Complaints

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contacted Coldwell Banker maintenance on November 12th, 2023 via Rental Website, about my door. The glass in the door (small window) cracked due to inclement weather. They sent someone out to take a look glass in November of 2023. They took measurements of the glass, which is about 7/12 by 101/2 inches. The size of a small IPAD. They told me that it would take 4 weeks for glass to be repaired, and that someone would contact me. I did not hear anything back after four weeks, so I contact Coldwell Banking on December 13th for an update. I spoke with the secretary, Leslie. She said that it could take 6 to 8 weeks to get the glass in. She did contact me via text message to set up an appointment for January at 12 noon on a business day. She said someone would be out to fix the glass in the door. Well, that did not happen. She did contact me again, to let me know that someone would contact me since they did not show up to fix the glass. I contacted them again, on January 23, 2024. I spoke with Leslie, again. She said that the office manager, Julie, would contact the contractor to get an update. So far, I've heard nothing. I did leave a voicemail at 937- 482-0082. on Jan 23, 2024, letting them know, that if the glass door is not fixed by the 3rd week in February, that I would call back to see if I could get permission from the owner of the property (I would need it in writing), so that I could pay someone to come out and fix the glass in the door. Also, I did contact several glass repair companies in the Dayton, OH. area, but I was told they do not repair Hopper Glass windows. Since the repair is so small. And one repairman told me that the whole door would have to be replaced.

  Customer response

  01/29/2024

  Coldwell Banking Heritage Realtors sent someone out on 1/29/2024 to fix the broken window in my door.  I wish to withdraw my complaint.

  Business response

  01/29/2024

  It appears that this has been resolved and the plaintiff withdrew her complaint. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Coldwell Banker, Heritage Realtor on 5/26/2023 at 8.35 pm, via their maitnenance portal, about a mice problem that I had discovered while cleaning behind my toaster. There are holes in the walls where it looked like mice had been coming through. So I contacted Coldwell Bankers maintenance dept to have someone come and seal up the holes. I did not hear back from them, so I called the office at 937- 482-0082. I spoke with the secretary who told me to send a text message to the maintenance department at: 937-813-6530 on June 9th 2023. About the mice issue. I also sent another text message on June 15th but got no response. I left a voicemail with Coldwell Banker on June 15th at 10 pm. Informed them that I had contacted *****, who did come out on 6/16/2023 to do an inspection and to let me know how the mice was getting in. They came out, and said that there were holes underneath the outside ledge of the house that needed to be sealed, and also tree vines needed to be cut down that had grown on the outside of the house as well. ***** also said, because they mice had already gotten in, they had laid pheromones that would lead other mice to come in as well. I spoke with ***** ******* at Coldwell Banker, she's the manager, on June 16th, 2023. I told her that her maintenance deparment had never gotten back to me, and she told me that I was supposed to leave a voicemail at ************. Which I had already done. She said that she would contact another contractor to contact me. So far, I have not heard anything back. And since I have had problems in the past with this company not contacting me regarding maintenance requests, I decided to file a complaint to hopefully, get this issue resolved, so that I do not have to keep continuously contacting this company while nothing is getting done.

  Business response

  07/01/2023

  Good afternoon,

  The tenant, ****** ******, did contact us regarding the mouse problem. We assigned it to a contractor to look at the issue. A few days later, the tenant called us to let us know that she had not been contacted. Upon her follow up, we had another contractor call her. When he contacted her, he was informed she had called ***** to come take a look. We contacted the tenant to confirm she had contacted ***** herself, which she did confirm. ***** was to come out and give us information on the issue as well as a detailed breakdown estimate on what needed to be done to remedy the mouse issue. 

  
  We received a contract for $1600 from *****, but there was no breakdown of what was to be done for the $1600. When we contacted the tenant to get more information, she said she was going to file a complaint about *****. 
  
  We're happy to treat the house for the mice and have the issue remedied. We'd like to be able to work with the tenant and the contractors to find a suitable solution once and for all. We have had 3 contractors involved but we are not sure if it has been resolved as the customer has not let us know. 

  Thanks. 

• Initial Complaint

  11/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  During the purchase of our new home it was agreed that the sellers were to repair the leaking toilet and damaged floor under that, the railing in the front entrance, and the rubber roof over the patio. The sellers only fixed the railing. Their realtor never brought the invoices to closing and our realtor never told us they didn’t bring them. (We closed at separate times) Had our realtor done her job and made sure they had those repairs done with proof we wouldn’t be where we are now. We’ve contacted both ours and sellers agents managers and the sellers will only cover a partial amount of the work needed to be done. Coldwell has been zero help, our agent, her managers, no one has responded to our complaint about the missing funds. Seeing as though we wouldn’t have signed the papers at closing if our agent had the decency to tell us they didn’t ever give her receipts. Maybe we could come to a resolution but no one in this situation is taking responsibility for what they have done wrong. I will never recommend Coldwell Bankers or this agent they showed how much they didn’t care about their clients. Sure we could take the sellers to court. We feel like either agencies should be responsible for their negligence.

  Customer response

  11/09/2022

  My realtor was ****** ******* her managers are ******* ****** and ******* *********.

  Business response

  11/21/2022

  Thank you for sending this. We agree that much of this was agreed to by the seller and was not completed or performed by closing date. However, since closing date the Listing Agents broker has sent a $2,000 check to the *******'s and they have accepted the money and Mrs ******* has signed a release (addendum 001), but Mr ******* has not. We have had multiple phone conversations to help resolve this matter. We have text messages with Listing Agent where they claimed the work was completed but it was not. Hence the Listing Brokerage paid for these to be completed. We took the Listing Brokerage on their word that this was completed. In hindsight we should have verified prior to closing and for that we apologize. To say we have done nothing is inaccurate. The receipts were supposed to be brought to us on many occasions and did not. The other brokerage lied to us in saying the work was done and they had the receipts when neither had been completed. So yes, we were duped by Home Experts and their Listing Agent. In the end, it is the Sellers responsibility to fulfill the contract that was agreed to by all parties. The sellers did not live up to their end of the agreement and hence the Sellers brokerage wrote a check for $2,000 to cover these repairs. If there are other repairs that were agreed to it should be on the Sellers/Listing Agent Brokerage to handle. 

  Thanks,

  *** *******

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I originally moved in this place ******** was not managing the property. In the middle of my lease ******** took over management of the property. I followed all proper protocol, giving them written notice to vacate, returning keys and leaving property in good condition upon leaving. Outside of normal ware and tare from living in a house for two years, I left this place in decent shape in hopes of getting my deposit back. After several attempts to reach out I was told via text I wouldn’t get my deposit back because of cleaning charges. I haven’t received the charges or a returned call. I would like my deposit back or at least a portion, I left this house exactly how it was when I moved in. They have not communicated well with me from the moment they started to manage the property and I really feel like I will be ignored now that I am pressing the issue about my deposit. Please see attached pictures of the place the day I moved out and returned keys. I do have more pictures also

  Business response

  05/24/2022

  The tenant did not provide a forwarding address when she moved out and the contact information we were provided from the previous owner of the home wasn't accurate (one of our investors purchased the house with the tenant in it). On May 13th, the tenant did send an email asking about her deposit and the email had a phone number in it. Brett called that same day and told her there was $200 remaining on her deposit that would be returned to her. She picked up her check and list of charges from the Yankee office on May 18th. 

  Customer response

  05/24/2022

  
  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 although I was dissatisfied with the lengths and measured I had to go to get a response from the company. They had my contact information and could’ve sent a text or left a message or email in regards to the deposit. However, I have a portion of the deposit back and I’m moving forward. 
  
  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. ↩