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:06/13/2025

  Type:Product 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 looked at the house and applied for it. When I made my deposit and they didn&#**;t send me the lease. There were a lot of fees and I called them back and I told them I didn&#**;t want to move on their property. They said they would refund my deposit. Now I am getting a request for a move out. I have never moved in to their property and never got keys. They said if I don&#**;t fill it out, I won&#**;t get my deposit back. I would like to get my deposit back.

  Customer Answer

  Date: 06/14/2025

  On Thursday June 12 ***** I was approved for a house and I spoke with ***** at homestretch management property and was told to make a deposit and they would send me a lease but I didnt get the lease until after I made my deposit because they said their system was down.after I made my deposit I read the lease and decided I was no longer interested due to the fees and charges on the lease. I immediately send a email, text, and message stating I was no longer interested in the property and I never signed the lease, I never moved into the property just wanted my deposit back but I was send a move out form from ***** when in fact I never moved into the property and she said if I didnt fill it out I wouldnt get my deposit of a ******** dollars back I have proof of everything 

  Customer Answer

  Date: 06/14/2025

  On Thursday June 12 ***** I was approved for a house and I spoke with ***** at homestretch management property and was told to make a deposit and they would send me a lease but I didnt get the lease until after I made my deposit because they said their system was down.after I made my deposit I read the lease and decided I was no longer interested due to the fees and charges on the lease. I immediately send a email, text, and message stating I was no longer interested in the property and I never signed the lease, I never moved into the property just wanted my deposit back but I was send a move out form from ***** when in fact I never moved into the property and she said if I didnt fill it out I wouldnt get my deposit of a ******** dollars back I have proof of everything 

  Customer Answer

  Date: 06/14/2025

  On Thursday June 12 ***** I was approved for a house and I spoke with ***** at homestretch management property and was told to make a deposit and they would send me a lease but I didnt get the lease until after I made my deposit because they said their system was down.after I made my deposit I read the lease and decided I was no longer interested due to the fees and charges on the lease. I immediately send a email, text, and message stating I was no longer interested in the property and I never signed the lease, I never moved into the property just wanted my deposit back but I was send a move out form from ***** when in fact I never moved into the property and she said if I didnt fill it out I wouldnt get my deposit of a ******** dollars back I have proof of everything 

  Customer Answer

  Date: 06/14/2025

  This is the move out form she sent me when I never moved into the property.

  

  Business Response

  Date: 06/16/2025

  We understand the concern regarding the security deposit refund. As per our standard process, when a deposit is paid electronically, it must also be refunded electronically. In order for our system to process that refund, we are required to initiate it through an email request, which is labeled as a "move-out" form. This is a technical requirement of our payment processor and not an indication that the resident moved into the property.
  We explained this to the resident and clarified that the form is simply the mechanism through which the system collects the necessary banking information to issue the refund. Unfortunately, the resident declined to complete the form, which has prevented us from processing the refund.
  We are ready and willing to issue the refund immediately upon receiving the completed form with the banking details required for electronic processing. We hope to resolve this matter quickly and appreciate the opportunity to clarify.
  

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I accepted this offer and I have forward my information to branch and filled out the form for this to place my refund back into my account. 
   
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:04/30/2025

  Type:Order 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.

  On 4/28, we had an application accepted for a rental unit. 4/29 we were told "Lease: we're sending it through email and sign through docusign" after we agreed to a move-in date via phone call.23 minutes later we are told that another applicant had sent in a deposit after changing their move-in date from 6/1 to 5/1 upon hearing our move-in date. This was not reciprocated.Later upon discussing with the property manager, the wording was attempted to be explained by the agent being "from the *********** so there's times when words get switched around." This is coming from a company that works in leasing contracts. I was then attempted to be gaslighted by being told "He would not have gone and told them a date.", after I had explained that even I myself had been told a date by this other ************ attempt was made at resolution; not even a phone call was offered ('I have a full schedule today and unable to fit a call in' - despite sending 7 separate emails of multiple paragraphs).At best, this was as they claim - a simple mistake in wording. Words matter, however. At worst, this was an intentional attempt to manipulate an earlier move-in date with the other applicant and causing us to adjust our schedule to complete the process in person from out-of-state. Their excuse was additionally found to be quite racist/xenophobic toward the agent.

  

  Business Response

  Date: 05/30/2025

  We want to clarify that while we carefully review all applications, the final decision rests with the property owner. In this case, the owner ultimately chose an applicant who was able to move in sooner to meet their immediate timeline.That said, we sincerely apologize for any misunderstanding regarding our application process. 
  As a gesture of good faith, we will be happy to issue you a full refund of your application fee.
  

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and wish to close the case. 
   
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/27/2025

  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 in September 19, 2024. The rent I pay is $850/Month and utilities were not included other than Gas and Electric through our own providers. The property bills me on the portal separately now for water/sewer since November 2024. I am billed $57.07 and $103.24. I was told it goes by usage, but that is false because I am being billed the same amount monthly by property. There is late fee of $15 per day after the 6th of each month for only rent that is late this does not include utilities. If half the balance is not at least paid late fees will occur. There was an issue with the rental portal app where I could not make any payments. I shown the property manager the error messages in detail through screenshots sent in email and I also been very communicative with the property manger. There was also an electric outage for 3 days from an storm where all the tenants had no power etc. and there were damages around property such as large trees that came out ground and fell over that missed my unit so close, and lighting pole lights that were blown away etc. I made a payment of $1,700 for February and March rent and I was told the late fees would be removed and to my knowledge I was already on a payment arrangement. Now that the rent is paid off I wanted to get my utilities paid in full to have an $0 balance until ***** 1st rent charge of $850 + utilities. I am now being told that the rent portion of my payment arrangement that was paid $500 was taken out the rent payment to go towards late fees and utilities. I am now being informed I still owe rent and that I need to pay $1,400 to avoid ledger and their attorney. There is a $2,588.40 balance reflecting on my rental portal along with ***** 1st rent $850 already posted. I am asking that the property adjust and bill me the utilities in the amount of $320.62 for February and March and the $5.00 MSD fee as remaining balance total to have a $0 balance. I have emails, texts, transactions, and other supporting documents.

  

  Business Response

  Date: 04/18/2025

  Water and sewer are billed based on a ratio utility billing system (RUBS), not direct usage. This means the charges may appear consistent month to month depending on occupancy and unit size, rather than individual water meter readings. The amounts you referenced are within the expected range.
  If rent is not paid in full late fees will be assessed starting the 6th of each month. Per the lease and standard policy, payments are applied in the following order: late fees, utilities, and then rent. That is why a portion of the payment was applied to outstanding fees and utilities before being applied to rent. This was not a discretionary decision, but rather how the system is programmed to allocate payments unless there is an alternative written agreement in place. If there are ever issues with the tenant portal we understand things happen and that is why we offer a variety of payment options so there will never be an issue of being late due to the tenant portal not working. Payments can be made via payslip, echeck, money order, or cashier check. No additional late fee credits can be offered at this time since we have already maximized the amount of credits we can offer on the account.
  

  Customer Answer

  Date: 04/18/2025

  Complaint: 23125223
  
  I have reviewed the business' response and am rejecting it because: I have emails from property with different written responses as well other documentation as evidence and proof. As well this issue has already been escalated as the business have served me summons to appear in court for this matter. 
  
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/21/2025

  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 am asking that I am refunded $55.95 and $850 for November 2024. There was a flooding and I paid my rent in advance in October 2024. The city of ********** told us we cannot stay on property hazard water that flooded the basement and property. The property management told us our insurance that we pay to them would cover hotel cost etc. A link was also provided to file a insurance claim. there was never any vouchers given for hotel etc. and the insurance company said the property made an mistake not making sure their tenants were covered, but the property itself was covered. I was then told by property that I can switch to my own renters insurance and they'll OPT me out of the $55.95 if I give them my documents. I have done so multiple times and they are still charging me $55.95. I have 2 small babies and pregnant I was without hot water and heat for a whole month including leaping into the month of December. I am a student and was still responsible for paying internet bill and I had failed a term due this issue. I was still responsible for my electric and gas through my provider even though there was no working heat or hot water, as well the property started billing me for unknown utilities. The lease does not state that tenants pay water or sewer etc. As well I was told before moving in tenants don't pay that either. Since the flooding they're now enforcing that I pay water and sewer bill and they said it depends on the usage. I was never given a new lease to sign that states that. The property pro rated rent for December $142 but never informed and there was also so there are late fees that added up for that, and they also billed me with late fees for utilities. They also switched everyone to a new tenant portal so everything is all over the place. I only should owe $142 for December and $850 for January rent. I should of been reimbursed for November 2024 or have it applied to the pro rated rent and January rent.

  

  Business Response

  Date: 01/22/2025

  ****** has credited you for the *** as requested based on you providing insurance. We provided a rent proration for the time there was no hot water and we did not have to provide vouchers for hotel. The water back up was a natural disaster and work was done quickly to restore the issues. The lease you signed clearly states you are responsible for all utilities along with the utility addendum you signed states that as well. Both are attached. We have made any necessary adjustments and the remaining balance is correct.

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Property has adjusted and resolved . 
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/01/2024

  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 live at a property managed by Homestretch we where affected by the flood that happened over 3 weeks ago we where told to vacate with no time frame on when we will be able to return currently there is no heat are hot water due to water damaged today 12/1 no updates have been given and we are entering the colder months the communication from staff is horrible not only that we have no access to mailboxes so our mail goes back to post office they sent us a link To the rental insurance thats included with our rent that doesnt make sense Ive only been here for two months now and Im very unsatisfied

  

  Business Response

  Date: 12/16/2024

  We have kept tenants up to date on the status of the repairs. We have credited the tenants account for the time that there was no hot water in the unit and we are in the process of finalizing the mailbox keys and will make sure the post office is aware. We apologize for any inconvenience related to the flooding, unfortunately it was a natural disaster out of our control but we have done everything possible to resolve the issue quickly.

  Customer Answer

  Date: 12/16/2024

  They did finally get the heat and hot water up and running as of 12/5 they credited late fees only and still no mailbox key the communication needs to be better 

• Initial Complaint

  Date:07/05/2024

  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.

  This is the full email that I sent them. Initially from the beginning I was sent an email to renew my lease. After attempting to renew and having technical issues with the tenant portal I then was told the owner wants to sell the home. This was a total disappointment considering I was emailed my lease renewal time is here and I was ready to renew.I was then offered to be assisted with this unexpected transition by **** and you *** who said you all will make this smooth for me and my family.We found a home and viewed it on Spanish Pond I confirmed this is the home for us. You also sent an approval letter. During the entire time the home has not passed inspection. Now the owner is expecting for my family to be gone by July 14. With that being said the home that I was approved for is still unavailable.Your communication with each other has dropped the ball. *** texted and left me a voicemail that we have one more month only for it to change to 2 weeks. I have children and have to worry about being homeless. I have been a tenant with you guys since your business was starting point, I moved during the pandemic and have been a good tenant since.Yet again 1 week prior to deadline that you all gave me due to lack of communication. Initially said I have an extra month and changed it to two weeks due to lack of communication. Now one week prior moving the home on Spanish pond is still not ready and me and my family has to go..No options of being within ********** in which I stressed for my childs schooling. You all assured me that you will help and Once again this is not my fault and I am being treated like its my fault.The only option you have for me is to move in a totally different area that is a totally different school district and not in the plan.This whole experience is the most uncomfortable and unprofessional situation I have ever been in. There is no accountability or due diligence. Now I am literally trying to figure out me and my kids living situation.

  

  Business Response

  Date: 08/09/2024

  We gave adequate notice that the owner would be selling the home and offered solutions of other available properties if they would like to transfer. Transferring to another property was not required and they could have looked for another property. They chose a property we managed which we let them know it was not fully move in ready as we were still finalizing the inspections. The owner allowed the tenant extra time to move as a courtesy and there was still trash left behind in the home after the tenant vacated. 

• Initial Complaint

  Date:05/19/2024

  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.

  We are currently residing in a rental property managed by this company that has had a plethora of issues, including:-Flooding - Every single time it rains, water comes flooding in from both from the basement door and what we've been told is a crack in the foundation.-Air conditioning- The ** was completely out when we moved in (this was the only issue to be completely resolved so far because an outside company was hired) and the condensation line was not put into a drain so it flooded the basement when the ** finally was fixed. -Electrical - The outlet for our dryer was not properly attached and fell into the wall when we attempted to use it.We have gone through the correct channels to have these issues addressed, putting in calls into the emergency maintenance line and submitting maintenance requests, but it still takes multiple additional calls and texts to get one maintenance person out that ultimately cant do the repairs correctly or at all. When we question why our requests are being ignored, we are told these issues are not a priority even though our lease states that "Any leaks, overflows, drain, or sewer backups." are considered emergency maintenance situations.We then continue to experience these issues for another several weeks before we have to figure out who to contact again. We are now worried that mold is starting to form in the wall, from the same flooding that homestretch has yet to send a qualified person out for. Our property manager cannot be reached, every other manager we've had to practically beg to get into contact with has given us a run-around, and all we can do is continue to try to make our home livable despite Homestretchs blatant disregard.

  

  Business Response

  Date: 05/30/2024

  We respond to an emergency calls as quickly as possible based on the priority of the request. We did go out to the property 4/18, 5/3, 5/15, and 5/20 to troubleshoot the maintenance items and try to come to a solution to prevent future issues. Also the basement is unfinished and there is no walkout so that cannot be considered living space despite the residents having bedrooms set up in the basement. We have stayed in contact with the tenant as much as possible and are working on improving our communication moving forward. 

  Customer Answer

  Date: 06/05/2024

  Complaint: 21733983
  
  I am rejecting this response because:
  
  We signed the lease under the impression this is a 3 bedroom, 2 bathroom house. Please see the attachments, which lists the third bedroom being in the basement with a walkout. The maintenance team told us on 5/20 when they were on the property that foundation contractors would be reaching out within the week. A week later, the team informed us they hadnt been in contact with any contractors. We have not heard anything since then from the management company or maintenance team. The only communication we have had with the management company was on 6/3 when an individual employed by the company texted me asking for an update on the status of the maintenance requests we had submitted. I replied stating they were still pending and I asked for an update and never received a response. We are still waiting on some kind of update for two of our pending maintenance issues. 
  
  Sincerely,
  
  ****** **********

  Customer Answer

  Date: 09/25/2024

  09/24/2024 JM: Left a voicemail for the consumer to contact me regarding this complaint.  

  10/4/2024 JM: Left a message for the consumer to contact me regarding this complaint

  10/14/2024 JM: Left a message for the consumer to contact me regarding this complaint. 

  10/22/2024 JM: **** left the following message: the property manager  have not they had called us to ask us if it was still flooding and we had told them that it had not rained yet, so we had not experienced any flooding recently, but somebody was still supposed to come out here and and they were going to flood it for us so that they could then go look to see what was going on that has not happened yet and we have not heard anything from them. So it is still an issue. I actually had a private company come out here to just, like, assess the foundation issue and see, you know. ...

  11/07/24: **** confirm that the property manager will be out to her house the week of ****** to complete the remaining work that needs to be done. 

  Customer Answer

  Date: 10/02/2024

  10/2/2024 JM: Spoke with Ms. ********** and she confirmed that the property manager has had the Kitchen repaired. However, the working crew was suppose to come back and begin working on the cabinets, and foundation. As of 10/2  no one has shown up to start working on those projects. Ms. ********** will be calling me back with names of individuals she has been dealing with at the property to get those items done. 

  

  Business Response

  Date: 11/08/2024

  101124JM: Spoke with the property manager and has been trying to reach the consumer on several occasion with no response.

  102224JM: Spoke with the property manager and has been trying to reach the consumer to confirm a date for them to comeback and finish working.

  103024JM: Spoke with the property manager and the tenant will be calling her back to confirm a time and date:

  110524JM: Spoke with the property manager and she has confirm the week of 11/11 she will everything complete in the house if the tenant is on property to let her in. 

  Customer Answer

  Date: 11/08/2024

  11/04/2024 JM: Left a message for Consumer to return a call to me

  11/07/2024 JM: Consumer stated that the property manager is suppose to  come out the week of 11/11/24 to make all necessary repairs. 

  12/03/24 JM: Spoke with Mrs. ********** she would like this complaint close. According to Mrs. ********** the property manager has came out to the home and fixed everything they have requested. Plus, Mrs. ********** will be moving into a new home in the very near future. 

• Initial Complaint

  Date:05/02/2024

  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.

  My partner and I pay $1,100/month in rent. Our refrigerator has been out since Sunday 4/28. I have called, left voicemails, and emails about not having a working refrigerator. It is now 5/2 and i still dont have a refrigerator. In addition to the refrigerator now working, i have been trying to contact someone for the last 3 months regarding my *** ****(sewer bill). As tenants we receive a copy of the *** bill every month to ensure that the amount that is being added onto our rent is equal to what the bill actually is. For going on 6 months the bill has not been paid in full. A payment of $15 is paid every month and because the rest never goes through there is an additional $15 returned check fee added onto the account. So for 6 months the additional $15 has been getting added onto the bill and the bill has been piling up. We were told by the property manger do not pay the bill directly to ***. When i contacted *** myself in regards to the bill, they informed me that the autopay that was setup was not connected to any of our personal account but instead connected to the business account for the ********************** manager. They also informed me that it is not our responsibility to pay the returned check fee since we never made a payment that was returned.

  

  Business Response

  Date: 05/21/2024

  A fridge going out is not considered an emergency but it was resolved as quickly as possible. We had to order, pay, and deliver the fridge. Our office spoke to the resident a couple of times letting them know the status of the *** ****. There was an issue with the sewer company but we did get it resolved and did not charge the resident for any return fees. We consider this matter resolved.

• Initial Complaint

  Date:03/21/2024

  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.

  My landlord is Homestretch Property Management. They refuse to repair a number of problems with the property I rent from them. The roof is leaking, pipes burst in December from cold and they are still broken. Toilet running. Landlord is not responsive. Their repairs are substandard when they do fix things.

  

  Business Response

  Date: 04/09/2024

  Hi *********,

  We have responded to all of your maintenance request and have tried patching the roof multiple times and making necessary repairs to your other maintenance concerns in a timely manner. Any other requested repairs the owner of the property was not able to do at this time. 

• Initial Complaint

  Date:03/06/2024

  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.

  Homestretch Advisting properties to take applicant application fee. I applied for a unit that was already approved for another **************** was still advisting this property for future tenants. After taking my application fee & did not process my application, they informed me that property was already taken a day ago for different client & refused to give me my application fee back knowing they already had a contract on this property. I will be contacting my bank due to false advertisement on their website after already having a client for this property. If property was unavailable to should not allow me to applied after they accepted someone else offer. Did not give me a chance or run full application to be process but taken my money & refuse to give back.

  

  Business Response

  Date: 04/23/2024

  The application fee was already refunded to the applicant and the customer agreed to remove the complaint after the refund was processed. Proof attached.