Complaints

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• Initial Complaint

  Date:04/07/2025

  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.

  I was renting out a property under xepco property management. *********************************. I requested to move out after my lease ended because of issues I did not like about the building. Before moving out a water leak occurred underneath the building. The leak was actually reported by the neighbor #3 because there was no sight of water leaking anywhere on my side. They investigated and found that the leak was under my unit and drilled into the ground. The water heater was removed for a week while they repaired it. I didn't have access to my bedroom or hot water for a week. ****** billed me my last bill and the bill had a huge ***** of $746.70 My bills since I've move in were anywhere from $70-$150. The property claimed it would be reimbursed in my deposit, but it was not. I was forced to put it on a payment plan, so I don't damage my credit. I moved out February 28th and still have yet to hear about a refund or resolution to my issue even after numerous attempts.

  Business Response

  Date: 04/08/2025

  As property managers we have a legal responsibility to represent property owners as well as tenants (dual agency).
  
  In this particular case, the tenant signed a lease agreement stating that they were responsible for paying the electric bill. Meanwhile, the owner was responsible for water and other services.
  
  Unfortunately, leaks happen and we try to resolve the expenses related to leaks as fairly as possible (in line with our dual agency). In this case, the owner covered the water bill. We developed a compromise between the tenant and the owner to split the electric bill 50/50. This helped the tenant cover some the leak-related costs that they were responsible for. The owner was not obligated to agree to this compromise, but we were pleased that they did. This dispute was settled within the 21 days of move out.
  

  Customer Answer

  Date: 04/09/2025

  I do not agree and did not compromise to pay for half of an $748 electric bill ***** that was caused due to the leak and water heater. 
  The lease states the tenant is responsible for damages made by the tenant. 
  Lease terms:
  1: Tenant Maintenance & Damage Responsibility (Section 11A) 
  Tenant shall be responsible for all repairs or replacements caused by Tenants, Pets, or licensees of tenant EXCLUDING NORMAL WEAR AND TEAR 

  (increased water heater costs: if the leak is from a hot water source the heater may work harder to maintain the temperature, leading to higher electric consumption.) 

  The dispute was not resolved in 21 days and still is not resolved.

  
  

  Business Response

  Date: 04/16/2025

  We have spoken to the owner of the property and he is willing to pay for the electric cost that was greater than the average of the previous months. This equates to an additional ~$250 relative to the prior conversation.

  This is above and beyond what most owners are willing to do and is beyond what is required in the lease. See Section 9, "Tenant agrees to pay for all utilities and services, and the following charges: Electricity". The lease is also attached.

  Customer Answer

  Date: 04/18/2025

  I have not received any communication regarding any additional agreement thus far. 
  The last email received was on 4/9. 
  

  I wanted to resolve this issue amicably but the lack of urgency and lack of communication has been frustrating. 
  

  I will be escalating this issue forward and will be taking legal action.
  I cannot continue to wait any further.