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:10/31/2024

  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.

  I have put in multiple maintenance requests and one is for bathroom having mold i wanted to have the maintenance put caulk down . The *** told me to spray bleach . I know how to clean the wall in the bathroom is full of mold. Mirror is broke in my bathroom due to closing the door to hard and they trying to charge me for this . Anytime i put in a request you have to call multiple times the reviews on ****** speaks for itself

  Business Response

  Date: 11/05/2024

  1. I have put in multiple maintenance requests

      - We have completed numerous work orders this tenant has recently ***orted. We work with contractors who have their own schedules that they coordinate and are at the mercy of their schedules. It is not easy to find people who want to work these days. We're not the only one struggling with this issue.

  Tenants Newest Requests are:

  2. One is for bathroom having mold i wanted to have the maintenance put caulk down. The *** told me to spray bleach. I know how to clean the wall in the bathroom is full of mold.

      - We try to work through each maintenance request with the tenant because often it can be resolved before having to send a contractor causing an unnecessary expense for the owner.

  3. Mirror is broke in my bathroom due to closing the door to hard and they trying to charge me for this.

      - Tenant clearly has admitted to breaking the mirror. Of course she will be charged and we advised her of this

   

  4. Anytime i put in a request you have to call multiple times the reviews on ****** speaks for itself.

      - People are quick to leave a bad review when issues arent done when they "think" they should be. 

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Before accepting a property maybe management company should review previous lease . Washer and dryer was in this house when i moved in . I could have kept my own appliances  THE point of the BBB is to do complaints when tenants  are not treated fairly. Just like i pay to live here certain thing should not  get rejected every time.  Isnt that the point of maintenance  for them to fix thing . So a appointment was set up for the washer to be fixed on 11/6 i get a call from the repair company on 11/4 she said the appointment was cancel from the management company. Did i receive a call from the management company? no i didnt not that another work order that was a waste 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  Date:05/22/2023

  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.

  -January 17th, 2023, 14:13, I signed lease with Distinctive Rental Properties; *******************, ********************************* owner (all will be referred to as 'Them/They' henceforth), for Unit #2, located at *****************-Complaint; They broke our lease in clause ****; the law (Chap. 5, Sec. 6, Subs. (c), (A); Chap. 8, Sec. 5.1, 5.3; 5.4, (B) and (C) . For not letting the property in good condition, not doing repairs in reasonable amount of time, interfering with tenant access to utilities,-Them refusing responsibility; They are saying I'm being fee'd $500 of my security deposit for Early Termination -Day of signing, I told Them if They needed more time for repairs, "I'd like to be in by the 30th, if possible," to take the time to give me the unit in good condition, as the law ******* ****** promised.-Move-in checklist complete 02/03/2023 myself & turned in 02/09 17:29, email saying "attached are photos of what need tweaking." I thought this was first request of repairs; I was told a month later it wasn't.-Maintenance request filed 03/04/2023, silence for 2 weeks, I call, They say "we've been texting you," me: "I haven't gotten any texts from you" "Oh, that's odd, we need pictures for ******************* get back to you." (03/16)-(04/25-27) They tell me to turn my A/C on since my thermostat controls the complex's A/C (wasn't made aware before signing, nor in lease). I said "I don't want my A/C on, it will run my electric ****** ****** "will bother me every time someone in another unit is uncomfortable" & gave Them permission to fix in unit, as I was going on a weekend trip -I walk in my unit a week later, 1 drawer I wanted fixed was just gone, my A/C was on, nothing fixed -Rent paid promptly -A 'lockbox' will be around thermostat since I turned it off -Lease doesn't say gas provided to backup Their A/C claim -Claimed to text me, could only provide word doc, no phone record, even though my phone records show none from Them past 01/17/2023 -Still no repairs as of 05/22

  Business Response

  Date: 06/02/2023

  Hello, Cierra!

  The air/heat is gas-forced, which the owner pays for. As per the lease, you are responsible for electricity only. You do not pay to cool Units 1-4, the owner is. As of 5/31, a lockbox has been installed around the thermostat in your unit. The owner is responsible for maintaining the temperature. 
  I've attached the history of text messages that have been sent to you. Unfortunately, I don't have a call log because we use a landline. There is written proof that before moving in, you were aware of the renovations that were taking place. As a result, your rent was decreased by $25 for your entire lease term. 
  

  It was never communicated to you that the inspection sheet was to be used as a first-time maintenance request. The purpose of the inspection sheet is to allow tenants to notify us of pre-existing damage so they are responsible when they move out. 
  
  The only maintenance request we have on file for you was sent in on 3/4/23. In this request, you mentioned mistakenly thinking that the move-in checklist was an official first maintenance request and that the faucet/shower door in the bathroom tub needed to be replaced as theyre corroded and not clean. I also will need the whole front door and deadbolt replaced as there is major water leakage/damage throughout inside of door and frame. Deadbolt replacement is simply I cannot turn key either direction without immense struggle. 
  
  The corrosion on the faucet does not affect the overall performance of the faucet. This is merely an aesthetic issue; however, a new spigot was installed 5/31. As for the door, the water damage is an aesthetic issue. You are still able to use the door and lock/unlock it. The owner doesnt feel like this is a necessary repair, and per your lease, isnt required to do anything about it unless its affecting your immediate safety. 
  
  The issues mentioned in your inspection sheet are aesthetic issues. We removed the kitchen drawer in question and fixed it. You felt like it needed to be replaced because of the white surface, but this doesnt affect the drawers performance. 
  
  Per Section **** Right of Entry For Periodic Inspection in your lease, The Landlord may enter the premises with prior verbal consent of the tenant, or upon a 1 day notice for the purpose of inspecting the premises, making necessary or agreed repairs, decorations, alterations or improvements, supplying necessary or agreed services, or exhibiting the dwelling unit to prospective or actual purchasers, mortgagees, prospective tenants, workmen, contractors, or insurance inspectors. Landlord shall be deemed to have given a 1 day notice by posting a notice in a noticeable place stating such intent to enter or by email or text the day before intended entry.
  
  In the past, when we tried reaching you, we did not receive a response and have attached supporting documents. On 5/8, we learned that the best way to contact you is via email and we have notified you each time a technician was to enter the unit, and each time you have sent back scathing responses. The owner has given permission for you to break your lease, but as stated before, we will be following standard protocol. 
  
  Per Section **** of your lease, you will be expected to return your keys to our office and complete a Tenants Notice to Vacate form a minimum of 30 days prior to your move-out date. If keys are not received in the management office by 5pm of your move-out date, there is a $50 per day hold-over fee that will be charged to the tenant.
  Per Section **** of your lease, a $500 early termination fee will be deducted from your security deposit. In addition, you are responsible for all rents and utilities until such a time that a Management approved tenant takes occupancy of the residence. 
  
  Please let us know what you would like to do. 
  
  Best,
  Distinctive Rental Properties 
  
  
  

  
  

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Complaint rejections reads as follows:

  "From the first time I asked them about this unit, they have been nothing but deceitful. When it comes to the lease, they only care if I break it. When I saw the advertisement for this unit, it said $675/mo, only pay electric and internet/cable. I asked about the unit. I told them I was trying to find somewhere to move out of my boyfriend's house, that I had a daughter, and that I saw they had the unit listed that was in my range that I could afford, asked if it was available now, they said it is available but we are still doing repairs. I told them, okay great, take as much time as you need to make sure everything is done. I said, "I'd like to be in by the 30th, if at all possible," which means if you're not done, finish, so I can move in. I started playing phone tag with them after signing the lease because out of nowhere, I stopped getting their text messages. I filled out the move in checklist, and emailed it in, with pictures, and text saying "these are what need tweaking." I called about 2 weeks later asking when they'd start those repairs, and they said "oh thats not for repairs" so I said okay, and made a formal request for all of it. Apparently none of my requests of maintenance were deemed necessary enough for the owner to repair. Even though when it rains I get puddles in my living room, I can't bathe here because the drain is corroded, rusted, chipped metal and so was the faucet before they reluctantly replaced that. I have a daughter who isn't even 2 yet, and all of these 'aesthetic' is***s are actually very dangerous and damaging in the long run to health and property.
  

  I was never told my "decrease of rent" was for the repairs and the time it would take to make them. The unit was advertised as $675/mo and I was told repairs would take a little time. Not that one impacted the other. This $25 difference they speak of is because they at first sent me a lease to sign that said $700/mo after being me being told it was and having it advertised as $675. When I brought this to their attention, they revised it and sent the correct contract amount. However, in the lease, it does not state that I am responsible for or that I have the thermostat that controls the complex's access to their thermostats. Nor does it say *********** is provided by the landlord/owner. But I do find outside, at least 5 or 6 electric A/C units all along the outside of the property. They have not produced any documentation that this system is gas-powered, nor have they proved any of their claims to be true. They did not even tell me that my thermostat controlled access for other units until almost a full 3 months into my lease. Multiple times, though, of entering my apartment and leaving, I did notice every time I'd turn off my thermostat, the next time I walked in my house, it was on. And if the air conditiong/heat were gas-powered, why do I have baseboard heaters? I'm being deceived and they're trying to stick with deceiving than be truthful. I have done everything by the lease and the law and they keep breaking it. I have mounds of evidence but I can only submit 5 pictures at a time and 5 pictures does not encapsulate all of the wrong they've done. They've cut me off from my use of my utilities I pay for, they have not made any repairs I've asked for. My daughter and I can get tetanus from the drain, I'm getting headcolds from going in and out of my apartment from 65F to 87F because my A/C is constantly running and never shuts off. My window still has no screen in my daughter's room, and my door still leaks puddles of water into my apartment onto the brand new laminate floors that they took extra time to install. I shouldn't have to explain potential dangers to grown adults who have been managing properties longer than I've been out of school. Dangerous and damaging situations turn into injuries and extra out of pocket expenses for nothing. My front door, the only exit, is rotting from the inside out, drains rainwater into my house, it doesn't stay shut to a gust of wind if it isn't locked, what is aesthetic about that is***? If someone wanted to come in and rob me or worse, it wouldn't be a challenge. My lock has bent my key every time I go to open it and I have to struggle to even insert or get the key out, it shouldn't be that difficult to work the lock. Regardless of if the owner thinks the repairs are necessary or not. They have been requested, and its what I'm paying for. If I took the rent money and made the repairs I've been asking to be made, they'd immediately evict me and *** for the rest of the rent money. If I broke any clauses of the lease or the law they would immediately evict and *** me for monies owed. 
  

  They have not taken responsibility or proved innocence in any "evidence" or "statements" they have given because half of what they responded with was false. I have multitudes of evidence against them in this case of them breaking the law and the lease, just by them entering and turning on my utilities under the guise of "doing repairs." And them not doing repairs in a reasonable amount of time. My email of the move in checklist told and showed them what needed replaced, in my official maintenance request, I put most of what was on the checklist in that request and the only thing, to this day, that they have done is replaced the spigot in the bathtub, and all so they had another excuse to put the lockbox on the thermostat. Scathing emails come from abused tenants. 
  

  They have not produced any firm documentation of correspondence through text messages other than a typed up ********* Word Document of alleged messages they say they've sent to me, however I have proof I have not received any texts from them past January, 2023. And I have proof of every phone call I've had with them, yet they cannot produce these same things. They have time even tried proving what they've said. I can show every email and text and not be worried. All this company's representatives do is talk in circles so they don't admit fault. They've also tried to ask me for medical documentation for my legally registered service animals, and saying that "their lawyers will look it over since people have been getting them offline." I called this morning to the *** of *************** and asked for the policy that states I have to give them that information, and there is actually policies AGAINST asking for documentation other than the card/registry number.
  

  I'm constantly being taken advantage of because I'm a regular person and they have lawyers and money to back them. 
  

  Any time I have cited the laws or clauses they have broken, they circle around admitting they were in the wrong, or they've tried to twist it to sound like I broke the lease or want to break the lease. "

   

  Regards,
  

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

  
  

  Business Response

  Date: 06/23/2023

  Good Afternoon, 
  
  We feel that it is not constructive to keep going back and forth, so we are going to address the new points that were made in the last response. 
  
  The drain is not metal therefore there is no risk of tetanus. A rust stain from the drain cover is present. 
  
  The lease does not state that you are responsible for the thermostat that controls the complexs thermostats because its not necessary. The thermostat in your unit controls units 1-4, units 5-9 have their own systems. The owner pays for cooling; therefore, he controls the thermostat temperature.
  
  As for the door, this is the first that were hearing that its that bad. Previous communication stated that there was damage, not that it leaks puddles of water. Vinyl plank will not damage. We will have a technician look at the door and re-drill the deadbolt so that its easier to access.
  
  Finally, we were contacted by ****** asking if she could have her grandmothers dogs. When we asked what breeds they were, she said a whippet mix and a bichon frise. We then advised ****** that we would have to ask the owner for permission. 
  
  When the owner said no, ****** counteracted with cards for two service dogs that were not the breeds that were previously mentioned. 
  
  By law, we can request a doctor ******************* which states the specifics for the need of a service animal as proof that the dogs are in fact for service. We do not accept the cards as proof.
  

  The deadline to provide this document is Monday, June 26, 2023. We will have our attorney look it over to verify it is in fact from a physician. The *** law states the following:
  
  Under the ******* statute, the tenant, if requested, must provide verification of a disability and the need for a service/emotional support animal from a qualified health service provider.
  Ind. Code 22-9-7-4 says that the definition of a health service provider excludes an individual whose sole service to the individual is to provide a verification letter for a fee.
  
  If the findings come back from our attorney that the letter is not to the *** standards, the dogs must be removed from the property immediately.
  
  Best,
  Distinctive Rental Properties 
  

  
  

  Customer Answer

  Date: 09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

   

  Number 1. "Drain Cover," "Drain Lip," "Drain." I did NOT type drain pipe, which the pipes are clearly plastic pipes. Im speaking about what is pictured in this complaint. Drain piece is clearly metal, tested with tapping against materials, and as per your response to the complaint; you're absolutely right, there IS rust present, vaguely now since its been cleaned and scrubbed over the last months, but there is infact rust present. Where there is rust, there is metal.
  

  Number 2. The FULL Maintenance request I filed was from 03/04/2023, which included the description of " I also will need the whole front door and deadbolt replaced as there is major water leakage/damage throughout inside of door and frame. Deadbolt replacement is simply I cannot turn key either direction without immense struggle.", your office officially "received it" in Late April, 04/25/2023, Assigned a technician, and only went into my apartment to take the drawer I asked you to fix and install a lockbox on my thermostat RANDOMLY instead of doing repairs. The only other repair they have successfully completed was changing my deadbolt, after I had to argue with them over it being on my original request, along with the door creating and having water damage. The company officially Closed my original maintenance request on 08/09/2023.
  

  Number 4. I was NOT NOTIFIED that I would be sharing my Thermostat with other units. Until 4 months into my lease. That is misleading the consumer. Nowhere in my lease does it state that my thermostat controls units 1-4. Nowhere in my lease did it say that I was to have a lockbox on my thermostat, and to not have the thermostat already locked before showing the unit and signing the lease; It Is All Misleading and Written to Make It Easy For Them to Default and Blame Tenant.

  Number 5. The lease itself is misleading. There are obligations of the tenant of default, but no obligations of the landlord if the default, which they have. They have defaulted by lying and deceiving me through the process of trying to desperately find a place to live for myself and my daughter after my seizures started happening and my relationship fell apart. I read through the lease word for word before signing it because I thought I was getting into business with people who work with and for people. And they have denied my requests of maintenance because it is "Aesthetic;" because they assume I think its an eyesore. These issues are issues that either can hurt me or my daughter or my dogs, OR they tear up, or damage my property. In the lease, it states the landlord may add onto the rent what maintenance they needed to make with expenses incurred. However, nowhere does it state they can choose something is damaging or not.

  Number 6. In my lease, it says "Landlord has responsibility of making repairs to all exterior areas of the premises, generally from the inside walls outward. Maintenance of Landlord responsibility includes but is not limited to, all structural and mechanical systems(electrical, plumbing, HVAC) as well as exterior common areas of the premises." This means Exterior door and Bathtub drain (unless it is an obstruction) are not my domains. I should not repair them, because legally they are the responsibility of the Landlord, as per the agreement.

  Number 7. As for my asking permission for having dogs on the premises, it is because all dogs brought to your attention were all certified to be of help for myself after developing seizures.  However, I do see how it was my fault that I didn't outright say "this is for my disability." And the specific dogs I asked about first had their documentation lost, so I could not even claim them to be certified if I wanted to. So I needed to clear if I could have them, as the lease stated, and once the landlord came back with no, I had to figure out how to help myself be accommodated. Yes, my grandmothers' dogs were what I asked about first, but those dogs were HER service dogs as well, for her similar issues.
  

  We should not have to bring this to court or INTO AN EVICTION over the Landlord refusing to make repairs even though it is their task stated in the lease of what they must take care of and what they are responsible for. I signed the lease knowing some repairs could, and probably would be charged to me, and that's what I thought would happen. But instead I get gaslit into being told its just cosmetic. Every time, nothing but sandpaper with trying to get them to do repairs. When my deadbolt finally gave out, and I put in another request (06/13/23) they called me saying they needed this this and this and I told her the whole door needed replaced anyway, so do what needs done, then the rest was they would keep hiding behind "We didn't know this was that bad" and "This was never communicated to us" because it all has been communicated. It was communicated when I put in the initial request, its been talked about back and forth in email and over the phone AND in the form of ********************** Disputes. You all know what is going on. You refuse to be truthful to your consumers. 

  When I woke up from a coma in the hospital a DAY before my rent was due, I emailed about using the rent to replace the door since the company will not (and it is about to be wet season). They responded with telling me it was illegal to do so. Today, I received a 4-business-day (6 full days, 2 of which are weekend days) eviction notice on my door between 11am and 12pm.
  

  All I asked for them to do was maintenance on the property on the exterior door, the drawer that is broke and off track, and the bathtub drain "cover" this whole time. I ask for repairs and eventually get an eviction notice? It just feels like retaliation.
  
  Regards,
  
  *************************