Complaints

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

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  Lula Smarter Property Maintenance, Inc.

  7285 W 132nd St Ste 150 Overland Park, KS 66213-1113

  
• 

  Lula Smarter Property Maintenance, Inc.

  10801 Mastin St Ste 110 Overland Park, KS 66210-1670

  
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  Lula Smarter Property Maintenance, Inc.

  12900 Metcalf Ave Ste 190 Overland Park, KS 66213-2600

  
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  Lula Smarter Property Maintenance, Inc.

  5440 W 110th St Ste 300 Overland Park, KS 66211-1221

  

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:05/14/2025

  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.

  Specific Issues with **** Maintenance
  
  Unauthorized Trip Fee ($99): I was charged a $99 trip fee for a scheduled maintenance visit on April 28, 2025. However, both my tenant and the maintenance professional confirmed that this appointment was rescheduled, and no trip was actually made on that date. This charge is completely unwarranted.
  
  Charge for Unperformed Service: I was billed for a complete furnace maintenance service (>$200), but the maintenance professional was unable to access the furnace to perform this service. I should not be charged for a service that was physically impossible to complete.
  
  Charge for Tenant-Provided Materials: **** charged me for changing air filters that were purchased by my tenants themselves. Charging me for materials I did not provide is unethical and inappropriate. Charged $45 for materials MY tenant purchased and provided.
  
  Poor Customer Service: I have attempted to resolve these issues by contacting **** directly three separate times. Each time, I was promised a callback that never came. When calling back, I discovered that no notes had been taken about my previous calls, forcing me to restart the explanation process each time.
  
  Total Disputed Charges
  The total incorrectly charged amount is $337.77, which I am requesting to be refunded in full.

  

  Business Response

  Date: 05/26/2025

  This complaint was reviewed and the invoice was fully refunded and the customer was communicated with regarding the service. 

• Initial Complaint

  Date:04/25/2024

  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.

  We were renting a house and are payed up till the end of the month. Lula came and changed the locks on the property while we were still in there and just the gentleman from lula which was **** Close and the inspector. **** changed the locks on the 9th the inspector came on the 10th they were the only two who had access we could not even get into our home which like I said we were paid till the end of April the two people were **** from lula and the inspector who took pictures and our stuff was gone. The inspector has bee. working with police lula and **** have not. Our stud was stolen from lula. The two items attached was the morning of the night they changed the locks of people still living there and current on rent have never been late. It's way too much to write out would be better if you could call. Or i could come in and explain.

  

  Business Response

  Date: 05/07/2024

  Hello, 
  
  Thank you for filing this complaint, as we take matters like this very seriously. Accusations like this can be very damaging to companies and small businesses, so we have done a deep investigation into the matter. 
  
  First, we wanted to acknowledge your frustration. Whatever took place, it is no doubt a difficult thing for you and we hope that you find the resolution that you need for your things. We are sorry that there was a mixup and someone created a rekey request before you were scheduled to vacate the home. 
  
  Next, we want to let you know that the Pro you are referring to ****** is not an employee of Lula or your property manager. He is a sub-contractor that performs work for Lula. The statement that Lula nor **** have cooperated with the police is untrue, as we contacted Officer **** ******* about the matter and provided him with ****** direct contact information. We called **** to check on the status and he stated that he has not yet heard from the officer, but he still denies taking any of your belongings. Both Lula and **** are happy to cooperate with Officer ******* or any police investigation that takes place. We are confident that the findings will absolve **** and we will come to find this all as a misunderstanding. 
  
  As for the lock change, we received a request from the property manager of the property in question to go out and rekey the locks. We were not aware of someone still living there as we were just out to do the job that we were told. Along those lines, there are many cases where belongings are left abandoned or squatters have inhabited the home. The images that you attached appear to be to your property manager, which we would not have seen/received. 
  
  Again, we acknowledge your situation. We are sure that is frustrating to deal with right before moving out and we hope that you find the resolution you deserve! We will do whatever we can to help aid you and the investigation. 
  
   

• Initial Complaint

  Date:12/09/2022

  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 am a tenant of ****** ******** **********. I broke the glass in my window on 9/27/22 and Lula was the 3rd party company that was contracted by ****** to repair it, the repairs were completed on 10/28/22. I was recently charged $735.45 for the repair. I contacted ****** on 12/02/22 to get the itemized bill, I was informed that Lula never sent an itemized bill, just the invoice. I was sent the invoice and was advised to contact Lula to get the itemized bill myself. I contacted Lula and they told me that they legally could not send me the itemized bill, so I then requested that they send it to ******, and it could then be forwarded to me. I did not receive anything by 12/7/22 so I contacted ******** *****, a supervisor at ******, regarding the issue. She sent me the quote from Lula, and I later received the itemized bill. I discovered that Lula quoted $433.63 for 3-4 hours of labor and $301.82 was expected to be the price of the custom size glass. The men from Lula came and repaired my window in 37 minutes (2:18pm-2:55pm), according to the videos from my Ring doorbell, and charged $388.36 for those 37 minutes of labor. The glass that they used to repair my window came from Ace Hardware, so I contacted Ace to get an estimate on the price of a custom size pane of glass, specifically a 35 3/4' x 24'. I was told depending on the thickness of the pane it would be between $10-$35, but it was required to order 6-12 pieces of glass. Lula charged me $347.09 for the cost of the glass, that is an approximate 891% price increase. Lula had to order multiple pieces of glass in the custom size, and I believe they are charging me for all of the pieces that they had to order, despite only installing the one, single pane of glass in my house. I am highly concerned with the unethical business practices exhibited by Lula. I have not paid the bill because of this dispute. Please see the supporting documents for the copies of emails, the quote, the invoice, and the itemized bill.

  

  Business Response

  Date: 12/28/2022

  Hello, 
  Thank you for submitting this complaint. We have conducted an internal investigation and came to the conclusion that the work could have been done for a cheaper price. However, the accusation that the cost of the glass was only $10-$35 is incorrect. The glass had to be custom ordered and then cut to the appropriate size (which adds to the material cost). On top of that, you are not accounting for the quality of the glass that was used. 
  Please keep in mind that Lula works with 3rd party sub-contractors through our network. Lula was not the one responsible for the work that was completed, rather, we were just the facilitators of such work. Also to note, this was a quote that was approved by your property manager. There was every right and opportunity to reject or request a lower price for the window. However, that never occurred and the price was approved to move forward as is. 

  With that being said, we (Lula) should have caught the high quote on the front end. Due to this, we are willing to reduce the price on this invoice to satisfy all of the parties. This means that we will be eating a cost that we were still required to pay out to the technician who completed the work. Again, please consider that we were just the facilitator of the work and not the technician on-site. Please let us know if a reduced invoice is an acceptable resolution to this complaint. We have already contacted your property manager for guidance on how to go about this next step. We will either be sending the amended invoice to ******, or you directly, depending on their direction. Since ****** is our customer, we are still required to go through them for this process. 

  Customer Answer

  Date: 12/30/2022

  [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 reason I am rejecting Lula’s resolution for now is because they have not given me an updated price on the invoice and since Lula will be working with ****** as stated in the response I feel that ****** will accept the new price on the invoice without my consent as they previously had done on the other invoice and the initial quote for the repair. There seems to be a disconnect within ******** management’s hierarchy and communications between the tenants and any third parties like Lula. For example, based on what ****** communicated to me, I was under the impression that Lula was the third-party company that was solely in charge of the repair. Also, I as the tenant was never sent the estimated quote for the repair before it was accepted on my behalf, the first time I saw the quote was on December 2, 2022, when they mistakenly sent it to me instead of sending me the itemized bill. With that being said, I am interested to see what the reduced price is so it can be approved by me before being sent to ******.
  
  Regards,
  
  ******** ****

  

  Business Response

  Date: 12/31/2022

  Hi ********* 

  Thanks for voicing your frustrations. Please understand that Voepel is still our customer and we are required to communicate with and through them. We are willing to reduce this invoice by $300 in an effort to resolve this for you. Again, we acknowledge that this person could have done the job cheaper than was quoted. But please note, you were under the assumption that the glass was ordered from Ace Hardware due to the fact that it arrived in an Ace bag. However, the glass had to be custom ordered and was cut to fit by Ace Hardware. So the quote that you received from Ace Hardware is an inaccurate comparison. While the quote could have been cheaper, it was still something that ****** (our customer) approved. 

  We aim to improve in every situation by observing, listening, and acting. Please accept the $300 invoice reduction as well as our apologies for any inconvenience this has caused. We certainly don't wish to cause any financial stress to anyone. This is a cost that we are going to be eating ourselves with the hope of producing a satisfactory outcome for all parties involved. 

  We hope that you will see this gesture as a reflection of our commitment to customer and resident satisfaction. 
  Thanks, 
  Lula

  Customer Answer

  Date: 01/04/2023

  [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: I understand that you are telling me that the glass had to be custom ordered and cut to fit by Ace Hardware, with that being said I need to see the invoices for these charges to be satisfied. If the glass was custom ordered due to the dimensions, I do not understand why Ace Hardware had to cut it to fit. There have been too many inconsistencies with the quote, invoices, and itemized bill and I still do not know exactly what I am paying for. Please provide me with the invoice for the charges from the company that supplied the custom glass window and the invoice from Ace Hardware for cutting that glass, if this is the case. Regards,
  
  ******** ****

  

  Business Response

  Date: 01/05/2023

  ********* 
  
  We have mentioned this previously, but this work was done by a sub-contractor who is not employed by Lula. We are merely the facilitator of this work and offering to reduce the invoice by $300 out of respect for you. With that being said, this is a quote that was approved by our customer. ****** had every right to reject or request a second quote from a separate technician if the price was unsatisfactory. Unfortunately, when a window is broken, someone needs to pay to repair that. In this instance, it is either you or ******. We will not be reducing this invoice below $435.45 (originally $735.45), as that is already counting as a loss for our company. 
  
  When a quote is approved, that is the price that is required to be paid. We still had to pay the subcontractor the same amount of money regardless of the outcome of this discussion. We apologize that we cannot help you more, but considering the circumstances, we are already paying 40% of this bill out of our own pocket. 
  
  Regarding the labor, you are only considering the time that they were on site for the installation. Are you accounting for two technicians on the installation? Are you accounting for the time it took to also have the glass cut? That time is all worked into the labor on a quote of this nature. You reference 37 minutes when it was quoted at 3-4 hours. Please note that companies do expect at least one hour on any job they do. It is not pro-rated if they finish the work faster, otherwise that would incentivize them to work slower in order to draw out the time. With two employees on-site, that figure is then considered 2 hours of labor on-site (one hour minimum x 2). Along with that, they are accounting for the aforementioned time it took to have the glass cut and gas/travel. Overall, that would end up in the 3-4 hour range. 
  We hope that BBB will see our responses and action regarding this complaint and understand the situation. We will still honor our $300 reduction and can send that to you via email. The total amount will be $435.45. 

  Thanks,
  Lula

  Customer Answer

  Date: 01/07/2023

  [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:  In order to hopefully resolve this issue I would like to be provided with the invoices from the company that the custom size glass was ordered from and the invoice from Ace Hardware for cutting the custom size glass, as I mentioned in my last request. Again, there have been too many inconsistencies with the charges because first you told me that Ace Hardware cut the glass to fit but now you are saying the subcontractor (whoever that is) cut the glass to fit. Also, I don’t understand why a custom size glass window would be ordered only to take it to somewhere else to have it cut to fit. That doesn’t make any sense. As you stated your last response regarding the BBB I am sure they can see that you are not supplying the invoices that I am requesting as well as the aforementioned inconsistencies. This matter will remain unresolved until I am supplied with the invoices that I am asking for.
  
  Regards,
  
  ******** ****