Complaints

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• Initial Complaint

  Date:12/30/2024

  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 have paid RPMM $2520 in rent since moving out 10/31/2024 (+ and extra $1260 on 01/01/25), forfeited our $1200 security deposit because of it, and have been paying all the utilities on the house until they rent it out, even though they are not actively trying to rent out our home in a timely manner.We signed a 2nd lease with our rental company for the house ******************************************** with the intentions of being in a month-to-month lease as I had called on 12/19/23 to ask about a month-to month option for the next lease after already inquiring about 6 month leases through text on 11/21/23, and deciding that month-to-month would be best. I called on 04/10/24 and left a VM after seeing that our rent was $1260 even though it should have been $1510. ******** G emailed back that "The option we have is to list the property immediately as soon as you move out and we will get it leased as quickly as possible. Until we have it lease you will be responsible for the rent and once rented your obligation will end and if it's in the middle of the month, we will prorate rent back to you." I responded back with part being "I see we didn't pay the extra $250 for March or April. Will that just be added to the app for us to send the payment?" ******** responded with: "No ma'am, your rental amount is what you paid this month. If you get the job, let me know and once you move we will get it back on the rental market ASAP as soon as we complete the walk through. That way it's leased as quickly as possible."Thinking this was awesome, and we were saving money, I was pretty happy. Little did I know that the real process involved forfeiting my security deposit entirely, and being stuck to pay December and probably January when they made it seem like such a fast and easy process. On top of that, our utility bills have to stay in our name, and even though we aren't even living there, our bills are either the same amount or EVEN HIGHER than when we were living there.

  Customer Answer

  Date: 12/30/2024

  I have found a text message thread from when I had attempted to reach out to ******** G regarding an issue with our resigning of the lease, and how we should have been charged the $250 more per month because we had asked to go month to month, or even with a 6 month lease. 

  Customer Answer

  Date: 12/30/2024

  Rather than paying the extra $2000 in total on top of our monthly rent ($250 extra per month until end of October) to go month-to-month, we've paid $2,520 in monthly rent since we've moved (+$1260 on January 1st if still not rented out), not including the $1200 security deposit that we had to forfeit to buy out of our lease, and the utilities we've been paying since we moved out. Even though I messaged about the month-to-month option and left a voicemail before getting the attached email thread "Buyout of Lease" about how we can have the property listed immediately after move out. 

  I would like our security deposit to not be forfeited as that was not even stated in the original email, and I would also like to request $520 back, as we would have only paid $2000 extra in rent had we been changed over to month to month like originally discussed (plus an additional $1260 if we have to pay January rent). I don't even care about the utilities cost at this point, I just want our extra rent we've paid as well as what hasn't been used out of the security deposit for cleaning and such to get the house back on the market. 

  Business Response

  Date: 01/07/2025

  Please see the attached documents. One showing that the residents were in a current lease agreement through February 28th, 2025. The residents decided to move out early, thus still being in a lease agreement our process (instead of having them pay out the full lease) is to try and re-rent the property so that the tenants are not responsible for that full amount of rent (this is also stated in the first paragraph of the "breaking lease early addendum" that the residents signed). The attachment the resident named "lease buyout" was simply the Property Manager explaining that process to her, there was nothing stated about a lease buyout, she said we would list the home on market and try to get the home re-leased as soon as possible, which we have done. Please also see the attachment called "process of tenant breaking lease early" that both residents signed, as it states the process of paying rent until we get the property re-rented and all the other stipulations. Unfortunately, we do not have control how quickly properties will rent and this is slow season for rentals. We have gotten a resident that is supposed to be moving in February 1st. ****** stated to ********, Property Manager, that she would not be paying ******* rent or any further rent so we have reversed her ******* charges, even though per the letter she signed, she said she would pay rent until the home was re-rented. If you read the Breaking lease early addendum that the residents signed and see their current lease agreement they signed ending February 28th, 2025, you will see that we have followed everything we listed in those letters. Thank you for your help. 

  Customer Answer

  Date: 01/07/2025

  Complaint: 22735529
  
  I have reviewed the business' response and am rejecting it because: the attachments called "Lease Buyout" is called that because ******** titled the email "Buyout of Lease", signifying that this is the process for lease buyout. We did not contest because it sounded like the better option than going month-to-month like discussed over the phone in December of 2023. This email did not state we would continue to pay utilities as well as forfeit our deposit. Had she mentioned that in the email, we would have continued searching for alternatives options back in April. I am not willing to pay January rent because I've already paid $520 MORE than we would have in rent alone had we paid the $250 per month extra like discussed until we moved out at the end of October. 

  At this point, we are asking for:

  a refund of $520 for the extra rent paid

  our security deposit not to be forfeited - meaning we will get any amount back that wasn't used for anything beyond normal wear and tear.

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

• Initial Complaint

  Date:07/01/2024

  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.

  In May 24' we gave our rental to keys to RPM after speaking with them on the phone twice. We were buying a house mid-lease, and they assured us that they would find a new tenant by the end of June, and we would not have to pay **** rent (both conversations were over the phone). RPM then listed the house for sale rather than rent, and did not notify us. We had to contact them, and they said we'd have to pay **** rent. We decided since we had to pay **** rent anyway, we would live in the house through the end of **** as the legal tenants of the lease. We requested our keys back, and RPM refused to give us our keys and then proceeded to take 100% of our $700 security deposit. They expect us to pay **** rent while not allowing us to live there, as well as maintain the utilities in our name & pay for them, and maintain the lawn. We understand that a lease was signed stating we would pay rent until **** 31 2024, and that RPM may not have known the house would be put up for sale. However, they cannot deny us the right to live in the home through the end of our lease, and then take our security deposit as punishment. The lease states we are the legal tenants until **** 31 2024, just as it states we have to pay rent until that date. We were not trying to get out of paying rent, we simply wanted **** rent forgiven or we wanted to live in the home for the month of ****. RPM has breached their contract in denying us access to our home while holding us to pay rent. We would like the $700 security deposit back (the house was left spotless and carpets were professionally cleaned), as well as $150 for **** utilities (estimated per June utility bill attached & hotter temperatures in ****). Lease requires us to keep utilities. Also attached is the lease stating we are the legal tenants until **** 31. Nothing additionally was signed when we gave our keys to them as a courtesy to find new tenants early per their promise of a 2-week turnaround and new tenants by the end of June.

  Business Response

  Date: 07/08/2024

  The tenant signed a legally binding contract that they would be responsible to pay rent and hold to the terms of their lease until 7/31/24 and then told us they needed to leave early. I haven't seen any communication where any employee told them we could have the home rented in 2 weeks, so I cannot speak directly to that, but it is not procedure to tell tenants a turn around period as there is no way for us to know how long it will take to re-rent the home. Some homes can rent in 1 week, others can take months. It is dependent on many variables. Also, tenants get upset like this if we tell them a date and then it doesn't get rented, so this is not something that we normally do. We did attempt to rent the home and had it on market for about a month, maybe a little less, at which time the owner did decided to put the home up for sale instead which is why I told our employees to not hold the tenant responsible for July rent when they were completing their move out process in our system. So July rent has already been "forgiven". Regarding the keys not being given back to the tenants after they handed them over to us, although nothing was signed stating they were leaving, the tenants did give us a notice that were moving out of the home on a certain date and handing it back to RPM. We also had already turned the unit and made it rent ready by the time they requested keys back, as well as checked with our attorney and he stated when keys were turned in, the possession of the property was turned over by the tenants at that time to RPM/Owner, which is why we said we couldn't give keys back to them. Since this incident, because I just received this letter in the mail today and it says I'm supposed to respond by today, I don't have enough time to look through our systems for all correspondence, especially what was told to the tenants up front when they said they were going to leave early but I have since typed up a letter that we will use moving forward in these situations, so that tenants will sign off on the "breaking lease early" process and show that they understand that means they are handing over possession of the property and will be forfeiting their deposit, along with other information about the procedure. I am hoping for future instances, this helps everyone to be on the same page, as it seems in this situation everyone was not. In saying all of this, to resolve the matter and let the tenants understand that no one is trying to take anything from them, the employees were simply following the terms of their lease agreement, we will send a check to the address provided for the $700 deposit and July rent was already not charged to them, so there is nothing to do there. The utilities were switched into the owners name on July 2nd and from what I viewed, the utility bills attached are not for the month of July. I will mail a check certified to the address provided in the initial letter that I received within 3 business days from today. Thank you. 

  Customer Answer

  Date: 07/09/2024

  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.
  

  To the business owner, thank you very much for agreeing to give our security deposit back and forgive July rent. From our first email with ********, that was all we wanted as she assured us a tenant would be found by July (even told us wed more than likely get June rent pro-rated), and we felt blindsided when the house was put up for sale with no notification. It was only after she told us via email that we still had to pay July rent & take care of the lawn, that we requested our keys to finish out our lease. All we wanted from our first conversation was this, and while we appreciate your willing to work with us, I wish it would have come before the countless emails and phone calls and a complaint to the Better Business Bureau. We will keep an eye out for the check, and again we do greatly appreciate this finally being resolved.

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