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:06/20/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On April 16th, 2025 My husband and I vacated the property we had been renting for 2 years at *** ** ***** **** ****** ***** ***** *****. We also had a roommate living with us who had a dog, and she and her pet had vacated before us. We paid a total of $2599 for the security deposit and $300 for the pet deposit. We thoroughly cleaned the property before we left: we cleaned walls, doors, windowsills, baseboards; refrigerator/freezer were thoroughly cleaned, as well as the oven/stove. All counters were cleaned; inside/outside of all cabinets and closets throughout the entire 3-bedroom house including shelves and doors/frames. All floors were thoroughly cleaned, and the carpets were vacuumed and shampooed. I have videos showing how clean everything was, right before we walked out of the house to leave the property for good. ******, the Manager told us they had 30 days to get our deposits back to us. The lease was up as of April 30th, 2025. We didn't receive the refund check until 2 weeks later, but the check was only $1819.00. The security deposit we paid was $2599.00 plus a $300.00 pet fee, so we were expecting the check to be in the amount of $2899.00. We were very shocked we didn't get the full deposit back as we had left the house so clean, and had always paid our rent on time, and we have proof of that. When we emailed ****** about the shortage of $1080.00, he sent us an invoice showing that they took an additional $780 out of the security deposit for "deep cleaning" in the amount of $430 and "carpet cleaning" in the amount of $350. I believe these are fabricated charges so they could keep more of the security deposit that rightfully belonged to us. Additionally, as of today (June 19th), ****** has still not responded to my email regarding the pet deposit of $300, which was also not returned to us. In all fairness, I think we should be refunded the $300 pet deposit fee and the $430 deep cleaning fee. I am willing to forfeit the $350 carpet cleaning fee.

  Business Response

  Date: 06/20/2025

  We understand your concern but we want to assure you we don't over charge for anything and we have only charged the actual amounts to you. Whenever there is additional pet deposit we have to get extra pet cleaning done and its used for that. We will also go over your email and reply back to you.

  Customer Answer

  Date: 06/20/2025

  
  
  Complaint: 23493305
  
  
  
  I am rejecting this response because: in the lease agreement, under section 16. Pets, 1, it states: In addition, "Tenant will be responsible for all costs that are reasonably necessary to remedy any damage to the property which may be a result of any animal or pet. LANDLORD WILL REFUND TENANT THE BALANCE OF THE SECURITY DEPOSIT AFTER SUCH DEDUCTIONS." There was no damage to the property that was made by the dog, and I personally shampooed the carpets myself. Additionally, the Manager still hasn't addressed why it was necessary for a "deep cleaning", when that place was spotless when we left, and I talked to the man who "inspected" it for the Landlord. I asked him if it passed inspection and asked him about the cleanliness, and he said it looked good. So why were we still charged a $430 deep cleaning fee? There was nothing that needed deep cleaning as we had already done that. 
  
  
  
  Sincerely,
  
  
  
  ***** ****** *********

• Initial Complaint

  Date:07/23/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Unfortunately, I am a victim of Property Management Fraud with Rentomatic LLC in Utah. I have hired to manage my property at 1**** * ***** ****** **** ***** ****** ** *****. The tenant did not pay the rent for the month of June, did not pay the bills $172.40 (Water/Trash/Sewer) for couple of months, and vacated the house. The property management company handover the keys to me and says they clean-up the house. They say they spent all the security deposit $3475 ($300 pet deposit, $250 owner refundable deposit and a month's rent which is $2925) to cleanup the house. They sent me one liner email saying they spent all the money, they say they do not have to provide any details or invoices how they spent over $3475 to cleanup the house. In fact, as I live in Maryland, few of my friends from Bluffdale, UT, helped me cleanup the trash from house, and hired handyman to fix the things like fixing the walls, broken toilet seat, fixing the walking closet, broken basement door lock, power was the garage.. etc. The property management company did not provide any information like inspection logs, invoices, deposit transaction details, payments, expenses. It is unethical. It is fraud. They say they do not have to provide any of the information to me as the security deposit does not belongs to the owner. They said different versions of the story to coverup. They said the tenant did not pay full rent for May and they had to adjust the rent from the security deposit to pay me the rent for May. This puzzles, me and no one informed me or discussed with me that the tenant also did not pay the rent for May. I would request to refund the deposit $250 and the tenant security deposit amount by taking of the cleanup charges, and the fee if any. I would request to provide all the details like inspection logs, invoices, deposits, fees, expenses... etc. This would coverup the unpaid rent and the water/sewer/trash bills which tenant did not pay.

• Initial Complaint

  Date:02/22/2024

  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.

  You didn't show up for the showing, then lied about our move-in date, so we packed a week early then had to unpack. When we could finally move in, the blinds weren't hung and the cupboards didn't have hardware, after I was assured twice that this had been taken care of. You misplaced most of the keys to the house, the extra garage door opener, and the mailkey. I have contacted you several times about the mailkey over the last three+ weeks and am now being ignored, while important business documents, a check, and packages sit in the mailbox. I've submitted tickets about the brown water and water leak in the basement, and it's been 10 days with no response. I would like half of our first month's rent refunded in compensation for these issues, or you agree to let us cancel the lease and move elsewhere without the early termination fee.

  Business Response

  Date: 02/26/2024

  All of the issues where resolved the same day.