Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:02/15/2024
Type:Status:ResolvedMore 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.
We rented a property for 3 years through ensuvi, we always paid our rent on time and left the property in good shape. After we moved out we were told they were charging us $3200 (keeping our $2300 deposit and charging us an additional $900) for repair to the property. Most of this was for normal wear and tear and I disputed over $2000 of the charges. I filed the dispute 1 month ago and still have not heard a response back. I would like to receive the remaining part of our deposit that we are due and to file a complaint against this predatory business. It is against ******* law for a landlord to charge a tenant for normal wear and tear after moving out.
Business Response
Date: 02/15/2024
Thank you for informing us of this complaint. This past tenant received the completed Dispute Resolution letter at 9:14pm on 14 February **** via email, 28 days after we received the dispute request, submitted at 2:02pm on 17 January **** via email. This process normally can be completed quickly,but unfortunately this past tenant turned over the property in terrible condition (the fourth worst that I have inspected in my 30 years of managing properties). I understand they believe that they left the property in good shape, but this simply is not true, as can be seen in the move-out inspection (complete with photos), which is attached. Another inaccuracy in the submitted complaint is that out of the 29 disputed items, only 5 fell under the definition of normal wear and tear, which is quite different than Most of this was for normal wear and tear. Unfortunately,most of the flagged areas were tenant damage.
This complaint also states that they still have not heard a response back., which also is untrue, as I had replied to this prior tenant at 2:43pm on 17 Jan ****, 9:45am on 1 Feb ****, 10:00am on 2 Feb ****,and finally 9:14pm on 14 Feb **** via email all relating to their dispute process. These too are attached for your review. Of course, the statement I filed the dispute 1 month ago, although close, is also inaccurate.
The only items in this complaint that are factual are that this prior tenant did rent from ENSUVI Property Management **** for 3 years and they always paid their rent on time. Prior to this complaint being posted to the public, which contains mostly inaccurate and slanderous information, I would kindly request that the Better Business Bureau review the attached supporting documentation to ensure that the slanderous information contained in this complaint is not publicly posted on your website.
Thank you in advance for your assistance in this matter.Customer Answer
Date: 02/16/2024
Complaint: 21294348
I am rejecting this response because:Although I am satisfied that the business responded and adjusted their initial claim, I am unable to accept this response from the business until we have received the remaining portion of the deposit back. We were told we would be notified when and how payment would be sent and we have not yet been notified or received the funds.
Sincerely,
*********************Business Response
Date: 02/16/2024
Please see the attached proof of payment.Customer Answer
Date: 02/16/2024
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,
*********************
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