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:06/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This property management has become a joke. Nobody in the office knows what’s going on and it’s impossible to get into contact with anyone. They will fix something like a dishwasher in an instant but when a leak in the ceiling occurs they will do nothing. This happened in my property, they opened the repair order and then closed without fixing the leak leading to mold problems and additional water damages. They then sent workers over that didn’t speak English that cut up the floor and walls looking for a leak that had already been fixed by me. It’s crazy to think they would send people over that have no idea what they are fixing and couldn’t even communicate. These poor guys were also cutting into walls with mold in them, it’s disgusting to think a business would put their workers into unhealthy situations such as that. I’ve been calling and trying to mediate with them for 4 months now and have gotten no where. I have contractor bids to fix the work and the damage from their crew. I just want them to admit fault and fox the damages.

  Business Response

  Date: 06/20/2023

  Our contract states that noone should work on the property but us the owner breached contract and interfered with our work by fixing the leak himself. 

  Customer Answer

  Date: 06/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have done work on my units before and this has never been a problem. This was an emergency situation, I literally turned off the water to the leak, not really a fix. I also called the emergency number where nobody answered and help was never sent. Rhino has already admitted fault and that's why they re-opened the repair ticket.
  
  
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  Date:05/25/2023

  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.

  This was a property management company that has held my collected rent for an unreasonable amount of time. They have done it many times where they were not prompt in payment for the property management payment I gave them. Now I have decided to cancel my contract with them because it was beyond the year. Now they say that they will hold my rental money that is due to me for 60 days. This isn't their money but they seem to think that they can hold my money as a punishment. They say it is because they want to make sure that all bills and dues are paid but there is no payments paid to them except the property management payment. They are being difficult and unwilling to do what is right and pay the funds that are not their funds. They have held my funds multiple times without giving interest for holding them beyond what is reasonable to make payments to me. I would like my funds to be delivered to me since there is no bills or items that are outstanding with them.

  Business Response

  Date: 06/05/2023

  Hey there,

  This is in our Property management agreement. Every owners funds are held for ************************************** bills for those last months so that we are not left covering these causing ** to have to go through collections attempts in order to make ourselves whole again. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20104789
  
  I am rejecting this response because: You need to clearly state that and not hide it in small print in your lengthy contracts. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/24/2023

  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.

  I moved out of this company's property at the end of June 2022 and have been in contact with them multiple times regarding fees they wish to charge and not returning our security deposit of $1800.
  Each time I have been in contact with them I was assured the company would follow up with me in regards to the concern, but I never hear back. The company sent an invoice that was not itemized or descriptive, and all of the items they wanted to charge for are items we reported to them when we moved in and requested to have fixed or repaired, which never happened.
  The company requested documentation of the requests to have items repaired/replaced/fixed which I did, including a copy of the form they had us fill out upon move in and more than 100 pictures of the items in question. After sending this and contacting them again, I was informed that they had no record of any of these requests when we first moved in. The representative I spoke to informed me that there was a change in the filing system and in the third party company they use, and that it was likely they had lost all of the information I had sent them upon move in. I forwarded them the emails initially sent with all the pictures and requests, it also showed the date and time that the email was sent to their representative at the time so they couldn't claim it wasn't sent within the required time frame after moving in.
  I believe that the company has decided to stop responding to me because they know they have no way to enforce the invoice that they sent for more than $4000 to fix issues caused by previous tenants, and they are avoiding returning the $1800 security deposit that is rightfully ours.

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair 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.

  Since I have started renting with this company the amount I pay monthly has flucuated. Initially they told me the extra money that I was paying was 2 months worth of water sewage and trash. But the amount was incredibly high and when I finally argued back they changed the amount no question asked. My rent is only $1200 a month and I pay water sewage and trash once every 2 months it's never more than 80 or $90 but they have been charging me almost a $130 which brings my rent up to almost $1400 a month. Also at one point a different company took over in their place and didn't have a portal to pay rent and instead they were having me pay through venmo. But every month my rent was over almost $100 that I would pay extra. When I asked right now about this they couldn't give me an answer and they have never followed up with it even though I have emailed them about it. They have idea what the amount was for and why I was being charged. I never recieved answers. Then Rhino took back over and brushed it under the rug. When I Requested maintenance on a few things that were considered hazardous it took an incredibly long time to get any sort of work done. There were trees in my backyard forked over each other. Some of them were 10' or bigger. The only reason somebody finally came out was because the branches that were supporting them finally snapped and they fell in the yard where my son plays. I contacted them about a roof leaking and they sent over someone to look at it. And then they sent a handyman who basically patched up the hole the water was coming from. Now 6 months later the same spot is leaking. Which leads me to believe they never had it fixed fully. I wouldn't be surprised if mold has grown in the space between the ceiling on the roof.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair 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.

  Charged me for something that was not our fault. Close to $200 the first time saying that we caused it by not adding salt to the water softener, which we were never informed about. There is no addendum giving us explicit instructions. When I tried to get an explanation, they avoided my calls. Chris call me a liar when I said that I had been waiting for a long time to get a call back from their maintenance coordinator. 3 months later, issue is still not fixed and we have yet to get instruction that we have requested several times to Will and Braden. Now they charged us $715 for a water heater filter and we get 2 weeks to pay it. How is that tenant caused??? Issue is still going on and management just cancels my request. I’ve put in 7 request about the same thing.
  I have always been responsible reporting any issue. Taking care of the property and paying rent on time.

• Initial Complaint

  Date:08/22/2022

  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.

  My landlord (rhino property management) hasn't payed me my security deposit. I was living at *** * ******** *** in salt lake city and my last day there was june 30th. I called around july 12 and told them my new address and they told me I'd get my deposit back 45 days after vacate date. I called again mid August and they told me someone else(Julie at corner stone property) has my security deposit and I need to get it from her, even though rhino property is who I was paying rent to. I talked to julie and she laughed and said she didn't have it. I've called and left messages and emails to rhino and they dont respond.

• Initial Complaint

  Date:07/28/2022

  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.

  I recently moved out of a rental property (05/31/2022) that was managed by Rhino Property Management. I received a deposition summary (06/30/2022) stating I would receive $1,655 of my initial security deposit back. This amount was to be returned to me within 45 days of our move out date. I have yet to receive the funds.
  
  Rhino has been impossible to contact, rarely answering their phones or replying to emails. Last week I was finally able to talk to someone on the phone (07/20/2022) who stated that they made a mistake and would mail the check that day. Still no payment. I have called every day this week and sent multiple emails without being able to speak directly with anyone until today. Finally today, a manager informed me that they have been trying to release the funds to me since June (this is the first time anyone has mentioned an issue to me). Supposedly there was a box improperly checked on our vacate notice and there was an issue with our bank routing information. I offered to come in to the office in person to resign paper work, re-enter our account information in the online portal with his help, etc., whatever was needed to fix the problem. The manager promptly got off the phone with me stating he "had other commitments to address" before providing me a solution to fix these issues. Instead he offered to have their tech company contact me at a later time.
  
  Given the lack of communication and difficulty contacting their office through phone, emails, etc. throughout this process, I am not confident that this issue will be resolved in a timely manner, if at all.
  
  There are also discrepancies between what Rhino charged us on our deposition (cleaning/lock change fees) and funds that were given to the home owner/realtor that eventually sold the house. We believe they are stealing from renters/owners by not releasing said funds to the appropriate parties. We can provide additional paperwork if needed for proof of these transactions.