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:12/19/2024

  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 moved out of a rental home expecting that there could be a few minor deductions from my security deposit of $2,775.00. They are charging me $1,267.77 for new carpet in 3 bedrooms, hallway, front room. Also $960.00 for interior paint. Neither the carpet or paint were new when I moved in. I left them several house keys and 2 garage door openers and they are charging $100 for keys. I replaced the air filter the day I left and they were doing the inspection the following week. They charged me $36.00 for air filter. It's just incredible. I am registered nurse. I am single with 1 adult child at home. I was counting on deposit for Christmas money. My deposit was $2,775.00 and they are charging me $4,335.09 so they say I still owe $1,560.05. I don't have that. I have been renting houses for 6 years. I was in this house for 2 years. I have never been treated like this by a ***** ***

  Business Response

  Date: 12/24/2024

  Thank you for working with us in order to get this matter resolved. Per our conversation on 12/19/2024, we were not the management company when you moved in and do not have a record of the move in the condition of your home. As you stated during our call, you do not have any move in inspection or documentation from this time as well. We are working with the owner of the home to verify the charges and ensure fairness to all with the lack of documentation provided. We are hoping to bring this matter to a close no later than 12/27/2024. 

• Initial Complaint

  Date:11/26/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Move in, Nov 2019, move out Oct 31 2024. I went through the walk through with a staff member of E and G Realty. Originally my lease was through a property ****************** that closed and the new company, ******* took over.I had rented the home for 5 years. The employee stated she saw no reason why I would not get my full damage deposit returned. I own a cleaning company.The home was professionally cleaned, including carpet shampooing and tile floor cleaning. Yard had been maintained 2 days prior to move out. No damages. The company took ******* off my damage deposit for cleaning and other non damage fees including admin fees. I took 52 pictures of the home at move out proving cleanliness and no damages. Once I stated the charges were inaccurate and disputes, ive called several times, staff does not respond, i emailed the manager he replied by saying it's not his department and there's a process. The home owners are not local and they have a resolution process that is ignored. I sent resolution replies twice with no receipt of doing so as it's online and nowhere they you receive a copy or confirmation. The remarks on the resolution state it's up to the owners to decide on a refund. The home owners do not live locally and have had a property management company since purchase. The fact I had to consult an attorney is alarming. This is supposed to be a professional management company. There was no walk through or video when the new owners took over. The home is older and has many original fixtures. Normal wear and tear was noted. There are concessions for living in a home 5 years. The charges listed are not valid.

  Business Response

  Date: 12/09/2024

  The resident is correct that E & G took over management of her home in 2022 from another company. E & G was not provided with any move in documentation or inspections from the time of move-in in 2019. Upon speaking with the resident on 11/27/2024, we advised her of the circumstances and requested she provide her move in/out photos, copy of her move in inspection that she provided to the previous Property Manager via email and a copy of her professional cleaning receipt. On 12/01/2024, we received the cleaning receipt from *****. On 12/02/2024, we reached out to Cheri confirming receipt of the cleaning receipt and advised we had not received the photos requested nor confirmation she has been able to locate/forward the move in the inspection report for the home. In a follow up message ***** stated that she was unable to locate a copy of the move in documentation. If she is able to provide the requested information, we will be more than happy to re-evaluate the charges on her account and recommend an additional refund based on the new information provided.

  Customer Answer

  Date: 12/11/2024

  I  do not agree.  I am filing court documents today to sue. E and G called 2 weeks ago and did not follow through. I contacted a lawyer and I am following through in court. The owners are not the ones charging me, thet have never been to the home to do so..vE and G made the decision to charge me. The home was left in good condition  and I lived there 5 years.  I have over 50 pictures  from over out, in addition  E and G took a video at move out.i did the inspection  with staff, and she stated in a recorded  conversation that she saw no reason why I would not receive  my full damage  deposit and I left the home in good condition.  

• Initial Complaint

  Date:11/22/2024

  Type:Product 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.

  Prior to moving in on 10/31/23, we received an email asking us to drop a check off with amount $2,195 for "security deposit". Prior to moving out, we received a move-out letter stating that we would receive all or some of SD money back in 14 business days following last occupancy day (10/31/24). E&G waited until the 14th business day to send us a "disposition" letter stating a total SD of $1,815.60. The difference of $379.40 which is stated as cleaning fee on line 73 of our lease.After notifying them via email, they told us that cleaning fee for our move-in. Except, the house was never cleaned. There were dust and dirt everywhere: 2-in thick on ALL the fans, blinds, base boards, etc My wife called the rental agent (***** *******) to tell him. His response was do you want us to send the cleaners back out again?. We didnt want to take another chance, so we hired our own cleaners to do the cleaning right ($200+ cost). I have major allergy issues with dust and dirt so I cant wait. Besides, what good would it make if they send out the same cleaners who didnt do the job right in the first place. None of the walls was re-painted either as promised. We have told ALL of their personnel: rental agent, resident manager (Avy Meirovits), move-out agent (**** ******), etc NO ONE made any notes...Then they asked us to fill out yet another form E & G Real Estate Services Security Deposit Resolution Form which I did on 11/22/24. Now, we entered another waiting game AGAIN...None of the reasons given to us making any sense:1)Cleaning fee BEFORE we occupying the premise? Who would rent a DIRTY house?2)Move-in fee after we already told them all above details? 3)How many cleaning fees are needed? To previous tenants & to us but NO cleaning done!This is beyond bureaucracy!!!Since we handed the house back in a BETTER condition moving in, WE DEMAND TO A REFUND FOR $379.40 that they kept AND some of our own expenditure ($200+ move-in & $500+ move-out).

  Business Response

  Date: 11/27/2024

  ***** - Thank you for your feedback and opportunity to resolve your concern. You are correct - your home was professionally cleaned on 11/05/2023. After you communicated with *****, per our records, the cleaners were recalled on 11/07/2023. I do not see any additional communication following the recall clean expressing additional concerns and understood the initial matter to be resolved to your satisfaction. In regards to the cleaning fee charged, you paid a $379.40 Non-Refundable Cleaning Fee at move in. Your lease states to leave the home in broom-swept condition when you move out. We recognize and appreciate the additional effort that you made to return the home in a cleaner condition than was agreed. Therefore, we have been authorized to refund you the non-refundable cleaning fee of $379.40. If you are in agreement, please advise and we will circulate a settlement agreement to bring this matter to a close for all parties involved. 

• Initial Complaint

  Date:07/12/2024

  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 had a very disappointing experience as a tenant. I specifically asked for an in person move out inspection because I know how property management companies can be. We met with ******* ****** for the in person inspection & she inspected the entire house including front and backyard in front of us and told us everything was fine and we would only be charged for paint and a light bulb. She even calculated the charge & told us how much would be taken out of our security deposit. She then told us to leave because she would make a video going through the entire house talking about the state of everything. A few days later after following up with her continuously about the move out video she made, she sent it to us and long & behold she then added more things that would be charged that she noticed were “in a bad condition”. It was very disappointing because ******* could have told us these things in person if she claimed they were in a “bad state” (when they were not) but she acted cowardly. I then continued to try and contact her several times to know what would be the exact amount of the security deposit we would receive. It wasn’t until persisting and on the 14th business day she sent an email with the amount of the security desposit that would be returned to us and the outline detailing what was being charged. I tried sending a resolution form, I tried contacting *******, Avy, and also ***** ***** to clear this up. ***** ***** replied to my email on June 21st & said he would work with his staff to address this. It’s been 3 weeks and nothing. ******* claimed that our yard turf smelled like urine & charged us $125 just to pressure wash it out. When that $125 plus the unnecessary admin fee of $35 could have been taken out of the pet cleaning fee. We were also charged an additional $255 plus an admin fee of $35 for landscaping and taking the trash out. When once again, ******* failed to mention any of this. We left this property in pristine condition & we expected better

  Business Response

  Date: 07/22/2024

  I appreciate you sharing your experience and suggestions so we can review best practices with our team members to avoid residents feeling left with a similar feeling in the future. 
  I am glad to hear that ******* was able to meet with you and explain how we process painting charges at the move out inspection. This is the type of approach we have intended to develop throughout the security deposit disposition process - provide clarity and set proper expectations. It looks like we started off strong! Please review the attached e-mail communication from April 1. The attached Move Out Letter reads: “Once the move out inspection is completed, all documentation from move in is compared with documentation from move out and submitted to the homeowner for approval on repairs and tenant chargebacks. Once the owner has reviewed and approved the return of the security deposit, the refund check will be issued”. From your communications it appears that this message did not remain consistent as we intended, which led to your frustration and confusion.
  As you suggested in one of your e-mails – our property managers are not at liberty to discuss anything of what we consider wrong with the property and how much it will cost because ultimately it’s the landlord’s decision.
  We will be amending our move out communication to highlight this in more detail to avoid similar situations in the future. To address your monetary concerns – We have submitted our recommendation to the Owner to reimburse you $160 ($125 + $35 for the maintenance admin) for the pressure washing of the turf Regarding landscaping - when you moved out at the end of April the landscaping looked good, but when your lease ended at the end of May the landscaping required attention. Please see photos attached. We contacted the landscaper. He reduced the $225 bill to $180.  Once we receive the Owner’s response regarding the pressure washing we will remit the additional security deposit disposition to your attention.

• Initial Complaint

  Date:04/18/2024

  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.

  In September 2023 I paid $2500 to break my lease. I continued to pay the rent monthly on time and all utilities. They advised me it would take about 40 to 60 days to rent it out. It did not and it dragged on for 6 months. They did not communicate in a timely manner and entered the home without permission and took photos of a bag on the counter saying it was a repair needed. In November 2023 I paid the water bill, EPCOR twice, I was on auto pay and then forgot I was on auto pay so I paid again accidentally. In December 2023 on my rent bill there was a fee for the water bill. I contact EPCOR and they advised me that someone from e&G had called to place the water bill in their name. After several calls with E&G it was determined they mistaken my home with another home and accidently called to place the water bill in their name. Even more horrible is that they accused me of doing this without realizing it was another one of their employees who made the mistake (mind you I could not call EPCOR to place the bill in their name even if I wanted to). To make matters worse is that I had to call EPCOR and pay to have the water put BACK into my name, all I got was a text from ***** saying, we will credit you back the activation charge they will charge They never credited anything back to me in the security deposit.I handed keys over 03/18/24, I provided receipts for professional cleaning and carpet cleaning. She advised me I would get my security deposit back because it looked good, in 14 days. A month later I got $787 deposited on 04/18/2024. After reviewing why they are only giving me back $787 of $2005, I see they are charging $500 for paint, I never painted the home and they want to charge me for excessive paint needed. They also want to charge me admin fees Mind you I already paid an admin fee AND cleaning fee at the beginning of my lease.They are also charging me for a light bulbs 2 handyman fees, and AC filter fee which is supposed to be paid by them.

  Business Response

  Date: 04/23/2024

  Hi ********, You requested to break your lease and signed an Early Termination Addendum in September of 2023 allowing us to find a replacement Tenant before your lease end date of 5/30/2024 and help mitigate your expenses. The property was listed at your current rental rate of $2295/mo. Within 30 days we reduced the price to $2,195/mo to help find a replacement resident faster. On October 21st, 2023, our leasing agent reached out to you via phone and text to show the home to prospective residents. You acknowledged via text you still had belongings inside and needed to clean - but wanted people to know it would be better after. The group was not interested in applying. We reduced the price again on October 31st to $2150. We spoke with you in January that we had interested parties, yet you still had not cleaned out the home. You stated it was cleared out as of January 6th, but the home was found dirty with belongings after the next tour. In February, I reached out to you with photos. I asked if you would like our assistance to which you declined. You were advised again that the current condition of the home left less than favorable impression on prospect residents. You failed to respond. It was not until March the home was cleared and cleaned. I am not seeing any lapses within services regarding your landscaping that took place. Services were provided quarterly and any additional requested service would be at the expense of the resident per the homeowner's direction. I do acknowledge the mix up with your utility services which ended up being placed back in the owners name. We credited you the $22.95 service activation fee to your ledger on 01/05/2024. If you are seeking additional fees regarding this, I am happy to review accordingly. If you feel you double paid EPCOR, please review this with them directly. I appreciate you following our process for a request to resolve your security deposit dispute. Thank you, ********************* - Director of Operations

• Initial Complaint

  Date:01/05/2023

  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 have had an ongoing issue with my roof at the property I rent. Originally it was managed by a company called Sundial, then it was handed over to E&G. In the time since E&G has taken over, they have not only failed to remedy the original roof issue, but have wholly failed to manage the property at all. Dog feces, debris, broken lights, broken safety gates, etc.I alerted E&G to this roofing issue on December 4th, 2022 as I had water entering my residence and pooling in my walls and ceiling. E&G failed to act until January 4th, 2023 and promptly tried to spin this as A) something I as a tenant should be fine living with, and B) have now attempted retaliation by trying to force me out of my unit.***** and *** both actively ignore my calls and have outright refused to meet in person, going as far as outright telling me not to come to their business and that they wont be responding any further.Due to an unbelievable failure to communicate on behalf of E&G, I have been without bathroom access for three days as well as the immense stress that comes with an issue like this, thats gone on as long as it has.

  Business Response

  Date: 01/06/2023

  ****, I am sorry this issue has persisted for as long as it has. As you indicated the roof was installed prior to our taking over as property managers. As soon as you placed a work order request on December 4th we dispatched a work order the same day and followed up the next day with the contractor for scheduling. I have laid out some of the additional dates and actions related to remedying this issue below: 12/05 & 12/06 - E & G follows up with Five Guys for scheduling - no response
  12/06 - Five Guys states they left a voicemail for **** and get it scheduled
  12/07 - E & G received confirmation appointment set for 12/14 and notifies **** via text
  12/12 - ***** confirms with **** "I will be available Wednesday yes, as of now, no real additional damage."
  12/14 - Five guys does temporary patching to exterior - no access to interior
  12/19 - **** Emails Landlord, **** and ***** issue ongoing into 12/20. Five Guys confirms final work scheduled for the weekend.
  12/22 - Five Guys completes exterior work
  12/23 - **** Emails Interior damage needs repaired - Five Guys says **** would be contacted on 12/27 after returning from holiday to schedule for interior repairs
  01/01 - **** Emails asking for update since they bare responsibility
  01/03 - ***** calls **** to review issues and ***** begins scheduling
  01/04 - Work commences on exterior and interior
  01/05 - Work scheduled to be completed, **** turns away vendor
  We checked our phone records and do not see that we have received a single call from **** during the month of December. To be clear - We do not feel this is something that you as a Tenant should be fine living with, rather the opposite. Per EHS you can move the fans or shut them off as needed when needing to use the space. We will reach out to schedule the completion of the interior repairs and appreciate your cooperation in advance.