Complaints

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

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  Muse Realty LLC

  1538 Ebenezer Rd Rock Hill, SC 29732-1807

  
• 

  Muse Realty LLC

  PO Box 37780 Rock Hill, SC 29732-0530

  

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:11/13/2024

  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.

  This is a maintenance company that our renters (****************) provides us. We have had this hole in our ceiling since June. We had a water leak which caused the hole. We then had another leak October 1, 2024. They said they needed to let it dry out. It has been over a month, and the hole is still there (causing health hazards). The only communication we have heard from them is through our renters because they will not respond to any of my messages. They tried to lie about our living situation to our renters as well. All we want is this hole fixed. Thank you.

  Business Response

  Date: 11/15/2024

  On October 1, 2024, the tenant, ***** ***** put in a maintenance request about the ceiling leaking and toilet leaking. We contact the *** in regard to the roof so they could send a Vendor for that issue and we sent our Vendor out on October 1, 2024. Our Vendor fixed the leaking toilet and had to cut the ceiling to let it dry out. Our Vendor also had to cut the ceiling from where the roof was leaking as well to dry out. Our Vendor made contact with this tenant three times and had set an appointment with the current tenant all three times to get the repair to the ceiling completed. He has went to the property only to be told, he could not come in. He has been out to the property, November 15, 2024 and it is being repaired now, since he was allowed into the property this morning.

  ***** ***** is our tenant, not the owner as stated in the complaint ***(ie:The only communication we have heard from them is through our renters because they will not respond to any of my messages. They tried to lie about our living situation to our renters as well. All we want is this hole fixed. Thank you.)***

  Our Owner of this property is kept up on all maintenance procedures. 

  We strive on making sure that any repairs that need to be completed are done in a timely manner. Our Vendor has gone above and beyond going out to the property three times only to be told he could not come in on those days after he had spoken with the tenant to make the appointments. 

  Please let us know if you need any additional information.

  Thanks.

• Initial Complaint

  Date:04/16/2024

  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 rented one of their properties at *****************************************. I rented for one yr and moved out Sept 1. They did not return my deposit, and I left the house just the way it was when I moved in if not better. They stated that my service dog which they did not want to allow in the beginning and I ended up having to pay a 200 deposit for which was also wrong, was infested with fleas and it was so bad they could not hire someone to come in that person had to come back several times before painters could come in. They use my deposit to get the whole house painted the house and the walls were in the exact same shape, when I left as when I moved in with the exception of a few scratches on the stairwell, which I did cause during the move and a few scratches on the door jam from moving a couch. They intentionally took $2500 from me that did not belong to them. I agree I may have owed them maybe $500 for a few scratches but not my entire deposit. They were dishonest about fleas and I would never rent them again. I dont care if it was the last house on the block it was the principal, they are not honest people

  Business Response

  Date: 04/17/2024

  The customer rented **********************************************, with the lease ended September 20th, 2023. The customer did receive a refund of their deposit, all be it not as much as she preferred.

  
  The customer did not have a service dog. Originally the customer attempted to submit a fake service dog certificate from a known scammer website www.****************** and then decided not to go to a doctor for the needed paperwork, as the owner approved the dog as a pet in the home. She signed the lease and pet addendum for the dog, then paid the pet fee, as it saved her the doctor visit and $200 fee she would have paid to go to the doctor. Please see attached photos of the fake service dog certificate and text conversation between the customer and our staff, where she states the above.
  

  The home was infested with fleas at the time of the move out inspection. The fleas were in the home for approximately 4 weeks, throughout when the different vendors went in, as well as when the home was periodically checked. The lease specifically covers this in section 2.4 PETS and section 3.3 PEST CONTROL (lease attached for reference).
  

  The entire home was not painted. The tenant was charged for her portion of the damage repair and paint, including the following: repairing and painting both damaged stairwells, touch up living room damage (which appeared to be a cut out square), touch up master bedroom damage, touch up master bathroom where the orange marker was, and painting multiple doors with damage from hanging items and/or dog scratches. For the amount of damaged items listed, the cost of $1160 was reasonable and justifiable. The owner was charged for any preexisting wall damage, as well as normal *********** and paint. 

• Initial Complaint

  Date:03/05/2024

  Type:Order 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 signed a lease contract in ** after being told the place would be professionally cleaned prior to our move in date. We also requested inspections to be carried out, to ensure everything was working which they assured us it passed the inspection (the inspector works for the company). The move in date was February 24th & we moved from FL & received the key to the property March 2nd. Upon arrival, we realized nothing had been cleaned from the previous tenant & many things didn't work, so I'm not sure what the inspection entailed since functionality & sanitary standards are not being met. The lease mentions the tenant must clean before they move out, otherwise the company will deduct from the deposit to do it themselves & this was not the case. We've been waiting having to eat out of the ***************** laundry elsewhere everyday since we arrived, so we're losing money due to this & they still have not sent cleaners. This is a list of some of the issues:Kitchen sink severe pipe leak, food disposal broken, all appliances have grime, dirt, food remains/crumbs, both toilets have urine splatter, bathroom floors have urine ***************** of body hair, all windows are dirty some have wasp nests, sliding glass door doesn't lock, sliding door has a gap so it doesn't seal & cold air gets into the house so heater has to be running causing us to pay more in the electricity bill, dead insects, ************* inside of the house that get in through door gap, neither door seals properly when shut, bathtub has build up & gritty product remains so it's unusable, among others. Again, we signed the lease from another state after they assured us it would be clean & after I saw on the lease that it states it will be cleaned upon move out either by past tenant or the company. We need a cleaning service immediately & compensation for all costs we've had to incurr in due to not being able to use our house. Rent & deposit were also paid already.

  Business Response

  Date: 03/06/2024

  Please see attached photos of the condition of the home prior to move in. As you can see from the photos, the town home is in good,clean condition. The home was cleaned and the carpets were professionally cleaned prior to the tenant move in and inspection being completed. The back and front doors opened and closed properly, there was not urine as stated, and the overall cleanliness of the home was good/reasonable. The severe pipe leak is where the garbage disposal began leaking. It was not leaking at the time of the inspection or it would have been repaired prior to move in. Immediately upon notification of the issue with the garbage disposal, the back door latch and wasp nest found in the exterior top of the window, the owner hired a vendor to make repairs and another to remove the wasp nest, as well as a onetime pest treatment for the home. The tenant rented the property as is.   While the home is not brand new or immaculate,it is in reasonable condition. The tenant has unrealistic standards for a 50-year-old town home. The owner is fulling his duties per the lease and the tenant will not be credited the requested $3,000. 

  Customer Answer

  Date: 03/06/2024

   
  I am rejecting this response because:
  We don't have unrealistic expectations, but the place is not clean. I've requested for anyone to come see in person & they keep saying it passed inspection, when it was all superficial pictures. There wasn't a single picture taken of the back door without the blinds on the way, no pictures were taken of the interior of the washing machine which was very dirty, no pictures of behind or under appliances which have grease, debris, food remains, dust & more, among many other issues. We accepted the property "as is" on the lease after reading on the same lease that either the tenant or the company would clean it. No one will come do a walkthrough of the property with me because this is nowhere near acceptable & they know it & it has nothing to do with the house being old because we actually love the property. If a cleaning service would be sent, we would love to stay here but I simply refuse to use & clean appliances that are unsanitary. I'm limited on the pictures I can send here or on email to the company which is why I keep requesting a walkthrough & the inspector that by the way is affiliated to the company, refuses to respond my messages & just took pictures of the very superficial cleaning that was done. There were even dead roaches on the floor when we got here that were here when my friend came to view the place, so clearly not even a general cleaning was done. I'm also baffled at the implication that within less than 4 days of living here, we've "made" so many things stop working without having used them once. The back door did not lock, a broomstick being used to keep it shut & this same stick is in one of the pictures taken for the inspection. We are asking for a cleaning service, we're patiently waiting for repairs but we just want it cleaned so we can unpack.

  Business Response

  Date: 03/07/2024

  Our company completes a visual inspection of the home prior to move in to ensure the property is in good, clean, and reasonable condition for the tenant; as well as to document any flaws or requests repairs, we find that are needed. As you can see from the additional photos attached, there were no issues with the sliding glass door or the garbage disposal at the time of the inspection. We are not suggesting that you caused any damage, just showing you that these items were not left intentionally. The owner immediately hired a vendor to make the needed repairs upon discovery.
  From the photos you have submitted, we can see that the side of the refrigerator, underneath a bathroom vanity and the sliding glass door track are dirty. However, these items do not prevent you for moving in, do not make the home unlivable, and do not justify a $3,000.00 rent credit you have requested. The carpets were professional cleaned, floors moped and swept, the appliance are clean and ready to use. The cleaners do not move the appliances, missed the door track, and underneath the vanity. Overall, the home is clean, not immaculate, but clean and in good condition. The owner will not approve additional cleaning
  We have made a good faith effort to satisfy your needs by responding to all your texts, work order requests, and you even stopped by the office yesterday to make changes to your move in report with our assistance. It is our hope, that you can move forward and be happy in your new home. 

• Initial Complaint

  Date:08/18/2023

  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.

  We leased a townhouse from them in 2018 and when we moved in, the place was not cleaned well at all. It was obvious that when we moved in the place was not well kept from the previous tenants. We had to call them to come out and get the place cleaned up but even the cleaning company was only able to do so much. Throughout the years of us staying in the property, we put in several maintenance requests for different things over the course of the 4 years that we stayed there. When we would send in those maintenance requests, the companies that they would contract to come out were always pleasant, however, typically they would find other concerns that would need to be addressed. Once we got to the to the beginning of 2023, we had already made the decision that we would want to move by the end of the year mainly because there were several house updates and upgrades that needed to take place and we were tired of trying to things fixed only to be ignored. Whats funny about this company is that they reached out to us in April ******************************************************************** May 2023. When they said that, we responded by saying that, if they are going to raise the rent, are they also going to come out and do some house updates. Then all of a sudden they reached out about wanting to see the place and do some painting. Well from there they gave us the letter about having to move out of the place. Now once we moved out in May 2023, we did our best to clean the place up to be better than how we left it. They are now trying to say that we owe over $3,000 back to them for repairs and damages. Giving full transparency we understand that there were some things that we know we did but we are confident that in no way did we leave over $3,000 worth of repairs. After reviewing their records they are clearly trying to overprice us and it is not right or fair.

  Business Response

  Date: 08/21/2023

  Please see response attached.

• Initial Complaint

  Date:07/24/2023

  Type:Order 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 business, Muse Realty is in violation with ******** laws when they refuse to install batteries in smoke detectors. l am renting a apartment from Muse and they told me, its my responsibility to install batteries in the smoke detectors which is a lie. They are taking steps to evict me, over $2.00 batteries. This business, Muse Realty treats people inhuman and unethical, their actions deserve to be known publicly across *******.l do not want to deal with these people, l want to be released from my lease and move forward with better business.

  Business Response

  Date: 07/24/2023

  To whom it may concern: The tenant spoke with the maintenance department regarding a dead battery in his smoke alarm on July 18th by text message.The tenant was advised that this is a tenant responsibility per his lease and to put a new battery in the smoke alarm for his safety. Still he refused and was sent a standard 14 day notice to comply and rectify the lease violation. The maintenance coordinator even offered to send a vendor to assist him if needed. He replied that he contacted the fire department directly to assist. A copy of the lease is attached and it clearly states the following:

  Lease section 2.2 titled RESIDENT SAFETY AND PROPERTY LOSS
  Smoke Detectors
  The Unit is equipped with smoke and carbon monoxide detectors in accordance with state or local government regulations. You must immediately contact the local fire department (or dial 911) in the event that the detectors sound a carbon monoxide alarm, in the event of a fire, and/or if the alarms sound with unknown cause; while exiting the premises. Tenant must change all smoke detector batteries and report smoke-detector malfunctions to landlord by written maintenance request. Neither you nor others may disable smoke detectors. You will be liable to others and us for any loss, damage, or fines from fire, smoke, or water if that condition arises from disabling or damaging the smoke detector or from your failure to replace a dead battery or report malfunctions to us.
  
  Lease section 3.2 titled REQUESTS, REPAIRS, MALFUNCTIONS
  Landlord is not responsible for changing batteries in smoke detectors or for any items that are cosmetic in nature.
  
  
  Lease section 5.1 MOST FREQUENTLY ASKED QUESTIONS
  7. You are expected to maintain this home as if it were your own. That includes changing your furnace filters every ***** days and replacing smoke detector batteries.

  Customer Answer

  Date: 07/24/2023

   The lease in which, muse speaking of Violates ************** STATE LAW, the owner is responsible for the smoke detectors in the dwelling and it is not the tenant responsibility. 

  Muse did offer to replace the battery, but at my expense and that is NOT LEGAL. I do not want to deal with these people anymore. They do not treat people right.