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:04/29/2025

  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.

  The air has been out since ********* ***** ****. I notified maintenance and nothing has been done to accommodate me as a tenant! I asked for fans or some form of air and was told that he would have to speak with the manager. I was told that the maintenance worker would come back and he never did. It has been over 80 degrees in the house since ********* ***** ****.

  Business Response

  Date: 05/03/2025

  Thank you for the opportunity to respond to the tenant's
  concerns.

  Please know that we take all maintenance issues seriously
  and regret the inconvenience this situation caused. After reviewing the full
  timeline of events, we acknowledge that the delay in resolving the HVAC issue
  was frustrating, and we sincerely apologize.

  The tenant submitted a maintenance request the evening of ***** ****, and it was immediately assigned to our HVAC vendor, *** ****, within the
  hour. However, due to an issue with the vendor’s internal system, they did not
  receive the work order and did not respond as promptly as expected. We followed
  up multiple times the next day to ensure the vendor was aware and prioritized
  the request. The vendor finally visited the property on ***** **** and
  initially found a frozen unit due to a dirty filter, which they advised needed
  to be changed and the unit needed to thawed. At that time, the unit appeared to
  be working properly as we entered the weekend.

  We were not aware that the tenant was still experiencing
  cooling issues until the morning of ***** ****, when she contacted our office
  directly. Upon receiving this update, we promptly contacted the vendor and
  requested that they return to the property, which they did that same afternoon.

  Upon further inspection, the issue was diagnosed as a faulty
  thermal expansion valve, which caused the system to freeze intermittently.
  Since the unit was still under warranty, the necessary part had to be ordered
  from the supplier. To help provide relief during this time, we arranged for a temporary
  window unit to be installed on the afternoon of the **** while awaiting the
  part.

  The repair was completed by ***** ****, and the system was
  confirmed by both the vendor and the tenant to be fully operational and cooling
  properly.
  Since the repair was completed, the tenant has reported that
  the temperature in the secondary bedrooms does not feel as cool as the rest of
  the home. In response, we promptly dispatched a technician that same day to
  reassess the system. Based on their findings, an additional repair to the HVAC
  return has been scheduled and is set to take place on Monday morning to help
  improve overall airflow and ensure consistent cooling throughout the home.
  
  While the delay was primarily due to communication issues
  and warranty-related complications with the vendor, we recognize that the
  tenant experienced discomfort and frustration during this time, and so I offered the tenant a $325 rent credit for the inconvenience caused,
  which she did accept. We are committed to providing our residents with
  a comfortable living environment and always welcome feedback that helps us
  improve. I have personally remained in direct communication with the tenant
  since being made aware of the situation and have made every effort to resolve
  the issue promptly while doing everything possible to ensure her comfort in the
  meantime.

  
  

• Initial Complaint

  Date:02/24/2025

  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.

  Back in ****, I decided to list my house for rent. We were able to secure what I believed was a truthful company to help us out. It was all going well until the beginning of ****, when I realized they were not doing biannual inspections on our home. I had to reach out numerous times asking when it would be done, and they kept giving me the “it will be this month”. Well that month would pass and I’d get no inspection report. Around *** of ****, I was looking at social media and came upon a post stating the current tenants were moving out of the house (lease wasn’t up until ********). The next day I called my property manager and they gave me an excuse why they hadn’t told me about this. So days go by and I get an email stating the tenants will be terminating their lease and will be paying a termination fee that would consist of the rest of the rent they owed. OK, that’s fair. The company did a home inspection where it was found the tenants damaged multiple things, took a fire detector and left my house a mess…they got their full security deposit back. So for the termination fee, we weren’t told they would pay that money back on a payment plan which would be paid off by ******. Well, that didn’t happen. There was a point the previous tenants stopped answered the phone calls and just quit paying. I asked the company to take them to court for the money they owed, which they did (it took close to 2 months to get this done). I had to constantly call asking for updates. I also had to pay $315 to take them to court (none of this was split with me even though the company was entitled to 50% of the termination fee also). The tenants are now paid up and owe us nothing but I am asking the company to pay at least 1/2 of the $315 but the refuse.
  They did NOT manage my property as stated in the contract. I was essentially managing my own property while they reaped the benefits of the money. All they wanted was to wipe their hands clean of those tenants while doing me a disservice

  Business Response

  Date: 03/03/2025

  Our company strives to provide professional and transparent
  property management services, and we regret that this client feels her
  expectations were not met. However, we respectfully disagree with the claims
  that we did her a disservice, as we consistently acted in accordance with our
  contractual obligations and in her best interest.

  
  Biannual
  Inspections – While there were some scheduling delays with one of the
  biannual inspections in ****, inspections were completed, and we provided
  updates when requested. At no point did we neglect our duty to monitor the
  condition of the home.

  
  Early
  Lease Termination – When the tenant expressed a desire to move out
  early, we advised Mrs. ******* that negotiating a termination agreement
  was the best course of action to ensure financial recovery rather than
  risk the tenant leaving without paying. She agreed to this plan.
  Unfortunately, the tenant did not fulfill their payment obligations, which
  was beyond our control.

  
  Move-Out
  Condition & Security Deposit – The claim that the home was left in
  poor condition is inaccurate. The tenant did not leave the home a mess; in
  fact, they left it in near-perfect condition. We have included the
  move-out inspection reports for reference. The security deposit was refunded to the tenant in accordance with legal and lease guidelines, as there were no damages
  that warranted withholding beyond normal wear and tear.

  
  Filing
  for Judgment – As a courtesy to Mrs. *******, we agreed to file the
  case on her behalf, even though this is not typically part of our
  services. The court granted a judgment for $8,400, which the tenant
  subsequently paid in full. It is important to note that legal proceedings
  take time, and the two-month timeline for the case to be completed was not
  due to any negligence on our part. In fact, this is a relatively short
  timeframe for the court process.

  
  Filing
  Fee Reimbursement – Despite the time and resources we invested in
  assisting with the legal proceedings, Mrs. ******* requested reimbursement
  of the $315 court filing fee. I explained to her that we could only
  collect what the judge granted, and I was not willing to reimburse her for
  the fee as I felt that we had done our due diligence in the matter and in
  fact went above and beyond what our normal services offer. While we were
  not obligated to cover this expense, we have since refunded the amount to
  this client as a goodwill gesture.

  
  It is unfortunate that this client felt the need to escalate
  the situation to this measure after we declined her request for additional
  reimbursement, however, we remained committed to addressing concerns
  efficiently and acting in her best interest throughout the entire process.
  Although we understand that Mrs. ******* is dissatisfied, we stand by the fact
  that we fulfilled our responsibilities as her property manager and even went
  above and beyond by assisting with legal matters outside of our standard
  services.