Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BK management took over the business of the previouscompany I was using to rent my property when its owner retired.There have been a number of issues since then:1) I believe there is gross negligence in managing the property. In the past two years alone, I have had four tenants, all four of which have been sent to collections for a total of roughly 5K in missed rents. Further, there has been close to another 5K in damages and repairs over this period. Some of these repairs I not only did not authorize, but explicitlytold the company not to do.2) In addition to this, the management company has -- contrary to the leasing agreement -- been using accounting practices to bill me for utilitiesand then later trying to recover these fees from the tenant. I had sent pages of emails pointing this out only to have BK skirt the issue until they eventually sent out a mass email to all property owners apologizing for this system. It is so obtuse, I have no idea where the matter stands.3) I have recently had the company bill me for the exact same repair that they did less than a year ago. They have not refunded this money whatsoever. This does not even mention the incredibly shoddy quality of the work done. I believe this is wildly improper if not illegal.4) ************ has refused to speak to me at all. I live overseas and they take advantage of this fact. I have asked them to contact me online, and frankly they refuse, even though they said they could respond online (using any means at their disposal, from Zoom to WhatsApp, etc.). I had asked them to inform me if the tenant that was in the building had been evicted. In 40 days, they refused to answer a single (international) call, call back on the domestic number I gave them, reply to emails I have sent, and/or call on any number of very normal and common online messaging and call services. I only found out the tenant was being convicted by calling ANOTHER property management company who looked up this information.

  Business response

  10/15/2024

  Good morning. 

  Mr. ***** is the owner of a property that we inherited when we bought out an existing company. At that time (July 2022), there was a tenant in the unit with a lease end date of September 2022. When that tenant moved out, there were charges for the turn of the unit and $210 of unpaid rent (please see attached ledger). After the security deposit was applied, the tenant owed an additional $651.50 that was sent to collections. A new tenant moved into the unit on 10/12/22 and unexpectedly had to leave the country in April 2023. He left with a balance of $3,675.00, of which $1299 was past due rent and not move out charges (see attached ledger). So to total each of these categories, Mr. ***** is currently owed $1509 for past due rent from these two past tenants and $2817.50 in damages caused by the tenants. Both of these totals are well under the 5K that he refers to in his complaint. 

  There is now a tenant that moved in 5/5/23 and still resides in the unit. I do not know what he is talking about when it comes to finding out someone was evicted. There has not been an eviction granted on this property. We did file at one point in time but it was dismissed prior to the court hearing because the tenant had paid in full. This would explain why he was not notified by BK Management- there was nothing to be notified about. We handled the situaiton as we are obligated to do by terms of the management agreement. With all of this said, it is clear that Mr. ***** is unaware of the actual facts surrounding this unit. He stated that we have had four tenants in the unit. We had the one that came with the unit which we did not contract with, one that moved in and had to the leave the country, and the current tenant. This is completely normal turnover for a property of this class. 

  As for the repeated billing for the same issue, you can see the continued correspondence on this matter in the attached email from last week. As the email outlines, he was not charged for the last maintenance order - even though we do not feel it was a "repeat" or that anything was completed incorrectly with the previous work. It was simply an ongoing issue due to not realizing the issue was not due to a leak, but rather the unit itself not having the proper ventilation and wrapping on the plumbing. There is nothing that is owed to Mr. ***** by BK Management related to these repairs. I am unsure what Mr. ***** is referring to when he states that he has not been able to reach us in 40 days. Obviously we have been corresponding via email. I am not sure who he requested to zoom with him, but it was not myself or anyone in the corporate office. As far as special apps and what not, we do not use those apps or devices- which Mr. ***** is aware of. We keep all written communication within our software. 

  Mr. ***** has chose to end our management agreement as of 11/1/24, which we are happy to agree to. 

  Customer response

  10/16/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *****
  
  I do not accept this response for the absolutely blatant lies that BK is committing. I do not know how a business can lie to me and lie to institutions such as yourself and still be allowed to do business. I will try to outline this clearly and succinctly.

  
  1) BK LIES ABOUT HOW MUCH DAMAGE WAS DONE AND HOW MUCH IS OWED
  BK is lying about how much previous tenants owe or are so grossly incompetent I am left without words. I have attached a single owner's statement from April to May of 2023. You can see the repairs they charged me for $3,950. The total number of charges for this month alone totals $4,429 dollars. This is one month's worth of fees BECAUSE OF DAMAGES. This does not take into account the missed rent from this tenant as well, not to mention the previous damages and missed rent from other tenants (including the current one).

  
  2) BK ACTED COUNTER TO / BROKE THE LEASE AGREEMENT AND CHARGED UTILITIES TO ME
  The additional roughly $500 worth of these charges is from them billing me, the landlord for the utilities. This is completely contrary to the condition stated in the lease, which I can also attach that says -- as is the standard in the entire industry -- that the tenant pays for the utilities. I have attached the current lease to verify this.
  The entirety of these utilities which were billed to ME AGAINST THE ***** OF THE LEASE resulted in the massive amount of the fees that were sent to collection. ** will collect late fees for themselves, pay themselves commissions, have me pay for the utilities and then when the tenants don't pay send them to collections. Therefore I am trying to cover not just rent that they haven't paid, or damages caused, but also countless amounts (I cannot even tally it right now) due in utilities that they improperly charged for me.

  
  3) BK DOES WORK AGAINST MY WISHES AND CHARGES ME EXORBITANT AMOUNTS
  I have attached both an email correspondence with BK from a year ago regarding the above charges as well as an email telling them NOT to do work on a shed that was in the yard. BK, against my wishes, removed this shed and charged $800.

  
  4) BK CHARGED ME MULTIPLE TIME FOR THE SAME WORK, DOES SUBPAR WORK, AND REFUSED TO COMMUNICATE DETAILS ABOUT THAT WORK
  This is reference to the ceiling repair and leak mentioned in my original complaint. You can see in the attached ledger repairs for the ceiling, mold removal, etc. that BK had done charged May 2023. They again charged $400 dollars this last may for the same repair. And are referring to a third repair that they did in September.
  First, there is no excuse that repairs of this magnitude are done and need to be redone within a year. And they think they are doing me a favor for not charging for the same half a thousand dollar repair three times in roughly a year.
  Second, I have attached a photo of this property. The repair is disgusting looking. It is the biggest eye sore I have ever seen and obviously not done by a professional whatsoever.
  Third, when I press BK --AND I HAVE ASKED FOUR TO FIVE TIMES -- who did the repair, they REFUSE to answer. I assume it is because it was them or something done under the table and they will not be honest about.
  
  5. BK WILL NOT COMMUNICATE AND GENERALLY LIES OR AVOIDS EVERYTHING
  Just as I had asked them multiple times, who did this repair and to this day they refuse to answer, I had similarly asked them who handles the collections for the multiple tenants who have been sent to collections. Shockingly, they would not communicate this to me for roughly a year. Further, as I asked multiple times if the previous tenant had left the country, they lied and said they did not know. Surprise, surprise, their response to you was the first time I found out (as I knew and they knew) that the tenant had to leave the country in an emergency.
  In terms of communication, I had emailed BK several times over the past 40 days to receive to response. I had called them internationally repeatedly and left messages. They never returned anything. I had my mother call as she lives locally, to whom they would not respond to, and as I had asked SEVERAL times to both ***** ***** and Jacob ******** to call me on Zoom or Teams or WhatsApp or anything for that matter as I am currently living overseas, and they have flatly refused.

  6. *************** STAGGERING NEGLIGENCE AND INCOMPETENCE WITH REGARD TO THE CURRENT TENANT

  BK says that the current tenant was not evicted, and I don't know what I'm talking about. Well, I didn't know anything to begin with as ** did not notify me that they filed an eviction despite me saying repeatedly that I needed to know this information for banking purposes. Why they did not tell me absolutely baffles me beyond the fact that they don't want to own up to their gross mismanagement. I only found out about this eviction because I contacted another management company in the area. 

  Secondly, the tenant as of October 16th, has STILL not paid any rent for October. I would be shocked if BK files the proper eviction paper work this month, yet again. Why they dropped it in the first place is again beyond me.

  
  

  Business response

  10/21/2024

  In response to *** ****** continued accusations and badgering, I have attached multiple documents to help support our position. These include the letter sent to all owners outlining the utility program and how it will work and that owners will see utility charges but also utility payments, a copy of an owners statement that shows the utilities charges and credits, ledgers from the past tenants showing that BK is not lying about what has been charged to the tenants and what is outstanding at this time, and emails showing that when a question was raised about the collections process, he was given the name of the company and account number for the case. 

  *** ***** should realize as an owner that not every single cost associated with upkeep on his asset can or should be the responsibility of the tenant. Legally, we can only charge the tenant for what they caused- not routine upkeep, upgrades, or maintenance that was not due to the tenants negligence. *** ***** spoke about the shed that he did not want us to repair. The city deemed it a safety hazard so since he did not want it repaired, it had to be removed from the property. Again, this is his asset, so the removal is his cost. BK Management is simply the management company so we would have no responsibility to cover the cost of services for *** *****. 

  *** ***** mentions that he has asked both ***** and I multiple times to Whatsapp or zoom with him. I have no clue what exactly ******** is but our company does not use that as a form of communication. I also do not have any correspondence personally with or from *** ***** where he inquired about corresponding in any fashion other than email. 

  As far as the tenant being evicted, if the tenant pays prior to the court hearing, the hearing is dismissed. That is how the law works. I am unclear of what *** ***** is referring to when he talks about BK filing the correct paperwork and so on. Incorrect paperwork has never been submitted. We follow the same eviction procedure for all 2400 properties that we manage across ******* and ********. Owners are notified once an eviction goes through- not when an eviction is filed. 

  *** ***** has chose to end the relationship with BK Management as of November 1st and we have no objections to that. We are happy to assist *** ***** as his asset is moved to another management company. 

  Customer response

  10/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  As usual, BK is being wildly dishonest in their last response. Let me begin with this quote from one of their response:

  So to total each of these categories, Mr. ***** is currently owed $1509 for past due rent from these two past tenants and $2817.50 in damages caused by the tenants. Both of these totals are well under the 5K that he refers to in his complaint.
  

  Im happy to have them give this fallacious number on record to the Better Business Bureau, particularly as I have contacted the Attorney General as well and will continue to pursue this matter via all channels. I do not know how ** thinks they get away with lying,but I dont expect them to be competent enough or honest enough to do otherwise.
  

  Let me contextualize my badgering to BK. First,please look in the SINGLE owners statement from 18 Apr ******* May 2023 that I had previously attached. On this statement ALONE, the expenses total $4,429.86.This is a single months statement from a single tenant. Their calculationthat the tenants only owe $2817.5 is an outright lie and/or their use of some very creative accounting and/or their practice of REPEATEDLY charging me for fallacious charges. I will come back to these fallacious charges later on.
  

  Let me explain this one other way. For the entirety of 2023, I received $7,074.58 in payments from rent. However, from the attached 1099 form, you can see the propertytook in $15,154.85. Simple math will tell you this means I received LESS THAN HALF the rent taken in. It is an $8,080.27 difference. I can only be shocked at this: BY GOD, THIS SHOWS BKS EXTREME INCOMPETENCE.

  Even counting out BKs 10% commission, this shows I received 7 thousand less for the year than expected. AND LET ME HIGHLIGHT THIS AMOUNT IS SEPARATE FROM THE MISSED RENT/COLLECTIONS AMOUNT. THIS IS OFF THE 1099 TAX FORM OF MONEY ACTUALLY COLLECTED. How can BK justify charging over 50% of the taken rent for repairs? AND ALSO CLAIM THESE REPAIRS ARE NOT THE ***** OF THE TENANT?Perhaps even they may comprehend why I am badgering.

  
  Moving on, I did not say BK held ME accountable for paying utilities, full stop. I said they charged me before charging the tenant. You can see this in the attached owners statement as well as every other owners statement (which I can also provide).

  
  What BK does, therefore, is charge the owner the utility charge and HOPES to later collect it from the tenant. This is contrary to the lease. Should tenants pay, yes, this would come to me. But as you can see when I am not given almost 7K of rent for the year AND I have close to 5K in back rents and damages (over two years)this only contributes to the thousands and thousands lost under BKs extreme dishonesty, mismanagement, and god knows what else.

  
  Ive also attached BKs apology regarding utilities they sent out to all owners earlier this year, clearly stating that there was something very wrong with their utility practices, stated in their own words.

  
  Im glad BK brought up the collections agency as well. MY original statement was that I had to ask about ten times before they provided me this information, over the course of about half a year. They want to ignore what I actually said and pretend I said something else. But I am happy they bring this up because this is very similar to me asking AT LEAST ten times who did the repair work in the house, which I am sure ANY actual company would be embarrassed to have posted online as it is quite literally the most shoddy, cheap work I have ever seen done on a house. I HOPE with all my heart that the Better Business Bureau publishes this response as I find it a moral imperative to warn other homeowners of this company.
  

  In fact let me ask YET AGAIN under the eyes of the BBB: Who did the (embarrassingly shoddy) repairs?

  
  In this event, I have now asked THREE times documented in this BBB response who had done the work on the house? I am sure ** did the work themselves and do not want to admit it. It is just one more area in which they are incompetent and FURTHER charge homeowners exorbitant prices only to have the work last a few months, and the cycle repeats itself. Its a good fleece to get hundreds if not thousands. Well,it would be if it werent so obvious.

  
  As I move down their response, I would like to quote another INCREDIBLY condescending response they provided to me, namely: Mr. ***** should realize as an owner that not every single cost associated with upkeep on his asset can or should be the responsibility of the tenant. Legally, we can only charge the tenant for what they caused- not routine upkeep, upgrades, or maintenance that was not due to the tenants negligence. Lets revisit the $5000 worth of damage that was caused by the tenant and that they just lied about in their response to you, the Better Business Bureau. So is routine upkeep,upgrades, or maintenance that was not due to the tenants negligence include in a SINGLE month:
  

  Replacing lock box/door knobs, removing deadbolts from the screen door, replacing the kitchen faucet, mold removal, retiling the living room ceiling,drywall repair in the bedroom, securing staircase ********, replacing toilet seat, securing the bathroom vanity, replacing the bathroom sink, replacing the faucet, replacing bedr

  
  Oh, but here I have to stop my direct quote, because in the owners sheet they gave me, there were SO many repairs, they literally couldnt even list them all. And sure, I know that as a matter of routine upkeep I have to replace all doorknobs, sinks, faucets, repairing drywall (you know how drywall just keeps crumbling on its own), and so on and so on and I can not stress this enough so on and so on

  Another example: there is a roughly $2000 charge to repaint the house.I know it is entirely regular to spend 2K EVERY TWO YEARS to repaint a property. Does this seem normal and justified? Do they charge every owner 2K a year to paint or just me? I'd love to know.

  Lets continue, whoever is responding to BK has no idea what WhatsApp is. And good for them, they are proudly out of touch with reality on many fronts, why not here too. They can pretend they have no idea what Meta is, what ******** is, I dont care. But what I said, was to contact me on ANY platform take your pick: WhatsApp, ******** Messenger, Zoom, ********* TeamsI can keep going, but it does seem SHOCKING to me, and just shockingly disrespectful that in the Year of our Lord 2024, after we all went through Covid not even five years ago, somehow, in some way, BK just cannot contact me overseas. Sure.

  
  And then lets talk about the current tenant and the matter of eviction, which they also proudly bring up. The date is currently October 27th, 2024 as I wrote this, and yes, the tenant has not even paid HALF of the October rent. Has BK evicted them? Have they filed for it? I am sure they have not.
  

  And I even sent them a request to do repairs on the property that my insurance company asked be done last July. Have they done them either? I am sure they have not.
  

  As I said, the incompetence, negligence, and probably outright deceit of this company, a company that repeatedly lies to the BBB in their responses as I have demonstrated, should not be able to prey on people this way.

  I am asking the BBB, PLEASE, PLEASE publish this correspondence if nothing else.

  Regards,

  
  ******* *****

   

   

  
  

  Business response

  10/30/2024

  I would like the BBB to look over everything submitted and all correspondence from ** and determine how to move forward. We do not have anything else to say to Mr. ****** It would unprofessional of us to continue arguing back and forth. We have communicated, provided supporting documentation, and stated the facts. Thanks 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I moved in, my lease said I was responsible for all utilities. I asked what that meant, and was told it meant gas and electric ONLY and I was given the service providers and set up services with them. 8 months into my lease, BK Management informed me that I was now going to pay water, sewer and trash through a service provider they set up. My apartment is in a building with three commercial businesses. No water meter, no explanation of how any of the charges are divided. I asked for one, and was never given an answer, other than you lease says all utilities. Today I got the first bill and it is due in THREE DAYS. I didnt get any notice of this until today. The new bill requires me to pay a $30 account creation fee. I am not renewing my lease, which expires in May, but will have to pay this one time fee of $30 three months before I leave, and no one will explain how they came to these charges with the other properties at this address, which again are businesses. These new charges come MID lease and date back to November, which is also arbitrary. I repeatedly asked when this would start being due and how much it would be and they never answered. This may be legal but its not ethical.

  Business response

  03/19/2024

  BK Management apologizes for any miscommunication involving utilities. We have been working with a 3rd party company to assist us in managing all of the utilities for our 2200 properties. We have discovered that this 3rd party company is not working out. All tenants were notified last week that our processes will be changing. This should alleviate all of the frustration and situations such as the one experiences by you. We would like to deeply apologize for any miscommunication during this time and we look forward to our processes improving. Thanks 

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The ad for my apartment is attached. It clearly states that I am responsible for electric and gas only, so adding water, sewer and trash to my costs mid-lease and saying that your legally binding lease says all utilities is misleading and bad business. The third party for utilities also charged me $30 to open an account with them, which now was for one month only, and they wont refund that money now that they have cancelled that contract. But regardless of the third party company, I should not be paying these utilities at all, especially since I am the only residential unit in an otherwise commercial building and they have yet to show me how they determine my portion because they go by square footage, but a dance studio is below me, which is full of students and parents. There is NO water meter, and no explanation of how the charges are divided. PLUS, they clearly are in bad faith with the advertisement for the unit.

  
  Regards,
  
  ***********************************

  
  

  Business response

  03/19/2024

  I am not sure what you are looking at. I have attached the marketing description that I literally just copied off of the website. You can check for yourself at bkmgmt.com. What you provided may have been a marketing description from a couple years ago but definitely not how it is marketed today or when you leased the unit. I have also attached your lease which, in section 10, clearly states that tenant is responsible for ALL utilities. Because we were transitioning to a new 3rd party company, there was a lag in bills hitting the tenant portal. There were several months tenants were not even billed for. However, if you wish, I can go back and be sure you are billed for all of the months you lived there, as your lease indicates. I am not really sure what you are complaining about at this point. You lived utility free for several months and now you are upset. 

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  That IS the ad I responded to. I took the apartment over another one because of the utilities. And you changed the script. I also verbally confirmed. Are you now threatening me with more fees? Wow.
  
  Regards,
  
  ***********************************
  

  Customer response

  03/19/2024

  Attached is proof that I was told I would only need to pay gas and electric and now they have added utilities and are saying that was never the case. 
  

  This is BK Management. They are just lying. What can I do?

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Per the lease, the premises was to be delivered to me in clean, move-in-ready condition - the unit is infested with cockroaches and black mold, as I have extensively documented- I would like a refund sent via check by mail to ****************************************************************** please.

  Business response

  03/12/2024

  ***** took possession of the property and the next day started harrassing (calling over and over hundreds of times in a day, emailing nonstop) our entire company because she said there were roaches and mold. She did not give us a chance to even look at the issues to remedy them. She simply demanded her money back. Per the law, landlords must get a chance to fix any issues. Our maintenance team arrived the next morning and found one dead cockroach and some soot on the kitchen ceiling. There was no "black mold" and there was no infestation. Units are routinely treated for pests between tenants. So it seems a random cockroach came into that unit from another unit or outside, came in contact with the pesticides, and died. ***** did not take the proper steps in reporting the situation or allowing us to remedy it. She instantly chose not to move in and then spent over a 24 hour period harrassing our company, to the point that we contacted the local sheriff's office and submitted documentation regarding her call history and email history. After that, law enforcement advised us not to communicate with her due to her harrassing behavior. We have informed ***** that she is welcome to obtain legal counsel and communicate with us through those channels. 

  Because ***** did not follow proper protocol according to the lease and law, her security deposit will not be returned. The lease outlines that if someone chooses not to move in, the security deposit is forfeited and the tenant must find a qualified replacement. 

  Thanks 

  Customer response

  03/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  The statements made by the business are simply not true. I got keys on Valentines day, immediately documented and notified business of ***** infestation through the app, they said they fixed everything in one day, I gave it the weekend as a courtesy. I returned to the unit Monday February 19th and documented the problems were not resolved, returned keys to ************** office (documented) and asked again for a refund, she said ver batim "It's not gonna happen." The following day I was notified that out of the goodness of their hearts they found another poor soul to sublease the ***** motel to. I told her absolutely not, the unit is UNINHABITABLE and should not be occupied by ANYONE. I again reiterated I wanted my money back and I could not get a response from anyone. I've been robbed of $1200 and lost my job because of all this. Absolutely disgraceful. You should all be ashamed of yourselves.

  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a tenant under BK Management at **************** #5 for 2 years. In that time, i paid my rent regularly and took care of my apartment and surroundings. I had paid $700 in move in fees - a $600 security deposit and a $100 administration fee.I am still disputing the other charges on my account - there is no evidence or receipts provided about the clogged toilet or sink. When I vacated everything was in working order and I was told they snake sinks in between tenants. It looks like they are trying to foot the routine maintenance bill onto me. As far as the $150 cleaning fee goes they sent me a picture of a microwave that needs a wipe down and pictures of the hard water stains in the sink. This is not $150 worth of damage.I acknowledge owing the $150 carpet cleaning fee and $28 drip pans. However, BK Management is wrongfully keeping most of my security deposit.I was told in one of the emails that they are not, we are not trying to come up with charges just to keep your deposit, but then why havent I received the $20 check they acknowledged they owe? The company clearly did their math wrong and are now trying to keep the $600 anyway.I have made every effort to work it out with them, I tried to meet them halfway before coming to the BBB. I am hoping we can come to a resolution and I get my $422 back to me. If not, I will be contacting ****, Sheth, and Patels LLC in *********** that owns the company before pursuing legal action. This is a lot of money for a company to not have justification for keeping. My hope is we can figure this out before I have to take further action and BK Management will do what is right. My most recent email went unanswered and most of my other emails were answered in a rude and condescending tone including one where I was told, this dispute is over. (My full complaint about them keeping $422 of my security deposit with no explanation is attached - this is the back half.)

  Business response

  12/07/2023

  Good morning. I have had a chance to review the complaint. We have been working continuously for over a month with this tenant on his move out charges. We have provided photos galore to demonstrate the need for the services provided. I am not sure how he would like us to prove the toilet was clogged via photo. However, there is a photo that I attached that shows standing water in the sink which indicates a clog and we found that was due to improper use of the garbage disposal. Tenants are charged for anything not present at move in that is not normal wear and tear. If the disposal is used correctly- it would still be working. 

  We have explained multiple times to this tenant that service providers have a minimal charge for showing up at a unit to provide a service. Cleaning crews will not show up for less than $100-$150 (depending on the area and time of year). As the attached photos show, there was more than just a microwave that needed cleaned. The toilet was disgusting. The walls and baseboards surrounding the toilet were filthy, the stove/oven needed cleaned, etc. The tenant accused us of making up charges to keep his deposit. That is when we replied that we are not trying to come up with charges and everything we charge can be justified with photos. 

  I understand that tenants get upset when a portion of their deposit is not returned and/or they owe more on top of the deposit. However, we provide very clear instructions on how the unit should be returned in order to avoid charges. When tenants do not follow the instructions, they unfortunately assume the responsibility for the services we must seek in order to return the unit to move in ready for the next tenant. 

  Thank you for taking the time to hear our side of the story. I am happy to provide further explanation or photos if necessary. 

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  1. The balance currently owed to me of $20 - please see attached emails that show them taking off charges. I know they have said multiple times that they are not trying to make the charges match the $600 I paid in security. Based on the charges they have taken off and not trying to give me the balance due ASAP - it is clear they are trying to keep every ***** of my security deposit.

  2. How the sink and toilet clogs were caused outside of normal wear and tear - I have not used any of this is in a negligent way. The only thing that went down the toilet is toilet paper and waste.I had a jar on my counter for any grease so that none of that would go down the sink and cause any issues. We had an issue with the drain in July 2022 and the sink was snaked and working fine - it stayed this way until I moved out. What came up the sink was coffee grounds and I have a keurig so it was clear that it was not properly cleaned between tenants. Im not sure if they got all of the debris out when they snaked. I was also told they snaked between tenants - its clear what they meant by that is they try to stick the previous tenant with them making it move-in ready for the next tenant. 
  
  As far as move-in ready - I left this unit how it was left for me. It was not spotless when I moved in. There were lightbulbs that were out. I had to call maintenance immediately upon moving in. 
  
  One of the photos of the stove can be completely disregarded. I have agreed I owe for the drip pans.
  
  The other photos go with the cleaning fee. However, there is absolutely zero justification for the sink and toilet. I havent seen any kind of proof that I did anything wrong to cause this damage. If I still lived in this apartment and was experiencing a clog with either, I would call maintenance to fix it and NOT expect to be billed. I truly cannot comprehend how this fee falls on me and how the property management company collects this money with NO PROOF. 
  
  The fact that a company is pulling this in a college town - where students have little resources to fight this outrageous charges is nothing more than predatory. The fact that this started at over $1100 and BK very quickly managed to drop it to the exact amount my security deposit is everything you need to know here. They are taking advantage of the community they are pretending to serve.

  I have attached the 4 emails showing how we get to the $580 figure (BK owing $20 to me.) I have also included an email sent to try to get me to stop my dispute. It is not fair to keeps somebodys hard earned money with no justification. I am beyond disappointed with this business and how they deal with their clients. There is nothing to suggest I was not using the sink or toilet properly. 
  

  Again, I agree to pay for the $150 carpet cleaning, $28 drip pans and some portion of the cleaning fee. I do not deserve to be billed for the maintenance of a property.

  Regards,
  
  ***********************************

  
  

  Business response

  12/20/2023

  Our position remains the same. I have nothing else to add. I have supplied all the necessary photos and proof required. The claims are preposterous and this tenant simply does not want to be held responsible for the condition in which we received the unit. For further verification, if you live in the unit and the toilet or sinks become clogged, that would be charged to the tenant unless it was found to be due to roots in the system. That was not the case with this unit. Thanks n

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nothing has been done to get rid of the insect (cockroach) infestation or the black mold in the whole apartment. A fire alarm in the living room does not work. Base heater in kitchen is wired wrong. The lease is in effect until October 16th, but yet we have to be out before that time. We've always paid rent on time.

  Business response

  09/05/2023

  The work order was put in on 9-1, the pest control specialist reached out to her the same day to schedule the service.  She has to be home because she has dogs so the earliest day that it worked for both of them was Tuesday (today).  Unfortunately, the contractor meant Wed but mistakenly said Tuesday because of the holiday. He has reached out to her to correct the issue.  The water damage and mold is assigned internally, and the tech has contacted the tenant to schedule but has not heard back from her yet.   Attached is a screenshot of the conversation between the ******************** and the tenant.  You can see that she was contacted the same day that she made the complaint about the insects.  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out on June 28 2023. They refuse to give me my security deposit back. They keep confusing me with other tenants in other buildings. I have been speaking to ***** who just leaves me on hold over 30 minutes I am on public aid and homeless now as I need the money to move..

  Business response

  08/23/2023

  I believe she may have the wrong company.  We are a property management company but I don't show this person having ever been a tenant.  I also don't have an employee named "*****".  If I can get the address the moved out of, I can investigate further.  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The full complaint is attached to this filing in a word document.

  Business response

  09/07/2023

  I will address the issues of note here.  

  Stolen Money. Attached is a ledger of every charge  and every payment made by **************** and *** since 1-1-23.  You can see there are no irregular charges or irregular payments.  BK Management has no control over the tenants online payments.  We can't draw money either from a credit card, or a bank account.  Every payment must have authorization from the tenant.  

  Getting kicked off ***. **************** was asked to vacate his unit at the termination of his lease on 7-31.  Because this request was made on **** and the *** lease (which supersedes ours) requires a 30 day notice.  **************** was asked to vacate ****, which he did.  If the lease violations reported to *** by BK Management triggering the notice to vacate prevent *************** from getting future *** assistance, that is something that needs to be addressed with ***.  

  Deposit refund.  By Indiana law, we have 45 days form the move out date (****) to send a detailed list of charges against the deposit as well as a refund check if their is one.  That would be **** in this case.  **************** is correct that after move out, the unit was cleaned and reasonably ready to rent and that would indicate the potential for a full refund of his security deposit. On the attached tenant ledger you can see that August rent was overpaid by ***.  We are awaiting word from *** as to whether that money should be refunded to *** or *****************  We will have that answer well before our **** deadline and the appropriate amount will be refunded to **************** via the forwarding address provided to us at move out.  

   

   

  Customer response

  09/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Clearly the office does not pay attention to details at all.
  
  You didnt show the complete ledger on here like we did since the theft without knowledge was done prior to January 2023. The money wasnt stolen directly out of bank account.  It was stolen out of payment account with BK where it had been paid ahead and had overage and they put fake late charges on the account and took the money from there. This actually violated the *** lease in 4 ways in this one action.  For starters they cant charge a late fee (fake or real) for ***s payment being processed late.  Secondly, they cant charge late fees until the 6th not the 4th like they did multiple times.  Thirdly they cant charge over $75 in late fees in a month (which they charged $280 in fake fees).  And lastly stealing money out of account with fake fees when he was paid ahead over $300 is a violation/theft.  That was done without knowledge of it since it really was never late -- never received any emails,texts or phone calls about that money being taken out. They just added the fake fees and directly took the money out of BK account not directly from bank account.  Attached is the page where is shows the fake charges and money taken out.  *** lease page that shows those violations
  
  Clearly, they didnt look at the details and see that the lease was until 8/31/23 not 7/31.  So that part is a complete lie. And technically the *** lease calls for a 60 day notice when not renewing the lease.  Attached is the first page of the regular lease that shows the lease didn't end until 8/31/2023 showing they are lying about it ending on 7/31/2023.
  
  I will wait until the September 23rd date when I get letter addressing the deposit/money stolen and ***s overpayment to see if it is acceptable or not. I have no problem checking with *** about the over payment myself too.  Especially since BK has lied repeatedly and I do not trust them to do the right, fair and moral thing. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  They are bribing their ****** reviews. They are a terrible management company, but you get what you pay for. I am reporting this because they bribed their residents with a "free rent raffle" for five stars on ******. I don't know how to report this to ****** and frankly, they are just a disrespectful management company that takes advantage of college students.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My name is *************************** I live in *************************************************************************************************** I have a bed bug problem that's pre-existent I have 50 carpet in my room that had f**** and urine all on it my carpet hadn't been changed in a year they can't keep managers are maintenance me and not here to get jobs done I have other things that's broken in my apartment that has not been done I put in the order like 3 months ago I cannot live these bed bugs I don't think that HUD should be paying my rent and have to live in these conditions I need something done ASAP I'm 56 years old for the last 2 weeks I've been sick from that carpet being in my room they close that change my carpet last year nothing has been done I'm sick and tired please help me get this done or the next step is calling HUD and tell them to stop paying rent out here they're not getting anything done out here! I've been living out here for 4 years never had problems until 2 years ago when they can't keep management it's killing out here people already don't want to live by her and then to live in conditions that were living in I don't think it's fair I don't think it's fair to hood to have to pay this rent out here hurting needs to come out here and get inspections on these apartments please send her property out here thanks please help me come get this complaint done my number is ************ I have no problem reporting this no problem at all cuz I've been on wait to get this stuff done

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/11/22 it was discovered that one of the apartments in the building I live in had a severe cockroach infestation due to neglect of an empty apartment. Many complaints were filed over the last year over the apartment. Suspicious liquids would leak through the floors into the apartment below. I, as well as many other residents, have been facing health issues due to the managements neglect. The health department has been made aware of the situation. Management has not given updates to tenants on how this situation will be handled. I have included pictures of the abandoned apartment.

  Business response

  10/17/2022

  This situation was just brought to our attention last week. We had no idea that the tenant had vacated. His lease had not termed. Once we were made aware, the situation was taken care of within 24 hours. 

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Cockroach infestation is still an issue throughout the entire building. Company has been rude and dismissive of the severity of the situation when contacted otherwise.
  
  Regards,
  
  ***************************
  

  Business response

  10/20/2022

  The apartment has been cleaned out. Pest control has been to the complex three times in the past 10 days. We have cleaners scheduled to clean the common hallway area. All residents have been notified. There is nothing else BK Management is required to do at this time. 

*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. ↩