Information and Alerts

Pattern of Complaints

BBB files indicate that this business has a pattern of complaints concerning consumers experiencing difficulties receiving their security deposits after their lease ended, consumers experiencing difficulties from RPM Living fulfilling maintenance requests and continued issues regarding maintenance requests, billing concerns including fees added to bills and fees consumers allege they were not aware of during move out, unit conditions during move-in and consumers experiencing difficulties receiving their refund.  

On October 5, 2022, BBB submitted a written request to the company encouraging them to address the pattern of complaints.

PRM Living responded to BBB's inquiry by stating they have developed an RPM Reputation Management program where a dedicated team works directly with each onsite and regional management team to address online and offline concerns.  To ensure onsite and regional management teams make well-informed and proactive business decisions at each community RPM Living has implemented a survey program requesting feedback from visitors and residents throughout their journey from tour to move out.  

BBB also communicated with RPM Living regarding a pattern of complaints regarding the conditions of residents' apartments including, cleanliness, conditions during move-in, and pest issues.  RPM Living responded their expectation for service requests is 24 hours and dependent on the extent of the damage and materials needed for repair is completed during business hours.  Residents are provided with contact information for emergency service requests which are those that require a service team member's response outside of regular office hours.  Office maintenance staff are required to take training courses that outline the procedure during their onboarding.  

RPM Living outlined the process for responding to residents' requests:

1. Inputting the Service Request into the Property Management Software (PMS) – Office staff is required to input a service request on behalf of a resident when reported to the leasing office. Residents are encouraged to submit written requests through the resident portal online. Resident login information and steps are provided at move-in. 
2. All associates check the PMS system each morning for any incoming service requests or service requests pending completion.
3. Detailed information is provided on the request by the associate. This will allow the service team or contractor to determine which tools and supplies are necessary and the time necessary to complete the work.
4. All service requests input via the resident portal website by the resident directly are reviewed daily to ensure all needed details have been included. If a resident-entered service request is missing information (location of the issue, access notes, etc.) a member of the office staff will call the resident to retrieve the needed information before handing off the request to the service team.
5. Two copies of each service request are printed by the office staff and provided to a service team member who will take both copies of the service request to the resident’s apartment.
6. After the service team member has completed the work, they will write detailed notes on the service request about what work was performed and leave this copy in the resident’s apartment. This copy is left in the apartment to 1) inform the resident our service team was in the apartment, and 2) describe the work our service team performed.
7. The second copy of the service request is returned to the office and placed in the area designated for completed service requests for callbacks to be completed daily.
8. Service requests are marked as “complete” with specific notes included in the PMS system. There are notes detailing all work performed and parts used in the repair. 
9. Office staff will follow up via phone call with each resident who had a service request completed that day. All follow-up communication is documented in the PMS system on all completed service requests.

If the resident is unsatisfied with the level of service provided on a maintenance request, a member of the onsite management team is available to speak with the resident. RPM Living's management team will provide an update and remedy for any inconvenience due to delays in repairs.

BBB files also indicate RPM Living has a pattern of complaints concerning waste and trash collection. RPM Living responded their waste collection service days are scheduled by the provider and residents are instructed to place their trash in designated waste receptacles outlined in their community guidelines discouraging residents from leaving trash bags or other waste outside of the receptacles. Any issues should be reported to onsite management.

BBB files also indicate RPM Living has a pattern of complaints concerning pest control during move-in or with residents' properties.  RPM Living responded residents are instructed to contact the onsite management to report issues with pests.

The reports can be submitted through an online service request form found on the resident portal website. Pest control service technicians conduct weekly visits to the property to complete inspections and treatments. Preventative pest control services are also conducted on a routine basis. 

The reports are monitored by RPM's pest control service technicians who will recommend additional treatments if needed or other courses of action to resolve the issue. RPM encourages if residents are unsatisfied with this service, their onsite management team is available to request additional inspections or alternative treatments.

RPM Living also has a pattern of complaints concerning difficulties receiving their refund of security deposits.

RPM Living responded they have a procedure in place where each vacant unit is inspected upon move-out to assess any charges for damages and cleaning. Any charges due to cleaning or damages will be added to the account ledger. If there are no damages found upon inspection and the apartment is left in a clean condition, these charges will not be added to the account.

Final utilities are posted in the account ledger as residents are responsible to pay for utility usage until the end of their residency. The account ledger is reviewed by their onsite account management team to ensure accuracy before issuing a final move-out statement.

RPM Living will apply the security deposit on the account to any balance due for rent, fees, utilities, damages, and cleaning charges. If there is a credit balance after the security deposit has been applied to charges on the ledger, a refund check will be issued to the former resident with the forwarding address on file. If there is no credit balance after applying the security deposit, then no refund check is issued to the former resident. This refund check is mailed to the former resident, abiding by local and state guidelines, where most require receipt within 30 days of moving out. 

RPM Living encourages former residents to contact the onsite management team or their corporate office if the refund check was not delivered. RPM Living responded most of the issues can be caused by having an incorrect forwarding address provided by the former resident or lost mail by the courier. In these cases, a new refund check will be issued to the former resident with a confirmed recipient address.

RPM Living sends a final move-out statement to the former resident, abiding by local and state laws.  Most are required to be mailed within 30 days of move out which is varied by state. RPM Living has a dedicated Former Resident Care (FRC) team that oversees billing inquiries and disputes for final move-out statements. The final statement includes a ledger where each line item has a total amount and description of the charge. Contact information for the FRC team and onsite property management is provided in this statement.

RPM Living will review the final account ledger for accuracy and make necessary adjustments where needed. The FRC team makes every effort to close the account as paid in full by contacting the former resident on multiple occasions. Former residents can set up a payment plan with the FRC team with auto-draft (ACH) payments. Former residents are given 60-100 days to pay the outstanding balance in full to the FRC or the onsite management. After this period, if there is no approved payment plan or payment made in full, the account will be forwarded to a collection agency. 

RPM's implementation of its survey program will allow onsite management to connect with residents, build rapport, and address concerns.