Complaints

This profile includes complaints for Keyway Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keyway Property Management

  4424 Evans To Locks Rd Evans, GA 30809-3602

• 

  Keyway Property Management

  3519 Wheeler Rd Augusta, GA 30909-6516

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:09/09/2024

  Type:Billing 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 was renting a property and recently moved out but I am being charged $1800 in misccellaneous move out fees although the property had minimal damage and only required cleaning, which I am being charged for. It would seem this company charges previous tenates outrageous fees to keep there security deposite and force them to pay to prepare properties for the next tenate so the rental company doesn't have to pay for it. I would like to pay for the minimal damages and receive the remainder of my deposite and not pay for things normally required by a rental company to prepare a property for the next tenate, IE: painting, carpet cleaning, general cleaning, new locks and keys, ect.

  Business Response

  Date: 09/11/2024

  At this time, Mr. ***** security deposit has not even been fully processed. He has only been given the initial estimated charges and was advised to contact our office with any charge concerns he has. He replied multiple times to my email and I responded with additional information each time. My last email to him on September 9th stated the following: 
  Good afternoon,
  
  You are being charged for your lease requirements and any items that are
  above normal wear and tear for your length of tenancy. The rekey fee, light
  bulbs, carpet cleaning and cleaning are all requirements of your lease. We
  did compare your move in inspection and you were not charged for existing
  damages or repairs needed that were documented at move in. You are not
  responsible to make the property ready for the sales market or the rental
  market but you must complete the requirements set forth in your lease. Once
  repairs are completed, if the costs come in lower then the estimated
  charges, I will adjust them accordingly.
  
  Are there any items you were charged for that you show present at move in?
  I'm happy to take another look at any specific charge you would like more
  information on.
  
  Kind regards,
  
  I did not receive a response to the above email. I mentioned in the email and still am happy to review any specific charge he believes was present at move in or that he feels is outside of his lease responsibilities. He has been provided a copy of the move out inspection as well. I also let him know that should any repair he is responsible for come back lower than the estimated cost, I would adjust accordingly. Carpet cleaning, interior cleaning, light bulbs, rekey and the utility disconnection fee are all terms of his lease. The other items he was charged were assessed based on the condition he left the property in. Please let me know if any additional information is needed.
  
  Thank You

  Customer Answer

  Date: 09/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  It was stated that the
  rekey fee, light
  bulbs, painting, carpet cleaning, and general cleaning were part of my lease and that I was not responsible for getting the property ready for the next tenate, but thats the whole reason I filed the complaint. Please explain how "rekeying" and apartment is not preparing tge place for the next tenant? Anywhere else- the owner changes this if they choose . This should not even be a part of the lease.These are things that should be done by the owner/renter as these are all things that makes a property ready to be rented or sold. Keyway Property keeps  emphasizing the lease and what's stated in it, but that is my point, the lease and it's listed requirements literally is preparing it for the next renter or to be sold, is a  bad business practice. If all of these things are done -the property is ready for the next tenate. What else would need to be done? I stopped responding to Keyway Property's emails because my concern and the point of my inquiry was not being addressed. I realize there were minor repairs needed such as the light shade and the small drywall damage above the master bedroom window. I am not debating that, and I am willing to pay for those items. I'm being charged for scuffing on the walls that would be fixed with painting the walls, which should be the renters/owners responsiblity. I attempted to clean the property the best that I could, even pulled weeds up in the straw bed. I'm not sure what else I needed to do. I'm being charged $240 because I didn't turn in the keys to the office. The directions I received a week before moving out only said to return the key not a location to return it to ( an email from months ago is not sufficient-it should have been reiterated in the "MOVE OUT CHECKLIST" so I left them on the kitchen counter with the garage door opener as specified. If anything this was a misconmunication/misunderstanding - surely not one that should cost 240$. They stated that this is an" estimate" but these prices resemble robbery and price gauging. The last and final reason for me filing this claim is that I'm sure I'm not the only tenate that they have done this to and I feel that this business should be investigated. I don't think that it's right to exaggerate the price of repairs to keep a tenates deposit, even if it is an estimate. I don't want this to happen to anyone else so I'm hoping the BBB can help.

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

  Business Response

  Date: 09/17/2024

  Good afternoon,

  Rekey fee- Term of the tenants lease contract. Please refer to section 1.7, line 9. The tenant agreed to pay a rekey fee when signing the lease.

  Light bulbs- This is also a tenant responsibility and outlined in the lease. Please refer to section 3.1, paragraph 3. Please note the lease states he will be charged $75 for bulbs, we did reduce that to a lesser fee based on the number of bulbs needing to be replaced. 

  Carpet cleaning- Also a term of the lease. Please refer to section 3.4, paragraph 4.

  Interior cleaning- Also a term of the tenants lease. Please refer to section 3.4, paragraph 3.

  The tenant agreed to the terms of the lease and signed the contract 7/10/2023 at 1:24 pm. If he had any issues with the terms he was agreeing to, those should have been mentioned and addressed before he executed the contract and took possession of the property. There are many items that need to be done to the home that would not be the tenants responsibility as some items are normal wear and tear. The items the tenant was charged for were terms of the lease he agreed to or items that were considered above normal wear and tear for his length of tenancy. I have reviewed the move out inspection (attached) and the lease an additional time and not see any errors in the charges assessed. 

  Owners are not responsible for damage done by the tenant and properties are not fully painting, flooring replaced, etc. at the end of each tenancy. I do understand that is the case in some multifamily communities, but it is not the standard in single family homes. 

  The tenant was sent notification of move out  instructions and where to drop the key at 6/5/2024 at 3:49 pm. He opened the email 6/5/2024 at 5:57 pm. I am able to provide screen shots from our system if necessary. The locksmith charge is currently $145 to rekey the property, in accordance with the lease, to access the home and rekey the locks. The $240 charge is prorated rent for the days we could not access the home past the move out date since the tenant had not legally turned over possession to us.

  At this time, we do not believe we have charged the tenant unfairly or outside the terms of his lease agreement.

  I have attached the lease agreement, move out inspection and screen shot of our system showing the email sent to the tenant and the date and time he opened the email.

  Thank You

  Kim H*****

   

   

  Customer Answer

  Date: 09/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I believe that Keyway Property management is misunderstanding the reason for my complaint. I did not file the complaint to dispute the terms of the lease. The complaint was filed because most of the items that I am being charged for and that are part of the lease are items that prepare a property for a new tenate. These items were listed in my previous message. These items should not be in the lease to begin with. I have family members that rent property and they both agree that these items are preparing the property for the next tenane and should not be included in the lease. Neither of them have these items in their lease. This is a bad business practice.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/24/2024

  Type:Billing 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.

  The owner of the townhouse I was renting, who is also a realtor, did not renew my lease after I reported buckling floors in my dining room. I submitted my maintenance request through *******, the previous company who merged with Keyway Property. My dining room floor was buckling up, 2 days later I got a notice my lease would not be renewed after 3 years. The contractor he sent out said this would be a major overhaul because there is moisture in the crawl space causing the subfloors to buckle. I move out, and Keyway is saying it's due to pet urine Subfloor damage. My cats pee'd in their protected litter box. If they had pee'd that much on the floor, the house would smell like ammonia. This is unprofessional and uncalled for because the owner does not want to repair the damaged home he purchased. I notified Keyway the day they sent the walkthrough, and no response, after multiple emails. Please help. This is absurd from them, and the fact they are not looking into this as me, the lessor. Please help. They say I owe over 1,000 for Subfloor damage, but this is no fault of my own.

  Business Response

  Date: 04/22/2024

  Hello,

  This complaint is directed toward another company not in Albuquerque, NM.

  we have never merged with another company and are only based in New Mexico. This complaint is based on a company in Georgia. This consumer is direct this complaint toward the wrong company. 

  Customer Answer

  Date: 04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID 21476800, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Tess Johnson

  I am so sorry to that business! This is the correct address for the business.  4424 Evans to Locks Rd, Evans, GA 30809. They were Meybohm,  but are now Keyway Property Management.  This is the correct address. 

  Business Response

  Date: 05/31/2024

  The professional vendor sent out to the home to assess the flooring situation pulled up the carpet and found the sub floor damaged in the dining area. The vendor indicated the moisture damage to the subfloor was caused by pet urine and provided photos of the damage (attached). The tenant had 4 cats in the unit. Based on the vendors findings, we assessed the tenant the cost to repair the damaged subfloor in that section of the home. 

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Hello, my name is ****** *****. I have been house shopping from the end of ******** ***** ******** 2023 on the site ******** ********* ******* ******** *********** in the following months I have been looking and inquiring about homes. I called Meybohm property management on *****/2023 around eleven o’clock because the house I wanted to call home **** *********** ******* ********** ***** Was off the website. I spoke with the secretary, and she explained to me the house was not available due to repairs to the floor area. She said I can still apply for the house because it will be available in a month, in the meanwhile still shop around looking for other houses. I applied on ******/2023) for the house under a different address the company sent to me ***** ******** ****”. I have a co applicant (my *** ****) that will be signing with me, on ******* ***** 2023, Meybohm property management company sent over information to my Co applicant. On ******** ** 2023, Meybohm property management sent over a text message that said “No application received from (****) still no estimated time of completion of the work being done at the property. You may want to look at another home.” I replied, is it something worth waiting on? I am not finding anything else currently. The company replied “it could be 30 days. It is a slab repair and flooring replacement. On ******** ***, 2023; I contacted Meybohm property management asking for updates about the property. They said they never received my co applicant information and the house will be available on ******** ****, 2023, I explained to the company “I advised my co applicant to hold off because of the status of the home, now that I have a confirm date, I will have her to complete the form. On ******** *** in the middle of the night ** *** ******* **** **** ******* ****** *** ****** ** *** ********. I called Meybohm property management on ******** **** 2023, and spoke with the secretary to explain the delay, she said okay and the information will be passed along to management. On ******** ****, 2023, 10:36am I reviewed a message from Meybohm property management, and it said “We are cancelling your application at this time because we have not received your co applicants’ submission. Also, due to excessive activity (22 inquiries) our self-showing system has disabled your account. I replied What! Why? I am not understanding. I called Meybohm property management right away and got transferred over to Linda D*****, she spoke to me in a way/ tone as if I was not a customer shopping, she continues to use the word “Fraudulent”. I explained and broken-down crying over the phone “I am not a fraudulent person, you have all my information; you reached out to my previous landlord that gave you good recommendations about my living history. I told Ms. Linda D***** I am a ****** ** **** ******** *** ***** ******* * *******. I work for the **** ** *******, and I work Monday- Friday 8:30am-5pm, my lease is currently up, and I am trying to find a home for my family. I explained to her nowhere on their website nor list the number of times you can inquire about a house, I explained to her I was told to continue to look for a house in the meantime and that is what I did, I told her I did not look at 22 homes. I am not a fraudulent person; I would like my account to be unlocked because this is ridiculous! Ms. D***** replied “if you are already applying for this house why would you want to look at another house? I stated, “BECAUSE I AM CURRENTLY LOOKING FOR A NEW HOME AND I WAS TOLD TO BY YOUR COMPANY TO DO SO.” I told Ms. Linda I did not like the way she is treating me, and at this point I want to get a refund. Ms. Linda replied "No refund for application and have your mom “Co- Applicant” to call her and she will unblock my account and for her to submit the information. My Mom called her on ******2023 around 1 pm and was told by the secretary “Ms. Linda is not in the office, and she will call back”. Ms. Linda did not call back on Friday. I called on Friday and left Greg P******* a voicemail. no call back. I have spoken with the assistance again at Meybohm property management to see if I can speak with any other person other than Ms. Linda D*****, she said Ms. Linda is the director and she does not know who is over her, I asked for corporate information and she replied she does not have it, on Monday ******** **** my co applicant submitted her application. I received a Message on ******** ** at 8:37am saying “Please Confirm that your * ********** *** *** ***** ** ***** ***. I confirmed it at 8:47am. I called Ms. Linda back at 12:30pm to check on the process and she replied, “We received your mom information except for one form of earned income, she went on to say you can pull out the application”. I replied “No, why would I want to do that when I have been following all your orders and trying to get my house, that I’m fighting for. Ms. Linda replied at this time I am going to release your application because your credit score is a 550 and you're over 10,000 in debt. I was at sight for a moment then replied I have done everything you told me to do, from January to February you accepted all my information a week ago, you had me walking in a straight line doing what you demanded, I have kept in contact with the company. According to the website I had to have a 550 which required a double deposit. You did not complete my co applicant information, you had me waste 100.00 just for you to tell me I am not accepted, when you only completed my information a week ago. I told Ms. Linda I hate the fact I waited on her, I hate the fact the way she talked to me (despite I still was trying to be the better person)in the situation, I hate the fact she blocked my account after verifying my identity and still did not unblock me as of this day, I hate the fact she has worse customer service skills. I advise Ms. Linda to have a good day and hopefully she will not treat another customer in a ***** way.