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:12/09/2022

  Type:Sales and Advertising 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 am currently leasing with this company. However these company has horrible communication I have had a lease with them for the past three years and I just currently signed my new lease. I signed the new lease knowing that this company is really really unprofessional however for the sake of my child I did not want to move and relocate her having to change schools being that this is her last year in elementary. I have had several complaints about maintenance issues however these complaints are not taking serious by the company. I had to make several maintenance requests before I can get someone to come out and fix some thing. Even sometimes when I make a request I get an auto email stating that my request has been canceled even though the company had not fulfilled the request. There have been several management changes since I have to stay in this unit how many I cannot tell you but I know there has been at least three staff changes. Any time this company is seeking payment then there is no issue with communication. Every time the rent is due or going to be late you receive constant reminders about those issues. Even when I called the companys phone no one ever picks up unless I choose the option that I am a owner looking for property management. That lady has picked up the phone a couple of times for me and was helpful those times however she has not always been here and youre not always able to press her prompt when you call. With all the issues that I am having with this company the rent continues to increase on the annual basis. When I moved here I was paying $1250 Right now the rent is $1550. I even paid throughout Covid I never asked for months off. I feel that this company has a lack of respect as well as a lack of care when it comes to the tenants who occupy these properties. I am very dissatisfied with the service that I have received from this company over the years I think that these companies should be penalized or punished.

  Business Response

  Date: 02/14/2023

  Thank you for your email and the attachment. Upon review all workorders for the home have been completed and responded to within 72 hours. Our Maintenance coordinator has reached out to the tenant and the tenant stated she will enter a work order at a later time , that she recently noticed a leak over the weekend.

   

  The tenant continues to pay late causing additional fees to the rent, now being filed under eviction.

   

  It has been brought to our attention that the Tenants have received multiple violations from the *** for not abiding by the community rules and regulations. The tenants were just recently charged by our vendor for having to move furniture which was the tenants responsibility to do during a work order repair. Because these are individual homes there is a tenant responsibility aspect that goes with the contract that the tenants are responsible for. As for the increase in rent this is data driven by the market and the tenants are given ample opportunity to deny the increase and move.

   

  We are not willing to lower the rent or give any discounts for this home. In the case the tenant can no longer afford the home they will need to give notice per the contractual terms of the lease.

   

  Thank you in advance,

   

  ****

   

   

• Initial Complaint

  Date:10/05/2022

  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.

  Dreamstone has gone through several staffing changes in the last few months. With each change, their communication has worsened. I have now sent them 5 emails in the past week, filed an online request for contact, made several phone calls, and left a voicemail. None have received a response. They evicted one of my tenants in August but sent me no communication on the issue or the eviction. That was almost 2 months ago and they have yet to contact me about placing a new tenant--one of their responsibilities as my property manager. They were also supposed to complete some time-sensitive maintenance requests as mandated by the City. They got quotes for the work and I sent them the funds back in August but I have received no confirmation or proof of work completed.

  Business Response

  Date: 10/18/2022

  This issue is corrected .

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18172101
  
  I am rejecting this response because:

  1. Someone, *******, did contact me to discuss and scheduled a call for a Friday October 6th. However, he never joined the call and I have yet to speak with him or anyone else on the phone. 
  2. I sent him an email immediately following the missed call (on Friday morning) and he did not respond until Monday Oct 10th after hours (5:30 PM) with an email. He did not make any attempt to reschedule the missed call. 
  3. I also sent an email on Oct 18th which received no response. I followed up today and will hopefully gain additional information. 
  
  To date, I have a duplex which I am paying them to manage, yet they are incapable of doing so. They refuse to provide me with timely information on my tenants and a pending eviction. The eviction was filed in August, for which I was charged several hundred dollars. Apparently as of October, the tenant has not yet vacated and Dreamstone is doing nothing to remediate the issue. 

  Sincerely,
  
  *******************

  Business Response

  Date: 11/01/2022

  Hi ******! Our apologies for the lack of communication from our team, we have been establishing new processes and systems to improve our communication all of which we were working on in October and have finally finished the implementation of these systems. Regardless, that does not make up the miscommunication from our team regarding your property. In terms of eviction timing, unfortunately we have no control with how fast the courts are processing evictions, we have had evictions in various counties that have yet to have a hearing scheduled even though the eviction was filed in May 2022, the courts are unfortunately just that backed up at this time and requesting emergency hearings is falling on deaf ears. Evictions are averaging 3-6 months in Georgia, however that should have been communicated up front to you. We're sorry to see that you've terminated your management with us and best of luck with your new management company.

  Customer Answer

  Date: 11/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While they haven't resolved my issue, they have acknowledged their gaps and need for improvement. Hopefully they will be able to fully staff and support their clients going forward.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/01/2022

  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.

  They are so out of touch with their tenants. They use an answering service that takes messages that never get a response. Property management is a joke if you are never available for your tenants then whats your purpose. I also have maintenance issues thats been going on for months with no response it ma beat the previous maintenance issue that went 6 months unanswered

  Business Response

  Date: 09/19/2022

  Our apologies that you were not able to get ahold of any one through the answering service. We recognized that the answering service vendor we were utilizing was underperforming and not answering or directing calls to the appropriate staff within our organization. We are in the process of building out a better system for answering phone calls. Please note that we do have an online portal that you have 24/7 access for submitting work orders which are typically processed within ***** hours. If you have any future issues or wish to submit a work order for the unanswered work order mentioned in your complaint, please do so through your tenant portal for a faster response.

• Initial Complaint

  Date:07/26/2022

  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.

  My complaint is regarding the way this Establishment conducts their business in such a way it almost seems illegal, regarding their "Lease Agreements", I'm a current tenant. However I was an existing tenant prior to the aquisition they made. For starters I've never met not one person from this company. My first ledger/bill from this company was me owning rent for the month of October 2021, which is the same month the aquisition took place. That was Red Flag Number 1.. The matter was then corrected. I haven't had not one issue other than the next door neighbor hiring her own team of "maintenance" (Very sketchy looking guys) to fix the ** unit at 11:30p.m. They admittingly broke the lock to the crawl space/storage unit downstairs which is directly underneath my side of the home. Not knowing what was going on I grabbed my firearm and proceeded to where I thought the noise was coming from, which at the time sounded like they were inside my home since the HV** is directly below the room I was in at the time. I questioned the 2 guys, I took pictures of the evidence they left. I contacted ********* via email regarding the situation. A couple of days later a maintenance man came out and replaced the locks. Now that my lease is up for renewal, I'm seeing charges like "Lease renewal Fee $100" which wasn't in my initial lease. I contacted Dreamstone and Elora cancelled that lease and sent me another Lease via email. Now this lease states that I'm responsible for cleaning the gutters, which also wasn't in my initial lease. If I'm responsible for the gutters why isn't the Property management company not responsible for cutting the tree limbs that are are causing the gutters to become clogged? This company is using jargon via their Lease Agreements to past the buck onto tenants. I've never in all my years of renting had to deal with being responsible for the EXTERIOR of and rented dwelling that is technically a Duplex. After reading other tenants complaints this one seems to fit

  Business Response

  Date: 11/01/2022

  Hi *******! When Dreamstone took over management of your property last year, we were still operating with our COVID-19 protocols and were not visiting properties unless it was necessary for our staff to do so. Also, Single Family Rentals typically do not have as much in-person interaction as one would have at an apartment complex. As for the transition date issue and your ledger, we do apologize about that error, our portal automatically added in the charge code for the month of October as we did not receive notification from the outgoing management company that you had paid October's rent. As for the ** issue, unfortunately the tenant took that issue into their own hands and did not notify us of any issues with the HV** system in their unit. We apologize you had to deal with that situation and please notify us in the future if you find this situation happen again.