Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the unprofessional conduct, billing issues, and lack of responsiveness I have encountered during my tenancy at ***************************************** To start let me make it CLEAR, that my monthly payments of $1300, are for my the charges of my RENT, RENTERS INSURANCE AND THE $29 SPECIAL FEE (WHICH I DO NOT SEE ANY PURPOSE OF). For nearly three months, I lived under this property without a lease agreement, and management was unaware of my presence in the unit or who exactly was living there. After persistent phone calls and chats, I was finally able to speak with an individual named ***** who has been the most helpful so far. He took the time to review my situation, ensured my details were properly updated in the records, and helped resolve some of the initial inaccuracies. However, the management's response and service since then have been nothing short of unprofessional. One of the main issues I have experienced is with the water billing, which has been inconsistent and unexplained. Before *** took over management, my water bills were consistently under $70. However, after *** took over, I received consecutive bills of $100.07 and $76.58, which were completely inconsistent with my prior usage and experience. I reached out to ask for clarification and requested that I be provided with billing receipts directly from the supplier, which **** assured me I would receive. The next month, my water bill inexplicably dropped to $48.26, which raised further concerns about the accuracy of the charges. Despite this, I still did not receive any billing receipts, nor were my questions regarding the inconsistencies addressed. By November, I was frustrated by the lack of response and decided not to reach out further, given the managements failure to honor a simple tenant request. I also ceased making payments for the water bill, as I did not believe the charges were accurate. *CONTINUATION IN PDF FILE NAMED "RENT ISSUE"*

  Business response

  01/17/2025

  Hello, I have reviewed this complaint. Based on my investigation, I believe that communication is happening in a timely fashion. *** does not dictate your utility bill. In fact, your lease requires you to connect the utility in your own name, which you have failed to do. Utility bills have all been provided. *** does not have any influence over the usage. I see nothing on your account that is outside the legal lease agreement or proper accounting tactics. Late fees will be charged in accordance with your lease. 

  Customer response

  01/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22818215
  
  Again this is simply not true, My water utility bill is billed to PMI Mvp, I did not have any access to the account information associated with Pioneer. I am disputing the late fees due to the lack of urgency, and irrelevant ************ I had to go through just to have PMIs management reach out to the Provider on my behalf. This is something that should have been done back In November but it was finally done two days ago. If *** had contacted the provider on my request and everything was well explained and sorted we wouldnt have this issue being present. Another issue here is my access to the payment portal has been revoked even though I see no mention of this in our lease. For final clarification this is only for the water utility bill, so I do not know what you mean by I didnt set it up, can you clarify that. 
  
  Regards,
  
  ****** *****

  Business response

  01/21/2025

  I am happy to discuss this with you. We are PMI MVP, so having your water bill through us means we got the bill and made payment on your behalf. When I reviewed your lease, your lease states that all utilities (including water) are in your name and paid by you. The meter is for 2486. I am not sure who Pioneer is. Your water bill, usage, and account should be set up in your own name. This is why I attached the lease and the ledger with the billing. It is not our responsibility to reach out to the provider on your behalf, it clearly details in the lease that it is your responsibility to reach out to the utility provider and get services turned on in your own name. I don't know what else I can do here. 

• Initial Complaint

  10/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are a property management company that posted a vacant rental for ******************************************.

  They charge a $65.00 application fee to apply and view the apartment.They charged $65.00 application fee and once paid you could schedule a viewing of the property.

  I showed up to my scheduled viewing and the property had no lockbox on the door 9/9/24.

  The following day Tuesday, 9/10/24 there was still no lockbox.

  They re scheduled the viewing for Wednesday 9/11/24. Less than five minutes after I entered the unit for a self guided tour, another man walked in said he was approved and paid his application fee and was to be signing the lease with them.

  The next day Thursday 9/12/24 I was told I would be sent a link from the Guarantors would tell me my security deposit amount. Less than an hour later, I received an email that the unit was no longer available and taken off the market.

   

  Business response

  09/16/2024

  I believe this is another **************** This is not us unless this person was scammed online.  Our fee are not that.  We do not take applications online and it is in *****  We are in ************, Ok.  Thank you!

  Customer response

  09/16/2024

   
  Complaint: 22282465
  
  I am rejecting this response because:PMI Property Management. 
  PMI MVP

  ****** **** CEO

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

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

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

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

  ************
  
  *********,
  
  *** ****

  Business response

  10/14/2024

  *** applied to a unit, and it was leased before she could finish the screening. Then she agreed to change her app to a different unit. Based on this information, we did process her full screening. Application fees are a way to recover the expense of running costly background reports and labor intensive investigations of information accuracy. *** was approved to move into a unit with a security deposit. 
  I have also attached our application policy, which clearly states app fees are not refundable. 
  
  

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a tenant of PMI MVP Property Management. The terms of my lease are that I pay the landlord a set fee monthly for water. On 10/2/24, my water was disconnected. Upon calling the utility they told me this was because the landlord was delinquent on the bill. A representative of MVP also admitted this to be true.

  Business response

  10/08/2024

  Hello, 

  We apologize for any inconvenience. The utility company was sending the bills to the property, and not to our office, so we had no idea that the bill was not being paid. 

  We restored water and made payment in full within 24 hours. 

  Thank you, 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For about a month Ive been trying to move into my apartment, *************************************************************. First I requested to move in by the fifteenth, they said theyd see what they could do. It wasnt until the week of the 22nd that they started giving us a move in date 09/27/24. They sent an email with our requirements which was a $2700 security deposit. We were promised $500 from our old apartment ******************************************************** would roll over to our new one towards the deposit. My roommate ****** called and asked about it, she said there was nothing she could do about it anymore. So we never saw the $500 again. So we decided to just pay the fees and the deposit switched to $1446 and was paid on 09/25/24. The day before move in we didnt have a lease to sign or no key, ****** called again to ask whats going on and she said wed get our lease emailed by five pm on the 26th. Later on around 4pm our leasing agent called back and said if we moved in tomorrow, the 27th, wed have to pay double. Double the rent, any one time payment fees and deposits, which total $1778.95. So wed be paying double that. Our other option was to wait till the first. It is now the 30th at 8pm and we still have no lease to sign or keys for our apartment. This place is super unorganized, unprofessional, we kept getting promised things then told I dont know when we ask why the promise wasnt fulfilled. The payment amounts keep changing without explanation and we shouldve had that $500 go towards our deposit. I need them to fix my deposit amount or a refund of $500 and I need to know why they keep changing our payment amounts and wasting our time. I dont want to keep paying them just for them to say we owe they again for something that wasnt communicated to us. They have so many unnecessary fees and they even charged us a deposit for our pets but didnt charge us a monthly so we still dont know how much its going to be. Im very unsatisfied with his customer service.

  Customer response

  10/01/2024

  Hi my name is ******* ********* and my dispute number is ********. I wanted to add the following Two part video of my apartment on 10/01/24, my move in day. We got our keys at two pm when we were supposed to get them at 10am, then were told the cleaning crew never even came to clean our apartment. This is what it looked like when we finally got inside. I will send the second half in a second email so it doesnt fail. 

  Business response

  10/08/2024

  Hi Sydney, 

  I am sorry you have had this trouble with your ledgers. I see three open leases for you right now. I would like to help resolve this problem for you and get all the transfers of funds complete. 

  Please contact me directly at ************ and I will be glad to assist. you in this matter. It is complex and I need to get additional information from you to resolve your questions. 

  *** ****

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to put in an application for Impact due to losing a job and I have sent over the information to our property management several times and they don't respond, I have also sent them a money order and have been messaging them to see if they got it and they won't return my texts or phone calls. I am trying to continue to live here but am getting no response.

  Business response

  06/03/2024

  We have been in contact with Ms. ***** regarding the status of her account. We recently took over management of this property and we have never received any communication from IMPACT regarding her application. She may have sent requests to her previous property management company, but that is not up to MVP Property Management whether or not the previous company responds. On our end, we have no record of her applying to IMPACT for funds going to MVP Property Management.
  
  We have been in constant communication with her. She is asking that we provide confidential information (like our W-9) which we can't provide. We have informed her that we will fill out the request if it comes from IMPACT, but she chooses not to listen to us. We have also informed her that we can't post the payment to her account due to the set out affidavit. We are in communication with her but she chooses to not listen to our communication and instead has chosen to file this complaint.

*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. ↩