Complaints

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• Initial Complaint

  Date:06/10/2024

  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.

  In May of 2023 my wife and I entered a lease agreement with Mountain-n-Plains to rent the property at 1453 W 25th St., Loveland, CO 80538 for the term of one year, ending May 31, 2024. Over the course of that year we have had several communications with the staff regarding maintenance, mid-term inspection, intent to vacate, future tenant property tours, move-out inspections, and finally the process of returning our deposit. Every time there was communication, we were met with condescending, disrespectful behavior and treatment from the staff. Only during our move-out performed by Blake, did anyone treat us fairly. There seems to be an underlying tone and attitude towards tenants that we are below them. That "these are the rules" and you must obey them. Any deviation from the "rules" is met with an apathetic, robotic dialog that can't be bothered. I've never been treated so much like a peasant by any property manager such as this one. It's degrading and unnecessary. We have now moved to our new home in another state and have attempted to contact Mountain-n-Plains regarding our security deposit, not only to ensure that they have our correct address, but to also see what charges, if any, were made against our deposit. Our inquiry into whether or not someone has our correct new address was met with "all communication about security deposits are through email with our deposits department." Yet, there is nothing in our lease regarding this policy, or is there any point of contact for the so called deposits department. When trying to reach Blake on the phone, we are met with "Sir, you must contact the deposits department,' but that contact information was never given to us. We am filing this complaint because we feel that we have been treated unfairly and unjustified by Mountain-n-Plains, and now they seem want to delay the return of our security deposit through a network of red-tape that we didn't agree to within our lease.

  Business Response

  Date: 06/14/2024

  Robert, 
  
  We’re sorry to hear you feel mistreated and disrespected.  That said, we accommodated your requests to the best of our abilities and went so far as to not show the house while trying to re-rent the unit despite our right to do so in accordance with the Lease.  
  
  In regards to the security deposit, per your Lease, “Any portion of the security deposit to be refunded shall be returned within 60 days after Lease termination or within 60 days after assignment, whichever occurs first, by a single check made payable jointly to all Residents.’  We request that communication regarding security deposits is done through the security deposit department email so that the communication is recorded for both parties to reference.
  
  Lastly, the manner in which you spoke to our receptionist calling her an “idiot” was demeaning and to use some of the phrases from your complaint, “disrespectful behavior”, “degrading and unnecessary” and you owe her an apology.
  
  MnP

  Customer Answer

  Date: 06/14/2024

  Complaint: 21827230
  
  I am rejecting this response because: 

  During our time as a tenant of Mountain-N-Plains at 1453 W 25th St. The need to communicate with their staff was probably less than 10 times, if you include maintenance requests. In that year, every time we had a question or concern about any topic, it was met with rude and disrespectful behavior. And now, even after we have moved away and are no longer a tenant of this company, they still choose to treat us like we are some annoying dog yapping at their heels. I admit wholeheartedly that I used the term “idiot” in my final telephone conversation with MnP, because my patients with them had reached a boiling point. All I wanted to do was talk to Blake directly and the amount of resistance, even after I asked politely and respectfully was infuriating. If any reasonable person can’t understand why that might make someone upset, then I have no business doing business with them. 
  
  Regardless of who said what, there’s still the issue of the “deposit department“ And the fact that there is no mention of this mysterious department in the lease. So how were we to know to contact them directly by email in order to receive any portion of our deposit if no one told us? While the receptionist wouldn’t even let me leave a voicemail with the only person who’s ever given me us the time of day, so I could ask about this so-called deposits department. Does nobody understand why that might be frustrating? Does nobody understand that to move and rent a new property in the state of Colorado requires thousands and thousands of dollars upfront because of the way the system is designed? Does nobody understand that when you have a single income family with a two year-old that every little penny counts? The irony of the fact that I have met and talked with the property owner numerous times over the last year and he was impressed by the condition in which we left his property,  does not fall short on me or this situation.
  
  I contacted the Better Business Bureau because companies like this need to be called out. They take advantage of their tenants. They have poor communication and follow up and when you’re paying a premium to live in a safe area for your family you expect much better. I contacted the Better Business Bureau because there are no laws in the state of Colorado to protect renters from this type of abuse of power. I have lived, rented, and owned property across the United States, and I have never seen a system more geared towards the benefit of the property management companies than here in Colorado. If the Better Business Bureau can’t understand why as a renter who is tired of companies like this taking advantage of hard working people and families, then my time on this matter is done. 

  Regards,
  
  Robert Beyer

  Business Response

  Date: 06/18/2024

  Robert, 
  
  We disagree with your comments below and unfortunately we don’t believe anything is going to change your opinion despite our response. 
  
  As previously stated, we require any correspondence regarding security deposits to be made in writing. This protects both parties. We do not discuss this over the phone. You will receive your security deposit reconciliation letter on or before the 60 days as stated in your lease. 
  
  Thank you and best to you and your family.