Complaints

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

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  Spinnaker Property Management, LLC

  2115 S 56th St Ste 308 Tacoma, WA 98409

• 

  Spinnaker Property Management, LLC

  7320 6th Ave Ste 6 Tacoma, WA 98406-1255

• 

  Spinnaker Property Management, LLC

  2727 Hollycroft St Ste 410 Gig Harbor, WA 98335-1369

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:12/25/2024

  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.

  This property management company managed us for two weeks ish before being dropped by the owners of the property. Problem is, throughout those two weeks+, we never got access to our mailbox despite repeated (and I mean repeated) attempts by us to get a resolution. We have not had access to our mail box for 20+ days, which has to be illegal. There is mail in there we need, and it's legally ours. All Spinnaker had to do was call a locksmith but they didn't until a day ago, but even then, there's no urgency. We still do not have access to our mail lmao. This is insane right? It feels insane.

  Business Response

  Date: 12/26/2024

  As we have stated multiple times,we DO NOT DO ANY MAINTENANCE AND NEVER HAVE THAT PROPERTY. They have their OWN maintenance company that handles all their tenants requests. We only handle the move in and rent collection. We have sent messages / work orders / emails /phone calls to the maintenance company and the owners. Just like the response to your emails and your ****** Review you left you are going after the wrong people! There is NO mail in your mailbox until you fill out the vacant slip with the post office until then your mail is being held there. We will let the new company know on January 1st, that they can now deal with this, and you can leave them a review and a BBB complaint. 
  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22729580
  
  I am rejecting this response because: there was an incredible amount of mail in the mailbox, including a *********************** bill that was due tomorrow, so thank god I was as annoying as I was. We couldn't access the account online yet, because we needed that first bill with account information. There were also several slips from **** asking us to update our address so they can continue delivering mail. We obviously never got that, though, so several parcels were bounced and sent back. Pretty atrocious, if you ask me.

  The only way I could interact with the maintenance company was through you -- I was never given a phone number or email or anything for anyone else to contact until I complained incessantly. I also wasn't able to access our online portal for maintenance, since that was turned off. I also wasn't getting full and proper responses from anyone with any updated timeline for days on end. Our first request for mail keys was 10 days ago. 10 days, to get a mail key. And that was after our Dec. 6 move in date, when we were told Spinnaker would provide us keys.

  Furthermore, it's the responsibility of the owner/management company to provide mail keys and if that's not the case, that needs to be communicated properly. (Also, if that's not the case, that's incredibly odd, because what recourse did we have? None.).

  What absolutely shouldn't happen is the run around we got for nearly 3 weeks. 

  I'm glad we reached a resolution, however, one that should have been reached around Dec. 6 or 7 or 8.

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

• Initial Complaint

  Date:04/26/2024

  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.

  I moved into Apartment #1 at ******************* in September 2022. I rented the Apartment from ************************* he was the owner at the time. The building was sold about 6 months later and Spinnaker Property Management assumed Management. I signed a one year lease and moved out August 31 2023. Spinnaker has reported fraudulent, and incorrect charges on a collection report as a form of retaliation. The lease I signed clearly states I paid FIRST, AND LAST MONTH RENT as well as a $500 damage deposit. Spinnaker is trying to charge me for the last month. It also ****** states there is NO MOVE OUT CLEANING FEE , Spinnaker is trying to charge me $400 for that. In the move out inspection that I filled out when I moved in I documented the broken blinds, and the broken window (that was never fixed) Spinnaker is trying to make me pay $280 For broken blinds that were already broken. ***** says small blinds $25 and Large Blinds $50 there are 4 blinds 2 small 2 large. In ******* 2023 my sister **** ************************* $500 for ******* rent before we were notified by **** to now pay Spinnaker I paid the $445 left for ******* rent but Spinnaker wants the $500 that was paid to the original owner. Their akso trying to charge me $500 for touch up paint. It clearly says IF NOT NORMAL WEAR AND TEAR. i never even hung a picture on the wsll. I have the text message from the owner that states IT WAS NOT PAINTED FOR AT LEAST 2 RENTERS BEFORE ME. I will also be filing a complaint with the housing authorities, along with report this report to the *** I have attached demonstrative evidence to show the clear and fraudulent efforts to effect my credit. Spinnaker should be investigated for their shady, and unethical business practices. The collection report is not accurate and has to be removed IMMEDIATELY, And my $500 dollar damage deposit be returned IMMEDIATELY.

  Customer Answer

  Date: 04/28/2024

  More Demonstrate evidence showing the condition of the 2 largest blinds at move out. The conversation between myself and ************************* stating the Apartment wasn't painted for at least 2 people before I moved in. And the condition of the window I had to live with for a year that was never repaired putting my health and safety, at risk because the window did not lock it was held down by bungie cords. 

  Business Response

  Date: 05/07/2024

  This is the first time that we are hearing about this. The tenant could have contacted us prior to contacting the BBB. We have credited the last month of $900.00 rent, deposit of $500.00 and utility of $45.00 to his account and have attached a copy of his new charges. We have also attached his lease in its entirety so you can clearly see he did not pay a $400.00 cleaning fee. We use a 3rd party cleaning company and that is what they charge. The remaining charges are all valid for paint and blinds. He did not give $500.00 to anyone before we took over management as he is claiming and owes the owner these funds. The remaining funds owed of $1,953.57 will be updated with our collection company and will be due.   

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21633052
  
  I am rejecting this response because: The information is still not accurate. In the businesses response they claimed to have no knowledge of the first and last month's payment, but that seems disingenuous when the lease was repeatedly brought up by the business. I have also included a picture dated in November ************************* showing the broken window and blind. I also included the receipt from ******* showing that I purchased a new blind myself. It was $5 dollars and some change not $280 dollars. I have also attached RCW 59.18.280 which states that I was supposed to receive my security deposit of $500 dollars, because the touch up paint and blinds are considered normal wear and tear. My security deposit by law cannot be held for normal wear and tear. It also states that I was to receive a letter within 30 days of writing document of and damages that were inconsistent with normal wear and  tear. I was also not charged a cleaning deposit which also fall under RCW 59.18.280. A security deposit was required and there for and damage that was not consistent with normal cleaning that as of July 2023 is the responsibility of the Owner/Landlord. I was also Charged two $60 dollar late fees one on July 7 one on June 6 both in 2023. The business hours are not conducive to a average person work schedule. Open from 9 to 5 and closed on the weekends, and no after hours drop box. I had to continuously leave work at least an hour early so as to not be taken advantage of in this scheme. This is absolutely ridiculous, but  increasingly seems strategic. If someone uses the mail the money could be lost. If someone uses the portal it's $30 extra dollars for doing nothing. That would be $360 yearfor one apartment and in my buildings case $4,320 for doing absolutely nothing. If you added the portal fee and the random number you tried to charge for washers and dryers that don't work that's $7,488. For doing absolutely nothing. I was charged $65 for a notice about not paying the $22 dollars a month for a washer and dryer that didn't work, because the washer and dryers that worked were only a dollar. All the charges for $22 dollars were removed because you learned that you can't change a lease in the middle of it without both parties agreeing. I will also need a copy of the move in inspection sheet, you know since your going to post the lease as well. I want to make sure it matches with the one I have. 

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

  Business Response

  Date: 05/09/2024

  Please read the laws in their entirety not just what parts you would like to have work for you and your situation. We have done everything correct according to the law. You were sent all documentation within the allotted 30 days. All receipts from 3rd party vendors were sent to you at the same time with a break down of all  charges. All work that was done was beyond normal wear and tear and we. We do not have to use cheap materials that were left in a unit as we purchase our own materials per the owners instructions so that the building is uniformed and you pay for labor on top of that at $125.00 per hour. In the first email it states you paid a $400.00 cleaning fee now you are saying you did not so I am not sure what you are trying to say here.

  In regard to the screenshot sent about the last month rent / deposit you can clearly see it was sent to a "DO NOT REPLY" email address so that would mean that no one received that email you sent. We did give you credit for those funds as previously stated. 

  If you would like to discuss this further please contact our office. We will not be responding on this site going forward. Thank you

   

   

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21633052
  
  I am rejecting this response because: First I never stated that I paid a cleaning fee, you need to read it again. I have not only shown part of the law, that's why I uploaded the whole law, and have uploaded the whole law for your understanding. This is exactly why we need the Better Business because of shady companies just like you. This is the third time I will be asking for a copy of the move in check list, pictures of the blinds that I damaged  that shows it was beyond normal wear and pictures of the walls that you took to show damage beyond normal wear and tear. I added thr conversation I had with ************************* the person who owned the building since 1987. He stated that the apartment was not painted for at least 2 tenants prior to myself. I need in accurate collection numbers to be removed from all 3 of the credit Bureaus. I have also filed a complaint with the housing authorities, and the **************** for you to be investigated. Thr law Is very clear. You cannot keep my security deposit ot report normal wear and tear from living there as something you are owed. And you cannot report something you are not owed to a collection agency. We both know, now the Better Business Bureau knows that this being done as retaliation for the great ****** review I posted, and for not being strong armed into paying $22 dollars a month for washers and dryers that don't work. You need to remove the fraudulent charges that were placed by you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/07/2024

  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.

  Floor in my bedroom at ***************** has moisture from under Floor refuse to it landlord does. Letter for all to see on door they won't renew lease no reason charge wrong fees whole apartments need investigated mold leaks

  Business Response

  Date: 04/12/2024

  Please note we are responding to this complaint, however, the roommate *********************************, also filed a complaint which we will be responding to with more detail.  As for these specific complaints, we will not be renewing the lease, and there is no requirement that we have to.  The moisture in the bedroom is dog urine, we have had 3 separate technicians out to assess.  The floor is covered with puppy pads that are not being replaced in a timely manner and are saturated with urine.  If another tenant is complaining about mold in their unit it has not been voiced to Spinnaker and we believe this is an untrue statement to complain against our company.

• Initial Complaint

  Date:04/03/2024

  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.

  I lived at ***************** in tacoma I was in a one bedroom in 2019 or 2020 deposit was 1500 moved to 2 bedroom 2020 had to pay another deposit of 1500 didn't ever get my first one back I had repair holes in the wall landlord kept both my deposit s done a whole remodel on my old apartment unit 6 wouldn't fix my front door that a neighbor kicked in they charge me a little of money for pest control I have paper work but prefer to upload at a later time they over charge me late fees a program help me with rent spinaker accept it all but last payment and accuse me of be way behind they put letters on my door for all to see invasion my privacy they charged for appliances all though they were old

  Business Response

  Date: 04/12/2024

  ***************************** was a resident of Spinnaker's at *************************************** in ******.  He did reside in a 1 bedroom and asked to be moved to a 2 bedroom.  We did so, unfortunately, without an inspection of his 1 bedroom unit.  Had we done that we would not have transferred him to any other unit or any other property for that matter.  The unit had holes in the wall and other damages.  When we had to send him to evictions in June of 2023 he had already done so much damage to the unit, such as a torn up motorcycle in his kitchen, unauthorized pit bulls, infested with cockroaches, etc., that his entire deposit was withheld for damages and **************** currently owes $14,536.64 in damages and past due rent (see ledger attached).  **************** is currently in collections, therefore if he wishes to try and collect $14,000 he needs to contact small claims court rather than the BBB.

• Initial Complaint

  Date:04/03/2024

  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.

  There 2 building 8 units at ***************** apartments in ****** ********** there is black mold in at least half the units lose stairs buckles floors unmow lawn moisture in and under bedroom floor of unit 2 unnecessary fees be charged landlord hasn't b complying double charge deposit to some tenants charge tenants with remodeling and make fees look legit one tenant got charge 17 gran landlord did an unnecessary remodel fire unit 8 happened Sept 2023 nothing been done water damage on Wall of unit due to fire in unit 8 tenants have made requests to get things fix nothing b done landlord has shown up without notice and has throw tenants things away without permission charge tenants for new appliances they need to be fully investigate and order to fix these unhealthy and un safety issues

  Business Response

  Date: 04/12/2024

  We will not be responding to all of these issues as we believe that this tenant is misleading in their accusations.  The complaints deal with mostly other units and other tenants, who have not complained nor put in any work orders for any of these issues.

  As for the fire in unit 8, we are dealing with insurance and this has no affect on this tenant nor any other tenant at this property.  

  The issue in her unit, with regards to moisture, we have had multiple technicians investigate and all have reported the same findings.  This is due to multiple puppy pads throughout the unit that are not being changed out in a timely manner, are saturated with urine, and are spreading out to the floor.  

• Initial Complaint

  Date:04/17/2023

  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.

  I moved into ***************************************** months ago. The agreement I had when I signed my lease with the owner was not to pay the electric bill. I was told it's included in the rent. In January the property was sold and Spinnaker property management to over. Spinnaker sent me a text message that I owe the $408 for electricity. I am under my current lease still It dosen't end until August of this year. They are threatening to turn of my utilities if I don't pay them the $408 dollars. In **************** RCW 59:18:300 clearly ****** it is illegal to do that. I have a disability which would make that problematic for me because my insulin has to be refrigerated.

  Business Response

  Date: 04/18/2023

  It clearly states in **************** signed lease agreement that he is to pay his electricity bill. Please see highlighted area at the top of page 2. Whatever "side deal" he had with the previous owner is null and void. The new owner will NOT pay his electric bill nor should he. We must go by the lease that is the law. We will be turning his file over to our attorney today for further action. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19947986
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/15/2023

  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 would never rent from Spinnaker Property Management again. 2 YEARS after moving out, SPM charged me $800.00 for closet doors I never had possession of during my tenancy in that unit. I got a bill from collections 2 YEARS after I moved out of the unit. I lived in that unit for 9 years with a documented flawless rental history with the former owner. Spinnaker never contacted me about this issue regarding supposed missing closet doors during or after the walk through of the unit when I turned the keys over to their leasing agent after moving out. After getting a notice from collections 2 years post move-out, I contacted and spoke to more than one person at SPM regarding the doors they claimed I owed them for. I sent them a copy of the lease several times : it shows I never had those items they were charging me for, the ORIGINAL owner also corroborated that I never had the closet doors: but Spinnaker ignored the proof ( the ****** and instead sent it to collections regardless. Now my credit is damaged and creditors are bothering me over money I do NOT owe them. Spinnaker has exhibited bad business practices regarding myself..

  Business Response

  Date: 03/17/2023

  ************ vacated on 7/5/2020 and was notified on 7/24/2020 that she owed for cleaning and damages. She contacted our office AFTER receiving the security deposit disposition letter to complain about the charges on 8/4/2020. We explained to her then and will explain again here now that we have photos ( see attached ) of her unit #7 at the time she lived there and at the time we purchased the building clearly showing she had closet doors in photo labeled "Apt 7". This is a one-bedroom apartment FYI. On photo labeled "7" you will see one set of blinds that are installed in the kitchen window and in photo labeled "8" the other set of missing blinds at move out clearly installed. Photo labeled "9" you will see a bi-fold door up against the wall in the living room. If you look at the condition report ************ provided it clearly states she was missing 3 slats in her living room blinds. Those slats were replaced per the old owner during her tenancy. Due to COIVID we were not allowed to turn anything or anyone over to our collections agency as they were not taking any new cases. They recently re-opened their case load, and we are now able to submit anyone who owes for past items. ************ has had 3 years to pay this debt and chose to ignore it. We are asking for payments to be set up, for her to remove this false complaint to the BBB and for her to remove the false review she left on ****** no later than 3/20/2023. Thank you.

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19599785
  
  I am rejecting this response because:
  As you can see from the enclosed pictures and video- there are no blinds in the main window- we had curtains for years, Spinnaker was aware of  this as they were in the apartment unit multiple times before purchasing the building from *** ****. Furthermore, in accordance with WA state law Spinnaker Property Management has to factor in the depreciated value of 10+year old FLOOD damaged carpets and old or supposed missing blinds.The lease states the carpet was not new, and then it became further damaged when the roof flooded June 28th 2020 The pictures enclosed are from the morning of the roof flooding on June 28th 2020. The pictures show the flood damaged, old carpet from my former unit. They also show we had curtains- not blinds in the main window.Also Spinnaker did not get in touch with me before 21 days was out to explain why they were keeping the deposit.Not by way of certified letter nor VIA email. ******** law.RCW *****. 280 states that the landlord has ************************************************************************************************************************* a written statement detailing why portions of the deposit were withheld.I do not owe them 800 dollars, and the reviews left of our experience with this business are accurate. We also have several witnesses as well as the former owner's documentation of the lease being correct.
  Sincerely,
  
  *********************

  Business Response

  Date: 03/30/2023

  As stated in my previous reply, according to the move in paperwork that you provided you were only missing 3 slats on the blinds in the living room at time of move in. This is why you were charged to replace them less 3 slats. In regard to the carpet you were only charged the pet seal due to the amount of pet urine that had soaked into the carpet and pad and subfloor.You were charged $220.00 for pet seal. YOU WERE NOT CHARGED FOR CARPET REPLACEMENT!!You were charged $130.00 to remove the carpet ( haul it away ) from the unit as our installers would not put that old carpet in their *** it smelled so bad we had to hire another vendor to come get it and take the carpet to the dump. The $130.00 was labor and dump fees for the ruined carpet. You turned in your keys 7/5/2020 and we mailed you as per law a move out disposition within 21 days on 7/24/2020 we said exactly what we were charging you for and for how much. We are well within the law on that. Since these are your final complaints and that I have now explained them, I will consider this matter closed.  

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19599785
  
  

  I am rejecting this response because:

  
  

  I do not see a copy of the included letter from Spinnaker Property Management that includes a clear postmark/cancel stamp to document it was actually physically mailed to me on or before July 28, 2020. Without those legally identifying features, the included document could easily be something printed after the 21 day period allowed by WA law (RCW *****. 280) to substantiate Spinnaker Property Management's claim against me.

  I still have my hard copy of my lease for Unit #7 that states/shows I did not have possession of the items Spinnaker Property Management has already charged me for (closet doors and living room blinds) Spinnaker Property Management ignored the evidence I provided to them about the formerly listed items.

  The copy of the paper Spinnaker Property Management sent in reply to my complaint- is not a substitute for a copy of an actual mailed letter regarding my deposit return and why Spinnaker Property Management was keeping it in entirety and had also added additional charges. The included document looks like something copied/xeroxed out of an office file.

  I did not receive a copy of this document before July 28th, 2020 - VIA mail- and not VIA Email. Both are acceptable ways to contact former tenants within 21 days (as per WA state law RCW *****. 280 states that the landlord has ************************************************************************************************************************ a written statement detailing why portions of the deposit were withheld).

  I was not informed of Spinnaker Property Managements' claims regarding the carpet "pet seal / pet damages" regarding Unit #7 until I received a letter earlier last year (2022) from collections (**********************, hired on behalf of SPM) demanding payment for listed items like "missing closet doors" and flood-damaged 10+year old carpet.

  The formerly included pictures on my part show the roof flooding that resulted in our immediate move-out of Unit #7 and shows some of the damage of both the old carpet in that Unit and of some of my ruined belongings.

  Unless Spinnaker Property Management has a document that is postmarked and dated, that clearly shows they contacted me within 21 days of move out , this letter does not document to my satisfaction that they contacted me within the 21 day time frame required. (My client and I were out by July 7th 2020)

  Spinnaker Property Management hired the roofing company (Flat Roof Pros) that ruined all my former listed belongings, it's one of the reasons we moved out of Unit #7 when we moved out. I do not agree with Spinnaker Property Management's labeling of old, flood damaged carpet as "pet seal"/pet damage claims.

  We have multiple witnesses to, and pictures both, of the flooding damage to Unit #7 that happened on June 28th, 2020. The roof pictures adequately explain the state of the old carpet in Unit #7 on our move-out, and that the carpet damage therein was caused by both age of the carpet and by the roof flooding of Unit#7 on the morning of June 28th, 2020

  Unit #7 took the worst of the flooding in all the units that took in water. That was due to the bare wood and holes in the roof over Unit #7. Those are both visible in the formerly included footage/pictures.

  The former owner *** **** substantiated our claims on both the age (10+years) /status of the carpet BEFORE the flooding (VIA ***'s copy of the lease- and to the fact we were not in possession of closet doors and living room blinds in unit #7 when Spinnaker Property Management purchased the building from *** ****.

  Spinnaker has chosen to disregard those facts and send me to collections.

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

• Initial Complaint

  Date:11/20/2022

  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.

  I have tried to contact the property management company on numerous occasions. After the 1st complaint and response from them, they are refusing to email or call me back. I put in a work order for my broken fridge that took them almost 6 days to fix. I lost all my refrigerated food and had to replace it. I have asked them atleast 3 times who to contact for reimbursement and no one has responded. I have the email receipts for the 2 instacart deliveries and the ******* groceries that I purchased before the workorder that I had to get rid of. None of my workorders have been completed in compliance with landlord tenants rights since moving in 07/29/22. I have included the orders purchased on 10/28, 10/30, and 10/31.

  Business Response

  Date: 11/23/2022

  The resident has put in several cosmetic work orders that the homeowner has denied. The resident was updated on each one of them and was told that the requests were denied. In regard to the fridge the tenant placed a work order stating the fridge was "not as cold as it should be" and that she "adjusted the settings to see if it would get colder" she also stated that she "had a deep freezer for back up" (see attached) The very same day that we received this work order regarding the fridge we sent the request to our appliance repair 3rd party vendor to go out and diagnose the fridge.  The tenant was notified of this the same day and was given the name and contact number to the repair shop so that she could schedule with them when convenient to let them inside the home. We have advised the resident to file a claim through her renters' insurance in the event that she lost any food. This is why we require all of our residents to carry renters' insurance. Please be reminded that we are a management company, and all work requests must be approved by the homeowner prior to the work being addressed. This has also been explained to the resident. 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18443444
  
  I am rejecting this response because:

   

  There have been no emails or phone calls to tell me all of my requests had been denied. There was 1 that was for elongated toilets, which I was told I could replace myself. No one reach out to tell me to file the claim with my renter's insurance which I have and have held since I moved in. The entire point of the complaint was due to the lack of response. Please send copies of the emails that show this communication. I don't have them. The business is correct about sending information for the vendor. The email also stated the vendor would reach out not for me to schedule with them. But I did do my due diligence and call them after not hearing from anyone for 48 hrs. I was then told they would come that Tuesday to look at the fridge; not fix the issue. I reached out to Spinnaker with this information and was still ignored. I have still yet to hear from them. I have attached the Maintenace request I put in, with no mention of having a deep freezer for back or excusing the fact that my fridge is broken. The deep freezer was in reference to the freezer that wasn't defrosting at the time but if I needed to put the frozen food in the deep freezer I could. Again no one had notified me of any requests that had been denied, cosmetic or not. The dishwasher not functioning isn't cosmetic, the toilet paper holder coming of the wall has to do with functionality as there is a hole in the wall and I can't but toilet paper on it  bcs its damaged. I have attached the work order that has been open since 10/22 as well. If the requests were denied, why isn't the work order updated? I don't accept this response because its full of fallacies. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/16/2022

  The fridge was repaired by our third-party vendor on 11/18 - please see attached invoice.  The owner has his own maintenance worker that is not employed by our company who has been out to the home on several occasions.  The owner ordered a toilet paper holder from Amazon and had it shipped to the resident. We have updated all other requested work in your tenant portal as denied by owner. If you have any new maintenance issues, please place them in your resident portal and they will be forwarded to the owner for review.