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:09/06/2024

  Type:Service or Repair 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.

  My complaint is against ******* ******* of Curb Appeal Property Management **** ****** *** Jonesboro, AR 72401, and *** *******
  ********** *** ** *** ***** JONESBORO AR 72403. My family and I rented the property of **** ******** ****, Jonesboro, AR 72404 from Curb Appeal Property Management from April 30, 2023 – June 24, 2024.
  

  On June 24, 2024, we vacated the premises. On July 1, 2024, I called ******* *******, followed by a text message after my phone call went to voice mail. My text message included photos showing the inside of the house before our belongings were delivered to the home, our forwarding address to send the security deposit, and a question about the exit inspection walkthrough (on whether the maintenance man completed it). She responded to my text on July 9, 2024, with the following: “Hello. Once we have the home ready to rent again, any cleaning/repairs/expenses are deducted and the security deposit balance sent to you. Security deposits are mailed from the owner within 60 days to the address you provide. If you have not sent me the mailing address I will need that  also. “

  I immediately called her and she answered my call. I told her there should not be any deductions from our security deposit for cleaning or repairs because
  we didn’t cause any damage to the home and any damage to the house was present before moving in. There’s no pet damage since the pets remained in my in-laws' care due to a life-turning event. Moreover, the house was dirty when my husband moved in last year. He had to hire a cleaning lady to clean the house.  Upon our exit from the home, we cleaned the home.

  On July 25, 2024, I texted her requesting the refund status of the security  deposit, succeeding by phone calls on 3 different days. She didn’t respond to my text or any of my phone calls. My husband left a message on her phone on August 25, 2024. Once again, she didn’t return the call. We sent ******* ******* and *** ******* ********** *** certified letters to let them know we will proceed with applicable processes to obtain our security deposit on September 4, 2024.

  ******* *******’s text message states the security deposits are mailed from the owner within 60 days. However, the rental agreement doesn’t mention
  releasing the deposit within 60 days or any specific time frame. It mentions different qualifiers to receive the deposit. This company has already collected
  extra money from us, which includes the pet security deposit of $500.00 and monthly pet rent of $50.00 for pets that didn’t live in the house. We had every
  intention of bringing the pets with us but when my oldest son unexpectedly died, the pets were the furthest thing in mind and I never reported it to *******
  ********

  Our family never had any complaints against us while living at **** ******** ****. We created maintenance tickets for any issues inside/outside of
  the home. We are homeowners and have been homeowners since 2009. We own a home in Little Rock, AR. We treated the rental property as if it were our
  personal property. When Haleigh from Curb Appeal conducted the quarterly inspection on October 18, 2024, she didn’t express any concerns/issues with the home.

  I’ve included pictures and videos of the house. The pictures were taken before our items were delivered to the home last year. The videos are from us
  exiting the home and were recorded with an iPhone.

   

  Business Response

  Date: 09/16/2024

  September 16, 2024
  
  Better Business Bureau
  ***** ******** **
  Little Rock, AR 72223
  
  
  Re: Complaint No. ********
  
  
  To Whom It May Concern:
  
  I am in receipt of the complaint and
  have attached documentation in response. 
  
  As noted in the complainant’s lease
  agreement, security deposits are held and returned by the owner. The owner sent
  us the reconciliation the last week of August and said they mailed the
  reconciliation along with the check that same day.  I have attached a copy and have asked the
  owners to stop payment on that check and mail another one since apparently the complainants
  did not receive it.
  
  Attached as well as the photos taking
  immediately after move out of work that had to be done to get the home rent
  ready again. 
  
  Damages are noted in the pictures
  attached and the final accounting mailed to the address provided.  Mail was not received back. 
  
  If there is additional information
  needed, please do not hesitate to reach out. 
  
  Sincerely,
  
  ******* *******
  Property Manager

  Business Response

  Date: 10/14/2024

  October 13, 2024
  
  Better Business Bureau
  ***** ******** **
  Little Rock, AR 72223
  
  
  Re: Complaint No. ********
  
  
  To Whom It May Concern:
  
  We are very sorry for the loss the
  complainant and their family have suffered. 
  I am sure that was and continues to be devastating. 
  
  As related to this complaint,
  regarding the pets, the property was advertised as not approving pets but, at
  the request of the complainant, the owner did agree to approve two dogs, and
  the pet policy was explained at that time. 
  It was noted and agreed upon that pet fees are nonrefundable. After this
  approval, we did not make inquiries as to whether the pets moved into the home
  or not as that was the choice of the complainant after receiving approval.  Any decisions beyond that point are out of
  our control.
  
  With regard to the security deposit,
  the items noted are the items that had to be repaired upon move out that were
  not in that condition on move in. 
  Nothing beyond that was deducted from the security deposit and items are
  identifiable in the pictures.  The
  complainant submitted numerous maintenance requests during their tenancy so is
  very familiar with the process of submitting requests as they were needed and
  those requests were handled.    
  
  If there is no additional information to
  add but if you have other questions, please do not hesitate to reach out. 
  
  Sincerely,
  
  ******* *******
  Property Manager

  Customer Answer

  Date: 10/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The first
  sentence in her response is not genuine. I made her aware of my son’s passing
  and she wasn’t as empathetic as she is in her response to this complaint. I
  don’t believe her. She could’ve omitted that from her response.
  

  This complaint
  stems from her not responding to calls and text messages about the security
  deposit when I was trying to get updates on when it would be released. She’s
  only responding to me because I submitted a complaint to BBB. It all boils down
  to being fair and honest. Her item list is bogus. I stated that in my previous
  response.
  I am aware
  that the pet deposit policy is nonrefundable. I’m not requesting a refund for
  that. My issue is that if there were any damages, the deduction should’ve come
  from the pet deposit first and then the regular deposit.
  As stated in
  my previous response, I don’t agree with her itemized list/amounts. For
  reference, I restated it:
  
  
  We cleaned the house before our exit.
  My husband recorded several videos showing the state of how we left each room
  inside the house on the day we exited. In one of the videos, you can see a
  glimpse of me in the background with a broom in my hand. I had been cleaning
  the kitchen/dining area. The state of the house that was given to my husband in
  May 2023, was dusty, none of the windows had been cleaned, all of the blinds
  had crud on them, and the kitchen cabinets also had crud (I have a picture of
  one of the bottom cabinets taken on May 4, 2023) and the bathroom cabinets were
  no better. They did not do any deep cleaning before giving the keys to my
  husband. It appeared to be surface-level cleaning. In May 2023, my husband
  hired a cleaning lady to clean the house, yet the house still accumulated dust
  quickly. Even though we cleaned after my family exited the home, I don’t have
  an issue with her deduction on deep cleaning.
  
  Furniture rubbing against the walls should be considered wear and tear, and it doesn’t warrant painting the full living room. In the living room, the only furniture that would rub against the wall was our medium leather sectional, only if the reclining feature was used. Touch-up painting could be applied to that wall. But this type of wear and tear is unavoidable and tenants are generally not responsible for it. I do not agree with the deduction amount. Since she feels the need to charge us for something unavoidable, charging for the cost of the paint seems reasonable.
  
  We are homeowners. We would never cause damage to one’s property. I’m insulted by this accusation. We rented an apartment in Louisville, KY for 2 years before moving into the home in Jonesboro, and we were not accused of causing any damage to the apartment. We received our full security deposit. Her claim of us ripping the screens on the patio is completely bogus. My family did not utilize the patio or backyard. Jonesboro has had its share of thunderstorms with heavy winds that caused some damage to the backyard area. I put in a ticket for the back fence in February because it was leaning out of place. Also in February, the screen had detached from the left side of the patio due to strong winds. On February 29, the maintenance man came to fix the hallway bathroom leak (I put in a ticket on Feb. 19 for this issue), and while he was there, my husband told him about the screen detaching from the patio. My husband also asked the maintenance man if he needed to put in a new ticket for that issue. The maintenance man told my husband there was no need to submit a new ticket and that he would fix the screen while he was there. The maintenance man was the only person who touched the patio screen. There should be no deductions for the patio screen becoming detached – Mother Nature was the cause for this issue. We never used the patio or backyard.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********