Complaints

This profile includes complaints for Utopia Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Utopia Management

  4617 Ruffner St San Diego, CA 92111-2285

  
• 

  Utopia Management - LA

  6080 Center Dr Fl 6 Los Angeles, CA 90045-9205

• 

  Utopia Management

  611 S Palm Canyon Dr # 7134 Palm Springs, CA 92264-7213

  
• 

  Utopia Management

  9295 Research Dr Irvine, CA 92618-4286

  
• 

  Utopia Management - LA

  6080 Center Dr Fl 6 Los Angeles, CA 90045-9205

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:04/01/2025

  Type:Product 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.

  I moved out of the apartment complex on February 28. I gave my one month notice. I received their last email about dropping off the keys they told me that I should be getting my security deposit back within 21 days. Its been over 30 days and I still havent received security deposit back and Ive been calling the office and they do not reply to my emails or messages

• Initial Complaint

  Date:01/30/2025

  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.

  ********************************************* They are renting a house I own. I have called many times and left *** and emailed ***** ******, the property manager. She refuses to call me back. I am in the military, I am going through a divorce and the house is court ordered to be sold. This is to prevent the tenants from renewing the lease at the end of this month on January 31 2025. I do not agree or consent to my house being rented or leased or renewed. The tenants need to be notified to vacate my home to sell this home per court order. I am the owner of this home. I can provide my deed upon request as well showing ownership but they should have that. The house needs to be put up for sale asap! The tenants needed to be notified already. No responses from the property manager **** ******. She is unresponsive. I own this home and I do not consent to the house being renewed on lease at all. Again this is court ordered. Someone needs to contact me please. Thanks

  

  Business Response

  Date: 02/03/2025

  Thank you for bringing this matter to our attention. We have reviewed the complaint and would like to clarify that we do not have a contractual or business relationship with ******* **********.  Our records indicate that no formal agreement, transaction, or obligation exists between our company and the complainant.
  
  
  If the complainant has any documentation supporting their claim, we would be happy to review it to determine if any further action is necessary. However, based on our records, we do not believe this complaint is applicable to our business.
  
  
  Please let us know if you need any additional information. We appreciate the opportunity to clarify this matter.
  
  

• Initial Complaint

  Date:01/07/2025

  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.

  On November 29 2024 we reported a leak to our property management company. Shortly after that someone came out and removed all the sheet rock and insulation but nothing more was done. January 1, 2024 I'm laying in bed and notice a water blister through the paint and report the leak again. By January 3rd 2025 the ceiling was caving in and still nothing had been done. No inspection was done and no preventative measures were taken. The property management company knows we have a immune system compromised 2 1/2 year old daughter because maintenance mistakes and issues in the past. Today is day 70 and they will not respond they have no solution or answers and have just suggested they give our rent and deposit back and leave. However it's day 70 it's uninhabitable by definition of Oregon state law my family is in a hotel I am accruing more financial loss because of it and it is absolutely no fault of mine or my family

  

  Business Response

  Date: 01/28/2025

  Management disagrees with the assessment by the tenant. An initial leak was reported October 29 in the primary bedroom and management had contractors and response to the property (as well as several documented conversations to the tenant since November 4th. This initial leak was still under repair when, On January 1, a secondary leak through the roof of the primary bedroom occurred. Management had assessed, patched and begin treating within 24 hours of the new issue being reported. The tenants have had nearly daily updates with regard to the roof leak as well as options for relocation. The only space affected was the primary bedroom, which has been contained and is currently undergoing professional treatment and repairs. The tenant has given notice to leave and management has agreed to fully refund the deposit and abated rent during the period the primary bedroom has been under repairs. Tenant and Management have agreed to informal mediation, but has not been scheduled. 

  Customer Answer

  Date: 01/29/2025

  I had to personally hire a professional mold inspector. Which found black mold (Stachybotrys chartarum) I have asked them to provide documentation several times and they will not. Black mold was discovered. Utopia property management is leaving out quite a few details. The reality is theyre using a shotty contractor and thats utopias responsibility. they wont even acknowledge my emails about the black mold. Im sure to avoid legal obligation! they owe me for the mold inspection, the move and several other things food expenses to the point Im going to have to go to small claims court, I have Plenty of documentation that supports a different version of events I also have pictures of a wall that was torn out at the very beginning of November and remained in the same condition for months with nothing done to prevent any type of leak and utopia property management knows that. Their dismissive and callous behavior is despicable to say the least. I have email after email after email asking them to prove the work done. utopias response to this is an outright lie. I even offered mediation and was told that they would get back to me and I have heard nothing from Utopia. It is black mold in the ceiling above the bedroom, black mold, kills people black mold, makes people sick. Utopia seems to be in some type of legal denial, which is unfortunate. It has only made things worse. If I could say one thing to Utopia, Would you let your 2 1/2 year-old toddler remain in a home that could make them sick or kill them? If so, you are terrible people and the fact that you suggested we should is absolutely disgusting And you should be ashamed of yourselves. I have proof from a licensed mold, inspection, professional that sent five samples to a lab and discovered a very large patch where Stachybotrys chartarum was growing. Utopia has a legal obligation to maintain a livable residence and failed.

  

  Business Response

  Date: 02/10/2025

  Hello: Tenant and his wife have vacated and his wife has signed a mutual agreement releasing Utopia Management from all liability. No additional action is necessary as far as we are aware. 

• Initial Complaint

  Date:12/31/2024

  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.

  Rented a home in December 2023. Notified maintenance there was a suspicious spot on the living room ceiling. No one came to inspect the ceiling until after Feb 2024. It was later discovered that the ceiling had asbestos. Repairs were not done until June 2024. Therefore that is 6/7 months of asbestos exposure. I was never given the option to leave the property. I was told it would abandonment of a lease. My family stayed in an ****** in June of 2024 and I was never reimbursed for the ****** fees or the abated rent that I was informed by ****** P in management. I have the email to prove that I would be credited after final repairs. I was only credited for a water extraction from a flooding that they never took care of. I had to call an emergency water extraction company and pay out of pocket. I also complained of ac/heating issues in December, but the on call number for Utopia told me to bundle up and it was not an emergency. I ended up calling an Air conditioning company for a tune up for the system. Utopia reimbursed me a total of $270 for the water extraction and air conditioning. They still owe me for the abated rent which when my family had to leave the property during the asbestos repair. They delay repairs and make up lame excuses why they can't. Everyone on the BBB complaints are not lying. I believe every complaint. This is my first time in my lifetime ever making an official complaint. I also paid $3550 for a deposit for move in. Utopia has kept $2000 of my deposit claiming it is for painting the house, carpet cleaning and house cleaning. I feel that is absurd. No proof or pictures of the house itself only an itemized bill.

  

  Business Response

  Date: 01/28/2025

  A technician visited the property to assess the area in question. Upon testing, the moisture readings were negative, indicating no active moisture at the specified location. Subsequently, we engaged another vendor to test the acoustic ceiling, which confirmed the presence of asbestos. However, the asbestos was not exposed, and as long as it remained undisturbed, it did not pose a risk to the occupants.
  The property was deemed habitable, but at the tenants insistence, we proceeded with asbestos abatement. This work was carried out while the tenants were in the home, as it did not impact the habitability of the property, though we acknowledge it may have been an inconvenience.
  Regarding the security deposit deductions, they reflect the cost of restoring the property to its original condition upon move-in. During the inspection, there was significant damage to the paint beyond normal wear and tear, necessitating a full repaint. We prorated the cost and charged only two-thirds of the total amount, accounting for the paints remaining lifespan.
  If you would like to review the photos documenting these items, we are happy to provide them upon request.

• Initial Complaint

  Date:11/21/2024

  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.

  Uptopia management rented us a home, with faulty plumbing, faulty electric, non working appliances, took 10 days to get working fridge but main issue, took 9 weeks to send a plumber when entire bottom floor was backed up, never sent anyone to check other appliances or electric, contacted owner, higher up managers and property manager and nothing was done, located home owner thru property records, made an agreement with them to not pay rent save money to move but property manager ignored agreement and filed eviction, weve been fighting this for 5 months, owners say no repairs will be made, they dont have money or insurance, yet management company has done nothing to help us, now they are stalling , making it hard to get our property all while complaining were not out, was supposed to meet today to sign paperwork to seal eviction yet first told us now hes to busy to meet, then four attempts toncontact him with no response, now says " dont know, " when we can meet, the eviction was supposed to be stopped but wasnt, it is the reason we cant find new home, manager keeps saying we have money becuz were not paying tent, cant seem to grasp its not money its the eviction causing issues, they rented an uninhabitable home without inspecting or even verifying appliances worked, now were homeless because they refuse to repair, replace or even send someone for estimates, management comoanies are supposed to do more than collect rent, they have failed us and failed homeowner by not making any attempts to fix issues with the home, they never even offered to move us to another home which other com p anies claim is standard practice, they refuse to make any attempt to help us yet took our money now refuse to cooperate with us to get out. They tok our money knowing home had been vacant for almost a year after former tenants attempted to destroy the house due to unfair treatment, yet none of this was disclosed, we were told home newly renovated, none of it was true, we need help

  

  Business Response

  Date: 11/22/2024

  We acknowledge your concerns and wish to address the key points of your complaint.
  Repairs and Property Condition:
  The management team addressed repairs to the best of our ability. Unfortunately, the property owner was unable to fund more extensive repairs. While delays occurred, critical issues like the refrigerator and plumbing were addressed.
  Option to Relocate:
  Recognizing the challenges, we offered you the option to move out. You declined this option and chose to remain in the property.
  Rent Withholding and Legal Action:
  Withholding rent without complying with local laws left us with no choice but to initiate eviction proceedings. The court reviewed the matter and granted the eviction despite your contestation.
  Eviction Judgment and Stipulation:
  Per the courts order, you were required to vacate by a specific date but did not do so fully. Although not obligated, we offered a stipulation to mask the eviction, provided the agreement included acknowledgment of past-due rent. Unfortunately, you declined to sign the stipulation due to this condition.
  While we understand your frustrations, we have acted within our rights and obligations to address the situation fairly. We remain open to discussing a reasonable resolution, including revisiting the stipulation, if approached in good faith.

• Initial Complaint

  Date:10/01/2024

  Type:Order 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.

  My house got infested with rats it is now a month later I have not been able to stay there and the house is filled with rat poo. To make things worse they are insisting I pay this months rent which they are threatening me if I don't with. Evection..They won't return my money from last month which I paid in advance the hous is uninhabitable and still is these people need to b stopped so they can't do this to anyone ******* horrific situation has been mishandled by Utopia to an unimaginable degree they need to b stopped from inflicting the pain and suffering I am enduring

  

  Business Response

  Date: 10/04/2024

  Mark,
  I will review the sequence of events to explain the situation and our prompt handling of the rodent issue.
  08/21/2024 – Upon receiving the first report of rodents in your home, we immediately created a work order and dispatched it to Mr. Beez Termite and Pest Control. The vendor scheduled an appointment with you on 08/23/2024, assessed the property, and approved the installation of traps and sealing of all access points. These measures were completed by 09/04/2024.
  
  09/20/2024 – You came into our office to report that the rats were still an issue. Mr Beez Termite and Pest Control was sent on 09/20/2024 & 09/21/2024 out to check the current traps and set additional traps. We also had assigned a work order to our cleaning vendor, Bubbles Cleaning, to clean and disinfect the property. At this point you let us know you wanted to go to a hotel. Both vendors notified us that your home is full of personal items and is challenging to maneuver and clean. The vendors informed us that you would need to help organize/move your items for proper treatment and cleaning of your property. Bubbles Cleaning informed us that he had scheduled an appointment with you on Tuesday 09/24/2024 to clean your property. At this point, the owner approved that you stay in a hotel and that the owner would reimburse you with a rent credit. You stayed in a hotel from 09/20/2024 – 09/24/2024, and a credit of $509.34 was applied towards your October 2024 rent. A copy of the hotel receipt is attached.
  
  09/23/2024—During a routine check of the traps, Mr. Beez Termite and Pest Control discovered a potential issue with the sewer line. They immediately informed us, and a smoke test was approved and conducted. The test revealed a leak in the sewer line, but the exact location of the break remains unknown. Our maintenance department has now transferred the case to Hammer Plumbing for further assessment.
  
  

  
  

  Customer Answer

  Date: 10/04/2024

  that is not true lies from them like always I notified Utopia at the beginning of Sept that the house was uninhabitable at that point I also left a message on the 10th of Sept that the situation was out of controll no response I did not stay at house because it was infested wit rats and I have witneses to all the above as well as pictures 

  They said they would reimburse me for every day I couldn't live there from the money that I paid in advance for the rent they have not. You cannot believe a word they say. 509.00 that they credited me was out of my pocket which I want back directly. They owe me 1month rent and the check.it took 17 phone calls in one day for  them to get me a hotel room for 4 days. There dates are lies and pretty much everything from them is a made up story or an absolute lie. I have not been able to live there because of the rat infestation  for over a month and I am still not able to move back. You can't believe a word these people say. If you were to read the reviews on Utopia u can see I'm not the only one that thinks they are lies and thieves. I can't believe that all the negative reviews are lies

   

   

   

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  Business Response

  Date: 10/07/2024

  After your initial report of rodents on 08/21/2024, Mr. Beez Termite and Pest Control inspected your property on 08/23/2024, completing trapping and sealing by 09/04/2024. Despite these efforts, you reported continued issues on 09/20/2024, leading to additional visits from Mr. Beez and a cleaning order for Bubbles Cleaning. Due to the clutter in your home, the vendors requested your assistance in organizing the space for proper treatment. You were approved for a hotel stay from 09/20 to 09/24/2024, with a rent credit of $509.34. During a follow-up, Mr. Beez identified a potential sewer line issue, and a smoke test revealed a leak. Hammer Plumbing was dispatched to fix the problem on 09/25/2024, capping off the line to prevent further rodent access. On 10/01/2024, Bubbles Cleaning arrived for a scheduled appointment but was unable to access the property. A new cleaning appointment was scheduled for 10/04/2024, and once completed, we will calculate any additional rent credits owed to you.

• Initial Complaint

  Date:09/26/2024

  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.

  Please see attached

  

  Business Response

  Date: 10/04/2024

  Hello: We apologize for any inconvenience. we have refunded your application fee. It should reflect in your credit/debit account in the next 5 business days. 

• Initial Complaint

  Date:09/05/2024

  Type:Order 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.

  Property manager hired to manage property. Feel with no clear statements or proof; they're embezzling our deposit funding toward made up maintenance and repairs. Haven't received any deposits from property in 5 months

  

  Business Response

  Date: 09/06/2024

  Hello ******,
  
  
  We understand your concern regarding the property being managed for the Owner of this property. The Owner is also up to date with monthly statements, vendor invoices and approval of the work orders showing where the funds are being allocated. You as a family member were provided a draw last month and once the property is back to 100% occupancy and the the rebuilding of three of those units and exterior deferred maintenance has been completed, you will start to receive your regular draws again.  
  
  
  Sincerely, 
  ***********************

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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.

  I have been applying to houses. Found a beautiful house with Utopia Property management. Only to be told yeah we will run your credit even though you don't qualify due to our company policy of 3 times income. That makes no sense. It also doesn't make sense that a military service member with 12 years of service is not considered qualified to rent a 3600 property when the military basic housing allowance in 3400. Coming out of pocket for the rest. My credit score towers most with a ******* yet I can not be trusted to rent when I was paying a mortgage for the last 4 years. These rules now adays set by corporation meant to help people just s**** them over and lets not forget the 400 they charge for a lease preparation that I was willing to over see due to needing a roof over my head but this here is how loyalty works when service members protect the country but can't be trusted to rent under some asinine regulations. Finally something was done about 2 months rent plus deposit for California housing laws I would think next is stopping management companies from implementing income ratio parameters or impractical fees. Thank you for looking into the issue. I would gladly take a phone call or an apology from the management company.

  

  Business Response

  Date: 08/15/2024

  Good afternoon *******,
  
  Our income requirement is part of our standard practice, intended to ensure that tenants can comfortably afford their rent and avoid potential financial strain. However, I understand that this policy may not fully account for the stability and reliability of military income, and I sincerely apologize for any distress this has caused.
  
  We have processed a full refund of your application fee, which should appear in your account shortly. Additionally, Ill be sharing your feedback with our team to improve our understanding and handling of applications from military personnel in the future.
  
  Thank you for bringing this to our attention. We wish you the very best in your housing search and thank you again for your service.

  Customer Answer

  Date: 08/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:07/05/2024

  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.

  We are first time landlord who bought a brand new house to supplement our SSS income.We decided to hire Utopia because of their ad claiming Landlords with peace of mind because we are both senior citizens and needed professional help to rent the property.The main objective was for them to select the right tenant who has been checked and fully vetted. In a matter of one year and a half the tenant did a lot of damages that we have to replace carpet painted the house and ended up selling the property because it caused so mych stress financially,and emotionally that we shouldnt have suffred if they did the most important job of selecting the right tenant.We are both senior citizens with serious medical issues heart problems diabetes and now the prospect of additional income is gone.How could they decide to put a tenant that wasnt throughly checked. We paid almost 8 percent each month.I have submitted a complaint to them and havent heard any reply.I dont know if other landlords have experienced this but this shouldnt happen especially if the owners are senior citizens who put their trust in them with their false advertising and ended with financial losses.

  

  Business Response

  Date: 08/12/2024

  Thank you for sharing your concerns. We understand how important it is to have a clear understanding of the situation.
  The tenant in question was fully vetted meeting the rental criteria, and consistently paid rent on time from the start of the lease on March 18, 2022, until July 2023. Unfortunately, she began to face challenges and fell behind on payments, ultimately choosing to move out voluntarily on September 19th. During her occupancy, there was indeed some damage to the paint and carpet, which, while regrettable, is sometimes an unavoidable aspect of renting.
  We value your feedback and are committed to providing transparent and professional service to all our clients. If you have any further questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 08/12/2024

  For a brand new house to undergo such huge repairs replacing the carpet and painting is not normal wear and tear and she inly stayed there for 1and a half year.I would like to see the paperwork of how she was vetted her income,rent history and she needed a cosignor to rent the house.I would also like you to provide me a copy of the signed contract withUtopia and us.We specified with ***** we arent in a hurry to rent the place.When you say vetted I would like specific answers not just genral statement.It is impossible to believe that nobody would want to rent a brand new house.

  

  Business Response

  Date: 08/13/2024

  The applicant had a credit score of 662.  Her income was 120k per year and was verified which was 3.5x the rent.  Her previous rental verified that she was paying $3050 with no late payments.
  
  
  She did not require a ********* as both her income and credit score exceeded our minimum requirements.
  
  
  It is unfortunate that she damaged the paint and carpet but there was no way to know that would happen.  It's always a risk when owning rental property.
  
  
  Additionally, you had told me you wanted to sell the property before she ever vacated.  You asked me to reach out to her to see if she was interested in purchasing it.  Your decision to sell was made before she ever vacated and had nothing to do with the condition of the home upon her departure.