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:06/12/2025

  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.

  I am writing to formally lodge a complaint against A Superior Property Management regarding our recent experiences as tenants at *************************************************. We officially moved out on 5/31/2025. Over the past five years, we have faced multiple issues that have prompted us to take this action. 1. **Unclean Condition Upon Move-In:** When we moved into the property, it was not clean. We had to invest our own time and effort to clean the space before settling in, which was unacceptable.2. **Unjustified Cleaning Fees:** Upon moving out, we paid $433 for a move-out cleaning service. Despite this, we were charged an additional $500 cleaning fee. This is particularly frustrating as we left the property in immaculate condition, arguably better than when we received it.3. **Consistent Rent Increases:** Throughout our tenancy, we have consistently paid our rent on time. However, we were subjected to annual rent increases, which felt unjustified given our timely payments and the condition of the property.4. **Intrusive Inspections:** We endured frequent inspections during our time in the home, despite maintaining a clean and well-kept environment throughout our tenancy.5. **Inadequate Living Conditions:** The home lacked air conditioning, which made living conditions unbearable during summer months, especially with the heat and smoke from annual fires. We often had to keep windows open, exacerbating the discomfort.6. **Excessive Landscaping Charges:** We were charged $1,110 for landscaping services upon moving out, which we believe was unnecessary given the condition of the yard.7. **Unreasonable Painting Charges:** Additionally, we are disputing a charge of $2,700 for painting the home. After five years of normal wear and tear, this charge seems excessive and unwarranted.Restitution will be sought with the Deschutes County Court for any monies not returned.

  

  Business Response

  Date: 06/27/2025

  Response to BBB Complaint A Superior Property Management **** LLC
  Regarding Former Tenants at *************************************************
  Move-Out Date: May 31, 2025
  To Whom It May Concern,
  Thank you for the opportunity to respond to this complaint submitted by our former tenants. While we regret that they left the tenancy feeling dissatisfied, we would like to clarify the facts of the situation and respond to each point raised:

  1. Condition at *****************start="120" data-end="123"> Our records indicate that a professional cleaning was completed prior to the tenants move-in, and the property was in rent-ready condition. We have time-stamped photos of the home taken just before possession that show it to be clean and presentable. Additionally, the tenants completed and signed a written move-in condition report at the time of occupancy, and no notes or comments were made indicating that the home was dirty or required additional cleaning. If there had been concerns at the time, we would have gladly addressed them, but no such communication was received. A copy of that move-in report has been attached for reference.

  2. Cleaning Charges at ******************start="122" data-end="125"> The tenants did hire and pay a cleaning company of their choosing. Unfortunately, the home did not meet move-out cleaning standards, as documented by detailed photos taken before and after their departure. We routinely audit these photos to ensure accuracy and fairness in our move-out evaluations. The $500 charge reflects the additional cleaning required and is not in duplicate but rather corrective. For full transparency, we provided the tenants with a copy of the move-out report detailing the areas that required further cleaning, along with photographic documentation. That report is also attached here for reference.

  3. Rent *******************start="117" data-end="120"> Rent was adjusted annually, consistent with market conditions and allowable under Oregon law. We make every effort to remain competitive and transparent with our pricing, and provided proper written notice of each increase. While the tenants may have felt the increases were unfair, the lease terms were followed in full. Additionally, during the tenancy, there were a total of 15 late payments, which resulted in multiple pay or quit notices being issued. Despite this, we continued to work with the tenants to avoid escalation whenever possible.

  4. Routine *********************start="1990" data-end="1993"> Our standard lease includes two interior inspections per year, plus any necessary visits for maintenance or safety checks. These are scheduled in advance and intended to ensure the property remains in good condition. There is no record of complaints or opt-outs on file, and we made every effort to respect the tenants privacy and schedule.

  5. Air **********************start="2363" data-end="2366"> The home did not include central air conditioning at the time of lease, and this was disclosed in the listing and lease agreement. While we empathize with the discomfort during wildfire season, we cannot be held accountable for regional climate events. Many tenants in ************** use window units or other portable options, as central AC is still not standard in all homes here.

  6. Landscaping *****************start="97" data-end="100"> The tenants were responsible for exterior maintenance, as outlined in their lease agreement. In addition to the move-in photos documenting the original condition of the yard, we also hired and sent a professional landscaper out the month following their move-in to complete a full fall clean-up and baseline maintenance. A copy of that invoice is attached for reference. Unfortunately, over time, the yard suffered from a lack of upkeep, and significant damage was caused by the tenants dogs. Upon move-out, restorative work was necessary to return the yard to a rentable condition, and the $1,110 charge reflects that work.

  7. Painting ***************start="3150" data-end="3153"> After five years of tenancy, it is reasonable to expect some wear; however, several rooms were in need of repainting beyond what would be considered normal wear and tear. This includes grime (so much so that they had to be cleaned before he could paint) damage, large gouges in trim & molding (please note on invoice from painter). The painting invoice is from a licensed professional and reflects actual costs. Oregon law allows for appropriate deductions due to tenant-caused damage. The home was freshly painted in July 2019, less than a year before they moved in. To account for normal wear and tear we charged the owner for some of the painting. To account for normal wear and tear the owner paid for all the materials & 600 of labor. 

  8. There was no charge of $2700 (see final accounting) The charge for $2132.28 was mostly for the paint and damages to blinds, adhesive in most window *****, broken glass refrigerator drawers, etc. It's all listed out. 

  They are actually very lucky we didn't charge them a portion of replacing the carpet from the dog damage. 

   

  We strive to treat all tenants fairly and with respect. Every charge in this case is supported by documentation, and we have shared that. 
  We regret that the tenant feels legal action is necessary. We always prefer to resolve disputes collaboratively and believe that, with the full context, our actions will be seen as reasonable and aligned with both the lease agreement and Oregon landlord-tenant law. I hope after reviewing the photos they will feel better about the charges.

  
  Sincerely,
  ***** ******
  Owner, A Superior Property Management **** LLC
  ***************************************** | ************

  

  Business Response

  Date: 07/02/2025

  Here are the other documents: Signed Move in Report with no notes of being Dirty. Move out Report. **** for additional yard clean just after move in. The Final Accounting and proof of mail.

• Initial Complaint

  Date:11/18/2023

  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 renting an apartment managed by the Superior Property Management Company of ****, ******. I took possession of the apt. on July 17, 2023. In early October they inspected my apt. I was unaware they were coming because they only notified me by email, an account that I rarely use or rarely check. The apt. was a little dirty since I didn't know they were coming and so, hadn't cleaned it. Two weeks after the initial inspection they came back to check whether I had cleaned the apt. to their satisfaction. Again, they only notified me by the same email that they were coming in to reinspect the apt. and since I didn't know they were coming, or that they had even been in the apartment, I had still not cleaned it. On the evening of their 2nd visit to my apt. I decided to check the email I rarely use, and I saw that they had posted a violation notice to me which stated my place was dirty and cluttered. During this entire time, I was literally working 12 hours a day at my job. On the night they notified me that the place was dirty, I spent 7 hours cleaning it. I was up until 4 am doing so. The next morning, I notified them and said I had cleaned the place and they thanked me. The next day, they fined me $50, even though I had cleaned the place thoroughly. When I objected to the fine, they said to send photos as proof of my cleaning and they would waive the fine. I sent the photos, but they still have not waived the fine, and they have threatened to evict me from my apt. if I don't pay the fine. When I was taking photos, I discovered a large rectangular hole in the wall near the front door. The hole is 3 feet high and nearly 2 feet wide. A large mirror had been placed in front of the hole to cover it up. They were aware of this huge hole when I moved in, and yet they didn't disclose it to me. I discovered it when I was cleaning the apt. They need to waive the fine immediately, and they need to stop threatening me with eviction over it. Rent: $1,650.

  

  Business Response

  Date: 11/20/2023

  Hello,

  We inspect our rentals three times a year. It is in our lease and we tell renters before move in.

  Not only do we mail the notification for the inspection, we email as a courtesy. 

  The morning of the inspection we send a reminder text. Our goal is to give plenty of time to get it organized and clean for photos we send the owner. 
  

  if he never knew we were coming, then I understand I read messy. So thats why we gave him a friendly reminder and went back.

  The reminder stated if it wasnt cured, there would be a $50 charge.

  The home was worse than the first time. I was genuinely concerned when I saw the photos and wished we would have a 30/14 notice instead of a small fine. 30/14 is to cure In 14 days or move in 30.

  His bathroom sink was full of rocks.

  The kitchen stove (glass top) had heavy machinery on it. 
  

  The last thing on my mind was the fee. I told him I would gladly waive the fee if he would show pictures he cleaned it.

  He ignored me for two weeks. I gave him a deadline. He didnt send photos. I reached out again. He asked me to take his word. I told him I wouldnt be doing my job.

  He finally sent photos, just before posting this. Then told me he stopped a check to the small fine. 
  I have no idea why he did that. I told him multiple times, the fine was waived if he could show the home was clean. 
  Which is generous considering I had someone out to inspect two times. 

• Initial Complaint

  Date:09/26/2023

  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.

  Hi,It was recently brought to my attention that Superior Property Mgmt filed a litigation case against me which was dismissed and closed (copy sent to Superior Prop. Mgmt) yet proceeded to hire a third party collections agency to obtain funds in the amount of $3,847. Superior Prop. Mgmt did not return my deposit in the amount of $3,256.94 (copy of lease also sent to company).The company has not only kept all funds from my deposit of the home rental, but is seeking the addition of funds totaling $7,103.94.I only discovered this issue when my application for housing was denied. I immediately contacted the collection agency and the Deschutes County Court as well as Superior Property Mgmt who is adhering to their claim against me. I've attached the lease agreement, the case dismissal, and the collection agency's claim against me shown on my Experian Credit report. I do not have legal representation and do not know how else to proceed. I appreciate your assistance in the matter and hope to have some resolution so it does not happen to someone else. Sincerely, *************************************** ********** Request : Removal of collections $3,847. The company never returned my deposit in the amount of $3,256.94. Above all else, I am asking for the removal of this on my credit report and for the company to provide signed and /or notarized documentation stating they will cease all further demands and actions of obtaining funds from me ie in court of through any third party collection agency

  

  Business Response

  Date: 09/27/2023

  To whom it may concern, 

  I have attached a copy of the tenants final accounting disposition. Her deposit was applied to what she owed but she still owed more. We attempted to reach out to her multiple times to set up a payment plan(also attached), so she was aware of this balance. 

  We then filed in small claims and after multiple tries we were unable to serve her. So, the small claims file we started was dismissed. Not the fact that she didn't owe the money, just that we could never serve her the papers, so we could never go to mediation or in front of a judge. 

  Once small claims wasn't an option, we sent her to collections. 

  You can see in the final accounting that she owed a lot of money for various reasons. But the majority was for rent and the fact she repainted most of the house in awful colors, which is against her lease. If getting this off her record is the big concern, she should have agreed to a payment plan in the first place. I would be willing to offer that now, but I do not believe the collection agency will let me do that. 

  

  Business Response

  Date: 09/27/2023

  I'm not sure if my documents attached the first time. 

  Thank you,

  *****

• Initial Complaint

  Date:07/28/2022

  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.

  There have been multiple problems since we moved in, having Superior as our landlords, October of 2021.To start, we moved in to the house with a gas leak that was so dangerous the gas company said we needed to vacate the premises immediately this was at our own cost.2. There was a washer and dryer in the unit upon moving in and we were told these were part of the rental, once we filed a maintenance request for said washer and dryer we were told they were not in the rental agreement and that we needed to move them ourselves, after months they finally agreed to have removed.3. A stovetop fire in a pan, March 2022, we went to extinguish fire before it got out of hand with the fire extinguisher that was provided by the landlord, it was a dud and did not work causing more damage and endangered my daughter, our dogs and ourselves. A request was put in March 17th, 2022 and we didn't get any help and still have not and it's now almost August 2022. After 3 different people were sent to our house to address the problem we've yet to hear any updates and continue to have to reach out without response.4. Poor communication, we live in a HOA neighborhood and must adhere to the standards placed, we were not told about this before moving in and have now inquired fees because the landlord does not pass on the information in a timely manner, but refuses to remove fees even after we have complied and gotten the yard to code.5. After reaching out multiple times to the property management, I have gotten threatening emails in response from ***** (owner) about kicking us out, as well as harassment through her responses back to me. She has requested reimbursement for; the time she has "wasted" in emailing us, for postage of letters that we are required to have since were renting, and more. She also ignores any and all phone calls from me. Send me automated emails that she is out of the office until July 6, 2022 even though it's the 28th. She changes date ***************.

  

  Business Response

  Date: 08/03/2022

  Hello,
  In response to ******'s first complaint, I would like to say I was never made aware of any gas leak. If that did happen, I am so sorry and grateful everyone is ok. As far as the washer and dryer, they come with the house "AS IS" and that is also made clear before taking possession. I've attached a lease to verify that. Yes, she started a fire and couldn't use the stove. She was required to pay for those k**** and handle but we assisted in her finding them. It hasn't been an easy process and has taken a while. I just confirmed today that those are no longer available and so most likely a new stove will have to be purchased. 
  The main problem is the *** violations. The tenants were made aware of the *** before move in (see attached lease). One of my staff inspected the home in May and verbally told her she needed to spruce up the yard, get rid of the weeds etc. A few days later that was followed up by a friendly email. A couple weeks later the *** sent us a letter - a warning. That was promptly given to ******. When she refused to remedy the items another violation was given. I shared proof of documentation of all of this with her.
  Yes, of course I am going to charge the fee that we are entitled to charge to pay for our time and postage. This tenant started a fire in the home, wouldn't maintain the lawn, parked a trailer illegally and had a dog that barked often. She was warned by both my company and the *** many times before any fines were charged. She even emailed us telling she refused to move the trailer and we said the *** will give you another violation. In the end the *** was forced to assess an automatic $100 month charge for violating so many CCR"s multiple times. At that point she gave notice to move out.
  Thank you for your time.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17639823
  
  I am rejecting this response because: we communicated clearly and effectively for the oven and *** notices. We replaced the stove k**** and notified multiple in the ***** office multiple times, only the handle was unable to be replaced. This has been an issue since March 15, 2022 and have now been without a workable and safe oven for 5 months. Weve stated were happy to replace the entire stove out of our own pocket and continue to have our phone calls ignored and not returned, as well as emails ignored without any response to help in resolving this issue. 
  Weve also been in contact with the *** and have had fees removed due to a communication gap between the ***, ***** and us week after week. I have shown proof of the fees being removed but these are not being reflected on our renters portal. We shouldnt have to reimburse what postage of time because this is the job and duty of ***** to communicate effectively with their tenants, especially when they refuse to over the phone. 
  the gas leak when we first moved in was communicated to ************************** and *****, its not our fault if that wasnt communicated to the owner of *****. If the washer and dryer were from previous tenants then they should have been removed after they vacated the property and not fallen on to our shoulders. In June these were finally removed and we appreciate the cooperation in getting these out of the house. 
  mom regards to other problems with the house, weve been told by ***** to not put in maintenance requests because quote our office takes too long and most likely wont get to fixing the problems, so its better if you fix yourselves. But our lease states to not do this so we havent and continue to put in requests. Again, this is why I offered to replace the entire oven and even have it installed and checked by the gas company to ensure its functioning properly and safe. But my phone calls are ignored, everyday and multiple times a day. 
  I would appreciate some communication and effort towards solving the oven issue so we can leave the home in better condition than what we moved in to as well as be able to use an oven and not have to worry about the door potentially falling off onto one of us, our daughter or dogs. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2022

  Hello,

  I am completely surprised by this response. We are in constant communication with ******. I have all the emails to prove it.

  We came to an agreement just last week about the stove she set on fire. We were ordering the missing parts but she found one less expensive. We went out of our way to **** our rules and accommodate her hiring the company and doing the repair herself instead of our company to save her money. I really don't know what else we could do for ******* 

  As far as the The **** they ***** the fees and they report that to us. If in fact, there was an error and the *** waived a fee, they would tell us and the would most definitely be passed along. 

  Customer Answer

  Date: 08/30/2022

   
  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,
  
  *************************