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:08/28/2024

  Type:Billing 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.

  My lease for my apartment, which has been a year long lease, now has gone to a month to month lease with an additional $50 fee. I've always had a year long lease with this company. They also have added each month a Tech fee for the website. We are not given a choice on the month to month lease or the tech. I feel lost and that they keep adding fees. Rent has been $950 a month (including Tech fee) it woudlnow be $1,000. I feel not haivng an option for a year lease is unfair.

  Business Response

  Date: 09/09/2024

  Hello, 

  Tenant renewed her lease. All current terms are in effect for the following year. Please refer to the tenants ledger.

  Thank You,

  Customer Answer

  Date: 09/11/2024

  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:04/20/2023

  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.

  I used this company to manage my property while i was stationed out of state. from 2020 until march 2023. and prior from 2012-2017. they randomly charge new fees (technology fee). the initial contract between us, it states that all deposits are held in an interest barring account and the interest is paid to the homeowner. but the accountant told me on 19 april 2023 that it is not interest barring. former employees state the interest is used to fund company social functions.
  Upon my taking back procession of the house, they state that damage and trash is not their responsibility to deal with. I gave them a nice, clean house ready for tenants, they gave me back a damaged trashed house. and failed to compensate for failure to properly manage my property

  Business Response

  Date: 04/21/2023

  Mr. ****** signed a property management agreement on November 20, 2020 that stated "REALTOR may hold security and pet deposits, rents and prepaid rent in an interest bearing account and interest earned shall be paid to Owner." Watson & Associates, LLC escrow account is not an interest bearing account. On September 28, 2022 Mr. ****** signed a property management agreement amendment to increase the monthly rent along with acknowledging, "Any additional fees paid by the tenant will be paid to the brokerage." 
  
  When we received Mr. ****** property on January 4, 2021, it was not move in ready. The previous tenants that vacated the property on March 28, 2023 were charged accordingly. No maintenance or cleaning was completed, as the funds were released directly back to Mr. ****** on April 11, 2023. 
  
  Please refer to all attached documentation.
  

  
  

  Customer Answer

  Date: 04/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The property manager failed to collect the last month rent from tenant that vacated 28 March 2023. However, they took their management fees out of the deposit, they did give me the rest of the deposit, along with a house full of trash and 525 dollars worth of damage. Immediately after the property manager initially took control of my house I paid them to have carpets cleans.  Before they leased it out. At that point the house was move in ready.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 04/25/2023

  It's unfortunate that Mr. ******'s vacating tenants did not pay their rent. As the Property Manager it is our duty to enforce the terms of the lease. However, I can not guarantee that the tenant will pay. Please refer to page 2, bullet D, lines 63-66 of the signed Property Management Agreement. In addition, please refer to page 4, section 3.5 of the executes lease.

  
  

  D.Collection of Revenue.Realtor shall take all reasonable steps (at no out-of-pocket cost or expense to Realtor) to collect rents and any other payments due Owner from tenants for the Property in accordance with the terms of their tenancy, and to facilitate negotiations to expedite, compromise and settle any such actions and/or suits. Owner shall be solely responsible for any legal action required to collect rents from Tenants or otherwise enforce the terms of any lease.

  
  

  3.5 DEFAULT If tenant fails to make any payment of rent on or before when same is due, or to comply with any other term, covenant, or agreement herein contained. Landlord shall have the right to declare tenant in default hereof and to pursue any one or more right or remedy provide for without prior notice or demand whatsoever, which rights and remedies shall be in addition to and not in lieu of any other rights and remedies provided by law or in equity including but not limited to those set forth in 441.065 RSMo if tenant abandons the premises. No failure to exercise nor any delay in exercising any right or remedy hereunder by landlord shall operate as a waiver nor shall any single or partial exercise preclude any other or further exercise thereof or any other right. Waiver of any default of tenant shall not be construed as a waiver of any subsequent or different default. No endorsement or statement on any check or any letter accompanying any payment be deemed an accord and satisfaction. Landlord may accept such payment without prejudice to or waiver of landlord’s right to recover the balance due or pursue any other right or remedy with respect to any default by tenant. Any payment received by landlord shall be applied 1st (first) to payment of any cost and expenses of re-letting the premises by landlord following a default hereof by tenant including without limitation attorney's fees, advertising fees, brokerage fees and the cost of any such cleaning, repairs, renovation, remodeling, redecoration, alterations and changes in the premises; 2nd (second), to the payment of any additional charges or other indebtedness (other than monthly rent) due from tenant such as but not limited to unpaid utilities; and 3rd (third), to the payment of monthly rent due and payable hereunder. If applying any such payment there remains a deficiency, tenant shall immediately pay such deficiency to landlord along with interest thereon at the default rate until fully paid.
  

  
  

  Per Mr. ******'s request, we did not proceed with any work. We did notify the vacating tenant what their delinquent balance was.

  
  

  Ok, as of now if tenant doesn't pay for anything, I will take care of everything myself
  

  Received on 04/06/2023 at 03:18pm
  

  
  

  When we conducted the homeowner move out inspection, the property was not move in ready and it was notated on the inspection and shared with the owner. We did not receive funds from the owner. The owner allowed us to deduct the proceeds from his future homeowner payout.

  
  

• Initial Complaint

  Date:11/08/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were going to be late on our rent this month and we understood there would be a late fee. In the lease, it states tenants are responsible to pay $20 for the late fee if paid after the 5th of the month. They are telling us it's $100 backdated to the 2nd of the month. They are not showing us where they are getting this amount from.

  Business Response

  Date: 11/09/2022

  Rent is due on the 1st. If not paid by the 5th, then starting on the 6th there is a $20 late fee dated back to the 2nd of the month. This is not new information for Sarah Ellis, as she was a previous employee. She is aware of the late fee policy. Last month she contacted our office via phone and informed a Property Manager that she would be paying her rent late and expected to not have to pay a late fee. Please refer to the attached documents, along with here executed lease explaining the terms of late payments. 

  Very Respectfully,

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

  Broker-Associate

  Watson & Associates, LLC

  Business Response

  Date: 11/10/2022

  The terms of paying the monthly rent are clearly stated in the lease.  
  “1.3 RENT Tenant agrees to pay and amount of $550.00 per month, payable in advance on the 1st day of each month during the term of this lease. Additional charges shall be due and payable no earlier than 30day after notice thereof is delivered to Tenant (unless otherwise specified). Monthly rent and additional charges are collectively referred to as “Rent”. All rent shall be paid on or before the date when due without set-off, counterclaim, deduction. Tenant agrees to pay $20.00 for each day that the rent remains unpaid on or after the 5 days day of the month, as a late charge. This provision is in addition to all other rights and remedies provided by this lease and shall not affect landlord’s right to declare tenant in default for failure to pay any sum when due. All rent shall be payable to ****** ********** Watson and Associates LLC. at *** ******** **** *** ****** ** *****. There will be a $40.00 service charge on all returned Electronic Fund Transfers (EFT). If any EFT is returned for insufficient funds, then Landlord my refuse payment by those means thereafter and may require tenant to make payment by cashier’s check, money order or certified funds.” 
  
  ***** ***** and ****** ******* should’ve consulted an attorney prior to signing the lease. Since they do not understand the terms of their lease. They’ve been encouraged to contact an attorney. 
  Very Respectfully, 
  ****** ****** 
  Broker-Associate 
  Watson & Associates, LLC  

  Customer Answer

  Date: 11/10/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Once again, no where is it stated in the lease it is Back dated to the 2nd. If we can see proof of that then no problem.  The issue is, there is no proof of what they are stating.  We will only pay the rent, an the late fees after the 5th.  
  
  Sincerely,  ***** *****

• Initial Complaint

  Date:10/03/2022

  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.

  My husband and I filled out an application for *** ***** **** ** *** ******* **. Upon reading the "Before You Begin" of the application, it states "Anyone the age of 18 or older must apply." However, it does NOT state that anyone age 18 or over must apply SEPARATELY. As a married couple, we thought we were submitting 1 application to rent. In fact, when it asks for references, our application has my husband's military references, plus my pharmacy supervisor. It has both of our cats. Why would we need a separate application if not to just gouge your military customers? Then I get an email that our application is incomplete. Now we have to pay another $50 for me to also apply. For the same house. Even though we're a married couple. This is completely dishonest. I'm very thankful that we are not renting from this company. However, we want his $50 application fee refunded.

  Business Response

  Date: 10/05/2022

  We understand that you’re a married couple. Yet, you each have your own credit profile. Therefore, all individuals residing in the property must submit their own application. We received one application and it was notated that there was an additional applicant. The additional application was not received. We sent you a text: Hello, thank you for your interest in our properties. Your application is incomplete. We need for your spouse to submit her application. Also, *** ***** **** is available now for immediate move in. We can only hold this property for 2 weeks. Thank you Watson & Associates ###-###-#### Reply STOP to unsubscribe. Your response was STOP. As disclosed, the application fee is non-refundable. 

  Customer Answer

  Date: 10/05/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  That is exactly my point.  Your customers are notified AFTER THE FACT that a married couple has to submit 2 separate applications and pay 2 separate fees.  Did you even read the initial complaint or look at my supporting document?  Other rental companies that we have rented from in the past have one fee and one application, which lists both parties.  Your company NEVER states that a married couple must apply SEPARATELY until after the first application is submitted and the $50 fee has been paid.  The text message that you reference in your response was, of course, after we had submitted the application.  Your company is greedy and deceiving to our military.  I want a refund of our $50 application fee.  I am also considering reporting your company to Ft. Leonard Wood legal.
  
  
  
  Sincerely,
  
  
  *** ******* ********

• Initial Complaint

  Date:08/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a $50 application fee for an apartment. I asked in person, and called to confirm the fees that were specific to the unit I was applying for. I also asked about the lease when I called. I was told twice, that the only fee I would pay is for electric. And I was also denied a copy of the lease before I paid to apply. After applying and being approved, I received a copy of the lease and there was in fact an added $25 monthly technology fee included in the lease. I called to question about this fee and informed them that I was lied to regarding this fee, twice at that. I requested to have the fee removed from the lease and was told that couldn't happen. At that point I requested to either have my monthly rent reduced by $25 to make up the difference, or to be refunded my application fee since I had been lied to about what I was applying for. At that point I had to wait for a call back from the broker, who called me and denied the fact that I was lied to, and refused to return my $50 application fee. All I am asking is for my $50 fee to be returned

  Business Response

  Date: 08/25/2022

  I understand the applicant's frustration. As notated on the application, “Application fees are NON-REFUNDABLE even if you are denied tenancy”.  
  Please refer to the link below(if the link does not work, below is the disclosure of the application): 
  
  Before you begin: 
  Please be prepared to pay the application fee as outlined in the property listing. In addition to this rental application, you will also be required to provide a copy of a valid form of identification and proof of income. 
   
  To complete this rental application, you must be prepared to provide 3 years of residential history as well as contact information for your rental references. You will also be asked to provide information on your monthly income, and please note that most properties require that applicant combined gross income is at least three (3) times the monthly rent amount. 
   
  Anyone the age of 18 or older must apply. All children are required to be listed as dependents on the application. All adults ARE required to be on the lease and will be financially responsible for the home. A current phone number and email address for all adult occupants is required. 
   
  If these items are NOT provided, then your rental APPLICATION is considered INCOMPLETE. 
   
  Application fees are NON-REFUNDABLE even if you are denied tenancy. 
   
  Homes will still be listed on the rental market until the application is approved, lease documents are signed and the deposit is paid in full. 
   
  Properties will only be held for no more than 2 weeks from the available move-in date, with an executed lease. 
   
  Application fee: $50.00 
  
  It was also disclosed to the applicant that “additional fees may apply”, on the listing description. 
  Please refer to the link below(if the link below does not work, below is a copy of the listing description): 
  
  
  It appears that this may have been overlooked during the process of applying. Unfortunately, I cannot refund the application fee. As we have to pay for these services through ********. However, I can email her a copy and hopefully she can use this screening report at another company to avoid any additional application fees. 
  
  

  Customer Answer

  Date: 08/25/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I specifically asked TWICE about any additional fees that would apply, including the disclaimer listed in the add and was lied to twice by your company. Later to be informed that this fee I was lied to about is applied to ALL of your properties, which tells me it is highly unlikely that your lie was an oversight. The fact that you intentionally lied to me, which you have already admitted to me and apologized for in the phone call, is why I am requesting my $50 be returned. You can pay ******** yourself. This is completely unethical. 
  
  
  
  Sincerely,
  
  
  
  ****** ********