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:12/06/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Ever since this company took over we have had at least 3 or 4 new property managers. The two females prior to the current PM had no clue what they were doing and there was always an in with their rent app. They never returned phone calls, anytime I put in a maintenance request it took forever for them to get back to you if they even did at all. The new maintenance man *** does everything he can to help all the residents but he is one man. I've asked for closet doors, window screens in 2 bedrooms, leaking water heater, and rent issues on their app. I'd pay my rent online and then get multiple fees for rent that was paid 3-4 months ago, but the app shows I still owe them money when it's been paid for months. I've asked it to be removed several times so that I'm able to pay my rent online and it showing a $0 balance. On top of that, I added extra rent money to my last 3-4 certified bank checks that's not even showing what I actually paid at all. I'm overpaying and regardless of how many times I've asked this to be addressed to show corrected rent amounts, it's never taken care of. So now I have to go out of my way to go to my bank for rent checks when all they need to do is fix and update my online rent payment account. ***, the maintenance man is awesome. I wish that the property management at the office would be more caring towards simple things that residents ask for. If my rent is paid and I'm asking, then why isn't it ever taken care of? It's ridiculous and aggravating. The company obviously just cares about money. **, the current property manager tries to stay up on certain things, but he has no real help himself. It's all about money with this property managment in general.

• Initial Complaint

  Date:10/28/2024

  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.

  I sign a month-to-month lease agreement for 3 months for a 1 bedroom apartment located at **************************** with Brick and Mortar Property Management from 6/21/2024 to 09/30/2024. I gave deposit $850 and $850 for first month total $1700. The rent was supposed to be $750.00 they charged me $850 since the lease is month to month. I completed the 3-month lease. On September 28 I received an email from **** ********* the person I did the month-to-month lease. On 10/1/2024 I made a payment for $850 and on 10/7/2024 I sent her a text to let her know I was moving out and she replied I should of given her a 30-day notice before I moved out after she sent me an email to move out. She wants to keep my $1700

  Business Response

  Date: 11/08/2024

  This Tenant signed a month-to-month lease. Per the terms of Addendum A of her signed lease she needed to provide a written 30-Day Notice before vacating or be charged a month of rent. Had she have done so; the Property Manager
  would have provided her with a move out checklist reminding her that it is also a requirement of her lease to have the carpets professionally cleaner upon move out and provide a receipt for the cleaning. The tenant also failed to provide a
  forwarding address for the check or transmittal to be sent to. It was not until receiving the complaint that we had a proper address for her. The charges Assessed to her were a result of her not complying with the lease. I have attached her
  disposition letter, ledger and a copy of Addendum A for reference. A check in the amount of $700 has been issued to and mailed to the address provided on the BBB complaint.

  Customer Answer

  Date: 11/08/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 properties owned by Brick and Mortar should be condemned! Most of the properties in **************, **** are infested with rats/roaches/mice -maintenance workers are unprofessional and do not complete orders in a timely manner.- There have been technicians on duty that have refused to service my unit when it pertains to removing rodents.-There have been ladders, paint and other hazardous materials left in the hallways.-Property management does not return phone calls to tenants.-Theses conditions are increasingly becoming worse! -I have a maintenance request that has been on file since the company took over the property.

• Initial Complaint

  Date:09/05/2024

  Type:Customer Service 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 rented at the ******* in **************. I did not renew my lease, which expired on June 30, 2024. I gave over 60 days written notice (more than was required) to the manager, regional manager, and also by certified mail to your ************ I surrendered the keys on June 26 and had a final walkthrough by a maintenance tech as the manager could not make the appointment at the last minute. My account was never closed and I have contacted 5 staff at B&M to get it closed and get my security deposit returned. The few replies I got promised action but none was taken. I kept receiving notifications to open B&Ms new app, which was put in place after my lease expired. B&M still thought I was living there and I received dozens of notices to set up the app and make rent payments. In August, your new manager did get back to me, closed the account, and sent a disposition letter to have the full deposit sent to me as he did a walkthrough and found the unit in good condition. This was SIX WEEKS after I surrendered the keys. B&M has been in violation of Ohio law since June 27th, when I should have received my deposit. Two certified letters have been sent to B&M which have been met with no response. I have documentation of the dozens of emails, letters, texts, phone calls, which number in the dozens I sent to multiple B&M staff to try and resolve this. My balance due was $0, I was a good tenant, and always paid my rent early. I want this settled to avoid a lawsuit and am hoping SOMEONE from B&M handles this finally and returns the full amount you stated I am owed in the attached disposition letter.

• Initial Complaint

  Date:09/13/2023

  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.

  Ten weeks ago my landlord hired a contractor to relocate my air conditioner in my apartment. TJ Plumbing used a hammer on the ceiling and dry wall, insulation and dirt was literally on everything that I own. They took all of my dress clothes out of my closet and threw them on my bed. They were covered in a white film and wrinkled. They weren't here ten minutes and knocked a huge wall sconce off my wall and broke several sconces. The landlord's maintenance finally came to repair the damage. They did a horrible job! They scratched my brand new kitchen table, got the white spackle on my shoe bench, brand new dresser, vents and closet door. The tenant relations woman told me to feel free to put my 30 day notice in when I messaged her about this situation. She also told me there would be no reduction of rent and they would only pay me for one sconce even though 4 were broken. I am beyond upset and frustrated with the entire situation and feel I should have had a reduction in rent since I wasn't able to use my entire apartment. I should also be compensated for the damage of my belongings. They have been unprofessional and neglectful. I have been cleaning for five days of my vacation because of this!

  Business Response

  Date: 09/23/2023

  I am writing in response to complaint ID ********** This response is regarding a complaint submitted by *** ******* We believe this situation is resolved. Here is an explanation of the events.
  
  

  SEQUENCE OF EVENTS

  
  July 1 - *** submitted a work order request because her air conditioning (ac) unit was not cooling the apartment. In June of this year, TJ’s Plumbing cleaned and charged her ac unit. At that time, it was cooling and working properly.
  Maintenance contacted TJ’s Plumbing to evaluate the air conditioner.
  

  July 6 – TJ’s Plumbing evaluated ac unit and recommended replacement.
  

  July 10 – We contacted *** and asked her to please remove all items from the closet and surrounding area where the ac unit is located so access would be available to the HVAC service technicians to remove and replace ac unit. The technicians had to remove items that were still in the closet when they arrived to replace the ac unit. The technicians replaced the ac unit and at this time, it is working properly.
  

  July 11 – *** contacted Mandy, the property manager, and told her she was angry that the technicians left the ac unit on and running. She states that this will cause her electric bill to be higher than normal. The work order that *** submitted on July 1st was because her ac unit was not cooling, and it was 78F in her apartment. It is standard practice to leave the ac unit on in the summer months after replacement.
  

  *** also complained that her apartment was very dirty after the technicians replaced the ac unit, she sent pictures to verify, and we agreed.
  

  We offered to send our cleaner to clean for her, but she declined because the maintenance technicians have not completed the drywall repairs.
  

  July 27 - We apologized to *** for the delayed drywall repair. We explained to her that two technicians were on vacation. We assured her that the technicians would make the repairs asap. In the meantime, we installed plastic over the large holes until maintenance could complete the repairs.
  

  August 15 – The tenant denies access to apartment twice. Maintenance needs to enter apartment to measure for drywall needed to repair the holes in the walls and ceiling. Mandy contacted the tenant to let her know that maintenance must enter to make repairs. *** finally allows the technician access to take measurements.
  

  August 16 – Technicians complete repairs.
  

  *** now reports that the HVAC technicians broke her irreplaceable wall sconce. Mandy asked her to provide a photo of the broken sconce. She reported that she did not have a photo because the mess was cleaned up and the broken sconce was thrown away. Mandy advised her to contact her insurance company; *** said no because it was the HVAC company’s fault. The property manager asked her supervisor if she could give the tenant credit for the broken sconce. We gave her a $30.00 credit on her account. When the property manager told the tenant the amount, she then stated that the HVAC technicians broke five sconces. We again advised her to contact her insurance company. The director of facilities contacted TJ’s Plumbing.
  

  Around August 29 –Two technicians perform needed repairs and our cleaner cleaned up the mess due to initial ac install and follow up repairs. We moved her furniture back in place per ***’s request.
  

  It is a tenant’s responsibility to protect their belongings when technicians are performing work in apartments. We gave *** advanced notice about this repair, and she had ample time to plan to protect her belongings. Because she rents and does not ‘own’ her apartment, does not release her from this responsibility.
  
  At no time was her apartment unlivable. Although an inconvenience, she had full use of her apartment. Anytime a major repair is done, whether it be on a rented or owned property, there is always a disruption in daily life.
  

  We were not aware of any damage other than the wall sconces until she filed this complaint on September 14, 2023. The tenant did not provide us with any pictures and there is no proof that our maintenance technicians scratched her new kitchen table. Spackle is water based, easily removed with a credit card, then wiped up with warm water. We can send someone to remove the spackle if necessary.
  

  We did extend an offer to release *** from her lease obligation (30-day notice) without penalty. There has been a never-ending list of requests, complaints, and work orders since *** moved in and we have addressed them all. We made this suggestion because *** is not happy with our property, staff, management, and maintenance. This was not a case of any threat of eviction, it was simply stated as an offer since it is obvious the relationship will continue to suffer and eat resources with no satisfaction in ***’s mind. We have apologized and let her know that we have tried to accommodate her with little success.
  

  Due to the above explanation and actions on our part, we believe the complaint to be resolved.
  

  Please feel free to call me or discuss any of the above.
  
  Thank you for your time.
  
  Yvonne L****
  
  
  
  

  
  

• Initial Complaint

  Date:08/16/2023

  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.

  Shakertowne apartments. AC units have not been fixed all summer in 90 degree weather and turning off water for hours during the day without prior notices. Bullying/harassing residents to move out.

  Business Response

  Date: 08/23/2023

  We purchased this building this past winter and were bombarded with issues that the previous owner did not previously fix including some water and air conditioning issues. Our company has addressed fixing the air conditioning problem and further repairs are needed. Unfortunately there are special order parts and specialty contractors involved and they cannot simply fix something this complex that quickly. Per the leases we do not have to nor are required to provide air conditioning but rather only heat. Still we are committed to providing our residents a working air conditioned building but as previously mentioned it is not a simple fix. We do not ever turn off water without giving notice unless it is an emergency where notice is unable to be given. Unfortunately there are times that a water leak or emergency is happening and water has to be shut off to make the immediate emergency repair. The last statement about bullying or harassing residents to move out is not true. We simply require our tenants to pay their rent on time and to take care of their apartments in a clean and responsible way. If someone does not do that they are subject lease non renewal or eviction depending on the severity of the circumstances. Bullying and harassing is something we would never do and is simply false and untrue.