Complaints

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On my move in date I was stunned at the terrible condition the Townhome was in. They told me issues would be addressed and its been 4 months and I still have flooring missing from a bathroom, doors you cant shut, holes in ceilings and this is just the top of the list . 99% of the time you get no response when you attempt to follow up on issues. They charge a premium price and issue you a slum to live in.

  

  Business response

  01/23/2024

  In response to the tenant's concerns, Premier Real Estate Services openly acknowledges that the level of service provided fell short of their own established standards. They wholeheartedly recognize that this experience has proven unsatisfactory and are determined to turn it into a valuable learning opportunity while resolving the tenants concerns. Premier is dedicated to ensuring that such issues do not recur in the future.
  

  Furthermore, all maintenance issues reported by the tenant have been addressed, except for a full repaint that did not receive approval from the property owners. As a gesture of goodwill, Premier provided the tenant with paint for any touch-*** they may wish to undertake on the walls and ceilings.

  It's important to note that the tenant has willingly chosen to stay in the home after an offer was extended to release them from all contract liabilities and refund their deposit in full. The tenant declined this offer, indicating their continued commitment to the lease agreement.
  

  Once again, Premier reaffirmed their unwavering commitment to resolving the situation and pledged to enhance the tenant's living experience moving forward.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have caught maintenance twice either entering or trying to enter my apartment without a 24 hour notice that is required by law. I know this has happened more than this and have talked to other residences in my building and another building managed by Premier Real Estate that have the same problem. This is not isolated incidences with this company, it is standard operating procedure. I have also had a hole in my wall that is open to my neighbors bathroom that hasnt been properly repaired from when they replaced my toilet 2-3 months ago.

  

  Business response

  05/10/2023

  Premier's goal is to provide tenants with a positive living experience, and we appreciate feedback on how we can improve our maintenance procedures.  Scheduling service requests is one of Premier's 2023 operational objectives.  Premier strives to follow all legal requirements for entering a tenant's apartment, including providing proper notice. We take any violations of these requirements seriously and will take steps to ensure that they do not happen again in the future. 

  After investigating the matter, Premier found that the delay was due to a combination of factors, including a breakdown in communication, extensive removal of the toilet and vanity, scheduling conflicts, and contractor availability. Premier understands that these issues should have been communicated to you in a timely and transparent manner. As a company, we are committed to improving our communication protocols to ensure that such issues are addressed promptly and effectively.

  However, we understand that this caused some inconvenience, and apologize for any disruptions this may have caused.  Premier has applied a one-month credit as a goodwill gesture to the tenant and is committed to making things right. If there is anything else Premier can do to address the tenant's concerns, please provide the contact information of the corporate office at ************.

  Customer response

  05/11/2023

   
  Complaint: 18684984
  
  I am rejecting this response because:
  Premier Real Estate knew that their maintenance worker ***** was entering our apartments illegally and tried to claim he wasnt. ***** were no breakdowns in communication, Premier Real Estate didnt want to spend any money fixing the hole that they put in my wall. I had a yearly inspection done and it was the inspector who forced them to fix it. Now Im renting month-to-month instead of signing a lease and was told that it would be $100/month more to do that. ***** from Premier Real Estate e-mailed me yesterday stating she was filling paperwork out for this complaint trying to smooth things over with me saying she hoped I was satisfied with it. I expressed that after the time it took to fix it, waiting on an inspector to make them repair the hole they made, the broken shoe rack I was left with by ***** in maintenance and a disgusting mess he left in my bathroom Im not completely satisfied. Today, after the complaints about the situation that I let ***** know I had yesterday, I received an email saying that instead of $100/month month-to-month increase it will be $200/month. That one month credit theyre using to make themselves look better really does nothing when theyre doubling my rent increase. The apartment I live in is barely worth the money I paid every month when I was still on my lease. These apartments are definitely not worth the extra $100 or $200/month theyre asking for to go month-to-month. Premier Real Estate doesnt put the money they make off of the tenants here back into our building anyway. I have attached pictures of the way my bathroom and shoe rack were left for me to take care of. ***** was no attempt made by maintenance to clean my bathroom or anything theyve been in my apartment for
  Sincerely,
  
  *****************************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lived at ********* apartments for 6 months. Upon move out, was charged $107 for a "partial paint" expense that the community manager stated was required due to marks on the wall. The photos submitted as part of the move out inspection can CLEARLY be defined as "ordinary wear and tear" for a tenant residing in a unit for 6 months. After engaging the community manager in several phone calls, she claims the charges are suitable and appropriate since the apartment was "freshly painted" prior to my move in. Under Iowa tenant rights, I have the right to leave the apartment "as is" with "ordinary wear and tear". I should not be held responsible for paying *********** operating expenses, including the repainting of normal wear on walls in a unit. ******************** refuses to distribute the remainder of my deposit, $107. Any judge who views the wall photos "submitted as evidence" of extraordinary wear and tear would agree it's not extraordinary and in fact ordinary and therefore the responsibility of the Landlord.

  

  Business response

  05/25/2022

  Hello Rose,

  Premier has had the chance to review your complaint and would like to apologize for your unpleasant experience. Thank you for taking the time to share the details to allow for additional review. Fair and supported move out disposition charges is something that our team at Premier takes very seriously. Our findings confirmed that the unit was freshly painted prior to your move in and was needed following your move out.  This is atypical for a short-term lease.  However, it is understood that you made an effort to wipe the walls down prior to your move out.  Unfortunately, this resulted in wall discoloration requiring a partial paint to restore the unit to its original condition.  

  Based on your good faith efforts, Premier will refund the $107 to reconcile your dissatisfaction.  This payment will be mailed out today.  

  In the meantime, Premier has shared your feedback with our team and will utilize this in our committment to continuous improvement.

  Sincerely,

  Premier Real Estate Services

   

  Customer response

  05/25/2022

   
  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.
  
  **********************************************

*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. ↩