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:07/08/2022

  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.

  Date: July 31, 2021 to current date I was moved in for approximately 15 days in July '21 when I received a $360 plus water ****. Mgmt's solution was to "split the cost", with no explanation about overcharge. The same happened in Sept '21 when I received a **** for approx. $172; though there was a leak I identified prior to moving in and two more leaks that were identified by a professional plumber in November. (From July to November, mgmt allowed me to pay high water bills, knowing there were leaks). In October their repairman said he was leaving to get parts, he never returned. When the licensed plumber came in November, they refused to allow him to do the repairs and would not allow me to pay and deduct the **** from my rent. The manager's response to my complaint was to text " Would you like to terminate your lease early?". My response, " I'm not doing anything that will cost me more money. All I expect is for the property to be in good repair. You sent a qualified plumber who could fix the problems and then refused to let him do the job; yet you expect me to live without working toilets upstairs to save the owner/mgmt company money... Fix the toilets and address my concerns about being overcharged..." Nov 2, '21. Two toilets were eventually changed upstairs, with no discussion about the overcharges or about the broken leaky faucets in master tub, still not repaired. I have been paying on the water ****. It is not even in my name. Today I received a text stating, ... rental payment received but you have not paid your water ****. I then received an email thanking me for payment of $495.62 on the water ****. I did not authorize this payment, nor was I notified they would do this. Complaint about mold and other concerns including the documenting of repairs as complete that were never actually done, need to be in separate complaint due to limit on characters. Photos, videos of deficiencies and certified letter sent Oct. 30th available if needed.

  

  Business Response

  Date: 07/12/2022

  We appreciate **************** as our tenant, she has always paid her rent on time but is delinquent on paying her water bills. As property managers, we enforce the terms of the lease and only the owner can authorize repairs on their property. The tenant reviewed and signed her lease  which states the tenant is responsible for all utilities, we can apportion funds for outstanding fees (signed authorization), and the owner will not be responsible for any interior water leaks.  (Lease Attached). She was given the HOA/Water Company's website, username, and password so she can log onto their system and pay her water bills directly. She had access and managed to pay them sporadically.
  
  The complaint we are addressing is based upon the tenant not paying her outstanding water ****. She was aware of this outstanding ****, we advised her in writing ( see attached), as well as, in text messages. She also had access to the website to pay her **** directly. She ignored our request to bring her water **** current. The tenant moved in On July 31, 2021, per our records, two months later, the 1st water **** she paid was $178.08 on September 30, 2021, (she missed her October and November payments) her second payment was on December 23, 2021, for $63, 00. She missed her Jan payment and paid Feb 5, 2022, for $53. She missed her March payment and paid on April 22, 2022, for $78. She made a partial payment on May 27, 2022, for $74.17 and failed to pay her June and July water bills (see attached water bills). We placed her on notice of her water **** and included the outstanding ledger with her balance. We reached out to her again, for her outstanding water **** in July. She responded she paid her rent, we text her and stated she had an outstanding water **** and to bring her account current. No attempts were made by the tenant to pay the outstanding ****. We allocated her rent towards the outstanding water **** (per her lease) and advised her (letter attached), that she needs to bring her rent current. The tenant(s) average water **** is $77 a month ($924 annually) . She has paid $446.08. She has been there from 11 months - There was an outstanding balance of $478 which totals $924.00. 
  
  After filing this complaint the tenant is requesting access to the water company website to review the outstanding payments. Information on the website was provided to the tenant for her review. We are hoping these issues can be resolved. Her lease is scheduled to expire in August, so we gave her a 60-day notice the lease will not be renewed by the owner (prior to this complaint), but she is free to rent from our management company. We can address the other issues; however, they have no merit on this case. The tenant has agreed to vacate and the owner is responsible for authorizing repairs on their property. 
  
  

  Customer Answer

  Date: 07/14/2022

  To: Better Business Bureau
  Complaint Against: One Source Affiliates
  1. Affordable Property Management and Eviction is not a name that I am familiar with. I understand that both may be under one company umbrella; however, I would like my  complaints listed under the company name that I referenced in my initial complaint, One Source Affiliates. 
  
  2. One Source Failed To State Anything About the August 2021 Water **** In Their Response :
   There were two payments in the month of August, 2021.  The amount I paid on August 31, 2021 was $87.12 and *****************************/management  paid $87.35 on August 24, 2021.(See attached).  THE AUGUST **** WAS ACTUALLY THE FIRST ****, not the September 30th **** that Ms. ****** stated. 
  I was in the unit for half a month and I was being told I would have to pay one half of the water **** without any explanation or documentation of their calculations of the cost.   My move in date was July 31st  and the billing cycle ended August 15th, only 15 days in my townhome with an $87.35 ****.  It didnt make sense. I was shocked at the request and the cost. (Note: misquoted the amount  in my original complaint). The  September 30, 2021 **** in the amount of $178.08, was the second **** that I paid, not the first as Ms. ****** stated in her response.  I dont think it was an oversight, but an attempt not to have to explain why she did not give any thought to the preexisting leaks in the unit that would cause the ****(s) to be high in the first place. Please review the amount of the water bills prior to my moving in.  They had to know there were water leaks in this townhome before leasing this unit to me.

  
  The water leaks were an ongoing problem in this unit that went unaddressed and ignored for several months. My certified letter, text and emails were ignored. They would not let the  professional plumber they sent  fix anything  and I was also denied the opportunity to pay for the repairs, yet they wanted me to keep incurring an expense that was not sustainable, due to the leaks in the unit that were not repaired.   

  
  Maintenance does apply to this complaint because management ignored and/or did  a very poor job of addressing my concerns. Many of which have never been resolved, including the master bath tub that still has  two leaky, broken faucets.  Yes, maintenance concerns do relate to the water **** complaint. Managements failure to address ongoing concerns with leaks, mold/other  and disrepair in the unit absolutely apply to this complaint as it shows their disregard to fix anything in a timely and professional manner.  
  
  4. They respond when they think others are looking at their business practices. Once they are on notice about something, they backtrack to try to cover their missteps. Note: There was never a letter or any notice stating they would take the full amount of the water **** from my Julys rent. This did not come until  my rent had been paid and it seems after the complaint filed with the BBB. 
  Note: I sent them notice that I would not be renewing my lease on May 31, 2022  and days later they responded with a notice that the landlord did not want me to renew. If this was the owner's wish, it would have been sent well before May 31st, not after. Prior to May 31(See Attached) . The same about repairing the leaks that lead to those  large water bills. I believe they knew about the leaking tubs and toilets before I moved in.  Look at that amount of the water bills prior to my July 31, 2021 move in date. How could they not know and I wonder why they did not do anything about it? If the  leaks were repaired  in a timely manner, more so before I moved in, we would not be in need of the BBB, because One Source would have been doing Better Business. 
  Please read  ****** complaints about One Source Affiliates, especially the one star complaints.  One of which addresses this concern specifically. S.H. stated in their complaint, ...It's a company who doesnt spend money on fixing things. More concerning about this complaint is that they said one of One Sources  own repairmen made that comment.  I note this because this has been my experience from the very beginning, they absolutely do not take pride in maintenance.  When their own handyman left and never returned and they refused to allow a professional plumber to do any repairs I felt trapped in a very bad leasing dream. On November 2, 2021, I asked if the plumber had been scheduled for the repairs?  If not, I was willing to pay and deduct from rent.  *** ****** would not authorize me to do the repairs, nor did she have a date for a repairman to come. It just didnt seem to matter, they only wanted the water **** paid and they were willing to let the leaks continue. She did text asking  me if I wanted to terminate my lease early.  When I stated I didnt want to do anything else that would cost me more money *** then texted that she wanted me to call her so we could talk over the phone instead of emails and text because those could be misinterpreted. I felt that she just didnt want  her comments documented.  I also feel this is why she is acting as if repairs are not pertinent to this claim. 
  5. Resolution:  In closing, I know without a doubt that One Source Affiliates  is not trying to resolve any of my complaints.I  can tell by the tone of their responses and how they respond to other tenants' complaints in ****** that they feel they are never at fault.  Ethics would have to be a part of their regular practice in order for an agreeable resolution to happen with the water **** and the repairs. I believe they are more concerned about looking right than they are about good customer service and doing the right thing.   
  It is my fault for not doing a better job researching this company; however, they should take responsibility for ignoring my complaints and allowing my concerns about the repairs and the **** to go on for so long without ever trying to resolve the problems.   If anyone is going to be out of anything, they are going to be sure it is not them. Knowing this, my 60 day notice to NOT renew was in order and is the best resolution. 
  If they are going to keep the full amount of the water ****, without admitting to any of their wrongdoing, they can deduct it from my deposit.  I paid my rent, I dont have money to pay any portion of it again.  If it is going to be deducted, it can be deducted from my deposit. THIS WOULD NOT BE FAIR, NOR RIGHT,  but it is the next best resolution to my 60 day notice to not renew. Im pretty sure this wont be what they want either because they want to get as much from their tenants as possible, while doing the least.  To me this is very, very sad, because I know I have tried to keep them informed of my concerns about this unit before and during my stay. I have tried to work with them, but my efforts to work with them have been in vain.   
  I am hoping that my complaint will  help others that will be doing their research about One Source Affiliates  as well as hoping that One Source Affiliates will change their business practices to include better customer service, fair billing and quality and timely maintenance repairs.   
  Note: ************** journal, video, complete email and text history available if necessary.  Some documents have been uploaded for your review.   
  
  *****************************
  

  
  

  

  Business Response

  Date: 07/23/2022

  One Source Affiliates  are NOT the owner's of the property nor can we authorize repairs WITHOUT the owner's consent. Any repairs that were denied were based upon the response from the owner NOT One Source. As a company of choice, we would love for all of our owners to APPROVE ALL REPAIRS, unfortunately this does not happen and is beyond our control.  We are a very transparent company all communication from the tenant and vendors were sent to the owner and they made a choice which repairs they were going to approve. As noted previously, we advise the tenant to bring her water **** current. She failed to do so, but became upset when she was held accountable for not paying her water usage. 

  The tenant citied concerns from ******* As a noted, each tenant wants to blame the property management company for not repairing their unit, they do not understand the property management company DOES NOT OWN the property and cannot authorized repairs without the owners consent.  However, they want to hold the management company accountable, not the actual owner which is understandable, because they cannot reach the owner directly and is not aware of all the communication that is discussed between the management company and the owners. We employ all owner to make all repairs and diligently try to work and advocate on behalf of each tenant, but it is ultimately it is the owners decision. 

  In regards to the large water ****. The water **** was an accumulation of the previous tenant failure to pay, as well as, a vendor who left the water on when they were there to clean up the home prior to her moving in. Also, once again in the spirit of transparency the tenant was given access to the water company software, where she can review all previous and current water bills, even after the BBB complaint.  

  Finally, this complaint was a result of the tenant failing to pay her water **** for several months, approx 6 months out of a 12 month lease with the average **** being approx $77 for a 3 bedroom home in the ***************. 

  I am unsure what resolutions she would like from One Source Affiliates. She provided authorization in the lease contract regarding appropriation fo funds, she was aware she was using water every month and did not pay the water **** each month. NOT all repairs were authorized by the owner,  but some repairs were made so she could enjoy the home.  All work orders were addressed directly with the tenant, she even confirmed vendors were sent to the home to make repairs. The tenant is also vacating the property with the next few days. We can and is happy to provided her with a letter of reference if needed. 

  We would like to thank her again for her response and all complaints and reviews are taken seriously and we will try  to work harder with our future tenants so any issues that were addressed here against One Source is not duplicated. 

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17536800
  
  I am rejecting this response because:   They did exactly what I said they would do, blame the owner or the tenant.  What I have written is fact, the images are real.  The video history of repair concerns are also real.  One Source Affiliates IS NOT a transparent company. **************** IS NOT a priority. They are a company of excuses and blame.   

  Please note how they AGAIN, did not address the August 2021 ****, which they tried to ignore by stating that my billing for water started in September.  My first **** was in August 2021 as evidenced in the images I provided in my last response.  Notice how *** is still ignoring the fact that the August **** aligns with her statement to  "SPLIT the amount" without any explanation or documentation. She is trying to make it seem like  I just didn't want to pay my water.  I was consistent with payments the first few months, even though the bills were crazy high. During that time I explained that my ability to continue paying would not be sustainable if the repairs causing the high water bills were not addressed.  Fix the problem! Please fix the problem!... I was repeatedly ignored.   Again,  the amount can be taken from my deposit and I will send my address so that they can send me THE ACTUAL **** showing what I owe for July 15th to July 31st.  I hope that we do not end where we started, with me paying over eighty dollars for half a month.  Look for another complaint if this should happen.  Also look for another complaint if they try to find reasons to keep more of my deposit than they should. 

  Please note how very little they are saying about the repairs.  LACK OF CARE TO THE REPAIRS HAVE EVERYTHING TO DO WITH THIS COMPLAINT.    

  My notice to not renew is the BEST resolution.   I'm leaving, but I hope that One Source Affiliates will use my complaint to commit to Better Business moving forward.  This experience could be the start of actually doing better business for all of their customers.    They can start by hiring  PROFESSIONALS to do the repairs or by holding their current repairmen accountable for poor workmanship. The practice of ignoring tenants should cease. If you don't know the answer, be honest and give a reasonable date that you think you will have answers.  They can also be an advocate for their tenants.  Because of my horrible experience with One Source Affiliates, I was introduced to a small business owner who manages properties.  Their response to their property owners is that there are certain repairs that MUST be done.  They try to work on behalf of the owner and the tenant and they let the owner know what needs to be done without a doubt. If a bandaid repair has been done in the past, they are quick to let their owners know that something more must be done to remedy the problem.    They are willing to lose the owner as a customer so that their company name will not be marred by tenants who have legitimate complaints. They understand that their company name is what tenants know best and they are not willing to let a cheap or irresponsible owner damage their company name.   They want to make a profit, but not at any cost.   I know One Source Affiliates can be this type of company if they just take a step back and think about what they could have done differently.  Word of mouth is great advertising. As their practices get better, I know that customer satisfaction will also get better.  They seem to feel no remorse foR how they have treated me, but I still hope that they do better for others moving forward.  

  I will contact the company this week to see when we can do a walk through of  this townhome, my lease ends on July 31, 2022.   Thank you BBB for providing this platform to consumers and owners.  This is the most heard I have felt all year.  

   

   

   

   

   

   

  

  Business Response

  Date: 07/23/2022

  Thank you for your response. Our office will reach out to you to complete your move out inspection. Thank you again. 

  Customer Answer

  Date: 07/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** in which nothing was really said to remedy this situation.    Thank you again Better Business Bureau for this platform.    I am done. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/02/2022

  Type:Product 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.

  I moved out of a property managed by One Source in January 2021. Please see detailed move-out letter attached. I was given a partial refund of my security deposit. As of March 2022 One Source filled a collection against me for $456 with a collection company called *************************************************. I contacted the owner to find out why and did not receive an apology or explanation. I would like this removed from my credit report immediately. This is horrible business practices. What company has the right to randomly put collections on your credit report then instruct you to dispute it.

  

  Business Response

  Date: 07/07/2022

  This amount should not be on their credit report. We need her to dispute this charge with the collection agency, so we can officially have it removed from her credit report. Here are the instructions we received from ***************************** - Do not contact or accept payments from tenants.
  If a tenant contacts you about this debt, have them call the collections agency at **************.

  Once contact is made, we will agree to have it removed. Once again, we apologize for any inconvenience. 

  Customer Answer

  Date: 07/07/2022

   
  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,
  
  *************************