Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/30/2024

  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.

  On July 4, 2024 I notified my landlord, JWB Realty, that my kitchen sink was broken. It took repeated calls and multiple trips from contractors (4 in total appointments with contractors) and I was without a functional kitchen sink until August 3/, 2024. On July 27, 2024, I notified my landlord that the AC handler in the attic was leaking through the ceiling including through a lighting fixture and that I needed emergency repair/remedy of the situation. I have again had to make repeated calls and updated them on the situation multiple times including notifying them that it continues to leak intermittently through the lighting fixture, and that the ceiling is bowing beneath the weight of the AC handler above. They have sent five contractors out to take photos and give estimates and as of today (08/29/2024) still no work has been done to fix the issue. I also updated them on 08/13/2024 that what I suspect to be black mold has started growing on the air ducts for the AC. They never contacted me back about that. I sent them photos and called them back on 08/21/2024 to try and get an update. A contractor from Airsafe came out to take photos of the suspected black mold on 08/22/2024 and as of today (08/29/2024) I still have not received an update on either the AC or the mold issues. I have continued to pay my rent but have also had a total of 11 contractor appointments in less than 2 months and over 50 phone calls to deal with the above issues which still have not been adequately resolved.

  

  Business Response

  Date: 09/03/2024

  We've had a work order open here and found that we have to re-do all the ductwork and there is now mold in the home due to this issue. After speaking with the owner, the owner offered for the resident to move out early without penalty since the work was going to be extensive. We have not been neglecting to do any work. Resident agreed to move out, but was asking for full sec dep refund, help with move out costs etc. 
  
  As we were chatting through this with our service team, we find out that this res has been subleasing to a group of people (one of them reached out and spoke to Alyssa). We got an inspection completed Wednesday to confirm this is happening.

  While the resident is in breach of lease due to the subletting situation, and we would normally evict over this type of breach of lease, we had already committed to a mutual move out in writing and will continue to honor that decision. The resident will not be charged early termination fees and we will be allowing them out of their lease early. 

  Customer Answer

  Date: 09/09/2024

  As of September 1, 2024 when I moved out of the residence due to the ongoing issues, there had been no further work. At that point I had reported the AC handler leaking through the ceiling including through electrical lighting fixtures and the unit itself causing the ceiling to sag and potentially come through the ceiling 33 days prior (7/27/2024) and no repair had been done to resolve the situation. And I reported the black mold on 8/12/2024 that resulted from neglecting to fix the water issues from the AC leaking and no testing had occurred. The Airsafe consultant who came on 8/22/2024 took photos but did not even open his rolling kit up to do any sampling or testing on site. 

  

  Business Response

  Date: 09/10/2024

  We allowed the resident out of the lease without penalty. Per the lease agreement, that is our obligation with maintenance issues of this nature. There are no early termination penalties being charged. Attached the lease clause related to this.

   

• Initial Complaint

  Date:09/28/2022

  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.

  I'm paying another person light bill an isn't getting any help.they are not fixing any thing in my house an it's making it hard for me to live in these conditions. I have given them any and every opportunity to fix the situation and it's not been done

  

  Business Response

  Date: 10/10/2022

  Upon looking at Ms. ******** lease, we see two work orders that were opened on Thursday, October 6th. Both were opened and dispatched to a vendor. All other maintenance issues that have been called in are marked as completed. In reference to the utility bill, there is a monthly utility credit that Ms. ****** receives in the amount of $150/mo, factored into her rent amount. There are no utility stipulations or additional charges she is responsible for paying at this time.

• Initial Complaint

  Date:05/24/2022

  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.

  Jwb property moved me in with rodents in my home refused to come out to clear the rodents out stated was a non emergency I’ve been in the home less than two weeks moved in may 13th water didn’t work toilet nothing ..after a week of not being there n roofers coming to randomly fixed the roof I had an exterminator come out as by jwb stated I needed my own then stated they would come out he advise it’s two rats in here it wouldn’t be safe for me or my child to live in this

  

  Business Response

  Date: 06/06/2022

  Per our lease, pest control is a resident responsibility. However, seeing as M** ***** had just moved in, we did open a work order and send out a vendor. We also reached out directly to *** ***** directly to review the status of our open work orders and ensure we were following up accordingly. We have reviewed the submitted correspondence with the team to ensure we are being a supportive resource for our residents. If there are any new maintenance concerns since that conversation on 5/25, we would be happy to get back on the phone so we can get them resolved! Our property management team can be reached at ************ and our maintenance team can be reached at *************