ComplaintsforEvernest

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Evernest is an incompetent company who does not follow any SLA they put forth. I have been a renter of one of their properties for ***************************************************************** that time, and when I reach out via email, I am lucky to get a response and if so, it is weeks and weeks later. Their maintenance team takes WEEKS to respond to maintenance requests, some issues that need to be resolved immediately. They take $65 monthly as a fee for their "top notice" service" but do not deliver on anything.

  

  Business response

  07/10/2024

  Thank you for expressing your concerns. I have thoroughly investigated the maintenance issues and can confirm that all tasks have been completed to the best of our abilities.Regarding the $65 fee you mentioned, I have carefully reviewed your ledger but have been unable to locate any such charge. If you can provide more details, we would be happy to look into it further.We are always here to address any additional concerns or questions you may have about your monthly lease costs. Please note that all charges are outlined in the lease agreement you signed.We strive to maintain clear communication with our residents. As a gesture of goodwill, we credited your account $250 in response to the inconvenience caused by the sprinkler turn-offs in November. Additionally, we have addressed your feedback regarding vendors not notifying you before visiting your unit and have instructed them to ensure this does not happen again.Please let us know if you have any further questions or concerns.

  
  

  Customer response

  07/10/2024

   
  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. Please do better Evernest. The service has been less than acceptable and the effort we've had to take to right this is not ok.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My ********** have only lived here since late March 24. It just came to our attention that this entire time the A/C has not been replaced correctly at all before we moved in. All Evernest has done was replace the unit outside the house, but nothing connected to it was replaced. Evernest, as well as the house owner, are refusing to fix this problem. Whoever they hired to replace everything was paid for absolutely nothing. We are completely unsatisfied with the responses weve gotten. Rent is too high ($2,462.32) to be suffering in this type of heat. There is a toddler & about to be a newborn baby that stay here who deserve a comfortable environment to live in. This needs to be handled CORRECTLY immediately.

  

  Business response

  05/28/2024

  Unfortunately, this complaint is from *******, **, which is outside of our service area in **********, **. Please use the local BBB to file your complaint. *************************************************************************************************************************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So many issues. The house is toxic and they just wont fix it.

  

  Business response

  05/16/2024

  Thank you for bringing this issue to our attention. We understand the importance of resolving the issue promptly and want to assure you that we are actively working towards a solution.
  
  Here's an update on the current situation: We are currently awaiting an additional bid for the necessary repairs. The ducts underneath the house have been identified as broken, and the owner has approved the work to replace the existing ducts. However, there has been a delay as the crawlspace is flooded. Rest assured, we are working diligently to dry out the crawlspace and proceed with the necessary repairs as quickly as possible.
  
  We greatly appreciate your patience and cooperation as we work towards resolving this matter.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company purchased the property management company we hired to manage our property. There is an endless list of issues related to excessive costs or failure to pay owners, including: letting tenants out of leases and not upholding to lease terms for early out payments; excessive service fees for the same issues that were never addressed by them or not noted as service pending and charging for the same issue multiple times; charging additional cleaning fees after company-hired cleaning company did not clean property adequately prior to new lease; not addressing a severe pest infestation request repeatedly by tenants to the point that they filed complaint to the city; not performing walk throughs to assess condition and state of property as per the lease terms, failing to perform walk out service and settle damage deposit to tenants as per lease; pay money due to the owners after tenant lease agreement end; failure to return keys to owner; lack of customer service for owner needs, including the *** and group email address who was copied on emailed related to above issues. When we notified them we were hiring a new management company they enforced terms that were not in owner agreements and charged the full monthly management fee for 5 days of management.

  

  Business response

  05/06/2024

  We are unable to assist out of this office as ******** is outside of our service area. Your local bureau may be able to assist - ********************************************************

  Customer response

  05/07/2024

   
  Complaint: 21672821
  
  I am rejecting this response because: While Evernest operates in 10 markets including ********************************* incorporated is based out of **********, ***
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Evernest was managing the property that we have been renting for over a year. When we renewed our lease, they insisted that we pay an additional $50/month for the delivery of monthly air filters. We never received the filters and have asked repeatedly for a refund.In addition, the owner of the property fired Evernest in March. We were notified and told to send rent payments directly to the owner. We have been doing that for the past 2 months but Evernest keeps sending us past due notices. I have called numerous people and emailed and they have not resolved this issue.I have never dealt with a more unprofessional company.

  

  Business response

  05/20/2024

  We acknowledge and appreciate your concerns regarding the non-receipt of the air filters you subscribed to. Evernest will expedite the shipment of owed air filters to the property address. It is important to recognize that our resident benefit package encompasses various additional perks beyond air filter delivery. Additionally, we extend our sincerest apologies for any inconvenience caused by the automated emails you've been receiving. Rest assured, we have verified that your account is no longer active with Evernest.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have properties that are being managed by Evernest. But one property, we never had any income and the expense kept coming. I even read a review online that they will say that the property was rented, but when we followed up how come there was no rent coming in, they would say that the tenants suddenly backed out all of a sudden. Simply misleading us all this time. They did this to us after we told them that we were selling the property since they can't get any renters for the past SIX MONTHS. Repairs are being requested but not being done. having tenant placed but not inspecting the property properly. even had a tenant file a lawsuit and we were not notified after a few months not until we have to pay them already. Clear negligence and fraud. just asking for more funds but not getting the job done. These things could have been avoided if they were on top of what they are doing. On top of that it takes them a few days before they respond. now on another property, they requested another repair. we gave them the funds last month, but until now nothing was done. even the tenants were complaining already why nothing was being done. clearly scamming us investors

  

  Business response

  05/17/2024

  Multiple issues occurred resulting in delays.  I have spoken to this owner (doesn't match name provided on this complaint, though) to discuss the many errors and we are forwarding the funds to him and the new property manager.  The property manager should receive what they need within a week, depending on US mail.  The owner should receive disbursement by end of May, 1st of June.

  Customer response

  05/20/2024

   
  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.
  
  Sincerely,
  
  **********

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed my lease on January 28,2024. On February 6, 2024, I put in a maintenance request for my air and heat because it wasnt operating at all. On February 7, I received a text asking if I was home because maintenance was coming. Maintenance never showed so I went to my moms. I didnt hear anything else from them. February 28 comes and I receive a text saying *** was coming by at 130 pm and he was a no show. Time came on February 29th, 2024 with two other guys, one being a city worker and the other just a helper Im assuming. They took apart my ac switch and stated they were coming back. Instead of coming back I was told that they had to order the part. Fine, I understand that. On March 8, 2024, i received notification that my part was set to arrive that Monday and they would be here to put it on. On said day my fridge was out as well with this being the second one theyve provided for me and still no one to come and fix my air. I reached on again on March 12, 2024 and someone else was sent out. He stated he had to get a switch as well. Here is is April 17th and its currently 92 degrees in my apartment. I had to open my front door at 1245 am just to get some kind of relief being that my room window is SEALED shut, which is also a hazard! I havent paid my rent because I knew Id be forgotten once I paid the rent and Id rather the repairs be made before I make that payment. Ive received multiple emails stating I be evicted. This is only my first step. My next step will be a lawyer.

  

  Business response

  05/29/2024

  This is property where the owner completes his own maintenance. The **** issue was sent to the owner for completion and the owner marked that it had been completed. No other **** service request has been submitted. There is a new service request regarding the breaker and no power in the unit. This has also been dispatched to the owner.
  We are reaching out to the owner and tenant today as well to confirm completion with owner and get with tenant on any potential issues.
  
  

  Customer response

  05/30/2024

   
  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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A work order was submitted on 3/31/24 regarding the ** unit no longer cooling the home & the need for the issue to be resolved asap due to having an asthmatic child who is also in the peak season of his allergy triggers in the home. The temp in the home has not fallen below 77F. On 4/1/24 a call was made to the company & a voicemail left. There is absolutely no way to speak w/ anyone directly at this company to address the issues/concerns had by tenants. There has been no follow up or response to this issue as of yet. I called again this morning, 4/2/24, to both leave a message & request a text message to communicate through. I received an automated text message at 6:31am & responded at 6:32am, I have not gotten a response since that ********* is now 8:30am. This issue is triggering my child's asthma & causing breathing problems in his ******************* We have purchased additional fans to possibly aid in cooling the home down but nothing is working as the ******* heat is hard to fight against. Our next step is to get a hotel room until this can be resolved or someone can return our calls for a follow up to prevent my child from having a health crisis by going into a full blown asthma attack. We need this issue resolved immediately!

  

  Business response

  04/02/2024

  Hi All,

  I am sorry to hear of the issue with the ***** I see that a vendor visited the property today to assess the issues reported and replaced a bad capacitor in the unit to ****************. 

   

  Thank you,
  

  Customer response

  04/02/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Moved in 05/2020 * No air / reported 4 times before anyone would fix it * December 2020 they *************************** replaced the air unit incorrectly. Yea, who needs air in December 2020? * Yes, we didnt need the air till April 2021 guess what the unit didnt work. * Yup called in it took 3 years to get floors and unit fixed with over and over emails and calls.The people they sent was in our drive way smoking marijuana. As they left our home..* During those 3 years due Evernest placing the unit incorrectly our home flooded twice. So, our home had mold in the floors.***** property manager had 150 tenants told us. She was over whelmed and couldnt take care of all the properties and its all managements fault . She said she was too busy to reply to people like us. Not sure what that meant followed up with saying things a language. I am unfamiliar with unfortunately. So, we still are having issues ,but ***** never responds to emails nor calls.**** and some other underage girl told me ***** would call back. However, due to her preference of people to communicate with we didnt qualify in the description and just keep calling back. They said they have no management and threatened me not to ask to speak with anyone higher. We are currently trying to get out our home ASAP. We are unable to get anyone to contact us about us not renewing and unsure if they got our email. As they send random people to our home (magnet on the car door their logo) to threaten us about making maintenance request. They moved their office never told us and never gave us online access to pay online.

  

  Business response

  02/26/2024

  Thank you sharing some of the issues experienced during your time in this property. I will address the communication concerns with the resident specialist, as I show all correspondence via email and text message answered by our team.

  Regarding the online portal access, your account is extremely delinquent at this time. We have restricted portal access due to lack of payments. We still allow for you to mail certified funds or drop them off in the dropbox at out office. You also have access to use the PaySlip feature that can be done at ******* and CVS to avoid the trip to our office.

  I found offers to mutually release you from the lease that were denied. If you intend to vacate the property, please submit the Notice to Vacate form found on our website, www.evernest.co, under the Resident tab, titled Notice to Vacate.

  Customer response

  03/07/2024

   
  Complaint: 21342378
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  1. The portal would not allow payments at any time which is why it was delayed. As explained in the non replied emails and we have had no form of communication in text. 
  

  2. You moved office locations to be able to make payments with a cashier check!As we did use the method as form of payment previously at the old office. We tried paying at CVS it was a huge hassle as you wouldnt send the ** code to be able to pay! For the time it wasnt paid what were we supposed to do? 
  

  3. We went without air every summer and the Maintenance team placed a unit.  Your maintenance man ***** placed an air unit with the wrong setting causing the unit to freeze up and no shut off switch that caused the home to be flooded. As well as I have emails and messages saying you would bring air filters monthly never done! Y'all refunded for air filters after realizing you didnt upkeep your word and lead to the unit malfunctioning. Then you wanted us to buy filters after it was already broke. Go look at the ****** reviews and pictures . We paid extra to relocate to due to mold growing in the floors.No air and a flooded house leads to mold which was never fixed to OCTOBER! We paid to buy commercial grade floor cleaners and scrubbed the floors to try to live here due school and work. It was causing asthmatic issues with my kids. 
  

  ***** asked about us coming out of the lease. After, I asked about refunding or crediting us for the relocation/extra gas/ time from work for doctors visits! 

  I even explained again in the email to ***** about all the issues. She said she follow up and never did! I have the ***** PROOF!I was actually told in February when an unmarked man/vehicle showed up at my house. He never gave a letter just said to call the office yall NEVER respond. He said he hears it from all the tenants. That portals wont work and maintenance issues are a consistent problem, but wasnt able to further assist due to him not even being able to speak with office staff.I have pictures of his vehicle if you want to ask him yourself? 
  

  Lyon & ********* said she would call back I asked what if I do t hear from her. They both said the same thing dont to expect a call back! 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are tenants of Evernest and have been for almost 3 years. 7 days ago I requested maintenance for a leak in our living room. I put in 2 more requests in the following days and on the third day, a vendor came and determined it was 2 pipes that burst at the foundation. He turned our water off until he could get it fixed. We have had no water for 3 days now. My husband and I have called, emailed, and texted every single phone number and email we could find online. Evernest has done absolutely nothing to fix address the issue. They have not responded to us and send us straight to voicemail. Theres be no apology, no righting their wrong, no offer of rental abatement or a hotel stay covered. We have 2 young children in the home.

  

  Business response

  02/21/2024

  We are in receipt of the registered BBB complaint. Please see details below regarding our company's records and response/repair timelines:
  1. Resident reported a water leak on 02.12.2024 at 8:31pm stating water was seeping from below baseboards. Important to note that the submitted service ticket did not state there was no access to water or that water was not fully functioning, rather--it only mentioned the active leak. 

  2. Our vendor was dispatched on 02.13.2024 and they visited the home and assessed the leak on 02.14.2024. There was a leak identified on both the hot and cold side of the plumbing. Vendor was unable to successfully make repairs onsite because of the crimp style plumbing lines behind the walls. Sheetrock was cut into in order to locate and assess the leak and the main leak is at the foundation line which will require breaking the slab, for repair. It was noted by the first responding vendor that water had caused damage to the vinyl plank flooring in the living room and that it would likely require replacement in the near future. Written bid was submitted by the vendor on 02.16.2024. Due to the price point of work being over $1K, owner required a second, comparison bid to assess scope and best repair options. Second vendor was dispatched on 02.16.2024. 

  3. Our team reached out to the residents on 02.16.2024 to offer hotel accommodations paid by Evernest on the front end, due to the lack of water at the home. We believed at that time that the repairs would likely take up to another week and wanted to be sure we were sensitive to the resident inconvenience and needs as soon as the first repair details were received and assessed by our team. It was detailed by the Assistant Property Manager when this offer was made that if the residents indeed waited on the rental credit (instead of taking the hotel), a credit could not and would not be offered until the repair was finalized. This practice is to ensure that the total number of days without water (to span the total timeline of repairs) can be confirmed and properly credited (avoiding any vendor delays or credit adjustment needs). The residents denied our offered hotel accommodation and stated they would prefer to wait on a rental reimbursement after the repairs were finalized. Important to note at that time that the residents prior submitted their notice to vacate via our online portal system on 02.01.2024 for a slated move out date on 03.31.2024, citing reasons due to the rental increase proposed for the renewal. 

  4. Second bid was obtained in writing on 02.20.2024 by the comp vendor. Both bids were submitted electronically to the owner, and the first bid was approved and dispatched the same day, hours later. 

  5. Given all details and dates provided above, it is our position that Evernest dispatched promptly and accordingly to the submitted ticket by the resident. We have remained in contact with the residents regarding findings. While the home is considered uninhabitable without working water, our company proactively offered lodging arrangements to accommodate for the remaining timeline of repairs. However, residents denied this accommodation offer and stated they would like to break their lease early and move out before 03.31.2024 without penalty or rent. 

  6. Our company anticipates that repairs will be wrapped up in next 5-7 days **** if not sooner but will have a more accurate ETA and will communicate that ASAP, as final repairs were just approved and dispatched yesterday. We are not able to amend the lease or required/remitted notice period by the resident as this remains their contractual duty and our company and owner are responding diligently and within reasonable timelines of repairs. Evernest plans to assess a credit for the total number of days the home was without water, and will provide those credit details to the owner in the form of a rental credit request, once we have confirmation of the repair completed by the approved vendor. Once approved, that credit will be reflected on the resident ledger. 

   

*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. ↩