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:02/22/2024

  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.

  To keep it short and sweet I want my security deposit back.Its over $2000 and they are fighting tooth and nail to withhold it from me unjustly. Charging me for things that are not a tenants responsibility and even for things I remarked on in the pre move in checklist. I believe they even made illegal changes to a document to try to suit their needs because I didn't have a copy.Contact me for further information

  Business Response

  Date: 03/29/2024

  We have previously been in contact with ****************** regarding his disagreement with these charges and have let him know we would be willing to meet with him in person to discuss them.****************** has not responded to these requests. ****************** and the second tenant on the lease paid $1650.00 for the security deposit and $500 for the pet deposit, totaling $2150, not the $41,136 disputed amount listed in the complaint. Professional cleaning, rekeying of locks, carpet cleaning,replacement of light bulbs, replacement of uncleanable drip pans and the flooring replacement caused by his pet dog were deducted from the security and pet deposit,

  
  In response to Mr. ******** statement regarding these charges should not be his responsibility: He and the other former tenant on the lease received a detailed breakdown for the expenses deducted from the security deposit. Initially there was a charge the propertys HOA claimed was caused by the tenants but was discovered to not be the case. The charges were taken off the final deductions and we communicated this with ***************** and the second tenant. The signed lease agreement and the move-out guidelines provided to both ****************** and the second tenant contains detailed information regarding these cleaning guidelines. including labor rates for professional cleaning of the property, rekeying, and carpet cleaning. A copy of the cleaning guidelines and fee deductions were also provided to both tenants after the notice to vacate was sent to us. This information is provided to all lessees and is standard tenant charges at moveout.
  The property manager spoke on the phone with ****************** regarding the guidelines and commonly overlooked areas that lead to professional cleaners being brought into the property to address.The owner of our company communicated to ****************** they could meet with him for an in-person walkthrough appointment on the last day of his lease term to go over these guidelines so there would be an opportunity for them to address any areas needing additional cleaning. Neither ****************** nor the other tenant showed up. The owner waited at the property 45 minutes past the time they told ****************** they would be there and left another voice message for Mr. ******** while at the property. Professional cleaners were brought in the next day to clean as our assessment of the property did not meet the cleaning guidelines.

  
  ****************** states that illegal changes were made to the move-in checklist turned into our office at the beginning of his tenancy. We never alter responses of move-in checklists submitted by tenants.
  ****************** called to notify us that his dog had ripped up vinyl flooring at the property and his property manager informed him at that time the expenses to replace the flooring would be his responsibility and as stated in the lease that we would use our chosen vendor for the repairs. ****************** responded that he understood. Upon receiving the invoice, ****************** disputed the expense and stated the flooring was damaged at the time of move-in and he had noted the damage in the move-in checklist. His dog then ripped up the damaged flooring further. The original, unedited checklist document was scanned and emailed to ****************** in response to the dispute made to us (see attached email and file attachment emailed to ****************** and the second tenant). There were no notes by ****************** or the second tenant indicating damage to the area the dog ripped up. An independent general contractor was hired for the repairs and set the rate for the work. In an effort towards good faith, we advocated on Mr. ******** behalf to get the total charge for the job.reduced by $100. The expense was not paid by ****************** before he moved out, so the charge was taken out of the security deposit to cover it.

  
  We have done everything we know how to do to work with ****************** in resolving this matter and have responded to emails and phone calls.

  
  

  Business Response

  Date: 03/29/2024

  Attached is the screenshot of the Outlook message included in the response to the complaint to indicate the date stamp and as proof that original message thread was provided.