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:03/26/2025

  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 contracted Abrams Realty for the property management of our condominium. They secured a tenant who took occupancy on December 1, 2025. However, Abrams Realty failed to coordinate with the Homeowners Association (HOA) to incorporate required amendments into the lease agreement prior to the tenant's move-in. Consequently, the HOA is now threatening legal action against us due to Abrams Realty's refusal to revise the lease. Furthermore, we have not received rental payments for the past five months. Despite repeated inquiries, Abrams Realty has not provided a timeline for the disbursement of these funds. Additionally, they have authorized and executed repairs without our prior approval, a direct violation of our agreement which mandates our consent before any such expenditures.

  

  Business Response

  Date: 03/28/2025

  Dear Mrs. *******

  In response to your submission I would like to offer the following information to address your concerns. The management agreement sent out for signing on July 18, 2024 was fully executed and effective as of August 15, 2024. During this initial period, material facts regarding the property were collected by the property manager to include confirmation that the property is currently under an association. The specific requirements and bylaws provided to you, as property owner, by the association become your responsibility to adhere to and otherwise relay in order to remain in compliance, as covenants and bylaws are not provided directly to property managers. Abrams Realty and its agents acted under the terms of the management agreement to list the property in order to procure a tenant. The request for permission to rent the property was prepared by the property manager ahead of application and sent to you so that you could forward it to the contact at the association. From there, the initial requirements for lease approval were met and provided to the association. Abrams Realty has shown a willingness to fully comply with the association requirements, so long as these requirements do not interfere with the obligations under the ***** or Federal Fair Housing laws. 

  Concerning the 4 rent payments since tenant possession, the accounting department is required to have from owners certain documents prior to securing tenancy. This includes a completed ACH form with banking information, 1099 tax forms and landlord insurance, among other things. A delay in providing all necessary documents leaves accounting unable to process rental payments for disbursement. Aside from verbal requests, written requests for these documents were emailed to you upon application approval, with additional reminders emailed multiple times prior to and after the tenant taking possession. Abrams Realty has yet to receive the full list of necessary and required documents.

  As far as repairs completed, Abrams Realty is obligated to perform required repairs under the lease and the ***** that may present a threat to the life, health or safety of the tenant, or cause further damage to the property. This requirement is outlined in section 4, subsection (v) of your management agreement and allows Abrams Realty under “its sole and absolute discretion” to contract such repairs to be completed by a third-party vendor, properly notifying you the property owner at the initiation of these requests.   
  Abrams Realty aims to provide quality service to our clients and appreciates your understanding as we work to resolve these issues. We believe that all parties can reach a swift and amicable resolution, and we are committed to working with you towards that goal. If you have any further questions or concerns, please do not hesitate to reach out to us and we will be happy to assist you.
  

  Sincerely,

  Melanie ***********

  Property Manager | Abrams Realty

  

  Business Response

  Date: 04/17/2025

  Dear Mrs. *******

  In response to your most recent submission, I want to further address your inquiries regarding your owner account and the repair concerns you raised about your property. Abrams Realty has provided you with detailed responses, addressing each of these items both directly by email as well as by response to your previous BBB submission.

  There remains an outstanding issue that requires your immediate attention. You mentioned you have documented proof of having provided the required documents. However, throughout communications with our office, you have not indicated that you have submitted the necessary condominium association documents. These are crucial for us to fully resolve the ongoing situation.

  We kindly request that you please forward them to us as soon as possible. Your prompt cooperation in this will enable us to finalize this issue and ensure a smooth resolution for all parties involved.

  Thank you for your time and attention to this matter. We look forward to your prompt response.

   

  Sincerely,

  Melanie ***********

  Abrams Realty | Property Management

  Customer Answer

  Date: 04/19/2025

  Just to clarify the major outstanding issue stemming from Abrams' handling of our property.... Due to Abrams' inability to effectively manage the contract modification and secure the necessary signatures to meet HOA requirements, we were compelled to personally intervene and resolve the matter. This intervention incurred a **** deposit and necessitated an increase of $******* in our insurance coverage, expenses that would typically be the tenant's responsibility.

  While we have since directly addressed the HOA issue, this situation underscores Abrams' lack of professionalism and efficiency. Our primary concern now remains their complete failure to remit any rental payments to us. Despite our prompt submission of all requested banking information and other necessary forms, Abrams has not disbursed any funds. At no point have they communicated any issues regarding missing paperwork (other than within this complaint).
  It has been nearly a year since we entered into a contract with Abrams, and their consistent lack of communication, coupled with their failure to fulfill basic contractual obligations such as payment, leads us to conclude that they are an unreliable and unprofessional company to conduct business with.

• Initial Complaint

  Date:03/19/2025

  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.

  Need Abrams Realty to provide Vendor itemized invoices for all repairs made to the duplex at *** * **** *t. units 1 and 2 Norfolk Va 23504

  

  Business Response

  Date: 03/20/2025

  Dear Mr. ******
  
  In response to your request, your owner statement has been provided and is always available to you through your account portal. As stated to you in prior communications, your statement is the most accurate reflection of receipts for repairs completed at the property as vendor invoices are not provided to owners directly. Please also note that all further complaints and questions must continue to be addressed through your attorney with whom Abrams Realty has already established communication. 
  
  Thank you for your understanding.
  
  Sincerely,
  Abrams Realty | Property Management

• Initial Complaint

  Date:02/06/2025

  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.

  Madison is great but could have let us know they needed a copy of our home warranty info. That screwed us. Also, we should have been made aware at the time of the walk through with her of the 21 or so issues they later find and deliver us 3 days before tenant move in. Considering the house was empty over a month before (Christmas/New Years time) move in I could have taken care of all the issues without paying their ridiculous vendor prices. more to follow on that.....The maintenance side sucks. Play **** getting destini to call you back. She answers emails semi reasonably fast. Their "vendor" charged $*** to rekey......using my ** ***** I installed...anyone familiar with this knows it takes about a minute to do. three doors....about 3 minutes labor.....walking between them is about 10 minutes tops...more like 2 minutes. Drier vent cleaning $***..... The list of issues was provided 3 days prior to the tenants move in date....on the day of the snow storm here...January 21, 2025. I can't wait to see the charges for the other 19 or so items from that list........Anyone know of a property management company that won't do this crap?!?!?!?!

  

  Business Response

  Date: 02/06/2025

  We appreciate your feedback and want to take this opportunity to address your concerns clearly and professionally.
  As a licensed property management company, we are required to comply with the Virginia Residential Landlord and Tenant Act, as well as all federal, state, and local statutes. These regulations govern property maintenance, required repairs, and safety measures, including lock changes. These are not optional policies but legal requirements that we must follow, and as an owner, you are also bound by these obligations under the terms of your management agreement.
  Regarding maintenance and vendor pricing, we engage professional, licensed, and insured vendors to perform work on the properties we manage. Their rates are set by the vendor, and we do not dictate their pricing. As outlined in your management agreement, all work must be completed by approved vendors to ensure compliance with Virginia rental housing standards. The expectation that you could have handled repairs yourself after the fact does not align with property management industry standards or legal requirements. Properties must be in habitable condition prior to a tenant taking possession, and these standards are non-negotiable. You had ample time to address these concerns, and when they remained unresolved, it became our responsibility to ensure the property met legal and contractual requirements. Due to your failure to have the property maintained and rent ready, we follow our management agreement and make necessary repairs in order to honor the lease and regulations. As per your management contract, you will be charged accordingly for the repairs as well as the coordination for intake repairs as outlined in the contract. 
  It has also come to our attention that, over the past week, you have engaged in threatening and profane conduct toward no less than three separate members of our staff. This included profanity while on the phone with them on multiple occasions. This behavior is unacceptable, and as a result, all future communication will be in writing only. While you have stated that by requiring written communication, we are silencing you, this is our policy when a customer or client becomes abusive toward our staff.
  All calls with our office are recorded and kept on file. Should this pattern of harassment continue, we reserve the right to take legal action as necessary to protect both our company and our employees. Furthermore, individual staff members may also pursue legal recourse if your inappropriate conduct persists.
  At this time, you are in default of your management agreement due to your failure to adhere to the terms you agreed to upon signing. Posting negative reviews across multiple platforms does not alter the contractual obligations in place, nor does it absolve you of your responsibilities. However, your continued attempts to disparage our company in a retaliatory manner establish a pattern of malicious intent, which places you in a position where legal action may be taken against you for defamation and interference with business operations. 
  On a bright note, the property rented quickly once the price was adjusted to the property managers recommended price with immediate occupancy with qualified tenants. By doing so, we secured positive income for you as the property owner rather than continued expenses and carrying costs. 
  We encourage you to approach this matter in a professional and constructive manner. If you wish to resolve any concerns productively, we are open to written communication. Otherwise, we will take the necessary legal steps to protect our company, our staff, and our reputation should you continue. We strongly recommend that you review your management agreement and familiarize yourself with the applicable legal requirements before continuing to escalate this matter further. As a reminder, you may always reach out to us (in writing) should you have any questions.