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:08/07/2023

  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 rented a place with the Source where the lease was due to start August 1st. The evening prior, I contacted ********* about putting stuff in the garage. Upon arrival on July 31st, the garage was disgusting, hadnt been swept, garage door was busted, there were spiders all over. Also, my 4 year old son found a pot bong on a shelf. I contacted the ** & let her know my concerns. She was downright rude and patronizing. Upon move in, the house was disgusting, 90% of the light bulbs were dead and the light bulbs left behind for replacement were far from enough. The walls of every room had a sticky residue and there were spiderwebs in every corner, not too mention spiders/spiderwebs on every window/window sill. The range hood of the oven was beyond disgusting and didnt even work. The toilet downstairs has been broken obviously long enough the prior tenants had duck taped a piece of rope to the flusher that was disgusting. Behind the toilet smelled like puke. The upstairs toilet has a cracked lid. The dryer does not work and there are two holes in the dryer vent. Whoever cleaned the house did not even move the refrigerator to clean the floor under or behind it. The thermostats were all unreadable. The back yard and side yard had trash leftover from the last tenants. There was a yellowjacket nest under the air conditioner and I was stung within 5 minutes of coming on the property. I spoke to my ** and her boss and they basically told me its my responsibility to fill put a work order for every thing broken or unclean. Which is EVERYTHING and this should have been done prior to me moving in. As of now, the only thing that has been taken care of is the hornets nest. The cleaner comes tomorrow to re-clean the house but I am suspicious of whether it will be any better-this place needs a weeks worth of deep cleaning, especially the garage. I filed a complaint with the health **** as well.

  

  Business Response

  Date: 08/31/2023

  Thank you for taking the time to leave this complaint. 

  I have spoken to my team regarding this and on behalf of the Source we apologize for your experiences.

  All of your concerns  and items that you reported have been addressed, the Property Manager walked you through the process of submitting work orders, and the Property Manager submitted the first few work orders so we could assist you with the issues.

  If you would like to discuss this more, please reach out to me via email - ****************************************.

  Thank you.

   

  Customer Answer

  Date: 09/06/2023

  Complaint: 20431654
  
  I am rejecting this response because: as of this last weekend, I found a snake den in my backyard. There have been 5 different snakes seen between my yard and garage. 2 were killed by a family member(I'm certainly NOT getting near snakes). That individual also broke up the rock near the area he suspected they were hiding and also placed snake repellant everywhere--btw, snake repellant does not work to repel snakes, but does offend them enough to look for a place to get away from it, usually inside a house/garage.This weekend, a friend went out to check out the area of the broken rocks and clean up the snake skins there for me and discovered a snake den, he personally saw "at least" 3 snakes go into a hidden hole. We tried boiling water and ammonia and he was able to kill one snake. Yet, there is still snakes going in and out of the hole. So, what does my property manager do? SENDS THEIR MAINTENANCE MAN TO USE THE SAME REPELLANT I BOUGHT AT *********** The stuff that chases them INTO my house. WTF! The ** stated it was $159 per snake to remove by a professional. I don't give a c*** of the cost, this is their problem because their place was filthy and unkept when I moved in, there is likely mice and/or rats in/under/around the house. Time to take legal action. Spent the afternoon at the health department sharing the pics and videos of my move in experience and sharing the new snake issue so they can come out this week and do a rental inspection. My entire day gone and the cost to the ** now that I have legal counsel is probably far more than a snake remover. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/07/2023

  I wanted to give you an update on the snake situation.
  

  We had one of our general contractors go out yesterday and put down the repellent, this was our first step.  
  

  We have confirmation that it was successful.
  

  I understand your fear and concern regarding the snakes, if you can provide me with photos that they have come back, we have a pest control company ready to go.
  

  Thank you for your time yesterday to go over your experience so far, but I also want to point out my team has been extremely responsive and attentive to the issues you have reported.  We have also addressed and went out of our way to make you and your son's home as comfortable as possible.
  

  
  

  Customer Answer

  Date: 09/07/2023

  Complaint: 20431654
  Curious as to how you have confirmed the snakes have left the property, have you gone into the crawl space yourself to verify? Have you actually evaluated the den area, closed it off or dug it up to verify there are no snakes? And it's very interesting that the repellant was placed yesterday afternoon at around 3 pm, yet you have confirmation that it was successful...hmmm, but no-one has actually been back to the house to search for snakes since(I do have 3 video cameras alerting me of anyone in the yard, driveway and at the front door). I find it a bit laughable you feel it's appropriate to make that blanket statement based on zero factual evidence you can provide me.

  Please also share with me(us) the credentials that your general contractor has in removing pests, including his license number in that area of expertise.
  
  What you did yesterday actually likely made my issue WORSE. Having actually spoken to a snake remover myself-(something it does not seem you did at all).. and nor did you listen to me, obviously, because I shared these EXACT points with you:
  1. Snake Repellant is gone and null and void as soon as it gets wet-so, rainfall, sprinklers, any moisture deems it null and void
  2. ***** Repellant actually offends snakes to where they seek inward safety and retreat for themselves, NOT outward. You likely sent snakes into my home or garage, now putting mine and my sons safety at a higher risk.
  
  Catherines texts, if you actually read them will make clear there was a LICENSED/CREDENTIALED individual available yesterday to evaluate the situation and take care of the problem professionally. The Snake remover did not give ********* a quote, though, she gave me a quote of what I WOULD HAVE TO PAY if I want them removed because apparently you are obviously not willing to spend money on a professional to keep your tenants safe? 
  So, instead , you had an unlicensed, non-credentialed general contractor buy some $10 snake repellant at ********** and believe this is adequate? I think if you read my original message you would see I spent $60 on multiple bags, sprays and pellets of snake repellant that obviously did not work the first time. 
  *********'s other reason for not hiring an actual snake remover was that ***** could get there immediately, yet, he didnt put the repellant(aka attractant) down until after 3:00 pm, when I came home to grab a few things before I picked up my son.
  As usual, your interventions are not reflective of a safe and ethical property management company and Im curious to know if the owner is aware of the mismanagement I have had to deal with from day one, along with the rudeness as well?
  I am currently staying in a hotel, I have spent an incredible amount of time and now money on this issue. It is unconscionable and unacceptable. I am not yet comfortable staying at my house and far from comfortable at your continued lack of ethical and responsible interventions for my safety and my sons safety. There will be a rental inspection conducted by a code and compliance inspector from the *************************** coming to evaluate the property regarding the snakes, as they are well aware of what you have and have not done. 
  In regards to where to go next dealing with this situation, you can likely sense I am not happy, so dont expect it to be cheap. I do not trust you nor your team to keep us safewhich is why I have hired legal counsel, yet, another expense in this ongoing nightmare. 

  In addition, your attempt at trying to convince me that you and your team have gone out of their way to make us comfortable as well as being "extremely" responsive and attentive is a vast misrepresentation of the situation and facts. Your PM company literally moved the last tenants out of the property on July 31st and had my lease starting August 1st. My guess, from the track record seen above as well as on other social media sites where you seem to be unpopular as well, would indicate that you likely kept the last tenants full deposit and had my son and I as new tenants moving in within what--an 18 hour turnaround, I feel like 24 hours is pushing it. Where did their deposit go? You certainly DID NOT use it to adequately clean the house, you certainly DID NOT use it to ensure that the toilets were in functional order(hello? a rope duct tied to the flusher?), You DID NOT use it to make sure that all of the appliances were clean, nor did you ensure they were in working order, you DID NOT use it to make sure the yard was clean and free of pests nor debris that attracts pests, as I was stung by a yellowjacket immediately upon entering the back yard and there was debris a trash in the unkept yard.

  There was urine, f**** and puke on the wall, no weather stripping on the doors to keep critters out, as you know, I could go on and on and on.  You actually did not take action to fix the majority of things until AFTER I reported to BBB and the health department. I am not going to praise you for being reactive and having to take care of things that should have been done PRIOR to my move in date. Hoping in the future you will be PROACTIVELY RESPONSIBLE with others. Being reactive and acting like you have bent over backwards to accommodate my son and I just adds to my frustration. As you know I have hired legal counsel and literally do not have the time to continue this battle of whits and words while I, myself am in ********** and trying to raise a son. You will soon have direct contact with my lawyer. 
  Mikaela 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/08/2023

  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.

  Lots of black mold that I cleaned up myself, poor heating system, peeling paint, sub flooring issues (creaks, warped floor). Unresponsive/ poor communication from management, scheduling service outside of requested time slots. Text messages about scheduling and maintenance requests ignored.

  

  Business Response

  Date: 02/09/2023

  Thank you for the opportunity to respond to your concerns. Our management team is dedicated to excellent customer service and providing prompt responses to questions. One of our jobs is to help resolve maintenance issues as efficiently as possible based on law, contractual agreements (leases and management contracts), sound policy, and strong ethical principles. Prompt resolution to maintenance problems promotes tenant satisfaction and ensures the property remains at its best.

  I have completed a detailed examination of the circumstances surrounding your complaint. This review included all of the time-stamped written communications (text messages) between you and our employee, all of the work orders you've submitted since we took over management of the property, testimonials from our staff explaining their interactions with you both at your residence and in our office, and your interactions with vendors sent to your home to fix emergency problems.
  

  I recognize your dissatisfaction with the answers you received and your disagreement with our plan to address some of the maintenance issues you described. However, based on my review of the time-stamped communication, there is no evidence of ignored text messages or other delayed and unresponsive communication from our team. Our responses to your inquiries were timely and appropriate.
  
  We will continue to work with you to schedule vendors to assess and address maintenance needs in your home. You'll receive another communication in your tenant portal with a proposed date for a manager, owner, and vendor walk-through to view outstanding problems and determine what will be needed to complete repairs. You will not need to be present, but you can be.
  
  Please refer to your lease agreement for additional information on your responsibilities as a tenant, specifically the restrictions on making any modifications to the property without prior authorization. The lease also outlines our responsibilities as the property management company.

  Thank you for your assistance and flexibility as we work to coordinate everyone involved in maintaining the property.
  

• Initial Complaint

  Date:11/21/2022

  Type:Billing 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.

  On July 31, 2022, I vacated a property that was managed by The Source. My original lease was completed by the actual property owner's representatives on August 1, 2020. The Source took over the managing of the property while I was already a tenant on 11/17/2020.There was no move in checklist completed upon my move into the property nor was one completed when The Source LLC took over the management of the property. Therefore, there are no legal documents to support the condition of the property upon my move in to compare to the condition of the property upon my move out. I was told by the Managing Broker that since there was not checklist most things would be considered normal wear a tear. I have been in constant battle with the property manager and followed all necessary dispute processes to obtain my security deposit that was withheld since 9/26/2022. I volunteered to pay a cleaning fee of $160 and an extra carpet cleaning fee of $355 for pets, however I am still owed $195. The Managing Broker is saying my case is closed. They have not provided itemized detail of what I am being changed $195 that is above normal wear and tear. As far as I can tell I am being charged for replacement or fixing of things that were already damaged upon my move in. Per Colorado Rev Statute 38-12-103 the landlord is required to explain/provide an itemized detail of charges deducted from the security deposit. Because of the turnover of property managers, the unprofessionalism and lack of training/knowledge, I would not recommend renting a property from them nor hiring them to manage my property.

  

  Business Response

  Date: 11/29/2022

  Thank you for the opportunity to respond to the concerns of one of our former tenants. The complainant demands a refund of $195 of the security deposit we used to pay for minor damage to the property discovered after she moved out. I have carefully reviewed the circumstances of this unique case and considered all perspectives. While I  disagree with many of the statements she made in her complaint, I recognize areas we can improve when facing similar circumstances in the future.
  
  Our staff is committed to providing outstanding customer service to our property owners, tenants, and vendors. Most importantly, we are dedicated to always doing what is right. To achieve these goals, we constantly review and adjust our processes to improve customer experience. To resolve this dispute as expeditiously as possible, I have asked our accounting department to refund the complainant $195. 

  Customer Answer

  Date: 11/30/2022

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

• Initial Complaint

  Date:07/06/2022

  Type:Billing 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.

  We rented a unit from this seller. I notified them via email when my fiancé was moving in and asked them how to add him to the lease and they never responded. Then during an inspection they noticed the cats had pulled a bit of carpet by the doorways. They refused to renew our lease despite proving that we initiated contact to add my fiancé to the lease and despite offering to pay for carpet repair ourselves. When we moved out we made sure everything was properly cleaned and hired a handyman to do any repairs. They failed to set up a walkthrough with us and then said they want to keep part of our deposit for cleaning expenses claiming we left a mess. Their proof is in the form of very closeup and misleading photos. A crack in the microwave that was there when we moved in as well as a small discoloration on the microwave. Any small that was already there when we moved in they are trying to charge us for plus normal wear and tear (Some mildew in the shower that we couldn’t scrub out ourselves AND was not white when we moved in!) I couldn’t even tell it was our unit in some of the photos because they are so closeup. We paid over $500 to a contractor to make sure they wouldn’t have an excuse to keep our deposit and now they are trying to do just that with misleading and possibly fraudulent photos all for the sake of pure greed. All I want is my deposit back minus the $200 already promised for carpet cleaning. I have copied out handyman receipts and moving costs we had to pay.

  

  Business Response

  Date: 08/01/2022

  Hello Clay,
  
  The tenant had an unauthorized occupant and the unit was not clean upon move out. I took multiple photos documenting the uncleanliness. We will review carefully the move-in inspection and compare it with the move out condition. We are also very mindful of normal wear and tear. The tenant will neither be charged for any damage that existed at move in nor any normal wear and tear. 
  
  Please let me know if you need anything else.
  
  Candy
  Associate Broker / Property Manager
  The Source Property Management, LLC
  Office: ************

  Customer Answer

  Date: 08/01/2022

  Complaint: ********
  
  I am rejecting this response because: I notified them that I was getting married and asked how to add my husband to the lease. I even sent them the email with date and time stamp from before he moved in. We cleaned the apartment thoroughly but they took pics of every little small spot including a crack in the microwave that was there when we moved. Aside from under and behind the heavy appliances everything was either already there when we moved in or wss as normal wear and tear.  Yes, behind the stove and fridge were dirty because we couldn’t move those heavy items ourselves. They should state in their lease that they will only accept the type of cleaning done by a professional. 
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 08/04/2022

  Good evening,
  
  Thank you for the opportunity to respond to the concerns of one of our former tenants. Based on the information in the complaint, the complainant is upset that we did not renew their lease, and they were charged to bring the property back to the state it was when they took possession. The former tenant disagrees with our assessment of the status of the home after they left. Hopefully, this communication will mitigate some of these concerns.
   
  Per our lease agreement, the tenant must leave the property in the same condition it was received - a condition documented and acknowledged by the tenant after taking possession at the beginning of the lease term. As is customary during the move-out process, The Source staff took over 170 photographs documenting the property after these tenants moved out. We hired vendors to bring the home back to the same state it was when the tenant took possession so it would be ready for the incoming residents. The maintenance costs (invoiced by the vendor) were deducted from the tenant's security deposit.
  
  The security deposit is held and used to ensure the property is returned to the state it was when it was rented (besides normal wear and tear). We use the security deposit to pay vendors as needed. The Source does not collect additional fees or "upcharge" the vendor's invoices. Based on our current business model, we do not profit from maintenance-related services.
  
  There is a concern about whether or not The Source provided a timely response to the former tenant's request for information about adding a person to the lease. We aim to respond to every inquiry in a reasonable amount of time. Based on my review of our documented correspondence between the former tenant and The Source, we may not have met our timeliness standard in this instance.
  
  Our leases do not automatically renew upon their completion. The tenant had possession of the property for the entirety of the lease. Additionally, she was given three months' notice that the lease would not be renewed. The tenant was informed in writing that there would not be a joint walkthrough of the property and was given detailed move-out instructions, including a document titled "Cleaning and Damage Charge Prevention" that details move-out expectations.  
  
  The Source staff is committed to providing outstanding customer service to our property owners, tenants, and vendors. We constantly review and adjust our processes to improve our customer's experience. We welcome further discussion to ensure the complainant has the information she needs to understand our procedures and address her concerns.
  
  --
  Adam M**********
  Director
  The Source Property Management, LLC
  Phone: ************
  Fax: ************