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:07/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The property management company is not fulfilling their duties and are lying to us consistently. When we moved in, they said the patio would be fixed immediately. They then said the owner doesnt want to put more money into the property. We havent had a working dryer since june 25th. The company will not answer our calls for days then come back with a completely different story than when we last spoke. On July 13th, we were told that a dryer was approved and ordered. On July 22nd, I called to follow up and they said they never approved a dryer and we would have to put our own in the condo. I asked for removal of the current washer/dryer and it is now July 26th and we still do not have a confirmation on a vendor coming to remove the dryer. We are lied to and have no contact with HOA. We had a complaint against a neighbor with the police called and the property management company never even contacted HOA. They lied about every correspondence. We are not being taken care of as tenants. I would like to speak to the owner of the property management company and the owner of our property.

  Business Response

  Date: 08/11/2022

  On 7/27/2022, I (Broker) spoke to the tenant regarding her complaints.  We discussed the issues in detail and I explained what I know about the situation.  It is our intention to manage all of our properties as directed by the individual owner of the property, staying in step with all habitability and other legal requirements.  Through a brokerage agreement with the property owner, we represent the owner and not the tenant.  Of course, we want happy tenants and try our best to make that happen.

  First of all, the move-in inspection for the property specifically stated that the washer and dryer were to be removed from the property.  For the time being, the tenants used the equipment.  On 6/25/2022, our company (APPM) was notified by the tenant that the dryer was not drying.  On 7/12/2022, the repair company reported that the dryer vent hose needed to be cleaned, and on 7/13/2022, a contractor removed the dryer hose, cleaned with a vent brush and vacuumed the dryer hose and vent.  At one point, the owner was contacted to inquire about replacing the dryer and he said he would consider replacing it if the cost was no more than $350.  A new dryer costs significantly more than $350, and therefore, that was not an option.  On 7/29/2022, our contractor removed the washer and dryer from the property.

  In my conversation with the tenant on 7/27/2022, she explained the issue with the *** of barking dogs.  She also told me about the negative interaction with another resident in a nearby unit.  She explained that there are several dogs in the nearby units that bark at various times and that she and her dog should not be singled out.  APPM does not manage the *** and we have no control over their notices and violations, however, that day, we contacted the *** management company representative about the issue. We then notified the tenant via email of the following "I (Property Manager) have asked the *** to contact the owner of the condo who is submitting the complaints so that she knows to contact the *** immediately the next time she experiences your dogs barking. This is to insure that the *** witnesses that the dogs are or are not barking so that we may proceed accordingly."  The tenant immediately contacted me after reading the email with concerns of this request.  I explained that if the *** contact can witness the barking dogs, that it may point to a different unit instead of hers.  

  We regret the issues and concerns of the tenant.  We manage several hundred properties and feel confident these issues have been addressed.

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17626312
  
  I am rejecting this response because it clearly states that as a tenant, I am not being taken into consideration when it comes to repairs and HOA communication. On 7/27 I expressed that my pool card is not working and it still does not work. Also, there are false claims in the response. I was not notified in the walk through of removing the washer and dryer. I was told if we do not remove it, the owner is responsible to replace. Your response also did not include any aspect of the patio being fixed.

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

  Business Response

  Date: 08/18/2022

  I have attached a copy of the signed Move In Inspection report that was signed by the tenant on the day of her move-in with the Property Manager.  This document was shared with the tenant via email and was placed in her online tenant portal on 3/16/2022.  On page 2, it specifically says, "Remove" next to the washer/dryer.  

  The HOA, which is an unrelated company to APPM, has stated to us that the amenities card/fob is active.  We have inquired again about this and are waiting for them to confirm.

  All of these items are not habitability issues, and therefore, we will continue to handle anything that is outstanding directly with the tenant.  

   

  Customer Answer

  Date: 08/19/2022

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 completed and signed a "Statement of Rental Policy" (***) one page document where we paid a deposit of $875 and a $150 administrative fee in relation to a Rental Property that was to be available on April 11th according to the *** (as indicated by the Lease Start date). This was after the company had consulted with the owner of the property. This date was a stretch for us but we decided that we could make it until the 11th and rented a hotel to get us to that date after staying with another family briefly. On April 8th, we received a phone call that the move-in date was going to be pushed back to the 22nd, so we made additional hotel arrangements near the rental location. We then moved back with another family briefly as the hotel was pretty unpleasant and they were going to be out of town over Easter weekend. We then found an Airbnb for the 17th through the 22nd.On April 20th we were informed via email that the move-in date had been pushed back to the 29th. I let the company know that the delays were becoming a real challenge and on the 22nd after moving back in with family members, we let them know that we were going to have to make other arrangements as we had no confidence that there would not be another delay.I requested a refund of the reservation fee and was told that it was non-refundable. While the form does contain the statement "Cancellation after 24 hours forfeits the reservation fee as liquidated damages.", they failed to meet the stated date of April 11th for the beginning of the lease term which caused serious hardship to our family.I am seeking the return of the $875 reservation fee and understand the $150 administration fee. The continued delays from the stated move-in date created an unusual situation that stretched the bounds of this simple agreement and revealed a business unwilling to take extraordinary circumstances into account.