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:04/04/2025

  Type:Order 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 co-signed a rental agreement for my granddaughter and he then husband 3 years ago and after 6 months her and her husband split up and she moved in with me. She has not lived at the ***************************************** for over 2 yrs, her ex-husbands family continue to live there and renewed the last year and the business would not remove my granddaughter or myself from the lease even though we did not signed the new lease the business said they would just use the signatures they had on file from us. Now the family is trying transfer the lease and they said the in order for that to happen each person on the list including the co-signer needs to pay $150.00 per person and $50.00 for the co-signer to be removed even though my granddaughter has not lived there in 2 years. Her and her son live with me at ******************** for the past two years. I dont think this is correct or fair and feel this business should be looked into. The only documents I have are emails from them.

  

  Business Response

  Date: 04/06/2025

  We are sorry that you feel this way.  We have to abide by the terms of the lease that you signed and treat all tenants the same per fair housing.  There are clear outlined expectations in the lease that explains how to be properly removed from the lease.  Until these steps are followed and the fees are paid there is no way to legally remove you from the lease agreement.  We are happy to get you the info you need to get this removal process going if you would like, just let us know. 

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23150560
  
  I am rejecting this response because: when ** and ***** ******* renewed the lease last year, I stated at that time I was not willing to sign the lease again since my granddaughter and great grandson was no longer residing at that location any longer.  I was never given an option of how to be removed and you said since I would not sign the new lease you would use the one on file which is illegal since I declined the new lease.  I want my name removed as co-signer as I dont think I should be responsible for someones rent when I havent agreed to do so.  I have tried for 2 years now to get this resolved but you have not been willing or to work with me or give me information on how to remove me as co-signer.

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

  

  Business Response

  Date: 04/11/2025

  The lease states that signed by one is signed by all.  When the renewal was signed all parties remained  on the lease.  Again we have steps to get you removed and once those are followed we would be happy to remove your name.  I don't see that you ever turned in the proper documentation or paid the fee to be removed all of which were agreed upon in the lease agreement that you singed. 

• Initial Complaint

  Date:10/16/2024

  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.

  We started our 2 year lease April 2024. **** advertised a community pool, upon signing the pool addendum during lease signing, they told me to contact the *** for pool keys. The *** notified us that we are not apart of the community FRPM stated we were. They said they have a right for the false advertisement. It took 3 staff members, and 3 days of ************ for them to finally answer 3 major questions and concerns we had. They conduct drive by ******************** drop off while at the same time trespassing our neighbors property to gain access to close up photos of fenced off side yard. After 6 months of living here, they have not a single time entered our property from the front, the unlawfully enter from the back of our home and told us they dont need to notify us to do so. They unlawfully entered our garage without notice. All of this they acknowledged & only now stated they wont do it again, but they are in denial that this is a breach of our contract, a breach of ICPA section ******, and state that they know the law. They have not ONE time provided legal facts regarding how their illegal breaches were legal. Its very hard to get them to answer direct questions. We asked for a mutual lease ******************* the operations team lead says we want out of the lease because its convenient for us, and not acknowledging we want out of the lease due to their multiple breaches of contract, FRPM breaking ICPA laws, going against The tenants right to privacy in ********** of attorney General ***************** manual. When I provide him with all of these laws/regulations and ask for him to provide proof on why hes allowed to get away with their illegal action, he states The best answer I can give you is because we are allowed to. I would also like to mention that the staff throughout the six months of our lease, does not respond to our cosigner, so she said if they didnt respond, she contact an attorney and THEN they respond threatening her!

  

  Business Response

  Date: 10/17/2024

  **** is following the terms of the lease and the *** agreement. We have tried to work with the tenant on every reasonable request and have been in constant communication.  The tenant has asked for mutual release but not until March when it is convenient for them.  We have provided all this information to the owner, and they will be the ones to decide what they want to happen.  We have not control or authority to make this decision.  We are legally obligated to follow the lease that the tenant signed as well as the ****. agreement that we have with the owner.  At this time the resolution is denied, and we will follow up with the tenant if something changes 

   

   

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22433254
  
  I am rejecting this response because: you respond here but not to my email, you fail to give any portion of our lease, laws rule, code, or regulation that negates my claims. You are falsely accusing me of wanting a mutual lease termination in march for my convenience, we informed you its in the best interest of everyone because itll be winter shortly, either way we countered with 60 days to vacate. You stated youre within your rights because you conduct inspections from the exterior front. You have not once entered from the front of my home, your pictures are from an angle that requires you to trespass into my neighbors yard. Youre denying accountability of your breach of contract, you have unlawfully entered our garage without notice, you enter from the BACK of our home and trespass our neighbors property to gain better views of our fenced side yard. You are not in compliance with the law. You only answer certain questions, you dont address the documented proof I have of your staff lying. You dont address your breach of contract. You dont address our rights to privacy. You dont counter any law, code, or right of landlords that disproves my claims.

  
  Sincerely,
  
  Kaimilani Quipotla

• Initial Complaint

  Date:10/11/2024

  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.

  The lease we signed included provisions that violate both federal and state laws, including excessive fees for normal wear and tear. They would take an extra fee out every month, under Idaho Code ***** Amounts deposited by a tenant with a landlord for any purpose other than the payment of rent shall be deemed security deposits. Upon moving out, we were charged excess fees for damages that were consistent with normal wear and tear. We received a list of charges but no corresponding invoices from the repair companies, making it impossible to verify the legitimacy of these costs. After submitting a letter from our pediatrician requesting urgent maintenance due to the flooding and mold, we were informed we could terminate our lease early without penalties. However, after notifying the property management of our move-out, this offer was rescinded.(Idaho Code *******) From the onset of our tenancy, we faced numerous issues, including: broken A/C unit upon move-in, which took 7 days to repair. pipe burst that led to flooding, for which the landlord attempted to evade responsibility by suggesting we file an insurance claim. The plumbing company sent to fix the issue left an inappropriate message, further adding to our distress and raising concerns about their professionalism and licensing as they have been penalized for working without proper credentials. The home we rented was in disrepair upon movein, with graffiti, broken glass, and exposed wires. We consistently requested documents and clarification via email and they would direct us to the online tenant portal, only to find that many of our maintenance requests were removed or altered. Their response times were unreasonably long, and our concerns were often ignored. It appears that the property management is attempting to charge us for repairs related to damages that were not our responsibility. Their practices are not only damaging to tenants but also violate several provisions of Idaho law and federal regulations.

  

  Business Response

  Date: 10/16/2024

  Thank you for your inquiry regarding the concerns raised by ****** *******, I would like to clarify the points mentioned in their complaint.
  
  The additional monthly fee referenced is our Resident Protection Package, which is clearly outlined in the lease agreement. This package includes various benefits such as general liability insurance, on-demand pest service, bi-monthly furnace filters delivered to your door, among other services. This information was provided at the time of move-in and is also accessible on our website. All tenants of First Rate Property Management (FRPM) are required to pay this monthly fee.
  
  Regarding the key return, the keys were submitted on May 1, 2024, and an itemized deposit sheet, along with vendor invoices, was provided via your Rentvine portal and mailed to the last known address on May 29, 2024. A revised itemized deposit sheet was sent on May 30, 2024, after we received a cleaning invoice. This was completed within the 30-day timeframe following your departure.
  
  On May 2, 2024, ****** reached out to request a forwarding address, but unfortunately, no information was provided. Additionally, on March 18, 2024, we communicated that the property owner would not be renewing the lease agreement at the end of the term. We offered the option for a joint mutual release to terminate the lease early without penalties, clearly stating, If you would like to move forward,please let us know so we can start the process. On that same day, you inquired about renewing the lease, to which we confirmed the owner's decision not to renew. Following this, we did not receive further communication from you, and it was presumed that you intended to complete the lease term.
  
  Please note that the process for a joint mutual release requires multiple steps, including a 30-day notice,which was not initiated since we did not receive confirmation that you wished to proceed. On April 26, 2024, we were informed via email of your intention to turn in the keys on May 1, 2024. We then reached out to the owner to inquire if the joint mutual release option was still available, but it was ultimately not approved due to the proximity to the lease end date.
  
  Upon your move-out, we conducted a comparison of the move-in and move-out inspections to assess tenant-related damages. We also provided a copy of your move-in inspection for your records, which we did not receive back within the specified timeframe. All maintenance requests were processed through the tenant portal, and we ensured each request was addressed during your tenancy.
  
  At FRPM, we are committed to treating all residents with fairness and adhering to the same processes for everyone.
  
  Thank you for your attention to this matter. Should you have any further questions or require additional information, please do not hesitate to reach out.

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

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22412525
  
  I am rejecting this response because:
  The move-in inspection paperwork uploaded to our tenant portal contains multiple errors, including the wrong address, incorrect tenant names, and an inaccurate move-in date. These discrepancies should have been rectified prior to sending us to collections. 
  Since our initial attempts to communicate in early April about our interest in ending the lease early, we had received no response despite multiple calls and emails. This lack of communication hindered our ability to resolve important issues regarding our lease.
  We are puzzled by the current balance of $5,500, especially since the itemized receipts provided total less than $1,000. We requested a detailed breakdown of these charges and clarification on how they were calculated multiple times within the 30 day time frame with no explanation or response clarifying. The fees are extremely unreasonable and excessive. 
  Upon our arrival in July, the ** unit broke on the first day and took several days to be repaired, making the home inhabitable for us and our children. We provided our move-in inspection checklist as soon as we were able to occupy the home, and we expected this to be acknowledged in any assessments regarding our tenancy.
  It has come to our attention that several maintenance requests, particularly regarding the pipe burst and ** issues, have been removed from our tenant portal. We were informed that the landlord was unwilling to cover the costs associated with the pipe burst and subsequent flooding. We were also directed to contact insurance, which was proven difficult, 3 months of First Rate telling us to call insurance and us trying, then emailing First Rate multiple times throughout this 3 month period letting them know we were unable to reach anyone regarding insurance and getting a claim in. 
  After submitting a doctors note for a mold inspection and duct cleaning, we were told we could not renew our lease without penalty, allegedly due to exceeding the yearly maintenance costs. This raises concerns that the landlord may be seeking to avoid responsibility for necessary repairs that were not our fault as tenants. 
  The timing between our submission of a doctors note regarding safety concerns and the subsequent offer to allow us to leave the lease early without penalties is alarming. It feels as though this offer was made to sidestep the responsibility for addressing the serious maintenance issues we faced, particularly regarding the mold inspection and other safety concerns.
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 11/04/2024

  The breakdown of the *** and all the supporting invoices have already been provided to the tenant.  The proper move in was also provided to them and is in their portal.  As far as the maintenance items are concerned they were addressed and handled in a normal timely manor with the proper updates to all parties.  The property was never deemed unihabitabieal by the professional and therefor does not warrant a early move out.  There were ample opportunities to address all this with FRPM at the time it was all happening and that did not take place.  We have followed the signed lease agreement and have the documentation to support it.  

  thanks

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22412525
  
  I am rejecting this response because: As we discussed and as I pointed out in my initial complaint, the correct move-in checklist was not provided to us. The correct move-in check list was only uploaded to the tenant portal on October 29, 2024, last week, well over a year after our move-in date in June of 2023. I have provided the email notifying me with a timestamp. Furthermore, upon checking the portal today, 7 days after the correct one was finally provided, I noticed that the correct checklist has been removed and is no longer available. It seems the previous, incorrect checklist was removed, but there is no updated version currently accessible. This is inconsistent with your statement that the checklist was provided in a timely manner or that it's in our tenant portal in general. I will provide screenshots that I took today of the documents that are available. 
  Contrary to your claim, we have consistently communicated with your office regarding the ongoing maintenance issues, particularly the water and pipe issues starting in August 2023. We made multiple requests for repairs, and we followed up regularly by email to ensure these issues were being addressed. The mold issue due to months of water sitting inside the walls directly impacted the health of our children, and as we have mentioned previously, we sought a pediatricians note in March 2024 to further emphasize the severity of the situation. 7 months after the same issue had continued. There was plenty of time for this to be properly and correctly taken care of prior to us needing to provide a doctors note. 
  In your recent response, you stated that we did not communicate about these issues, which is not accurate. In fact, we have a record of email correspondence (which we can provide) and maintenance requests regarding these recurring issues. The plumbers confirmed that the water damage and mold were a result of the owners decision to not properly address prior repairs. After submitting the doctor's note, we were told the owner would need to approve any further action because the maintenance budget had been exceeded. It was only after that we received the offer to move out early with no penalties and we absolutely could not renew our lease. This offer was not initiated by us, but by your company and office staff. 
  I would also like to clarify that the offer to move out early, which was made without us requesting it, had nothing to do with the property being "uninhabitable" as you suggested. The offer was extended shortly after we submitted the doctors note, and it is apparent that it was a response to the ongoing issues related to water damage and mold and exceeding maintenance fees for the property.
  However, after we accepted the offer and vacated the property a full month before our lease was due to end, we were later informed that the offer to leave early with no penalties was no longer being honored. This change in terms was communicated without sufficient explanation or justification, and we are left with unreasonable charges that are unsupported by itemized receipts or invoices.
  Regarding the final bill, there is about $3,600 in fees that have not been clearly explained or itemized. Aside from a $450 cleaning fee receipt and a generic word document outlining the charges, we have not received any official documentation or breakdowns to justify these fees. As we vacated the property a full month early and the property was left in the same condition when we moved in, the portion for rent was only $1900. The extra $3,600 in fees appear unreasonable and arbitrary. We respectfully have requested a detailed, itemized statement outlining the charges, along with receipts or invoices for any work performed or cleaning done multiple times. We were sent to collections for an outstanding balance without any explanation of the charges, and importantly, this occurred before the correct move-in checklist was even uploaded (last week)further complicating the timeline and our ability to review and challenge the charges.
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/25/2024

  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.

  I cosigned for this lease. I am an honest person and expect honesty in return. This property management company misrepresented the property and then refused to take care of problems in a timely manner or simply refund and cancel the lease. There was a terrible sewer gas odor and the yard was covered in cheat grass, making it impossible to move in safely for my daughter, granddaughter and her pets. The management refused to put her into something else that was inhabitable and caused incredible hardship. My daughter had to spend extra time and money to clean, paint and now figure out how to fix the yard. 1st Rate should not have rented the home until it was ready and safe. Because my daughter had already given notice at her old place, she had no where to go. Her belongings were in a borrowed tow trailer that she needed to return, but the sewer gas smell in the house was so strong that it wasn't safe for her to move her belongings in. 1st Rate finally sent a plumber who told my daughter he was not supposed to tell her anything. Therefore she had no idea whether she should move in or not. 1st Rate just left her in ***** with poor excuses. She finally said she'd like out of the lease because all of this was too much stress, both emotionally and financially. 1st Rate staff became antagonistic and offered no actual help. They've given excuses when we've been able to get a hold of them. She can't wait months for help. Now, she's stuck there. The reason she was moving to a house with a yard was for her 2 dogs. But now they can't use the yard. 1st Rate is acting like slumlords. I have never experienced anything like this. Now my daughter is sick and overwhelmed from this. It's looking like she'll have to fix the yard at her expense if her dogs are going to be able to use it. The sewer gas smell is gone for now, but it's an indicator of a bigger sewer line problem that also has been neglected, just like the yard. Absent rental owners need to be held accountable.

  

  Business Response

  Date: 08/29/2024

  We have been in constant communication with this tenant, and we are working on options in order for all of us to move forward.  This matter is considered resolved on our end 

  Customer Answer

  Date: 08/29/2024

   
  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. Only because they've agreed to a mutual lease termination. The problems in the property keep increasing and have become just too huge to continue to try to get ahead of. Moving back out appears to be the only option available. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/27/2024

  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.

  We transferred from one of first rate's unit to another one. The move-in date was pushed out nearly 2 weeks and put us in a time crunch. I have been super patient throughout this entire process, but voicing our concerns has really angered the staff. They failed to disclose rodent issues, lied about being in our home when we weren't there, and they have been blaming us for the mishaps. They pretty much told us it's our fault the apartment isn't ready because we rushed them. They are being rude when we've been nothing but patient. I would like to be contacted by a manager. I'm done speaking with the office staff. There was only 1 person in the office who has shown us kindness and understanding.

  

  Business Response

  Date: 06/28/2024

  We are sorry that your move in experience has had some challenges.  While we strive to be able to deliver the property on the date of the lease sometimes things happen that are beyond our control.  We are doing everything to get this fixed for you and I know that my Maintenance Operations Manager has been in constant contact with you.  Than you for your patience while we work through this.  

  Customer Answer

  Date: 06/28/2024

   
  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:11/08/2023

  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.

  I lived in apartment managed by this company for a few years on ***************************************************. And I cant tell anything good about them. Since they took over to manage this property, everything went down..They are not responsible and not taking care of anything on property.We, as tenants dealing with piled up leaves on parking lot every season. Nobody clears, or taking care of ice on the pathways during winter.Draining pipes are clogged and any rain builds up an improvised lake on parking lot.Making impossible to park cars and getting safely in and out of your vehicles.And moreover turning everything on ice skating place during winter season.Weve been asking many times to fix problems and make this property livable but no one really cares about it.I just dont know why this business still has a license for *********************************************!!!Another big problem, they implemented this year new parking regulations, and handed out parking permits for tenants . These permits made of cheap plastic and keep falling off mirror of the vehicle. And every time that happens, Apex parking, which is really Apex predator hired by management disables your vehicle making you pay $150 on every occurrence. It doesnt matter if you own a parking permit and your vehicle registered and assigned parking spot, they just wont give you that $150 back. Its like they are racketeering tenants to bring some extra unearned income and splitting the profit with parking enforcement. I already ended up in $950 in damages just for parking games.My 18 years old daughter refused to come and visit me anymore because they disabled her vehicle and made her pay $150 just for parking at visitor parking. And while removing that device after payment this suction cup cracked her windshield, which cost me another $490.She says dad where should I park when I come to visit? I cant park on visitor parking because of apex predators and when I parks on the street Im getting notes on my windshield from homeowners. Threatening to remove my vehicle at my cost!!Weve got over 25 visitor parking spots on property but no one cant park in there because of these stupid changes. There is not a lot of room on the street either. This is narrow street not designed for street parking. And homeowners are mad and mean when someone parks in front of their house. Which I perfectly understand. Why in the h*** people need to park in front of their houses if there are so many parking spots available on property??This property management just created an Havoc!And nobody is taking responsibility for it. As tenants we will be taking this matter to City Authorities and will be demanding to revoke their license. If they cannot create safe living conditions for their tenants, they cant have a license..

  

  Business Response

  Date: 11/08/2023

  FRPM has managed this complex for over 15 years and there has been no management change in that time frame.  

  1. Leaves- FRPM continues to work with the yard care vendor to ensure that this is being picked up on a regular basis.  Leaves fall from big trees daily and it is not realistic for a vendor to be out their daily to clean them up.  This would increase yard care cost which would also increase rent.   We will continue to work with them to ensure that it is being cleaned up according to the contract that they have with the ***. 

  2.  We are aware that the drains are an issue and we have been working with the *** to get a solid permeant solution.  Last update i had was that we were waiting for city permit and testing to come back before we move forward with a better draining system.  The *** is working diligently to get this corrected. 

  3. Parking has become an issue at apartment complexes all over the valley and that is why ***'s, and owners of these properties have been asked to implement parking enforcement.  We are following the rules of the lease that you signed, and we will take this feedback to the *** and owners to see if there is anything that we can do to make it better. 

  We are sorry that you are feeling this way but there is nothing that FRPM is doing here that is in any violation of the law or city code.  Again, we are following the lease agreement that you signed and providing services that the owner have directed us to. 

  thanks

• Initial Complaint

  Date:08/11/2023

  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.

  I started renting from 1st Rate Property management in late May. I have a wooden board above my AC unit since the day Ive moved in. Since then, they have continually told me they would replace it with plexiglass as I am having a lot of bugs coming into my room, cool air going right out, & in the winter I fear it may be really cold with that draft. All the other units connected to us have plexiglass, so I assumed they would keep their word & finally come do this. I reached out to follow up on when they could do this since its now ************* have told me multiple times they WOULD, they are now refusing and saying they will compact it with foam. Which is just a temporary solution in the long run. I have many emails saying it would happen it was supposed to actually happen when they came in to fix the many things that were broken but conveniently it was not handled. The maintenance man stated someone else was going to do that I followed up with the women I was in contact with via email and she told me it WAS supposed to be done when he was here but it simply WASNT. I just want to be comfortable in my home, its a simple fix instead of having someone come out every month to replace the foam They said they would & are now saying they will now. I just want the plexiglass, nothing more. Ive been respectful but now Im running out of patience.Not to mention they just switched my roommates AC & are now wanting to replace it yet again even though it works perfectly. It seems they only care if its to their convenience.

  

  Business Response

  Date: 08/14/2023

  Thank you for taking the time to let us know about this issue.  We have responded to each request of yours as outlined in your lease and per our standards.  We have gone to the owner to get approval for the plexi glass and are waiting for the go ahead from the owner.   Unfortunately, we are not able to move forward without owner approval per the mgmt. agreement that we have with the owner.   Please know we are working hard to get that for you. 

   

  thanks 

  *******

  Customer Answer

  Date: 08/14/2023

  This was supposed to be done already & is on a previous work order so how did you have permission two weeks ago & now all of a sudden dont? I dont understand. I sent screenshots of the emails stating it was supposed to be done.

  

  Business Response

  Date: 08/29/2023

  I am sorry that you are not happy but we do not have authorization to do this until we have owner approval.  When there is a work order for something that is over the limit the owner sets then we can't move forward until we have the Ok form the owner.  Just because something was submitted does not mean that it will automatically get done.  As a management company we have to follow the management agreement that we signed with the owner.  If you would like to email me directly at *********************** so we can work together to get this resolved that would be appreciated.  

  ***************************;

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20452367
  
  I am rejecting this response because you guys are clearly not communicating efficiently. When I was emailing ****** about this a month ago she was also confused as to why it wasnt done. 

  The plexiglass has already been taken care of which is another example of you guys not communicating effectively. Thank you.

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

• Initial Complaint

  Date:04/26/2023

  Type:Order 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.

  Upon us notifying them 6+ months in advance that we would be ending our lease due to building a home, they restricted ** from having the lease taken over, and took beyond reasonable time to process any applications that were turned into them. The window closed (90 days) to have a take over, so we waited to give formal notice to vacate. We gave formal written notice 30+ days in advance as requested, as they continued to charge us showing fees and advertisement fees the entire month. I paid professional cleaners to do a turn over cleaning, provided invoice and receipts, and they still charged $200+ for a cleaning fee. I did 90% of the turnover maintenance myself, and was again charged $500 for maintenance supplies and turnover ($50 for door stops). Upon our 2 prior lease renewals, they offered a floor cleaning service for high traffic areas, or an equal credit as a thank you, we received neither. They charged us for this specific cleaning at close out. They also tried to include the utility bills I was having to cover the entire time, against me in our final bill. On top of the $1400 deposit they kept, they demanded an additional $1400+ There is nothing in the lease agreement that shows this procedure. We never broke our lease and formally closed our lease terms as noted by our 30 day notice to vacate.

  

  Business Response

  Date: 04/28/2023

  This tenant also sent in a IDS dispute - which is a process where we review the final charges.  We will go through that process with them and we believe that this will be resolved.  We would like to see how that process plays out before doing double work here.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19986058
  
  I am rejecting this response because: in accordance of the ***** Consumer Protection Act , the property management company had 72 hours to respond to the dispute which I formally filed with them. It has been well over that time with no response and effort to resolve the matter. 
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 05/04/2023

  We provided a IDS statement within the time the law allows that is the only requirement we have.  We don't have to respond to and demand letter if we choose not to.  Your IDS dispute was responded to yesterday in accordance with our policy that was in the lease and on the final IDS statement. You moved out early and are responsible for the terms in the singed lease agreement until the end of the lease or until someone else moves in.  The new tenant pccupied the unit on 4/21/2023.  That means you are responsible for all lease terms through 4/20/2023.  

   

  Thanks

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

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19986058
  
  I am rejecting this response because I am not in denial of being responsible for the lease up until the new occupancy date. I am rejecting the egregious charges that I have listed formally for you to reconsider.

  Once again:

  1) You stopped my auto payment that covers monthly rent, without any notification and are trying to charge me $190 for a late fee

  2) You charged me showing and advertising fees as if I broke the lease ($300 worth, that you since cut down to $150) - which I did not. Hence why I never withdrew any of my rent payments and continued to cover utilities, and fulfill my lease agreement obligations.

  3) The most senseless portion is that you are also charging me for utilities that I have paid in full to the city and utility companies. $420 to be exact. Where you came up with these numbers, I have no idea. I have full proof of statements showing that all utilities were paid and on time up until 4/20/23 (some extending beyond that).

  As of right now you are claiming the entire $1400 deposit and asking for an additional $1331. I have offered to cover the warranted charges such as the pro rated rent, the cleanings, and maintenance turnover. Which totals out to $1,971.21. With the initial deposit of $1,400, I am happy to pay the $571.21 difference and fulfill my lease obligation. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:01/20/2023

  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.

  We did a written form like property requested, they had been sent emails with video of the leaks and mold they said it had to be in writing, after that property had been very ***** and given us lease violations, they come in and fix something and charge us they wanted to charge us for a stove when its a rental property is to replace weve had 5 property management with in 2 yrs I believe and theyre just harassing us at this point, they havent even fixed the issues the apartment has. So since we complained about them and read the reviews, they have been coming to the house taking pictures and giving us violations harassing us. Ive been there 12 hrs never had problems until this property place came in

  

  Business Response

  Date: 01/23/2023

  I wanted you to be aware that we are simply following the lease agreement that you signed. When the terms of the lease are not met that is when violations come into play. 

   

  I am happy to address what you are wanting fixed or provide an update on them if you can send me a list of what is not finished. 

   

  Thanks.

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18869657
  
  I am rejecting this response because: This property place is trying charge us for things being fixed that havent been fixed by previous property managements, they charged us ***** for a door k*** when Tree house property had **** come replace it 
  it **** stated the door should be replaced since the wood there wouldnt hold the ****, **** Also came in replaced the wall heaters and the lights in the rooms including kitchen, took the laundry shutters out the sinks cabinets hinges were so rusted they tried nailing them back and they took them off stating it would all be replaced it never did theyre still with out the cabinet doors, we had to replace out fridge and stove because each time they were going to be replaced they switched property management when FRPM was notified stove wasnt working anymore their response was they could put one in for a used one for ******we did decline and got a used one for *****. Weve had tree house property parking permit they never have issued one. Its so much stuff this place is trying to take peoples money I read the reviews and everything said is 100 percent correct,  were not comfortable here anymore almost every day its some with with, they came in and taken pictures many times, including last week we got a email about a work order to replace a showe head not by us, when asked if we would be charged the requested a picture to see if it was at owners expense, weve been here 12 yrs and have never had issues or problems until this management took over. We dont want to pay for anything needing fixed because weve been here so long and are leaving at the end of our lease. I tried adding photos its to big some are videos. Waiting on a called for BBB to ask how I can forward pictures. 

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

  Customer Answer

  Date: 01/25/2023

  I would also like to attach these to my complaint, they waited 2 months to come fix the water damage because I didnt put it the portal, when I emailed *************** with ******* she didnt report it either just left it until I put it on portal. then theyve had people come and take pictures but they do nothing and when the do they want to charge us , as for the stove we had to replace it prior to this last time because the owners husband was sick and the property management in charge said we had to wait until he heard back from the owner by the time she okay it we had already bought one it was almost 2 in a half weeks when she okayd it same with the fridge. Weve have Tree house property management parking permits and just now theyre trying to enforce the lease rules on parking, I want them to leave us alone we dont want anything fixed if theyre going to charge us. 
   
  
   
   
  ---------- Forwarded message ---------
  From: *********************************** <***************************>
  Date: Tue, Aug 30, 2022 at 2:07 PM
  Subject: Re: Filters
  To: ******* <********************************************************;
   
  I understand the prices going up but we were told things would be fixed , is there some else I should be asking this to because youre not really answering what I need to know the mold issue was in December were going on September now. So if youre not the person I should be asking Im sorry and Id like to know know who to email and ask. 
   
  On Tue, Aug 30, 2022 at 2:04 PM ******* <********************************************************; ************* paying or a resident package that has others things in it besides the filter.  
   
  I am sorry that the rent keeps increasing- the market dictates those process and rents are rising all over the valley.  
   
   
   
   
   
  ****************** MPM RMP
  President
  First Rate Property Mgmt. CRMC
  

  
  

  

  Business Response

  Date: 02/02/2023

  I am happy to look into all this for you.  We can't be held responsible for the items of the previous management.  All I can do know is get a list from you on what is left to fix and then go from there.  Once we get the list, we can give you an update on where we are at with everything.  I look forward to hearing from you soon so we can get this resolved. 

   

  Thanks ****..

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18869657
  
  I am rejecting this response because: it still isn't clear weather we will be charged for anything needing fixed,  we got charged 33 for a door k*** that fell off because when it was installed along with the door it wasn't done right  by the previous property place the door k*** is at at the house as a tenant we  don't and won't to be paying for stuff left half way taken apart or messed with by previous management. We received another notice via email, I will upload the photos , we had a junk removal sent out by the property manager, it indicated to keep stuff off side walk and keep stuff we wanted to keep on the cement, we have followed the instructions, nothing has been moved or added to either the patio or the cement part, i feel like the property manager is just looking for things to give me notices on, my plant stand has been there since October and previous to the junk removal, nothing was mentioned and it's not small that isn't noticeable, I feel harassed by this property place they are constantly at the property taking pictures, we pay our rent on time ***** every month and we try not to be there due to the notices they make up and stalk the place. I'm very uncomfortable at home now, we don't know how much more of this we can take.  So, if they could leave us alone until May that would be great, also I will be doing a review on the current property management.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 02/09/2023

  As I mentioned in the previous email rejecting here is more stuff theyre adding that red stand Ive used for my plants its off sidewalk like they asked when junk removal came, so why are they sending me a copy of the lease when it was fine back in October ? Theyre here every day taking photos they should see thats been out there a while and just now they want to give a notice, its clear  and obvious theyre just now harassing and are trying to find things to give us violations.

  Customer Answer

  Date: 02/19/2023

  Ive been here 12 yrs m, weve had 5 property managements, out of the 5 only 2 have started to fix and remodel the apartment 

  Wolf Property being one they came in took blinds out and put in new windows no blinds, the outside ceiling was patched up, tore up the kitchen and living floor and replaced it along where the washer and dryer are at, Tree house property replaced the toilet and fixed tub by re cocking around the faucets but it was still leaking painted the bathroom 3 different shades of green  in the middle of that  there was a guy named **** that was doing maintenance for *********************, **** property didnt approve of that so they had a fall out and went to Tree house Property. 

  Tree house didnt approve of that and Joy had started  projects and left it the kitchen am cubby door and bathroom cubbies door werent replaced, the sliding doors were taken off but not replaced ,the wall as well were left half painted, **** did replace the lights, heaters  and the fire alarms and patched up the ceiling in the living room. 
  

  FTPM has re placed a door ****, had the bath tub area re cocked and put in floor, had the dishwasher bolted to secure it in place. 
  
  We dont want to be responsible for anything the previous management started and left due to there being change in management.  So all we want to know is will we be charged for anything fixed? Thats all we need to know we wont be renewing the lease either. We just want to be a home for the time being without out Current  property always being at the house taking pictures. Also I tried uploading the lease wont let me, Ill will attach and send in separate email. 

  

  Business Response

  Date: 02/23/2023

  We will follow all legal agreements that are signed and the rules that are in those.  We also go off any documentation that was provided to us from the previous PM and use that after move out as necessary.  If there are things that you end up being charged for that you feel are wrong you will have an opportunity to dispute those at the appropriate time after move out.  We will evaluate to include talking to owner and come to a final decision.  This is a very unbiased fair process for all parties. 

   

  Thanks

  *******

  Customer Answer

  Date: 02/23/2023

   
  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:06/22/2022

  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.

  Moved in 12/2019. Dishwasher flooded kitchen just days after moving in, had to have that replaced. Microwave went out, then stove caught on fire. Not long after, the fridge went out a day after I spent 300 on groceries. All groceries requiring cold went bad, they stated it could take up to 2 weeks for my fridge to be delivered. They said if I wanted it earlier I had to go pick it up myself from the place it was ordered from. We picked up my fridge and installed it ourselves. My car was booted when I was parked in my ASSIGNED spot per my lease agreement but I was required to pay the $100 because the sticker wasn't in my window. There seems to always be an excuse for them to enter the premises. I was informed that our patios would be painted but I don't ever recall them specifying what day MINE would be done. I came home and everything from my patio was thrown in to my livingroom. My front door was locked so they laddered on to the patio and entered through my sliding glass door and used my front door to go up and down, when done they locked the front door and laddered off my porch. the paint job was terrible, The painters threatened to beat up my husband. I've received noise complaints/lease violations multiple times that happen to be after 11 (when my children and I are sleeping). I have never been approached by neighbors and First Rate refuses to tell me who is reporting, just state that they are required to give me warnings/violations. I am required to pay additional fees monthly for filters and pest control. I've never had pest control come to my apartment and I am only getting half the filters delivered that my lease states I am supposed to get. As I am running out of room for my complaints, I do have several emails supporting this documentation. I also have multiple other complains that go along with this.

  

  Business Response

  Date: 07/01/2022

  It Appears that this tenants is disgruntled about issues that arose three years ago and this is the first that they are reporting this to any of us.  Per their lease they are require to inform us if maintenance has not been completed with in 3 days of reporting.  

  Painting-  Proper notices were given per their their lease-  We spoke with the vendor that completed the job and they told us that none of what they are claiming happened.  Again this is the first that we are hearing about this.  

  Parking- All tenants were informed of the parking rules to include that the permits needed to be in the window.  This is also stated in their lease.  If their permit is not visible then parking enforcement will boot it. 

  Lease violations- we follow the lease agreement that they signed and for confidentiality reasons we will not release any info on where the complaints come from.  This is also listed in the lease

  Filters- These are delivered bi- monthly  which is made clear in the resident benefit info that they are provided. We have pictures of everyone that has been delivered to their door.  

  Pest control-  This is a part of the resident benefit package that they pay for monthly and if there were to be a pest issue which is a tenant responsibility then it would be covered under this policy.  

  FRPM has followed the lease that they signed.

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17460160
  
  I am rejecting this response because:
  I have email documentation. This is not a disgruntled tenant over issues 3 years ago. Ive only lived there since Dec 2019. Its issues that continue to arise over the 2 yrs Ive been there. Its continuous. I do have email documentation if this is something I need to present. 
  Sincerely,
  
  *************************