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:02/27/2024

  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.

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21354882
  
  
  
  I am rejecting this response because: 

  1- I have not been reimbursed for the repairs highlighted by RL property management as tenant's responsibility!! Especially if the tenant failed to report the leak that caused the damage in the first place! Please see the emails where ****** states that RL holds security deposits... and ******* admitting the tenant never reported the leak that caused the mold damage!! Where is the security deposit?? I need it to cover the repairs caused by the tenants and the poor management job that RL property management did if they did ANY!!  Bethany from the office is asking us to pay $620 in management fees!! What management? 10 years of experience and allow the tenant to walk out and I have to deal with 9K worth of damages and cleaning fees!! Ross Realtors have 47 years of realestate experience if we need to talk years!! That is not the point though... I had a conversation with ******* just to see to what extent RL think I can be fooled...in fact ******* had the guts to tell me that RL service team wouldn't even warranty the repairs they were going to perform on the unit!! What 10 years of experience are you talking about? 

  2- In the emails following my conversation with *******, she had the guts to ask us if I could miraculously make 9K deposit within 3 days, I will get $450 discount!! If you can spare $450 to keep a customer, why can't do your job in the first place and hold the tenant responsible for the dirt and the damages they caused? You know 9K is actually more than what I got in full year in rent! if I count the HOA fee and property tax!! In fact, this may sound as a joke .... RL was charging $3 to pickup and dispose off a small vase left by the tenant on the patio!! I took notes when I was having a conversation with ******* and that is exactly what she said!! That is how you treated a customer who handed a $250K condo to manage!! 

  Anyway, here is what I am demanding:

      1- I need the whole security deposit! RL allowed the tenant to walk out so it is RL responsibility!!

      2- I don't believe RL property management did a good job managing the property if their estimate of damages 9K! Needless to say that RL is NOT entitled to a penny! not $620 in management fees!! The scope was completed on Dec. 20th. 2023....they wouldn't share it with us till early Feb. AFTER they kept asking us to sign another year contract!! RL didn't even meet with us to discuss the damages unless we pay $250.... needless to say we lost Jan. 2024 rent! and Feb. 2024 rent!! I am the one who needs to charge RL for Mismanagement fee!!

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

  Business Response

  Date: 02/29/2024

  This is an example of different management companies having different standards. The scope created by RL for **** ********** to get it rent ready is very different than what was done by Ross Realtors so this is not a comparison of apples to apples.  It is a comparison, however, of the different standards that can exist among different property management companies. RL Property Management Group uses standards we have developed over the years and helps our clients be most successful by leasing their properties for the most rent in the least amount of time possible. Attached are the standards that RL has for properties to be considered rent ready.

  It is important to note that an owner is only required to complete items on the turn scope that are safety issues and our owners are all made aware of that during the onboarding process and the turn scope discussion. The owner and our Vacant Unit Manager review all the items that we suggest to be done. It is explained to the owner that these are items, in our 10 years of experience leasing thousands of properties, that can effect the time to lease the property in the least amount of time for the highest rent possible. If an owner does not want to do 100% of what is recommended, which does happen, we are happy to give the owner feedback from those who view the property if we feel it is impeding leasing in a timely manner. Because we spend many hours creating the turn scope, and owners are able to complete the turn themselves with that turn scope, there is a $250 charge for the turn scope if the owner chooses to complete the turn or to not go forward. 

  Mr ***** did not agree with what we think needed to be done at the property. We want a long term partnership with our clients and if there is a better option for Mr. *****, and it seems Ross Realtors is just that, we wish him well. But, our clients typically hire RL for the expertise that we bring and the experience we have managing hundreds of single family homes in the Columbus are over the past 10 years. 

  Best of luck to Mr ***** and we hope his property is successful for many years to come. 

   

   

   

   

   

  Business Response

  Date: 03/12/2024

  Mr *****:

  Currently, ******* is out sick and I need to check in with her on this I think it best when responding to your questions regarding the security deposit. This is not to put you off but to be able to answer you fully and accurately. 

  If you review the turn scope provided by Ross Realtors it is significantly different than what RL provided. Property Management companies have different standards as to what attracts the best clients for the highest rent. In our 11 years managing properties, we use what works for our clients. So, the fact that theirs is different than RL's is to be expected. 

  Again, apologies for not being able to respond to your issues directly but I do want to respond with facts instead of guessing. Thanks for your understanding. I think a response by the end of the week is possible. 

  ***** ******

  COO, RL Property Management Group

  Customer Answer

  Date: 03/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21354882
  
  
  
  I am rejecting this response because: It does not matter what Ross Property Management has provided. I am going with your estimate and your scope! 9K worth of damages with your 11 years of experience yet the tenant walked away with all the security deposit speaks volumes about RL standards and experience! Anyway, will wait for you to investigate to prove the 11 years of experience before I take any further action! In the meantime, please do me a favor and ask ****** NOT to keep emailing me asking me to pay $619 in management fees!! In the last 7 days, I received two emails asking me to pay!! 
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 03/19/2024

  ******* has returned and we will be responding to this email tomorrow 3/19/2024

  Business Response

  Date: 03/22/2024

  Mr *****:

  Please refer to the PMA that was agreed to by ******** ***** and ****** ******* (clients of record) and outlined the fees for breaking the agreement. The clients were charged as outlined in that agreement. 

  The security deposit disposition was determined in our usual manner in accordance with Ohio law and submitted to the clients of record. 

  As you know, Turn Scopes do not only include damages to the unit. RL creates a turn scope that includes safety issues and cleaning items which are required as well as other items that we, in our experience, think are needed to bring our clients the highest quality tenant and to lease in the least amount of time for the highest rent possible. Only items that are safety/cleaning issues are required. We encourage our clients to approve as much of the turn as possible so that vacancies are minimized and the value of their property is maintained. The client has the perogative of completing the turn themselves. If the client feels the turn cost is too high, we are more than happy to have the client complete the Turn. All these options were presented to Mr. *****. 

  We are requesting that Mr. ***** remit the management fees that were incurred for management of the property in order for your property to be closed out. 

  Sincerely, 

  RL Property Management Group

   

   

   

   

   

  1- I have not been reimbursed for the repairs highlighted by RL property management as tenant's responsibility!! Especially if the tenant failed to report the leak that caused the damage in the first place! Please see the emails where ****** states that RL holds security deposits... and ******* admitting the tenant never reported the leak that caused the mold damage!! Where is the security deposit?? I need it to cover the repairs caused by the tenants and the poor management job that RL property management did if they did ANY!!  Bethany from the office is asking us to pay $620 in management fees!! What management? 10 years of experience and allow the tenant to walk out and I have to deal with 9K worth of damages and cleaning fees!! Ross Realtors have 47 years of realestate experience if we need to talk years!! That is not the point though... I had a conversation with ******* just to see to what extent RL think I can be fooled...in fact ******* had the guts to tell me that RL service team wouldn't even warranty the repairs they were going to perform on the unit!! What 10 years of experience are you talking about? 
  2- In the emails following my conversation with *******, she had the guts to ask us if I could miraculously make 9K deposit within 3 days, I will get $450 discount!! If you can spare $450 to keep a customer, why can't do your job in the first place and hold the tenant responsible for the dirt and the damages they caused? You know 9K is actually more than what I got in full year in rent! if I count the HOA fee and property tax!! In fact, this may sound as a joke .... RL was charging $3 to pickup and dispose off a small vase left by the tenant on the patio!! I took notes when I was having a conversation with ******* and that is exactly what she said!! That is how you treated a customer who handed a $250K condo to manage!! 
  Anyway, here is what I am demanding:
      1- I need the whole security deposit! RL allowed the tenant to walk out so it is RL responsibility!!
      2- I don't believe RL property management did a good job managing the property if their estimate of damages 9K! Needless to say that RL is NOT entitled to a penny! not $620 in management fees!! The scope was completed on Dec. 20th. 2023....they wouldn't share it with us till early Feb. AFTER they kept asking us to sign another year contract!! RL didn't even meet with us to discuss the damages unless we pay $250.... needless to say we lost Jan. 2024 rent! and Feb. 2024 rent!! I am the one who needs to charge RL for Mismanagement fee!!

  Customer Answer

  Date: 03/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21354882
  
  
  
  I am rejecting this response because: I thought you were going to speak to ******* and get back to me! This is a replay and has no valid answers to question which is:

  If I go with your turn scope!! What damages/repairs are the responsibility of the pervious tenant(s)? ******* already told me I would be reimbursed for the charges she highlighted in yellow!! This wasn't even addressed in your pointless email!! 

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

  Business Response

  Date: 03/26/2024

  Mr *****:

  In order to save time for both of us, I would like to suggest we eliminate the $450 early termination fee from your account leaving a balance of $182.75. Please advise of your acceptance of this, remit the $182.75 and we can wrap this up. 

  Thank you,

  ***** ******

  Customer Answer

  Date: 03/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21354882
  
  
  
  I am rejecting this response because: I do need the full security deposit to cover the damages RL property management failed to hold their tenant responsible for!! Again, how did you let the tenant walk away with zero accountability and 9K worth of damages? again, what happened to the security deposit? I can't make myself clearer than this!! Saving your time shouldn't be at the expense of my loss!! needless to say I had the condo vacant for 3 months because of your mismanagement!! I am not paying a penny after the $250 I paid for you to establish an account!!!  
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 03/27/2024

  Mr. ******** ***** had the $383 applied to his account balance on 1/11/2024 that were identified by the highlights on the turn scope. You were not the owner of record so you would not have received that amount. Mr. ******** ***** had visibility of this in the owner portal. I don't understand why you feel that "you" haven't received that amount since he did.  Can you please explain that specifically please. 

  We will apply the $450 to the balance on the account as an act of good faith to resolve this issue. If that doesn't resolve this issue, then we are at a standstill. 

  This is our final offer. Please accept or reject. 

   

  Thank you. 

   

   

  Customer Answer

  Date: 03/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21354882
  
  
  
  I am rejecting this response because: I had a conversation with Mohammed!! He was paid the rent but not the security deposit!! If he was given the security deposit, why did ******* offer to reimburse me for the repairs?? I am not sure why you are so persistent in protecting your tenant who caused 9k worth of damages per your scope! The fact that my family condo has transferred ownership doesn't change the fact that your 10 years of experience failed to hold the minimum standards of property management business practice so let's not bring "good faith"!! Go on Zillow and compare the pictures of my condo when you began managing the property with the pictures you sent after your tenant left!!! 

  If you go through the responses I received from *******, ****** and you, you will clearly see why I lost every bit of "faith" in RL property management!! Again, what happened to the security deposit? did you keep it? did you give it back to the tenant? A question that you have failed to answer in almost 3 weeks now worth of correspondence! 
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 04/02/2024

  Mr ***** has filed a complaint with the Attorney General so we will be communicating through that portal. I put a call in to Trezon Dancey at the BBB to inform of our desire to only communicate in one portal. 

• Initial Complaint

  Date:11/19/2023

  Type:Billing 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. RL Property Management reached out via phone. They let me know the employee who took this action was spoken to. They offered to start payments for the cost of half of the door in January for ~$100 a month. I am still adamant that I watched the door malfunction however, it is worth my peace to see swift closure to this matter.

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

  Business Response

  Date: 11/29/2023

  We have contacted this tenant and have resolved the problem.  We were informed that the terms we came to were fair.