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:02/06/2025

  Type:Customer Service 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 moved Into an apartment managed by REM commercial in 2022. There was always an issue with mold. Mold in the corners of the windows, under the kitchen and bathroom sink as well as all over the bathroom walls. This problem was not apparent during move in as the company made sure to “paint” as they do so often to cover up the mold issue. It started to become a real problem when it began to affect my health. During September of 2024 after contacting REM and putting in multiple work orders for mold and leaks I attempted to clean my bathroom walls with a cleaning spray given to me by one of the workers who had come to paint (the cleaner was in a ******* bottle, not labeled as a mold cleaner” less then a week after cleaning my walls I caught pneumonia in my right lung and had to go to the emergency room on two different occasions due to breathing issues because of this mold. I was also told by one of their painters how unprofessional the company staff (specifically Keary M***) are and that they get a lot of complaints. They are simply money hungry and take their time sending someone to fix any issues, before I moved on I was waiting over 5 months to have someone come fix my bathroom as promised (can attach screenshots from worker Sandy) . I recently moved out and when I contacted Keary letting her know my keys were left inside of the apartment she actually hung up on me. They have so many issues with these apartments on ****** Street in *****. Here is your warning do not rent from them period. I am going to post anywhere I can to warn those about this place. I have so many pictures of the mold that continued to grow from the time I moved in for two years with someone coming ONE time to address the mold issue. There was even mold growing behind my bed!!! GROSS. Plus I gave a 600 deposit and Keary addressed nothing about that on the phone because I wouldn’t drive to canton to return the keys. never been told to drive over 30 minutes to return keys. So unprofessional

  

  Business Response

  Date: 02/06/2025

  We are sorry your experience was not what you expected. Unfortunately, the property owner takes care of his own maintenance. The vendor and staff that he sends is beyond our control. All we can do is make sure he is aware of the issue. The screenshots attached were from the property owners staff not ours.

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  As this company states they are not responsible for repairs, although these repairs were to be ordered through their portal and their staff inaccurately closed out maintenance requests that were not completed, their staff was extremely rude and unprofessional and did not make any effort at all to return my security deposit and until they do I will not be resolving this matter.
  
  Regards,
  
  
  
  ******* ********

  

  Business Response

  Date: 02/07/2025

  We apologize for any perceived mistreatment. 

• Initial Complaint

  Date:11/13/2023

  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.

  Big mold issue in my current unit which I sent a maintenance request about and included pictures nearing the end of August after a 2 week vacation. Whole apartment had mold. No one was sent after waiting for almost a month. It was only until I filed a complaint to the city that they reached out to me about the issue. Since it's affecting the whole unit, they suggested I move into another unit. I took the offer to get myself and my daughter out of this unhealthy environment. (Her window would also leak during storms, never was properly fixed either.) They aren't offering to move us to this new apartment and they are now expecting more money for rent for this other unit. Not offering any kind of help in the moving process is one thing, but making us pay more after everything they've failed to do before is a level of audacity I'm not willing to just comply with. We have not moved into this unit yet, but we will within the week. I want to know what can be done about the raise in rent when I wouldn't have had to move into this new unit if my current one were up to building code and health standards in the first place. Base price is 900 per month, no utilities included. They are now raising it to 945 per month still, with no utilities included. New apartment offers less storage in kitchen and bathroom than what I have currently as well. Even less incentive to justify a raise in rent than the obvious. Please let me know what needs to be done next about this. Thank you very much for your time.

  

  Business Response

  Date: 11/12/2023

  I have not owned this property since May 2021.  

  

  Business Response

  Date: 11/27/2023

  We transferred this resident to a different apartment and although the rent was higher for that apartment we adjuster the rent to match her previous apartment

• 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.

  I had already filed a complaint against Reds PMI properties about work that was never completed on my apartment. They never finished the work and without telling me sold their properties to another company called REM commercial property. Overall the work has yet to be finished and this new company has not reached out to me about when the work will finished on my apartment and they expect me to still pay rent when I’ve been dealing with the work never being finished for almost 3 months now. I shouldn’t pay rent when no work is being done or completed nor am I getting any answers from anyone.

  

  Business Response

  Date: 02/23/2023

  This is a response to the complaint filed by Thomas ****. (#********)

  The ownership of the property has not changed. The property owners have switched management companies from PMI Reds to REM Commercial. We started management on February 13, 2023 as evidenced by the screenshot of our management agreement below.

  We notified all the resident of this change on February 13, 2023 by placing notices on their doors. Mr **** activated his tenant portal on February 14, 2023 at 6:42 PM. Indicating he was aware very early that management had changed. Below are the activity notes from his account.

  02/14/2023 06:42 PM

  TOM **** activated their portal – System

  Shortly after that we were made aware of Thomas ****’s issue regarding the water damage to his apartment. We issued a work order for our painting vendor on February 14, 2023. (See attached) The vendor went to Mr. ****’s apartment on February 22, 2023. They evaluated the conditions and determined the ceiling was still wet. Myself and my regional manager then came to the apartment within a few minutes and determined we would need to contact our roofer to repair the leak before repairing the ceiling.

  A work order for our roofing contractor was issued that day. (See attached) We anticipate this repair being done in the next few days. At which time the painting vendor will return and repair the ceiling. We also determined that the flooring in the bedroom will need replaced and that will proceed shortly after the ceiling repairs.

  After inspecting his apartment we recommended to the owner a $400 credit for his March rent. The owner agreed with our recommendation. We would anticipate this work to be completed in the next few weeks depending on the vendors schedules.

  While I understand Mr. **** has been dealing with this for a long time, we feel it is unreasonable to file a complaint with the BBB after giving us less than a week.

• Initial Complaint

  Date:12/01/2022

  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 was supposed to move in on the Nov 18th 2022. The property manager contacted me on November 14th asking me if I can come and get the keys on Thursday, Nov 17th @5 I said yes. He later asked if I can come get the keys on Wednesday, Nov 16th @5. He never told me the I need to pay him then. I was under the impression of just getting my keys and still paying and moving on the 18th. When I asked if I could just get the keys out the mail box, that’s when he then asked for money. I told him I had everything to be payed by the 18th no earlier. So I said I would just wait until the 18th. It’s Nov 17th we had a conversation about the times on key pick up. He then told me what I owed and that I need a cashier check to finish because the remainder may bounce. I then questioned him because he originally told me to only use the app, it was easier. By this time I made 6 payments though the app. (Payments w taxes $9.99 & Dates)
  10/26/22: $34.99
  11/04/22: $259.99
  11/12/22: $554.99
  11/14/22: $209.99
  11/16/22: $209.99
  11/24/22: $609.99
  Total: $1,879.94
  I looked at my lease and on a previous conversation I had with the manager. I was told I needed to pay First (prorated), Last and the $250 hold for the apartment. Which should be $1,389. I then questioned him again, that’s when he stated I need to pay a security deposit of $795 and that’s the $250 went towards it so I needed to pay the balance of $545. So I said I wasn’t prepared for the amount of I had of know then I would’ve waited longer. He said he could see if I can postpone the date. He stated I could pick a date. So I picked Nov 26th. Thursday he asked me when I could come get the keys on Sunday, Nov 27th. I didn’t respond until Friday morning. At the time I was in the hospital and told him I would contact him later. I told him later I found out I was pregnant and could no longer move in due to my new situation now trying to make me responsible, after there has been a breach in contact multiple times by there employer.

  

  Business Response

  Date: 12/01/2022

  This person signed a lease obligating them to pay rent for the apartment for a year. We are a fiduciary for the property owner and are obligated under our duties of the property management agreement to enforce the contract she signed. We have offered to re rent the apartment as soon as possible to help limit her liability and exposure. It is unreasonable to think we would turn over keys to an apartment without payment. The leasing states that she was not able to come up with funds to move in after signing the lease and she delayed move in until 11/27/22 at which time she indicated she would no longer be moving in. Small multiple payments she inidcated in her complaint shows that even as of 11/24/22 she was not able to assemble the money needed to move in. Again, we are required by our management contract to enforce this agreement .