Complaints

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• Initial Complaint

  Date:11/20/2023

  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.

  Hello, I currently live at ********************************************************************************. I rent the unit which is managed by Orange County Property Management, ****************************************************************************************. On October 23rd my front door lock was not working so I contacted management and they sent one of their **** vendors out to change the lock, ********************************* Mobile: **************, *************************** When he were finished I was given 1 key and told that the other would be dropped off at the office. Since, I have put in notice to move out and they had scheduled showings on Saturday, November 4th. In the afternoon on November 7th I received a call from ****** Verde informing me that they were unable to get into the unit and asking me if I had changed the locks. I contacted the office to see where the spare key was and was told by *********************** that it was still with the vendor as he hadn't had a change to drop it off, 15 days after my locks were changed. I inquired about my son and my safety as someone who is outsourced by management had access to the unit for over two weeks to which ********************* up on me. I later spoke with the supervisor, ***************************, who was uncompassionate about the situation, he threatened to hang up on me several times during our conversation because my mom was on the line trying to help sort it out. Several minutes after I got off of the phone with ***** he had ****** call me back and tell me that they had the key the entire time which I know was a lie as ****** informed me that it was still with the vendor who said they would drop it off that evening and they were unable to show the unit to several interested parties who all showed up on November 4th to see it. I'm concerned about the lack of care they have treated a ***** with and the lack of follow through around obtaining the spare key after they sent a vendor out to change the locks. I am a single woman with a toddler and our safety was in jeopardy. Thank you, *******

  

  Business Response

  Date: 11/21/2023

  We understand the significance of the situation ******* was facing,especially considering the decision to break her lease. Additionally, we recognize the financial responsibility associated with breaking a lease and urgency to re-ren the property.

  Regrettably, it seems that our agent, ******, was not informed about the new key and inadvertently used the old key instead.

  There was a misunderstanding regarding the key issue upon investigating the matter, we realize the oversight in the key logging process.  Our standard procedure involves placing new keys in a designated area, logging them into our system, and disposing of the old keys once the replacement is complete. 

  ****** took the initiative to reach out to ******* and explain the situation. Unfortunately, we have learned that the exchange did not go as smoothly as we would have hoped.
  We want to emphasize that our team is committed to providing a respectful and professional environment for all our tenants.

  Steps are being taken to ensure better communication within our team to prevent such incidents in the future.

  Customer Answer

  Date: 11/21/2023

  Hello,

  
  I received the response and unfortunately OC Property Management is not being truthful regarding this matter. After I was asked about the lock by ******, I spoke with *********************** in their office and was told that the new key was still with the vendor and that he could drop it off that evening which was two weeks after the lock had been changed. This complaint has nothing to do with me breaking my lease, due to one neighbor smoking cigarettes and the other marijuana so my 3 year old and I aren't exposed to second hand smoke. It has to do with the lack of care and organization OC Property Management has for myself and the safety of my child. 

  I am requesting a refund for the days that the key to where we lived was with one of OC Property Managements vendors, I am also requesting information to find out if these vendors are given any sort of background check prior to being dispatched to the units where people live with their families and children. I have since moved out of the unit but want to ensure the safety of others who continue to ****************** managed by OC Property Management as their disorganization and lack of care could result in an unfortunate circumstance. I do not trust that OC Property Management has their tenants best interest at heart, we are simply a paycheck to them. 

  Thank you,

  ************;

  

  Business Response

  Date: 11/23/2023

  There was a misunderstanding on our part, and we acknowledge the oversight in the key logging process. Our maintenance team was not aware that the key was in our office the entire time, leading to confusion in our communication.
  ****** promptly contacted ******* to clarify the misinformation and even offered to visit the property immediately to demonstrate that the key was indeed in our possession. We understand the importance of transparency and are committed to addressing any concerns promptly.
  It is regrettable that this miscommunication occurred during what we understand to be a challenging time for ******* due to her divorce. We apologize for any additional stress this may have caused. Our team is taking immediate steps to enhance communication within our organization to prevent such incidents from happening in the future.
  We understand the financial *************************** is going through due to her divorce, she said so herself to ****** that she could not afford her rent and that is why she has not paid Novembers rent till this day. Our goal is to re-rent the property as quickly as possible to help minimize her financial burden.

  Please be assured that we have no intention of infringing upon the privacy of your vendors or employees. Our primary goal is to address and
  resolve the miscommunication that occurred during the lease termination process. We will not compromise anyone's privacy.

  Customer Answer

  Date: 11/28/2023

  It is unfortunate that this response is full of more false statements which should further demonstrate how **** conducts their business.

  ****** never offered to visit the property immediately with the missing key as it was still in the vendors possession. 

  I have never been married and am not going through a divorce, another example of the dishonesty and disorganization **** exemplifies. I was also served with an eviction notice after putting in my 30 day notice to vacate, which further confuses all of the chaos **** is involving me with. I did vacate the property per the eviction notice. 

  Furthermore, I have seen a lack in efforts to rent the unit. Including not calling potential tenants back, wrong details in the rental listing, misinformation given to people calling to inquire, and having potential tenants show up to view the unit and not being able to get in because the key was with the maintenance vendor.

  I would like to reiterate that this complaint is due to the lack of care **** has had for me and my safety. They had the locks changed and didnt know where the key was for over two weeks and unfortunately it was with one of their vendors putting me and my son at risk. 
  

  Additionally, I notified **** several times about a neighbor smoking which was getting into the unit. They never addressed the issue which is why I put in my notice to move. I was told to contact the **** although I am not the property owner. I had to follow-up and ask about the status and was told that they were going to reach out to the *** and then served an eviction notice several days later. If this issue had been handled properly I would not have been forced to move. 
  

  Kind regards,

  Jillene