Complaints

This profile includes complaints for KMB Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  KMB Property Management

  916 Maiden Lane Iowa City, IA 52240

• 

  KMB Property Management

  625 1st Ave SE, Suite B Cedar Rapids, IA 52401

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:01/08/2025

  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.

  At the end of July 2024, when the lease ended, my college-age daughter moved out of the apartment we rented for her from ***. I had paid the deposit. In an effort to get back as much as possible, we thoroughly cleaned it before returning the key.*** kept $100 for turnover cleaning. Is it legal in **** for a landlord to retain a portion of the deposit for routine cleaning? After I sent 4 emails, ****** ******* replied. She included a link to the inspection report and 5 photos. The report said the apartment only needed "a quick touch-up clean." She said the report noted "there was hair on the toilet, crumbs still in the fridge/freezer, soap scum still in the bathtub, and the dishwasher needed to be cleaned." $100 is too much for a quick touch-up clean. 15 minutes and a damp rag would've gotten anything we had accidentally left behind.I explained that the apartment and its fixtures were old. Much wear and tear occurred before my daughter lived there, which we reported on her move-in checklist. We scrubbed the "soap scum" area repeatedly and could remove the marks, which were not soap. One of the photos was of a cigarette burn on the edge of the bathtub, which we reported upon move-in. I was told repeatedly that we would not be charged for any existing damage or wear and tear noted on her move-in ************ one at *** replied. I called 4 times in October and November. The people who answered the phone politely said they would ask ****** to reply to my response, but she has not. I believe she did not have a legitimate reason to keep the entire $100 after my response to her email, and therefore chose to ignore **** have been asking for some portion of it back. $30 to wipe out crumbs from the refrigerator door seal and detergent residue from the dishwasher is far more reasonable than the full $100. I do not believe *** paid an outside company to come in and clean, considering we left it more clean than when my daughter moved in.

  Business Response

  Date: 01/16/2025

  KMB Management sent the attached email with photos replying to the initial inquiry for the $100 charge. A professional cleaning service was hired for the cleaning of the apartment and that took place on July 26, 2024. The invoice that was received is attached, charging $195 for the full apartment clean. KMB Management did not charge the entirety of the cleaning invoice to the resident but took in consideration the condition and cleaning items that were needed upon move out to determine the portion of the deposit. 
  
  The resident was not charged for wear and tear on the apartment. If the complainant is asking for a portion of the deposit back to settle the complaint, KMB Management will be willing to issue a $70 refund for the deposit to the forwarding address that is on file, which is the same address listed above. 

  Customer Answer

  Date: 01/17/2025

   
  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. I look forward to receiving the $70 refund check KMB offered in their response.
  
  Sincerely,
  
  ******* Honig ***********

• Initial Complaint

  Date:08/01/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  On July 16 KMB Property Management showed me 522 S ClintonSt#***. The 18th I paid a 50$ application fee, and was approved. At the tour of ***, the employee didnt know about the utilities and said he was a replacement. Then KMB sent a tour survey but the unit# in it was not ***. The 19th 5pm KMB said via phone that *** was leased and the # available was ******* had a foul smell. I asked for my money back. KMB mislead me into applying to a leased apartment. The 24th 7AM, I received via email a letter.It said the payment of $50.00, posted on 7/18/2024, has been returned. And: A $40.00 fee has been added to your ledger for your returned payment. The current balance on your account is $90.00 and is due immediately in order to avoid further fees and ultimately legal action. Please remit payment using one of these options: -Drop off during office hours (8am 5pm M F) -Drop into the secure drop box in the front office door after office hours If we do not receive payment by 2pm CST , you will begin to incur late fees and we will need to take the appropriate legal action. -No warning, no explanation, no option to pay online, and 6 hours to pay-. The 25th, I asked for clarification. Until 24th any extra charges appeared. The 27th, KMB replied: () your payment information was typed in incorrectly. There is a $40 fee for all returned payments. The current balance due is $90 because you still owe the application fee, and now the returned payment fee as well. The application receipt says the payment is from savings, but it should be checking. Hills Bank affirms they automatically correct this and that it was rejected by KMB side.I ask for:1.The 50$ application fee to be waved 2.The 40$ fee to be waved (There have been no returns)3.Open and up to date communication about any extra fees and legal actions, that have taken place against me now or will in the future 4.If KMB refuses to any of these what course of action KMB proposes for resolution

  Business Response

  Date: 08/08/2024

  We had two available units of the 35 apartments left in this building at the time ******* toured the building, with this unit being one of them. During this period, we have between 2 and 3 unique showings each day as this community is in high demand. ******* toured one of the units on the morning of 7/17 and submitted an application on the night of 7/18. During the approximate 48 hours between the time she toured the apartment and our office reached her regarding her submission, another person had put down a deposit for the unit she wanted, which is not uncommon during this heightened time. An application does not secure a unit, a deposit and signed leased does. We showed her the other vacancy in this community - the resident was moving out of the same day and we would have it ready by August 1st but ******* was not interested. We had another showing scheduled at a different property and ******* never showed up.

  The charge she is referring to is the application fee and it hasn't even been paid, as she entered incorrect banking information and our 3rd party processor rejected the payment. We apply a $40 NSF fee for returned checks or NSF and there has been no money paid - application fee or NSF.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22075561
  
  I am rejecting this response because: The ONLY unit that was shown to me on July 16th was #*** and I have evidence to prove this. In fact ****** and ****** show in the history that the listing for #*** was removed on May 15th,2024. Screenshots attached. This was 2 months before they gave me a tour of #***. And #*** was only shown to me on July 20th after I had already applied.
  About the bank account, If KMB had a problem with the payment the first action should have been to contact me, asap, so that I could rectify the information, they could have even asked for a void check.
  KMB has no grounds to charge me some fee for refunding, when there has been no refund at all.
  Since there has been no money movement, I ask that KMB immediately removes ALL charges from the ledger, and backs off all legal threats and actions that may have taken place against me.

  
  ************************* ******

• Initial Complaint

  Date:04/23/2024

  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.

  Dear ***/*****,I am writing to file a formal complaint against KMB Property Management regarding an ongoing issue with the malfunctioning appliances in my rental unit. Despite numerous attempts to address the situation, the property management company has failed to resolve the issue, resulting in significant inconvenience and financial loss for me.For the past six months, I have been experiencing continuous problems with the freezer in my unit. It has been malfunctioning, causing items to thaw and spoil repeatedly. Despite reporting this issue multiple times through maintenance requests and voicemails, KMB has failed to provide a permanent solution. On the occasions when maintenance personnel were dispatched, the problem was either misdiagnosed or incorrectly labeled as resolved without any actual fix being implemented.The situation reached a critical point yesterday when the freezer completely broke down without warning, resulting in the loss of all the food stored inside. This loss could have been prevented if KMB had taken appropriate action to address the underlying issue in a timely manner. Additionally, I have recently noticed similar problems with the refrigerator, which is no longer maintaining the necessary cold temperatures to preserve food properly.As a tenant who pays rent on time every month, I expect to receive appropriate living accommodations, including functional appliances to store my food. KMB's failure to address these maintenance issues in a timely and effective manner is unacceptable and has caused undue hardship for me.Therefore, I am requesting the following resolutions:Reimbursement for the cost of all the food items lost due to the malfunctioning freezer.Replacement of the malfunctioning freezer and refrigerator with fully functional units.Improved communication and responsiveness from KMB regarding maintenance issues in the future.

  Business Response

  Date: 04/25/2024

  KMB received an initial request for a freezer not working in September 2023. A KMB maintenance technician assessed the issue and determined the freezer was currently working but it was old and recommended replacing soon if the problem persisted but the internal temperature of the freezer at the time was 32. 
  

  Seraphina followed up with an email November 13th that the fridge was still not working. November 28th KMB had not yet heard back from the Landlord on if they were willing to replace the refrigerator that was intermittently working and seemed to be at temp when KMB technicians were out. 
  

  The landlords confirmed with our Property Manager that they would be replacing the refrigerator December 1st with a delivery date of December 4th. They confirmed they had discussed with residents and coordinated with Lowes. This is not an uncommon practice for these Landlords to coordinate replacements directly with residents. KMB thought this matter was resolved. On Monday, April 22nd, KMB received a new request for the freezer still not cooling and now the refrigerator was going out. Upon looking into the issue and reaching out the landlords, it was discovered they had the incorrect unit number and replaced the incorrect refrigerator in December. 
  

  I, ***************************, have reached out to ******* and ********* in the attached email apologizing for the miscommunication and subsequent large inconvenience of the freezer intermittently working. The unit is being replaced today (March 25th) and a credit has been added to the account in the amount of $270.46 for the reimbursement of lost groceries that was sent in by ******* on Wednesday, April 24th. This was a result of KMB miscommunication and assumption that the problem had been resolved when the landlords confirmed replacement of the refrigerator. KMB will be following up with ******* and ********* as the Property Manager in the future to confirm the replacement/repair with them moving forward should there be another instance where the Landlord is performing repairs themselves. 

  Customer Answer

  Date: 04/25/2024

   
  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:02/07/2024

  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.

  Hi my daughter and 5 other ladies are renting a house from **************. There washing machine broke working on 5 weeks ago. They have contacted them several times. Its been a couple weeks since they have seen anyone. The maintenance guy has worked on it twice but couldnt fix it. For the last 2 weeks they were supposed to replace it but have never been there. I dont care for them lying constantly and taking advantage of a bounce of college girls. The last thing they should be worrying about is not have a working machine. Part of there contact is to have a working washing machine. Most of the ladies have jobs on the side and shouldnt have to worry about finding a place to do laundry. My daughter said you can never get a hold of them by calling you get a voice mail every time. They are lucky to get a email back. What I dont understand how hard it is to just go buy one at a local store they keep acting like it was on order. Thats a terrible excuse. For a company that big they should have new ones sitting in a warehouse to swap out when one does work. The one in there basement is in pieces and has been like that for over 2 weeks. Any help would be appreciated. My wifes name is on the lease as a co signer so I thought it would be fit for me to complain. Thanks

  Business Response

  Date: 02/07/2024

  We have been out to fix the washer on 9/08 and 9/25.  See resolutions from the work below:

  9/8:  Washer- basement- very bad clog in washer drain pipe. Dismantled piping and snaked and cleared out drain stack. Discharges water properly. NTC 
  Hrs- 1.75

  9/25:  Washer-basement- filled washer drum 3 times full to top and drained. Also ran shower simultaneously. No leaking anywhere. Instructed tenants to monitor and report with pictures and video if problem persist. NTC 
  Hrs- 1.5

  We were notified there was an issue with the washer on 1/3 and we got out to the property on 1/8. It was at that time that we needed to replace the washing machine.  We do not have appliances on hand as that is cost to the owners of the properties we manage to have appliances sitting in a warehouse.  We also do not have a warehouse to store appliances as we are a property management company, not an appliance vendor.  We placed the order with the vendor we normally use and there was a delay.  We are going to get another machine and will be installing it today. 
  

  Customer Answer

  Date: 02/07/2024

   
  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:12/27/2023

  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.

  Background: I moved into a KMB Property in ********** in November of 2020 and lived there until July 2023. I never missed a rent payment, and left the property in better shape than I received it in. First: As of 10/31/2023, I have a debt collection for 2 lightbulbs that KMB is saying I didn't replace. Previous to this being sent to collections, I contacted KMB via written dispute twice, multiple emails, and even more phone calls asking for this information, and to discuss the bills. I never received a single response, via mail, email or phone. I consistently was told that I would receive a response when I would call to check in. Now suddenly it has been sent to collections with no warning. Second: the lightbulbs were all functioning when I left, and previous charges (wall damage, missing tiles) were removed from my bill after the disputes, but I was never told this or why they were removed and the others were not. Third: KMB never returned my security deposit of $630. I have a signed lease stating this deposit, but KMB is saying they never received it. It was required for my leasing of this property, so funny that it's now somehow missing. Finally: ************** should be condemned. In the 2.5 years I lived there, the bathroom ceiling fell in three times, with toilet water from the unit above drenching all of my belongings. Despite the maintenance guys all saying the pipes needed replaced, the owner consistently refused and they simply added tape and replaced the ceiling tiles. One of the lightbulbs referenced in the remaining debt collection is a bathroom bulb which functioned fine when we moved out. In the last three days of living there, the leak occurred again and maintenance men took apart the bathroom to fix it. I assume the missing/broken lightbulb is from this problem. For all currently residents - take pictures and document EVERYTHING. They will come after you for every tiny thing.

• Initial Complaint

  Date:07/24/2023

  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.

  KMB Property management has been notified several times over 3 charges on our account that they have yet to fix. Every time we call we get some rude worker who tells us theyll get someone notified and back to us but nothing ever happens. The charges were agreed to be dropped if we made rent before the court date. We did. They still posted the charge and then posted a note on our door about the charge which in itself is a charge. We've been wanting to renew but they tell us to pay charges before we can sign a lease. Guess where our problem is? The charges that we cant do anything about except wait on a unreliable company with so much lack of communication. The term of our lease ends in a couple days and they have yet to resolve these issues.

  Business Response

  Date: 07/24/2023

  **** was in our office at 11am today and met with our Leasing Manager and Owner.  We have known that he wanted to renew for a while but it is our process to do an inspection. We were not able to get into his unit as he had a unapproved lock on the door.  We were finally able to get into the unit today and he signed his renewal in person in our office.  He had no complaints or balance on his account at that time so this review comes as a complete surprise to us.  He left our office happy and had no mention of the issues in this review.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20361494
  
  I am rejecting this response because: I posted complaint with screenshots and details of what im talking about, but if you want to overlook my issues and only respond to what you can counter point then be so. We paid the charges on our account because you guys couldnt change it for months, than some roid raged a** disrespectful landlord ***** comes and yells at my gf saying we have 1 hr to renew or we get evicted. even then she showed him her side of emails and of course even the landlord says he cant do jackshit himself. If you guys couldnt fix charges in a month you think i had hope yall were gonna do it in an hour? I saved myself and my cotenant from being evicted by paying off these false charges and renewing. You want to credit me for this? or ignore this issue for another lease term? this is what this service does. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/26/2023

  I apologize if you think I didn't address your concern.  By you paying the fees, and not saying anything about them while in our office speaking with our Property Manager, I made the assumption you no longer had issues with the charges.

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20361494
  
  I am rejecting this response because: Again, the landlord was at our unit. ******* were brought up, to his face, with proof, with details, and yet nobody could do anything but tell us we have an hour to pay or get evicted. I don't see you trying to credit us or anything. If you actually took notice to my complaint, there were screenshots going back months over this issue. Direct communication to you, from us. There is no room for assumptions when our side has always been pushed. Please do better. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/26/2023

  Complaint: 20361494
  
  I am rejecting this response because: Again, the landlord was at our unit. ******* were brought up, to his face, with proof, with details, and yet nobody could do anything but tell us we have an hour to pay or get evicted. I don't see you trying to credit us or anything. If you actually took notice to my complaint, there were screenshots going back months over this issue. Direct communication to you, from us. There is no room for assumptions when our side has always been pushed. Please do better. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2023

  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.

  On June 3rd my fridge stopped working in the middle of the night. I came home from work at around 11pm and my fridge was shut off and it caused a power surge that tripped the *** outlet to the point where it wouldn't reset if you clicked on the button. I called my property manager and was transferred to the emergency maintence line. The operator said they'd send someone out that night and nobody ever came. I tried calling my property manager the during business hour on the 5th and nobody answered, which is not unusual. I put in a maintenance request and it took them over a week to even call back, let alone send someone out. When they did send someone out, they said "everything in the apartment is working fine" since the fridge popped back on somehow. I told them it is not and I lost all of my food and the maintenence person accused me of unplugging it. I told him it was possibly a fuse that is blowing but somehow all the fuses are fine. Fast forward a couple days and the fridge is out again. They decided to replace the fridge with a "new" one, which I thought would be the end of my problems. The fridge stopped working within three days and by the time I woke up to all of my food being spoiled once more. I put in another maintenence request, they sent ACE out to replace a part, the fridge works for another 5 days and breaks again. I called ACE directly this time and they were out there the next day. This was back on the June 28th. The fridge is working, but they said the condenser looks like it's going out so don't get my hopes up. All through the month I have had to buy restaraunt food because I had nowhere to store anything. I have tried to get ahold of the property manager ******* regarding reimbursement since the fridge is covered in the lease but every time I do they either don't answer the phone or are conveniently out of the office. I've been trying since June 18th. I am being hit with a 3 day notice due to me taking the lost food out of my rent.

• Initial Complaint

  Date:06/07/2023

  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.

  I rented this apartment on May 12, 2023, on the basis of having two personal criteria which the unit was advertised as. Affordable, with Central Air Conditioning. Upon move in, I noted in the move-in check off paper I was given, that the Air Conditioning (**) did not work. On May 24, 2023, I filed a maintenance request with KMB Properties to fix the *** KMB responded by sending a maintenance worker to the unit to investigate. This employee informed me the ** was installed in 2021, by Affordable Heating and Cooling (Affordable), and it had been installed incorrectly. There was no coolant in the ** line. The employee informed me they would be in touch with Affordable and they would update me on the status of the repair. I later received a text message from KMB stating someone from Affordable would be out to repair the ** on May 26, 2023, or May 30. 2023. No one showed up. I called KMB on May 31, 2023, informing them no one had shown up on the date they specified. When logging in to the maintenance portal I noted my initial request was closed. I opened a new request stating the issue had not been resolved. I began receiving text messages from KBM asking if a technician had been out to fix the *** I grew frustrated and explained via Phone, text, voicemail and through the online portal that no one had come to fix the ** from Affordable. I then called Affordable on June 2, 2023, to be the liaison for this repair and someone was out to inspect the ** unit the next day. They informed me they would need approval for the repair from KMB. On June 6, 2023, KMB again sent a text asking me if the unit was repaired. The unit has not been repaired. As a tenant, I should not be responsible for scheduling repairs with a third party. We are entering the hottest months in IA and my unit is 80 degrees+ and basically unlivable. I demand KMB have this issue resolved immediately! This case will also be filed with the IA Attorney General, and the ********************

  Business Response

  Date: 06/16/2023

  The recently installed Air Condition was installed by Affordable Heating and Cooling and was still under warranty through this vendor. As a result, only an Affordable Heating and Cooling employee can repair, service, or work on this system. The moment we received a message from ********************* we notified the vendor and they were suppose to go out. We spoke to them on several occasions, even approving overtime for them to repair this system. When they finally sent a technician out, they did not perform all of the necessary checks to determine the solution. This company sent our office numerous messages that they were going out and when we spoke to their office they confirmed, but ********************* said otherwise, which is why we continued to check with him to confirm for certain. This issue has finally been repaired.

  Customer Answer

  Date: 06/19/2023

   
  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:06/01/2023

  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.

  KMB has charged me for replacing an expired smoke alarm. The alarm expired in February of 2021, and I only noticed this in February of 2023. I had to contact the company twice asking for a replacement. It took 51 days from the time of the initial complaint to receive the new smoke detector (filed the service issue on 2/19/23, received new detector in 4/11/23). Then on May 18th, I received an invoice for $74.20 for the new smoke detector. I contacted the company multiple times to tell them to remove the charge, and they have not yet removed it. I was told the charge was "in dispute" but it is currently listed under the charges the resident portal. In order to pay rent online, the total charges must be paid, meaning that the $74.20 charge has to be paid at the same time as rent, which is frustrating.

  Business Response

  Date: 06/07/2023

  The charges were removed on 6/2 after our property manager could review the dispute.  We review disputes every Friday.

  While we require payment in full if paying online, residents can still submit physical payment.  This dispute in review shouldn't have held up any payment of rent.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20126788
  
  I am rejecting this response because: I would like to know why it took over 2 weeks to remove the charge after I disputed it with the company. KMB claims to review disputes every Friday, and since I alerted them of the disputed charge on May 18th, there were 2 Fridays they could have reviewed the dispute before the end of May (May 19th and 26th). I have attached the email to show the date and time the email was sent. I also tried to leave contact the company via phone during this time, and the phone was not answered multiple times, and voicemail box was full. There is clearly a communication deficit when it comes to KMB customer service, and I would like some acknowledgement from the company that they failed to communicate sufficiently with my roommate and I, or an explanation for why it took so long for the charge to be reviewed and removed. 

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

• Initial Complaint

  Date:03/03/2023

  Type:Product 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.

  We moved out, we have tried to pay off the lease and they won't allow. we paid for all damages and repairs WHICH THEY SHOULD HAVE TAKEN FROM THE SECURITY DEPOSIT they said they would return the deposit and they HAVE NOT. they do not pick up the phone or return phone calls when messages are left.I am going to seek legal counsel if they do not refund the security deposit. They are infuriating to deal with how does a business never respond to messages by phone, email or through the portal?

  Business Response

  Date: 03/06/2023

  ********************* has a current lease agreement until 07/27/23.  They needed to move but still have a binding lease agreement until 07/27/23.  We are actively marketing the unit and showing it to get another renter to take over their lease, however they are responsible for rent until 07/27/23.  We do not use security deposits in the place of rent payment.  That is clearly stated in their lease agreement.  ******************* is the only person to have reached out and we are not able to discuss a lease agreement with her as she is not on the lease.  ****** has not reached out to our office with questions.  They still have access to their TWA portal and can make payments through there.  They can also bring payment to our office. 

  We are actively marketing the unit.  The unit is rented for 8/1/23 and we have reached out to the future residents to see if they would like to move in earlier.  We are doing all we can to assist in getting their lease reassigned, but they are responsible for the lease until 07/27/23.

  Customer Answer

  Date: 03/24/2023

  Their statement is a lie. ********************* has called and messaged through the portal at least a dozen times. They promised to return the security deposit as she moved out! They charged a ton of money for repairs they they should have applied that to the security deposit as that is what it was for.
  THEY THEN SAID OOPS WE WILL REFUND THE SECURITY DEPOSIT BUT THEY NEVER DID NO CHECK HAS BEEN RECEIVED AND ****** GAVE THEM A FORWARDING ADDRESS
  
  Their practices are horrible, they dont answer the phone or return any of ******* calls and they do not answer messages sent through their portal.
  In essence they are LYING and I am about to hire a lawyer to make their life difficult but I would prefer for them to refund the security deposit as promised.
  
  And again
  ****** HAS CALLED AND NOT BEEN CALLED BACK AND SHE HAS MESSAGED THROUGH THE PORTAL AND BEEN IGNORED
  
  I am not sure how they are allowed to function this way. 
  PLEASE HELP
  We have offered to pay off the entire lease minus the security deposit OR they can refund the security deposit and we will pay the balance of the lease
  We are being more than reasonable and they are not keeping their word and they are impossible to get a hold of despite their declarations otherwise
  
  
  Thank you very much
  
  *****************
  Hahhan ****

  Business Response

  Date: 04/03/2023

  The residents have moved out but are still responsible for payments through the end of the lease, which is 7/27/23.  We have up to 30 days after the expiration of the lease to return the security deposit.  I recently tried calling the resident with no response from them.  We have no messages or emails from ********************* or ******************* - who are on the lease.

  Business Response

  Date: 04/04/2023

  The residents have moved out but are still responsible for payments through the end of the lease, which is 7/27/23.  We have up to 30 days after the expiration of the lease to return the security deposit.  I recently tried calling the resident with no response from them.  We have no messages or emails from ********************* or ******************* - who are on the lease.