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:06/04/2025

  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.

  I signed a lease on behalf of my father. He verbally gave notice that he would be leaving the complex at the end of his lease August 2024. The complex disputed that and stated his lease at the end of September 2024 making the lease a total of 13 months. They charged that extra month. They charge me $200 for four months to pay the last month rent and kept the deposit. Now they are sending me to collections for $2000 because he didn’t and sign a letter to vacate.

  

  Business Response

  Date: 06/16/2025

  ****** ******** was the financially responsible lease holder. There were 5 "other occupants" occupying the home. ****** signed the lease agreement with a commencement date of 8/30/2023, with an expiration date of 9/30/2024. Per the terms of the lease agreement, we never received written Notice to Vacate, in which we assumed the home was still occupied. ****** was charged the last months rent of $795, and charges pulled from the Security Deposit for damages. 
  
  

  Customer Answer

  Date: 06/16/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  My father **** ******** along with three children so a total of four people were living in that apartment. Based on your records from the portal there was no damage and we were charged for paint. ( see attachments) My father is disabled and therefore he gave a verbal notice of vacating the residency in July 2024 in which he was told that should suffice. It wasn’t until later in which he was told he needed a written response. I was never told as the leaseholder. Please check the email in which the request was sent to as it was not mine. 
  
  
  
  Regards,
  
  
  
  ****** ********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/28/2025

  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.

  My husband and I entered into a contract with this property management company to rent our property as we moved back to *********** We had been going back and forth with them on fixing things that they said needed to be fixed, and upon looking at the photos they posted on ****** as a marketing strategy I was concerned at the quality and reached out telling them I wanted to hire a professional photographer to take the photos because of that reason however I got so busy with the move that I forgot to follow up with them. Now, under **** ***** *********** they should have followed up again as this should be a partnership. Because they could not get the property rented we decided we needed to sell the property because we cannot afford to be paying the mortgage and our rent and everything in **********. So we put the property on the market and now they want to charge us an $800 early termination fee, which would be understandable had they assisted us properly but this is starting to seem like a bait and switch situation. I don't want to have to get attorney's involved but I think this should be noted on your guys end. looked at reviews and it looks like other people have experienced these deceptive practices

  

  Business Response

  Date: 02/04/2025

  Thank you for bringing this matter to our attention. We greatly value the opportunity to address the concerns raised by the complainants, as well as to clarify the nature of our services and the actions we took during our contract with them.
  
  We entered into a property management agreement with the complainants that explicitly outlines our responsibilities, as well as their own. From the outset, we have made every effort to fulfill our obligations as described in the contract. This included conducting thorough inspections and addressing any maintenance issues that arose. Our goal has always been to ensure that their property was in excellent condition for potential tenants.
  
  Regarding marketing their property, we utilized a strategic approach that included posting high-quality photos on platforms like ****** to attract prospective renters. While we understand the complainants’ concerns about photography, we were prepared to collaborate with them on any adjustments they felt necessary. We recognize that moving can be hectic, and it's understandable that follow-ups might sometimes get overlooked.
  
  When the complainants expressed a desire to sell the property instead of renting, we fully supported their decision and discussed the terms of our contract, including the early termination fee. This fee is clearly stated in the agreement and is designed to cover the administrative costs associated with ending the management services prematurely. We consider this policy to be fair and consistent with industry standards.
  
  We appreciate the feedback from our clients and continuously strive to improve our services, but we do assure you that the actions taken in this case were in full accordance with our agreement. We have no intention of engaging in any misleading practices or "bait and switch" tactics, as alleged. Our commitment is to transparency, partnership, and professionalism in managing the properties we are entrusted with.
  
  We are hopeful that we can resolve this matter amicably without further escalation and continue to build trust with our clients.
  
  Thank you for your attention to this matter. We appreciate the opportunity to clarify our position and are always here to discuss any further concerns directly.
  
  Warmest regards,

  ***** *****

• Initial Complaint

  Date:05/01/2024

  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.

  On October 7th I alerted my landlord that the windows inside my house do not lock and although there are bars on the windows, you can see the lever to pull that opens the bars. It is very easy for someone to enter in this way, causing my house to be unsafe. I suffer from a disease called CRPS which is activated by stress and causing my entire body to burn as if it's on fire and hospitalize me for many months at a time. After alerting my landlord, they pushed it to the side and have done nothing. In January of this year I found out I have been paying the electric bills for all 4 units, not just mine, *** ****. They have been discriminating against me for my age because I'm a college student and they are completely taking advantage of me. I called PNM and took contemporaneous notes about my call which confirmed that I am paying for more than just my own unit. I reached out to my landlord to fix this matter and they have not even though I've contacted them many different times regarding this matter. They won't even refund me for the amount I have already paid, or split the new bills. My landlord left me and the other tenants without clean water for almost two days and did not split the bill correctly between al of the units, or show me proof of the bill so I can know what caused the damage because they stated that roots were found, and per the housing laws, they should be paying for that on top of many other matters they have not taken seriously. Finally, April 15th I emailed as well as sent them a letter for a reasonable accommodation request and they have not responded to my email or letter. They have been stonewalling me and I'm afraid that if this matter continues, I will be hospitalized again, as I already was last year for a similar matter with them and have had to begin counseling.

  

  Business Response

  Date: 05/20/2024

  ******* ***** moved into the property located at *** **** **** on 7/15/2023 under ***** ***** ********** **** Real Property Management took over the property on  8/15/2023. The tenant notified RPM on 10/7/2023 by maintenance request concerned that windows do not lock. The inspection was scheduled for 10/30/23, and the tenant agreed to that timeline. Inspection occurred, and windows were noted as marginal and not a safety hazard. ******* notified RPM in January regarding her concern that she was paying the electric bill for the entire 4-plex. RPM immediately reached out to the utility company to learn that she was not paying all the unit's utility bills, but she got proof from the utility company on the different meters. This information was shared with the tenant. Per the lease agreement, tenants are charged for clogged toilets/sinks if caused by the tenant. The tenant reported a clogged toilet, which was addressed by a licensed plumber who found wipes and hygiene products that caused the clog. RPM did not charge the tenant the total amount for the invoice but rather a 1/3 of the bill. We have agreed to release the tenant without penalty for their lease agreement. 
  
  Thank you for bringing this complaint to our attention. We understand how important it is to address such matters promptly and effectively. After promptly and thoroughly reviewing the details of ******* ******* complaint, we would like to provide you with some additional information and clarification.
  
  ******* ***** initially moved into the property located at *** **** **** under ***** ***** ********** **** However, Real Property Management (RPM) took over the property on August 15, 2023. Through a maintenance request, ******* notified RPM on October 7, 2023, expressing concerns about the windows not locking. It is crucial to note that an inspection was scheduled for October 30, 2023, and the tenant agreed to this timeline.
  
  During the inspection, it was determined that while the windows may not have been in perfect condition, they were considered marginal and not a safety hazard. We take tenant safety seriously and always strive to promptly and appropriately address any potential concerns promptly and appropriately.
  
  In January, ******* reached out to RPM again, this time expressing concerns about allegedly paying the entire electric bill for the 4-plex property. We took this matter seriously and immediately contacted the utility company to conduct a transparent investigation. As it turns out, she was not responsible for the utility bills of other units. We provided ******* with clear proof of separate meters as provided by the utility company, ensuring transparency and resolving any confusion.
  
  Additionally, we would like to address the issue of the clogged toilet. According to the lease agreement, tenants are responsible if clogs are caused by them. When ******* reported the clogged toilet, we promptly arranged for a licensed plumber to address the issue. The plumber discovered that the clog was the result of wipes and hygiene products, both of which are not suitable for flushing. Despite the tenant's responsibility, we decided not to charge ******* the total amount of the plumbing invoice. Instead, we charged her only a third of the bill as a gesture of goodwill and understanding, appreciating her cooperation in resolving the issue.
  
  We have agreed to release ******* from her lease agreement without penalty to demonstrate our commitment to resolve this matter amicably. This is a fair resolution that takes into consideration the tenant's concerns.
  
  We sincerely hope this clears up any misunderstandings and demonstrates our dedication to providing exceptional property management services. We pride ourselves on being responsive, proactive, and transparent, and we appreciate the opportunity to address this complaint.
  
  If you have any further questions or concerns, please do not hesitate to contact us. We value your assistance in resolving this matter efficiently and satisfactorily.

• Initial Complaint

  Date:12/31/2023

  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.

  My experience with Real Property Management was one I will never repeat or recommend their services to anyone. During the 2 1/2 years a few minor maintenance issues come up. Every time it was like pulling teeth. For example; the washer stopped working, it took them 3 months to fix it. The garage door wouldn't open, it took 2 months to fix. The most intrusive was the claim the owner wanted photos of the interior of the house while we were still living there. I felt my privacy and respect as a person had been violated. The last 1 1/2 years they put my account into a program they offered where they deliver monthly a/c filters. I contacted them several time to tell them the house doesn't have a/c and to stop charging me for filters. Never was able to get this one handled. After my rental lease was up with Real Property Management I mailed the house keys to them as they instructed and for weeks they claimed they didn't have them. Then a day before the 30 days to process my security deposit, they charged me with a laundry list of charges. The amount went $1,000 over my security deposit. I refused to pay for painting every wall in the house and yard work which was clearly unnecessary. A few months later a debt collector called. I told him the whole story and even sent photos of the rental house as I left it. This business, Real Property Management, have treated others like this. Taking a security deposit and over charging a renter weeks after they have moved is not the way to do business.

  

  Business Response

  Date: 03/19/2024

  Dear Better Business Bureau Bureau,
  
  I am writing to bring to your attention a complaint against Real Property Management pertaining to the property located at 2410 Calle Bella, Santa Fe, NM 87505.
  
  On 12/01/2020, ******* ****** became a tenant at the aforementioned property, which was under the management of Performance Properties & Management at the time. Subsequently, ******* received a lease renewal offer from Real Property Management, which she signed, with a commencement date of 12/01/2021 and an end date of 11/30/2023.
  
  As part of her tenancy, ******* enrolled in our Tenant Benefit Package for $15 a month, which solely covered an insurance program and did not include filters. However, on the early move-out date of 6/30/2023, ******* claimed to have sent the keys back to our office. Regrettably, the keys were not received until 8/3/2023. 
  
  Furthermore, upon conducting the move-out inspection, it was evident that ******* neglected to adhere to our Move Out Guidelines as outlined in the lease agreement. Consequently, we charged ******* for the necessary reparations. After a comprehensive review of the Security Deposit Disposition, Real Property Management has agreed to deduct $500.00 from the balance owed.
  
  We believe that we have acted in accordance with the terms of the lease agreement and have made a fair assessment of the situation. However, we understand that ******* may not be fully satisfied with the outcome. 
  
  Thank you for your attention to this matter. 
  
  Yours sincerely,
  
  ***** *****