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Business Profile

Property Management

Carroll Realty Property Management, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:05/20/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Last week the water heater started leaking I mop up the water, put a towel down and put in a work order. My landlord is trying to charge me extra on my rent saying I did not do anything to prevent the water from getting unto the carpet. This is not through my husband and I mop the water up and retired to bed leaving a towel and the mop down now they attached $176.00 to my rent and I think this is very unfair. The gentleman that came out gave us a fan to plug up for two days that's our electricity so I don't understand how we are being charge.

    Business Response

    Date: 05/20/2024

    We dispute the tenant's facts [regarding their complaint about being charged back for the water extraction/drying after their water heater began leaking on 5/12/24] regarding this incident - we are charging them back 50% of the water extraction bill [to be generous and give them the benefit of the doubt when they say they made some effort via mop & towel to keep the water off the flooring, we are within our rights to charge them back 100% of the cost!] because by their own admission the leak started around midnight but they did not call the after hours Call Ctr to report this but only put in a service request via the tenant portal knowing it would not be seen by a staff member until the following morning some 8hrs later. This despite knowing full well about the after hours emergency call center having used it numerous times in the past for trivial things such as a beeping low battery smoke detector! Not correctly reporting the issue immediately when it is as serious as a water leak is issue #1. The second is the plumber assigned the morning of the 13th contacted the tenant and told them how to shut off the water at the top of the wh. The tenant did not do this, saying only that "it was to hard to turn" and that the "had no wrench" and finally that "they didn't want to wreck any of the plumbing." We have all of these responses in writing via text threads or written down & noted phone responses. When the plumber arrived they reported that water was spraying everywhere, all the way thru the laundry room and kitchen to the hallway/LR where there is carpet, and that it appeared the tenant had done nothing to stop the water, shut off the water, soak it up with towels ...nothing. In tenant's own words from today's phone call, "no one is going to stay up all night cleaning up water."

    Again this incident wasn't reported promptly in the appropriate manner given it's emergency status and potential harm to the property, directions from plumber were not followed to stop the flow of water from the wh, and it appeared nothing [or at least little] was done by the tenant to protect the property from damage. Hence the 505 chargeback - but I am more than willing to charge them back the complete $353 CCS invoice!

    Customer Answer

    Date: 05/21/2024

     
    Complaint: 21736851

    I am rejecting this response because: I did report the incident immediately my least said I should report in writing and I did it did not say to call it was midnight, business close this is wrong on every level. 

    Sincerely,

    Sheryl ****

    Business Response

    Date: 06/05/2024

    The tenant Sheryl **** paid the charge that we assessed her [1/2 of the CCS invoice] so I am assuming that despite her complaint & response to our answer she ultimately agreed with us.

    Mark *******

    Property Mgr

Carroll Realty Property Management, Inc. is NOT a BBB Accredited Business.

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