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:07/08/2024

  Type:Product 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 ********************************************************************************** for 3 years. We were NEVER late on the rent and were often praised by the property manager for how clean we kept the property. We requested information on the interior paint brand and color multiple times (and have emails to support these requests) and never received the correct information). We paid a deposit of $2,245 when we moved in and a $250 pet deposit the 2nd year. When we moved out, we purchased paint to match the walls as best we could and painted the walls and all of the trim in the house. We also paid ******* Steamer ~$300 to clean the carpets. The day of the inspection, InTop brought in a vacuum, vacuumed the carpets and stated they were not clean, and I should get my money back. I was leaving for ************** that day and they knew that, as we had bought a house here. Over the next two weeks, InTop rescheduled ******* Steamer 4-5 times and would not let them reclean the carpets because InTop stated they do not clean the carpets correctly. They also stated the paint was not the right color and had to pay someone to come in and repaint. The charged up $360 for the paint and $213.75 for the carpets. I pointed out that they had a $250 pet deposit they could have used for the carpets, but they stated it wasn't used for that. They then sent us a check for the balance refund but instead of being for $1,671.25, it was for $1,617.25. I sent them and email and asked for a correct check. That was 3-weeks ago and still don't have that. This is ridiculous and I have had enough of these tactics. We are 700 miles away and can't just drive to the office, so we need assistance, please. How can they treat families like this? And how can they not use a pet deposit properly?

  Business Response

  Date: 07/21/2024

  Dear *****,
  

  Upon reviewing your account, here is a summary of recent events. When you vacated the premises, you left behind a newly built house which you attempted to paint and clean. Unfortunately, the paint applied was of an incorrect brand and texture, resulting in an unsatisfactory appearance. Consequently, we have had to repaint the affected areas. Please refer to the attached pictures for your reference.
  The lease clearly stated: "Carpets, walls, floors, appliances, bathroom fixtures, and other areas of the Premises have been cleaned and are ready for the new tenant. Tenant shall provide valid proof that the carpets were professionally and completely cleaned (make sure the cleaning is done after your vacancy so the cleaning is thorough); and if pets were allowed, professionally treated for ticks and fleas."
  Regarding carpet cleaning, as discussed via email, ******* Steam did not adhere to the standard procedure. Despite our instructions, they did not complete the cleaning adequately. During our walkthrough with you, our manager vacuumed the carpet in your presence, revealing significant cat hair. You acknowledged that ******* Steam's cleaning was inadequate. On May 8th, you informed us of your unsuccessful attempts to reach ******* Steam for resolution. Despite our manager's efforts, including multiple appointments and follow-ups, ******* Steam failed to meet their commitments. This included missed appointments and incomplete work even when a technician was present. As a result, we were compelled to engage another service to perform a thorough deep clean.
  

  We acknowledge the error in the check where the written amount differs from the numerical amount. We will promptly rectify this discrepancy by issuing an additional payment to cover the difference.
  We appreciate your timely rental payments and understand your perspective. However, it is our responsibility to uphold the terms of the lease and ensure property maintenance according to policy.
  
  Thank you for your attention to these matters.
  
  Best regards,

  InTop Property Management LLC

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21954767
  
  I am rejecting this response because: If you read through the emails I attached, we requested the paint information for months and did go to Lowes and purchased with our own money, ******************************* paint for the walls and trim, only to be told by *************************** that we needed to have gone to a ******************************* store to have gotten the correct shade.  The trim was fine, he said, but not the walls.  We were NOT told that before.  ***** also told me from Day-1 to get a refund from ******* Steamer because they didn't know how to clean carpets, sent me a copy of some CRI 205 Residential Carpet Standard for Maintenance & Cleaning and I was on the same text alerts that he was when he was scheduled for those carpet re-cleans and he never showed up - it was not ******* Steamer that didn't show up.  I finally spoke to the manager, who spends most of his time in the field meeting with customers - because it is required as part of any refund process for the manager to meet with the customer first and try to resolve the issue - and ***** refused to meet with him. They also had a pet deposit they could have used to cover the cost of the re-clean.

  We cannot deposit the check because what is written in the amount numerical amount does not match what is spelled out in the written amount.  One is one thousand seven-hundred sixteen and change and the other is backwards.  The bank will not accept it as it is hence, we need a new check.  It has now been 3-months, so we actually want interest on our money.  I have had it with this property management company!

  I tried to be nice, and we took excellent care of the property only to be treated terribly.  And, they also held on to an expensive piece of my mail until the **** seller threatened them and then all of the sudden it showed up back in the mailbox.  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/22/2024

  This file should open - The other I had issues with 

  Business Response

  Date: 07/30/2024

  DearTammy,

  We apologize for any inconvenience you may have experienced. As you agreed we reissued a refund check with correct numbers ,it has been mailed to you and record shows you received.
  Please confirm you have received check. If you have any further questions or need assistance, feel free to contact us.
  We appreciate your patience and understanding.

   

   

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21954767
  
  I am rejecting this response because: I already provided adequate documentation and information that InTop Properties never attempted to resolve the carpet situation with ********************** and also had a $250 pet deposit they could have used to reclean the carpets instead of taking the additional funds from our deposit.  I also showed that based on inadequate information, we applied ******************************* paint to the walls in the color we were told "from anywhere ******************************* is sold." and not told he had to obtain the paint from a ******************************* store for the paint to be a perfect match.  I received every text that InTop did from ******* Steamer and InTop was a "no show" 5 times.  When I spoke to the manager at ******* Steamer, the could not refund my money because they had not been given the opportunity to reclean the carpets.  ***** from InTop told me to ask for a refund from Day-1 because he had no intention of letting them reclean the carpets and if that was the case, they had a pet deposit they could have used.  That is what it is for.  We treated that townhouse like it was our home and I have emails where they praised how clean we kept it and then they basically refuse to correctly refund our deposit for 3-months after claiming almost $600 of it, knowing we were 700 miles away. And the last straw, we asked them to make out the check to my daughter ONLY - multiple times.  They made it out to all three of our names AGAIN.  It was their last way of being 'nasty' one more time.  Unbelievable!  Accept this as resolved?  No way!
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/30/2024

  I forgot to mention my daughter's uncle drove all the way up to their office to pick up the check and we told InTop he was coming, and they were conveniently not there when he got there.  How nice is that???

• Initial Complaint

  Date:05/01/2024

  Type:Product 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 were renters at a Townhouse at **************************************************************************. We moved out at the end of February and they still have not returned our security deposit in spite of us emailing them and calling them to request that they do so. They should have done this within 30 days.

  Business Response

  Date: 05/17/2024

  Dear *****,

  We sent the claim letter to you but did not heard you, as soon as we received your response, we sent to check out, and you have cashed out,  please see it attached.

  Business Response

  Date: 05/21/2024

  Certainly! Here's a revised version of the letter:
  
  ---
  
  To Whom It May ******************* security deposit was $2450, and a non-refundable pet deposit of $500.

  We are charging $100 for house cleaning that was not completed by the tenants. Additionally, the tenants did not maintain the water filter for the refrigerator, did not arrange for professional carpet cleaning as required by our lease agreement, and did not perform necessary touch-up painting on the walls.
  
  As always, we sent out the move-out instructions to the tenants when they gave notice of their departure. We hope you understand that we are simply fulfilling our responsibilities and adhering to the terms of the lease agreement.

  We submitted response but haven't hear from you yet, let us know if you have any questions.

  Sincerely,

  
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