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:05/23/2023

  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.

  The company increased an "EFT convenience fee" charge to $10. When asked about the increase, the company mentioned it was due to an increased vendor fee, but would not provide evidence of the increase. I was able to find evidence online that the property vendor used by the company charges much lower fees for EFT transaction fees, and after providing evidence to the company and asking for an explanation, they dodged my questions and failed to provide an adequate explanation or evidence.

  Business Response

  Date: 06/05/2023

  Dear BBB,

  We use a third party management software company and their incumbent merchant to process the convenience of facilitating online rent payments. The EFT and online portal are added conveniences for which there is a small fee. The software company we subscribe to recently increased their fees and we duly passed on the increase. We have absorbed many increase in recent years, but in May 2023 we increased our fees from $5.00 per transaction, to $10.00. This fee includes the use of an individual online portal with secure access to facilitate online payments, work orders and real-time rent ledger. Regretfully the tenant is not considering the subscription fee we pay for the use of the software, they are only addressing the cost the merchant charges for the EFT transaction.  The use of the online portal is optional and not mandatory.

  We do offer FREE alternatives including a Downtown office location for in person payments, mailed personal checks or money orders. Checks can be mailed for free from the tenants personal bank account via Bill Pay. These FREE alternatives are all advertised in the tenants lease.

  I hope this helps explain the fee, the associated increase and the alternative FREE options available to the tenant. The desired settlement of reducing the fees is declined.

  If you have any further questions or concerns, please feel free to contact me.

  Sincerely,

  Mark B*******

  Partner - Clear Blue Sky

  Customer Answer

  Date: 06/05/2023

  
  Complaint: ********
  
  I am rejecting this response because the subscription fee for Buildium is not enough to justify the high EFT fees that are being charged.  The subscription to Buildium is a business expense for Clear Blue Sky, which is covered not only through rental payment fees, but also through a percentage of the rental payments themselves (approximately 10%), and high tenant screening fees that are charged to new tenants.  As mentioned in Clear Blue Sky's response, Buildium property management software assists with other aspects of the business, not just rental payments.  Therefore, the fee of $10 is astronomical considering how many clients are paying the fees monthly.  This is an example of a predatory property management company that is taking advantage of tenants, by admittedly passing on normal and operating business expenses to consumers, while making substantial profits on the fees they charge.  Further, false and misleading statements are being perpetuated that show that this is a dishonest and irresponsible company.

  Finally, it is misleading to say that it is FREE to pay by personal check.  A check costs money to purchase, it takes money and time to deliver.  Who in their right mind would deliver a check by hand to a business, considering the time involved?  Further, in sending a check by mail, if one check was ever late, the fee from Clear Blue Sky would be astronomical, making it not worth it in the end.  To say that this is a FREE way to make rental payments is deceiving and poor logic to say the least.

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