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:06/24/2025

  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.

  Rental agency is adding money to ledger that wasn't outlined anywhere in lease after claiming the owner of the property got cited nearly 6 months prior.
  
  This following a last minute notification that they were not "accepting" my signed lease only days before they were going to start to charge extra for a month to month lease unless I signed up for a third party insurance program. Extortion for sure

  

  Business Response

  Date: 07/07/2025

  Dear ******** ****** 
  Thank you for bringing your concerns to our attention. We understand how frustrating it can be when unexpected charges or lease requirements arise, and we appreciate the opportunity to respond and provide additional clarity.
  Real Property Management Express is a third-party property management company that manages the home you’re renting on behalf of the property owner. Our role is to act as a neutral party in supporting both you as the resident and the property owner while ensuring the home is managed in accordance with local laws and lease agreements.
  We recognize that you've been a resident at the property since May of 2023, and we appreciate your continued tenancy. As part of our standard lease renewal process, a surety bond is required to secure the lease. This condition has been part of the lease terms since your original move-in. Before your most recent lease renewal could be finalized, we requested confirmation of your bond enrollment. Once that was completed, your renewal for the term beginning May 2025 was executed without delay.
  Regarding the $200 charge that appeared on your account, this was related to a citation issued by the City of Sioux Falls in February 2025. The citation was for an unlicensed and inoperable vehicle parked at the property. After receiving the citation, we confirmed with the city that the vehicle description and license plate matched the vehicle you provided documentation for. Because the property owner paid the fine at the time it was issued, the charge was later posted to your ledger in June 2025 to reimburse the owner.
  We understand that the delay between the date of the violation and the posting of the charge may have caused confusion, and we regret that the timing was not more immediate. However, no additional administrative or processing fees were added, only the original $200 city fine. Importantly, this citation did not affect your standing with us, nor did it impact your ability to renew your lease. Your lease was renewed as scheduled, and we continue to value you as a resident.
  We understand how unexpected charges, especially those related to city enforcement, can be frustrating. Our goal is always to communicate as clearly and transparently as possible, while fulfilling our responsibilities to both you and the property owner. We remain committed to treating you fairly and with respect.
  If you have any further questions or would like to discuss this in more detail, please don’t hesitate to reach out.
  Thank you again for the opportunity to clarify this situation. If you have any further questions or concerns, we are happy to discuss them with you. 
  
  

• Initial Complaint

  Date:04/25/2025

  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.

  So my original lease was with ** ******** ********** they eventually Real Property Management. We had a few hiccups during the process from finding out last minute that ** ********** never signed the second lease agreement, on top of that when it came to January of 2025 after we received a notice of non-renewal on December 31 2024 there reginal manager ******* that the owners would cover the cleaning cost of the move out sense this was an odd circumstance and that everything should be fine also stated that we would have to contact ** ********** for our deposit back but there a closed company they claimed that my 1500 deposit went towards the costs after move out and it's not listed anywhere in my itemized list. So im being billed 4500 for cleaning costs and everything else when i never once saw my deposit cover any of it had my deposit covered past due balances it would have left me with 350 owed not 4500 they breached the ** lease agreement contract with daily late fees which are not in the contract i signed they never returned my deposit or listed where it was going to they won't let me hear the call from the time ******* called me to explain the owners where covering cleaning cost and they won't even let me talk to upper management but have the audacity to send a massive bill to collections without any sort of communication about how to pay beforehand this is shady and deceptive practices. Oral contracts even if not recorded are legally binding in this state and they never upheld there side of the agreement.

  

  Business Response

  Date: 05/02/2025

  BBB Midwest Plains
  ***** * ******
  Omaha, NE 68137
  Complaint ID #********
  Dear *** *********
  This letter serves as Real Property Management Express’s formal response to the complaint filed by *** ******* ******** concerning charges assessed following the termination of his tenancy at *** ** ******* *******
  Real Property Management Express (RPM) assumed third-party management of this property in October 2024, following the closure of the previous manager, ** ******** **********. At the time of transition, RPM was provided with lease documentation and a tenant ledger from **, which reflected a delinquent balance of $2,062.50 attributed to *** ********. In accordance with standard industry practice, unresolved financial obligations reported by a prior manager are carried forward to ensure continuity and proper reconciliation.
  It is worth noting that ** ******** ********** failed to remit the tenant’s $1,500 security deposit to the property owner or to RPM. However, *** ******** provided evidence that a deposit had been paid, and RPM credited that amount to his account accordingly. In compliance with South Dakota landlord-tenant law, the full $1,500 deposit was applied to *** ********’s final account balance upon move-out.
  Throughout the tenancy, RPM maintained consistent communication with *** ******** regarding his balance, requested documentation for disputed charges, and encouraged resolution. Payment activity was sporadic and included multiple instances of returned payments for insufficient funds. 
  *** ******** stated that a renewal lease agreement existed, and we do have a document fitting that description on file. The document in question, provided by **, was not signed by both parties and was therefore unenforceable. Accordingly, RPM treated the tenancy as month-to-month at the prior rate of $1,800 rather than the higher renewal rate of $1,875. Had the renewal been enforceable, the outstanding balance would have been notably higher.
  On December 31, 2024, RPM issued a formal notice of non-renewal, with a move-out date of January 31, 2025. *** ******** was advised in writing of this decision. While *** ******** referenced a perceived verbal assurance from RPM’s regional manager, ******* ********, that cleaning charges would be waived, RPM has no documentation to support that claim and can confirm that no such guarantee verbally or in writing was authorized or recorded. Discussions were exploratory in nature and reflected efforts to understand the situation—not to promise waivers or dismiss contractual responsibilities by either party. We regret any misunderstanding that may have occurred and strive to ensure clarity in all move-out expectations.
  Upon move-out, the home was left in a condition requiring extensive cleaning and repairs well beyond normal wear and tear. The following charges were assessed:
  General Cleaning: $366.39
  
  
  Removal of Abandoned Items: $95.58
  
  
  Carpet Cleaning: $371.70
  
  
  Maintenance (including bulb replacement, damaged door handle, broken blinds, and missing windowpane): $668.37
  
  Total Move-Out Related Charges: $1,501.04
  
  
  The application of the full $1,500 deposit is reflected on *** ********’s final account ledger as well as the disposition letter that was provided.
  Regarding late fees, RPM acknowledges that *** ******** was bound by **’s lease terms, which did not outline daily late fees. As such, an adjustment of $180 in his favor is indeed valid. However, this does not materially change the remaining balance due, which stems from unpaid rent and returned payments. No payments were received from *** ******** after December 31, 2024. The remaining balance submitted to collections includes not only the move-out charges but also unpaid rent for December and January, as well as returned payments prior to move-out. After deposit application and adjustments, the final balance submitted to collections was $4,574.28.
  Real Property Management Express has acted throughout this process in accordance with South Dakota law and industry standards, with the goal of protecting the property, serving the owner’s interests, and affording *** ******** the opportunity to resolve his account in good faith. Unfortunately, despite these efforts, *** ********’s financial obligations according to his lease agreement remain unfulfilled. While we regret that *** ******** felt unable to reach upper management, we remain open to further discussion and encourage him to contact our office should he wish to revisit his account details directly with a member of our leadership team.
  *** ******** is welcome to contact ****** ******** ** ***** ******** to further discuss or dispute the collections process.
  Sincerely,
  ******* ********
  Regional Manager
  Real Property Management Express
  Customer’s Statement of the Problem:
  So my original lease was with ** ******** ********** they eventually Real Property Management. We had a few hiccups during the process from finding out last minute that ** ********** never signed the second lease agreement, on top of that when it came to January of 2025 after we received a notice of non-renewal on December 31 2024 there reginal manager ******* that the owners would cover the cleaning cost of the move out sense this was an odd circumstance and that everything should be fine also stated that we would have to contact ** ********** for our deposit back but there a closed company they claimed that my 1500 deposit went towards the costs after move out and it's not listed anywhere in my itemized list. So im being billed 4500 for cleaning costs and everything else when i never once saw my deposit cover any of it had my deposit covered past due balances it would have left me with 350 owed not 4500 they breached the ** lease agreement contract with daily late fees which are not in the contract i signed they never returned my deposit or listed where it was going to they won't let me hear the call from the time ******* called me to explain the owners where covering cleaning cost and they won't even let me talk to upper management but have the audacity to send a massive bill to collections without any sort of communication about how to pay beforehand this is shady and deceptive practices. Oral contracts even if not recorded are legally binding in this state and they never upheld there side of the agreement.
  
  

• Initial Complaint

  Date:03/06/2025

  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.

  see attached
  In 2024 I gave notice I would be breaking our lease

  

  Business Response

  Date: 03/25/2025

  Better Business Bureau,
  We appreciate Ms. ******** additional concerns and welcome the opportunity to further clarify the situation.
  Regarding the disposition of her security deposit, our records confirm that the disposition letter was sent within the timeframe mandated by state law. This letter detailed charges for damages identified during the final inspection. The charges were not for rent accrued after Ms. *****r vacated the property but specifically for property damages beyond normal wear and tear, supported by clear photographic documentation previously provided.
  We also wish to clarify that Ms. ******** lease termination was processed appropriately. While the early termination fee covered remaining rent obligations, it explicitly did not cover property damages. We regret any confusion regarding the charges on her account and reiterate that no additional "rent" was charged after her move-out date.
  Our team remains committed to working with Ms. *****r to resolve this matter fairly. If Ms. *****r requires further clarification or additional documentation, we remain available to assist.
  **********
  **** ********
  ******** ******** *******
  **********************

• Initial Complaint

  Date:12/20/2024

  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.

  Request REAL PROPERTY MANAGEMENT EXPRESS of RICO Violation
  FinCEN Receipt No: *************
  Complaint Against Real Property Management Express for Unlawful Debt Collection Practices and RICO Violations
  Complainant Information
  Name: ***** ****
  Address: *** *** ** **** *** Monument, Co 80132
  Phone Number: ************
  Email Address: [email protected]
  Complaint Details
  Entity Complained About: REAL PROPERTY MANAGEMENT EXPRESS (Regarding *** *** ** ** * ****, MASON CITY, IOWA 50401)
  Complaint Type: Unlawful Debt Collection Practices
  Nature of Complaint: Fraudulent Debt Contract and Violation of the Racketeer Influenced and Corrupt Organizations (RICO) Act
  Summary of Allegations
  I am filing this complaint against Real Property Management Express for engaging in unlawful debt collection practices that violate federal law, including the RICO statute. Real Property Management Express knowingly participated in a scheme involving fraudulent debt instruments, resulting in negatively impacting my credit score. These actions constitute a deliberate and egregious violation of my rights as a consumer and federal statutes.
  
  See Attached Documents

  

  Business Response

  Date: 12/31/2024

  Response Attached

  Customer Answer

  Date: 12/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Real Property Management Express failed to respond to the facts clearly stated in my complaint and supporting documents. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 01/02/2025

  Dear ***** ****,
  We appreciate the opportunity to address your concerns. However, we must respectfully clarify the circumstances surrounding your complaint. We have attached a copy of your lease, Writ of removal from the state of Iowa, as well as the court ruling in your case in our favor. 
  As a former tenant of The River Apartments, **** ***** you entered into a legally binding lease agreement, signed on 11/24/23, which outlined your rights and responsibilities under applicable federal, state, and local laws. Included in these responsibilities is the timely payment of rent for the unit you occupied. You failed to pay rent for the unit you were responsible for, and pursuant to a court order you were evicted and forcibly removed from your unit on April 8th, 2024 for nonpayment of rent.
  The charges to you are standard charges associated with a residential lease, including but not limited to rent, management fees, cleaning fees for the condition your unit was in when it was returned to us (see attached image), taxes, late fees for nonpayment, security deposit waiver fees, and notice fees, all of which are reasonable, customary charges, and all of which you agreed to in signing your original lease agreement (attached to this response for your convenience).
  The evicting court reviewed your case thoroughly and ruled that your claim did not provide a legitimate basis to absolve you of your legal obligations. As such, any outstanding balances or liabilities remain valid and enforceable under the law.
  We strive to treat all tenants fairly and in accordance with the law. If you have any additional evidence or documentation that supports your position, we are happy to review it. 
  Thank you for your understanding. Please feel free to reach out to our office directly if you have further questions or wish to discuss this matter further.
  Sincerely
  **** *******
  Real Property Management Express
  
  

• Initial Complaint

  Date:08/20/2024

  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.

  I rented from this place and I signed a lease in the lease it says I have to give 60 days. Well I had to sign a paper to vacate and it was for 7/31 and now they are saying I was 8 days late to the 60 days but agreed and signed my vacate paper stating I would be gone on the 7/31 of this year. I told them they should’ve informed me and told me they were gonna sign it unless I changed the date I was never informed I had to pay til the 8th and I told them that it was deceiving and they said I still had to pay regardless that they agreed and signed my vacate letter. They never once told me I had to pay til the 8th so I don’t feel like I should have to since they agreed to the move out date

  

  Business Response

  Date: 08/29/2024

  BBB
  ***** * ******
  Omaha, NE 68137
  
  ********* ** #********
  Dear T******** ******,
  I am writing in response to the complaint received regarding the prorated rent charges for August 2024 at the end of your lease term at **** ******** ***** * ***, Rapid City, SD, 57701. We appreciate the opportunity to address this matter and clarify the situation.
  Upon reviewing your account, we acknowledge that you submitted your notice to vacate on 6/17/24. Per Section 1.3 of your lease, a 60-day written notice is required before the end of the lease term. It is important to note your original lease expired on 7/31/24. Normally, this would obligate you to pay rent through 8/16/24, 60 days after your notice was provided. However, our accounting team made an exception in good faith by only charging half of the rent (8 days) for the 16 days for which you would otherwise be responsible.
  We also want to clarify that the 60-day notice requirement is clearly communicated in the lease agreement you signed upon moving in, in addition to a reminder email sent and opened on 5/12/24. While we discussed and agreed upon a move-out date of 7/31/24, this date does not waive the lease's requirement for a full 60-day notice.
  We understand that this situation may be frustrating, and we sincerely apologize for any confusion. Our intent was never to deceive but to adhere to the legal terms of the lease agreement that was signed by both parties. We strive to work with our residents within the constraints of the agreements we both sign, and in this case, we believe the partial charge was a fair compromise.
  We thank you for the opportunity to clarify our process and assure you that we aim to take care of our residents while upholding the lease terms. Given this opportunity to clarify, we would like to consider this matter closed.. Should you have any further questions or concerns, please feel free to contact us directly.
  Thank you, and we appreciate your understanding.
  Sincerely,
  ******* ********
  Regional Manager
  Real Property Management Express
  

  Customer Answer

  Date: 09/06/2024

  
  
  ********** 22165799
  
  
  
  I am rejecting this response because:
  ******** signed and agreeded to my move out date. If she was doing her job properly she should’ve reviewed my move out date and made sure it aligned with the 60 days and had it not she should’ve rejected it and told me to choose another date. Which I would’ve been happy to do had I know I was gonna have to pay for august I would’ve stayed and told my new place I wasn’t moving in right away but instead I got deceived into thinking everything was fine with my move out date til I was sent a message I owed money. Which I then tried to call and discuss the matter and once again like many times before nobody answered. 
  
  Sincerely,
  
  
  
  ********* ******

  

  Business Response

  Date: 09/19/2024

  BBB
  ***** * ******
  Omaha, NE 68137
  
  Complaint ID #********
  Dear ********* *******
  Thank you for your response and for bringing your concerns to our attention. We appreciate the opportunity to clarify further and improve our processes based on your feedback.
  We fully acknowledge the frustration this situation may have caused and want to emphasize that the 60-day notice requirement was outlined in the lease agreement you signed. Our records reflect that we honored your notice to vacate, and we worked with you to accommodate the move-out date of 7/31/24.
  While I understand that you feel additional guidance regarding the move-out date would have been helpful, our typical process is to respect the decisions of our residents without imposing restrictions, especially when the selected move-out date aligns with the end of the lease term, as was the case here. It is not standard practice for us to intervene unless explicitly requested or if there is a significant conflict with the lease terms.
  That said, in good faith, we chose to reduce your rent responsibility for August by only charging for eight days instead of holding you to the full amount you would have owed under the 60-day notice requirement. This concession in your favor was made to acknowledge the confusion and provide some relief.
  We appreciate your understanding of our position, and we are grateful for the opportunity to have served you during your tenancy. If you have any further questions or concerns, we are happy to discuss them with you.
  Sincerely,
  ******* ********
  Regional Manager
  Real Property Management Express
  

• Initial Complaint

  Date:06/19/2024

  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.

  Hello,
  
  I am not 100% sure that this is a problem or not, however I have never seen it before at an apartment and it seems really sketchy.
  
  Deer Creek Apartments in Estherville, Iowa, managed by Real Property Management Express, has two required extra payments in order to rent an apartment with them.
  
  The first one is a "Document Preparation Fee" for $200. They say this "pays the leasing specialist to negotiate and for legal review". This seems like a bogus charge, since they should already have leases pre-made for tenants and the only thing they need to do would be to add my name to the lease.
  
  The second one is a "Resident Benefits Package" that is 1.5% of rent. This is NOT included in the rent and is not optional. It feels like if I do not wish to partake in these Resident Benefits, I shouldn't be required to pay for them. If nothing else, it should already be included in the rental amount.
  
  I should mention, both of these are on top of a $59 application fee and a security deposit.
  The URL for their website where this information can be found when applying to a property is at: https:*******************.com/
  
  Thank you

  

  Business Response

  Date: 06/26/2024

  Dear ***** ******, 

  Thank you for reaching out with your concerns regarding the fees associated with renting an apartment at Deer Creek Apartments in Estherville, IA. We appreciate the opportunity to clarify the nature and purpose of these fees. 

  Documentation Preparation Fee: This fee covers the costs associated with the drafting of and legal review of lease documents. While it may seem like a simple task, this process involves ensuring that each lease is compliant with state and federal laws and tailored to specific resident needs (lease length, rental amount, special terms, etc.), including the process of upgrading our standard lease agreement over time to ensure continuous compliance. While many leases are uniform, the act of writing legally binding agreements on behalf of both residents and owners necessarily entails risk and this documentation preparation fee helps to address this risk.

  Resident Benefits Package: The Resident Benefits Package, which is 1.5% of the rent, includes a range of services and protections that enhance your living experience. This package includes amenities such as access to a 24/7 maintenance hotline, online portal access to pay rent, on-site management, and other resident services that contribute to a hassle-free living experience for our residents. 

  Both of these fees are standard in the industry and are aligned with legal and regulatory requirements in the state of Iowa. We strive to be transparent with all prospective residents regarding these charges, which are detailed upfront before your application can be submitted to ensure that there are no surprises. 
  We understand that moving, and finding a new home can be stressful, and our goal is to make the process as smooth as possible. If you have any further questions or need additional clarification, please feel free to contact our office directly at ###-###-#### or ********************.com. 
  

  Thank you once again for reaching out, and we hope to have the opportunity to serve you as a resident of Deer Creek Apartments. 

  
  Sincerely, 
  ****** ****** 
  Director of Service 
  Deer Creek Apartments 
  Real Property Management Express

  Customer Answer

  Date: 06/26/2024

   
  
  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:06/06/2024

  Type:Delivery 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.

  After moving out I was promised by a leasing agent at RPM they would fill my apartment first after breaking my lease, and that never happened. After that it took over 80 days to hear back about my security deposit, state law is 45 days MAX. I had a small tear is the carpet due to my dog I knew i was going to have to repair but they charged be $700 and a patch cost no more than $150. I have tried to reach them over and over again and get nothing back.
  I resided in **** * ***** ** *** *** Sioux Falls SD 57108

  

  Business Response

  Date: 06/14/2024

  Please see attachments including our response.

  Customer Answer

  Date: 06/17/2024

   
  
  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:04/15/2024

  Type:Customer Service 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 have been having problems with this management company since I moved in, in August of 2023. I have been having maintenance problems that have not been resolved. The biggest issue is that the ceiling in my bathroom was leaking and now has a crack and water damage. This happened on 1/24/24. Real Property Management company claimed they came in to my apartment, without a 24 hour notice, and spent two hours painting my ceiling. They never actually came in to my apartment and fixed anything. It has been over 2 months and the ceiling still has a crack and you can still see the water damage. I tried contacting the property manager and have not had very much success. I have written letters, dropped letters off, and gave them a 60 day notice of vacating, because I am so frustrated. I have proof of emails, messages, pictures, and letters that I have provided. They refuse to help me and all I want is to leave this place. I will be moved out by the end of April and I want my lease to be done by then. I have included a document that lays out every thing that has happened with dates. I am beyond frustrated and don't know what else to do at this point.

  Customer Answer

  Date: 04/23/2024

  Hello,

  Real Property Management Express reached out to me on 4/23/24, letting me know that the refund process for the payment I made to buyout my lease and any deposits will be returned once I retract my complaint. The issue has been resolved and I want this case closed.

  Thank you,

  ****** *****

• Initial Complaint

  Date:02/14/2024

  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.

  Starting January 17, 2024, due to a gas leak, our building had no hot water for the next 3 days. Our only options to keep up any hygiene for us and our newborn for those days was ice cold water, heat water on the stove (raising our electric bill we are responsible for), or rent a hotel.
  
  We went to a hotel for these days because South Dakota Codified Laws 43-32.8 dictate the following: "[T]he lessor shall maintain in good and safe working order and condition all electrical, plumbing or heating systems of the premises, except when the disrepair has been caused by the negligent, willful or malicious conduct of the Lessee or a person under his direction or control."
  
  The lease agreement from Real Property Management (Chapter 1.7 Credit for Lack of Availability or Habitability [see attached lease agreement]) entitles it's tenants to a rent prorate for periods of uninhabitability such as this, but I was charged my full rent check, and any attempts to rectify this results in ignored emails, or being forwarded to our property manager's voicemail. Our property manager quit as soon as the TEMPORARY fix was implemented. So who are my voicemails going to, and why are they not being answered?
  
  Real Property Management is in violation of their own lease agreement and any attempts to rectify this has been unsuccessful.
  
  I am seeking a refund of the $138.96 I'm owed because of the rent prorate.
  
  This among countless other issues we have had with this company contribute to the fact that this is the most ill-managed company I've had the displeasure of working with, and it shows in their property manager turn-over, having gone through about 6 managers in the past 1.5 years.

  

  Business Response

  Date: 02/23/2024

  BBB Midwest Plains
  ***** * ******
  ****** ** *****
  
  Re: ********
  
  Dear ****** ****,
  
  We appreciate your patience and understanding in the wake of the recent gas leak at BG Flats, which resulted in the temporary interruption of hot water throughout the building. We understand the impact this has had on your daily routines and we extend sincere our apologies for any disruption experienced.
  
  The gas leak issue was taken seriously, and immediate action was required to preserve resident safety and address the situation. Our team worked diligently with the gas company and emergency after-hours plumbing services to address the leak. This required that the gas be turned off to the building. Due to city ordinances designed to help protect citizens’ safety, certain city approvals were necessary before we were able to install a temporary gas line. Fortunately, the comparatively swift installation of an alternative gas line solution successfully resolved the issue and restored gas and hot water to our residents. 
  
  We know that any loss of hot water can be frustrating, and we apologize that a better solution was not more readily available. Fortunately, building heat was maintained for the duration, and the units were still habitable, albeit less comfortable.
  
  Our goal is to ensure a positive living experience for all our residents, and we are committed to addressing your concerns promptly. Our call records indicate a phone conversation between you and a member of our team who initiated the refund on February 13th. We are pleased to report that the refund of $138.96 has been administered to your account. We consider this matter resolved.
  
  If you have any further questions or concerns, feel free to contact us directly at ***** ********. We value your residency with us, and look forward to providing you with a more seamless experience moving forward.
  
  Sincerely,
  ******* ********
  ******** *******
  BG Flats 
  Real Property Management Express
  
  

• Initial Complaint

  Date:09/05/2023

  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.

  The business claims that since I provided a thirty day notice to vacate as opposed to a sixty day notice, they are attempting to give me to pay for a full month of rent. I have moved out of the unit September first, per my lease agreement. They have already confirmed that they have found a new tenant scheduled for the 15th of September. I believe I shouldn't have to pay anything since I have given them enough time to find a new tenant.

  

  Business Response

  Date: 09/16/2023

  Dear *** *******

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration you have experienced, and we hope that this response will contribute to achieving a mutual understanding and satisfactory resolution.

  
  Unfortunately, we are unable to approve your requested billing adjustment at this time.

  
  Your residence was located at *** * ****** *** **** ** ******* ** *****, and your lease's natural expiration date was August 31st, 2023. On August 3rd, 2023, you submitted a notice to vacate, indicating your intention to move out of the apartment on August 31st. In your lease agreement, it is stipulated that notice must be provided at least one full calendar month prior to moving out of the property. The specific language from your lease agreement is cited below:

  
  “The lease will automatically become and continue as a month-to-month lease upon fulfillment of the initial term unless Lessor or Lessee gives the other party a written termination notice at least one full calendar month prior to the end of the initial term or any subsequent one-month term. This means notice given June 2nd, for example, would require that rent be paid in full through July 31st.”

  
  Since you provided less than one full calendar month's notice, we informed you that you would remain responsible for the rent and any utilities specified in your lease for the month of September. This responsibility can be waived if we successfully lease your unit to a new resident during September. Under South Dakota law, we are not permitted to collect rent from different parties for the same unit at the same time, and we have no intention of doing so.

  
  In your complaint, you mentioned moving out of your unit on September 1st, 2023, one day after your lease had expired and the date on which you had given notice. According to our records, you did not surrender your unit and return the keys until September 2nd, 2023. Before August 31st, we had a prospective resident interested in renting your unit. However, due to the delay in surrendering your unit and our obligation to prepare it for the next tenant, we had to find alternative housing for these prospective residents. At present, we do not have another resident lined up to occupy your unit.
  

  Please be assured that we are making every effort to secure a new resident for your unit, and if we are successful in doing so before October 1st, we will adjust the rent owed for September accordingly, and issue a refund if necessary. As it stands, your outstanding balance is $490.30, including rent, management fees, flat rates for Water and Sewer utilities, and insurance. 
  

  We genuinely appreciate your feedback and consider this response as the starting point for a potential resolution. 
  

  Sincerely,
  **** ***
  Asset Management Executive
  Real Property Management Express.