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:08/02/2022

  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.

  Verra Terra was the property management company responsible for a home we rented in ******** ** for three years. On 5/28/22, we notified Verra Terra that we would be vacating the property on 6/25/22 (lease agreement called for 20 days of notice) and attempted to coordinate our final walkthrough. The contractual lease agreement specifically requires the agent conduct a final inspection with the tenant upon exit. One week prior to move out, we again attempted to coordinate the walkthrough having received no response to our original request and provided multiple days and times. We were told by the agent she was unwilling to conduct the inspection because it was her birthday and she had other plans. We expressed our discomfort citing the clause within the lease requiring the agent to conduct a walkthrough - we did not want to be found liable for anything we were not responsible for as the condition of the home upon arrival was worn and dirty (all documented). We were not provided an alternate solution and had no choice but to vacate without an inspection but thoroughly documented the condition of the home upon exit - thoroughly cleaned and in better condition than received. We were notified on 7/11/22 that we would receive our full security deposit and prorated rent for **** in the mail but a $400 hold would be in place to ensure utilities were removed from our name and paid. This was not outlined in our lease so we submitted documentation that all utilities were indeed paid in full and removed from our name and requested the refund. On 7/13/22, 3 weeks after departure, we were told the refrigerator had a smell and the stove was dirty - would require $180 cleaning. Per the lease agreement, both were cleaned and in better condition than received. On 7/27/22, we were told the $400 would be repaid but refused the remaining $180 ($580). As of 8/2/2022 we have not received our $400 utility hold and are owed the $180 due to their negligence and breach of contract.

  Business Response

  Date: 08/03/2022

  This complaint has already been addressed.  Management has already previously agreed to the remaining $580 payout and recalculated the additional refund amount on July 27, 2022.  It is in process to be paid out during our next payment cycle which is next week.  We only are able to process payments twice a month. Unclear what this complaint's goal is.  If it's to get the $580 faster, then direct deposit information needed and we'll send via direct deposit when we process payments next week.  Refund is currently set for mailed, paper check which will have its own timeline.  Please advise directly with your property manager ********************************** if you wish to have it refunded via direct deposit. Otherwise, expect a mailed check on whatever ****** timeline for delivery is. -- James 

  Customer Answer

  Date: 08/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************