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:12/11/2024

  Type:Billing 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 an apartment from this company for two years. I have since terminated my lease and moved out. I have had a very poor experience dealing with this company due to their predatory contract terms which they use to take advantage of the renter population, who often do not have the resources to resist. They use these terms to take as much money from the customer as possible. A representative for the company reached out to me via email on 12/11/24 at 9:59AM CST stating that I published a disparaging online review that criticizes their business. At the time I received this notification, there is no public review under my name on the BBB reviews page for their company. Despite the fact that there is no public review posted at this time, DJW Property Management and its employees are threatening me with a $2000 fee and legal action against my person if I do not take down my review. I have terminated my lease contract with this company and should not be held to its terms, especially terms that may not be allowed under the Consumer Review Fairness Act. I request that the company withdraw their threat of a fee and legal action immediately.

  Business Response

  Date: 12/13/2024

  All policies and fees are clearly outlined within the lease agreement, which this tenant agreed to when they endorsed the lease agreements.If this tenant did not agree with the terms set forth in the lease agreement,they were not required to move forward with signing the lease agreements. This tenant posted defamatory reviews on ****** and BBB on 12/10/24; therefore,there claim that we sent a reminder email without cause on 12/11/24 is false. As weve discussed with our attorney, which BBB is aware of, the non-disparagement clause within our lease is legal and enforceable.

  Thank You,
  DJW Property Management

  
  

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22673242
  
  I am rejecting this response because:

  The BBB has acknowledged on this business' page that the non-disparagement clause in their contract is a prohibited practice and recognizes complaints of this nature as valid. Whether or not negative reviews are posted, and no matter what any attorneys say, this is an immoral business practice that no reputable company should take part in. DJW Property Management claims to be a properly ran business and a leader in their field but this only applies as far as the law goes. When it comes to interacting with them on a personal level, they are inconsiderate and rude. Being part of a successful company that earns a lot of money by taking advantage of people, they are effectively detached from all realities of their customer base and show no empathy or personability in their dealings. 

  For DJW Property Management, money, law, and contracts come first. Their customers and business partners come last. 

  I will accept the business' response when they withdraw all threat of fines and legal action over negative reviews.

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

  Business Response

  Date: 12/23/2024

  In response to compliant 22673242
  
  Our attorney has responded to the Better business bureau with two separate letters regarding our non-disparagement clause. The verbiage in our contract is legal. The practice is not immoral, and it is legal for DJW Property management to restrict tenants from making false and defamatory statements about the company and or services.
  DJW Property management is a leader in our industry, and we treat all clients fairly and with respect.
  This tenant agreed to the terms of the lease when they executed the document prior to moving into the property. Unfortunately, ********** is upset because we have deducted funds from his security deposit refund as they did not leave the property in the way in which they received it.Which resulted in a deduction from their security deposit for cleaning and repairs.
  No fines or legal actions have been applied to this account.
  Please feel free to contact the BBB and request the two letters our attorney has presented in response.
  
  Thank you
  DJW Property Management.

  Customer Answer

  Date: 12/24/2024

   

  Better Business Bureau:

   

  I have reviewed the response made by the business in reference to complaint ID ********.

  Now that DJW Property Management has withdrawn its threats of legal action and fees to suppress my bad reviews about its poor business practices, this issue is resolved.

  I do believe that DJW Property Management should cease using their non-disparagement clause in contracts but I have no ability to pressure them to do so. Anyone considering doing business with this company should be cautious. They do not and will never have anyone else's best interests in mind. Beyond looking to offer any kind of good service or make any steps forward in the industry as self-declared "industry leaders," DJW Property Management is just here to make the owners of the company more money and will do anything to do so, even through unethical and immoral business practices.

  At this time, I am not satisfied with the resolution but will be closing this complaint. 

   

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

• Initial Complaint

  Date:09/27/2024

  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.

  After providing horrible services and being extremely rude I left a review for DJW which they are now attempting to charge me $2000 for for disparagement. according to the consumer review fairness act, they cannot prevent me from leaving a review even if they attempt to put those terms in the contract.

  Business Response

  Date: 09/30/2024

  After further review, the fee has been removed. 

  Thank you. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22349441
  
  I am rejecting this response because: The charge is still on my account - screenshot attached.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/03/2024

  We show the charge was removed on 9/30/24. 

  Thank you. 

  DJW Property Management

  Customer Answer

  Date: 10/03/2024

   
  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:11/13/2023

  Type:Customer Service 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.

  11.13.2023 Have a lease and can't contact company regarding lease without being hung up on. Fees everyday for no reason am hung up on when I try to respond. When I ask for additional contact information I am not getting it. I filed a restraining order with law and am being forced by the company to live and be in touch with this person.

  Business Response

  Date: 11/15/2023

  This reviewer is not a tenant or client of DJW. They have been informed, since they are not a party to the lease agreement, we cannot discuss the terms of the contract with them. 

  Thank you,

  DJW Property Management

• Initial Complaint

  Date:08/13/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Loop hole discrimination and false advertising.

  Business Response

  Date: 08/21/2023

  Although our website does say "For acceptable applicants, the screening process will be short, and they will be approved. For other applicants,red flags might appear during your screening process, in which case we will look further. An applicant may qualify based on income and rental history but have poor credit. If we think the applicant is a reasonable risk, we will offer them approval with additional security deposit equal to at least one months rent. This verbiage is listed under our management services tab, which explains in detail our management services, fees, screening process,and collecting rent, which is meant for owners, it is not considered our tenant selection criteria policy. Our tenant selection criteria policy can be viewed under our rental policy tab, which clearly states, as a representative of the property owner, we must act in their best interests; therefore, an Applicant must have good rental references for 6-months or more within the last 18- months unless applicant has just sold their home and monthly income of two and a half to three times the rent amount. Relatives are not acceptable as rental references. Application may be denied for evictions, damages beyond normal wear and tear, illegal activity on premises, refusal to re-rent by previous landlord or a balance still owed to previous landlord. All information showing on the credit report is subject to verification, including previous address and place of employment. To ensure that all applicants are treated the same; DJW uses a point system to evaluate credit. Each of the following award points against the applicant: (1) Any 2 credit accounts that have been rated ***** days late, (2) Any credit account that has been rated 120 + days late,(3) Any 2 credit accounts which are rated as having gone to collection, (4) Any charge off, discharge Chapter 13 Bankruptcy, vehicle repossession, lien, or any unpaid civil judgments. A criminal record verification is made on all persons over the age of 18 who will occupy the property. Cause for the application to be rejected includes conviction of (1) Illegal drug or gang involvement of any kind, (2) Any violent act against another person, (3) Vandalism, Arson, etc.(4) Burglary, (5) Criminal Trespass, (6) Stalking. No felonies within the past ten years will be accepted. If application is denied, an approved Co-Signer may substitute their application, sign the lease and accept full financial responsibility along with the applicant. In lieu of a Co-Signer, and at DJWs discretion, the applicant may pay a security deposit equal to the maximum the law will allow. This applicant was asked to provide a cosigner because they did not meet tenant selection criteria in all areas and additional deposits were not being accepted for this unit; this applicant chose not to provide a cosigner; thus, we could not move forward with this tenants application.

  Thank You, 

  DJW Property Management

• Initial Complaint

  Date:07/28/2023

  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.

  2 months after our move out and receiving our portion of the deposit back minus their charge, they sent us an email with an attached invoice stating it was missed on their end and that we still owed them more money, for additional cleaning. I called them immediately about this to dispute it and they said any issues need to be handled over email for paper trail purposes. I responded to this email letting them know that, per ***** law, any money requested more than 30 days after we vacated the property was no longer our responsibility, to which they never responded.The place we are applying for now, just received something back from them stating we had a balance due and that if we did not resolve this issue, we would be denied for renting from them.I immediately called DJW to figure out what was going on. I spoke with someone at the front desk who then spoke with the people who typically handle this and would not let me talk to them. She then came back to the call and told me that this was sent to a collections company and that they would not handle this issue in office as it has been almost a year since they asked us for the money. I asked why they would send something to the rental property that we are attempting to rent through stating that we have a balance with them if they won't handle this issue in their office. She stated that I must call the collections agency and that I need to settle the debt with them and then hung up one **** attempted to call back as I was trying to get more clarification and they would not & still won't answer my calls.I did call the collections company that they told me to call and they stated they did not have anything in collections for me or my husband. So I was able to confirm that. I attempted to call DJW again to which they still did not answer my call and I left them a voicemail regarding this issue. I also emailed them and had my mom call them to which they also hung up on her.

  Business Response

  Date: 08/04/2023

  The tenant was provided their final statement and refund within the allotted 30 days; however, a revised statement was sent when an additional invoice was received late. The tenant was informed they were responsible for the additional costs since it was cleaning considered above normal wear and tear and informed to remit payment immediately to avoid the balance being sent to collections. The cleaning service invoice is dated within the allotted 30 days and, though we apologized for the vendors error in providing it late, the tenants are responsible for the additional invoice,since its cleaning considered above normal wear and tear and especially since the invoice is dated within the tenants dates of responsibility, i.e., 30 days of their lawful termination date.
  
  Thank You
  DJW Property Management 

  Customer Answer

  Date: 08/13/2023

  This company still refuses to talk to me and my husband. We have now been denied the ability to rent a place because of their neglect. We do not have anything in collections according to the collections agency they referred us to speak with. And upon calling them they will not answer my phone calls, my husbands phone calls and will hang up on us if we call from another phone number as soon as they find out its us. I have also reached out via email and they STILL will not communicate with us! They refuse to let us *************** with them stating this debt is no longer able to be settled with us and there is no where else this debt is being held. They are interfering with our ability to find a place to live and will not let us settle the debt. I dont think they should be allowed to tell another company that we owe them money if they wont let us pay them directly and there is no where else for us to go to pay this debt. 

• Initial Complaint

  Date:06/06/2023

  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.

  Company forced me to pay a move out fee which is against the ***** code 55-2007 which stars that no lease is subject to an entrance or an exit fee. I have requested my money back which they have ignored my emails.

  Business Response

  Date: 06/09/2023

  ***** Code 55-2007 which this tenant is sighting does not apply to residential homes as it is part of the Manufactured Home Residency Act. This tenant's rental is a residential home and not a manufactured home; therefore, ***** code 55-2007 does not apply to this tenants claim, which means all fees that have been applied to this tenants account are valid and in compliance with the terms of the lease.

  Thank You, 

  DJW Property Management

• Initial Complaint

  Date:04/18/2023

  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.

  This is a property management company who refused to replace carpet and patch holes to the property I rented. The last tenants were smokers and left cigarette ***** all over the carpet. They had animals that peed everywhere on the carpet. Visible stain throughout the house that they said would be fixed before I moved in. They never were. I would not have agreed to the terms otherwise. This is a health and sanitary issue, read the yelp reviews and you will have a better understanding of the type of people who run this business are. Unethical! I never moved into the place and now they are refusing to fix the place up or refund me my deposit. I never even moved in it was that bad.

  Business Response

  Date: 04/20/2023

  No specific repairs were promised to this tenant and the repairs the tenant is concerned about our cosmetic issues; therefore, as outlined in the lease agreement, which this tenant signed and agreed to adhere to, specifically states repairs are done as required by the agreement, and not at the preference of the tenant. All cosmetic repairs are at the discretion of the owner; however, we did reach out to the owner again, after receiving this tenants concerns, to request permission to address the cosmetic wall defects and the other small items noted by the tenant, which has been approved. We informed the tenant the cosmetic wall defects, and the other small issues did get approved by the owner;therefore, a technician would be in contact, to schedule an appointment for the approved repairs, which the tenant has failed to schedule with our vendor.Unfortunately, the carpet is not being replaced; and although there is permanent staining on some areas of the carpet, our documentation shows the carpets were professionally cleaned on 4/6/2023; please see uploaded receipt;therefore, DJW is compliance with the terms of the lease and ***** State code.Additionally, if the tenant chooses not to take possession of the property,then they will be responsible for the terms of the lease and the termination fees listed within the lease. The issues reported by this tenant are non-hazardous issues and they do not deem the property uninhabitable;therefore, all terms of the lease agreement are valid and enforceable.
  
  Thank You,
  DJW Property Management

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19952862
  
  I am rejecting this response because:

  The agent who showed the property *****, was representing DJW and the owner when she made these promises. The carpet would be cleaned and if the stains did not come out it would be replaced. She also told me that workers did touch *** on the walls but you can clearly see through pictures no touch *** were done, there are still holes in the wall. Nails are still in the walls. She also promised the tile that looks pee stained would be replaced. I would not have signed the lease to a property in the condition it was in. Also please review the yelp reviews, 80 plus negative reviews on the same experiences I've had. Please review the photos attached.

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

• Initial Complaint

  Date:09/13/2022

  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.

  We inquiired about a Boiserental properties availability, terms, questions etc, was told to apply for it to secure it.., fair enough We filled out the required applications on their website clearly showing it still available as of 9/12. 40 mins after applying and paying 2 x $34.14 we received a template email stating "sorry this property but we can apply our application towards another proeprty for 30 days", clearly "bait and switch". The property was not removed from their own website until that evening long after we were told to apply. If it's not avaialbe stop taking money and applications from potential clients! l promptly emailed them notifying them we would not be doing business together also demanding a full and immediate refund for which they are stating we must pay a "convenience service charge" even though they have provided nothing but flase promises, certainly nothing remotely resembling convenience, and aggravation. I've since contacted my CC company and disputed even this small fee but would like to have them investigated as well as reflect the horrendously terrible service they provide. I had also contacted the last renter to inquire about both the property and share our awful experience we've experienced she said they were completely unresponsive to her then outright rude when it came to moving out at the end of the lease.

  Business Response

  Date: 09/16/2022

  Prospective tenants are never told that simply applying will secure the property for them. As a representative of the property owner, we must act in their best interests and continue to market the property and accept applications, to be placed on a waitlist; therefore, all properties are considered available until a signed lease agreement is received, especially since an approved applicant can withdraw their application before endorsing a lease.When this prospect inquired about our available property, the unit they inquired about was available at the time, since we had not received a signed lease. Application fees are processed by our third-party merchant and not by DJW Property Management; however, it should be noted this prospects application fees were refunded since the property was no longer available and they did not find another property within our portfolio that they were interested in. Additionally, they were told it would take 5-7 business days before the credit would post to their account. DJW cannot be held liable for the length of time in which credit card companies/banks take to process refunds. Last, the additional $4.14 fee was charged because the applicant used a Debit/Credit Card, which incurs a convenience fee. The convenience fee is non-refundable and there is a disclaimer making this known, prior to an applicant submitting their application; we have included the disclaimer verbiage below.
  
  PLEASE NOTE CONVENIENCE FEE WILL APPLY:
  - eCheck/ACH is $2.95 and is paid by the Payer.
  -Credit/Debit Card payments fee is ****% + $3.17 of the amount and is paid by the Payer. The convenience fee is non-refundable.
  *Please be advised that attempted chargebacks for non-Fraudulent transactions through the PayLease system will be subject to criminal investigation and these individuals will be prosecuted to the fullest extent of the law.
  
  Thank You,
  
  DJW Property Management

  Customer Answer

  Date: 09/16/2022

  We utilized DJW's own website after being told by the listing agent herself to "apply online for the property"and did so. IT is not the responsibility, nor financial burden imposed, of teh customer to HOPE properties showing avaialble are in fact avaialbe yet DJW has no problem in effectively attemtping to force customers to shoulder without care or regard.  At that time we applied for said property it showed as available on YOUR site therefore we proceeded to try and secure it only to receive an almost notification stating  it wasin fact NOT AVAILABLE.  From the customer side this is is classic "bait and switch".  Any supposed convenience fees ought not be put upon the customer as we did not receive anything from this transaction other than horrific customer service. We were refunded most of our fees paid and will recover the remainder however this does not in any way rectify thisinexcusable actions by DJW.  REgardless of who you pay, what reasons you pay them, who your aprtners are from teh customer side we received nothing other than time wasted, aggravation, disappointment DJW clearly isn't worthy of the 1 1/4 stars they've earned on Yelp and other social media review sites. 

  Complaint: 18021333
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2022

  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.

  We moved out of an apartment rented through DJW Property Management and when we moved out were presented with charges that far exceeded any damages or required cleaning from DJW's end. The charges included us not receiving any of our $700 security deposit plus an additional $528.37 fee. When we reached out to DJW to receive an explanation of the charges our concerns were repeatedly dismissed and we were told the correspondence between us was complete. DJW placed an exorbitant $665 cleaning fee to "clean" a previously cleaned 2 bedroom, 1 bathroom apartment with an explanation of "quantity - 19", "description - cleaning", "rate-35" and then upon inquiry said this non-existent explanation met their duty to inform us of the charges rendered on our move-out with no additional explanation. DJW also placed very high repair fees on our move-out and when we asked for explanation and included our move-in report that noted damage such as nail holes they said that report did not count and they did not need to explain their charges. Every time we asked DJW for an explanation of the move-out charges they said we waived that right by not having a move-out inspection. However, while we made every effort to have a move-out inspection DJW's agent first tried to have us waive that for a walk-through, gave us next to no availability to have that inspection, and was generally non-respondant. Their move-out agent also did not indicate nearly the level of damage they later claimed in the report they sent nearly a month later.Throughout this process DJW treated us with contempt, attempted to avoid giving us explanations and sought only their own profit even after our lease ended. We are happy to pay charges such as a carpet cleaning fee and even reasonable charges that DJW can explain. For their part, DJW sought to avoid responsibility, explanation, and any reasonable level of customer service to a former tenant.

  Business Response

  Date: 08/26/2022

  Our office has responded to all emails received from this tenant. During our correspondence, we clearly explain that all documentation we are required to provide was included with their final statement. It was also explained, any cleaning that *** be required is dependent on the level of cleaning necessary, and if a tenant leaves unaddressed items, like this tenant did, then their security deposit funds are used to cover the cost. Our inspection report documented, these tenants made no effort to clean the unit, resulting in lengthy cleaning time. These tenants argue they documented preexisting nail holes on their move in checklist, which is incorrect; it was our agent who made a footnote on the move in checklist documenting sporadic nail holes throughout, however, our documentation noted fewer than the excessive nail and s**** holes required under *********** Code and during the move out inspection there were more than 5 nail holes per wall,which we documented in our move out inspection report and photos.
  It should also be noted, per section 71 of the lease agreement, move in checklists must be turned in within 3 days of the lease start date to be considered valid; these tenants move in checklist should have been received within our office by 5/24/19; their checklist was not returned until 5/31/19 making it null and void; please see attached documentation. Therefore, their security deposit funds were used to address the needed cleaning and repairs, considered above normal wear and tear, which is in compliance with ***** code. If tenants do not wish to pay our vendors prices,it is their responsibility to ensure all cleaning and repairs, above normal wear, and tear, are addressed before the move out inspection is completed.
  Lastly, our agent did not refuse to conduct a move out inspection with the tenants. It was in fact the tenant who canceled the original appointment time, as seen in the text documentation provided by them and they did not request to reschedule. Our agent also informed them additional cleaning and repairs were needed; however, this tenant did not return to address it. Our agents cannot always accommodate appointment times that are perfect for the tenant, however, if a tenant wishes to be appraised of the exact details of each item which *** be documented, it is their responsibility to be present for the scheduled inspection, which these tenants CHOSE not to do. Furthermore, DJW and our agent always treat tenants with respect and professionalism.

  Thank you.

  DJW Property Management

• Initial Complaint

  Date:07/06/2022

  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.

  My name is ******** and I was a previous tenant of the Table Rock Road property. My roomates and I are extremely upset that we only received 1/4th of our initial security deposit with no explanation. We read through the lease and understand the carpet cleaning fee - although we've had multiple girls move out of the house in the meantime and they did not have to pay any fee and got the entirety of their security deposits back. Inspections were conducted for each tenant that left and they received their entire deposit back. It seems us 4 got stuck with fees that should have applied to every tenant that has vacated the property since the beginning of the lease in 2018.There is also a statement for a "cleaning" fee of $595 with no itinerary or explanation of what was cleaned. It simply says someone cleaned for 17 hours at a rate of $35. Upon looking up the company used, "Action Maintenance," it appears their address is the same address in Eagle as your company's office, which is a bit bizarre. We left the house in pristine condition and did a thorough cleaning of the kitchen, common areas, etc so if we could receive a thorough explanation as to what was cleaned for $600 that would be great. We believe they are faking cleaning fees in order to make a profit off of tenant's security deposits instead of returning them.

  Business Response

  Date: 07/08/2022

  Those tenants who moved out previously are not a party to the current lease agreement and cannot be held liable for the current condition in which it was returned to DJW. Each of the tenants who moved out previously had a move out inspection completed and their security deposit charged accordingly. Please note, the tenants who are a party to the current lease agreement are the only ones who can be held equally responsible, which was each tenants choice when they endorsed the lease agreement.
  During the most recent move out inspection several areas were documented, with photos, as needing additional cleaning and if these occupants would have been present for the move out inspection, DJWs agent wouldve made each of them aware of the issues. Additionally, tenants are responsible for obtaining and keeping their own move in and move out documentation. Since no move in checklist was returned noting preexisting issues, all cleaning/repair issues, above normal wear, and tear, were processed in accordance with ***** code. It should also be noted, the size of the property accounts for the increased time required to clean all areas noted. Please see the attached photos pertaining to the additional cleaning needed. 
  

  Customer Answer

  Date: 07/08/2022

   
  Complaint: 17530228
  
  I am rejecting this response because: this company is refusing to provide proper documentation for what cleaning services were performed. We have a right to an itemized list under ***** law and they are refusing to give any detailed information on what our security deposit was used for.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/13/2022

  The required itemized statement was provided within 30 days of the tenants lawful termination date, which included all invoices that were applied toward the tenants security deposit.
  
  Thank You,
  
  DJW Property Management