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:03/05/2024

  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.

  Brax Property Management has handled management of my rental property for over 10 years without major issues. Beginning in February 2023, Brax ceased sending payments to me. I contacted **** multiple times regarding this and received a multitude of excuses about problems with billing (which I now understand to be false). Since then, they have promised to mail me multiple payments, most of which were never sent. In November 2023, **** stopped responding to my emails and phone calls. Based on available data, they have not conducted inspections or handled requested maintenance at the property, yet they have continued to collect rent from the tenant through February 2024. They only responded in February 2024 when I informed them that my attorney was involved. They still owe me $2774.

  Customer Answer

  Date: 03/05/2024

  Hi there,

  
  I just filed a complaint with an incorrect number. 

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

  Complaint About Brax Property Management (***********, **)

  
  Change: I accidentally stated that **** owes me $1774. This should be $2774.

  
  Thanks!

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

  

  Business Response

  Date: 04/07/2024

  Hello, 

       We have come to an agreement and I am paying her back in a payment plan agreed to by both of us. 

  Please let me know if you need anything from me. 

   

  Sincerely, 

  
  ****

   

  Customer Answer

  Date: 04/15/2024

  My attorney is involved. Thus far, **** has failed to comply with the terms of the payment plan they proposed. We have received no payments (or other requested materials) from Brax since this complaint was filed. I request that this case remain open.

  Customer Answer

  Date: 04/30/2024

  Hello there,

  I sent subsequent information regarding this several weeks ago, but have not received a response. Has the case been re-opened?

  I waited to respond because **** said they were going to send the money (again). To date, despite the payment plan they set up, they have not sent the money owed by the deadline agreed upon (weeks ago), nor have they returned the keys to the property, returned the tenant's security deposit, or provided us with the paperwork requested. They clearly have no intent to do so. They have also ceased communication. I would like this case re-opened, please.

  Thank you.

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

  

  Business Response

  Date: 05/06/2024

  Hello, 

        We have a payment plan in place and I went ahead and sent the entire payment in one payment to the address that ***** gave me. 

  This will take care of the payment and hopefully will satisfy this and will be closed. 

   

  Sorry for the inconvenience and hope to hear from you soon. 

   

  Sincerely, 

   

  *******************;

  Customer Answer

  Date: 05/13/2024

  I plan to accept ****'s solution, as I have finally received the money I requested.

  After proposing a payment plan, **** initially failed to follow through on even the first payment. The deadline came and went and **** did not send the money they had stolen, keys to the property, tenant's security deposit, maintenance records, or any other requested documentation. When contacted by my attorney after the deadline had passed, **** did not respond for weeks. It became apparent they never intended to follow through with the agreement they had proposed.

  Brax only took action after they were notified that the ******************************* had received my complaint, which endangered ****'s real estate license. To protect themselves (not to "do the right thing"), **** immediately contacted my attorney and said that they would send me the stolen money and security deposit if I withdrew my complaint from the ***** I have received the stolen rent money and security deposit. I could, but do not plan to, also pursue attorney fees, the 10% cut that Brax kept for their maintenance fee (despite doing no maintenance, inspections, or lease renewals over at least the last year - which has endangered my insurance coverage for the property), reimbursement for having to change the locks on the property (because **** never returned the keys, as I requested), or payment for the time and stress this has caused me. 

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21387994.

  I plan to accept ****'s solution, as I have finally received the money I requested. However, I am still unsatisfied with ****'s poor performance as a property manager (on behalf of the owner and the tenant). They only gave back the stolen money after the ******************************* opened an investigation. I am concerned about other clients who may not have taken the action I have.

  After proposing a payment plan (again), **** initially failed to follow through on even the first payment. The deadline came and went and **** did not send the money they had stolen, keys to the property, tenant's security deposit, maintenance records, or any other requested documentation. When contacted by my attorney after the deadline had passed, **** did not respond for weeks. It became apparent they never intended to follow through with the agreement they had proposed.

  Brax only took action after they were notified that the ******************************* had received my complaint, which endangered ****'s real estate license. To protect themselves (not to "do the right thing"), **** immediately contacted my attorney and said that they would send me the stolen money and security deposit if I withdrew my complaint from the ***** I have since received the stolen rent money and security deposit. I could, but do not plan to, also pursue attorney fees, the 10% cut that Brax kept for their maintenance fee (despite doing no maintenance, inspections, or lease renewals over at least the last year - which has endangered my insurance coverage for the property), reimbursement for having to change the locks on the property (because **** never returned the keys, as I requested), or payment for the time and stress this has caused me. 
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/18/2023

  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.

  Brax Property Management, I am writing of intention to reimburse the landlord for an unauthorized Pet and Damages to the resident, located at *** * *******, Marionville, Mo Credits Held Security Deposit $1,095.00. Charges Aug 2021-2023 Per fee $8 ,400 carpet cleaning $350.00 spraying for fleas $350.00 spraying for fleas (x2) $425.00, Mowing yard $85.00 painting doors (marked on)$425.00, HVAC $275.00, and Deep cleaning $395.00 total charge $10.355 amount due $9260.00. We are requesting a binding Hearing of Arbitration to avoid any undue legal expenses by both parties. The amount for reimbursement or restitution concerning (Pet) should be based on the following page, section and verbiage. (Page7 and 8, section 29. Titled pet. Item;B infers to the tenant passing a non-refundable Pet Deposit off three hundred fifty dollars ($350.00) upon commencement of the of the lease term. And an additional Thirty dollars ($30.00) per month as additional rent for one (1) allowed per.) this amount is customary to the area of S.W Missouri. We do not agree with a few items listed Mowing yard eight five dollars $85.00, damage to door four hundred twenty five dollars, HVAC never being changed when we had the maintenance guy help us with changing it. However at most we are willing to pay, Pet deposit $350 Per monthly $720.00 ($30.00 X 24 months) Carpet Cleaning $350.00 Spraying for fleas $425.00 (x2 cleaning)HVAC filter $275.00 Deep cleaning $395.00. Total Amount Charged $3,025.00 Lease Security Deposit $1,095.00 Amount due $1,930.00. The photo of the tree that had feel was after we move but shows we mowed.

  

  Business Response

  Date: 10/17/2023

  To whom it may concern, 

         In regards to this property we do not manage this property on a day to day basis. Our job is to find a tenant for the property and relay the information to the owner and they make the decision if they accept the tenants or not. 

  The walk thru of the property was done and the information is given to the owner of the property to see what they want to do with the security deposit at damages. They make the decision on what to charge them, not Brax Property Management. This was totally out of our control and we did not decide to charge them this much. 

  The tenants however did have dogs in the property with no knowledge to the owner. They snuck them in without paying pet fees in the beginning of pet fees of $350, $250 for each pet after. Then $30 per pet is added per pet to the monthly rent each month and they did not pay them or let us know they had pets. In our lease there are heavy fees that are charged and they are in the LEASE that was signed. They are responsible for the payments and they singed the lease that stated this clearly in the lease. 

  Brax is not responsible for the charges that were charged it is on the owner of the property and Brax Property Management should not be affected and our A rating that we work very hard to maintain should not be damaged because of this. 

  Thank you for your time and please let me know if you have any questions. 

  **** *****

  Broker/Owner 

  Customer Answer

  Date: 10/23/2023

  I have attached added documentation. This shows that we have reached out to them and their lack of communication. We also have attached a letter from a witness on our behalf.

  The primary duty and responsibility of a Property Manager is to Manage the Property, which includes assessing any damage and recommending repairs and charges of said damage. **** signed the lease, not the property owner. ****, the Property Management company always recommends and approves any fees.

   

  With this being said, we didn't get any response to us moving out or a walk through with them. We have attached the LOI we sent them. Thank you

• Initial Complaint

  Date:07/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get in contact with this company for 4 months consecutively for weeks at a time  They have apparently packed up all of their belongings and left.  I have been calling their office constantly with no response only the option to leave a voicemail.  They have left no forwarding address and have never sent over any renewal leasing documents. To my understanding I am on a month to month lease and I would like to move out but I do not know if I am able to because of their failure to respond to my requests. 

  

  Business Response

  Date: 08/21/2023

  Hello, 

        I responded to this complaint and it may not have gone through. ******* and I have to a resolution and he will be taking the complaint down. 

  If need more from me please let me know at *****************

  Sincerely, 

  **** *****

  Owner/Broker 

• Initial Complaint

  Date:04/07/2023

  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.

  Brax is the management company that I have been using to help manage and collect payments for my rental properties. Lately, Brax has been extremely slow in depositing the collected funds into my account. The tenants are always paying on time, and then I'm having to reach out to Brax multiple times to get them to provide me the funds. Due to these actions and lack of communication, I have switched to another property management company and have requested Brax to provide me the outstanding balance of the tenant's last payment, transfer of tenant's deposit to another property management, and return the copy of the keys. They have not completed these actions.

  

  Business Response

  Date: 04/18/2023

  Hello, 

        We have been going through many changes in our company to streamline operations and I will admit it did slow down the process for rental owner payments etc and I apologize for that. We have since completed all the changes and we are back operating at full capacity. 

  I have returned and deposited all the money that is requested from this owner and dropped his keys in the mail. 

  If there is anything else that needs to be returned I will gladly get to the owner in a timely manner. 

  If there is anything else on this end I need to do please let me know. 

   

  Sincerely, 

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