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:10/24/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business excessively charged cleaning and repair fees after I moved out. They charged for painting of worn off finishes and provided a vague list of "labor" and "cleaning" fees with items listed as "wall" or "cabinet." *********** provided a "white glove move-out checklist"to be done at move out. It was extensive, but I had hoped for a near full refund so I was meticulous in completing all of it by even bringing extra help from very particular cleaners to make it spotless. And it was. After I completed that and moved out they calculated their additional costs for cleaning, repairs, and labor, including 1000 sf of carpet cleaning, to be about $450 and sent the billing statement with vague narrative of what was completed and they were all items I had meticulously and painstakingly cleaned (inside of oven, microwave, fridge, cabinets, drip pans etc.) It seemed highly unlikely that what they charged for had actually been completed since the cleaning I completed was extensive! When I asked for "before and after" photos, or any evidence that it had actually been done, they responded that they had none, but responded that the items listed "needed a little more" done. Then they told me that if I had been at the inspection (that I was unable to attend because they scheduled it while I was at work) then I could have seen what they saw and taken care of it. They only offered a "Sorry you feel that way" and then said the "best they could do" was give an additional "courtesy" deposit refund of $75 with no explanation of what they were actually adjusting. They refuse to provide evidence that anything was done to actually constitute any cost and are additionally blaming the charges on the fact that I was unable to be at the inspection walk-through.

  Business Response

  Date: 10/28/2024

  When a tenant moves out, we provide a date and time that the tenant can be present to view things that we are seeing at inspections.  ********* ***** did not attend the inspection.  The tenant signed a lease agreeing that we would automatically withhold $200 to clean the carpets.  We also withheld $100 for Labor to take down kitchen light cover and clean and reinstall it, removed trash in store room, touched up paint on walls in left bed, replaced furnace filter and drip pans, $10 for the furnace filter, $87.50 for Kitchen: walls up high, dishwasher, lower cabinet doors, wall, inside microwave, oven, few cabinets and drawers, fridge. Dining room window that opens, walls up high. Living room walls up high and spot wash walls, furnace closet and coat closet doors. Hall bath: top of light bar, drawers, sink, toilet, tub, door. Left bed: window and track, doors. Back bed: doors, window track.  Master bed: windows, doors.  Master bath: top of light, drawers, toilet, tub, baseboards, fan cover and $50 for two urine spots in the carpet that were found.

  If the tenant would have been at the inspection, she would have seen the items we listed and we would have give the tenant 24 hours to take care of those issues.

  The $75 we offered was more than generous on a bill of $247.50 that we had paid out to have the work done.  I consider the matter closed and don't see any reason to offer that any more.

   

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22467311
  
  I am rejecting this response because:

  There still hasn't been any evidence provided to me other than a vague list of things that I had already completed which is the same evidence I provided that I cleaned those items (white glove checklist left at the property). It's essentially their word against mine of things they "repaired" (which can't even be called repair) that they completed 3 weeks after I officially moved out. Their inspection was done at a time that I wasn't able to attend and I wasn't aware that I could reschedule it to outside of their office hours (since I work during their hours and wouldn't be able to attend ANY time they would schedule it for.) If they wanted to actually give me an opportunity to fix those "problems" they found they would have reached out via email or a call. Please also note, I was not including carpet cleaning in the additional refund requested although considering how terrible the carpets were when I moved in I don't think the carpets are worth it.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 11/07/2024

  Attached is our documentation.

   

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22467311
  
  I am rejecting this response because:
  

  The documentation Rooftop Rentals has provided only proves that they paid money to buy and install a new refrigerator part which was already broken when I moved in and that they paid someone to paint "every inch" of baseboard which is general maintenance that the owner is responsible for. The actual printed information for additional charges doesn't even match the invoice that was sent to me. Additionally, the written amount on printed documentation provides no context on how that was determined and makes it look arbitrary at best and malicious at worst. This evidence goes further in proving my point than theirs. 
  

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

  Business Response

  Date: 12/04/2024

  The invoices provided by us to the tenant describes everything done to get the property turned over, ready for a new move in.  So you will see charges that were paid by the owner or Rooftop and charges that were determined to be paid by the tenant.  The tenant is complaining about refrigerator parts we replaced and did not charge to her. We paid for the refrigerator parts to get the property ready to re-rent.  Again, the only labor we charged ($100 which is very reasonable) to the tenant was for: Labor to take down kitchen light cover and clean and reinstall it, removed trash in store room, touched up pain on walls in left bed, replaced furnace filter and drip pans.  The only parts we charged to the tenant was $10 for a furnace filter.  We determined the $100 by the amount of time it took our maintenance to do those items. We didn't charge the tenant to paint every inch of the baseboards, again, the owner/rooftop paid that portion of the work.

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22467311
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *****

  Your latest response said you only charged $100 for labor. My invoice has $100 for repair and $87 for labor. The documentation you provided gives no explanation of how the amounts you charged me were calculated and the handwritten amounts don't add up to printed amounts on your documented proof. You can't even explain how the numbers were configured. Again, it's arbitrary at best. The company's inability to accurately report what they've charged for labor vs repair is clear evidence of that. And at worst is malicious. 

• Initial Complaint

  Date:11/10/2022

  Type:Order 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.

  We had found the listing of our apartment on 6/27 did a walk thru and were accepted right then and there. Signed the lease on June 30 of 2022 and pay deposit that day as well (****) ***** prorated amount of rent on July 8 of 1308 39 and got the keys that day. Paid rent on August 5 postmarked at the post office with a certified check (****). Got a call on September 9 stating that rent was late $100 which was not correct. Upon calling them back. They stated that it was just an error on their side after reviewing the lease and that still needed paid and they werent going to follow a legal binding agreement And so we spoke to an attorney and emailed over stating that it would be dismissed for ambiguity with a judge review and all documentation they stated that it was an error and errors in legal binding agreement and Thats not how it works it was owed. We sent the email on September 13 and got an email back from their attorney on September 14 stating another incorrect amount for amount owed for rent (**** plus w/s/t which the office has stated it was ****+ the 95 for w/s/t. We had stated that we would break the lease if we get the deposit back they said we would and we moved out 10/2 did walk through 10/3 and paid prorated rent (****** that I was told would be the amount at the walk through) they were cleaning carpets on 10/7 for new tenants to move in on the 8th we were charged to the 10/13 I kept powering our name until 10 eight which would be that Saturday and theyre trying to charge us as well until the 13th and charge us late fees for rent that was never late. We moved out cleaned apartment from top to bottom were only charged $60 for pain touch up and one bulb we had always paid rent on time and been good tenants and were told we would get our deposit back now theyre eating the deposit and stating we owe $72 which is not correct and we are just trying to get our deposit back . We would never have moved if they would have just stuck to agreement signed.

  Business Response

  Date: 11/30/2022

  To whom it may concern,

  We advertised the rent amount of $1595 plus $95 for water, sewer and garbage. We signed a lease with
  ****** and ******* starting on July 8th. On the lease amount it was listed as $1595 for rent and $95 for
  the utilities listed above. We have a spot on the lease that we total the amount due and made an error
  of putting $1590.00 total. We did call them when they only paid $1590.00 and they argued they should
  not have to pay the full amount because of the error on the total amount. They were fully aware what
  the rental price was when they signed the lease.

  Our lawyer than emailed them on September 14th saying if the Cummins would like to move out we
  would treat this as breaking the lease and they would be charged a $250 lease rewriting fee and they
  would be charged rent until the unit is re-rented. We found a new renter to start a new lease on
  October 14th, therefore we charged the cummins rent for rent up until the 13th of that month.

  The only thing we agreed to was that we would treat their lease as if they were breaking it and thats
  what we did.

  
  Regards,
  ***********************

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18385493
  
  I am rejecting this response because: it was listed at **** nothing stating 95 for water sewer and trash and upon signing the lease we read total due and checked the x next to total due stating **** was total due each month. We then were emailed by their lawyer stating **** plus 95 for water sewer and trash which is another incorrect set of numbers. And after speaking to an attorney they stated we should take it to court as we have had 4 sets of numbers given to us and a lease mistake or not still is not being followed in a legal binding agreement which therefor would be ruled ambiguity. We were told we would get deposit back and it was one of the cleanest left and all they had to do was charge for one light and paint touch *** as we filled in all the holes but were charged late fees from the **** paid but stating rent was late but never was and we paid total due on lease but were charged 25 late fees the first one 50 dollars and 10 dollars every day after that. When I did the final walk-through with the property manager, I was told $360.16 and that is what I mailed in and was charged Over 600 dollars for final rent until the 14th when we moved out on the 1st did walk through on the 4th and paid rent until the 8th when they moved in we also drove by on the 8th on our way to the grocery store and there was a uhaul there and people going in and out moving in and all other units were full when we moved out. We are just asking for our deposit that we were promised back and left the apartment in ************ shape and cleaned everything and are trying to avoid court we agreed to pay carpet cleaning even though they were done when we moved in but cat pee was there and had to have them replaced and move everything out from ***tairs after just moving in and that was a hassle and never complained. There should be $790 returned.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/14/2022

  We told the tenants we would treat their leaving as breaking the lease.  Meaning we would charge rent until the place was re-rented and a lease rewriting fee of $250.  This is what we did and we did not charge double rent on the property.  I would be willing to refund the late fees for September for a total amount of $290.00 if the tenant is willing to end the complaint.  I think this is more than fair.  If not then we will send her account to collections for the amount of $72.30 left on their account.

  Customer Answer

  Date: 01/04/2023

   
  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 if the check can be mailed for the ****** and the case can be closed. Check can be mailed to **************************************************************************************,
  
  *****************************