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:10/14/2024

  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.

  This property management business does not manage the properties as it says it does. It is impossible to get ahold of anyone directly, when I moved 3 weeks ago the apartment was filthy, has mold, cockroaches, and many faulty, broken, or missing things in the apartment. The property management deflects responsibility to the owner, yet the owner has no interactions with the tenants. Nothing has been fixed in my unit, Ive gotten no answers about terminating my lease. This company is predatory and banks on its tenants having no option but to live in the pigsty they provide. There is no accountability in their company as far as I can tell, just empty promises and apologies. If I am not actively contacting them day in and day out about the issues in my unit, I receive no service or correspondence despite having open work orders on my apartment. Now that there have been hurricanes in our area theyre using that as their new perfect excuse to be utterly unhelpful. Do not be fooled- they were equally unhelpful and unmotivated BEFORE the storms. Im hoping the BBB can help because every tenant living under the incompetence of this company is suffering and fed up. They have hundreds of fake ****** reviews to fool prospective tenants into thinking theyre moving somewhere decent under competant management which couldnt be further from the truth. Please help!

  Business Response

  Date: 10/28/2024

  Our team has consistently addressed **** C. ************* concerns and work orders in a timely and professional manner, maintaining regular communication to ensure her needs are met. We even provided reimbursement for a locksmith service based on documentation that lacked standard verification.
  The tenants requested settlement, totaling $3,468.00, and her broad demands for "refund, repair, and billing adjustment" go far beyond any reasonable resolution based on the services we provide. We remain committed to addressing genuine needs related to her tenancy, confident that our efforts have been prompt, fair, and transparent.
  Thank you for allowing us to provide context on this matter.

• Initial Complaint

  Date:08/05/2024

  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 was leasing an apartment from a landlord that sold the property halfway through my lease. Once my lease expired the new owners of the property allowed us to pay month to month and never demanded a us to sign a lease. I gave 7 days written notice of my move out even though I did not have a lease with them and they are withholding my deposit in retaliation for moving out. I did not have a lease with them. They are also claiming my deposit is $1200 when my lease clearly states that my deposit is as $1500.

  Business Response

  Date: 09/02/2024

  Dear *******,
  
  Thank you for your message regarding your security deposit. Wed like to address your concerns:
  
  1. Deposit Amount: We have processed a refund of $1,200.00. The amount deducted from your deposit was based on the condition of the unit at move-out.
  
  2. Deductions: The following deductions were made:
  
  Security Deposit Claim Fee: $100.00
  Late Notice to Vacate Fee: $250.00
  Damage for Air Filter Replacement: $450.00
  Touchup Paint and Fill Holes: $325.00
  Replacement of Missing Shower Head: $25.00
  Broken Blind: $50.00
  These charges were applied to cover the costs associated with the unit's condition.
  
  3. Move-Out Notice: Even though you did not have a formal lease with the new owners, the charges were applied according to the condition of the property and applicable regulations.
  
  If you have any further questions or need additional information, please let us know. We are committed to ensuring that all charges are fair and transparent.
  
  Thank you,

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22089758
  
  I am rejecting this response because:
  
  1. Deposit Amount: You claim that the deposit held was $1200, whereas my lease agreement with the property, provided to you on 6/24/2024 for your reference, clearly reflects a deposit of $1500. Please explain the discrepancy and clarify where the missing $300 has gone.
  2. Security Deposit Claim Fee: You have charged a Security Deposit Claim Fee of $100. I need to know what this fee is for, where I was notified of this fee, and when I agreed to it.
  3. Late Notice to Vacate Fee: A fee of $250 was charged for a late notice to vacate. I did not have a lease with Out Fast Property Management LLC, but with the previous owner. I have no legal obligation to provide notice to your company but did so in good faith on June 24, 2024. This fee is unwarranted.
  4. Air Filter Replacement Fee: As you originally mentioned, a fee of $450 was charged for not changing air filters which I proved to be false. Attached is my ****** receipt showing a subscription for a 4-pack of air filters delivered every 5 months since December 29, 2022. Now you claim it is due to the condition of the A/C. Why was there a change in verbiage? Additionally, my lease agreement indicates that the landlord is responsible for air conditioning maintenance. This charge is incorrect.
  5. Fixtures Responsibility: My lease agreement specifies that the landlord is responsible for the fixtures of the unit. Any charges related to fixtures are not my responsibility.
  Furthermore, this is clearly retaliation and you are withholding my funds. Out Fast Property Management is demonstrating unethical behavior and should take immediate corrective action. Given these points, I urge you to review my case and provide a detailed explanation and correction of the charges mentioned. Please respond to this matter promptly to ensure compliance with Florida Statutes Chapter ***** regarding the timely return of security deposit.
  
  

  Very dissatisfied with the lack of transparency. Retaliation against tenants is not acceptable. Refund me the money you owe me.

  
  ******* *******

  Business Response

  Date: 09/05/2024

  Dear *******,
  
  Thank you for your message regarding your security deposit. Wed like to address your concerns:
  
  1. Deposit Amount: We have processed a refund of $1,200.00. The amount deducted from your deposit was based on the condition of the unit at move-out.
  
  2. Deductions: The following deductions were made:
  
  Security Deposit Claim Fee: $100.00
  Late Notice to Vacate Fee: $250.00
  Damage for Air Filter Replacement: $450.00
  Touchup Paint and Fill Holes: $325.00
  Replacement of Missing Shower Head: $25.00
  Broken Blind: $50.00
  These charges were applied to cover the costs associated with the unit's condition.
  
  3. Move-Out Notice: Even though you did not have a formal lease with the new owners, the charges were applied according to the condition of the property and applicable regulations.
  
  If you have any further questions or need additional information, please let us know. We are committed to ensuring that all charges are fair and transparent.
  
  Thank you,

  Business Response

  Date: 09/05/2024

  Dear *******,
  
  Thank you for your message regarding your security deposit. Wed like to address your concerns:
  
  1. Deposit Amount: We have processed a refund of $1,200.00. The amount deducted from your deposit was based on the condition of the unit at move-out.
  
  2. Deductions: The following deductions were made:
  
  Security Deposit Claim Fee: $100.00
  Late Notice to Vacate Fee: $250.00
  Damage for Air Filter Replacement: $450.00
  Touchup Paint and Fill Holes: $325.00
  Replacement of Missing Shower Head: $25.00
  Broken Blind: $50.00
  These charges were applied to cover the costs associated with the unit's condition.
  
  3. Move-Out Notice: Even though you did not have a formal lease with the new owners, the charges were applied according to the condition of the property and applicable regulations.
  
  If you have any further questions or need additional information, please let us know. We are committed to ensuring that all charges are fair and transparent.
  
  Thank you,

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22089758
  
  I am rejecting this response because:
  
  
  1. Deposit Amount: You claim that the deposit held was $1200, whereas my lease agreement with the property, provided to you on 6/24/2024 for your reference, clearly reflects a deposit of $1500. Please explain the discrepancy and clarify where the missing $300 has gone.
  2. Security Deposit Claim Fee: You have charged a Security Deposit Claim Fee of $100. I need to know what this fee is for, where I was notified of this fee, and when I agreed to it.
  3. Late Notice to Vacate Fee: A fee of $250 was charged for a late notice to vacate. I did not have a lease with Out Fast Property Management LLC, but with the previous owner. I have no legal obligation to provide notice to your company but did so in good faith on June 24, 2024. This fee is unwarranted.
  4. Air Filter Replacement Fee: As you originally mentioned, a fee of $450 was charged for not changing air filters which I proved to be false. Attached is my ****** receipt showing a subscription for a 4-pack of air filters delivered every 5 months since December 29, 2022. Now you claim it is due to the condition of the A/C. Why was there a change in verbiage? Additionally, my lease agreement indicates that the landlord is responsible for air conditioning maintenance. This charge is incorrect.
  5. Fixtures Responsibility: My lease agreement specifies that the landlord is responsible for the fixtures of the unit. Any charges related to fixtures are not my responsibility.
  Furthermore, this is clearly retaliation and you are withholding my funds. Out Fast Property Management is demonstrating unethical behavior and should take immediate corrective action. Given these points, I urge you to review my case and provide a detailed explanation and correction of the charges mentioned. Please respond to this matter promptly to ensure compliance with Florida Statutes Chapter ***** regarding the timely return of security deposit.
  
  
  Very dissatisfied with the lack of transparency. Retaliation against tenants is not acceptable. Refund me the money you owe me.
  
  ******* *******

• Initial Complaint

  Date:01/08/2024

  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.

  This afternoon my Army Veteran Neighbor who is 78 was locked out of his home. He lives behind me. *************** was missing for three days. Got picked up by medics Avs dont one night at St Anthonys. He lost his keys and phone when he was missing. These nitwits told Him nothing. They HUNG up on a 78 yo black man who is an Army Veteran. They did not help at all. We got him inside. He still needs keys. These are new prperty owners and they lied to me and said they dont have keys to any properties. What property mgmt ** does NOT have keys to their properties. They are lazy. They are located in ***** and didnt want to drive in traffic to help one of their renters.

  Business Response

  Date: 01/08/2024

  We at Out Fast Property Management acknowledge the complaint filed with the Better Business Bureau concerning the incident involving ****************, an esteemed Army veteran, on January 4th. We wish to express our deep concern for the situation and provide a clear account of the events and our position. It's important to note that our company recently took over the management of this property on December 28th. As part of this transition, we have not yet received the keys to the individual units at the time of the incident. This is a critical detail, as it underscores that our inability to provide immediate physical access to ****************** unit was not due to negligence or dishonesty, but rather a transitional phase in property management. We sincerely apologize for any misunderstanding or distress caused to **************** due to our inability to provide immediate assistance. We are committed to ensuring that such situations are better handled in the future. We are also actively working on a system to expedite the process of obtaining keys for all units to prevent similar incidents.

• Initial Complaint

  Date:04/21/2023

  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.

  we were a tenant at a property in ************** ******* located at ***********************************. From the beginning the company and specifically their employee ****** lied about repairs and maintenance at the property. We were exposed to mold and mildew as well as shotty construction that we understand was obtained without permit or licensed personnel. After nearly 10 months of lies and complaints that were not properly responded to they agreed to a one month early termination of our lease. We terminated the lease by agreement effective March 1. We had been paying our rent by direct debit so expected our deposit to be returned promptly as we hired a cleaning service and delivered the property in far better condition then we received it. We have moved to ******** and after 15 days heard nothing from them. After 30 days we reached out to them under the law expecting our deposit to be tendered to our bank account where the rents had come from. When that did not happen we sent an email and asked them to transfer the funds providing them with our US bank account information for the return. They responded advising ** that they could not enter our bank information into their system and we had to do it manually. We got on the ridiculous website that never worked correctly and inserted the information. We heard nothing back from them and followed up with another email. in response to that they advised that they returned the deposit by certified mail because they could not use our bank account information which is absolutely insane. We spoke with the president of the company by email who pushed it off to her incompetent underlings. We have requested on two occasions the address where they sent the deposit to since we had never given them any other address beyond the condominium that we sold to move into the apartment. They have refused to provide the address they sent the deposit. Upon receipt of a response from you I can forward the email exchange to you.

  Business Response

  Date: 05/15/2023

  1) Complaint about lies regarding repairs and maintenance at the property. Since specifics were not given, Im unable to clarify. I do however know they were told about improvements that were still happening on the property and those improvements took longer than expected.
  2) Complaint in regards to mold and mildew. The area of concern was surface mildew and addressed by using a special spray to kill it and then a mold resistant paint. In addition to that we had a dehumidifier installed to help eliminate any future issues
  3) Complaint in regards to continued lies and complaints. Every complaint they had was addressed. The availability of materials is beyond our control as well as our vendors, so at times it took longer than anticipated
  4) Complaint in regards to early termination. We sent a Mutual Release of Tenancy form which was never signed by the tenants, which means we could have legally charged them for the remainder of the lease since there was not a written agreement signed by both parties. Tenants did not comply.
  5) Complaint about method of security deposit return. It was explained numerous times that we are unable to manually enter the banking information and that they had to submit it through the system in order for the deposit to be returned via eCheck. Tenants did not comply.
  6) Statement that the unit was left in far better condition is a matter of opinion. We have the inspection report that proves otherwise. We did not claim the entire deposit, just a portion for the tenant related damages. Again, we could have claimed the entire deposit because the mutual release of tenancy form was not signed which would have released them without penalty from their lease.
  7) By law, we are required to certify mail a disposition letter with the refund check to the last known address. Since we had also not received a forwarding address that is what we did. They were made aware of this and the certified mail number was shared with them

  Summary: The tenants were uncooperative throughout the entire process and although the bank account information and forwarding address were requested 3 different times through the system and requested separately via email multiple times, the refused to submit the information as requested.We had no choice but to proceed as we are directed by law and mail the letter/check via certified mail to the last known address. I've attached screenshots of the help section in our system that states the move out information has to be supplied through the email from the move out flow and a screenshot of three different times the move out information was requested in the proper channel. 

• Initial Complaint

  Date:02/01/2023

  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.

  Mid way through December, My husband and I noticed water leaking through the floorboards in our kitchen. We immediately filed an emergency claim with the property management company and got little to no response. We continued to try to contact the company with little to no avail. We would call and be told by their receptionists that no one was available to take our call and they would take our information and flag it as urgent. We did this several times throughout the days after. We finally received a text message response saying not to use the kitchen sink until they send someone out. Another week went by and we had not seen a plumber. When we finally did see one, we never heard anything. Another week went by of us having to eat out more due to not being able to use our kitchen sink. We were washing dishes in our bathtub, during the holidays when our family and friends were visiting, causing many emotions and embarrassment. Finally after Christmas another plumber came out to diagnose the problem. Another week later and another plumber comes out to do the same thing. We continued to contact the company just to randomly get short texts back. They then told us to pay half the rent for the month of January. Mid January, and they finally sent a plumber out to fix it. We can use our kitchen sink but there is a hole in the wall leading to outside covered by a piece of plywood. They have made no attempt to fix that either. Now they are saying they will credit us $400 off our rent but we still have to pay the rest of last month (January) and February the day rent is due. This problem is far from being fixed. We are now worried about mold under the kitchen floor, where the water had leaked and the hole in the wall leading outside. We are consistent with our communications and they are not.

  Business Response

  Date: 02/01/2023

  Hi, this repair has been fixed inside we are making a repair to the outside. Any delays were due to multiple vendors needing to give an estimate to the property. The tenants are receiving a rent credit for the delay and inconvenience.

  Customer Answer

  Date: 02/12/2023

   
  Complaint: 18965009
  
  I am rejecting this response because:

  We did a mold test, and it showed that there is potentially mold growth in the kitchen. We are concerned that because of the water leak being left for so long under our floor that we may be in contact with something potentially harmful.

  All other aspects of our concerns have been taken care of at this time. We are only concerned that we are breathing in something that could be dangerous for our health. 

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

  Business Response

  Date: 02/13/2023

  There was not any evidence of mold when the plumbing repair was made. We were not notified by the resident of a mold test or the results that were completed, nor was there a request for us to perform a mold test

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18965009
  
  I am rejecting this response because:

  First and foremost, the last plumber advised us to do an at home mold test because he was not positive there in no mold as he cannot see under the flooring in the kitchen. He said more than likely there would be some sort of mold due to how we described the water seeping through the floor. 

  We followed his instructions and trusted his expertise as he was timely with his communications. 

  We feel as though communication with Out Fast Property Management does not evoke a timely response nor an outcome that is favorable to anyone but themselves. Communication has been borderline nonexistent since they took over in late 2022. 
  

  The only way we receive quick responses from Out Fast Property Management is *******************************************************************************************

• Initial Complaint

  Date:10/06/2022

  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.

  ******* is a scamming, conniving, greedy company. Terrible customer service. When you call their office they have a third party pick up that they paid to tell you that there is no one available to speak to you. Its been 3 almost 4 months since my first time being promised a call back and since *** never received one. *********************** was suppose tour the property with me and be my direct contact if I had any concerns with the property. He blocked me the day I scheduled an appointment to tour the property. He refused to unblock me and its been several months, he blocked me because I called him too many times when he stood me up. I had yet to even speak to him once. They raised the rent advertised less than 24 hours before providing me the lease to sign and refused to lower it. The apartment was infested with mold, roaches, had broken light fixtures, broken flooring, peeling and rusted appliances. When I texted before move in I was ignored. I wasnt contacted on move in day and didnt even know how to get my keys. ******* didnt pay my water bill and I got a warning of termination of my water. When I informed them and then they charged me more than double the water bill. I live in ***** **, During hurricane ******** paid my rent about a week early to avoid any issues. I evacuated my home and before I got back I seen they charged for rent twice. Its been a week since then, Ive called several times to ******* and ************************ with whom theyve sold to recently. Both companies refuse to contact me back about robbing me over $1400+. I am in the negative and I have been for about a week now after the hurricane. ******* is the WORST, most UNPROFESSIONAL, CONNIVING, GREEDY, CARELESS THIEVES you can rent from. They are definitely Slumlords that only care about money. I will be suing in small claims court if I do not get my money back, the stress from dealing with this company cause for me to give birth to my daughter prematurely.

  Business Response

  Date: 10/20/2022

  Good afternoon,

  We have not managed this property since September and have no control over the next company in charge. Any repairs that are the landlords responsibility, we conduct as long as the owner has the means to pay for them. We passed along the tenants ledgers to the next company showing all payments made from the tenants. Tenants are always required to view units prior to doing an application and within the lease they sign they are accepting the condition of it how it is. Any maintenance requests are timely addressed if properly reported to our system. As we have not managed this property in a few months we have no knowledge of how the owner or the current management company is managing things. If we received any extra payments they would be recorded properly and sent to the owner or new management company, to include the tenant deposits we hold.

• Initial Complaint

  Date:06/02/2022

  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.

  On 5/26/2022, I along side my daughter and her partner, completed an online application for an available rental property, that was listed on Zillow. The application process required a $100 fee per person, for credit report checks, etc. My daughter called, the number on the rental of XXX-XXX-XXXX, on a daily basis for a status update on the application and was continuously told that no one was in that could help her and that a message would be forwarded to "Jackie". She was given a telephone number of XXX-XXX-XXXX by the office. She proceeded to text the number inquiring the status of the rental and of our application. Someone replied to her text, stating "It takes 2-3 business days to process applications". On 6/1/22, we found that the rental was removed off of Zillow's website. My daughter called, as did I, and again were told that no one was available and that the message would be passed along to "Jackie". I personally have yet to hear back from "Jackie". I instructed my daughter to text that same number on 6/1 to follow-up. A reply was sent which read "Decisions were made today. You should have gotten a notice, but a lease was sent and signed by the first applicant". We have not received any notifications, whether by email, phone or text of the decision. Upon further investigation, I found that my credit reports were never checked; this appears that our application was never processed or looked at. My daughter requested a refund of our monies, which was denied. This appears to me, to be a scam and a fraudulent way of collecting money. We would like assistance from BBB, in obtaining a refund. I have attached screen shots of the text messages and of all the attempted calls to Out Fast Property Management made by my daughter.

  Business Response

  Date: 06/28/2022

  Business Response /* (1000, 5, 2022/06/06) */ We process all applications as first come first served. The applicant is told before they apply, that no application fee is refundable however we may transfer it to another property that we manage. We do require multiple business days for reviewing applications. When we deny an application there are notices sent out notifying other applicants that the property is no longer available. Consumer Response /* (3000, 7, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their explanation clearly reads "first come first served". Therefore, no further applications should have been accepted. Yet they continued to accept applications and fees from not only my party but others as well. Yet they approved the "first applicant" and gave the apartment to them. As I mentioned in my initial complaint, we never received official notice that we were not selected for the rental. Also, there was never any discussion and we were never "told" that the fee was non-refundable. It was only after when we requested a refund, when we were informed. This is poor business practices and very fraudulent. We are not interested in applying the money towards any of their other "properties". We want our money back.