Complaints

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• Initial Complaint

  Date:08/25/2025

  Type:Facilities 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 signed the lease for a mobile home on 07/22/25. The lease didn’t start until 08/01/25. We were told before we signed the lease that there was central air inside the home, they verified that before we signed the lease because that was our main concern with it being the summer time and really hot. We put down before the lease started a 1500 deposit with $100 remaining because the deposit total is 1600. While cleaning the place up, scrubbing the walls, making that place spotless from head to know because there was a huge roach infestation in the home with them not telling us, we noticed that our air conditioning wasn’t working, we then proceeded to call the lease holder to put in a work order for our AC. Someone came in a checked it and turns out that it’s completely damaged and the guy said lighting struck the generator. He then told us he will bring another one. We left the mobile home and while we were driving to our current place of residence the lease holder called my phone and said that we will have to pay 1500 for another generator. She then proceeded to tell us that we can choose not to rent the place out but we won’t get our 1500 deposit back.

  Business Response

  Date: 08/28/2025

  I’d like to clarify a few important details regarding this situation. First, ***** ******* ******* ***. does not rent homes. The property in question was rented through RNS Properties, which is owned by the same owner but operates separately from ***** ******* ******.
  The customer came in on July 23, 2025 to discuss renting. At that time, they had already completed an application and viewed the home. During the discussion, it was explained that the home had a window unit for air conditioning, since one was installed inside the property. While we were speaking, we received a call from our coworker who manages the rental units and was informed that the home did in fact have central air, but it was not working properly. At that time, it was believed the unit only needed the coils cleaned.
  The lease was signed the same day, July 23, with a start date of August 1, 2025. The coils were cleaned shortly after, but unfortunately, that did not fix the issue. On August 13, the tenants were informed that the compressor needed replacement — a more costly repair that required owner approval. During this discussion, it was explained that if they were set on having central air immediately, they could choose to pay for the repair themselves, or wait for owner approval to move forward.
  On August 14, the tenants returned the key. That same day, the compressor was replaced and the central air was working. I contacted them to let them know the home was ready and that I didn’t want them to lose their deposit. I even encouraged them to reconsider and offered for them to pick up the key if they still wanted the home. Their response was that they had already returned the key and would not move forward.
  Per their lease agreement, there is a $2,500 early termination fee for not honoring the one-year lease. Since they chose not to take possession of the property, the deposit was forfeited under those terms. I explained this to them, and also told them I would get their deposit letter sent out promptly.
  Even after that, I followed up on August 15 by text and again by phone a couple of days later to let them know the home was still available to them. I made it clear that they could still take possession and keep their deposit if they chose. They told me they would discuss it but never responded.
  Regarding pest concerns, the home is covered by a quarterly service contract with ***** **** *******. During the inspection, no roaches were present. If the tenants had experienced any pest issues, they had the option to contact ***** **** ******* directly for additional treatment at no cost to them.
  In the end, we made several attempts to resolve their concerns and ensure they were satisfied. The central air unit was repaired quickly and has been functioning since August 14, 2025. If that was their main issue, it has already been addressed. The home remains vacant and ready for occupancy.

  Customer Answer

  Date: 09/04/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: she stated that the coils needed to be cleaned. That wasn’t communicated to us at all. While we were deep cleaning the home, that’s when we discovered that the AC wasn’t working, we then put in a work order for it. Once the order was put in it took a week for somebody to come look at it. When a guy came he told us that lightening had struck the generator, so he told us we would have to get a new one. Immediately after discovering that the lease holder called us saying that we need to pay $1500 for it or we don’t have to rent it at all and we won’t get our deposit back. My question is why have us pay for something that isn’t initially ours to begin with, we aren’t buying the home we are renting. You initially told us that there was central air, you didn’t mention that nothing was wrong with the air. And even if we needed owners approval, that’s still not something we should have to pay for. Again we are renting and not buying. We then told her we will not be renting the place because of that, and not just that but she claims that we didn’t put down the deposit before the 1st of August. She basically charged us rent before we moved in and said that we still have around $600 left to pay for the deposit. When in reality we only had $100 left to pay. How can you charge somebody rent before the lease starts? The deposit is 1600 we paid 1500 which left us with $100. But she was saying that we paid for the rent and half the deposit which didn’t make any sense to me. I’ve never rented out a place where you have to pay rent before the lease starts. So with everything that has been going on, roach feces on the walls that we had to scrub off every room in the house, cleaned up all the dead roaches, her telling us that we need to pay $1500, not being fully honest about the deposit that we paid and only had $100 left on that to pay, it was just too much to deal with that we decided to not go through with renting the mobile home. With all of the issues that we have went through with this that is why I am requesting our deposit back. 
  
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/11/2025

  The lease was signed July 23, with a start date of August 1, 2025. The date is in their signature on the second page of lease agreement. The coils were cleaned shortly after, but unfortunately, that did not fix the issue. On August 13, the tenants were informed that the compressor needed replacement — a more costly repair that required owner approval. During this discussion, it was explained that if they were set on having central air immediately, they could choose to pay for the repair themselves, or wait for owner approval to move forward.
  On August 14, the tenants returned the key. That same day, the compressor was replaced and the central air was working. I contacted them to let them know the home was ready and that I didn’t want them to lose their deposit. I even encouraged them to reconsider and offered for them to pick up the key if they still wanted the home. Their response was that they had already returned the key and would not move forward.
  Per their lease agreement, there is a $2,500 early termination fee for not honoring the one-year lease. Since they chose not to take possession of the property, the deposit was forfeited under those terms. I explained this to them, and also told them I would get their deposit letter sent out promptly.
  Even after that, I followed up on August 15 by text and again by phone a couple of days later to let them know the home was still available to them. I made it clear that they could still take possession and keep their deposit if they chose. They told me they would discuss it but never responded. If the customers complaint was due to the air conditioning the central was fixed August 14th. In the lease agreement it clearly states the Early Termination Fee of $2500 and the deposit was deducted from this amount after they decided they did not want the property. We have tried everything possible to make the customer happy.