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:02/28/2025

  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.

  Trash is always left piled up outside nasty for days. I recently recieved a call saying we were charged 250 dollars for excessive amount of ****** boxes outside dumpster. I asked for picture proof of the boxes never recieved any. They sent maintenance out yesterday to take pictures and he only found 3 boxes that had fell out of the over piled dumpster. They are saying there charging anyone whose name was on something on the ground 250 dollars that is excessive and insane over boxes. The charge on my account says trash but in all emails it says boxes. I was outside when they sent the man and seen him only find 3 boxes and heard him call and tell her it. I called them 8 times yesterday and only recieved an answer to 2 of my calls and they were shorter than 4 minutes long. 250 for 3 boxes when the trash was overflown for days is insane. We have a bad raccoon problem and dumpster divers that come and go into the dumpster.

  Business Response

  Date: 03/12/2025

  Owner of the property asked us to bill back tenants that didn't put garbage in dumpster according to lease.

• Initial Complaint

  Date:01/08/2025

  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.

  I moved into a new apartment in May, and within a week immediately found roaches on the outside of the building I reached out to the management company. They said they would send someone to spray , two weeks after that I found another roach. I have continued to find roaches, about one every two weeks. they have sent someone to spray the entire building allegedly and yet I have still continued to find roaches. I paid $1000 in my deposit and now I am stuck living with roaches. I tried to reach out to see if they could cancel my lease and give me my deposit back and they said no they would not be giving my deposit back. Any help would be greatly appreciated. I cannot live with roaches.

  Business Response

  Date: 01/08/2025

  PML Real Estate Group doesn't manage a property at *** **** *** in Louisville, KY I believe you have the wrong company.  Property management of Louisville rented to you at *** * **** and you already vacated that apt and we closed out your account.

• Initial Complaint

  Date:11/04/2024

  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.

  For the last couple weeks I have been letting the maintance people know that had rat infestation in the maintance man only came with 3 repellent plugs never look around never came back In block me where I can't call him the maintance supervisor lie and told me he was coming it has gotten so bad that I had to take me and my child out the house cause it unsafe it fetuses and piss everywhere in it's unsafe environment for us metro 311 came out in said something to them

  Business Response

  Date: 11/06/2024

  The owner of the property is handling the extermination with a third party company.  Property Mgmt of Louisville isn't involved in maintenance for this owner.  Owner said they have spoken to city of Louisville and in compliance.

  Customer Answer

  Date: 11/06/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: John told me that Sarah the maintance said  that they will not go in there because  it's dirty and pest control is not going in there 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/15/2024

  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.

  On Tuesday, October 3rd either a pipe burst, or a valve broke in the apartment above me and my husband’s apartment. We weren’t notified until my husband got home, and noticed everything. He met the maintenance man outside who explained the situation. He couldn’t get the water shut off, so it ran until Friday, October 4th. The water came through our ceiling. Our carpet from The bathroom all the way to the right side of our bedroom, got soaked. The entire ceiling from the bathroom to our bedroom has signs of water damage, and the portion of the ceiling that’s in our bedroom is bowing because of it. On October 4, the property management got a plumber out there to get the water shut off in the apartment above us, but once they did that they left. When connecting with our property management about having everything repaired, they said that they wouldn’t be able to have anybody out until the following week to fix the ceiling and everything else needs to go through our insurance. They also told us that they would not be reimbursing us for a hotel stay or anything else. They did not offer dehumidifier to take the moisture out of the air, or offer that we move into a new unit to finish the duration of our lease.
  
  On Friday, October 11, someone was finally able to come out and check out the apartment. In their own words when they arrived, everything was dry so they painted the ceiling and treated the floor for mold. The problem is that our apartment has carpet everywhere except the kitchen and the bathroom, and after having an inspection with my insurance agent, we found that they didn’t lift up the carpet to replace the padding underneath, Which has left the concrete underneath the padding to be wet as well and a breeding ground for mold and insects. In addition, the ceiling that they painted they didn’t actually repair all they did was painted and it is still bowing. Yesterday we found mold on the bathroom baseboards and along the wall of a closet near the bathroom.

  Business Response

  Date: 10/15/2024

  We have made the repairs to the unit and inspected thoroughly multiple times.  Leaks like this happen in multifamily housing.  If you are interested in putting in notice to vacate at the end of October we will accept that without penalty for terminating lease early.  Just email [email protected] if you would like to do that.  If need more time that is fine as well just let them know what date you are interested in moving out.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The air conditioner went out and it's 90° in my apartment and they refuse to send someone out because they don't consider it an emergency. But state law does. And when I tried to explain that I have cancer they said "with all due respect I don't care" and still refuse to even contact the property owner

  Business Response

  Date: 06/18/2024

  Property Mgmt of Louisville has received your maintenance request and it was passed on to the owner of the property and the owner is having the A/C fixed at his expense.

  Customer Answer

  Date: 06/18/2024

  Thank you for your help! Was getting told it wasn't getting fixed until after you contacted them for me!

• Initial Complaint

  Date:01/02/2024

  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 been with property management of Louisville over 13 months paying $1,850 to 1,950 month to month and never Was I late on a payment but once I was ready to do my move out I passed December 7 2023 they said I had damages of $225 cause I had curtain rods in the hardwood when they was actually nail holes after that. property Management of Louisville said I didn’t turn in my key after I move out December 6 2023 and everything was fine up until December 8 2023 and I received a call about me not turning in the key when I talked with someone in their office I told them the key was under the mat on front porch they said OK but they contact me December 19 2023 saying they charging me $520 for the 8th day when I told them i place the key on porch where i I got the key when I moved in. Then told me a man bring a key to there window when that was a lie when I told them where I placed the key on porch I never been to their office until I kelp receiving emails cause they didn’t return my calls and I asked to speak to the owner and the owner refused to talk me then they told me they would never put a key on porch that I was lying and that I would have to come to the office to get keys when I moved in “when I have proof” that when I moved in the house and that I never came to their office to get a key that I received the key that property Management of Louisville “giving me instructions where they placed the key” when I try to explain to property Management of Louisville that they are wrong when I shouldn’t have to pay for the 8 days that they confirmed I moved out and they received the key property management of Louisville said they are going to take $520 out my deposit and send me the remaining balance through the mail the way I received the key I was thinking I was supposed to do the same This business is extremely unprofessional. This company has the worst communication I have ever seen! property management of Louisville i would never refer no one to them

  Business Response

  Date: 01/02/2024

  All tenants pay rent until they return their key to the management office.  We stopped charging rent the day that the tenant returned their key.  All other tenants return there key to our office within 24 hours of vacating in the secure drop off box or during business hours.  By not doing so the owner wasn't able to rerent the unit.  In future if you move out return the key according to your lease.

  Customer Answer

  Date: 01/05/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  ******* ****
  

• Initial Complaint

  Date:11/08/2023

  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.

  Property Management of Louisville, or PMOFL, has been systematically overcharging or erroneously charging late fees to tenants. On three occasions in the last 3 months, I have had to proactively reach out to the business in order to have late fees cleared from my account that were erroneously posted due to a "system error." This pattern of overcharging is documented and clear. The business is aware that their rent platform sometimes causes erroneous late fees to be issued, but apparently has taken no proactive action to prevent this from occurring. I have had to inform them of the discrepancy and request a manual adjustment. On the occasion that I was correctly charged a late fee, it was 50% higher than the amount as stipulated in my lease agreement. The sum total of these actions, I believe, represents a systematic pattern of overcharging unwitting tenants. People could easily be paying fees to this business that go unnoticed. This is potentially illegal, and most certainly unethical.

  Business Response

  Date: 11/08/2023

  I reviewed tenants ledger and it does look like our new payroll system adding a late fee and shouldn't have.  The tenants ledger was corrected when brought to our attention.

• Initial Complaint

  Date:10/19/2023

  Type:Customer Service 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 used PMOL for approximately 12 months to manage a three unit multi-family rental in Louisville, it was one of three rentals I purchased in 2022 and one of two in Louisville. Unfortunately the team at PMOL have continuously failed to fulfill their contract obligations including the production of monthly reports, maintaining communication, and providing written estimates for any maintenance, excluding emergency maintenance, in excess of $500.
  
  Since the middle of September 2023 they have failed to return numerous emails and telephone messages. I have called an emailed multiple members of this team without response or the response given intentionally addresses me by the wrong name and or doesn't answer the question asked. The level of communication breakdown has become so bad that I cannot receive confirmation that we are no longer in business together. Multiple emails have been sent to ***** ******* in an attempt to settle accounts and there have been no responses.
  
  I have made contact with a new property manager and will move forward with providing affordable housing to the residents of Louisville but my interactions with PMOL have been so negative that I am considering removing my business from the city entirely.

  Business Response

  Date: 10/30/2023

  ******,

  Sorry you feel that you aren't getting responses from our team.  Every owner has an owner portal that has all of their financials with all of the reports showing income and expenses.  If you need that login let the accounting office know and they will send to you again.

   

• Initial Complaint

  Date:08/08/2022

  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 renting from PML. I checked to see if my rent came out and they’re auto payment system took out two amounts of ($924) first on August 3rd and the second on August 4th. Sent my bank account into overdraft and I can’t get a representative on the phone at all regarding my issue. I arrived to the office in Louisville, and it says it’s open but there’s a sign that they’re only doing calls and e-mails. I’ve emailed finance department, and the leasing agent. Still no response from the emails since 7am.

  Business Response

  Date: 08/09/2022

  The auto payment system is pay lease and you setup that payment not Property Mgmt of Louisville.  We do not see your account nor do we manage it.  If you put in twice then it would come out twice.  I would call ******* at ************** and tell them you need to remove one of your payments and they will help.