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:08/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Keyrenter Denver for mishandling my property and causing financial losses during a lease-only agreement.On June 30, I was told in writing by Phalisia ****** that all tenant move-in charges had been paid and that the deposit would be released within 35 business days. Later, I was told I owed $1,300 for cleaning and locksmith charges that were never approved or disclosed until after the tenant moved in. I also lost $650 in prorated rent due to delays caused by unresolved security ********* $250 contribution from the lease-up fee has not been returned, and neither has my security deposit. Additionally, I requested records of all security measures taken, including anything related to the lockbox, after my neighbor and the police informed me the lockbox was removed during a break-in. Ive received no such records.Keyrenter argues that they don't manage properties under lease-only services. However, if they had done a simple walkthrough or confirmed the unit was secure, these problems could have been avoided.Most concerning: I was offered $250 in exchange for removing my negative review. In writing, ***** ******** (Operations Manager) stated the credit was contingent on you removing your review. I find this inappropriate and unethical.Keyrenter claimed, we cant be in the business of paying for work completed on owners homes. I agree. I shouldnt be charged for issues caused by their lack of communication, security oversight, and misrepresentation of financial obligations.Resolution Requested:Refund of my $250 contribution Return of my security deposit or a full, legal deduction statement Documentation of all lockbox/security records Reimbursement of $650 lost rent I am willing to resolve this without further action but will escalate if necessary.Sincerely,**** ****

  Business Response

  Date: 08/13/2025

  Unfortunately, the break in occurred because of a faulty sliding door lock.  This was confirmed by a third party locksmith and is an owner responsibility.  Keyrenter Denver's lockboxes were never compromised.  Other reviews were requested to be removed, with the content of the review being dishonest in the owner describing things that simply never happened.

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23709760
  I am rejecting this response because the documented timeline clearly shows that no full-property cleaning was ever completed prior to the tenants move-in:
  6/21 Invoice #***** from All Aspects Cleaning lists carpet cleaning.
  6/23 Keyrenter staff informed me that cleaning could not be completed due to a power outage.
  7/1 Tenant entered the property and found it in a complete mess.
  The only invoice provided is for carpet cleaning. There is no invoice, receipt, or proof of a completed full-property cleaning. Your own communication on 6/23 confirms that even that service could not be performed directly contradicting the 6/21 billing entry.
  This establishes that:
  No documented cleaning occurred before occupancy.
  The unit was handed over in an unclean and unacceptable condition.
  The disruption to the tenants move-in, and all subsequent related costs (lost rent, additional cleaning, damages), were the result of your actions and omissions.
  Additionally:
  Keyrenter acted entirely on their own volition to arrange these services without my prior approval.
  Your claim that the break-in occurred via a sliding door lock is unfounded and fictional. I posed a hypothetical question regarding why the locksmith rekeyed the locks if the alleged point of entry had nothing to do with the locks this does not constitute confirmation of your version of events.
  I have been requesting for weeks now
  All invoices, receipts, or work orders for a completed full-property cleaning prior to move-in.
  Any photos or inspection reports showing the property immediately after cleaning.
  Written vendor confirmation from All Aspects Cleaning that the work was performed as billed.
  If no such documentation exists, then the cleaning was not completed as claimed. This is both a breach of duty of care and gross negligence.
  
  Sincerely,
  **** Mays 

  Business Response

  Date: 08/28/2025

  We're thankful to have had a constructive conversation with the owner to settle this dispute amicably, outside of BBB. 

• Initial Complaint

  Date:07/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our experience with Key Renter Denver has cost cost money and has not been a pleasant experience. Disorganization, misinformation, gaslighting and lies have contributed to us owing more money than what we were legally responsible for. The following issues are for which we are seeking repayment for: Failure to disclose one meter system prior to lease signage and within lease itself Inequitable distribution charges of utilities (included in emails) Multiple unauthorized entries > formal notice sent and included in emails Discriminatory *********************** mistreatment and attempt to make renters guilty for having 2 service animals > included in text message screen shots Unilateral decision making upon move out > early removal of trash cans, lack of alert formal notice for removal of trash cans and unauthorized deductions of trash removal > lack of repayment of full security deposit Service animal discriminatory behavior via text Failure to reimburse us for internet installation Failure to provide proof that building was up to code while living there Leaving unit in unclean conditions with black widow spiders scattered throughout unit > we want proof of a cleaning receipt We also want proof in writing that building was up to code throughout our lease period (February 2024-May 2025) We also want proof in accounting that we were re-paid for internet installation and utilities (we have not received this) We will also be pursuing our money via small claims court in ************, **

  Business Response

  Date: 07/28/2025

  Internet installation is a tenant responsibility. Attached is the security deposit disposition showing $496.12 deducted with $380 of that relating to trash removal of the items left behind, shown in the attached picture. The trash company does not pick up bulk items left outside of bins, such as the desk shown in our photo.
  
  The unauthorized entries mentioned were due to buyers agents accessing the backyard. This was disclosed to the agents, to not enter the back yard, on multiple platforms. To prevent this from happening we provided a lock for the gate that the tenants chose not to use. We are not aware of discriminatory behavior regarding the service animals. We were unaware of any code violations and were not notified of any issues. Further, with the previous owner selling the property, any code violations would been identified during the sale of the property and none were identified.

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 23593757
  
  I am rejecting this response because:
  
  Internet per our lease was included and stated in our lease and will be addressed in small claims court as we were not responsible for installation of internet, only to find out after the fact that internet was not installed--a charge that Key Renter attempted to pass off to my partner and I in which we will not be assuming responsibility for.  
  
  Most unlawful entries were occurring through touring the garage, therefore the lock was utilized but proved not to be a solution to the issue. The issue was not a lack of using the lock. As we were tenants of Unit B, we were not granted access to Unit A nor the garage. The garage contained a door in the back leading to the back yard of Unit B, our home which was indicative of the front yard of our Unit. Temporary fencing and gates were installed to prevent issues of where unit A ends and Unit B begins. The issues were consistently brought to the attention of Propety Manager ******** *******, a formal notice was sent on 03/01/2025 notifying Property Manager of issues on multiple occasions which were uploaded and showcased in our email threads. 
  
  Discriminatory behavior of service animals was provided in text exchanges from ******** ******* indicating how 2 of our service animals that assist with myself and my partners disabilities were considered to be not ideal to which ******** ******* had back pedaled once confronted about legality of her statements of her opinion regarding our service animals in which then she tried to state was the opinion of the owners of the house to avoid accountability of statement made. Text messages with ******** ******* have been provided and showcase this in the uploads provided from initial complaint. 
  
  Trash removal: we were not notified in advance of storage bins preliminary removed and warning of trash removal options were not provided in advance. There were not any initiatives to come to amicable solution to this issue. Per the picture provided it also appears that items that did not belong to us were placed on the side of the road as well as that fact that we were never in ownership of the dresser provided in that photo. Had storage bins not been preliminarily removed, there would not have been overflow nor a need for trash removal service in the first place. 
  
  Key Renter Denver did not respond to the issues of mishandling utility distribution charges was not mentioned in the response. In small claims court, we will be requesting an audit of Key Renter Denver for their overcharges as one had already been uploaded on my end breaking down the overcharge payments. Key Renter Denver did not provide us reimbursement of the overcharge. They also did not disclose the fact that both units were billed on a one meter system, which will be pursued in small claims court. 
  
  Cleaning receipt prior to our move in was not provided in uploaded response. Condition of Unit B was also left out of response of Key Renter Denver from our move in checklist with photos indicative of the poor state that the apartment unit was left in in addition to the previous tenant leaving dog f**** across the yard. Evidence of this was provided in the ZTenant portal application for tenants to provide communication to property manager and Key Renter Denver. 
  
  Concerns of condition of apartment were in fact brought to the attention of Key Renter Denver upon move in check list via our tenant portal via ZTenant app. Photo uploads were provided. Text message exchanges with property manger ******** ******* were uploaded indicating our unsatisfactory assessment of the state that Unit B was left in for us on our move in date and after. These were also uploaded to BBB. 
  
  Due to a continuous lack of professionalism, and continuous misrepresentation of factual encounters, the remaining issues will now be motioned to small claims court for recovery of outstanding balance on Key Rental Denvers end. 
  
  The patterns of these issues can also be found in the previous BBB complaints in addition to numerous ****** Review complaints regarding similar issues experienced to my partner and Is situation.
  
  Given our attempt to come to an amicable solution via BBB, we will be proceeding with the outstanding money that is owed to us and requests of audits listed in initial complaint and rejection of Key Renter Denvers response will be provided in Small Claims court.
  
  
  
  Sincerely,
  
  ****** ************

• Initial Complaint

  Date:04/27/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is unacceptable. Our experience with Keyrenter Denver was a complete and utter failure. Their dereliction of duty resulted in significant financial loss and property damage, totaling $20,000. Keyrenter's negligence in tenant screening and subsequent inaction allowed a situation to escalate to the point where the ********************** was compelled to hire private security due to the tenant's disruptive and illegal activities, including blatant drug use and theft.Furthermore, Keyrenter offered nothing but a litany of excuses for their inability to manage the property effectively, failing to collect funds, remove the problematic tenant, or protect our investment. To add insult to injury, they have now attempted to pass all damage costs onto us, the owners.This level of incompetence, unprofessionalism, and sheer laziness is beyond comprehension. Keyrenter Denver is unequivocally the worst property management company we have ever encountered. We demand a thorough explanation and a swift resolution to this egregious mismanagement of our property.All emails from HOA as well as pictures of damage as well as emails from Keyrenter telling me they cannot/will not do anything to help are available.

  Business Response

  Date: 05/09/2025

  The owner's perception was that, as a property manager, we could guarantee a tenant's actions.  This is an unfortunate situation where a tenant did not do, per the lease, what they agreed to do.  We took all corrective and disciplinary action that is possible under Colorado state law.  When the owner failed to have sufficient funds to pay for work that was completed on their property, we offered a payment plan to continue to work with them in Good Faith. 

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23255541
  
  I am rejecting this response because: Keyrenter continues to fail at providing answers to neglect and is now threaten to send a bill they caused, and expect me to pay, that I have been paying on to collections if I do not remove my ****** reviews. Further I have paid this bill in full now to continue to purse this company in any way possible. I have hundreds of emails, receipts, and pictures of my property that they failed to protect causing me over 20K in damage. 
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 05/12/2025

  This email serves as a formal complaint regarding the significant breach of contract and demonstrable negligence by Keyrenter in their management of our property located at ******************** 703 Denver *** We entered into a contract with Keyrenter, a copy of which is attached for your review, with the explicit understanding that they would protect our property and diligently collect dues. Their failure to uphold these responsibilities has resulted in substantial financial damages exceeding $20,000 from both damages, failure to collect rental fees, and extra fees incurred from the *** for damage to the property.
  While Keyrenter covered $5,000 of the damages, they subsequently demanded reimbursement, which, as evidenced by the attached documentation, has been fulfilled. Despite this partial coverage, the core issues stemming from Keyrenter's negligence remain unresolved.
  Our property, entrusted to Keyrenter's professional management, experienced a series of severe incidents that were not adequately addressed. These include:
  Multiple drug complaints filed against the tenant.
  Numerous visits by the Denver ***************** to the property.
  Recurring *** violations and associated fees.
  The *** incurring the expense of hiring private security due to tenant-related issues.
  Incidents of mail theft and unauthorized entry into the building by the tenant's acquaintance.
  Despite these escalating problems, Keyrenter failed to take appropriate action. Instead of initiating timely eviction proceedings, Keyrenter advised us against collecting rent, suggesting we allow the tenant to reside rent-free in the hope of their eventual departure at the lease end. This inaction only exacerbated the situation, allowing further damage to accrue. We possess extensive photographic and documentary evidence, including hundreds of pictures of property damage, instances of fire alarm misuse, broken glass, and official complaints from our **********************, which substantiates these claims.
  Furthermore, Keyrenter failed to ensure continuous insurance coverage for the property. Despite providing initial insurance paperwork (attached), they neglected to confirm premium payments. Consequently, when an insurance claim became necessary due to the damages incurred, we discovered that no active insurance policy was in place. Our repeated requests for confirmation of ongoing insurance coverage were ignored.
  Most recently, Keyrenter has engaged in unprofessional and potentially unethical behavior by threatening to transfer our timely payments to collections as a means of coercing us into removing negative reviews and complaints filed with agencies such as the Better Business Bureau.
  We have attached the relevant contract and payment confirmation for your immediate review. Please advise if you require any further information or documentation at this stage to investigate this serious matter.
  We trust that you will take swift and decisive action to address Keyrenter's negligence and the significant financial losses we have incurred as a direct result of their dereliction of duty. We are committed to ensuring that other property owners are not subjected to similar mismanagement and resulting harm.
  Thank you for your attention to this critical issue.
  Sincerely,
  **** ******

  Business Response

  Date: 05/16/2025

  We're rejecting the owner's comments of "suggesting we allow the tenant to reside rent-free".  As we are compensated from rent collected, this would ultimately mean that we're suggesting that we work for free.  Suggesting that a tenant resides rent-free is something that we would never recommend.  This information is false.  
  
  The insurance information provided by the owner shows that the tenant had an insurance policy that continued to the lease end date.  Contradicting the owner's claims. 

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service 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.

  July 2023 we moved in a duplex that was not cleaned, the carpets were disgusting, windows that still do not open in the basement, no fire extinguisher, and cigarette and pot smoke throughout the entire place. Keyrenter did not address any of this prior to our move in. Ive attached several emails that contain all of the issues. They have done the bare minimum to resolve most things. Now that the cigarette smell is coming back, they are claiming there is nothing that can be done since the nextdoor tenants have moved out, theres nothing to be concerned about. We have two boys in the home and I am five months pregnant and it seems highly unreasonable to be still living like this 11 months later. There are studies done on third hand smoke and the harm it can cause, especially in children and pregnant women. (Emails and screenshots attached)We also signed a new lease because we cannot afford to move in this economy and we have requested to otp out of the optional residence benefit package, but ****** is stating that its required. Ive also attached pictures of this conversation and the lease regarding RBP and I got a different response every time as to why we could not opt out. I am attempting to avoid court through this complaint, but will take all necessary measures to get these issues resolved.

  Business Response

  Date: 06/17/2024

  Thank you for bringing these issues to our attention. We take all concerns seriously and strive to address them promptly and effectively. I would like to clarify the steps we have taken to resolve the problems you mentioned and provide some additional context.
  
  In the move in inspection, we acknowledge that you notated the carpet not feeling clean and the home smelling of smoke. In response, we arranged for the carpets to be cleaned and specifically treated for odors after your move-in. This was a second cleaning following the one conducted by the previous tenants, for which we have a proof of receipt. Additionally, we had the ducts cleaned and removed old carpet that the owner had been storing on the property. The original issue of cigarette and pot smoke was primarily due to the neighboring tenants, who have since moved out.
  
  We understand that these issues are particularly concerning given your pregnancy and the presence of your two children. Please rest assured that we are committed to ensuring your home is safe and healthy. We appreciate your patience and cooperation as we continue to work on resolving these matters.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21841997
  
  I am rejecting this response because:
  The carpets were cleaned in August 2023, the tenants that were causing the issue did not move out until December 2023 and during that time they were still continuing to smoke inside the house and I have emails to ****** from that time showing that I complained back then.
  

  And I also have proof about the *** stating we want to opt out per the lease agreement , PRIOR to it being approved by Keyrenter.
  

  The screenshots attached are from Keyrenters vendor who was sent to our place for the carpets. The screenshots are from 6/13/2024. Hes stating that much more work CAN and should be done to remove the smell entirely.
  

   

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

  Business Response

  Date: 07/05/2024

   We appreciate your patience and cooperation as we continue to work on resolving these matters.  RBP is a requirement of our lease.  We understand that you requested to Opt out prior to the lease, however, that is not an option. 

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21841997
  
  I am rejecting this response because as attached, the lease agreement DOES in fact state that termination of the *** can be terminated at the renewal of a lease. 
  

  Again, it is clearly stated, (3) shall terminate only upon termination of the Lease, or upon the renewal of the Lease without the inclusion of ***.
  
  I am not sure how that is any less clear that termination is an option.

   

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

  Business Response

  Date: 07/15/2024

  "upon the renewal of the Lease without the inclusion of RBP" would mean that a new lease is issued without RBP written into the lease.  Our lease does not include a version without RBP, therefore, it is not possible to have an exclusion.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21841997
  
  I am rejecting this response because if that is the case it is very misleading and I do not believe a judge would view it as youre describing. This benefit offers zero benefit to us as we do not need any of the services that are offered here and is not something that we agreed to.

  Again, with every response I have been given, a different answer is provided. With the inconsistency within the responses alone, I believe a judge would absolutely favor on our side.

   

  Tenant and Landlord mutually agree that the *** is defined based on the
  listed services below and variations of
  inclusions may exist due to property specifications and elections requested by Tenant. Tenant acknowledges and agrees that (1) all services listed below are part of the ***, (2) are made at the Tenant's request and shall be effective for the Term of the Lease, and (3) shall terminate only upon termination of the Lease, or upon the renewal of the Lease without the inclusion of ***.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/07/2024

  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.

  I am filing this complaint to report the numerous negative experiences I have had with my property manager, *****, and the company, Keyrenter Denver.Upon moving in, ***** and Keyrenter Denver prompted us to leave a positive review, which now seems like a complete scam. Despite the initial assurances, the reality of our living conditions has been extremely disappointing and frustrating.Firstly, we went 9 straight days without a furnace in the middle of two different blizzards because the maintenance workers never showed up. Despite our freezing conditions, ***** insisted he did everything "he could to help us," yet nothing was resolved.More recently, a neighbor's tree fell and knocked out our power and internet cables. It has now been 6 days without a single person coming out to address the problem. Again, ***** assured us that he was on top of it, but no action has been taken.Throughout our tenancy, the issues we reported were never resolved, and every single time, ***** and Keyrenter Denver blamed us instead of taking responsibility. Their incompetence and lack of accountability have made living here a nightmare.I am extremely upset with myself for ignoring all the real negative reviews at first, thinking these things would never happen to me. I urge potential renters to be wary of this property manager and Keyrenter Denver. The stress and frustration caused by their poor management practices are not worth it.I seek resolution in the form of prompt and effective maintenance of the property, accountability for the issues caused, and a refund or compensation for the extended periods without essential services like heating and electricity.

  Business Response

  Date: 06/07/2024

  ****** has communicated that they will be deleting this review. 

• Initial Complaint

  Date:05/23/2024

  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.

  They said they will get back to me today and never did. Then ****** said oh sorry your not gonna get this place. Because someone else already got it with no warning. I am here waiting for two days with no where to go and my family is suffering. My fiance put in an application and we have been waiting. Just to say we are cancelled

  Business Response

  Date: 05/24/2024

  Thank you for your feedback. We apologize for any inconvenience you experienced. At Keyrenter Denver, we operate on a first-come, first-served basis on our applications. However, if we are unable to process your application, we ensure a full refund.  We operate this way to stay in full compliance with fair housing laws even though we know some delays may occur from time to time.
  
  Your refund has already been processed and you should see the funds returned to your account shortly. If you have any further questions or concerns, please do not hesitate to contact us at ************.
  
  Thank you for your understanding and patience.

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **SEE DOCUMENTS ATTACHED** = FULL TIMELINE & DETAILED INFORMATION OUTLING THE NATURE OF THE DISPUTES and Communications RELATED TO THIS COMPLAINT.I am a recent victim of KeyRenter Property Management Denvers fraudulent business practices. After my lease with them ended on February 11, 2024 I had been in communication with my assigned contact, *******************************, whom I was disputing unjustified move out charges she was deducting from my security deposit disposition. For weeks after move out, ******** and I were emailing back and forth regarding the charges I was disputing. I have been very thorough with ********, providing extensive details to the charges I was disputing, provided all the timestamped pictures and receipts she requested.February 26 2024 at 9:15 AM: ******** asked me for a timestamp of the picture I had proving the front yard charges were unjustified as I didnt leave the front yard in the condition she had claimed I did.February 26, 2024 at 11:42 AM: I provided the screenshot from my iPhone which shows the timestamp when that photo was taken, which I explained was the last time I was at the property.While waiting to hear back from ******** on the disputes, she stopped communications with me regarding everything we had covered in the recent weeks. I was under the impression she was working diligently on the disputes.March 8, 2024: I received an automated email that the security deposit disposition was being returned to me, however all the charges I disputed with ******** were still being charged. KeyRenter Property Management Denver ultimately ignored all my communications, was unwilling to cooperate, deducted unjustifiable charges from my security deposit and deducted a prorated February water charge which was overbilled.KeyRenter of Denver ignored my evidence and disputes, fraudulently deducted $751.63 from my security deposit, which I am seeking a return of my owed money in full, $751.63.

  Business Response

  Date: 03/21/2024

  The move-out inspection took place on 02/12/2024, and it revealed that there were items and trash left in front of the unit, and the cleaning rating was 2.5 out of 5. The tenant contacted us to inquire about the security deposit, and we informed her about the items that we would be charging for. The tenant provided a cleaning receipt of $200.00, however, this cleaning proved inadequate, leaving us in the position to have the property professionally cleaned based on the condition of the property at the time of the move. We provided the tenant date-stamped pictures from the move-out inspection conducted on 02/12/2024 and on 02/21/2024 from a move-in inspection of the items that were in front of the home that had not been removed from the property.  Unfortunately, when items and trash are left behind and abandoned at the property, we must hire someone to remove those items. 

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21453947
  
  I am rejecting this response because: Once again KeyRenter of Denver has ignored all the details surrounding this complaint and three disputes associated. KeyRenter of Denver has treated me with unfair and unjust service, I ask this matter to be escalated further. I was manipulated, misled, and misguided by KeyRenter of Denver as they presented me with false information, manipulation of lease terms, proceeded with unjustified charges withheld from security deposit return, and provided misleading moveout guideline instructions that they did not honor themselves.

  **Please see uploaded document titled "***************************** BBB response 3.22.24" for extensive evidence backing my complaint.**

  Additional references uploaded, specifically pdf titled "Gmail - Re_SECURITY DEPOSIT Communications regarding Security Deposit Disputes" showcases the email thread I had with KeyRenter of Denver regarding my disputed charges which they ultimately ignored and abruptly stopped communication with me after I provided them with all the materials they requested from me. 

  KeyRenter of Denvers actions throughout this process showcase manipulation of security deposit disposition, misleading information per lease terms, furthermore illustrating they never planned to return my security deposit in full and never showed intention to honorably acknowledge and investigate my disputes,receipts, timestamps, and/or details. 

  Requesting Refund of Charges withheld from my security deposit in the amount of $751.63 as said charges were manipulated and unjustified, I was misled and presented false information by KeyRenter of Denver.

  *** IMPORTANT *** Please see uploaded document titled "***************************** BBB response 3.22.24" for extensive evidence backing my complaint and reasons I am rejecting KeyRenter of Denver BBB response.***

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

  Business Response

  Date: 03/27/2024

  In the tenant's response and photos show the items left behind by the tenant.  We must pay to have those items removed.  The $200 cleaning that the tenant paid for was not an adequate cleaning.  Based on our experience, a thorough deep cleaning will cost much more.  $200 is closer to the range of a "wipe down cleaning". 

  Customer Answer

  Date: 03/27/2024

  
  Complaint: 21453947
  
  I am rejecting this response because: KeyRenter of Denver failed to follow lease terms, provided false & misleading information, misguide exiting tenants, and fraudulently manipulate security deposit returns. 
  I was manipulated, misled, and misguided by KeyRenter of Denver as they presented me with false information, manipulation of lease terms,unjustified withholding of security deposit return charges, and misleading moveout guideline instructions that they did not honor themselves. Kindly find extensive detail pertaining to the ** 3 **disputes below.
  
  *** 1. DISPUTE - CLEANING CHARGES: ***
  I was manipulated, misled, and misguided by KeyRenter of Denver as they presented me with false information, manipulation of lease terms, and misleading moveout guideline instructions that they did not honor themselves.
  
  ** KeyRenter of Denver provided me a moveout checklist and instructions for cleaning. Checklist had a list of everything needed cleaned. Instructions state I could hire my own cleaners, which I did. I and the cleaners thoroughly followed the checklist instructions I was provided by KeyRenters.
  
  ** Lease terms state: At the time the Lease is terminated, Resident shall thoroughly clean the Premises, appliances, and fixtures, such that the Premises will be returned in the same condition that it was in when the Lease commenced= I fulfilled that obligation. I paid for cleaning, cleaned myself,and ensured I returned the premises in better condition than it was when I started the lease.
  
  ** KeyRenter of Denver stating the cleanliness was not up to their standardsis not the terms of the lease agreement and is not a fair justification to charge and withhold security deposit. Never in the lease agreement nor move-out instructions/checklist does it state or describe their standards of cleanliness therefore it is not a valid measurement to withhold my security deposit for cleaning charges.
  
  On Mon, Feb 19, 2024 KeyRenter of Denver/******** asked me for the receipt from the cleaners that I paid. Same-day I replied in email the cleaning receipt she asked for.
  On Thu, Feb 22, 2024 was the first time their standards of cleanliness were mentioned. [Page 5 of Email Thread] = Not until AFTER I moved out and after I provided the cleaning receipt was their standards of cleaning ever mentioned to me. Therefore, while I was using the materials I was provided and obligated to follow (lease terms and move-out guidelines) KeyRenter of Denver had an undisclosed measurement of cleanliness (their standards) that I was not provided.
  I am a rule follower. I followed the lease; I followed the lease, guidelines,and instructions I was given.
  How could I clean up to their standards if they never provided me with detailed criteria regarding their standards of cleanliness?
  
  ** As another example of KeyRenter of Denver not following lease agreement terms: Lease and moveout terms state KeyRenter of Denver could hold showings of the unit to prospect renters during my tenancy if they gave me a 24-hour notice prior to showings. Despite said lease terms, KeyRenter of Denver scheduled showings and showed up unannounced without notifying me at all, breaching the 24-hour notice stated in the lease.
  
  KeyRenter of Denvers actions throughout this process showcase manipulation of security deposit disposition, misleading information per lease terms,furthermore illustrating they never planned to return my security deposit in full and never showed intention to honorably acknowledge and investigate my disputes, receipts, timestamps, and/or details. I followed their guidance and was misled therefore its believable that regardless how any move-out tenant leaves the premises, KeyRenter of Denver will find bogus charges to deduct from security deposit as a means to make more money for their business.  
  
  - IF KeyRenter of Denver had any intention of honoring the lease terms and moveout instructions they provided, then they would have removed the cleaning charges after I provided the cleaning receipt that they asked for. Instead,they asked me for the receipt from the cleaners, which I provided, then they ultimately didnt even acknowledge the receipt it in the end, charged the cleaning anyway.
  
  I believe KeyRenter of Denver manipulate the reports, tamper with the way the premise was left in attempt to find bogus charges deducted from security deposits, hoping tenants move-on silently.
  
  For former tenants that do fight bogus charges as I am, KeyRenter of Denver consumes weeks of our time and distress disputing charges, providing details,receipts, pictures, and everything they ask for, then end up ultimately ignoring all disputed charges myself and stop communication abruptly without any resolution to the disputes.
  
  ** Additionally, the cleaning charges are not justified given KeyRenter of Denver was not the original management I leased with. ********/KeyRenter of Denver admitted (in the email thread attached) she does not have the move-in inspection report to compare cleanliness to from move-in vs move-out. Such admission followed by the cleaning charges withheld on my security deposit makes KeyRenter of Denver in breach of the lease agreement as they are unaware of the condition and cleanliness when I moved-in therefore they are not justified to charge for cleaning based on their standard of cleanliness which is not a valid measurement or described anywhere in the lease.
  
  *** 2.  DISPUTE - Removal of Items Left in Front Yard: ***
  In my original submission explained in BBB document and contested to KeyRenter in the email thread regarding the items left in front:
  The curb items shown in picture uploaded in their BBB response: I explained in my original documentation and to KeyRenter in February that these curb items were in fact removed by my boyfriend on Monday evening 2/11/24 after 6pm when he got off work.
  I also explained their uploaded pictures of the front yard with box outside of the recycle can is not how I left the premise meaning the items were clearly moved outside / added to the front yard by someone else (vendor, showing agent,etc.) after I left for the very last time. = I DID NOT LEAVE ITEMS IN THE ***** YARD.
  There is a clear see the difference between the picture I sent 2/10/24 when I left the unit for the very last time, garbage cans were full and no other trash outside the garbage, hence why I put items on the curb THAT MY BOYFRIEND CAME AND PICKED UP/REMOVED WITHIN 24 HOURS.
  
  February 22, 2024: ******** sent me pictures dated 2/12,2/20 and 2/21 after termination of my lease) of items left in front which I again reiterated, the pictures she sent are not accurate of how I left the property. The pictures do not match the picture of front I took 2/10/24 (my last day there) and sent to her 2/12; the difference clearly shows other people had been at the property and items left were moved to the front yard by other people after I left.
  February 26, 2024 at 9:15am: ******** asked me for a timestamp picture of the front yard and the way I left the front yard
  February 26, 2024 at 11:42am: I promptly provided a timestamp picture (iPhone records when photos are taken) to ********, exactly what she asked for. The picture I provided is the accurate way I left the promise.   After I provided the requested timestamp picture, I never heard back from ******** /KeyRenter regarding this matter or any further communication from KeyRenter at all.
  Just like the cleaning receipt, KeyRenter asked for evidence, I provided said evidence, then they abruptly stopped all communications with me, ultimately proceeded with the charges deducted from security deposit without even acknowledging my evidence and disputes.  
  
  Its unclear why they asked for a timestamp picture if they were not going to change anything after receiving their requested. However, it is clear this is a matter of manipulation and misleading guidance by KeyRenter of Denver.
  
  Based on the above details, and my timestamped picture evidence, it is unjust for KeyRenter of Denver to charge me for associated fees regarding items that I did not leave.
  
  *** 3. DISPUTE - "Prorate February Water Charge" ***
  KeyRenters BBB response also failed to acknowledge they overcharged the Prorated February Water which was also deducted from my Security Deposit. Note: My last communication to/from ********/KeyRenter of Denver was 2/26/24 when I provided the requested timestamped picture of the front yard as I left it.  Thereafter, I had not received any further update or communication from ********/KeyRenter regarding the security deposit disputes after my last message providing ******** and KeyRenter of Denver with all the information and details in prior weeks.
  
  March 8, 2024: Without any further communication from ******** / KeyRenter of Denver since 2/26/24, 3/8/24 I received an automated email from KeyRenter of Denvers online portal with Security Deposit Return details. Email and attached pdf notified me that I was charged for all the items I disputed with ********,with another charged.. Cleaning, Carpet Cleaning, and Removal of Garbage Outside which I dispute in the above points #1 & #2 ; With an added charge: The most recent version of the deposit disposition document that I received states they were also changing me Prorated February Water charge,which was not a proration; in fact they actually overbilled me for this and deducted from the security deposit return as well.
  Email body included: This is your disposition updated, we needed to add the prorated water charged. Attachment update included: Water Charge $40.25 
  ** NOTE: the water bill is split between the front and back units. Average water charge per month is around $38 -$39 per unit for a full month. **
  For the 11 days of February that I occupied the residence, KeyRenter of Denver charged me $40.25 = more than an the average FULL month of water usage. This is clearly an overcharge and certainly not the honest prorated amount.
  Again, another example of KeyRenter of Denver operating with fraudulent, unfair and unjustified business practices.
  December 2023 Water Bill: $39.53
  January 2024 Water Charge: $38.38 [for 31 days of Usage = $1.238 per day]
  February 2024 Prorated water charge for > 11 days : $40.25
  JUSTIFIABLE February Prorated Water Charge: $1.238 per day x 11 days of Usage =$13.62 Feb. Water Charge Proration
  
  $40.25 Feb Water Charge deducted from Security Deposit
    $13.62 actual justifiable February prorated water charge
  = $26.63 should be returned to *****************************
  (Justifiable amount is still assuming I used more than I actually did, IF I actually used 11 days of water, however I did not as I left the premises for the last time on the 10th and was away from the home a full weekend first week of February as well). 
  
  Requesting Refund of Charges withheld from my security deposit in the amount of $751.63 as said charges were manipulated, I was misled and presented false information by KeyRenter of Denver. Such experience does not reflect the companys claim of Above all, we care about quality and satisfied property owners and tenants.
  *Refund MO Cleaning: $200.00
  *Refund MO Carpet Cleaning $175.00
  *Refund Removal of garbage outside $350.00
  *Partial Refund of Water Charge $26.63
  * TOTAL REFUND OWED TO ***************************** = $751.63
  *Water Charge Partial: Refund: Out of $40.25 Charged, Refund $26.63
  
  Sincerely,
  
  *****************************
  

  Business Response

  Date: 04/11/2024

  We stand by our position that if the tenant does not adequately clean the property the property must be cleaned.  Further, if the tenant leaves personal belongings at the property, the items must be removed. 

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service 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.

  This is by far the worst property management group I've ever had the misfortune of working with. My roommates and I have had multiple issues including theft of propert by a maintenance personnel to destruction of property in the for of flowers that were planted in the front yard. I've asked multiple times for a phone call for them to explain their actions but have not been contacted. This is on top of the fact that while pursuing viewings while we still occupy the domicile, they show up to give a tour to a potential resident without a key to the front door. We then were forced to leave work early to accommodate and let the viewing agent in. They have been rude, disrespectful when we are able to speak to them but for the last week we have not been able to get ahold of any of the proper personnel. We have repeatedly also reported possible mold because of leaks in pipes and flooding when it rains but they have not even come to inspect. I'm concerned for the health of myself and my family but they obviously do NOT care about running a good business or the health and well being of their residents. It's a shame and management, if not already aware, should be aware. I hope that I hear from them soon to maybe recieve some sort of apology for how we have been treated but I won't be holding out hope.

  Business Response

  Date: 09/07/2023

  We have been in contact with the tenant regarding their past move-out date and outstanding maintenance items that we were not aware of until we recently spoke with the tenant. As part of our move-out process, we are conducting an inspection of the property and sending a vendor to assess the damage and necessary repairs for the leak. We have also reached out to the tenant regarding the situation surrounding the accusation of theft by maintenance personnel at the property. We remain available to address any questions regarding repairs, property issues, the move-out process, and the future return of the security deposit.