Complaints

This profile includes complaints for Premier Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Premier Property Management

  700 11th St S Ph 3 Naples, FL 34102-6777

  
• 

  Premier Property Management

  739 5th Ave S Naples, FL 34102-6662

  

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:03/18/2025

  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.

  1. Move into condo 9/29/24after being displaced from Hurricane ***** 2. The date of work order put in for toilet issue not working was 10/2/25 on the Premire property management rental portal submitted as a work order 3. No none fixed until the airconditioning went out on 10/20/24 and I brought to attention the toilet was not fixed.4. *********(owner charging me saying I broke it)Fixed toilet(did not claim he charged owner, but Did nothing per second ******* who replaced warped rubber suction on the second visit).5. Called and took video of toilet not working, filling unable to use for over 48 hours. Had to go to bathroom in a plastic bag.6. finally came out as I pressed Premiere to get taken care of.Insisted on speaking with owner about this. I was blown off and never seen as I was told he would call me, see me and never did.7. I have move-out video showing a clean condo.8. premiere took last months out of my bank account on Jan 1, ********* already were holding my last month's rent)I had to work hard to get my money back and warned them they owed me prorated January money back. I continued to ask for my prorated share back. I did not get my 1.199.00 back until Feb 13th.(the first time I asked for this and pointed out this fact was January 1, 2025(43 days later I had to work to get my money back as I was ignored. I have continued to ask for copies of all work orders, (I have all text messages showing all of this as all of this has transpired over months from October 2024- to the present.9. The security deposit was *******. I was given a breakdown of what they were charging me for. They are charging me for toilet and air conditioning, filters. I have uploaded documents (lease and security deposit money they are unfairly charging me as evidenced by work orders)I am not responsible for a toilet that was not working as evidenced by my work order that was placed 3 days ago (10/2/24) and ignored )after moving in. Charges of $380 for air filters are criminal.

  

  Business Response

  Date: 03/19/2025

  The owner is ultimately responsible for Security Deposit disputes.     They fee that the amount charged, less the $380, is more than fair and equitable. The owner found other items that they feel they should have charged but are willing to let this be so that all parties and move forward.    At this time the $380 has been refunded and a check is at the Premier Office for pickup.  Please ask for ******.  Thank you.

• Initial Complaint

  Date:09/18/2024

  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.

  Premier Property Management charges me a 5% commission fee for the annual lease of my unit. In May 2024, when I renewed my lease with my tenant and her new roommate, we signed a 60 day opt-out from lease start date. Since then, her roommate has been late with rent, so I had to issue the 60 day opt- out from lease which started on Aug. 1st, 2024. Premier Property Management kept the full total annual lease commission of $940.00 for the upcoming lease renewal by deducting it from the rental funds due to me in May and June of 2024, before the new lease even started. Now that my tenants are leaving before the end of this annual lease agreement, Premier Property Management does not want to refund me the full balance of the lease commissions for the remaining months that my unit will not be rented. Nowhere in my lease agreement does it state that Premier Property Management can keep any commissions from rent if the unit is not being rented due to the tenants moving out before the end of the lease agreement. When I reached out to Premier Property Management, **** *******, send me an e-mail stating that half the balance due to me will be refunded to me. So, I asked him, where does it state in my lease agreement that Premier Property Management can keep half of the balance that is due to me. I have not heard back from him since then. My tenants will be moving out on Sept. 30th, 2024. Their last month's security deposit has been applied to this month's rent, since they are moving out at the end of the month. However, as of today, I have not been refunded the balanced of $825.00 due to me. I am reaching out to you because I believe Premier Property Management is trying to intimidate and take advantage of an 83 year old hispanic lady by pushing their weigh around. Please help, I am entitled to my full refund.

  

  Business Response

  Date: 10/01/2024

  We have remained in contact with the owner (complainant) at all times. The owner unilaterally decided to have the tenants move out and not fulfill the lease, after the lease was signed months in advance.   Pursuant to the contract, signed and agreed to by the owner, the funds are owed.  Although not required by law or otherwise, Premier already agreed to refund 50% of this leasing fee and has already done so.  Additionally, the tenants have been refunded any remaining deposit, per the owners instructions.    Their is nothing more to be done. As such, we respectfully request that the BBB close out this matter.  Thank you very much!

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22298736
  
  I am rejecting this response because:
  First of all, Premier Property Management agreed to refund me 50% of the leasing commission balance due to me , but as of today they have not done so.  In their response, they stated they had but that is not true. Second, my tenants and I agreed that it would be best for both parties to apply the 60 day opt-out of lease agreement that we signed because it was becoming a hardship on them  to pay the rent on time. Honestly, I don't believe they were making enough income to be able to pay the rent; however, Premier Property told me they were approved. This 60 day opt-out of lease agreement didn't mention anything regarding Premier Property being able to keep any of the leasing commission balance and neither did the leasing contract.

  

  Business Response

  Date: 10/01/2024

  The final statement was sent this afternoon to the owner as well as the ***.  The *** will show up on Wednesday as it takes 24 hours to process.
  
  We offered to re-lease the home for free but the owner rejected this offer.  We have made every reasonable attempt to rectify this situation.   

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22298736
  
  I am rejecting this response because:
  
  
  
  Premier Property offered to lease the property again for a leasing commission rate of 10%. I was currently paying 5%. 
  
  It was not for free as they are stating. That's why I decided not to list the property again with them.
  
  It is very convenient for Premier Property to get their leasing commission upfront, this way they don't even have to properly check to see if a tenant can even afford to make the rent.
  
  This is the way Premier Property is doing business by lying and taking advantage of seniors. 
  
  No where in my lease agreement does it state that Premier Property has the right to keep any commissions for the remaining months of the lease if the tenants have moved out before the end of the lease.

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  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.

  I signed an annual lease for a ****** condo June 2023. Premier has retained $900.00 from a $2400.00 Security Deposit. Firstly, notice was not sent via certified mail within 30 days expressing a claim to the deposit. Postmarked Secondly, the claim falsely stated there was damage of drywall, paint and lightbulbs in the amount of $700.00 which is completely erroneous. No such damage occurred, and I have video and photo documentation. Thirdly, they did not provide any evidence, nor, receipt for any repair to date. Also, they have held $200 for utilities that have been paid and were in my name. After rejecting this claim there was a response requesting mediation without court. They have failed to respond to two subsequent emails twice and it has been more than sixty days since I moved out. My conclusion is they want to ignore my claim and keep MY money fraudulently or a court appearance.

  

  Business Response

  Date: 10/01/2024

  After a thorough review of the account, with the owner including, the move-out inspection, past work orders, and additional personal inspections of the property, the owner has agreed that $450.00 should be refunded to the tenant.  The remaining $250.00 was put towards minor drywall and paint repairs that were completed on this home as well has replacing light bulbs. 
  Additionally, we have addressed the utility hold and will be refunding ***** the $200.00. In total, ***** will receive $650.00 from the original $900.00 collected.
  We have left a voicemail with ***** and will discuss these details with her once she returns my call.

  Customer Answer

  Date: 10/10/2024

   
  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. I am disappointed that it took a BBB complaint to obtain any response from PPM as my preference is simple and honest communication regarding any transaction. It was not a pleasant experience. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/04/2024

  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 October 1st, 2023, we rented a property from this company. The property manager that helped us was very nice and helpful guy. We said we would rent the property until our family was able to purchase our first home. All the maintenance issues were solved quickly, and we had such a great experience with this company that we left a 5 start review on ****** (that will be changing). Around midterm of our lease, their property manager assigned to our property changed. We noticed it because we put a maintenance request that took about 3 weeks for them to fix or acknowledge. After that everything went downhill with this company. My family was getting ready to buy our first home as initially communicated, we didn't know if it was going to happen or not, so we signed a lease renewal on 06/24/2024 even though our lease did not expire until 09/30/2024. The reason we did this is because we have 2 little daughters, and we could not risk staying homeless because they could raise the rent or decide not to renew the lease, so we were just protecting our family. That is why we signed the renewal about 4 months before the initial lease ended. Our family gave their new property manager an offer to buy the rented property we were living in on 07/16/2024. Offer that was totally unanswered. Not even out of respect, the property manager could have just said no, the owner is not interested in selling the property, but just say something. We are human beings. Our family was able to buy our first home on 08/19/2024 that same day an email was sent to the new property manager "***********************." We said that we were finally able to buy our first home, that we were going to vacate the property by the end of August 2024 and that we had already prepaid the last month of our lease (September 2024) plus a security deposit and that we just wanted our security deposit back and cancel the lease renewal. Full description of complaint attached as complaint pdf....

  

  Business Response

  Date: 09/12/2024

  The issue is one between the tenant and homeowner.  The management company does not get to make decisions, such as voiding a lease.  As of that date, we had not heard from the owner.   

  Additionally, the unsolicited offer for purchase is not generally handled by the property manager as we did not represent the owner in that capacity.
  
  We will follow up with an additional response in the next 24 hours.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22237406
  
  I am rejecting this response because:

  No resolution has been reached. Business will provide Homeowners answer within the next 24 hours. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/13/2024

  This tenant, ******, renewed her lease with Premier in June 2024, and no opt-out clause was mentioned at that time.

  
  

  In July, ****** contacted our firm, expressing interest in purchasing the property. She disclosed she had declared bankruptcy six months prior and needed another month to obtain a pre-approval letter. About two weeks later, she made an unsolicited offer of purchase for the home. The offer was forwarded to the owner however he declined due to tax liabilities but stated he would reconsider in a year. Our firm relayed this information to ****** via telephone and subsequent voicemail but did not receive a response.

  
  

   

  
  

  In August, ****** reached out again, requesting to cancel both her current lease and the renewal. She also asked for a refund of the last month's rent and the security deposit, claiming the home was in better condition than when she moved in. Premier explained that she remained responsible for the lease until a new tenant was secured, but that we would do our best to expedite the process. She perceived this as unhelpful, despite our reassurance that this was a business matter and not personal. She then threatened legal action if the lease was not canceled, and all funds returned. We recommended she seek legal advice and have her attorney contact us.

  
  

   

  
  

  Regarding the A/C, ****** reported the unit malfunctioning on April 15, 2024, and had a friend assess the issue. He suggested replacing the compressor, but since he was not a licensed HVAC technician, we had AC Naples (Vendor) inspect the unit. The vendor added freon, which resolved the issue temporarily. On May 29, the A/C malfunctioned again, and AC Naples 5confirmed the need for a replacement due to a leak. The homeowner approved, and the unit was replaced promptly.

  
  

  ****** contacted both ***** and Premier during both incidents. While she claimed the A/C was out for three weeks, this is inaccurate. She may have been without A/C for 8-9 hours, but certainly not three weeks.

  
  

   ..

  

  Business Response

  Date: 09/13/2024

  I was unable to reply a second time to the complaint.  Please see the updated response.  Thank you!
  
   
  
   
  
  Complaint ID: ********
  
  This tenant, Yilena, renewed her lease with Premier in June 2024, and no opt-out clause was mentioned at that time.
  
  In July, ****** contacted our firm, expressing interest in purchasing the property. She disclosed she had declared bankruptcy six months prior and needed another month to obtain a pre-approval letter. About two weeks later, she made an unsolicited offer of purchase for the home. The offer was forwarded to the owner however he declined due to tax liabilities but stated he would reconsider in a year. Our firm relayed this information to ****** via telephone and subsequent voicemail but did not receive a response.
  
   
  
  In August, ****** reached out again, requesting to cancel both her current lease and the renewal. She also asked for a refund of the last month's rent and the security deposit, claiming the home was in better condition than when she moved in. Premier explained that she remained responsible for the lease until a new tenant was secured, but that we would do our best to expedite the process. She perceived this as unhelpful, despite our reassurance that this was a business matter and not personal. She then threatened legal action if the lease was not canceled, and all funds returned. We recommended she seek legal advice and have her attorney contact us.
  
   
  
  Regarding the A/C, ****** reported the unit malfunctioning on April 15, 2024, and had a friend assess the issue. He suggested replacing the compressor, but since he was not a licensed HVAC technician, we had AC Naples (Vendor) inspect the unit. The vendor added freon, which resolved the issue temporarily. On May 29, the A/C malfunctioned again, and AC Naples 5confirmed the need for a replacement due to a leak. The homeowner approved, and the unit was replaced promptly.
  
  ****** contacted both ***** and Premier during both incidents. While she claimed the A/C was out for three weeks, this is inaccurate. She may have been without A/C for 8-9 hours, but certainly not three weeks.
  
   

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22237406
  
  I am rejecting this response because:

  
  About this statement "This tenant, ******, renewed her lease with Premier in June 2024, and no opt-out clause was mentioned at that time." I should have make sure the clause was there since the beginning. Yes, you are correct on this. But I gave you notice about my intentions of not renewing the lease with plenty of time in advance.  

  
  About this statement "In July, ****** contacted our firm, expressing interest in purchasing the property. She disclosed she had declared bankruptcy six months prior and needed another month to obtain a pre-approval letter. About two weeks later, she made an unsolicited offer of purchase for the home. The offer was forwarded to the owner however he declined due to tax liabilities but stated he would reconsider in a year. Our firm relayed this information to ****** via telephone and subsequent voicemail but did not receive a response." Well my offer was not unsolicited as I was told by the property manager to give them a number offer and that she was going to run it by the owner of the property. This is the first key point. Second, she said she would get back to me about it which with all due respect never ever happened. No response was given to us. Not at all! I have proof of texts and emails and even my phone call logs. Never happened. If I was told this, I may have waited another year hoping to buy that house. My kids were going to a great school and I would have loved to stay there. 

  
  About this statement "In August, ****** reached out again, requesting to cancel both her current lease and the renewal. She also asked for a refund of the last month's rent and the security deposit, claiming the home was in better condition than when she moved in. Premier explained that she remained responsible for the lease until a new tenant was secured, but that we would do our best to expedite the process. She perceived this as unhelpful, despite our reassurance that this was a business matter and not personal. She then threatened legal action if the lease was not canceled, and all funds returned. We recommended she seek legal advice and have her attorney contact us." Wow, just wow. It was never our intention to cancel the current lease. Please see the attached pdf that shows all the communication regarding this. We said that we were able to purchase a home on 08/19 that September 2024 was the last month of our current lease and that they could keep the prepaid rent for the month of September **************************************************************** We did not request the cancellation of our current lease whatsoever. We just wanted to cancel the lease renewal and be refunded our deposit. It's only fair. Plus, we were technically paid all the way through September 30th and we out of GOOD FAITH got the home ready and beautiful and vacated the property on 08/24/2024. Meaning, we gave you the property almost 1 month and a half before our current lease expired so you could show it and rent it even though we were ALL Paid through 09/30/2024. What a shame. I am so sad we had to get to this point when I we need is the cancellation of a lease renewal that doesn't even start until 10/01/2025 and our deposit back. Plus I never took any of our commutations personal. I'm not sure what you keep mentioning that. This isn't perceived personal by us whatsoever. NO FUNDS WERE RETURNED TO **. Your accounting department did apply the prepaid last month rent for the last month of our lease "September 2024," but no money for the security deposit has been returned to us. 

  
  About this statement "Regarding the A/C, ****** reported the unit malfunctioning on April 15, 2024, and had a friend assess the issue. He suggested replacing the compressor, but since he was not a licensed HVAC technician, we had AC Naples (Vendor) inspect the unit. The vendor added freon, which resolved the issue temporarily. On May 29, the A/C malfunctioned again, and AC Naples 5confirmed the need for a replacement due to a leak. The homeowner approved, and the unit was replaced promptly." Yes, that is correct. I'm not taking about this maintenance request. I am taking about the dryer machine issue. We were without a dryer for about 3 weeks. Nobody got back to us despite how many time we put in the maintenance request, and we do have little kids so this was very hard for us. I had to buy a new dryer with my personal funds and was later credited for it. When the new property manager contacted me 3 weeks later saying she was sorry that the owner didn't even know the condition of the dryer and that they were okay with me buying a new dryer that I would be refunded. I may say that this may have taken more than 3 weeks actually. 
  About this statement "****** contacted both ***** and Premier during both incidents. While she claimed the A/C was out for three weeks, this is inaccurate. She may have been without A/C for 8-9 hours, but certainly not three weeks." I said I put a maintenance request. I did not specify that was for the A/C. It was for the dryer machine as I mentioned above. Please read this thoroughly. 

  
  All we want is the cancellation of the lease renewal and our security deposit back. Please help us with this as it is only fair and the correct thing to do. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/16/2024

  Thank you for your response.  Ultimately, Premier does not have the authority to just cannot "cancel" the lease.  

  We have taken everything to the owner and are actively marketing to find a replacement tenant for the home.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22237406
  
  I am rejecting this response because:
  

  Im not requesting to cancel my current lease. Im requesting to cancel the lease renewal that was signed 4 months that doesnt even start until 10/01/2024. Cancellation of the renewal was requested with plenty of time in advance. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/13/2024

  Type:Product 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.

  Premier Property failed to return Security Deposit

  

  Business Response

  Date: 08/13/2024

  Check number ***** was sent to the claimant in the amount of $1,377.37 on 8/8/2024.   This is a damage deposit refund and pursuant to the agreement:  

  DAMAGE/UTILITY DEPOSIT: This Deposit is required with all confirmed reservations and shall not be applied to the rent by the Guest. OWNER may apply Deposit to electric, telephone, cleaning charges, taxes and damages or any charges due under the terms of this agreement as well as consider such deposit a good faith deposit. Deposit balances, if any, will be refunded after OWNER receives ALL final bills. THIS GENERALLY TAKES UP TO 60 DAYS. Damages caused by Guest will be deducted from the Deposit but this does not limit the amounts to be charged. ***** agrees to submit payment for long distance, electric, utility charges as they are submitted to Guest during the rental term. Any balance of amounts owed left after check-out will be deducted from the Deposit and if any additional sums are due over and above the amount of the Deposit, ***** agrees to send payment on demand from Broker or OWNER immediately. Utility charges may be prorated by OWNER if billing periods do not correspond to occupancy dates.

   

  The additional utility bill for $122.63 was deducted from the damage deposit.  

   

  Thank you very much!  We hope this resolves the issues.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22131114
  
  I am rejecting this response because: I have not received the check; and if it is on route as they claim, they had no legal right to deduct any amount from the security deposit because no documentation was received within the 30 day legal requirement. 
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 08/13/2024

  30 day period is not statutory as this was not a security deposit.  The agreement also stated 60 days.   This is done as many utility bills are not lined up with departure dates and it takes over 30 days.
  
  Indeed the check was mailed on 8/8.   I would recommend that the consumer re-read the agreement that was signed as this does address their questions and concerns.   
  
  If the check is not received in the next 7 days, please have them reach out to ***** @ ************ and I can work on doing and ach to the consumer and cancelling the check.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22131114
  
  I am rejecting this response because:

  This was a Security Deposit of $1,500 as represented in the Lease Agreement. (I have again included a copy of the Lease Agreement.)

  They had no right to deduct for utility usage for the following reasons:

  1. According to our Lease we had a "$275 "Energy Credit" for a Single Family home with Pool"; therefore, unless Premier Properties presented a bill for the ***** period of June 1 to June 30 PRIOR to June 30 that was in excess of $275, NO deduction should have been made according to the Lease and the Florida Statutes.

  2. Notice of ANY deductions from Security must be presented within 30 days of departure or they cannot be deducted per Florida Statute -no such notices were received.
  
  3. The Florida Light & Power invoice they did provide via email on August 13 (44 days beyond the deadline to do so)  sent AFTER my demand for same is not even reflective of our occupancy dates - it covers the period of June 10 to July 8, 2024 in the amount of $191.60 - so I am not even sure where they came up with the $122.63 they chose to deduct.  (Occupancy was from June 1 to June 30 and on June 30 they were sent a formal written notice that we had vacated)
  

  4. I have today received a net check in the amount of $1,377.37 with the attached letter but no details for the erroneous deduction of $122.63 was provided with the check.

  I am demanding the return of the $122.63 deducted; interest on the Security Deposit for the period held; as well as proof that these funds were not co-mingled with other Premier Property funds in accordance with Florida Statutes ***** and 83.49 

  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 08/19/2024

  I am reaffirming and restaring the previously mentioned response.  This is not a security deposit and the owner was correct in withholding those funds..

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22131114
  
  I am rejecting this response because: It is clearly stated on the Lease, that the $1,500 payment was Security to be held for damages - I previously uploaded the Lease.  Please let me know who is making this false claim so that I may contact them directly.  

  As I mentioned in an earlier response, I have received a refund of a portion of the SECURITY DEPOSIT and am waiting to receive the balance to reimburse me for a deduction that was made erroneously.  In addition, I expect to receive interest on the deposit for the period held as well as proof that my Security Deposit was not co-mingled with other funds. Premier Properties needs to adhere to Florida State Statues. 
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:05/14/2024

  Type:Order 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.

  We rented a property from this company this past winter season January through April 2024, we provided a $1,000 security deposit and now this company is trying to con us out of receiving our security deposit back. The entire duration of our stay we had multiple issues at the property regarding electrical and plumbing issues as well as items in the rental that were broken which the owner of the rental refuse to fix and the property management company neglected. The property manager that we were assigned never returned calls or text messages during our duration of stay she was wholly ignorant. I have made several calls to the owner of this company and he is ignorant as well he does not return calls and hides behind text messages I want my $1,000 security deposit back this is ridiculous unprofessional and unethical.

  

  Business Response

  Date: 05/14/2024

  The proper amount of deposit was returned in accordance with applicable laws/statutes.   The tenant did not fully pay all of the move-in funds, so the difference was deducted from the security deposit along with the overage in electricity usage.    I have attached the tenant ledger for reference.   Ultimately, it is the owner of the property who makes the final decisions on deposits.  

• Initial Complaint

  Date:03/04/2024

  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.

  I called Premier Property and told them I had lost my job and would need to move from the townhome I was renting. They told me that if I could find a renter I would lose my security/damage deposit but they would refund my last month's rent at the rate when I rented the home 8 years prior. They contacted the owners and they agreed because I had been a renter for a very long time. We did find a renter and he moved in 3 days after I vacated the property. I left on December 27 and he moved in on December 30. I have text messages to verify this agreement. I did not receive the $1495 they sent me a check for $95 which I have not cashed and will not do so until this matter is settled.

  

  Business Response

  Date: 03/04/2024

  To whom it may concern:

  We have attached the security deposit claim form and applicable supporting documents.   Ultimately, in situations like this, the owner has the final decision.   During the inspection, it was determined that excessive wear and tear on the home existed, which then necessitated the use of the security and/or last months rent to be utilized for those repairs.   We have provided the owners name/address so that the tenant can take this up directly with them.   Additionally, all correspondence from the tenant has been provided to the owner.    The tenant still has an obligation to leave the home in the same condition, normal wear/tear excepted.  This was not the case, which as stated above, necessitated the use of the aforementioned funds.

  Kind Regards,

  Premier Property Management

• Initial Complaint

  Date:04/03/2023

  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.

  At 11:30 AM March 29 2023 we rented a vacation home from VRBO with Premier Property Management being the host. We got a confirmation number from VRBO as HA-VLWHLY and paid in full. At 12:37 on March 31 Premier Properties *********************** called and said the property was already rented and had been for over a year. If they knew the property was already rented they should not have listed it. This has inconvenienced us greatly and we believe it is no way to run a business.

  

  Business Response

  Date: 04/05/2023

  This complaint is for a new property that we just started to manage.   The new owner has several bookings on their personal VRBO  listing as well as 60 reviews under his name. He contacted us to take over as he doesn't want to deal with tenants any longer. 
  
  The owner and ****** worked with VRBO and tried serval options to integrate his VRBO account to our Premier Property Management VRBO account, however we were not successful. At this point the owner finally agreed to stop his listing and start a new VRBO account under PPM ( the owner didn't want to lose all his good reviews). Our staff added the new listing under "Instant Booking" when ****** realized this, she changed it however *************************(complainant) was able to book a stay in between this period of "Instant Booking" and "Needs Approval" but the time was already taken by a tenant that booked with the owner on their VRBO listing prior to the switch.
  
  ****** spoke to ***** and explained what happened and we were following VRBO's protocol for changing accounts. Next, she offered her other options in our portfolio but the complaintant declined saying she wanted a house with a pool for $4,500 a month in season. ****** moved forward with cancelling the stay and issuing a refund through VRBO. The owner rents his house with a pool for $160.00 a night and his property pretty much stays booked through the season. 
  
  About 2 hours later, the complainants husband called ****** saying this was all a scam and he's turning ****** into the police, *** and hiring a detective, all to have charges placed against *************  ****** explained the situation saying these people already have their bookings in place and told him how to find the original listing on VRBO to verify.  ****** apologized for the frustration and further stated that she was simply following ****'s directions, and they slipped in and added a booking while we were in the process of changing each booking over. ( This process requires ****** to work with each tenant individually to book on our site. It's time consuming and will take a while.)   Needless to say, he was very angry saying he's reporting me to VRBO, BBB and wont' stop until he puts us out of business, or ****** goes to jail. It's all over the cheap rate they planned on having the whole family and grandchildren stay but they cannot afford anything over $4,500.00 and they need a single-family home with a pool.
  
  Additionally, he left a message on our ******** page saying we stole the booking from him and gave it to someone else. 
  
  We have tried our best to accommodate this tenant, but at this point, all monies were refunded to the tenant and there is nothing else we are able to help them with at this time.

  Customer Answer

  Date: 04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The response is full of lies. Never once were the police or *** mentioned never once was it mentioned we would try to put them out of business. We did mention that we would like them to find us a place at the original agreed upon price of $6100.00. Clearly with their response shows a lack of truthfulness and no way to run a business. VRBO blamed them for the foul up. 
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/05/2023

  Thank you for the reply.

• Initial Complaint

  Date:01/03/2023

  Type:Order 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 rented a property from ***********************, real estate agent at Premier Property Management from December 22-January 1 at *********************************************** in ************. I signed all the documents and informed that we will have 2 service dogs with appropriate documentation that was submitted to ******. I paid $5,205.40 upfront which includes a **** security deposit. Once the contract was signed in the Premier Property Management portal I submitted all funds and understood that there would be no issues.The first morning, the *** at the property asked who I was and what was I doing there? I told them I was renting for 10 days and they told me this was an illegal rental since the building does not rent for less than 30 days. Also, she told me we could not have the dogs. We told her that ************** approved the rental. After that, we were harrassed on a daily basis by Premier Property Management and the ***. This was a horrible experience for us as we were treated like criminals and forced with eviction on a daily basis. ************** provided us with a new fraudulent contract stating that we were renting for the month of January. We signed in order to stay but were so uncomfortable with signing this legal document. I am a widow, have a disability and was on the only vacation I could afford. I am asking for a full refund and $5000 in damages.

  

  Business Response

  Date: 01/03/2023

  The home she was trying to rent through VRBO was not available due to Hurricane damage. ****** tried helping her by placing her in this new *******************************************. Also, the tenant told ****** that she was recently widowed and was sending a Christmas there with her adult daughter.
  
  ****** called the *** for the lease application and was told each owner rents their unit on their own and there was no application. ****** asked another member of our leasing team call as well because she thought this was strange. The other member of our team was told the same thing by the ***. ****** then asked the owner to call and confirm. She said, that's great news, I'll try to call later but if they're saying there's no application process it must be true.
  
  ***** from the *** called ****** after the tenant moved in to say she didn't have the *** application. ****** told her what happened, and she said, they do have an application process, however they do not give the application to agents they only give it to the owners. ****** went through the owner for the application and had the tenant fill it out and turn it in to *****.
  
  This community doesn't allow tenants to have pets.  The tenant told ****** she had a Service dog,and her daughter had a service dog. ****** had her fill out the service pet addendum provided by our attorney however ***** refused to sign it saying the tenant told her and people in the community that they were *** dogs, not service dogs. ***** told me if she didn't fill out the *** form, she provided they were going to kick her out.
  
  Although the *** requires minimum 30 day leases, this does not obligate the tenant to stay for 30 days. It simply keeps the owner from renting it for the remainder of time, should the tenant not want to stay.  The owner of the home agreed to allow the tenant to stay for a shorter period and so this is what occurred.  The owner chose to not rent the home for the remainder of time, which is in accordance with *** rules/regulations.
  
  The tenant was angry that she had to fill out the *** application and *** form saying she was on vacation and should not have to do this. ***** (***) called and emailed ****** every day saying she needed the forms, or the tenant would have to leave. ****** followed up with the tenant every day until she sent in the completed forms.
  
  The tenant was very angry that she had to fill out the forms and wasn't told prior to her stay. Although understandable,this is a simple process and takes minutes to do.  Further to that, if done right away as asked,this would have solved the issue and led to a much more pleasant stay.  The tenant then sent ****** a text saying (the owner/Premier sic) needed to refund her in full or she's staying at the property until Jan. 31, 2023 at no additional charge.  The tenant has threatened to sue ****** and Premier Property Management if the owner did not refund her for her entire payment for her inconvenience.
  
  Key points: ****** kept the owners in the loop the whole time. They knew what was going on and agreed to guest her in due to the owners initial oversight on the *** documents.
  
  The tenant told ****** this was her first Christmas without her husband but told the people in the community that he died in 2017. The tenant also told ****** that she had 2 Service dogs but told the *** they were *** dogs, not service animals. ***** at the *** informed ****** that this tenant keeps lying and changing her stories.
  
  The tenants original dates were Dec. 22 - 29, however she extended her stay until Jan 1, 2023.
  
  The tenant only paid $3,045 in rent.  The Security Deposit: $1,500 is being processed and will be refunded in accordance with the lease

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising 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 rented a house from December 31, 2021 through April 2, 2022 through Premier Property Management in Naples. The address is *****************************. I paid a security deposit of $1,000. I received a letter from them dated *** 15, 2022 in which they state that utility bills were - January $346.75; February $248.93 and March $327.89. The owner was contributing $190 for each month and the three months numbers are over and above the $190. To make certain that the amounts were correct, I wrote twice to them requesting copies of the utility bills for the three months. The letters were sent by certified mail. I have not heard from them.

  

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/07/20) */ We always strive to help in situations like this however, we rely on the owner to provide the information. We received the email request for the invoices on July 6, 2022, we notified the owner to provide the invoices as requested. They're accountant provided the invoices this week and our team emailed the information to the tenant. I apologize for the delay; however, I believe the tenant was emailing an employee who's no longer with our company and may not have our correct address as we have not received any certified correspondence from her.