ComplaintsforDoorstead, Inc.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a tenant of Doorstead for just under two years. By all accounts I/we were exemplary tenants always paying rent on time. Zero issues on our part. Our city requires the owner to have the water/trash in his name. Doorstead would forward this bill to us and I would pay directly to the owner via Venmo usually within minutes/a couple of hours of receiving the bill. We maintained this home in excellent condition. Didnt even hang anything on the walls. Come time to move out we (mainly my wife) cleaned the house/shampooed the carpets like professional cleaners. We even purchased touch up paint to leave the house in near new condition. Replaced all (3) air filters and left extras for each one. We also left a new filter replacement for the refrigerator. Time to return our security deposit and Doorstead claims that there was a missing shower rod (approximately $15 item on Amazon). I do not recall a shower curtain rod when we moved in as I purchased one and *************** protectors to prevent any damage. Either way they claim the cost to replace a $15 item to be $210. Its borderline criminal to overcharge someone like this. I understand that time is money but literally takes 15 seconds to put a shower rod curtain up and twist the rod a couple of times. Luckily for me I will not ever again have to contemplate renting from Doorstead and would recommend everyone else to avoid them.

  

  Business response

  08/14/2024

  Hi,

  Thank you for your feedback and for being an exemplary tenant during your time with us. We greatly appreciate how well you maintained the property and your promptness in handling the water/trash bills.

  
  Regarding the shower rod charge, we sincerely apologize for any confusion or frustration this may have caused. We want to clarify that as part of our process, we are on a strict timeline to send the Security Deposit Refund Form (SDRF). However, as repairs are completed, we adjust the estimates based on the actual costs incurred. In this case, the initial estimate for the shower rod was higher than the final cost, and we are currently revising the invoice. You will receive a refund for the difference as soon as possible.
  We understand that this situation may have led to a premature review, and we hope you might reconsider your BBB review in light of this update. We strive to be fair and transparent, and its important to us that all our tenants feel satisfied with their experience.
  Once again, we appreciate your tenancy and apologize if there was any miscommunication during the final SDRF process. Please know that we would have issued this refund regardless, as it aligns with our commitment to fair and accurate billing, which is in line with market standards.

  
  Thank you for your understanding, and we hope to resolve this matter to your satisfaction.

  Best,

  Doorstead

  Customer response

  08/19/2024

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2024, we started working with Doorstead. The account executive *********************** made up a lot of nonsense to sell us and we believed her and she ended up completely s******* up and ruining our experience by making up promises that were basically nonsense. Turns out she's no longer even working there. Just took her commission and bounced I guess. I'm now stuck with an empty house, no money and frustrated as I look to find another company to find me a tenant. I will NEVER work with this company again. I can't believe they are still in business.

  

  Business response

  08/13/2024

  Hi ***,

  Were truly sorry to hear about your experience and the frustration it has caused. This is not the standard of service we aim to provide, and we regret any unmet promises and the impact on your situation.
  

  After reviewing the data, it appears that our initial pricing recommendations were not fully followed, which affected the timeline for finding a tenant. Once the property was listed at our suggested price, it was filled within a short period, indicating that our data and recommendations were accurate.
  Thank you for bringing your concerns to our attention. We have flagged this to our team, and while we understand your request for a settlement, given the circumstances and the fact that we waived the Early Termination Fee in good faith, we must respectfully decline.
  We will reach out to you directly to discuss further and ensure that your feedback is heard. Thank you again for your communication.

   

  Best,

  Doorstead

  Customer response

  08/18/2024

   
  Complaint: 22133144
  
  I am rejecting this response because the company literally LIED in their response. Doorstead clearly only cares abt keeping their public image in perfect shape because theyll say ANYTHING to make it sound like they did everything they could to fix the problem when instead they CAUSED the problem and cost me thousands of dollars. Im disgusted by the fake details that actually had nothing to do with what I complained abt. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Doorstead charged a $336 cleaning fee to clean my property without my knowledge or my authorization. They did not provide any opportunity for me as the property owner to use my own vendor for this service. My property was spotless according to the Doorstead agent that completed the inspection prior to occupancy so this cleaning fee is unreasonably high. Doorstead is not taking any accountability for the lack of communication to property owners before any costs are incurred or provide opportunity to property owners to use their own vendors. I've made numerous efforts to resolve this, but Doorstead has not been willing to take any responsibility for their lack of communication. Thank you.

  

  Business response

  08/14/2024

  Hi,

  Thank you for bringing this to our attention. We sincerely apologize for the lack of communication and the inconvenience caused by the cleaning fee charged without your knowledge or authorization. We understand your concerns, especially given that your property was noted as spotless during the inspection.
  

  To make this right, we will cover the full cost of the $336 cleaning fee. We take full responsibility for the oversight and are committed to improving our communication and processes to prevent this from happening in the future.
  If you feel that further action is necessary, we encourage you to reach out to us to resolve your complaint. We are fully committed to cooperating and ensuring a fair resolution.
  Thank you for your understanding, and we appreciate your continued trust in our services.

  Best,

  Doorstead

  Customer response

  08/17/2024

   
  Complaint: 22132508
  
  I am rejecting this response as of now because although Doorstead claims they will now cover the cleaning fee, I have not yet received payment. They already deducted this cleaning fee from my monthly payment.  

  I will accept their response once I receive payment. 

  Sincerely,
  
  *********************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a property from from Doorstead 2/16/2024, I was not able to move in due to security issues with a broken patio door until March 4, 2024. Doorstead did not reimburse the rent for February stating the door was broken to to tenant abuse. Maybe but it would have been the tenant before me. Still Doorstead did not care to give back the rent $1620.69 for the time i was not able to use the space. The patio door was badly damaged and popped out when sliding the door opening and closing. This was broken before i moved in. I could not have caused the damage.I reported a broken air-conditioner 8/2/2024. There is currently a heat wave in *********, I need air conditioning. I rented a unit that advertised air-conditoning. A technician was dispatched, but could not repair the broken compressor without Doorstead's approval. All of my texts, email and phone calls to Doorstead for an update on the repairs go unanswered. This is the way this company operates. They take forever to respond to maintenance requests. By their ****** and Yelp reviews others have had the same complaints. Also my unit was advertised with a patio and a balcony. I do have a patio but the balcony belongs to the unit above me. Doorstead has the unit online advertised with the balcony. ************************************************************************************* *****. This is deceptive. When I brought this up to Doorstead they responded there was nothing they could do, as i should have realized there was no balcony when i did the walkthrough , i did not have a walkthrough. Doorstead makes communication a nightmare. Terrible, mostly texts, hard to get a response.

  

  Business response

  08/13/2024

  
  We sincerely apologize for the challenges youve faced and understand your frustration. Your concerns are important to us, and we deeply regret that your experience has not met your expectations. We're committed to addressing the issues you've raised, including the rent reimbursement, air conditioning repair, and the miscommunication about the balcony. Our team will reach out to you immediately to resolve these matters and ensure that your concerns are addressed promptly. Your feedback is valuable, and were committed to improving our services to prevent situations like this from happening again. Thank you for bringing this to our attention.

  Customer response

  08/13/2024

   
  Complaint: 22106767
  
  I am rejecting this response  I do not want to close until the complaint is resolved.  ************ has poor follow through and poor communication. 
  
  *********************************

  

  Business response

  08/15/2024

  Thank you for your feedback, and we sincerely apologize for any frustration this situation has caused. We understand your concerns regarding communication and follow-through.
  I wanted to inform you that we have now received the owners approval for one of the estimates. The service authorization was immediately forwarded to the vendor via email, and we are working to ensure the necessary repairs are completed as quickly as possible.
  Please rest assured that we are committed to resolving this issue and will keep you updated throughout the process.
  Thank you for your patience.

  Customer response

  08/16/2024

   
  Complaint: 22106767
  
  I am rejecting this response because: the issue with rent reimbursement has not been addressed as the company previously promised. The air conditioner is not repaired.  DOORSTEAD does not respond to email or texts.  I have tried getting in touch with their maintenance **** at different times this week. No one responds.    I got an automated email on August 14th that the a/c vendor would call me, it's been another 3 hot days. No one has called me. 

   

   

  
  
  *********************************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Doorstead seems to be using rental application fees as a means of revenue. They take the fee then never run the reports or respond to your application. This should be stopped immediately. It's a violation of California Civil Code Section ******. They took my application fee but never followed up. And never provided any indication that they had run the reports paid for.

  

  Business response

  08/07/2024

  Hi! Thank you for your feedback. We want to clarify that your application was processed, and all your questions were answered. We were actually waiting for your decision on how to move forward. We follow all standard procedures. However, in good faith, we are happy to refund your application fee. We value your input and are looking forward to serving you better in the future.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT HIRE THIS COMPANY AS A PROPERTY MANAGER!I hired them as a property manager and they did a horrible job.They hired a horrible contractor who not only didn't do the job, but damaged the condo.Even after telling them multiple time to not charge and look into the matter they ignored both tenants and owner which resulted in tenant moving out.At this point they LIED at every step to save themselves and acted completely amorally and unethically. The kicker to all this is the contractor they used is a pseudu contractor that is not in the state, and did not share the license even after asking.

  

  Business response

  08/07/2024

  Thank you for bringing this matter to our attention. At Doorstead, we take all feedback seriously and strive to maintain high standards of service and professionalism. We respectfully disagree with the characterization of our services in this complaint. Throughout our management of the property, we acted in good faith and in accordance with our Management Agreement. Regarding the repairs, we engaged a vendor based on their qualifications and previous performance. We facilitated communication between the vendor and the property, relaying information and concerns as they arose. When issues were reported, we promptly followed up with the vendor to address them. We maintain detailed records of all communications and actions taken during our management period. These records show that we responded to concerns raised by both the owner and tenants in a timely manner. We did not ignore communications but rather attempted to mediate and resolve issues as they arose. The decision to end our management relationship was mutual, initiated by the owner and agreed upon by Doorstead. This decision was made in accordance with the terms of our Management Agreement, which allows either party to terminate the agreement under certain conditions. At Doorstead, we value transparency and ethical business practices. While we regret that this owner's experience did not meet their expectations, we believe we acted professionally and in good faith throughout our management period. We remain committed to providing quality property management services and continuously work to improve our processes based on feedback from our clients.

  Customer response

  08/08/2024

   
  Complaint: 22103313
  
  I am rejecting this response because:

  I don't think feedback is taken seriously and Doorstead is definitely not transparent. In fact in my opinion  Doorstead had operated pretty shadily and has been completely dishonest with me and the tenants.

  Here are the example

  1. On April 30th I was told every thing was fixed by vendor, but after confirming with tenant these fixes were even remotely tried to fix until early June

  2. After repeatedly telling that tasks are not finished by both tenant and Owner, the amount was deducted from owners payment

  3. Repeated attempts were ignored to either fix things correctly and/or refund the money deducted.

  4. Repeated email asking for damage done by vendor were ignored.

  5. Once tenant threatened to SUE, Doorstead provided solutions only in their best interst.

  6. I specially told in email that I am only willing to move forward with approach if vendor issues are resolved and/or I am refunded.

  7. After dishonestly answering the email, Doorstead(Both ***** and ****) multiple times told me that they will figure it out after move out inspection

  8.Once tenant moved out, Doorstead failed to deliver on their word  and just asked not to include in any email.

  9. They failed to provide vendor's contractor license number and his address.

  10. they just shared an email and phone, said sorry we screwed and destroyed the home but deal with it yourself. When called the vendor, I realized vendor is not even in ********** where property is located. They is in ******** and not licensed to work in ***********

  So in short, used hard to track no licensed vendors, ignored tenants request until they were forced to move out, lied wherever they could.

  If this was not a SCAM I don;t know what is.

  As  a proof of your lies I am also attaching the email from your senior manager and me

  
  Sincerely,
  
  *********************

  

  Business response

  08/15/2024

  Thank you for sharing your concerns with us. We want to clarify our actions and reiterate our commitment to transparency and fairness in this matter.
  After our partnership ended, we promptly provided you with the vendors contact information so that you could directly engage with them to address any remaining concerns. We have maintained detailed records, including invoices and before-and-after photos, which objectively demonstrate that the work was completed as agreed upon.
  We understand that you may feel the quality of the work did not meet your expectations, and we acknowledge that this is a common concern for property owners who are deeply invested in their properties. However, our evidence supports that the tasks were carried out as required.
  Our goal is to manage properties with professionalism and objectivity. We are open to further discussion if there are specific areas you feel have not been adequately addressed.
  Thank you for your continued communication.

  Customer response

  08/16/2024

   
  Complaint: 22103313
  
  I am rejecting this response because:
  

  I have been asking for completed pictures for 3 months but have not been received any.

  The vendor has refused to do the same and share any finished pictures.The vendor has also refused to work anymore.

  As shown in the pictures I provided none of the tasks I paid for were completed or completed satisfactorily.

  Doorstead have been telling that the tasks have been completed but has shared NO PROOF OF WROK DONE.
  

   THE TENANT LEFT BECAUSE NONE OF THE ***** were done up to anyones satisfaction.

  They left because Doorstead did not manage the property with professionalism and objectivity and issues were not adequately addressed.

  Also over $1000 ( Asbestos check, changes done by my home warranty) were charged without any estimate or talking to me. Your team was aware what was completed by home warranty and still failed to address anything. This is a SCAM and nothing else.

  Doorstead has constantly lied ( telling me all work is done  and tenant emailing few days after that majority work is still remaining).

  i have never seen an organization that does not even follow basic ethical codes.

  Sincerely,
  
  *********************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to rent out my property. In order to do so, I reached out to doorstead, they walked me through the process and told me about the different plan that they offer. As part of the process, they conducted an inspection. The results of inspection were completely over the top. So I got an personal inspection done and decided to not proceed with doorstead because the plan that I initially agreed to was something they couldn't offer without me paying exorbitant amount of money to fix a house that's already in a pretty good shape. Then, they sent me an early termination fee of $500. I am very surprised about this. If there was such a fee, should they not explicitly mention it when multiple representatives from their company were trying to win my business? As soon as I decided to not proceed with them, I get slapped with $500 fee. Why don't you say this the first time you tell us about the onboarding and possibilities of fees like these?Please help me address this situation with cancelling the $500 fee.

  

  Business response

  07/19/2024

  Hi,

  Thank you for sharing your feedback with us. We sincerely apologize for any confusion or frustration you experienced during your interaction with Doorstead. Our goal is to provide clear and transparent information about our services and fees from the outset.
  

  Regarding the property at ******************************************************, we understand your concerns about the inspection results. As this was for a Guarantee, the property did have a fair amount of items that needed to be addressed for that product type. We regret to hear that this was not communicated as clearly as it should have been.
  The termination fee is part of the contract you signed and is valid and appropriate given the amount of resources Doorstead spent. However, we understand your surprise and concern about this fee and the need for clearer communication.

  
  To address your concern, we will review your case and reach out to you directly to discuss the situation further. Our aim is to resolve this matter to your satisfaction. We value your business and hope to have the opportunity to serve you better in the future.
  Thank you for bringing this to our attention.

   

  Regards

• Initial Complaint

  07/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Doorstep was managing my property at ************************************************ from 2/22-2/24. We were given a $5,000 Deposit Guarantee and it was not honored. When tenant left the property on 2/24, there is a balance of: $8629.39. Doorstead refuses to honor the Deposit Guarantee. They claim everything is wear and tear, which is not accurate. Rooms were painted, brick wall (outside was painted), just to name a few and the deposit is not enough to cover these damages. We have a letter, created between Doorstead and the tenant which states that the property would be restored to the original state. We have reached out to them several times via email and telephone their response was to go after the tenant.

  

  Business response

  07/08/2024

  Hi ****,Thank you for sharing your feedback. We are truly sorry to hear about the issues you experienced during your time with Doorstead. This is not the level of service we strive to provide, and we deeply regret the inconvenience and frustration it has caused you.Regarding the turnover process, per our contract and standard operating procedures, we did offer to manage this for a fee. However, you declined our offer. Consequently, the tenants were transferred to you along with all applicable paperwork, including the process for the security deposit processing and return. The delays you experienced occurred because you attempted to re-engage Doorstead after the agreement had ended. We would have been happy to handle the process, but this decision was ultimately at your discretion.While we understand that our rent guarantee *** not have met your expectations, we are continually working to align our services more closely with market demands. We also recognize the importance of timely and clear communication and are taking steps to enhance our responsiveness and support.Best,Doorstead

  Customer response

  07/08/2024

   
  Complaint: 21930**5
  
  I am rejecting this response because:

  I am very disappointed with your response as it fails to address my concerns. When the property was returned to me, it was not in the same condition as when I handed it over. There were numerous issues, and you have not taken any responsibility.
  Before I took over the property, the tenant requested a pre-move-out inspection. Your inspection report did not mention any of the issues I have raised, such as painted rooms, a painted exterior brick wall, and damaged blinds. If I had continued with H3**93532363730303633H, I would have lost the security deposit, as you never identified the issues I am concerned with. We were under contract for the entire two years, during which your company did nothing to ensure the property was not painted or damaged. Additionally, I requested a yearly inspection, which you charged me for, yet you never reported these items to me. I had H3**93532363730303633H write a letter for the tenant to sign, agreeing to restore the property to its original state, which clearly they did not. You need to honor the $5,000 deposit guarantee as outlined in our contract, specifically clause #**.
  Furthermore, when I spoke to one of your employees over the phone, they were surprised by some of the items I mentioned. Our contract includes a $5,000 deposit guarantee to cover damages beyond the tenants deposit. The damages exceed the deposit, and I have submitted all the quotes and pictures to H3**93532363730303633H. You claim the damages are normal wear and tear and that the quotes are too high. Which is it? I responded that I am open to you obtaining your own vendors to provide quotes for the items mentioned. Additionally, you are asking me to pursue the tenant for additional money not covered by the deposit, despite a clause in our contract that covers these situations.
  
  

  Sincerely,
  
  *********************

  

  Business response

  07/10/2024

  Hi,

  Thank you for your response. We apologize for any disappointment and inconvenience you have experienced. We take your concerns seriously and would like to address them in detail.

  1. The team followed our SOP here, the owner terminated and is no longer a customer and therefore no longer covered by ** protection.
  2. Yes, the property will not be in the same condition as when a tenant moved in, there is wear and tear from a tenant being in place.
  3. The owner was provided a ** condition report that is completed by a field associate just capturing condition. If we would have been renewed as property manager, we would have compared the MI condition report to the ** condition report and could have addressed the paint color change with the tenant and deduct the repaint costs from the security deposit, but the owner chose to terminate, and didn't elect for us to manage ** repairs, so we were not given that opportunity.
  4. We cannot control a tenant from painting a property during their residency. The yearly walk through is not to look for things like paint colors, it is to look for safety concerns and our field associate will report if they see anything that looks concerning, as defined by what we can legally look for at these visits. We cannot impede the tenants right to use and enjoy the property.
  5. Even if the tenant signed something, we cannot force a tenant to paint the unit back to the original color, repeat of point #3
  6. It is also true that the owner is trying to charge the previous tenants for items that are wear and tear, not damages, and the owners quotes were high. But none of this matters as the owner took back management of the property and is no longer covered by the ** protection.
  7. Any further disputes the owner has regarding security deposits not covering repairs, would have to be addressed with the previous tenant as we are no longer managing the property and didnt manage the **.

  Thank you for bringing these issues to our attention.

  Customer response

  07/11/2024

   
  Complaint: 21930135
  
  I am rejecting this response because:

  You continue to negate your responsibilities that you were paid for. We were in contract for the 2 years the tenant lived there. You did not follow through with any of the following. I am not asking you to do anything you were not responsible for AFTER our 2 year contract with you.

  
  You are responsible for all of the statements below:

  
  1. The team followed our SOP here, the owner terminated and is no longer a customer and therefore no longer covered by SD protection. 

  
  Yes, you are responsible for the 2 years of damage that was made (not wear and tear as your company likes to call it) changing the color of a brick wall is not wear and tear and the quote is not excessive). We even agreed to allow you to get a better quote and you ignored our request. We have been asking you about this wall since WE (our neighbors) noticed what had been done illegally.   By the way we were in contract for another year after this!
  This alone covers the $5,000 deposit guarantee (how do you respond to this alone)??? This happened before she resigned and we addressed it with you. This is the only reason we even got a  signed contract from the tenant. 
  Please address this before I waste more time addressing your other responses.
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I selected Doorstead not realizing they were out of state. Initially I had a personal contact. Then I was told the rep was no longer in that position. This is the worse experience I have had for a management company. I am out of the country so I use a contact in the ** to answer questions. Three weeks have gone with no call to her. She is recovering from cancer and messages are left so early she cant answer the phine. . I have a sidewalk liability issue and was told not to repair it because it wasnt notice in the assessment. I was asked of a tax document not explaining purpise or sending the document. I asked to speak to the legal **** and ****** an appointment. When I called and got the usual recording. The tenants shower had a problem and repair service was needlessly delayed. I have no one I can talk yo to tell me the status of my payments, selection of the tenant, where the deposit money went, or anything. This service does not work for someone living out of the country. I would not use Doorstead even if it were free. The company have no awareness of local ordinances as employees handling various issues are scattered throughout the *** and they ask questions about things that follow SF code but perhaps not other areas. There were property features that could have been used when marketing but they did not have the ability to handle that. Resolution desired - after weeks of trying, I would like to speak to a live human to find out the status of my apartment, terminate the contract due to lack of communication and find out how to make that transition in such a way that the tenant is not adversely impacted. I am willing to pay for the services of a lawyer to end this problem as I simply do not have the time to spend spinning in circles with phone numbers that dont work or emails to an address that is blocked or messenger services that are blocked. Weeks ago I said I would have to use the BBB but would like to avoid. That had absolutely no impact on service.

  

  Business response

  07/09/2024

  Hi *******,

  We are truly sorry to hear about your experience and deeply regret the inconvenience caused. Your feedback is important to us, and we are committed to addressing these issues promptly.

  
  One of our specialists has been trying to reach out to you to discuss your concerns further, but we have not received a response to any of our communications. In our initial email, we addressed the issues you mentioned and guided you to your owner portal where you can access your accrual reports, as your payment has been received. We followed up again yesterday but have not heard back.
  
  Thank you for bringing this to our attention.

  
  Sincerely,

  Doorstead

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a rental property in **********, and hired Doorstead to manage the property. In doing so, I have caught them committing fraud several times. The pattern is that they will inflate the need to fix property issues, send vendors unnecessarily, and then charge extravagant prices for the vendors (with no upfront pricing transparency). I have checked with vendors and the prices they charged Doorstead were significantly lower.1. Electrician. Doorstead dispatched an electrician to look at some lights that were flickering, charged me 385 dollars for a service call. I called the electrician directly and he confirmed the cost was 250 dollars. I have the paper trail.2. Clothing washer hot water. Doorstead dispatched a plumber to 'fix' an issue with hot water in washer. However, my contractor had gone already and spoken with the tenant, and it had been resolved. I told the team this, and that your dispatch was not approved, but they sent them anyway. 3. Sink leak. The sink downstairs was leaking, and I was able to talk to the tenant directly to fix it. Doorstead dispatched someone to fix this after the tenant had confirmed it was no longer an issue.

  

  Business response

  05/10/2024

  We'd like to apologize for the inconvenience and frustration you've experienced. We take these feedback seriously and are conducting a thorough investigation into the issues raised. Our commitment to transparency and fair pricing is very important, and we will take immediate corrective action to address any discrepancies. Please know that we are dedicated to rectifying this situation and ensuring a positive experience moving forward.

  Customer response

  05/10/2024

   
  Complaint: 21688129
  
  I am rejecting this response because: the vendor did not fix me for the the fraud they caused. I am requesting that they reimburse me for the additional money they charged me that was not agreed upon ahead of time, and to amend their contract to include their pricing
  
  Sincerely,
  
  ***********************

  

  Business response

  05/20/2024

  Hi *****,

   

  We want to clarify that this was not a fraud case. The pricing you mentioned in your original message is part of a ************** fee. We charge this to all Doorstead managed vendors, and many vendors pass this off to owners. We have followed all our standard operating procedures, and stayed under the "Not to Exceed" limit for dispatching repairs. We weren't notified by you that you dispatched your vendor until after we had dispatched one. This explains why the original charges were incurred, we hope you understand it was not a fraud case. Our team has been in efforts to contact you directly to reach a resolution. 
  
  We have flagged the notes about more transparent pricing or instructions around vendor management for future cases like you suggested.
  
  Please reach out to our team directly for a resolution.
  
  Best,

  The Doorstead Team

*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. ↩