Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  June 28, 2024 $400 deposit for apartment to Key Management with a $45 application fee. Move in date went to look at the property. NASTY, wasn't clean, had a booger wall, floors were gross. My 22 year old daughter didn't want to move in a nasty apartment so she pulled out. Key never offered to clean the apartment for her either. They won't give her ANY of her money back for their negligence for providing a disguising unit to her.

  Business response

  09/05/2024

  We communicated with *** ******* by email, using the email address provided in the complaint. Below is a copy of the email we sent to her, with the greeting and closing removed. A check was cut today in the amount of $445.00, and it has been placed in the mail to be sent out today.

  --Begin copy of email--

  We are in receipt of your BBB Complaint, and want to apologize for this situation. 

  Although the deposit was given to ****** on 6/28/2024, the property sold on 7/31/2024, before your daughter's move-in, and we investigated and confirmed that the deposit was given to the new owners in the sale. However, the old owners want to clear up the situation, and so they have offered to pay out the deposit and application fee, and they'll sort it out with the new owners. 
  
  Please let us know the best address to send the check to. And, to confirm the spelling of the name for the check, is ****** ***** the correct spelling?
  
  Thank you for your assistance with this matter, and again, I apologize that the new owners were unwilling to return the deposit money, and that the unit was not made ready and that they were not willing to clean the unit.
  
  Please understand that Key Management Company is a third party management agent, and so we have no ownership interest in the properties, and we no longer manage this property as of 7/31/2024, and so the make ready for the move-in in mid-August was not our detail, necessarily.

  Customer response

  09/05/2024

  
  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.
  
  Sincerely,
  
  ******* *******

   

  Thank you Key Management and ****** 
  Overly satisfied with this wonderful outcome! 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After moving in to one of key managements properties I developed pneumonia. A week after my diagnosis I was in the hospital due to my symptoms not subsiding even after antibiotics. The doctors asked if there was something at home I was being exposed to that might be aggravating my symptoms and not allowing them to resolve even with treatment. A week after that my 10 year old that lives in the basement was diagnosed with a case of pneumonia as well. Neither her or I have a history of lung problems or pneumonia and have never been diagnosed with it before. The house was listed as a “no pet home” and after moving in we discovered dog urine and dog hair in the carpet everywhere. When I called the property, alexius said that she knew there was dog urine but they had it shampooed. I explained I was allergic to dogs and asked for the carpet to be replaced. Even offering to front the cost myself. She said that the owner of the home refused. I told her I have 2 very young kids that roll around on the ground and she said that simply wasn’t her problem. I found black mold in the basement and inside my dishwasher when I took it apart and when I called the regional manager she asked if I ever considered cleaning. I was in tears and said my daughter and I are both developing lung issues and I was scared for our lives living somewhere I suspect black mold to be an issue in. She said I could pay 2 months rent and break my lease but under no circumstances would she let me leave without penalty. 7/1 She promised a moisture test within 48 hours July 1st. 2 weeks later there has been no one sent out and no further communication from key management to check and see if our health problems caused by their property was better. My daughter is now waking up with swollen eyes and is having severe difficulty walking up and down the stairs due to her breathing difficulties. I want out of the lease without penalty to save my children from further harm by living in this property.

  Business response

  07/19/2024

  We are working directly with the resident regarding this complaint. Moisture testing was performed in each room, and moisture levels are within normal range in every room of the house. There are no signs of leaks or other issues. Regarding the photo, the resident needs to perform regular housekeeping to ensure that bacteria is not allowed to build up in the toilets or other areas of the house.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There is a tree right outside our property that has very long, dead branches. We have been asking Key Management to do something about this for months as it poses many safety concerns. They keep saying they’ll do something and then never do.

  Business response

  07/26/2023

  Dear *** ********
  
  Regarding the tree in question near **** ** ********* **, we appreciate your concern, and arranged for the removal of some limbs which occurred earlier this week. The contractor we have hired will be returning to remove the dead limbs from higher in the tree, and they plan to perform this work in about three weeks from now. We will plan to follow up once this work has been completed. 
  
  Thank you for your patience and understanding

  Customer response

  07/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

*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. ↩