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:05/02/2023

  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.

  ************** to make a formal complaint about the business practices in which RentGreat operates. We moved out of their property on Sunday, April 30th, at ***** AM. Upon moving out we were told that we would be hit with a move-out fee of $500 if we were not out of the apartment by 10 AM. My roommate was there and had collected his things. I showed up at 10:15 AM that morning upon getting hit with ******* traffic with my dad who is also the co-signer on my lease. We removed one item that was still in the apartment. I provided pictures to show that the apartment was clean and that no items were present. I was told that we would be charged a $500 late move-out fee even though I was there 15 minutes past. I also sent **** and **** an email letting them know that we had misplaced our front door keys when we first moved in. We had the electrical keypad, so we set our door code as a workaround to getting access to our unit. Trying to have proper communication with both **** and ****, and we were met with hostility. I would like to solve the situation by having a conversation with **** and talk this through. My dad spoke with **** the property manager and left a message for **** to call him back. It's clear from other people whom I have contacted that have rent with them that they have a pattern of charging late move-out fees in addition to other charges on the final lease statement. I hope we can come to a resolution on this issue. I want to have this documented for other future tenants of RentGreat.com to be made aware.

  Business Response

  Date: 05/03/2023

  Response - unfortunately the claims and statement in this complaint are not accurate or correct.  As an BBB  A+ rated accredited business with a complaint free record for many years we strive to provide excellent service.

  The lease terms clearly stated what time they were supposed to move out (on or before 10am) or there are additional fees as outlined and agreed to in their lease, however the tenant had not moved out their items as of 2pm and after we contacted them several times.  They also left personal items in the hallway of the property that our staff had to remove at our expense.  See photos attached.

  We have called **** and tried to speak with him reading this matter in an attempt to resolve any issue.  On the phone call **** made what we believe to be a threat of possible harm against us and our company.  Also on May 2, 2023 **** had sent us an email stating in part, Direct from ****'s email of May 2, 2023 -- "We are not paying the $825 total fee. My dad will contact his attorney, and I am sure the media and my word-of-mouth reviews will leave a mark."

  We had contracted the tenant and his roommate to try and resolve this issue, but **** was only interested in threating us if we did not remove the fees.

  regards,
  

  **** -Manager 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20008235
  
  I am rejecting this response because: Right after I filed the complaint for **** not willing to discuss the fees, he threatened to *** me and my former roommate. He continued to harrass me and my dad. This is not the proper way to conduct business and future and current tenants should be advised. I know **** is subject to opinion which people are entitled to leave a review on their experience dealing with a business. From those reviews, it looks that **** has harrased tenenats to take down reviews which is why I filed with the BBB. As far as the fees, I paid the $825.  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/04/2023

  Please see attached pdf copy of ****'s original email sent before this complaint was filed with the BBB.  In this email you will see that in fact **** was the only one who has threatened us and our company. In this **** states his father intends to *** and continues to say he will harm our excellent reputation with negative reviews.

  Our company has an excellent A+ reputation with the BBB for many years. We did called him but he was only interested in making threats. 

  This complaint involves a violation of a lease agreement.

  Attached is a photo of his email as proof he is not being truthful here.  We wish him well.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20008235
  
  I am rejecting this response because: consumers need to know that I filed this complaint because what happened to me will also happen to them. 
  
  Sincerely,
  
  *******************