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:04/16/2024

  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.

  They were sopose to pay me my deposit of $2,000. And they say that there was damages to the house which that was a lie the only damage was some scra to the livingroom floor and they say the house was drity which that was a lie also cause my wife is a very clean peron like me and they only want to pay us bay $500 witch thats a rip off also they want me to pay $35.00 to recive my money

  Business Response

  Date: 04/17/2024

  Mr. ******'s security deposit was handled as required by Florida Statute 83 and was charged for specific damages at the property that were not present prior to his move-in and are not considered normal wear and tear. Pictures of the unit's condition upon Mr. ******'s move out can be found here: *************************************************************************************************************** and these document all of the charges applied to his security deposit which included an interior cleaning; removing nails, repairing walls & touch-up painting; landscaping; and damage to the flooring in the unit. Outstanding rent and fees were also applied to his security deposit claim.
  
  The move-out pictures are compared with the move-in pictures, available here: *****************************************************************************************************************, and determinations on charges against the security deposit are made based of comparison between the move-in and move-out pictures.

  The security deposit was mailed out via USPS certified mailing, as required by FL83.49 with tracking number: 7021 2720 0000 2171 3777. Our office has no control over the timeliness of mail delivery handled by the USPS. Mr. ****** missed the first delivery attempt and was unwilling to wait for a second attempt or return of the original check so we offered to void the first check with payment of a check cancellation fee and re-cut the check for him to pick up from our office.

• Initial Complaint

  Date:05/22/2023

  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.

  This business advertised a home for rent for $1350 a month. Requirement is 600 credit score and 3-5x the monthly rent in income. I provided applications for myself and my wife since we are both over 18. I make 3x the rent, the management group then emailed us claiming my income was not enough to meet their requirements- and asked for us to submit an application for a cosigner. I submitted an application with my step father as the co signer who makes well over the required income and has a credit score of over 600. I submitted this application AFTER the business closed Friday May 19th, they remained closed over the weekend. By the time the business opened on Monday the 22nd, the company had messaged back claiming we were denied due to “low credit score”. I feel as if this company knowingly coerced us into submitting multiple applications, stating that we needed a co-signer to meet the specified requirements and did not even have the time to actually “run a credit report” on my co-signer. The income requirements were met if not exceeded what was required, and the credit reporting was evidently never done. I am looking for the return of the $55 for my co-signers application that was obviously mishandled and never viewed.

  Business Response

  Date: 05/22/2023

  Our application criteria is clearly stated here: ********************************/apply - outlines that multiple applicants (two or more) are required to earn four times the monthly rent amount in order to be processed and screened and requires all applicant to agree that the criteria has been read and approved. Applications are not screened until applicants have submitted documentation verifying they meet the income minimum requirements. If applicants don't meet the minimum they can submit a co-signer to qualify on the income requirement.
  
  Complainant submitted their initial application on May 15th at 110:08am. Main Street emailed on May 16th at 9:34am requesting additional documentation and for the co-applicant listed to submit their application. Main Street emailed again on May 18th at 10:03am requesting co-applicant to submit their application in order to be screened. Co-applicant submitted application on May 18th at 2:30pm. Main Street determined the applicants did not meet the four times monthly rent minimum income requirement and emailed on May 18th at 2:45pm requesting other income documentation or submission of a co-signer.

  Co-signer completed their application on May 22 at 9:18am, providing the income documentation to meet the minimum income requirements. All applicants were screened May 22 at 10:40am and the applicants average combined FICO score did not meet the minimum requirement. All applicants were emailed letters on May 22 at 10:55am outlining the reason for their denial, along with their actual FICO score and instructions on how to collect a copy of the report that complainant insists wasn't run.

  We do not run credit screenings until tenants provide income documentation that meets the income requirement. We have no way of knowing the FICO scores prior to the credit report being run to "coerce" applicants. The complainant received a copy of the FICO score used in the screening that proves a credit report was run prior to her denial.

• Initial Complaint

  Date:05/05/2023

  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.

  I have lived in a house leased by this company for the last 12 months, during which time I have learned that this house shouldn't have been rented out. The AC didn't work properly over the summer, reaching temperatures of 90+ degrees in my office. I was told I had to wait for the homeowners to go with their preferred vendors to fix up the AC, until finally the management company sent someone out. I've been told by multiple techs that the AC needs to be replaced. I have also been informed that the vent system has not been properly maintained, meaning air doesn't travel to certain parts of the house. In some rooms, it blows directly into the wall instead of into the room proper. In the winter, I briefly did not have heat. Though Main Street advertises a utilities concierge service to set everything up for new tenants, said service never connected gas. I had to get that connected myself. Then, when my heat went out in January, I waited 3 WEEKS for someone to fix it. I essentially could not live in the house, which dipped down to 30 degrees and lower on some nights. For months, I have had nicotine dripping from my bathroom ceiling whenever I take hot showers (I am not a smoker and in fact have severe allergies), which has coated the place in a sticky film. I was informed it's up to me to bleach the ceiling and that I should just leave the window open when showering (I was given this advice in December, mind you). I have been told by phone that Main Street nearly dropped the homeowners as clients, but will instead be allowing them to make the repairs that should have been made before I moved in, and will likely rent out this property again. Since then, I have been told that MSM is not aware of any such renovations and may have already dropped the homeowners. I am not sure of the current status, because MSM stopped responding to my emails when I tried to clarify move-out instructions. Upon moving out, I asked if I could have a couple of extra days in the unit so I could get the move all sorted out and would be happy to pay for any overages. I was simply told the owners were comfortable with me staying. When I reached out again to ask if I’d owe anything extra, I did not receive a response. After dropping off my keys, I received an email telling me that I owed MSM for the extra two days. After pointing out that I had asked twice before about this and never received an answer, Luke Street told me that he’d explained this all to me over the phone – to my knowledge, I have never spoken to this man over the phone before. Lastly, I have been promised multiple times over the last year (once on the phone and once in writing) that I would receive a partial refund on my rent, but this has not occurred. This has been a year-long battle and I am happy to discuss further details with a representative of the BBB at any time. Trust me, there is much more. I am not the kind of person who files complaints like this, but I truly believe that this company has wronged me and I don’t want anyone else to feel dehumanized like this. Hopefully this will inspire some change. I truly believe I am owed my security deposit back (at least) and one month's rent (or a partial refund) if possible.

  Business Response

  Date: 05/23/2023

  The property at **** Gardenia did experience maintenance issues during Mr. ******* tenancy, and while repairs are frustrating, they are an unavoidable part of rentals and Main Street would have no way of knowing of expected repairs ahead of renting a property.
  
  Mr. ******* requested a rent rebate for the issues he experienced but the homeowners did not agree to a rebate and Main Street made no indication that Mr. ******* would be provided one. The issues with the a/c and heat did extend longer than normal given the homeowners vendor's making repairs and Main Street made the decision to terminate our management relationship with the homeowner due to unmet expectations, but chose to wait until the end of the lease rather than leave the tenant to deal with the homeowners in the middle of the lease.

  Mr. ******** requested additional time in the unit, to which the homeowners agreed to, but made the incorrect assumption he would not be responsible for rent for the extra days he remained in the property. While his misunderstanding is unfortunate we made no indication he would be allowed to remain in the property without paying rent and he was charged two days of pro-rated rent.