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:04/29/2025

  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.

  I am writing to file a formal complaint against Rimrock Property Management regarding the improper and unjust deductions made from my security deposit after I vacated the property located at ************************************************** on March 31st, 2025. My security deposit amount was $2,500.00. I received a partial refund today, April 29th, 2025, with a total of $731.36 withheld for various fees, including:* Cleaning Fees: $201.25. I dispute these cleaning fees as the property was left in a clean condition, consistent with the expected condition upon move-out, considering normal usage. I had this apartment professionally cleaned, including vacuuming, mopping, wiping down all surfaces, as well as appliance and carpet cleaning. * Reinspection Fees: $35.00. I was charged a $35.00 reinspection fee, the justification for which has not been adequately explained. If this reinspection was due to issues that should have been addressed by maintenance, I believe this fee is unwarranted.* Maintenance Fees: $495.11. I was charged a significant amount of for maintenance fees. I had previously submitted maintenance requests for multiple items during my tenancy, which were not adequately addressed by Rimrock Property Management. The cost to address these issues should not be my responsibility, as most were pre-existing problems or the result of deferred maintenance by the property management company. Furthermore, I was also charged for oil stains on the drive way, and smoke detector batteries that were full upon my vacancy.Overall, I believe these deductions are unwarranted and represent an attempt by Rimrock Property Management to unjustly retain a significant portion of my security deposit. The charges for cleaning, unaddressed maintenance, and the reinspection fee appear to be a money grab.

  Business Response

  Date: 04/29/2025

  Good afternoon, I would be happy to address your concerns. 1) Cleaning: the cleaning done was per the 24 hour cleaning notice that was on 4/1/2025. In addition to this you responded via email on 4/8/2025 (see attached) to deduct the additional cleaning items from the deposit (we then hired a cleaning company and they did those items). 2) The re-inspect fee was for reinspecting after the failed move out inspection (the 24 hours given). See attached lease that stated the fee on page four. 3) Maintenance - this list was a result of reviewing the Condition of Premises verse the move out. We would be happy to discuss these items with you if you believe they are not a charge to you. We went off the *** report which did not have comments on these items. The largest bill item on the work order was the fence panels. We did not see that damage on the *** photos but if you believe it was there I'd be happy to discuss that with you. The other large item was the oil stain on the driveway, he took a while with degreaser on that item (again if you're stating it was there please contact us about that). The smoke alarm lights were red/off and we gave you the opportunity to replace the batteries per the 24 hour notice. The deposit went towards invoices from the vendors (cleaners and maintenance) not to us, so there is no money grab trying to occur. I apologize you feel this didn't occur the way you wanted, again please let me know on the condition of some of those items. As far as deferred maintenance I only show one work order that was canceled which was the front sidewalk was settling (yes the owner decided he did not want to do anything about that at that time). Please let me know what other items were not done as I do not see any other work orders submitted. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23263748
  
  Rimrock,
  
  We were aware of Trinity's inspection & the disagreement regarding cleaning. We expected a minimal fee for oven & a couple basic items that you didn't find satisfactorily done by our professional cleaner. We also stated we left items (like air filters & light bulbs) that could be exchanged for battery costs. The crux of our BBB complaint is the maintenance items listed on the work order, which are neither our fault nor responsibility. 
  
  The microwave light bulb and cover were addressed with Jaidyn. Our text messages made you 1) aware the issue existed prior to move-out and 2) we show you marked the maintenance request completed despite never completing it (an ongoing habit of yours). We clarified we were fine with you taking care of it after we moved out, but at no time did we have an agreement it would be at our expense. The hole in the fence has been there since we moved in; we simply didn't notice it until after our move-in report was due (like ***** hrs later). Regarding driveway stains, even your own outdated photos on Zillow show stains. Anything we added is well within the limits of general wear and tear. Our rental application included the age and number of vehicles. We've lived in 20+ rentals & have never been charged for driveway maintenance.
  There was no bi-annual inspection completed in March and none of these items were mentioned on previous inspections.
  
  With the exception of cleaning & the unwillingness to swap out filters & bulbs for batteries, I dispute the entire maintenance order. This is clearly an attempt to shift owner responsibility of ongoing costs of owning a home to tenants. We lived here for 18 months. Not once did the owners voluntarily invest into maintenance of their own property and when they did cover an expense, it was at our request.
  
  The rental process wasn't intended to be a cycle of owners and property managers incurring passive income while the tenants pay for rent AND maintenance as if their houses are still new. Rent should be utilized to offset ongoing use (by renters) of their homes. Security deposits shouldn't be withheld because owners/property managers don't do their due diligence. Otherwise, renters would be homeowners. 
   

  Business Response

  Date: 05/05/2025

  I completely understand where you're coming from. Thank you for clarifying the hole in the fence and the driveway, as stated we are always open to receive the tenants statement on maintenance if it wasn't specifically included on the Move In Report. This is the only report we can go off when conducting a move out because majority of the time, it was a different manager that did the move in verse move out so we don't have the personal knowledge of the house. I do show the microwave light on the work order and the maintenance tech stated "move to other work order and completed it" (not that it was just marked complete and didn't do it). I'm gathering maintenance didn't realize they added it to the tenant charge work order instead of owner and then it got billed that way. I am seeing the mistake here and apologize on behalf of that maintenance tech. I'm unaware of the statement regarding leaving the bulbs in exchange for the batteries but due to the other issues coming true I would believe that was probably the case. After review I'd be happy to return the $495.11 and charge this to the owner. Thank you 

  Customer Answer

  Date: 05/05/2025

   
  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:01/29/2024

  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.

  We are renting from this property management, since Friday 1/26/24 we have not had enough water pressure in the house to shower, do dishes, do ******, and we can only use the toilet about every 15ish minutes. On Friday morning when we noticed the issue I contacted the manager, this was at 07:45AM. They didn't come look until around 06:30 that evening then proceed to tell us they couldn't do anything until Monday when city water could come look they also stated they couldn't get ahold of the city water, but they would refund us for the days we went without water. That night I called the city water, and they told me that the Manager had not contacted them whatsoever, but they would come take a look. When they came they said that the couldn't do anything because it was an issue with one of the lines in the house and the plumber needed to come back. Saturday we had the property plumber come back again and he told us again it was up to city water and he couldn't do anything. Today when I contacted the Manager to see when we were going to get water back they informed me they couldn't help and they were not going to refund us for the days without water because we infact had "11 PSIs of water, so technically we have water". We now have been going on four days living in a house where we can only go to the bathroom every so often, cannot shower, do dishes or ******. They have also gave us inspection fees because they got told we were parking in our yard, which is not true and they fined us without even coming and looking. They are being very negligent and are not addressing the issues or are trying to do anything to make being without water any better.

  Business Response

  Date: 04/25/2025

  Hello, this original complaint was filed under the wrong BBB profile and we are not just finding complaints that we were unable to respond to. Due to the time lapse from this complaint the maintenance team I had in place at that time is no longer with us so I'm unable to find out what happened here. I'm very sorry to hear you went through a challenging 4 days without water and can understand your frustration. Please know that we cannot handle this type of job in house and would have had to rely on a plumber and or the city to handle it and that can be a challenge in itself. The plumber would have contacted the city, not management and so I can assume there was some confusion regarding the issue and job there. Thank you 

• Initial Complaint

  Date:06/26/2023

  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.

  We had been told they could not fix our front porch with loose steps because of a mold issue and were told they would have to replace the deck. This never happened and we also had made several requests for a lightbulb to be replaced above our stairs as at night there was no visibility and we were told they couldnt replace the lightbulb. The a/c constantly was freezing the pipes and then our dryer (washer/dryer) was awful and we would have to dry clothes 2-3x and when we made maintenance requests, nothing was ever done about the a/c or dryer. Then when they raised rent $100 in the span of 3 months we decided it was not worth the money and we moved out. We were not allowed to be present at our move out inspection, photos were taken and we were allowed re-entry to clean areas that they had taken pictures of and stated we needed to clean better. We did so, they then charged a $390 move out clean even though we had cleaned all the areas they had stated needed a deeper clean. They also charged us for 10 lightbulbs at $157.

  Business Response

  Date: 04/25/2025

  Hello, this complaint was filed under the wrong BBB profile and we just now found them so are responding. I'm very sorry to hear of your issues. I can understand your frustration but please know we do not make the maintenance decisions about the house, the owner does. I know this owner was being quite difficult on approving anything to be done. As far as the move out goes, I apologize for the inconvenience regarding the inspection. That was a policy put in place at that time to protect the inspectors. Maintenance does charge $70/hour so yes most maintenance items can be high due to $70/hr plus parts. The cleaners charge $60/hour (we do not do this in house) and their bills can also be very high. I'm sorry you had a bad experience renting from us. Thank you 

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 20235778
  
  I am rejecting this response because:

  We had paid for the house to be cleaned professionally so having another professional cleaning company hired by Rimrock Property  come in and clean again was not necessary. Lightbulbs were replaced prior to us moving out and so unsure why 10 lightbulbs allegedly needed replaced. Also to mention the lightbulb above the stair we had requested be replaced as again, it was a hazard at night with no visibility on the stairs. When we moved in to the house there was dust on all light fixtures and fans, dog p*** in the backyard, and loose steps that once again, never were addressed. We understand house owners can be rather challenging but again loose steps and missing lights in stairwells are hazards and dangerous. The gentleman we spoke to on the phone was unprofessional as well when we were trying to discuss and understand the $500+ taken from the security deposit. 
  

  Business Response

  Date: 04/28/2025

  You were given a 24 hour cleaning notice with the opportunity to do the missed cleaning items and or send your cleaner back. I would direct that frustration at the cleaning company you hired since they missed so many items. I show a work order completed on March 30th 2022 stating the maintenance tech had reattached two front steps therefore I show that item as resolved. I dont show any further work orders submitted from you on this item. In regards to the light bulb Im unable to provide further details as I do not show any work orders submitted for this item to know if it was or wasnt done. Again, I apologize you had a bad experience and I wish I could have referenced this years ago but we are just now receiving these complaints. Thank you 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 20235778
  
  I am rejecting the response provided by Rimrock Property Management for the following reasons:
  
  At the time of our move-out, we had thoroughly cleaned the property and documented its condition with photos and video. While I no longer have those records due to the passage of time, I can confirm that the home was left in significantly better condition than it was upon our move-in. We also hired a professional cleaning service that did an excellent job, and we personally inspected the property afterward to ensure it met all requirements. Additionally, we referred directly to the move-out photos that the management company had provided when giving us 24 hours to address any deficiencies. These photos served as a guide, and we made sure all noted concerns were corrected before our final departure.
  
  The cleaning charge of $390 implies 6.5 hours of cleaning at a rate of $60/hour, which is unreasonable given the propertys condition after our cleaning efforts. The math and timeline do not align with the actual state of the home when we left.
  
  Additionally, the maintenance issue regarding the deck steps was never resolved during our tenancy. We were informed that the deck required replacement due to mold and were told the company would follow up on this, but no such contact or repairs occurred during our time there. Unless the issue has been addressed after our departure, those steps likely remain loose and unsafe.
  
  Furthermore, we were charged nearly $200 for the replacement of approximately 10 lightbulbs, based on a claimed maintenance rate of $70 per hour. However, this issue was never included in the written 24-hour notice we received, which is required under Montana Code Annotated ********* and *********. Under Montana law, landlords must provide tenants with a detailed notice of cleaning or repair issues and give at least 24 hours to correct them before deducting costs from the security deposit. Since the lightbulb replacement was not disclosed in that notice, this charge is not only excessive but also legally improper.
  
  We understand that these claims are being received late due to a misfiling; however, we stand by our original claims regardless of the timeline. It is unfortunate that this delay occurred, as we would have had stronger evidence to help clarify the situation and allow the company to correct any mistakes in their assessment of the charges.
  
  For these reasons, I stand by my original complaint and do not accept the response provided. Given the excessive and, in some cases, improper chargesparticularly the cleaning fee and the lightbulb replacementwe are requesting a full or, at minimum, a partial refund of the amounts withheld from our security deposit. We believe this is a fair resolution based on the condition in which the property was left and the companys failure to comply with Montanas legal requirements regarding tenant notification.
  
  

  Business Response

  Date: 05/02/2025

  After discussing the issues with the owner of the property, and mostly due to the issues of time here he agreed to offer you a refund of $300. Per MT Statute regarding 24 hour notice this is for cleaning only, not maintenance so the comments on not giving notice do not apply. We typically like to have tenants do that if they can but I'm not sure what happened here. And again can't ask the team members since they don't work for us anymore. I would like to think the cleaners we hire don't take advantage of the job but we do sub-contact that out so I don't have full control of their bill (beyond ensuring they do only the items mentioned per the cleaning report). I wish I could have addressed this last year so we could analyze this closer but I do hope we can come to an agreement on this issue so you feel satisfied. 

  Customer Answer

  Date: 05/04/2025

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

• Initial Complaint

  Date:12/15/2022

  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.

  We rented through Rimrock Property Management starting in October of 2022. They told us we were able to get internet service at the property, but when the technician came to hook up the internet he said it wouldn't be possible due to their construction not reaching to the property. We went back and forth with the property management for a while and they finally agreed to let us out of our lease and not charge us for it. When we received our deposit back, we found that Rimrock Property Management deducted $150 from the deposit for changing the locks. If you look through the lease that was sent you will see that this is not in the lease. Therefore we never agreed to it, nor did we sign off agreeing to it and neither did the property managers. They refuse to refund this money. They said if we finished our lease we would not have to pay this fee. However, we were never charged for breaking the lease, and never formally broke the lease. Rimrock Property Management is actively taking money away from people and charging for things not agreed upon in the lease.

  Business Response

  Date: 12/26/2022

  Hello, you did break your lease. We agreed to waive our break lease fee as a courtesy. Thank you

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18595390
  
  I am rejecting this response because:
  That is not what I am referring to. I am referring to the $150 fee we were charged for changing the locks that was not in the lease. I am aware of the fact that we were not charged the lease break fee. We were charged a fee that was not signed nor agreed upon by either you, or us. We were not made aware of any lock change fee. Which I think you are aware of, but you are trying to deflect the question about a different fee that was in fact in writing. Why not address the fee that you are charging that is not in the lease or signed upon? I'm guessing because that would be illegal, and you know that, and that is why you are dodging giving an explanation. We are owed the $150 dollars. I will reiterate once again, and you can look over the attached document that YOU sent and had us sign; there is no information about paying to change the locks when vacating the premise. We were not made aware. And even if we were, neither you nor us agreed with each other that we would pay that upon vacating. If we did agree on it, it would be in the lease in writing. You have our address, and you know where you can send the refund of $150 that you are illegally charging. In the future, if you want to take more money from tenants, put your reasoning in the lease and ask them to sign and agree to those fees. 
  Sincerely,
  
  *******************

  Business Response

  Date: 05/05/2025

  Hello *****, again I apologize I'm unable to give direct details to this claim as I wasn't involved in this case and the managers that did it do not work here anymore. All I can state is typically when there is a fee for locks its because a key wasn't returned. The leases states: "Tenant(s) is responsible for the cost of re-keying, if all keys are not returned upon vacating. Tenant(s) is responsible for replacing and reprogramming garage door opener(s) not retuned upon vacating." This would be the only reason you would have been charged. I can't know whether that for sure was the case or not since it was almost 3 years ago but I understand your frustration. I would be happy to resolve this with a refund of the $150 discrepancy since it has been so long and we can't ask the appropriate parties. 

   

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:

  Not that it matters too much since so much time has passed, but I can assure you we returned the keys. We only lived in the property for a couple days over two weeks. I appreciate your response, and this sounds satisfactory to me. 

   

   

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