Complaints

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please please trust the reviews. We gave them the benefit of the doubt and fell under the same trap. They create charges for services not provided and keep adding charges and asking for more money to be deposited in App Folio which is an app we are unable to get our money back from. I.e. a charge for a leak investigation. None was requested on 3/15, the property has been empty since 1/30 and was just repaired. ******* replied that the tenant is “delusional” and they won’t respond to his request to clarify the charges they added to their security deposit letter. Asked if they had seen the property (indirectly referring the incorrect description in the listing) the response was that there’s no need to see the property. When we were in Albany and asked to visit the office the response was “we can meet at coffee place” and there’s noone at their office address. Contract does not have a list of prices for maintenance and Antonio says that charges are when maintenance is done. Yet charges keep popping up and explanations are not given. Andrew who’s the maintenance person review of the property was poor. I was the one to identify issue he didn’t see and had to hire someone else to do the work. It’s their job to visit the property, it’s their job to communicate with the tenants when they ask for clarification. The contract says they charge $25 monthly to manage the property yet they claim they are working for free. ******* has no interpersonal skills and her attitude shows in every communication. They bait consumers with low fees just to come up with random non explained fees while they are managing the property. This company should not be in business and they take consumer’s money and do not return and make up justifications for the charges. When we ask for explanation for the charges they simply use their “right to terminate the contract” and kept our money. We want our money back. They are not a trusting company and they need to be out of business.

  Business response

  03/19/2024

  While we are sorry that our business relationship with ******** ****** * ********** ********* did not work out, we feel the need to address the several false claims made, including that our team charges for items that we don't do. We would absolutely never do that. In fact, on several occasions, they asked us to specifically perform certain tasks, which we were happy to do for them (like go to the property and check for leaks). We even took into account that she was dealing with a difficult tenant, and discounted our monthly management fee from $95/month to $25/month (as pictured in the evidence they provided). Despite consistently trying to work with them, there was always an assumption that we were somehow benefiting from our business relationship immorally. It is standard practice in the property management industry to collect reserves, and an onboarding fee (which is all we ever received from them). Additionally, it is standard practice to utilize a software system to collect and distribute rents (AppFolio).

  Our office is in a co-working space, as our team is mostly out in the field all day. We prefer not to bring clients to it, because we would have to reserve a conference room, as our office itself only seats 2 people maximum. Our location is 430 Franklin St. in Schenectady. If they had googled our address they would see that we are listed as one of several companies that utilize the space. We made several attempts to reach out to their tenant, and got no responses. He would only speak with them. There isn't much that we can do as a management company if we aren't getting any responses from the tenant. For the first month he wouldn't even let us into the building. We were even comfortable with them hiring their own contractor to turn the unit. We aren't in this industry to scam people and take their money. Had Ms. ****** simply asked, we would have given her the $400 ($100 onboarding fee and $300 property reserves), out of good faith. Just because we weren't a good fit, doesn't mean they need to drag our name through the dirt and come after our integrity. 

  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 that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  We have asked for our money back in this complain and have not received any response from them. Their response is targeting the public records that will remain with the BBB to justify their excuses.
  
  As we had foresee from their patterned behavior, we also made this complaint to support our claims to the NYS consumer protection agency. 
  They did not return our money.
  we have a contract showing they were going to charge us $25 monthly to manage our property while empty yet they claim they “do not work for free”.  They did that because they wanted to. And to try and justify their behavior. We took upon ourselves to do things ourselves, even travel to inspect the property ourselves as their inspection was poorly done.
   Their maintenance person Andrew did not do a good job reviewing the repairs needed and charged us $6600 for repairs and we decided to hired someone to do the job ourselves. They do not do anything but take people’s money for it.We drove to the address provided and no one was there. This has also been reported to the NYS consumer protection agency.

  they never showed our property or made efforts to rent it as contracted. They wanted us to deposit more money stating the property was empowered for two months which is their job to rent and get their payment.

  Their practices have a pattern and the main reason for this complain is to record the data and inform other consumers that the reviews are true. This is not a trustworthy company.

  We asked for our money back in this complaint and they have not refunded us. We want our money back as the whole purpose of them having a contract with us was to take our money. They had no intention of doing any work and they attempted to cancel the contract within a month of taking our money and we have proof in writing that will support our complaint with the NYS consumer protection agency.
  Refund our money!

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

  
  

  Business response

  03/25/2024

  I don’t understand, in the complaint you asked for a $400 refund. We agreed to pay that refund, and now you’re rejecting it?

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have not received any refund yet. They must provide us with a refund in order for this case to be closed in a satisfactory manner. Sadly this company cannot be trusted as why they write publicly does not reflect their actions. We have not received any emails confirming the refund yet. Once the refund is received we will close accept the outcome. 
  
  Regards,
  
  ******** ******
  
  
  
  
  

  Business response

  03/26/2024

  As discussed, here is proof that we sent you a check in the amount of the requested refund. 

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, as well as received an email confirmation from ******* that they are refunding our payment via check. We find that this resolution is satisfactory. 
  
  Regards,
  
  ******** ******
  
  

*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. ↩