Complete Asset Protection Services - Merrillville, Indiana

Jessica N.

It’s actually crazy this place has an average rating of 3.5. Id give it zero stars if I could.

From unknown/incorrect fees, terrible customer service, terrible maintenance - this has been an all around horrible experience. Heidi the maintenance coordinator is probably worse than Gloria the property manager. The way they respond and handle any request is with the upmost disrespect and to get something fixed is almost impossible. Actually, it’s impossible. Your work orders will sit for weeks and the coordinator Heidi Coleman doesn’t help with coordinating and the contracted Mr. Fix It never comes when he says he will and then gets rude when you continue to ask to try and get an appointment scheduled. We had a faucet leak for a week and there was no urgency. I was actually told I can just get someone to do it since it’s an emergency and they can’t get anyone here to fix it, but I’d be responsible for the bill.

I have had over $100 in unknown and unexplained fees that were later removed without explanation. They are quick to evict but everything else to assist or fix their issue is on their own time and it’ll be addressed whenever they get to it. Going in the office doesn’t help and they never answer the phone or return a call - even when you leave a voicemail.

In short CAPS treats tenants like they are a bother. It’s as if we pay thousands of dollars a month for them to barely communicate, never fix anything, disrespect you, and surprise you with fees. I wouldn’t be surprised if they reply to this comment blaming me for having this experience as they lack accountability and respect for their tenants. If I could give this negative stars I would. They should replace Heidi for sure because she seems to hate her job or hate doing her job or maybe she’s just not a people person. Either way, I wouldn’t recommend renting from them unless you rent and plan on doing all maintenance yourself and have a desire to be treated terribly.

James

[Edited 2025-03-31]

I have been a client for 6 years owning 5 rental properties through them. While I believe they are honest people, their business model incentivizes them to create unnecessary work orders, because they get a kick back for that of 15% or 20%. I cannot prove any ill intent, however they will always be incentivized (at least subconsciously) to approve work orders rather than reject one because they get a cut of it. I can't blame this company exclusively. It does seem to be a common business model in the industry, but it's backwards! I don't understand why. I would rather pay 20% monthly over 10%, rather than CAPs taking a cut of repairs. It seems like kickbacks.

Some recent examples of this off the top of my memory:
(1) One rental property had 12 different work orders over the course of 2 months, to repairs doors. My property does not even have 12 doors, I do not think. This cost me over $1000.
(2) I was double charged on multiple occasions for work orders, and had to get fortunate to see that in my account ledger, costing me potentially thousands of dollars

One rental property had water leaking into the basement for a period of 4 years and it was not disclosed to me and this resulted in a $55,000 job to completely gut the basement. And yes, CAPS collected their hefty commission on this too.

A proper incentive system to use would be to charge a flat fee for property management, even if it is higher.

Kayla H.

DO NOT RENT OR HAVE THIS COMPANY MANAGE YOUR PROPERTY!!!!!!

I would leave 0 stars if i could. We rented from them for 2 and a half years until we could buy a house. We had issue after issue with the house. They wanted to “easy fix” everything which caused MORE issues.

Our upstairs bathtub would leak into the ceiling downstairs, which eventually caused the ceiling to collapse. They sent out a “plumber” who showed up with no ladder to take a look. He proceeded to tell me there was just hair clogging the drain.. wrong. So they sent out someone else who showed me none of the pipes to the faucet were connected!!!!!!!! He had to take apart the shower walls to figure this out.

We had been renting from them for a year. We ran into a tough time, husband was in-between jobs. We went to our local trustee for rental assistance. We got approved. CAPS refused to let the trustee pay our rent. CAPS told them they didn’t want their W2 to get “messed up” and they didn’t want to give out any info.. take with that what you will. I had to call them and ask what was going on because they were ignoring the trustee. They tried telling me the trustee was lying and I should be yelling at them. The property manager proceeded to yell at me on the phone and told me “JUST SHUT UP AND MAKE YOUR PAYMENT” and hung up. The trustee had to drive from LaPorte to Merrillville to deliver the rental assistance check.

Our chimney started growing mold on the inside wall. Our dining room floor was sinking in. Squirrels decided to rip into our soffit and make a home.

If you put in a work order, don’t expect to get it resolved quickly either! They’ll take their time 🙂

Wendy, the lady who owned our house, had no idea we had bought a house and were moving in 30 days. CAPS never told her. CAPS never told her any of the issues we were having with the house either. Wendy ended up firing them.

I’ve heard nothing but awful things about this company. Do what you will with this information.

Mike M.

I’ve just recently begun rented my home through caps but I can honestly say it’s been quite nice, application process was quick and easy, and the company was nice and professional. When I moved in there were a couple things wrong with the house nothing major but they came out extremely fast to help remedy the problem. I’ve had no complaints as of yet!

Rishi P.

Gloria property manager is the best, has accommodated with everything that we need and responded to us in a timely manner. As long as you communicate everything goes smoothly.

Lori C.

I love Rentcaps. I have rented multiple homes from them. I love the tentant portal. It allows me to pay my rent online and submit any maintenance issues I encounter. I haven't any ssues in my rental that they didn't resolve in a timely manner. If you're looking for a company to rent from look no further.

Adrian H.

Not the best experience with CAPS at all. I rented out an apartment in Michigan City & this company left items from the previous owners such as vases and barrettes for hair.. yet proceeded to take expensive items from the garage which we were allowed to keep things in such as extra furniture and tv stand's.. and “threw it away” without asking if it belonged to me or my roommate first. When I moved in the floors were disgusting, not vacuumed and matted with dirt, glass, AND hair; nothing was cleaned.. poop stains in the toilet, EXTRA grime in the shower. Yeah, I was not happy or pleased at all on my moving day. Couldn’t even go to sleep and stayed up until 2-3 AM CLEANING and scrubbing. Yet, they expect you to do all these things when you move out, but won’t take the time or effort to go over everything once more to make sure it’s cleaned for the next tenant. Beware and pay attention to what you’re getting into renting, especially apartments, with these people!! I swear this is an honest review too that’s the sad part.

amanda D.

I am pleased to say C.A.P.S. has been a please to rent from so far. Anything I need taken care of around the house is addressed in a timely matter and that says a lot about their company. I really enjoy my home. Thanks for supply me and my family with such a great place to live!!