Complaints

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

• Initial Complaint

  Date:04/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23252911
  
  I am rejecting this response because: This is a blatant lie. As *** has stated ALL of their call logs, texts, emails are recorded. I asked 5 separate times to express my concerns when speaking with ******* and she interrupted every time. 
  

  We in NO way were expecting money from rentals.
  

  Money wasnt even in the conversations. 
  

  We wanted an agent to be hands on and courteous.

  RPM was neither hands on nor were they courteous. 

  We chose not to do business with them because of their blatant lack of respect and common decency. They became hostile, which is a direct violation of their contract. Making any contractual agreement null and void. Never mind that they hadnt taken legal possession. As they are trying to make this an us issue. They could have easily let us go when we said, we arent a good fit. They chose to ignore us and fight back. 
  

  Then came on BBB to defame and slander my intentions of not working with them as theyre not a professional company (as seen in their response). Which others should know how they operate. 

  It makes no sense to bring up money (which we never asked for) and then to bring up our personal lives (which we hadnt disclosed). 
  

  Theyre saying my review was nasty however, in reality their behavior is appalling. My review was a testimony of my experience. I didnt elaborate or extend other than fact. 
  

   

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

  

  Business Response

  Date: 05/06/2025

  As of writing this response, it is now 33 days after we were scheduled to start managing the home.  We still have not been provided keys nor have they moved out.  We cannot manage property we cant get in to.  Pretty straightforward.
  
  It became very clear to us that ***** and ********* somehow expected to receive money from a renter without doing the basics like giving the manager the keys or moving out of the home.  That isnt how renting a home works, at its most basic.

  ***** ******** and ********* ****** signed a 12-month management agreement commencing 4/3/2025. They did not vacate the property and wanted us to start assessing needed rent ready repairs while they still lived there.  While that may sound reasonable at first glance, part of our job is to assess the rent-ready repairs, make the repairs,then accurately document the condition of the home prior to the tenant taking possession.  This is to protect the homeowner so that any health & safety concerns are addressed, the home meets reasonable standards of rent-ready condition, and that we have an accurate move-in condition report.  We cannot assess the condition of a floor, for example, when theres rugs and couches covering it.  We cannot assess the condition of a wall when pictures are still hanging.
  
  There is clearly a lot going on in ***** and Stephanies personal life that a property manager is not equipped to fix.  When we tried to accommodate a property condition review while still occupied, they responded by saying they wanted to cancel management.  As we had not violated any terms of the management agreement, they would be terminating a legal contract early, and the contract spelled out the cost of doing so.  Rather than listening or negotiating with us,********* took to trashing us on ****** and seems to think that if she makes up enough stories, she can break the contract. (All our calls are recorded by the way).
  
  We offered a mutual termination of management, with no penalty whatsoever, only asking that she take down the nasty ****** review, hoping to wipe our hands of the whole situation and move on.  Instead, ********* decided to then trash us on BBB.  ********* has done me the favor of providing the BBB with screenshots of the email so I dont have to. 
  
  Weve tried to give ********* every possible out but she insists on escalating.  Therefore, we have sent the matter to our legal counsel and hes going to handle things from here.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22906529
  
  I am rejecting this response because:

  My initial complaint was that it is like pulling teeth to get RPM to do anything. The maintenance completed, Particularly with the fridge, Took the entire duration of my lease to be corrected. I spent a lot of time going back-and-forth trying to get my fridge and working condition, and it took ELEVEN MONTHS until I had a functioning fridge in the unit. 

  You state My claim came with suspicious timing, that I did so over a fee being charged. As Stated in my claim, as well as to your office through multiple emails, I never received any notification from your office. No emails, no phone calls. Nothing EXCEPT the paper notice you reference. This Is how I know nobody in your office is actually reading any of the communications I send, including this complaint, because I never said I didn't receive a paper notice of entry. I asked for proof of attempt at communication before that paper was posted, which nobody was ever able to provide to me. It was only after multiple emails that I was provided a screenshot of the original email, with still no proof that there was any attempt at follow up contact (which the email stated there would be). 

  I have apologized for the foul language, and, it is clear you are using it as means to attack me instead of taking any responsibility for your shady business practices.

  Sincerely,
  
  ******* Hunting

  

  Business Response

  Date: 03/20/2025

  While Real Property Management Last Frontier does manage the Taku Drive property under a management contract, we do not own the property.  Therefore, we do not make maintenance decisions for the property.  Having said that, we show a long list of repairs made to Jocelyns unit during her tenancy,which contradicts her claims that maintenance isnt being carried out.
  
  Below is a list of repairs made to Ms. ******** apartment:
  Refrigerator repaired 03/07/2025.
  Leaking sink was fixed on 02/24/2025.
  Bedroom outlet was replaced 01/29/2025.
  Loss of water pressure restored 02/26/2025.
  Slow draining tub repaired 11/12/2024.
  Shifted door frame repaired 08/30/2024.
  Leaking sink repaired 07/30/2024.
  Lack of hot water 05/20/2024
  
  The timing of Ms. ******** complaint is suspect as it came the day after she was served a notice for an unpaid balance.  Additionally, as of 1/20/2025 Ms. ******** account has been put on a written communication only status due to excessive use of foul language.
  
  As for the allegation that we did not provide notice to enter, we keep exceptionally good records and have a picture of the notice posted which I will attach to this response.   

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pivot Maintenance and Real Property Management issued a notice to enter my home for repairs but failed to show up as scheduled. Despite this, I was still charged close to $150.00 in fees.Additionally, the property management team incorrectly billed me $50 for a key fob that I neither needed nor requested to enter my unit for maintenance work.It is crucial that these companies coordinate effectively to avoid such issues and prevent unnecessary charges to tenants.

  

  Business Response

  Date: 03/20/2025

  The charges for no-show and late fee were reversed on 09/05/2024. Proof attached.

• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20834435
  
  I am rejecting this response because:
  I had their corporate office correct their mistake. The landlord thinks that this company is incompetent. As someone who works with code I can tell you this was not an exaggeration. The fact that she stated that I am pulling classic tactics and trying to report on my finances is even more ridiculous and shows her inability to take responsibility and her lack of integrity. If I was making this up I would not have both USAA and ****** ******************** backing my claims up. Furthermore the landlord has had nothing but issues with this company. 
  

  The NSF fee is because she refused to let me switch banks and so I had to issue a stop payment. Again all of this can be backed up. 

  Furthermore when she talks about my exaggeration with the safety violations, I had to point out exactly what was a safety violation, not to mention that there were fire hazards and she refused to respond in a timely manner.

  I have had to drag tooth and nail to get them to do anything. All I am trying to do is share my experience so she can take accountability and to warn others of potential future issues.

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

  onditions and safety.

  

  Business Response

  Date: 11/30/2023

  As stated multiple times to the resident, our operating system does not allow us to initiate any payments on the tenants behalf.  Proof of this has been submitted to the BBB.  The tenant has twice now initiated payments with insufficient funds in their account.  Twice now we have given them the benefit of the doubt and reversed the *** fees.  The tenant continues to blame us for this issue, then pays rent late only to do the same thing the next rental due date.  All work orders have been addressed by qualified technicians in a timely manner.  This is a classic tactic of flooding the system with work orders then exaggerating the severity of the issues in order to draw attention away from the fact that they cannot meet their financial obligations.  Proof showing the timeline of work order completion has additionally been submitted to the BBB.   Real Property Management Last Frontier will not be reversing any more *** or late fees for this tenant moving forward.  We will do our job for the homeowner and continue to hold the tenant accountable for the terms of the lease.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon move out, per our lease agreement, we were supposed to have the unit professionally cleaned and have the carpets professionally cleaned and provide the receipts prior to moving out. It stated that if we chose a pre-approved professional cleaning company provided by them, and the unit subsequently required additional cleaning, they would address the issue with the cleaning company. Only if we did not use a pre-approved company, would we potentially be charged for additional cleaning. We of course decided to use their pre-approved companies in order to avoid any possibility of money being taken out of our deposit in the future. We got the unit cleaned a week prior and our carpets cleaned 3 days prior to moving out. We emailed RPM with our receipts prior to moving out. We also emailed them our move out inspection report with photos that were taken two days prior to moving out. RPM still took $1,100 of our deposit for additional cleaning that was needed because the place was 'filthy'. They would not show us their move out inspection report or photos of this supposed mess that was found. Not that it should matter anyway, seeing that if it was not cleaned properly, they would call *****. I took it upon myself to call ***** Cleaning and asked him if RPM even contacted him regarding this mess and he was absolutely stunned because he not only was not contacted, but he said he had had multiple calls in the last two months with this scenario. RPM claimed they used another cleaning company to re-clean the place instead of abiding by our contract and contacting ***** to re-do this supposed mess. We legally are owed that $1,100. They broke our lease agreement by keeping our money for cleaning.

  

  Business Response

  Date: 12/04/2023

  We have every property professionally cleaned prior to the tenant moving in.  Therefore, we require on the lease that the property is professionally cleaned upon move out.  We provide the tenants with recommend cleaning companies that we know do a good job with the agreement that if a cleaning company we recommended does a poor job, we will address the issue with the cleaning company, not the tenant. 
  There is more to this story however in the case of this particular tenant.  They gave notice to move out effective 7/31/2023.  Tenant provided receipt of professional cleaning however the receipt shows that cleaning was done on 7/25/2023.  The property was lived in for a full six days AFTER it had been cleaned.  Our detailed move out inspection showed that the property was no longer in a clean condition when it came back to us.  Therefore, the tenant was charged for additional cleaning.
  
  The tenant agrees in the lease to return the unit in the same condition it was given to them, normal wear and tear excluded.  It was given to them in a professionally cleaned, professionally cleaned carpet, and rent ready condition.  The tenants gave us back a home in which the carpets need to be cleaned, the lawn needed mowing, there were 7 light bulbs left burned out, the counters needed wiped, sweeping, mopping, vacuuming, cleaning out of cabinets, and disposal of left behind items.
  
  Move out inspection report and cleaning receipt submitted by tenant has been provided to the BBB as proof.