Complaints

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent a home from this company, I was told that I was allowed to have up to 3 vehicles parked on location. My car was towed from my parking spot. The company informed me AFTER the fact that they do not own the lot and are not responsible for towed vehicles. It was not given to us in writing, it was not posted that I need to register with a 3rd party company. The management agency gave me a number to call to register for parking AFTER I had already been towed and called to complain. The company I contacted informed me that they do not even work with Urban Asset Management. I contacted the company that towed my vehicle and they said I should have received parking pass from UAM. I was then informed by UAM that they do not even actually know who owns the lot we are all parking in, and that as of now no one is allowed to park there. This has cost me nearly $500 in expenses. No information was given regarding any of this prior to signing our lease. It is not mentioned in the lease, the welcome packet, nor on the tow away sign that was recently posted. UAM has essentially told us too bad, park on the street and if we get towed again it is not their problem. I will be contacting an attorney to attempt to end the lease and for compensation as I feel they are responsible through their inaction and blatant disregard to notify tenants before contracts are signed. They were also extremely rude over the phone, screaming at myself and my fianc. The woman, ******, refused to put her manager on the phone. She also refused to give us a phone number to reach her. She said to send a message over the tenant portal and if we are lucky someone might respond. Overall this was handled extremely unprofessionally from start to finish and I do not want to financially support a company that treats its tenants with such impunity.

  Business response

  03/14/2024

  This has nothing to do with our company or the tenants lease. The home has a garage and a drive way that are for the tenants uses per the lease contract. The parking lot that the car was towed from is owned by an unknown person that is not associated with our company in any way. There are signs posted all over the private lot stating it is private parking and any unauthorized vehicles will be towed. I am confident that the law requires towing companies to put a warning sticker on the car before they are able to tow it.  When she called our office demanding that we get her car back for her she said they can not fit the their cars in the drive way because their trucks are too big. Although we are sympathetic to her situation and having to pay to get the car back from the towing company this is not related to the tenants lease agreement, rental home, or management company in any way.  We manage 4 duplexes (8 units) on this street and have never had this issue come up before now. I am sorry that the parking does not accommodate the tenants needs but this should have been something they considered prior to leasing the home. This should not be a complaint against the management company what so ever.  
  
   
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We started renting with them December of 2021 and ended lease when it was up and didnt renew on October 31st 2023. They had our return/ mailing address as the one I included here in the form in hurst **. I never heard back from the management company after move out like they stated they would when we first moved in via email to send us an itemized listed and amount of the things they will be charging and taking out of security deposit(if any). Since we had moved out we had not heard anything back nor did we get any communication about owing or them taking all the security deposit as I was thinking they were getting the documents ready to send or send the check with the money back to address. Today its 2/8 and I just got an email from a **** collector asking for money that I OWE them? They took 1400+ of our security deposit and we left it clean besides normal wear and tear and some blinds that needed fixing. I know for a fact that does not cost 1400+. So where did our money go as I didnt get an explanation nor communications. I emailed ********* today about it and she replied its not her job to send those things and we should have kept track.. what in the world? It is her job to provide the tenant with the move out items that are being taken out and used for with the security deposit as some times you can dispute as they try and add the wear and tear items which is not correct. She told me this is not her issue and I still owe them and she wont provide me any documentation. Upon further inspection I am not the only household they have done this too and they are know. As slum *************** on how they operate. All I want is for them to take away what I owe out of collections and provide me real time documents on why I owe that money and why they took the full deposit but they will not do that! Please help as this is unjust.

  Business response

  02/20/2024

  We mailed the tenants FAS (Final Account Statement) on 11/30/2023. Attached is a copy from the tenants file.  The items the tenant was charged for were not normal wear and tear. The largest cost to get the home ready for a new tenant was all of the sheet rock repairs that were required and painting through out. Other items included: replace 4 damaged or broken blinds, trash removal, broken toilet seat, missing or broken bulbs, and a full detailed cleaning. Please review the attached FAS. 

  Customer response

  02/20/2024

  I am rejecting this response because:   I would like to get proof off all this work they had done with photos as when we left the unit only minor things needed to be fixed like yes the light bulbs, a few blinds, and repainting of the bottom of fireplace where we had to put safety foam around it for my son didnt bash his head on the corner as he was a baby and learning to walk. Also maybe a few cleaning here and there on the tubs that we could not get and in the stove. I have all pictures of move out and can provide documentation as I am not sure where all this other wall repair damage is coming from as like I said it was all normal wear and tear of being there for 2 years rented. They never reached out with the information in snail mail like stated either and could not confirm the address I told them to send all communication too after move out or last known address and that is all the same as: ************************************************************

  Business response

  02/29/2024

  Trying to send move out pictures 5th attempt to get the " Proceed" button to work. Also sent e-mail with pictures to complaints@bbb

  Business response

  02/29/2024

  Second set of pictures trying to send - Includes contractors make ********* to get the home rent ready

  Business response

  03/01/2024

  Second set of pictures trying to send - Includes contractors make ********* to get the home rent ready

   

  Attachments:

  IMG_1928.jpg IMG_1917.jpg 431 Signal ************************************** style="text-align: left;"> IMG_1882.jpg IMG_1894.jpg

  
  

  Customer response

  03/01/2024

  I am rejecting this response because:   All that trash out from was not ALL of ours, that is where EVERYONE in those duplexs throws their bulk trash for trashs day. Some was ours yes. Also painting of the rooms was not necessary and is actually ruled under wear and tear so that should actually not be a factor. So I do not agree with all of the things they are trying to charge extra for the Tenants responsibility. 
  

  I can fully accept and admit what we did but again not all that was needed and they did that for turn key ready and to pay it so owner doesnt out of pocket. Do your research on this management company. Im not the only one who they have prayed upon but I am smart to not let them walk all over me. 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We moved into the property a year ago. We have consistently had to put in request for the property because so many essential things are broken or messed up. We first moved in the water heater wasn't working so we had to wait 4 days before somebody could possibly come out to fix it. Down the line have had piping issues with this house and have consistently been in contact with them about it. The owner of the management property kept saying it wasn't the piping but literally in the month of Jan/ February we saw a spike in our water bill and gas bill. I immediately knew it was the piping so we messaged the company to tell them and they sent someone out. We tried getting the gas bill compensated but the gas company said there isn't anything they can't do about it. The bills came out to be $2000+ dollars and the property management didn't want to compensate us for the problem so we decided we were moving out. The company didn't give us direct communication on how to put in the notice and when contacted they stated we would receive the notice by mail. We received the notice on 5/26 and the move out date is 6/30. They didn't give us the proper amount of time or instructions and we didn't want to renew the lease. The lady stated that since it wasn't 60 days that we would forfeit our deposit. This company has been so horrible to work and cost me way more money then their suppose to. The front desk agent hung up in my fiancé face when she called about the problem because she didn't want to deal with the issue and she's suppose to be the manger. They talk to people like they don't matter.

  Business response

  08/03/2022

  Consumer Response /* (2000, 7, 2022/07/01) */ The company has issued a invoice saying they will pay back the funds for the situation. We have not receive the funds at this time but since they did place it on a letter head I expect them to follow through on there promise. I would like the cancel the complaint since at this moment it has been resolved.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  . The house I rented Urban Metro Asset Management burned down because of a faulty microwave, the fire report didnï''t find a cause they stated there wasnï''t any negligence, Urban Metro sent their investigators out who stated they found food on the stove and they determined it was our fault, the way the fire destroyed that house it was no way they found food on the stove, and if it was how did that cause a fire, so they kept my deposit and said I owed them $590 but canï''t tell me why. I was given a grant for housing assistance and they advised I could be reimbursed from my landlord for the months they covered if I paid the rent however after the fire they returned a portion of the funds. I was fine with that. My deposit should have been returned but it wasnï''t. The $590 they said I owed was not disclosed to me at anytime. Having this is preventing my family and I from moving into a home, after 5 months we are still living with a family member . I was under the impression that once a fire occurs that voids the lease, I could be wrong. The microwave that started the fire wasnï''t even being operated. My teenage daughter saw the fire coming from the microwave and not the stove. They have not given me any reason as to why they kept my deposit and if they are saying I owe for the home being burned down or damages, why wasnï''t I charged for the entire home. I have a disabled daughter and we have over stayed our welcome. I am hoping that you all will reach out to them. Attached are photos of the fire

  Business response

  06/06/2022

  Business Response /* (1000, 7, 2022/05/03) */ The details in the complaint are not factual. Urban did not send "our investigators" to inspect the fire damage as we do not own the home. The property owners insurance company sent a fire investigator to determine the cause of the fire as the property was a total loss for the owner. It was determined by the property owners insurance company's investigator that the fire started on the stove and was not the result of anything other than something catching on fire on the stove top. The tenants children who were the only ones home at the time told the fire department that they thought it was the microwave when the fire department arrived, but there was no evidence of this found by the fire department or the fire investigator. The lease holders were out of town when this fire occurred on a Friday and Urban Asset was not notified that the home burned down until the following Monday. Unfortunately, the lease holders did not have renters insurance as stated in their lease contract, and the lease holders are in fact not due any funds to be returned. Furthermore, per the lease contract the lease holder is responsible for the damage that occurred to the property.

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