Complaints

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company on 07/14/2023 by giving them a check for $500 for an initial set up fee which included photographs and creating listings on multiple real estate sites. The person I signed the contract with is *************************, but she has not responded to me.The company committed to finding a renter for my property.The nature of my dispute is that the company failed to find me a renter for three months. The listings had the amount of rent and the square footage on the listings wrong. Even after a month, I checked a site and they still had the square footage wrong. I finally fired them and hired another company a few days later. The new company found me a renter in one week.I asked Property Management Systems *** for my money back. I have corresponded with them in writing. I originally asked for the full amount, but since they did some work by creating listings. I went back and asked for $400. The company sent me a check for $100 which I have not cashed. I replied stating $100 was not sufficient. The woman who is their sales **** *********************** has been responding. I paid a fee to *********************** to get mediation, but have not heard from them. I think that was a waste of money. I am trying to resolve this without having to take them to court. But if they do not cooperate, I will do that.

  Business response

  02/29/2024

  Thank you for reaching out. We appreciate the opportunity to clear up any misconceptions regarding this situation. 
  First, we responded to the mediation company twice.  We have done our diligence with responses.  However, we did tell them we were not interested in paying for mediation. I am not sure why they havent reached out to *******.
  Second, we charge a set-up fee for all our clients to not only take photos, but it costs us to get the new owners set up in our online system.  We also made multiple trips to the property and took countless phone calls regarding her property.  I met ******* there personally, we had our inspector check over the property and to take photos. We arranged to have the carpets cleaned before it got rented.  We processed two applications and when we closed her account gave her the $90 that we were paid for applications.    We spent time making sure that everything was set up correctly.  We did have to make a minor change in the square footage from 1034 to 1084.  That was done immediately.  ******* absolutely provided us with photos of the property that she had.  That is why I refunded her $100 of the set-up fee. 
  Third, in our contract it states that if a client chooses to terminate before the first year is up the client will pay a management fee two times that of the monthly management fee. Because I wanted ******* to do what she felt was in her best interest, I waived those fees.  We, however, are unable to waive the remaining $400 that was for management services from July 14, 2023 until October 27, 2023.  We are unable to do this job for free, which is what she is asking for.
  Fourth, there is no question that rentals slowed down in July of 2023.  We encouraged ******* to lower the rent multiple times.  We have been in the business for over 60 years and know when a rental is priced too high.  We not only asked her to lower her rent but to also accept pets.  We were vetting multiple people who had an interest in her property we knew from the many communications we had with potential renters that her rent was too high. 
  Fifth, upon her termination she told us that the new management company was able to rent the property in one week.  We have seen evidence and believe that it was rented quickly because she lowered the rental price and accepted pets. We have absolutely no doubt that we would have rented it for the lower price as well. 
  Ultimately, she received back $190.00 out of the $500.00 and was unwilling to negotiate the rent in order for us to rent the unit. 
  

  Customer response

  03/04/2024

   
  Complaint: 21362281
  
  I am rejecting this response because:
  
  The $90 was an additional fee charged to the applicants.

  I am not paying for additional photos when the ones I gave them were better than the ones taken by their photographer.
  

  I paid for the carpet cleaning separate. I have a copy of the invoice from PMS.

  I listed the unit at the same price with the new company as I had with PMS at $1800. I did not accept pets.

  I am asking for another $300 back. Im not paying for the bad photos.

  Sincerely,
  ***************************

  Customer response

  03/11/2024

  As the business responded that they gave me $90 which they received separately from applicants. This money is not part of the refund from the initial set up fee. So far the company has only given me a $100 refund. I am asking for another $150.  I am willing to compromise and split the fees down the middle. They complained that I was not willing to lower my price.  They did not ask me to negotiate the price if a tenant was willing to rent it for a slightly lower price, which the new company did with me.  As I stated previously, I am not paying for photographer fees since I provided my own pictures. I lost a total of four months worth of rent.  They're lucky I don't *** for the lost income. If they're not willing to accept this offer, then I will file with the small claims court.

  Business response

  03/12/2024

  I appreciate ******************** position.  I wish so much that she could appreciate ours.  We asked her to lower the rent below $1800 and she told my staff that it was not possible for her to lower it below $1795.  We definitely got multiple applications, however none of the applicants qualified.  This is one of the main services we provide.  We protect our owners from tenants who don't meet the qualifications.   We have over 300 rentals and have been doing this for over 60 years.  All of the other rentals that we had during this same time period rented.  It is because the owners were willing to negotiate the ********** lower.  We have a good vibe on the rental market and know when a rental needs to be lowered.  We are not in the busness of fighting with our owners.  We asked her to lower the rent and she told us that it was not possible for her to go lower.   

  Out of the 25 photos that we have of ****************** property she provided us with eight of them.  Yes we used them and yes I gave her $100 back of a non-refundable deposit for those photos.  I also must reiterate that we let her out of a one year management agreement with no fees.  I could have charged her two months worth of management fees.  Instead, I gave her the extra application fees ($90) plus $100 (photos) and didn't charge her anything for breaking the contract.  I have been more than lienient and I am going to end this conversation.  If **************** would like an additional $50 I will settle with that and more than happily forward her a check in that amount so we can end this. 

   

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I owned a property at **** ********* **** in Crosspointe. Last year I was notified to remove a lattice. The lattice was already part of the property when I purchased it. I owned the property for several years with no notice or notifications. I purchased the condo "as is" which was in my documentation at the time of purchase. Last year they decided to advise and remove or pay a fine. I tried to fight their decision and was told by Joe H****** " pay the fine"! July of 2022. I paid the fine and issued a complaint to BBB at the time. I then received a response to send a letter to the HOA to have the lattice grandfathered in. I sent the letter via email 2/13/2022. It was approved and I received a letter. I spoke to Ginny/Al and was told the HOA approved a refund. I emailed Joe and Diane and received no response. Last month I received an email from Ashley M***** stating Joe was moving to other responsibilities etc. I then emailed her, Ginny and Diane again inquiring about the refund on July 21st 2023. I have yet to get a response. Can you assist?

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  PMS handles the Millpond HOA. They have repeatedly added charges to my account which are incorrect and which they have ultimatley had to remove. They have also added late fees to my account which they attribute to late monthly HOA payments. I have reviewed their records, and mine. I have paid 2 late fees which I believe are legitimately my responsibility. And I have informed PMS that the other fees they have added are the result of their failure to credit payments received until after the 10th of the month. They have done this more than once. Right now I have received a bill for late fees that does not credit the $50 I sent them back on May 3. My bank statements show that has been paid, but they are still claiming they have not received it. I cannot control when or how payments are credited on their end, but even the records they have sent me show I have years of regular montly HOA payments. I think this is one of the ways they try to make a little more money and letting payments they have received not be credited promptly is a poor business practice. I have contacted my HOA to ask if they would consider changing to a differnet property management service. There are several I deal with that never have this problem. Only PMS seems to not be able to manage this effectively. I am attaching one of the ledgers PMS shared with me and some of our correspondence back and forth regarding this issue.

*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. ↩