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:04/21/2025

  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.

  Maintenance replacing the **** filter every 6 months has never been completed after several attempts to notify the manager. Monthly parking garage stopped functioning to let me into the parking garage. Was told to visit the office to have card reprogrammed or get a new one. Property manager was not in the business when I arrived and left the issue to the front desk staff. However, the front desk didnt know what to do and told me they would contact the property manager. Receptionist also told me that in case a new one was needed it would have to be ordered and that the property manager would make arrangements to get it back to me. I advised the receptionist that mail or the use of the properties lock box would be preferred as their office was far away. I was handed a parking permit to park on the premises of the apartment instead of the parking garage. Front desk receptionist attempted to give me back the parking garage card that was not functioning and I did not take the card because it did not work. Also, I left the card because I thought they would need it to fix the issue. An hour later, after I returned to my work, as I visited their office during my lunch hour, I received a text message update that the card had been reprogrammed and that I could come pick it up before they closed at 5pm. I could not return to the office as those are common working hours, so I asked why did the property manager advise me to come to the office if it could not be fixed during my visit. Property manager said it could not be fixed immediately at my visit and that they would not be willing to use the lock box method. Instead, they advised that they would mail it but did not know when it would arrive due to the mailing service. Eventually, my car was towed from the property due to an unmarked and unadvised distinction in designated spaces specific to the property. The lot is small and lined up against the property with only a bike rack to distinguish the separate parking spaces.

• Initial Complaint

  Date:04/16/2025

  Type:Billing 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.

  03-June-2019 my son moved into a rental accommodation in Richmond, ** (*****************) with his friends who all attended **************. They had a lease and deposit with "Real Property Management" and when they had finished college in 2024 they informed the office that they were moving out via phone call. Now the company has hit my son and the other boys with a $8286.43 collection due on past account via a collection agency. There was repeated phone calls made to this company, often no one could take our calls concerning this matter and there was no way to Email them.

• Initial Complaint

  Date:08/20/2024

  Type:Facilities 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.

  We are moving to Richmond VA from *********. We thought we found a nice affordable little place for the two of us, signed a lease and paid the security deposit. (8/13/24) We then rented a truck thinking all that was left to do was pack. Our realtor **************************** ghosted us for two days after we paid. When we finally reached her I kept asking questions because something felt off. Eventually she disclosed that there was a sewage leak and ***** infestation in the building for months now. (8/15 at 5pm) I kept asking about it because at first she was describing the whole thing as a small insect problem until she said yeah it's been a problem all summer but I've only seen 2 roaches in your unit since it's been vacant. I was in shock and told her I'd have to call her back. She ghosted us again for 3 days. Then she calls 8/19 and says well pest control is the tenants responsibility- it says so in the lease. I pointed out that it also says in the lease that you have to provide safe & habitable places to live. She insisted that it was and then said as a courtesy to you we can seal up the basement. I say -Asia you have a bunch of other units in your name. Can you just move us to one without a sewage *************** we will pay more for a clean place to live. She says well that's my best building pest wise Nothing this underhanded & suspicious has ever happened to me in ******. A friend in RVA kindly agreed to go in person and try to get answers about this treacherous behavior. She went 8/19 and they yelled at her through the ring cam, wouldn't let her in, gave her a major attitude and she said it definitely seems like they do this to people on the regular. I need to JUST get out of this lease with these sketchy people. ********************************************************** this is the site we found the unit on. I called the VA **************************************** to a complaint line that is only for discrimination. We are still in ****** and don't know what to do.

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising 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.

  In June I applied for a home advertised for rent by Real Property Management. I arranged for a tour of the site on the day of my tour 30 other families were present to to also tour this site . This was a initial red flag for me as the application fee was $60 per person. Two days later i received a email that i needed a co signer because I had no credit and they had to make 5x the monthly rent. This in it self was a ridicolous request but fortunately for me my mother has that income. she contacted RPM agent and advised her credit was fair but she could verifiy the income. She paid $6o for the cosigner application now $120 in I receive another notification vi email that i needed a stronger cosigner. with no explanation as to why. Industry standard as best would require a higher security deposit. They wanted another $60. That said this house is till being advertised for rent which i belive they are collecting aplication fees without any intent on renting it is hard to belive they havent found a qualified household in 3 months this is a rental scam

• Initial Complaint

  Date:08/12/2024

  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 moved into The ******* on Broad on 29-Jul-2024. Since I moved in, I have had the most difficult time with maintenance and Real Property Management Richmond Metro. I have not been able reach my property manager, ***********************, to tell her that I am breaking my lease due to black mold exposure. The black mold has recently appeared on and only on my air vents. I need to break my lease to move out so I do not develop health issues but my property manager will not answer my phone calls or my emails. I emailed her a last Tuesday (06-Aug) concerning a maintenance request, emailed her Saturday (10-Aug) to inform her of the mold and that I will be breaking my lease, and called her today (12-Aug) in the morning and was told she would be in her office today. She has not responded to me at all. Previously, maintenance has tried to get into my apartment to change my air filter with no warning. Additionally, I have been paying for my heat and air conditioning (its included) while living in this apartment that has broken windows. The heat barely worked in the winter because the air kept coming in. They were able to put weather stripping over it. If I am remembering correctly, they would reach out to the landlord about fixing the windows. They never did or they never gave me an update.

• Initial Complaint

  Date:07/26/2024

  Type:Facilities 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.

  Many issues, prior to move-in they stated that everything would be repaired (A/C non functioning in June, washer non-functioning, fan/light combo in one room non-functioning, missing ceiling tiles in bathroom). At time of move in, none of the issues were fixed. It took 2 months before the A/C was fixed. There have been several maintenance issues that have come up and they were slow to address. They sent out the lease renewal email and nowhere on the email did it mention that if we didn't make our decision we would be auto-enrolled into another year lease. When we tried to get out of the lease they said that we could pay one months rent and they would put it on the market, but we are rent responsible until such time another ******* takes over, but they then demanded (over phone) to turn in our keys as we had no current lease. Our property manager has changed 3 or 4 times and they don't inform us when it does change. I spend 2 months emailing who I thought was our property manager until I recieved a general email from someone saying they were the *** They seldom answer phones and you cannot visit in person because they feel unsafe. The building itself is structurally questionable. In the last 2 months we were there, we expierenced leaks and various screws and nails falling from the ceiling. There is also a smell of either something dying or mold. The outside of the building also looks like it is falling apart. There is a constant mouse and cockroach problem that they do not adequetly address. When brought up they said that it is our responsability to resolve, even though the issue was present prior to move-in. Others have moved out and were not subject to waiting until someone else took the lease to pay for the vacant months.

• Initial Complaint

  Date:03/18/2024

  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.

  We moved into this apartment in September of 2023. Upon moving into the apartment the only toilet we had access to was out of operation and it took 4-5 days for someone to come and fix it despite an emergency maintenance request. The weather hit about 80 one day, and our AC went out and it took them 3 days to fix it despite me explaining that I am asthmatic and couldn't breathe in the apartment. They never explained parking to us when we submitted a lease and we ended up displaced due to lack of parking in the area. When we moved in, the unit was never cleaned. Floors were so filthy (even after they sent someone to clean) that our feet turned black walking barefoot. Pubic hair and urine were found around the toilet.They lock a master key in a masterlock outside of the building on a small grate and allow third party contractors to enter the unit without proper notice and without announcing themselves and twice the contractors and maintenance have arrived and entered prior to when scheduled. The shared spaces (lobby and elevator of the building) are not upkept whatsoever. A homeless person came into the lobby and left trash, pee, and hospital trash/attire in the lobby and so far it's been there for 2 weeks, and has accumulated with the other trash over the last month. There was a dead rat the size of my forearm (not exaggerated, I have a photo) on the sidewalk blocking the stairs to our building for 4 days. We have an unresolved rat problem in the building. Drug dealers operating out of our building and parking lot. Package theft. Homeless shacking up in the dark by our dumpster, making it unsafe to go near alone or at night. I had to call the city inspector because the company did not want to properly address the brick wall (exterior) in my apartment turning to dust and crumbling. (I could see sunlight through the cracks) and we can still hear the birds like they're in our apartment. So much more to share, and not enough space or time.

• Initial Complaint

  Date:08/08/2023

  Type:Product 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.

  The company has left Huge hole in my bathroom and isnt coming back to fix the job.

• Initial Complaint

  Date:02/21/2023

  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.

  I moved into an apartment on the 3rd of January. Immediately noticed roaches and ***** nest in the refrigerator. Notified Agent as well as property Manager ***************************** was told the sistuation had been rectified since the spraying occurred however roaches, live roaches and dead still present. They tried to rectify the situation of getting rid of roaches with ********, was told the situation should be better within 2-3 weeks. I never stayed in the apartment physically however I did have my boxes in the unit due to having no where else to place them at the time. Situation was never rectified roaches were still present in apartment the whole month as well as in other units (asked tenants). Turned in the keys on the 23rd of January after going back each day to clean up the dead roaches and documented. Reached out to ******* several times over the phone conversation to ask if this isn't rectified what are the next steps but was told that when we cross that bridge for cancelling the lease that we would discuss then. My mother is a co-signer I had her call ******* where it was guranteed this would not hurt our credit, we would receive deposit and look for another apartment under them since no solutions were brought up however the company wanted me to pay a break lease fee, along with the rent of the apartment I never lived in as well as rent for the other apartment which was available in March. we would receive deposit back because it could not transfer over which I was going to pay the break lease fee with however when speaking to me was told I wasn't receiving my deposit at all. I asked why and never addressed why I wouldn't be receiving it. Made a decision to not go through with this company because of trust issues still paid rent on the 1st of the month and still having the break lease fee on my account accumulating fees from a place I never will or have lived in. Threatened with eviction. My situation now is that I am a nursing student sleeping from couch to couch.

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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.

  This has been a stressful move in I havent had a stove and refrigerator since I move in been leaving messages calling someone said I didnt do a proper call because the landline number dont always contact yall the lady on the phone said she would send the order to the maintenance I had to keep calling n calling still no one have yet called it has been documented and the stove still missing 2 and the refrigerator wont be in till Monday almost a month I been living at ************************************************************************************ giving this is inconvenience buying for everyday out and having keep going to the store to get cold drinks this has been a stressful 3 weeks Im thinking about breaking my lease one lady so unprofessional being smart she not in this situation at all this is STRESSING ME OUT wonder how ima eat when I made groceries and had to throw all my stuff away wasted money . My refrigerator was place in at 2:10pm December 5,2022 I been here almost a month on December 11 2022 I keep calling and emailing about some type of refund or taking money off my rent for December . I paid the rent **** for December January it need to be some type of accommodation for the money I lost n the money I had to spend