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:04/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11-01-2019 I moved in to *****************************************, the realtor name is ******, while living there the ceiling in the garage was peeling off, that is self ware and tare, now covid comes and I was only working 1 day out of the week, I m single parent, when I reached to ***** she said look into county for help with rent, which I did and got nowhere, I asked her if I can have roommate to help pay the rent, she said yes, I was offered in June of 2020 in the middle of the pandemic a job as medical covid swabber, I informed ***** if this and she asked if I left the apt, I said no my roommate will continue to pay the rent , never heard from her, now the problem is that when the roommate moved out they did paint the cabinets or took out the garage, I get that, ******************************************* went and renovated the whole house from outside, now I'm not responsible for the painting of the whole house on the outside, my neighbors told me ******************************************* *** that seen the painters , painting the outside, they charging me for the whole house renovation, ***** , i need help, this is on my credit and i cant get a place to live

• Initial Complaint

  Date:09/05/2023

  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.

  On about July 10, 2023, we were notified via email that effective July 31, 2023 we would incur a charge for paying our rent via a direct deduction from our checking account (e-check). According to our lease, this is a free option for us. I contacted the management company -- Hampton & Hampton -- and was told they had no control over this as it was a fee that the processing company was charging. I requested that the fee be waived for us until the end of our current lease. That was not acceptable to them and I was told I just had to pay -- or use the other costlier options to pay our rent. I spoke to our Landlord, who agrees this is a direct violation of our current lease. I then contacted the office manager, Andrea, on or about July 17, 2023. She also reiterated that they had no control over the charge and I needed to just pay it. She accused me of being inflexible when it is the company that is refusing to budge on a legally binding agreement. She then offered us a few other options, which included sending them a check or bringing them a check/cashier's check. These are also in direct violation of our lease, which states that these forms are payment are not accepted. There should NOT be a fee when paying your rent, unless using a third-party payor. Our concerns include that if we accept them violating our lease for this issue, it will "pave the road" for them to force us to accept other violations. I did pay our rent for August on 8/31/2023, and was charged the fee 00 $2.49. It is not the amount that is concerning. It is the principle that we should just accept these things and move on. I would like our AGREED free option to remain through the end of our current lease, which is near the end of May 2024..

  Business Response

  Date: 09/05/2023

  We have received the referenced complaint.  As a courtesy we we issue a credit for the fee that is being charged by the company that processes the ACH payments for the current lease term only.  If the lease is renewed for an addtional year, the fee will have to be paid by the resident.

   

  Thank you,

   

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  This company consistently fails to communicate through both email and phone call. I call and leave all of my info for a call back and hear nothing. It has been weeks now. I reach out to ask questions on procedures of the move out and deposit procedures with no luck or hope of getting answers at this point. On more than one occasion they have ignored emails and failed to respond at all. I have never been late on a payment in the year that I have leased from this company. There is no reason for it and am appalled at the nerve and operation of this business. I should not be chasing down a reprehensive for answers when I choose to give them my business. On top of the lack of ability to respond to their tenants, they fail to respond to maintenance requests. Our ceiling was RAINING water. Someone came out one time and told us they would send people to find the issue. Of course, we never saw anyone for it again. We were having garage door issues and I would see that my requests in the portal just got marked completed or cancelled by no means of my own. How they conduct business is an clearly embarrassing and all of their reviews on this page reflect it. It sucks to relate to so many others who are experiencing the same problems with this company that I am. I am incredibly disappointed in their services and conduct.

  Business Response

  Date: 08/03/2023

  Good Afternoon, 
  I manage the subject property. We have responded to the tenant and have addressed all of their concerns in a timely manner. We tried to explain to Ms. ****** how the move out requirements process worked. We also included all other tenant's on the communication to keep the transparency.
  We communicated to Ms. ****** that every tenant that is on the lease has a fiduciary responsibility and when the security deposit is processed, it will be processed under everyone's name. If there is any refund it will be made out to all occupants. Ms. ******  and all other occupants were in the same email and notified as well. 

  
  Every work order that they submitted was dispatched to a vendor in a timely manner and addressed accordingly. Their lease expired on 07/31/2023. I have attached the final inspection report. 
  
  Sincerely, 
  
  
  ******* M*******, Property Manager/Realtor
  Hampton & Hampton, Mgmt. & Leasing-CRMC®
  Offices - Orlando/Tampa/St Petersburg
  **** *********** ******** ***** *
  Orlando, FL  32819
  ************ direct dial/fax/text
  *************************
   EMAIL: ****************************** 

  Customer Answer

  Date: 08/08/2023

  Here is a report of the most recent maintenance requests with their dates. I was called regarding the garage door on 7/17, the same day I submitted the request. I was so fed up that at this point, I told the poor guy, "sorry, I won't be living here, please call the property manager if you'd like." Why would I take time out of my work day to plan to be there for the technician when I am set to move out anyway? There are time stamps proving that they would just cancel requests without addressing them. And then ******* tries to tell me that they were all handled like I was not living and dealing with the issues that were not handled? Get real.

• Initial Complaint

  Date:03/30/2023

  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.

  My son paid this company for a security deposit and no where does it say non refundable other than the application fee of 255.00. We are asking for the 500 and the 255.00 for the inconvenience that they have caused us by telling us one price and 2 days before we’re scheduled to move in it jumped to 5,100 after being told that the security deposit was 500 it jumped to 1975.

  Business Response

  Date: 03/30/2023

  The applicants applied on February 17th and the applications were denied and they presented and additional applicant that was under the age of 18. The owner agreed to wait for the application to become of age.  This process was delayed for the applicants consideration for almost a month.  Once the the additional applicant turned 18 on March 24th the application was finalized and approved.  The applicants are now upset because they have to come up with the funds to move in.  This was not secret as to what they would need to pay and it is publicly advertised.  There was a special but as mentioned in the ad "$500 DEPOSIT WITH APPROVED APPLICATION & FREE MONTH RENT ON A 13 MONTH LEASE, SOME RESTRICTIONS MAY APPLY".  The application did not qualify for the reduced deposit.  The applicant had from the time of application in February 17th until no to be prepared for pay the needed funds.  The deposit will be forfeited because the property was held for them, the application was approved and they have chosen to not move forward, therefore the owner will keep the deposit.

   

  Notification: Once you have been notified of your application approval, you must replace (at a minimum) the holding deposit if paid with a personal check with a cashier’s check or money order, equal to at least one month’s rent, within 48 hours of your approval notification. Once the applications have been approved, the holding deposit is non-refundable. In the event that you fail to enter into the lease agreement or refuse to take possession of the property on or before you applied for beginning rental date, you shall forfeit these funds as liquidated damages. 

   

  Unfortunately, the deposit will not be refunded. 

   

   

• Initial Complaint

  Date:03/30/2023

  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.

  Hampton and Hampton (H/H) has consistently and continually provided a substandard living environment and refused to correct the ongoing issues with the unit, even when maintenance requests were filled multiple times. When I moved in, the unit wasn't available when promised, when they did let me move in, I discovered the unit had not had all the repair work completed from the previous rental lease. There were broken doors, hinges that didn't close right, door knobs damaged, walls marked, floor trim rotted from water damage, and the whole unit needed a paint job inside and out. The only bathroom had an open pipe in the wall behind the shower that ran full volume of water when the shower was activated, leading to flooding the whole unit (under the vinyl flooring). It took H/H three months to respond to my maintenance request to repair this and to finally work on the shower (I couldn't use the shower for the whole three months and had to "sponge bathe" myself each day. Later into the lease both the kitchen sink failed and leaked (flooding the kitchen), as well as the hot water heater which failed (and flooded the whole unit a third time). Despite all these frustrations and issues, I called and emailed/texted with the property manager and H/H directly for months on end to resolve these issues. Usually they would just delete my maintenance request and not schedule any work. After finally finding a better rental in a different part of town, I moved out. H/H is now trying to claim my deposit due to these damages and H/H is trying to charge me for things that I didn't damage. I am sending a dispute for full deposit reimbursement and hope they will finally accept responsibility for the horrible condition of this unit. I've attached the move-in inspection (that didn't list ALL of the issues, but H/H was contacted after move in with a list of these problems), as well as the "move out" report. Please note the move out report lists same items as the original problems

  Business Response

  Date: 04/15/2023

  Hello: 

  The owner of record for whom we manage for agreed to refund the tenant his $145 and the attached ledger documents the refund.

  Thank you,

  Customer Answer

  Date: 04/18/2023

  
  Complaint* ********
  
  I am rejecting this response because:
  
  Although  they did refund the remaining deposit amount, no one has yet offered an apology or any acknowledgment of their role in these issues for the 18 months I had a lease with them.  I do not consider this resolved

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:10/13/2022

  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 have lived in my apartment since January 2021, and have had ongoing issues since moving in. There are significant maintenance issues that continue to go unresolved. My apartment flooded in October of last year, and my water bill for a 750 square foot apartment was over 800 dollars. The complex at the time told me they would work with the water company to resolve this, since it was due to a leak. As of today, they have still not resolved my water bill and there are now late fees. My bills is 2177.00. I have spoken with the water company in April 2022 who did an investigation and stated my apartment was the one responsible for giving a credit. In September 2022 I received a bill on my rental portal stating I needed to pay the 2177.00. I called over to Hampton and Hampton and they stated they sent a credit back in April to the water company. I called the water company to verify this, and they reported they have reached out to Hampton and Hampton and there has been no response. I then received a text message on 10/10/22 stating I was responsible for the entire bill. When I called Hampton and Hampton she stated she was new to the account and would look into this. I have remained in contact with the water company since April, and it is Hampton and Hamptons responsibility to cover the bills from where there wer plumbing issues as well as late fees associated with them never crediting the water company. On top of all of this it takes Hampton and Hampton days to fix issues, and everything is a temporary fix. I was without water for two weeks, my bathtub is rusting and constantly clogged do the enamal chipping. The majority of my outlets are broken and there is currently a hole in my wall from when maintence fixed a water pipe and never finished.

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 8, 2022/10/28) */ Contact Name and Title: Andrea T****** Contact Phone:*********** Contact Email:***************************** The resident had a water leak and was advised that a bill adjustment would be addressed. She has received her adjustment however has not paid any if her remaining water bills.

• Initial Complaint

  Date:09/11/2022

  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've been wasting my time, energy, and gas to go look at properties. I drove to their rental located at **************** in Auburndale, FL.. I followed the instructions on their website and called the number and I get some robot named Lisa who doesn't answer the phone, but will text. And she'll lie saying she's sending my information over to the office staff. This is completely rediculous that it has been several weeks and still no response. And when I try to reach out about other properties, then I get same freaking robot/alien Lisa texting me. I want a legit human to call me. And they are false advertising saying the properties are available for immediate move in but saying they can't give appointments until the end of October for some of the properties. I feel like they have a standard and maybe prejudgment. What a darn joke, lack of customer service skills, and unprofessional.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/14) */ The prospect reached out to our automated system of which is an offsite scheduler, (artificial intelligence). The AI reached out to the agent on August 27th, regarding a property the prospect was interested in. The agent left the prospect a message. The prospect did not return the call. The prospect reached out to another agent regarding a different property, and the agent left her a voice mail, and sent an email and there was no return response back from the prospect. I reached out again to the prospect tonight, and she was unsure of what properties she was interested in, and could not find it on our website. She was still interested in another property that my coworker has, and I was putting her through to her voicemail since it is after hours, and she decided that she would email her back instead. Consumer Response /* (3000, 7, 2022/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) No because they are lying, I returned the call I got and got the voicemail. The so called AI keeps saying it's a real human. I have texts to confirm that. Then I get random textes saying an appointment is a available way the end of October. Like why are they listing properties for rent if people can't tour them or reach anyone directly to setup a convenient time for them. How many times do I have to tell them my work schedule. So they can stop their lies. You can even go check their Google reviews. Just rediculous. Business Response /* (4000, 9, 2022/10/10) */ Hello, We do have AI that assist with scheduling tours and there are live agents that assist. I am not sure how much more we can assist.

• Initial Complaint

  Date:08/10/2022

  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.

  My AC stopped working entirely in a rental property. I filed a maintenance request the minute it happened. It has been 3 days with no update or confirmation of service coming. My house is now sitting at 90° all day. They never give any updates and never answer the phone when I try to call for answers. The few times they do answer, they give me the runaround with no answers.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/11) */ Hello: The delay may be due to parts however, I will check this for you. We address all maintenance in a timely manner.

• Initial Complaint

  Date:07/19/2022

  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.

  Filled out application and paid $85 fee 6/29/22 and dropped off $900 money order for deposit on 6/30/2022 for apartment. They never once answered any emails or voicemails on any information on status for 2 weeks. I was denied the apartment on 7/13/2022 and have yet to see my $900 deposit. William told me that they don't cash deposit checks and if I was denied I could have check back. On the day he told me I was denied he said they would ***** my deposit back and I would have it 3-4 business days in which today is the close of 4th business day. I really need my money to put towards another apartment I found. This company is holding good people back from moving on and I don't understand why they keep the same horrible practices toward people. Horrible company BUYER BEWARE. Please help me get my deposit back.

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/20) */ Hello: I see that our accounting is team is returning the deposit and the tracking information is listed below: Posted to *************. Posted - ************* on Wed, July 20, 2022 at 02:49:04 PM Security Deposit Return Thank you for shipping with FedEx. Your tracking number: ************

• Initial Complaint

  Date:06/28/2022

  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 am in the midst of a finalizing a lease for a rental property managed by Hampton and Hampton. I paid my deposit, I have a lease waiting for signature. I am supposed to move in 3 days. I need modifications to that lease but everyone that I have been working with is no longer available. No phone calls, no emails, no contact whatsoever. The company switchboard never connects to a human being. The phone numbers that I have all connect to a person named Andrea. But I get no response from her either. I believe this company is a scam and has stolen my deposit and application money.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/28) */ Contact Name and Title: Andrea T******, Operation Contact Phone: 4072193357 Contact Email: [email protected] I have spoke with **** and he will be updating this file and also spoke with him when this was received Consumer Response /* (2000, 8, 2022/06/29) */ Shortly after I send in my complaint, one of their people contacted me and communicated that the level of personnel was having trouble keeping up with the demand they were facing. My issues were resolved quickly and we are back on course. I would like to rescind my complaint as it was rooted in a vacuum of information that has been filled. Thank you