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:12/30/2024

  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.

  I am a rental property owner and have had many issues with this property mgmt. company holding the tenants responsible for general upkeep of the property. After all, they collect 8% of my rent monthly to manage the property, correct? The biggest problem with this business began when I asked them to notify my tenants the first week of June 2024 that I needed them out of the property by August 1st, much more than the 30 day requirement. They notified me the day before that the tenants were asking for more time. I replied that was not possible. The tenants finally moved out August 12th. Many calls/emails to this company since then have been avoided, not followed up on, not replied to, etc. I have showed up to the property at the time and date set by the management company for a representative to meet up with me at the property to just have them flake and not show up after taking time off work to meet them. They have promised several things including sending me the keys .... and nothing. The lack of follow up and follow through is the worst of any company I have ever worked with.When I got access to my property the place was trashed beyond recognition including the landscaping. I still have not received a move-out report, a final statement that shows exactly what the security deposit was spent on (per an email I got, $398 is what they charged for lightbulb replacement and there were still a bunch off burned out lightbulbs), rent for 8/1-8/12 (the additional days the tenant was there), reimbursement for invoices for repairs that I had to pay for out of pocket that are the tenant's responsibility, and still have not received all of the keys to my property despite several requests via email and phone...over 4 months after the fact. I repeatedly get promises from **** and "*******" that all of this will be taken care of and nothing ever happens. At one point, to cover for *******, ** told me she had fired her. Lies & no follow up or follow through.

  Business Response

  Date: 01/16/2025

  The tenants were properly given the 30 day notice to vacate but you must realize that we cannot make them. You found out the day before because we found out the day before. We would never do that to an owner. I am sorry if you showed up to the property and our representative didn't however, I have verified with staff that did not occur. We do have your keys. Since you are local, it would be safer for you to come get them. I would highly recommend you rekeying the property since you did have tenants prior. Your owner statement is your view of what was spent on the security deposit. Once the security deposit is used then yes, the owner unfortunately has the burden of the expense until we can recoop the funds through collections for you. 

  Real Property Management Wasatch

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22747395
  
  I am rejecting this response because I never received a detailed itemization of exactly what the security deposit went towards.  Per an email from ******* ******** I was charged $137 for a rekey.  Why would I need to re-key again?  I was charged $525 for a cleaning that did not happen thoroughly.  There were cobwebs left in all corners and light fixtures as well as some areas in the basement that were not touched.  I feel I was overcharged for that cleaning.  I had to pay for another one out of my own pocket to have someone do it correctly.  I was charged $448.57 for patching holes.  The person who did this left huge chunks of spackle hanging off the walls as they were not sanded down properly and they put this over wallpapered walls in some areas causing me extra expense of having to remove/sand all of the areas.  I still have not received an itemized invoice on why I was charged so much for a bucket of spackle and someone slopping it onto the walls.  I was charged $654.67 for "replace batteries in smoke detectors, remove all nails from walls and cover holes, replace all missing electrical outlets plates repair all broken screens" and NONE of this was done and it looks like you are double charging me for the sloppy spackle job.  Not one screen was repaired.  I still have them sitting in the garage as proof.  No batteries were put into the smoke detectors.  Several electrical plates still missing.  I was charged $398.44 for replacement of "all light bulbs" .  There were at least 20 light bulbs I had to replace.  I would like an itemized receipt on why you feel it cost that much for your efforts to replace light bulbs.  

  I would also like an update to when the collection was filed for the expenses I submitted for the damage to the garage and garage door that I had to pay for out of my own pocket.  

  Sincerely,

  
  ****** ********

  Business Response

  Date: 01/23/2025

  ******,

  Please understand that the security deposit was not yours but rather the tenants. We use the security deposit for any damages that they cause. Once that security deposit is used, unfortunately, the cost does go to the owner. We then will send the tenants to collections to begin the process of recouping funds spent. I am sorry you don't agree with how it was spent. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22747395
  
  I am rejecting this response because none of my requests on my previous reply were acoomodated:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair 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.

  AC not working in Unit. Reported Saturday. Business told me they didn't receive our message on Monday. I asked to speak to a supervisor. ****** told me there is no supervisor in until Wednesday. Person was supposed to come take a look on Monday according to their notes. Someone came at 2:00pm today to look at it, said they can fix it but do not have approval from property management company. Called person from property management company and the person that said their supervisor is not in until Wednesday, said we sent a message to the property owner it will be 24 hours until the property management company can make a decision.I would like to speak with a supervisor, and confirm this is the way things are generally handled or a fluke from a person that is not aware of company policies.

  Business Response

  Date: 07/31/2024

  ****************,

  I am very sorry for your frustration. I know how miserable it can be having no A/C in such hot weather. Your afterhours call came through on Saturday 7/27/24. Unfortunately, there were no HVAC vendors available as with such hot temperatures, they are all booked out several days. We were able to get someone out there in a timely manner. They have assessed the situation and have provided our company with an estimate. In order for us to proceed with that, we must get approval from the owner. We have reached out to the owner and are awaiting a response back. I can assure you that my team is doing all they can while following protocol. I will make sure you get a follow up today, 7/31/24. Again, my apologies for the inconvenience.

  *************************

  RPM Wasatch

  Office Manager

  Customer Answer

  Date: 07/31/2024

   
  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,
  
  ***************************