ComplaintsforRenters Warehouse

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a lease and paid but when I went to pick up the key the condition of the house was deplorable. I did a walk through and the house was filthy, cobwebs on the walls and in every light fixture. Turning on the water in the kitchen, the water was brown for a few seconds, . Airduct covers were missing, lightbulbs were out or missing, as a new renter should you have to foot the bill to replace almost every light bulb? In the backyard, there was trash and debris, including old TomCat rodent traps, big concern for me as I have a service dog. Both gates are broken, the one on the public walk way can easily be opened even though it has lock on it the gate does not latch. The gate on the north side of the house has is flat broken. The posts need to be replaced, the entire gate needs to be replaced. There are cedar bushes that are so over grown they are pushing the fence over and it's the same way on the south side of the house. In the front yard the grass had not bee mowed in over a month, the drains for the gutters were clogged. The screen door on the front entry is broken and needs repair as it wont close. I went over today 10/05 thinking I was going to move some things, boxes etc. After having received a text message from the "Handy Man"; I cleaned the house, mowed the front, still have to come over and pickup some brush. When I got there again, not sure of anyone idea of clean, but there should not be cobwebs in ever light fixture. There should not be all sorts of debris on the floor in the house, there should not be ashes in the fire place from the previous tenant, the hot water heater should not have a leak as I discovered this morning. The gates are still broken, This morning I have sent a text message letting him know there are still issues, sent pictures and a video of the running water out of the hot water heater, I doubt I will hear back. I might have ****** away $6000, but I want my money back!

  

  Business response

  10/11/2024

  We sincerely apologize for the condition of the property at the time of your move-in and the frustration it caused. At Renters Warehouse, we strive to ensure all properties are move-in ready and meet our standards for cleanliness and safety.
  
  Upon receiving your complaint about the condition of the house, we took immediate action to rectify the issues:
  
  - Cleaning: Despite initial cleaning efforts, it was clear that the quality did not meet our standards. We promptly arranged for a second, thorough cleaning of the entire house, including professional carpet cleaning.
  - Repairs and Maintenance: We addressed several urgent repairs:
      -The storm door was fixed to function correctly.
      -Missing air duct covers in the basement were replaced immediately.
      -The hot water heater was inspected by our handyman, confirming there was no functional issue, just a misunderstanding regarding the drip valve.
      -Debris in the backyard was cleared, and ongoing maintenance issues due to its location were noted for future attention.
      -Overgrown bushes blocking the gate were trimmed, and plans for gate repair are scheduled.
      -Gutters were cleared, and the lawn was mowed following your feedback.
  
  We regret any miscommunication or delays in these corrective actions. We appreciate your feedback, which helps us improve our processes and service delivery. Our team is committed to resolving any outstanding issues and ensuring that the property meets your expectations.
  
  We value your tenancy and are dedicated to ensuring a comfortable and satisfactory living environment. Thank you for bringing these issues to our attention, and we look forward to continuing to serve you.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business managed a rental property for us since 2017. Contract terminated on May 31 2024. We have been attempting to get a refund of $500 maintenance deposit. No one will respond.

  

  Business response

  10/07/2024

  We acknowledge the request for a refund of the $500 maintenance deposit related to the property we managed until May 31, 2024. We take such concerns seriously and strive to resolve them promptly.
  Currently, the individual who submitted the complaint is not listed as the property owner in our records. To ensure the privacy and security of our homeowners, we are required to communicate directly with the registered property owner regarding financial transactions.
  Our records suggest there may have been a change in property ownership, possibly due to the passing of the previous owner. If the property has transferred to new owners through a will or estate plan, we kindly request that the recognized legal owner or representative contact us directly at (844) 793-4948. This will enable us to verify identity and discuss any transactions or refunds securely and effectively.
  Please be prepared to provide necessary documentation or information confirming ownership when calling, to expedite the process.
  We appreciate your cooperation and look forward to resolving this matter in accordance with our privacy policies and the security of our clients.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We told Renters Warehouse last Tuesday that our electricity was out due to the storm. A tree fell on the power line connected to the rental house we live in. *************** took care of the main problem and the line is back up, but an electrician needs to finish the job. Power is still not restored. We called every single day and each day they simply gave the answer we cant get ahold of the homeowner. On Monday we spoke to another Rental Warehouse representative and she was shocked to hear the power was even out. She told us that in an emergency situation like this Renters Warehouse has 2 hours to get ahold of the homeowner and if they cant then Renters Warehouse makes the decision instead. We havent been able to live in the house for a week. This was an egregious failure on the part of Renters Warehouse. I also firmly believe the homeowner needed to be responsive and actually care about the renters. So yes, they both are very at fault. But it is shocking that we talked to multiple representatives and not a single person was helpful at all. The last representative was finally able to reach the homeowner and he is trying to process everything through insurance which is taking even longer. This situation has been unacceptable, especially as a family with a baby and toddler. Renters Warehouse perhaps needs to better vet who they allow to use their services as homeowners and make sure they have a responsive person and very reliable forms of communication.

  

  Business response

  09/13/2024

  We are grateful to ****** for expressing her concerns regarding the service issues related to the electrical outage at her rental property managed by Renters Warehouse. We deeply regret any inconvenience this situation has caused, especially given the family's need for a safe and functional living environment.
  After the storm caused damage, necessitating repair to the power line, further electrical work was essential to fully restore power. The homeowner, needing to ensure that all storm damage was properly documented for insurance purposes, requested that an insurance adjuster visit the property first. The adjuster's visit took place on September 7th.
  Understanding the urgency of the situation, we secured the homeowners approval as soon as possible after the adjuster's assessment and immediately dispatched an electrician to the property on September 10th. During this period, we are thankful that ****** and her family had an alternative place to stay, minimizing the disruption to their daily lives.
  Recognizing the inconvenience experienced by ******'s family, the homeowner has approved a daily rent credit of $83 for each day without power, reflecting our commitment to fairness and support for our tenants under unexpected circumstances.
  We acknowledge that our response times during this incident fell short of our usual standards. We are actively reviewing our emergency protocols to ensure more rapid actions and communication in future situations of similar urgency.
  We sincerely apologize for the distress this has caused to ****** and her family. We are dedicated to improving our processes and ensuring that all tenants receive timely and effective support in any emergency.
  Should ****** have any further questions or require additional assistance, we encourage her to contact our office directly at **************.

  Customer response

  09/14/2024

   I am rejecting this response because:
  
  Yes, Renters Warehouse is saying they fell short of standards. It took me reaching out to their CEO for something to finally happen. The power went out August 27 and there were many days over 80 degrees.They really should be providing us with a full month of rent off. Did they know this absolutely is a legal issue and we could take action if we wanted to? What I really want from them is an apology directly to my family and the month of rent off. As for interruptions from our daily lives, they obviously have zero idea how difficult it is to have 2 young ones in a different persons house that isnt child proofed, as well as the 15 day imposition that we were on them. So do not try and say that this was a minimal interruption to our daily lives. If they provide us with a written apology and a month of rent off, I will be satisfied.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a property owner with a single family rental home under management by Renters Warehouse (RW). There were complaints from neighbors of marijuana smells from the home and drug dealing activity. I requested RW do an inspection, which they did in early June and did not find drug related activity, but there were areas of the basement that were clearly not inspected based on the report I received. I emailed and called RW multiple times to request that the re-inspect and pay attention to the areas of the basement they had not inspected, but they never returned my calls. In mid-July the tenant called me about a broken washing machine which I went to the home to fix. While in the basement, I found two large marijuana growing set-*** in the basement and then found another 'greenhouse' the tenant had assembled in the outdoor garden. All 3 of these were full of marijuana plants, well in excess of the now-legal quantity in my state of *********. I've been trying to get in touch with RW via phone and via their online portal for almost 3 weeks to have them address this issue and have not received a single call back. When I call their customer service line, the ** reps are unable to reach the property management staff, they say they are taking messages, but I still get no calls back. I pay RW to manage this property for me, and that includes dealing with tenant issues like this. It has been almost three weeks without any call backs from RW. They are not doing their job as property managers. Upset and frustrated to the point that I am filing this complaint with BBB. I want RW to contact me and to address this issue with the tenant. These are clear violations of the lease.

  

  Business response

  08/07/2024

  Thank you for reaching out via the BBB to share your concerns about your property's management. We sincerely apologize for the communication issues and oversight during the initial inspection. We understand the seriousness of your findings in the basement and the garden of your property, and we recognize that this situation should have been handled more promptly and effectively. Here is an update on the actions we've taken since learning about the issue:
  1. Inspection and Default Notice: We have issued a 7-day default notice to the tenant as of August 5th. This notice addresses the violations related to the unauthorized growing of marijuana plants in excess of legal limits. We have scheduled a follow-up inspection for August 13th to ensure that all areas of concern, including those previously overlooked, are thoroughly examined.
  2. Nonpayment and Eviction Process: In addition to the default notice, we have issued a 14-day notice for nonpayment of rent. Our team member, ********, spoke with you yesterday to explain the eviction process in detail, ensuring you are fully informed on how we will proceed if the tenant fails to remedy the lease violations or the outstanding rent.
  3. Management Credit: We acknowledge the breakdown in communication you experienced, which is not up to the standards of service we strive to provide. As a gesture of our commitment to better service and as an acknowledgment of your frustrations, we will be issuing you a management credit.

  We are committed to resolving this situation and ensuring such oversights do not occur in the future. Your trust as a property owner is paramount, and we are taking every step necessary to address the tenant issues thoroughly and restore your confidence in our management services.

  Again, we apologize for the frustration this situation has caused and thank you for your patience as we work to resolve these issues.

  Customer response

  08/08/2024

   I am rejecting this response because:
  
  
  

  The online BBB message system gave me two options, to either accept or reject the feedback from Renters Warehouse.  While I am happy that they are currently addressing my issue, it was only after several weeks of me reaching out multiple times, and finally refusing to hang up the phone until they put me in contact with a property manager.  Finally getting in touch with a property manager occurred the same day I filed the complaint, but after I had already filed it.  

   

  Again, I am pleased with the action they are now taking, and I definitely appreciate their gesture of a management credit.  I was not expecting it, but it is very much appreciated.  That said, above all what I would like from Renters Warehouse is to have someone on their local ********************** team call me to talk through the situation that occurred so we can discuss how it can be avoided in the future.  I work for a large multinational company and have had many roles that involve interacting with our customers.  Nothing is more valuable that customer input about what we do well and what we do not so well - especially when the customer is willing to present it in a non-emotional and fact supported manner.  This is what I am seeking to do with Renters Warehouse.  Share with them, verbally, what occured so that we can collectively understand where the breakdowns occurred and discuss how they can be avoided in the future.

   

  Please pass this message onto Renters Warehouse, and I hope they will be willing to call me to discuss this situation.  Then I will be more than happy to consider this case closed.

  

  Business response

  08/12/2024

  Thank you for your response and for acknowledging the actions we have taken, including the management credit. We truly appreciate your willingness to engage in a constructive conversation to enhance our service.
  Understanding the importance of direct dialogue, we agree that a conversation with a member of our local ********************** team would be beneficial. We are committed to not only addressing the current issues but also improving our processes to prevent future occurrences.
  To facilitate this, I will arrange for a member of our management team to contact you directly. They will discuss the situation in detail, gather your feedback, and explore ways to prevent similar issues in the future. We value the insights our customers can provide and are eager to hear your suggestions.
  Please expect a call by the end of this week. We are committed to ensuring that your experience helps us shape better service standards and practices. Thank you again for your patience and willingness to help us improve.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **DO NOT rent from this company!!!**On April 14th I had contacted renters warehouse that our air conditioning had stopped working. 5 days later the vendor finally came to check it out. Long story short, he has come out 6 times and the problem is still NOT FIXED. I have proof of text messages between me and the vendor proving that hes been out 6 times and the air is still not fixed. It is now been 37 DAYS of no air conditioning and I have 3 small children and its been ***** degree days. This is completely unacceptable and unprofessional. The communication between the vendor, renters warehouse & the landlord takes incredibly WAY too long! The process should be so much quicker. I have never in my life have had to deal with such poor negligence from a company. The kicker is that we just paid around $6,000 to opt out of the lease due to us buying a house and that had rent included too, so it also is a bad look that we gave them that much money yet weve had no air for over a month! The right thing to do is to reimburse us for the days weve had no air. This is so frustrating because Im sure the people who work for this company would never want their own families in a house thats 80+ degrees on a 90 degree day, while also dealing with a rental company who is incompitant in fixing the problem.We have had many problems with this house and Im telling you, the process in fixing these problems takes weeks to fix. Dont even get me started on our microwave. The vendor who fixed that for us WEEKS later had not one nice word to say about this company too. The vendor who is fixing the ** has their frustrations too with the company. Its nothing but a joke and a disgrace of a company thats ignoring their tenants problems!

  

  Business response

  05/28/2024

  We've received your concerns about the ongoing air conditioning issues at your property managed by Renters Warehouse. We understand the discomfort and frustration this has caused, especially given the high temperatures and the presence of your small children.
  We apologize for the delays and repeated issues with the ** repairs. Our records indicate that the vendor, SL Property Solutions, was initially dispatched on April 16th and made several attempts to repair the **, leading to a recommendation for a full replacement due to multiple leaks. Unfortunately, delays in approval from the property owner prolonged the period without a working ** unit.
  Here is a brief timeline of actions taken:
  April 16: Case created and vendor dispatched.
  April 19 - May 23: Multiple repair attempts by SL Property Solutions.
  May 19 - May 24: Escalation for a system replacement; new ** unit ordered by the owner.
  In response, we are coordinating a one-month rent credit as compensation. We are committed to finalizing this promptly.
  The new ** unit is currently being installed. We hope this resolves the issues permanently and will continue to monitor the situation closely.
  Thank you for your patience and for alerting us to these issues. We are committed to improving our service and addressing tenant concerns quickly and effectively. Please contact us if further issues arise or for additional assistance.

  Customer response

  05/30/2024

   I am rejecting this response because:
  
  In your message you had stated that you opened up a case on April 16th but that is wrong, I contacted you guys on April 14th about it so thats when it started. 
  

  You also stated that the new AC unit is currently being installed but thats a lie! I am still waiting on someone to come out & put the new unit in. Were now going on 47 DAYS WITH NO AC. We expect a full refund of a months rent & our security deposit back. This is absolutely unacceptable that the problem is not resolved yet. Shame on this company. 

  

  Business response

  06/10/2024

  We are genuinely sorry to hear about the difficulties youve experienced with the air conditioning at your property and the impact it has had on your family during these hot days. Understanding that this situation has caused significant discomfort, we want to assure you that we are committed to resolving this promptly and compassionately.
  
  To address the inconvenience you've faced, we are issuing a credit totaling one months rent, amounting to $2,100. This credit is intended to acknowledge the disruption and to apologize for the extended discomfort caused by the delays in repairing the ** system.
  
  We understand that the repairs, handled by the homeowner's chosen vendor, encountered unexpected delays due to the need for specific parts. We recognize that this process has not met your, or our, expectations for timely service. We sincerely apologize for the frustration and inconvenience this has caused.
  
  A member of our team will be contacting you today to discuss the details of this credit and to ensure that any further concerns you have are addressed. Your experience and satisfaction are very important to us, and we are dedicated to making this right.
  
  If you require immediate assistance or wish to discuss this further, please don't hesitate to contact our office directly at **************. We value you as a tenant and are committed to improving your experience with us.
  
  Thank you for your patience and for communicating your concerns. We are here to support you.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We completed an application to lease a home from this company. We were notified by the company the home was no longer available however were charged $130 application fee even though our application was never processed. The company still has the property listed as available on MLS. They are scamming people for application fees and we demand a refund.

  

  Business response

  04/08/2024

  We've received your concerns regarding the application fee for a home lease through our company. We understand your frustration upon learning that the home was no longer available after you were charged an application fee, especially given the property was still listed as available on MLS. This situation is certainly not reflective of our standards for transparency and fairness.
  We want to inform you that upon reviewing your case, the market leader responsible for this area has approved a full refund of your $130 application fee. This decision was made in recognition of the oversight and to ensure your satisfaction. The refund was processed on April 1st. Please note, it may take approximately 7-10 days for the funds to be reflected in your account due to banking procedures.
  We sincerely apologize for any inconvenience this may have caused and want to assure you that steps are being taken to prevent similar issues from occurring in the future. Our goal is to provide a transparent and fair application process for all prospective tenants.
  Should you have any further questions or need additional assistance, please do not hesitate to contact us. We value your interest in leasing with us and hope to have the opportunity to assist you in finding a suitable home in the future.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been renting a property through renters warehouse since June 2023. In late December. I noticed there was mold growing in the bathroom. I was told that the owner would not pay for the vendor that came out and painted over the mold the mold was not fixed. It was painted over and I the tenant had to pay for painting over mold. The vendor that came out to paint over the mode, did state and their notes that the mold was possibly here before I moved in because it can take longer than six months to grow, and that the mode was not there due to uncleanliness of the bathroom, which was what the property owner suggested of how the mold formed. Here we are in March and the mold is reappearing in the bathroom and the property owner is declining to pay for a vendor to come out and properly fix. Renters warehouse is backing the property owner. They have done nothing to assist me as a tenant, it should be unlawful to live in a property with mold, the tenant should not have to be responsible to pay for that. The property owner made a statement about me keeping the bathroom clean to prevent this happening in the future not only am I a very clean person mold does not grow from cleanliness. Mold is formed from water, moisture leakage. I have reached out to Renters warehouse multiple times left reviews on ****** sent emails with no follow up. No one has called me back supervisor refuses to call me back and to step in to assist me with this problem. Renters warehouse is the worst management company that I have rented from. Renters warehouse does not navigate the tenant and owner relationship. Renters warehouse does not support the tenant in anything. I don't think that Renters Warehouse is applying the laws in the situation, again it should be unlawful to live in a place where mold is growing in the bathroom. Which *** can potentially get my household sick. I have reached out to every person that I can at renters warehouse and still no follow up or support.

  

  Business response

  04/08/2024

  Treniska,

  Thank you for bringing your concerns to our attention. We understand the distress and inconvenience caused by the mold issue in the bathroom of the property you are renting through Renters Warehouse. Ensuring the health and safety of our tenants is a priority, and we regret to hear about the difficulties you've encountered in resolving this matter.

  We understand that the homeowner took steps to address the mold by hiring a vendor. This action was in an effort to remediate the mold issue in the bathroom. It's important for us to monitor the situation closely to ensure that the measures taken are effective and that the mold does not pose a further issue.

  In response to the recurring mold issue, the homeowner has now requested that their home warranty service evaluate and repair the bathroom's ventilation system. This step is aimed at addressing the moisture issue that contributes to mold growth, ensuring that the root cause is mitigated to prevent future occurrences.

  We recognize the importance of clear and responsive communication in these situations, and we apologize if our service has not met your expectations. We are committed to improving our follow-up and support for our tenants.
  Please know that your concerns have been escalated to our management team. We are actively working to ensure that the homeowner's warranty service addresses and resolves the ventilation issue promptly. In the meantime, we encourage you to keep us informed of any changes in the condition of the mold or if there are any other issues that need our attention.
  Thank you for your patience, and please know we are here to support you in ensuring a safe and comfortable living environment.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renters warehouse accounting department messes up routinely with my rent income collection and timely and accurate disbursement. I told them repeatedly every month to have the rent deposited into my bank account by 10th of the month and yet I dont fully get it by the *****th of the month. They told me to talk to tenants about timely pay. Well then why have I hired Renters Warehouse and pay them monthly if I have to do things on my own? They are also not transparent about the money. I ******* the tenants placed a maintenance request to have a lock fixed on exterior garage door. Renters warehouse always take out $400 from a reserve that always has $400 in it paid for by the owner. First of all, they never disclose how much the repair cost was and took out the entire $400 everytime a maintenance request comes in even though the amount of repair was less. Then they charge me the $400 again to replenish the reserve. They did that in ******* and I got $400 less for ******* rent. Now in March again they charged me that $400 even though there was no new maintenance or repair. They are deceptive and I am getting the impression now that they are mis-handling the money. I want renters warehouse to deposit my rental income timely, have transparency on the maintenance and repairs process, and fix their accounting glitches. Also reimburse all the March rent money that they wrongfully held back (e.g. $400 for ******* maintenance request that they already charged me). The reserve is always at $400 so they also lied that it was not replenished in ******* when they already deducted from my rent $400 to replenish it. And they did not tell me how much was the repairs for the merely fixing the garage door lock. It cannot be $400 at all. They are charging the $400 minimum for even pesky little maintenance items so they make more money off of it.

  

  Business response

  03/22/2024

  We're addressing the complaint from ************** regarding rent disbursement, maintenance charges, and transparency concerns with Renters Warehouse. Our goal is to clarify the situation and outline the measures taken.
  Rent disbursement is dependent on tenant payment timing, followed by a 2-5 business day processing period. This procedure is standard and ensures that homeowners receive their rent as promptly as possible, though not by a guaranteed date each month.
  Regarding the maintenance issue, the repair for Mr. ******* garage door lock cost $383.41, with an additional $10.00 charge for the tenant's year-end Certificate of Rent Paid (CRP), which accounts for the total deduction. This was explained during a conversation with our staff on March 16. The maintenance reserve practice aims to address repairs quickly, with the homeowner's financial interest in mind.
  We have reviewed Mr. ******* account following his feedback. The charges applied, including the maintenance and CRP fees, were accurate. However, we understand the importance of clear communication and are working to enhance our processes to better serve our clients.
  We value the trust our clients place in us and are dedicated to maintaining transparent and effective property management services. We regret any inconvenience ************** experienced and thank BBB for the opportunity to respond.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My daughter, *********************************** and I signed a 1 year lease with Renters Warehouse for the property at *****************************************************************. We were told Home River would be responsible for returning our deposit back. We made monthly payments according to the rental agreement and never was late with any of our payments. They are being untruthful stating a doorbell and other item was damaged during our stay. I have owned a home for over 50yrs. and decided to move into a rental after selling my home until I found another home. Our rental amount was $1700 monthly. We paid our deposit of $2,500 dollars to an employee by the name of ***** at Renters Warehouse. ( She is no longer employed with company) We have asked continuously for our deposit back with no response to money owed to us.Thank you in advance for your help with this matter

  

  Business response

  02/26/2024

  Dear ******,
  Thank you for bringing your concerns to our attention regarding the security deposit for the property at ******************************************************************
  To clarify, the property ownership made a decision to change management companies in August 2022. From that point forward, Renters Warehouse has had no involvement with the property, including matters related to security deposits, maintenance requests, or any other property management activities.
  As such, any issues or inquiries regarding the security deposit and its disposition need to be directed to the new management company that took over after we ceased managing the property. They are responsible for all property management functions including the handling of security deposits and any related disputes.
  For assistance with your deposit or any questions about charges attributed to your tenancy, we recommend reaching out directly to the current management company.
  We appreciate your understanding in this matter.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has scammed and taken money from me and displaced me. I moved into a house February 2023 and had to move out April 2023. **************** with VERY unprofessional and unhelpful. Everyone stories changed as to the situation at hand and now I have a bad **** on my credit for me being scammed. I need help and I want to sue **************** and the company. I have receipts, pictures and recordings. I was locked out of the payment portal and evicted. I attempted to pay the company the amount they told me to pay so that the portal would be unlocked. but they never did and filed eviction on me. I sent the company the money and the quoted a new much higher number. Focusing me to move I asked for the money I sent to them so that I wouldn't be evicted, and I was told the owner of the house would receive the funds and I couldn't get them back. It was after I left the property the house was under new management and the person over the rental payments didn't work for the company anymore and I received the money back I paid them to be evicted and for the to unlock the portal. the same money order that I was advised would be sent to the owner. I spent money moving in and out of the house I missed days off work moving in and out the house and No one Helped me or attempted to being that they all were telling me different things.

  

  Business response

  01/22/2024

  Dear *******,
  We appreciate the opportunity to respond to your concerns and want to ensure a clear understanding of the events as they unfolded. At Renters Warehouse, we strive to adhere to a transparent and fair process in all tenant interactions.

  Regarding your complaint, the eviction process was initiated on May 10 due to nonpayment of rent. We provided the option for payment via cash or certified funds, with the understanding that full payment prior to the court date could prevent the eviction and restore your access to the online payment portal. Despite these communications, only a partial payment was received by June 12, necessitating the continuation of the eviction process. A subsequent payment plan was agreed upon for June 23; however, the full balance was not settled, and the home was vacated prior to the court date, leading to the dismissal of the eviction.

  It is important to note that our actions were guided by the need to follow legal and contractual obligations, ensuring fairness and clarity for all parties involved. We regret any inconvenience or misunderstanding that *** have arisen during this process.

  We are dedicated to providing a positive experience for all our tenants and are available to discuss any further questions or clarifications you *** need. Please feel free to reach out to us directly.

  Customer response

  01/22/2024

   I am rejecting this response because: The story is one-sided I moved into the house and the portal was locked when I attempted to make my first payment and an eviction was filed. I was never able to log into the portal I called to make payments and I was advised a partial amount to clear everything up as to why I sent the amount I did. I was also advised I would receive contact back to speak with someone about the issue but no one ever called me. I  had to spend days and days calling to speak with someone. Once I spoke to *** who advised he was over rental payments he told me the partial amount and the portal would be open and I would be clear to pay the month of June and the eviction would be voided. Also, it took this because after I called to attempt to make my first payment I was told to wait for someone to call me back for months. I sent what I was told to send and I moved so I wouldn't get put out. I have all the emails, text messages, and phone recordings.
  
  
  

  

  Business response

  01/24/2024

  Thank you for allowing us to provide additional clarification on the matter concerning *******'s tenancy and subsequent concerns. At Renters Warehouse, we prioritize clear communication and adherence to legal and contractual obligations.
  To address the eviction initiated in May, it was due to unresolved rent dues. It's important to note that multiple payment options were available and communicated, including cashiers checks, money orders, and in-person cash payments, as outlined in the lease agreement. These alternatives were provided to ensure tenants have the means to fulfill their rent obligations, even if encountering difficulties with the online payment portal.
  To avoid eviction, tenants are required to settle all outstanding balances. This can be done prior to the eviction hearing to remain in the property. Additionally, tenants can also settle the balance at the eviction hearing or adhere to a court-ordered payment plan, allowing them to stay in the premises. In *******'s case, she opted not to utilize these avenues and instead chose to vacate the property, which resulted in the eviction being dismissed.
  Our actions throughout this process were guided by a commitment to uphold our responsibilities to all parties involved, ensuring fairness and transparency. While we regret any misunderstanding or inconvenience experienced, our procedures were followed with the intention of resolving the situation in accordance with the lease agreement and state regulations.
  Should Taeisha or any party have further questions or need additional clarification, we encourage direct communication to address these matters promptly.

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