ComplaintsforAll County Cumberland Property Management

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a maintenance request on January 10th for a leak in my roof, over my dining room. I did not hear from them for 2 weeks, they made multiple appointments with me and did not show, and the leak is still present. I have followed up with them no less than a dozen times, by phone, to inquire about the repair, as well as to inform them of further damage and the strong possibility for mold, and they have done absolutely NOTHING to remedy the issue, and now refuse to contact me at all, despite multiple calls and a voicemail threatening legal action. I have documentation of the initial maintenance request, photos provided, and further attempt to contact. Please note that the below amount paid is on a monthly basis, including BOTH months that this issue has occurred during.

  

  Business response

  02/23/2024

  Good morning *******,
  
  Thank you for bringing this to our attention. We apologize for the delays we were unaware this request had been dragging on. I have had our maintenance team reach out to you to reschedule with you with the email below. We look forward to getting this request back on track and servicing you.
  
  Many thanks for your patience.
  
  *****************
  
  
  Good morning *******,
  
  We hope you are doing well. We received your message from the BBB. We appreciate you making us aware and we apologize for this failing through the cracks. The after placing a request the best way for follow up is through email.
  
  The first vendor we sent had some scheduling delays, they seem to be over booked.
  
  We have reassigned and are scheduling an appt with the new vendor Findlay.
  
  We look forward to servicing you.
  
  *****

  Customer response

  02/29/2024

   
  Complaint: 21297142
  
  I am rejecting this response because: the roof has not been repaired as of 2/29/24. A roofer came to the home this week for an inspection and made a recommendation (all shingles to be removed in order for an overlay of new decking to be installed over the existing in order to close the gaps between the boards and create a solid base for the shingles to be reinstalled. Our current roof is fairly new, but installed VERY poorly). We were told in no uncertain terms by the roofer that unless this is done, it will be a continual issue, with leaks sprouting in new places for the remainder of our lease, which we just resigned a week or two before this issue began. I have not heard further from either the rental company or the roofers. I understand these things can take time to set up, but because my worry is that more corners will be cut in order to save money, I am not willing to approve the management of this complaint until the roof is actually fixed. 

  
  In addition, I dont appreciate the insinuation that this issue slipped between the cracks because I did not do my due diligence in the manner that you prefer. I called the office no less than 20 times from the day that I initially made my maintenance request, left voicemails, and was promised by ***** on almost every occasion that someone would be in touch with me by the end of that day, which repeatedly never happened. Furthermore, at no point in your posted maintenance guidelines or on the maintenance confirmation email does it list that follow-up is required to be done by email. I have done everything I can to be a good ******* of the home you have rented to my family for over two years now, evidenced by the fact that I have chased you down in order for an issue that will compound over time and become more expensive, to be dealt with. To the best of my ability, I have followed procedure, and I look forward approving the conclusion of this issue, as we have enjoyed renting from your company this far. 
  
  Sincerely,
  
  *********************************

  

  Business response

  03/04/2024

  Hello *******, 
  
  Thank you for your response.

  We are discussing with the owner. We will keep you posted with all roof updates on here as well as your email. 

  
  
  Many thanks,
  ******

  Customer response

  03/06/2024

   
  Complaint: 21297142
  

  New damage and flooding as of 9:45 AM on 3/6/2024, making you aware purely for due diligence. I have also emailed a video of the damage to "Ally ******" because BBB would not allow me to attach videos or photos of any substantial size. I now have a bucket underneath the multiple leaks in an effort to reduce further damage, now both to your property and our personal belongings. I look forward to hearing from you soon. 
  
  Sincerely,
  
  *********************************

  

  Business response

  03/08/2024

  Hi *******,
  
  I hope this message finds you well.
  
  I've just had a conversation with *****, our maintenance coordinator, and he assured me that he's been in constant communication with you regarding the scope of work needed for your home. I want to assure you that we are actively addressing the situation.
  
  As per the owner's arrangements, we have secured a vendor to replace the roof and another vendor to handle the ceiling replacement, including a thorough check for any mold or organic growth. The work is set to commence on Monday, and preparations are already in progress this week. We estimate that the repairs will take approximately 2-4 days to complete.
  
  Furthermore, I'm pleased to inform you that the owner has generously agreed to reimburse any relocation costs should you decide to relocate during the repair process. Your comfort and safety are our top priorities, and we are committed to ensuring a smooth resolution to this matter.
  
  Thank you for your patience and understanding throughout this process. Please feel free to reach out if you have any further questions or concerns.
  
  Best,
  Ally

  Customer response

  03/13/2024

   
  Complaint: 21297142
  

  1. I don't see how you could possibly expect me to believe that our "comfort and safety" are your "top priorities" when this matter has been poorly managed from the onset (1/10/24). I did everything I could possibly do to inform and prove to you the severity of the damage and you did nothing until I escalated the matter with the BBB. You have allowed a person who is clearly not financially secure or responsible enough to be a rental home owner to drag this out for WEEKS and put my family and currently medically fragile child in danger.
  
  2. Furthermore, we have VERY different ideas of what constitutes "constant communication." I messaged "*****" over 48 hours ago to ask when this vendor that you have supposedly retained will begin work on the drywall and ceiling, and have heard nothing from him since then, including when I messaged again yesterday to check in and gently remind. I also included pictures of the black mold that is now growing.
  
  3. Also included in that message was the SECOND reminder that my daughter will be having major surgery on Wednesday, the 21st (1 week from today), and that this must be concluded before then, which I believe is more than ample, but requires that work actually begin. 
  
  4. Also included in that message was a request for a clarification of the details surrounding "relocation costs." It is clear to me that in your public message for the BBB you mention a "generous" agreement to "reimburse any relocation costs," while the message I privately received from your office mentioned "they will reimburse the ************* long as the hotel is not that costly." For this reason, I need to know, in writing, what the owner determines to be too "costly" for a *clean* hotel room retained last minute, located in a safe area of the ***************. It is unreasonable to expect anything lower than $150-200 per night, and at this point, I have no faith that she will keep her word. I also will need a date to expect that reimbursement for legal reasons. 
  
  I look forward to hearing from you very soon, as to avoid any reason to escalate this further. 

   

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

  

  Business response

  03/13/2024

  Hello BBB,
  
  Good day!
  
  
  We would like to provide an update regarding the leak issue that was submitted by ********************************* on property address *******************************************************************
  
  The roof was repaired and the cause of the leak has been repaired. Pending issue that needs to be addressed are mold testing and drywall ceiling repair and repaint.
  
  The mold inspection will start tomorrow 03/14 and is expected to be completed by Friday or Saturday.
  
  Afterwhich, the drywall ceiling will start. This will be done within 3-4 days.
  
  The tenant is well aware of the timeline and was approved by the owner for a $200 relocation allowance per night while the repairs are being completed on the property.
  
  Best,
  *****

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid a $5000 deposit that has yet to be returned. It has been more than 30 days. I have sent several emails and called numerous times. Im not allowed to speak with management. No one will return any of my calls or emails. I moved out of the property on 11/30/2023. They finally sent a description of charges stating they charged $1750 of my deposit to paint which according to my research is illegal. Please help

  

  Business response

  01/15/2024

  Hello,

  Thank you for reaching out.

   

  We have sent the previous tenant a copy of their security claim letter .

  The tenant did receive a refund and it was delivered (confirmed by ***** to the address we had on file.

   The tenant was charged for painting as well as additional items in which he attached the claim letter to this filing.

  Regarding the walls there was a significant amount attention needed post move out.  Due to this we deducted the cost associated with remedying the walls. 

  We have communicated to the tenant on these charges and we do not have record of additional correspondence attempts from this previous tenant.

   

  Thank you 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed a lease with All County back in September 2021. We have had the worst experience, I have never worked with a company who has cared less about their tenants than this company. We had several maintenance issues that were looked over and ignored for MONTHS. We would consistently follow up and they did nothing about the repairs, all the care about is getting paid each month out of the rent. We were great tenants and never late on payments but were treated as if we were less than. At one point we had an active water leak, called the emergency line and was told someone would be out. No one was sent and the 6 inch tear in the roof turned into a 5 foot HOLE in the ceiling where the insulation fell through as well. We then had to live with a giant hole in the roof for months on end because they would not send someone out to complete the repair. Mind you, this was during the winter months and even dealt with snow during this time. We now have another active water leak in the same area and no one followed up with me for over 3 days. The leasing company is truly unprofessional, rude, and has zero empathy for the people residing in their properties. I have several pictures of the damages as well as communication (or what little there was) between the company. This is only one of SEVERAL issues we have had with this company.

  

  Business response

  03/29/2023

  The owner is continuing to work through her maintenance the leaking roof request. The owner has recently given notice of a 60 day notice for the tenant to move out . The owner is holding firm to the 60 day notice. We represent the owner and are enforcing the owners positioning . ******* would like to leave early (prior to the 60 day notice) when she was told no it has  generated her calling our office repeatedly and sending in this message. The answer still remains the same.
  When the call was received over the weekend it was not considered an emergency, because you can not fix roofing request during raining weather. We are continuing to address the maintenance roof leak at this property on behalf of the owner, with  appointment scheduled for tomorrow. She was made aware of the updates as well. Also the owners have told her themselves their positioning. 

  Customer response

  03/29/2023

  Of course I have reached out several times and Im not ok with the answer because no one would be OK with living in a property with a continuous leak and mold. The property management has a responsibility to the owner as well as the tenant in which they have failed both parties. The property has not been properly maintained as agreed upon in the agreement. The ***************** continues to make excuses but an active water leak is a reason for an EMERGENCY call and is exactly what they have the emergency line in service for. There was no contact from Saturday to Monday in regards to the leak (this is now the THIRD leak weve dealt with). I also have correspondence from the owner previously stating he would be open to terminating early (before the leak) he stated the ***************** told him it was not possible. Now that there is another leak we refuse to pay this company another dime for a property that is uninhabitable.

  

  Business response

  04/10/2023

  The truth is the owner is working to fix the leak. The tenant wants to break her lease. The owner has denied the request and the tenant has moved out already because she recently purchased a new home. The tenant is continuing to ask us to change the owner decision.  The owner has expressed the same to the tenant. We work for our client, not the tenant. 

  Customer response

  04/10/2023

   
  Complaint: 19867323
  
  I am rejecting this response because:

   

  the truth is I have messages from the landlord stating they would be asking the management company about terminating early because they are looking to list the property. We were given 60 days so yes I purchased a new home, but that has nothing to do with the companies neglect. The company has a right to the owner but also the tenant. Its not ok to allow someone to live in an Uninhabitable property. This is not our first issue with the company and I have several emails, pictures, and texts back and forth on previous issues. AND Yes, we have already moved out because we did not want to live in a home that has an active water leak and mold for 3 weeks now and HAS STILL NOT BEEN FIXED. 

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

  

  Business response

  04/10/2023

  We are closing this out . Thank you.

  Customer response

  04/10/2023

   
  Complaint: 19867323
  
  I am rejecting this response because:

   

  you have not even acknowledge the issue at hand. This company needs to take ownership for their terrible service to their tenants. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the agent about a property for rent in Gwinnett County. I told the agent that I had an open Chapter 13 due to my ex husband abusing my credit. I also told him that I earn $106k a year. He stated that it was fine because they do not have a restriction on open BKs. I proceeded to pay the $120 for the application and uploaded my income and bank statements per their instructions on the same day. I asked how long a response will take and he stated 1 to 3 days. I received an adverse notice 3 days later with no specific information. It just stated that the application was rejected. When I asked why he stated that I didnt qualify based on income but I told him on the phone prior to completing the application and paying my fee so I was totally confused so I suspect fraud. It was interesting to me that I couldnt qualify for a rent of $1900 a month and I earn six figures. I suspect they have collected several applications fees for people they verbally were told were qualified financially. I would like a full refund and I intend to dispute this with my bank.

  

  Business response

  03/06/2023

  Please see the attachments to support our response and decision. All of our listing's stipulate our application requirements. In the portion that related to income it states the application must meet the income qualifier of 3.5 X the monthly rent. The income was not met. It also states prior to applying the application fee is non refundable. Thank you for your time.

  Customer response

  03/06/2023

   
  Complaint: 19539681
  
  I am rejecting this response because: This would be great if the agent would have disclosed this to me prior to me applying which is why I called him prior to my application and told him what my salary was and he told me it was fine. Its unfair practices to obtain a $120 application fee. Which is probably why they have 2 lockboxes on the premises. When I questioned it, he stated that 1 lockbox is for people to view the property and the larger lockbox on the actual door was for maintenance people only. This company is committing fraud. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/07/2023

  There is no fraud on our part, we do occasionally use 2 lockboxes for different purposes. All of the qualifications were published before you applied and toured, they were a part of the terms you agreed to. This boils down to the income does not meet the requirements, that is not within our control.  It cost us to run your background and credit check. We are denying your request. 

  Customer response

  03/07/2023

   
  Complaint: 19539681
  
  I am rejecting this response because it constitutes fraud when I told your agent what the income was prior to applying and your agent told me that the income was fine and that the Chapter 13 was fine and that I could apply. How is it that you don't understand what constitutes fraud. You had my income even before I sent you the follow up documents. Rejecting someone after they disclosed income prior to applying is fraud. Your agent should have verbally told me that I didn't qualify based on the information that I disclosed. Also, I never saw ANYTHING that stated you required 3.5% of NET income. I was in Finance for 20 years and I never heard of NET income to rent. It is typically 3% or 3.5% of GROSS income. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  -My primary reason for not going through with the move-in was due to SAFETY CONCERNS that went unaddressed.-I informed the merchant about the issues immediately, but they brushed off my concerns and continued to PRESSURE me to sign the lease -When I attempted to handle the dispute with the merchant, they got DEFENSIVE and told me to have my Lawyer contact their ****************** was rendered by the merchant, however I was unfairly charged 2x rent, WITHOUT EVER SIGNING A LEASE.-They VOIDED the contracts and the unit was occupied shortly after -The merchants actions were predatory and discriminatory

  

  Business response

  02/07/2023

  See attached document

  Customer response

  02/07/2023

  The matter has been resolved 

  

  Business response

  02/16/2023

  In response to the baseless complaint received from ****************************Please see below our detailed response:1 - We strongly deny any contact being made by the complainant showing any SAFETY CONCERNS.2 We can share all our communication with him and nowhere did he ever mentioned about any SAFETY CONCERNS.3 He viewed the property prior to putting in the application. Upon meeting the qualification criteria, he signed a reservation form agreeing to pay the charges. Once the charges were paid, we removed the property off market and presented a lease to sign. A day before his move-in, when we followed up and asked him to sign the lease before the move in the very next day. That is when he informed us that he is no longer interested as he is moving with a different property.To:****************************** Bcc:******************************************************************** Good morning *****,I hope you are having an amazing day!As we are getting ready for your move-in tomorrow. I just wanted to remind you to sign the lease and move-in inspection report prior to your move-in. Also,please share the utility accounts and your renter's insurance.Let me know if you have any questions. Thanks,********************* ***** - Tenant replied 4 months ago (Thu, Aug 11 2022 at 10:36 AM)To:"******* @ All County Cumberland" I'll no longer be moving in. I found somewhere else.4 A couple of months after, he lost his dispute with the credit card company as we provided documentation proving that the payments were authorized by ****************. He sent us this letter wrong claiming that we are discriminating him on the basis of race, ethnicity, ***, family status or disability.Again, this was baseless as we were ready to proceed and we have the most diversified team working for us. Also, this contradicts his new claim of SAFETY CONCERNS. Below if the email we received from him:******************************** reported via email 2 months ago (Tue, Oct 18 2022 at 12:13 AM)To:"******* @ All County Cumberland" Good morning,This email is to inform you that the discriminatory actions that have been taken against *********************** have been reported to HUD and the local housing authority. Cease and Desist charging my clients credit card for a property that isn't available or legal actions will occur.The agent was unresponsive and when responding was abrasive and unprofessional.Needless to say, discrimination based on race or ethnicity can be grounds for a lawsuit.Fair housing is the law in Georgia. Landlords cannot discriminate on the basis of race, ethnicity, ***,family status or disability.All these tenets are clearly outlined in Georgia Law.A complaint has been filed against this company and this is a formal declaration for you to cease and desist the charges to my clients credit card lest further actions be taken.Thank you,************************ 5 This was a misleading email and pretended to be from ************************, however, sent by *************** himself. We politely asked him to have his Attorney reach out to us to discuss the matter. No contact was ever made again by his attorney.6 Due to the whole issue, very important time was lost as other interested prospects were informed that the property was off market. This has considerably costs us as the property had to be placed back on the market and since then it has still not been occupied. Here is the listing link:********************************************************************************************* d/7 We acted professionally during this process and **************** was kept informed, as timely responses were provided. We strongly believe that this complaint is based on false allegations and should be discarded.Our payment processor also denied his request for a refund based on the sequence of events of him pulling out of the agreement after signing a reservation agreement.Thank you,

  Customer response

  02/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩