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:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company forces people into home for "air filter changes", they lie to their tenants saying air filters can be left at door for us to change then come back saying you can't deny entry into the house even if not being home and forced to choose a date even if it doesn't work with your schedule. Made to feel very uncomfortable. Company is trying to charge $1571 a month when location is not great and next door to a drug house. Communication with the company has been very difficult as they don't even have the correct phone number listed on their website. In our lease it also says cars must not be parking in street because cars can't get through, yet our neighbors park on the road across from the drug house that gets lots of traffic causing build ups, I have messaged the company and sent pictures to resolve the issue and they did nothing. Yet when there is an issue with grass needing cut or someone had a dog get out they are sending us emails to harass the tenants. Overall the company has been the worst company at invading privacy and I would like them looked into because I am not aware of other rental companies forcing entry.

   

  LOCATION INVOLVED:

  Enterprise Property Management
  **** * ******** ** **** *********** *** ***** ************

  

  Business Response

  Date: 10/23/2023

  Thank you for the opportunity to respond to the complaints received by a tenant in our ******* ******* community.  We take tenant concerns very seriously and have researched the allegations made to ensure that our staff was not operating outside of the guidelines of our lease and that our community HOA policies and procedures are being followed appropriately.  It is our utmost priority to maintain a harmonious living environment for all residents, and this includes enforcing the HOA rules and regulations consistently and fairly.  After careful examination of the complaint, we would like to address the following concerns that were raised:
  
  Filter Change Process - We acknowledge that there may have been some miscommunication as to what our current filter change process is and whether or not filters could just be delivered to the property for the tenants to install them on their own.  The leaving of filters for tenants to change on their own was a process that started during the pandemic and we have found the need to go back to the original process of changing the filters for the tenants as based on numerous repairs that have been required to service hvac units in which filters had not been routinely changed.  Our executed leases documented our original process of coming into the home and changing our filters.  Section 3 of our lease covers maintenance of rental properties, specifically line item 8 furnace filters, and details our rights for accessing the rental properties multiple times a year for the purpose of changing filters.  These terms were considered agreed to with the mutual signing of the lease contract. This maintenance process of routinely changing filters is to ensure the proper function of the hvac units at each property in efforts to minimize any future inconveniences to our tenants for larger maintenance repairs that arise from hvac units that are not routinely serviced and proper functioning becomes impaired.  The communications that you submitted along with your complaint documented our maintenance technician reaching out to you to coordinate a day and time with you that would be more convenient than the originally scheduled filter change date when all the other properties in this community were scheduled to be changed.  We will continue to give you advanced notification of when filter changes are scheduled and do our best to find a time that is convenient for you and us.  Should you choose to change the filters yourself, we will still need access to the property to confirm their installation.
  

  Rent Amount - We acknowledge the importance of providing affordable housing for our tenants.  We continually assess our rent pricing to ensure it remains competitive and reasonable in the local market.  This particular unit is showing current market rates @ $1,533/mo and base rent on this unit was just renewed @ $1,340/mo additional charges on lease are due for trash services in the amount of $16/mo and two pets included on lease @ $60/mo for a total of $1,416/mo.  It is important to note that rent increases are typically influenced by various factors, including market trends, property maintenance costs, and inflation.  We always strive to communicate rent adjustments well in advance, as required by lease agreements and local regulations.
  

  HOA Violations - It was suggested that some HOA violations were not being addressed appropriately while others were.  We did receive your complaint in regards to a neighbor parking on the street and possibly impeding the ability of emergency vehicles to access the homes in this neighborhood.  The text message was received late in the evening on May 4, 2023 and we do not have any written documentation in our property management software showing a response was returned to you from our property manager.  I am unable to determine if they followed up with you via a phone call and documenting that on your account was missed.  We apologize if they did not ever recognize receipt of your complaint and communicate that it was being addressed with the new tenants at that location.  There is documentation that the tenants were notified that parking on the streets is not allowed in this community due to the narrow streets and that they needed to find an alternative parking arrangement for their vehicles.  We have not received any further complaints in regards to these tenants and the parking situation.  We will continue to monitor this community for HOA compliance on a routine basis and will review our enforcement procedures to minimize any inconsistencies with the handling of future violations.  
  Tenant Screening - We use multiple screening techniques in our rental application process to ensure we get the best possible fit we can for our communities.  We have stringent policies in place for credit checks, income and prior rental verification, as well as background checks in accordance with all fair housing regulations.  We take our responsibility seriously to provide a safe and secure living environment for all of our residents.  We encourage residents to report any suspicious and/or illegal activities to local law enforcement to ensure a swift and adequate response. 
  

  Communication - We value transparency and open communication with our residents.  We will work on enhancing the clarity of our communication channels and keeping residents informed about progress of their reported violations.  We have confirmed that the phone number on our website as well as within our property management software is accurate.  There are numerous conversations documented between our staff and this tenant. We are confident that all lines of communication are accessible to all of our tenants and every effort is made to respond to tenants in a timely manner.
  

  We are actively taking steps to address these concerns and ensure a better experience for all residents within our community.  We sincerely apologize for any inconvenience or frustration that has been experienced due to the issues raised in the complaint.  We value the input of our residents, and their feedback is instrumental in helping us make positive changes.  If this tenant has any remaining concerns or would like to further discuss the resolution of their current concerns, we encourage them to reach out to us directly.  We are committed to working with them to find a satisfactory solution.
  
  
  Once again, we appreciate the opportunity to address this matter and improve our community management practices.  If the Better Business Bureau requires any additional information or clarification, please do not hesitate to contact us at ************.  
  
  
  Sincerely,
  ***** *** ******
  **********
  Enterprise Professional Property Management LLC
  dba Enterprise Property Management