Complaints

This profile includes complaints for Tarragon Property Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tarragon Property Services

  1302 Puyallup St Ste A Sumner, WA 98390-1604

• 

  Tarragon Property Services

  12020 Sunrise Blvd E Puyallup, WA 98374

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:01/05/2024

  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.

  This is a complaint towards the individuals at Glacier Run Apartments. Specifically *************************** and ***********************. I moved in to apartment C107 back in April 2023 with a roommate who goes by the name of ***************************. There were several incidents that put my life in jeopardy because of my roommate, my roommate friend, and my roommate boyfriend. On November 30, 2023, I had a record of report signed by a third party clergy to get me removed from my lease since I am a victim of unlawful harassment. I sent it to *************************** on December 2, 2023. *************************** was unreliable and apathetic as she responded slow to my safety concerns and did nothing to help from the start.I moved out on December 15, 2023. I let *************************** know by email where the keys and my $200 check were. I stated in the memo it was for charges in December. I usually get a rent receipt, but suddenly I didn't receive one this time. I never got a response from them up until ******* 4, **** where I had to email them first once again. I noticed that they misused my check by using it for ******* charges in which I was not there for. As I am a victim of unlawful harassment, in RCW 59.18.575 (2)(a) states- "A tenant who terminates a rental agreement under this section is discharged from the payment of rent for any period following the last day of the month of the quitting date." I should have been contacted for the return of my check but instead I wasn't. They sneakily used it for ******* charges. Nevertheless, according to law, I was not even suppose to be charged for ******* charges as I left in December. Regards to my deposit, which was $550; they refuse to refund it because I was released early. According to law, RCW 59.18.575(b)(i) states- "a tenant who terminates under this section is *********** the return of the full deposit." You're telling me your policy is ABOVE the law?! This is absurd! And Now I am being ignored once again!I want the money I am owed which is $950 in total!

  Business Response

  Date: 01/11/2024

  Dear *******************************,
  
  We trust this message finds you well. We are writing in response to the concerns you raised in your BBB complaint notification dated 1/5/2024, with the assigned ID *******.
  
  We appreciate your proactive communication and take your feedback very seriously. We are pleased to share that following your concerns, we have worked collaboratively to reach a resolution that aligns with both parties' desires and needs. Your willingness to engage in this process has been instrumental in finding a positive outcome.
  
  At Tarragon Property Services, we are committed to addressing and resolving concerns promptly, ensuring the satisfaction of our residents. Your feedback is invaluable to us, and we thank you for bringing this matter to our attention.
  
  If you have any further questions or require additional assistance, please feel free to reach out. We have valued your residency and happy to have maintained a positive living experience for you.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  Tarragon Property Services

• Initial Complaint

  Date:10/09/2023

  Type:Product 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 moved out of Chinook Park apartments on August 25th, with a lease ending on August 26th. I did my walk through and had my move out statement, dated August 29th, by September 6th. The letter stated I would receive my money back within 21 days. It's been almost 45 days. They are illegally holding the security deposit owed to me for some reason. I've called and emailed to no avail, and now I can't even get ahold of anyone. I've attempted to reach their corporate office as well. My call has not been returned and the email kicked back as undeliverable. As they have already defaulted, I expect my full security deposit back, per RCW 59.18.280, subsection 2.

  Business Response

  Date: 10/11/2023

  I wanted to provide an update on the recent communication with this previous resident. On Friday, October 6, 2023, the resident called our office with a concern. Unfortunately, due to the weekend, her call wasn't returned until Monday, October 9, 2023.  Upon conducting a thorough review of the resident's account, it had come to our attention that the city of her forwarding address was not properly registered in our system. This oversight may have resulted in her refund check not reaching its intended destination. In light of this, the Regional Manager promptly updated her mailing address based on the information provided by the resident. This updated information was forwarded to our accounting department for the issuance of a new check.
  
  The resident was informed of this action, and she was advised that she should expect to receive the replacement check within approximately two weeks. It's worth noting that her location in ****** may introduce additional mailing delays, and as such, the exact timing may vary.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20716225
  
  I am rejecting this response because: 

  As of October 6th, you were already in default. Your company sending a letter without a city is not my fault but incompetence on your employee's part. As you're already 2 weeks past your deadline, I don't find another 2 weeks acceptable at all. 

  According to RCW 59.18.280 subsection 2
  (2) If the landlord fails to give the statement and any documentation required by subsection (1) of this section together with any refund due the tenant within the time limits specified in subsection (1) of this section he or she shall be liable to the tenant for the full amount of the deposit.

  Due to your company's negligence and **************** law, my entire security deposit should be returned. 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/05/2023

  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 lease was 1 year at glacier run apartments. I was notified that if I renewed my lease my cost would rise about $600 . I was in the lease with a partner who left due to a domestic violence situation with a restraining order which was given to the office . Upon move out I was told not to hire cleaners or steam clean that they provide it I asked multiple times I did basic cleaning and apartment was not left in disarray . They viewed my apartment same day of move out and within an hour had all costs calculated . They submitted the costs to my insurance and they came to the amount that was due and covered . The insurance company reached out multiple times but because it took longer than 45 days it was sent to collections. When I contacted the property they said it wasnt in their hands and past 45 days I had to only work with the collection agency . I tried to contact multiple times and contacted tarragon and was told only the property manager could help me .the insurance re sent the offer in a shared email involving myself and the property and it was still ignored. I continue to be harassed by the collections agency at least once a day since then. Attached is insurance letter .

  Business Response

  Date: 05/16/2023

  To whom it may concern,
  
  We sincerely apologize for the inconvenience and frustration you have experienced regarding your lease renewal, move-out process, and the subsequent handling of your insurance claim. We understand your concerns and would like to address them as thoroughly as possible.
  
  
  Regarding the lease renewal, we acknowledge that you received a significant increase in cost if you chose to renew your lease. Lease renewal terms and associated costs can vary depending on various factors, including market conditions and individual lease agreements.
  
  Moving on to the move-out process, we apologize if there was any miscommunication or confusion regarding the cleaning of the apartment. It seems that you were initially advised not to hire cleaners or perform a steam clean yourself, as the property management offered those services. However, it meant that we get better deals with our vendors rather than the resident hiring an outside vendor which could have cost more. We regret any inconvenience caused by this misunderstanding. We will review our communication protocols to ensure clearer instructions are provided in the future.
  
  
  We understand that the calculation of costs and the involvement of your insurance company led to delays in resolving the matter within the stipulated 45-day timeframe. We apologize for any inconvenience caused by this delay. However, we would like to clarify that once the claim process surpasses the designated timeframe, it is out of the property management's direct control, and the matter is handled by the insurance company and any associated collection agency.
  
  We sent your move out packet and 45-Day collection letter on 8/25/22, after 45-Days we are obligated to send any amount owing to collections regardless of if it is pending insurance payment, in this case the cut off day for your account was 10/09/22.We submitted the account over to Genesis ************************************ we did not receive any notification from Alacrity Solutions until 12/06/22 the account had been submitted to collections for almost a month so when we received the email from the insurance, we could not accept the payment. The letter also states that it covers "All" damages for $1,000 which is not correct as your move out charges added up to $2,653.25, we did not accept a partial payment in the event it was contested and the verbiage in the letter was implying we waive the additional $1,653.25 which is not allowed.  
  
  We regret that your attempts to contact the collection agency did not yield satisfactory results.It is unfortunate that you have been experiencing daily calls from them.
  
  We apologize for any frustration or inconvenience caused by these events. Our goal is to provide a positive experience for all our residents, and we appreciate your feedback as it helps ** identify areas for improvement.
  
  Thank you for bringing this matter to our attention.
  
  Best Regards, 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20025380
  
  I am rejecting this response because:
  No communication until I submitted a complaint was responded to and charges that I get charged for needs to be clear saying one thing and then doing another and saying that Im responsible for them , and the insurance taking more than 45 days thats hardly any time for companies to investigate a claim . I feel I was charged and left to the conclusion I without a doubt owe an amount that is incorrect . There was no attempt to even steam clean the apartment before charging full replacement and full painting of walls that were only basic wear and tear not damage . 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/01/2023

  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 moved out of one of Tarragons properties in June of 2021. The location was ******* Apartment's in *******************************. It was during the rent moratorium. I was unable to continue to pay rent as I had lost my job. I was not behind on rent and did not leave owing them anything. I gave them 30 days notification that I would need to vacate and explained why. I was not told by them that I was going to be liable for remaining rent due on lease when the property manager accepted my ******************************************************************************** the office on my move out day. I did everything right by not continue to live on their property and not pay rent like so many people were doing at that point. 18 months later in November of 2022, I received a call from a collection agency saying I owed Tarragon $5063.53. I have NOT once been contacted by Tarragon since I moved out. I did not get any emails, any phone calls and was not given any opportunity to take care of this prior to them turning this over to a collection agency. Tarragon had my email, my phone number, my daughters email and her phone number as she was on the lease also. Clearly they had the information to contact me because the collection agency was able to contact me. There was no attempt to come to a resolution for the money they claim I owe them. I have not been provided with anything by the collection agency to show me where they came up with this dollar amount and I have never received anything from Tarragon. This has affected my credit and my daughters also. It does seem that they just turned people over to collection that owed them or that they claim owes them from during the moratorium without making any effort whatsoever to deal with people directly. Had they have made ab effort I would have been contacted prior to 18 months after leaving. They are in violation of RCW-59. 18. 630 according to the lawyer I have contacted. I have no documentation as they have never contacted me.

• Initial Complaint

  Date:07/20/2022

  Type:Product 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 rented an apartment from Glacier Run apartments 06/25/2021 to 06/25/2022 paid in full. I physically moved out on 06/13/2022 but had paid until 06/25/2022. Two days after I left the apartments went into my apartment without consent of any kind nor notification nor asking and had an assessment done on what I presumably owed them for repairs. I received a bill via email from ********************* saying I owed $2381.24 after consuming my deposit of $500. The assessment said I needed to replace carpeting in all 3 rooms for which one room was almost never used. When I questioned ****** on this she within the hour took off the 2nd bedroom carpet agreeing that she didn't see anything on it. The new total is $1746.14 after my $500 deposit. I'm not sure I should have two pay for the 3rd bedroom either. My complaint is that they were double dipping. I am asking to be refunded the amount for the 11 days that they were in my apartment cleaning and renovating for the next people to be able to move in quicker. On my money my days that I still technically had residence already paid for they entered my apartment and renovated to make more money for themselves. When I called and asked ********************* about this she became very hostile and aggressive and threatening. She started yelling at me that "Since I threatened to *** she could no longer speak to me and I had to go through the legal department." I never threatened a lawyer or to ***. I said I would call the housing authority and the BBB that is when she started yelling at me and then hung up on me. They never asked of or notified me of entering my apartment. Also, On the payment site they have my totals all wrong because they are including 11 days of rent that should be a credit not a charge. I have emailed the apartment manager *********************** and called multiple times and I get zero response.I would like to be refunded for the 11 days they used my apartment without permission and the 3rd room carpet.

  Business Response

  Date: 08/23/2022

  To Whom it may concern, 

   

  This email is regards to ID #******** with *************************;

   

  Rent Responsibility 

  The notice to vacate was stated by *************************** for 06/25/2022. This commits the resident to paying for rent until that notice to vacate date which is also the end date of her lease agreement. When the resident turned in the keys early on 06/15/2022 they gave up occupancy of the apartment but are still required to keep their commitment of paying for rent until 06/25/2022. If they wanted possession of the apartment until 06/25/2022 they should have waited and kept the keys until they were ready for ** to enter the apartment.  

   

   

  ********** RESIDENTIAL LEASE AGREEMENT - Page 6 - Section 12  

  ACCESS BY LANDLORD If Tenant vacates and surrenders possession of the Unit before this Lease ends, Landlord may re-enter the Unit to decorate, remodel, alter, or otherwise prepare the Unit for re-occupancy by a new tenant without prior notice to Tenant and without waiving any other rights or remedies Landlord may have against Tenant pursuant to this Lease, at law, or in equity. Landlords right of access shall not impose any obligation on Landlord to enter the Unit. 

   

   

   

  Carpet Replacement 

   

  Per the quote by Acumen Carpet Cleaning  

  Primary bedroom- This had to be replaced due to pet damage and unremovable stains.  

  Middle Guest Bedroom This was revised to no replacement due to a reevaluation from the original quote. We credited back to the ledger $635.10 since it was not going to be replaced.  

  Guest Bedroom by the main restroom Had to be replaced due to pet scent /pet dander that was not treatable. 

   

  The original quote for the carpet replacement was $1,976.78 and was revised to only $1,341.68. A revised quote was sent to ****** Summer as well.  

   

   

  Conversation with Management 

   

  The Assistant Manager remained professional during the entire conversation with the Resident.  Not at any point did she raise her voice or yell at the resident. The Business Manager communicated mainly between emails due to sending ledgers and invoices but did have a phone call conversation with the resident. At Glacier Run we strive our best to keep up great communications with our residents. However, if we have a resident who is not able to have a professional conversation without raising their voice or allowing us to speak, it makes it hard to communicate with phone calls. 

   

   

  If you have any further question or concerns, please feel free to reach out and let me know. 

   

   

   

  Kind regards

   

  ***********************, CAM | BUSINESS MANAGER

  GLACIER RUN AT SUNRISE | P: ************ | F: ************
  ******************************** | ********, ** 98374
  ********************************** | glacierrun.com

  Pronouns: she, her, hers

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17544598
  
  I am rejecting this response because:The assistant manager not only raised her voice at me but made false accusations saying If ypu are going to get a lawyer I cant speak to you anymore for which I never said she was trying to intimidate me to fill a complaint with the BBB as I had stated. Not lawyer but my civic  rights as a citizen. Also, I believe the law states they may evaluate not renovate. And lastly pets did not go in the other two bedrooms only master. And when questioned they easily within an hour dropped room two from. Carpet charges because they were trying to charge me for everything they could. So they did the same with room 3. They were rude on more than one occasion so to retaliate they tried to charge me for everything. They have no proof the 3rd room needed new carpet. And no notes stating they pulled it up or tried to clean it. They have not given any proof the 3rd room needed replacement and changed the reason for replacing as well. 
  I should not be charged for the 3rd room. And the assistant manager should not have yelled at me and tried to intimidate me. And the conversation was recorded so please check. 
  
  Sincerely,
  
  ***************************