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:11/14/2024

  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.

  At our showing with a 3rd party non-family and not party to the lease present. The property manager told us that ************ has a whistle ban for the train. We selected this home despite the location based on this whistle ban and we were looking for a full deck to host and a fenced yard. This checked all the boxes. The whistle ban was abolished in 1991 so that was a lie The deck collapsed with ***** standing in it and was not replaced. It was only replaced with a staircase. Our dish washed has not worked since we moved in and they have stated it works and they will not be replacing it. They have also stated if we wish to leave despite being lied too that we will have to pay *************************************************************************************** the morning to the point it has woken the dog up and thats how we found him. The roof has been leaking since we started and they claimed to have fixed it. They also removed us from the landscaping list despite it being apart of our lease.

  Customer Answer

  Date: 11/15/2024

  At our showing with a 3rd party non-family and not party to the lease present. The property manager told us that ************ has a whistle ban for the train. We selected this home despite the location based on this whistle ban and we were looking for a full deck to host and a fenced yard. This checked all the boxes. The whistle ban was abolished in 1991 so that was a lie The deck collapsed with ***** standing in it and was not replaced. It was only replaced with a staircase. Our dish washed has not worked since we moved in and they have stated it works and they will not be replacing it. They have also stated if we wish to leave despite being lied too that we will have to pay *************************************************************************************** the morning to the point it has woken the dog up and thats how we found him. The roof has been leaking since we started and they claimed to have fixed it. They also removed us from the landscaping list despite it being apart of our lease. When the gas company installed the gas lines for our stove the man also told us that if the city knew how the gas lines were ran the house would be condemned because a house with the exact same set up blew up in ponte vedra 2/3 years ago and they banned it. Also is our house owned by skinner jones or coastland. There are two entities all owned by Ed ****************************

  Customer Answer

  Date: 11/19/2024

  EMAIL MONDAY 11/18/24 11:53 PM

  Are they able to also confirm whether the house is owned by: The living trust, Ed *********************** or one of the two businesses registered to the address??

   

  We just want to be able to set a 30 day time line and leave without paying out of the lease or covering the cost of their renters gap. Because they straight up lied and then couldnt maintain the house as was on top of the lies. Its just crazy please can be treated this way. 

   

  Previous comment meant to say the has company came out and said the city could condemn the house if they knew about it** this has been so overwhelming and the house has had non-stop work done on it since we moved in but nothing was to accurately replace or fix the issues we had. They wouldnt even lower the rent when we asked them to because of the train horn. They said $60 a months wont turn off the train horn.. They even told the landscaping company to remove us from the list for a period of time.

  Customer Answer

  Date: 11/19/2024

  We were also told by the initial maintenance man that the owner doesnt want to put any money into fixing these properties because he plans to sell them to apartment complexes within the next 5 years. That guy was eventually let go and they brought on another one who did not fix the deck to be as was. The owner was even here at one point looking at the broke deck and laughed to our faces about how the broke deck (that fell while it was being stood on) was so small that replacing it with only a staircase wouldnt make a difference.

   

  We picked this house for the deck and yard. I may not be a skinner which one of the richest families in this area but a deck that holds a patio set is a deck to me.

  Business Response

  Date: 11/26/2024

  The current tenants (****** ****** and *** *******, **** commenced their lease on June 22, 2024, with the expiration of the lease being May 31, 2025. We always work with our tenants and provide multiple options when they are un-happy, but these two tenants are unreasonable, and simply want rent to be cheaper.

  I will address the points mentioned by the Tenants, and how we have tried to work with them to resolve the issue.

  1. The complaint is against Coastland Group, LLC who is owned by *********** ******. This company is hired to assist the  owner (landlord) as a consultant on multiple projects and assets/asset types. Any complaints should be filed against the appropriate company as stated in the lease.

  2. Lease agreement: This is a lease agreement issue and in our opinion is not a BBB issue.

  3. Train Noise: The property is located directly next to the train track and with that, there is noise. The tenants state the noise is the main reason they want to move out. Within a month we understood these tenants are impossible to please with many calls late into the night and small request which required multiple visits. We offered the Tenants at that time the ability to break the lease, which is clearly stated on a separate early termination addendum. In addition, we offered the willingness to re-list the property for rent and find a replacement tenant with less of a termination fee. The Tenant denied due to "Additional moving costs", "rent for a property less than 12 months would cost more"... the tenant is studying to take the law school exam and may start school in a year and so they wouldn't want to sign a new 12 month lease. 

  4. Deck: The Tenant stated the entry deck was rotting in a few areas and we met on-site to see it. After looking further, we determined a full replacement would be best. We explained this will cause disruption, require multiple visits, and that we need to determine the size of the new deck. Upon obtaining quotes we reduced the size of the deck. The lease states the Tenants accepted the property in "As Is" condition with no warranties or promises expressed or implied. The tenants accepted the condition of the property, however we did replace the deck.

  5. Dishwasher: The appliances are high-end appliances throughout the house. The dishwasher is a dual draw dishwasher, and is slightly different. After receiving a call on this item, we had our long-standing appliance repair person on-site. They replaced both rotor motors ($430), and made sure it was working. The tenants still struggled with the dishwasher and we had the appliance guy back to show them how to use it. We have used this appliance repair person for years and only had good experiences. 

  6. Rent reduction: The Tenants continue to add items wrong with the property since moving in, and continue to wait until one item is fixed to name another. Given that we cannot overcome the main item (train noise) we offered them options to leave, which they denied. a small rent reduction will not overcome the noise (which has always been there).

  6. Termination: The lease has a separate termination addendum which is signed separately. Within 60 days of moving in we offered a greatly reduced termination option as we determined there is no way to make this couple happy. We value our time, and realized these tenants will continue to create issues after fixing the issue presented. They have complained to multiple agencies, utility companies, and our sub contractors. Our sub-contractors are now unsure of coming back to the property. The Tenants want to move out around the Holidays, on their own terms, and with no further obligations and a full refund of deposit. This is not reasonable.