ComplaintsforBasora Investment Group, LLC

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Basora Investment Group was the property Manager for our home in *******. The tenant moved out on 8/31/23. There is a balance due to me of $490.00 from Basora from monies received from the tenant. I have attached Basora's final statement showing the balance of $ ****** the additional $90.00 was to come to me from the tenants security deposit. As of today the Basora Group has not paid me what they owe.

  

  Business response

  01/11/2024

  I had been instructed by ******** to retain the tenants deposit until a source of an unknown "odor" was located after the tenants had vacated the rental property. The tenant and the rental were textbook, the tenants were fantastic, and they did not cause any damage to the unit. I had been in constant communication with the tenant concerning ********'s intention to retain the deposit (see attached letter that was included with their security deposit claim). I had explained to ******** on many occasions that I would not violate ******* Tenant Landlord law by remitting part of the tenant's deposit to her for a bill she insisted they pay. It was stated that the tenants were disputing the deposit being held as they were essentially the perfect tenants. From the time the residents vacated 8/31/23 to the close out of her account 11/27/23, (emails uploaded for proof of time frames, communication and behavior) our office continually visited the unit in every attempt to satisfy ******** and try to eliminate any damages to the tenant's deposit. ******** would reach out after business hours, texting or calling after being notified to keep all communication via email due to her change in attitude. Our office went over and above our contracted service free of charge, and we could not satisfy ******** no matter what was done. She wanted it her way, regardless of the law or any schedule, holiday, or damage it would cause. 
  Eventually, we had to notify ******** to discontinue her aggressive behavior via phone (11/27/23 email attached) and formally request that she cease from her damaging behavior where she would openly bash my company and the community manager in meetings, all while she had sent emails/text with different variations of a statement to me and the association manager in the attempt to tarnish reputations in the building. I had asked that she withdraw her complaint to BBB which was based on inaccurate information, and she did not. ******** had complained that she had not received her statement or funds in the account to the ******************** but she had already received this information on 11/27/2023 along with the *** of the balance in her account. (our office was closed along with many others on 11/24 in observance of the Thanksgiving Holiday) I responded to ******** and closed her account on Monday 11/27/23. Yet she still remitted false information. 
  Unfortunately, I do not believe that she will ever be satisfied until she has her way, regardless of if it is morally or legally correct. I am not refunding the termination fee of $300.00 as I am following the contract that she signed and agreed to. I will not allow the owner to bully my company into refunding her money that she is not ***********, through the BBB. You can see in the constant communication in just email alone, that her version of events is not correct.  The damage that she has caused with the verbal and written documentation along with the time spent handling this issue well exceeds any cancellation fee. Our office has suffered enough with the stress and loss of time that this client has caused. 

  Customer response

  01/11/2024

   
  Complaint: 20921753
  
  I am rejecting this response because:I have attached 3 documents, 1 email and 2 signed contracts that clearly state that there would NOT be a termination fee at the end of the lease.  Ms. ********************** seems to feel that since her feeling are hurt she can just choose to ignore these contracts and retain a termination fee.  She is wrong. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/07/2024

  ******** has a history of pulling bits and pieces of information to make the narrative work for her. When reviewing the emails, contracts (there is a sales contract and rental management contract) she pulls from each to make things "work" for her without providing the entire fact which clarifies each situation. 
  
  The attached email is an esign which has to do with the **** of the unit not the management. I was waiving the termination fee in the ****S contract since we were renting the unit. It was not losing income; I also reduced my management fee to 13% only due to the property being listed for sale and I would be receiving the sales commission. 
  Correct, if an owner does not remit their base reserve, we hold $400.00 of the rental proceeds to meet the reserve requirements.
  Correct, the tenant was unable to relocate the furniture on the patio that the association required to be moved due to the weight of the pieces. The tenant called the office, spoke with the staff, and requested that the furniture be placed inside. ******** lied to my office and said the association said they would move the furniture for free (which they did not) and demanded we charge the tenant for this bill. Which in the end we did. I verified with the association management and there was no such agreement that the association staff would relocate the owners furniture. 
  Correct, I followed landlord tenant law, she wanted me to send her the $400 and the $90 from the tenants security deposit. I cannot send her proceeds until the end of the landlord tenant act requirements which we stated to ******** on multiple occasions in writing.  I would not break the law because ******** said so.
  Incorrect, she was charged $8.56 for the certified mail cost which was the legal requirement to send the tenant their security deposit claim letter out. 
  
  
  
  ******** is not due a refund of any fees, the property was not sold and therefore the management cancellation fee stands. Due to our agreement on the reduction of management fees, the loss of business due to her disparaging remarks and false narratives and the work outside of standard management. There is a minimum of $1800.00 due back to my company from the reduced management fees only accepted since the property was going to be sold. 

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  short term rental a house in ******* ************************************************************* from nov 1st thru dec 31st It was suppose to be cleaned and ready to rent for 2 months? house pool and lunai where a complete mess! as seen in pics!plus had a roof dryed in for 2 days and then 2 days before xmas they install shingles for 2 days!and we had to clean up mess in lunai and driveway area all 4 days !Nail granulars from ****** shown in pics!we went 2 weeks without a wash machine in which we contacted managment first day it was not working! never heard from them for 8 days!When we arrived first day ***** from management group meet us there and said the she paid to have lunai pressure washed and she will contact them to get to it right away?7 days later still a filth so i went and got a pressure washer did it my self ? $400 dollars if you had it done!Plus my truck sat out in road for days with dumpster in driveway!Electrical was not working it lunai and other parts of house! We left houst cleaner than when we got there and she still charged me at the end for cleaning?

  

  Business response

  03/28/2023

  March 28, 2023
  
  This property was ready to rent for Mr and *************, this propertys booking was finalized on 9/22/22, Hurricane *** hit on 9/28/22. ************ was notified that the property was in need of a new roof but there was no interior damage, and he had the option to cancel his booking. Per ************, he declined and when he arrived he stated to me at the home, not to worry about anything that he was here to help.
  Confirmed in writing to ************ via email (attached) that the property was ready for his arrival. Property owners confirmed and were on site prior to his arrival that all was ready for the tenant. (Except the roof).
  I arrived on site at 9:43am on 11/1/2022, Mr. and ************* were already on site, their lease check in time was not until 3pm. ************ was already loading his belongings into the home. ************ walked the home inside and out with me personally and continued to assure me that there was nothing to worry about. He said that he would like a cleaner lanai, which I stated I would schedule with our pressure washing vendor. But he had stated, not to worry about it, that he would rinse it off. Had we known that ************ would degrade our company and put us through this unnecessary stress of a BBB complaint I would have washed it off myself with the hose while I was there. Had they followed the check in times, we would have been able to have any items rectified prior to their arrival.
  On November 1, 2022, we emailed ************ letting him know that were sending out vendors for minor maintenance.
  On November 10th ************ notified us that the washing machine has not worked right since he moved in. That was the first notification to our office concerning the washing machine. On November 10th, the vendor was sent the work order for the appliance. On November 10th, ************ told our vendor he was already having it fixed. That was a same day turn around. (Emails attached) 
  See photos attached of the lanai as of 9:43am on November 1, it was not a mess as stated in the complaint.
  ************ was notified of the roofers beginning via email 11/30/2022:
  After speaking to the owner, the following schedule is for the roof: 
  Shingle delivery today 11/30
  Tear off and dry in 12/1
  Inspection 12/2
  Shingle completion 12/3
  Final inspection would be scheduled at that time. 
  
  ************ used offensive language with the roofing company, screamed at them for placing the shingles on the side of the driveway (not blocking it) he was aggressive and berated my staff and also the roofing company because he didnt want to drive around to the other side of the driveway ( it was not blocked).
  Upon their departure, the property owner recorded 4 missing beach towels, 5 missing bath towels and 1 missing pillow. (The homeowner did not charge this to their deposit). There was also a heavy odor of smoking of some kind.  Due to ************** outbursts, rants and foul language that was expressed to my staff and the roofing vendors. We did not feel comfortable deducting these items, in fear of receiving distressing communications from *************
  ************ failed to respond to many emails, he did not return calls and would reach out at odd hours (late in the evening) possibly knowing that he would not receive a response until the next day. The emails attached show continued professionalism from my office regardless of the treatment by ************.  You can see in the emails that he sent he treated us poorly for no apparent reason. With the photos and the email chains, it seems that ************ has his own narrative. We responded promptly, and at times with no follow-up from ************ until the next day or at all.  All our residents are charged for a vacating clean, which prepares the home for the next resident. A copy of the invoice was provided to ************ to show the exact cost.
  
  Considering that our area was devastated from one of the worst Hurricanes in 150 years, this home was in wonderful condition. They were given the opportunity to cancel their vacation with a full refund but chose to continue with their booking and he directly stated when he arrived that they were here to help people. His visit was the complete opposite for my company and staff. The owner of this home personally came from their home state to live in their camper while they repaired and scheduled repairs for their home. ************ has caused unneeded stress, used foul language to degrade our staff and vendors and sent emails with aggressive tones and nature. I would hope that the BBB would not even publish such a trivial complaint and that after reviewing the emails and photos, you will see that the very opposite of events occurred. My companys track record of no complaints also speaks volumes, especially since the property management business can be very volatile.  
  
  Thank you for your review of the included information. 

  Customer response

  03/28/2023

   
  Complaint: 19856356
  
  I am rejecting this response because:
  I have 100s of pics and text that i cannot get to down load! She is the biggest liar ive seen! She told my wife and i is was dried in and cleaned !roof would not come till we where gone!The house was a horable my wife did not up pack her clothes because it stunk so bad!would not go out in lunai till i pressure washed it 7 days later!I was good to the mexican roofers gave them pop and water all the time!Only problem was the delivery guy for roofing materials was putiing it in middle fof driveway!Ithe gentleman doing roof said they where not going to put shingles on roof till end of January but the lady owner drove roof saleman nuts!and wanted it done before the first before her friends got there!Toilet ran all the time in master when we there!***** sent HER GUY that never showed up twice! The wash machine took  two days to try to repair and couldnt so they brung a new onw which i had to drain old one and put in garage!another 3 days wasted!***** was to bust doing her personnal stuff like trying to get paid on there motorhome she told us!
  
  ***************

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