Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented from them and at move out they tried to charge me disposal for items that were already there and in advertising photos of home. They also charged 300 cleaning and 350 to clean out new carpet spot. I did not receive any deposit within 14 days and then only a portion with these fees still taken out. I had carpet cleaned for much less in the entire house. They ghost me constantly

  

  Business Response

  Date: 01/14/2025

  Hello, Thank you for your correspondence.  The property manager and the resident have come to terms and we have received an email from the resident accepting the offer.  A check will be processed and the matter is now closed. 

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put off filing a complaint due to fear of retaliation from Ashford management services when it’s time for my rental reference. But no tenant should be treated in this manner. I submitted a work order in May 2022 for the patio & front door seals, I explained that bugs were coming in around the doors and foundation. Instead of Ashford taking responsibility they keep giving me the run around stating DC cleaning said they fix the door or asking me to continuou**y submit pictures and documents only to do nothing with them. Ashford never had the doors fixed or paid for pest control. Infestation falls under the owner's responsibility, but I was forced to hire a pest control company. In August 2022, I submitted a work order for the mildew in the kitchen and water leaking under the sink. In October Ashford called in Summit restoration. I was told by both companies it would take 2 to 4 weeks to complete the repairs. It has been 4 months with no completion date in sight. Ashford is not making any effort to help. I have not received a rent discount in 3 mo. even though 1/2 of the kitchen is gone and I was not able to cook Thanksgiving or Christmas here. Also in October, I asked the owner if I could throw out the carpet because it was now infested with bugs from outside. He said Yes, But now it’s January 2023 and the owner has changed his story so Ashford expects me to pay for new carpet. However, I have text messages and a witness who heard the conversation and will collaborate January 15, 2023 the HVAC (heater) stop working. ********* *******, the owner of Ashford management services must realize there are laws that govern this type of negligence. I don’t know how many agencies will have to get involved in rectifying these issues but I'm hoping just the BBB. Now that the option to resend the lease is on the table, I will be vacating this unit in March but that does not address the immediate financial or maintenance issues listed above.

  

  Business Response

  Date: 01/28/2023

  
  06/29/2022- ** submitted a Cancel w/o request indicating she removed the hose and had the house professionally treated.  Cancel Request: Resident reason: I removed the inactive line from the refrigerator and covered the opening to the freezer. The pest exterminator I hired today serviced the house and yard. The bugs seem to be a combination of insects, carpet beetles, mites, no see-ums, ectAMS contacted ** to get a copy of the pest control invoice so we could determine exactly what was found.  AMS was provided a copy of the T2 pest control invoice on 01/11/2023 (attached). It indicates   the property was treated for beetles. The next time the pest issue was mentioned was on 12/29/2022–   when ** submitted w/o 5992,  which indicated, among other items,  that the baseboard gaps were never fixed.  ** mentions that she had two pest control companies evaluate the property.We contacted ** to get a copy of the report(s) she sent the T2 invoice dated 06/29/2022, indicating treatment for beetles. ** said the other evaluation by Truly Nolan was not captured in writing.  Regarding the baseboards,  ** had mentioned earlier that she caulked the baseboards; we reached out to the primary vendor doing the restoration to take a look. 
  Demo work was being done in the kitchen, including demo of cabinets and countertops.  The vendor would/could not have proceeded if there had been evidence of an infestation.  There were no bugs or insects noted. The Owner visited the property in both July and August, no irregularities were noted.In the 12/29/2022 w/o,  ** says: I want to be sure everyone is on the same page the owner,  “Kelly” gave me permission to throw out the carpeting because of bug infestation. AMS contacted the owner, and we were provided the following text capture. I never told her she could remove the carpet I told her she could replace it and gave her my guys number.Attached are two screenshots from a conversation on 10/10/2022 between the Owner and **,  which show the owner providing ** vendor information. Her answer indicates that she would pay for the replacement.  The ** complaint mentions having texts stating, otherwise; we reached out for copies but have not heard back (email request attached).   
  To reiterate: The carpet conversation was between Owner and **-  AMS was not made aware of it until 12/29/2022.Remedy to Bug Issue: The owner agreed to a rent credit to    ** for pest control service performed by T2 on 06/29/2022. Her account has been credited.   Citywide Pest Control was dispatched at Owner’s expense to evaluate and perform a  courtesy spray.   The eval/treatment occurred on 01/26/2023,  (**ip attached); Further investigation will be conducted during our inspections. Hi Kim, I spoke with technician, she did not see any live insects while she was there. There was something in the corner ceiling, she could not tell if it was bugs or not, she sprayed but they did not move. Sheila asked her to spray the back of a chair, technician did but nothing came out The carpet matter is something else; AMS was not involved in the conversation(s). The owner is  reviewing. ** will be kept in the loop throughout the process. DoorsThe complaint mentions a w/o submitted for door seals in May 2022; the first w/o on file, 5665,  regarding doorsreflects a date of 10/20/2022.
  A vendor was dispatched on 10/21/2022, and the work was completed 10/26/2022.  On 10/26/2022 –   after the vendor left, ** sent a text saying the door was not fixed.AMS reached out to the vendor, who indicated that the door was working. (email attached) it was noted that, in the future, a door specialist might be needed. In the 12/29/2022 w/o,  one of the items indicated the door seals were never fixed. We reached out to the primary vendor to    take a look.Remedy to Door Issue:     A   vendor was sent to evaluate the seals and mechanisms on 01/25/2023. The vendor reinstalled the hinges, adjusted the existing weather stripping,  and adjusted the door frame.   Shortly after the vendor left, ** sent a picture (attached) indicating there was still a gap. A gap is unclear in the photo. Further evaluation of this issue will be addressed during the inspection. The patio door needs further evaluation; a door expert will be deployed. ** will be kept in the loop.  
  Mildew For the balance of this matter, AMS was not a point of contact. ** was dealing directly with the primary vendor and the Owner. AMS sent periodic updates as informed for reference and documentation. Since the complaint, the dynamic has changed; insomuch as the primary vendor will schedule directly with **, AMS will be the point of contact for the project and will see it through to fruition. 8/22/22-  ** submitted a w/o for an under-sink leak and mildew. We informed the Owner, and he went to the property to assess the problem.  On 08/23/2022, the Owner tightened the pipes under the sink and requested AMS dispatch a vendor to address the wet board under the sink and mildew. A vendor was immediately dispatched; they examined the leak, installed a new bottom board, and treated the minormildew detected with a mildew treatment. 09/23/22- ** submitted a w/o indicating that there was mold. In the w/o,  she indicates that she messaged and sent pictures on 09/16/2022.  AMS does not have a record of that. Once the w/o was received,  AMS texted **;  however,  the message failed as the number was changed.  AMS then emailed ** to determine the issue and ascertain a good contact number. Pictures were requested. 
  A reputable licensed mold and remediation company was dispatched on the 23rd  - ** was notified. The evaluation found some moisture, indicating a possible leak behind the wall. The finding created the possibility of    non-visiblemold. The protocol is to seal off any areas and to have a plumber address the issue, which was done. During the course of the repair(s), it was determined that mold was forming, which prompted the owner to submit a claim with the homeowner’s insurance. Once an insurance claim was initiated, the vendor became the tenant's primary vendor and point of contact, so there is no overlap or confusion.  ** was informed that it was a long process and, further, the many mitigating factors that can delay the start or progression of work, including but not limited to, supply chain, vendor schedule, custom sizes, workmanship, vendor availability, and coordination with multi-insurance companies. These delays are widely known and have been prevalent and ongoing since the pandemic. They are out of the control of vendors, Owners, or management. ** was in the loop and, has been kept informed as the process unfolds. She has total access tothe primary vendor, Owner, HOA, and AMS.10/01/2022 ** submitted a w/o indicating that the angle stops in the sink were leaking; AMS dispatched a licensed plumbing specialist to make the repair. 10/10/2022 ** submitted a w/o indicating the primary vendor mentioned that the angel stops were still a problem, a licensed plumbing specialist was deployed,and the matter was fixed.  
  The cabinets and countertops were removed during this period, and a temporary sink was installed. The area of concern was remediated.  Simultaneously, the owner worked with the insurance company to    finalize the claim.  At some point, the owner was informed that the insurance claim should have been filed with the HOA,  in conjunction with the homeowner’sinsurance. The two companies started negotiations to satisfy the claim.  There is no denying that the process has been plagued with issues. The insurance companies are still negotiating.  In good faith and intention, the Owner authorized work to commence in  anticipation that the insurance companies will work it out. There has been progress in the last few weeks,  and although we don’t have a   firm scheduled completion date, we are confident that this project is a priority. HVAC01/15/2023 ** submitted a w/o indicating heat not working. The issue was resolved.  Concessions10/01/2022 ** sent a text expressing dissatisfaction with the process; she was offered a lease break without penalty.  10/18/2022 ** indicated she was mulling it over and not to proceed with approval (text attached).12/20/2022 The o wner o ffered a   lease break directly.  
  05/2022, ** required rent assistance.  The Owner agreed to waive fees   and wait for assistance to pay without penalty.  The rent was paid 08/2022.11/2022, **   informed AMS about difficulty paying rent; AMS and ** worked through the process together. The owner agreed to suspend the right to evict, and late fees were waived. The back rent was paid 01/04/2023. In October 2022, a $300 inconvenience rent credit was applied to **’s account.   On 12/30/2022   ** inquired about additional rentconcessions for the rehab delay. On 1/24/2023, a$1200.00 credit was applied to her account. ** has given notice to vacant 03/31/2023; the lease has been rescinded,  and no early exit penalty will be assessed. In closingThis is a difficult situation with many conversations and moving parts.  It has not gone perfectly.  Having said that, this complaint is directed at AMS. AMS has done everything within its power while problem-solving in the minute to be accommodating, communicative, and ultimately provide our highest and best service. 
  On a personal note:Ashford doesn't or wouldn’t retaliate.  We are a professional company with a hard-earnedexceptional reputation. We behave with the utmost integrity and within the professional parameters set forthby Our own, ADRE, BBB, and the many other associations we are affiliated with, codes of ethics. T  o imply, without cause, that our intentions are otherwise, is mistaken. We work tirelessly for clients and tenants.  You can gleanthese traits through the correspondence provided with our response, which include accolades from the complainant. We regret we are where we are. We are confident we can work it through. We are working closely with ** to conclude this matter successfully. We hope she feels the progress she has been seeking has taken a positive turn, and is confident that these matters will be resolved. Respectfully Submitted by Christine *******, Owner/Designated Broker Ashford Management Services
  Attachments: Dec 30, 2022 emailT2 pest invoiceVendor door assessmentOwner ** carpet text jpg.Text message history phone #1Text message history phone #2Email historyGap pictureLeaseNotice to Vacate email

  

  Business Response

  Date: 02/07/2023

  Hi I think there is a misunderstanding we are letting you out of your lease on 02/28/2023.  Your account was credited for $1,350.00 plus we did a courtesy spray.  We've done everything that you have asked.  The carpet was an agreement with the owner and we were not part of it. Please consider all we done and have been trying to accomplish since this entire matter began. 

  We are confident we get this all worked out!

  Customer Answer

  Date: 02/08/2023

   This offer is not acceptable, as Ashford Management services are aware I never signed the contract to vacate the unit on February 28^th and will not be moving on that date but I hope Ashford will continue to fix the unit after this file close.

  SUMMARY

  Ashford management said they have done all they could. This is a maintenance complaint because I’ve been without a kitchen for over 5 months and counting, with gaps and leaks in the foundation, the patio door will not seal/close properly, and the mite infestation which I’m still buying pest control for it.

  Since I filed this complaint in January, Ashford has sent citywide pest control to spray once and a maintenance technician put weather stripping around the front door. I’m sorry but that doesn't constitute a property management company doing all it can do. Not when there’s major construction not being addressed.

  I want to move, I don’t have a kitchen and based on Ashford’s initial response there is no expected date for them to complete restoration in this unit.

  Contrary to Ashford’s belief, my having access to the $3000 later versus now, is not the same thing”. and it's what keeping stuck in this house another month.

  The quickest way to resolve this issue to everyone's satisfaction is for Ashford management to release my overage of  $3000 from my tenant account and pay me via check so I can expedite moving out of here. This does not include my $1800 fully refundable deposit which I'm fine with Ashford holding up to 10 business days after I move out. The money in my account is what I pre-paid Ashford management not realizing all these maintenance issues would still exist.  

   

  SUPPORTING DOCUMENTS

  (1)    Ashford management wants me to sign a non-disclosure agreement instead of a lease addendum to walk away from this lease. I’ve never known a lease contract that you have to give up part of your civil rights in a real estate agreement.

   

  Below are images of the contract emailed to me by Clark & Walker P.C on behalf of Ashford