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: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.

  I am filing this complaint regarding DKRentals.nets handling of our tenancy at ******************************************************************************, which ended in May 2025.There were several issues with their management throughout our lease term, but the final issue came after move-out, when we received a Security Deposit Statement demanding $1,205.00 for cleaning and minor maintenance.These charges are completely unfounded. Our lease clearly states we were to leave the unit in a clean and sanitary condition, which we did. The unit was broom-swept, free of personal items and trash, with all appliances and bathrooms cleaned. The charges they listedsuch as deep cleaning, carpet shampooing, and adjusting minor fixturesare routine landlord turnover responsibilities and not the tenants burden.Additionally, we had active *************** in place of a security deposit, as permitted by our lease. Any legitimate charges should have been submitted to Rhino. They were not.DKRentals is attempting to justify these charges using move-out instructions, a document we never signed and which is not part of our binding lease. Their insistence on collecting this money, in direct conflict with the lease agreement, is unprofessional and appears designed to pressure former tenants into paying for landlord responsibilities.Weve made it clear that we will not pay this charge. Any attempt to escalate this issue further will be met with legal response.Desired Resolution:Cancel the $1,205 balance, confirm that no money is owed, and guarantee that no credit or collections actions will be taken based on this dispute.

  

  Business Response

  Date: 06/23/2025

  We sincerely regret any dissatisfaction you have felt concerning our management of your lease and the subsequent handling of your security deposit statement. It is always our goal to maintain open lines of communication and resolve any issues that arise.
  We have carefully reviewed your concerns regarding the $1,205.00 charge detailed in the Security Deposit Statement. Per the lease agreement, we expect our tenants to leave the property in a clean and sanitary condition, which includes but is not limited to ensuring routine cleaning and addressing any damages incurred during their stay. While you stated that the unit was broom-swept and cleaned, the reconciliation letter we provided also outlined specific charges for deep cleaning, carpet shampooing, and repairs related to damages in the property, including drywall and faucets. 
  It is important to clarify that although we strive to keep our properties in peak condition, the responsibility for certain routine maintenance and damage repair falls on the tenant, as stipulated in the lease agreement. This is not an arbitrary guideline but rather standard procedure that aims to ensure all our properties remain well-maintained for future tenants.
  Regarding the charges placed on your account for cleaning and maintenance, we must inform you that they were submitted to ***** for their assessment and approval. As you may already know, since you opted to use *************** in lieu of a conventional security deposit, any legitimate charges incurred must be addressed to them. ***** will either approve or decline any claims based on the documentation and evidence we provide. If the charges are deemed valid by ***** and covered under the terms of your insurance, we will act according to their findings. 
  We also understand the importance of clear documentation; therefore, the reconciliation letter we issued served to inform you of the charges that could potentially be processed with Rhino. We value the integrity of the lease agreement signed by both parties; thus, we are committed to adhering to its terms while ensuring all parties involved maintain clarity and transparency throughout this process.
  We acknowledge your position regarding the move-out instructions document. Please note that while you did not sign this specific document, it reflects our general practices for tenant move-outs, which you were made aware of at the time of lease signing.
  In light of your concerns, we want to reassure you that we are fully committed to addressing them. Until we receive a final decision from ***** regarding the charges in question, we will place any potential actions for collections on hold. Should ***** approve our claim, we will reach out to discuss the next steps accordingly.
  Thank you for your understanding. Should you have any further questions or require more clarification, feel free to reach out to us directly. We appreciate your communication as we navigate this matter together.
  Best regards,

• Initial Complaint

  Date:09/24/2024

  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.

  DK Rentals allowed my wife, my one year old daughter, and myself move into a unit with no working A/C. It has been 10 days and there is still no concrete plans to repair the ***** They continue to delay. They have told us they cannot do anything to pressure the property owner to hurry up and fix the A/C but have been delaying the process by misleading us and using bath faith tactics.

  

  Business Response

  Date: 09/25/2024

  Good morning,

  The property is *************, we received the notification for the tenants that the ** was not working when they complete the move in -9/15-, immediately we notify the owner and sent a contractor to verify the conditions, the result of the inspection was the ** needs to be replaced, so we requested an estimate for the contractor and was sent to the owner on 9/18 for approval and to complete the replacement of the unit, but the owner didn't approve it and told us he was going to send another company to verify, since then the owner has taken full responsabiltiy for the issue without giving any solution yet, form that same reason we had forced to terminate the contract with the owner an let the tenant break the lease, both parties had been notify yesterday of this decision, the main reason for this, is the owner not allowing us to replace the ** in a timely manner to give the tenant and habitable place to live.

  No penalties are charge to the tenants and full reimbursement wi l be giving to them 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22329484
  
  I am rejecting this response because:
  
  DK Rentals refuses to reimburse us for the costs associated with their negligent property management. They allowed my family to move into this unit without HVAC. They lied to me and my family and told us they would pay for our accommodations. See the email screenshot where ****** says we will reimburse you. ****** is an employee of DK Rentals. In reliance that she was being truthful, my family and I have a total of over $600 in hotel fees they now refuse to pay. DK Rentals has said they will repay our rent money totaling over $2,700 through a check in the mail. I do not trust them to make this payment and they have provided no monetary relief for my family that we need to provide our daughter with accommodations. We have been placed under financial stress moving urgently to ensure our one year old daughter may sleep and live somewhere with air conditioning as the days reach a 90 degree high here. I doing so, we have had to come out of pocket for an additional U-Haul, additional movers, penalties from a breached washer and dryer rental, and hotel fees. All these costs were incurred in good faith and reliance of DK rentals providing us with a speedy remedy to their uninhabitable unit that was placed under their care. They lied to us about approvals they received from the property owner and never disclosed how much hotel money DK rentals told us in writing they would pay back.

  DK Rentals told our family on 9/24 at 12:30 PM ET we would have a meeting with their team. After COB hours, ****** messages us that they are releasing us from the leasing contract that they breached/never honored and would not pay us back for hotels that we bought in reliance to their written commitment to reimburse.

  Sincerely,
  
  **** ****

  

  Business Response

  Date: 09/25/2024

  Good afternoon,

  Attached is the threat of emails with the tenant, the owner will reimburse for the Hotel, which is why we sent to the tenants his contact information and vice versa.

  We are waiting for a forwarding address to send the money back to them as said in writing to them.

  Also we always gave the information we received from the owner, since he decided to take care of the repair with his contractors. 

   

   

   

   

   

   

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22329484
  
  I am rejecting this response because:

  DK rentals would reimburse. We booked our hotels in relying on her statement being true in the September 18th email from ****** ******* stating the following:
  
  Given the circumstances, we will reimburse you for tonight's accommodation in a hotel. Please make sure that these accommodations are within a reasonable price range, and send us the receipt so we can process it accordingly.
  
  Any reasonable person would assume that ******************************* meant DK rentals, the company she works for, in saying We. No reasonable person would read the language above and determine that their hotel accommodations would come from the property owner. The same email thread shows that the property management group was not able or willing to provide the owner information when asked. Moving forward, as seen the in the email thread, we sought approval for every hotel purchase prior to putting that charge on our personal cards assuming that DK Rentals was acting in good faith with their assurance that we would be reimbursed.
  
  Their attempt to avoid any liability by abruptly claiming they do not manage the property anymore and claiming lease termination was in bad faith and shows their attempt to distance themselves from the neglected property and negligence in maintenance that caused our need for accomodation. 
  
  
  Additionally, DK Rentals never spoke to the property owner about our mounting hotel accommodation costs. If DK Rentals never had approval of funds as they claim, why did they ever give us the green light to move forward on placing the charges and claim we would be reimbursed by DK rentals? 
  
  
  The clear communication we received from DK rentals shows that their refund must include the reimbursements they promised on more than one occasion. See email thread. 
  
  
  DK Rentals has and continues to mislead my wife and I. Yesterday, ****, who is in the thread and is an employee of DK Rentals asked us to get on a teams meeting call with the company. When asked what the topic would be, **** would not disclose. **** assured us we would discuss our damages and our reimbursements. After close of business yesterday we received word from ****** that our lease was terminated and DK rentals had no intent on paying us our hotel accommodations.
  
  
  My wife and I have been under the impression that our lease manager ****** has been local. When I went to the offices today to seek communication from DK rentals who have not answered any calls, I was met with **** **** who notified me that both the contacts that I have had exclusive contact with regarding this emergency situation were both in *************. I was shocked to hear this and felt cheated to be once again mislead by this company. 
  
  
  We are only seeking what was promised to us in this complaint. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 09/27/2024

   

  Good afternoon

   

  The tenant was to vacate the property, and they didn't so the rent will be sent to the owner.

   

  Thank you

   

  DKRentals.net

   

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22329484
  
  I am rejecting this response because:

  That was never the terms for prompt payment for their breach of contract. 
  

  DK Rentals no longer manages the property. The property owner has given us permission in writing to keep our furniture and items at his property til we are able to find an inhabitable property. The property owner has not received any guidance or announcement from DK Rentals about receiving our payment. I followed up with him this morning after reading DK Rentals response and can confirm they have once again lied.

  We continue to seek our refund despite DK Rentals creating arbitrary and bad faith rules to provide some sort of excuse to avoid paying anyone for their mistake. DK Rentals is unjustly enriched by retaining a payment that my family is legally entitled to.

  Bad Faith tactics have continued as DK Rentals seeks $1.5 million in damages from my family is already in financial ruin due to their actions. DK Rentals lawyer harassed my wife and I last night bombarding us with emails and updated cease and desist letters into the night.

  Sincerely,
  
  **** ****

  

  Business Response

  Date: 09/27/2024

  Dear BBB,

  Please see the attached Cease and Desist letter sent by DK's attorney to the tenant.  Based on the tenant's BBB response and the fact that the tenants have not taken down their defamatory social media posts, they have chosen to ignore DK's attorney's demand.

  Respectfully submitted,

  **** ****

  Broker/Owner

  DKRentals.net

   

   

  

  Business Response

  Date: 10/15/2024

  Fraudulently used my personal information to open a credit account days after they breached contract and sent us a frivolous cease and desist claiming millions in damages. I have never approved of a ******* account in my life. There is no mention of CredHub in the lease. Despite the fact we no longer do business with DK rentals, they still have an account open under my name requesting rent money for a property they no longer manage and even added late fees. DK rentals plans to place this charge on my credit report despite the fact we do not do business with them since they are scammers and bad faith actors. No ethical company would dare try to ruin my credit due to their own short comings and failures to operate as a legitimate business.

  Customer Answer

  Date: 10/15/2024

  Fraudulently used my personal information to open a credit account days after they breached contract and sent us a frivolous cease and desist claiming millions in damages. I have never approved of a ******* account in my life. There is no mention of CredHub in the lease. Despite the fact we no longer do business with DK rentals, they still have an account open under my name requesting rent money for a property they no longer manage and even added late fees. DK rentals plans to place this charge on my credit report despite the fact we do not do business with them since they are scammers and bad faith actors. No ethical company would dare try to ruin my credit due to their own short comings and failures to operate as a legitimate business.

  

  Business Response

  Date: 10/30/2024

  The lease clearly states that the tenant grants tenant authorization to report to credit bureaus.  ALL tenants at DKRentals.net are reported monthly similar to how mortgage companies report payments monthly whether on-time or late.  Since DKRentals.net no longer manages this property, payments will no longer be reported to the credit bureaus.  

  Customer Answer

  Date: 10/30/2024

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

• Initial Complaint

  Date:08/26/2024

  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.

  DK Rentals has went radio silent (Their typical method of doing business) since their horribly selected tenant was evicted in July. Per our signed lease agreement, DK Rentals owes me all deposit insurance funds from damages caused and documented upon move out. **** **** has yet to respond or acknowledge timing/amount of deposit insurance refund. This is the first of many BBB complaints that will be filed against **** and DK rentals in the upcoming months by me and similar parties, but let's see how long it takes to get my legally obligated return of Deposit funds back.

  

  Business Response

  Date: 08/26/2024

  Good afternoon,

   

  We didn't went black on the owner we re waiting for the answer of the third party related to the claim of the damages we do not control that third party, and as soon as we get their answer we will notify the owner their response 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22195790
  
  I am rejecting this response because:

  DK Rentals does this often, they will refuse to respond until the person goes away. Their entire business model is outsourced and communication is nonexistent. Using a third party to return deposit funds is a big red flag, and I look forward to making this public knowledge. This should remain open until all funds owed to me are repaid. Once this complaint is resolved I shall focus on the next and the next with adequate documentation. 

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

  

  Business Response

  Date: 09/25/2024

  Good morning,

  We have some tenants using a security deposit policy as is Rhino, the tenant have to renew the privy every year, and they -Rhino- are the ones to approved or denied the claim after th move out, we send the claim as we do with all the tenants that are using it in this case it was declined because the tenant didn't renew on time their policy.

  By the time we rent the house they have the policy on place.

   

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22195790
  
  I am rejecting this response because:

  DK rental owes me, the owner, a security deposit payment for tenant damages. Its not my problem that they are incompetent and did not follow their own policy for collecting the deposit and/or ensuring their tenant, with a known history of evictions, renewed their policy. ****** translate is really failing their outsourced Colombian call center crew when it comes to maintaining legal obligations. Its catching up to them. Once the full deposit is returned to me, I will accept the response. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 09/27/2024

  Good afternoon,

  we don't have a security deposit to send to the owner, the reason is tenant had the ***** policy on place at the time we renewed the lease.

  Regards

   

   

  Customer Answer

  Date: 09/28/2024

   
  Complaint: 22195790
  
  I am rejecting this response because:

  DK rentals owes me the full security deposit. They realize this, but have outsourced comms that have no idea how to handle situations or communications. 
  Their response is ridiculous coming from a property management company and should serve as a warning to anyone considering them.
  Once they have returned the full security deposit , the response will be accepted. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/20/2024

  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.

  When moving in; they hadn't taken care of the grass or landscaping. Weeds were 2-3 feet tall. At the time; we took care of it.We have entered multiple work orders over the 2 years we have lived here, they do. It fix them. The stove went out and wasn't replaced for over a month. It was 6 weeks without a stove! Nothing was said and no remedy was offered. Infrequent communication, constantly having to ask where or when this would be replaced until we got the owners involved. There were multiple backups of human waste in the bathroom downstairs. We reported and put in work orders. They sent two individuals who went all over the home flushing toilets and couldn't figure out the problem. Multiple times we complained before finally going to the owner who finally sent out an actual plumber and in 10 minutes they found the issue with a holding tank that had sank back and was allowing the overflow to backup into the house.We had an incident with a neighbor who was harassing and trying to intimidate my children and us and we were chided by the agency here before ever calling or speaking with us. We initially signed a two year lease and at the 1 year mark they attempted to get us to sign a new lease and they attempted to raise the rent. We had to get the owners involved.On the most recent renewal, we have confirmation from the homeowner to sign a 3 year lease for the same rate. DK raised the rent by $140 a month and added a nonce dual resident benefit program that we did not consent to nor do we need. I have emails from the owner instructing DK to correct it. They havent. Just this week they cancelled the lease and sent us the exact same lease to resign. Not only that; the lease gives no timeframe for its length. These are just some of the issues that we have to deal with. There are at least a half dozen more I could speak on. Never any apologies for the inconvenience either. They are rude, unresponsive and lack any respect for a renter.

  

  Business Response

  Date: 07/09/2024

  Good afternoon,

  1. Related with the lawn care, per the lease is the tenant responsibility, "7.4 ********* Resident is responsible for mowing, edging, trimming, leaf collection, weeding borders, pine straw and mulch. If Management sends lawn care notices in writing, and Resident fails to tend properly to the lawn needs within 6 days of notification, Management will send a landscaper to do the work and Resident agrees to pay said invoices within ten (10) days of written invoicing.", If they are nit willing to take care by them self's we can send a contractor 2 times per month and they will be charge for that.

  2. Stove, If we dont received the approval and the funds form the owner we cant change the stive.

  3. Lease renewal: We have conformation in writing from the owner to not increase the rent in the next year renewal, the email is not referring to a rent increase for this year renewal.

   

  Regards

   

   

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21876521
  
  I am rejecting this response because: it does not address the issues I noted. I am not sure  exactly how to read the response from DK Rentals as it is not even wrote in proper english.  

   

  Again, the issues I brought forward have not been addressed.  I didnt request someone to cut grass  I stated, if you actually read the complaint, that when we moved in it was over grown.  Further, I stated this was the very start of issues with DK rentals. Not surprised though that no one from this company can figure things out. 
  

  The owner specifically stated to you DK Rental and **** what the rate was to be. Not only do I have messages from the owner I also have a copy of the email to **** specifically stating such. 
  

  please address the specific issues including the  benefit plan that I received no explanation nor agreed too  I sent DK Rentals multiple messages on this issue and to date have received no response  

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

  

  Business Response

  Date: 07/10/2024

  Good afternoon,

  The tenant is creating a complaint 2 years after the move in for the overgrown grass at the move in?, attached is the move in inspection, which the tenant failed to complete before the move in date.

  Related with the rent increase, there has been a back an forth with the owner about that, the actual rent amount is $2,950, according with the email sent form the owner on Monday June 17th:

  "From: ******** <********************>
  Sent: Monday, June 17, 2024 4:35 PM
  To: ***************** <*********************************>
  Subject: Re: lease renewal
  
  Hi ****,
  Thank you for responding. Moving forward I will use lease renewal dates. It will make things clearer. When I was referring to next year It was for June 2024 - 2025. However, I will not be increasing the rent until June 2027. Also, the tenants requested a three-year lease and were only given a 1 year lease. Please decrease the rent back to $2,950.00 for the remainder of their ********* lease. It would be extremely helpful if you would rewrite the lease to reflect these changes (decreased rent to $2,950.00 and lease date ending May 31, 2027).
  
  I appreciate your assistance in getting this problem corrected. If you are unable to make these changes please let me know and I will send them a check for overpayment of rent.
  
  Thank you,
  ***********************************
  ************

   

  Regards

   

   

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21876521
  
  I am rejecting this response because:
  
  

  the conversation about the grass is irrelevant as stated in my last conversation per the original complaint, if you read it (clearly you didnt and this is not surprising given all the drama connected with DK) it was the start of issues with DK. And again if you read what I wrote, I said, we simply took care of it. 
  

  The original lease was for $3070 a month. You have completely ignored the other complaints.  Here, via emails and text messages. At no time in the original lease was there a $25 member benefit package.  We didnt agree to it, we didnt ask for it and in fact rejected it the day a letter was sent with information on it.  We have filters, why would I need connnection services if I already live here and have for 2 years? I wouldnt. You havent even shown up to replace filters so you arent performing the service.  Simply remove it.  There are years worth of filters already bought for the home that are utilized here. 
  

  See attached email stating the rent was to remain the same.  See already provided texts. $3095 is not same as $3070.  

  To date there is no lease that states its in effect until 2027. None. No lease for 3 years has been sent nor provided. 

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

  

  Business Response

  Date: 07/22/2024

  As said before, the owner confirmed that not increasing the rent will happen next year, not for this year, we already shared the email the owner sent. Regarding the resident benefits package is not only for the **** filters, it has additional benefits including sending good reports for the tenant who pays on time which allow them to increase their credit score, the benefit of a late fee to be removed once per year among others. Also related with the lawncare per the lease, is the tenant responsibility, telling that when they moved in the lawn was overgrown is not an excuse for not talking care of it while they are living at the property

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21876521
  
  I am rejecting this response because:

   

  I have explained this at least three times already. It is clearly DK position to gaslight, lie, and overall ignore the issues brought forward in the complaint. Must be why your reviews on ****** and Yelp are in the toilet. Also is the reason you have removed the ability to leave ratings on *********  At no time did I ever state we weren't, didn't or would not cut grass. As I stated TWICE before here in this complaint and responses, the issue concerning grass was the beginning of issues with DK. I specifically state that too. We toured the house months before signing the lease. You didn't do any landscaping we did it. READ what has been wrote instead of deflecting and gaslighting someone. 

  Second, Per my screenshot and direct contact with the homeowner that I provided here, you are incorrect as to the lease rate being for next year. We know this, because you altered the total due in July and my screenshots show the comments from the home owner. ALSO, the homeowner reimbursed us the difference because you overcharged what was agreed upon.  I have the email that I submitted here sent direct to **** stating such! 

  I also stated as I did the last correspondence, all we are asking for is the three year lease that was agreed to by the homeowner and us and that you were instructed to do. WE did not agree nor do we need the $25 "benefits" package. We have paid for it the last two months and I have yet to see anyone change a filter like the service states for one. The other is and also I have said MULTIPLE times here and via email we live here. We don't need any kind of assistance to move utilities etc...because wait for it.... we already live here. We don't need credit reporting one way or the other either. We additionally have 2+ years worth of filters here already that I change out. SO AGAIN, we don't want, need, nor ever agreed to this. 

  It's really simple, like so simple it hurts the brain. Produce the lease the homeowner (who you are supposed to represent right? I mean isn't that what you are established to do?) agreed with us on. Three years at $3070. Take the benefits package off and we all live in peace. It's been over two years of hassle with your company (much of which is right here, if one took the time to actually read and care) and yet we still have never been apologized to for any issue that has arisen. That speaks volumes about your company! 

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

  

  Business Response

  Date: 08/20/2024

  A new lease with not rent increase has been sent to the tenants on 6/24/2024 that has not been signed also include the lease end date 2027

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 21876521
  
  I am rejecting this response because:
  This latest response is completely false and a lie. Point blank. Per each rejection, it doesn't address the all the issues. Just whomever decides to type a response, a cherry picked topic. 
  We signed the lease presented to us on 31 May 2024 after attempts by both ****** and myself via phone, email and texts to BOTH dk and the owner of the home. Maybe have your fearless leader **** should look at his emails instead of soliciting advice on his little ******** page. Humorous stuff by the way coming from a guy who is the co-owner of a property management company that for 5 months can't figure out how to fix an issue. I have all those emails and I have added enough of them here in previous replies. That lease was deleted by DK in late June/ early July of this year. There have been multiple different amendments  sent over the course of both June and July when DK was trying to pull your or their head out of the sand and half a** correct things. Yet here we still are. 

  
  There is no lease in the system that shows it is until 2027. Period end of story. There is an original lease that was until 1 June 2024. There is an amendment that includes a rate which is shockingly after 5 months of dealing with you all correct finally and the $25 residents package benefit that I have attached multiple times here showing we never agreed nor sign on for. No where, any where is there any document that says the lease is until 2027. NO WHERE. Maybe you all understand things in all caps. Who knows.  
  

  Concerning the monthly "benefits" fee, it also isn't in the original lease. Bottom line. Again, your fearless (clueless more aptly) leader, ****, was emailed direct on this along with multiple other people who come and go at Dk Rentals.
  
  
  So 5 months and counting, dk hasn't presented a lease for us until 2027. You did however charge me $200 for one. Isn't that illegal? What exactly would any of you; whomever decides to answer back this time, think if you paid $200 for something that doesn't exist? I am willing to bet, you too, would be asking questions. Then again, maybe not. We are getting closer though. It only took 130+ days for you all to figure out that there should be one until 2027. Come on folks, I believe you can do this (maybe, not holding my breath though!). At least I am getting lots of practice in college writing again.  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/23/2024

  In the attach image you will find the screenshot of ease sent back on 6/24/2024, and resent on 6/26/2024, there is the lease end date on 5/31/2027. so it has been sent to the tenants to be signed.

  Regards

   

   

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 21876521
  
  I am rejecting this response because:

  I already sent the screen shots showing the portal and what we can see. Not sure how many times one has to say the same thing over and over and over. Figure it out. 

  I will continue to reject any acceptance until you address the matters I have stated. Doesn't matter to me how long it takes. 

   

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

  

  Business Response

  Date: 09/03/2024

  Good morning,

  We sent again the lease to be signed this morning as you can see in the screenshot.

   

  Regards

• Initial Complaint

  Date:06/03/2024

  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.

  DK Rentals is a rental company and I was a tenant of theirs from June 2022 to April 2024. The complaint is about their business practices when it comes to tenants moving out. We moved out one day before the end of our lease. We were told to leave the keys somewhere outside. I asked about in-person move out inspection and was told that DK Rentals does not do those. They told me I have to leave the keys, and I complied with their request. When I received the move out report, I contacted them and told them that I disagree with the contents of the report. The unit was in a much cleaner and better state when I vacated than when I took possession of it. The unit had not been cleaned or painted when I moved in. Even though my lease started on 6/1/22, I did not move in to the unit until mid-July. I have emails from July 2022 with pictures of black mold that I had to clean from the refrigerator and freezer. I also told the management company that the unit was dirty and unpainted and that I would not take responsibility for these conditions when I move out because they were pre-existing conditions when I moved in. DK Rentals did not take a security deposit when we move in, they use a company called Rhino in lieu of security deposit. When I told DK Rentals that I disagree with their move out report and the fact that they want to charge me $1,150 for moving out when the place is in a better shape now than it was 2 years ago, I was told that I need to sign it. I was forced to sign the move out report under duress and I was told that ***** would take care of my charges. Today I received a notice from Rhino that I owe them $900 for "excessive wear and tear" of the property. DK Rentals filed a false report to Rhino so they can receive the $1,150 they wanted from me and now I am stuck with a bill of $900. This is a regular business practice of DK Rentals as evidenced by other people experiences through their ****** reviews. This is not the first time they have screwed over a tenant

  

  Business Response

  Date: 06/10/2024

  Good morning,

   

  Please find attached the reconciliation letter where you can see the charges at the move out, also you will find the move in and the move out inspection.

  The lease start date as the tenant said was before they move in, but the tenants are responsible since the lease start date, as soon as they created a WO in 7/28/2023 we sent a contractor to check possible leaks and/or black mold at the property, but no mold was detected, and the stains related with possible leaks corrected.

  Regarding with the charge for the utilities, the lease clearly says "Within three (3) Business days after the date of termination of occupancy, Management will inspect the Premises and compile a comprehensive list of any damages done to the Premises during Residents occupancy which list shall be signed by Management. Resident agrees to keep all utilities on, including electric, gas and water, from date of occupancy through the date of the move-out inspection. If any utility is off at the time of the move-out inspection Resident agrees to pay Management a $250 (utility restoration fee) as well as all costs incurred by Management to restore/reconnect the utilities"

  Rhino is a third party, we must submit to them a claim for damages with all the documentation supporting the claim, they are independent, and they can approve or denied the claim, in this case they approved the claim related with the "damages" but denied the payment for the utilities reconnection.

  Regards

   

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21795580
  
  I am rejecting this response because:

  DK Rentals has an unfair advantage because their move in report, which is completed online by the new tenant, only allows 1 picture of the area whereas the move out report completed by DK Rentals allows multiple pictures of the area. All of the areas that the move out report is stating as needing touch up, having holes or nails were already there at the time of move in. Since we were moving from a different state to ******* and our lease starting before our actual move in date, our realtor is the one who completed the move in report on our behalf. She reported the things she was able to, such as dirty areas and areas that need to be painted. However, she was not able to upload multiple images of the areas. This is done on purpose by DK Rentals so that new tenants are not able to do a thorough reporting of the condition of the property when they move in. If my realtor had been able to take as many pictures as the ** Rental employee did during the move out inspection, we would be able to prove that the home was in better condition when we moved out.

  In response to their response, it is inaccurate. DK Rentals never had anyone come out to check for black mold. They only sent a handyman to paint the ceiling where the prior water damage had occurred. 

  Again, to clarify my grievance with DK Rentals, here are the issues:

  1) DK Rentals has unfair and unethical business practices. For example, their employees are trained to lie to their tenants. I have been lied to and/or given false promises by multiple employees on multiple occasions. One example is the general manager ***************************** stating that they will compare the move in report to the move out report and reduce charges and that I just need to sign the reconciliation letter so that they could make the adjustments. He said that to me knowing full well that they would not make any reductions to the amount once they had my signature on that document. I was forced to sign the reconciliation letter under false promises and duress. Another example is me having a phone conversation with their employee *********************. She clearly stated that if I signed the reconciliation letter then ***** would pay out the claim and that I would not owe anything. Again, she led me to believe this to be true when in fact it was a lie the entire time. 

  2) DK Rentals is not following the rules of the Georgia Landlord Tenant Handbook. The following is quoted from page 14 of the handbook:

  Deductions from the security deposit. The landlord cannot keep the security deposit to cover normal wear
  and tear that occurs as a result of your using the property for its intended purpose. Normal wear and tear
  means the expected slight damages that happen over time from you and your family or guests ordinary use of
  the unit. But, the landlord may keep part of the security deposit for:
  Damage caused to the premises by the tenant, members of the tenants household, pets, or guests, that
  is done on purpose, by accident, or due to careless acts;
  ****** rent or late charges;
  ****** pet fees;
  ****** utilities that were your responsibility under the lease; or
  Damage to the landlord caused by early termination.
  

  The entire point of my complaint is that DK Rentals is charging for the normal wear and tear of the property. There was no damages caused by us. The charges that DK Rentals have made against us is for "excessive" wear and tear when in fact it was part of normal wear and tear. The areas that needed to be touched up needed to be touched up when we moved in and they never were. DK Rentals wants to charge us for the cost of keeping up their property; this goes against the rules of the handbook.

  In summary, it is clear that DK Rentals has unethical and borderline illegal business practices. They have already received $900 from **************** which now puts me on the hook for $900 to repay Rhino. ********************* from DK Rentals lied to my face regarding my Rhino coverage. And now I am stuck owing $900 to Rhino after having paid about $1000 in premiums to Rhino. How is this fair in any way? By the time it's said and done, I will be out about $2000 without having done anything wrong or caused any damage. DK Rentals is still trying to get $250 from after telling me that Rhino will take care of it. 

  I am asking the BBB to help me get this money refunded from DK Rentals and to make the public aware of their business dealings. 

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

  

  Business Response

  Date: 06/24/2024

  Good morning,

  As said before, we compare the move out inspection with the move in inspection, in order to only charge what is more than normal wear and tear, in this case a light cleaning was needed and additional charge for touch up paint for scratches created by the tenant, and the reconnection fee for not having the utilities connected as the lease says.

  The claim was send and the "damages" were approved form Rhino, of rhino collects money from the tenant y something between Rhino and the tenant, they have a contract signed that we cannot decided or have any interference with their procedures. Rhino approved from the reconciliation letter the payment for the damages but not the reconnection fee, but is strange received this complain when the tenants finally did the payment for the reconnection fees as the lease says, If we were doing something illegal as they are saying, why they paid? find attached the letter as proof of it.

  Signing a move out inspection it does not mean it cannot be change, if we find evidence that we are charging something that should not be there we will remove the charge, but in not this case.

  Regards

   

   

   

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21795580
  
  I am rejecting this response because:

  I only paid the $250 balance to DK Rentals because I did not want them to ruin my otherwise perfect credit history. I still think you are a shady company with unethical business practices. You still show a balance of $1,150 on my credit report. I am asking you to immediately remove it from my credit. I dont want anything to do with your company. My complaint is still valid because I want to warn other people who are considering using your company. There is a valid reason why you have so many 1 star reviews on ******* My experience is not an isolated incident. 
  

  Remove the balance that you show on my credit report immediately. I do NOT owe you anything. 

   

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

• Initial Complaint

  Date:05/24/2024

  Type:Product 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.

  My previous landlord (******* properties) was bought out by my current landlord (DKRentals.net) in late April. We were advised to delete the previous tenant app and install theirs for payments and other things. Deleting the app didn't delete the monthly payments already setup so May rent went to both ******* Propeties and DKRentals.net. I immediately advised the new landlord and asked for resolution. I advised they can refund or advise that it will be used to cover **** rent. No resolution yet. I had been advised by **** with DKRentals that ******* Properties had turn over the overpayment to DKRentals.net. I have been called and asked if the payment was reversed to my acoount and i logged in and told the agent no. I've told them that they can refund or tell me that they will use it for **** rent but there seems to be no sense of resolution from this company.

  

  Business Response

  Date: 06/03/2024

  Good morning,

   

  As the tenant said, DKRentals bought the previous management company of this property, due to a lack of information for the past property management company took us some time to collect all the information, we already advice the tenants that they will have a credit on julys rent so we can solve this issue and move forward with them as the new property management company 

  Customer Answer

  Date: 06/03/2024

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

• Initial Complaint

  Date:05/20/2024

  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.

  DKRentals does not adhere to their portion of the rental agreement, engages in unsafe and inaccessible business practices, mishandles advanced notice, and exploits the Rhino ************************** policy agreement to intimidate and extort money from tenants. My husband and I provided 63 days' notice that we would not renew our rental agreement, and yet DKRentals did not schedule the exit inspection until after we vacated the premises; they did not notify us of the day and time of the exit inspection, so that we could attend; and we were unable to re-enter the property due to relinquished keys. The ill-timed exit inspection conducted by DKRentals resulted in charges for disconnected utility fees. We expressed concern about the checkout procedures, requesting that we leave all keys within the home and place a key to enter the property outside the house because no one routinely staffs the actual office building of DKRental. One of the neighboring offices to DKRentals generally accepts their mail and will tell you it is rare for a person to be available in the DKRentals office. DKRentals does not conduct move-in or exit inspections with the tenant present, as their contract claims. We took pictures and provided them to DKRentals as proof during our self-guided move-in and exit inspections. Yet, they billed us for disconnected utilities, light dirt, faded paint, and the removal of a TV mount that already existed. We have pictorial evidence of this in our move-in inspection photo of the kitchen lighting on page 2. DKRentals implies that disconnection fees, faded paint, a preexisting TV mount, and light dirt constitute excessive wear and tear, worth $1460. During our refute, DKRentals did not acknowledge our documented proof of misrepresentation and stated they'd send the charges to Rhino to see what they approve of paying. Knowing that we are responsible for paying Rhino whatever Rhino pays to DKRentals, we want the charges dropped because they're baseless.

  

  Business Response

  Date: 05/22/2024

  Good afternoon.

  Per law we must do move out inspections, please find it attached.

  The move in inspection is completed by the tenant thru and app "My Walkthru", and it was completed by the tenants on 5/03/2022, lease find attached.

  Rhino is a third-party company that offers a coverage amount to the tenants during the term of the lease, the tenants have to apply with them, we don't manage Rhino. When the tenants moves out and they have Rhino we have to submit a claim to them attaching photos, the lease, the reconciliation letter and additional documentation if needed. 

  Evidence was sent to the tenants and to Rhino, and Rhino approved the claim.

  Related with the utilities the lease says "Within three (3) Business days after the date of termination of occupancy, Management will inspect the Premises and compile a comprehensive list of any damages done to the Premises during Residents occupancy which list shall be signed by Management. Resident agrees to keep all utilities on, including electric, gas and water, from date of occupancy through the date of the move-out inspection. If any utility is off at the time of the move-out inspection Resident agrees to pay Management a $250 (utility restoration fee) as well as all costs incurred by Management to restore/reconnect the utilities"

  Regards
  

   

   

   

   

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21737394
  
  I am rejecting this response because:

  I contest the feedback provided by DK Rentals for the move-out documentation is not consistent with the charges. Regarding the charges for disconnected utilities, the move-out inspection states that the following items are good: Sink, Toilet, Oven/Stove, outlets & water heater. Additionally, there is a claim that the heater/AC has no power.
  
  It seems illogical to label a gas stove as good when there is no electricity or gas supply to the unit. Similarly, how can a sink and toilet be considered good if there is no water flowing or flushing from it? The same applies to the outlets and water heater. If they are not functioning, how can they be deemed good? These inconsistencies raise serious questions about the validity of the charges. Expressly, how can an oven/stove have electricity and gas, but the heater/AC not have electricity and gas?
  
  The evidence provided for 'excessive wear and tear' is questionable. The ** mount is clearly visible in the move-in documentation, and the pictures of walls with blue tape marks do not prove 'excessive wear and tear.' Similarly, the footprints on the floors could have been caused by the inspector's dirty shoes. This lack of substantial evidence undermines the validity of the charges.
  
  The issue with DK Rentals is fabricating charges and submitting them to Rhino for payment.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/03/2024

  Good morning,

   

  Im attaching the reconciliation letter and their lease, there you can verify that it says that the utilities must stay connected for 3 business days, is not something added at last minute, it has been there since day one they signed the lease.

  Also you can find the reconciliation letter where you will see the charge for the touch up paint is minor, we are not charging for all the marks or scratches is just a charge beyond normal wear and tear.

   

   

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21737394
  
  I am rejecting this response because:

  DK Rentals is dishonest in charging us for the reconnection of utility fees, and the remainder of the charges are also misleading which is why we request them to be dropped. DK Rentals did not say there was a disruption of utility services within their inspection documentation. The documentation provided by DK Rentals states that the oven/stove is good, the sinks/toilets are good, the hot water heater is good, and the electrical outlets are good. They then state that there is no power for the *********** One cannot verify the other household items if there is no power at the property. The documentation is to represent what is true on the date of the move-out inspection. Therefore, we do not owe for reconnection of utilities as no documentation was provided to prove there was a disruption of service.
  
  Additionally, DK Rentals requested money to remove a ** Mount above the fireplace; however, in their current vacancy listing of the property, DK Rentals did not remove the ** Mount. The ** mount is visible in our Edgemont WalkThru documentation from 2022 on Page 2 in the photo named Kitchen Area Lights and Ceiling Fan. We were asked to pay to remove a wall mount that currently existed on the property, and it continues to exist even after DK Rentals requested money to remove it. Lastly, attached Ive provided a Word doc with pictures of the vacancy listing of the home by DK Rentals. Our move-out pictures provided a cleaner home than the presentation of the home in the listing, there is increased debris in the garage, visible scuff marks on the wall in the washroom photo, and even shoes by the front door of the home which prove painting, light cleaning, removal of the ** mount to include wall patching and painting of walls did not occur. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/10/2024

  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 lived in my home since October 2023 up until March 26,2024 with no heat pregnant with two children outside the womb. We lived in low temp without even space heaters provided by the company AT least! I called them everyday up until March for an accommodation since they couldnt get it fixed. The first person they sent out told me its a lot of work thet needs to be done and it will be costly. I never heard from the contractor they sent out or them. I asked for a portion of my rent to be given back or less since Im living with no heat. I did want to give them time. Everyday I was told it either didnt matter because they have people with leaks or they will contact the owner. Nothing ever happened. I have been paying rent full price no heat. I went into delivery February 25,2024 and had to bring my newborn to a home they was below temp. I keep asking for my accommodation of payment since the house was truly not in a habitable state. Still have not received nothing and keep getting told theyre still waiting on the owner since October. The heat was finally fixed March 26,2024. I dont think they have ever reach back out to the owner if so I will file for small claims to the owner address along with the company. They illegally put a balance in my credit after knowing they owe me money. They have charged me a late fee because I didnt send a picture which isnt in my lease. Long as the monies are there that is all. I told the lady **** and still nothing.

  

  Business Response

  Date: 05/24/2024

  Good afternoon,

  The tenant has been residing in the property since 3/14/2023, not since October, and has also renewed the lease until 2/28/2025. Regarding the specific issue with the heater, the repair was handled by the owner. It's worth noting that owners typically take longer to complete repairs compared to a property management company. Additionally, repairs for appliances can sometimes be delayed due to the time needed to receive spare parts.

  The tenant has expressed concerns, but it seems she is seeking compensation due to late rent payments. It appears she is requesting compensation to offset the late payment fees accumulated over several months.

  Customer Answer

  Date: 05/31/2024

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

• Initial Complaint

  Date:03/27/2024

  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.

  We rented from DKretnals Jan 23' to Jan 24'. They forced us to use a shady company called Rhino instead of taking a typical security deposit. You can ****** and read about all the complaints people have about Rhino. After we moved out, DK rental didn't do a walkthrough with us and filed a claim with Rhino, their attack dog, for over $1k. They provided no evidence of the before and after, even though they claim they did. We provided pictures of the professional cleaning and even went back and cleaned up the leaves. They then lowered their claim by 65%, asking for 35% of the balance (random calculation). Now they filed a second claim, yet again with no evidence. STAY AWAY FROM THIS COMPANY. They are using Rhino to strong arm renters and pressure them into paying claims that have no legal grounds. I will be suing DKrentals and Rhino for abuse.We need help to pursue investigation into Rhino and DKrentals.net. They are both making claims with no evidence and pressuring us by threatening to ruin our credit score. They come up with random amounts to for us to pay and then don't explain what the amounts are for.Our ask is to make our amount owed $250. That is all we're willing to pay for carpet cleaning. And nothing more. That's my final offer. If they don't reply, I will take them to court for their abusive practices.What is the role of the BBB? This should be illegal and I would appreciate some guidance of how to hold both Rhino and DKrentals accountable for their abusive practices.

  

  Business Response

  Date: 04/26/2024

  Good afternoon,

  We performed as always do a move out inspection after the property was vacant and this inspection was shared with the tenants, the property needs to be cleaned and the carpet needs also a professional cleaning because of the stains, the floor was scratch in different areas, and this is not normal wear and tear, which is why the charged was made. -please find the move out inspection attached-. The amount charge to the tenants is the amount the contractors charge for completing those works.

   We never forced the tenant to use in this case Rhino, we suggest it as an option, but they can also pay a normal security deposit up front.

   

   

   

• Initial Complaint

  Date:02/19/2024

  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.

  Hi Team, I bought a new property in July 2023 for rental purpose and hired DK rentals as my property management team in Aug 2023. We got the tenants in early October and ********* asked me if I want to take care of the move in cleaning. I said yes, I'll do and communicated the same the to team in text and email form. After that I arranged the cleaning myself and it was completed and DK rentals team was communicated on the same day and they confirm it was done. In spite of all the communication and cleaning clearance was signed off, they still forcefully charged me claiming they have taken care of the cleaning, which is nothing but a complete lie. I've been following up with them over a month now and they're not responding. I'm very much stressed out at this point and looking help me to get back my refund. Summerizing the series of events happened:10/11 - Jayla from ********* reached out in text to check on move-in cleaning ownership 10/11 - I (******) confirmed in text , I'll take care of it 10/11 - ***** agreed and said ok 10/23 - I (******) and my hubby(Amit) both Informed ***** (DK Rentals) that my cleaners will go on that day to clean the property. 10/23 - Cleaning completed. **** informed the ********* team (***** and *****) in email 10/23 5:45 PM - ********* acknowledgement they're good on cleaning However, I am now being informed that the cleaning has already been done without our consent on 10/25. As per the documents it's requested on 10/25 which is totally ridiculous. I've aksed evidence of the authorization where it states I've allowed DK rentals to send a cleaning person to our home. They are NOT able to provide it.This is a fradulant activity happened to me and as a valued US citizen and consumer I am requesting your kind attention on this matter at your earliest to resolve this.Thank you ***************

  

  Business Response

  Date: 02/20/2024

  As the owner is saying they sent someone to clean the property, but before the move in the property was not properly cleaned, we sent one of our contractors to complete a cleaning to the property.

  We responded to the owner more than one email also we had calls with her regarding this situation and also we were trying to get into an agreement with the contractor that did the work and see if they can give us a reimburse even though they did the work.

  As evidence of the work done at the property we uploaded the invoice from the contractor and also pictures of the work done.
  

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21317110
  
  I am rejecting this response because:
  

  Point 1: No communication from DK rentals that they're arraning for a separate cleaning instead they confirmed the cleaning from us is good for move in. (Doc 3)

  Details: I've clearly communicated to Jayla (DK rentals) on 10/11 I'll be doing the cleaning on 10/23. (Doc 1)

  I do see the cleaning request was generated on 10/19 , 4 days before the actual cleaning from us took place - so it's questionable how even before cleaning took place it didn't meet the "standard". 

  On the morning of 10/23 both me and my husband agained informed ***** that we're going to take care of the cleaning and she asked if we have a key to enter the hosue. (Doc 2)

  Please note : ***** or anyone from ********* didn't communicated to us they are also arranging for separate cleaning and they're going to charge me for that. Instead she mentioned, when we clean, it requires cleaning for only toilets and appliances since it's a brand new property. That means she accepted there won't be any other cleaning than we taking care of it.

  On completion of the cleaning (from us) we informed the DK rentals team that cleaning has been completed and it's 100% move in ready and DK rentals confirmed they are good with the cleaning. Please note, the conversation took place on 10/23 afternoon, 2 days before the ********* arranged cleaning happened. (Doc 3)

  Point 2: I have never provided any authrorization on cleaning , neither I was consulted and they are unable to provide any evidance for the same. Without my consent, how the 3rd party cleaners entering the property is a big question and ********* is unable to provide any witness from their team who was present at the job site with the keys. I'm afraid this is a clear incident of trespassing which leaves me and my property insecured. 

  Point 3: This is complete lie. The amount charged was $385 (highlighted in doc 4) not $350, but ********* keep saying 350. They're telling made up stories to manage the situation now.

  Point 4: I've never got any reply from *******, even after several attempts and all of a sudden he's replying since I raised the complaint with BBB. So it was clean case of fraud and that's why they're not responding. 

  I kindly appeal to BBB to review the case again because it a clear case of Fraud,  negligence in customerservice.

  I'm attaching the further documents with the dates highlighted.

  Your help would be greatly appreciated on the refund.

  Sincerely,

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

  

  Business Response

  Date: 03/07/2024

  The management agreement signed by the owner, clearly states that DKRentals.net has the authority to do any last minute items that are needed to make a house rent-ready.  Owner approval is not required.   This clause is in the management agreement for good reason.  A delay in a tenant move-out will result in lost rent.  Lost rent (as in this case) would exceed that actual cost of repairs.  Our leasing agent is a license real estate professional.  When she did her last inspection before move-in, she determined that the house needed to be cleaned again.  No tenant wants to move into a dirty house!  Just because the house was cleaned once, doesn't mean the house never needs to be cleaned again.  As DK (and tenant) expect the house to be clean upon move-in, DK expects the tenant to leave the property clean at move-out.  

  Respectfully submitted,

   

  DKRentals.net

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21317110
  
  I am rejecting this response because:

  1. It's a STRICT VIOLATION of the agreement signed between me and DK Rentals. 
  

      As per the agreement , it's clearly stated in #7 in page 2 of the agreement that the amount should not EXCEED $300 WITHOUT PRIOR Approval from the Owner.  The amount charged was $350 .Please see attached is the copy of the both agreement and invoice for cleaning.

  2. It's a BRAND NEW House and never used . And ********* has communicated it DOESN'T requires any cleaning EXCEPT toilets and appliances (outside). 
  

  3. Also note that it was clearly communicated to DK rentals we'll be doing cleaning (entire house even though it was NOT recommended by DK rentals) on 23-Oct-2023. However, in spite of the communication, ********* went ahead and put a work order in their system on 19-Oct-2023. How did they confirm the cleaning didn't met the standards a lot BEFORE actual cleaning was completed by OWNER? This is not only ridiculous also shows NEGLIGENCE in customer communication and ability to TRUST.

  DK rental request cleaning to external cleaner -  10/19/2023

  Owner completed cleaning - 10/23/2023

   I hereby request BBB to help me get a COMPLETE refund for being genuine and honest in the business and also take appropriate action for violating the agreement and close this thread.

  
  Sincerely,
  
  ****** De

  

  Business Response

  Date: 03/20/2024

  Unfortunately our client omitted the section from the management agreement regarding repairs which I've copied below:

  "unless made under circumstances which Agent (DKRentals.net) deems to constitute an emergency or are contingencies of an approved application for lease"

  Cleaning the house before move-in was a contingency of of the approved application.  

  Would you want to move into a dirty house???

  Respectfully,

  DKRentals.net

  Customer Answer

  Date: 03/26/2024

  
  Complaint: 21317110
  
  Hi Team, 

  I'm providing more info below: 

  - It has been clearly communicated to us only appliance and bathroom requires cleaning since this is a brand new house . Attaching the communication email screenshot from ************************* - DK rentals.
  - From above it's evident, the house was not dirty at all except microwave inside and one bathroom downstairs. And it was throughly cleaned on 10/23. 
  - The cleaning request for external cleaner was put in the system on 10/19 , 4 days before the owner communicated cleaning and ********* post cleaning verification took place. How can you order for a cleaning without verifying the communicated cleaning for appliance and bathroom?
  - You are not able to provide evidences of inspection after cleaning was not after the cleaning completed and acknowledged by DK Rentals team on 10/23. There is no inspection report generated in the system.

  I hereby request BBB to investigate the matter further . 
  This is a fraudulent activity and please help me getting a refund me $385 as asp.
  
  Sincerely,
  ****** De

  

  Business Response

  Date: 04/15/2024

  Our leasing agent inspected the property just before tenant move-in and determined that the property needed  cleaning before tenant move-in. There is DKRentals.net's standard operating procedure for all properties before move-in to ensure a quality experience for our new tenants.  DKRentals.net expeditiously had the property cleaned. As mentioned previously, the contract with the owner authorizes DKRentals.net to take care of any last minute items without owner approval when the tenant is about to move in.