ComplaintsforDoorstead, Inc.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a lease agreement with Doorstead in early April. Before finalizing the lease, we were aware that the house had a solar panel system. We made sure to clarify our responsibilities regarding the solar system, specifically in terms of utilities and maintenance, by consulting two representatives from the property management team. Both their written response and the details outlined in the contract clearly stated that our sole responsibilities were for rent and utilities, and not the upkeep or service of the solar panels.We were not granted access to the solar account until the end of May. Initially, when we signed the lease, we were provided with incorrect information about the solar company. Towards the conclusion of May, we received a bill from the property management company for the solar service. We had concerns about the bill because it appeared to be unusually high. We reached out to ****** to inquire about the bill. They clarified that the bill covers the lease of the solar panels and the monitoring service for the panels, but it does not pertain to the utility aspect of the solar. ****** emphasized that they are not a utility company; instead, utility matters are handled through PGE. We have duly paid our PGE bill as required. We relayed this info to Doorstead, and they responded by insisting that we remain responsible for the Sunrun bill. They are attempting to charge us for something that we did not originally agree to cover in our agreement.Additionally, the property owner has neglected to address numerous maintenance requests, leaving us with a malfunctioning kitchen faucet, an ongoing leak between the two bathrooms, a non-functional electrical outlet, improperly closing doors, a warped floor, and various other unresolved issues that require attention. This situation has severely impacted our living situation.A month ago, they offered to let us out of our lease without penalty, when we followed up with that option, they denied it

• Initial Complaint

  07/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am renting a property managed by Doorstead. Two months in a row, I paid the rent but Doorstead was not able to record my payment. They gave me a $50 late fee in July during my 4th of July vacation trip, and I had to interut my vacatiion to find out why only to realise that they didin't record my payment. I contacted them and they waived it.It is not accetable that Doorstead is missing my payments two months in a row and that I should contact them, check, and explain them that I paid. It is taking my time, and giving me stress, and at risk if I don;t check myself.I want Doorstead to give me credit for the stress occured as well as a technical explanation on why they coudln't record my electronic payment and what they have done to fix the issue.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We had a highly disappointing experience with Doorstead as property owners. Once we signed up with them, we quickly realized that they were untrustworthy and operated in an insincere manner. Unlike other property management companies that actively advertise properties on various platforms like MLS, Doorstead simply held onto our property while continuously lowering the price. It was nearly impossible to reach them by phone, and whenever we called their office, we were met with a secretary from an overseas call center who lacked the knowledge to assist us effectively.Regrettably, once we enrolled with Doorstead, we received zero transparency regarding the progress of renting our house. We were left completely in the dark. After months of no success in finding tenants through their efforts, we decided to take matters into our own hands and advertised the property ourselves. We even provided them with leads to contact and screen potential applicants. Shockingly, Doorstead failed to schedule showings or present the property to any of the leads we sent their way. Fortunately, one of the leads I had referred reached out to me directly after scheduling a showing, as nobody from Doorstead bothered to show up. This individual waited for an hour and finally called me directly since they couldnt reach anyone at Doorstead. After getting this call, despite my best efforts, I couldn't manage to reach anyone that day at Doorstead to show my house to this potential tenant.At this point, I had reached my limit and decided to terminate my agreement with Doorstead. The following day, *****, my account manager, contacted me in an attempt to persuade me to withdraw my termination letter. I remained resolute and informed her that I had already hired another property management company. Doorstead refused to release my keys and resorted to threatening me with a fine of $4,700, equivalent to one month's rent, or a law suite,

  Customer response

  10/18/2023

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

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a tenant at a Doorstead, *** managed property. *** application process and lease signing went smoothly. At move in inspection, the Doorstead field rep and I noted every wall in the unit had patchy paint and dirty grout all over the floors. There were stains found all over the unit, chipped wood and overall poorly maintained. . I reached out to Doorstead who told me to submit a maintenance request. I submitted a maintenance request 9 April. *** response initially was that I accepted the home and repairs would not be conducted. I told them I annotated the move-in survey. I was denied 2 maintenance requests and expected to take the unit as is. As move=in process continued, I find out the *** move-in fee is more than double what was listed and I was expected to pay. Doorstead was impossible to get on the phone after at least 4 phone calls and 5 emails. They were completely unwilling to negotiate or resolve anything and sent automated scripted responses. I was then contacted by the owner for resolution than later was told I broke the lease by contacting them? This company lies to homeowners and doesn't share any details about any issues the tenants may have. Doorstead does not care about the tenants are only hired to protect their home owners.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a tenant at a Doorstead, *** managed property. *** application process and lease signing went smoothly. At move in inspection, the Doorstead field rep prepared the move in inspection. He refused to turn the keys over to me until I signed the move-in inspection form. I did not want to sign it until I did a more thorough walk through on my own. He stated he couldn't give the keys to me until I did. After stating my concern about needing to revise the inspection he stated that I could submit those and the move in inspection would be revised. I signed. A copy of the inspection was not provided to me until I asked. After moving in I discovered addtional repairs that needed to be conducted and lackluster cleaning. ***re was dried fluid and other dna on the toilets in both bathrooms. I moved in 7 Jan and submitted the move-in survey annotating the need repairs 10 Jan. ** response. I reached out to Doorstead who told me to submit a maintenance request. I submitted a maintenance request 19 Jan. *** response initially was that I accepted the home and repairs would not be conducted. I told them I annotated the move-in survey comments then they said they would get a vendor on it. ***y finally booked, Hire A Pro construction, on 4 Feb, they no showed, rescheduled for the same day, no showed again, scheduled for 7 Feb and no showed again. I took that back to Doorstead who re-booked them. In the meantime, an additional repair was needed, Doorstead confirmed. 21 Feb scheduled, then re-schedule for 23 Feb. An inspection was conducted, no repairs. I had to submit photos again. 15 Mar, a techinician conducted 4 of 6 repairs. Doorstead did not inform me they would not be conducting all of the repairs and had not added the new one to the list. Today 24 Mar, another technician showed and conducted an inspection that had already been conducted on the 2 repairs. Doorstead has no resolution and since one of these repairs compromises my safety they are in violation of ********** law.

  

  Business response

  10/18/2023

  Dear *******, We sincerely apologize for the difficulties and inconveniences you've experienced since moving into your Doorstead-managed property. We recognize the importance of prompt and efficient service, especially regarding your comfort and safety at home. To address some of your concerns: Repairs: Our records show that the issues reported, including the curtain rod in the living room, the light switch in the secondary bathroom, the shelf in the primary bathroom, and the ceiling fan in the primary bedroom, did get resolved; just a few weeks behind the expected timeline. We understand that the timeline for resolution was more protracted than ideal, and we genuinely apologize for the inconvenience this caused. The principal challenge that extended the resolution time was with our vendor, Hire A Pro Construction. We took decisive action in response to their consistent no-shows and communication issues. After realizing the recurring problems with Hire Pro Construction's commitment and repeated no-shows, we decided to cease our association with them. This action reflects our commitment to working only with reliable and responsible partners, promptly addressing our tenants' concerns. We want to emphasize that while we took action to rectify the issues, we recognize the distress it caused you. Your feedback is invaluable, and we're committed to continuously refining our processes to provide better service.

  Sincerely, Doorstead

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Theses a** holes are ripping off sub contractors who they hire to do repairs & don't pay them.. I am owed $450 for over 15 days now with no time line in site . They also sub out the sub work which is the biggest scam in town & the subs short paid from what I can see from the picture of my check which I'll never get.. These freeking scammers need to go to jail..EVERY PROPERITY MGMT **MAPANY I HAVE EVER DELT WITH HAS IN SOME WAY BEEN A NIGHTMARE..EVERYBODY NEEDS TO STAY AWAY FROM USING ANY OF THIS TYPE OF BUSINESS....DOESN'T MATTER WHAT THE ** NAME IS , THERE ALL ***************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them for leasing my property for guarantee rate. They are very shady company and almost impossible to be reached by phone and hardly reply emails. In order to make my property rent-ready, they require me to do bunch of stuff. One of them including removing my bathroom wall paper and painting, I approved it for $881, and then was told there's additional $500 required for the work to be done. I said I'd rather to use my own vendor, but they said portion of the work is already(one wall of the bathroom is painted) and they charged me $881. It took them 5 days back and forth to reply by emails. It's so frustrating because they're wasting your time and money.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into this apartment two weeks ago. Immediately upon moving in, we asked where the internet cable was located. For two weeks we've gone back and forth to try to get a resolution. They've had me pull out electrical wiring, which is probably dangerous and illegal. Now for the last week I've sent them email after email with no response. We work from home, so cannot live in this apartment without internet. We are leaving for three weeks to go stay with family so we can work. We are requesting one month off rent or the option to terminate our lease without penalty.See the conversation attached and below:Hi ******, The cable is rolled up and put behind the plate (the broken one in the picture). Simply remove the plate, pull out the cable. It should be ready to connect to a modem and provide internet once the tenants start their cable service. Thank you, and please let us know if this was successful.*************,Upon pulling on the wire as suggested, I pulled out some exposed wire. See video attached. What you have suggested is very dangerous if these are *******************. Could you please send someone to help or provide some more useful advice and not make suggestions that put me at physical risk? I should not be pulling out wiring, especially exposed wiring, from behind the wall. I dont think you want to be liable for personal injury or damage to your property from your requests that **************** and dig into the electrical wiring of this apartment. It also clearly is not an internet cable. Hi ******, I have forwarded your sentiments to the owner along with the video and the owner stated: "Those are phone wires, which should remain as they were. They are low voltage and pose no danger. Please have the tenant open the other plate (to the right of this one) and take another video of what is inside. That should be the cable. Looking forward to seeing what is found."

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see my letter/clain here: https://docs.google.com/document/d/17BkZm9oTwNpu4xb1uKtbcfWO9IybJ4z2xAWdQrpXagw/edit?usp=sharing

• Initial Complaint

  10/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****,This complaint is about the rent management company called Doorstead which is managing my property located at ***************************************************************. On Jun 23, 2022, we signed a contract with Doorstead about availing Doorstead's help to manage our aforementioned property. Please find the signed contract attached. As per the phone conversation and the summary of the offer described in the offer, we were never told explicitly about "the extra days of rent as a bonus and incentive to rent the Property out as soon as possible" as mentioned in the Doorstead Compensation section on page 3 of the signed contract. When we learned about it after a month, it came in as a BIG surprise to us because Doorstead charged us significant amount of the rent we received for our property. If you notice the Summary of the offer on the first page this bonus/incentive is never mentioned in it and nor it was told to us even after we asking the details of the expenses/hidden fees over the phone.We request Doorstead to return us the amount they charged us for this incentive/bonus of find the tenant earlier as we were not made aware of this fees explicitly when we signed the contract. And we believe these are unfair practices the company is following to cheat their customers by hiding such a significant portion of the fees in the Summary of the offer. To be fair with the consumers like us, we strongly believe that this incentive/bonus fee the Doorstead is charging us should have been clearly communicated in the Summary of the offer and we should be made clearly aware of it instead of hiding it somewhere in the long documents. It's also important to educate other consumer about these unfair/hidden practices so that they don't become victim of such unfair practices.Please find the related email conversation attached for reference.

  Customer response

  10/17/2023

   
  Complaint: 18189459
  
  I am rejecting this response because: I understand transparency is key here and while I appreciate Doorstead is planning to take the necessary actions to provide the ultimate clarity to their future customers by updating the documentation/contract, how should I recover the loss that I incurred due to not knowing this placement performance fee clearly in the contract ? I would highly appreciate if Doorstead can refund me the fee considering I was not even aware of it based on the documentation I have provided earlier. 
  
  Sincerely,
  
  *****************************

*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. ↩