ComplaintsforRentz Management, Inc.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rentz Management, Inc. is contracted by our community's HOA. When I report our neighbors' HOA ordinance violations, such as letting their dog out without a leash, causing noise disturbances, or littering the yard, they ignore my reports and never respond via email or phone calls. After several attempts to contact the manager and leaving several messages regarding the littering issue caused by our neighbor, Robert Rentz finally sent me a mail saying, "I am not permitted to" (Please see the attachment for his response email). We are paying HOA fees to Rentz Management, Inc. to maintain peace within our community by enforcing the agreed-upon ordinances. However, they are not only ignoring our requests but also stating that they are not permitted to act upon them. I have rental properties in another community with a different HOA management company. They usually send violation notices to the offenders and enforce the HOA ordinances. Therefore, I need an explanation as to why and what prevents Rentz Management, Inc. from enforcing these HOA ordinance violations. Below is their business contact info that I'm complainig. Robert Rentz Rentz Management, Inc. 421 Scott St, Covington, KY 4101###-###-#### *****************************

  Business response

  06/06/2023

  Rentz Management manages the ********** ****** ****** Association.  Our responsibilities include the common areas of the ********** ****** Community.....entrances, pools, lakes, etc.  Homeowners in ********** ****** pay a small annual fee to cover these expenses.  We do not have any responsibility for individual homes or properties and are not permitted to involve the HOA in neighbor-to-neighbor issues.  If this homeowner has an issue with their neighbor, they should call their local police department or city government.

  Customer response

  06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This is not answering my question. I need to see the contract with our HOA stating that your business is excluded from the responsibility of enforcing the HOA guideline violations with a community neighbor. Typical HOA contractor usually being asked to enforce the community guidelines. You just don’t say you pay small amount, so we only do maintenance of the pool and community area with the amount you pay. I need to see your agreement documents with our HOA board for what you are responsible for. 

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

  Business response

  06/14/2023

  I have attached a copy of the ********** ****** CC&R's.  You can read in the document that we are responsible for the common areas (entrances and lakes) and recreational facilities (pools).  Any disputes you may have with your neighbor are not an issue that the HOA or management company would handle.

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This is a copy of the ********** ****** HOA regulations. However, it is important to note that this document is not a contractual agreement between our HOA board and Rentz management. Instead, it serves as a guideline for all HOA members, outlining the regulations that each member should follow.
  
  While Rentz management may make certain claims, it is worth mentioning that there is no specific assignment outlined in this document regarding the responsibilities of Rentz management. This guideline primarily focuses on the obligations of homeowners within the HOA.
  
  Therefore, I request to review the contract between our HOA board and Rentz management, which explicitly defines the scope of their responsibilities.
  
  Regards,
  
  ******** ********

   

  
  
  

  Business response

  06/19/2023

   To Whom It May Concern:
  
  ********** ****** ****** Association is the homeowners association that maintains the common
  entrances of the ********** ****** Subdivision, but unlike a typical homeowners association, it has no
  authority to enforce any of the restrictive covenants which bind the individual neighborhoods within
  ********** ******. The developer recorded restrictions on the use of certain lots in the neighborhoods,
  but did not assign responsibility to enforce those restrictions to ********** ****** ****** Association.
  The Association is therefore very limited in the actions that it can take to control owners’ use of their
  individually-owned property.
  
  
  
  *** ** ********* **** ******** ** **** *** ******** **** * ******* *** *** **** ******* ***** **** *********** **** ***** ********** ************ **** *** **** ************ ****** **************************
  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rentz Management is in violation of the by laws for ****** ***** Condominiums. The by laws clearly states that renters are NOT ALLOWED to have pets. I have called and sent several emails regarding renters having pets. They say "we mailed them a letter" and nothing else is done about it. It appears that they are not enforcing any of the rules with the renters. Many renters have bags of garbage and lots of junk on their patios. It is a shame that they are letting a once nice complex turn to nothing but trash.

  Business response

  03/30/2023

  Rentz Management works with the board of directors at Taylor Creek on this type of issue. Letters are in fact mailed to residents who violate the rules.  Owners can be taken to court to ensure animals in violation of the rules are removed. We also work with the board of directors in regard to patio violations.

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  ******** ******
  

   

  This issue has been going on for almost a year, the animals are still in the units.
  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Condo rules indicate "no bird feeders". A tenant above keeps providing seed for birds that cause a terrible mess from the balony above to my condo balcony below. Rentz Management has been informed no less than 3 times since December 2022 that this is occuring. Rentz indicated they would handle it. They have not. It still continues and is actually getting worse.

  Business response

  03/14/2023

  We mailed a letter to the homeowner with the bird feeders a month ago and instructed them to remove the bird feeders immediately as it is a violation of the HOA Rules and Regulations. That homeowner was also notified that if they didn't comply, a contractor would be dispatched to remove the feeders, and the expense would be charged to their account.  The complainant should contact our office if the issue persists so that we can follow through with the next steps.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a condominium in a neighborhood managed by Rentz. I pay Rentz $260 monthly to maintain the roads, gardens, and exteriors of the property including snow and ice removal. I have called Rentz multiple times about snow and ice removal for the December 23-26th storm. They did not remove the ice until the 27th. I had called the previous year about two separate storms not cleared- we had a sprained wrist as the result of their failure to clear ice. No action was taken by Rentz. My partner uses a wheelchair and is unable to come and go from the house due to the absence of snow removal. My car got stuck twice in the snow Rentz failed to clear, and I ended up having to hand shovel/clear a path to my house as I couldn’t access my own garage. I would an adjustment of the monthly charge, as Rentz failed to provide the services it claimed to provide in a timely and appropriate manner on multiple occasions.

  Business response

  03/15/2023

  The snow event that Ms. ******** is referring to was a major storm that hit this area.  It hit the night of 12/22/22. Our office was closed on 12/23/22 due to the storm.  Snow removal crews were dispatched on 12/22/22, three times on 12/26/22, and again on 12/27.  I am unsure of any reason why her particular unit was missed or undertreated, unless she was upset that crews didn't show up on Christmas Eve and Christmas Day. 

  Customer response

  03/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  The company claims it is not their responsibility to clear roads on holidays. We do not all have jobs that allow us to take off on holidays. We need to be able to access our homes, get food, and go to work regardless. Additionally, as the complaint stated, this is a recurring problem. It is not acceptable for residents to be stuck either in or out of their houses for 3 days. 

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Rentz Management several times in the past two months regarding a water leak. They claim the leak accrued from a shared line. I have requested multiple times for a copy of the Markco Plumbing bill but have yet to receive it. Every time I call they claim they have not received the bill yet, it has been over 2 months. The leak happened on October 3, 2022. I was also told that they were paying for part of my repairs and that I was responsible for the rest; no one has contacted me as of December 6, 2022. I have a right to see the invoice to see what was fixed, since this has happened to me several times now. In addition to ignoring me calls and emails, I have also contacted them about a rubber strip missing from the top step, they have yet to get it fix. They have very poor communication and follow up skills.

  Business response

  03/15/2023

  Ms. ****** contacted our office on 10/3/2022 about a leak coming from the unit above her.  A plumber was dispatched immediately to investigate.  I contacted the plumber....the leak was from the bathroom of the unit above Ms. *******  The repairs were made the same day.  The owners of the above unit paid for the repairs themselves. We did not receive an invoice/report from the plumber since it was the homeowner's responsibility and was paid for by them.  This was a neighbor to neighbor issue and did not involve the HOA.

  Business response

  03/30/2023

  Again, this type of issue is between unit owners and does not involve the HOA or the management company. As a courtesy, we did as we were asked and contacted the unit owner above Ms. ******* We contacted him a second time to let him know there was still an issue. It will be up to her to resolve this issue with her upstairs neighbor.

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  ******** ******
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rentz mgmt has cancelled meetings the last 5 years. The last meeting was purposed that additional owners be voted for to oversee what goes on. There were two people on the board. One sold his condo which left one person on the board. It was mentioned in the last meeting that a vote to add other owners on the board. A woman that took the notes of the meeting said she was the lawyer for Rentz and oversee legal matters regarding HOA business. After the last meeting it was supposed to be a vote to allow others on the board of ********** condos. I learn that Sharon D***** is no longer the manager for ********** and the new person is Andrea ? now. Ms M***** said Andrea had surgery. I was informed that kristen ( the only board member) moved to take care of her mother which leaves no one on the board of ********** condos. The meeting was cancelled again this year regarding HOA members. Kristen that did live on the premises would access the utility room with the only key since no other owners were allowed allowed access in emergencies. Ms M***** suggest if emergency access is needed we can call the after hours line if it's not during business hours. I explained to her when water has to be turned off to the building to put a shutoff valve in place and a water leak is in progress the owners working to fix a problem usually have a owner on premises which was Kristen at that time. There are other owners that live on the premises but are not allowed access to the utility room. One of the women that was not a owner was given keys to the utility room but when a complaint was filed the locks were changed. I don't understand why the owners of the units are not given keys especially when they are doing renovations in their units. We are currently doing some work in 2 of the units we own, but if we had to immediately access the utility room we could call kristen right away. Now there is no one with keys on the premises that I'm aware of and Rentz doesn't seem to know either.

  Business response

  07/11/2022

  The last annual meeting of the *********** Condominiums was held on Tuesday, November 12, 2019 at 7:45pm at the ***** ******** Branch of the Cincinnati Library. The 2020 and 2021 annual meetings were not held due to the COVID-19 pandemic. Sharon D***** resigned from Rentz Management in January 2021. Andrea Knapp is the current Property Manager assigned to the *********** account. The next annual meeting is scheduled to be held in September 2022. At that time, a new Board of Directors will be established.
  
  One of the problems that we have repeatedly faced in the *********** community is the fact that the By-Laws state: “The affairs of this Association shall be managed by a board of three managers who… must be members of the Association and occupants.” Currently, only three (3) owners in the Association occupy their units; one of the three is not in good standing with the Association and the other two have no interest in being on the Board.
  
  It is accurate that Kristen C****** was the only remaining Board Member after the other member fell out of good standing with the Association and could no longer hold the position. When Kristen moved in March 2022, she left no remaining Board Members, as there was no one who could or wanted to serve.
  
  The By-Laws can be amended by a 75% vote of the ownership, but as the Managing Agent, Rentz Management has no authority to move forward with such an endeavor without owner approval. The current plan is to hold this year’s meeting as usual and hope that someone steps forward to serve as a Board Member. Until that time, Rentz Management continues to operate within the bounds of our contract with the *********** Condominiums.

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