Complaints

This profile includes complaints for Integrity Property Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Integrity Property Management LLC

  PO Box 199 Rogue River, OR 97537-0199

  
• 

  Integrity Property Management LLC

  PO Box 199 Rogue River, OR 97537-0199

  

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:10/03/2023

  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.

  On August 25th I viewed a property managed by Integrity and shook a representive's hand who told me I would not be charged for an incomplete application. Myself, my son, and my girlfriend filled out applications and the next morning, August 26th, was informed (at the same time as payment was taken) that the property we had applied to was unavailable.I responded that we were only interested in that property and to cancel the application. Integrity agreed via email to do as such. At the time, I was unaware they had charged the fees regardless of the unavailability of the property.Upon discovering we had paid for backround checks that had never been conducted, I disputed the charge with ******** and was eventually denied, citing Integrity's no refund policy. I strongly believe that we should have never been charged a fee at all, since we were not the first applicant in line. Being first in line is part of the application being complete.Really, the problem here is with their specific policy of taking application fees from all available applicants regardless of their place in line. Holding the application for 60 days for approved applicants still does not address that customers are not paying for a rental finding service, they are applying to a specific property. Essentially, they are taking fees from customers knowing full well that many of them will get no value for the money they pay.Additionally, I would suggest that they have clearly been incentivized somehow to increase the volume of backround checks they order, no doubt to some benefit to both them and the company doing the backround checks. From the customer's standpoint, it just looks like a scam, plain and simple.

  Business Response

  Date: 10/06/2023

  Our stated policy for processing applications is to process all applications as they are completed and the first approved applicant to make a $500 deposit is awarded the unit. We are able to hold approved applications of those who were not awarded the unit for up to 60 days to any of other properties within their income qualification. The reason for this policy and why we don't hold applications in line in order as received is that it delays getting the unit rented. Applications can take up to 3 business days to process and applicants 2 or 3 in line may have to wait over a week before their application begins the screening process under that policy. Because we have a fiduciary duty to our clients (the property owners) we must act in their best interest. We understand that our policy might not be to some applicants' liking, but that his why we set forth our policy up front and all applicants sign that they agree to this process. It is defamatory to suggest this policy is a scam when it for the best interest of our clients, especially when applicants agree to it prior to filling out the application.

  Our records indicate that all three applicants in ************** party signed this agreement and completed their application on 5:52pm of July 24. At 7:52am of July 25, they were notified by email that their application was complete and the we ordered the credit and background check with our screening company at 7:53am. At 5:13PM on July 25 a previously approved applicant made his deposit for the unit Mr. *** had applied to rent. At 5:31PM of July 25, Mr. *** and his co-applicants were notified by email that the property they applied for was no longer available, but that we would continue screening their application for other properties. Mr. *** replied at 5:47PM saying that continued screening of his application was not necessary because he wasn't interested in other properties. At 8:49am of July 26th, we asked if Mr. *** was sure he wanted to terminate the screening of his application as other properties could become available in the next 60 days. At 3:48PM he confirmed that he would like us to terminate his application and would re-apply if another property became available that he was interested. Based upon ************** request, we sent an email to our screening company at 3:51pm to terminate ************** screening. By that time, the screening company had already completed the credit and criminal background check on all three applicants in ************ party, but they had not yet preformed employment or landlord verification.

  The first time we learned that Mr. *** was dissatisfied was about a month later when he left a 1 star ****** review for our company stating that we didn't refund his application fee as we promised. At that moment we didn't even know Mr. *** was expecting a refund because he never asked for one in our email exchange. Upon seeing the 1 star review, the owner of the company attempted to call Mr. *** to explain the misunderstanding and intended on refunding him the application fee as a matter of good faith. He did not get a hold of Mr. *** and left a voicemail requesting a callback. Mr. *** never returned his phone call and edited his ****** Review to state that he won't deal with us over the phone because we are a dishonest company and that we spin our dishonest practices as miscommunication.

  Although they are not *********** it, we are still willing to refund ************* party their application fees as a matter of good faith, once we are able to verify that the credit card company is not reversing the charge, continent upon the applicants removing all negative reviews and signing an agreement to not further negatively review our company or cause anyone else to do so. We believe it is unfair for him to publicly impugn bad motives on our company when we're tasked with the duty of fighting for our clients best interests which may entail an application policy that not every applicant may like. It seems Mr. *** didn't read or understand the application process and then publicly insinuates that we are running a scam because we don't operate with the policy he think we ought to, rather than the one he agreed to when filling out the application.
  

• Initial Complaint

  Date:08/09/2022

  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 applied for a rental which I had to do in order to make an appointment to view the property and after looking at it, it was not what I was looking for. I emailed them back and told them this and they informed me I would not be able to get my application fee back of $50 for myself and $50 for my daughter who would also be living there because they did credit report. I want my application fees refunded.

  Business Response

  Date: 08/12/2022

  Our records indicate that ********************************* completed an application on Aug 3 at 5:25AM upon which she signed an acknowledgement that a $50 fee would charged upon completion of the application. On Aug 3 at 8:37am we reached out to ******** and asked for clarification on her application. On Aug 4 at 10:17am she was asked if she wanted us to run her credit and background, not knowing what the results of the credit report would be, at 4:34PM she responded by email saying "Yes please."

  We cannot refund application fees once we run the credit because the $50 covers our costs of running the credit and background with our screening vendor. We do not profit or make any income on applications. Since that cost was chaged to us on the applicant's desire to move forward, we cannot burden the cost because the applicant changed her mind.

  We do not have, and have never had the policy that we must have an application in order to view a property. We show property without submitted applications all the time. That policy is no where stated an our website or any of our advertisements. A search of our phone records shows that our only call from the applicant's phone number was on Aug 5 at 9:01AM, two days after submitting her application. So was not advised by anyone with our company that she must submit an application first. Maybe she has confused us with another company she's working with or accidently called another company in another state with the same name as us. She scheduled her viewing appointment online on Aug 2, rescheduled via phone on Aug 5 and viewed the property on Aug 6th at 12:15pm.
  

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17691758
  
  I am rejecting this response because:

  I originally requested to view the property and when they sent the questionnaire they said they had to run my credit. Never once did he ask if I wanted to view the property before this was done. He left me no option but to say yes in order to view the property.  They then sent an email stating they ran my credit so they could not refund my application fee after I told them it was not what I was looking for. Then about ************************************************************* for other reasons. ***** was after I filed the complaint and after I had already told them I did not want it. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/05/2022

  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.

  **** at Integrity has stolen my deposit. I advised him several times I would move out by the end of April. He stole my deposit and claimed to have possession by June 2. Then he sent the remaining amount to an out-of-state address he knew I no longer resided in.

  Business Response

  Date: 06/06/2022

  Some of the facts in ******************** complaint is not accurate. I appreciate the opportunity to clarify any miscommunication toward a better understanding of the situation.

  **************** gave notice on April 18th, stating "I can have the keys to you by May 1st." While she was contractually obligated by her rental agreement through May 17th, we agreed to release her of her obligations with at least 14 days notice (rather than the usual 30 day notice per ORS 90) because we were unable to renew her lease past its expiration. **************** was given instructions to lock the keys inside and contact us when she has surrendered possession of the property. **************** failed to give us notice that she had surrendered possession. We therefore took possession on May 2, the day after her termination.

  Management processed her security deposit and mailed an accounting of the damages on May 27. Because **************** did not provide a forwarding address, the accounting was mailed to her last known address, which was the property she rented (not an out of state address).

  As a company we strive toward strong customer service. We have a fiduciary duty toward the property owners we represent which sometimes means charging tenants for damaged caused to the property. This maybe one of those instances where our fiduciary duty puts us at odds with the tenants we strive to serve.