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:03/22/2023

  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.

  We were issued unjustified charges when we moved out of the property on **** ******* ****** ****** ***** MO *****
  
  This included charges for defective items that were not broken by us, and the cleanliness of the house, which was full of bugs and debris when we moved in. They sent us "before" photos of the property, and we asked to see timestamps on the photos
  
  It was at this point that the company sent the bill to a collection agency, even though we were in the midst of discussing a resolution.

  

  Business Response

  Date: 04/17/2023

  The address that was in the complaint, **** ******* ****** ****** ***** ** ***** is not a property that we have ever
  managed.  With a little research on my
  part I found that **** *** ********* rented the property at **** * ***** ****** **** **************** ******* **** ****** ********* The house underwent
  a $15,000 make ready in 5/2021, which included a full interior paint, yard
  clean up, installation of all new flooring throughout, and house cleaning. Upon
  move in, **** *** ********* indicated they did not feel the house was as clean
  as they expected it to be. On 11/9/2021, we sent a vendor to do additional
  cleaning as the house had been vacant since the last cleaning in May of 2021.
  
  Upon move out, our inspection photos showed
  a light in the living room which had been pulled from the ceiling
  ·various walls throughout the house which were gouged or where the sheetrock was torn
  a pile of trash left at the curb
   leaves littering the yard, floors, appliances, vents, drawers, and cabinets which were not cleaned
  Drip pans on the stove were dirty
  Furnace filter was dirty
  Four of the blinds in the house were damaged
  A light globe in one bedroom had been removed
  Two smoke detectors had been removed from their brackets and deactivated. Per the lease agreement, there is a fine of $75 per disabled smoke detector.
  The
  total move out charges came to $1568.20. Once the security deposit of $1145 was
  applied, this left a balance owed by the renters of $423.20. When they received
  this statement, the renters stated the dome light in the living room fell
  during moving and claimed it was an issue with the installation. Giving them
  the benefit of the doubt, the owner agreed to refund that charge of $39.20,
  bringing their balance to $384.00. We also provided photos of the areas where
  charges were assessed at this time.
  On
  11/9/21, shortly after their move in, the renters received a copy of the move
  in inspection. The instructions were for them to review the inspection and add
  any notes they wanted to add to document the condition of the house at move in.
  They were to return that by 11/16/21. It does not appear they returned that,
  thus accepting everything documented in our move in inspection was accurate.
  Upon
  further dispute of the move out charges after the above communication, the
  renters were offered the opportunity to settle their balance for $194.80. This
  email was sent on 2/20/23 and stated the following:
  We
  do not have any discrepancies as we have an invoice for the vendor showing the
  cleaning was completed on 11/9. We also have pictures of the condition of the
  house at move in versus move out. The owner feels the charges are justified.
  However We, in the interest of closing this matter they are willing to forgive
  the $150 fee for the two disabled smoke detectors if the remaining balance of
  $194.80 is paid in full by 2/28/23. You can make that payment through your
  portal. Send me an email to let me know when that is paid and I will make the
  $150 adjustment and show your balance as $0.
  No
  payment was received from the renters. Home Rental Services had, at this point,
  provided sufficient support for the damages charged to the renters. In
  addition, we acquiesced to one of the charges and made an offer to remove another
  once payment was made. Since no action had been taken by the renter to clear
  their debt, the matter was turned over to collections.
  We
  have tried to work with **** *** ********* about these charges since December
  of last year.  The communication has been
  clear and well documented with photos, invoices, written inspections and
  numerous emails.  The damages were clear
  as were the amounts charged to correct the issues.  They were offered another $150 reduction in
  the charges but they needed to pay the remaining balance in full by the end of
  February.  They did not pay the remaining
  balance as they said they would so they were sent to collections.

  Customer Answer

  Date: 04/17/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:

  There was no cleaning crew that came in an the date claimed. The business has ignored my request to see an invoice proving the services allegedly rendered. Also, when we moved in, the yard was not kept there was debris and trash in the yard, including a full sized dog bed. All windows in the house were also filled with dead wasps- we had to clean thos ourselves.

   

  In addition to this, many of the charges issues are far above the actual cost and labor to repair. Once again, the business has multiple times ignored my request to seeing any invoices. At one point they told me that they factored in the owner's time inspecting the property, which is not something I should be paying for.

  Lastly, the business consistently took months to reply to our messages. We would have gladly complied with the $150 final charge, but at that point it had been over a month since the last reply. It is unreasonable for the business to penalize us when the lack of communication was primarily from their side.

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