Complaints

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into one family Smartland property in Euclid OH. First day there I couldn't use the water. It was shut off because the main shutoff valve had a very bad leak. It was not fixed until several days later. The following week, it rained and the sewer backed up in the basement, high flooding, damaging all of our basement furniture and many other items, causing us to file a renter's insurance claim, which didn't cover the majority of our damage property. We had to clean up the mess ourselves. Then we had many work orders for other fixes needed that went unanswered or tickets simply just closed out and labeled completely without anyone contacting us, fixing the order. I would resubmit the requests and attempt to call and email, with no response or luck. After the basement backup issue, we noticed that every time it rained, water seeped from the foundation of the basement walls and the chimney area. A ticket was put in, but was never responded to. The basement wall leaking never was fixed. Due to lack of communication and maintenance issues never resolved I decided to purchase a house. I had a 2 yr lease and spoke will **** ****** after attempting for a month of unanswered calls, text and portal requests to vacate my lease, he stated that I can leave so they can get the place rerented. I left the place Nov 4th, paid for November. Place was left spotless, no damages and I took pictures and videos and sent to Mr ******. I even had potential resident requests for the property that went unanswered via phone, text, portal and email. They billed me for December, took my security deposit and 1800 for excessive damages that didn't exist.. see attached pictures to dining and front room areas, where they claim excessive damage. I have more pictures and video. They have no pictures or proof of this so called damage and cleaning. I called, texted, emailed, they didn't put the house out for rent until right before January 2024. They upped the rent from $1300 to $1425.

  Business response

  02/20/2024

  Our entire team was in place assisting with this matter, if you would like to speak to them further please be in direct communication with your case manager, as you mentioned in your statement you had broken the lease and left the property, the next steps were to accommodate the contract terms, which you also have stated had been completely accommodated for you -  you are expressing frustration due to your request to terminate a contractual agreement  -  our staff would be more than happy to continue to offer accommodations and serve you as best we can, please contact your case manager. 

  Customer response

  02/21/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  I was instructed to contact a case manager.  I don't  have  a case manager with Smartland, but I did received a notificaton billing email from ******* *****. I was in an email communication last on November 4th with **** ******, but any attempt of communication after that date to Smartland went unanswered. Can someone forward this to the appropriate people (case manager) who can contact me.

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

  Business response

  02/28/2024

  Please continue to contact **** ****** as he would be the case manager he is available by email ******************** or phone ************

   

  Thank you

• Initial Complaint

  05/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In March 2023 I made a maintenance request for a pest control service. I asked how much it would cost and was quoted $65-$85 (which I still have proof of in a text). The pest control company Smartland procured could not identify the species of pest or where the problem was coming from. It was raining so they did not spray on the outside of the home. The employee literally sprayed two posted notes and placed them on my wall. Due to the lack of professionalism by the first pest control company procured by Smartland I had to hire my own pest control company and pay them. The problem was has since been solved. Fast forward to May 2023 , I’ve been hit with a $350 bill for a pest control service I never received . I called my designated property manager Paul Fuller to complain and was told that I’m being charged for the assessment and the service rendered. I’ve explained many times now that no service was rendered. The pest control company told me that they themselves did not charge me that much and the charges must be coming from Smartland . I have no clarity on where the charges are coming from or why and it’s been 4 days since my initial complaint .

  Customer response

  06/12/2023

  
  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. 

  The issue has been resolved.
  
  Regards,
  
  ****** *****
  
  

  
  

  
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a house from Smartland for 3 years. They told me my rent was going to go up from $1200 to $1450 so we chose to leave. They took our entire security deposit and charged us for "excessive" wear and tear another $1500 on top of the security deposit for cleaning, painting, yardwork, and blind replacement. Some of this had been for things that were in place prior to us moving in, maintenance requests we already paid for and sloppy work on the maintenance person's part, and leaves in the yard/long grass because they waited nearly a month to do the inspection after we moved out. They took off most of the charges and are still hounding us for an extra $220 without proof of the work done or a reason for "excessive wear and tear". I would like a cancellation of this outstanding balance.

  Business response

  12/29/2022

  Thank you for your note, as you expressed you worked with customer care team to resolve issues, any further issues should be addressed with the customer care team.

   

  Thank you

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  SMARTLAND has kept my Security Deposit without just cause. I have sent pictures and Videos to staff personnel proving the condition I left the home. Valerie ***** has not returned my calls or responded to my emails in the last 30 days. I vacated the property on 9/28/22 and left the home in good condition (normal wear and tear). I lived in the home for 3 years.

  Business response

  12/29/2022

  Please communicate direct with our customer care team, you may call us, email us and or live chat with our auport team - they can assist with any disputed items and review them together 

*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. ↩