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:05/02/2024

  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.

  I am a property owner whose property was managed by Wasatch Property and Management, Sandy, UT. I have attached my story along with all the evidence. I would greatly appreciate if you can look into this matter. Thank You

• Initial Complaint

  Date:12/04/2023

  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.

  Complaint From the Kopelnik Residents We have been renting our home from Wasatch *********************************************** located at *********************************************. We have made complaints throughout our stay about various issues with the home to minimal or no responses from the company. These include a broken shower handle that spewed non - stop water we were forced due to no response from the company responsible for this home, to take action on our own which we were not compensated for. Other issues we won't go into detail in this letter involved a broken garage door most recently, a front door handle that wasn't fixed properly and we were billed for, a broken air conditioner which after weeks of complaints during a heat wave was finally fixed, and a bunch of other problems. At this point in time after being patient with Wasatch Leasing for so long it has finally gone too far. We are writing this letter of complaint in hopes some action may be taken to prevent future problems like the ones we have had to face. A complete disrespect towards a family that has payed rent on time, taken care of this house diligently, and all we get in return is no - responses to text, emails, and calls issued to Wasatch Leasing. What he hope this letter accomplishes is a re-establishment of communication and a commitment to fix crucial house infrastructure as soon as possible. Thank You For Reading,The Kopelnik Family

  Business Response

  Date: 12/12/2023

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address the concerns raised by the Kopelnik family regarding their rental property managed by Wasatch Leasing & Management. We take all complaints seriously and strive to provide a satisfactory resolution for our clients.
  
  Firstly, we want to acknowledge the frustrations expressed by the Kopelnik family regarding the broken shower handle and other issues they've faced during their tenancy. We understand the importance of maintaining a habitable living environment, and we sincerely apologize for any inconvenience caused by delays in our response.
  
  We are continuously working to improve our communication processes and respond promptly to all complaints and inquiries. We recognize that our previous responses may not have met the expectations of the Kopelnik family, and for that, we extend our apologies.
  
  Regarding the maintenance work conducted by the residents without prior written approval, we would like to draw attention to clause **** in the leasing agreement, which prohibits residents from hiring or allowing third parties to perform work on the premises without the owner's prior written approval. We appreciate the Kopelnik family's proactive approach in addressing maintenance issues, but we must adhere to the terms outlined in the lease agreement.
  
  In terms of other maintenance concerns, we follow a meticulous process to ensure that qualified vendors are selected. This approach is not only to manage expenses but also to guarantee the quality of work performed. We understand the importance of transparent communication regarding estimated costs, and we will strive to provide better communication to the property owner and residents in such cases.
  
  Moving forward, we commit to re-establishing communication with the Kopelnik family and addressing any outstanding maintenance issues promptly. We value our relationship with our tenants and are dedicated to ensuring a positive and comfortable living experience for them.
  
  Thank you, Better Business Bureau, for providing us with the opportunity to address the concerns raised by the Kopelnik family. We remain committed to resolving this matter and appreciate your assistance in facilitating communication between us and our tenants.
  
  Sincerely,
  
  Wasatch Leasing & Management

• Initial Complaint

  Date:08/28/2023

  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.

  I leased *** ** **** ****** Salt Lake City , Utah 84101 for 2 years beginning Nov. First 2021 and to end Oct. 31st 2023. I questioned a payment of $900 to be paid at the end of the lease and was assured that did not apply to me by the person showing the property. Wasatch leasing have been the most inefficient managers of the property that I have ever experienced in all my 61 years of leasing properties. I was told I may not know who the owners are and could only approach Wasatach leasing with needs and complaints. Many times they did not respond and because the majority of their staff are operating remotely from overseas they did not understand many of the needs I had. e.g. I had to explain to someone in the Philippines the difference between a fireplace and a furnace. Repairs were not taken care of in a timely manner. Finally in March through a mutual friend in the building I discovered who the owners are and asked my friend here to ask them to contact me. They immediately did and I told them of the situation. In the meantime I had become ill from long covid affecting my bronchial tubes and setting off health problems from a serious chronic illness that I have. I am 85 years old. When I told the owner that I needed to move to my family in England he told me that actually if I would like to move he wanted to sell the condo and when did I think I could move. I told him the earliest I could leave would be June 30. I am a dual citizen of the U.K and the U.S. The first weekend I was gone the condo received an offer and that was accepted and finalized July 18th. I moved from the property on June 30th as promised. In clause Section 1 42. if the property is sold the renter will be returned the deposit. Since then Wasatch has not responded to me regarding my deposit return either by text, email or written notice via mail. After 30 days written notice the property was left in immaculate condition. Wasatch leasing is inefficent, non professional, and difficult.

• Initial Complaint

  Date:08/17/2023

  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.

  Air conditioning unit in new rental broke shortly after moving in, has been broken for over 2 months now during dangerously hot temperatures. Company has been very evasive and unresponsive about repairs, no solution in sight. Can’t leave lease and find a new place to live because move in fees and deposit came out to over $3,000 and I don’t have any savings left after we kept getting surprised with fees. Can provide record of submitting repairs, and communications with company and employees if needed. I would like either a repair on the aircon to make the conditions livable, and/or a refund of rent paid while we’ve been living in unsafe conditions and deposits paid for the property rental so that we can afford to get a new place to live. Have spoken to people at the company NUMEROUS times who promise a solution or a call back but it never happens.

• Initial Complaint

  Date:08/04/2023

  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.

  I have a home that I rent. -I hired Wasatch Leasing & Property Management August 3 2022 -I agreed to pay 8% from the rent collected -They committed to provide assistance to the tenants on their requests. This company did nothing to help them with the requests. I did assist on each request to the tenants Wasatch Leasing & Property Management did not answer the calls. -Wasatch Leasing & Property Management took money from the rent and they are not answer emails or phone. I went to the address they provided but there is not nobody at the location. They have not answer any call or email to me or to the tenants. -Wasatch Leasing & Property Management is not answering any email. They just stop answer the phone or email. -I have the copy of the contract Wasatch Leasing & Property Management and I signed and all the monthly payments. - Wasatch Leasing & Property Management is an scam so many people left a comment on google. Someone needs to do something. It is not right that they are scamming people. I have name of the manager that I was emailing but she stopped answer my emails. My tenants are asking for their deposit. -Tenants had a situation where the house was damage. Tenants saw and knows about. Wasatch Leasing & Property Management should collect the money and refund me but because there is not response from them and tenants does not have their deposit. Tenants and I are scam by Wasatch Leasing & Property Management. I will upload the contract and the money that I got from them. They just needed to charge 8% and nothing more. On the statement you will see. I am sending the contract that I signed and the tenant contract. The deposit is a lot. I am attaching the invoice and the repair that I made when the house was damage. I made all the payments. Please tenants and I ask for your help. So far tenants are still calling them to see if they answer. Please help us **********

• Initial Complaint

  Date:06/23/2023

  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.

  Signed a lease with this company. They did not have the property in acceptable condition after we were assured everything was working and cleaned. We have a broken washer and dryer, mirror door, missing screens, garbage in the unit and outside. It has been 2 weeks now nothhas been corrected nor has there been anything scheduled. This business needs to be shut down.

• Initial Complaint

  Date:10/14/2022

  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.

  - Tried to charge us for items not included in our lease. (washer and dryer)-Tried to charge us for cutting other tenants' grass.-Tried to charge us for putting in a fireplace. (fireplace was thereupon move in date)- Going on 3 months trying to get our security deposit back.-Currently trying to charge us over $1,000 for grass. ( ***** was fine upon move out)- I have photos of the outside when we first moved on showing how bad the weeds were VS. when we moved out. - Entered our property without any notice multiple times.

  Business Response

  Date: 10/24/2022

  Hi ********,

  We have received your complaint and the *** managers are working on having a responding to your concern.

   

  Thank you,

• Initial Complaint

  Date:06/29/2022

  Type:Sales and Advertising 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.

  Wasatch Leasing & management does not know how to conduct business. I sadly should have expected this after reading a review left from a previous applicant on google. However, I gave them the benefit of the doubt. First off they come very late to showings after confirming the day before and day of that a showing will be at 4. They had another applicant that was also there that was waiting to sign a lease at 4:30pm(no wasatch leasing & management rep was at the showing they had a third party rep who came late). They sent me the lease a day prior and I confirmed I would sign after the showing via the docusign they sent me. They didnt attempt to communicate earlier in the day that they had someone already set to sign the lease. Although I was approved first - verified by the Wasatch leasing rep on the phone. Drove two hours to go see this place and they still had no empathy. Manager Nikki has not called back and provided compensation. Take me off any advertising calls for your third parties that sell homes.

  Business Response

  Date: 07/05/2022

  Hi ******,

  I sincerely apologize that you had a bad experience with the application and showing process. Your feedback is very important to us

  The way our process works; we process applications on a first-come, first-serve basis. Once an applicant is approved, we send the lease agreement for them to review. Sometimes there's a holdback on the applications if the applicants aren't able to submit or provide all the required information.  Upon checking, it seems the lease agreement was sent on 06/27/2022 (a day prior to the showing) to 2 applicants. Once a lease agreement has been sent, WLM just needs to wait for whoever can sign the lease agreement and pay the security deposit first, and that's the lease that we will countersign. I would like to turn your experience around, if you are interested in any other property we have for rent and we will make sure to personally see through the process.

   

  Thank you,