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:10/17/2023

  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.

  In September 2023 I was looking to rent an apartment. I found **** ****** **** ** an apartment managed by Company listed (PSPM-KY).
  I called on Friday Sept. 15th at 5;20pm EST. (10 minutes before they close) (I have the call record)
  at 5;20pm I was told that the apartment was available and had no applicants or deposits.
  I then applied online over the weekend while the business is closed and paid 100$.
  I was then told the apartment has been rented on Tuesday afternoon and I would need to find an alternative apartment from their website. I then went through 5 other properties and each time was told it was rented. When I check availability over the phone was repeatedly told they update the site daily and all available rentals are online. I kept asking and each time was told it was not available. Meanwhile the original **** ****** **** is still on the website. Finally after we asked about it again it was removed.
  Now, October 17th the apartment is listed again on the website. I believe they are scamming people out of application fees by advertising apartments that are not currently available as if they were.
  I tried every apartment and they would not let me see or rent any of them after i gave them 100$, but before they told me it was available, and now a non-reasonable rental period later the apartment is advertised again, without being offered to us even though we paid the 100$ application fee.

  Business Response

  Date: 10/27/2023

  Dear **** *******
  
  We hope this message finds you well. We've noticed that you've not responded to our previous messages regarding the available apartments. We want to remind you that our properties are allocated on a first-come, first-serve basis, and we've had other applicants express interest in the same apartments. Additionally, please be aware that your application fees are non-refundable, as clearly disclosed in our application process, which you e-signed, agreeing to the terms. 
  

  Should you have any further questions please don’t hesitate to contact me directly at [email protected]. 

  
  
  Sincerely,
  ****** ********
  Regional Property Manager 

  
  

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Since moving in May of 2023, there have been several issues regarding this apartment we have rented through Professional Solutions Property Management. The initial problem was that there were CONSTANTLY bugs in the apartment. Spiders, centipedes, ants. We would treat the apartment, and they would come right back. We did not address this directly through the leasing office only because we thought we could handle it ourselves. This was a mistake. Moving on to more recently, there is a mold problem in the downstairs bathroom. We have been experiencing “allergy” like symptoms for awhile but I typically do not get seasonal allergies so this was unusual. I submitted a request and it took them 11 days, me trying to call and them not answering the phone (per usual) and I finally just went in person to the office and they FINALLY sent a technician to come treat it. The technician stated that based off his findings that the mold is likely coming from the HVAC unit (meaning it is airborne) because he did not locate a leak anywhere. Stated that an HVAC technician would come evaluate it eventually. Several days after he leaves, PSPM put through the portal that the maintenance request was complete, which means nobody else would be coming out to assess the issue. Now, to today, the mold is growing back at an alarming rate, and I actually found out I was pregnant within the last week. I have no idea what/how this mold is affecting mine and my partners health and PSPM has shown NO initiative to fix it. The technician was very respectful and did treat the mold, but no one is trying to find the source of the problem. This is frustrating me to the point that I am really beginning to wish I had taken people’s advice and NOT rented through PSPM. I advise anyone looking for a property to rent to LOOK ELSEWHERE.

• Initial Complaint

  Date:08/18/2023

  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.

  Hi, I'm ******* ****** contacting you on behalf of my Grandmother ****** *****. She lived at ******** ***** ********** for 28 years was bought out by this terrible Compamy that made an 88 tear old move out cause she was on section 8 and the only one there that was on it. They will not give her deposit back of $250.00. I talked to their attorney and he said NO! This move has caused her to have a ****** ** **** *** *** ***** *** ** **** ** ****** She's 88 years old and this is elder abuse. She's officially blind now. I went to Property Management and they were going to call the cops on me if I didn't leave the premises. Something has to be done with this evil people. Help me please!!

  Customer Answer

  Date: 08/19/2023

  Good Morning, 

   

  I'm here at my grandmother's she's lost ****** ** **** **** due to the stress of making her move. Her surgery is this following Thursday I pray her eyesight is restored and she can process this complaint going further. In the meantime what is your suggestion how to proceed? 

   

  Thank you. 

  ******* ****** 

  Business Response

  Date: 08/23/2023

  I am writing to address an incident that occurred recently at Ash Park Apartments. During your visit on 8/17/2023 , our office staff reported an incident where you engaged in screaming and unruly behavior directed towards our team members. Additionally, it was reported that you were requesting information intended for residents only, which led to a confrontation with our staff. You are not on the lease and we are unable to disclose any information to you. We take matters concerning the conduct of our visitors very seriously, and during the visit you exhibited inappropriate behavior and verbal aggression towards our office staff which was caught on camera. We understand that misunderstandings and frustrations can arise, however this policy is to maintain the integrity of resident records. We would like to emphasize that such behavior is not aligned with the values and standards we uphold at Professional Solutions Property Management. We strive to maintain a respectful and courteous environment for all individuals, including our valued visitors and our dedicated staff. We kindly request that any future interactions with our office staff be conducted in a respectful and professional manner.  We believe that open communication and mutual respect are key to fostering a positive atmosphere within our community. Please understand that we are committed to ensuring a welcoming and respectful environment for all individuals who engage with our property.

  Customer Answer

  Date: 08/26/2023

  Yes. I did go by the office to collect her deposit they was very rude told me to leave they was not going to help me whatsoever.  They have destroyed an 88 year old woman's life on making her move knowing she doesn't have many years left. These are the rudest individuals I have ever dealt with in my life. Their attorney called me and said NO we will not pay her back her deposit after 28 years in fact he actually said she owes us $32.00 for not turning in her key in time. This is elder abuse they have taken advantage of an old woman and something must be done so others are not treated this way. She lives on a little over a thousand a month a depends on every penny she can get. 

  Business Response

  Date: 09/11/2023

  I am writing to address an incident that occurred recently at *** **** *********** During your visit on 8/17/2023 , our office staff reported an incident where you engaged in screaming and unruly behavior directed towards our team members. Additionally, it was reported that you were requesting information intended for residents only, which led to a confrontation with our staff. You are not on the lease and we are unable to disclose any information to you. We take matters concerning the conduct of our visitors very seriously, and during the visit you exhibited inappropriate behavior and verbal aggression towards our office staff which was caught on camera. We understand that misunderstandings and frustrations can arise, however this policy is to maintain the integrity of resident records. We would like to emphasize that such behavior is not aligned with the values and standards we uphold at Professional Solutions Property Management. We strive to maintain a respectful and courteous environment for all individuals, including our valued visitors and our dedicated staff. We kindly request that any future interactions with our office staff be conducted in a respectful and professional manner.  We believe that open communication and mutual respect are key to fostering a positive atmosphere within our community. Please understand that we are committed to ensuring a welcoming and respectful environment for all individuals who engage with our property.

• Initial Complaint

  Date:07/09/2023

  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.

  The people who work for this company are greedy, arrogant, and rude. My mother filled out an application for a property and was approved. However, there were still tenants living there. They still have not moved out. I emailed with a rep from the company about how my mother uses a wheelchair and would need to see the property before committing. I was told she needed to put down an $875 deposit so nobody else would be eligible for the property. It was made clear we wanted to see the property first. It was never stated to us that the deposit is non refundable. My mother did not end up taking the property and now cannot get the deposit back. My mother is a senior and is handicapped and losing that much money has been detrimental. I spoke with the director to see if anything could be done and she was rude and kept stating the application spoke of deposit not being refundable. However, it was explicitly talked about in the emails with the rep that my mother needed to see the place before making a commitment. I feel we were very misled and now they will rent this property to someone else and get a deposit from them and pocket the $875 from my mother when the property isn’t even able to be rented yet. It is terrible business practice. This company is just greedy and they don’t care about their tenants.

  Customer Answer

  Date: 07/09/2023

  I do not have POA for my mother, however she is a senior and is handicapped and she does not deal with technology. Every part of the application process, the deposit, etc was performed by me on behalf of her. 

  Business Response

  Date: 07/19/2023

  We are sorry to hear that your experience with us has not met your expectations. We would like to address your complaint and provide clarification on the matter.
  

  As we have previously discussed, the signed application states the nonrefundable nature of the deposit if the move-in date is not fulfilled. By signing the application, you acknowledged and accepted this provision.
  

  We understand that circumstances may arise that prevent residents from moving in as planned. However, as the terms of the agreement clearly indicate, the deposit serves as a guarantee of intent to occupy the premises. In such cases where the move-in date is not fulfilled, the deposit is retained by the landlord or management company because when a deposit is paid it removes the listing and waives all other applicants causing a loss for the property.
  

  Due to our privacy policies, we are unable to discuss or disclose any specific details with individuals who are not listed on application. Since you were not an applicant, we have asked to speak with you mother directly by phone, email or in our office.
  
  
  

  
  

• Initial Complaint

  Date:06/14/2023

  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.

  Professional Solutions Property Management Bought our apartment complex as well as the other apartments on our street.
  
  There is no pre-existing lease in place and we have not signed a new lease.
  
  This company is trying to assess late fees without any prior documentation of such late fees. $50 initial late fee and $5 a day.
  
  We, as many others, were 1 month behind upon takeover. But we had an agreement with prior landlords. Professional Solutions Property Management Will not honor it.
  
  I secured 3 months worth of rent through a private program as well as 2 months cash. Professional Solutions Property Management REFUSES to accept it. I spoke to the lady who is supposedly in charge and she said the owners hard to reach but he makes the final decision. 2 minutes, yes 2 minutes later she texts and says the owner refuses.
  
  Professional Solutions Property Management Put a notice saying they were filing eviction on 6/5/23. I spoke to them and they will not work with us. Today, 6/13/23 they served us with another notice saying they are filing eviction at 3pm on 6/14/23. They came to my apartment and gave my child the eviction letter.
  
  I contacted them again and was met with the same information. I repeatedly asked for the manager to call me and was denied. The lady in charge told me several times only the owner could decide to take my rent. But yet, the SAME employee insists I have to speak to the SUP, but the SUP cannot help me.
  
  The rent in Berea KY has almost doubled in price since I moved in and I’m positive that Professional Solutions Property Management is evicting people to raise the rent. They refuse to take cash, insist people make payments online even when they aren’t capable, if you can’t do this, you’re evicted.

  Business Response

  Date: 06/24/2023

  This matter has been resolved directly with the resident. 

• Initial Complaint

  Date:06/12/2023

  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.

  I have complained about my A/C unit having problems since 4/30/23. Nothing has been resolved. I still have no A/C and no real explanation as to why or when it will be fixed. I am still expected to pay my full rent when A/C is supposed to be included. When I call the office all they allow you to do is leave a message. The only thing they have provided is a window unit, which will cause my electric bill to rise.

  Business Response

  Date: 06/13/2023

  We apologize for any inconvenience that you may have experienced. We realize that an 
  HVAC outage can be very difficult, however this was caused by a utility company and we have been waiting for them to correct this issue. This problem occurred during their infrastructure installation. 
  This is not a normal issue and a very unusual occurrence. We have provided window units to ensure the safety and comfort of our residents. These window units are brand new and are energy efficient and will not cause utility bills to increase. 
  The utility company has provided a tentative completion date of next Friday. We truly apologize for any lack of communication during this situation.

  Customer Answer

  Date: 06/14/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Professional Solutions only provided me with a window unit weeks after I complained about my A/C not working. I called the office and was told to put in a work order for the window unit, so I did. A week went by without any response to that work order, causing me to call the office again and to be unfriendly with the office worker. After that conversation I was brought a window unit the next day. My neighbor has complained to me that she was told they are out of window units, so she didn’t get one.  Also, they do not communicate about the situation at all unless it is an email asking to stop putting in request because they are handling the situation. No one has been notified as to when it will be resolved. 
  

  
  
  Sincerely,
  
  
  ******** *****

  Business Response

  Date: 06/22/2023

  Hi ********, we would love to speak with you on this matter. You can contact us at *************

• Initial Complaint

  Date:01/24/2023

  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.

  I moved out of **** ***** ********** owned by Professional Solutions on October 31. The lease agreement states deposit refunds will be issued within 30-45 days after moving out. I received a letter on November 30th stating that I would get $775 of my refund back, which I was very pleased with. However, it has now been 85 days since my move out date and I still haven’t received my deposit refund. I’ve tried calling the office multiple times. At first I was told to wait longer, then I was told I would get a call from the property manager who never called me, then I was given the property manager’s number and they won’t answer the phone or return my calls. I’ve tried to be patient, but after reaching out multiple times it is unfair that I am continuing to be ignored after such a long time period has passed since I was supposed to receive my money.

  Business Response

  Date: 01/24/2023

  Good afternoon, 

  Thank you for taking my call today and just allowing us to speak with you regarding your deposit. I am happy to hear that it has arrived as of 1/24/2023 and again apologize for the delay in receiving your refund. Should you need any further assistance please don't hesitate to reach out to me directly. 

  Sincerely;

  ****** ******** 

   

  Customer Answer

  Date: 01/24/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/27/2022

  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.

  We put in a deposit for a apartment after we were told we had to put one in to see the apartment once we received pics the apartment was what we’re looking for. After that communication was very sketchy she wanted us to come sign lease and we wanted to see the apartment once we seen apartment and was not even remotely what she stated and the pictures didn’t look as nice or clean in person. Once we told her that it was not what we were under the assumption it was she said the deposit was nonrefundable which was never stated to us and now will not return our calls we paid 500 and now we have no way of getting it back as she will no longer return calls not that she did before

  Business Response

  Date: 01/10/2023

  I am so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority. I have reviewed your complaint and assure you that Professional Solutions Property Management  does not force a deposit to be placed in order to view our apartments. The deposit is only placed when asked if you would like to secure the unit. In our application process on the last page before submitting you are required to electronically sign and review the terms of agreement. Which then states that the deposit is non refundable should you fail to fulfill your move in. Please review the image below that shows the last page of our Terms of Agreement.  

  Best regards,

  ****** ******** 

  Regional Property Manager 

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

  ***********

  Customer Answer

  Date: 01/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You as a company are making a false claim that you do not push someone into a contract and that is a lie the messages I received from your company told me that if I wanted to secure the apartment we would have to put a deposit I was never told I could look at apartment and if this was an intent to lease why did I not sign that? Also if your customer comes first why have a never heard back from your company after I was scammed you are completely unprofessional and I feel sorry for your future tenants. Luckily my deposit didn’t put me in a financial situation I can only imagine the people you have done this too and according to your google reviews I am not the only one. Other than put a deposit down we never signed not one thing if you truly put the customer first why didn’t you make this right so I’m calling you on that one and also for the future tenants you have make sure you take pictures of the actual apartment you are renting to , you had the same picture for multiple apartments it wasn’t until looking after we found that you were using stock photos. And also per law if I was securing a apartment why was it on your website the entire time. No matter what the result is which I know you will never honor with business practices like this you will never have my business now or in the future .  And we were able to find after a additional month a much better apartment that ironically looked like the photos and were not pushed into signing something with a wonderful landlord.
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:11/22/2022

  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 moved out of my Apartment on 8/31/2022 because pspm would not correctly fix my hvac unit. I entered work orders about weekly because it was leaking water and would not heat or cool. Screenshots available upon request. My deposit has not been returned. I've called PSPM approximately 40 times and only 4 calls have been answered. The 1st call, I was told my deposit was mailed on 9/27 to give it a couple more days. Thats not an absurd request so I did. I gave it 2 weeks. Nothing. I called back and was told someone would return my call. Nothing. 2 weeks later, I called back and was told someone would return my call. Nothing. I called back in 2 weeks and was told someone would call me. Nothing. I called back and explained that nobody was returning my call and that I'd file a complaint with BBB and file a ******** ************* Inquiry. Nobody called back. The next day, I called back in due diligence to seek a callback and nothing. I've been chasing my deposit for 2 months which is absurd. Also, in my review of *** ******* * paragraph 3, I was never given a chance to review any deductions from my initial deposit. For example, $100 for carpet cleaning is legit by contract. $12 for 2x bulbs and $25 for 1x blind I contest. When I cleaned the unit, I took bulbs and 0 needed replaced. All blinds were fine and operational. I was also charged $75 for cleaning when that unit was spotless. I was never told that deductions would be made from my deposit which I still don't have. It's unfortunate but I'll move forward with other solution options including my state senator as a ******* ************* ******** This is a direct reflection from ownership as to how much people actually matter to them. I'm incredibly stressed over these finances and don't understand how my unit can be rented back out without settling with me within the boundaries of law. Mainly ********

  Business Response

  Date: 02/15/2023

  *****

  Thank you for taking my call this morning and allowing me the discuss with you the return of your deposit. We are at the mercy of the postal service and are unable to know when the deposit will be received, I was however happy to hear that you have collected your deposit refund. 

• Initial Complaint

  Date:11/16/2022

  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 received a security check dated 9-22-2022 for $1,285.83 an it was not the full amount of what my refund should have been $1,575.83 due to them saying I was charged for fees to the apartment which I had 10 days to dispute an I did sent letter by UPS an had them sign for it when they received it. I have called, them as well an got a return call a month later after I called an left a message that I may have to hire a lawyer to get my money she told me the Emily the the apartment manager would call me back an she still has not called me nor have I gotten a replaced check since the one they mailed me was coincidently not signed so I can’t cash nor deposit it. I am asking for my full refund at this time ASAP.

  Business Response

  Date: 11/18/2022

  This matter has been fully resolved with the resident. The charges that were disputed were due to damages to the unit when the resident vacated or charges that were outlined in the resident’s lease. Our purpose is to always have open communications with our residents and owners.