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:02/22/2023

  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.

  Renters beware!! If you see a home managed by this company do not do it!!! It is not worth the headache. These people have no customer service skills, deceitful, do not care about their tenants. From day one it has been nothing but problems. We received 1 key and was blamed for their incompetence for not being able to give us all the keys in time, yet we had 3 days to give them our money for the home and 2 days to turn on the utilities. They had a whole week to make sure we had our keys but did not. They are a local company so there was no excuse …..Once we received the key we walked into a dirty home. As soon as we walked into the house I instantly saw all kinds of dirt and food crumbs on the floor. The countertops were full of crumbs and residue. The sink was filthy. The carpet had stains throughout the house the bathroom cabinets had residue all over and so much more. Nothing was clean at all! When I reached out to the property manager ******* she was very rude. She basically called us liars claiming when they did the walk through that the house was clean. I asked if someone could meet at the house since they didn’t believe it was dirty and she told me no. She knew that when **** the assistant property manger went and did their walk through that it was raining and tracked in dirt into the house. Though knowing this no one went back to clean the floors. Upon seeing that I was not accepting no for an answer ******* finally asked us to send any photo evidence of the uncleanness and let us know that we would receive the walk through report within 1-2 days that shows everything that they have documented. I sent the clear evidence to everyone who works for RPM Excellence and expressed my disappointment of the treatment we were receiving for asking of a task that should’ve already been completed. Instead of receiving an apology and update the next day we received no answer from anyone but did receive a no reply email for a maintenance request that had no description. I sent an email to ******* asking what the maintenance was for since we had not heard from anyone and still received no reply. I called for her and got no call back from her either. But I was told that my emails we’re received by everyone. My husband went by the house to find one person slightly cleaning. She didn’t even get all the areas that was of concerned. She basically spot cleaned an almost 3000sq house. At that point we gave up and cleaned ourselves. We still hadn’t received our keys including the mailbox keysor the tenant report so I emailed about that but still received no answer. A few hours later we all received a message asking if we would be at the house because they are going to drop off the rest of the keys and also the owner wants to get something he left out of the garage. No one ever answered my email about the keys or the tenant walk through report. Once we asked abt that again to **** the assistant property manager we were told we would receive it within 24hrs. We still have not gotten it which lets me know if the owner did not need anything they probably would’ve never reached out to us. I have never experienced anything like this in my life!! Please save yourself the headache and your money. If we hadn’t signed that lease I would’ve never moved into this house. This mess is not worth it! I’m paying them to treat us like trash. I advise spend your hard earned money elsewhere!!

  Business Response

  Date: 02/28/2023

  ******** ******* ******* and ******, We are sorry to hear that you were displeased and do our best to understand that some situations can be frustrating.  The property was viewed Feb. 3rd and all applications were received Feb. 5th., communication concerning missing information was sent the following day.  The requested move-in date in all applications move-in was February 11th.  The communication of approval was Feb. 9th. and the move-in was then changed to the 15th as per communications.  Payment and lease were done Feb. 13th.  The property review and move-in report were added to our representatives schedule as they were already on the road for the day on Feb. 14th. as the last stop.  The access code was given prior to office hours (9am) one the 15th.  Sometimes if a turnover is done quickly something could be overlooked and or need to be addressed afterwards. Rain and people accessing the property prior to your move-in was a factor in the tracking of grass or dirt on the main level.  We confirmed that carpets were professionally cleaned on Jan. 25th. An additional cleaning was done Feb.17th, it included: wipe down surfaces, cabinets, counters, drawers, mudroom cabinets, sinks, exterior of appliances including washer & dryer, all hard surface flooring (2+hrs).  We documented the state of the property, imperfections were noted, a new knob was ordered for the cooking surface and the cleaning was addressed. No further carpet cleaning was considered however pre-existing paint stains had been documented in report and pictures. Unfortunately the additional set of keys were only provided after the cleaning was done to ensure access, since you had told us that you all did not need to actually come in right away and had yet to move-in the property.  The mailbox keys were delayed as they were sent by the owner who was pleasently surprised that the home advertised Feb. 1st. had been rented.  As per the advertising the property had a full interior paint (owner's crew), the properties are not new and may have small imperfections they are rented as is.  We strive to provide beautiful residences to good tenants and remain available if you need clarification on this complicated matter.  Real Property Management Excellence