ComplaintsforAccess Asset Management, Inc.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is the most unprofessional property management company I have ever dealt with. I was trying to tour one of their listed properties and was told to go through a third party site, Rently, to do so. After trying to use Rently for the first time, there was a glitch in the system creating an error and not allowing me to continue after several tries. I then proceeded to create another account to see if I could continue with the process of a self tour but to my dismay, I was still unable to finish the process. This was after uploading *************** info twice. I then asked my daughter to try and she was also unable due to a continued glitch in the system. When I reached out to Rently support they said that my daughter and I were banned in the system due to multiple account creations that were only the result of their errors. They instructed me to call Access to lift the ban but when I did they said they could not assist me either. They didn't even attempt to find out what happened or why it happened. What kind of property management prevents a potential tenant from even seeing their property due to that company's own failed processes and glitches in the system and after I uploaded my confidential information. The reviews on Yelp are terrible and I can see why. Makes me glad I didn't rent from them.

  

  Business response

  10/27/2023

  We do not have the ability to remove a ban from a Rently account. Rently is a third part company that has banned you, it has nothing to with **. Whomever told the complainant we could remove a ban was wrong. ******'s customer service number was provided to you to resolve your concerns. I do not believe that complainant was banned for the reason they've provided in the statement. I believe they were banned prior to contacting our company to view a property, but I wouldn't know because the ban has nothing to with our company. Prospects are routinely banned for participating in fraud, damage to a property, or theft. ****** maintains the information necessary to make a determination as to the actual reason for the ban, but again there is nothing we can do to resolve the issue.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My situation is this, the pool man that was here prior to me signing my lease caused an algae issue that he never tested or reported. I hired a new pool man that was an actual adult and took care of the pool. He found the algae issue, I let this company know it and they are now trying to stick me with the bill. I dont own this home, it is a rental, YOU are responsible for repairs. I signed a lease with this home and you led me to believe it was a clean and functioning pool, but you hid the fact it had algae and could have made me ill.

  

  Business response

  06/20/2023

  I've spoken to the Complainant on the phone at length regarding his concern. The pool vendor that was hired by Access, whom had been servicing the pool until December of 2022, was terminated at the Complainant's request due to the Complainant's assertion that the vendor was doing a poor job and the Complainant was unhappy with the level of effort the vendor was exerting in maintaining the pool. At the time we discussed solutions to the Complainant's concerns, and the Complainant proposed he hire and supervise his own pool service vendor. We agreed, and the amount that was being paid to the terminated pool vendor was then applied monthly as a credit to the Complainant's tenant ledger. Now, over six months later, the vendor that the Complainant has hired is asserting that the pool needs to be drained and a chlorine bath completed on the pool walls and drain system in order to eliminate an algae growth in the pool. The cost to do this is $600.00, and the Complainant expects the Landlord to cover this cost as the Complainant is asserting that the pool vendor that was terminated over six months ago is responsible for the algae growth in the pool today. We contend that this is in no way related to the terminated pool vendor, and that the pool vendor that the Complainant hired is responsible for any degradation of the pool to the point that it is at now. We further contend that in all likelihood the pool vendor that the Complainant hired is financially liable for any cost related to the pool needing to be drained and refilled, or at a minimum owes the Complainant a refund of all fees paid to him since his service was employed in December of 2022. At this time we've instructed the Complainant to get a sample of the pool water and take it to a reputable pool supply company to have the water tested, and get an expert opinion as to what must be done to condition the water in such a way as to make it safe and enjoyable to swim in. It should also be noted that the water is clear and clean, however the algae that the Complainant's vendor is referencing is growing on the hose to the sweep for the pool, and nowhere else. I've also asked the Complainant if they've swam in the pool recently to determine if there is some irritation to their skin that should be addressed, and the complainant said that he has not recently swam in the pool, and only used the hot tub last several months ago.

  Customer response

  06/21/2023

  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. The business and I are working together to resolve!

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid 50 dollars for application I met all the requirements sent them three months bank statements as they require and says on their requirement application process and they still denied me saying that I was not living in my current residence long enough and I’ve been here one year as in April of last year call them for a refund and they stated they do not give refunds, but they were keep my application for another property I applied for the property I wanted and got denied even though I met the requirements I’m looking to get a full refund on my application fee and they also try to tell me that I paid rent late and I pulled out my four year receipt of all my rent paid and not once has it been late that was another made up. Excuse not to rent me the property she also told me that they had other applicants that they were considering since they are local and since I’m in Arkansas and I can’t come see the house before I apply for it that they denied me which nowhere on their contract says that if you live out of state and cannot view the home before a plane that you get denied

  

  Business response

  04/07/2023

  The Complainant's application was rejected for multiple reasons:

  
  

  What was uploaded by the Complainant to document income was not sufficient and they were asked for 2 years of tax returns to verify the validity of the income as well as substantiate the amount of income. Our application specifies that we require proof of income. Without going into details on the applicant's source of income, we determined that bank statements were insufficient to establish reasonable determination of monthly income amounts nor longevity of the income. Additionally, our application specifies "Management and Rental Owner Reserve the Right to Request Additional Documentation", and thus after requesting additional documentation and the complainant failing to provide the additional documentation in a timely manner, they missed the opportunity to lease the property they initially applied for. Lastly, although refunds are considered on a case-by-case basis, our application specifies "There is a $50.00 non-refundable application fee per adult residing in the home. This application fee is due up front .... Funds are used to obtain credit reports, employment verification, eviction search, criminal court search, current and previous landlord character reference verification, property management collection search, staff time and overhead.", and as we had already expended costs, both hard costs related to the credit report, and soft costs such as staff time and overhead, the refund request was denied.
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Access Asset Managment on February 02, 2023. I viewed home, *** ****** St. Lake ******** CA, ******. My family and I viewed it. February 07, 2023, I spoke to ****** ******* in wanting an application. She sent the link; I filled out 2 out of 3 applications on the 7th. Paid $50.00 per each application. 02/09 I sent in the 3rd application for my dad. 02/10 I was contacted by ****** *******, stating we were pre-approved for the home. We set the move in date March 01, 2023. I was in contact with ****** and we discussed moving the move in date to February 17, 2021. 02/10 ****** called me again informing me that at this point all they needed was verification from my dad's employer and we can move in on the 17th. I had to give her a deposit of $3025.00. I jumped on the opportunity. I went to the bank and made it their office right before they closed on 02/10/2023. That same evening at 5:02 pm I got an email for a receipt for a holding deposit. After reading the document, I called ****** as I did not want to sign it until I was 100% sure we were going to get this home. ****** informed me not to worry because all she needed was verification of my dad's employer. I then proceeded to have my elderly parents and I sign the documents. 02/12, My mother and I signed the document. 02/13 my dad did. It was not until we signed said document that we got calls and test from ****** that she needed to verify lots of things. I sent text saying this should have been done with BEFORE asking for a deposit! Otherwise, why would I sign anything to lose a lot of money! All of a sudden there were issues! I offered tax docs, old bank statements. The background checks that they returned to us, has our past housing history with the same information written on the app. ****** said we will change the move in date to 02/21/2023. I said ok. I asked about my deposit she said her manager has to contact me. I got an email 02/23 stating we forfeit the deposit. I am out $3025.00. I didn't lie

  

  Business response

  02/24/2023

  This has been resolved directly with the Complainant.
  

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Septic has overflowed 6 times in 1 year and never worked properly (black water overflow flooding house and back flowing into shower) All windows rotted, not sealed, and dont operate correctly Bathroom floor rotted with large hole for past 2 years Outside paint rotted with signs of wood rot House air conditioner broken and never fixed (2 years ago) All maintenance calls have been responded with lack of responsibility (blames tenant) Doesn't send requested technicians for maintenance on most issues and during the times they do its 2 days late

  

  Business response

  01/23/2023

  We have also been made aware of the sewer issue at the property on the same day that the Complainant submitted this BBB complaint. We are working diligently with the owner of the property to resolve the issues, several of which we were not made aware of, in a timely manner. The last time the Complainant made us aware of a plumbing back-up the plumber pulled disposable wipes from the sewer line and the Complainant was instructed to not flush these down the drain, we suspect that may have been the lingering issue which caused this most recent back-up.
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 4/1/2022 was approved to move in with a move in date on a rental property from access asset management gave them a security deposit check which was cashed and then they proceeded in verifying g my honest and very truthful verifications. They combed through my previous rental history and employment history which were and are both truthful and legit with a fine tooth comb. I feel access was just looking for any reason to keep my security deposit on bad faith and illegally. they use unlawful and unauthorized forms to manipulate people out of their hard earned money. my wife and I are more than qualified to live at the property they stole my security deposit from but since racial discrimination was a factor I was pushed out. I want my illegally kept security deposit back! shame on access asset management for poor management and illegal values

  

  Business response

  05/31/2022

  I received this detailed response from my Compliance Manager, who attempted to resolve the issue with the Complainant, I've substituted names for identifiable titles for privacy;

  
  

  Hi ****,

  
  

  Please see below for my involvement and timeline of events. I have added the relevant emails for reference. Let me know if you need anything further from me. I feel this guy had ample opportunity to correct the issues and didn't because he knows he provided inaccurate information.

  
  

  4/11/22 - HDR signed by "Complainant" (4/12/22 by "Complainant's Co-Occupant")

  4/18/22 - "Application Underwriter" emailed "Compliance Manager" and "Office Manager" to make us aware of the verification issues including not being able to verify both tenants employment and "Complainant"s residence. (see attached)

  4/19/22 - I reached out to "Complainant's Co-Occupant" and her voicemail was not set up. I spoke to "Complainant" to address the issues and he was combative or was unable to hear me when I addressed the discrepancies. He stated he would call me back and never did. 

  4/19/22 - Emailed "Complainant's Co-Occupant" and "Complainant" to recap the discrepancies and how to resolve each issue. The applicants did not respond. (see attached)

  4/21/22 - Sent follow up emails to both applicants and received no responses. (see attached)

  4/22/22 - Original scheduled move in date.

  4/26/22 - Final follow up informing "Complainant" his deposit would be forfeited due to him and "Complainant's Co-Occupant" not being responsive. (see attached)

  5/2/22 - Applicant emailed demanding his deposit and my response explaining we would prorate the charges once we secured a new tenant (see attached)

  5/18/22 - Email from tenant for a status and response (see attached)

  5/26/22 - Email explaining it is past the point of a refund and closing the matter out.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After living in a apartment that had a hole in the ceiling for a year before it was patched. A pipe broke and I am being told by the contractors that I will be needing to move and have heard nothing not my rental company. They refuse to put me in a hotel when I can’t use my bathroom or kitchen. There are holes cut in multiple walls exposing mildew and mold. I have attempted multiple times to contact via phone and even went to the company in person only to get no responses or be told that they are out to lunch for several hours. I had to pay for a hotel out of my pocket for a few days but can no longer do so financially even though the contractors all say it is not safe for me to be staying there. The rental company does not care about health and safety.

  

  Business response

  02/02/2022

  I beleive this was a misunderstanding, and likely my fault. The Resident reported a plumbing related issue on 01/21/2022, and we dispatched a plumber who was able to find and repair a leak in the common area of the building. I was onsite to review the findings and determine the proper course of action. When on site, and after seeing the extent of the damage I advised the Resident that there were two distinct possibilities of what the next steps were. First, was a temporary hotel stay in order to make necessary repairs to the units affected, and secondly (if it was determined to be a lengthy repair) a cancellation of the lease and payment for the early termination of the lease in the form of relocation assistance funds totaling two month's rent, but that in the case of the second option the Resident would need to vacate and surrender possession of the unit and that no compensation outside of the two months rent would be provided, hence no payment for a hotel room while she found other accommodations. We had the remediation company on site the same afternoon to inspect the unit and determine the extent of the damage. Once we received the report from the remediation company we contacted the owner of the property to determine how he would like to proceed given the extent of repairs. The owner could handle the repairs out of pocket or file an insurance claim. When we were going through this it came to our attention that an adjacent unit may also be affected and would need to be inspected, which took place the following day. There was a delay in making a decision by a couple of days, but I don't beleive it was substantial, and perhaps setting a better expectation on the time it takes to make a determination on the steps following instances of significant damage should be better relayed to residents in the future. At this time, the Resident has signed a Mutual Cancellation and Settlement agreement, has vacated the unit, and has received payment in full for the amount that was agreed upon. From the Resident's perspective I beleive the issue is resolved.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied to rent a house. I was told I was approved and needed to put a holding deposit so I paid a 2500 holding deposit. Then they said they had to see if i was approved... after telling me I was approved. I then got a call from another application at a different house we applied at so after having my emails and calls ignored from access we emailed access and told them we got approved at another house they said they would keep my deposit if I didn't rent there home so I decided to rent their home so I don't lose my 2500.00 then they rented to someone else and said they were keeping my deposit.

  

  Business response

  08/23/2021

  Thank you for giving us an opportunity to respond to this consumer's complaint and shed light on the owner's perspective. 

  
  

  The complainant applied for a property that is under our management, and signed a Holding Deposit Receipt (attached as Exhibit 1) on 08/03/2021 which specified a move-in date of 08/17/2021. This is after the Complainant viewed the home on 07/28/2021 and stated "Hey {Application Underwriter} I went and looked at the house it is a little rough around the edges the only question I have is does the air conditioner work?". After the Complainant signed the Holding Deposit Receipt on 08/03/2021 our staff began verifying the information provided on the application and pulled the advertising for the property. On 08/10/2021, after several emails back and forth with the Complainant on attempting to verify the information that he provided on the application we received an email from him stating; "Hey {Application Underwriter} I just wanted to reach out to you we received an approval on another house we were looking at I just can't wait to see if you guys were going to approve me or not it's just taking too long I figured I'd let you know right away that way you guys can look at other applicants." to which our Application Underwriter responded with "Hi {Complainant}, I just wanted to touch base regarding the email you sent yesterday evening. The only thing I am waiting on is the verification of residency for your current residence.", to which the Complainant responded with; "We were accepted elsewhere. This process was just too long. We are no longer interested in this property at this time.  Thank you for your time." This is the timeline of the events related to the crux of the Complainant's assertion of wrongdoing. 

  
  

  As you will see on Exhibit 1, the Complainant was made aware that his occupancy was predicated on successful verification of;

  • Valid State of Federal Issued ID
  • Residence Verification (5 Years)
  • Proof of Insurance with Liability Coverage of no less than $250,000.00 naming Landlord and Access as Additional Insured
  • Satisfactory Credit Background Check
  • Proof of Income or Ability to Pay
  • Individual Applicant Email Addresses
  • Satisfactory Criminal Background Check
  • Proof of Employment
  • Current/Previous Landlord Contact Numbers

  The Complainant was advised, and specifically initialed the Liquidated Damages Clause that states: "In the event the Prospecitve Tenant breaches any of the above provisions at any time then Prospective Tenant's holding deposit shall be applied as compensation to the owner for liquidated damages. Prospective Tenant agrees and understands that taking a home off the market for any period of time injures the Landlord financially and Landlord is due compensation for such injury. Prospective Tenant and Landlord understand and agree that liquidated damages are extremely difficult if not impossible to determine and both parties agree to quantify liquidated damages as the total amount of the holding deposit."

  
  

  The complainant specifically interfered with our ability to complete our verification process as we received an email from his current landlord's management company advising us that the Complainant instructed them not to complete and return the requested residence verification. Once we accepted the Complainant's decision to abandon his pending tenancy and forfeit his deposit we did seek out other prospective tenants and successfully re-leased the property. 

  Customer response

  08/23/2021

   I am rejecting this response because:
  I was never refunded my deposit as they admit to they have occurred no loss as they have rented the property without a loss of time. They are a scam company out to steal deposits.  I only looked elsewhere after receiving no response for days on end after paying a deposit then told them I was still interested in moving i. Multiple times but was denied
  
  

  

  Business response

  08/25/2021

  The Complainant was not refunded his deposit because, as was explained on the Holding Deposit Receipt, the deposit would be forfeit as "Liquidated damages", this term is very specific for a reason. The Holding Deposit Receipt also specifies, and the Complainant initiated in agreement, that the damages are "very difficult if not impossible to quantify" and thus all parties (the owner of the property and the Complainant) agreed that the amount of the deposit would be the amount of damages. See, what the Complainant fails to understand, likely due to ignorance of the process as it is something we've learned through the thousands of times we've moved tenants into homes, is the consequences to the owner for removing the property from the market. The Complainant feels that there was no damage because there was no loss of days rent, however I would implore the Complainant to consider the fact that the performance of the replacement tenant(s) is not guaranteed. I am certain that the Complainant would have paid his rent on time each month for the duration of his tenancy, but what if the new tenant ends up failing to pay the rent and is evicted within the term of tenancy, or the new tenant doesn't stay in the home nearly as long as the Complainant would have? Is the owner not damaged? Do we know if that will happen? Did we miss out on an even better qualified applicant than the Complainant or the replacement tenants while the home was off the market, someone who would have rented the home at market rent for years to come, treating the home well and maintaining it meticulously and because the home was not being advertised due to the Complainant's commitment to lease it decided to lease another property? The answer? I don't know, and neither does the Complainant and thus we specified that the damages to an owner by the Complainant's failure to fulfill his commitment to lease the home is difficult if not impossible to quantify. There are too many variables to know for certain. What I do know for certain is that we were on track to accommodate the Complainant's anticipated move-in date, our staff responded to his inquiries in a timely manner, and that the Complainant actively impeded our ability to complete the verification process, and also cancelled (of his own accord) his move-in. Given the facts and circumstances of the this situation I don't know how the Complainant can call us a scam, we did everything we said we would do and we are following the letter of the contract, if anything the Complainant needs to turn his critiques and statements accusing Access of being a scam on himself, clearly he attempted to "scam" the owner of this property by making a commitment to lease it and then courting other properties on the side that he appears to have a stronger affinity for. Respectfully, it appears we disagree irreconcilably. 

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