ComplaintsforProCore Property Solutions, LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I requested to have my lease broken early, and paid the fee in April. I was moved out and had the key returned before the end of April(photos with date, time, and place attached). I was still charged the entirety of May with no refund on that rent payment, they also already had someone moved in by the 15th so the unit had been technically double leased for that month. It has taken so much effort to get such little communication about my security deposit and any other questions I had. Today, June 17th I called them and told them that I would like my security deposit and that it was late. Within the hour I received a email with a receipt stating that they were charging me for breaking my lease again, so they want me to pay the move out fee twice, a $157 cleaning fee (which doesnt make any sense, I will be attaching photos of the apartment) and that I would only be receiving roughly $370 for my deposit. I am just wanting compensation for paying for the month of may, and my whole security deposit. I have given them about two months to be professional but they have failed to do so.

  Customer response

  07/01/2024

  Good morning ******, Im emailing you to just let you know I received a small fraction of what Im asking for from Procore. We can take this amount out of what we are asking, or not. I do see that they are giving a hard time with communication, I also just would like to take the time to thank you for helping me with this situation.  

  

  Business response

  07/10/2024

  Hello BBB, 
  It sounds like there are a few points of clarification and potential action items based on your message:
  

  1: Refunding the $350 Administrative Fee: ****** was accidentally charged the $350 termination fee, which ProCore is willing to refund. This seems straightforward. We will proceed with issuing the refund to ********.
  

  2: *** **** Responsibility: It's noted that ****** was responsible for *** rent until a new lease was procured starting June 1, 2024. This aligns with the lease terms provided.
  

  3: Move-out Clean Charge: ******** was charged $157.00 for a move-out clean, which is standard practice upon vacating the unit. This charge seems to be in accordance with the lease agreement.
  

  4: Security Deposit Refund: ******** received her security deposit back on June 17th, which was within the required timeframe as per the move-out disposition guidelines and lease agreement.
  

  Lease Section: 
  1.12 TERMINATION An administrative fee of Three Hundred and Fifty Dollars ($350) will be charged to all Tenants who have not completed their full lease term, and/or who do not give proper thirty (30) days WRITTEN notice. Tenant(s) would still be responsible for the RENT, THE UTILITIES, THE LANDSCAPING, and the UPKEEP of the property through the end of their lease term OR until a new lease is procured and the start date of that lease takes effect prior to the Current Tenant(s) Lease expiring. If a Tenant(s) is planning on leaving their obligations of the Lease Contract prior to the lease expiring, the Tenant(s) is required to contact The Landlord in writing informing them of such action. Tenants will be responsible for the cost of re-keying the property. This cost varies by the number of exterior locks.
  

  5: Cleaning Charges: Prior to ******** moving in, her unit was professionally cleaned, and the move-in documents reflect this. The charge for cleaning upon move-out is for the occupancy time frame and appears to be justified.
  

  Based on the above points:
  

  1: Issue the refund of $350 to ******** promptly, as it was charged accidentally.
  2: Ensure that all charges and refunds are documented clearly for transparency.
  

  If ******** has any further questions or concerns, providing clear documentation and explanations based on the lease agreement should help resolve any issues effectively.

  Thank You, 

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

  Customer response

  07/10/2024

   
  Complaint: 21864001
  
  I am rejecting this response because: It has been clearly stated that I tried to respect their terms and conditions with ending a lease agreement early. Because of this I did give a 30 days notice, which they acknowledged and had me do a showing around April 26th 2024. I was under the impression by *********************** that if they unit had been rented out by the 15th of *** that the rent for *** would be returned to me. So I was charged that rent, as well as the new tenants. That information was told to me over the phone so unfortunately I dont have the receipt for that. But I am submitting the conversations about showing the unit at the end of April. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/19/2024

  Hello BBB.. 
  
  We understated our vacated tenant is seeking more compensation from Breaking her Lease, However in her lease section clearly states: 
  
  1.12 TERMINATION An administrative fee of Three Hundred and Fifty Dollars ($350) will be charged to all Tenants who have not completed their full lease term, and/or who do not give proper thirty (30) days WRITTEN notice. Tenant(s) would still be responsible for the RENT, THE UTILITIES, THE LANDSCAPING, and the UPKEEP of the property through the end of their lease term OR until a new lease is procured and the start date of that lease takes effect prior to the Current Tenant(s) Lease expiring. If a Tenant(s) is planning on leaving their obligations of the Lease Contract prior to the lease expiring, the Tenant(s) is required to contact The Landlord in writing informing them of such action. Tenants will be responsible for the cost of rekeying the property. This cost varies by the number of exterior locks.
  
  The Tenant was still responsible for rent and utilities. The Break of Lease covers Marketing Costs to get the property rerented. 
  With our efforts we were able to get an approved renter on June 1, 2024 to take over *********'s lease.
  Our Contract with ******** was over on July 31, 2024 which was the end of her lease term. Procore was able to relieve her of her Rent on June 1, 2024,  when the new lease was taken over. ******** was only charged for her rent due to her lease term.
  
  ******* was refunded her Security Deposit funds within her time frame allotted to return funds. She also received the $350.00
  that was due back to her. Please let me know if there are any other details that *** need to be provided to close this case.
  
  Kindest Regards,
  ***********************
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requested maintenance to come fix the washer and dryer and the ticket was looked at but closed My clothing is not being washed as a result due to the neglect this business has shown

  

  Business response

  01/01/2024

  To respond to complaint 

  

  Business response

  01/01/2024

  Tenant issued work order for washer.  *************** was sent out twice.  First time, ***** could not duplicate the issue.  Second time, ***** took apart the washer and cleaned and serviced the washer.  By the time the tenant issued the third request the owner of the property hired a new property manager to take over.  Since then, the new property manager should be contacted to resolve this issue.  This is and has been no longer a ProCore issue.  To address the complaint we did everything requested by the tenant and by the owner to try and satisfy this request.  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/26 Apt 37 had burst pipe, reported same day through tenant portal and by phone 10/26-10/28 Water turned off for 3 days while plumber, excavation crew worked on Apt 37. I noticed heat was not working in my unit(Apt 38) and made maintenance request, no response.11/01 Made 2nd maintenance request to fix heat 11/02 ****** Heating inspected furnace, advised me that furnace had shorted out and that Procore would set up appointment to get it fixed, left space heaters(please keep in mind I have an infant in the house during this whole thing)11/03 Pipe burst again, plumber and excavation crew went back to Apt 37. No one contacted me to set up appt to inspect crawlspace or to fix furnace 11/07 Procore sent email reminding me to change air filter, responded to let them know no one contacted me about fixing furnace. *******(business owner) responded same day giving me a synopsis of what happened even though I was aware of what happened and asked if I had space heaters. No further discussion or appt made to fix furnace.11/17 ****** Heating came out again but could not fix furnace due to standing water. Advised that Procore would have to have restoration services come out. I emailed ******* about next steps, no response.11/19 Servpro came and did cleanup of crawlspace, advised that air ducts and insulation would have to be replaced 11/22 Sent email to ******* asking what next steps were, no response 11/24 ****** Heating came out and confirmed that furnace was working again but air ducts and insulation still needed to be replaced. Was supposed to contact Procore to have appt made for that to be fixed 12/03 Still no call from from ******* or any heating/restoration company. Sent yet another email asking what next steps are(each email I've sent has mentioned how an infant is in the house and how we haven't had heat). ******* responded asking if heat company came out 12/04 I advised of the current situation in a reply email, but still no response.12/06 Sent another email

  

  Business response

  01/28/2022

  There was a pipe that burst and flooded the entire crawl space that affected multiple units. We sent out a plumbing company to repair the pipe and a restoration company to remediate the water damage.  Unfortunately, this took time to repair and remediate.  The tenants were notified throughout this process of what was going on.  After the mediation was complete, we sent out an HVAC company to assess and repair furnaces which were located in the crawl space. Unfortunately, the repairs took a little bit longer than expected due to the amount of water the furnaces took in from the flood.  While the process and the coordination between ProCore and the vendors took some time, we were able to get resolution to the flood and remediation work. All of the communication between ProCore and the tenants living in this unit was put in writing and is recorded within our property management software. We did apologize for any inconvenience this may have caused any of our tenants but tried to explain that this is an unforeseen circumstance and wish it did not happen.

*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. ↩