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:12/17/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Regarding the rental of property 1229 e 1000 s Spanish fork. This rental company is attempting to charge my family and me $4,449.00 in fraudulent "move-out repairs" and $416.88 in plumbing repairs, there were no issues with plumbing during our tenancy. They have been unreasonable in their attempts to explain the charges and are only giving vague responses. The repairs they do mention are for issues that already existed in the property before our tenancy. They have video evidence of these issues with the property that they themselves collected from the first walk-through and that the previous rental company was aware of and has video evidence of as well. We do not dispute the true charges that include carpet repair, carpet cleaning, and yard cleanup. We would be happy to work out a true amount that reflects what we owe minus repairs the home already needed before our tenancy. They need to provide details for the $4,449.00 the things they included already existed, for example, damage to the banister, water damage to the upstairs island, and a black tarp underneath the landscaping of the yard that was already showing. These are just a few small examples of things included in their ledger that already existed in the home before we moved in.

  Business Response

  Date: 12/20/2024

  Dear, Best Family.
  
  Thank you for your recent communication regarding the charges associated with your move-out from the property at **** * **** * ** ******* ****, UT. We take such concerns seriously and want to address the points raised in your letter as stated in previous emails. 
  
  First and foremost, I would like to clarify that the charges in question are not fraudulent but are based on thorough assessments and documented evidence of the property's condition at the time of your move-out. We adhere to strict guidelines and standards when it comes to move-out inspections to ensure fairness and transparency in the process.
  
  Detailed Documentation: The move-out condition of your unit was assessed following standard procedures designed to reflect the true state of the property versus its condition upon your move-in. Our records, including photographs and inspection reports, detail the damages that necessitate the charges being discussed. We are prepared to share this documentation again upon request but please check your previous emails for that documentation that has already been sent over.
  Condition at Move-Out: While we acknowledge that there may have been some pre-existing conditions in the property, many issues cited in the move-out report resulted from normal use over time and do not fall under "normal wear and tear." Items such as the damage to the banister and water damage to the upstairs island were assessed based on their severity and impact on the property’s integrity.
  Property Overview: The presence of a black tarp or any landscaping issues does not exonerate the responsibility for maintaining the property in a condition acceptable for rental. The condition and appearance of the property become the responsibility of the tenant, and our obligation is to restore it to a rentable state.
  Clarification on Repairs: We appreciate your willingness to discuss the charges related to carpet repair, cleaning, and yard cleanup, which we agree are necessary. We are always open to dialogue about the specific amounts you may dispute. We value our tenants and want to foster a collaborative resolution.
  Transparency Moving Forward: To facilitate constructive communication, we have provided and will provide again a detailed breakdown of the charges in question. This will include costs associated with specific repairs, photos, and notes from previous inspections, allowing both parties to confirm the true extent of the damages reported.
  The timeline of communication between Ameritrue and the Best Family is as follows:
  
  -Email regarding Non Final Disposition Letter - 6/28/24
  -Email regarding Pre-Collections Letter - 7/23/24
  -Tenant responded regarding the Pre-Collections Letter stating they dispute the charges only because it was past the 30 days post move out - 7/25/24
  -Email regarding Collections Letter - 7/30/24
  -Tenant requested breakdown of charges - 8/5/24
  -Breakdown of charges email sent - 8/20/24
  -Tenant responded requesting meeting to go over charges - 8/20/24
  -Ameritrue responded with offer to set up meeting to go over charges - 8/20/24
  
  Ameritrue has reached out to both the Tenant and the previous Property Management Company, Evolve, requesting the move in documents and photos of the property prior to the Best Family moving in. 
  Neither the Tenant nor Evolve have responded.
  
  We encourage you to reach out directly so we can discuss this matter further. As well as the previous Property Management team.  Our aim is to ensure that all concerns are addressed fairly, upholding the standards of our property management practices.
  
  Thank you for your attention, and we look forward to your response.
  
  Sincerely,

  Ameritrue Management 

  Business Response

  Date: 01/03/2025

  Again,

   

  We are not here to chase the previous damage that had occurred. This was one of the worst units we have had to enter after someone moved out. Leaving full kitty litter boxes, pee stains all over the home. Rotten moldy food pans in the basement stove. We assumed their lease in the middle of it.  And it needs and should be up to the tenants t want to come to a solution. Not just complain to anyone else that will listen.  Ameritrue has provided options to get to together and discuss in a face to face meeting. As well as asking them to address the previous damage with the previous management company. We are going off what was present at the move out  Ameritrue reached out to both previous parties to help in providing. But at this time it will be left for them to address. We are happy to get go over and adjust at that time.

  Customer Answer

  Date: 01/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: None of these things have ever been listed in correspondence with me nor provided in any such evidence between correspondences. I have asked multiple times for an ITEMIZED statement detailing why the "move out repairs" were listed at $4,449.00 that is not itemized that is just saying you are charging that amount for no details at all. I never argued the cleaning charges. There absolutely needed to be cleaning done. I had 8 hours to be fully moved out. I accept that fully. HOWEVER you continue to deny that you are charging me and my family for fixes to the home that needed to happen before we were ever there. Also, myself, my husband and children occupied the downstairs of this home I cannot speak to the rest of it (the upstairs and garage). I am not complaining to anyone who will listen I am asking for a fair and accurate ledger to what I am responsible for and will HAPPILY work out payment of such TRUE amount. When you took over the lease in April of 23 you came and did a walk through that was VIDEOTAPED and I explained throughout that inspection what was present in the home when we moved in as this was the first time we were meeting and I wanted this documented. Review your video and adjust the ledger accordingly! Again the plumbing was fine as well, fix that on my statement. I am not and have not argued the TRUE charges on this ledger, you have continued to deny again and again to work with us on an accurate statement. 

  
  
  Sincerely,
  
  
  
  ***** ****