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:18/06/2024

  Type:Customer Service 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.

  On February 6, 2024, I hired Considerate Property Management to manage my house at ** ********** ****** ************ **, while I lived in Ontario. They were to handle renting and maintenance but failed to deliver. Despite paying a $500 deposit, communication was poor, and the property remained vacant for over three months. On May 8, 2024, General ******* *** ********* terminated their services, citing my communication style, though they had been unresponsive to my repeated inquiries. The company failed to provide the agreed services and acted unprofessionally. I have three major issues with the contract termination: They sent three invoices totaling $1,150.72 for April, May, and June 2024, without prior notification, with many unknown charges. The contract specified that expenses over $300 per month required my consent, which they exceeded without consulting me. They claimed disrespect from my communication requests, despite weeks of no updates. Promised photos of claimed damages were never sent, and billed yard work was confirmed by my neighbor and new property manager, Jake Black, as undone. After terminating Considerate's services, I secured a new property ******* and posted my own advertisement. Within 24 hours, I received over 20 inquiries, and a tenant was secured within three weeks, confirming Considerate's lack of effort. Despite paying a mortgage for three months without rental income, Considerate expects payment for unagreed services, which is unprofessional. Disputed charges include: $112.50 for new kitchen taps and $103.50 for snaking the kitchen drain, despite no tenants. $207 for cleaning kitchen cabinets, despite no tenants since February. $337.13 for renovation materials without prior notice or explanation. Billing without invoices or notice is unfair. I am willing to pay $310.50 for moving furniture and the $500 deposit but not the remaining $840.22 due to lack of transparency and service neglect. Relevant documents are attached.

  

  Business Response

  Date: 11/07/2024

  Good morning Mr. ******,

  In response to Ms. ************ complaint, I have the following;

  We entered into a contract with Ms. ********** in good faith as we do with the hundreds of clients in our portfolio. We were told by Ms. ********** that the house was move in ready and that only a couple of pieces of furniture were left on the main level and could be confined to one room in the basement, this turned out not to be the case as there was enough furniture for the necessary functioning of a household and required my staff to spend hours moving the furniture. The kitchen faucet was leaking and spraying water and my maintenance technician changed this as well. Once the furniture was removed my leasing agent realized the house was filthy and needed to be cleaned in order to show to potential tenants, so we had it cleaned with notification to the owner. We found a great tenant to move into the house but just before move in, the basement flooded as the new tenants were on site to inspect that cleaning was done and refused to move in. In the best interest of the property, my staff pumped the water out of the basement and cleaned up the water to prevent mold growth as is incumbent upon us to do this was also communicated with the owner. The owner became difficult to deal with and was condescending and rude to my staff, so for the first time in our company history we decided to terminate relations with a client. The fees charged are legitimate and more than reasonable and we expect the invoice to be paid. Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 16/07/2024

   I am rejecting this response because:
  
  To BBB, 
  
  To address Considerate Property’s response, we have yet to be provided with facts and appropriate mediation. The complaint since the beginning was for the lack of communication and transparency with this business’s transactions. I don't believe the business has reviewed the entire communication and attachments. We were provided with 3 invoices a month AFTER the contract had terminated with fees that were not communicated to us. I will emphasize that communication is referring to email and phone (verbal). If you refer to the screenshots and email attachments in the original complaint, you can visualize that the communication from the business was extremely poor and inconsistent since the beginning. It’s been really poor business behaviour and we voiced this to Emily and *** several times via voicemails and emails as we couldn’t get a hold of anyone in the organization for weeks at a time. The business, in hindsight, has vast complaints on social media reviews about the lack of transparency and communications. Sadly, this is apparently not only a unique case with us. 
  
  I will also reiterate how this type of interaction was completely different with the new Property Management business that we signed with recently. We also are not including the timeframe that Considerate Property left the property vacant and without any marketing. The proof of this was our personal advertisement and how we secured a new tenant within 10 days of advertisement.
  
  In addition, with this new response, we are seeing even new information that is NOT accurate. We included in the complaint that we accepted any charges that were for marketing and moving furniture. Anything additional is an actual misrepresentation of the facts. The facts are that the leaky faucet was not communicated to us and we didn’t see this problem when we visited the house with the prior tenants. We also noted the house state when the previous tenants left. The flooding was not only not communicated to us, it’s now added costs for pumping the basement where this is nowhere in the invoices either. The pumping is entirely new and untrue information. The business never mentioned this in the past. 
  More importantly, since this would be over $300 threshold, it’s stipulated in the contract that this would be not only communicated prior but required approval from the owner, in writing, prior to accepting any charges. We do not accept these fees. 
  
  Lastly, we don’t see any effort from the organization to mediate a resolution. Therefore, we want to mention again that we agree to pay what is stipulated before: the $500 dollar deposit (already paid) and the additional $310.50 that is stipulated for furniture moving. I must add that the amount of $310.50 is also over the $300 threshold stipulated in the agreement and no communication was sent with the amount it would cost; however, we are willing to accept this due to the fact that the organization did mention they would complete this on our behalf prior to the agreement being signed. Nothing in addition will be paid and we won't proceed with the payment until the agreement is settle via the BBB. 
  
  Thank you,
  
  ********