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:05/01/2025

  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 hired DeSantis Property Management Company in September 2024 to manage my townhouse I no longer resided in. In October 2024 I received a request to have the bathroom redone at the house. It was just a bill for $1,400.00 saying the floor needed to be replaced from *****************************. There was no reasoning on the invoice as to why the bathroom floor needed to be replaced do until they proved to me that they went to the property and that there were issues I did not approve the work. In the meantime, the tenant canceled the work order request and things stayed quiet (for the most part besides other issues I have had with DeSantis). April 2024 I had enough and ended my contract with DeSantis. I signed the paperwork, they handed me over the tenant information and I was told I would receive my $500.00 emergency fund within 30 days. May 1, 2024 I receive notice that they are giving me money back, however, I was charged $125.00 to the contractor who briefly looked at the bathroom from back in October 2024. I don't understand how they randomly charged me money in May 2024 for something that was closed out in October 2024. They still cannot provide paperwork or proof that anyone actually went to the property at all. I feel I have been scammed by them for the 8 months but this final amount has sent me over the edge and I would like my $125.00 returned to me because they are charging bogus amounts.

  

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond on behalf of DeSantis Property Management.
  
  The complainant hired our company in September 2024 to manage their townhouse. In October 2024, we received a maintenance request from the tenant expressing concern about the stability of the bathroom floor. Out of an abundance of cautionand in line with our responsibility to mitigate potential damage to the propertywe contacted D&*************************** to assess the situation and provide a professional estimate.
  
  An initial estimate was provided, but the owner declined the work, and the work order was canceled. A second estimate was later requested in April 2025 in response to a continued worsening concern from the tenant about possible leaking. Again, a contractor was asked to re-evaluate the issue and provide an updated estimate. The owner then also denied this second proposal.
  
  As a standard practice, estimate fees are waived when the work is approved and completed by the contractor. In this case, since both estimates were denied, the contractor billed a $125.00 estimate fee for the second visit. The first visits estimate fee was previously waived in full.
  
  While this charge aligns with typical contractor policies, we understand the owners frustration and, as a gesture of goodwill, contacted the contractor to request a courtesy waiver. They agreed to waive the $125.00 charge, and this has been reflected in the final accounting.
  
  We believe this refund resolves the matter. DeSantis Property Management is committed to fair, transparent service and wishes the owner all the best moving forward.
  
  Sincerely,
  *********** DeSantis, President
  DeSantis Property Management

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************

• Initial Complaint

  Date:08/14/2024

  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.

  My name is **** ******, I am 22 years old with Autism. I live with my mother, ***** ********. We just moved in on 7/20/2024 to **************************************************************************. The real estate agent, ******** *****, had promised us that our apartment would be clean and in working condition. It was not and they gaslighted us into believing it was our fault for the filthy unit. Our apartment was very dirty with a clogged kitchen sink. There was NO hot water in the unit and the refrigerator and stove were left in severly unkempt conditions. We are still unable to use the fridge because of this and had to purchase a mini fridge which is expense we weren't expecting. After several emails and calls, they sent two cleaning ladies to clean the kitchen and it took them three hours. They had to clean with our front door open and my two neighbors smelt the odor. The cleaning ladies couldn't get rid of refrigerator odor. My mom and I moved the stove out for them to clean and we couldnt get it back in place properly. Now DeSantis wants to charge us to put the stove in it's original positionbeacause it sits up on a block of wood .We would not had moved the stove if the unit was cleaned already like promised. We had to clean it because of the spider webs and old food. It isnt fair to penalize us for wanting a clean apartment. We also have no mailbox key and was told by DeSantis to get one made. We went two ****'s and both locations say only DeSantis gets mailbox keys. DeSantis also took money out of our accounts without warning. We were given a water bill after being here one week. We asked to terminate our lease, they said it's around $3,000. We feel discriminated against and being treated unfairly due to race. We deserve to have a functioning kitchen. Tenants shouldnt be without a mailbox key and have money taken out of their bank account without permission. We dont feel safe and want to move out peacefully without hefty fees. We have a day log, photos and videos as proof.

  

  Business Response

  Date: 08/18/2024

  To: Better Business Bureau
  Re: Complaint by **** ******, Address:
  ***********************************************
  15205

  
  Dear **************** appreciate the opportunity to respond to the complaint submitted by Mr. **** ****** regarding the condition of his apartment and his interactions with our property management team.
  

  First, we want to express our sincere apologies for any inconvenience Mr. ****** and his mother, Ms. ***** ********, have experienced since moving into our property. It is our priority to ensure all tenants feel comfortable and safe in their homes, and we take these concerns seriously.

  **Cleanliness and Maintenance Issues:**
  We acknowledge that the unit should have been thoroughly cleaned and inspected before the move-in date. It is unfortunate that the apartment did not meet the tenant's expected standards of cleanliness. As part of this cleaning, and as the case for any apartment or even at hotels, refrigerators and ovens are not always moveable and not routinely moved out for cleaning. This is to prevent damage to the flooring and/or the appliance itself and also risk damage to power or gas lines that are connected. Moving these appliances is not required or necessary by normal industry make-ready standards in neither apartments or hotels.

  Upon being informed of the issue, as Mr. ****** acknowledged in his letter that we promptly sent a professional cleaning crew to address their concerns. We regret any distress caused by the cleaning process. Regarding the stove, we understand that Mr. ****** and Ms. ******** attempted to move the stove to clean behind the appliance. Our maintenance team did later return to reposition the stove on 8/16/2024, and handled costs to do so, ending up resulting in damage to the flooring and trim, which is what we wanted to avoid. The tenants were not charged for this damage.

  **Mailbox Key:**
  The issue with the mailbox key was since rectified as our maintenance department provided a new key on 8/16/2024.

  **Water Bill and Unauthorized Charges:**

  We take any allegation of unauthorized charges seriously. Upon reviewing the account, there is no such water charge that we have on this account or have ever issued. In any event, even if they would have been charged, we are unable to take funds of any kind from accounts as this is all done through the secure tenant portal through ******** and any charges must be authorized by the tenant. This is per ACH requirements and is built into the software. We would like to be provided with proof of where this charge was located, as we have no record of any such charge on our end. If proof is provided of this charge we would address and rectify immediately.

  **Request for Lease Termination:**
  Mr. ****** and Ms. ******** have expressed a desire to terminate their lease due to these move-in issues they have encountered. The lease agreement outlines the terms for early termination, and if the tenant wishes to exercise this option they certainly can. However this option does involve proper notice as outlined in the lease, as the property owner, not the management company, would incur lost rent during this time and the terms and conditions for early lease termination that were agreed upon when signing the lease must be met. We certainly understand that tenants may sometimes change their mind, and that is why this early exit option exists.

  As far as these complaints, our company immediately addresses them, including additional cleaning beyond normal standards, our maintenance team taking care of the stove, and the mailbox key. We too have documentation of our prompt responses to resolve these issues quickly. The inconvenience caused at move-in which where immediately rectified do not constitute voiding a lease and the obligations that were agreed upon when the lease was signed. We are hired by the owner, secured this commitment via a signed lease agreement with terms and conditions that were agreed upon, and as the agent for the owner cannot simply void a contractual obligation that was made.

  **Conclusion:**
  We regret that Mr. ****** and Ms. ******** feel they have been treated unfairly, and we want to assure them that we do not tolerate any form of discrimination. We have been committed to addressing all of their concerns and have done so promptly. We have attached the tenant's application, signed lease agreement, as well as a history of their requests and our company actions to immediately rectify all of their requests.

  Thank you for bringing this matter to our attention. If the tenant still wishes to terminate the lease, they should contact our office. We are committed to resolving any remaining matters, and I encourage Mr. ****** to reach out to me directly if he has any further questions.

  Sincerely,

  *********** *. DeSantis, President

  DeSantis Property Management

   

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  If the fridge can't be taken apart for it to be cleaned properly, I am requesting a replacement fridge. We purchased a mini dorm fridge to temporarily contain our food. The stove was not back in it's correct place due to the cleaning service (it needed to be moved to be cleaned well). There are no damages to any of the floors. We also have their receipts, witness, and other documentation as proof. We still have not received the missing shower bar for the tub and missing shelf for the refrigerator.  All information/communications pertaining to these matters has been documented.
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 08/21/2024

  Regarding Complaint ID# ********, please find additional information we have sent to the BBB:
  
  1. Pictures of the condition of the property at move-in showing a clean and ready unit. We still responded and did additional cleaning above and beyond normal at the tenants request. I ask that the BBB review these pictures and confirm that this unit was in full ready-to-move in condition.

  2. We wanted to note this was a BUILT-IN Stove that the tenant expected would be moved which is not standard. Their pictures show after this BUILT-IN ***** was removed along the counter, which would be covered by the stove itself.  Because of the tenant's actions, the stove was damaged and we are not charging them for this damage. And now they are complaining that it is crooked. This should have never been moved.

  3. Attached is the charge they mentioned that we took from their account. As noted it is from DLC - **********************. We would have had nothing to do with that charge. It was likely for getting their utilities turned on, which is a normal part of a move-in.
  
  There was still no acknowledgement from this complaint that the charge was not from our company, that the stove was built-in, should never have been moved which caused unnecessary damage, and the place was clean, and additional cleaning completed. After the cleaning, we have text transcript from the complainant's mother ***** ******** who also lives in this unit stated: "They cleaners did an exceptional job on the kitchen".

  We also DID provide a shower rod as a courtesy and that too was not acknowledged. The refrigerator comes as is with the unit and was also in working order as confirmed by our maintenance technician. The odor was also checked and passed inspection - the refrigerator was cleaned and sanitized, and was unplugged for a period and any alleged odor will dissipate. There is nothing holding back the tenant from using it. There was no reference or maintenance request at the time of the move-in inspection. Tenants do not get to choose to get new refrigerators when the refrigerator they have is in working condition by inspection. 

  Despite all of our attempts to resolve the matters as documented, the tenant has also gone on multiple different social media outlets including ******, Yelp, and also filed with the attorney **************** which at this point, these actions are considered unfair and undue harassment to our company and are being referred to our attorney for pending legal action.  Though we have followed all standards for a move-in and have gone above and beyond, we have no doubt that this tenant will not be accepting this (or any) response and are kindly requesting that the BBB please  put closure on this complaint.

  Customer Answer

  Date: 08/22/2024

  1. Pictures of the condition of the property at move-in and the showing, were not clean and ready. We have up close videos and pictures backing this. Please note that the "additional cleaning" that was "above and beyond normal," was supposed to have been done before we moved in. This unit was listed for weeks and could've been done in that time, not to mention the additional time the apartment has been empty prior. DeSantis's videos doesn't show behind the stove, the dirty and clogged sink, inside the cabinets, the rust in the bedroom, and especially the odors. We also would like the BBB to review our pictures and videos as well as the move in checklist that we filled out.

  
  

  2. We again want to reiterate that if the apartment was cleaned, the stove would have not been moved. Please be aware that some people deep clean. We have pictures of the before the BUILT-IN stove was moved, not just after.

  
  

  3. The *** charge was a mistake on our part and we apologize.

  We stated that the cleaners did an exceptional job on the kitchen, yes, but in the same sentence that was quoted, we also said the odor never went away. To this day it's still there. It's more than just a smell, the fridge needs to be taken apart or replaced. Lease started on 7/29/2024 and called the office that day regarding this. On 8/02/2024 the tenant move in check list was completed and maintenance requests were submitted. Please not we did have trouble with the app associated with the check list (zTenant) and that's why it was not completed sooner and one of the ladies from the office assisted us with that. According to our lease, no one did our walkthrough with us, just a viewing, which they should have. We were also sent the wrong lease to sign initially, and it contained another resident's information.

  
  

  4. On 8/22/2024, *********** DeSantis contacted ****** ******, social worker from Bridge of Independence, and said if we take down our reviews and dismiss this case with BBB and close the case with the ************************** we could get out of our lease early.

  
  

  Please do not assume that we will not accept any response, especially when we are willing to work with you. We wish to solve this amicably and quickly. We want out of our lease early and our full security deposit back. We are willing to take down any the posts we put up. Thank you.

  
   
  

  

  Business Response

  Date: 09/01/2024

  Dear BBB,

  Thank you again for the opportunity to respond. A legal and binding 1 year lease agreement is currently in effect with DPM and these tenants. We have promptly responded to any and all requests brought forth including additional cleaning and maintenance items, and all of these items has passed the standards of a rent-ready property within days after move-in. We refer back to pictures of the condition of the property that we submitted. We want to re-iterate that pictures presented by tenants show areas of the kitchen behind a built-in oven that should have never been moved. Showing pictures behind the cavity of a built-in oven and where that oven would be covering the countertop, and we later even sent cleaners again, is no longer relevant at this point as they have been addressed. The refrigerator and all other matters mentioned have passed our maintenance inspection.

  Even if we assumed some cleaning was missed and not initially to the satisfaction of the tenants, this does not give legal reason to completely void a legal binding document without financial consequence of any kind. We are bound to legally enforce all lease agreements and we are agents hired to uphold these agreements by the owners of the property.  
  
  As of the last communication, we have been in conversations with ****** ******, program manager for a local non-profit, who has agreed to assist in communication and has been helpful.  ****** spoke to ***** and has agreed to a settlement with *** and these tenants which allows for an immediately early termination. Under the conditions of this agreement, the tenants are given the opportunity to exit the 1-year binding document with a significantly reduced termination fee equal only to one month rent, which will go to the owner to account for lost rent while the unit is re-leased. In addition, the tenants have agreed to remove all complaints that were posted and scattered online and as well as through any agencies. The agreement would also involve that the tenant ACCEPTS this BBB response exactly as it is and was agreed by ****** ******. I did follow-up with ****** prior to sending the agreement for signature to ask if the tenants would be in agreement and she indicated that they would. We believe this is more than amicable solution and we have tried to be as helpful as possible throughout this process.
  
  The document has been sent to the tenants and is awaiting signature.  We want to express that by signing the agreement it will terminate the original lease properly and we can put closure on this matter. All 3 tenants will need to sign this agreement, or otherwise the original lease terms will remain in effect including the early termination option as stated.

  Thank you for again the opportunity to resolve this matter, and the tenants or BBB can feel free to reach out directly with any questions.

  *********** *. DeSantis

  President

  
  

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello,
  *The apartment was not cleaned prior to moving in. When the cleaning ladies came on August 7th to clean the kitchen, it took them 3 hours. They (cleaning ladies) told us that it was their first time cleaning with a family already inside the unit. They did their best, but couldn't get the odor out.  Due to the strong odor, our front door had to stay open, and some of our neighbors witnessed it. **********************s advice was to use air fresheners and chemicals to the odor. We didnt have a mailbox key for two weeks, no hot water for one, and a clogged-up tub drain for three days. Kitchen wasnt cleaned for almost ten days. None of this was prompt.
  *The refrigerator and stove inside and out show how filthy they were. The pictures of the property that ********************** submitted has to be from a long time ago, not before we moved in. We rei-iterate again that the stove would not have been moved if the apartment was properly cleaned.
  *The cleaning ladies said they were the cleaners of the company and it was their first time here. They needed help with directions and initially went to the wrong apartment at first and have not been back since. I have our text messages as proof. The oven was filthy all over and because of the spider webs, dirt, and previous tenants old food; it had to be cleaned.
  *The refrigerator still has an odor, and we have not used it. The maintenance man said that he was going to tell the office to replace it or have it professionally checked out, and that was over two weeks ago. Still, we haven't been able to use our refrigerator. We had to throw out at least over $500 in food when we moved in and have to continuously buy ice for our cooler to have food.
  *Please note Mr. ********************** has not been in our apartment to see or smell the condition.
  *We believe that we were discriminated against because we are African Americans. We moved into an apartment that was vacant for almost 8 months, neighbors told us. The apartment wasn't clean like Mr. ********************** claimed; if it were, we would not be in this position. We as tenants were was promised a clean fully functional apartment which they breached. I have dated photos and videos of all of our concerns. ********************** took money out of my checking account without permission or notice. They gave back a small portion as credit towards Septembers rent. When I told Mr. ********************** that I wanted our lawyer to look over the document, he repeatedly sent the agreement every day through email. I have all emails of the harassment. He stopped when I put the ****** review back up. I feel like Mr. ********************** is taking what my family has endured lightly and wants us to lie to protect his image. We have told the truth and will not lie for him or his company. It goes against our faith.
  *To resolve this, we need ********************** to confirm and sign that theres no other reviews up online other than the ones hes seen. Before we vacate, we need a walkthrough with the ********************** leasing staff and ourselves present. We also feel we should be compensated for the food lost, mini fridge replacement costs, and moving costs, (since we were planning to be here for a year and not move out so soon) so we ask that 1095$ for the early exit lease to be voided. Then, we can finally have a resolution. After ********************** signs the appropriate documents, we will promptly follow suit. If we are unable to close this case amicably, we have to seek further legal council.
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 09/15/2024

  Dear BBB,
  
  Thank you for allowing us to respond to the most recent communication. At this point, we have already addressed all move-in concerns in our 3 previous responses to the BBB, and we have presented very detailed documentation to support our actions to rectify each issue.
  
  The recent letter largely reiterates issues that were already resolved. The refrigerator in question is fully functional and has passed an inspection by an independent third-party contractor. If the refrigerator is not functional, the tenant may put in a new work order and our management team will come out to inspect the unit. However there will not be a replacement unless the unit is non-functional. Furthermore, any potential loss of food would be covered by renters insurance, as stipulated in the lease agreement Sections 4.1c and 4.4c (attached).
  
  Regarding the concern about unauthorized deductions from the checking account, we have previously clarified that this charge was from **********************, not DeSantis. Attached to this letter are the AppFolio Software guidelines, showing we have no access to payment information and only tenants can authorize payments. Additionally attached is the receipt showing the payment was directly processed by Duquesne Light, not by our company. We are unclear why the tenants keep bringing up this issue, which they already apologized in their last letter this was reported in error. We have attached the Duquesne Light Receipt.
  
  We take any allegations of discrimination very seriously. Please be assured that our company maintains a strict policy against discrimination of any kind. Our role is simply to fulfill our legal obligations impartially, on behalf of the property owner.
  
  The tenants agreed to a settlement arrangement with ****** ******, which includes waiving all early termination fees except for the equivalent of one months rent to cover lost rent and expenses that would be needed to re-rent the property. The agreement was sent via ******** only after verbal confirmation that the tenants agreed, which I personally asked ****** to confirm before sending. Reminders were sent by the software to prompt the signing of this agreement. We have not engaged in any harassment; these reminders were triggered automatically from the software. 
  
  In conclusion, we understand and acknowledge the inconveniences experienced, and in recognition of this, we have offered a settlement that allows the tenants to exit the lease with minimal financial impact. If the tenants wish to pursue legal action, they are entitled to do so. Our attorney concurs that, barring a settlement agreement, the tenants are still bound by their one-year lease obligations. The tenants are under no obligation in any way, neither now nor previously, to sign a settlement of any kind and are free to remain exactly as they are under the conditions of the lease agreement they signed.
  
  Thank you for your attention to this matter. If you have any further questions or require additional information, please do not hesitate to contact us.
  
  Sincerely,

  *********** *. DeSantis, President

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  I Dear BBB,
  Thank you for allowing my family to address the mistreatment we have been facing with ********************** Realty. We have their move-in inspection report along with the text to their 3rd party contractor asking about conditions. He came once and put air fresheners in the refrigerator. Their maintenance man came twice and told us that the odor is embedded and would need to be taken apart to get the odor and dirt out.
  (Photos attached)
  The cleaning ladies, neighbors, and maintenance man acknowledged the ongoing refrigerator odor and the condition that we had moved into. As far as an insurance claim due to the refrigerator, we will not lie to get a claim. The *** was an error on our end because the fee that ********************** took out of our account came out back to back. **********************, however, did take money out without notice, and it's on record that I called *************** concerning that. 
  They did credit some of the money back into our account and that was credited towards September rent. I had the automatic payment disabled and my debit card replaced.  Not having an odor-free refrigerator, an uneven stove, a dirty apartment at move-in, no mail-box key for 2 weeks, a clogged tub for three days, and hot water for a week and being told to be grateful because we are living in an "upgrade" is racist.
  ****** has never spoken or seen ****** ****** and is a service coordinator for **** ******. We don't know why Mr. ********************** said that. Our legally bound lease also stated that our apartment would be clean with working appliances. If the apartment was clean and our refrigerator was fine, we wouldn't be discussing it with the BBB and *************************.
  We'll stay out the length of the lease before lying. We have a dorm refrigerator and cooler. Mr. ********************** is very welcome to visit and smell the refrigerator.  I also had to send the move-in paperwork and photos to the ************************* because the ones he sent didn't show the truth. Because of that, we believe that he will take our deposit
  Mr. **********************' early termination contract protects himself and his company. We want protection for our security deposit with a move-out inspection walkthrough and *********************************************************************************************************************** peace.
  Sincerely,
  **** ******

  

  Business Response

  Date: 09/24/2024

  Dear BBB (Response #5):

  We are more than willing to arrange another inspection of the refrigerator. The tenants may feel free to contact our office or reach out to me directly to coordinate a suitable time for this inspection. If we confirm the reported odor or find the refrigerator to be unusable, we will promptly order additional cleaning or arrange for a replacement.
  
  Regarding the questioned charges, we initially believed the inquiry was about the Duquesne Light Charge, since this was the receipt posted online. However, the question may perhaps pertain to other fees on the statement. To provide clarity, we have attached a full tenant ledger detailing all charges applied to the account, which is also accessible through the online tenant portal. This ledger includes application fees, a non-sufficient funds (NSF) transaction from a returned payment, and prorated rent for July, reflecting the move-in date prior to August 1.
  
  We want to emphasize that, in accordance with AppFolios security protocols, we cannot initiate any funds transfer from personal checking accounts or credit cards. All payments must be authorized by the tenant, either through setting up automatic payments or making one-time payments manually. Attached is a screenshot of our login, demonstrating that processing payments on behalf of tenants is not permitted on our end.
  
  While we strive for open communication, we have noted ongoing references to mistreatment and discrimination. Please rest assured that we maintain a zero-tolerance policy for discrimination and do not seek to intentionally mistreat our tenants or clients. We hope future communications will focus on constructive resolution. This marks our 5th response to the BBB alone, as we have responded to each and every complaint to every different agency and every online forum posted, and we remain committed to resolving these matters swiftly and professionally. 
  
  Should you have any further questions or require assistance, please dont hesitate to call our office or reach out directly at **************************************************** to discuss the refrigerator inspection, maintenance issues, or any questions related to the account statement.
  
  Thank you for your attention to this matter. We look forward to resolving these issues together.

  Sincerely,

  *********** *. DeSantis

  
  

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:
  
  IWe have told ********************** numerous times that the refrigerator has a horrible odor that is embedded within the unit. It was professionally cleaned and still smells like dumpste, and we haven't been able to use it. Because of the horrible odor, we have to use a cooler and dorm refrigerator. It took the cleaning ladies three hours to clean a very small kitchen due to the smell and filth. ********************** told us that nothing was wrong with the refrigerator and to deal with it because it was an upgrade for us. Regarding the questioned charges, it was the fee of $253.49 (see attached) that was taken out without consent. We went in person to address it, and their receptionist apologized and credited us a portion back towards our rent. We also contacted the bank and had our debit card replaced and were told not to keep our payment on file as an automatic payment. The *** charge was due to the funds coming out of the wrong account, and it was our error. Mistakes happen, like when they sent us someone's lease (see attached). As far as the "5th response" to the BBB alone, we still have a refrigerator that smells and a lopsided stove. Mr. ********************** has been invited to see and smell for himself. We were told that the refrigerator was fine through their third-party source, their maintenance man. If these issues were addressed before moving in, we wouldn't be corresponding through other agencies to live in a clean, functioning apartment. 
  
  

  *The move-in report is also attached and photo of door wide opened for the cleaning ladies in order to clean. Thanks for your help during this stressful time. 

  
  

  Sincerely,

  
  

  Zyan Willis 

  
  
  

  View this report at 

  
  

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

• Initial Complaint

  Date:12/05/2022

  Type:Billing 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.

  The landlord took the rent a month early without permission and left my bank account at-900 and I was told by the bank to make a complaint. And we got overdraft fees and never got the money back we were forced to pay 1350 a month early then they are saying we owe them 50 dollars for a day late payment in November!? This is robbery. They just take money from us whenever they want out of our bank account and cause us to overdraft.

  

  Business Response

  Date: 12/09/2022

  Better Business Bureau
  500 E Main Street, Suite 100
  Carnegie, PA 15106
  *** ********
  
  
  **** ********* *****
  
  This letter is in response to ID ******** dated 12/5/2022.
  
  DeSantis Property Management appreciates the opportunity to respond. 
  
  This complaint indicates that we “took rent a month early without my permission”. We want to address this by saying that it is NOT POSSIBLE for us to take a payment from a consumer’s checking account. All payments, weather automatic or manual, are set up by our renters. This is done online in a software system called AppFolio, which is the #1 Property Management software for residential properties. This software strictly abides by regulations related to online electronic payments, which is all done directly between the software and the tenant.
  
  Tenants have their own personal online portal, where they are able to securely set up payments. They can adjust these payments, the date of these payments, the account in which they are being taken, etc 24 hours a day. 
  
  Our leases state that rent is due on the 1st of each month. On October 1, 2022 no rent was received. On October 6, a $50 late fee was issued automatically by our system, which the tenant subsequently paid their rent after they got a letter from us. While rent was paid, their late fee was not. Therefore, that $50 late fee was carried forward through the entire month of October into November.
  
  In the month of November, the tenant’s ledger is showing they made 2 rent payments – one on November 3, and another on November 6. They had expressed that making 2 payments was not desired on their part, however we are unable to stop these payments that were scheduled by the tenant from our side. Therefore the 2nd payment was applied toward December’s rent.  Though, again, we want to reiterate that we have no control of when funds are taken from bank accounts, how much is taken, from which account, etc. All of this is done securely on the payment portal and is directly between the tenant and the online software. 
  
  As a one-time courtesy, we have waived the $50 late fee for the month of October 2022 and this tenant currently has a $0 balance.
  
  Thank you again for the opportunity to respond, and please let us know if we can help in any way.
  
  
  
  Sincerely,
  
  
  
  
  Christopher P. D*******
  President

  Customer Answer

  Date: 12/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Although I’m accepting this and closing it, they’re lying. The lady in his office is a terrorist who is literally stealing my husbands money out of his bank account and sending him late fees and laughing about it. It’s all revenge. They’re being cruel. Next time it happens don’t say I didn’t say anything
  
  Regards,
  ******* **********

• Initial Complaint

  Date:10/25/2022

  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.

  We moved into a DeSantis rental in June. The first issue we had was a lease with terms inconsistent with what we were told re: the pet policy. After rectifying this and giving our first month's rent and security deposit, we were informed that the key to our door was left under the door mat of the home. Outside, no lock box, nothing. After moving fully into the home, a long process, we finally stayed our first night. The first morning, we showered and halfway through my shower my partner informed me that the kitchen ceiling was pouring water. We filed a report immediately, and later that day the ceiling in the kitchen collapsed. Multiple parties (including plumbers and contractors) inspected the issue and all agreed that the entire shower was installed incorrectly and needed to be fully replaced to prevent further issues. Because of the state of the place, we were unable to use our shower OR our kitchen and we were also unable to actually unpack. After OVER TWO MONTHS passed with the owner only approving a "shower floor repair" by one contracting company, which repeatedly failed to work, DeSantis refunded those two months of our rent and invited us to leave while assuring us that either way, the shower would be replaced. Unable to find a new rental, we were forced to stay, and DeSantis informed us that full replacement would occur after another month. We waited the month, new repairs began, and about three weeks later we had use of our shower and kitchen again. So all-in-all, it took FOUR MONTHS to fix the issue, during which we could not shower or cook in our own home, my work was compromised every day by the repairs, we had to wash ourselves in the bathroom sink, and takeout was our only food option because cooking in a collapsing kitchen isn't sanitary or even safe. This issue very literally cost us money and lessened our quality of life for four months. And the company is clearly uninterested in staying in touch with us when we reach out. They are ignoring us.

  

  Business Response

  Date: 11/02/2022

  De Santis Property Management appreciates the opportunity to respond to this letter. 
  The tenant began this letter by addressing two items that occurred at move-in. We sent a standard pet addendum form, which we currently send to all tenants with pets. He requested additional clarity and specificity to be written on one item, and we made the adjustment as he requested. 
  Secondly, the tenant mentioned an issue regarding communication on where keys were left upon taking residence, which would have occurred with our leasing agent. 

  While we strive for all our move-ins to be as close to perfect as possible, we handle many move-ins at once and it appears the agent may have not have initially given the correct info, though as the tenant states this was rectified. 
  DeSantis Property Management was hired to manage this property for the owner, who was previously living in the property. Therefore, these are the first tenants we have managed in this unit. We were not made aware of any issues with the shower being a problem. 
  When the issue occurred with the shower leaking, we sent multiple contractors. Some were unable to do the work, some did not have schedule availability, and others could not complete the work as it was beyond their scope. It was the owner who decided (Not DPM), after 
  speaking with the contractor, to proceed with the floor repair first, and do more if necessary. If they were not confident this could have fixed the issue, they would not have proceeded with the floor repair. However, that was the decision of the owner which was not in DPM's control. 
  Unfortunately, after the repair the shower leaked again, and necessitated a complete replacement. In addition, the contractor who did the work disappeared and was not able to be contacted. DPM hired another contractor who proceeded with the full repair. 
  It is notable to mention that there was an additional shower in the basement that could be utilized the entire time, though the tenant stated he was unable to use this shower. The tenant also stated that he could not use the kitchen at all. We are unclear how the kitchen could entirely not be used due to the hole in the ceiling, while the above shower was not being used and therefore water was not leaking downward. In any event, we understood the inconvenience and considering the shower and kitchen issues, gave the tenants payment equal to 2 months of rent. Under the circumstances per the lease, there was nothing requiring the landlord to give this concession - though we felt this was more than a reasonable arrangement for inconveniences that were experienced. 
  

  
  

  As we gave this payment to the tenants, we sent them an email on August 12 which stated the following: 
  Due to this circumstance, and for the inconvenience, we are able to issue you a payment equivalent to 2 months of rent at this time ($2,790). This can be issued in any way of your choosing such as a paper check. Just let us know. In addition to this, if you choose to exit out of your lease, we can terminate your lease agreement and return all of your deposits provided the place was left in the condition received and move-out checklists on the lease are followed. 
  If you decide to stay, know that we will work as quickly as possible to get another contractor on this job, however we can make no guarantees on an exact timeline, not knowing who is being hired, their schedule, and their ability to get materials. We have some alternate contractors that were in the process of being contacted and will know more hopefully in the next few days. 
  If you decide to leave, let us know as soon as you can and we can suspend further work at this time so that you are not disrupted in move-out. 
  We had certainly hoped to have had this resolved by now...please know that we realize this is far from the position we wanted to be at this point, I hope at least having these options will help. 
  The tenant responded that he would accept the payment in the form of a check, which we immediately sent. As noted, the work was scheduled and subsequently completed. 
  Three items that are important to note: 
  1. We offered the tenants the ability to leave the property and have all deposits returned, 
  so to say they were "forced to stay" was not in any way caused by DPM. 2. We made no promises of when the work would be complete - though in hindsight and 
  after that note above on August 12, the final repair was scheduled as quickly as possible, did occur in a timely manner. The tenants were fully aware the final repair had to take place, and we made no promise of additional compensation if he chose to stay. 
  3. The owner, who was already out thousands of dollars in this unfortunate situation, felt 
  the rent concession that was already made was beyond reasonable. 
  We want to again express our appreciation for the tenants who have been very understanding of the issues that have occurred and for their professionalism. This is not a situation we would wish upon any tenant to occur. However, we at DPM have navigated the situation to the best of our ability. Certainly, there were many setbacks, and not everything was done perfectly. At the same time, the entire situation, along with many of the challenges that occurred along the way, were beyond the control of the owner and DPM. Through this, the tenants were offered to 
  leave and have all deposits completely returned at any time, and instead they chose to stay. 
  It's also notable to mention that our lease requires tenants to carry renter's insurance, which will very likely cover any additional potential losses that they may have incurred that were beyond $2,790 which was paid to them. They should consider contacting their insurance carrier to file a claim if they feel their losses exceed the amount issued. 
  

  We thank you again for the opportunity to respond. If there are any questions or we can be of assistance in any way, please don't hesitate to contact us. 
  Sincerely, 
  PA 
  Christopher ** D******* President 
  

  
  

  Customer Answer

  Date: 11/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  It’s extremely important to me that I’m clear about my concerns and the continued issue we have with
  DeSantis: very few (if any) of our problems are simple miscommunications and all together they speak to
  a pattern of negligence that is at best malicious and at worst criminal. Let’s start at the top again.
  The issue with the pet addendum to our lease included language very clearly and unambiguously
  specifying that our pet – who is supposedly ALLOWED here – would be unable to use the yards to relieve
  himself. The company claims that this language “could be” interpreted that way, but that it was only
  intended to refer to the yard of the neighboring units; we began our time with DeSantis being gaslit
  about language in our lease, and also about our willingness/ability to respond when contacted despite
  that the methods of contact the company uses are intentionally one-way (see below). They did relent
  and change the language for us, but they still clearly feel that the language is reflective of their intent,
  otherwise they would not have included in their response here that they still currently use the same pet
  addendum for everyone else.

  Next up, the company’s response seems to misunderstand the second issue we had, which was that the
  key to our new home was left unattended overnight under the front door mat. It strikes me as a really
  difficult thing to misunderstand, but Chris seems to indicate here that he believes that we had a
  “communication” issue regarding “where the key was left”. No such issue occurred, but a more serious
  one did. For clarity, when we informed the company that our deposits were paid and our lease was
  signed, they went to the property and left the key to our front door under the doormat of the building.
  They did not leave it in a lockbox to which we were given a code, they did not meet us in person, they
  did not mail it to us. They took the key and left it outside. Our problem with this isn’t that we were
  confused or that anyone misunderstood anything. Our problem is that it’s a major personal

  safety/security issue to leave the key to someone’s home unattended next to the door of that home.
  

  Anyone could have gone in at any time to, for example, break something or steal something – and it
  would have been blamed on us since “DeSantis inspected it and it wasn’t like that before”. Worse,
  someone could have easily taken that key and made a copy so that during our move-in process (while
  we were leaving our belongings unattended in the new home) it would have been easy to walk in and
  take things with no effort. Beyond the simple matter of potential theft or property destruction though is
  the possibility of violence. We live in a dangerous world where people do pretty bad things and it’s often
  impossible to predict or understand them. Why would a professional property management company
  leave easy access to someone’s home unattended when this possibility exists? It’s due to laziness and no
  other reason at all – and it IS specifically laziness, because the DeSantis PMC Offices are located ten
  minutes AT MOST from the property in question:

   

  It would not have been unreasonable to expect a normal company to just send an agent to meet us day-
  of, or even to require us to pick up the keys at their close-by office... which IS actually how THEY expect
  
  the keys to be returned to them at the end of the lease:

   

   

   

  
  Regards,
  ***** ******

  

  Business Response

  Date: 11/15/2022

  
  
  200 Commerce Drive, Suite 202
  Moon Township, PA 15108
  
  November 14, 2022
  
  
  Better Business Bureau
  500 E Main Street, Suite 100
  Carnegie, PA 15106
  
  *** ********
  
  **** ********* *****
  
  This letter is in response to ID ******** received 11/11/2022.
  
  We are writing this letter in response to the BBB letter dated 11/11/2022. We again appreciate the opportunity to respond.
  
  In this 2nd letter, after we responded to each of the items, stating that we will not be issuing any additional compensation beyond what was already issued, the tenant brought up many more unrelated issues regarding his expressed dissatisfaction with our company, our policies, our lease provisions, the way we in which communicated, and many general items over their entire tenancy. For these issues, we regret that we were unable to meet their expectations.
  
  In this 2nd response, we stand by the original response submitted and will re-address our response to the primary complaint at hand which is as follows:
  
  We at DPM have navigated a difficult situation to the best of our ability. Certainly there were many setbacks, and we regret that not everything was done perfectly on our part. At the same time, the entire situation along with many of the challenges that occurred along the way were beyond the control of both the property owner and DPM.
  
  The tenants were given $2,790, which is equivalent to 2 (TWO) FREE months of rent as compensation.  
  
  On August 12, with the tenant being given all of the facts and expectations around further repairs needed to the best of our ability and with the information we had, we again offered the tenants the option to leave the property with all deposits being returned at multiple times.  The tenant would have no further obligation to DPM and did not need to choose another property that we manage. The tenant instead, fully knowing the situation at hand, and also knowing the management company they were working with, decided to stay in the property.
  
  Our company made no promises of exactly when the additional work would be complete and set the expectations that a precise timeline would not be possible. The tenant was fully aware the final repair had to take place, that the repair would involve more time, and there was no mention of additional compensation if he chose to stay.
  
  This tenant is demanding 100% free rent for all 4 full months, despite that they were otherwise living in the property for those 4 months. It seems there is no other resolution this tenant is allowing, and no explanation that will be accepted.  However, we cannot under the circumstances, issue additional credit. As referenced above and in our previous letter, the compensation given to these tenants was $2,790, equivalent to 2 free months of rent. If the tenant believes their financial losses exceeded this amount they were issued, they should contact their renters insurance carrier.  Many renters policies do contain provisions to cover “loss of use”. 
  
  At this point, with the level of dissatisfaction that the tenant is reporting with the property and especially with our company, we are unclear why this tenant chose to stay in the property, and more importantly why they chose to continue to stay as residents under our management.  We hereby formally extend our offer to the tenants the ability to exit their lease immediately with no further financial obligations after the day they leave, and also receive back their deposits as they would under the lease provisions otherwise.  
  
  If you have any questions, please don’t hesitate to contact us.
  
  
  Sincerely,
  
  
  
  Christopher D******** President
  
  

  Customer Answer

  Date: 12/02/2022

  The gist of the response is that the company's solution is obviously not acceptable because they would not have legally been allowed to rent the property to anyone in the condition it was in for the four months we we had no sanctuary cooking conditions. PA state law is clear about renting properties in a condition in which renters have full use of the property, which in the case of a residential property includes sanitary restroom and food preparation facilities. Because the shower they claimed we could use was actually unsafe and filled with mildew, and because the kitchen ceiling had dirt, debris, and insects falling from it for that entire period of time, the property would have been ineligible to generate them any money during that period. Since it would be impossible for them to rent in that condition, it SHOULD be impossible for them to force us to pay for it in that condition. The myriad of other issues I presented were meant to illustrate, though, that the company does not operate according to moral or even legal requirements, they are simply exercising control over us to extort us under a contract we signed under pretenses they presented falsely (eg, that the property was inspected and was completely habitable, which we immediately discovered to not be the case).

• Initial Complaint

  Date:06/28/2022

  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.

  I was approved for an apartment on 6/10 and setup a tenant portal to to pay deposits and rent. We ended up paying the deposit and first months rent on 6/11 and after that it was a ghost town with Leah, the person supposed to help me out with the property, I messaged her two separate days about how to set utilities up and when we can move in and no response. So I called the office and ended up talking to Marcella and Stephanie, the secretary, the rest of the time which was a mistake because they have no clue what’s truly going on with a property and gave false information. After finally getting a hold of someone about the process to move in they said we need to setup our utilities. I called them all to set them up and when I called Columbia gas to set up that they told me there hasn’t been gas in this unit ever, which I thought was odd. I called desantis, Marcella speaking, and she told me that there should be gas. I called again to the gas company and was told no gas once again. Then Marcella proceeds to let me know it’s heated by electric which is fine and she also stated that we could have gas lines installed if we would like, another lie. Fast forward to our moving day, 6/19, I called them in the morning and they said everything’s good and we are good to start heading over. I was told the keys will be in the kitchen for me when I get there and that everything is good to go. Keep in mind we love 5 hours away and have a uhaul packed with our stuff. An hour to two hours before I received a wonderful call from Cory, the lead manager, telling us that THE APARTMENT DOESN'T HAVE A DECK, WHICH IS NEEDED TO GET IN, AND WE WILL NOT BE ABLE TO MOVE IN TILL TUESDAY 6/23. Also Cory said it would be finished by Tuesday if not sooner. Also in this same call, they tell us for the first time that is heated by a WOOD PELLET STOVE. Two massive lies they didn’t disclose to us. The rest of the story is attached in the document please read it. Also pictures of when we moved in.

  

  Business Response

  Date: 07/12/2022

  This letter is in response to ID ********* dated 6/28/2022. 

  
  The statement was given from an applicant who saw one of our advertisements, applied for a property, and put down a deposit for the property. 
  At DeSantis Property Management, we seek to offer the highest quality customer service and experience and appreciate the opportunity to respond. 
  We wanted to begin by stating that we have fully returned this applicant's deposits and have terminated the lease agreement. 
  This tenant desired a very quick turnaround - applying for the property and requesting to move in just a few days later. The complaint first mentions that our staff was unresponsive for a day or so and he contacted one of our assistants. As our property managers are at properties not in the office at all hours, it is not unusual for calls to not be immediately returned. We do have staff that answers our phones during all business hours. 

  
  The letter also mentions some confusion prior to scheduled move-in with utilities. While we do give names of companies that provide local utilities, it is up to the tenant to make and finalize those arrangements with the utility companies, as stated in the lease and as they would when taking occupancy of any property. 
  We recently took over this property and a week prior to this applicant coming to us, and through the normal process of obtaining a new rental occupancy permit, The Beaver Falls Code Inspector notified us that the stairs and deck leading into the unit needed to be replaced. We arranged for this to occur promptly, the contractor required a couple of extra days to complete the work. This situation of the deck not being finished was unfortunately not in our control. This typically would not be an issue, pushing back a move-in day when things are not ready, especially since the move-in was scheduled last-minute as it was. 

  
  On Tuesday of the new move-in, though the deck was ready, the tenant expressed he was unhappy with the condition of the unit. We typically would offer to make things right - clean where we needed to clean (and we even ordered an additional unit cleaning), and have whatever needed done. Because it seemed he would not be satisfied with anything that we would do at that point, we offered a for him to terminate the agreement and receive a full refund of all fees paid. The tenanats accepted this arrangement, and signed the termination agreement, which is attached. We subsequently sent payment for all money collected. 

  
  While all of our advertisements contain information that is deemed reliable, it is not guaranteed. We have these words written in our disclaimers on our website and in rental applications. If any info in our ad differed in any way, such as the unit's heating method, it was not intentional. We have corrected info for this particular property and always strive for complete accuracy in our ads. 
  Providing quality service and a positive experience is of utmost importance to us. We thank you again for the opportunity to respond. If there are any questions or we can be of assistance in any way, please don't hesitate to contact us. 
  

  Sincerely, 
  Christopher ** ** ****** President 

  Customer Answer

  Date: 07/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I will address each point of misinformation that the writer of this response has given as there are stretches to the truth. We were told they have had this property for 5 months which was should be plenty of time to fully know all details of a property especially major ones. I applied for the place over a week prior to the move in date where I was told about the deck and that it would be replaced by the time of move in and have messages that will be attached saying so. I called every single utility company as satiated I was supposed to and setup the other utilities fine however after being told to setup the gas I called and then was told there is no gas. Called DeSantis and said that they guess there isn’t gas but it’s heated by electric and we can have gas installed if we so please. It wasn’t till Friday the ,day of move in, we were an hour away from move in and 4 hours into a drive with all our stuff that we were told that the apartment will not be ready because the deck isn’t built and that it’s also heated by a pellet stove. Advertised or not we were told by employees of desantis after signing the lease that it was heated by electric and most definitely not by a pellet stove. We have all our stuff and are 5 hours from our home that is sold and we have no where else to go and they refused to help us with a place to stay until Tuesday.

  As for communication, I was talking to Leah about the application and as soon as we gave our deposit it was  a ghost town from her and we were talking to the receptionists the rest of the time who are where most of the misinformation came from.

  The deck was still not fully finished on Tuesday as well as the apartment was most definitely not professionally cleaned. I was told that day again that it’s been cleaned by an employee of DeSantis and also have messages of that. I also have pictures of the unfinished deck on move in date.

  While the information on the website may be unreliable the information we are being told by the property manager should be absolute especially after we give you guys money and sign a lease. While we did receive the deposit back the burden this has caused for me and my family is tremendous and I would not like this to happen to another unsuspecting customer.
  
  [ To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******* ******