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:08/12/2024

  Type:Customer Service 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 20 year old son, who is a college student, signed a lease with this realty company. They allowed him to move his things into the property. He was not living there full time yet. My wife and son brought more of his things to the property to discover that all of his things had been stolen. The property had been left unlocked by the agency. The property is still in disrepair, beyond the move in date.

  Business Response

  Date: 08/15/2024

  Adult tenant ***** ***** leased 1614 Forest Av house bedroom# 2 (across from kitchen) for 12 months thru Jul 31 2025.  Move In Week per his lease was the week ending Aug 16th.  Tenant requested permission to store a few personal items in his room about 2 weeks early.  He did not follow up to make an appointment with our rep to meet him at the property to unlock door and make sure just a few items were to be placed in closet so cleaners could clean his room. 

  Tenant gained access to our house without our rep's knowledge or approval around Aug 2-3 and left many items in wrong room.  Parents brought additional large furniture items and someone damaged woodwork around windows with drapery rods.  Landlord found illegal entry and texted tenant on Aug 10 to contact us and move belongings to correct room#2.  No response.

  Lease is very clear:
  "Move-In Week is tentatively the week ending August 16 by Appointment Only and only if unit has been cleaned and repaired.  Units ready for occupancy before the 17th are considered on-time.
  First Tentative Move-In Date Appointments are not before 08/10/2024 and not without Orientation, completion of all requirements/documents noted above and 5-7 days advance notice."

  Landlord is not responsible for personal items and is concerned about multiple entries into our house without permission before landlord could get house cleaned and repaired.  

  Tenant stated he knew previous residents who left unit damaged and did not return keys.

  HPM disputes all claims and notes tenant does have Renters Insurance to cover his personal items.

   

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

• Initial Complaint

  Date:09/21/2023

  Type:Order 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.

  Holmes Property Management managed the lease for my son and 5 other roommates at 1603 Forest Ave., Knoxville, TN from August 10, 2022 - August 10, 2023. When the boys moved in, they made a list of present damages, took pictures and video and provided that list to the Property Management company for repair. None of those repairs were made at that time or during the entire year of the lease. Subsequent maintenance repairs for other items were ignored during the year as well. After the lease expired and the boys moved out, we waited for out Security Deposit to be refunded ($*****/person for 6 people). No refund came, One of the parents called and spoke with ****** ****** (the owner) and he said that he was behind on doing inspections but as soon as he did one for this property, he would call her back. He never called. On September 19th, a notice was sent to the boys that their security deposit would not be returned because of extensive damage. Most of the items on that list we damages that occurred prior to their moving in - that were never fixed. Those items were documented by the boys and provided to *** ******. Multiple phone calls and emails the boys and their parents to *** ****** have been completed ignored and unreturned. He now notified them electronically that he will not only be keeping their deposits but charging additional fees for damages in excess. Some of the boys are being charged upwards of $*** per person for additional damages. There is no method of communicating or discussing with this company. We believe they are taking advantage of students; knowing they they move on to other places after they leave school and will not take the time to dispute the money due back to them or the additional fees charged. Please help us.

• Initial Complaint

  Date:09/12/2023

  Type:Order 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.

  To the Better Business Bureau,
  
  I am writing to express my concerns and grievances with Holmes Property Managment and their management practices. From the beginning of my tenancy to its conclusion, I have encountered a series of issues that have left me dissatisfied and financially burdened.
  
  Move-in Condition: On the day of my move-in, despite driving hours to adhere to the agreed-upon schedule, I was kept waiting due to the company's tardiness. When I finally gained access, I found the apartment in a poor state: it was dirty, the oven malfunctioned, a closet door was missing, and the window blinds were broken. Although there were assurances about cleaning and fixing these issues, many remained unresolved.
  
  Unauthorized Entry: During my stay, there were instances where personnel entered my apartment without prior notice. While they claimed notifications were sent, I never received any such communications.
  
  Utility Interruptions: On multiple occasions, the water supply was cut off without prior notice. Moreover, no clear communication was given about when it would be restored.
  
  Parking Issues: I was promised a parking spot, a promise that was frequently not honored.
  
  Maintenance and Payment Discrepancies: Despite fulfilling my payment obligations days in advance, I was falsely accused of not paying by a specified date. This was used as a pretext to withhold necessary maintenance services.
  
  Security Deposit Concerns: Upon my move-out, I found that a significant portion of my security deposit was unjustly withheld. They have levied multiple erroneous charges that I believe are unjustified.
  
  Communication Barriers: I have made repeated attempts to address these concerns with their representative, Robert, who seems to be the sole person capable of resolving these issues. Despite completing the necessary paperwork they requested, they now claim not to have received it.
  
  Intimidation Tactics: I was informed that any public negative review about the company would result in legal action against me. I believe this threat is the reason behind the limited number of public reviews available online.
  
  I am seeking the BBB's assistance in resolving the unwarranted deductions from my security deposit. Furthermore, I hope my experience serves as a cautionary tale for potential tenants and brings about a necessary review of the company's practices.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 09/12/2023

  Spoke with past tenant ********* today and agreed on $220 additional deposit refund.  Check mailed today to arrive via USPS in 7-10 days.  All issues resolved to my knowledge.  Please remove as Resolved and shows personally identifiable info (my name).  Thank you, ****** ******