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:01/16/2025

  Type:Billing 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.

  RPM now had an overall lack of transparency along with, what I believe to be, predatory and scam practices. On my move in date (approximately early June of 2024) I was informed of a $800-$900 or so fee. Though many times they had asked if the initial $50 application fee was fine, I was never informed of this large fee. As it was my move in date I felt I didn't have any other options. Essentially feeling like my keys were being held hostage at the last minute. Now upon move out (around 12/30/2024) I was informed of a $440 charge for the regular cleaning that every place does upon move out (With $120 of that being an "inspection fee"). I was not given an itemized receipt and only upon going to the office twice did I receive any reply or explanation. They did not answer any calls or emails. I was never informed about any of the reasons, only sent a bill. Upon me asking why the fee was so high, especially when they said the unit was largely clean, they responded "we pay our contractor very well". I have seen practices like this before and feel rather taken advantage of. The theme of dealing with rpm now has been a lot of last minute switcheroos if you will. A lack of communication and transparency. I find it particularly predatory as many of the other residents are more vulnerable to these practices (first time renters, elderly, and lower income residents) If a return of some of my funds is possible that would be nice (I imagine this is not the purpose of the BBB though). But I mainly wish to make the BBB aware of the practices and conniving of this business to save future tenants from predation

  Business Response

  Date: 01/17/2025

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to ensure transparency and fairness in our practices.
  Regarding the fees mentioned, we would like to clarify the following:
  Move-In Fee: The $800-$900 fee were charged at move-in was a brokerage fee associated with the third-party company that handled the leasing process. This fee was necessary to generate the lease and was disclosed during the move in process with Century 21.
  Move-Out Charges: The $440 charge for cleaning and inspection upon move-out is a standard fee that covers the cost of ensuring the unit is ready for the next tenant. This includes a $100 inspection fee. All move-out charges are disclosed upfront in the lease agreement, and we apologize if there was any confusion regarding these charges.
  We understand the frustration with the communication issues they experienced. We are committed to improving our responsiveness and transparency. We will review our processes to ensure that all tenants receive timely and clear communication regarding any fees or charges.
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. We value your feedback and are committed to addressing any issues to improve our services.
  Thank you for your understanding.
  Sincerely,
  Katelynn D**** RPMNow Property Management

  Customer Answer

  Date: 01/19/2025

  Complaint: ********
  
  I am rejecting this response because:
  There was no transparency or mention of the brokerage fee or of the cleaning fee. As well as the fact the fees are quite large and are not something any previous place has done
  
  
  Regards,
  
  ******* ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 01/22/2025

  Section 5.1 of lease does disclose an estimated move out cost, previous tenant did upload partial contract between himself and C21. C21 is in charge oof move in fees.

  Customer Answer

  Date: 01/23/2025

  Complaint: ********
  
  I am rejecting this response because: the last minute mentions of brokerage fees and I was not given copy of the attached lease agreement. nor of the itemized charges
  
  
  
  Regards,
  
  ******* ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:08/22/2023

  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 signed a lease with RPM on july 21st, 2023. I was told that my air conditioning would be fixed by the second of August. J did not live in my apartment for the first few weeks as it was too hot! Yet i was still paying full rent. It is now August 22,2023 and I still have no air conditioning. Everytime I try to get ahold of anybody there I get their voicemail. I have sent multiple emails and NOBODY will answer me! the last message I got was ‘you will know when we know’. It has been over a month since the air conditioning stopped working. it is OVER 90° in my apartment daily. I have never once seen any type of maintenance trying to fix the air conditioning. I have 2 cats who have became lethargic due to the heat. I have 2 fans running 24/7 all the time just for it to be bearable in here. These people refuse to answer any calls, emails, texts, ANYTHING! They gave me a BROKEN portable cooling fan , and then a swamp cooler which i cannot use due to my asthma. I am so upset at how unprofessional these humans are. I am hoping to get the AC fixed as soon as possible and also get credited for the days i did not live there.

• Initial Complaint

  Date:07/26/2023

  Type:Billing 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.

  We were pressured by ******* ** to apply for an apt with RPM ASAP. When we looked on the website, the listing stated it was “rarely available” & “won’t last long”. Also stated the application fee was $50. We paid $60/person for the application. Apt was falsely advertised as “freshly remodeled”. I was assured that all the apts available in the complex were the EXACT same. We got the keys & discovered that the apt looked NOTHING like the photos we were shown. It’s uninhabitable. It’s bug infested, unsafe, dysfunctional deadbolt, door doesn’t latch & can be pushed open, very hot with a broken AC, not remodeled, warped floors, broken heaters, no carbon monoxide detector, smoke detector doesn’t work, wires hanging from ceiling, smelled of marijuana, several neighbors have ashtrays by doors & we witnessed a man smoking marijuana on the balcony (we were promised a SMOKE FREE premises) & many more issues. We were unable to reach the office by phone, email or text despite attempting many times (we tried to call over 30 times) & never received a response which resulted in us having to go into the office (we live an hour away & both work full time). When we did get into the office, we were told they couldn’t help us & they had to speak with the owner. I asked for contact information for the owner (due to being unable to contact office) & was told that is private information. Contract states we can’t sign the lease sight unseen without a “trusted advisor” viewing the property for us & signing the contract along with us. This never happened & we weren’t informed of this until afterwards. We presented these issues & were told we must turn in our keys or we would be charged $75/day(our names are still on the lease). We’ve paid about $2000 &they want us to continue paying until someone else rents the apt. Didn’t receive a response until we threatened legal action. We’ve been very polite to them & they have been nothing but rude to us.

  Business Response

  Date: 07/28/2023

  RPM NOW cannot speak on any events that may have occurred during prior to the lease being signed as that phase is conducted with ******* **.  RPM NOW manages a little over 450 unit with 2 part time staff members, this information is disclosed to all tenants during the move in process. For this reason, we rely heavily on email communication. Per our records we have meet the requirements of communication with the tenants. At the time of move tenants are advised to several important rules and regulations, we are required to have tenants initial off on the information we have gone over to ensure this task is complete. Attached is the checklist along with a sign unseen signed by a tenant. If at ever a prospected tenant is interested in entering a lease agreement sight unseen, they must be provided this document. Tenants are given a move in checklist and advise that if anything needs attention, they must submit a work order so it may be corrected in which then tenants have failed to do so at this time. RPM NOW will be happy to correct any issues in the unit with appropriate channels done.  RPM NOW has done our due diligence to ensure that the tenant was properly provide the information should they break the lease prior to keys being released. At this time the will be no adjust in fees. 

  Customer Answer

  Date: 07/31/2023

  Complaint: ********
  
  I am rejecting this response because:
  RPMNOW broke our contract 3 times and still want us to pay them more money. 
  
  
  Regards,
  ***** ***** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]