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Complaint Details
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Initial Complaint
12/28/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
The property manager and the company absolutely refuses to do anything relating to repairs without a fight. Property manager states he's just a middle man. It's taking nearly two months for them to repair a huge hole in the roof of the house. ****, it took weeks for them to just tarp the hole. Fights as hard as possible not to do a single thing beneficial for the property or the tenant. When first renting from this company, I was heavily pressured with sales tactics and false immediacy. It's a fight to get anything done with them. They do no take care of the property. The only time I've ever heard from them is "make sure you pay your rent today" emails. They do the bare minimum possible that protects them legally and NOTHING further. This company is the definition of a rent farm. The 'managers' they hire are morally and ethically bankrupt from the observations I've made from their actions. Hopefully this message can protect others from their predatory actions.Business response
01/05/2024
Upon researching all our files and records, we have found no record of you as one of our tenants through name, email, or phone number. We do our best to make sure all our residents receive prompt response in both answer and action to any and all maintenance issues. We have reviewed this complaint with each property manager currently on staff and none recognize the issue you described.
Perhaps you put in a complaint to the wrong property management company by accident.
Wishing you the best in all your endeavors,Initial Complaint
04/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This ****************** is NOT responsive to my attempts to contact them. They expanded their services into the *******, ******** area the end of last year (2022) and took over SEMIPro. There is no way to directly contact the local staff or even find an address for them. They do not respond to voice messages or emails. They are not listed as American Real PM on the ** Corporate entity list and apparently go by another name. I've tried for over a week to get them to respond to my property needs. They only have voicemail and their website does not allow direct contact either. They have not released monthly statements, and as of last Thursday hadn't responded to my local city for an inspection follow up and a host of other issues. I had to contact a local realtor, who knows some of the old prop mgmt. staff who are now employed by American Real PM to find out what is going on. One of those persons is supposedly the new mgr. for my property but he hasn't responded to me either. These issues need to be addressed by the ****** ownership of the company, who assured me during the transition interview from the old prop mgmt. company to them that I'd have access to people directly for my issues and they'd be responsive to my needs. They need to be held accountable and take care of my property needs. I pay them to do this and they are not accountable or responsive.Business response
04/21/2023
Since the date of this complaint, I have taken the necessary steps to resolve this complaint. I will continue to work with this customer to ensure her needs are met.Initial Complaint
08/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Yes good morning bbb team , I am writing this complaint on a follow up my wife has put in regarding the home we reside at , we have been here for almost 1 year in October and out of these months we were only able to use our master restroom 3 months out of this time . It's taking them so long to complete the work , my wife has spoken with Justin himself at American real and was promised over the phone a rent credit or him taking off some of our rent , that has yet to happen , my wife has also called the office multiple times not reaching him , they emailed back and forth a few times regarding a different issue but that was it , all I am asking is to either get half or all of my deposit back and to also have our rent taking off . Our lease is up 10/31/22 but we have put a notice to vacate 10/28/22 . We are unhappy with this company and how they handle issues . My wife has to call and leave voicemail regarding restroom issue and then the maintenance man will contact us for work other than that we won't hear nothing from them . This is a terrible company to rent or buy from and it shows .Business response
10/26/2022
Business Response /* (1000, 5, 2022/09/01) */ Our staff have been in contact with the complainant and have worked towards resolving the issues. It is my understanding that the matter is to a point of satisfaction for the complainant.Initial Complaint
07/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After missing 1 month of rent a eviction was filed against my name! Rent was paid in full and I never went to court but yet I still have an eviction under my name in which I've never had before.Business response
08/19/2022
Business Response /* (1000, 5, 2022/07/13) */ Regarding this compliant, the desired resolution as stated by the complainant is unfortunately outside of our power. Records of the eviction filing may appear on a personal credit report as public record posted by the County Public Records office, not American Real PM. We have no ability to redact that from public record. The eviction petition, justifiably and correctly filed on February 14th, 2022 for non-payment/delinquent rent, was dismissed with the county court on March 17th, 2022, once the complainant made payment to satisfy his balance. While the public record lists that an Eviction was filed, a review of the case number in the state's online case database, correctly reflects that this case was dismissed w/out prejudice by all parties.Initial Complaint
06/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In February of this year I signed a lease with a roommate and moved into the address listed. Even though that lease says that we are responsible for all utilities our agent with Monzo Group/Keller Williams told us not to put the water into our name and that we would not be responsible for the water. Monzo Group also screwed up our lease, putting somene elses name on the lease and not my roommate. At the time we were told just to sign the lease anyway and it would be fixed. Between February and March/April this was never fixed and we went from dealing with Monzo Group to a man named J ****** (XXX)XXX-****, who also reiterated that we did not have to pay the water bill and to send pictures of the bill to him and he would take care of it. I have proof of this. Come April J ****** tells me that I will now be dealing with a man with a company called American Real PM and to send pictures of the water bill to him. Ever since this switch we have had problem after problem. One being that we have not gotten a corrected copy of our lease and its been 5 months now. Secondly I have been sending the water bills to ***** with no response and they have not been paid. He denies ever receiving pictures of the water bills but I have proof of this too. I finally contacted him on 6/18/22 after receiving a water bill for $377 and asked what was going on. It was then and only then that they told me that we are now responsible for the water. No warning was given whatsoever. Further more they claim that yes the owner of the house was paying the bills but now wants them added to my ledger! No idea when they came to this decision but it was never told to me. Now I have a large water bill that I can not afford on top of my rent and a company that refuses to work with me even though I have plenty of proof that from day 1 we have never paid water bill the owner or property management did and we were told it was not our responsibility.Business response
01/18/2023
Consumer Response /* (2000, 5, 2022/06/22) */ Just wanting to let you know that the company and I are working together to resolve this issue. Thank you ****** ******Initial Complaint
05/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We moved into this home with American real pm and we have had issue since we moved in , we have reached out and then they will send somebody and issue will not be resolved , emails and phone calls have been sent as well and issue are still here . I have records of the first complaint that started . We were also told we could not withhold rent even if we wanted to because of reoccurring issue , such as water utilities , mold growl and some minor restroom issue with tiles being broken off , they have came to rip out the whole shower and it took then 3-3 months to do so and now that is gone we still yet have waited for the shower to be put back in . We also can not switch water to our name because we were told by the city that management needed to do inspection . And that has not been done . I am looking for them to let me off this lease with full refund . I always call office and never get the manager , I always get the front desk . Always told I will be contacted back and it will be weeks until we hear back . This issue is on going and is taking a told on our family who deserves a better home .Business response
08/19/2022
Business Response /* (1000, 10, 2022/07/13) */ We reviewed the Complainant's notes with our staff and her Property Manager has been in contact with the Complainant and worked to satisfy her maintenance requests over the past few weeks. The construction projects have been completed and we believe the situations are resolved. As for delays in communication, we are constantly working to improve our responsiveness and having dedicated office staff take inbound calls is one method to ensure that all calls are answered especially when the Property Manager is working from the field during the day. Our staff remain responsive to the Complainant should any issues remain unresolved or resurface.Initial Complaint
07/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Since June 2019, American Real pm, charging for a service we never received causing late fees. The property management company have been unresponsive in the past. We are disputing the late charges since October 2020. Payments was delivered on time via mail. Company process payments late cussing us to occur late fees. No drop box available to drop off payments. We are disputing late fees over totaling over $1700.Business response
09/20/2021
Business Response /* (1000, 5, 2021/07/15) */ Hello, in reviewing this complaint with the former tenant's we found some errors were made and have provided them an updated ledger showing the fees have been reversed and no further balance is owed. I have not heard back from the complainant since sending the explanation and revised ledger but assume this matter has been satisfied.
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Customer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.