ComplaintsforDoorstead, Inc.

• 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

• Initial Complaint

  05/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 2024, Doorstead failed to input the required *** move in fee on the lease. This omission caused the *** to charge me the $400 move in fee. I provided the *** rules and regulations in advance stating the required move in fee. I answered the move in fee question as "I don't know" since there was no move in fee when I bought the condo. Doorstead offered only $100 for their oversight. I'm owed $300 more for their error.

  

  Business response

  05/20/2024

  Hi,

  We apologize for the oversight regarding the *** move-in fee on your lease. We understand your frustration and appreciate you bringing this to our attention. While we require owners to keep us updated on changes in their ***s, including applicable fees, it is important that owners take responsibility for these updates. We did a thorough job of pointing out in the Owner Portal and our PMA that it is the owners responsibility to provide that information. The $100 concession offered by Doorstead was a gesture to help address this issue.
  

  Thank you for your understanding.

  The Doorstead Team

  Customer response

  05/21/2024

   
  Complaint: 21730769
  
  I am rejecting this response because I answered the move in fee question with "I don't know."  Doorstead interpret this as a No Move In Fee.  I don't know does not mean No.  The move in fee was $400.  Doorstead is not taking full responsibility for their oversight and their error in interpretation.  They are only reimbursing $100.  I'm owed $300 more. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 4, 2024, I submitted an application to apply for a property listed by Doorstead, which included an amount of $46.65 for the background check. I sent an email to ************************************ the next morning to withdraw my application and received a response, thanking me for informing them. On 2/7/24, I emailed the same email address asking for a refund. Their response was "As stated in our ads and rental policy statement, application fees are non-refundable." Per California civil code 1950.6(e), I am owed a refund as I was never screened.

  

  Business response

  04/22/2024

  Dear Xenia,
  
  Thank you for bringing this issue to our attention. We have carefully reviewed your complaint and our records.
  
  Our records indicate that your rental application for the property in question was submitted on February 4th, 2024. At this time, the application fee of was paid to initiate the background screening process. Later that same day, our system shows the screening was initiated by our background check provider. On the morning of February 5th, you emailed us to withdraw your application. We promptly responded to confirm receipt of your withdrawal request. However, background screening had already been performed at that time.
  Per California Civil Code 1950.6(e), application screening fees are refundable if the applicant is not screened. In your case, because the screening had already been conducted before receiving your withdrawal request, the application fee is non-refundable as stated in our rental policy.
  We strive to process applications and requests as quickly as possible to provide timely service to all applicants. In this instance, your screening was already underway when you chose to withdraw.
  We apologize for any confusion or frustration this may have caused. Please feel free to contact us directly if you have further questions or concerns. We appreciate your understanding.
  
  Sincerely,
  Doorstead Customer Service

• Initial Complaint

  03/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I vacated the property in clean and pristine condition as I received it with minor wear and tear.Doorstead is deducting 1600+$ for work which was not renters issue. For backyard cleaning they are charging 450$ even though we received backyard in worse condition.We hired professional cleaners to clean the house and was spotless before we moved out. They still charge us 650$ for cleaning for no reason.Another 450$ for pipe repair which is a wear and tear problem from even before we moved in. Looks like they want us to check the ****** space before we move in.

  

  Business response

  04/19/2024

  Complaint ID: ******** 

  Doorstead Inc.Singhal, *********

  
  Dear *********,
  
  Upon inspection of the property after your tenancy ended, our team noted several issues that required attention. While we appreciate your efforts in maintaining the property, it is important to note that wear and tear is an expected part of occupying a residence, and as such, certain deductions are necessary to restore the property to its original condition for the next tenant.
  
  We would like to address the specific deductions:
  
  - Backyard Cleaning ($450): Despite your assertion that the backyard was in worse condition when you moved in, our records indicate otherwise. We base our assessments on the property's condition documented during move-in and move-out inspections. Any discrepancies in the condition of the backyard were duly noted and addressed in accordance with our policies.
  
  - Cleaning Charges ($650): While you hired professional cleaners to ensure the property was spotless before your departure, our assessment revealed areas that required additional cleaning beyond normal wear and tear. Our cleaning charges are based on the time and resources required to bring the property to the standard expected for incoming tenants.
  
  - Pipe Repair ($450): The repair of the pipes was necessary due to wear and tear that occurred during your tenancy. It's important to note that certain maintenance issues may not be immediately noticeable during move-in inspections but become apparent over time. We encourage all tenants to report any maintenance concerns promptly to avoid potential complications.
  
  We understand your frustration regarding these deductions, and we genuinely strive to be fair in our assessments. However, after careful review, we stand by our decision regarding the deductions from your security deposit.
  
  If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to reach out to us. We value your tenancy and aim to address any concerns you may have.
  
  Thank you for your understanding.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This property management company has been violating the contract between us. First of all, per our contract, it's agreed that it will officially list my property at $2000 per month. However, I was informed via their automatic email that it was officially listed at $1800. Later, I communicated with the account manager on the reasoning. I was told if there is any activities, such as showings, the company will not lower the price further. I also requested the company to switch my rent-guarantee contract to a traditional contract and stop lowering the price to any further. However, the company continued lowering the price to $1600. It is also brought to my attention that the company does not respond to prospects' inquiry in timely manner, potentially resulting the property seating on the market for longer. I no longer have faith in this company's competency in property management and am disappointed with the treatment I have received so far. I want to terminate my contract with this company at no cost and receive half month guaranteed rent ($700) as settlement for unable to efficiently searching for tenants.

  Customer response

  01/25/2024

   
  Complaint: 21064410
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak at my condo so the property management company called a plumber to come out and fix the leak, the plumber was unable to fix the leak so the management company told the plumber to shut off the water supply to my unit. The running water has been off since December 22, 2023 and I still havent received an update on when it will be restored. I cant flush my toilet, wash my hands or take a shower.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Title: Disappointing Experience with Doorstead I made the unfortunate decision to rent out my condo through Doorstead for a year, and the experience was riddled with major mishaps. Here are the key issues I encountered:Pricing Fiasco: Getting my place rented out took an agonizing month due to Doorstead's insistence on pricing my unit at $4,687/month, significantly above the market rate of $3,800/month. Despite my attempts to reason with their representative, who claimed they relied on an "algorithm," the property remained vacant for almost two months. The algorithm continually reduced the price every 4-7 days until it finally reached the market rate on 11/9/2022. This flawed approach led to unnecessary delays and frustration.Costly Upgrades: Doorstead's requirements to bring the property up to their standards cost me a staggering $10,000. I had to address every minor issue, from painting the house to fixing every ****, shutter, scratch, and more. The 3-hour property evaluation scrutinized every detail, demanding the property be in pristine condition.Overlooked Damage: During the move-out evaluation, Doorstead failed to identify significant flooring damage in the kitchen. The flooring under the refrigerator had collapsed, with substantial water damage extending to the baseboards and the garage below. This oversight in a supposedly thorough 3-hour evaluation is unacceptable. Clearly, the check-out evaluation did not match the thoroughness of the move-in assessment.In summary, while the Doorstead concept may seem promising on paper, the execution falls short. The so-called "pricing algorithm" proved to be unreliable, causing unnecessary delays and financial setbacks. For future property rentals, I strongly recommend opting for a local management company instead of relying on a startup internet venture like Doorstead.

• Initial Complaint

  11/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As an owner of a rental property that was managed by Doorstead, I had a HORRIBLE experience using Doorsteads services, including losing over $20,000 of rental income ($8,200 of the loss was due directly to Doorsteads negligence and mismanagement) and being wrongly charged legal fees of $4,882. I absolutely would NOT recommend Doorstead to any rental property owners. In August 2022, we hired a company **** Financial to manage our property and in December 2022, **** Financial was acquired by Doorstead and ******** started to manage my property. In March 2023, we had to start an eviction process with the tenants. Doorstead manager emailed me specifically that based on service agreement, ******** had hired a lawyer to handle the eviction case and Doorstead would cover legal fees. But after the case was resolved in August 2023, Doorstead told me their manager made a mistake and I should be responsible for legal fees of $4,882, and they deducted it from my rental income without my approval. Another disappointing experience was that Doorstead didnt give my opportunity to talk and communicate directly with the lawyer. As a result, we lost the opportunity to close the case 2 months sooner and we lost at least 2 months rental income. Its so ironic that a lawyer who was hired to represent me didnt have any direct communication with me before the first court hearing. Doorstead did not even tell me about the first court hearing until after it happened. As a result, I lost the opportunity to reach an agreement with the tenants in the first court hearing or request an immediate trial. Either option would have ended the case at least 2 months sooner and avoided loss of rents. During my experience of using Doorstead, ******** demonstrated in so many cases that it failed to provide services on par to industry standards. When I filed complaints with Doorstead, I only received cold responses that blamed the tenants for the companys negligence and mismanagement.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a lease agreement with Doorstead, *** on April 1, 2023. On September 5, 2023 I notified Doorstead via their tenant portal of a broken refrigerator. The refrigerator was not replaced until September 21, 2023. I exercised my rights under WA tenant landlord law to terminate my lease agreement and quit the premises because of their failure to abide by the regulations which require them to remedy a broken refrigerator within 72 hours. They are trying to claim that because they did replace the refrigerator 16 days later I no longer had the right to quit the premises. They are trying to intimidate me and retain my $3450 security deposit stating that I owed them 30 days notice under the lease agreement. I have attached my correspondence to them.

  

  Business response

  04/19/2024

  Complaint ID: ********
  Dear ********,
  
  Thank you for bringing your concerns to our attention regarding your experience with Doorstead. We appreciate you taking the time to share the details of your situation and would like to address the points you have raised.
  
  We addressed your concerns collaboratively with your owner in real-time and we apologize for the delay in addressing the complaint here.
  
  
  First and foremost, we acknowledge that there was a delay in replacing your broken refrigerator, which was reported on September 5, 2023.
  
  We understand that you exercised your right to terminate the lease agreement and vacate the premises.
  
  Regarding your security deposit, please be assured that we reviewed the matter thoroughly and provided a reasonable refund to your security deposit, minus outstanding lawful deductions for strange damages that the owner reported on the property.  
  
  Please be assured that we take our legal obligations as a landlord seriously and will work to resolve this matter fairly and in compliance with all applicable laws.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our team directly.
  
  Sincerely,
  
  Doorstead

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