ComplaintsforHenderson Management and Real Estate LLC

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While living at this apartment, the carpet flooded twice. As such, it must be replaced after me before another tenant moves in, for obvious health reasons. Yet these people are charging me $150 for cleaning that carpet which is about to be thrown away, are charging $171 to clean an already clean unit (I have pics, too big to upload here) which can't be justified by either labor OR materials, and are charging me to replace their locks when nothing was wrong with them. It's my understanding that a security deposit is held in the event of wanton damage to the property (of which there was none, and I have pictures); not to nickel-and-dime a leaving tenant with unethical/nonsense charges by holding their security deposit hostage. It's real easy for them to point to a lease and say, "iT sAyS RiGhT hErE yOu AgReEd tO tHaT cHaRgE," while fully-understanding that there IS no choice anymore: EVERY property management group is doing this, or something similar, so what choice do those of us not born with a Silver Spoon have? This is exactly why the BBB exists: "An ethical marketplace where buyers and sellers trust each other." So how about fixing all these unethical landlords that are contributing to our current economic problems?

  Business response

  02/09/2024

  In response to this complaint:
  
  The lease that was signed by the tenant specifically states that the tenant is responsible for a non refundable carpet cleaning charge upon vacating the unit and the amount that was charged to the tenant was actually less than what was stated in the signed lease. The carpet was not replaced and was able to be cleaned which is why the tenant was charged $150 for that service. Also in the lease it does state that the tenant is responsible for the lock change upon vacating the unit. This is done regardless of the functionality of the locks but to properly secure the property. The labor charge for this service was charged at the beginning of the tenants lease and the tenant was only charged for the materials upon vacating the unit. The tenant was charged for a small amount of additional cleaning for items including cleaning inside of cabinets, drawers, window sills, light fixtures, behind and on top of appliances which were not adequately cleaned after the tenant vacated the property. All of these charges were in the original lease that the tenant signed on 5/30/2018. 
  
  I also would like to mention that the amount that is being disputed is more than the amount that was withheld from the security deposit for the charges that were itemized on the security deposit disposition. Henderson will not be crediting this tenant back for any additional maintenance that was done at this unit. 
  
  Henderson strives every day to ensure our tenants have the best experience. We thank you for taking the time to bring your concerns to our attention and should you need any further clarification, please do not hesitate to contact us directly. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing a concern of faulty charges. I was a faithful and responsible tenant for 3 years. 2019-2022 I moved in under previous management and moved in to a dirty unkept unit. (*** ********* ** **** ***) I’m not one to complain, so I cleaned it and moved in. My roommate at the time said that he submitted the move in checklist but henderson said they never received it. Henderson Management kept my $1700 deposit then charged me hundreds additionally for damage from the previous tenants. Their employee Kristen specifically was completely unprofessional when talking to my wife. Once she got back to us she told her that unless we can prove the residence was in better condition prior to me moving in, that she wasn’t going to remove the charges and stated that We would have to file with small claims court before she would provide me with any proof that what I’m saving isn’t true. My wife asked her to send me the pictures prior to my move in (June 2019) and she refused by saying “I don’t have to” Further proving that the residence was not in better condition prior to us living there. Proving that I am telling the truth and should not be held responsible for these extra charges. As I they are attempting to charge me for basic wear and tear. Kristin then finished by saying since I was the only one on the lease she wasn’t required to talk to to my wife and hung up on her. Kristin is Unprofessional, disrespectful, an dishonest and this company is fraudulent and active in fraud actions. Attached below is pictures of my lease agreement and move out instructions. That I followed accordingly.

  Business response

  10/05/2022

  Hey, I do not have a log in to respond to this dispute.  Here is our response.  thanks.
  
  Well, they are just fabricating information. 
  
  The tenant did reside at the unit for 3 years.  At the time of move in they were provided a move in checklist and instructed to return that filled in within 5 days of the move in date, which they did not do.  
  
  Prior to their move in, the unit was walked by our maintenance department, cleaned professionally and new carpet was installed prior to the date that Mr. ******** and his roommate moved in.  We are unable to find any emails, photos or discussion from Mr. ******** or his roommate in regards to the condition of the unit not being clean or in good condition when they moved in.  Furthermore, when Mr. ******** moved out he did the most minimal cleaning that he could.  There was significant additional cleaning needed.  He also patched approximately 40 holes in one room leaving them needing to be sanded and painted.  
  
   Mr. ******** did file a security deposit dispute that was addressed immediately refunding some of the charges and the second dispute was almost completed with additional charges refunded when Angie ******** called Kristen.  
  
  I don't believe the tenant has seen the second resolution to the dispute and is not disputing our second resolution. 
  
  Jason H*****
  Broker/Operator

  Customer response

  10/05/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The staff management 3 years ago is different management we are dealing with today. The previous employees failed to complete the proper cleaning duties before I had moved in. The current establishment is clearly doing damage control and fabricating proof of documentation they claim to have. The residence was NOT cleaned, carpet was not replaced and the previous tenants damage was as I left it. 

  I asked for documentation proving that the residence was in better condition after the last tenant moved out and prior to my move in. July 2019 is that date. Any picture documentation before or after that date is not valid documentation of the residence condition. I am asking specifically for the pictures they took of my unit directly before I moved in, that will further prove that I am not responsible for the damages they claim. I will accept the cleaning charges but all other charges are fraudulent and non factual. I should be getting my partial deposit back. 

  Henderson and their staff is known for dishonesty and lack of integrity. They're staff is unprofessional and they are known for fabricating documentation and over charging tenants. I was an honest and loyal tenant. I completed the move out checklist to the best of my ability. This is considered exploitation and Henderson Management is abusing their power in business to take advantage of tenants. It's unacceptable and I will see to it that they don't continue to do this to people. 

   

  Regards,
  
  **** ********

  Business response

  10/06/2022

  The tenant has been provided a copy of the pictures and receipts of all charges.  If there are specific charges that are still in dispute, the tenant needs to follow the process and provide property documentation.  Attached is the copy of the invoice for new carpets that were installed before the tenant moved in.  

  Customer response

  10/06/2022

  Complaint: ********
  
  I am rejecting this response because: Henderson Management is not providing me with the correct documentation on their end. The carpet replacement invoice is fraudulent, claiming they replaced my carpet after I moved in to the residence when that is not true. The invoice provided gives two different dates that the supposed carpet was replaced 08/15/19 & 08/16/19 In accordance with their records I moved in on 08/14/19. The carpet was never replaced during my residency at *** ********* **** ***. It was the same carpet when I went for a showing as it was the day I moved all my things into the residence. The unit was never cleaned or In good condition till the day I moved in.  

  The invoice provided also does NOT match the square footage provided by Henderson vs the square footage from ******* ******** invoice nor does it give the same number of stairs. Their supposed "proof" of documentation does not match the description of unit *** nor does the time frame of when the carpet was installed. Therefore the information provided is false. 

  Along with all the other allegations Henderson is making. 

  
  

  I again request pictures of my residence as of June or July 2019 when the unit was on the market prior to my move in. They claim to have that record yet they won't provide it. I will also once again request all damage charges be dropped, I will not be paying them. 

  
  

  
  Regards,
  
  **** ********

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday May 2nd of 2022 I reached out to the business to put a emergency order in for a flood. I called multiple times and got a reply once I sent an email. After talking to them they said to put towels down and they would send someone over. I left work as the company they were sending over ***** * ****** asked if I could be home. No one showed up that day and I called multiple times. I have screenshots and pictures of everything. They then finally got back to me the next day May 3rd of 2022. It is now Thursday May 5th and my apartment continues to flood when it rains. They put sand bags down which didn’t help and cleaned a drain out which also didn’t help as the living room is still getting flooded. They are asking for rent but I’ve refused as this is an unlivable situation.

  Business response

  05/06/2022

  I am confused about the address listed on this complaint by ***** ********.  It shows an address of **** **** ** *** *****.  I show this tenant occupying **** ******** ** **** *****. 

  ***** reported flooding at the Glendale address on the morning of Monday, May 2nd.  Henderson called out ***** * ****** and they were at the property between 1 and 5 p.m. on Monday, May 2nd.  ***** * reported to Henderson on Tuesday, May 3rd that the water was not coming from a clogged drain outside the property, it is coming from the downspouts of the building next door when it rains. Henderson called the tenant on May 3rd to let her know what they found.  The tenant was able to get the property management phone number for the building next door so Henderson could call them about fixing this issue.  In the mean time Henderson did a work order to get sand bags out to the property to slow down the water coming into the property.  The sand bags were placed at the property on the morning of Wednesday, May 4th around 11 a.m.  ***** emailed Henderson at 11:12 p.m. on Wednesday night saying the water was still coming in.  Henderson called ***** the morning of Thursday, May 5th to let her know we got her email and that we are trying to get ahold of the other management company to resolve this issue.  Henderson also told ***** that the rain was due to stop that day through the weekend so the water should not continue to come in.  

  Henderson heard back from the other property management company on Thursday, May 5th and they said they agree with our assessment of the problem and will work to quickly get it fixed.  ***** was sent an email by Henderson on May 5th at 3:05 p.m. letting her know this status.  Henderson also offered to send out our cleaning crew to clean the floor in her living room.  

  Henderson has communicated with ***** through this whole situation and worked to remedy it as quickly as possible.  Henderson will not be conceding any rent for the month of May.

*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. ↩