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:11/08/2024

  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.

  Rental Monitoring Solutions (RMS Assist) has accused me of renting out my condo. They sent multiple emails which I did not get because they were flagged and spam and sent to my junk folder. I have not had a renter since I purchased the property in 2013. The unit sat vacant until my daughter finished college at which point she moved in. In Dec 2018, I was notified by the property manager that I had been approved for a lease permit. But at that point my daughter was living there. The *** informed me that I could retain the permit by paying the annual lease fee since I had waited six years to obtain the permit. I informed them the unit would be leased once my daughter completes med school and moves out. Again, I was told no problem, just pay the annual lease fee. At this point, I have paid over $2k. *** has revoked my lease permit by accusing me of having an unauthorized renter and refuses to return the fees or restore the lease permit for use at a future date. The issue began when the Property Manager and the *************************** changed this year from ************* to *****************. The previous property manager had worked with me to set up the permit and annual permit fees were collected. As a retiree, the rental monies will be a key part of my retirement portfolio. Once I reported the issue to *****************, they agreed to allow me to continue the lease permit with the verification provided to RMS to show my daughter was in the unit and once I executed a $1 lease with my daughter. Now they have backtracked and reneged on the permit again and stated I would have to go back on the list which took over 6 years to get a permit. I need help with resolving the issue to get my permit back as RMS falsely accused me of have a renter when I have never had a renter since I purchased in 2013. They have caused me to lose my permit which is a key part of my future income.

• Initial Complaint

  Date:08/26/2024

  Type:Sales and Advertising 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.

  This company keeps harassing me about leasing out my place which I have never leased out my place. They have charged me $299 for an unauthorized lease fee they asked me to fill out paperwork to show proof which I did they removed one charge but then last week I noticed theres another charge for $399 and they said there not removing it and added all these fees for collection! Im so mad and this is such a scam. They only email you I ask for someone to talk to verbally and no response! How am I being penalized for something I have not done!

  Business Response

  Date: 10/24/2024

  Thank you for reaching out and sharing your concerns! We sincerely apologize for the frustration and confusion youve experienced. We appreciate the opportunity to review your case and provide clarification.

  After thoroughly investigating the matter, we can confirm that the $399 fee you mentioned has been removed, and your account has been updated in our system to reflect your non-rental status. 

  We also apologize for any communication difficulties you may have encountered. While we currently handle all inquiries via email, we are committed to providing prompt and thorough responses. If you have any additional questions or concerns, please dont hesitate to contact us at *********************** and we will be happy to assist you further.

  Thank you again for bringing this to our attention, and we appreciate your understanding.

• Initial Complaint

  Date:04/27/2024

  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.

  A company called 'Rental Monitoring Solutions' in *****************, ** is saying they have reason to believe I am renting out my property. I have been owner occupied since August 2018. I believe the *** called 'Copperleaf Global Forum' are scamming homeowners by falsely accusing them of having a rental property in order to charge erroneous fees and penalties. I want to be proactive and stop this scam before it gets out of hand.

  Business Response

  Date: 10/24/2024

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify the situation and provide additional information.

  Upon reviewing your case, we have confirmed that your property is indeed owner-occupied, and we have updated your classification in our system to reflect this. There are no fees or penalties associated with your property, and we apologize for any confusion this may have caused.

  At Rental Monitoring Solutions, our primary goal is to help communities like **************************************************** maintain compliance with their guidelines, including monitoring rental activity in a fair and transparent manner. We work closely with the *** to ensure that all properties are in line with community regulations, and our focus is on ensuring accurate information across the board.

  In this case, it appears that further clarification was needed regarding your property, and we have since resolved the matter by updating your status. Please know that no further action is required on your part, and we are committed to ensuring you have a seamless experience moving forward.

  If you have any additional questions or concerns, we encourage you to reach out to us directly. We value your feedback and appreciate your cooperation in this matter.
  Thank you for your understanding, and were here to assist with anything further.

  
  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 21635502
  
  I am rejecting this response because: Your approach was unprofessional because you did not give me enough time to respond. You gave me only 14 days to respond. I was emotionally distressed because of this short amount of time i had to respond. I still believe your approach was done out of retaliation. The only reason why your business is responding in a professional way is because i reached out to the BBB. 
  
  Sincerely,
  
  Genesis *********

  Business Response

  Date: 11/01/2024

  Dear Genesis,
  Thank you for your feedback. We want to clarify that our approach in this matter was in no way intended as retaliation. As a service provider hired by your HOA, our responsibility is to communicate and uphold the **** policies impartially and professionally. Our goal is always to ensure transparent, respectful communication with all community members.

  We understand that response timelines can sometimes feel pressing, and we apologize if our standard 14-day response period caused any stress. Our intention was simply to handle your concern efficiently within a reasonable timeframe.
  If theres anything further youd like to discuss, please feel free to reach out directly. We appreciate your feedback and are here to help.

• Initial Complaint

  Date:04/18/2024

  Type:Sales and Advertising 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.

  RMS continues to harass me about a lease which I provided already. This is the second time I have complained about their communication and inefficiency. The customer service technician ***** S even had the audacity to ask about the tenant and notice. RMS is not a property management company nor do they have any legitimacy or authority to ask for details about the lease. RMS lost the lease I provided and now claim they are unable to update my account due to their own error. I am not beholden to RMS.

  Business Response

  Date: 06/24/2024

  Rental Monitoring Solutions (RMS) has been hired by Ms. ***** homeowners association (Association) to identify, monitor, and administer rental activity in the community. As a part of that, we have been charged with: (A) collecting leasing-related information from owner-landlords; (B) verifying that rental activity complies with the Associations requirements; and (C) administering the communitys leasing permit process.
  
  In this capacity, RMS requested certain leasing-related information from ************. Among other things, RMS asked ************ to provide information on if, and when, her unit became vacant (as the community has specific rules about maximum allowable vacancy periods).  
  
  These questions were necessary for RMS to fulfill its contractual obligation to the Association and were in no way intended to harass ************. While we understand ************ may be frustrated with the communitys leasing procedures, that is not something that RMS has control over. 
  
  As always, we would be more than happy to address the owner's concerns (and any additional questions she may have) with her directly. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21596668
  
  I am rejecting this response because: RMS was given the information upon request and continued to email me. Additionally, the employee - ***** - asked intrusive questions such as "did the tenant give notice" which is not your business and a complete invastion of privacy - mine and the tenant's. Operating on behalf of the Association does not create a de facto landlord tenant relationship between RMS and me, nor with my tenant. Additionally, RMS stated my leasing permit was revoked by the Board based on random, unsubstantiated facts someone dug up on the internet. RMS does not have the authority to assign nor revoke leasing permits. All communication regarding such matters should come from the ********************** for the townhouses (as there are multiple associations). RMS clearly overstepped. We have no business relationship and I expect never to be contacted by RMS again for any reason. The Association attorney (and my own) have been given all email communications regarding my unit. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/05/2024

  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.

  RMS Assist is a scam business. They ***** homeowners with fraudulent rental monitoring fees. They do not update their records even after repeated follow *** with them. They extract money out of homeowners and unfortunately this is their business model. They charge the money for doing nothing. In my situation, I dont have a rental lease on my property and Ive contacted them many times to notify them about it and they repeatedly fail to update their records and continue to charge me $249 for nothing. What saddens me is I would still end up paying this useless fee if there is a lease on my property but why should I pay it when there is no lease on my property.

  Business Response

  Date: 06/18/2024

  Rental Monitoring Solutions (RMS)has been hired by **************** ************************************ to identify, monitor, and administer rental activity in her community.  In providing these services to Homeowner Associations, we routinely seek to obtain information from homeowners to ascertain the status of their property, and whether it is being rented.
  
  ************** has rented her home in the past.  When recently attempting to obtain an update from ************** as to the rental status of her home, she provided conflicting information as to whether the Property was still being rented or occupied by another party. 
  
  The Associations written covenants state that leased properties are subject to certain rules,including the requirement to pay the Association an annual leasing fee.  RMS is not the entity imposing the fee, nor do we have any authority to change or otherwise waive the fee. RMS is contractually obligated to enforce the rules that the community has adopted and, if ************** is upset about those rules, she should direct her concerns to the ****************** of Directors.

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair 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.

  Rental Monitoring Solutions contacted me stating that my property is in a non-compliant status because I have not provided a lease agreement. I have informed them that this property is a 2nd property, my college daughter is there and we visit. I have signed an affidavit stating that there is no lease between us and that our daughter is living there while working on her PhD. I would like them to stop harassing us for a lease and taking any further enforcement action.

  Business Response

  Date: 12/29/2023

  Rental Monitoring Solutions (RMS) has been hired by Ms. *****Johnsons homeowners association (Association) to identify, monitor, and administer rental activity in her community. 
  
  Although this is understandably frustrating, the Associations written covenants clearly state that the occupancy situation described herein constitutes a lease (and is thus subject to certain rules, including the requirement to pay the Association an annual leasing fee).
  
  RMS is not the entity imposing the fee, nor do we have any authority to change or otherwise waive the fee. RMS is contractually obligated to enforce the rules that the community has adopted and, if Ms. ******************* is upset about those rules, she should direct her concerns to the ****************** of ****************

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20977652
  
  I am rejecting this response because: as stated it is not being leased.  A family member is currently residing in the property. I stated this to the Association and Rental Monitoring Solutions.  I signed an occupancy affidavit with ******************************** (copy document 1) stating that there is no lease because a family member is residing in the property (McWiliams.pdf). I have not heard anything else from ********************************.  However, Rental Monitoring Solutions insist on stating that my account is in a non-compliant status. Rental Monitoring Solutions replied with the email response screenshot stating section 15 Leasing with the preserving of the character of the "Condominium", and I informed them that the snippet is not from my HOA Covenant (my section 15 of Browns Mill Covenant does not state anything about leasing) and may be from anyone's covenant and that my property is a townhome, not a condominium. Therefore, as stated the property is not in violation of the Browns Mill Covenant.
  
  Sincerely,
  
  Motilewa Good-*******