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:08/30/2022

  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.

  Received a letter lease was not being renewed and stated they would contact us to schedule a move out inspection. We never heard from anyone the entire time. Once we moved I contacted them to advise we had moved by our lease end date. I asked about the final walk thru and was advised there was no need since we already moved out. I advised I would still like the walk thru so no surprises with our deposit. The walk thru was denied. Today received a disposition letter with a list of the things they are charging us for. From a $2350.00 deposit receiving $903.00 back. On the list they are charging us for blinds not there when we moved in, wear coming out of wall by door and stains on the carpet things reported at the walk thru when we moved in and normal wear and tear (painting been there two years and it was poorly painted when we moved in). This is frustrating and I really don't want to deal with it anyone. I reached out as soon as received of charges on 6/15/22. Ive called and email 7/26/23,8/10/22 and 8/22/22 to response from ***************************** who replied one or twice stating she was new and had things to complete before she could address our concerns. Still have not heard from her or anyone at Encore. They are a bunch of crooks who will do anything to keep your money.

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair 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.

  Demi we moved in to a rental in Jan 2020. It is brand new housing that was finished building on Nov 2019. O/A Jan -Feb 2021 the master bedroom begin *************** a large amount of water. The complaint was notified they sent someone 2-3 weeks later to come patch up and not completely fix the problem. Within the next few months Ive bad to buy from ********** to patch, IcE called and requested assistance since this is a rental property. Into 2022 the second bedroom began to leak uncontrollably. I called they sent some 2 weeks ago, stating, whomever built the home didnt seal valves properly. The roof wasnt properly tacked the builders is **********************. Still current to this day, the second floor in a Tri level Home the carpet is still soaked and wet. The ceiling is cracked and wet and falling in, my attic where items are located is ruined. My kids rooms are wet. Ive placed numerous orders and still again waiting for the emergency team to show up and have not. They expect a full month rent but I have spent so much on keeping my kids safe its unbelievable. My lease is ** in Jan but doesnt look like Im going to be able to afford to stay here with no help on repairs

• Initial Complaint

  Date:05/28/2022

  Type:Service or Repair 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.

  Encore management is absolutely terrible!Jordan, who is apparently in charge doesnt know what he is doing.Weve been without a shower for months due to a leaking shower floor. They have came out to fix it over 4 times already in the last 6 months and each time they rig it up with no professional solution. The repairs dont work and they finally agreed to replace the entire shower. After destroying our bathroom and leaving a trail of dust and debri all over our home they left without installing a new one. Didnt clean up the trash or Sheetrock debri everywhere. Over a week later they come back with a new shower to install and left off parts of the shower completely.Not only that they left the shower door off and couldnt install it. Fast forward over a month later. We have holes in our wall. Cracked tile in the bathroom. No shower to use downstairs and no shower door. The walls are covered in dust and the entire bathroom is useless without the shower being installed. In the master bedroom the floors were soaked with water so we asked for a mold company to come access the water damage and that still hasnt been fixed. The carpet is ripped up and nails are exposed in the flooring. Weve reached 16 times asking for a update and asking for this solution to be fixed and still no progress. The entire bathroom has been useless for over two months. They keep closing out our maintenance request in hopes we dont open a new one and the entire process has been a unnecessary burden on our family.Jordan has hung up on us multiple times after simply asking for help or a update. Weve been extremely patient and nice to workers and even changing out schedule to let them inside on days they werent scheduled to come. Weve paid our rent on time each month but dont receive any help from the company.

• Initial Complaint

  Date:05/26/2022

  Type:Service or Repair 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.

  This company kept my entire security deposit of $2000 and they are requesting an additional $1222 for painting ea room and light bulbs etc. I was told to vacate in 60 days because the owner wanted to sale. I never did a move out inspection to go over all these charges that were fabricated. I moved into another one of their properties because I was having a hard time finding a place in this area. I had to have it deep cleaned, carpet cleaned and have holes filled with dirt because of several holes in the yard. The kitchen tile is lifting from a previous leak. I told them me and my 10 month old was sick from I believe to be mold. I asked them to send a mold tech out to check for mold. They still have not done this yet, its been a week. Meanwhile We are getting sick waiting on this company. This company has a lot of bad reviews and everyone says that they do not give back deposits as promised they seem to use the same charges to keep everyones deposit. Please help me stop this management company from doing anymore tenants like they have done in the past and now me.

• Initial Complaint

  Date:05/06/2022

  Type:Service or Repair 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.

  My air condition is currently not working, my house is 90 degrees. I requested for a technician on Monday 05/02/2022, the technician came on Tuesday put freon and left, the air was on for an hour and then stopped working. I've been calling, requesting for someone to come in and repair the *** no answer, my house is like a oven, I'm very unhappy. It seems like after you move in they don't know how to answer unless its concerning their money.

• Initial Complaint

  Date:05/03/2022

  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.

  I rented a TH and paid $4140. I arrived from ************* on 6/7 to move in. The house had sawdust everywhere on counters, ************** properly ventilated or cleaned beforehand. I began to have a bad stomach ache and headache and volatile vomiting throughout the moving day. By the evening, I began feeling rapidly worse and worse. My family became worried and scared as they saw me quickly declining. My daughter was only 5yo then. I couldnt breathe, could barely get up the stairs, and the volatile vomiting would not cease. I knew something was definitely wrong. These symptoms were exacerbated being in the home as I couldnt breathe inside the home at all! I knew I had to go to the hospital as I could hardly stand and felt like my airway was closing up. I drove to a nearby ** to be seen. Although my airway almost immediately improved once I exited the home, I continuously vomited, was lethargic and very dizzy. If I am exposed to latex I will have an acute severe reaction! (I ended up in the ** before.) The ** ran tests and determined I was severely dehydrated and showing symptoms of an allergic reaction. The Dr explained his belief that the allergic reaction was due to VOCs, presumably in the paint or adhesive compounds in the home.The Dr advised against returning to the home since my airway could become life-threatening inhaling the suspected latex particles again. I reported this asap via email to the office. The office apologized but said they would not let me out the lease despite my immediate health concerns. But I explained that I physically could not return to the home after discharge from the hospital. Never slept a day there & moved out within 48hrs. They offered no resolution and simply kept telling me I owed them money. My daughter and I had no where to live & they cared less. Now, theyre trying to put me into collections for move-out costs & early lease term fee. They are the epitome of callus. I could have died in my sleep from asphyxiation!!!

  Business Response

  Date: 05/03/2022

  We appreciate your feedback regarding your move in experience. While it is unfortunate that you had an allergic reaction upon moving in, personal health issues are not valid cause to void a signed contact. I will be happy to review the amounts that were charged to see if there is anything we can do about the move out repair costs. 

  Customer Answer

  Date: 05/03/2022

   
  Complaint: 17130524
  
  I am partially rejecting this response because: the decision is arbitrary. I made the deposit AND 1st months rent payment. The company kept my deposit obviously. In addition, the property was taken over by a new tenant within a week! So no profit/money was lost on their end therefore no one should be asking me to pay for anything further than what Ive already paid/LOST! Thus, I shouldnt be charged for another month or for paint touch *** when the move-out inspection was cleared and the property was left in the same move-in condition, minus a few possible minor scuffs from movers while removing the furniture out the home. I have photos of the property but painting is not a charge that should be assessed on the tenant. Never have I EVER paid for paint touch *** and this again, is also arbitrary. The companys efforts to seek out money and an attempt to harm tenants good standing credit is evident. They are money hungry and not professional or fair in their business matters. Theyve already taken ALL the money I had relocating down to GA last year. I was left with no home and no money. I wasnt offered compensation for hotel costs or losing groceries I had just purchased for the home. I was also not compensated with any other possible solutions by the leasing management company. No temporary housing, no relocation to another TH unit or anything! The company cared nothing about what happened to me and what that meant for my entire living situation. I moved from an entire different state and drove over ******************************************************************************************* to swell up and die if untreated. The home had thick layers of saw dust everywhere, obvious paint debris, and had not been ventilated properly prior to Leasing which made the air quality poor and latex still remained highly concentrated in the air. Yet no one cares about the gravity of my situation it seems. My law firm addressed the GA renters law which does speak to the home being inhabitable.  My law firm mailed a refund demand letter but it was dismissed and taken lightly by the company agent of Course. The rating & reviews are highly accurate & consistent. I shouldve read BBB first. 
  

  Bottom line, I should not be charged additional costs and arbitrary fees esp when the home was uninhabitable for my situation. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/04/2022

  As stated before. We as a company cannot dismiss a signed contract due to your personal health issues. I am unaware of any correspondence sent from an attorney. If that is something you would like to pursue you have every right to do so and we will forward the correspondence to our legal team. However, i am willing to remove the paint charges as a courtesy.