Complaints

This profile includes complaints for Pro Town Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pro Town Properties

  220 N. Broadway Street Joliet, IL 60435-7167

• 

  Pro Town Properties

  P O Box 3138 Joliet, IL 60434-3138

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:03/08/2025

  Type:Sales and Advertising 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.

  This business is making false charges to keep all deposit. Per letter sent water bill due was 1326.** when we had already paid down to $930 Making false claims of changing ************** had a house pipe bust and wants to change tenants for damages. **** was reported water was shut down completely from city. We made company aware and they said they couldnt find a busted pipe. Filed a property(personal) damage claim with insurance and was told house damage should be covered by landlord as it is out of tenants hands. We are being charge water damange. Paint.We left floors cleaner than received we had to hire company to clean when moving in. Floors were vacuumed moped and swept. This company is known for trying to keep security deposits has been mentioned in their reviews previously.

  Business Response

  Date: 03/17/2025

  At the time that the move out statement was sent the water bill was not paid. We had asked for proof from the tenants that they paid it so we could remove it from their account, but it was never received. We reached out to the City of ****** and confirmed that it was in fact paid so that charge has been removed. The current balance on the account is $75.00 after the water bill was paid.

  
  In regards to the broken pipe. The tenant called our urgent maintenance line over the weekend of 1/30/25 and a work order was generated on 1/30/25. We spoke to the tenant and informed them that they would be billed for the damages done to the unit for not having the heat set at a correct temperature for the cold weather causing a pipe to burst in the bathroom. Upon further review it appears that it was not in fact a pipe in a wall it was a pipe for the sink faucet that had to be replaced due to it bursting. It burst due to water freezing in the line.  Regardless of the location of the pipe the charge is still the same. When the pipe burst water was spraying all over the bathroom for an unknown amount of time causing extensive water damage which the tenant was billed for as well. The tenants filled out intent to vacate forms and received move out instructions advising them to make sure the heat was set to an appropriate temperature, and they failed to follow directions causing this damage. In addition to that it is also in their lease under resident obligations. This is tenant damage which is why they are being billed for it.  I have attached a copy of their updated payment ledger, lease,  move out instructions, and intent to vacate form proving they received both documents. I have also attached pictures of the water damage from this situation.

  
  We have already sent the tenant requested photos of the damages as she was emailing with us before filing her complaint with the BBB. All photos attached except picture labeled 5704  are some of our pictures we sent to the tenant proving damages and the photos show the damages that the tenant was billed for.

  
  Picture 5705 shows where the tenant installed keyed locks on a bedroom door which is against city code and not how they rented the house, they were billed for that as well because they had to be replace to the correct knobs/locks.

• Initial Complaint

  Date:06/05/2024

  Type:Customer Service 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.

  Was charged for a maintenance bill that i cannot pay and charged for

  Business Response

  Date: 06/07/2024

  You were charged a maintenance fee because your sink was clogged with personal products and hair. Your signed lease indicates the following:
  

  6. USE AND REPAIR:  Lessees are subject to a service charge for maintenance calls.
  16. RESIDENT OBLIGATIONS: b) Keeping the dwelling clean and sanitary, removing garbage and trash as they accumulate, maintaining plumbing in good working order to prevent stoppages and/or leakage of plumbing fixtures,faucets, pipes, etc.
  

  You may contact the office to set up payment arrangements,but the fee will not be waived. In the future, please prevent unnecessary things from going down your drains to avoid tenant damage charges. 

• Initial Complaint

  Date:08/26/2022

  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 have had issues upon issues with protown unfortunately. We had water damage in our attic and they came over and painted over orange spots AND CRACKS on the cealing the water had created instead of fixing the issue, we had to call them back to fix the hole in the roof that was causing the leak. We also STILL have a leak in the foundation they have YET to look at that we HAVE reported where any water from the porch will leak into the basement. It's cost us money from when water has damaged items. They don't do anything to take care of their houses. The porch and steps are disgusting and all the paint is peeling. I called them when I was 6 or 7 months pregnant to have them repainted. They showed up out of no where about a month later asking me (while I was extremely pregnant) to move all the furniture off the porch so they could paint (my fianc was at work) I told them I couldn't physically do that so they left, i called protown and explained that we needed an appointment because of the situation where it's just me at home all day and pregnant or not I can't move all the furniture alone, they assured me they understood and said it was possible. Flash forward, my baby is now 4 months old, and they stop by unannounced saying that they're there to paint the porch. No appointment. Obviously the same thing happens so I call protown and they flip the script on me and say that they don't need an appointment for exterior work, knowing that an appointment is needed to clear the porch off the day before. I explained I was promised an appointment and was basically told too bad I'll have to wait another 6 months. Not to mention they don't offer central air in the house so we HAVE to have ac units. It's ******* heat. The house can't HANDLE powering all the ac units so the breaker trips. Their solution is to tell us to not have them all on at once and someone will be out to have a look eventually. I have 3 bedrooms that need to be cooled, 2 have young kids in them. Not ok

  Business Response

  Date: 09/02/2022

  When there was water damage in the attic, we did repair the problem with the roof and repaired the water damage before painting and repairing the ceiling.

  
  Regarding the leak in the foundation- this home was built in ****. It is absolutely not uncommon for a foundation of a 122-year-old home to have some leaks during heavy rains, it is stated in their lease that they may use the basement at their own risk. It is unfortunate that they chose to store their belongings in the basement. If they purchased renters insurance,like we recommend during lease singings, they hopefully should have been able to be reimbursed for their damaged items.

  
  Front porches/ steps do need routine maintenance, which we understand. We attempted to paint the porch on 8/11 or 8/12, the tenant told our maintenance staff that they needed the weekend to move the furniture. We returned on 8/19 and nothing was moved and the tenant stated they did not want the work to be done that day. Whenever the tenant is ready they can call the office to set up an appointment and we will do our best to get them on our schedule,weather permitting.

  
  When the building was built (122 years ago), all the upstairs bedrooms were put on one circuit, with running 3 window units, it is not uncommon for a circuit to trip. We have since added additional electrical lines to the home (3 were added 7/2020). This home is not equipped with central AC as it is an older home. The home did not have central AC when they signed the lease for the home, and they were aware that they would have to use window units to cool the home.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17779584
  
  I am rejecting this response because:

   

  i will not stand by as you lie avout everything. I ca records of every time i called you guys. Lets start with the first case of dishonesty.

  You have never done any type of repair for the water damage in my son's room, even though the celing continues to bow downwards. You put paint over it and that was it. As well as no actual repair for the water damage on The cealing in the staircase. Let's not lie here, you're a company take responsibility.  

  Regarding the leaking foundation, which should not be put in quotation marks as if it doesn't exist, allows SNAKES into our home as well as water, you could attempt to stop that. You never once mentioned any risk with the basement or recommended that we purchase renters insurance which we have anyways despite you. It's not a good look to continually lie to the BBB.

   

  Your rebuttal to the steps is laughable. I made my initial complain when spring started. It is now the end of summer and the porch has yet to be painted. Let's tell the ***** please. I called and Informed you way an appointment was needed as I was pregnant and even if I wasn't we needed a days notice atleast to clear off the porch. It was agreed that we would be informed prior so that we could prepare. Both times they showed up to paint, one in the spring (when i sent them away and informed them I needed an appointment) and once in August when they showed up again without an appointment. I called protqn and was given excuse upon excuse of why they didn't make an appointment. "Oh we don't need an appointment for exterior work," I was ensured we could get an appointment bc of the situation.  

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

  Business Response

  Date: 09/12/2022

  As far as the roof leaks go, we came out and repaired the water leak and then came out to patch the paint which was completed.  If there is still a problem, please call the office to report it so we can generate a work order to resolve the issue. If there are holes or cracks in the foundation that require patching, again you would need to call the office to make a work order for that and we can assess if anything can be done but old basements do leak during heavy rains.  When we attempted to come out for the paint someone at the house let the worker know to come back the following week and the contents of the front porch would be moved.  When we sent the same employee back out, nothing was moved.  
  
  When the original lease was signed in May 2018 *********************** (still current tenant) was informed about the renters insurance and he signed a sheet of paper acknowledging we discussed renters insurance.
  
  Line item ********************************************************************************************************* to any property placed in any store room or any storage places in the building, such store room or storage place being furnished gratuitously and not as part of the obligations of this lease.  Tenants leasing single family homes may use basement at their own risk.
  
  Line 7 of YOUR signed lease labeled PERSONAL PROPERTY states Lessees are encouraged to purchase renters insurance to cover their personal property.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17779584
  
  I am rejecting this response because: once again this is a lie, I was there for the signing, whether it's in the contract or not it was not discussed with us. 

   

  in regards to everything else. We have called multiple times about the foundation, more than once actually, as your recorded call log will show. It still hasn't been fixed. 

   

  no one told anyone to come back a following week. No one came back the following week. I was ensured i coild get an appointment to prepare. One was not given to me OR my fianc or we would have been prepared. You sent the maintenance with no warning yet again, and when I called once again to say that u needed am appoi tment in as told no appointment was needed for outside work, and when I explained the situation AGAIN I was told that ********* would be back in SIX months. This is unacceptable. I've been waiting six months already for this to happen.  

   

  not to mention matenince still hasnt been out to adress a wiring issue. You guys state you were there in ************************************************ you did it while no one was home and made no one aware of it. We still cannot air condition our children's bedrooms as well as ours when we still have 87 degree days. There's no clause or mention in the lease of output wattage limits, simply states there's no central ac, meaning we will have to install our own window units. We can't even run an oven and a toaster at the same time. Nothing about this in the contract nor were we made aware of this issue. 

   

  these things need to be fixed. Snakes in the basement, leaking foundations, old wiring that can't handle modern technologies, and a porch that is so peeled of paint that it is dangerous to walk on barefoot. We signed a lease to have a livable place. We pay our rent every month without fail. Why are you refusing to hold up your end of the contract? This is not livable. Please fix these things instead of making excuses. I will not accept less. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/21/2022

  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.

  A list of repairs promised to be completed upon move in a year ago, left incomplete, windows that do not open, windows that do not have screens, windows that are rotting out of the frame, a toilet that doesnt properly flush, a lawn missing grass, a ceiling fan still makes noise like the mouse upstairs playing, a garage that is inaccessible from the outside, garage missing windows. There is a bug and mice infestation which this company would not even inspect and told it was not apart of our lease and cost out of my pocket. The basement leaks every time it rains and welcomes the mice in the fall. Theres trees growing in the gutters. General maintenance on their properties is a foreign term to this company, this company is not proud of their homes and kind to their tenants. Countless Unannounced drop in visits, disrespecting a tenants right to privacy and letters taped to the door that threatened eviction even when agreeing to a due date.

  Business Response

  Date: 07/27/2022

  We currently have one open work order for this tenant for his windows not opening. This work order came from a city inspector not the tenant. The city was notified about the issue with the windows by a women claiming to be the tenant, but we only have one man as the tenant at this property. However, he will not allow us access to his unit to fix the problem and he has a dog and has threatened that if we come over without his permission the dog will bite. We have sent several emails requesting the tenant to give us access and asking him when we can access the unit. We still have not received a response with that information. In regards to the windows, when we spoke with the tenant he stated last time we were out the windows were painted shut and we had to open them with a hammer. We have not been able to again access this time to check the current issue with the windows. All other work orders have been completed. If a new work order arises or a previous work order was not fixed to his satisfaction the tenant must notify the office of the problem so a work order can be generated and the he will have to allow us access to the property to fix the issue.  He mentions a toilet that does not work in the complaint as well.  We have been out to take a look at this problem and it works when we arrive.  When we reached out to get more information, the tenant gets upset, starts yelling and ends up hanging up.  We can not fix a problem that the tenant will not communicate to us.  The garage is perfectly functional however the tenant is mad he has to walk through the yard to unlock it.  The tenant also requested grass seed for the few bare spots in the yard and then became irate when we dropped some off. He also agreed to a lease that states it is his responsibility to take care of his own extermination.  
  
  In regards to the unannounced visits, when a tenant does not pay their rent on time, it is our policy to serve a 5 day notice for non-payment of rent. When  he signed his lease he agreed to pay his rent on the 1st of every month. When rent is not paid on time, we must try and serve the 5 day notice which requires us to visit the the property and knock on the door to attempt to personally serve the notice. After a number of tries if we are still unsuccessful with personally serving the the notice, the notice will be posted on the door. There is also information about serving and posting notices in the tenants lease agreement which he signed and agreed to. 

  We recommend he should review the lease so he can go over what was agreed to when the lease was signed.