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:10/04/2024

  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.

  Charged me.wronfulky for neighbors kid throwing toys over the fence, charged for cleaning when I had it cleaned professionally and have receipts, charged for carpet cleaning when I had ******* steamer come in and do carpets charged 250 dollars for drywall sanding and texture when it was only a few small s**** holes .

  Business Response

  Date: 10/11/2024

  Hi there,

  I'll break down the complaint by item and respond individually.

  -Cleaning Charges-

  We discussed at length with Brittaney Morris the procedure for final accounting. We discussed that the unit must be returned to as near the same state as it was delivered to her, excluding normal wear and tear. We also discussed the cleaning requirements in depth and have sent a very specific list of instructions for cleaning to meet our requirements. We suspect the instructions were not reviewed as many of these issues that she mentioned were addressed specifically in the instructions. She mentioned having a professional cleaner clean the unit, and we asked for the receipts and have yet to receive any. We're sympathetic to spending money to have the unit cleaned only to have cleaning charges withheld at move-out, which is why we generally recommend doing a basic clean on your own rather than hiring a vendor. If we received a receipt for cleaning services, we'd take that into consideration for the charges, and possibly help Brittaney get a refund from that cleaner since it was not well done. The state of the rental unit was not clean let alone to the level that it was delivered to her at move-in. The biggest issue was that appliances were clearly not clean.

  -Loose Item Cleanout-

  In our move-out instructions we clearly state that *all* items must be removed. We follow this up with a phone call to discuss this as well to make sure its understood. Despite this, there were loose items throughout the unit, including the back yard. As a courtesy, the cost of removal and disposal was reduced from the full cost incurred. Further, our maintenance staff confirmed on several instances throughout the tenancy that the backyard had the tenant's items strewn about, which is no issue during tenancy, but does need to be taken care of at move-out.

  -Carpet Cleaning-

  Also explained in the move-out instructions, as is allowed under Oregon law, carpet cleaning was withheld from the security deposit. We strongly advise tenants not to hire a professional carpet cleaner for just this reason. As we prefer to use our trusted vendors, we will always have them perform the carpet cleaning.

  -Drywall Repairs-

  Further, in the move-out instructions, we strongly discourage tenant performed repairs, especially drywall, as it is a highly skilled craft whose difficulty is often underestimated. A common occurrence with tenants who try to perform their own repairs is that they fill the holes with light weight spackle, but instead of using the spackle sparingly, they use a drywall knife and an excess of spackle to fill the hole. This results in the whole area being covered with drywall. This requires sanding down, filling any cracks, then retexturing, and finally priming and painting. This process requires much more time and effort than if the hole had been left for maintenance to repair as is.

  I understand it's frustrated to expect your security deposit refund in full, especially when moving is such a stressful event. But we are confident that we were fair in our communication and fair in our assessment of these charges.

• Initial Complaint

  Date:04/18/2023

  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.

  I moved into **** Fir Apartments on 1/21/2022. I was told the apartment was professionally cleaned before moving in... it was not. I contacted the manager about it; no one came out to clean and I was charged a deposit of $1500. I moved out of the apartments on 2/3/2023. A month after moving out, I received $625.00 back from the company. I contacted the company by email on 3/6/2023 asking them to explain why I only received $625.00 back from my deposit. They said "that despite handing in your keys, you had left a large amount of items in the unit, and without permission, you entered the property again to remove them. You improperly double parked a U Haul in the parking lot, left it overnight, and placed all of your items in the common area. You did not return your keys and you further entered the property". I had a uhaul at the property from 8:30am to 11:00am on 1/28/2023... I did not have a uhaul left at the property overnight. My uhaul was picked up and dropped back off at uhaul all on 1/28/2023. My apartment was fully cleaned inside and outside of the property and 2 apartment keys and 1 mailbox key was hand-delivered to **** at North View Properties on 2/3/2023. When letting the company know that they are confusing me with their tenant in the unit across from me... they said that they made many accommodations for me including ignoring previously said infractions as well as meeting my early move in request. I never received a complaint from the company while living there and did not ask to move in early in January 2022.I have reached out to the company by email and they do not reply...

  Customer Answer

  Date: 04/19/2023

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

  Business Response

  Date: 04/20/2023

  It is very unfortunate that we were not able to come to an understanding with this tenant despite our correspondence. The basis for the misunderstanding was that the tenant believed the unit had not been cleaned beforehand and therefore wanted some of the cleaning charges waived. We explained several times that the unit was indeed cleaned beforehand and the charges were valid. Regrettably, our explanations did not provide the tenant with their desired result and communications became unproductive. Final accounting disputes are extremely rare for our company as we always strive to communicate clearly and put our tenants' interests first as we did with this tenant in our accommodations for them. We wish them the best of luck. 

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19947145
  
  I am rejecting this response because:

  The apartment WAS NOT cleaned upon my move-in.  Once I brought it to their attention again and sent them pictures, they replaced the disgusting toilet seat.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/05/2023

  Hi there, for reference of the state of the unit as the tenant left it, I've attached several photos. We have many more of damages throughout, but the limit of upload is 5. Some of these damages were indeed added as charges to the tenant's final accounting, but much of the actual costs for repair were not charged. As indicated on their final accounting, we waived many charges that could have been leveraged such as (1) hole in the screen door, (2) the large amount of paint touch up required for these drywall repairs (several areas of damage throughout), (3) damaged baseboards throughout, (4) drywall repairs for all the large fasteners screwed into the walls throughout (larger than pinholes), (5) loose item cleanout of tenant debris leftover, (6) damage to the window ***** in the bedrooms, (7) grease stains on the walls throughout, (8) damage to the bottoms of doors. This tenant had pets that caused damage, odor throughout, and left the unit in a state of grime. There are a few pictures that show the state of the floors as they were left. You can see debris, pet hair, and some grease stains.

  We have a strict no pets policy, but made an exception for this tenant despite that in order to accommodate them. We also waived many of the charges hoping to help the tenant avoid high costs in their transition to another residence. Unfortunately, we were not rewarded for making these accommodations this time. The tenant did alert ** to the toilet seat issue, which as they've stated themselves, we promptly replaced. The unit was indeed cleaned beforehand as our policy dictates. We also provide the tenant a 7 day window in which to return a move in condition report in the event that repair items are missed. This was never returned. The pictures provided by the tenant that "prove" the unit wasn't cleaned are only of the the immediate area around the fridge in the kitchen, and the timing of which can't be verified since they were not sent to ** in the 7 day period that the move in condition report is due. No other pictures for other areas that weren't cleaned were provided. Again, the tenant had an opportunity to return a move in condition report that could have both documented if there were issues, and if those issues indeed existed, could have helped ** rectify the situation immediately, but the tenant failed to return that report. Yet, despite not receiving the move in condition report, we took the tenant at their word about the cleaning issues and they were accounted for in the cleaning charges.

  None of this includes the numerous disruptions the tenant caused such as leaving their U-Haul double parked at the apartments. (pic included)

  We believe the final accounting was exceptionally fair and in the favor of the tenant, and our accommodations up to this point have been very considerate.

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 19947145
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************