Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I first expressed concerns about ongoing issues with a neighbor, *******, my property manager at the time, informed me that I would be able to break my lease without penalty due to these circumstances. However, during a meeting to address these concerns with the other tenant, the tenant did not attend. Despite this, ******* assured me that I would still be allowed to move out without incurring any lease break fees.After finding a new place to live and submitting my notice, ******* informed me that she was no longer willing to approve the lease break as agreed. Instead, she requested that I move to another Landquest property, which was not part of our original ************ addition, I have been charged for items that were not present in the apartment when I moved in, such as blinds. I have also been charged for electricity usage after I moved out, despite having already switched the utilities into my name prior to vacating the apartment. They have been harassing me and holding my security deposit and key deposit, which I returned my keys.I find these charges to be unfair and inconsistent with the initial promises made by your staff. I kindly request that these charges be reviewed and rectified, and that the lease break be honored as originally agreed upon.

  Business response

  01/13/2025

  We take all tenant concerns very seriously and strive to address them with fairness, transparency, and a commitment to maintaining positive relationships with our residents. In response to the complaint submitted by ******, we would like to provide an account of the actions taken to resolve the situation and clarify the circumstances surrounding this matter.
  Upon receiving complaints from and about ******, I promptly scheduled a meeting on May 8, 2024, with ****** and the other resident involved to address the ongoing issues and work toward a resolution. During this meeting, I offered ****** the opportunity to end her current lease early and transfer to another property within our management portfolio. A showing of an available unit was conducted on May 17, 2024. While there was subsequent correspondence, we did not receive further communication from ****** indicating her interest in this unit or other properties managed by our company.
  On September 5, 2024, ****** submitted a notice to vacate on September 30, 2024, stating her intent to move to a property outside of Land Quest. This was not in accordance with the agreement we discussed during our meeting. After confirming her intention to move, we began marketing the unit on September 14, 2024, and it remained listed until a deposit was received from the current tenant. The unit was vacant from September 30, 2024, to January 2, 2025. All charges for the vacant period were calculated in compliance with Wisconsin Statute 704.29.
  Regarding claims of damages, no check-in sheet was provided by ****** to document pre-existing conditions. However, we made several accommodations as a courtesy, including adjusting the early termination fee and reducing charges for damages incurred during her tenancy. Despite our efforts to accommodate ******, including proposing a reasonable payment plan, she indicated that we should pursue legal action if her offer of $30 per month was not acceptable.
  We are deeply saddened to hear that ****** felt harassed. Our intention in maintaining consistent communication was to resolve the matter amicably and avoid legal action, which we consider a last resort. We communicated to ****** that if legal action became necessary, we would be unable to uphold the accommodations offered, and all original charges would be pursued. This includes any adjusted damage charges and the lease break fee of $2,500, per her lease agreement.
  Unfortunately, the outstanding balance on the account is accurate and exceeds the security deposit due to unpaid charges. As there was no resolution, legal action was initiated to recover the amount owed.
  At Land Quest, we value our tenants and strive to provide fair and supportive service. We remain committed to addressing concerns promptly and professionally while adhering to the terms of our agreements and applicable laws.

  Customer response

  01/14/2025

  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.
  
  I was charged for blinds that I never had when I moved in. I was charged for cleaning of a sink and such items that were not dirty. They went back on their word due to me putting my two week notice in and leaving from the place of employment. I should not have to pay for any of the fees incurred. I have talked to other tenants in the building and was told that it was rented ahead of time. 
  
  Regards,
  
  ****** *****

  Business response

  01/16/2025

  We understand the prior tenants concerns and sympathize with the frustration that can arise in such situations. However, we want to assure all parties that the charges applied were valid and supported by photographic evidence.
  We understand the prior tenants concerns and sympathize with the frustration that can arise in such situations. However, we want to assure all parties that the charges applied were valid and supported by photographic evidence.
  Upon move-in, tenants are legally required to complete and submit a check-in sheet to document any pre-existing damage or missing items in the unit. Unfortunately, in this case, no check-in sheet was ever provided to us. As a gesture of goodwill, we accommodated the tenant by removing the charges for the blinds, even though this was not required.
  It was communicated to the tenant during payment discussions that, should an agreement not be reached, the matter would need to proceed legally, at which point all original charges would be reinstated. Despite multiple attempts to reach a reasonable payment arrangement, the tenant informed us that if we did not accept her proposed payment, we should pursue legal action. As a result, all original charges were reinstated in accordance with our policies, and legal action was taken per our company policy to collect on unpaid balances.
  We would also like to clarify that all terms regarding the lease break were adhered to as outlined and communicated during the tenants occupancy. Additionally, the information the tenant received regarding the unit being rented ahead of time is inaccurate. The unit became vacant on September 30 and was not re-rented until January 2.
  At this time, we remain open to resolving this matter amicably. The options are to continue through the legal process or for the tenant to reach out to us to negotiate an agreement. If an agreement can be reached, we are willing to file a stipulated dismissal to bring this matter to a close.
  We encourage the tenant to contact us directly to clarify any remaining questions or concerns. We are happy to provide all supporting documentation and evidence to ensure transparency and resolution.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at *************************************. I just wanted anyone to know ... it is NOT disabled friendly. They have NO disabled parking spots, no out side lights for the dark in the parking lot, there are zero help for disabled people and I expect they are just not welcome. There is no way for a wheel chair to access. The doors are not disabled friendly and you cannot use the sidewalk or entryway unless you are abled bodied.

  Business response

  07/03/2024

  Thank you for bringing this to our attention. We would like to apologize for any inconvenience or frustration this may have caused. Per fair housing guidelines, we work diligently to accommodate all of our residents. Within fair housing guidelines, any needs regarding disabled accommodations are acted upon when a request is received. We welcome and accommodate any and all people. We had no knowelege of any needs for disabled accessability. There are several parking spots in the lot made available to residents, in addition to street parking that is conveniently located near the entrances of the building. Upon inspection of the property, we have ensured that there is ample lighting throughout the exterior of the building, as well as the parking lot. If there are any additional questons or concerns, please feel free to contact us. We genuinely appreciate your feedback. 

  *******
  Sr **************************** Sales Agent
  **************************************
  ************
  

   

  Customer response

  07/03/2024

  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.
  
  The doors are so heavy and their are no ramps. As far as parking on the street.... you cant go down the sidewalk ramp because someone always parks in front of it. Their should be designated spots. Its a disaster. I have lived there. I am moving to a [place that follows the law for everyone. If you had been out there at night the parking lot is scary dark. However, I only made the statement to forewarn others. 
  
  Regards,
  
  *****************************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was fire in my unit that was an accident even landquest insurance company said it was an accident . The property manager ***** is horrible shes mean and heartless she never onced asked if me and my son was ok after the fire . I was lied to I have text and emails from ***** and ******* from landquest telling me I could still have my apartment after the contractors fix the damage then I was told to move my things in the basment so they can rehab the unit they threw away everything! My brother passed away recently and they **** away all of his army stuff that I put in the basment ! They told me they wouldnt touch it they told me I still had my apartment etc then they hit me with a non lease renewal this company is horrible and I have already seeked ya lawyer I want the money for my brothers stuff they threw away so much valuable stuff

  Business response

  11/09/2023

  Pursuant to compliant ID: ********

  We hereby refute the tenants complaint. She signed a Waiver of Liability and removal of valuables which states all personal belongings should be removed before the start of restoration. It was determined shortly thereafter we would be issuing her a Notice of Non-Renewal. 

  We did not chose to include the signed Waiver of Liability as it has identifying information. 

  Customer response

  11/09/2023

  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.
  
  I have text messages from ******* and ***** that says I can put my stuff into the basment and it wouldnt be touched . They threw away everything I am in contact with a lawyer I had nice expensive items in the basment ! Also they sent 2 liability forms i only signed one the first one and they said the messed up that one and to sign another one and I did not sign it ! 
  
  Regards,
  
  *************************

  Business response

  11/14/2023

  There are no such text messages stating she has permission to leave her belongings in the unit.

  Customer response

  11/14/2023

  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.
  
  I have every screenshot I just attached it and recording from my calls with these people they are lying they told me I could leave my stuff in the basement and garage . I had motor bikes , laptops , tvs and my dead brothers property in my basement and the stole it I know they wouldnt throw that expensive stuff in the trash I am seeking legal assistance Here is the text message and the number from landquest 
  
  Regards,
  
  *************************

  Business response

  11/15/2023

  These are fraudulent messages that I did not send and have been fabricated by the complainant. We have a signed document from her indicating her belongings have been removed (attached). I will not continue to respond to her frivolous accusations.

  Customer response

  11/15/2023

  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.
  
  All yall do is lie , nothing fabricated you guys stole and threw away my stuff and ******* knows he told me to put it in the basement. How can yall sleep at night ? This company is horrible worst I have ever had to deal with you have been lying to me from Jump after your insurance agent told me and you the fire was an accident you guys still played me ! ******* I can meet you right now and okay these call recordings of you saying put my stuff in the basement! I can come right now ! Im not letting this go I will spend my last $1 sueing landquest I dont care yall are wrong and you know it ! 
  *************************

*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. ↩