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:06/13/2024

  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.

  In March 2023, ******* ********* approved a tenancy application of an individual named ****************** at our property at **************************************************************************************. Not long after moving in, tenant struggled to pay rent on time, which raised flags about her screening. We raised the issue more than once ******* ********* (*** and ***), expressing concern about this tenant's financial standing at the time of her application. Each time, ******* ********* assured that tenant was more than qualified at the time of the application. We asked to see tenant's financial documentation, but *** of ******* ********* refused, citing privacy concerns. Several unlawful detainers have been filed against the tenant for unpaid rent. Months before the lease expiration, tenant stopped paying rent altogether. Tenant left the place in disarray, with some damages and unpaid rent of approximately $8,000. Online research, mail left behind, and a discussion with a nearby neighbor called ***** revealed that the approved tenant ****************** never lived at the property. Instead, a female by the name of ******************** did. I was able to locate ********'s phone number online. During a phone call on 6/12/2024, ******** admitted that she was the one living at **************************************************************************, and not ****************** whom she identified as her grandmother. She was scared that she was found out and pleaded with me not to pursue matter with police. ******* ********* failed to verify the identity of the tenant when providing keys to the property. This resulted in an unauthorized and unscreened person to move and live at the property instead of the approved tenant. ******* ********* should also report ****************** for obtaining a fraudulent lease. Video footage of the state of the property after move-out is available upon request.

  

  Business Response

  Date: 06/24/2024

  This Owners situation is unfortunate and were sorry for this trouble.  However, the Owners loss is the direct result of decisions made by the Tenant; not by ******* *********.  Any actions to recover losses should rightfully be directed towards them.

  
  The Tenant in question provided legitimate, verified information during the application process and passed our screening criteria.   There were no red flags or concerns.   Due to contractual provisions with our third-party screening service and tenant privacy laws, we do not share that information. 

  
  The Tenant reviewed and signed the Lease which strictly prohibits subleasing or allowing unauthorized/unscreened occupants to reside at the property.  If the information provided by the neighbor is true and there was someone else living at the property, the Tenant misrepresented themselves during the application process and breached the Lease.  Other than late rent payments, ******* ********* had no indication a breach had occurred.  Even if we were aware of this breach, the outcome would have been the same ******* ********* would have filed for eviction through the Courts and removed the Tenant.  This is exactly what happened here.  

  
  After thoroughly reviewing this situation, our systems and processes worked as designed.   Any responsibility for unpaid rent lies squarely on the Tenant that breached the Lease.  Further, ******* ********* offers ***************************** and ********************** that would have lessened the Owners risk and financial burden in this situation.   However, the Owner decided not to opt into those programs and assumed the inherent risk of being a landlord.  Now the Owner is trying to enjoy the benefits of those programs without having enrolled.  ******* ********* denies it has any financial responsibility in this situation; the proper course of action is to pursue the former Tenant through Collections.

  UPDATE:  As of this writing the Tenant has provided certified funds to bring their account balance to zero.  The Owner will be made whole on unpaid rent and any damages at move out.  We're happy to have resolved this situation.  

• Initial Complaint

  Date:02/05/2024

  Type:Billing 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.

  We rented a property from Dec2022-Dec2023 with ******* ********* as the property manager. Per move out instructions, we paid for a cleaning of the entire house costing us $642.44. We provided the receipt to ** and received confirmation that the receipt was received. We expressed that we wanted to be present for the move out inspection. It was not until 12/30 that we finally heard from someone informing the inspection would take place on 12/31. As we were out of town we asked if the inspection could be postponed until we were back and could be present. This request was denied. ** then kept $329 for cleaning and $100 for the vendor trip charge from our security deposit. They did not offer an opportunity for us to reach out to the vendor we hired to resolve any issues they felt were wrong with cleaning. We tried to dispute the charge that ** made and were denied. It is unacceptable to require your tenets to pay for cleaning only to then go back and charge for another cleaning, when they feel the original cleaning was not up to standards. We are seeking help to get a return of our money that ******* ********* is refusing to give us. ** has informed to let BBB know they can be reached at the following email address: ************************************************************

  

  Business Response

  Date: 02/13/2024

  We appreciate you bringing this to our attention.  In an attempt to ensure we provide an accurate assessment of the condition of the property at move-out, the Executive Team decided to give the information one further review this represents **s third review of the property condition at move-out.  While you did pay for a professional cleaning, the cleaning did not fully satisfy the move-out cleaning standards sent to you prior to move out.  Items noted on the move-out inspection that needed further attention included dusty vents, mildew in grout lines of shower areas, dirty baseboards in the kitchen, and food-stained appliances. 
  
  Although we found the cleaning was inadequate based on the guidelines provided, we have decided to refund you an additional $50 from the assessed trip fees.  We will also refund an additional $114.48 in cleaning fees originally charged to you.  A total additional refund of $164.48 will be mailed to you in the next 14 days.
  
  Regarding your attendance at the inspection, we are required to inform you of the date and time the inspection will take place; we are not required to schedule directly with you.  Unfortunately, you were out of town at the time when the inspection was scheduled, and due to strict VRLTA guidelines around the timing of move out inspections, we could not wait to perform the inspection on the date you requested.  We did try to ease any worries you had by sharing the inspection with you shortly after the inspection was completed.
  
  Thank you again for participating in our security deposit dispute process and we hope you find the above resolution fair.

  Customer Answer

  Date: 02/13/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  Date:11/15/2023

  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 spouse and I found a beautiful townhome on ******* ***** *****. ************************************* We went to go see it 11/5 z It was awesome we decided we wanted. Before I applied I called to see how many applicants was in front of us to see the odds of us actually getting it. The latest move in date And how much the move in cost would be and when they are due. A man answered the phone . I asked him my questions. He told me i had to apply first to get answers . That didnt make sense to me so I asked to speak with someone else. He said he was the only person available. So i kept going with trying to explain my question. He finally told me that the latest i could move in was 12/24. He said he couldnt tell me how many or if any applications was before mine. He said i had to apply first so he can see that information. Then he said that deposits is the same as rent and due when its time to movie in. We submit our applications separately which is 110 together. Only for us to get an email to say were 4th in line. Then the leasing agent, *****, emails us 2 days later saying were 1st in line. Which was strange because the house is beautiful. I get an email the next day ( Wednesday) saying were approved and to read the documents. The documents say we need to have **** paid by Friday if we want the property. They have very deceptive leasing practices. Any other company Ive ever applied to has given me all the information to make an informed decision. They purposely dont tell you things so they can collect the application fee.

  

  Business Response

  Date: 11/21/2023

  We apologize for any confusion or frustration you may have experienced during your application process. We understand the importance of providing clear and transparent information to our applicants.

  
  Our policies and fees are indeed outlined in our advertising and online disclosures. We strive to ensure that all applicants have access to this information before making a decision or paying any deposit. However, we acknowledge that there may have been room to improve these disclosures in our online advertising.

  
  We have taken your feedback seriously and have made changes to our advertising to more clearly highlight our policies and fees. We want to ensure that all applicants have a comprehensive understanding of our leasing process before proceeding with an application.

  
  Thank you for bringing this to our attention, and we appreciate your feedback as it helps us improve our services. Since we have changed our disclosures due to this situation, we will provide a full refund. If you have any further questions or concerns,please do not hesitate to reach out to us.

• Initial Complaint

  Date:12/17/2022

  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.

  I was checking myself and my husband's credit via ****** *****. ******* ********* reported through *******, that we owe a balance of over 7 thousand dollars. This information per ****** ***** was recorded or opened on March 8, 2012. ******* received this information and reported it on June 17, 2022. I was never notified by my landlord that this establishment would be responsible for collecting rental payments. I was only advised to call them for maintenance in issues. I pay my rent directly to my landlord via Pay Pal. Prior to that I paid by purchasing money orders and mailing it out. This has impacted my deceased husbands credit along with mines per **** with *******. I spoke with him by calling this number: ************. There is also another number: ************. The address: ***********************************************************************************. My landlord is ********************* with ****** Brothers, Richmond ********. I was sending rent to **********************************************************************, before my landlord asked to pay through Pay Pal. This is fraudulent activity/reporting to the credit bureaus. I need someone to assist or report them.

  

  Business Response

  Date: 12/22/2022

  Thanks for bringing this to our direct attention on 12/7.  Since then, weve verified rent receipts with the Owner of the property and have been working with ******* to adjust the credit reporting according to your dispute.  They do need some further information from you and have reached out to you multiple times since 12/15 with no response.   Please contact **** at ******* directly so he can close this matter.  

• Initial Complaint

  Date:11/20/2022

  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.

  For nearly two weeks I've been awaiting a scheduled appointment to meet with ******* ********* but continue to be met with stall tactics and condescending emails with not scheduled meeting still.I've outlined my issues with them as follows:1. Exorbitant fees for repetitive toilet repairs. House is 6 years old and based on at least 4 toilet repairs in the past two years they could have been replaced. There is lack of management and monitoring of the macitence function and I don't have confidence a licensed plumber is being used. Rather it's a handy man charging plumber pricing.2. A tenant renewed their lease in April and decided to break it in August. I have several emails in which I was assured in allowing this, the tenant would remain responsible for all rents until a new tenant was placed and took over rents. On 10/11/22 tenant was issued a move-out refund, prior to a new tenant being in place and I was not issued any October rent. Furthermore, in addition to that refund, I was billed for installation of a light fixture installation that should have been tenant responsibility as the property was rented with an installed light fixture that tenant chose to change at their cost and was to leave the home as it was rented out.

  

  Business Response

  Date: 11/28/2022

  Were sorry youve had these issues.  Thanks for coming into our office on 11/22/22 to discuss your concerns.  Based on our discussion, we hope we are well on the way to resolving these issues.  We made sure you received Novembers rent; based on our records, you have been made whole on your rent during the tenant transition as we promised.  Based on our analysis of the plumbing work orders over the years, there does not seem to be any duplication of work or unnecessary charges; based on your emailed response on 11/23/22, we believe that you agree. The flush valves have been replaced on multiple different toilets in the home but never the same toilet more than once. We have charged the former Tenants for the light fixture replacement and, once paid, the funds will be routed to you. Additionally, we have provided a management fee credit to your account to compensate for the inconvenience.  Again, please accept our apologies for the inconvenience.  

  Customer Answer

  Date: 12/05/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *****************
  
  
  
  

• Initial Complaint

  Date:07/20/2022

  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.

  My husband and I are tenants of ******* *********. We moved into our place mid April. On June 14th we had to put in a work order because our toilet was clogged and they responded with a check list of things to try before sending someone out to fix the issue. We did all of those things. So on June 20th we put in another work order as our toilet was still clogged. On June 21st they sent a plumber out and he fixed our issue within ten minutes. We were told those types of toilets always have issues. The toilet got clogged from a simple bowl movement. On June 22nd our account was charged $265 for this plumber to come out. We were told if it was due to our negligence that we would be responsible for the vendor fee. However, I dont think just using the bathroom is our negligence. We called the company to dispute this charge on June 30th and received a call back July 1st requesting us to fill out a formal dispute paper which we did and sent back to them. They stated they would send the response in the mail within 10 business days. After 13 business days we never received anything so I sent an email asking for an update and the response we got was that they never received a dispute or mention of it (even though I got a confirmation email from the same person two weeks prior). We had a phone call set up that never took place so I then sent another email asking for this issue to be resolved. The response we got was I understand your position but what the vendor told us is that the toilet was clogged because of the use and that when they tried to get things out, again it was empty. so are we not supposed to use the bathroom in our own home because thats all the toilet was used for!? She then states that she sent out the dispute results on 7/14, which is confusing because on 7/18 is when she said they never received a dispute or a mention of it. We do not believe that we should be responsible for paying $320 with late fees for simply using the bathroom.

  

  Business Response

  Date: 07/25/2022

  Thanks for bringing this to our attention.  I have reviewed the information you provided and looked over the invoice and the associated work orders.  As outlined in your Lease, clogs and garbage disposal issues are tenant responsibility, unless there is a malfunction with the system.  Unfortunately, sometimes a clog can be caused by anything going into the toilet, and at times may call for more than a household plunger.  I also wanted to bring it to your attention that the **** was not only for the toilet, but for the garbage disposal as well.  The plumber found a bottle cap that was jamming the disposal.  In both cases with the clog and the garbage disposal, neither system was malfunctioning and found to be caused by tenant use.
  
  We do want to apologize for the confusion with the dispute form and the missed phone call with our associate.  We feel that this could have been handled better and in a more professional way and we will be discussing this with that associate.