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:02/12/2025

  Type:Service or Repair 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.

  I am filing a complaint against RICHEY PROPERTY MANAGEMENT (RPM) who were the property managers in our former rental. Deposit was about 5500. Before move-out, an employee and agent Colin ********************** did a walkthrough with my son, ****** (he was helping when everyone was out of the house). ***** stated we did not need to paint the property and that we needed to patch holes in one of the walls. After move-out, the company *** stated that they would be charging to paint the whole house. When emailing back and forth with ******** ****, the property manager, they would not accept that ***** stated that we would not need to paint and only patch the larger holes in living room. We reached out to the Managing Broker, ***, via email. ***** ******* responded back and stated that we would have to pay for paint for the WHOLE HOUSE. ***** now indicated he never saw the holes at all, via email. ******, my son, spoke with ***** over the phone today 2/11/25 indicating that ***** is on the homes security camera stating as such. ***** responded via email with threats that ***** was recorded ********* is a one party rule). ***** continues to indicate that the whole home needs to be painted regardless of what was said. We are filing a complaint because the company is acting unethically and misrepresented to former tenants and are now charging former tenants for painting whole home. I am able to provide emails and any further information. Please email me.

• Initial Complaint

  Date:08/08/2024

  Type:Order 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 would like to express my deep disappointment with your seemingly predatory procedures. Per your own website:6. Processing generally takes about 2-3 business days this may be delayed or accelerated depending upon the speed of the verification process for tenancy and employment information. Non-responsive contacts may be a cause for RPM to decline an application or for another application to be completed before yours.and 16. RPM represents and works for the property owner. We may receive multiple applications for any property. *** will accept applications until the property owner signs a lease. We will not deny any applicants right to apply. If you are concerned about other applications being in process, please contact our office before submitting your application. When a property owner and tenant agree on the lease terms (but a lease is not yet signed) we will mark the property as Pending in the *** and will discontinue marketing the property for up to 48 hours to complete the process. Once a lease is signed we will mark the property as Closed. For further details see the Upon Approval section below.And, Per NARPM Standards of Professionalism: 1-8 The Property Manager shall disclose information on the availability of rental properties to prospective parties on a regular and timely basis.10-1 Regardless of the type of media used, advertising content shall be truthful and honest at all times to the best of the Property Managers reasonable knowledge.Not only was our application denied less than 24 hours after submission, indicating that a tenant was most likely already selected prior to our application submission, but the listing is still live on your website and all *** sites so that other potential renters can fall prey to the same trap. On this basis, I request that the $120 paid be refunded in full.

  Business Response

  Date: 09/10/2024

  Below is a timeline of activity regarding Mr. ****** rental application with our company:

  This application was a good one with B+ credit and B income (based on our criteria).  Mr **** complained we deliberately kept the listing status as "active" to get more applications in. Our application instructions which are online and must be read BEFORE an application is completed and submitted state that agents and/or applicants should check in with our company via email, text or phone call BEFORE they apply to obtain the most recent update on the property.  We never received any communication from him prior to his application being submitted and he solely based his application decision through the listing status on various rental websites showing it was still active/available.
  
  We received multiple applications for this property and if he had inquired beforehand we would have informed him we had multiple offers in and he could have made a decision then whether he wanted to apply or not.

  Our MLS (**********) rules state that the status of a rental listing should be changed once an application is approved by an owner and terms accepted by all parties.  When he submitted his application, no other application had been "approved" yet but several were being processed.  Our job as a Realtor and listing agent is to get the very best tenant for our owners and that means sometimes that multiple applications are processed and the owner can select the best qualified one.  Additionally, when the status is changed in the **** it does not immediately change on all the online syndicated sites such as Zillow, etc so there may be a slight delay there but that is completely out of our control.
  
  Regarding the timeline, we received his application on August 7th at 11:40 am and the denial message was sent to him on August 8th at 7:06 am. Yes, an application was in process and being reviewed for approval by the owner by the time Mr ****** application came in and the terms were still being negotiated but the listing status was not being kept "active" deliberately.   It was proper to still keep it active as no firm agreement was made yet.
  
  He also insisted on a refund for his application fees and we told him that unfortunately application fees are non-refundable. This is also mentioned clearly in the application instructions.

  The listing status was updated August 9th in a timely manner.

  We did not do anything wrong here and we followed all our procedures correctly.  Applicants must read all the instructions and understand what they are doing before the submit an application and spend the money.  

  Thank you.

  Sue Richey

  Principal Broker/Richey Property Management

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