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:09/09/2024

  Type:Sales and Advertising 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 recently discovered that my property was listed for sale by a Pineywoods Realty LLC affiliate in July 2024, with the listed broker being ****** *., without my knowledge or authorization. Further investigation revealed that the agent had been inactive since March 2024, raising questions about how Pineywoods Realty LLC was unaware of this and why my property was still listed for ****** ******** of ****** Capital, who holds an inactive license number *********. After reaching out to ******, she responded promptly, but I am still waiting for a call back from her this morning to address these concerns. I called her, and I got her voicemail. My main worry is that my property has been listed for sale since July, and I am concerned about the potential consequences had there been an interested buyer. I don't recommend doing business with Pineywoods Realty LLC. Pineywoods Realty LLC is not checking the license status of the agents that are representing their company.

  Business Response

  Date: 09/10/2024

  Pineywoods Realty maintains current records on all agents. At the time ****** ******** was associated with our company, his real estate license was active. Mr. ******** has not been affiliated with Pineywoods Realty for over a month, which accounts for the current inactive status of his license as reflected in public records.
  
  Regarding the communication with Ms. **************** customer specifically requested not to be contacted until Monday afternoon, following an initial response and action to her concerns over the weekend. We regret any inconvenience caused by Ms. ******** unavailability at the time of the customer's call early on Monday. However, a follow-up was already scheduled for Monday afternoon to address the customer's concerns promptly.
  
  Please see attached text screenshot where this customer makes clear her availability for a call on Monday, and otherwise seems satisfied with the actions Ms. ****** is taking to remedy the situation.  
  
  This is an inaccurate, unfair, and unnecessary complaint and should be removed immediately.  

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22260386
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 09/12/2024

  The provided screenshots further indicate our point that the customer requested we refrain from contacting them until "Monday evening or Tuesday morning." However, the customer expressed frustration when our representative, ******, was not immediately available upon their earlier contact on Monday.  
  
  We have already taken the following steps to address this situation: Removed the listing as per the customer's request;  Issued a cancellation notice promptly.  Extended an apology for any inconvenience caused. 

  We believe these actions fully address the issues raised. However, if there are further concerns or additional assistance required, we are open to dialogue to resolve them satisfactorily.

• Initial Complaint

  Date:02/12/2024

  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 moved into the residence on E ****** Ave and its been a nightmare since. The unit is beautiful inside with very nice touches, but thats about the only positive thing I can say. Since moving in the last week of Aug, I have had at least 8 maintenance requests in. The plumbing is deplorable here, I cannot express this enough. Please know its not just me, 2 of my neighbors have expressed the same concerns to me. The plumber explicitly stated the issues are due to the poor construction - the pipe drop off is too short & there are too many units running to 1 main line (worth noting, when I requested a copy of this report for my own records, the plumbing company stated they had to ask the property manager for permission & when I asked ***** for it directly, all of a sudden she has no idea what report I am referring to and no further mention has been made of it - odd!). This company had the audacity to try to tack ME w/ the plumbing bill as if it wasnt clear even w/o the report that this was a build related issue being that my toilet was constantly stopping up, my washer stopped working because it couldnt drain and my other bathroom had F**** back up into the shower. Another note, this company also found it acceptable to let my toilet sit for 2 weeks FILLED w/ f**** (in my master bathroom at that.) Theres more to say, but w/ that background info, I finally became fed up after I was left w/ an inoperable dishwasher for 13 days that had a pungent smell. I requested 15% off of my rent to which I was denied because the owner, ******, stated just because its a new unit doesnt mean itll be perfect. No one is expecting perfection, but I am also not expecting to pay 4k to live in a cheaply built unit that consistently has issues and low quality companies dispatched to fix the issues (which take 2-3 times of coming out to be fixed). The greed shows through & through from the low quality build to the denial of a mere $600 being taken off for all of the inconveniences.

  Business Response

  Date: 02/27/2024

  On September 28th the tenant submitted a work order stating plumbing backing up, and soon after **************** was out and cleared the drain.  **************** stated that the drain line was clogged by excessive toilet paper and wipes (flushable wipes ARE NOT flushable; ask any plumber). The tenant was advised of this, and that the owner was willing to cover the expensive for this first instance.  We further explained, however, that if the tenant continued to put excessive toilet paper and wipes down the trains, it would become their responsibility to have the drains cleared at their expense, and by a plumber of their choice.
  
  The tenant disregarded our direction that any reoccurrences of the same issue would be their responsibility to fix (again, since they were causing the issue), and submitted another work order on 10/27 with the same blockage issue. Then again on 11/15 and 11/21. 

  Since it was clear the tenant was not willing to take responsibility for the issues they were causing, we scheduled **************** to come out to the property again. They scoped the line with a camera and found yet another buildup of toilet paper and wipes (invoice attached - with notes on the overall condition of the system, which is good); the tenant had previously been alerted that they were flushing too much paper and that "flushable" wipes are not, in fact, flushable.  The tenant has never been charged for plumbing calls, even though the continued issues were being cased by the tenant's excessive use of toilet paper and wipes.  
  
  On 1/15, the tenant put in a work order regarding the dishwasher not working. *************** came out and assessed the issue on 1/18 only determined that the water supply valve was turned of off.  They turned it back on, and issue was resolved.  We assume the tenant accidentally turned this valve off somehow, as they have been living in the property for some time and had not yet reported any issues with the dishwasher.  
  
  All issues have been addressed in a timely manner, aside from the follow up plumbing calls, which again, were made clear to the tenant that it was their responsibility to call a plumber of their choice since all issues up until that point had proven to be, several times, their own fault.  When they ignored this responsibility, we went ahead and scheduled a plumber out to address the issues (AND covered the expenses - the tenant was never made to pay for any plumbing expenses from the issues they caused). 
  
  We find it curious that the tenant states that the plumber spoke of poor workmanship in the home, as his company was the one that did the initial install of the entire plumbing system for the home builder.  

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21282331
  
  I am rejecting this response because:

  This response is a blatant lie, an effort to make the company look better. 

  Im well aware that wipes are flushable being that I have WORKED in the construction and mitigation industry since 2019! I do not even own any wipes and for you to say that was the cause of loss, lets me know youre more corrupt than I initially thought. **** from ************************ explicitly told me that after the plumber was dispatched the last time and took my toilet apart entirely and used a camera, that there was NOT excessive toilet paper and that its absolutely an issue with the length of the pipe drop off and the main line (hence why my other bathroom had a RAW SEWAGE BACKUP into the shower!).

  Lets be precise in our statements; I WAS charged with the plumbing invoice until I hounded ***** and ***** to remove it after **** confirmed the blockages were NOT from me and there was absolutely no way I was going to pay that. Interestingly enough, the invoice disappeared when I requested a copy of the plumbing report for myself and threatened litigation.

   

  Again, blatant misinformation regarding the dishwasher. You purposely left out TWO techs had to be called out for the dishwasher because the first tech who came out was in my home for all of 6 minutes (I have this time stamped on camera) and ran out once I stepped away and put the dishwasher into even worse shape because he had it running a load for 13 days straight that could not be turned off. I alerted ***** about this, no response for two weeks. In this time, I was stuck with disgusting gray water with a sulfur smell in my kitchen. Once the second tech came out, he physically removed the dishwasher and found that whoever installed the dishwasher and sink left the PLASTIC WRAPPER on a part to the dishwasher that didnt allow for it to drain. I didnt turn ANYTHING off and no issues were reported prior to because that was my very first time using the dishwasher. 

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

• Initial Complaint

  Date:04/07/2023

  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.

  This home should not have been rented out, On 1/31/23 I was told to come do a walk through and sign some papers at the front desk and to try and make it before 5pm. I arrived at 4pm and the front offices was closed ******************* the front offices clerk stated "that she will be closed at 5pm". So I called the Property Manager ******* to let him know that I was there and I need the code to the lock box to do a walk through of the property. He didn't want me to have the code because I was to move in on the 1st and I had informed him that **** told me that I could move in that day once we did the walk through. He stated " **** shouldn't have told me that but he went and gave me the code to enter the home. Once I walked into the house I noticed it was so filthy things broken items were left in the home. It was as if the tenant just up and left and they just rented it out without fixing anything or cleaning it up. The Property Manager gave the owner my phone number because I was so upset to where I was crying. The owner called me and stated "he will fix the wrong if I just give he a chance to get the home right and have his brother come to clean and fix things that needed to be fixed. Nothing was cleaned I called and spoke with the Property Manager ******* who stated "the owner wanted to take the cheap route and not hire anyone to fix or clean up and he wanted his brother to do things". I told him that was unexpectable and someone needed to clean and sanitize this home and that people renting a hotel lives better than what they rented me. ******* stated" he will have his cleaning crew come and clean up but I wouldn't be able to move in and I told him that would be fine", I will just have to pay extra days for the ******* Well ******* never sent his cleaning crew and stopped answering his phone and the owners brother came. He did fix and replaced things that needed to be fixed at that time but I had to clean the entire house myself. I spent 5 hours cleaning bathrooms that had someone else pubic hairs everywhere. It was disgusting and embarrassing. I have my grand baby and two adults Children. I am so overwhelmed, hurt and exhausted, this has been so stressful and depressing and to top that off on the third day of being here they towed my truck and didn't want to tell me where it was until I threating them with a lawsuit, I had to pay $189 to get my truck back and I cried for 5 days cause since I was 13 yrs old living on my own, i have never gone through this and the Management did absolutely nothing. I was offered a job position in ***** and I started on 1/30/23, I had to take off from my new job because I had to keep the **haul because I refused to unload my things inside the home until it was clean. I asked for a rent reduction or something for all of this but instead I was offered 100 dollars. So many things has happened that I can go on and on. Fast-forward on 3/27/23 I noticed a dime size hole in the ceiling I reported it to Pineywoods rental portal with photos, I did not here from anyone until 3/31/23. By that time It was the size of a grapefruit. I reported it again with new photos and then the owner called me while I was at work stating " he will have his brother come by and take a look". I have been through this situation before and the roof collapsed on my child and when the inspector came out they code the home Unlivable and we had to move out. I informed the property manager ******* but he just thinks all of the is small and not a big deal. This man does not care about my family's well being and feels like everything is small. He is supposed to manage the property but has never stepped foot into this property. My family and I do not feel safe living here and It gives us anxiety because we have been through this before and to hear someone feels like it's not a big deal is not acceptable because if it was his family member he wouldn't want them living in something like this. I want out of this lease.

  Business Response

  Date: 04/24/2023

  We regret that ***** did not have a great experience with the rental property, however there are some discrepancies and exaggerations within her statements.  
  
  Her lease start date was 2/1, and it was explained to her that on 1/31 she was there to meet with the community manager for orientation and to receive community access and vehicle decals only.  We're unsure why the community manager was not onsite to meet her within their posted business hours, but we have no affiliation with the community nor the community management company; Pineywoods manages only the individual unit on behalf of the unit owner.  
  
  The tenant reached out to our property manager, ***********************, about access to the unit that day (1/31), and insisted she be given access immediately because she was there with her moving truck and laborers to move in, despite her lease having not started yet.  While ******* allowed her to retrieve keys to the unit from the lockbox to begin moving in, the early arrival was not prepared for by the owner and *******, and the typical final walk thru inspection for rent-readiness had not yet been conducted.  Because of this, many small items (a small amount of personal furniture and some cleaning checklist items) were not completed before the tenant's arrival.  ******* suggested the tenant wait to move in until the following day so that he could send his personal cleaning vendor to come detail the unit, but the tenant insisted upon moving in.  ******* was able to do a FaceTime video walk thru with the tenant and the community manager, and all parties seemed to agree the unit was in ************ but needed a light cleaning, which the owner offered to have done by their vendor.  The tenant was not satisfied with the cleaning provided and chose to clean further herself.  

  When alerted to the potential leak (photos only showed a small amount of damage and no actual sign of a leak), ******* notified the owner who sent, their handyman to assess.  The handyman ran all plumbing fixtures throughout the house and could not duplicate any leak, however noted that perhaps the tenant had overfilled the tub, resulting in water leaking below the floor.  Since the leak could not be duplicated, and therefore there was not a concern that an active leak was an immediate concern or danger to anyone, the owner scheduled their handyman to make the repair to the ceiling in the coming weeks.  
  
  The tenant's vehicle was towed but unfortunately neither the owner nor Pineywoods managers have any control over this; it's an issue with the community and their management team.  To our knowledge, the tenant was provided an orientation on community rules and regulations by the community manager, as well as were given parking decals, which were apparently not displayed on the the vehicle in question at the time it was towed.  

  Ultimately the owner and ******* agreed to let the tenant out of their lease at the end of April without any penalties.  However, the tenant has since become delinquent on their rental payments, and for a period refused to communicate with the owner or ******* since making the complaint.  Last week the tenant finally did open up communication lines and it was agreed that they would move out this past weekend; our team is due to inspect the unit today to ensure they vacated as agreed.  The tenant has yet to make any rental payments for ******  
  
  Finally, this tenant was represented by another agent (who was compensated) in this rental transaction.  It's typical that a rental agent would show their client the property in person, and assist with the lease and move-in inspection.  ******* later learned that the tenant never saw the unit in person until the day they arrived for move-in, and in our experience, these situation often lead to a tenant's sense of "buyer's remorse".  ******* believes this may be a primary driver of the tenant's exaggerated recollection of their experience and the condition of the unit, and that they were likely searching for a penalty-free path to break their lease.  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19907015
  
  I am rejecting this response because:

   I was not looking for away out, If so when I walked into the home on 1/31/23 and seen that it was not ready for occupancy, cleaned nor sanitize, I would have walked away then and there, I paid $3600 for rent and security, $300 for each adult, $100 Admin fee, $150 for HOA, $40 for two to key card and $20 for two decal sticker. Why would anybody want to spend that much money just to walk away and the home was only 15 minutes away from my job. I was told by **** to come in for orientation and a walk-through of the property and that she will be there until 5 PM. She asked when did I want to move in and I told her I signed the lease for Feb 1st but if Im able to move in sooner I will, she stated you can move in today once you complete the orientation and a walk-through I said great. I will be there at 10am but definitely before 5 PM. I came at 4pm and I called her several times, which is only the office number that I had. That is the only reason why I came with all my things in a U-Haul. I am 46 years old and this has not been my first move, I know the rules of a lease. After I gain access to the property, because **** was not there at 4pm. The security guard who even called her Im assuming her cell phone to let her know that we were there, he even gave myself and my daughter a temporary parking permit. Which was in my rearview mirror the day my vehicle was towed. I did not insist on moving in on the 31st and I did not move in on the 31st because I was waiting on ******* to send his cleaning crew to clean the home, which I was told would be there by 5 PM, but we wouldnt be able to move in and I specifically told him I was not going to put any of my things into this home until it was clean, but later sent me this. I attaching a copy of the text message from *******. I expressed my concerns with ******* stating that one person cannot clean this house and that it needs to be a cleaning crew, he stated one person can clean because his wife does it all the time for his properties. 
  

  So the owners brother is coming at 1 PM and he said that just tell him everything that you want done and he will do it. He will replace all of those blinds that are broken and he can clean the blinds in the kitchen. Clean the stove remove all of the personal items that are left there still. I want you to be happy so if theres anything else that you need him to do please let me know while hes there 

  The owners brother did come but only cleaned the oven and fixed some of the things that were not working at the time of us completely moving our things in the home 2/1/23. I did not move my things into that home until 2/1 after 5pm. No, there is no actual leak, but there is a leak somewhere within those walls and its definitely not from ** over flowing the tub with water. That is ridiculous and does not make any sense. I will be attaching pictures of how the bathroom looked after it took me five hours to clean 2 bathrooms. For the ceiling, to split that way its not about something collapsing, but possibly mold in the home and thats not safe for anyone. I did not stop communication because the owner and I talked all the time.he only wanted me to communicate with him and not go through the property manager. Thats why the property manager never heard from me. I was told by ******* that the owner is cheap and did not want to send his crew cleaning crew when my agent came to view the home for me on my behalf.The agent did stress to them multiple things that was wrong with the property and was told that it will be fixed and ready for move-in 2/1/23. The property manager, nor the office manager know who ever responded to this complaint has ever stepped foot into this property and they do not know how it looks or what went on. I have complete videos of this for Property when I first walked in. I am unable to upload it, but I am willing to go and get it download with all the photos to show proof that this house was not in livable condition. What will satisfy the situation is no penalties against myself, and my children to move out and my security deposit back. I have spoken to the owner and I did advise him that the home was vacated and I did clean it up if they are just going to rent it out to someone else. Also, I was never provided a key to the mailbox. I submitted a request through the tenant portal, I sent a request to **** via email, I be asked the owner and all I receive back from everyone is I would have to go to the post office pay $35 for a key that the previous tenant took, why should I have to pay for something that should have already been available for me with the move-in. I move their 2/1/23 today is 4/28/23 and I have not been able to retrieve any of our mail to this day. Smh there is way more things that I can include in this complaint, but its a lot and I I will be writing a book. ******* is not a good property manager. I specifically asked this man has he been to this property to see how it looked and he told me no. How can anyone manage any property if you dont lay eyes on the property yourself or have someone within your company to check on the property???? NO ONE DID..

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