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:08/26/2024

  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.

  This landlord is using security deposits to perform routine and standard care (such as cleaning, paint, light bulbs) for the next tenant rather than returning a full deposit. These are business expenses not items that are billable to previous tenants

  

  Business Response

  Date: 08/27/2024

  Hi ******
  First off, your complaint is directed at the wrong company.
  Open Door Homes performs physical work at any property and that entity did
  indeed perform the cleaning required on the rental unit. Open Door Properties
  is the management company that received the bill and withheld the charges from
  your security deposit so your complaint should be directed there. I have
  attached the Kansas Residential Landlord and Tenant Act and the signed lease
  for reference. Section 58-2555 in the KRLTA describes Duties of Tenant with
  regard to cleaning as this: (b) keep that part of the premises that such
  tenant occupies and uses as clean and safe as the condition of the premises
  permit; (c) remove from such tenant's dwelling unit all ashes, rubbish, garbage
  and other waste in a clean and safe manner; (d) keep all plumbing fixtures in
  the dwelling unit or used by the tenant as clean as their condition permits.
  

  Further, the signed lease also refers to the same language in
  Exhibit A (a) & (b) and expands on them in Exhibit A sections (f), (h), (j)
  

  With regard to the legality of what is being held back, in
  section 58-2550 KRLTA refers to the above mentions of cleanliness and has allowances
  for withholding security deposit for “Other legally allowable charges”. Our own
  lease – Sec 8 Security Deposit (b) Upon termination of the rental agreement,
  the security deposit may be applied by the Landlord to the payment of accrued
  rent, charges and/or damages, if any, which Landlord may have suffered by
  reason of Tenant's noncompliance with the Kansas Residential Landlord and
  Tenant Act or this Agreement. Landlord will itemize such losses and send the
  written itemization to the Tenant.
  

  The above clause includes CHARGES AND/OR DAMAGES. The
  property was delivered to *** ****** originally on 5/20/2020 in a clean
  condition. It was not returned in a clean condition. Cleaning is not
  maintenance, it is cleaning. I have not held back anything for maintenance. In
  deference to *** ******** financial situation, I only held back for the cleaning
  and chose to overlook the significant damages to the home that had occurred.
  There was:
  

  1) Significant damage to the hardwood flooring in excess of normal wear and tear – deep scratches, furniture marks, unidentifiable stuff stuck to the floors in the kids’ rooms. None of these were able to be removed with sweeping, scrubbing, or mopping. We had to hire a hardwood refinishing company to screen and recoat the floors to remove everything and restore the floors. The last time the floors received a buff and topcoat was 11/26/2018, only 19 months prior to Ms. Millers occupancy in the property. The cost to screen and topcoat the floors was $1,060
  

  2) Damage to the vinyl flooring in the basement. There are 2 areas in the basement where the vinyl flooring has tears in the middle of the field that is detached from the floor – this was left off as charged damage as the owner was contemplating replacing the flooring anyway but it was damage nonetheless. I still need to get a quote for repair or replacement of the vinyl for a firm cost. I’m assuming repair would be at least a minimum trip charge of $125 if it can be repaired at all. This does not include the seam that has delaminated as I have ruled that a product defect and would charge that to the owner.
  

  3) Stairway runner to 2nd floor has some unidentifiable melted plastic that is adhering strongly to the carpet and could not be removed by the carpet cleaners. I will need to get a quote for replacement of the stair runner carpet. Again, I’m assuming a minimum trip charge of $125 if the carpet can be matched at all. If it needs to be replaced it would be at least $1000 in labor and materials.
  

  4) Rodent infestation – we were never informed of a rodent infestation by *** ******* Rodents tend to be active in homes with readily available food in an unkempt home. We could easily see spills on the kitchen floor and lots of food crumbs and other spills in the cabinets, under the stove, and under the refrigerator that were never cleaned. Evidence of rodent droppings was discovered in a drawer and under the stove and confirmed by the new tenants as they saw a mouse in the kitchen. Extermination cost $191.36 for the initial trip and a monthly maintenance charge of around $38.00 to check and rebait the traps until the problem has been eliminated.

  As you can see, even without cleaning charges, the damages
  themselves would likely exceed the security deposit of *** ******* It was out
  of my empathy for her situation that I merely charged the cleaning fees so that
  I could return something of the security deposit to her. If she wishes to catalogue
  the damage caused by her tenancy, I would be more than happy to recalculate the
  costs and collect the amount due for repair and replacement in lieu of the
  cleaning fees. The property was delivered to me in the worst condition I have witnessed as a property manager outside of abandoned homes or evicted tenants. Reference pictures at *******************************************
  
  Respectfully submitted,
  **** ******
  Open Door Properties

• Initial Complaint

  Date:02/18/2023

  Type:Product 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.

  Open Door Homes remodeled my home between April and September of this year. We think the quality of service was good, however, once the project was over in September, there was a punch list of items to finish up,mostly from the electrical, plumbing, cabinet and sheetrock/paint subcontractors. ***** said he would get to these punch list items later, because he wanted to give the subcontractors time to get caught up. That was 5 months ago. We tried to contact the subcontractors ourselves to complete these warranty items, however, they all told us that it had to go thru ***** at Open Door. ***** stopped responding to our texts and emails a couple months ago. We were happy with this company in the beginning, but now are not satisfied, and frankly are surprised and confused as to why they won't fix the punch list items on our remodel job.

  

  Business Response

  Date: 02/27/2023

  Hello,

  *** ******* is correct in that we are aware of additional items the he has requested attention for. It has also been explained to him several times that they are not punch list items but rather warranty items. An original punch list was submitted in September and was completed by November. *** ******* continued to add items to the list that were actually warranty in nature and was informed on 11/6/22 that "We knocked out the punch list items and I'm just not able to get to things as they pop up. I'm going to have to follow our written warranty process fromt he contract." We have an online system that allows our client to add items to the warranty list as they are discovered with the promise that they will be completed withing the 12 month window after project completion. Further, the client elected to directly contract with various trades to get around our markups and is therefore responsible for coordinating all warranty or punch list work related to those aspects of the project. This includes but is not limited to the roofing, windows, and appliances (those being the major parts of the project that were removed from our administration). We are holding the list open and they client is free to add any items that they notice. These must be submitted through their login at ***********, which they have been informed of as well. We will analyze the list and address any items we are responsible for at the end of summer 2023. The remaining items will be the responsibility of the client as we have no connection with the subcontractors that they used for the above mentioned scope. Lastly, for what it's worth, the client did violate the terms of our contract by attempting to directly hire a subcontractor that we work with so that they could avoid the associated markup charges for work that we perform and coordinate.

  Thank you,

  **** ******

  Customer Answer

  Date: 02/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: The only reason we contacted the ******** ************** is because OpenDoor Homes refused to answer our emails and voicemails in order to get our warranty items fixed. It is unacceptable that we have to wait almost a whole year to have these items fixed. We paid our bills from OpenDoor when we received them and now that the project is completed, we get the cold shoulder. We have a sink in our kitchen that does not work because of some part that was not installed. We have a shower "wand" in our master bath that does not shut on or off. We have sheetrock and paint areas that need to be addressed. We would like to have these warranty repair items fixed as soon as possible.
  
  Regards,
  
  *** *******

  

  Business Response

  Date: 03/01/2023

  The plumbing items you mentioned are news to us. We had in our notes that the plumbers completed those tasks so I'm not sure what happened there. I will be in touch with them to schedule a time to finish those two items. Do you have the clip for the faucet that was missing earlier? Our records indicate that it was delivered to you house on 12/8/22. We need that part to complete installation.

  Regarding the paint request: painting deficiencies are handled 2 times - during the punch list to correct any blemishes or dings that inveriably happen during a project, and at the warranty to address any cracking or settling that has occured over the previous year. Could you please be more specific and attach a picture of the affected area so that we can categorize the corrective work needing to be done?

  Respectfully,  **** ******