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:03/21/2023

  Type:Billing 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 complain IGC Realty Rental Management company because they took advantage of me not living in the same city, continuously lied to me, neglect their duties, and even worked with the tenants to steal my interest. Although IGC knew the tenants seriously violated multiple lease clauses, they did nothing to stop or correct the violations and seemingly encouraged the tenants to continue the violations so that they could obtain profits in-between. IGC owes me $3318 and 17 day rent ($1473). Below are the breakdown: 1. $75 for the carpet repair 2. $300 for the house clean (According to VACATING clause in the lease) 3. $350 pet fee for the additional cat 4. $350 pet fee for the additional dog (if the dog is a service dog, pls provide relevant document for a waiver) 5. $150 pest extermination, $55 for the broken blind replacement, $20 for AC filter change, and $100 for wall paint repair. Erroneous charge refunds (Monthly bills) 6. August 2022: $1.5 and $100 erroneous charges should be refunded. 7. September 2022: two $125 (a total $250 for the unauthorized toilet change) and $1.5 erroneous charge should be refunded. 8. October 28, 2022 - Jan 2023: $59.85 Utility fee and $180 unauthorized plumbing fee should be refunded. 9. IGC secretly changed the lease with the tenants without letting me know and made me lose 17 day rent ($1473) Loss caused by the earlier lease termination that IGC should take the main responsibility, therefore, I requested IGC to return partial commission fees and property management: 10. $975 ($2600/12*6) 11. $870 ($145*6)

  Business Response

  Date: 03/29/2023

  We do take customer complaints very serious.  We also value and work hard to maintain our high standards and our strong reputation. For us to maintain that reputations and high level of professional service are do have to comply with various real estate and fair housing laws, which we also complied with in this situation.  In the course of our normal property management we do encounter both difficult tenants and difficult owners. In this case we had both. We did take steps to hold the tenants accountable to their lease. We did post and enforce notices of non-compliance on various issues. however this owner did not understand that when a tenant fails to comply there is a next step of required legal action which can take some time to complete. This owner also denied some very important and required maintenance on this property, which also gave the tenants a valid cause for suit. We had to respond by serving this owner with the attached notice of repair refusal.  This put us in the middle of a potentially ugly situation.  Ultimately we did terminate the lease and got the tenants moved out.  The owner had instructed us to get them out as soon as possible, but then complained that she still wanted the rents.  We did explain that she cannot have both a vacant property and rental income. She would get either one or the other, but not both. This owner then demanded that we charge for painting repairs, however in this property the paint was very old. This owner had this home for 7 years and it was painted prior to her purchasing it. When paint is that old then any blemish in a painted surface is considered to be wear and tear and we cannot legally charge a tenant for that.  We can only charge for actual damages, but not for blemishes on old painted surfaces. I did explain this to her, but she refuses to allow for any such rule of law. Regarding her other claims demanding refunds for various charges.  The only legitimate issue was a double charge of $59.85 on a utility bill, which was refunded to her.  The other fees or charges are either maintenance charges which we were permitted to perform as per the management agreement that she had signed with us, or erroneous charges that she has dreamt up. We also took action to terminate our relationship with this owner because of her denying required repairs, making unreasonable demands that pushed beyond our abilities and also challenged the limits of fair housing, and her continued violation of the tenants right to quiet enjoyment by having her "friends" take photos of the tenants while they were in the back yard and report on the happenings on their lifestyle. The conditions that this owner created pressed us beyond the limits of fair housing and led to us terminating our relationship with this owner.  In the end, her property was left in good condition, as referenced by the attached inspection report which we did upon the tenants move out. Also attached is a copy of our management agreement which clearly spells out our limits and supports our charging for the maintenance items she now wishes to dispute. I would also note that we did consult with our legal counsel throughout this process, and it was at the advice of said counsel that we terminated our relationship with this owner.  I do understand if she would like to take legal action against us and we are more than prepared to answer such a dispute. We are also very confident hat she is not entitled to any type of refund and we are more than prepared to further answer any form of complaint that may be filed.  I thank you for your time and greatly appreciate all you do.  Please feel free to contact me if you would like any further information.

  Business Response

  Date: 04/26/2023

  I am sorry for this situation.  I cannot understand why this individual refuses to acknowledge that she has received copies of those statement from us in the past.  I cannot understand why she refuses to acknowledge her ability to log into her secure online portal and access those files anytime she desires.  I cannot understand why she continues to make such false and slanderous accusations against us.  It is my believe that this individual is simply wanting to create issues as a form of retaliation against us for terminating our agreement with her.

  In one final effort to resolve this situation I have loaded 24 individual statement files into the attached zip folder. These are the same files she can access through her secure online portal. These are the same files she was sent via email.  However since she refuses to acknowledge that easy access I am sending these confidential financial statements through this unsecured portal so that there is final evidence that we have provided them to her. 

  Please note that I have also attached a screen shot form our CRM program which shows a log of emails to and from her.  This log shows an email on 2/28 and references a final statement that was attached.  She replied to that email on 3/7 which clearly shows she had received it. For her to keep insisting that we did not provide thosestatements is an obviously false statement.

  We have been fair and honest in all we have done with and for her.  We have been completely transparent about all things, and even thought our relationship has ended, she still has access to all those records through a secure portal that she can access anytime. I do not know ho we can be more honest and transparent that that. I do not know anything more that we can do for her.

  Customer Answer

  Date: 04/29/2023

  
  Complaint: ********
  
  I am rejecting this response because I didn't see the zip file that the IGC said they attached to their reply. Did you see the zip file? If yes, please let me know where it is.
  
  Sincerely,
  
  ******* ****