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:11/15/2024

  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.

  Description:Consumer is renting a house. Recently, there was a carbon monoxide leak in the residence and the landlord did not have ** or Fire detectors installed in the residence. Consumer stated all 5 members of her family got ill from the leaking ** and had to be treated at the ER.Supplier:Prokos Rentals No ****

  Business Response

  Date: 12/02/2024

  Yes, recently a Co2 leak was detected at the house. When we were notified of the leak we immediately put all tenants in a hotel while we replaced the old furnace with a new one.  As a precautionary the tenants that were home at the time because all of them were not home had went to the ** to be checked out.  I had the maintenance men check the house for Co2 detectors and the right number of detectors were present, but I had the maintenance men install one in every bedroom instead of the required amount by Code.  When the lease began in May of 2024 we had a move in inspection done by myself and tenants that were present.  One of the tenants that were present signed off on the inspection and at that time all smoke detectors and Co2 detectors were in place.  Also, a code inspection was done just a few months later and all were in place at that time as well. The tenants forwarded me the hospital bills and we paid those for them.   

• Initial Complaint

  Date:06/20/2024

  Type:Product 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 daughter was a tenant at a property that Prokos is the property management company for. My daughter's lease ended on 5/5/2024. She shared the home with 5 other roommates. When we did not receive the security deposit back, I reached out to Prokos. I was told the entire security deposit was sent to one of the tenants. ****, from Prokos, told me that the roommate who received the security deposit should send us our portion. I am confused as each tenant paid their own security deposit. Also, my daughter was asked to give her address to Prokos, so they could send her security deposit. I have spoked with two employees of Prokos who were unwilling to help. I also sent a follow up email and they have not responded.

  Business Response

  Date: 06/26/2024

  Hi,

  We leased a house to 6 girls with a lease starting date of 5-14-2023 and ending on 5-8-24.  The security deposit in question was mailed out on 6-6-24.  We issued 6 separate checks payable to each tenant for equal amounts and mailed them all to one of the tenants (*******************************) on the lease. ****************** was upset we mailed the checks to ******* because ******* is her daughters current roommate at another address and from what she said ******************* her money.  The reason why we send them to one address is because when we have any deductions that are taken from the security deposit we like to send them all to one person to disperse since you are legally required to divide the security amount evenly among the tenants.  That way if one tenant owes another tenant money they can settle up among each other.  ******************* when talking to me said our company was s$%# so therefore since she wasn't legally my tenant I felt no need to respond to any further communication with her. I did though talk to another tenants grandmother and explained it all to her and that we did get all the checks back from ******* and immediately put them back out in the mail.  At the time of this email all the tenants have received the deposit in question.

  Business Response

  Date: 06/26/2024

  Hi,

  We leased a house to 6 girls with a lease starting date of 5-14-2023 and ending on 5-8-24.  The security deposit in question was mailed out on 6-6-24.  We issued 6 separate checks payable to each tenant for equal amounts and mailed them all to one of the tenants (*******************************) on the lease. ****************** was upset we mailed the checks to ******* because ******* is her daughters current roommate at another address and from what she said ******************* her money.  The reason why we send them to one address is because when we have any deductions that are taken from the security deposit we like to send them all to one person to disperse since you are legally required to divide the security amount evenly among the tenants.  That way if one tenant owes another tenant money they can settle up among each other.  ******************* when talking to me said our company was s$%# so therefore since she wasn't legally my tenant I felt no need to respond to any further communication with her. I did though talk to another tenants grandmother and explained it all to her and that we did get all the checks back from ******* and immediately put them back out in the mail.  At the time of this email all the tenants have received the deposit in question.

  Customer Answer

  Date: 06/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21878051
  
  I am rejecting this response because: 
  I have not received a copy of the damages to the property.  Prokos received the checks back from ******* and then mailed all of the checks to another one of the tenants as opposed to mailing each tenant their check.  At the time of their response, we had not received our check in the mail.  We did receive it today.  Given they did not mail the check to us, I'm not sure how they could say we received it.

  I'd like a copy of the letter detailing the damages.  I asked for this on the phone and in an email.
  Regards,
  
  *****************************

  Business Response

  Date: 07/03/2024

  I am disputing what Mrs. ******* is saying because I just spoke to ****** grandmother ( ***** was a roommate) who is the person who sent Mr. ******* daughter *** the check.  I talked to our accountant and that check cleared our account on June 1, 2024.  Maybe Mrs. ******* daughter didn't let her mother know right away I don't know.

• Initial Complaint

  Date:02/21/2024

  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.

  Our issues with Prokos started before we moved in. When we looked at the apartment in May when the lease started, there was no fridge and other missing appliances that we needed to live there. We had been promised a renovated and clean apartment to move into. When we arrived the second time, we couldn't even get into the apartment. The key appeared to no longer work. When the rental company was asked about, they claimed, "it happens sometimes" and we had to wait at least an hour for it to be replaced. Not only that but, the apartment had also not been renovated as was implied, it wasn't even clean. There were cobwebs, dust and dirt, what appeared to be cigarette burns in the carpet, the dish washer was filthy (one of the maintenance men confessed it was "disgusting"), there was food in the windowsill, and left over furniture that were all left in the smallest bedroom of the apartment.
  When we went to the rental company to address these issues, they shrugged off all responsibility for their lack of professionalism. They insisted they weren't in the wrong. I was also told that not everything was done in the apartment because they have "other properties" to look after. If they are incapable of maintaining all of their properties, they should not have so many.
  We did not live there for the first month since nothing was remotely close to being worked on. When we asked them for our first month of rent back, since we couldn't even live there, they accused us of being "disrespectful." They then proceeded to ignore us for half an hour as we waited in the lobby to speak to them, we could see them walking around the office. They did send some maintenance men to clean the apartment after all of that and they were incredibly helpful and kind in contrast to their employers. Part 1.

  More recently, they came in for an inspection. We have a cat whose been chewing on the blinds but, we plan to replace them when we move out. They have already been bought. They told us that they planned to charge us for the replacement blinds and the service of replacement. I emailed them back to let them know that we have planned to replace them at the end of the lease since it does not make sense to replace them now, have the cat chew on them again, and then replace them a second time. In response, they said the broken blinds were "displeasing" to prospective tenants and needed to be fixed within 7 days. If something as simple as a broken blind is displeasing and urgent to fix, why did they not fix our washer handle when we asked? Why is there a missing staircase pole? Why is the tubing at the back of a closet covered up by a leaning wooden panel? Why don't most of the outlets work? The list can go on. They already have the current apartment we're living in signed for the next school year. Aesthetic seems like a measly excuse. They refuse to listen to logic and seem to only want to get more money out of an already overpriced apartment. Part 2.

  Business Response

  Date: 02/29/2024

  In response to the issues mentioned above, when our leases start sometimes we are unable to have everything completed.  Our leases in paragraph 11 it states that if things need done that the landlord will make the needed repairs. A day or so Prior to the tenants moving in we did an inspection at the property and the refrigerator and stove were not working properly so they had to be replaced.  We told them what was going on and that the appliances were in the process of being installed. We were also in the process of the lease turn around process and a final cleaning was scheduled and it was completed for the tenants. When I spoke to one of the tenants fathers at the end of the summer because they hadn't put the electric still in one of the tenants name I told him we would just pay the electric for the summer just to transfer the electric out of are name and we will call it even since we did have a few issues at the beginning of the lease.  

  As far as the blinds go during an inspection earlier this month. Our sign is on the front of this house and this house is located in a highly traveled area.  When the blinds are all broke it looks bad from the street. We do these inspections quarterly at our properties in case tenants are busy and haven't taken the time to do a work order or in case something is missed when the guys go out to do work orders. Inspection time is the perfect opportunity to address these issues.  So, if a handle is missing on the washer that was never fixed, or an outlet is not working, or tubing is cover by a loose panel these thing can be reported to us and should be but not one of these items were brought up during the inspection.  I will personally reach out to these tenants myself and do a proper work order for them for those items.

  Customer Answer

  Date: 03/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21325726
  
  
  
  I am rejecting this response because: The business continues to dodge all responsibility for their poor service. After speaking to many members of the community, we have found out that there have been many other tenants in similar or worse situations and now we know that nothing will be done from them to repair the situation, just more excuses. Other routes will be taken.
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/25/2023

  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.

  ISSUE: Failure to disclose rental parking restrictions.
  
  Prokos Rentals failed to disclose parking restrictions for my sons current rental property. Prior to rental agreement, when reviewing property, inquiries were made with company about parking location. It was advised that on-the-street parking was available in front of the property location. Following advisement from rental company, my son did not seek a passing pass with Ohio Univ. On 8/18/2023 my son received a parking ticket due to 24 hour violation ($35). Upon receipt of the ticket my son called the rental company and advised of the issue. Prokos Rental company again advised my son that he was fine to park in front of the property with no issues. On 8/20/2023 my son received another 24 hour parking ticket violation ($35).
  
  When speaking with the rental company directly about my son's parking tickets, and their advisement, I was informed that it was not their responsibility to disclose city parking restrictions, in this case the 24 hour restriction on any public street. I feel that the failure to disclose parking restrictions was a deceptive act leading my son to believe he had a safe, legal location to park his vehicle with the rental property. This as since caused my son further financial impact. He has had to acquire a parking pass with a third-party company for $300 (one semester) since Ohio Univ parking passes were now sold out. Had the rental company advised of the on-the-street parking laws at their property, at time of agreement, my son would have been able to apply for a parking pass with the university in a timely manner for $145 (covering both Fall and Spring semesters)
  
  The ask is the Prokos Rental compensate my son $225 for the failure to disclose the on-the-street parking restriction ($70 for the two parking tickets, and $155 for difference paid with parking pass)

  Business Response

  Date: 09/06/2023

  The tenant was advised that there was on-street parking in front or near the property as long as there was not a yellow curb, no parking signs, etc.  He was also advised at the time of viewing the apartment that it did not have off street parking.  It is not the landlord's responsibility to inform the tenant about the city laws and ordinances. 

  Customer Answer

  Date: 09/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20523450
  
  
  
  I am rejecting this response because rental company did not advise of any parking "rules" as stated in response. As previously stated, at time of viewing, parking was specifically inquired about and per rental company it was available in front of rental, eluding to my son he had a safe, legal location to park his vehicle with rental property. 

  This appears to instead be a deceptive act in order to secure a rental agreement. Had the rental company provided the information as stated in their response, and been forthcoming about the parking in front of rental, then steps would have been taken to overt the financial hardship this has caused.
  
  
  
  Regards,
  
  
  
  ******** ******