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:10/28/2023

  Type:Order 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.

  On approximately August 22, 2023, we paid $80 for two adults for an application fee. ONE MONTH WENT BY BEFORE WE HEARD ANYTHING, DESPITE ** CALLING TO CHECK THAT THE PROPERTY WE WANTED WAS STILL AVAILABLE, they either never answered the phone or kept telling us our app was pending but that it only should have taken a week. We have a pending lawsuit against our current landlord and were in the process of looking for a new place to live, which we explained as well as provided our lawyers information to confirm the situation for them. HOWEVER, when they were doing their reference check, they contacted our landlord who is currently being prosecuted for slander, fraud, retaliation and negligence, who proceeded to tell them we owed 6 months of rent and that we were always late and that we were nuisance tenants (we had sent a demand letter because we went almost our entire lease term with no heat whatsoever in the winter months and did not inform us that she was discontinuing payment to the electric company). We provided more than adequate proof but it still "wasn't their problem". They used these as reasons for denying our application despite several positive references from other landlords, our employers, and business partners. We are now likely going to be homeless due to the fact they wouldn't even call our lawyer to confirm the reference left by our current landlord is fraudulent and null AND because 90% of the rentals available in the Magic Valley is managed by this company.

  Business Response

  Date: 10/30/2023

  I am sorry to hear that they are frustrated.  It is part of our standard practice, as with most all management companies, to contact the last landlord to gain the most current reference.  The 'last' landlord would be able to provide the most current information and opinion on their renters history.  Jobs change, incomes change, family count changes, pets changes and lifestyles change, so this is why we reach out to the latest landlord, rather than further back in their renting history.  
  I also see that they wanted us to consider speaking to their lawyer ect.  With court cases that are ongoing it leaves us in a position of "He said, she said" without the legal decision of a judge.  The lawyer is representing them, and has their side of the story.  We are not at all in the position of deciding who is right or wrong, so speaking to their lawyer would not be helpful.  So we are forced to revert back to our standard practice of preforming a last landlord verification.

  As far as how long it took to process the application, you also must understand that as a management company we are also at the disadvantage of sometimes being forced to wait for prior landlords, employers and references to return our calls and emails for us to complete our job to the best of our ability.

  I also ask that these applying applicants understand that as a management company we are also under contract and directions of our owners.  We are under contract to follow procedures of application approval (which include landlord ref.)  If by chance, (and I am not implying judgement), we did place the applicant and there were issues, the management company would then have to answer to the owner for breaking protocol and placing the tenant.  

  Again I am sorry for your situation.

• Initial Complaint

  Date:05/01/2023

  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 December i started having plumbing issues so i contacted my management company to come and fix the issue. and then again in march, but when they would come and fix it, it would be half fixed and called good. i left for about a week in the month of april and when i came back the mess was back but even worse this time. i had not used the restroom nor any of the sinks or shower. so what ever came up was other peoples or from the septic tank. it was so bad that almost nearly a quarter of my bathroom was filled. i contacted them once again and it took them nearly a week to fix the issue. time and time again i asked if they would send someone out to clean my place and reimburse me money for not being able to stay there but they ignored me and still continue to. i had to pay someone to come clean up the mess and half the stuff in my bathroom had to be thrown out all because they wouldnt get to the issue soon enough or send someone to clean the mess. i have had a lot of money lost due to this issue. there also is mold in the bathroom and the floor is warping behind the toilet and they wont send someone out to look at it. its an unsafe and unhealthy environment to live in. I want them to reimburse me for the time i have not been able to live there and for all the stuff ive lost. i would also like them to resolve the issue for not only me but other tenants in the future. im tired of getting ignored by them and getting no answers.

  Business Response

  Date: 05/14/2023

  We're so sorry for the terrible experience you've had with trying to contact and resolve maintenance issues through our management company. We've not had enough staff trained and able to keep up with the sudden growth our company experienced, but have slowly been catching up. Plumbing is a complicated one in our lease as it typically is the responsibility of the homes tenant to resolve plumbing issues, but as this seems to be an issue with the main line, we certainly should have done better to resolve it once and for all, not to mention the clean up afterwards. I'll look into resolving this and contact you as soon as I have a solution. 

• Initial Complaint

  Date:03/02/2023

  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.

  When ***** was coming up we put in a 30 day notice the website was not working I attempted to call the office several times nobody answered or returned my calls eventually the website started working and I'll talk to them on the phone and put it in threw there and she told me it was too late I couldn't put in 30 day notice anymore Then she told me that my lease was auto renewed and I couldn't leave But that is not in the contract she did not give me any of my deposit back and I didn't even know that I had a balance until I re applied for a house and I was denied because owing the money That was in June of 2022 and since then still homeless not able to find a house because they're renting all of the houses and they will not let us run from them we're never behind on rent we always paid and the house was left and clean good. The charges on the itemized list were the repairs that we called maintenance for wall living in the apartments also they are maintained by wear and tear

  Business Response

  Date: 03/03/2023

  I have read the complaint and researched with great depth and effort in hopes of being able to explain the events as best as we can from our perspective.  This residency took place back in Feb. 2020 - Feb 2021.  You complaint seem to revolve around the inability or lack of submitting your intent to terminate notice. I have read all of the communication logs, talk to involved staff, looked at all of the notices given to you and even took the time to check into the computer system to see if there were any other complaints of the system being down by the program provider for an extended period of time, complaints by other tenants or inability of employees to access or use the system. 

  Here are my findings:  Our company aims to give the tenants an abundant amount of time to assist the tenants in making renewal or moving decisions.  My Management Company sends out emails 90 days, 60 days and 30 days prior to their lease end date alerting them of their upcoming lease end date. On January 6th you received a notification letter regarding your yearly inspections and this served as another notice of your lease ending date.  This was 53 days before your lease end date.  Your inspection was scheduled for January 14th, The inspection was 45 days before you lease end date.  On January 26 a renewal notice was sent to you, and it was received because you attached it to this complaint.  If you read the letter it clearly gives you instructions and consequences regarding lease renewal. Here is the direct quote in the letter you provided "We are glad to have you as our tenants. This notice is to simply remind you that your lease is scheduled to end on 02/28/2021 if you have not turned in a notice to terminate tenancy, per the provisions of your lease, your lease will be reviewed for another year".  Your lease says in section #** TENANT HOLD OVER- "Tenants may provide landlord with WRITTEN NOTICE TO VACATE OR TERMINATE LEASE within 30 days of rent increase by landlord. If no such notice is received by landlord in that time frame, the new lease with extended term and conditions is considered to be binding in full force by all parties." 

  There is a reason that landlords requires notice to be given in writing only, it is because unfortunately the rental market can be difficult. Tenants would give verbal notice, then later find out that moving may not be an option and then find them in the position of wishing to stay after their unit had be listed, advertised and possibly rented to another party. Now the verbal notification is up for question and 2 families are affected by this situation plus a ton of paid office hours and advertising costs.  Notice in writing is industry standard for this reason, no questions asked because it is in writing.  Unfortunately, you did not provide written notice as instructed 30 days prior to your lease renewal date.  We feel you had ample time to turn you notice in.  We also found no other complaints of the computer being down.  Tenants also have the option of emailing the written notice in, putting it in the mail or hand delivering it to the local office just around the corner from your rental property. Non of these other methods were utilized to ensure that you did your part within the 90 days prior notice that your lease was ending.

  You also attached your move out letter that was issued after your 30 days of leaving the company, that was back again in 2021.  It is now March of 2023. You have made no attempt to contact us to discuss this letter or make payment arrangements on the sum of money that you owe us.  I assume that this complaint has come around because a collection company has located you.

  My Management Company uses sub contractors to do all of the maintenance and cleaning of the units.  They submit bills and receipts of work completed. The property also under goes a full inspection that is photographed.  You did submit photos that were hand selected by you to support your claim. I will also submit photographs that CLEARLY support the need for charges to be added for cleaning, removal of left items and maintenance of this unit.  There were hundreds of photos taken, showing multiple drawers full of items left, cabinets not wiped down, large personal items left in the units. floors not cleaned, bathroom shower/tub & toilets dirty, all of the appliances dirty, food left in the refrigerator closet doors off their tracks and more.  All of our photos are time dated and stamped.  The photo's you took were not with cabinets, drawers, appliances and doors open because that shows a very different perspective.

  I am sorry you are upset, but it seems that you were given multiple months and a variety of methods of notice of lease renewal and instructions and consequences for not following the protocol. You did not leave the unit cleaned, repaired and in a move in condition for following tenants and the charges and consequences of your actions are binding.  By law, you could have been held to the full new term of the lease which was another full year.  It appears that My Management did their due diligence and you did not do yours.