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:12/20/2024

  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.

  Request REAL PROPERTY MANAGEMENT EXPRESS of RICO Violation FinCEN Receipt No: ************* Complaint Against Real Property Management Express for Unlawful Debt Collection Practices and RICO Violations Complainant Information Name: ***** **** Address: *** *** ** **** *** Monument, Co 80132 Phone Number: ************ Email Address: [email protected] Complaint Details Entity Complained About: REAL PROPERTY MANAGEMENT EXPRESS (Regarding *** *** ** ** * ****, MASON CITY, IOWA 50401) Complaint Type: Unlawful Debt Collection Practices Nature of Complaint: Fraudulent Debt Contract and Violation of the Racketeer Influenced and Corrupt Organizations (RICO) Act Summary of Allegations I am filing this complaint against Real Property Management Express for engaging in unlawful debt collection practices that violate federal law, including the RICO statute. Real Property Management Express knowingly participated in a scheme involving fraudulent debt instruments, resulting in negatively impacting my credit score. These actions constitute a deliberate and egregious violation of my rights as a consumer and federal statutes. See Attached Documents

  

  Business Response

  Date: 12/31/2024

  Response Attached

  Customer Answer

  Date: 12/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Real Property Management Express failed to respond to the facts clearly stated in my complaint and supporting documents. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/02/2025

  Dear ***** ****,
  We appreciate the opportunity to address your concerns. However, we must respectfully clarify the circumstances surrounding your complaint. We have attached a copy of your lease, Writ of removal from the state of Iowa, as well as the court ruling in your case in our favor. 
  As a former tenant of The River Apartments, **** ***** you entered into a legally binding lease agreement, signed on 11/24/23, which outlined your rights and responsibilities under applicable federal, state, and local laws. Included in these responsibilities is the timely payment of rent for the unit you occupied. You failed to pay rent for the unit you were responsible for, and pursuant to a court order you were evicted and forcibly removed from your unit on April 8th, 2024 for nonpayment of rent.
  The charges to you are standard charges associated with a residential lease, including but not limited to rent, management fees, cleaning fees for the condition your unit was in when it was returned to us (see attached image), taxes, late fees for nonpayment, security deposit waiver fees, and notice fees, all of which are reasonable, customary charges, and all of which you agreed to in signing your original lease agreement (attached to this response for your convenience).
  The evicting court reviewed your case thoroughly and ruled that your claim did not provide a legitimate basis to absolve you of your legal obligations. As such, any outstanding balances or liabilities remain valid and enforceable under the law.
  We strive to treat all tenants fairly and in accordance with the law. If you have any additional evidence or documentation that supports your position, we are happy to review it. 
  Thank you for your understanding. Please feel free to reach out to our office directly if you have further questions or wish to discuss this matter further.
  Sincerely
  **** *******
  Real Property Management Express
  
  

• Initial Complaint

  Date:08/20/2024

  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.

  I rented from this place and I signed a lease in the lease it says I have to give 60 days. Well I had to sign a paper to vacate and it was for 7/31 and now they are saying I was 8 days late to the 60 days but agreed and signed my vacate paper stating I would be gone on the 7/31 of this year. I told them they should’ve informed me and told me they were gonna sign it unless I changed the date I was never informed I had to pay til the 8th and I told them that it was deceiving and they said I still had to pay regardless that they agreed and signed my vacate letter. They never once told me I had to pay til the 8th so I don’t feel like I should have to since they agreed to the move out date

  

  Business Response

  Date: 08/29/2024

  BBB
  ***** * ******
  Omaha, NE 68137
  ********* ** #********
  Dear T******** ******,
  I am writing in response to the complaint received regarding the prorated rent charges for August 2024 at the end of your lease term at **** ******** ***** * ***, Rapid City, SD, 57701. We appreciate the opportunity to address this matter and clarify the situation.
  Upon reviewing your account, we acknowledge that you submitted your notice to vacate on 6/17/24. Per Section 1.3 of your lease, a 60-day written notice is required before the end of the lease term. It is important to note your original lease expired on 7/31/24. Normally, this would obligate you to pay rent through 8/16/24, 60 days after your notice was provided. However, our accounting team made an exception in good faith by only charging half of the rent (8 days) for the 16 days for which you would otherwise be responsible.
  We also want to clarify that the 60-day notice requirement is clearly communicated in the lease agreement you signed upon moving in, in addition to a reminder email sent and opened on 5/12/24. While we discussed and agreed upon a move-out date of 7/31/24, this date does not waive the lease's requirement for a full 60-day notice.
  We understand that this situation may be frustrating, and we sincerely apologize for any confusion. Our intent was never to deceive but to adhere to the legal terms of the lease agreement that was signed by both parties. We strive to work with our residents within the constraints of the agreements we both sign, and in this case, we believe the partial charge was a fair compromise.
  We thank you for the opportunity to clarify our process and assure you that we aim to take care of our residents while upholding the lease terms. Given this opportunity to clarify, we would like to consider this matter closed.. Should you have any further questions or concerns, please feel free to contact us directly.
  Thank you, and we appreciate your understanding.
  Sincerely,
  ******* ********
  Regional Manager
  Real Property Management Express
  

  Customer Answer

  Date: 09/06/2024

  
  ********** 22165799
  
  I am rejecting this response because:
  ******** signed and agreeded to my move out date. If she was doing her job properly she should’ve reviewed my move out date and made sure it aligned with the 60 days and had it not she should’ve rejected it and told me to choose another date. Which I would’ve been happy to do had I know I was gonna have to pay for august I would’ve stayed and told my new place I wasn’t moving in right away but instead I got deceived into thinking everything was fine with my move out date til I was sent a message I owed money. Which I then tried to call and discuss the matter and once again like many times before nobody answered. 
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 09/19/2024

  BBB
  ***** * ******
  Omaha, NE 68137
  
  Complaint ID #********
  Dear ********* *******
  Thank you for your response and for bringing your concerns to our attention. We appreciate the opportunity to clarify further and improve our processes based on your feedback.
  We fully acknowledge the frustration this situation may have caused and want to emphasize that the 60-day notice requirement was outlined in the lease agreement you signed. Our records reflect that we honored your notice to vacate, and we worked with you to accommodate the move-out date of 7/31/24.
  While I understand that you feel additional guidance regarding the move-out date would have been helpful, our typical process is to respect the decisions of our residents without imposing restrictions, especially when the selected move-out date aligns with the end of the lease term, as was the case here. It is not standard practice for us to intervene unless explicitly requested or if there is a significant conflict with the lease terms.
  That said, in good faith, we chose to reduce your rent responsibility for August by only charging for eight days instead of holding you to the full amount you would have owed under the 60-day notice requirement. This concession in your favor was made to acknowledge the confusion and provide some relief.
  We appreciate your understanding of our position, and we are grateful for the opportunity to have served you during your tenancy. If you have any further questions or concerns, we are happy to discuss them with you.
  Sincerely,
  ******* ********
  Regional Manager
  Real Property Management Express
  

• Initial Complaint

  Date:06/19/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Hello, I am not 100% sure that this is a problem or not, however I have never seen it before at an apartment and it seems really sketchy. Deer Creek Apartments in Estherville, Iowa, managed by Real Property Management Express, has two required extra payments in order to rent an apartment with them. The first one is a "Document Preparation Fee" for $200. They say this "pays the leasing specialist to negotiate and for legal review". This seems like a bogus charge, since they should already have leases pre-made for tenants and the only thing they need to do would be to add my name to the lease. The second one is a "Resident Benefits Package" that is 1.5% of rent. This is NOT included in the rent and is not optional. It feels like if I do not wish to partake in these Resident Benefits, I shouldn't be required to pay for them. If nothing else, it should already be included in the rental amount. I should mention, both of these are on top of a $59 application fee and a security deposit. The URL for their website where this information can be found when applying to a property is at: https:*******************.com/ Thank you

  

  Business Response

  Date: 06/26/2024

  Dear ***** ******, 

  Thank you for reaching out with your concerns regarding the fees associated with renting an apartment at Deer Creek Apartments in Estherville, IA. We appreciate the opportunity to clarify the nature and purpose of these fees. 

  Documentation Preparation Fee: This fee covers the costs associated with the drafting of and legal review of lease documents. While it may seem like a simple task, this process involves ensuring that each lease is compliant with state and federal laws and tailored to specific resident needs (lease length, rental amount, special terms, etc.), including the process of upgrading our standard lease agreement over time to ensure continuous compliance. While many leases are uniform, the act of writing legally binding agreements on behalf of both residents and owners necessarily entails risk and this documentation preparation fee helps to address this risk.

  Resident Benefits Package: The Resident Benefits Package, which is 1.5% of the rent, includes a range of services and protections that enhance your living experience. This package includes amenities such as access to a 24/7 maintenance hotline, online portal access to pay rent, on-site management, and other resident services that contribute to a hassle-free living experience for our residents. 

  Both of these fees are standard in the industry and are aligned with legal and regulatory requirements in the state of Iowa. We strive to be transparent with all prospective residents regarding these charges, which are detailed upfront before your application can be submitted to ensure that there are no surprises. 
  We understand that moving, and finding a new home can be stressful, and our goal is to make the process as smooth as possible. If you have any further questions or need additional clarification, please feel free to contact our office directly at ###-###-#### or ********************.com. 
  

  Thank you once again for reaching out, and we hope to have the opportunity to serve you as a resident of Deer Creek Apartments. 

  
  Sincerely, 
  ****** ****** 
  Director of Service 
  Deer Creek Apartments 
  Real Property Management Express

  Customer Answer

  Date: 06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/06/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  After moving out I was promised by a leasing agent at RPM they would fill my apartment first after breaking my lease, and that never happened. After that it took over 80 days to hear back about my security deposit, state law is 45 days MAX. I had a small tear is the carpet due to my dog I knew i was going to have to repair but they charged be $700 and a patch cost no more than $150. I have tried to reach them over and over again and get nothing back. I resided in **** * ***** ** *** *** Sioux Falls SD 57108

  

  Business Response

  Date: 06/14/2024

  Please see attachments including our response.

  Customer Answer

  Date: 06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 been having problems with this management company since I moved in, in August of 2023. I have been having maintenance problems that have not been resolved. The biggest issue is that the ceiling in my bathroom was leaking and now has a crack and water damage. This happened on 1/24/24. Real Property Management company claimed they came in to my apartment, without a 24 hour notice, and spent two hours painting my ceiling. They never actually came in to my apartment and fixed anything. It has been over 2 months and the ceiling still has a crack and you can still see the water damage. I tried contacting the property manager and have not had very much success. I have written letters, dropped letters off, and gave them a 60 day notice of vacating, because I am so frustrated. I have proof of emails, messages, pictures, and letters that I have provided. They refuse to help me and all I want is to leave this place. I will be moved out by the end of April and I want my lease to be done by then. I have included a document that lays out every thing that has happened with dates. I am beyond frustrated and don't know what else to do at this point.

  Customer Answer

  Date: 04/23/2024

  Hello,

  Real Property Management Express reached out to me on 4/23/24, letting me know that the refund process for the payment I made to buyout my lease and any deposits will be returned once I retract my complaint. The issue has been resolved and I want this case closed.

  Thank you,

  ****** *****

• Initial Complaint

  Date:02/14/2024

  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.

  Starting January 17, 2024, due to a gas leak, our building had no hot water for the next 3 days. Our only options to keep up any hygiene for us and our newborn for those days was ice cold water, heat water on the stove (raising our electric bill we are responsible for), or rent a hotel. We went to a hotel for these days because South Dakota Codified Laws 43-32.8 dictate the following: "[T]he lessor shall maintain in good and safe working order and condition all electrical, plumbing or heating systems of the premises, except when the disrepair has been caused by the negligent, willful or malicious conduct of the Lessee or a person under his direction or control." The lease agreement from Real Property Management (Chapter 1.7 Credit for Lack of Availability or Habitability [see attached lease agreement]) entitles it's tenants to a rent prorate for periods of uninhabitability such as this, but I was charged my full rent check, and any attempts to rectify this results in ignored emails, or being forwarded to our property manager's voicemail. Our property manager quit as soon as the TEMPORARY fix was implemented. So who are my voicemails going to, and why are they not being answered? Real Property Management is in violation of their own lease agreement and any attempts to rectify this has been unsuccessful. I am seeking a refund of the $138.96 I'm owed because of the rent prorate. This among countless other issues we have had with this company contribute to the fact that this is the most ill-managed company I've had the displeasure of working with, and it shows in their property manager turn-over, having gone through about 6 managers in the past 1.5 years.

  

  Business Response

  Date: 02/23/2024

  BBB Midwest Plains
  ***** * ****** ****** ** *****
  
  Re: ********
  
  Dear ****** ****,
  
  We appreciate your patience and understanding in the wake of the recent gas leak at BG Flats, which resulted in the temporary interruption of hot water throughout the building. We understand the impact this has had on your daily routines and we extend sincere our apologies for any disruption experienced.
  
  The gas leak issue was taken seriously, and immediate action was required to preserve resident safety and address the situation. Our team worked diligently with the gas company and emergency after-hours plumbing services to address the leak. This required that the gas be turned off to the building. Due to city ordinances designed to help protect citizens’ safety, certain city approvals were necessary before we were able to install a temporary gas line. Fortunately, the comparatively swift installation of an alternative gas line solution successfully resolved the issue and restored gas and hot water to our residents. 
  
  We know that any loss of hot water can be frustrating, and we apologize that a better solution was not more readily available. Fortunately, building heat was maintained for the duration, and the units were still habitable, albeit less comfortable.
  
  Our goal is to ensure a positive living experience for all our residents, and we are committed to addressing your concerns promptly. Our call records indicate a phone conversation between you and a member of our team who initiated the refund on February 13th. We are pleased to report that the refund of $138.96 has been administered to your account. We consider this matter resolved.
  
  If you have any further questions or concerns, feel free to contact us directly at ***** ********. We value your residency with us, and look forward to providing you with a more seamless experience moving forward.
  
  Sincerely,
  ******* ********
  ******** *******
  BG Flats 
  Real Property Management Express
  
  

• Initial Complaint

  Date:09/05/2023

  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.

  The business claims that since I provided a thirty day notice to vacate as opposed to a sixty day notice, they are attempting to give me to pay for a full month of rent. I have moved out of the unit September first, per my lease agreement. They have already confirmed that they have found a new tenant scheduled for the 15th of September. I believe I shouldn't have to pay anything since I have given them enough time to find a new tenant.

  

  Business Response

  Date: 09/16/2023

  Dear *** *******

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration you have experienced, and we hope that this response will contribute to achieving a mutual understanding and satisfactory resolution.

  
  Unfortunately, we are unable to approve your requested billing adjustment at this time.

  
  Your residence was located at *** * ****** *** **** ** ******* ** *****, and your lease's natural expiration date was August 31st, 2023. On August 3rd, 2023, you submitted a notice to vacate, indicating your intention to move out of the apartment on August 31st. In your lease agreement, it is stipulated that notice must be provided at least one full calendar month prior to moving out of the property. The specific language from your lease agreement is cited below:

  
  “The lease will automatically become and continue as a month-to-month lease upon fulfillment of the initial term unless Lessor or Lessee gives the other party a written termination notice at least one full calendar month prior to the end of the initial term or any subsequent one-month term. This means notice given June 2nd, for example, would require that rent be paid in full through July 31st.”

  
  Since you provided less than one full calendar month's notice, we informed you that you would remain responsible for the rent and any utilities specified in your lease for the month of September. This responsibility can be waived if we successfully lease your unit to a new resident during September. Under South Dakota law, we are not permitted to collect rent from different parties for the same unit at the same time, and we have no intention of doing so.

  
  In your complaint, you mentioned moving out of your unit on September 1st, 2023, one day after your lease had expired and the date on which you had given notice. According to our records, you did not surrender your unit and return the keys until September 2nd, 2023. Before August 31st, we had a prospective resident interested in renting your unit. However, due to the delay in surrendering your unit and our obligation to prepare it for the next tenant, we had to find alternative housing for these prospective residents. At present, we do not have another resident lined up to occupy your unit.
  

  Please be assured that we are making every effort to secure a new resident for your unit, and if we are successful in doing so before October 1st, we will adjust the rent owed for September accordingly, and issue a refund if necessary. As it stands, your outstanding balance is $490.30, including rent, management fees, flat rates for Water and Sewer utilities, and insurance. 
  

  We genuinely appreciate your feedback and consider this response as the starting point for a potential resolution. 
  

  Sincerely,
  **** ***
  Asset Management Executive
  Real Property Management Express.
  

  
  

• Initial Complaint

  Date:06/14/2023

  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.

  Apartment is not doing their job of returning my deposit. They told me they hadn’t got into my apartment, now are telling me due to vendor delays I can expect my refund within 45 days. It’s not my problem the 5 people on staff are not on the property and have not looked at my unit now. If they would look at my unit and process my refund, this would be a non issue. *** * **** **** ******* ** ** **** **** **** *** ****** *** ****** * **** *** ***** ****** ********* They doubled my rent, that’s why I moved out. I have a to. Of videos, pictures of before and after moving in. Too much to insert here. I want my deposit back.

• Initial Complaint

  Date:05/18/2023

  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.

  For the third time I applied for rental to one of their properties. The first and second times, the application was approved but the unit became "unavailable". Each of these times it was required that I pay the $** application fee. I was told to chose another property. This third time, after finding the perfect place for me, paying the application fee and submitting my application, I was told my income did not cover the required 3 times the rent amount. I provided copies of my pay statements confirming my monthly income exceeded the requirements. I was told my YTD income did not meet requirements. I explained that I had a period of approximately 5 weeks where I did not work due to a medical procedure and had recovered and returned to work providing additional proof of income prior and after the period in question. Their terms of eligibility from the website are: WHAT IS REQUIRED TO APPLY TO RENT? - Each adult (18 years and older) applicant must apply, and each must pay a $** application fee. Valid ID required. - You will need to submit proof of income (most recent pay stubs) showing all adults' combined monthly income totals at least 3x the monthly rent. - You will need to provide 3 years of accurate landlord references (note: per FACTA Identity Theft regulations, we report false landlord references to credit bureaus and local law authorities). - If you have pets, a digital photo of you with your pet(s) must be submitted. You may send photos to ********************** or upload them during your application. I met these terms. Their terms do not say anything about YTD income divided by month. They state most recent pay stubs. I asked to have the matter reconsidered 3 times. In all instances I was told to select another lower cost option. I tried calling to speak with a manager and could not reach anyone. This is the worst property management experience I have ever had and do not recommend them to anyone.

  

  Business Response

  Date: 05/30/2023

  Hello,

   

  Please see the attached response to the consumer complaint by Vickey ******.

   

  Best,

• Initial Complaint

  Date:05/03/2023

  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.

  02/06/2023 made payment of $******* to cover rent due and breaking of lease at *** * ***** **** *** ***** ***** ** *****. I stopped receiving bills/emails/texts from RPM Express and assumed that the unit had been rented (per the terms of the lease, I was paying rent for the unit until it was rented out although I had already vacated the premises). I contacted RPM Express, I was redirected to the new management company, which I was not made aware of, who had no record of me living there and redirected me back to RPM Express. I just got a bill for $***** from RPM Express to be paid for time remaining on the rent (since 3/23, allegedly I owe 142 days of rent) I had no way of knowing that I owed rent, and no efforts were made by RPM Express to contact me until a very large and unmanageable bill was sent my way today.

  

  Business Response

  Date: 05/10/2023

  Division of Consumer Protection 
  **** * *** ** *** *
  ****** ** **********
  Attn: Nikki ******
  Re: ********
  Dear Ms. ******,
  I am writing to provide a response to the consumer complaint we received from your office regarding Ms. Alice ****** and her past residence at *** * ***** **** **. 
  Firstly, I would like to apologize for any inconvenience and confusion caused by the lack of communication and billing discrepancies. I understand that this situation has been frustrating for Ms. ******, and I appreciate her patience while we resolve it.
  After thoroughly reviewing her account and investigating the matter, we have determined that there was an accounting oversight on our part. It is our standard practice to charge the remaining lease amount when there is an early termination, and subsequently provide a credit once a new renter is found. However, in this unique scenario, the property owner hired a new management company, which led to a charge accidentally remaining on her ledger. Furthermore, because management changed two times in under six months, when Ms. ****** attempted to contact each management company to resolve her issue, they all pointed to the other management companies involved.
  I am pleased to inform you that we have promptly corrected the charges to accurately reflect the period during which we managed the property on behalf of the owner. According to our records, we found evidence of one inbound phone call from Ms. ****** and a text message thread in which we invited Ms. ****** to contact us regarding any queries or concerns related to her move-out. We apologize that these attempts to communicate were insufficient.
  To ensure a more efficient and direct line of communication, I strongly encourage Ms. ****** to reach out to us directly. By doing so, we can address her concerns in a timely manner and provide any further assistance she may require.
  In light of the errors made, we have taken the following steps to rectify the situation:
  We have corrected the mistaken charge to only reflect the period that Real Property Management Express managed the property.
  We have waived any move-out charges that were previously assessed.
  We have initiated the refund process, and a check will be mailed to Ms. ****** promptly.
  We value Ms. ******** satisfaction as a resident and take her concerns seriously. We deeply regret the inconvenience caused by this oversight and have taken measures to ensure that similar issues do not arise in the future. With the adjustments made, move-out charges waived, and the refund process underway, we consider this matter resolved. If any further correspondence or actions are needed, please do not hesitate to reach out to us. 
  Sincerely,
  Michael ********
  Asset Management Executive
  Real Property Management Express