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:05/07/2025

  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.

  Hi! I filed a report previously w Big Bear Properties when they did not fix my basement after flooding and you have that complaint. They are now refusing to pay my deposit. I moved out March 30th. My deposit was 5500. They did a walkthrough said it was great and applied 2875 to last months rent. Leaving them 2625 to pay me. They have 60 days to pay. I attempted to text them about it 2 days ago and they somehow blocked me or turned off the chat as I lost all the previous convo w them on issues. All I asked was when my deposit was being returned . So I called the next day. In the call the woman ***** was rude to me. I was told they have 60 days, then 90 days to return deposit and would not tell me amount of deposit being given . I asked why not as all utilities were paid. They said it due to replacing pet damage to carpet refused to say more. I feel they are being retaliatory due the prior BBB complaint I filed. Additionally I went on to ****** and found multiple reviews that this company does not pay back deposits and makes up charges to keep deposits. They still have 24 days to pay me and I will go to court if I dont get the full amount. Below you will find pictures and invoices and emails of the professional cleaners I had to clean the home while I lived there, the final moving clean and invoice from the carpet cleaners and email stating there were no issues reported by the carpet cleaners indicating carpet needed to be replaced. Please note when I moved in I had to steam clean the carpets twice from all of the dog hair from the prior owners. I am hoping to get my deposit returned. After looking on line it seems that this is a predatory agency that might need to be investigated for theft and fraud. All I want is my deposit back on a home I took excellent care of. I have multiple photos of the home from the cleaners but unfortunately it wont allow me to upload those so I just sent invoices and emails. I can include photos more if needed.

  Business Response

  Date: 05/12/2025

  Hi ****,
  We fully respect every customer's right to share their experience, and we take all feedback seriously. However, using a public review to threaten legal action or demand a refund in exchange for removing the review crosses into territory that may be considered extortion, which we do not take lightly.
  We handle all tenant matters including deposits, repairs, and move-out procedures with fairness, transparency, and thorough documentation. Your file and all related communication is being properly recorded, and we will continue to respond to concerns through the appropriate legal and contractual channels.
  If you believe you have grounds for a legal claim, we welcome the opportunity to resolve this professionally through the appropriate forum, rather than through threats or public pressure.

  Business Response

  Date: 05/12/2025

  We appreciate the opportunity to respond to this complaint. Big Bear Properties is operating fully in accordance with ******************** Law, which allows landlords up to 60 days from the date of move-out to process and return the tenants security deposit. In this case, the lease ended and the tenant vacated on March 30, 2025, which means we are well within the legal windowuntil May 29, 2025to complete this process.
  We have not refused to return the deposit. On the contrary, we are still in the process of finalizing all necessary documentation to ensure a fair and lawful deposit reconciliation. Any deductions, if applicable, will be clearly documented and provided to the tenant in writing, as required by law. We take these matters seriously and do not make unjust or retaliatory deductions under any circumstances.
  While we understand the tenants desire for a quick resolution, it is concerning that she has chosen to publicly accuse our company of fraud, theft, and retaliationbased on assumptionsbefore our legal deadline has even passed and without allowing us the opportunity to complete our process. We strongly deny any retaliatory behavior.
  Regarding communication, we have not blocked the tenant. We have multiple communication channels in place, including phone and email, and remain available to answer reasonable questions. However, we are not obligated to provide a final deposit amount prior to completing the full review and documentation process.
  Finally, while we acknowledge the tenant provided cleaning receipts, there are still specific concerns under reviewincluding damage related to petsthat must be evaluated as part of our standard procedure.
  We remain committed to a fair and transparent process and will deliver a detailed final accounting on or before the legal deadline. We ask for the courtesy of allowing this process to conclude before further allegations are made.

  Customer Answer

  Date: 05/12/2025

  Hello. At this time I would like to wait until May 29 th to see what deposit amount and explanation is received. I would like the complaint to remain open as it is not resolved. 

  Customer Answer

  Date: 05/12/2025

  I posted a review on ****** detailing what they had done during the 2 years I was their renter. I think its too long to include but it is listed w my full name under the ****** reviews. I have included above their response. I believe an agency who states that it is extortion to expect your full deposit back really says everything that you need to know about them. I am absolutely leaving the review up in the hopes to warn others. Since they have till May 29 to legally return the owed deposit, I see nothing further to do at this time except leave it open until then to address further at that time. Please let me know if you need anything further.  Here is the link to the review 

  Big Bear Properties
  ************************

  Customer Answer

  Date: 05/12/2025

  I posted a review on ****** detailing what they had done during the 2 years I was their renter. I think its too long to include but it is listed w my full name under the ****** reviews. I have included above their response. I believe an agency who states that it is extortion to expect your full deposit back really says everything that you need to know about them. I am absolutely leaving the review up in the hopes to warn others. Since they have till May 29 to legally return the owed deposit, I see nothing further to do at this time except leave it open until then to address further at that time. Please let me know if you need anything further.  Here is the link to the review 

  Big Bear Properties
  ************************

  Customer Answer

  Date: 05/12/2025

  I posted a review on ****** detailing what they had done during the 2 years I was their renter. I think its too long to include but it is listed w my full name under the ****** reviews. I have included above their response. I believe an agency who states that it is extortion to expect your full deposit back really says everything that you need to know about them. I am absolutely leaving the review up in the hopes to warn others. Since they have till May 29 to legally return the owed deposit, I see nothing further to do at this time except leave it open until then to address further at that time. Please let me know if you need anything further.  Here is the link to the review 

  Big Bear Properties
  ************************

  Customer Answer

  Date: 05/23/2025

  Hi I am very confused by it being closed as I did send a message the same day asking you all to leave it open as they had until they 29 th and I sent additional information regarding the ****** complaint. Can you please re open?

  Business Response

  Date: 05/23/2025

  ****,

  We will continue to follow Colorado real estate guidelines, including proper documentation and timely delivery of the security deposit return in accordance with state law.

  Customer Answer

  Date: 05/30/2025

  Complaint: 23300324
  
  I am rejecting this response because:

  While the majority of the deposit was returned, I have cut and pasted the deductions and listed what I am hoping the BBB can help us to resolve

  
  Administrative Fee per lease x2 Credits
  Security Deposit Liability
  Pet Deposit Liability
  Charges
  Administrative Fee per lease x2
  Move out cleaning, 5 hours: Inspection shared with tenant
  Replace basement closet door, hole in door. Hollow core doors cannot be patched only
  replaced
  Repair kitchen cabinet, trim piece left on counter by tenant
  Touchup paint throughout unit (paint touch*** by tenant did not match walls, remove
  nails, repair multiple holes in walls) labor and materials
  Remove items left behind by tenant, several hangers, items fixed to walls, stool in vanity
  area, cleaning products, multiple other items scattered through house
  Individual Refunds
  If you have any questions or concerns, please contact us at **************.
  ******************************************* completed or scheduled by Big Bear Properties
  $2,625.00
  $500.00
  Total Credits $3,125.00
  $60.00
  $175.00
  $165.10
  $20.00
  $257.01
  $150.00
  Total Charges
  $827.11

  -Please explain the admin fee listed? What are these charges for?

  
  Move out cleaning, 5 hours: Inspection shared with tenant

  -I have already provided ample proof that the inside of the house was cleaned. I should not be charged more for cleaning the inside of the house.

  
  Replace basement closet door, hole in door. Hollow core doors cannot be patched only
  replaced

  -There was a hole in the door this is fine

  
  Repair kitchen cabinet, trim piece left on counter by tenant

  -There was a piece that fell of the trim, this is fine

  
  Touchup paint throughout unit (paint touch*** by tenant did not match walls, remove
  nails, repair multiple holes in walls) labor and materials

  -I did no touch up paint. the paint touch *** that did not match were either done by this agency or the prior tenant. I have several ppl from when I moved who can attest to this and that I did no touch up painting.

  
  Remove items left behind by tenant, several hangers, items fixed to walls, stool in vanity
  area, cleaning products, multiple other items scattered through house

  -The item fixed to the wall was a coat hanger, and it was there when I moved in, as was the vanity stool so I left it. I wont be charged 150 to removed hangers and some **** dish soap. 

  
  Regards,
  
  **** ******

  Business Response

  Date: 06/09/2025

  from: **** ******* <*******************************************************> via ******************************** 
  to: "*************************************************************************" <*************************************************************************>
  date: Jun 9, 2025, 4:09 PM
  subject: Big Bear Properties response to rejection: Complaint ID: ********

  Dear Ms. **************** you for your correspondence regarding the move-out charges.
  Per Section 2.2(c) of the lease agreement, a $30 administrative fee is applied for each service scheduled on the tenants behalf. In this case, Big Bear Properties coordinated both a professional cleaning service and dispatched our maintenance team, constituting two separate services. Accordingly, the $60 administrative fee is consistent with the terms outlined in the lease. Regarding the five-hour move-out cleaning, we previously shared the inspection report and accompanying photographs with you. These images clearly document the condition of the property at the time of move-out, including significant grime, pet hair, soiled baseboards, sticky flooring, and other areas requiring attention. Given the size of the home and the extent of cleaning required, the charge applied was reasonable and necessary.
  Additionally, several items were left behind and affixed to walls throughout the property. These exceeded a vanity stool and dish soap, and their removal required labor from our maintenance team. This was also documented in the inspection photos provided.
  While we understand your concerns regarding the charges, we have opted not to pursue reimbursement for the carpet replacement necessitated by pet urine damage. However, we maintain that the charges applied are justified and supported by photographic evidence. Due to file size limitations on the BBB website, not all images could be included, but they remain available for review upon request.
  
  Sincerely,
  Big Bear Properties LLC
  ...
  
  
   4 Attachments
  

  
  

  Customer Answer

  Date: 06/13/2025

  Complaint: 23300324
  
  I am rejecting this response because:

  Big Bear properties at this point has violated SECURITY DEPOSITS - WRONGFUL WITHHOLDING ( ********* 38-12-106)
  Section ********* and  unfair or deceptive trade practice.

  They have withheld deposit money that should have been returned in the amount of over 500 which is a felony (to be itemized below). While I recognized that the BBB cannot take legal action, they can forward along to law enforcement information and I am asking that be the next step for the following reasons:

  -First the company tried to charge me to replace carpet until I provided a letter from the carpet cleaners that they saw nothing beyond wear and tear

  -they are attempting to charge me for a 5 hrs of cleaning that was done and I have well documented. I have additionally included an email from the cleaning company they are attempting to slander that their pictures do not match up with theirs. They have offered to pay me the ****************************************************************** but I have rejected this because they did a beautiful job and the property company is trying to be to lie to keep money

  -lastly the made a very large charge regarding wall hangings that were already there and painting touch *** that that either they or the other tenants had done. This was not addressed above and is untruthful and deceitful business practices.  Additionally they are trying to charge me for leaving a trash can and some cleaning supplies for the next tenants. 
  Here are the deposit amounts that have not been returned as itemized by Big Bear Properties

  175 for 5 hours of cleaning 

  257.01 for repainting and wall hangings

  150 for removing cleaning supplies

  additionally they charged me admin fees of 60 (it said 30 per lease and signed on for a 2 years lease ****** I rented the property.

  i am owed a total of ****** that they have stolen from me through deceptive practices. Below find the letter from the cleaning company and their own invoice. Big Bear Properties has built a pretty good case against themselves in these responses. 

  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Since the summer of 2024, I have been receiving phone calls, daily, about various rental properties associated with Big Bear Properties. I have left voicemails with the business, I left messages with whoever was working frontdesk. I have even talked with the owner to try and resolve the issue, which she said would be taken care of. I still receive numerous calls from people asking about their properties. I am unsure what my next steps would be.

  Business Response

  Date: 02/05/2025

  We want to sincerely apologize for the frustration and inconvenience you have experienced due to the repeated phone calls regarding rental properties associated with Big Bear Properties. This is absolutely not the experience we want anyone to have, and we regret that it has continued despite your efforts to bring it to our attention.
  After a thorough review, we identified an error on our website that inadvertently led to your phone number being associated with our rental inquiries. We have corrected this mistake to ensure you no longer receive these unwanted calls.
  We truly appreciate your patience and persistence in bringing this to our attention. Please do not hesitate to reach out if you experience any further issueswe want to ensure this matter is fully resolved for you.
  Again, we deeply regret the inconvenience this has caused and appreciate your understanding.

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  Thank you for the quick response.
  Regards,
  
  **** *****