Complaints

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please look into Ultimate Properties, I believe that they are making up reasons to deny applicants and collecting application fees over and over. For example the website link I sent has been posted for over 70 days on over a dozen websites and shows 89 contacts from Zillow alone and is priced way below other houses that are similar. When I applied they told me that I was first in line which I thought was odd since it is an old listing, They told me that a minimum credit score of 575 is required which I met. They said I was denied due to credit score and rental history. I have been at my current rental for 5 years and never been late on rent or had any issues.

  

  Business response

  08/27/2024

  We are writing in response to the complaint filed regarding an applicants denial for housing at Ultimate Properties. After a thorough review of our records, we can confirm that the applicants credit score was 571, which is below our minimum requirement of 575. This criteria is applied uniformly to all applicants in compliance with fair housing laws and our internal policies. Ultimate Properties adheres strictly to all federal and state laws governing the rental application process. Our credit score threshold is established to ensure responsible tenancy and is applied without discrimination. While we maintain that our actions were lawful and in accordance with our stated policies, we have decided to refund the application fee to the applicant as a gesture of goodwill.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I moved from out of state and only wanted to rent for 2 years while our house was being built. We were required to pay a full year's rent up front. Our first week there the ** unit was not working properly and they had their preferred technicians come out only to say nothing was wrong with the unit. As we continue to make complaints the only thing they could offer was sending the same company out and continued to say nothing was wrong. After speaking with neighbors who had the same electric company with the same square footage and same floor plans we decided to have a real company come in and assess the ** unit. There's three units on the side of the house one was completely out of coolant that was causing the other unit to overwork and still wasn't cooling the house properly that company took pictures of all the gauges and everything that would need to be fixed and we submitted everything to Ultimate properties. Still refused to fix anything because we did not use one of their preferred companies. In order to get our ** units running in the middle of August we paid $1,100 out of pocket, ultimate property refused to refund. complaints about the jacuzzi draining itself into the pool that were never addressed, the pool service quit and refuse to service the home as that was a liability for him. There is random charges on the move out calculation, for example replacing shower heads that were brand new. a $25 *** violation,called the *** for a copy but they only had records of a warning no violation issued. Charges for dead bushes in backyard that were in worse condition when we moved in. charges for carpet cleaning even after I submitted the receipt for paying somebody to clean the carpet. Charges for carpet streatch when i showed an inspector during one of the randome inspections after move in. Replacement of dirty air filters even though they were just replaced. Replacement of bulbs, unclogging of a toilet. The trash cans having trash inside of them.

  

  Business response

  08/15/2024

  We are sorry to hear this feedback as we strive to provide a great service. In regards to the air conditioning, the issue was discussed extensively and a decision was made a year ago. It appears that the customers are primarily in disagreement with the deposit refund they received and the move out calculations provided. We will submit this complaint to our deposit dispute department who will evaluate the customers concerns and send a final decision via mail. Our company strives to be objective and fair for all parties involved.
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company took our application fee when they already had an approved applicant and lease in progress. When I called for a refund on the application, they refused to refund it.

  

  Business response

  07/17/2024

  We have been in contact with the customer and have since refunded their application fee. The refund will be $130 that we received. We cannot refund processing fees.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we first moved in the ac didnt work. They sent someone out 5 times to fix it and it was never fixed. It took almost a month to get this fixed. This was in the dead middle of summer and it was hot. We had to buy our own ac unit and they reimbursed us. It cost us $400. They told us it was going to be a check and never sent it to us. My boyfriend had to take time away from his job to pick it up because they held onto it for weeks, without notice that they still had it. Second when renting this property did not inform us of the kids in the neighborhood who have been constantly throwing rocks at our house. They broke a window and they told us we had to make a police report or we would have to pay for it. They also did not disclose that it has happened multiple times before we started renting this property and now weve had to call the police 5 times because these kids keep doing it. I am afraid to even go out into my back yard because Im afraid to get assaulted. These arent baby rocks either they are throwing big rocks and almost broke my bedroom window. We have multiple police reports and they even caught the kid but let him go and did not even inform their parents. As the police were at my house these same kids were saying f the cops. Cops informed us of multiple break ins and to the neighborhood. Ultimate properties knew about this because the guy replacing the window informed us he has had to come out at least 5 to 6 times to replace the same window. We have not heard of any action being done by ultimate properties in regards of this situation. This situation should have been told to us before move in. We try to contact them and get no response unless its on the portal and that takes days. We are fed up with not feeling safe in our own home and not being able to enjoy our space.

  

  Business response

  01/09/2024

  As the customer mentioned, we reimbursed them for the air conditioning previously. It is unfortunate to hear about the situation with their neighbors. We informed them the best course of action for civil issues is to contact the police, which they have already done. We received the customers' police reports and we are in the process of fixing their broken window at no charge to them. Also, our Senior Property Manager has reached out to the customers directly. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Ultimate Properties regarding our recent rental experience. We leased a property for a year, during which we paid a $1545 security deposit. Our concerns primarily revolve around the seemingly unwarranted deductions made from our security deposit upon moving out.Ultimate Properties charged $200 for move-out cleaning, citing dirty living room windows, kitchen cabinets, oven, microwave, and dishwasher. However, the house was left in a clean condition when we vacated, contrary to their claim. Additionally, we were billed $123.50 for replacing the kitchen sink cabinet bottom due to water damage that preexisted at move-in. The charge for move-out painting amounted to $200, covering touch-*** in areas that had minimal use, with no consideration for tenant rights regarding normal wear and tear.Furthermore, the $440 landscaping fee included weed removal, though there were no weeds present upon our departure. The removal of a dead cactus was charged despite its preexisting condition when we moved in. We were also billed for trimming an allegedly overgrown tree, which had already been trimmed to its original state when we first occupied the property.An additional $32.15 was deducted for burnt-out bulbs and reinstalling the master bathroom sink stop assembly, which was left in its original condition. Moreover, Ultimate Properties had previously received $250 as a nonrefundable part of the deposit.On December 11, 2023, we received a mere $299.35 as a refund, which is significantly less than the original deposit.We believe these charges are unjust, and we request a thorough investigation into this matter to ensure a fair resolution and adherence to tenant rights. Your prompt attention to this complaint is highly appreciated.

  

  Business response

  12/26/2023

  If the customer would like to dispute the security deposit move out calculations, then he can send an email to ************************************ Our disputes department will look into the situation further and provide a response.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ultimate properties allowed my family to live in a house filled with sewage back up for 4 days. When they finally made the repair they found rocks and debris down inside the clean out drain. The clean out drain was not capped allowing rocks debris and trash into the line. Ultimate properties alleged the vendor told them I told him my children put the rocks debris and trash in the line. This was a down right lie made up so they could charge us for the repair. They also alleged my family flushed wipes down the toilet they found 4 wipes. The wipes were not the cause it was the rocks debris and trash in the line.This house an older home the only thing we have flushed was toilet paper and sometimes you can't even flush toilet paper. When they finally came out to make the repair they sent one guy in 100 + temps to dig up the line. The poor guy over heated and I had to bring him in the house gave him ice and a cool rag. He couldn't finish the job because of the heat and he had no help. The second day they sent 5 guys out to do the repair. They are changing us ***** for the repair. I asked for the carpet in the main bathroom to be replaced due to sewage leaking onto the carpet. I was told they would have the carpet cleaned and sanitized. The carpet is a biohazard and needs to be replaced but I'm sure they won't. The carpet is at least 10 years old and this company is known for patch work and temp fixes. I have so many pictures and documents showing repairs made by this company. All the flooring needs replaced. The roof needs replaced, it has foundation issues the pool deck and pool needs resurfaced. The kitchen cabinets needs replaced the house smells like mold. All of issues have been documented and never repaired by ultimate properties. They also changed us $150 a month for pool service and our pool would turn green on a weekly bases due to the pool company not adding enough chemical. We had to spend an additional 100+ a month to keep the pool swimmable. Shame on you.

  

  Business response

  08/24/2023

  Hello ********, 

  Thank you very much for bringing this to my attention. I have looked further into your situation and I have refunded you the repair charge. I sincerely apologize for the inconvenience and frustration this has caused you and your family.

   

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented from ultimate properties for the past three years. The company would not let me rent month to month. So in May of 2023 I had to break my lease due to purchasing a new house. I cleaned the house from top to bottom. Paid for landscapers to clean up the front small yard. I took pictures of the house prior to leaving it just in case they attempted to charge me. On June 21st I received my final bill included in the multiple move out fees that are blatantly incorrect. They total ******** dollars please see attached document. This company is preys on the poor and non-informed.

  

  Business response

  01/02/2024

  This customer sent us a direct response as well regarding the move out fees. After reviewing the account, we were able to come to a solution. The customer paid a portion of the balance owed and we adjusted some of the move out charges to bring the remaining balance to zero.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moved into a home that was originally managed by metropolitan realty, there was a issue with the ac unit causing it to rust the metal pan underneath and cause a leak in the ceiling in my hallway. Metropolitan then transferred property management to ultimate properties in which the ac unit was not fixed. I was told by metropolitan that I would be compensated for the time I had an unlivable unit as the ac had to be off to prevent further damage. Around august 14th 2022 the ceiling collapsed on me while walking down the stairs due to the water leak from the ac unit. I made several attempts to contact someone until they were finally able to send someone out on September 20, 2022 to fix the problem, although the put a new metal pan under the ac unit they did not address the mold in the ceiling due to the long term drip coming from the air condition unit. When contacting ultimate properties I had spoken to ******* in which she told me that ultimate properties would not compensate me for the time I had to be out of the home because they do not have money. I asked if my rent could be pro rated if they do not have the funds and was treated with hostility for an issue that was not my fault. I have been charged late fees every day even after being promised by ******* that she would adjust the late fees on their portal so that I could at-least make my current month of October rent. There still has been no adjustment and I cannot get ahold of anyone after leaving several emails and voicemails.

  

  Business response

  11/01/2022

  Ultimate Properties is not sure what happened with the other property management company, but we are going to give the tenant $1000 credit to help with their situation.  Rent is owed like normal.  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Water damage started to appear in one bedroom on the ceiling. It ran down the wall behind the paint, causing it to bubble and get sticky. I immediately told Ultimate Properties my issue. They gave me the number of a vendor that says he's in ********** (we're in AZ) and he doesn't work for them anymore. So I called Ultimate Properties back. They said it wasn't likely that what I said was true (???). This morning the leak has spread into the other bedroom on the ceiling. I asked them to fix this before mold forms and the one bedroom is becoming unlivable. We're almost at 10 days since I made a claim. They replied again, and said the vendor was still there and will get to me whenever he's back in town.My children live in both of the rooms effected so I cannot understand why I cannot get their help instead of a run around.

  

  Business response

  07/14/2022

  We have ************************** contacting the company to go out and look at the roof damage and give a scoop of work for repairs.  Ultimate Properties is looking to get this repair done ASAP!  With all the rain recently, roofing company's are backed up but we keep following up and will get this roof repaired.  This repair should be resolved by next week.   Please contact the office manager anytime if you are not getting a response from the maintenance department.   ****** Mully  ,  *************************************** 

  Customer response

  07/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response 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.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kings Property lease. Our lease was up 3-30-22, we turned keys in and still have not received the final close out and deposit. We have made repeated requests for them to mail us or fax us or email the final breakdown to no avail, we still waiting for our close out paperwork. It's now the end of June, 2022. Is there a law that states they have to respond with a certain time line? They keep saying it was mailed out, yet we have nothing from Ultimate Property Management. Why can't it be sent as they sent the lease via DocuSign? Its ridiculous how many times we've had to call them to request the close out paperwork. This is very unprofessional of them to keep us waiting.

  

  Business response

  06/24/2022

  The tenants move out calculations have been mailed out several times.  They can email the office at ******************************* to receive a digital copy if needed.  

*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. ↩