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:07/30/2024

  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.

  This property management company failed to provide housing to myself and my roommate. When we were set to move into the unit, it was unlivable (no kitchen counters, active leak spraying water onto the kitchen floor, no toilet, no shower, no walls in the bathroom, power tools and building materials all over the unit). We were left completely without housing for the first night of our lease, and only after bombarding everyone in the business with calls and emails, we were given an ****** to stay at until the work was completed, which took about three weeks. While they reimbursed us for some costs associated with this, they did not reimburse rent for this period. After we moved into the unit, several repairs still needed to be completed, many of which are building code violations. Among these repairs are an unmounted electrical outlet under the kitchen sink, nails sticking out of the floor near the front door, several parts of the kitchen counters that have fallen apart in the weeks since we moved in, fixtures in the bathroom falling out of the walls, and almost all of the caulk peeling off the bathtub. After nearly constant contact with several different employees, these issues still have not been resolved after three months since the start of the lease. Their online rent portal does not allow us to withhold or reduce rent, as is our legal right, and we have now paid them upwards of $6000.

  Business Response

  Date: 08/14/2024

  Durante & **************** is working on correcting any issues within the unit as fast as possible.

• Initial Complaint

  Date:04/06/2023

  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.

  I am a current tenant and the company does not provide me what we agreed on the lease terms. Specifically, arrangements for maintenance visits. I have escalated this to the property manager(*********************), district manager (*******************) and got no where. Yesterday, I found the district manager (*******************) with a solar company guys without a previous notice as per our lease 24 hours. I am not getting what I paid and sign lease for. The issue still exists and started made me feel uncomfortable, invaded my privacy, and breach of the contract lease. Despite the micro-aggression, lack of communication, and told them many time to comply with the lease terms but no one follow. I need some help as I am not getting what I paid for. I have tried many times to work with them but still, they insist to breach of contract without consequences. I have been in the house less than two months and they made it difficult for us to enjoy the house, made everyone in the house uncomfortable, invaded our privacy, trespassing, and breach of contract. Your help on this matter is greatly appreciated.

  Business Response

  Date: 04/16/2023

  Dear BBB,

  We have always contacted and coordinated every maintenance request with the tenants.  The owners of the property are paying for lawn care and are sending lawn care professionals at the agreed upon time and schedule.  The property owners and the property management company has conformed to the lease terms of the agreement.  If the tenants are unhappy with the home, they can break the lease and follow the lease break terms in the agreement.

  Thank you,

  Durante & Rich **** Estate

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19902763
  
  I am rejecting this response because:

  1- gardener shows on my property without a previous notice 24 hours as per lease. (my son was playing in the backyard and the gardener entered my property without my permission. Put me in a bad situation to confront this man looking at my son while he is playing, the man didnt even have tools). I didnt get any notice from the company that anyone will be visiting or entering my property. When even **** did texted my wife that he is coming it was after the incident ****************************************************************** the house. No 24 hours notice provided. 
  2- the owner of the landscaping company shows up knocking on my door without permission or previous notice, asking me to open the side gates as he tried to open it and was locked so he can make an estimate to extend some water lines in the backyard to other trees. No 24 hours notice provided. 
  3- my wife and I have explained and expressed our fears and privacy to **** and **** this is not acceptable and has to stop. They both made excuses, which is made the situation more complicated. 
  4- I have explained to **** and **** that they must to stick to the lease terms and give us a notice 24 hours, they didnt respond, when they responded they give us excuses because I called Denas communication unprofessional as she never addressed or help us with the issue. Technically blaming the homeowners.
  5- nothing in the lease is said we have to sign any documents related to solar lease. Per lease terms we have to allow the company to work and install solar. Your company has harassed us to sign documents to solar which we rejected. Not enough. Still, your company didnt contact me about the solars visit as usual **** decided to text my wife not to informed all tenants as per lease term. I open the door and the solar guy with B&Rs employee **** shows up. I have no idea that anyone is coming to negotiate with me to sign the documents, which I said no before and coming visiting me to negotiate will never bring a different answer. No one has email or text me about the visit, even my wife didnt even knows that **** will show up. **** texted my wife less than 20 minutes before the solar guy shows up that **** is coming. So basically, your company breached the contract many times. ****, I have given you several examples that contradict your claims. No accountability on your end. No compassion, no empathy, no fix. 
  

  I dealt with your employees ignorance, unprofessionalism, even giving us a house was not clean to move in and I had to pay a cleaning company to clean it, trespassing on my property without permission, and not communicating with me about gardener first 2 visits. ****, communicating to one tenant and ignore another one with late notice?
  

  I have never open BBB complain before because no one treat us this way, even trying to work with you or employees, the results is 0 of everything. Your company employees made us uncomfortable, scared, buying security cameras, locking side gate door, harassed by your companys unknown visits in the house that we paying for to feel safe and comfortable, which didnt happened. And you are telling me if you want to break lease break it on my expense? 
  

  I dont think this is the way of dealing with tenants. Tenants have rights and protections from these type of incidents. Thus, this against the realtors code of ethics, unprofessional, micro-aggression, and to me it sounds racism as we have been trying to work out with your company and nothing has been improved until your employee shows up himself without a 24 hours notice on camera. 
  

  Rich, we have lease terms you like it or not we have to comply to it. This applied both ways. I didnt pay you and have a contract full of lease terms to make me uncomfortable, scared, trespassing, and we cant enjoy moving in because you/homeowner sends people to us without a notice.

  Unfortunately you didnt give me the option to ask you to stick to the lease terms because I am not seeing it is going to happen or ever will be. So I am asking you to give us all the money back that we paid to you as we are not getting what we paid for. Including the cleaning company that I hired to clean the house as we were disgusted moving in and see fingers print everywhere, cobweb, and unusable kitchen that full of dirts of previous use. 

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

  Business Response

  Date: 04/30/2023

  
  

  The home was professionally cleaned. When the tenants moved in, ********* called me and said it didn't look professionally cleaned. I called the same cleaners who came out the same day and redid any work she felt it lacked. I followed up with ********* to make sure it was done and she responded "yes".
  
  
  
  
  
  
  
  Solar. The only way for the tenants to receive the solar discount is to sign an authorization form allowing the electric company to apply the discount to their account. They do not need to sign it. They can pay full price and the owners will wait until the end of the lease to install solar. **** texted ********* and received confirmation back that she knew of the appointment. **** sent that to us previously. The only reason **** is involved is at the request of the homeowner. They asked him to be at the house when the solar company spoke to the tenants. 
  
  
  Email confirming cleaning:
  
  
  
  
  
  
  
  
  Email about landscaper where he would not send us proof:
  
  
  
  
  
  
  Solar notice to ********* is attached.

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19902763
  
  I am rejecting this response because:
  
  The attachment you have provided it is a proof of what I said that he didnt say **** is coming with a previous notice. The timeframe of his message saying we are on the way that was before he showed up 15 minutes earlier. Also, why you insisting for us to have a discount on solar that we didnt agree to it in lease terms. It is so weird and odd that you insist for us to sign it and not installing solar. Something doesnt sounds right to me or anyone hear your story. 

  The gardener that show first time you blame the homeowner and you said he send it without your knowledge which is your responsibility. Second time, you are blaming the gardener showed up without a notice and he told me front of my wife the homeowner send me to get an estimate to fix irrigation. You didnt take accountability or responsibility and wants me to send you a footage of the third unknown visit by your gardener?? 
  

  If you are taking care of your business (following lease terms) and respecting tenants rights, that will never happened for three times in less than a month and you still not taking accountability or responsibility for it. 
  

  Here we are and I have been asking many times provide me a proof that **** reached out to me as I am a tenant to ask me for the solar? Or proof that he ask me for a previous notice for the gardener first, second, or third visit? Provide a proof that the solars visit you guys informed me when he is coming the day he came? I have camera footage recorded all the visit and conversation between ****(the solar guy) ****(your guy) and me that I have mentioned to **** that he came without a notice and I told him no one tell me there will be a visit today. 
  

  All of that dragging unethical way and behaviors must have a stop and tenants have rights. You cant have a lease with me and ignore telling me about visits. This called breached of contract. I can deal with anyone but I cant deal to find people coming to my home without my knowledge and every time you are creating your excuses. Enough is enough. 
  

   

  The attachment provide what I said and proof that he didnt say he is coming with a previous notice. The timeframe of his message saying we are on the way that was before he showed up 15 minutes earlier. Also, why you insisting for us to have a discount on solar that we didnt agree to it in lease terms. It is so weird and odd that you insist for us to sign it and not installing solar. Something doesnt sounds right to me or anyone hear your story. Per SDGE agent on a recorded line that the owner has the rights to install solar and all what I need is just to inform the electric company. However, I already informed you that via email but you still insisted us to sign documents for solar. For the BBB nothing in the lease says for solar we will have to sign any documents to get solar install only we are allowing them to do the work. Nothing else. They can proof otherwise if my statement not true. 

  At the end of the day, this is not what I paid for per our lease terms. This is not she said he said. We have lease terms that we all have to follow even if we like it or not. I see you guys are not giving me what I paid for and I am still paying my rent on time. BBB I did my part 
  

  Sincerely,

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