Complaints
Customer Complaints Summary
- 14 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/12/2022
Type:Service or Repair IssuesStatus: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.
Poor business practices to include -Not doing what they said they would do -Took more than 2 months to rent my property out when average rental in area was rented within a week during this summer -Did not take professional photos -Did not take effort to rent out property quickly. -When interested tenants called they never called back. -Refused to go to property to show it - Have yet to give me my owed monies -Have yet to show me any receipts for work done -DID NOT answer calls and emails from me or other customers I no longer wish to be in business with such a horrible companyBusiness Response
Date: 10/13/2022
Thank you for the feedback. We listed your property on almost 100 rental websites as well as the *** where almost 15k realtors had the ability to also show your property. Every realtor in town failed to rent your home actually. We made every effort though to lease the property quickly and unfortunately some homes take longer sometimes for no good reason. Usually we rent all our homes in 30 days or less. I understand your frustration as a broker of almost 20 years managing 1000's of homes and as an investor. This summer I bought two new rental homes and the one in Mountains Edge for $3795/mon rented faster than the one in ********* for $4100/mon when I would have guessed ********* would have rented way faster. I own another furnished 3bd/2ba condo near ********* w/ 2 car garage very similar to yours actually and its been vacant now for 72 days at $2200/mon. We haven't lowered the price because we are getting leads, have denied 3 applicants and because last time it rented super fast. I checked the system and your property did not generate very many leads despited being in alignment with the area rental comps. I wish we could guarantee a perfect world for every client but just like investing in the stock market we cannot control the rental market either. Long term though, just like the stock market these *** and downs will average out over time and you will get back whatever you lost this go round. The reason you have not received any payment yet is because your tenant is on Section 8. The first payment is always the slowest because the government has to process the payment. It says on their website it can take several months but the first check will catch you everything up. After that rent should always come on the 1st like clockwork. The tenant ledger shows that the tenant paid their portion of the rent late in Sept and Oct so we actually posted an eviction notice on him. We will call him and ask him to please try and pay onetime going forward because obviously its ***etting when it's late. Please feel free to text me directly on my cell if you ever need a quicker response ************. You can also message my office manager *********************** ************. We are always here to help. I would ask that you please remove all the negative posts you have done on BBB, ****** and Yelp as we are in this together. Attacking one another is never the way as we want to resolve 100% of your issues professionally so you can be happy with our service!Customer Answer
Date: 10/14/2022
Complaint: 18201233
I am rejecting this response because the response includes many lies. I tried many time to contact this company and no one ever got back to me. I also sent them multiple leads for renters and they never replied. They did not do their due diligence in renting my condo and now they are ignoring me. Also, the many fees that I have incurred that were never disclosed to me is unethical and wrong.
Sincerely,
*********************************Business Response
Date: 05/16/2023
This complaint is not accurate. The marketing photos looked great. We listed the property on about 100 rental websites as well as the *** where 15k realtors had access to show the property. We diligently called back all the leads we received and that is timestamped in our system. We cannot control the market. We cannot force people to apply or rent any property. We cannot guarantee investor outcomes anymore than a stockbroker can. The owner has ultimate control of how quickly a property rents because it's either priced too high or the condition is too low. When a property doesn't rent and an owner will not lower the price they can only get mad at themselves. Once condition and price match then a property rents. Some rent is better than no rent and this is a hard thing for owners to accept. One months mortgage lost, divided by 12 months is a great what to look at lowering the price. We recommend $25/wk price reduction until a property rents or we start getting lots of leads and showings. We apologize to this owner as we don't make any money until a property rents so we are equally motivated to lease a property quickly.Initial Complaint
Date:10/11/2022
Type:Billing IssuesStatus: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.
Multiple times added false "work order" charges the day before rent is due/on a weekend hoping you couldn't call to get it resolved. Property owner was to fix a broken water line and pay for the bills, instead rentmax tried to add them to our rent, which why would we be paying a rental company for the water bill? We had multiple work orders to fix the sprinklers in the 30 day grace ******* and they were never fixed right. Rentmax decided too bad - now you have to pay to fix them yourself. Charged hundreds of dollars for cleaning and carpet cleaning upon move out even though we deep cleaned the house and carpet as stated in the move out requirements, and there were stains on the carpet and literal patches missing and the house was filthy when we moved in.Business Response
Date: 11/18/2022
Pictures labeled **** are various pictures of the home after the tenant moved out. The pictures labeled **** 1-4 are the pictures of the home before the tenant moved in. As you can see the home was not deep cleaned and carpet was not professional cleaned. Additionally, there were 4 work orders placed by the tenant and per the signed lease each work order is $75 - none of those work orders charged for were for sprinkler repair. There is no charge on the tenant ledger in relation to a water bill nor is there any communication in our system regarding such either.Customer Answer
Date: 11/21/2022
Complaint: 18196535
I am rejecting this response because:
The house and carpet WERE deep cleaned upon move out and company was given those reciepts as requested upon move out.
Sincerely,
*******************************Business Response
Date: 05/16/2023
We understand your frustration. We would never create false work order charges the day before rent is due. In the lease, tenants willingly agree to pay the first $75 of any repair and 100% of things they damaged or caused. This was agreed upon before you moved in. If you did not cause the work order then you would only be responsible for $75 of the repair. I'm sorry for this charge but per the lease, tenants share in the responsibility and expense of maintenance since they are living in the home. This is common with all management companies. The move-out charges were based upon the move-in/move-out condition photos. We do not have a dog in the fight. We gain nothing from an owner deducting for cleaning or damages except an upset tenant at **. Owners and tenants rarely agree on what should or shouldn't be charged. I'm sorry if you did not agree with the owners charges. Please remove this complaint as we do not own the property and legally cannot force the owner to refund any amount that they deducted from your deposit. Deposit disputes are between owners and tenants. Thank you in advance for your understanding.Initial Complaint
Date:09/08/2022
Type:Product IssuesStatus: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.
My wife and I are currently renting a townhouse under Rentmax property management. Since April of 2022, we have filed numerous work orders to have our ** unit fixed. Each time, they have temporarily "fixed" the issue by filling it with Freon which would tap out after a week or so. Since then, we still have yet to see a concrete resolution. An ** technician has inspected our issue today, 9/8/2022, and has determined a possible fix that will be applied provided the landlord pays out of pocket. Despite a possible solution in the works, it has been well over two weeks to get to this point. Our most recent work order was delayed and ignored unti my wife put pressure on the issue. Had it not been for our efforts, Rentmax wouldn't have addressed the issue in a reasonable timeframe. Our house will get no cooler than 87 degrees and will get as hot as 96 degrees. We've had to sleep at a relative's house for the past couple of nights and the nights before we just suffered through the heat. We expect to get prorated our rent and assistance with our electric bill which gets close to $400 each month. It is currently over 100 degrees in las vegas, and we need to keep the ** unit on throughout the day just for it to be relatively manageable (86 degrees). My wife and I both work from home so we have no choice but to stay he during the work day.Business Response
Date: 09/23/2022
THIS ISSUE WAS RESOLVED ON 9/9/2022 WITH HOME WARRANTY
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