Complaints

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Im a current resident that pays $100 for a parking a spot. I had been driving an electric vehicle rental since January while my car was being repaired. I typically charged the car at work, but because of the long weekend, I attempted to charge at a station and left the car at an ev spot. I had not let the property manager know about the rental and the car was towed overnight. I was told by the property manager to send an email with the receipt of payment I had to make to remove the towed vehicle, but my email, calls and follow *** have gone ignored. Not a single courtesy email of receipt or attempt for a resolution has been made which has increased my frustration and . Ive reviewed my lease, which has no mention of EV rules, and emails sent by property managers and I found an inconsistency in the messaging which I will provide if further evidence is requested. Although I understand the need to maintain order on the premises, the towing has become aggressive (I was not the only tenant to be wrongfully towed) and the lack of communication aggravates the issue and warrants a complaint.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Penal code violations by other tenant and ************************* property manager hasnt not resolved this issue it was made aware to her but since the other party is white and I am not she has taken their side every time they don ********* she doesnt do anything and continues to do nothing as they continue to violate penal 647 and other penal codes I feel so discriminated from ***** and her management group

  Business response

  09/11/2023

  Dear BBB,
  
  September 11, 2023
  
  Please accept this response to the consumer complaint ID #******** we have received via US Postal Mail on September 8th.
  Please note that although your complaint notice is dated August 23, 2023 requesting a written response within 10 days, we were not given that opportunity due to the postal delivery date.
  
  We are landlords to the complainant in this matter. The complainant has, on a number of recent occasions,complained about bothersome behaviors of their neighbors that are also our tenants in this fourplex of rental units. Some of these complaints have been difficult for us to reasonably or effectively address due to the nature of the reported disturbance being either in a grey area of reasonable life activities or outside of our realm of managerial function or authority. One example of an occurrence outside our authority is a recent car damage claim/dispute that the complainant called us and the police about the police department has advised the complainant that they can file a claim in civil court against their neighbor, supporting the sensibility that we, as landlords, are limited in determination of certain claimed actions and behaviors especially when there is much emotion involved in the reporting of a situation. This is merely one of a number of similar difficulties.
  
  All complaints have been personally followed up on in every occasion in a timely manner by our management representative and are documented in our files. Upon determination that a breach of rental contract obligation by any resident has occurred, we will communicate the matter and require the activity to cease, and issuing a lease violation against the offending party if applicable. This landlord administrative action may not always be apparent to a complaining party. It has become apparent to us that the complainant is frustrated that our efforts as a landlord has not provided an immediate and absolute resolution meeting their standard of expectation. There are tenant protection laws that limit a landlords ability to take actions that would otherwise appear immediate and absolute to other parties such as the complainant. This perception by the complainant has caused them to feel that no actions are being taken and that their complaints are not being taken seriously or taking the side of the other resident. This is not the case.
  
  Over the course of time, there is an ongoing concern that the tensions between the residents continue to escalate while the complainant looks to us to permanently resolve behaviors that are bothersome. There are times we have no ability to determine validity or if the behavior would be reasonably considered true breaches of a rental obligation. In our attempts to reasonably follow up and address issues, the neighboring resident has become more frustrated and claiming that we are unreasonably harassing them to the point of impacting their enjoyment of their home.  The growing frustrations have been a contributing factor in our challenges to work through reported issues with all the residents involved.
  
  On August 23rd, prior to any knowledge of this BBB complaint being filed, and in acknowledgement of these resident frustrations, we had decided to take additional administrative steps to address this escalating problem between the neighboring tenants. These extra steps included a telephone meeting with the complainant to explain that we are carrying out our processes within the limits of the tenant-landlord laws.In that phone conversation, we also suggested requesting the help of Project Sentinel to provide free mediation services for all involved parties to see if there can be any inroads towards neighborly courtesy and tolerance of each other. This is a voluntary meditation program available to members of the community. An invitation to be contacted by Project Sentinel has been sent to both parties on approximately September 5th. As of today, we have received acceptance from the neighbor to participate in this process. We are not yet aware of the claimants response to this invitation. Lastly, in that phone conversation, we have reiterated a previously stated offer to the claimant to release them from their term lease obligation if they feel that they are not able to continue living happily at our rental property under these conditions. We wish the claimant to remain our resident however not if they are unhappy. To make certain our efforts and fair and as transparent as possible, we have made the neighboring resident the same offer to be released from their lease if that is an attractive alternative.
  
  I believe we have been successful in encouraging the claimant to work with us by continuing to report any matters that require our attention and to recognize there will be a need for their patience while we perform our professional duties. Our professional experience in dealing with such neighbor disputes are beyond our ability to resolve with immediacy. In order to win a court case for nuisance (if applicable to resolve such an ongoing matter), we need to demonstrate to a court that we have served a number of lease violations against an offending tenant that is in breach of their rental contract for actual nuisance. This will need to be in place in order to satisfy the court that the offending party was given more than a reasonable amount of opportunity to understand and correct any issues.
  
  Since the phone call on August 23rd discussing our actions, limitations along with our additional administrative steps taken, we have not received any complaint or report of disturbances from either resident at this managed location.
  
  ****************************************
  ** DRE License #********
  Director of Residential Management
  Prodesse Property Group
  *********************************************************************************************; 94404
  **************
  *****************************************************
  
  Visit our rental portal at **********************************************
  
  

*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. ↩