step in that pre-qualification is that every person over 18 who would
be living at the property must go through the application process.  Mr. ******
applied on 3/9/15 stating in the application he was applying with ***** **********.
RMPM could not process Mr. ******’s application without the other application
he stated should be there. As a courtesy we let Mr. ******
know on the 10th that we couldn't go any further with his
application because ***** hadn't yet applied. On the 13th at 9:32 AM *****
completed her application. At 10:00 AM a Reservation Deposit came in and the
property was taken off the Market. (Everything in the software system is time
stamped) Since this complaint was sent to the BBB the Reservation Deposit fell
through and on the 17th Mr. ****** was asked if he wanted RMPM
to continue running his and *****'s Application. He responded with a yes
and applications were run and they were approved but the ******’s have since decided not to continue to
pursue the property they had indicated they wanted to see.

Consumer Response: Complaint: ********

I am rejecting this response because:

I have attached the conversations that I had with ****** ******, with all the necessary time stamps, and emails.

March 6th, attempted phone contact
March 7th, attempted phone contact
March 8th, attempted phone contact
March 9th, 113 PM, received receipt from application submission
March 11th, emailed ****** ****** to find out the status of my application
March 12th, received email and was informed ***** needed to apply as well
March 13th 0932 AM, ***** submitted application
March 13th, 1104 AM received email from ****** stating that the property had been taken as of yesterday (the 12th)
March 13th, 1114 AM asked ****** not to proceed with submitting my application
March 17th, 0956 AM received email from ****** that property was available again
March 17th, 1001 AM emailed ******, "no thank you"

Regards,

**** ******

Business Response: Please have **** contact me at ************** and we will take care of him.

Consumer Response: Complaint: ********

I am rejecting this response because: I contacted you and it has been 9 days with no response. Is there anyone from the BBB monitoring this? Why are these people still in business? They have negative reviews all over the internet and I'm sure I'm not the first or the last person this is going to happen to!

Regards,

**** ******

1/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Rocky Mountain Property Management (RMPM) refuses to speak with me about a dispute I have concerning 2 security deposit checks which I had refused to sign for since I believe they are trying to keep as much money as the can or hope I just go away. I had moved out of their properties(Commercial Shop and storage) at the end of August 2014. I had contacted them many times since then to see when I could expect my security deposits back. After much back and forth I was finally informed that the checks were ready. This was on November 19th, 2014, about 79 days after my move out date. When I went to pick up the checks they wanted me to sign for them at the front desk. I looked at the checks first and noticed that one of the sheets with them showed a deduction for pro-rated rent for $420. I was informed by the receptionist that I would have to put any disputes in writing. I then sent them a Certified letter (one of many in the past, to get to this point in time). The most recent one, which was received by RMPM, on Monday November 21st, 2014 and was signed for at 11:43am (according to USPS). This letter asked for the rest of the money ($420) to be added to the checks and to contact me. I then received a letter in the mail, postmarked November 21st, 2014(same day they received mine) This envelope contained the 2 checks I had refused and nothing else. There was not a letter or any explanation with it. It seems to me they are trying to get me to take the checks without even getting back with me to discuss the situation. If you need more detailed info such as photos, written logs, and voice mail of what was said between RMPM employees and myself or of other inaccuracies/tactics, etc by RMPM please let me know.

Desired Settlement: I would like the correct adjusted amount of my security deposits returned to me as follows: Check for **** *********** *** ***** *** *** * *** ********* *** ***** in the amount of $120 Check for **** ** ********* *** ***** ** ** * ** ********* ** ***** in the amount of $504.29

Business Response: This is a case of a broken lease and the tenant is responsible for rent during the vacant days until the unit can be re-rented. All of this is spelled out in the lease. The security deposit count down of 60 days also does not start til the lease has ended which when a lease is broken is either the day the lease is up or a new tenant signs a new lease on the property in question. When have sent the checks and they were returned to us. There doesn't seem to be a dispute about anything except the pro rated rent. Below are the paragraphs from the lease that pertain to owing the rent.


10.          If
the premises are left vacant or tenant is evicted and any part of the rent
herein reserved be unpaid, then the Landlord 
may, without being obligated to so do, and without terminating this
lease, retake possession of the said premises and rent the same for such rent,
and upon such conditions as the Landlord may think best, and making such
changes and repairs as may be required, giving credit for the amount so
received less all expenses of such changes and repairs, and the Tenant shall be
liable for the balance of the rent herein reserved until the expiration of the
term of this lease.

 11.         The security deposit in the amount of $«Security_Deposit» plus
an additional $«Additional_Security_Deposit» shall
be returned to the Tenant, or written accounting made there for, listing the
exact reasons for the retention of any portion of the security deposit, within
sixty (60) days after termination of the lease, or surrender and acceptance of
the premises.  Landlord shall have the
right to retain all or a portion of the deposit to offset any rent which has
not been paid, including late fees.  The
Landlord shall make any written statement by mailing said statement to the last
known address of the Tenant.  Disputes
about the security deposit disposition must be made within sixty (60) days from
the date of the disposition notice or the tenant shall relinquish all rights to
further action.   


Business Response: There is nothing more to do if he want his money come to the office to get it or they will be mailed again.

Consumer Response: Complaint: ********

I am rejecting this response because:

Even if I am responsible for the rent after RMPM took back the key and I no longer had access to the property, there is still a discrepancy in the amount of the pro-rated rent.

Once the new tenants moved in, I am at that point in time, not responsible for any rent past that date. I know for sure, as I personally saw and spoke to the new tenants as they were moving some items into the property on September 15, 2014 (not sure if they were there prior to that date). With this being said, there were 16 days left in September (15th through 30th) that I do not owe rent for. Rent works out to $19.166666666 per day ($575(rent) divided by 30(days)). So, 16 days equals $306.666666665. This should be the correct amount owed minus the re-keying fee of $57.00 and utilities of $31.21, which should total $218.456666665. If I receive a check in the amount of $218.46 for **** ** ********* and $120 check for 1208 S. Cleveland we can end this matter at this time. I have done more than needed to get an honest and correct outcome to this dispute. It is up to you to end it here or take it to the next level.

Regards,

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

1/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, To my knowledge Home Owners Association property management companies must comply with all corporation laws within Colorado. I have attempted to have money that was incorrectly taken out of my bank account after I sold my home from the "****** **** ***" in Lafayette CO. All home sales information was sent to the HOA prior to closing which was on October 17th and again after they took out $210.75 from my bank account on October 24th. I have called multiple times weekly as well as emailing the assistant manager; ***** ********, to confirm the information as well as the address where the check is to be sent. I have emailed as well and have been repeatedly told they will return the amount in a check. The last direct conversation I had was via telephone November 19th 2014 and again they said a check would go out by the end of that week. It is now the 1st of December and still nothing has been sent to me. The company that is supposed to care for the ****** **** *** in Lafayette, CO is called Rocky Mountain Property Management Inc. Their address and phone information are below. I do not know what else to do to get them to comply in this matter and ask for your assistance. ?Rocky Mountain Property Management Inc. ?200 E. 7th Street, Suite #120, Loveland, CO 80537 Phone: (970) 669-0842 | Fax: (970) 669-4942 | Toll free: (877) 578-8524

Desired Settlement: Return of the full amount taken out of my bank account erroneously of $210.75 to me at **** ********* ** ***** *** ******** ** *****

Business Response: Check number 1526 for 210.75 was written to ******* ***** on Nov. 17th. THe HOA board did not sign the refund check and they will be asked to do it again tomorrow and hopefully it will be the mail. Please have ******* email me at ************** to ask me if it got signed and mailed.

Consumer Response: Complaint: ********

I am rejecting this response because: the check being sent reference for November 17th was 3 weeks ago and nothing has arrived yet. I have been attempting to get this resolved for 7 weeks total now.

Regards,

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

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I leased a property at 110 Luxury Lane on June 1, 2013. RMPM (***** *****) provided a follow-on one-year-lease on July 20, 2014. The conditions changed from the original lease. I sought clarity. ***** ***** stated that the conditions were non-negotiable and demanded I vacate the property by September 1, 2014. I verbally agreed yet failed to vacate until September 7, 2014. RMPM (***** *****) provided a statement of charges claiming that I owed over $4000.00 in damages, repairs, and fees. I requested arbitration with him in which he agreed. At arbitration he offered a 20% discount only as a "take-it-or-leave-it" offer. I made an offer to the home owner accepting partial responsibility for repairs and fees. RMPM (***** *****) refused to present the offer to the home owner and informed me that the debt would be reported to all three credit reporting agencies.

Desired Settlement: I make no attempt to reclaim the original $1750.00 security deposit and $200.00 pet fee as my intention was to have it applied to August 2014 rents and fees. I accept partial responsibility for overdue rents due to delays in vacating your property. I propose payment of $408.33 for overdue rents ($1750.00/30 days = $58.33/day, multiplied by 7 days (September 1st through the 7th…the date I was denied access to the property)). I accept partial responsibility for repairs to vanity and removal of ball python from your property in the amount of $200.00. I accept partial responsibility for unpaid utilities in the amount of $50.00 as documentation supporting the $125.00 charge was requested, yet not provided by RMPM. I accept NO responsibility for carpet cleaning, replacement of light bulbs, additional unpaid rents/fees, attorney fees, and notices. I paid $285.00 to have the total carpets professionally cleaned due to my incorrect interpretation of the lease. My wife and I left a 6-pack of bulbs upon vacating on September 7th. Landlord/Tenant relationship directly contributed to the failure to contract on the 2014-2015 lease and subsequent termination.

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had to contact Rocky Mountain property management on several occasions in order to try to get repairs done to the house I live in. The main issue has been with my heating and Air Conditioning. I contacted them about my heater being out in April, which took them 4 days in order to get someone out to fix the heat, requiring me to run heaters and the stove in my house to keep the house above freezing. They finally did send someone out after 4 days of repeated calls to both their emergency line as well as their main phone number. Their emergency maintenance line is never answered, no matter the day or time that you call and calls are not returned. In order to get any service at all you need to continually contact them. The second issue was the Air Conditioning for the house in May. With the summer and high heat entering the area, it was finally time to turn the AC back on. I noticed that when I turned the AC on in the house that only hot air was blowing out of the vents. I called Rocky Mountain property management in order to get service, trying both the emergency as well as the main line. Once again the emergency line was not responsive and never returned a call, then the main line took 5 days in order to get someone out to the house. They only responded after the toilet in the house broke, which they heard about early morning and still took them over a day to respond, which was not easy to live in a house that doesn't have a working toilet even for 24 hours. If it would have been a private home, you can have a plumber respond in a few hours for a not working bathroom. The bathroom would not have been an issue if there was a second bathroom. The last and final issue is their leasing procedure. I knew that my lease ended with them at the end of April 2014. I contacted them in February in order to try to get my yearly walk through and discuss a new lease if I was going to get one or not. They did not do the walk through until begging of April, and didn't do anything with a lease until Mid April which tried to raise the rates with an indication that I had to give at least 30 days written notice to move out, basically forcing me to stay by the time they got the notice out of a new lease even though I had been asking them for the lease for several months. They continue to try to get away with poor customer service with the excuse that they are understaffed, yet have no understanding or ability to work with their renters.

Desired Settlement: A credit or payment of $200 for being without Heat, AC and a functional bathroom. As well as the business to respond to the emergency line and handle the customers at a more timely fashion with both maintenance issues as well as other requests.

Business Response: We do apologize in regards to the wait for the tenant’s heat to be repaired.  After research, we found the work order was sent to the vendor immediately upon receipt.  As far as phone not being answered, our phone system is extremely busy and calls are returned as quickly as possible.  Our maintenance emergency line is not answered during normal business hours.  After hours, messages are listened  and then responded to as we receive many non-emergency calls on this number.  We do inform our tenants that maintenance requests should be in writing and emailed to ****************@rmpm.com so they may receive quicker service.  

Air conditioning is not and never has been handled as an emergency.  A work order is implemented and a vendor is notified to respond. 

Toilet, again a work order was completed immediately and a vendor contacted to respond.  The work order that the tenant placed stated, "The toilet in the only bathroom is taking hours to fill and must be full to flush."  Due to the details provided, this was not an emergency as the toilet still flushed.  Our vendor response time was within our parameters of repair for this service call. 

Leasing procedure - there is nothing in the tenant’s lease that states we have to offer a renewal or have a walk through when they demand.  This is at the discretion of the Landlord.  Please note tenant was on a month-to-month with no additional fees incurred.  

Tenant is very quick to state that we do not respond and have poor customer service when they do not follow their lease agreement.  We found that tenant had an unauthorized pet.  Per their lease agreement, all pets must be pre-approved through management and that the tenant will be charged $25 per day for any unauthorized cat.  Management never charged tenant any fees for the unauthorized pet, but did have them come into compliance by charging tenant a $25 monthly pet fee and $200 security deposit.  Later, management found that tenant replaced the cat with a dog.  Again, we did not charge the additional non-compliance fees.  Tenant is currently upset that he received another late fee due to not paying his pet fee.  
Management will also give their tenants a “one time” courtesy removal of late fees.  This tenant did receive that courtesy in January of 2013 in the amount of $110. 
Tenant’s request for a $200 refund will not be fulfilled as management has given this tenant numerous “customer service” discounts.  

 

Consumer Response: Complaint: ********

I am rejecting this response because:

This complaint comes from a Veteran as well as a single father with a solo income. 

As you can see, RMPM does not take responsibility for things that are considered errors on their part, but make sure to go after the tenant for anything they can. I have heard over and over that it is the vendors issue and that RMPM won't take responsibility when I know if it was a house I owned and I contacted a vendor that I would contact them again after the length of time that heat and the toilet had been out. I did return the call to RMPM to ask about the service, at which time the security indicated that they were still waiting on the work order to be created to contact the vendor. While I was OK with that answer to begin with as I understand human error, but after seeing that any error that I have is not looked at with the same like it is no longer an acceptable response. 

I have received the "It is the Vendors fault" reply for anything that you contact RMPM about. When I first moved in I found old food in the drawers, cat hair and dog hair throughout the entire house. Ended up having to shampoo the rugs on my own to make sure they were clean, yet I know when I move out that RMPM will try to charge me for every spec of dust they can find. When I contacted RMPM about this, their comment was "It was the vendor and we are no longer using that vendor". I don't know about anyone else, but RMPM at that point would be a the management aspect over all these said vendors and I guarantee that I couldn't go to my boss for work that should have been done by someone under me and say "Sorry it was the vendor" as my boss would expect me to have made sure the work was done being management and not expect excuses. Now there is human error and I was able to give that leeway to RMPM regarding all these issues, but they continue to have the same practices and then go after the tenant as much as possible. Leasing procedure response. - Tenant was not on a month to month at any time and I have all copies of the lease to show dates.  This will be the third year in this same house, with each lease being dated. The lease states that it needs at least 30 days notice for if you will stay or be vacating the property. The walk though is known of due to the first renewal of the lease, so instead of making it difficult on RMPM to do the yearly walk through before lease renewal the tenant was proactive with trying to schedule time in order for the walk through to be done. The first renewal brought out the excuse of "We are short staffed" so an attempt was made to try to help RMPM with this process of the walk though and renewal of the lease. Clearly they are again trying to blame the Tenant, but if they claim it was at some point on a month to month I can upload the lease as well as show a time line of contact to try to renew the lease in advance. I know they will retaliate for calling out their business practices in not doing a renewal which is why people just bend over and take RMPM business practices,  but several complaints already exist both from vendors and tenants regarding business practices and the morals of how the company is run. 

Pet reply - RMPM was made aware of a stray pet that was found and that a report had been filed with the Larimer Humane Society. The Larimer Humane Society said they did not have room to take the animal in  and asked if I could keep it while they tried to find a new home. I did ask RMPM if this would be a problem, which RMPM said it would not be an issue to keep the cat for a short time frame, again without any indication of what they thought would be a short time frame. They used knowing I had the cat as an excuse to enter and inspect the property without a notice, scaring my kids (13 and 9) that stay at home and were still in bed when they entered the property without making sure they were aware of their presence. At the time of talking to RMPM about the cat and looking at the $25 fee as well as the $200 deposit, it was strictly asked if it would be a problem once the cat was gone to switch it out with a dog and not have to pay the security deposit and able to apply the $25 fee to a dog since I was not a cat person.  Again RMPM indicated that this was not going to be a problem, yet now they are trying to say it is. RMPM was made aware of the switch from a cat to a dog as soon as the trade was done since they had already said that it was OK. 

Late fee response - RMPM is correct that I am upset with the $135 late fee due to being late with $25 pet fee. This amount of late fee is excessive and no other company or business would be able to charge such an excessive fee. As you have seen they are calling the amount that was late as the Pet fee and not rent even here, yet in order to get to the $135 late fee they claim that it was rent that was late.  I did drop off the $1100 rent due on the 27th of the month before showing a full intent to pay rent, giving them several days to send an email phone call snail mail out about the other $25. I admit I spaced the $25 fee due to an emergency trip when my aunt was put in the hospital from having a heart attack, but made an attempt to pay the rent before I left. Funny part is that on the day that RMPM could charge a fee, they were able to have the papers delivered by 9:30 am showing that certain vendors do not have any delay. I had taken care of the missing $25 by 12:30 am that same day as I felt bad that I had spaced it. When I asked for the late fee to be reduced due to human error and the family emergency, they were not willing to budge to at least a reasonable fee. At this point since they won't see human error as acceptable for the tenant and treat them fairly, then their isn't any reason to allow them to hide behind "It's the vendors fault" replies. 

Courtesy late fee removal response - RMPM did remove the late fee one time in the several years that I have been living in the house. I informed RMPM that I would be late on rent ahead of time after being laid off from a job I had worked at for 10 years. I indicated that rent would be late due to switching from a check from a company to Unemployment, which if anyone else has even done it isn't easy going from $75k a year to $14k a year and being paid by a government program. Though what RMPM doesn't state is that I paid 3 months of rent in advance when I got my severance package in anticipation of this event. 

I will admit that going from employment to unemployment was a difficult transaction, but being a single father of two kids is a rough task at that point when it is a solo income. 
The way that RMPM picks to treat tenants, needs to be addressed. If they don't have leeway in their fees  based on life events, then they shouldn't hide behind vendors as excuses of their failure. Even if you look though the BBB complaints you can see Vendors complaining and saying not to work with RMPM as well. I think that RMPM could easily bring up their morals and business practices and show Loveland that they are the business that you want to rent from and have manage your property. I guess since their are only 2 that do that service and they dominate the area, that it doesn't bother the owners or people that work there as to business practices.

This coming from a tenant that stayed at my last place for 8 years until the landlord needed to move in. I am a Veteran as well as a single father and take pride in where I live. Unfortunately, due to the likelihood of attempt at retaliation by RMPM when my lease is up I am sure they won't try to improve morals and business practices. As it has shown they don't take responsibility for the human error and try to hold the tenant to a higher responsibility.


Regards,

***** ******

Business Response: As we can understand the tenant's position regarding our vendors and their response time, we do not always have control of their schedules.  We try very hard to accommodate all tenant maintenance needs in a timely fashion, but this is not always possible when outside vendors are used.

Lease renewal walks - We would love to accommodate everyone's requests for walks, but this is impossible.  We are NOT short staffed, we schedule our time to our staff's schedule.

Pets - Our staff reported that they were not informed until after the fact on both of these pets.

Late fees - Please refer to your executed Lease Agreement regarding late fees and your acceptance of this policy when you executed your Lease.

Courtesy Late Fee - As we are sorry for your unemployment situation, we do have our policies set and they must be enforced equally for all tenants.  RMPM follows Fair Housing Guidelines.  This courtesy late fee is something that is not stated in our Lease.  This courtesy is offered to help out tenants when they are in need as a one time offer.

Unfortunately, the general public does not see all the positives we receive from most of our tenants and vendors, as they do not post those in the BBB or online.  Those positives far out weigh the negatives that are published.


Rocky Mountain Property management







 

Consumer Response: ***** ******** *** ******* ********** ************************ ********* ****************** *** ************************ ************************ ***** **** *** ** **** ** **** ** ******** *** *** **** * *** ******* **** *** ********* ********* *********

This dispute is not resolved and won't be resolved. They have now with held fixing my AC for three weeks to prove that they don't have to fix disputes. They did not pay anything for,not repairing the heat and toliet and only blame the vendors. This needs to be left open. 

7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May23/24 we suffered water damage in our rental property. By Saturday evening, May 24 the water had been removed and the drying process had begun. That process lasted until Friday, May 30 and Monday, June 2. Since that time, there has been NO EFFORT to get the problem resolved and get things back to normal. Two estimates have been given to ***** (office manager) and she refuses to get back to us with any kind of resolution. We just want our living conditons to be put back together. If this continues, then legal action is soon to follow.

Desired Settlement: To be done by Friday, June 20.

Business Response: As we completely understand the frustrations of the tenant, this was a natural disaster.  It is also a very expensive, non-insurance, claim for the homeowner to have had the the mitigation company respond immediately to begin drying out the home and testing the drywall for any asbestos.  Rocky Mountain Property Management is just a management company.  We have no authorization to do any thing more at this point but to follow our owner's instructions.

At the time of the flooding, the restoration company responded immediately during this holiday weekend, as they always gives us first response.  RMPM was there on the next business day to access damages, speak with the mitigation company, tenant and homeowner.  The tenant was informed at that time that we would do everything possible to resolve all of the flooding issues, but that it was a process.  RMPM, under the instruction of the homeowner, provided repair bids as the owner was going to get some of his own.  The owner decided that he would have his vendors do all of the repair work.  Again, RMPM has no authority to do any work at this level of expense without the homeowner's approval.

As far as RMPM not responding to the tenants, please see below for all of the response dates to the tenants:

May 27th:  Inspected home for damages and met with tenant.
June 2nd:  Email received from tenant
June 3rd:  RMPM responded to tenant
June 4th:  Email received from tenant
June 6th:  RMPM responded to tenant
June 9th:  Email received from tenant
June 10th:  RMPM responded to tenant
June 12th:  Email received from tenant
June 13th:  Email received from tenant

Please be reminded that vendors had been to the home during this time to access and provide RMPM and the owner with estimates for repair.  The tenants had also been speaking with the owner on a very regular basis.  The flooding to the home took place in the finished basement.  This home was in no way inhabitable, as the tenant had there whole main level to live in during this time. 

Consumer Response: Here is the balance of our rejection to RMPM.
 
The frustration caused by RMPM forced the tenants to call the property owner , it was through the owner that anything has been done. It was not on a regular basis as suggested by RMPM, as the owner was out of town on holiday. Due to the total lack of action on the part of RMPM it was a good thing the tenants were able to contact the owner and advise him of the damage, and have him speak personally with the restoration company. RMPM was not an active player in any of that, and  I question exactly what they did do other than respond to emails, which incidentally the tenant was told that was the ONLY WAY one could communicate with the representative. Please note that the emails shown on RMPM's RESPONSE SHEET were in reply to the emails initiated by the tenant to RMPM seeking information as to the status of the repairs requesting when, why, and what was happening, etc., With no information forth coming from RMPM concerning those issues, the tenants once again personally contacted the owner whereby bids and repairs for the property were finally begun  on or about June the 11th when the owner realized RMPM was not fulfilling their obligation to him nor the tenants.

Consumer Response: Complaint: ********

I am rejecting this response because:My first inclination is that this was NOT A NATURAL DISASTER, there are seven houses on the block where 4667 Foothills is located, this is the ONLY HOUSE THAT HAD THE BASEMENT FLOODED.  Part of the cause was beause of the terrain of the area, the water rushed to low spots located around the winow well, thus washing out areas around the foundation draining into the basement walls and window.  Second, we as tenants realize that it was/is an expensive repair and since it was surface water the insurance did not cover the damage.  Concidentally, we as tenants had the same insurance company (our contract with RMPM requires us to carry renters insurance); and I might add we had  thousands of dollars worth of personal property sitting in the water along with items from the tenants deceased mother which can not be replaced) we too thought the damage would be covered only to find out it wasn't, none the less the residence to be totally usable had to be put back in place exactly as it was prior to the water damage and the rental of the property by tenants.

I hestitate to know what RMPM calls IMMEDIATELY; the first call made to RMPM was at approximately 9:30 pm on the evening of the 23rd of May.  That call was made to their EMERGENCY NUMBER, NO ONE RETURNED THE CALL.  At 5:00 am and again at 5:30 am on the morning on the 24th, two more calls were made to the emergency number; in the meantime the tenant proceeded to contract restoration people on their own which they later canceled after RMPM then back at approximately 7:20 am that morning.  Therefore I fully rehect that they responded immediately.  When the individual called from RMPM she had no idea when the restoration comnpany would arrive saying "if you want to know you can call them yourselves" which of course we as tenants did.  The restoration company  provided by RMPM did not arrive until approximately 11:50 on the morning of the 24th; that is far from immediate.

RMPM was not here on the "next business day" as they claim, their represntative did not show up to access the damage until Wednesday, May 28th at approximately 12:30 pm; did a brief 10-15 minute walk through to "access the damage", took a few pictures which I can only assume were to be sent to the owner.  That was about it, the tenants were further unable to contact anyone at RMPM via phone on the 26th, 27th, or the 28th as no one was answering any of their phone lines at the office.   A process should not take weeks to accomplish it few days should be suyfficient to make decisions and gather additional bids from wendors if
that was the plan.  The tenant was never advisefd as to the status of anything from time frames to possible vendors.         

Regards,

*** ******

6/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have used RMPM for over five years regarding a rental property that we have in Loveland, CO. We sold the house and have consistently asked for funds to be send to us and they have not. Our lease was cancelled due to a tenant leaving early in late December. On January 1st, we set a letter to RMPM stating that we were canceling our contract with them in order to sell the house. In speaking with RMPM, we ensured that it would be a 30 day window before the contract was over. The house would then start to get ready to be on the market on February 1st in order to expedite the sale of the house. We had signed with a realtor and had everything ready to go. On February 14th, the house officially went up for sale and we went under contract on February 15th. Again, our contract with RMPM was over on February 1st. We received information that we were being charged the minimum $75 fee for the month of February even though we were not under contract. This same fee was again taken out of our reserves in March as well before I finally was able to stop it after constant calls and emails. In the process of selling the home, we also became aware of a fee due to the City of Loveland of $347.99. This was taken off of the money that we received after closing due to payments that had not been recovered by previous tenants. We recently received a check from RMPM (in the month of May, 4 months after the house was originally under contract) for the $205 dollars that we had in reserves. We received a promise within this letter that an additional $75 payment would be sent as well. Considering the timing of all of this, we have our doubts and felt it was in our best interest to file a complaint.

Desired Settlement: We are asking to get back our $75 fee for the month of February, $75 fee for the month of March, and the $347.99 that was charged to us as previous tenants had gotten away with not paying their bill and RMPM did nothing about this. This money was taken off of our closing statement when selling the house and paid back to the City of Loveland. In total, we are asking for $497.99.

Business Response: When the owner of the property inquired as to the February management fee, it was explained to him that he was charged due to the coordination of maintenance items that he wanted taken care of from the tenant move out.  He agreed with this charge.  The owner was informed that the March fee charged would be refunded due to the closing out of the management on this property.  The City of Loveland utilities were in the name of the tenant and RMPM never received any outstanding balances for this property.  The charges were discussed through email and the owner was to provide RMPM copies of the invoices so the tenant's security deposit would be charged.  No invoices were ever provided.  We suggest that the owner demand payment directly from the tenant. 

The Owner will be contacted this week as to the time frame he can expect the March management fee of $75.00.


Rocky Mountain Property Management

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rocky Mountain Property Management has refused to return monies incorrectly taken from the owner draw account on 2 rental properties for which RMPM provided property management services. I have requested return of these monies verbally (phone), e-mail, and in person at the office beginning in early August when I received the August monthly statement and noticed the discrepancies. I have received continued promises of refund of the monies but still have not received the monies after over a month of efforts. I have e-mailed ***** ******* and **** ******, rental property manager and owner, respectively, spoken on the phone and in person to *****, operations manager and my husband has spoken directly to **** ******, owner (dates and e-mail documentation available to BBB upon request). *** have promised to cut and sign the checks next week, however, I have not received any checks. Below are the monies due on the 2 properties (will provide exact addresses to BBB upon request): 1.$172.00: Duplicate Management Fee for SMD property deducted from owner draw on 7/18/2013 for month of July after the July fee was already deducted from the owner draw on 7/1/2013.2.$172.00: Management Fee for SMD property deducted from owner draw on 8/1/2013 for month of August when no management services were provided and contract had been terminated in July for failure to perform management duties in June and July. 3.$129.50: Management Fee for DFC property deducted from owner draw on 8/1/2013 for month of August when no management services were provided and contract had been terminated in July for failure to preform management duties in June and July. 4.$236.00: ********* repair charges for work performed by *** ******* ********* and **** for sprinkler repair activities on SMD due to RMPM negligence in not properly winterizing the sprinkler system.5.Additional repairs costs which are undetermined at this time for repair of sprinkler main line due to freeze damage resulting from RMPM negligence.

Desired Settlement: Return of funds outlined below:Total requested $709.50$172.00: Duplicate Management Fee for SMD property deducted from owner draw on 7/18/2013 for month of July after the July fee was already deducted from owner draw on 7/1/2013.$172.00: Management Fee for SMD property deducted from owner draw on 8/1/2013 for month of August when no management services were provided and contract had been terminated in July.$129.50: Management Fee for DFC property deducted from owner draw on 8/1/2013 for month of August when no management services were provided and contract had been terminated in July.$236.00: ********* repair changes from *** ******* ********* and **** for sprinkler repair activities on SMD due to RMPM negligence in not properly winterizing the sprinkler system.

Business Response: from: ***** ******** <**************>
to: ***** ***** <********************>
date: Tue, Sep 24, 2013 at 6:21 PM
subject: case #*******

We have responded over and over to Mrs. ******* but she does not like the answers. Here is our response.

On about July 22 RMPM was notified that the Mrs. ******* no longer wished to have RMPM manage her two properties. She indicated that she wanted the management agreement cancelled as of that moment. Mrs. ******* was told that that the agreement she signed states there must be a 30 day notice. (see attachement 1 pg 7 first paragraph) Since RMPM continued management, collecting rent in Aug and getting the tenant accounts ready for closing RMPM is due the management fees for Aug for both properties. Though her tenant accounts weren't due to be closed til Aug 22 as a curtesey RMPM did get her Tenant Accounts cleared out and the Tenant information requested passed onto her new management company  about 10 days early. This check comes from the Rental Division and can be expedited sometimes. We typically tell owners it could take up to 30 days after the contract ends to get them the non tenant portion of their money. We have to make sure all the bills are in before we close everything.

RMPM has discussed the sprinkler system issue at length with Mrs. ******* and per the vendor that was on site who wrote an e-mail explaining the problem with the system (see attachment 2) ****, ***** and myself, ***** all explained  this letter to her, shared this letter with her and since I was the last one to speak with her I thought we had a very clear understanding that RMPM would go ahead and credit her the portion attributed to RMPM by the Vendor which was  only $124 of the Bill. Mrs ******* does need to understand that there is no contract or legal obligation to do this but RMPM wishes do what we deem "right" to stand behind our work.

RMPM also had told Mrs. ******* she would get the extra management fee that was accidentally collected on her property in the amount of $172. (Rent was recorded as being collected twice in July then corrected to be July and Aug rent but the system automatically had already charged the second management fee on the erroneous second rent for July)

As I already stated we told Mrs. ******* she would get a check from RMPM in the amount of (172 + 124) $296, She wanted the check ASAP but unfortunately that's now how the system works. We have recently out sourced the bill paying for RMPM Corp which is where the refund must come from since it was RMPM Corp that collected this money. The process to  get a check written starts with approval in the office, then a submission to our vendor who is contracted to pay our bills. Checks are usually cut once a month after rents are collected and owners are paid about the middle of the month. Final approval then comes from the CEO before they are sent out. Mrs ******* check has final approval but since the complaint it is being held awaiting the outcome of this. If Mrs. ******* wants the check RMPM can have it ASAP as soon as this complaint is resolved and she is ready to accept the $296 which we had agreed to a few weeks ago which is the amount the check is written for.

***** ********
Rocky Mountain Property Management
************

Consumer Response: 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.

Regards,

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

Consumer Response: Rocky Mountain Property Management company did not winterize the sprinkler system for my rental property at 2974 Spring Mountain Drive, Loveland, CO. The mainline for the sprinkler system cracked and I paid for the repairs. RMPM has refused to reimburse me the money for the mainline repair. ($500). I have contacted RMPN multiple times and provided them with the statement of repair and bill from the sprinkler company without response or reimbursement.

Payment for the sprinkler repair of $500 which was caused by RMPM failure to winterize the sprinkler system for the rental property.

Business Response: This is an old dispute with the BBB. All parties agreed to a settlement and it's done. You can't come back later and say it really cost this much and I want more money, what's the point of settling. Had she used the original vendor that diagnosed the problem she would probably have some recourse with them to work out what needed to be done and stayed with in the quote. A settlement is a settlement. We paid her what we agreed to which she is not denying, she just wants more now and we are done talking about an old dispute.

Consumer Response: Complaint: *******

I am rejecting this response because:

I am rejecting this response because this is the wrong complaint.  Complaint #******* of 9/15/13 was for duplicate management fees and freeze damage to the backflow regulator of the sprinkler system ($236.00). This claim was in fact resolved and closed.

The correct complaint is #******* of 3/23/14.  This complaint is for freeze damage to the sprinkler system mainline which was not yet properly diagnosed or repaired when complaint #******* was filed in September 2013 (so it could not be part of complaint #*******).  The sprinkler mainline was broken from freeze damage and repair was performed in October 2013.   I have sent the statement ($500 on 10/3/13) to RMPM several times without response.  This is why I have now filed complaint #*******. 
 
In response to the statement by RMPM regarding the original vendor:  The original vendor claimed the location of the mainline break was in a location for which they had no visible evidence.  The vendor never located the break and only speculated on the location.  The original vendor wanted to charge $1200 to re-route the entire sprinkler line.  The actual repair vendor located the mainline break and performed the repair for only $500, which is the amount I am requesting.

Settlement on complaint #******* for the backflow regulator damage does not preclude me seeking funds for the remaining damages to the mainline that had not yet been repaired.

I am only asking for RMPM to step up, take responsibly for their error and pay for the resulting damage.  I am not looking for “more money”, just fair and responsible action by RMPM.  As a provider of services in the local Loveland community, I honestly cannot understand why RMPM would not want to resolve this issue in a positive manner.  RPMP failed to winterize the sprinkler system causing freeze damage to the backflow regulator and the sprinkler mainline.  Please pay for the damages and let’s move on.

Regards,

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

Business Response: In the original complaint the damage to the system was addressed by our vendor saying the damage to the system for not blowing it out was limited to the back flow value and our vendor gave detailed arguments for his thought process. (see original complaint). A resolution was accepted and we can not be held responsible again for the same issue. When you settle a dispute you can not later come back at a later date to revise it. Any discovery that needed to be done should have been done prior to accepting the resolution and we would have been a part of that discovery. At this point the issue has been resolved and will not be addressed again.

Consumer Response: Complaint: *******
I am rejecting this response because:

There are several confusing issues with this complaint.  The BBB has chosen to reopen a resolved past complaint and add this new complaint as additional information
to the old complaint.  This is the BBB policy when the same vendor and similar issue is involved, however it is causing confusion with resolution of the current request for $500 for repair of the broken sprinkler mainline from freeze damage.

The settlement requested in the old complaint was only for $236 for damages to the backflow regulator valve (and other items unrelated to the sprinkler system).  The old complaint was not for “all damages” to the sprinkler system.  The complaint and subsequent settlement was specific for the backflow regulator freeze damage and did not address the broken sprinkler mainline.  

This current complaint is for the remainder of the damage to the sprinkler system, a broken sprinkler mainline, also from the no winterization problem.  The mainline was finally repaired in October 2013.  This issue was not part of the original complaint in September 2013.

RMPM has attached an e-mail from the sprinkler vendor, All Terrain Ponds and Sprinkler, as their evidence that the mainline break was not related to the no winterization of the system.  Careful reading of the **** email states:

“…(the system {sic}) wasn’t WINTERIZED CORRECTLY at the previous seasons end.  We investigated for several hours and were UNABLE to precisely observe the leak.  We were however able to SPECULATE…..  Because of the elevated position of the (speculated {sic}) leak, and the lack of damage to the system at its lowest point, it is our OPINION…”.

All Terrain Ponds and Sprinkler company never found the break in the mainline and proposed an outrageously expensive solution to re-route the sprinkler mainline ($1200).  I hired a second opinion contractor who found the mainline break (contrary to **** speculation) in the backyard, at the low point of the system, and only a few feet from where **** had cut the mainline in an attempted repair process.   Hence, there is no longer speculation or opinion to be considered.  The determination of the actual location of the break and visualization of the damage to the mainline, clearly indicates the type of damage as freeze damage and therefore places the responsibility for the repair on RMPM.  I have sent the bill from the second opinion contractor to RMPM with details of the repair.  See attached bill (name removed for privacy).

Once again, I ask RMPM to take responsibility for the $500 in damages caused by the no winterization of the sprinkler system and not use the BBB policy of reopening closed complaint as a reason for not paying for the repairs.

Regards,

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

Business Response: Again we have already resolved this. No where was RMPM under any obligation to remedy this but RMPM attempted to do the right thing and returned Mrs. Dobbin's money for the sprinkler blow out. If we are not going to stick to the original settlement RMPM would like their money back. If Mrs. ******* is going to keep RMPM's money the settlement is final whether she did or did not find additional damage.

Consumer Response: Email: info@wynco.bbb.org

BBB Management,

RE:  Complaint #******* request for additional information for BBB Management review.

Thank you for the opportunity to provide additional information in the resolution of my complaint against RMPM.  I didn’t see a place to attach this additional information to the complaint so I am sending this information directly to you and making the assumption this response will not be made public due to the names and e-mail addresses. 

I have included all the e-mail correspondence I had with RMPM during 2013 and 2014 regarding the sprinkler issues.  It’s a little difficult to follow as there are several e-mail chains.  I have numbered each e-mail to make reading easier.  This information was not originally included in the complaint as it is not directly relevant to the fact of collection the $ for repair of the sprinkler system.  These e-mail chains explain the problems in more detail and demonstrated the communication difficulties I had with RMPM in getting resolution of the problems.   E-mails did not receive responses and in addition to the e-mails, I had many unreturned phone messages.  I had direct conversations with ***** ******* and **** ****** (owner), of which there is no documentation, nor was there resolution of the problems.  I understand it takes time to diagnosis these types of sprinkler problems.  I do not take issue with the timeframe, just the lack of comprehension of the issues and communication from RMPM.  I didn’t want to cloud the payment issue with these communication issues.

I also spoke directly with **** of **** who revealed RMPM didn’t winterize “a lot” of systems and “had a lot of problems”.  Of course, this was a verbal conversation without documentation.  After the determination of the location and repair for the mainline break in October 2013, I contacted **** asking them to revise their statement in their letter of the location of the break (attached documentation by RMPM).  Since they never found the break they should not say where it was located as if this is fact.  I never receive a response to my request.  Coincidentally, **** has the contract with RMPM for sprinkler service on all their properties and the landscaping contract for the HOAs RMPM handles.  In my last conversation with **** ****** in July 2013, he continued to pursue the $1200 repair option that I would be personally responsible for and let me know “I can probably speed up the timeframe of the repair if you’d like since I’m friends with the owner of ****”. 

I spent the entire summer of 2013 chasing the repair of the system.  The tenant even purchased a hose and sprinkler trying to keep the grass alive and the grass still died in 2 zones of the system.  I finally had to terminate RMPM services in the end of July.   

All of the above is just extraneous information.  Bottom line, RMPM did not winterize the sprinkler system in the fall of 2012 which resulted in freeze damage to the backflow valve and a broken sprinkler mainline in the backyard.  All I ask is RMPM to take responsibility for the $500 in repairs to the mainline and stop trying to blame the damage on other reasons, like the shrubs, or hide behind semantics of the original complaint from September 2013.

Consumer Response:

Better Business Bureau:

I would like my complaint ID *******, to be handled through an Arbitration hearing with BBB.

Regards,

 

Business Response:

Better Business Bureau:

I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID *******. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decided to pursue legally or via other avenues. 

Regards,

 

3/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi,I have a lease rental agreement with Rocky Mountain Property Management for a work shop. The lease started on the 1st of Jan. In the lease it states I am responsible for electric,gas, and weed control. These utilities are divide between my shop and another shop of the same square footage and go through RMPM first and then re-billed to us by them. I had received a statement for the January utilities at the end of February. The amount seemed to be extremely high. When I paid rent on March 1st, I included a note which stated I needed copies of the utility bills and for an explanation of how these were to be divided. It just so happened that on Monday, March 3rd, the woman (Rene'e Ohlmann), I deal with who does the leasing and such, was down at the shops. I spoke with her and explained that I felt the utility bill was extremely high and an error may have possibly occurred. She said she would look into it and get back to me. I had not heard back from her as of the end of Tuesday March 4th. When I showed up to the shop on Wednesday morning there was a notice on my door with her signature and a late fee for rent. I called to their office and had a hard time getting any live person let alone a direct line to her office. After leaving several messages on the main voice mail, I managed to get her main line and left a message. She had returned my call and left a message stating the bills were high since it had been a cold winter. I returned her call stating I would be more than happy to pay the bill once I receive copies of the bills and an explanation of how they are divided and all late fees removed. I had not received a call back since then. I sent a letter by certified mail on Monday, March 10 (Doc. Attached), asking for copies of the utility bills and why I was charged a late fee for the rent when we were still working on an unresolved issue which had nothing to do with the rent.The certified letter was received March, 10th around 11am. As of Friday, March 14th, I had not received a reply.

Desired Settlement: I would like to get monthly copies of any utility bills and a breakdown of how they are divided between my units and the others, before I make payment. I understand they need to add a fee for someone to do the paper work. I just feel I am being ripped off. And, with them avoiding all of my attempts to resolve this issue make me feel they are trying to hide something.I fear if I pursue this matter, they will retaliate with a Notice to Quit on my month to month storage units I also rent from them.

Consumer Response:

Hi,

I have resolved the dispute between myself and Rocky Mountain Property Management. I need to know what to do to cancel my complaint against them. The complaint is #*******.

Thanks,

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

###-###-####

Business Response: Our Director of Rentals talked directely to the Tenant and at the end of the call it was decided that he would resend the complaint or close it with a satisfied resolution.

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have had a few maintenance/health issues with our rental. Rocky Mountain Property Management continues to stand in the middle, but few issues are resolved. The landlord hired the management company because she doesn't want to honor the lease contract which states we are provided with a refrigerator, and the landlord is responsible for all maintenance. When the refrigerator we started with went out, she did replace it. However, the one she replaced it with was used and had not been refurbished. It smelled and had water in the door, which I removed and drained for a couple of weeks before I put it in my house. The door seal had a hole and never sealed properly. The first repair man that came out told me "its good enough for a rental." The 2nd refrigerator worked ok for a couple weeks, but you had to press the door closed in a few places to be sure it sealed. It soon began producing large amounts of condensation, filling the inside of the lower door, the bottom of the refrigerator, and running out onto the floor. I would have to remove everything from the bottom and drain it about every other day. I asked rocky Mountain property management to take care of it on numerous occasions, and was told that the landlord refused, claiming I had damaged it somehow by letting it sit in the garage. Last month it went out completely,and I lost a substantial amount of food and had to go buy a refrigerator off of craigslist. When I pulled the refrigerator out, the door was full of water and mold . one of my children is allergic to mold and has allergy-induced asthma. Rocky Mountain Property Management told me they would give the issue over to a manager who would resolve this if I gave them copies of all my previous text messages with the landlord. I delivered these documents to them in person, but they claim they never got them, and continue to simply say the landlord won't do anything.

Desired Settlement: I pay for a rental that includes a functioning refrigerator, and I expect to be provided with one. I would like to be refunded the amount I paid for the refrigerator, which was $75.00. I would also like $75.00 refunded for every month I went without a working refrigerator.

Business Response: The owner has credited the tenants' account $75.00 for the purchase of the refrigerator.  This has been discussed with the tenants and they are happy with this resolution. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business, and find that this resolution is satisfactory to me.

Regards,

**** ******

11/21/2013 Problems with Product/Service
10/9/2013 Problems with Product/Service | Complaint Details Unavailable
10/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I put in a rental applications for both my husband and I, on Monday September 30, 2013 to get approved to view a property we were interested in. There was a $35 per application fee I had to pay. I was told by a lady named *****, that I would hear back from them within a few days. I called back on Wednesday October 2, and talked to the main operator. She told me that they were "further investigating" on the applications, and would get back to me by Friday at the latest. After not hearing back from anyone on Friday, I called on Monday October 7 morning to speak to someone about that status of our applications. I did not reach anyone but phone so I left a message. I did not hear back from anyone on Monday. I then tried to call back on Tuesday, October 8 and left yet another message, and still got no returned phone call. I spoke to the operator today and stressed my concern, but she just transferred me back to ***** in the Leasing office to leave a message with her. I don't understand why not one of my phone calls have been returned. If we were denied, then I feel I should receive a call letting me know why. I did PAY for the applications to be processed, they were not free.

Desired Settlement: I would just like to get my $70 back for the application fees.

Consumer Response: from: ********* ****** <********************>
to: **********************
date: Wed, Oct 9, 2013 at 2:27 PM
subject: complaint #*******

I have just received a return e-mail from Rocky Mountain Property Management regarding our rental applications, and I would like to say that this has been resolved, but though it is still concerning to me the customer service I had experienced while dealing with this company.  

 
********* ******

Business Response: Applications were received on September 30, 2013 via our website.  At that time no application fees were submitted.  RMPM staff contacted applicants on that date informing them that we could not process their applications without paid application fees at which time they were paid.  On September 30, 2013 the applications were processed through On Site and came back noted, "Decline" due to criminal.  RMPM staff entered a dispute with On Site for clarification of the report.  Applicants were informed on this same date that the application process would take a few more days and that On Site gave an estimated time of the 4th or the 7th for return of the dispute. .  On Monday, October 7, 2013, applicants were informed by this office that we were still waiting for the response from On Site.  Another employee also spoke to the applicants and informed them of the same thing. On October 9, 2013 the criminal dispute was received by RMPM from On Site, once again stating, "Decline" due to criminal.  A message was left with ********* at the time of receipt of the decline and that applicants would be receiving via mail a letter with details.

Our leasing line here at RMPM is a very busy line and all attempts are made to answer incoming calls and return messages.

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company appears to be using application fees to scam people out of their money. I looked onnline at rental properties from thic company. I was interested in one so I contacted the office to ask about what I would need when filling out the application. I had secpcial circumstances since i had not job to put down as income so I asked what I would need to do and they said just fill it out it would be fine if I had money in bank accounts. Then for days I called and my calls were ignored until I blocked my number. once the call was finally answered I was told that I was not approved due to lack of income. I asked what I needed to do before I ever submitted the application and paid the fee and was assured I could submit it and it would be fine. Once the application was paid for my calls were ignored and I was denied. The total of application fees was $70.

Desired Settlement: I would like a refund of the $70 for the application fees. If I had been given appropriate information when I spoke to the office I would have been able to avoid paying the fees for a denied application.

Business Response: Money in the bank is a consideration along with many other factors such as income, credit history debt to income ratio and other things. Our paper lease packet and our online lease packet both state how the process works and some of the things taken into consideration. All the information from the application is feed into a 3rd party software that scores the applicant and this applicant was a fail.

I can assure ********* that we do not look at who is calling before we answer the phone. In our business we are inundated with phone calls (117 yesterday). Many times people do not leave messages and just keep calling back. We have changed our greeting to encourage them to leave messages. Our desk is manned from 9-5 every week day minus 11:30 to 12:30 for lunch so if somebody needs something they are always able to stop in.

Consumer Response: Complaint: *******

I am rejecting this response because:

As I stated in my complaint I was assured that the application would not fail or else I would not have submitted it. I checked what information was needed to ensure that the application would go through and was given the wrong information.  That is the fault of incompetent employees.  This incompetency could have left my family without a place to live had I actually listened to what your employee told me.  I put in the effort to find the correct and specific information I needed and it was not given to me.

Regards,

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

Business Response: Attached is a document that is handed out with our applications and the other attachment is from our website under "perspective tenants Q and A" They try to clarify how an application is processed and what criteria goes into making the decision on an approved or denied application. Our experienced staff is trained to only answer general questions on things that are considered in the application process like those outlined in the attachments but not whether someone will be approved or denied. A third party software determines the outcome and the staff in the leasing office has no way to control that outcome. The system is set up this way so our process is consistent across applicants so as to follow fair housing laws. In the attachments it also states very clearly that all application fees or processing fees are non-refundable no matter what the outcome. If a perspective tenant is denied, they are always welcome to submit in writting why we should consider them even though they were denied in case there is some additional information that they feel should be taken into consideration.

Consumer Response: Complaint: *******

I am rejecting this response because:

I understand what the paperwork says.  I wanted further clarification so I asked your staff who told me If I submitted an application with certain qualifications I would be approved.  I understand it was not her place to do this but it happened none the less.  Had she not told me this we would not have submitted these applications.  Since it was the fault of your staff for providing misinformation a refund should be issued and they should be reminded not to tell potential applicants things that are not true or are outside of their control.  If staff members are doing this of their own accord they are scamming potential customers and that is unethical and illegal.

Regards,

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

8/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rocky Mountain Property Management uses tenant security deposits for turnover costs and property maintenance rather than charging the property owners. I have received an unsigned letter dated 06/27/2013 from Rocky Mountain Property Management regarding my security deposit return for *** E *** ******* Out of my $950 deposit they are charging me for "detail" cleaning @ $255, re-keying @ $72.00, replacing window screens and vertical slats at $56.63 and general maintenance at $340.00. I lived in this house at *** E *** for one year. When I first moved in to this property it was dirty and filthy and I cleaned every cupboard, cleaned the carpets, and scrubbed the floors. I asked for a review of the condition of the property when I first moved in and received a xeroxed copy of a previous renter's checklist with someone's signature I could not read. While living in this property I tied back the vertical screens and carefully hung curtains as the vertical screens did not fit the window and were jammed in the window casing. I also noticed that there were some window screens missing but did not report this as the house was in generally poor repair to begin with. I left the property in better condition that I found it. Upon leaving the property I thoroughly cleaned every inch of this property including hiring a rug cleaning company. I left a receipt for the rug cleaning with the front office as I turned in my keys; this receipt was not included with this security deposit letter. The additional cleaning that Rocky Mountain Property contracted for was totally uncalled for. As they indicated in their this letter to me, this cleaning and the re-keying was to prepare the property for the next tenant... why then am I paying for this? They are charging me for their property maintenance and they should be charging the property owners if anybody. I faithfully paid my rent on time and kept the property in tip top shape including putting in some new grass seed (on a lawn that is nothing but weeds), moving and keeping up the snow removal. I have received a check for the balance of $226.37 and I expect the full deposit to be returned to me for $950.00 They should take responsibility for this property and not charge me for the general upkeep of this property. I expect a check for the remainder of my security deposit of $723.63. Sincerely, ****** * ***** XXX-XXX-XXXX

Desired Settlement: I expect Rocky Mountain Property to take responsibility as a property management company for the general upkeep of this property and not charge me as their tenant for damages that obviously occurred prior to my residency. I expect them to charge the property owners for cleaning and re-keying as they prepare the property for the next tenant. I expect to receive a full refund of my security deposit of $950; the outstanding amount is $723.63. This amount can be in the form of a check and mailed to me at **** ****** **** **** ********** ******** XXXXX. I also expect this to be taken car of in the next 30 days by *ugust 1, 2013. Thank you. ****** * ***** XXX-XXX-XXXX.

Business Response: Business Response /* (1000, 9, 2013/07/31) */ July 29, 2013 After our phone conversation and further review of your file, the following were my findings: 1. Upon move in to the above home, you were provided a copy of our Property Acceptance Form stating the condition of the home. This form was never completed by you or turned into our offices. Due to this fact, you agreed to our findings noted on the Property Acceptance Form. I have provided a copy for your review. 2. Cleaning Invoice of $255 - Property was accepted in "Good Condition" as noted on the Property Acceptance Form. Our cleaning contractor is a very reputable company and we do not dispute their charges. I am attaching a photo taken as an example of what needed cleaning, but as a courtesy, we will refund you one-half of the cleaning fee of $127.50. 3. Window Screens - Our notations on the Property Acceptance Form does not state any missing screens, but as a courtesy, we will refund the 3 screens together with the bathroom stopper in the amount of $51.31. 4. Vertical Blinds - Again, we did not receive the Property Acceptance Form stating that the blinds were broken at move-in. We only have a photo taken at move-out showing they were tapped on (photo enclosed). 5. Re-Key - Please refer to a copy of your enclosed Lease Agreement, #21 stating your re-key responsibility at move-out. 6. Maintenance Labor Charges - We will refund maintenance charges for the window screens and bathroom stopper in the amount of $60.00. As far as the remaining labor charges of $280, please note that our maintenance staff spent 7 hours cleaning the yard and dog run of branches, leaves and dog feces. Please refer to #2 of your Lease Agreement and the Home Maintenance Expectations/Guidelines accepting the responsibility of caring for the yard and #23 of your pet responsibilities. Attached please find photos showing the condition of the yard at move-out. Per the above findings, I am enclosing a refund of your security return in the amount of $238.81 representing the credit of cleaning, maintenance supplies and labor. Respectfully, Rocky Mountain Property Management

Consumer Response: ****** ***** ***** ** ** ******* **** ** **
I will accept the $238.81 in addition to the $226.37 already received. While I appreciate the additional time in reviewing accessing the property I do not agree fully with their assessment. Yes, I missed the re-keying in my lease, however, the yard was cleaned of dog feces when I left. I did not use the enclosed fenced area and kept my dog directly behind the house which was cleaned weekly. The enclosed fence area had tree limbs down when I moved in and maybe somebody else's dog had used that area.... it was so full of weeds from the beginning I couldn't find my dog in there!.

Anyway, I appreciate the phone call from Rene' and the effort to reassess the property. I am done with this and will accept this as the final resolution for the property deposit at *** * *** ** ********* **. Please send the check for $238.81 to **** ****** **** **** ********** ******** *****.

And thank you to the Better Business Bureau for representing my case.

Sincerely,

****** *****

7/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Staff has been unresponsive to phone and email requests for more information and details regarding status of security deposit. We, the tenants, did all of the proper move out procedures per our lease contract. This included getting the carpets cleaned professionally by a reputable company prior to vacating the apartment, managed by RMPM on April 29, 2013. We turned in our keys along with a receipt for the carpet cleaning on April 29, 2013 to the office of Rocky Mountain Property Management Company. A pre-move out inspection was performed in mid-April 2013; when we called and spoke with Liz about the results of this inspection we asked if we needed to do any additional cleaning/repairs before leaving. At this time we were informed that there was nothing additional to do before moving out. On April 30, 2013 Liz left a voicemail for me, one of the tenants, stating that they received the keys to the apartment but that the carpets were not "cleaned to their satisfaction" and we had to get them cleaned again or they would send their company's cleaners to do it, the charges being taken out of our security deposit. We called and left messages on April 30, 2013 and May 1, 2013 requesting the following: -More information about the issue -For the staff to check our move-in checklist where we noted damage/stains on the carpet and in the apartment We did not receive a call back. We called again on May 6, 2013 and reached *** on the phone. *** informed me that she did not know what the issue was with the carpets as she did not look at them herself. She also informed us that our move-in checklist had not been reviewed per our request. *** informed us that if we had not gotten the carpets cleaned again they would send their company's cleaners out there to clean them and we would be charged. I strongly requested that this not happen until they look at the move in checklist as well as the photos that were taken (with date stamps) on May 17, 2012 when we moved into the apartment. We emailed the move in photos taken of the carpet on May 6, 2013. We left messages on their office phone the evening of May 6, 2013 and then again on May 7, 2013 inquiring if the photos had been received. Liz left us a message on May 7, 2013 saying the photos had been received and they were forwarded along to the property manager. As of May 13, 2013, we have not heard any response back. This is a time sensitive issue. At this point, it has been two weeks since we have vacated the apartment. When we turned in the keys we were informed that we released liability for the property. We provided proper documentation of pre-existing damages to the carpet and apartment as well as carried out all necessary move out requirements per our lease agreement. Because of this, there should be no reason why we do not receive our security deposit back in full.

Desired Settlement: We do not want to be charged for an additional and unnecessary carpet cleaning as we have provided proper documentation for the cleaning on April 29, 2013. We would like to be notified in writing about the results of the move out inspection as well.

Business Response: Business Response /* (1000, 11, 2013/06/18) */ Per our lease contract and state law, we have 60 days to complete the security deposit disposition. The resident will receive an accounting of their security deposit within this time frame. Consumer Response /* (3000, 13, 2013/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We understand your business has 60 days to return our security deposit. As was mentioned in the original complaint, we did not want an additional charge taken out of our deposit for carpet cleaning that we already paid for and provided documentation of to your office. Still, according to the documentation your office sent us, an additional carpet cleaning was performed on May 3, 2013, which was deducted from our deposit amounting to $121. Per our lease contract, we as tenants are required to get the carpets professionally cleaned upon moving out. Per our lease contract, we as tenants have the right to choose a carpet cleaning company to clean the carpets and provide a receipt to your office documenting the service. This was done by us the tenants on April 29, 2013. There is no mention in the lease stating that your company has the right to deduct additional charges for carpet cleaning if they are not cleaned to your satisfaction. Your company owes us an additional $121. We provided written documentation refuting the charges taken out of our deposit to your office last Monday, June 17, 2013 and still have had no response. Business Response /* (4000, 21, 2013/07/22) */ At move-in, the tenant did complete a Property Acceptance form and did not indicate that there was any "browning" of the carpets. That form stated carpets were in G (good) condition. At the time the tenant moved-out and turned in keys, they provided the attached carpet cleaning receipt from ******* ****** ****** ***** As noted on this receipt, the vendor stated that there was "some discoloration that did not come out - stains". A move-out inspection was conducted and the carpet traffic areas had heavy browning which were not up to company standards. We did, out of courtesy, offer the tenant to have their carpet vendor return and re-clean the carpets in which they refused. We had no choice but to ask our vendor to return to clean these areas up. The attached ***** ****** Invoice states in their notes, "There is minor browning throughout high-traffic areas, in entire property. Went above and soil transfer as well as spot removal." Consumer Response /* (4200, 23, 2013/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) After we received a phone call from *** stating that we had to get the carpets cleaned again because they were not cleaned to your satisfaction, I called requesting more information.Your staff was unable to answer my questions as to why we were being required to get the carpets cleaned again. I requested photos and documentation of the carpets from the move-out inspection. I did not receive any information until after money was taken out of the deposit and the remainder sent back to us at the end of June. I specifically told *** that I did not want money taken out for additional cleaning until I got more information. It was not a "refusal," I requested more information on the situation, which I never received since your office was unresponsive to my multiple phone calls and emails. It should also be noted that I did email Liz with attached date stamped photos of the condition of the carpet upon moving in and did not receive a response. Neither the lease contract we had with your company nor the notice to vacate stated that if the carpets were not cleaned to your satisfaction that the tenants would be required to get them cleaned again or additional cleaning fees would be taken out of the deposit. Both documents state that the tenants are required to get the carpets professionally cleaned and provide a receipt to your office upon moving out; this was done on April 29, 2013. I did ask *** how she expected us to get the carpets cleaned again after we had turned in the keys, moved out of the city, and finished our lease contract with the company. *** could only tell me that the carpets were not cleaned to your satisfaction and if we did not get them cleaned again your company would take additional money out of the deposit. Your request was unreasonable and there was no basis for it in our lease or the notice to vacate. For these reasons, which I have stated multiple times, please refund the money taken out of our deposit for additional carpet cleaning.

4/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented from RMPM from 8-11/9-24-12. It was relayed to us through email by Yolanda Schmidt (case manager ) that if we turned in our keys and vacated the property of 626 Cameron Ct on 9-24-12 instead of 9-30-12 that we would be refunded about $324.50 not sure how she got that amount our payment was $1475 a month which would be $49.16 a day x 7 days is $344.16. We were assured that we would receive this amount with the return of our deposit. We told Mrs. Schmidt that we were nit interested in vacating early unless we were going to be prorated. We have copies of said emails. We waited until the Colorado statute of 60 days. I entered the office on 11-28-12 requesting the return of our deposit only to be told that we would have to wait until the end of the month which I believe to beyond the 60 day law as per how our contract with the company reads..it states that the 60 days begins from the day of vacate. I asked if they could tell me how much the amount of the check would be and they told me no that it was with the accountant and that if there where any issues once I received if to contact them right away. We received a check on 11-30-12. We have not cashed the check as it is not correct. We attempted to contact Ms Schmidt on 12-3-12 no return call. I contacted the office again on 12-5-12 being told I would have to talk to MsSchmidt I left another message and sent and email requesting the refund and explaining that we were charged twice for labor in the amount of $11.25. She returned an email on 12-6-12 stated she was called away from work and would handle things upon her return. I responded on 12-10-12 asking her to contact us asap, no response. I emailed again on 12-17-12 requesting that things be resolved by the end of the year. Ms Schmidt responded saying she had our file for review and would resolve things by the end of the year. We have received no further contact or resolution to date. We were also charged $94.87 for a mini blind that was very old and had a broken string.

Desired Settlement: DesiredSettlementID: Refund We are requesting a refund in the amount of $402.88 which includes $344.19 prorate for early vacate, $11.25 for labor charge, & $47.44 half the charge for the 10 year old mini blind string.Responsiveness of this company is very poor and I would not recommend anyone work with them. They were nothing but difficult since new ownership.

Business Response: Business Response /* (1000, 9, 2013/02/14) */ We have researched this situation as extensively as we could and have reached the following conclusions: 1) The 60 day time period for return of deposit starts from lease termination or date of surrender and acceptance whichever occurs LAST. RMPM did agree to let the tenant vacate early and hand in keys, however, this does not terminate the lease, rather, the lease termination would have remained the same and this was relayed to the tenant at the time. Therefore, the 60 day deposit accounting was not violated. 2) We have reviewed the maintenance charges that were withheld from the deposit, and we have ample support for the charges including the miniblind. Further, the tenant should have been charged for the unauthorized painting of one of the rooms in the house, but the decision was made not to pass this on. Therefore the charges should have actually been higher. However, it does appear that the tenant should be owed a refund of $344.17 for the prorated rent on the property. We concluded that this must have been an error on the part of RMPM and we are truly sorry for the oversight. While we have determined that the oversight stems from the fact that we provided an exception to our lease and our policy regarding only allowing move-outs at the end of the month, there is no excuse for the lack of response which could have allowed us to remedy this situation much quicker. Obviously, we all know mistakes are human, but we are embarrassed by the fact that this wasn't handled more appropriately. As a result, we will not only be providing the refunded prorated rent, but as a courtesy and demonstration of our sincere apologies for what the tenant has had to go through, RMPM will be covering all charges for the move-out and will refund those amounts to the tenant as well. Consumer Response /* (3000, 11, 2013/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want to have this case closed until I have in writing exactly how much they are refunding and that the refund will be sent to us immediately. Business Response /* (4000, 17, 2013/03/18) */ The ******'s will be receiving a refund of 628.14 which has been cut and will be sent with the payables batch this week.

2/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They don't fully disclose their contracts or give full details. When we were first given the lease contract, they didnt fully explain to us that we had to change the utilities to our names, therefore we were charged extra after the fact, and only after we were charged extra, did they tell us that it was because we hadnt change the utilites to our name. Also, 1 month ago, they sent us a paper telling us that we needed to move the trash cans to another area, they never gave us a time frame or told us that there would be a penalty if we didnt move them, and just 2 days ago, we got a notice with a $25 dollar fee about it when initally, they never warned us there would be a penalty, they just decided to impose it. When we call them, its very hard to to get a hold of someone. Also last summer we had problems with our neighbors because they'd be making so much noise at night, we went to their office, and only said to contact police, they never talked to the neighbors or did a follow up to see if our issue was resolved, we ended up calling police almost every weekend and file a police complaint instead. We also have heard of other neighbor's complain about their practices, that neightbor also has called them up and gone to talk to them, but they don't do anything about it or care to listen to them.

Desired Settlement: We just want clarity when they give their tenants a contract, they should tell us in advance about any fees that will apply to anything, and should answer and follow up with us when we need complain.

Business Response: Consumer Response /* (3130, 7, 2013/01/02) */ I have been charged $25 already and would like to have that refunded to me, they never warned me about a fee that would apply if i didnt move the trash cans. PLEASE HELP ME GET THIS RESOLVED, this business is making money off of anything they can and never inform their tenants about any future charges, this is sickening and someone needs to look into this and their practices Business Response /* (1000, 16, 2013/02/05) */ In regard to the concerns about utilities, we are certainly sorry that the tenant didn't fully understand their lease. However, section 7 of the lease they signed clearly states "It is expressly understand and agreed between landlord and tenant as follows: Tenant shall have responsibility for all:" and the lease lists the utilities the tenant is responsible for along with the appropriate utility company for each. Given this language, I'm not sure why the tenant assumed they would just get utilities included in their lease, but this is why we always provide written notification (also known as a posting) so as to be clear. This notification was done within the first 60 days of this tenant occupying the property. In regard to the notifications in regard to the trash cans and posting fees, section 12 of the tenants signed lease clearly states: "It is agreed that if the Tenant shall be...in default of any of the covenants or agreements herein contained to be performed by the Tenant, which default shall be uncorrected for a period of three (3) days after Landlord has given written notice thereof, Landlord may, at his option, without liability for trespass or for damages; enter into and upon said premises, or a portion thereof; declare the terms of this lease ended; repossess the said premises as of the Landlord's former estate; peacefully expel and remove the Tenant, those claiming under him, or any person or persons occupying the same and their effects; all without prejudice to any other remedies available to the Landlord for arrears of rent or breach of covenant. A $25 posting fee shall be charged for each lease violation which results in the need to post a demand for compliance notice." So, the lease clearly indicates that any time there is a lease violation, they will be provided a written notice giving them 3-days to remedy. Upon 3 days, we will typically return to verify that the violation has been remedied. At that time, we can either elect to file for eviction (typically only for substantial violations) or we can post another 3-day notice to remedy. Based upon the complaint, it sounds like this is exactly the process that was followed and the lease clearly states the $25 charge for these postings. We appreciate the tenant's request to better clarify the language of our lease, and we will certainly take this into account. However, based upon the complaint, it appears that our process, which is stated in the lease, was followed.

1/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A total inability to contact my wife or myself after just shy of a month. We were promised a responce within 4-5 days. Upon taking possession of the above property on October 1, we were told that the above home would be cleaned and in move in condition. We lost one day in the move in because the home was not cleaned as promised. We spent additional time and money for additional cleaning. The agent for the company even agreed that the carpet had to be re-cleaned. Also agreed by the carpet cleaning that the carpet had not been cleaned. A list of other issues was given to the agent that needed to be done. After a week, I called the owner, Mr. **** ******, and he told me he would get back to me in 4-5 days with a fair and equitable solution. We are still waiting for that phone call. In being fair to Mr. ******, he needed time to review all the issues. I do believe close to a month is a long enough period of time for a response.

Desired Settlement: A financial settlement on the first months rent or longer if the problems continue.

Business Response: Business Response /* (1000, 14, 2013/01/03) */ From: ****** ****** (mailto:*****@rmpm.com) Sent: Wednesday, January 02, 2013 5:15 PM To: *********** Subject: Re: BBB Case XXXXXXXX - ****** ****** Mr. ****** indicates in his complaint that they lost one day of use of the property due to additional cleaning that was being done as well as "additional time and money" although it is not identified how much additional time and money. We do not disagree that this additional cleaning was done and did delay use of the property for about a day. Although our lease specifically states that RMPM is not liable in the event that a property is not delivered on the date promised so long as it is delivered within 5 days of that date, RMPM will agree to credit the ******'s 2 days worth of rent as a courtesy for the loss in use and additional "time and money" spent. As for the other items on the list, these I believe were maintenance items and it is my understanding that any maintenance items that needed to be addressed were addressed and have been resolved. Thanks ****** ******,******,****** President PLEASE NOTE NEW ADDRESS: 200 E. 7th Street, Suite #120 Loveland, CO XXXXX (970) XXX-XXXX (voice) (970) XXX-XXXX (fax) *****@rmpm.com (email) http://www.rmpm.com (web)