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:01/19/2024

  Type:Order 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 company is the landlord or claimed to be the landlord and owner of the property I rented, **** * ******* ***** ************* ** ***** beginning in April 2023. They had me sign the form adding to an existing lease that they specified CJ Properties would honor. The company breached the contract immediately. Then when I notified CJ Properties my employment at a previous employer changed they immediately tried to say I was not eligible to rent from them. I continued to pay rent until an eviction was filed, however, the owner was not CJ Properties, dismissal occured and they informed me they would wait until the last day of the lease to move me out but agreed to pay what was owed since the lease was illegal as well as utilities never cover. They refuse to pay the funds paid to them on my behalf. I'm requesting all of the money I paid the company. The owner of the property was confirmed by the Jackson county assessment office and city officials in records

  Business Response

  Date: 01/19/2024

  This company is the landlord or claimed to be the landlord and owner of the property I rented, **** * ******* ***** ************* ** ***** beginning in April 2023. They had me sign the form adding to an existing lease that they specified CJ Properties would honor. The company breached the contract immediately. Then when I notified CJ Properties my employment at a previous employer changed they immediately tried to say I was not eligible to rent from them. I continued to pay rent until an eviction was filed, however, the owner was not CJ Properties, dismissal occured and they informed me they would wait until the last day of the lease to move me out but agreed to pay what was owed since the lease was illegal as well as utilities never cover. They refuse to pay the funds paid to them on my behalf. I'm requesting all of the money I paid the company. The owner of the property was confirmed by the Jackson county assessment office and city officials in records

  CJ Real Estate has managed this property since 06/2022. We had the tenant sign an amendment stating they would be adding another tenant to the lease agreement at the tenants request. As that tenant was not on the original lease at take over. The tenant was on a month to month lease agreement with previous management which that lease was honored as it always is at times of take over. If a tenant wants to renew, or remove and keep on tenant on the lease we request they make 3 times the monthly rent, this goes for all tenants that rent from CJ Real Estate. We have given you a non renewal for many lease violations, we are aware of the owner of the property and have the property management agreement with them. We are the management company not the owner, we manage on the owners behalf. 

   

  **** * ******* ****** 
  
  Utilities due $5,046.50 - This amount includes the additional $50 per month.  $50 x 12 = $600.00. (July 2022 to June of 2023).  Should this be 14 months so add $100.
  
  She also added $979.19 from the City of Independence.  
  
  Total = 6,025.69. (Or $6,125.69).
  
  ******* is requesting that the credit be applied to any move-out charges. 
  
  Any balance remaining, address ******* for a payment plan. 

   

  Business Response

  Date: 04/09/2024

  All documents were provided in the previous responses to tenants complaints, We did not charge the tenant any rents or fees other than the damage they caused to the property, I have attached again the final statement and Ledger of the tenant damage and fees, tenants were credited all funds per the ledger. We wish to close this matter as a refund will not be issued and the charges for damages ONLY will remain on the account until paid. 

  Customer Answer

  Date: 04/15/2024

  I should not have an eviction again, the lease contract was breached and the trail was dismissed because the CJ Real Estate company did not have ownership as also provided in the emails from the ******* ****** property office and none of the additional documentation has my name or signature. I never had damage claims or cost and in addition no initial inspection.

  I am requesting rent be paid back

• Initial Complaint

  Date:05/08/2023

  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.

  On March 31st, 2023, my Boyfriend and I moved into **** ****** ** through CJ real estate. they day we moved in we noticed a pretty strong smell and thought it was just from the rain that we had been having off and on that day. About 3 weeks later i noticed the smell had gotten even worse and decided to put in a maintenance request to have someone come and check it out. CJ real estate never told us when anyone was coming so we where unaware that while we where both busy during the day we had missed ***** ** ****** coming by to see if they could fix it, it took about another we for us to be able to figure out that we had missed them, gotten a hold of them and they cam by to see what the smell was, after opening a hatch that was in our bedroom in the basement he revealed that the whole crawl space was filled with sewage and said that we should not be living here. we have now been trying to the past 2 days to get ahold of CJ real estate to get someone to fix it and everyone in the offices are unresponsive or not going to help us at all even though we have no where to go now.

  Business Response

  Date: 05/11/2023

  We have received the attached complaint.  We would like to provide a statement of facts. ********* ******* and ********* ****** moved into **** ****** *** ****** ***** ** ***** **********.  At this time there were no complaints of any smell reported on either their move in inspection or their Quality Control check.  The first time a smell was reported was 04/30/2023.  The service order was sent to ***** * ****** 05/01/2023 at 4:17pm.  I have contacted ***** * ****** for their records and those are as follows.  ***** * ****** called ********* at ************ on 05/01/2023 at 4:29pm and left a message.  They called again 05/02/2023 at 11:16am and left another message.  They called again 05/03/2023 at 10:03am and no message was left as the phone did not go to a voicemail on this day.  Also on 05/03/2023 ***** * ****** did a drive by of the home at 10:38am and left a sticker on the door to contact them. On 05/06/2023 at 8:20am ***** * ****** called again.  Someone answered and when they started speaking the caller hung up.  On 05/07/2023 ***** * ****** tried again at 8:16am, same thing, someone answered and hung up when they began talking.  On 05/07/2023 the tenant returned the call to ***** * ****** at 11:19am and said they could come to the home "3pm or after or maybe the next day on 05/08/2023."  ***** * ****** went to the home and completed service issue at 3:59pm on 05/07/2023.  ***** * ****** reported to us the crawl space needed extracted on 05/07/2023 at 4:05pm.  We had someone out there the next day on 05/08/2023 to complete the crawl space pump out.  We have done everything in our power to work very quickly on the matter.  The delay was on the tenants end of not responding to contact in a timely manner.  On 05/10/2023 one of our representatives spoke to the owner of the home and offered the residents these two options.

  1- Return possession of the home as quickly as possible, the lease will be terminated and as long as the home is left clean and without damages the security deposit will be returned in full. 
  2- Owner will provide a 2 day hotel stay while work is being performed, give a 50% rent concession for the month of June, give a 2 month concession for the monthly HVAC fee totaling $98.00
  The tenants have agreed and chosen to vacate the property and return possession on Monday May 15th. We will be sending both residents a Release from Lease Agreement form to sign and end their lease contract early.  The owner of the home, CJ Real Estate, Inc. and **** ***** ************ *** have done everything in our power to make this repair as quickly and timely as possible.  This entire situation was beyond anyone's control.  We wish ********* and ********* the best moving forward

• Initial Complaint

  Date:01/29/2023

  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.

  1/5/2023 I moved off the premises and I am still being charged for rent and move out inspection has been finished daily I’m being charged at a rental that I no longer reserve at. I was called by a agent asking for rent even though I moved completely out.

  Business Response

  Date: 01/31/2023

  We have reviewed the attached complaint.  ****** ******** signed a lease agreement from 08/29/2022 to 08/31/2023.  I have attached that lease agreement here for you.  ****** ******** never gave a proper notice to vacate.  We found out that she had skipped out of the property with no notice to vacate when we sent her a late notice for January Rent.  Please see attached email chain between ****** ******** and her Account Representative in our office ****** *****.  In ****** ******** attached lease you can view Page 2 Under Term 3.1 the dates of the lease contract.  Furthermore, you will be able to see on Page 23 38.1 states: "Early Termination - If the tenant elects to cancel their lease early due to any reason there will be an additional amount of 2 months' rent due

  at the time of move out." Since we were not made aware of the vacate date we were not able to take possession of the premises until 01/09/2023.  ****** ******** will be charged a prorated rent for 9 days of January and then two additional months rent for the Early Termination Clause stated in her lease agreement.  We ask that ****** ******** provide us a forwarding address so that we may send a final statement of charges and work out a payment arrangement. Thank you for your time,.

  Sincerely,

  ****** *****

  Customer Answer

  Date: 01/31/2023

  [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 don’t like the way they responded in disrespect when I asked for
  someone to get wild life to come out on the property no one came to
  rescue Racoons and possums etc off property all they want is money
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/10/2022

  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.

  10/8/22 I arrived at my apartment, I opened the door to enter the building strong fumes hit me. I proceeded to my apartment on the second floor when I opened the door to my apartment toxic fumes came out that made my head feel like a balloon and I had a pounding headache. I sat down on the stairs. ****** called informing me that they were downstairs needed access to the building. I let ****** in the building. ***** (the mover) asked if I smelled anything. I replied, yes but I didn’t know what it was. We proceeded upstairs to my apartment as we got halfway up the stairs ***** immediately said there was a gas leak. The smell was coming from my apartment as well as other apartments. ***** stated that we needed to leave. She asked if there were other tenants in the building. Once outside ***** asked me to call the gas company. I called the gas company they arrived within half hour. After I told the man what I smelled he got a gauge out of the truck. He went into the building and then came running back out he asked if anyone else was in the building. I told him yes, he asked what floor I told him. He began to knock on doors informing other tenants so they could evacuate the building.The carbon monoxide was 2.0% which was toxic. The gentleman (gas company) asked if we had the phone number to **** ***** *********** **. I said yes and called **** **** *********** ******* three times and filed three incident reports. The man with the gas company stated that he needed access to the building and the basement to see where the leak was coming from. Maintenance never showed up.The gentleman with the gas company called the fire department and they came out. They smelled carbon monoxide and sprayed the building. Myself and other tenants were informed to stay outside until everything cleared up. The fire marshal asked the man (gas company) to turn the gas off in front of the building. The fire marshal put a blanket around me and said I should go to the ER; I was in close proximity

  Business Response

  Date: 12/23/2022

  I have reviewed this complaint.  I want to note that *** ******* ****** started an accidental fire in her apartment on 09/23/2022 and therefore was not living in the apartment during this time 10/08/2022. ******* ****** has reached out to us about this already and we have responded to her multiple times to please provide any out of pocket medical expenses she had so we could get that to the Home Owner.  She has failed to do so.  She has only sent us a Medicare A and Medicare B billing statement, but no proof of any out of pocket expenses.  CJ Real Estate, Inc., **** ***** ************ **** and the Home Owner deny any allegations of negligence.  There was a report of a gas leak 10/08/2022.  The gas was shut off immediately, and repairs were made 10/12/2022.  We found out at the same time as everyone else that a small part of the furnace ventilation system had failed.  Part of the ventilation goes through a brick chimney that has a coal door.  There were small holes in the chimney that needed filled and the coal door needed to be securely shut.  This was allowing some fumes to come back into the building rather than through the ventilation system fully out of the building.  Again this was all resolved on 10/12/2022.  We are asking again for *** ****** to furnish us any out of pocket medical expenses so we can get that to the Home Owner.  Thank you for your time.

  Sincerely,

  ****** *****

  Director of Business Development

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

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

• Initial Complaint

  Date:11/18/2022

  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.

  CJ real estate is the company my property owners use for maintenance and management. I have been without heat for the past week in my apartment due to lack of communication on their part. I have emailed them and called them multiple times every day to get this issue fixed. I placed an emergency work order on Saturday since I knew they were out of office for the weekend and they cancelled it. They managed to send out one person but he was unable to resolved the issue, he reported it to them on Tuesday but they didn’t process it until today (Friday). At this point considering their lack of correspondence or interest in fixing the issue I will probably be without heat all weekend which will make it 10 days total. This is absolutely unacceptable. There has been a winter weather advisory, multiple inches of snow, and the highest temperatures outside is 22 degrees. I’m so sad that it has gotten to the point of having to report them to the Better Business Bureau but I have no other option. I expect this issue to be fixed asap as my apartment is deemed unlivable and no one has been able to completely solve the issue. I’m expecting a break on my monthly payment as I refuse to pay for a unlivable apartment for a week, and I need this heating issue to be fixed as soon as possible. Honestly at this point if the owner of the building could contact me personally that would be fantastic. I’m so disappointed and no one should be without heating for this long.

  Business Response

  Date: 12/01/2022

  Ms. Meyer, 
  I have reviewed the attached complaint. I want to first say that we empathize and are sympathetic to anyone who has to be without heat for a period of time during colder weather and want to apologize for what **** ****** had to experience. I am confident we do everything within our power to take care of maintenance repairs timely. CJ Real Estate, Inc./Results Real Estate Services, LLC denies any negligence or wrong doing as it relates to this complaint. Results Real Estate Services, LLC a sister company of CJ Real Estate, Inc. took over property management for the home owner 08/23/2022. Our management contract with this particular home owner states they have their own vendors for maintenance and Blue River Maintenance, LLC which is our maintenance company is not allowed to do maintenance without consent of the home owner. Due to this when things are not resolved timely it often falls back on us. I think it is very important to state all facts regarding this service order for no heat. Here are the notes directly from the service order. I want to note that ****************, and ******* are approved vendors for the home owner that we are ordered to contact in the situation of a no heat call. ****** is the home owner's name. During this time line I also want to report that on 11/17/2022 we sent out Blue River Maintenance, LLC to provide the tenant with two space heaters. If **** ****** would like to discuss this further, I welcome her to contact me directly at my contact information listed below. Thank you! 

  
  Attached Notes 
  ........................... 
  11/11/2022 12:13:23 PM 
  Texted to ***** 
  
  11/11/2022 9:57:00 PM 
  ***** confirmed he would be at the Armor building Monday, Mid dayish. 
  
  11/15/2022 9:43:32 AM 
  Tenant sent me an email stating ***** told her he did not receive this work order until yesterday afternoon which is false. She is very upset that no one has been out for her no heat. ***** told her he would be out today, I sent a text for him to confirm to me that he will be there today.  
  
  11/15/2022 10:35:23 AM 
  Good morning, This tenant placed a work order Friday for no heat. We tried to trouble shoot but she does not hear her furnace running. She stated it is down to 40 degrees in the unit at night. ***** informed me Friday that he would be out Monday mid dayish. The tenant stated she contact ***** and stated he did not receive the work order until yesterday afternoon and that he would be there at 9:30 today. The tenant has tried to contact him with no response. I sent a text for him to confirm with me that he would be there today and I have not received any confirmation yet.  
  
  11/15/2022 11:50:54 AM 
  ***** is out for his back. **** approved for me to send one of our techs. 
  
  11/16/2022 11:04:25 AM 
  11/16/2022 11:04 AM - 11/16/2022 12:32 PM : Check Out from rmAppSuite Pro (Time our technician was out from Blue River Maintenance, LLC) Resolution reported “Improper voltage coming out of breaker panel. 192 volts.  I checked all other equipment and everything else seems intact. Need electrician to fix power problems.” 
  
  11/17/2022 2:35:14 PM 
  Emailed owner - Good afternoon, Our tech went to the unit for no heat and found that the issue is with the electrical. I tried to call ****** but I received his voicemail.  
  Improper voltage coming out of breaker panel. 192 volts.  I checked all other equipment and everything else seems intact. Need electrician to fix power problems.   
  Do you have anyone you could get out for the electrical today? 
  
  Owner responded to send his approved vendor ***** 
  Attached Notes 
  ........................... 
  11/18/2022 12:37:57 PM 
  Texted to *****  
  
  11/18/2022 12:54:07 PM 
  **** stated his HVAC guy could handle it, I sent the tenant info via email yesterday. I received an email today from the HVAC guy ***** that I needed to send a work order. I sent a work order and followed up with an email and text to see if he will be out today. I have not heard back yet. 
  
  Email Confirmation below from our ****** ***** Maintenance Care Specialist at Blue River Maintenance, LLC. of when it was reported to us that the heat was back up and running. 
  
  From: ****** ***** ************************* 
  Sent: Thursday, December 1, 2022 8:59 AM 
  To: ****** ***** ************************* 
  Subject: Re: 409 E Armour Blvd Unit 402 Results Side 
  
  I received a text message from owner's tech ***** stating the issue was completed on November 18th at 3:33pm. 
  
  ****** ***** 
  Maintenance Care Specialist  
  CJ Real Estate, Inc 
  CJ Real Estate-Florida, LLC 
  Results Real Estate Services, LLC 
  Blue River Maintenance, LLC 
  
  Corporate Office Mailing Address: 
  1850 NW State Route 7 
  Blue Springs, MO 64014 
  Management Office ************ 
  Sales Office: ************ 
  Fax ************ 
  Maintenance ************ ext. 140 
  ********************  
  Serving Missouri, Kansas, and Florida 
  Sincerely, 
  ****** ***** 
  ******** ** ******** *********** 
  **************** 
  *********************** 

  Customer Answer

  Date: 12/12/2022

  I went without heat during the month of November for a week and a half. The communication with this company was already extremely hard and my apartment was deemed unlivable as the temperature was below 24 degrees for a majority of that time. I already contacted BBB but CJ Real Estates did not do what I asked them to. I understand they are in charge of communication to the owner of my building. I need them to let the owner know how they messed up, and that I am requesting a reduction of rent regarding that week and a half. It was unlivable conditions, communication made it extremely hard to understand when it would be fixed, and I was forced to stay 45 minutes away from my apartment. Not to mention they would call me last minute about someone fixing it, I drove out multiple times, and no one was there to do so. They said they would contact the owner about a rent reduction IN NOVEMBER but never did. I paid Novembers rent as I didn’t want to face a late penalty but at this point I’m expecting a reduction on Decembers rent from the owner of the building or a refund from November’s. Cj Real Estate, this has been so frustrating and disheartening seeing you say you will do communication work and then it never happening. You said you would have an answer for me by Friday December 9th from the owner or you would reach out and that never happened so unfortunately I’m having to contact the BBB again. Please contact my building owner asap, and in fact I would love the contact number to my building owner so I can explain myself how awful this experience has been with you. No one should go without no heat for that long and then no follow up after. I am requesting a rent reduction of those days where I was without heat.

• Initial Complaint

  Date:10/20/2022

  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 rented apartment and it is bottom floor.
  Had plumbing flood from above, bugs, hot water tank not working, broken fr, apartment above. Me can me taking showpromised repairs, promised reduction of rent,
  Now I pushing them to fix stuff they want to evict me for rent I was suppose to have gotten taken care of. I have 2 small children 3&5 and having toddlers h walk in himan fr yes. I have been in hospital 2 times and neither kid can stay here !!! I been so sick I think it is from sewer gases or black mold

  Business Response

  Date: 11/29/2022

  I apologize it has taken longer than expected to respond to this complaint due to the amount of research needed.  *** ******** moved into **** * ****** ** **** ** ******** ******* ** ****8 03/10/2022.  We have no records of any issues with bugs.  The fridge mentioned in the complaint was turned in the same date of this complaint 10/20/2022. We have had both plumbing and sewage back up issues reported in both Mid-June 2022 and Mid-August 2022.  On July 20, 2022 *** ******** received half off a months rent of $362.50 for her inconvenience (see attached statement).  Some things are beyond our control and we always want to do anything in our power to make the resident happy.  We have plenty of documentation of the trips taken out there during those two periods.  Everything was always taken care of in a timely manner.  Since this complaint on 10/20/2022 we placed a new work order with *** ******** most recent concerns.  She has been uncooperative with allowing entry to the home to check anything out after scheduled appointments.  We have offered her out of her lease agreement (see attached email 11/14/2022).  *** ******** has failed to pay rent in several months.  We were forced to file an eviction after several refusals to pay while she remained in possession and living in the home.  We received a judgment for possession in court on 11/28/2022.  Please see attached documents including the email offer from the owner to waive all past due rent, dismiss eviction, and refund her deposit.  Unfortunately *** ******** did not accept that offer either.  We have tried all that we possibly could and have gone over and beyond or *** *********

  Sincerely,         ****** *****            Director of Business Development         ***************************************

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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 have just moved out this apartment managed by CJ Reality that I have been in for 4 years I have seen the review report and I have disputed a charge for scuffs on the wall of a $100 of my deposit back I originally went right to the source first the person that was handling the move outs which was ******** and I told her I disputed it as well spoke to her even emailed her she act as if she was so busy she still never gotten back with me and I also contact the owner ****** ***** and tried contacting the owner not once but with several phone call messages and emails with no respond from neither one of them. I explained my concerns about the scratches on the wall which came from the couch sitting on the wall that could be washed off with soap and water and if I had thought it was a problem I would have wiped them off myself I didn’t see it being a big deal not worth a $100 fee charge. This company has a big problem with sweeping things under the rug and doesn’t give tenants or former tenants same respect that they want as a company, I am a home owner of 24 years borrowed the apartment for 4 years to get my son thru high school and I left that apartment in way better shape then when I moved there. It saddens me that company’s like this try to get over on people and are not be honest when handling peoples money. I’m hoping with me sending this complaint that this sheds some light about this company as well maybe ****** will respond back to you all. Thanks In Advance

  Business Response

  Date: 10/12/2022

  Ms. *****,

  This complaint has been resolved.  We sent Ms. **** a $100.00 check back on 09/27/2022.  I then verified that Ms. **** did receive the check shortly after.  She was happy and had no other issues.  We apologize for any delay or inconvenience this caused. 

  Sincerely,

  ****** *****

  Director of Business Development

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

  Customer Answer

  Date: 10/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:09/05/2022

  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 realtor/real estate agent lied and said property cleaning had been done on a rental including carpet cleaning. A large dog lived at the property before and had urinated on the carpets.
  No cleaning had been done. I ended up paying $140.00 for professional cleaning of the carpets. This company has a policy and can charge up to 250.00 in fees. They refuse to reimburse me for the carpet cleaning even though I notified them within 10 days of moving in like their policy states.
  
  I have called about an emergency maintenance issue. Water from the back of the washer was pouring out unto the floor and wall. The emergency shut off valve was corroded and not working. This company calls only specific companies on a list and no one was available to come to the apartment. I have been without water for over 12 hours and still no update or anyone assigned. They can call any local plumber for my area, they are just sticking to a list of their own choosing.

  Business Response

  Date: 09/21/2022

  Ms. ******** *****,

  We have had a chance to review the attached complaint.  I have attached invoices showing that the property was cleaned prior to Ms. ******* move in as well as the carpets were professionally cleaned prior to the move in date on 07/25/2022.  We have a copy of Ms. ******* ******* ******* Checklist and full move in inspection with photos; both of which had no complaints of a pet smell or issues with the cleaning or the carpet cleaning.  We give all new residents plenty of opportunities to let us know if they are not happy with the unit.  If they were not happy with the cleaning or the carpet cleaning, we always offer to send back out our cleaners or carpet cleaners to remedy any issues.  We are not showing Ms. ***** ever asked for additional services therefore we were never given an opportunity to resolve the matter.  Once we reviewed our records we did see that our carpet cleaners went in and cleaned the carpets on 07/20/2022 and then our cleaners went out on 07/22/2022.  This is not the normal.  Our cleaners are supposed to go out first, then the carpet cleaners.  Due to a covid situation with our cleaners the cleaning was delayed.  Therefore the carpets did not get vacuumed before the carpet cleaning.  For this we are willing to offer two options for Ms. *****.

  1. We will notate the tenant does not have to clean the carpets when they vacate.

  or

  2. We will refund 1/2 the $145 ($72.50) cost the tenant provided the receipt for and the tenant will still agree to clean the carpets at the time of move out.

  We are showing the plumbing issue stated in this complaint was resolved in a timely manner.

  I offer Ms. ***** to contact me anytime

  Sincerely,

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

  Customer Answer

  Date: 10/12/2022

  I would like to accept 1. Offer in reference to the carpet cleaning complaint even though the request the business responded with shows no work done (. We will notate the tenant does not have to clean the carpets when they vacate.)
  
  
  As of the second complaint, the maintenance on the washing machine (plumbing issue) has not been finished as stated in her response. I reached out to ****** ***** (as she requested) twice by email and informed her the tubes were replaced by me and still needed replacement by their maintenance department unless they wanted to reimburse me the amount paid, I do have the receipt.  ****** said she would contact me and has not.  I will be taking them with me when I vacate the property. The old hoses are still next to the washing machine but they are corroded and spray water. The reason for the maintenance call. 
  
  
  The reason for my delay to the response was ****** wrote for me to reach out to her to discuss it further and I did twice. I have not received a response to my complaint. 
  
  
  
  **** *****
  

  
  

  Business Response

  Date: 10/21/2022

  Ms. *****,

  Ms. ***** is correct. She did contact me by email and by phone.  I have been training new employees and it has left me little time to respond.  I want to offer my sincere apologizes to Ms. *****.  I have emailed Ms. ***** today regarding her rejection of response.  We have placed a note on her account that she will not need to clean the carpets when she vacates.  We have asked her to provide the receipt for the washer hose she purchased to request approval for reimbursement.  I have also sent her, her move in inspection she requested and the invoice of the plumbing repair to the water valve that took place on 09/14/2022.  We are hopeful that Ms. ***** enjoys the remainder of her time and experience with us.  We set a high standard for ourselves and are truly sorry that standard was not met in her interactions with us to start this business relationship.

  Sincerely,

  ****** *****

  Director of Business Development

  816-224-7911*130

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

  Customer Answer

  Date: 10/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau: After not hearing from ****** *****, I reached out to the maintenance department to see if I needed to resubmit the maintenance issue. I got in contact with Matt *****, who noted on the account that I submitted a receipt for the hoses. He received approval for the payment and it has been applied to my account. The communication with this company is lacking as a whole. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** *****