Complaints

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

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  Lobos Management Company

  233 Spahr St Pittsburgh, PA 15232-1721

  
• 

  Lobos Management Company

  PO Box 81067 Pittsburgh, PA 15217-0567

  
• 

  Lobos Management Company

  151 Milne Dr Monaca, PA 15061-2469

  

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:07/01/2025

  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.

  Lobos Management states that upon submitting a maintenance request that their staff and maintenance team can and will enter my apartment without notice under any circumstances. This is a severe violation of privacy regardless of what's put in the least for any tenant under Lobos Management.

  Business Response

  Date: 07/01/2025

  Dear BBB, 

  
  Thank you for allowing us to respond this comment.  Please let our valued resident know that we are sorry for his disturbance.  Our resident called and stated that his mailbox lock was not working.  Later that day, we visited the complex and changed his lock.  Our staff member entered the apartment for only a minute and placed the key inside.  Our manager then let the resident know where we left the replacement key.  We understand that our resident may not have expected such immediate service, but our staff wants to ensure that our tenants recognize how they are highly valued and want to impress them.  Our lease does state that we can enter the apartment in response to a repair request, among other reasons.  I am sorry that they resident did not fully understand that.  

  Thank you again for allowing us to respond to this comment.  

• Initial Complaint

  Date:02/26/2025

  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 charged a late fee for my February rent. I've attached information from my bank showing that my request to send Lobos a check was processed on Jan 23, and mailed on Jan 24 with a receipt date of Jan 28. The check was not cashed by Lobos until Feb 5. I find it hard to believe that it took that long for the **** to deliver that check from my bank in ************ to Lobos in ************, which is about 200 miles and a 3.5 hour drive away. I emailed "*******" at Lobos and provided the same attached documents. She was unhelpful and refused to contact her bank to understand their process to cash checks, and if in fact it was the **** that delayed delivery for some reason. Essentially I was informed that checks go to a lockbox and are cashed upon receipt, and that she could provide no further assistance. I am uncertain if she even looked at the attachments I sent with my proof that my check was received on time. She was unwilling to provide proof of the contrary with the bank's check logging upon receipt system, etc. I have never had a problem with my bank in issuing checks for my bills in a timely fashion. I attached the Feb rent payment request to my bank, which they indicated would be paid by Feb 26. I received notification from my bank today, Feb 26, that Lobos had cashed the check. Unless Lobos can prove that my check was late to be received, and the **** is at fault, I want my $50 credited back to my account. I also suggest ******* enroll in a customer service course for her unwillingness to even begin to investigate the problem.

  Business Response

  Date: 03/28/2025

  I spoke with Mr. ***** last month and discussed the problem we have been having with the mailed payments.  We provided him a goodwill credit towards the late fee and I hope the matter was resolved.
  
  Thank you, 
  
  ***

• Initial Complaint

  Date:01/02/2025

  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 would like to file a formal complaint regarding an ongoing issue with my mailbox key. For the past nine months, I have been given the wrong key to my mailbox. At first, I didnt realize this and opened someone elses mailbox, mostly receiving advertisements and newspapers that I mistook for my own mail. It wasnt until recently that I realized I had the wrong key.When I went to the leasing office to request my correct mailbox key, I handed them the key I had, which turned out to belong to someone else. Two days later, I received the same key back with the explanation that it was actually my apartment key. Despite this, I continued to open the same mailbox, but none of the mail in it had my name on it.This has caused significant problems. I was waiting for important documents, such as bills and paperwork from my job, but none of them arrived in my mailbox on time. As a result, I had to pay late fees on my bills, and my employers HR department contacted me because I hadnt opened the documents they sent on time. Additionally, I missed the opportunity to vote because my voter registration ballot was never delivered.I have made multiple attempts to resolve this issue: I called five times and visited the office three times, but I received no help. I even contacted the main line for management and was redirected to the ********** office, where ***** and her staff were not helpful either. As of now, I still do not have the correct mailbox key.I am unsure whether I should seek legal action, but I feel that this situation, caused by poor management and negligence, has caused me significant inconvenience and financial loss. I would appreciate a prompt resolution to this matter.

  Business Response

  Date: 01/06/2025

  Dear BBB, 

  
  Thank you for allowing us to respond to this complaint.  I have reviewed the complaint and Mr. ****** history.  Mr. ***** needs a replacement key for his mailbox.  Unfortunately, the **************************** owns and maintains the mailbox located at this property.  Our company does not have control of the keys for his mail system, though we did request and pay for a new key for Bikun.  His complaint regarding access to the mailbox came into our system around 12/20/24, and I am sure the **** is taking his request seriously.  We hope that the *********** provides him with a new key soon.  

  Thank you again, 

  
  ***

  Customer Answer

  Date: 01/06/2025

  [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:12/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was wrongfully charged a 150 dollar lock out fee I went on the balcony late at night to make a phone call. There are no signs that say Do Not Enter and ive been on this balcony many times before to make phone calls and get fresh air. This specific night the door jammed and my only option was to call management to open it. I did NOT lock myself out. I would have no problem paying a fee if I forgot my key and needed assistance. However, this was not the case. After waiting outside in the cold for over an hour, the man who unlocked it accused me multiple times of smoking on this balcony because it was late at night. I had nothing on me besides my phone. I can give you the call log with my girlfriend. It was so unprofessional to accuse me of doing that without any evidence. After speaking with the company on the phone, the only person they would route me to was that same person who wrongfully accused me, and they refused to let me speak to a manager. This is such an unprofessional operation and I would never let anyone I know rent from this company. I would like this charge dropped from my dues as I did nothing wrong in this situation. Its the companys fault that the door jammed and has no warnings to not enter the balcony.

  Business Response

  Date: 01/06/2025

  On November 14th, at approximately 1:00 a.m., Mr. ****** entered an unauthorized, restricted area and inadvertently locked himself out of his building without a means of reentry. Although his roommate was home at the time, Mr. ****** was unwilliling to attempt to contact him for assistance. This led to his placing an emergency call to our answering service.
  In response, a member of our team promptly arrived at the property within approximately 20 minutes to resolve the issue, granting Mr. ****** access to the building through the door of the restricted area. Following this service, an emergency maintenance fee was applied to his account, in accordance with our policy for late-night lockouts.
  Mr. ****** later contacted us to dispute the fee. However, we explained that the charge reflects the costs associated with dispatching a staff member during overnight hours to address a situation that could not be resolved through other available means.  While we strive to minimize costs for our residents, the fee is necessary to cover the resources involved in resolving such after-hours emergencies.
  We appreciate the opportunity to clarify this matter and remain committed to providing responsive service to our residents.
  
  
  
  ******
  Lobos Management

  Customer Answer

  Date: 01/16/2025

  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:07/31/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company wrongfully charged me a late fee and when confronted about it the owner of lobos lied on recording and denied me my money. I sent a check on July 1st and they cashed it on July 3rd but proceeded to charge my account a late fee and lie saying they never received my payment. Then he proceeded to lie and tell me I do not have u til the 5th, as they went ahead and still charged a fee on the 5th. The disrespect from this owner is completely sickening. The lying and manipulation is what has me here now. They will not work with me to resolve this issue and they will not return my calls.

  Business Response

  Date: 08/01/2024

  Dear BBB, 

  Thank you for allowing me to respond to this issue.  I have reached out to our resident regarding her payments through phone and email, and cannot reach her.  When we have spoken, I tried to express how her payment history has late payments and how to avoid late fees.  Is it possible for you to have her reach out to me by phone or email?  We would be happy to meet with her in person as well to help setup automatic payments or a payment method which would be better for her.  

  Thank you again, 

  Customer Answer

  Date: 02/10/2025

  
  ***** ******* <***************************>
  9:23 AM (5 minutes ago)
  to me
  
  Im reaching out because I did not have a chance to discuss my original reasoning for submitting a claim and my issue has NOT been addressed by lobos management. I have documentation to back up everything I'm saying here and please contact me if you need me to provide you more. 
  
  Now before I start, I want to reiterate that I'm well aware rent is due on the 1st of every month. Upon signing my lease with ********* manage ******, I was told that every tenant has until the 5th of each month to provide full payment, and only then after the 5th, if no payment was received, then they are eligible to tack late fees onto the account. With this being said, I want you to know that I was well aware of this going into the first issue in July. It seems that lobos has learned from past mistakes on how to cover their tracks a bit better because in July I have proof that they cashed my check 2 full days before adding a late fee to my account. It seems this time around they were smart enough to hold onto the check and wait until midnight on the 5th to cash it. I have pictures of both checks, when they were written and when lobos cashed them. 
  
  In July of 2024 they had received my rent check on July 3rd and cashed it that day but proceeded to hit me with a late fee 2 days later. Upon me calling in to discuss the charge(on July 5th) the owner of the company, ***********, and his partner ****** lied on a recorded line, was extremely rude and delivered me false promises for the sake of buying them more time. The owner *********** had promised me, on a recorded line, that the best he could do for me was issue my $50 when i get my depost back. I have requested the recorded conversations, I requested the name and number to the bank that receives my checks, and I asked that they include THEIR WORDS of refunding my fee back into my new lease and they all said no. *********** NOW is denying what he said on a recorded line *** going back on his word basically making it clear hes keeping my money. I want this addressed because they are trying to do the same shiesty scam yet again. I had mailed my check and they received it by Feb 3rd yet they proceed to lie to me when I called. **** lied and said it hasnt come, then waited until midnight of that day to cash it. Yet they issued a late fee early Feb 5th knowing they had posession of my check prior to that date. Thats $100 now that they wrongfully took. **** are extremely unprofessional. ****** told me "no" like a five year old would say when I asked for the bank info. From the recorded call in July 5th and now February 5th it's very clear this company has something to hide and does not want to address my issue rather scam me for money. 
  
  Ontop of this issue they are charging me for renters fee statting this year even after I provided them with proof that I have had coverage. **** assured me the $27 renters fee CHARGED TWICE - JAN & FEB would be removed off my account and that it takes 30 days. I have an offical email saying my insurance was accepted then another one sometime late assuring me ive been escalted to management and they will resolve this issue immediately. Its been over a month and all charges are still on my account. I called 5 times to get them to simply remove the renters charges off my account betqeen jan 15th and now and they are extremely hard headed and unwilling to do the simplest of tasks for me. I have an email from management that they escalated this issue and this was back mid Jan. **** are awful people to work with, they lie, cheat and scam people. I started getting receipts to track my mail. Not to mention a good friend of mine sent mail from ********** and I received it exactly 2 days later... lobos is not credible whatsoever, they lie and are far from professional. I'm asking that you have them fix their mistakes. Clear my account of ALL charges. And refund me not only my $50 this month but the $50 they owe me from July. 
  
  I want to end this complaint by saying that when I spoke to ****** **** week, I told him this was my next step. He said in an awfully annoying tone "just send me the proof you have and I'll gladly remove these charges." SO it's very apparent to myself that they have full capability to not only get rid of these renters charges I'm constantly complaining about but are playing a very condescending game and abusing their power to scam money from me. 
  
  My cellphone is ************ 
  
  I want this fully addressed and I want that company reevaluated. I want an agent to listen to these recorded calls and I want it to be known how ***** this company truly is. 

   

  Forwarded Message -----
  From: "**** R at Lobos Management" <******************************************************************************************************>
  To: "***** *******" <***********************************>
  Cc: "********************************" <*********************************************************************************************************>
  Sent: Thu, Jan 30, 2025 at 10:48
  Subject: Renter's Insurance
  Good morning *****, 
  
  I have escalated your issue to upper management and your cancellation notice provided from Asset Protection states that your cancellation took place on 1/15/2025.  Can you provide the email confirmation prior to the above-mentioned date?  
  
  
  Thank you, 
   
  **** ********
   
  Property Manager | Lobos Management
  T: ************
  ****************************************************************************************************** | ****************************************************
   
  ??  Maintenance issue? For all emergencies please call ************ to receive immediate assistance.
  ?? Non-urgent maintenance can be requested through the tenant web access portal or by calling ************.
  ?? For Tenant Web Portal visit ***********************************************************

   

   

  - Forwarded Message -----
  From: ************************************** <**************************************************************>
  To: ************************** <***********************************>
  Sent: Wed, Jan 15, 2025 at 15:01
  Subject: ***************************************** Confirmation ***** *******
  
  Thank you for registering your insurance policy with *******************. Our ********************* reviewed the ********************* policy, and it appears to comply with your communitys insurance requirements.
  
  Resident Name:***** *******
  Community Name:Lobos Management
  Unit Number:****************************
  Lease Start Date / Enrollment Date10/7/2024
  Liability Coverage / Required Liability Coverage:$100,000 / $100,000.00
  Please let us know if you have any questions or if we can be of assistance.
  
  Thank you,
  
  LeaseTerm Solutions Support
  *************************************************
  
  Thank you!What is this?Haha, thanks!
  

  
  

  Business Response

  Date: 03/13/2025

  Thank you for allowing me to respond to this complaint.  I have spoken to ***** before and appreciate having her as a valued tenant.  I tried to view the documents that ***** provided, but did not see the renter's insurance confirmation email.  Is it possible to have her send a copy.  I would be happy to help remove those charges after seeing that she has insurance approved.
  
  Rent payments are typically paid online or sent to a lockbox at Keybank.  The payments are applied based upon the date that the payment is processedeither online or by the bank when they open the mail.  Our company does not directly receive or accept monthly rent payments that could be held.  We do not withhold payments.  
  
  Our lease agreement states that rent must be received by the first of each month, or is considered late.  The checks that ***** provided were sent after the first:  the check from July, 2024 was received on the third, and the other check from February was received on the fifth as indicated by the check where it states "DATE 20250205."   
  
  I am not aware of any owner of the company named *********** or ******.  We have over 100 employees, so we do have many employees named *********** and several named ******, though none are owners.  I have not yet spoken with the different employees.
  
  As always, with *****, I am happy to provide a goodwill credit for the late fee for February, 2025.  If she is able to provide timely proof of insurance through the validation website, I would be able to remove the insurance charges for the months she was charged.  
  
  Thank you again, 
  
  Ron 
  

  
  

  Customer Answer

  Date: 03/17/2025

  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.
  

   

  SEE ALL ATTACHMENTS

  I want the recorded phone calls from July 5th, 2024 and February 2025 reviewed by the bureau. Not only did they lie then, but are now lying about me not speaking to ****** this February, and Christopher& ****** back in July? 

  
  I was told on the recorded line in July I will recieve my $50 back with my initial $689 depsoit. Upon being told that I'd recieve that credit back, they went ahead and held my check sent this February before cashing it yet again, so that's $100 in late fees I wanted credited back as I provided proof of when the checks were written versus cashed by lobos.  
  
  Also, here is the same proof provided to the company that I have never had a lag in coverage and also the confirmation email saying lobos renters insurance would be removed. The date on that is January 16th yet I'm still to this date actively getting charged $13.50 for renters insurance that I already separately pay for. 
  
  $100 in late fees and $40.50 in renters insurance. The people I spoke to were highly unprofessional and unwilling to provide me any relief or information that I requested. I want the recorded calls pulled because ****** made it very clear he has the power to simply remove these charges from my account. He was very rude and the most unprofessional of all staff I spoke with about this reoccurring issue.
   
  I'm not paying these fees!
  
  
  
  
  ***** Ferraro 

   

  Business Response

  Date: 03/18/2025

  Hi *********, 
  
  Thank you for sending those documents on behalf of *****.  The insurance forms that she sent list the wrong address as insured, and also do not list Lobos Management as an additional insured.  If she can have that changed, we can help resubmit it for coverage validation.  
  
  Phone calls are not stored for that long, in accordance with PA law, so unfortunately we do not have the recording she requested.  
  
  Though the checks are indeed received late, I would be willing to offer as a goodwill credit the amount equal to those late fees.  
  
  Thank you for helping resolve this issue and saving the customer.  
  
  Have a great day, 
  
  ***

  Customer Answer

  Date: 03/22/2025

  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.]
  They went ahead and STILL charged another ***** for the month of April. Now that's $54 in charges to be credited plus $100 in late fees. They have not removed ANYTHING from my account. Why? 
  Regards,
  
  ***** *******

  Customer Answer

  Date: 03/25/2025

  
  ***** *******
  Mon, Mar 24, 10:24 PM (17 hours ago)
  to me
  
  I have already previously provided these, but here they are again. Third time providing this info, ontop of submitting it through lobos third party. 

  Business Response

  Date: 03/25/2025

  *** at Lobos Management
  9:15 AM (6 hours ago)
  to me
  
  Hi *********,
  
  The policy she submitted is for a property at *****************   Can you please have ***** call me with her agent on the phone and we can help her resolve the problem?
  
  Thank you!

  Customer Answer

  Date: 03/31/2025

  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.
  
  

  From: ******* ******* <***************************************************************>
  Date: Fri, Mar 28, 2025, 09:58
  Subject: New Address Change Auto Docs and Original
  To: ****************** <******************>
  
  
  Hello ***** Here are you updated auto and renter docs with your new address. I have attached your old docs showing you had coverage from October through now. They will owe you credits.
  If they would like to speak with me, please have them give me a call.
  You will also be mailed out new documents as well.
  Regards,

  ******* *******, Account Manager

  Business Response

  Date: 04/02/2025

  From: "*** at Lobos Management" <*******************************************************************************************************>
  To: ************************** <***********************************>, ******************** <***************************>
  Sent: Tue, Apr 1, 2025 at 10:32
  Subject: Insurance
  Hi *****, 
  
  I am reaching out to you directly.  I am trying to resolve this matter with you and hope we can end any confusion or miscommunication.  
  
  Thank you for obtaining a new policy.  According to your lease agreement, which also has these instructions listed, the policy must be uploaded to **************** for validation.  You can search for Lobos Management under zip code 15217.  The website will require that the policy has a minimum of $100,000 liability and list Lobos Management as an additional interest.  You can do this yourself, or you can have your insurance agent do it for you.  This must be done immediately to avoid having ***************** charge applied to your account.  You will receive two emails after uploading the insurance document.  The first will be a confirmation that you uploaded the document for review.  The second will arrive in a few days and will state if the coverage and binder meets the specifications of your lease.
  
  Our company has been paying for your insurance on your behalf.  There are no credits, or refunds that we will be making.  Your current insurance company which may have made a mistake when they provided the policy would be the best people to reach out to.  The policies you emailed earlier did not meet the requirements of your lease.  
  
  Thank you, 
  
  ***

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This management company forced me to pay a security deposit before they would give me the lease when they gave me the lease. There was many stipulations like they could come in whenever they want without notice and they could change the rent at any time! I did not like the terms of this lease, and I told them that and they refuse to make any changes. Then they refused to give me my money back, claiming that I’m the one that didn’t want to sign their lease, but they forced me to pay a security deposit before I got the lease.
  
  In the state of Pennsylvania, I didn’t think it was legal for a landlord to enter without notice, nor did I think it was legal for the price of rent to change for the term of your lease.

  Business Response

  Date: 04/01/2024

  Dear BBB, 

  
  Thank you for allowing me to respond to this complaint.  While I did not have the opportunity to meet ******** I did speak with our staff who had an understanding of the relationship.  According to our staff, ******* leased an apartment from us along with her grandmother as a cosigner.  She signed an agreement with us that stated she was paying a holding deposit which she would lose if she did not sign a lease with us.  After we held the apartment for a few weeks, she stated that she wanted to make some changes to our lease agreement, and we were happy to listen to her accommodate her as best as we could.  She decided not to lease the apartment from us and forfeited her holding deposit.  If ******* wishes to rent from us again, we would happily discuss using that money toward another apartment.  

  
  Thank you, 

  
  Ron

• Initial Complaint

  Date:02/10/2024

  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.

  On 2/9/2024 midnight, the Lobos management tow my vehicle without any notice and message, and issue the tow bill to me. This is unfair. The manager yelling on the phone, which made me really uncomfortable and angry

  Business Response

  Date: 02/21/2024

  Dear BBB, 
  

  Thank you for this opportunity to respond to this concern.  I sorry for what happened to *** *********  While ******** *s not our resident or customer, I can appreciate his frustration in having his car towed.  In preparation for this response I searched for his name, email and telephone number in our database and did not see any records.  I then searched our phone system for his number and listened to an approximately ten minute recording from a weekend where he explained that his car was towed from the parking lot in our building, at night, while visiting a friend in our building.  During the call I could hear *** ********'s surprise in not knowing how parking policies are enforced in Pittsburgh.  Local towing companies regularly patrol and enforce parking in lots in our area, looking for cars that are illegally parked, and I am sure *** ******** did not realize his car would have been towed without notice.  I can tell that there was a clear misunderstanding regarding these policies, and had we known *** ******** needed a parking space in advance we could have better accommodated his needs.  

  Please forward my letter to *** ********, and let him know that we are willing to lease him a parking space if needed and I apologize for any misunderstanding.

  Thank you, 

   

   

   

  
  

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant at Canterbury Court Apartments (Lobos Management) since 12/2020; I moved out on 12/19/2023. I was a good tenant and was met with disrespect and unprofessionalism while preparing to leave. My lease was due to expire on 11/30/2023. I was moving out of state, so I contacted the office in August 2023. I spoke to Bree and informed her that I would not renew my lease. However, due to job obligations and my daughter's school closure date of 12/15/2023, I will not be able to vacate the premises until 12/19/2023. I asked if I would have to pay for the entire month of December or prorated payment; she agreed to a full December payment. I received a letter in September with a notice to renew my lease. I contacted the office for the second time.
  Again, I spoke to Bree, whom I told that I would not renew my lease and my move-out date. She stated that it was a protocol to send the notice out, after which I told her I would provide a notice of my intent in writing. I followed up with a letter I handed over on 09/17/ 2023, more than 60 days prior to the end of my leasing agreement. I received no further communication from Lobos Management and was preparing for my move. On 11/30, I was contacted by Lobos Management representative Ronnie, who told me to hand over the key. I reminded her of the previous conversations and the letter of notice I submitted 60+ days prior. Bree took over the phone call and shouted, "But I told you no." I then noted that this is not true, otherwise, I would have been out. “I have never violated the lease, nor have I had any issues with rent, so why would I now go against what was said if you stated no?". She continued to inform me that my lease would automatically be renewed unless the key was turned in by 5 pm on said day. I asked if I could break the lease. She responded, "No". If you move out, you will have to sublet the unit, and if payment is not made, a notice of eviction will be filed". On said day (11/30), I contacted the main office and asked to speak with the manager.I spoke to Andrew (introduced himself as the manager) to whom I explained the situation, because he was unaware. During our conversation, Andrew stated that he had the letter on my file. I then asked, "If there was an issue with my request, why was I not contacted so that a mutually convenient agreement could have been made? He stated that they would work something out.
  On 12/01, a document was emailed to me for $3,316.57, three months' rent, and final water/ sewer (Buy-out fee). A new leasing agreement was also sent for me to sign; I refused to sign both documents. The document also clarified that I should keep the agreement confidential; I am not allowed to write negative reviews, defame the company, or discuss any circumstances concerning the agreement orally or in writing. This is an unreasonable ask, mainly because there was negligence on the part of management regarding a lack of communication after receiving my notice more than sixty days before the lease ended. I cannot sign a one-year lease as I have already indicated that I will leave the state on December 19th. The lease refers to a sixty-day notice, which I honored on September 15th.I was preparing to move out, and I wanted to have a walk-through done. On December 2nd, I sent a letter via certified to both the Canterbury Court leasing office and the main office in Pittsburgh, Pennsylvania. In the letter, I indicated that I made payment for December and will vacate the premises on December 19th. I also requested a walk-through. After no communication from Lobos Management, I contacted the office on December 18th at approximately 1:30 pm. I spoke to Bree and asked about a walk-through because I was moving out in the morning. She stated that "we do not do walk-throughs". I got to the apartment at approximately 5 pm and found a "vacant" sign on the mailbox. I left on December 19th at 11 am.I handed over all the keys and a document with my forwarding address to Ronnie.

  Business Response

  Date: 05/01/2024

  Hello *** ***** 
  
  Thank you for calling.  I am happy to report that we have resolved the matter with *** ******  
  
  Ron

• Initial Complaint

  Date:11/27/2023

  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.

  When I moved into the unit, the unit was nice. I didn’t find any issues. Management was very nice on fixing stuff so we moved in within a week. We had them a very long time about a month to fix all the leaks and still have leaks to this day, which is like eight months, another tenant moved out and the process of them cleaning the apartment they left their door open and when you walk by you can see black mold all over the walls for being a underground unit the next day they painted it never remove the mold just painted over it when we had our water leaks. I have pictures of black mold, over-the-counter over the cabinets in the ceiling from where the water has been leaking for years , I asked them to remove it so that my child does not get sick from it. They insisted me to spray it off with this cleaner and they sealed it back up and painted a few weeks later I was having breathing problems and had to use a humidifier and my wall instantly was full black mold all over my clothes under my bed all through my house all over my stuff, and when I told them about it, they said well it’s your responsibility to clean the mold , it’s in the lease I’m sorry but that should’ve been told we have black mold issue never told the beginning before I signed the lease and when I call for minor repairs of fixing stuff, they are disrespectful they call me petty they call me names and it’s very disrespectful when they could just be very nice and say what we can’t do this at this time but we can provide this for you. I have no problem doing any of this work but it’s not my property There they don’t care about our health and something needs to be done about it. I shouldn’t be living in a house full of black mold from doors from bedrooms. It shouldn’t be my responsibility to maintain black mold.

  Business Response

  Date: 12/08/2023

  Dear BBB,

  
  Thank you for allowing us to respond to this complaint.  Our resident's safety is our highest priority and we take pride in our ability to provide quick and efficient responses to our residents' maintenance requests.  After reading this complaint, I requested our manager discuss the matter with his maintenance team and review our correspondence with our resident.  While I was particularly concerned about the photographs submitted, the resident contacted our office 2 days before submitting this complaint citing some minor requests regarding the apartment.   Our staff responded to our resident online, and set a schedule for the repairs.  Our serviceman completed the tasks as requested.  However, our staff was not notified of any issue as described in your correspondence, and found the apartment in good condition.  Perhaps a misunderstanding has taken place and we would like to discuss this matter more with the resident to see if we can better satisfy him.  We will contact him today to see if we can better satisfy him. 
  

  Thank you again for this opportunity. 
  

• Initial Complaint

  Date:09/27/2023

  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.

  My name is ***** ********, for the past three months or so I've been calling and emailing Lobos Management about the ending of my lease agreement with them. They have ignored several emails and phone calls but have continued to charge me rent, fees, water/ sewage. I haven't lived in my unit since June of 2023. I mailed a 60 day notice to Lobos /Oak Manor location back in February of 2023 informing them that I will NOT be renewing my lease with them. My lease was up July 31, 2023. Further more they never fixed any water damage from a water leak they claim got fixed. I have photo proof of damage and date of when the "leak" got fixed. I also lived with live wires dangling over my stove for over a year until the hood got installed I have witnesses and photo proof of that as well. I spoke with a very rude/unprofessional woman name Ameila who would not let me speak to a Manager because she said the new woman manager is still in training and wouldn't know what to do, I spoke to a Callie who said she would relay my message to a lady named Lori when I called back. I spoke to Lori on the phone,since she emailed me regarding rent and I informed her I don't live at **** ******* **** *** ** anymore and my keys are in a cleaned unit (per her asking me). She took my new address and the next week or so I was hit with charges again. I am blatantly being ignored/ scamed. I've never been evicted from a place nor have one on my record. My next step is court, no one has let me speak to a manager or tried to resolve the issue. I wouldn't even know how to go about filing since I've never been in this situation before with any company. At the beginning of this week I got another email from Lobos that was a billing statement. It's harassment. I want and need this issue resolved because it's clear that there just in it for the money. I simply don't want a eviction on my record or to be tied to a lease I didn't/ never agreed upon. As of today no email, letter, call has been received.

  Business Response

  Date: 10/09/2023

  Hello, 
  
  Thank you for allowing us to respond to this complaint.  Please have ***** call me at our office and I would be happy to listen and try to resolve her issue.

  Have a great week!

  
  Ron