ComplaintsforDreamstone Property Management

• Initial Complaint

  12/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am currently leasing with this company. However these company has horrible communication I have had a lease with them for the past three years and I just currently signed my new lease. I signed the new lease knowing that this company is really really unprofessional however for the sake of my child I did not want to move and relocate her having to change schools being that this is her last year in elementary. I have had several complaints about maintenance issues however these complaints are not taking serious by the company. I had to make several maintenance requests before I can get someone to come out and fix some thing. Even sometimes when I make a request I get an auto email stating that my request has been canceled even though the company had not fulfilled the request. There have been several management changes since I have to stay in this unit how many I cannot tell you but I know there has been at least three staff changes. Any time this company is seeking payment then there is no issue with communication. Every time the rent is due or going to be late you receive constant reminders about those issues. Even when I called the companys phone no one ever picks up unless I choose the option that I am a owner looking for property management. That lady has picked up the phone a couple of times for me and was helpful those times however she has not always been here and youre not always able to press her prompt when you call. With all the issues that I am having with this company the rent continues to increase on the annual basis. When I moved here I was paying $1250 Right now the rent is $1550. I even paid throughout Covid I never asked for months off. I feel that this company has a lack of respect as well as a lack of care when it comes to the tenants who occupy these properties. I am very dissatisfied with the service that I have received from this company over the years I think that these companies should be penalized or punished.

  Business response

  02/14/2023

  Thank you for your email and the attachment. Upon review all workorders for the home have been completed and responded to within 72 hours. Our Maintenance coordinator has reached out to the tenant and the tenant stated she will enter a work order at a later time , that she recently noticed a leak over the weekend.

   

  The tenant continues to pay late causing additional fees to the rent, now being filed under eviction.

   

  It has been brought to our attention that the Tenants have received multiple violations from the *** for not abiding by the community rules and regulations. The tenants were just recently charged by our vendor for having to move furniture which was the tenants responsibility to do during a work order repair. Because these are individual homes there is a tenant responsibility aspect that goes with the contract that the tenants are responsible for. As for the increase in rent this is data driven by the market and the tenants are given ample opportunity to deny the increase and move.

   

  We are not willing to lower the rent or give any discounts for this home. In the case the tenant can no longer afford the home they will need to give notice per the contractual terms of the lease.

   

  Thank you in advance,

   

  ****

   

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dreamstone has gone through several staffing changes in the last few months. With each change, their communication has worsened. I have now sent them 5 emails in the past week, filed an online request for contact, made several phone calls, and left a voicemail. None have received a response. They evicted one of my tenants in August but sent me no communication on the issue or the eviction. That was almost 2 months ago and they have yet to contact me about placing a new tenant--one of their responsibilities as my property manager. They were also supposed to complete some time-sensitive maintenance requests as mandated by the City. They got quotes for the work and I sent them the funds back in August but I have received no confirmation or proof of work completed.

  Business response

  10/18/2022

  This issue is corrected .

  Customer response

  10/25/2022

   
  Complaint: 18172101
  
  I am rejecting this response because:

  1. Someone, *******, did contact me to discuss and scheduled a call for a Friday October 6th. However, he never joined the call and I have yet to speak with him or anyone else on the phone. 
  2. I sent him an email immediately following the missed call (on Friday morning) and he did not respond until Monday Oct 10th after hours (5:30 PM) with an email. He did not make any attempt to reschedule the missed call. 
  3. I also sent an email on Oct 18th which received no response. I followed up today and will hopefully gain additional information. 
  
  To date, I have a duplex which I am paying them to manage, yet they are incapable of doing so. They refuse to provide me with timely information on my tenants and a pending eviction. The eviction was filed in August, for which I was charged several hundred dollars. Apparently as of October, the tenant has not yet vacated and Dreamstone is doing nothing to remediate the issue. 

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

  Business response

  11/01/2022

  Hi ******! Our apologies for the lack of communication from our team, we have been establishing new processes and systems to improve our communication all of which we were working on in October and have finally finished the implementation of these systems. Regardless, that does not make up the miscommunication from our team regarding your property. In terms of eviction timing, unfortunately we have no control with how fast the courts are processing evictions, we have had evictions in various counties that have yet to have a hearing scheduled even though the eviction was filed in May 2022, the courts are unfortunately just that backed up at this time and requesting emergency hearings is falling on deaf ears. Evictions are averaging 3-6 months in Georgia, however that should have been communicated up front to you. We're sorry to see that you've terminated your management with us and best of luck with your new management company.

  Customer response

  11/08/2022

   
  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. While they haven't resolved my issue, they have acknowledged their gaps and need for improvement. Hopefully they will be able to fully staff and support their clients going forward.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are so out of touch with their tenants. They use an answering service that takes messages that never get a response. Property management is a joke if you are never available for your tenants then whats your purpose. I also have maintenance issues thats been going on for months with no response it ma beat the previous maintenance issue that went 6 months unanswered

  Business response

  09/19/2022

  Our apologies that you were not able to get ahold of any one through the answering service. We recognized that the answering service vendor we were utilizing was underperforming and not answering or directing calls to the appropriate staff within our organization. We are in the process of building out a better system for answering phone calls. Please note that we do have an online portal that you have 24/7 access for submitting work orders which are typically processed within ***** hours. If you have any future issues or wish to submit a work order for the unanswered work order mentioned in your complaint, please do so through your tenant portal for a faster response.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is regarding the way this Establishment conducts their business in such a way it almost seems illegal, regarding their "Lease Agreements", I'm a current tenant. However I was an existing tenant prior to the aquisition they made. For starters I've never met not one person from this company. My first ledger/bill from this company was me owning rent for the month of October 2021, which is the same month the aquisition took place. That was Red Flag Number 1.. The matter was then corrected. I haven't had not one issue other than the next door neighbor hiring her own team of "maintenance" (Very sketchy looking guys) to fix the ** unit at 11:30p.m. They admittingly broke the lock to the crawl space/storage unit downstairs which is directly underneath my side of the home. Not knowing what was going on I grabbed my firearm and proceeded to where I thought the noise was coming from, which at the time sounded like they were inside my home since the HV** is directly below the room I was in at the time. I questioned the 2 guys, I took pictures of the evidence they left. I contacted ********* via email regarding the situation. A couple of days later a maintenance man came out and replaced the locks. Now that my lease is up for renewal, I'm seeing charges like "Lease renewal Fee $100" which wasn't in my initial lease. I contacted Dreamstone and Elora cancelled that lease and sent me another Lease via email. Now this lease states that I'm responsible for cleaning the gutters, which also wasn't in my initial lease. If I'm responsible for the gutters why isn't the Property management company not responsible for cutting the tree limbs that are are causing the gutters to become clogged? This company is using jargon via their Lease Agreements to past the buck onto tenants. I've never in all my years of renting had to deal with being responsible for the EXTERIOR of and rented dwelling that is technically a Duplex. After reading other tenants complaints this one seems to fit

  Business response

  11/01/2022

  Hi *******! When Dreamstone took over management of your property last year, we were still operating with our COVID-19 protocols and were not visiting properties unless it was necessary for our staff to do so. Also, Single Family Rentals typically do not have as much in-person interaction as one would have at an apartment complex. As for the transition date issue and your ledger, we do apologize about that error, our portal automatically added in the charge code for the month of October as we did not receive notification from the outgoing management company that you had paid October's rent. As for the ** issue, unfortunately the tenant took that issue into their own hands and did not notify us of any issues with the HV** system in their unit. We apologize you had to deal with that situation and please notify us in the future if you find this situation happen again. 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 23, I first notified Dreamstone Management that my air-conditioning was malfunctioning thru their Resident's portal. Per section 10 of 1.15 Care and Maintenance of my lease, the Landlord is responsible for care and maintenance of the air-conditioning unit and that they should be notified asap when it is not working, which I did.No action has taken placed to repair the unit. I have subsequently placed several maintenance request on July 11, July 9, July 7, and most recently a maintenance request was sent today July 12. I also called this morning around 8am to Dreamstone Management's Emergency Number, and the voice service refused to take my message to pass along to Management. I have called several times to the number listed on their website which I assume is an answering service. Another message was sent to the office, but I did not speak to someone directly. Only one person has reached out via text. His name is "Will". He describes himself as the Dreamstone vendor/contractor. He stated ****-"a technician" would call me on July 11. **** never called on July 11, and I reached out to Will, advising him that the technician never called and the problem is not repaired. He stated via text "no, he has not. I have to get Dreamstone." No work and no further action has been done to repair the air-conditioning problem. I have underlining health conditions and debating if I should seek alternative living arrangements, such as a hotel, since I don't have family here in *******. I am seeking immediate repair to the air-conditioning unit or hotel accommodations to be provided by the landlord until the unit can be fixed.

  Business response

  03/31/2023

  This item has been satisfied and closed out

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well understand that we have to do things that are necessary and we were told that we have to get out in 60 days because they sold the home but in the last 60 days none of the repairs that were necessary for us to live in the home um has been taken care of and we continue to hit roblock after roblock which makes absolutely no sense to me. I understand that things happen and I'm not upset about that whatsoever my only concern and disappointment is the fact that we have submitted workorders that work orders that are not getting repaired and those work orders are for a safety we have a roof collapsing right above the interway we have a dangerous electrical issue where the light in the kitchen has dropped and fell and now it aint given time that those wires are now loose in life nobody's came to repair this stuff we've not heard a phone call from a vendor Nothing and it's because we're paying the money and we've paid on time have been great tenants for the last 9 years and this is ridiculous.

  Business response

  07/09/2022

  ******************, we apologize that you felt like the repairs in your home were not being performed up to your standard. We had sent a tech out to repair the dripping ac line, which was rectified. We did have a technician assigned to perform the other repairs noted, however, with the sale of the home, the owner of the property wanted to wait until the property was vacant, which you all moved out of on 6/30/2022. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been residing at my current address for almost one year next month, my property management company hasnt answered to any of my maintenance request since I moved in. This is unacceptable and it also appears that they are being fraudulent in updating their system to say that they have completed such requests. I can never get anyone on the phone that can assist me with these issues. Every time I speak with someone there is a new manager supposedly taking care of the issues. NOTHING has been done, a year later and Im disgusted The cost of my rent is going up 200$ and I am certain that I am within right for diminish able value for the issues/ repairs that havent been adhered to.

  Business response

  07/09/2022

  Good afternoon - after reviewing the work order log, it looks as if some issues have been handle but not all the ones requested. We have had some turnover in our maintenance department and looks as if some of these missed items were lost in the shuffle, we do apologize for this. We are reviewing these items and will reach out shortly with a solution.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is Diamond located at the ******** Point address. I am in the third trimester of my pregnancy and have explained this multiple times with the ** being broken and being extremely uncomfortable. We are tenants that currently serve in the military and they know, and being mistreated. I placed a maintenance request Monday May 2nd, 2022. No one contacted me about a time or day of possibly coming out to look at the ** unit being serviced. So I called the emergency line and some one came on Tuesday May 3rd 2022, the maintenance guy said its an electrical issue he would come back tomorrow. May 4th 2022 comes and the maintenance guy comes and says its a fuse, I will be back tomorrow. May 5th 2022 comes, he says the ** needs to be recharged and need freon as it is completely empty I will come tomorrow and ask Dreamstone to approve the repair. May 6th comes, attempting to get in contact with the maintenance person, no answer all 5 times. Called the main line twice 11 am and 2 pm, was told the message has been sent and attempt to call the manager as well please give us some time and call back. 4 pm hits, its a different person Im extremely frustrated at this point and hung up and called the emergency line. The lady sent a detailed message, read it back to me explaining the situation to get someone out here. 6 pm comes calls again and the lady says its probably best to put in another maintenance request so they can see it first thing in the morning. We all know the weekend the office is closed. Got no call or text regarding anyone coming to fix the **. So I just got a whole week of run around answers and no one actually trying to fix the ** and I have been nothing but polite and patient. We have made all of our rent payments on time, but I guess that doesnt matter because the company got there part, we dont matter as the tenant. We never have a maintenance issue during our time here but this one and we get treated as if we below the soles of the companys feet.

  Business response

  07/09/2022

  Good afternoon Diamond - after reviewing your work order and complaint history. We do want to apologize for how your situation was handled. Dreamstone has had some turnover in the maintenance department and with our AC vendors, as you may know, this summer in ******* has been very hot and all our AC vendors have been stretched very thin. Regardless, this was a process issue internally with an employee who is now no longer with Dreamstone due to performance issues related to your work order request. We are sorry to see that you're not renewing your lease and hope that this situation was not the driving factor behind that decision.

*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. ↩