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:06/13/2025

  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.

  To whom it may concern,I am filing this complaint against Real Property Management due to unethical business practices, multiple violations of our signed contract, and a complete lack of professionalism in managing my rental property.From the outset of our business relationship, I experienced consistent issues the most serious being unauthorized charges for maintenance well above the $300 approval threshold clearly outlined in our contract. These charges were made without my consent or prior notification, which is a direct breach of the agreement.Additionally, their inability to rent out the units resulted in continuous income loss month after month. Despite a clause allowing contract termination if units remained vacant for more than 60 days, I was forced to fight extensively to have my contract honored and terminated. They created numerous obstacles during this process and, at the end, billed me for yet another unexplained charge that again exceeded our contractual limit.Even after termination, they delayed releasing my property to the new management company. To date, I still have not received all of the keys to my units now 12 days past the handoff date. This company had placed a lockbox on the unit when it was up attempting to lease it but wont return the keys for this unit.Their business practices are misleading, unprofessional, and financially damaging. I am formally requesting that this matter be investigated, as I believe this company is operating unethically and not in good faith. I am also submitting documentation supporting my claims.

  

  Business Response

  Date: 06/19/2025

  We appreciate the opportunity to address the concerns raised in this complaint. Upon taking over management of this property from the previous property management company, we were not provided a full working set of keys. To ensure proper accessibility we arranged new keys to be made for 7 of the 8 units. These keys have all been transferred along with the files related to this property. 

  As outlined in our management agreement, we maintain a $300 discretionary limit for maintence related expenses for efficient handling of day to day operations. This is a per item limit and we have discretion to make key decisions in emergencies and when the owner is not readily available. This is a standard proactive in property management, enabling us to address routine issues promptly and maintain the property effectively. 

  When we assumed management of this property a few months ago, it was underperforming. We are well versed in turning underperforming properties around, however, the owner's limited financial resources significantly hindered our ability to achieve the desired turn around.

  Everything has been turned over to the new property manager. We are here to assist if they need anything else.

   

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23464725
  
  Thank you for the opportunity to respond to Real Property Management Chapmans statement. Id like to clarify and correct several misleading points made in their reply:
  
  Claim of Underperformance & Financial Limitation:
  Their claim that the property was underperforming upon takeover is false. At the time they assumed management, all 8 units were fully rented. Since then, occupancy dropped to 6 out of 8 units under their care. Additionally, their claim about my limited financial resources is misleading and unfounded. In fact, I spent over $10,000 out-of-pocket following their own recommendations and quotes to renovate and refurbish the units. They managed the entire renovation process, yet still failed to rent out the units. For them to now suggest I hindered their ability to turn the property around is both inaccurate and unacceptable.
  

  Unauthorized Maintenance Charges:
  While our agreement includes a $300 per-item discretionary limit, I have attached an invoice showing they charged $500 for a maintenance item without my prior approval. This directly violates our agreement and was done without any communication or consent.
  

  Key Handling & Discrepancy:
  I have yet to receive a key for one of the units. Adding to this, Ive attached email proof that they had the unit listed with a lockbox meaning they had a key in their possession, yet still refused to release it. This created an unnecessary delay for the new management team and disrupted my ability to manage the property effectively.
  
  
  The repeated disregard for transparency, failure to honor contract terms, and poor communication have caused significant inconvenience and financial damage. Supporting documentation has been attached to substantiate these claims.

  Exhibit A: Unauthorized charge.

  Exhibit B: Proof the unit was listed under their management with a key.
  
  
  I am bringing this forward in good faith to prevent other property owners from experiencing similar treatment. I respectfully request the BBB to keep this complaint open for continued review.

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

  

  Business Response

  Date: 07/03/2025

  Response to Claim of Underperformance & Financial Limitation:
  Upon taking over management of the properties, we were informed by the previous property manager that one unit had experienced a significant water leak and that the tenant was vacating as a result (see attached email). Shortly thereafter, another unit became vacant due to the eviction of the owner's existing tenant for non-payment of rent. This tenant was not placed or screened by our management team.
  Regarding the owners claim of limited financial resources,attached are two email correspondences in which the owner explicitly stated financial hardship and an inability to cover the mortgage payments.
  For the unit affected by water intrusion, we promptly provided a repair estimate. Three months later, the owner requested a price reduction. After reviewing and revising the estimate, we were able to reduce the cost by approximately $1,300. Similarly, for the second vacant unit, the owner repeatedly communicated via phone and email that he lacked the funds necessary for repairs. Again, we reviewed the scope of work and successfully lowered the cost estimate by another $1,300. Despite this effort, the owner did not approve the work due to ongoing financial constraints (supporting emails attached). Additionally, move-out inspection photos clearly document the need for repairs.
  Due to the financial limitations, the owner decided to list the second unit as-is in an attempt to rent it without completing necessary repairs. These delays significantly impacted the propertys readiness for market, ultimately prolonging its vacancy. It took three months to obtain approval for one unit's repairs, and the second unit's estimate was never approved. At the time the owner notified us of termination, we had active rental applications for the renovated unit, which we were forced to cancel.
  
  Response to Unauthorized Maintenance Charges:
  Regarding the $500 charge, attached is an email exchange in which we recommended removing furniture from the non-renovated unit to facilitate showings. The owner approved this recommendation in writing.
  
  Response to Key Handling & Discrepancy:
  All keys were delivered to the new property manager at the time of the transfer. There was no delay in this process.

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23464725
  
  I am rejecting this response because:
  
  Unauthorized $500 Charge
  To date, the company has still not provided any evidence that I authorized the $500 charge. There is no documentation, email, or signed approval attached showing my consent. This charge remains a clear violation of our contract and demonstrates a complete lack of transparency.
  
  Missing Key & Mismanagement
  Despite their claims, I have still not received one of the unit keys to this day. The fact that their own internal emails show they had a key (as they were actively listing the unit and using a lockbox) contradicts their statement that all keys were turned over without delay. Additionally, I was told I would need to wait two weeks to receive the key because the person responsible was going on vacation. This forced me to make multiple calls to other departments simply to retrieve the other keys, further illustrating the gamesmanship and disorganization at play.
  
  
  Property Damage & Fines
  Under their management, the property suffered broken windows and multiple state fines, including fines for uncollected garbage, which are documented and cannot be disputed. These are concrete examples of their failure to maintain the property and perform basic management duties.

  Financial Misrepresentation & Timeline Clarification
  They continue to falsely suggest that my financial limitations prevented progress. In reality, I invested over $10,000 upfront to renovate the property at their recommendation.
  
  While they claim it took me three months to make a decision, its important to clarify: during that period, there was no financial hardship mortgage and expenses were covered and stable. Once I approved the renovation in January and committed those funds, the financial impact began, entirely due to their inability to rent out the unit as promised.
  
  It took them several months (this was approved in January) to manage the renovation and attempt to rent the unit and even then, it remained vacant. This extended vacancy and lost rental income are solely a result of their operational failure, not my decision-making or finances.
  
  My new property manager was able to demonstrate success almost immediately, proving the problem was not my willingness to invest but their execution.
  
  In Summary:
  
  The core issues remain unaddressed:
  The unauthorized $500 charge with no proof of approval.
  The missing key, which I still do not have today.
  The documented property damage and state fines under their management.
  Misrepresentation of my financial position and the true cause of the extended vacancy and financial loss.
  
  Their repeated deflections, inaccuracies, and lack of evidence show a pattern of mismanagement and dishonesty. I stand by my original statements and supporting documentation, and I believe this clearly demonstrates the companys inability to perform its responsibilities as a property manager.
  

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

• Initial Complaint

  Date:05/16/2025

  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.

  Weve been without AC for over 7 days, stuck in 91 heat with a newborn baby, and this company has gone completely silent. I submitted a request right away, and was relieved when a technician came out the next day. My baby had a heat rash, and we were all suffering. The tech was polite but said he was told not to share what was wrong and couldnt fix anything without approval.We waited 4 more days. No update. No approval. No response. Our baby began vomiting from the heat. My dogs, desperate, laid in water in the tub they hate water. I felt dizzy and sick myself.On Monday, I sent two messages. No response. Then another tech came again, I felt hope. But just like the first, he looked at the unit, called someone, and told me he was not allowed to tell us whats wrong, then ******* is now Friday. Weve heard nothing. Were sleeping in our small car two adults, a newborn, and two large dogs just to survive. Our rent is always paid on time, and weve done everything to maintain and improve the property.When we moved in, the home was filthy:Scratched tile,Sticky plastic things on the bathroom wall? Maybe to hold up something from the previous owners? We cant get them off. Trash-filled ***** backyard,Smoke-stained walls and dirty carpets.We deep cleaned everything, carpet shampooed, laid mulch, and made it livable. And this is how were repaid? With neglect, while our baby suffers?Florida Law:Under Florida Statute 83.51(1)(b), if AC is provided, the landlord is required to maintain it. Withholding repairs especially in unsafe heat may violate tenant rights and the warranty of habitability.Were also worried about retaliation when we move out next month. Were hiring professionals to deep clean and shampoo carpets, but fear theyll try to withhold our deposit for pre-existing issues.This is beyond unprofessional its inhumane

  

  Business Response

  Date: 05/29/2025

  The work order for the ** was put in May 7th and assigned to the vendor the same day.  The ** techs visited the property the next day, May 8th. The ductwork was found to have some holes so they sent a duct specialist May 12th to inspect.  May 15th we received the estimate and it was approved by the owner the same day however pest control needed to visit the property first to lay traps.  The ** tech visited the property on May 23rd however a rodent was found so we needed to send pest control back and they went the same day on the 23rd.  The ductowrk is scheduled to be replaced on June 3rd and in the meantime, the tenants have been provided with a cooling unit.  

• Initial Complaint

  Date:04/02/2025

  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.

  We dropped off $4,064 worth of money orders to RPM Tampa St. **** on June 7, 2024. We moved in on June ******. Our lease states the move in total is $4,064 and the office confirmed we paid the correct amount and gave us access to the unit. On June 9, 2024, RPM messaged us asking for $100 more. They stated they made an addition mistake and I needed to pay for it by the end of the month or their would be late fees. I refused because not only did I use all of my savings to move in and didnt have another $100 to give, the lease is a legally binding document that both parties signed and they cannot just request more money because they added wrong. They threatened that they wouldnt be handling matinence requests since I wanted to stick to the lease so bad. In October, 2 hurricanes hit *******. We had damage to the rental and immediately let them know once we returned home from sheltering at a family members. On oct 11, I put in multiple maintenance requests that were cancelled by RPM. I let them know 2 doors that lead to my house are broken (one from the wind, one because the handle broke). A cabinet fell off the hinges and the porch roof is caving in from water damage. 5 months later, no one has been out to fix this even though our lease states security locks are a maintence emergency. Someone used one of those doors that I let RPM know was broken and got into my garage. They attempted to get into my home and left a dent in another door.Early march, a fire almost broke out from a faulty outlet. I let RPM know that I thought the electrical in my kitchen is faulty and they had an electrician come out for 5 minutes and just change one outlet. At the end of march, my kitchen caught on fire because the electrical was faulty, and could have totally of been avoided. The electrican came back out and only changed ONE OUTLET again. We are terrified another fire will break out. We now have no oven or fire extinguisher due to the fire and a newborn baby. They will not respond.

  

  Business Response

  Date: 04/02/2025

  When tenants move into a property, they are provided with the lease which states the rent amount, security deposit amount and any other fees due.  Also, they are provided with a lease addendum which has the full breakdown of all funds due prior to move in.  Regardless of the small typo on the lease addendum, the lease agreement had the correct amounts that were due to be paid.  The tenants can refer to their lease where it indeed states the deposit was $1395. 

  After the hurricane, we dealt with work orders in order of emergency.  We had many homes flood and also experienced homes that had large trees crash through their roofs.  This was priority as we had to relocate tenants.  For this property, it was noted that shingles were blown off the roof so we had the whole roof replaced. A neighbor reported that a tree on our property was going to fall onto their property so we had that taken care of as well.  If there are multiple work orders for issues that a handyman can take care of, they are cancelled and combined into one work order.  That one work order states all the issues and is sent to the handyman.  Work orders were assigned to vendors and marked as completed.  If a work order was marked as completed and the vendor didn't complete something on that list, we never heard about it until mid March when then the tenant sent a text and then again on March 31st when she put in a work order.  Tenants are required to put in work orders for any and all maintenance issues.  We didn't hear from the tenant between October and March regarding any outstanding issues that needed to be addressed.  Now that they are in our system, they will be assigned and scheduled.   

  Regarding the electrical fires, for both work orders, the electrician addressed what the tenant put in the work order.  He inspected what the tenant noted, and completed the repair.  The work order for the oven was put in March 31st and that work order is already assigned to an appliance vendor. 

   

• Initial Complaint

  Date:02/11/2025

  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.

  If increasing rent and not keeping up with property maintenance could be one. Poor management and no concerns for emergency. I pay my rent on time for the ** to be able to have contractors for these types of emergencies. Been without water for 48hrs now. No contact from ** or any contractors. I submitted a request in 2/3 for water backing up from the bottom toilet seal. An on going problem they temporarily fix and not resolved. Water heater was replaced a few months prior. Not sure if its connected but heat is felt or generated from underneath the flooring in one bedroom and my bathroom (where pipe busted). As if it was heated tiles. Which is on going. Thats a concern could be electrical. Or broken hot water pipe I dont know Im neither plumber or electrician. ** might not think its an emergency but this is our lives and there is a major concern. Saturday 2/8 5 days later with no call bk, a pipe busted from underneath the shower, causing flooding in the add-on room that was badly built. Floors are not even leveled. So when flooding happened it stayed in the bathroom leading up into the bedroom. Like a walk in pool. Main water supply to entire house has been shut off and no Im going on 48 hrs with no call back or service. I have video but not able to upload on this page. Im a good tenant. Always paid my rent on time or early to have to be treated this way. This is just added to the 300$ ** tried to scam me for ac filters, 4 months of roof leaking cause tree falling on it and stayed there until I submitted a letter to withhold rent than 2 weeks later is when it was fixed. Bathroom ceiling fell, plumbing after plumbing. Im very understanding but enough is enough when youve been 48hrs without water and no nature disasters to cause delays. No phone call. Nothing. This is poor bad business for hard working honest tenants.

  

  Business Response

  Date: 02/17/2025

  The tenant put in this complaint on February 10th, which is the SAME day he put in the work orders about having no water and how heat is felt from the tiles.  Upon review the work order, it stated, "WATER-NO WATER: Tenant Juliza called in to report that they have no water in the entire unit. ****** did not contact the utility company. The water outage is not impacting any neighboring units."  Upon reviewing this, we reached out to him and asked if he contacted the water company because water was out in the whole house.  We reached out the same day, February 10th.  It wasn't until February 11th, the next day that the tenant responded advising that he was the one that turned off the water due to a leak.  I advised him that the work order wasn't clear and that was important information that should have been mentioned. That same day, the plumber was sent to the house.  There was another earlier work order for water seeping out of the toilets (Feb 8th) and the plumber also took a look at that when he was there on the 11th.  There is a broken line which needs to be found and the leak detection team was assigned to find that break.  One they find the break, the plumber will go back and fix the plumbing issue.  

• Initial Complaint

  Date:01/10/2023

  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.

  They tell you one price per month and then give you another one and once you tell them you want to cancel with them your checks coming in get smaller and they make more excuses about why they take your money. Im cancelling them from my being my property management and now they seem to be taking more and more money the last few months for no reason or nothing else. They are a rip-off and they need to be closed down

  

  Business Response

  Date: 01/11/2023

  Hi *******,

  I believe there is a misunderstanding. We recently did our annual property condition review and report for your property. While there we noticed the house needed a fire extinguisher and a few routine minor issues were addressed (cut tree limbs touching house, clean out clogged gutter with vegetation growing). 

  We will send photos of these items, and will reach out to you to schedule a call to discuss any questions or concerns. 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18715721

  They know Im not renewing my contract with them and now they are finding ways to take money without my permission. NONE of this should have been done without my permission PERIOD. I have a company that does this at a MUCH lower price as in everything you guys charge. Remember me telling you and your company to NOT do anything without my permission and I talked with the renters and they KNOW NOTHING about this or even anyone coming out and doing any of this work you are mentioning. 

  
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/11/2023

  Hi *******,

  We personally met with the tenants at the house. They let us in to take photos and conduct the interior portion property condition review. Our maintence provided them with a fire extinguisher for the kitchen, and did the annual property condition review.  He noticed tree and palm limbs touching the roof and building structure and a gutter that was clogged and overflowing with debris. He created a work order to trimmed the tree limbs touching the house and to remove the gutter debris. A blockage was also detected on the **** condensate line also.

  A few dozen photos have been sent to you as well as the multi page annual report. Let us know if you did not receive these. They were sent to your e-mail with links to drop box folders for each item and detailed photos. We were there Friday 1/6 and Saturday 1/7. This has all been confirmed.

  Our goal is to make sure properties we manage are well maintained and this is one way we do this.  We visit every home annually for a formal Property Condition Review (PCR) and your property was on our calendar for its annual review since the lease is set to expire next month.

  Please check your e-mail for the property condition report and photos  Also, the tenant was home both days that someone was there doing this as it was arranged with them in advance as is our policy. If you would like for us to arrange a meeting with the tenants, meet at the house, zoom, or a simple phone call please let me know. Everything we do is with the "golden rule" in mind, sometimes a personal meeting helps with this.  

• Initial Complaint

  Date:09/23/2022

  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.

  My oven went out on August 7th, it took over a month to get it replaced due to the vendor RPM hired. When the oven finally did get replaced, the vendor did not remove the old oven and left it sitting in my kitchen where it has sat for 3 weeks. It is impossible to get in contact with anyone from RPM, and if you do they say theyll take care of it but they never do.

  

  Business Response

  Date: 09/27/2022

  The oven was removed today.  There has been a delay as 2 people were needed due to it not being on the 1st floor.  The original vendor also had truck issues, so we had to assign it to another vendor to remove.  

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking a remedy to be let out of my lease and my deposit be refunded to me, I have contacted the property managers/maintenance over and over again regarding issues with the property. I have had a roof leaking since May that has only gotten worse in the hurricane season. I then experienced a termite infestation that took the property managers over a month to resolve. I even came out of my own pocket for the subterranean termite bait stations (99$ a month). Just yesterday, I had an emergency issue with the ceiling collapsing in my living room. I have been calling since yesterday to get immediate assistance and no one is doing anything, and it is looking like more of the ceiling might cave in. I have a 15 month old son and had he been home at the time of the ceiling collapse he could've been hurt. This is a legitimate safety concern for me and my family.

  

  Business Response

  Date: 09/26/2022

  Hi - I have already spoken to the tenant regarding this complaint.  I have advised him that we have sent estimates to the owner for approval and haven't received any approval for the work to be completed.  The owner wanted to send another vendor for an estimate however he has not gone to the property yet.  Therefore, I have approved for the tenant to move out and will provide his security deposit to him due to this inconvenience.  I'm waiting to hear **************** out date.  

  Customer Answer

  Date: 09/29/2022

   
  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. Though hampered by Hurricane ***, I will be able to move out within a week Oct 7th.
  
  Sincerely,
  
  *************************