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:08/30/2024

  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.

  Real Property Management - Indianapolis Edge is failing to communicate with us a tenants. Since July 15th, we have received 4 returned emails in a total of 20+ email communication outreaches, weekly phone calls and text messages, and even having to loop in the maintenance person into the issue. There is confusion in the language of the lease which they are not being transparent about and I need clarification. They are impossible to get by phone.

  Business Response

  Date: 09/16/2024

  *** disagrees with this complaint in its entirety.  

  Not only did *** extend a lease renewal option, without any initial acknowledgment back from the tenant's. 
  

  *** also offered the tenant's multiple term options for their lease renewal option once they advised us that they were in the process of purchasing a home, which we did not have to do.  
  
  The tenant's kept delaying signing the lease as they could not make a decision on which term, if any, they wanted to accept.  

  As a result, in late August *** advised the tenant's that if the lease renewal offered was not signed we would have to issue a Notice of Non-Renewal and that they would need to vacate on 10/31/2024. 
  
  It was at this point that **** threatened to issue a complaint to the BBB, even though on 8/31 the tenant's accepted the short term lease that ********* offered to them.  

  ***'s position is that we worked with the tenant's on their lease renewal option, even though **** kept asking the same question due to not liking our answer.  

  Since a new lease renewal has been signed through 2/28/2025 we would advise the tenant's to read their lease to answer any additional questions they may have as we do not interpret leases on behalf of our tenant's.

  And since **** left multiple voicemails screaming and cursing at the *** team, we advised both **** and ******* that we will only correspond with them through email/text. 

   

  -***

• Initial Complaint

  Date:06/29/2024

  Type:Customer Service 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 applied to a house through this company weeks ago. I got confirmation my application was received. I got my background check back. No other response from the company. I have called, emailed, and even went to the location listed on the internet. No response. I have not received any communication from them. Nothing. I paid $75 on the application fee. I am highly upset and I need answers. Is this a scam company? Where is my information? Where is my money?

• Initial Complaint

  Date:05/03/2024

  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.

  Myself as well as 2 other applicants applied for a house with this property management. On the 30th of April. Each of us had to pay $75 for the application fee. On their site it says we should receive a response within 2 business days which was perfect due to our urgency in moving. But when I didnt receive any answer I began to try to call. No answer! I also checked the reviews and multiple people have had this issue. We just wanted another place, but we got scammed. Its not right.

• Initial Complaint

  Date:04/23/2024

  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.

  Me and my fianc applied to a house last month, paid our $79each application fee. Tried calling the number provided no answer just a VM recording. (No response) tried the contact us for (no response). A week later my fianc got an email saying if your application is denied due to credit we will not provide you with a report or the name of the report, well we got the report. So that was false cause if we got the report that means we was approved. This is a scam. I would like a refund.

• Initial Complaint

  Date:02/08/2024

  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.

  RPM violated my Tenants Rights by changing my lease on 01/11/2024 without my consent. My previous roomate moved out on 01/06/2024 without my knowledge before the end of our lease agreement (08/31/2024). I had already paid my half of Januarys rent which she did not so I assumed she was late on her payment again as this was not unusual. On 01/11/2024 it had come to my attention my lease with her had been terminated. This only came to light due to a text from RPM saying I had a new lease ready to sign. I had a friend move in with me to cover half of the rent the previous roommate had left me with. That friend was mutually agreed upon by both ****** and RPM but the company ignored me over the phone when I had addressed them illegally changing my lease. Additionally as stated in my previous lease. All keys should be returned to the landlord as soon as the premises have been vacated.Additional rent may be charged until the keys are returned or until the locks have been changed, in which case the cost of the new locks may be deducted from the security deposit. My previous roommate posed a threat to my safety at the end and I left voicemails for RPM stating my concerns about this. She moved out 01/06/2024 and I immediately called asking for my locks to be changed because the roomate still had keys to the rental. RPM did not send anyone to do this until 01/12/2024 and even then the maintenance man complained to my roommate and I that he had to do it. Now 02/01/2024 when we went to pay rent, we noticed on our statements that RPM had used my roommates security deposit towards February rent. We sent an email at 8:00am 02/06/2024 regarding this issue which has been ignored. It was confirmed they ignored this email when they called later the same day reminding me to make my payment. They will now not ************* and are ignoring my emails sent 02/06/2024 and 02/07/2024.

  Business Response

  Date: 02/27/2024

  Alexa, 

  
  RPM disagrees with you across the board in regards to this complaint. In order to respond to you, please find our response next to each statement from you indicated with- RPM ANSWER.

  RPM violated my Tenants Rights by changing my lease on 01/11/2024 without my consent- RPM ANSWER: Your consent was signing the new lease.

  
  My previous roommate moved out on 01/06/2024 without my knowledge before the end of our lease agreement (08/31/2024)- RPM ANSWER: ****** had every right to vacate the property, if she decided to do so, while still being responsible for her obligation to the existing lease. 

  
  I had already paid my half of *******s rent which she did not so I assumed she was late on her payment again as this was not unusual. On 01/11/2024 it had come to my attention my lease with her had been terminated- RPM ANSWER: On 1/12/24 is the date that ****** no longer had a lease with RPM and that was because you and ***** both signed a new lease to start that day.

  
  This only came to light due to a text from RPM saying I had a new lease ready to sign. I had a friend move in with me to cover half of the rent the previous roommate had left me with- RPM ANSWER: ****** did not leave you with the remaining rental amount for ******* as no one from RPM ever attempted to collect this from you. 

  
  That friend was mutually agreed upon by both ****** and RPM but the company ignored me over the phone when I had addressed them illegally changing my lease- RPM ANSWER: Again, no one illegally changed your lease.  You signed a new lease and even asked RPM to add your service animal to this lease.

  
  Additionally as stated in my previous lease. All keys should be returned to the landlord as soon as the premises have been vacated. Additional rent may be charged until the keys are returned or until the locks have been changed, in which case the cost of the new locks may be deducted from the security deposit. My previous roommate posed a threat to my safety at the end and I left voicemails for RPM stating my concerns about this. She moved out 01/06/2024 and I immediately called asking for my locks to be changed because the roommate still had keys to the rental- RPM ANSWER: 1) ****** moving out did not mean she was no longer a tenant of RPM, ******** would never be changed on 1/6/24.  RPM ANSWER 2) as we previously addressed, you never called as all calls are logged.

  
  RPM did not send anyone to do this until 01/12/2024- RPM ANSWER: RPM came to change locks on 1/12 because that was the first day of your new lease with ***** and also the first day that ****** no longer had the right to access the home. 

  
  Now 02/01/2024 when we went to pay rent, we noticed on our statements that RPM had used my roommates security deposit towards February rent. We sent an email at 8:00am 02/06/2024 regarding this issue which has been ignored. It was confirmed they ignored this email when they called later the same day reminding me to make my payment. They will now not ************* and are ignoring my emails sent 02/06/2024 and 02/07/2024.- RPM ANSWER:  As previously explained, security deposit funds were never used to pay February rent. Appfolio is an accounting based software so it was reflecting incorrectly on your end, which was corrected.  RPM is not ignoring you.  RPM advised you that all correspondence with you would be done via email after you threatened to obtain an attorney.  When this happens we prefer to have all future correspondences in writing so we can provide it to our attorney. 
  
  

   

   

• Initial Complaint

  Date:11/03/2023

  Type:Product 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 have a property that is managed by this business at ********************************** Indianapolis, ** *****. The property was listed for rent Sept 22, 2023. There were no interests, according to the management company for weeks, despite lowering the asking price $100 each week. On October 23, I texted the agent and asked for any updates. The next day, someone other than my agent texted back to ask if I wanted to lower the asking price once again. I answered her text but then called and texted almost everyday since then, at various hours of the day, and was unable to get a hold of anyone and no response to a call back. On Oct 2, 2023, my sister went to the office and it was closed during normal business hours. I called neighboring businesses and they said that packages would get delivered to their office saying that the management company's doors were locked. Currently, the house has a lock box and no one is able to get a hold of the company, owner or prospective tenant. I am losing money everyday and the money that I have in the account with the ********************** company could be lost as well. Please advise. Thank you!

  Business Response

  Date: 11/15/2023

  Our previous Client decided to cancel their contract with Real Property Management, which we have acknowledged.  We disagree with ***************** position that RPM had been at fault for the property's vacancy time.  Our Client determined the listing price for the rental property, which we felt was too high. 

  RPM advertised the property to over 80 sites and was in constant communication with ************* as to our concern with the poor lead generation.  On multiple occasions an aggressive price reduction was recommended, approved and then the listing was adjusted. 

   At no time did RPM stop working to procure a qualified renter, even if ************* was unable to reach a Team Member.  We advertise and work leasing leads 7 days a week.

   

   

   

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  On September 4, 2023, my husband and I each submitted an application with Real Property Management (**********************************************) for a fee of $75 each to be considered for a house rental. Neither of ** received any sort of confirmation that our application had been received, yet we were charged. Today, I attempted to contact the company to confirm via phone (which repeatedly disconnected), email (no response), and via their "Contact Us" form (no response). I then received an automated email with a link to the property page for which we had applied which is now listed as unavailable. Normally I would allow much more time to pass before filing a complaint, but I see from dozens of reviews that this company is notorious for taking applicants' fees and never responding to their applications. I feel I will be just another victim if I do not pursue this aggressively, and RPM has shown that it is nearly impossible to make contact with them in any other way.For a resolution, I simply want a refund of the $150 application fee. It is unlawful and unethical to advertise a house that is unavailable just to take hopeful applicants' money and then ignore those people who have been wronged. Since neither my husband or I received a confirmation email that our applications were even received, I am confident that no "administrative work" has gone into processing our applications, nor whatever other flimsy excuse RPM will come up with to attempt to unfairly keep our money.I'd prefer not to pursue legal action for such a small amount, but as I am an attorney I am willing to do so solely out of principle.Thank you in advance for your assistance.

  Business Response

  Date: 09/18/2023

  **** and ****,

  A voice mail was left to one of you on the day of your application explaining that the house was pulled earlier in the day due to another application being approved. 

  Unfortunately when a rental listing is pulled on our end, due to being rented, there is a lag time for that property to fall off the internet. This is something RPM cannot control, hence the "negative reviews".  We very much would rather it be immediate to avoid situations just like this. 
  
  In my voicemail I advised that we could not process a refund if the house was rented and to contact your credit card company to reverse the charge for the application fees. We strive to be fully transparent that refunds are not possible on our end as this is clearly outlined in our application Terms and Conditions.

  I hope this offers some clarification on the situation.

  Best, 

  Real Property Management 

  
  
  

  
  

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  RPM has stated that it left a voicemail for one of us with an explanation - this is not true. Even in the extremely unlikely event that RPM actually DID leave a message (that apparently magically disappeared from my and/or ****'s voicemail inbox), RPM should have responded to any of the several other messages I sent via email or online portal, as it should have been obvious that I did not receive their voicemail. RPM: If you don't want people to write such terrible reviews, your first priority should be to improve your communication skills.
  

  Next, RPM states that its best solution is for me to obtain a refund is to dispute the charges with my credit card company. Trust me, I tried to do this the same day I contacted the BBB. Financial institutions only provide refunds like this in instances of FRAUD - is that what RPM is admitting to? If the delay between renting a house and removing it from the website is truly a common problem which RPM has no control over, does it recommend every single person in this circumstance allege fraud against its company?
  

  If RPM truly cannot process a refund straight to my card - which, frankly, is embarrassing from a business standpoint - I believe it still has the capability of mailing a paper check. I'll be happy to provide the address of the home that I am now renting from a much more reputable company.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:10/22/2022

  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.

  I paid a $75 application fee and after a week of no contact from the company, I called and their phone system hangs up on me. After several days of attempting to get someone on the phone and sending emails, I finally decided to go to their office. They keep their doors locked but I saw someone sitting at a computer and decided to knock on their windows, finally, someone came to the door and she claimed that no one had contacted me because everyone was out of the office with the flu so I gave them the benefit of the doubt. She texted me the next day and then stopped corresponding so here we are three weeks from the time I applied and no one will answer the phone, email and she will not reply to me when I text her asking about my application status.

  Business Response

  Date: 10/27/2022

  Your application was moved through the process by RPM but could not be completed as your landlord did not respond, even after multiple attempts on our part.  This was communicated to you on 10/15.  Per the Terms & Conditions of the application this is a requirement of the application process.