Complaints

This profile includes complaints for Re/Max Haven Realty Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Re/Max Haven Realty Property Management

  5386 Majestic Pkwy Ste 10 Bedford Hts, OH 44146-6907

  
• 

  Re/Max Haven Realty Property Management

  34050 Solon Rd Ste 100 Cleveland, OH 44139-2664

  

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:03/26/2023

  Type:Product 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 November, 30 2022 I finalized my contract with Remax for the property at **** ****** **** ***** ****** ****** **** ** *****. Upon returning the keys, there was a checklist named" Move-Out Guidelines & Checklist." The list has instructions get final readings of utilities and to not turn any utilities off. Furthermore, the instruction stated "must kept in your name until the end of the lease. Our office will call to transfer utilities on the same day that we received the keys in the office." I start receiving bills from January, 2023 to March 2023. I call ******** on 3/8/23 to take my name out of this property and ****** stated I need provide the company access to the building in order to remove my name off this bill. I do not have access to the building so this option is not a solution.
  The Executive of Remax block my emails so my only option is to deal with local front line staff. I have no confidence on this office since during my tenure as tenant it was poorly managed. Very frustrating and un-human like. The property had a rat carcass under the dishwasher when I first acquired the key as one example of how they conduct business.
  
  The ******** bill still under my name until present day 3/26. The office disclosed the property was sold on Feb/23. The office gave me two choices: (1) Pay the bill and they will ask owner for reimbursement. (2) Offer me a letter saying they are not longer managing the property and I will have to deal with owner myself. I paid the bill that was not my responsibility in the amount of $296.26 forcedly. My request is to get the money reimbursed and take my name from any bills associated with this property.

  

  Business Response

  Date: 03/27/2023

  Good news for you, a refund check was already issued on Friday for the gas charges, it will be sent out this week.

• Initial Complaint

  Date:02/17/2023

  Type:Product 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 2/16/23 my husband and I put in applications for a home in Parma, OH. We had a wonderful realtor show us the home and send us the link to the applications. We each paid $45/ea for the applications, which is not unusual. In addition to the application fees, they charged us $25 for a “pet screening,” which was basically an application for an animal. This $25 was a separate fee than their pet rent or deposit. We were not aware of such fee until they told us that our applications were not complete until we completed the pet screening. On 2/17/23 our applications were denied for reasons that we could easily dispute. In attempt to dispute, the company no longer responded to our phone calls, e-mails, or online “chat” messages on their website. At this point, we 100 percent will not do business with this rental company and neither will our Keller Williams realtor. We are all disgusted with the lack of professionalism that this company has to offer and will not recommend them to anyone. All we ask for is the uncalled for and inappropriate pet application fee of $25.00 returned to us.

  

  Business Response

  Date: 02/18/2023

  We are sorry that you were not qualified for a rental house due to your financial background.  The required Pet Screening is on all of the ads for the house, plainly disclosed. This was taken off of Keller Williams own website when searching this property there: "// All applicants are required to fill out a ************ ***, found on our website directly on the app before being processed. Even if you have NO pets - this app must be filled out. One-time, non-refundable pet fee of $200-300 per animal applies to all pets & must be paid prior to or when you pay your first month rent. (No fee for qualified assistance animals). // "  It feeds from the MLS so it is disappointing that your agent did not read that either.

  As another benefit to you the PetScreening profile is yours and is good for a year that can be used with other landlords to help qualify your pet with them.

• Initial Complaint

  Date:12/01/2022

  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.

  Re/Maxx became my landlord. I am a recipient of Section 8 housing. After the inspection they were instructed to fix issues with leaking and black mold in my bathroom. I received a message from Re/max stating they were coming to remove my tub and I will only be one day without a tub. I asked when is someone coming to replace my tub and was told the contractor cannot complete the job. They don't know when someone will be out and I need to contact my renters insurance for assistance. I don't have renters insurance it was not required. I am concerned about the exposure of the black mold to my children. I just leaned that the contractors unplugged my deep freezer in the basement and all of my meat has spoiled. Approximately 300 dollars worth of food. Now I do not have any food to feed my children. There is no number to call just an email with automatic responses. When you call the number it instruct you to use your portal. Please help me with assistance of contacting a person and receiving the proper treatment. They don't care about how they treat people and is receiving federal payment for tenants and mistreating them.

  

  Business Response

  Date: 12/08/2022

  We are very sorry about the problems at your house.  We had a contractor scheduled to replace the tub the next day after the needed plumbing work was done.  That contractor was no longer able to do the work.  At this point, the owner stepped in and said she would be handling directly.  Unfortunately, our company is working on behalf of the owner so we have limited options.  We have expressed to the owner quite clearly the urgency in this matter as we would like to see everything resolved just like you do. 

• Initial Complaint

  Date:11/10/2022

  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.

  Lease started 10/31/22 I paid 1,329$
  They knew they had a gas leak since 10/24/22 and still provided this home.
  
  Looking to be compensated until gas is fixed so I can move in. There is no hot water or heat in the home and it’s the 2nd week of November. I just want my rent adjusted for next month rent so I’m not paying for a home I can’t stay in

  

  Business Response

  Date: 11/12/2022

  We are sorry that your move in experience has not been satisfactory to you.  We were alerted to an issue with furnace on 10/21 but were advised it was corrected on 10/24.  Since the outside vendor assigned has not responded as quickly as expected, we are re-assigning to a different HVAC company.  If you have not moved in, we may be able to change the move in date to create a proration of rent.

• Initial Complaint

  Date:10/07/2022

  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.

  This company has no concern for the tenants that they work with. I would definitely not recommend that anyone with properties work with them as a management company either. Doing so would be a HUGE disservice to your tenants or potential tenants. The front office is rude and unprofessional, they are not solution oriented and show no compassion. My hot water and heat has been out for the last 12 days. They do not allow tenants to call in directly or visit the office so the only option you have is to chat. When chatting in about the issue their only response has been to EMAIL maintenance and maintenance does not respond to any emails. They outsource their repairs and do not show any concern afterwards to confirm the repairs are done in a timely manner. They have also refused to prorate my rent for the time I have not been able to be in my home with my one year old daughter waiting for the hot water and heat to be repaired. Due to their negligence the city is now issuing a violation to them on my behalf that will affect the landlord (their client). BEWARE OF THIS COMPANY DO NO RENT WITH OR ALLOW TO MANAGE YOUR PROPERTY.

  

  Business Response

  Date: 10/07/2022

  We are very sorry that you are without hot water.  As you know the hot water tank was replaced in a couple days.  Unfortunately, the plumber detected that the flue was not venting correctly and thought there was an obstruction of some sort.  An different vendor was sent to clear it but decided that it needed a full rebuild of the chimney.  A 3rd vendor has already scheduled to do that work.  We are sorry that this was not a simple fix or it would have been handled in a quicker timeframe.

  

  Business Response

  Date: 10/26/2022

  We are hopeful the next 2 phases of repair will start tomorrow.

  Customer Answer

  Date: 10/27/2022

  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, details of the offer I reviewed appear below.
  
  
  

  you alll still insist that you will not discount my rent for these 30 days and counting I have spent without heat or hot water in my home. This repair taking this long is not due to the fact that it is complicated. What needed to be done had been already added to the work notes weeks ago and you all are just now approving the repair because of your congested work model and lack of accountability 
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ******* *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:09/21/2022

  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 recently moved out of one of their properties. They kept more than half of my deposit for cleaning and fire damage that never happened. The images they sent me look exactly like my pictures I took prior to moving out. I have pictures and videos of how I left the unit in better condition than I received it in. It has had constant leaks and water damage that have been an issue since April. They just started fixing it when I moved out in September. Then to say you cleaned my unit is a lie. I have all communication and documentation for proof of how the apartment looked when I moved in, during my lease and after I moved out. Half of their pictures are not even inside my unit and are of the property garages and entrances like that has anything to do with how I left my unit. And the images are black and white and I can't even tell what some of them are. It says I left the unit in poor condition so if that was the case where is the pictures of the unit in poor condition cause they were not sent to me. Also holding my deposit for "cleaning" and then another for "carpet cleaning" when the walls have been leaking for 5 months is literally crazy. Also they had approved service for the carpet cleaning then still turned around and took it from my deposit. I have documentation and pictures of black mold and fungus growing above and below the sink. I have communications with the city of maple heights were I reported the property and my health concerns from the constant breathing in of black mold and fungus in the kitchen. None of the problems were fixed while i lived in the unit so I moved out and then they kept more than half of my deposit based off false information that I can prove thru time stamped and dated pictures, and emails going back and forth trying to get the mold and leaking problems handled. Please assist me in making this right.
  and getting my full deposit back. Thank you

  

  Business Response

  Date: 09/22/2022

  Unfortunately, no one is happy when there are deductions
  from a security deposit.  We take the
  matter seriously and this was reviewed by management when the first dispute came
  in.  We deducted $655 from the security
  deposit.  $225 + 190 for painting and
  wall repair vs. the 1,685 being charged to the owner for the actual work.  $100 for carpet cleaning due to excessive
  soiling  vs. the $275 the owner is being
  charged.  $140 for four hours of cleaning
  including the refrigerator, scrubbing the tup and surround, vanity along with
  general cleaning.  An invoice and a few  additional pictures & video are attached as well (the system is limiting how many I can upload).
  One matter was uncovered.  While we do not take additional security deposits, it appears the
  previous landlord did.  So we will be
  refunding an additional $85 of interest which is the statutory 5% rate on the excess
  amount of security deposit over one month’s rent for the almost 2 years and 10
  months it was held.

  Customer Answer

  Date: 09/24/2022

  It seems to me that Remax is trying to hold me accountable for repairs that were already approved prior to me moving out. They are on record for already approving the carpet cleaning and the kitchen. Steam magic came out to clean and they could not because the sinks were still leaking on the carpet. The next scheduled appointment was for after my move out date, but this was already something remax has been aware of as the walls and pipes were leaking since April. They also are just now starting to make the repairs in the kitchen after I moved out of the building. Repairs were set for the 22nd and 23rd of sept. I moved out Aug 31 as I could no longer stand the unbearable living conditions. It took them 5 months to find a leak and get approval to fix it so that is why there is "excessive soling" in the carpets. Also if there was fire damage in the unit why is this just now being mentioned to me when their has been maintenance people in and out of the unit for the last 5 months. They are also trying to charge me for regular standard cleaning. The images they provided were not of the side of the tub but of grease on the side of the fridge. As shown in my highlighted images, all of the things they are trying to deduct from my security deposit were things out of my control and an issue from the building since April that I have done nothing but try to get handled as they were a huge health concern for me and my toddler. The mold and fungus growth in the kitchen building up for months. I didnt even use the kitchen the last 3 months I resided in the unit as I was afraid to cook or consume anything near mold and fungus. I have done nothing but made improvements to the unit during my entire stay. They also said i had a $5 credit when it was actually $15. Thank you

  

  Business Response

  Date: 09/26/2022

  The consumer has not provided anything further.  Our response has already been provided.