Complaints

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• Initial Complaint

  Date:07/05/2023

  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.

  Recently leased a property through ***** Legacy Pooler. We received the keys on 06/09/2023. During my walkthrough on the 9th, I noticed that the property was not in move in condition. The walls were atrocious and disgusting. Just about every single wall in the home had either stains or multiple holes. The entire house needs to be repainted. The backyard door lock was broken. Multiple closet doors were in disrepair. The carpet was dirty and stained and needs to be replaced. I alerted property management immediately. A month later and numerous emails, the issues have not been fully addressed. The home is still is not fully painted. We actually had to repair the holes in the walls ourselves. None of the other repairs have been addressed. The carpet has not been replaced. We have paid deposit and rent for the first 2 months. We would like to either get out of the lease, shorten the lease or have our lease prorated for the following month for the time it has taken to complete the repairs.

  Business Response

  Date: 07/11/2023

  First let me state, we have responded to the Tenant directly with the same details included in the response below.  Secondly, with permission from the Owner of the property, we have offered the Tenant the opportunity to immediately terminate the lease agreement and the Tenant has declined.  The Tenant has decided to continue to lease the property as originally outlined in the lease.
  
  In response, I am sorry the Tenant feels the house was not acceptable for occupancy. We never indicated to the Tenant that the property would be painted nor would the carpet be replaced.  In no way did we promise the house would be free of imperfections. Marks, scuffs, dents and small nail holes in walls are all considered normal wear and tear items.  With the exception of a malfunctioning dead bolt lock between the garage and house, which we will repair, the items listed are all cosmetic in nature, considered normal wear and tear and are typically addressed at the Owner’s discretion.
  
  When the Tenant took possession of the home, the house had been clean, the carpets had been professionally cleaned and the lawn and shrubs were cut to our standards and the condition of the house was the same as the condition when the Tenant toured the home prior to making application and signing a lease.
  
  Furthermore, upon the Tenants request after the Tenant took possession of the home, we did reach out to the Owner to see if the Owner would offer to do any cosmetic work.  The Owner authorized us to have a painter paint a few of the walls in several of the rooms which we scheduled and that job has now been completed.  
  
  The Tenant and the Owner are both bound by the same lease which outlines the responsibilities of both Parties involved.  As the management company, we will make sure the terms of the lease are followed and any issues will be addressed according to the terms of the lease and Georgia law.  This will all be done in a professional manner.
  
  As stated earlier, I am sorry the Tenant did not think the home is fit for occupancy.  The house is in good condition, not in a state of disrepair and nowhere near a “slumlord” type condition as the Tenant has indicated in the Better Business Bureau complaint. In reality, there is nothing in the house to keep the Tenant from occupying the house and if the Tenant has not moved into the house since the Tenant took possession on June 9th, that is the Tenant’s choice and the Tenant’s choice only.
  
  As the Tenant has requested, we also reached out to the Owner to discuss the Tenant’s concerns to see if the Owner would like to offer any type of concession.  The Owner agreed to allow us to offer a termination of the Tenant’s lease, effective immediately, should the Tenant choose to accept that offer.  However, the Owner did not offer any rental reductions for the time since the Tenant took possession of the property as the property was suitable for occupancy. 
  
  To conclude, as I indicated in the initial paragraph, the Tenant has notified us verbally and in writing that the Tenant does not wish to terminate lease.