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:12/31/2024

  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.

  Since September of **** I have had problem after problem with this leasing company. A leak in my bathroom started and the company agent would delete my maintained requests from the portal altogether as to avoid sending out anyone to repair the problems. I sent multiple emails, texts, voicemails. No one would return any of them. The company sends out a late fee and an eviction notice VIA email demanding tenants to vacate residence within 3 days if rents late. My water bill has been sky high due to lack of repair. When I finally get a person to come out for repairs after weeks they slap a band aid over the problem and disappear to obtain rent. The problem is so out of control that multiple sections of flooring is damaged and continuing. I’ve sent lists to the company pertaining to the issues and they won’t address anything or repair anything. I have no where else to live at the moment and I want my money back so I can move into a home that’s safe to live in. The floor is going to eventually fall through in the bathroom and it’s making its way into my daughter’s room. I have three children on my own. I do believe I am being taken advantage of entirely due to being a single mother and lack of male presence. There’s a potent smell of sewer emitting from the bathroom that needs repair no matter how much I clean it. You can now see the floor shifting under the vinyl. I will be reporting at every agency . I need help and I have rights.

  Business Response

  Date: 01/08/2025

  Mrs. ****,

    We have received your recent correspondence regarding the condition of your unit and appreciate the opportunity to address your concerns. While we understand your frustration, we must clarify some key points regarding the situation to ensure transparency and accuracy.

  
  Maintenance Access and Repairs:
  Our records indicate that our team has made multiple attempts to address the issues reported through work orders, including the plumbing leak. However, we have been unable to gain access to your unit as required to perform these repairs. It is our policy, as outlined in your lease agreement, that tenants allow reasonable access to the property for necessary maintenance and repairs.
  We also contracted ******** ***** *** ***** ******** *******, which completed the plumbing repairs as previously scheduled. We take maintenance requests seriously and strive to resolve them promptly, but repairs cannot be effectively carried out without access to the property.

  
  Next Steps:
  To ensure that all remaining concerns are addressed, we propose the following:
  Scheduling a Repair Visit: Please contact our office and also email your property manager to coordinate a time for our team to access your unit. We are happy to work with your schedule to find a mutually convenient time.
  Lease Agreement Compliance: We kindly remind you of the requirement in your lease agreement to provide access for necessary maintenance. This ensures we can maintain the property in a safe and habitable condition.

  
  Commitment to Resolution:
  We are committed to resolving these matters and maintaining a respectful and cooperative relationship with you as our tenant. If you have additional concerns or require clarification, please do not hesitate to reach out to us directly.
  Thank you for your attention to this matter. We look forward to resolving these issues promptly.

  Customer Answer

  Date: 01/12/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  The multiple work order attempts have no relevance to the current situation at hand. I know nothing about any work orders until ******* ** **** when I went to give agent my key to make a copy of because it was stated that DoorPost inadvertently lost the key to my home which is the latest reason as to why maintenance can not repair the home. As you are correct as stated in the lease it is required to have access to the home. It is not my fault as a tenant that the company lost the key to my home and it was just brought to their attention. I did follow through on my part to make sure this was resolved in a timely manner might I add. I also want to add that I am home two or three times per month during the week that all repairs could have been scheduled but I was never even given that option to have anything done within my schedule. There were times where I have also requested someone to come when I was home from my job after 5pm and that I was told absolutely not because then they would have to pay their maintenance after hours pay and that’s not happening. I have been more than cooperative for two years as I’m watching the lack of repairs get worse within the home. All I want is them to be repaired in as timely as a manner as I have been with my patience on every matter. As well as the plumbing orders that was from **** around ********* or *******. I have had so many more requests since then. This is **** we’re discussing. I am actually terrified to make requests anymore because none of them are ever acknowledged or properly addressed and actually fixed ever. I am in fear of retaliation against me from this company. I am a single mother with three young children and I just am trying to maintain a suitable place for us to live and get by. We have no other place to live. 
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/13/2025

  Claim Rejection:  Doorpost has continually sought to care for and serve this tenant in a manner that provides professionalism and timely service.  The tenant has, on multiple occasions, not provided the company with the necessary information or availability per our normal working hours and/or per standard protocol which has been addressed with all tenants at the time of their lease signing.  Only after their original claim with BBB did they begin a more mutual cooperative effort.  

  Mrs. ****,

  Thank you for your continued communication regarding your concerns. I appreciate the opportunity to address the issues you’ve raised and provide clarification.
  Upon reviewing our online portal, we have not found records of the work orders you referenced. Please understand that our systems are designed to efficiently manage and track maintenance requests, ensuring timely service. It is important to use the online portal for submitting work orders, as this allows us to document and prioritize your needs appropriately.
  When procedures are not followed, it can limit our ability to serve you effectively. We kindly request your cooperation in utilizing the systems in place so we can address your concerns as efficiently as possible. If you need assistance navigating the portal or have questions about the process, we are more than happy to provide guidance.
  Our team remains committed to ensuring your home remains a safe and comfortable environment. Thank you for your understanding, and we look forward to working collaboratively to resolve any outstanding concerns.

  Additionally, I understand your concern regarding retaliation. Please rest assured that we are a professional and reputable company committed to serving our residents with the utmost respect and care. Retaliation is not something we condone or practice under any circumstances. Our priority is to address your concerns promptly and to ensure that your home remains a safe and comfortable environment for you and your family.