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Business Profile

Property Management

KMP Shutterly, FLP

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/10/2024

    Type:Product Issues
    Status:
    Answered
    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 put a deposit of $1400 for an apartment in Oct 2024 After deciding not to move in in Oct after sending the deposit I asked for a refund After 3 months I still had not received my refund and had to reach back out to the company Faulting me for their mis spelling on my address and also charging me for Legal Cost for Lease Preparation for $375 After researching Tenant rights in ** I was advised they are not able to charge to write up a Lease that was never used, since I canceled moving in shortly after I sent the deposit because of my findings that there is Mold in the apartment and the Landlord constantly has a complaint against them Simply I think this place needs to be looked into as why they have so many complaints as a company and they are all the same complaints

    Business Response

    Date: 01/07/2025

    A signed application was received on 09/25/24.

    A deposit was received on 09/26/24. 

    A lease was produced by our attorneys and legal associates and made ready for a check-in and lease signing on 10/08/24. 

    We were notified at 7:49 AM on 10/08/24 that the applicant decided not to sign the lease. 

    We were given no prior notice of this decision not to take the rental. We lost valuable advertising time, lost rental income, and more. 

    The signed application specifies that once the lease is prepared and the start of the lease is planned, deciding to not sign the lease agreement initiates a fee of $375. The non-refundable background check fee is also deducted from the deposit total before it is returned. 

    Also, we were not provided with any forwarding address to send the deposit balance so the initial mailing went to the only address of record, which was the one the applicant supplied on her rental application on 11/06/24.

    We were notified on 11/23/24 by the applicant that the mailing had not been received at the address of record. 

    We attempted to locate the mailing through ****, and we were told that there was a forwarding address rerouting mail from the address of record to a new address within the **** system. 

    **** would not reroute the signature-required mailing, and they would return the original mailing to our company office once it was processed at *****

    Since we did not receive the original mailing from **** in a timely fashion, we offered to prepare and send an additional mailing to a new forwarding address that the applicant agreed to provide. 

    To do this, for safety reasons we had to cancel the original check since it was still outstanding. 

    On 12/03/24, we re-sent a copy of the original letter, a copy of the original check, and a replacement check to the updated address that we were finally given by the applicant.

    As a courtesy, we did not deduct the additional certified mailing fee, check cancellation fee, or processing fee from the remaining security deposit total. 

    Lastly, the complaint said that it had been three (3) months since she had not received her refund, which is incorrect. Plus, all of the delays were caused by the complainant. 

    Based on the processing of the remaining security return as listed above, following all Pennsylvania State Landlord/Tenant guidelines as the company always does, we consider this matter to be closed. 

    Any further needed communications would have to go through our legal associates.

    Thank you for bringing this matter to our attention, and for providing an extension to the date to reply shown on your original mailing. 

    We asked for the delay due to holiday vacation traveling, as well as **** holidays.

    Sincerely, 

    Chip Shutterly

KMP Shutterly, FLP is NOT a BBB Accredited Business.

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