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Business Profile

Property Management

Compass Property Management Group, LLC
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 set to move into 37** ************** on 2/6 at 9AM, The day prior, I spoke with ******* about meeting the maintenance team for keys. She told me that I did not need to meet them since there was a lockbox. Morning of the move, they had not sent over the move in instructions with the code to the lockbox so I called and spoke to someone else who says that I need to meet the maintenance team for the keys after I was told I did not. So, after that misunderstanding, they sent me the move in instructions with the lockbox code. I arrived to the home and the lockbox code was not working. I called the office and they stated the maintenance team was there earlier and the code should work, it did not. I received a different code from them and that finally worked. Upon my entry into the home, it had not been cleaned, literally filthy and unsafe for move in. Flashback to earlier when, they kept stating that the maintenance team was at the property, why was nothing ready for move in if they were there literally hours before I arrived? I have put in 10 maintenance requests and four have been completed. The major issue is that ***************** promised me someone would send out professional cleaners and they have not. Also, the shower in the master bedroom has been leaking nonstop and has not caused a leakage in the ceiling below, leading to the ceiling beginning to sink. Compass has not taken any of my concerns seriously and expect money from me. I do not feel safe in this home or with them as property managers.

    Business Response

    Date: 04/22/2024

    Thank you for your call today. We have released the tenant from their lease due to her habitability complaints and refunded her the funds she had paid. If you need any more details, please don't hesitate to let us know.

  • Initial Complaint

    Date:08/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 toured a rental property that we were looking to rent. We liked the property and applied to be renters. We also sent an email stating that the property needed cleaning and listed the issues we found.We were approved for the rental and was told the property would be move on ready on 8/11/2023. Upon our arrival we found the property had still not been properly cleaned. Every single toilet in the unit had f**** in it. Door handles were missing from a bedroom door, the oven element was broken just to name a few. Overall the floors and counters were dirty as well. This home is not livable at the moment and far from being move in ready.

    Business Response

    Date: 08/29/2023

    Compass was notified of the unsatisfactory condition on Friday 8/11, a cleaner was dispatched the same day and was out to the property the following Monday, 8/14. The remaining maintenance items have been completed or are currently in the process of being done. The renters have moved into the home as the property is in habitable condition. 

    Customer Answer

    Date: 08/29/2023

     
    Complaint: 20458407

    I am rejecting this response because:

     

    Although a cleaner was dispatched it was as you have admitted over 48hrs before this was handled. With human f**** in every toilet in the home. This was also brought to your attention in an email prior to the 8/11 move in that went ignored. Maintenance issues have somewhat been resolved and some are still withstanding. 

    Sincerely,

    *******************

  • Initial Complaint

    Date:05/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 had me pay $200 in application fees and pet fees for a rental house they told me was available but as soon as they collected my money it was off the market and rented to someone that applied before me. However they said my money is non refundable even though they dont have any other options for me to rent.

    Business Response

    Date: 05/12/2023

    Good afternoon, 

    Our company strives to be as transparent as possible when it comes to our application criteria, including our application fee. Our website states that we accept multiple applications on a first come first serve basis, if a property is taken before an application can be approved we will keep the application open for 45 days and will transfer the application over to another property at no additional cost. This is why our application fee is nonrefundable which is stated on the application and our website. 

    However, we understand that the window between your application being submitted and the property being taken off the market was fairly short. We have agreed to refund the application fee as of today and it will be refunded directly to you within 72 business hours. 

    Thank you 


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