Complaints

This profile includes complaints for Denton Floyd Real Estate Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Denton Floyd Real Estate Group

  509 Spring St Jeffersonville, IN 47130-3553

  
• 

  Denton Floyd Real Estate Group

  148 Jefferson St Ste B Lexington, KY 40508-1750

  
• 

  Denton Floyd Real Estate Group

  609 E Main St Louisville, KY 40202-1075

  

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:09/03/2024

  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.

  I have lived in this apartment for almost a year and it has been a living hell. From the LOUD NEIGHBORS, to the hassles when trying to pay rent; my ceiling leaking and the prolonged time it took to fix it, to them knocking out my bathroom wall and leaving it open for days on end allowing the smells from the sewer to invade my unit; and to add insult to injury, my building is infested with roaches and it is not being taken serious!! My neighbors leave food in the hallways, and nothing is done. The building is always dirty and it seems that no one cares but me. One of the maintenance workers even told me that the buildings are crappy and falling apart and nothing is being done. I spend as much time away from my apartment as humanly possible, at night I can’t even sleep because I’m constantly having to kill bugs throughout my apartment!!! This has been THE WORST EXPERIENCE i have ever had in an apartment in my 13 years of renting!!! This place should be shut down.

  

  Business Response

  Date: 09/03/2024

  ***, we appreciate you reaching out and making us aware of the situation and issues you are currently experiencing. As soon as we received your complaint, we reached out via email to address your concerns. We understand how you previously spoke to other managers at the community who are no longer there and we apologize that they were not able to assist you. We will continue to work with you and address those issues and ensure that your needs are taken care of as you prepare to move out. 

• Initial Complaint

  Date:01/31/2024

  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.

  NEVER rent from this company. Ever. We had a gap in our living room where the foundation of the building was falling apart. I dealt with management ignoring this issue along with other issues from April-October when I finally got ahold of corporate. She took $400 off the rent & said she would send “the best guys” to fix it. They didn’t fix anything in our apartment but the drywall, in which behind the wall was insulation covered in black mold. He just put new drywall up over it. It STILL leaked, and even started pouring water through the kitchen wall where that is now a gap. I spoke to the manager the beginning of this month & they held it off until 2 days ago, when the workers came out & just replaced the wood above the patio. They told us they were told by the apartment company to “fix it the cheapest way possible for them”. It STILL pours water and they didn’t even touch the kitchen window. The building is literally falling apart. The cracks in the walls are so big rodents now get in, and they’ve been notified about mice and roaches for over 3 weeks now. We have had roach problems since we moved in, in April. Our oven they have been told catches fire and needs replaced, over 6 months ago. They keep just rewiring the electrical components under the stove, which makes the fire hazard EVEN worse when it doesn’t get fixed. I have pictures, videos, and cameras throughout my house that records maintenance not fixing these issues. I have contacted a lawyer and the city code enforcement. Both have seen these issues and said this apartment complex should be shut down immediately, and since corporate is now ignoring my calls again, I will take this to court and make sure every single tenant in these buildings are evacuated. This is unsafe living conditions. Mold, roaches, floods, pipes busted, lights falling out from the ceiling and hitting my 2 year old on his head, sewage backups probably 5-8 by now, carpers exposed to where nails are coming through, the list can go on.

  

  Business Response

  Date: 02/06/2024

  We met with *** ******** at her apartment on February 1. 2024. A contractor also joined us so that they could look at the issues with water coming through the patio door and window. They are getting started on the exterior repairs on 2/2 and maintenance will be completing the other maintenance items. We gave her a concession for February's rent for the trouble she has had. She was really happy that we came to her apartment to look at the issues and we believe that we have restored her confidence in us as a place to call home.
  

  Customer Answer

  Date: 02/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution met my standards. *** ******* handled the situation very professionally & we are satisfied with the leak results, the last company sent for repairs on 2/2, the company was amazing and spent hours on fixing it. It looks as if they stopped the leak. Our oven was replaced, and carpet repaired on 2/2. We look forward to getting the other issues fixed and appreciate the issues being handled. 
  Sincerely,
  
  ***** ********

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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 state of the incident which was the 14 of December. We had no problems but that day. My dog and I got bite by a full blooded Pitbull which I had to go to the Emergency room and they notified the health department. When animal control got their the property manager which her name was **** said that they were not allowed to take that dog away and which animal had to because it was the law and yet **** kept stopping them by saying that dog didnt do anything wrong. my mother had to take my small teacup chihuahua to the emergency vet and he was bleeding a lot and had to get three staples in his neck and **** didn't care one bit and didn't work with animal control at all. Also the Pitbull never had his rabies vaccines and when me and my mother tried to make the concern to **** about it she didn't even cared. she only told us that if we wanted to that we could get out of our lease early. Which on the 14 we tried to but she threaten to take us to court to get the money that we refused to give her due to it being unsafe and she gaves us a notice to vacant and which we did but before she gave us that notices we letted her know that we was going to move out and was giving her a 30 days notices. Which in turn she retaliated and did a hole bunch of illegal stuff to us including turning only me in to the debt collector even though my mother was the sole renter of the apartment and they went off her income and anything would go to her. They never went on my income and they only put me on the lease because I was over the age of 18

  

  Business Response

  Date: 01/22/2024

  Hello,
  
  
  As soon as Villas of Jeffersonville was made aware of the initial incident, proper steps were taken to manage the situation and cooperate with the resident, ****** *****. We referred *** ***** to our lawyer as soon as the situation escalated, and he mentioned that he would pursue legal action. Attached is the communication between *** ***** and *** ******* our lawyer, that details the entire situation and attempts to remedy the problem. Additionally, we have attached the executed lease defining *** ***** as a leaseholder.
  
  
  Denton Floyd Property Management

• Initial Complaint

  Date:11/07/2023

  Type:Billing 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 not received the refunded check from Denton Floyd Real Estate for our security deposit and wrongfully charged pet rent. Our lease ended 7/31/23 and we have reached out numerous times about the absence of the check. We would like the money to be mailed to us or deposited to our bank account.

  

  Business Response

  Date: 11/07/2023

  After speaking with our Asset Manager and Accounting team, we have found that they are not entitled to a refund. They owe us $9.03 for charges that exceeded the security deposit 
  we had on hand. 

  Customer Answer

  Date: 11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  We were able easy informed in an email from August that we should be expecting our money back in the mail. It has also been brought to our attention that because we originally leased under old ownership that your company chose to renovate and gut the apartment after we left. We never received and complaint after our walk-through of unacceptable conditions and we thoroughly cleaned the apartment before leaving including but not limited to fixing problems that pre-existed our lease agreement out of what we thought would be mutual respect. We have suffered discrimination from your company that forced us to bring in legal counsel which seems to have now worsened our treatment. We have filed a report with the attorney general and our lawyer is prepared to take you to small claims court and sue further if this is not rectified.

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

• Initial Complaint

  Date:10/10/2023

  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.

  I had originally tried to rent an apartment starting 7/1/23, I did my walk through and saw what I thought was a water bug so I mentioned it to the property manager and she said that she would have it checked out. I got the all clear so I picked up my keys the Friday before (6/30/23) as no one would be in office. I started moving small stuff in (7/1), I saw more bugs that I discovered were roaches so I called the manager Monday (7/3) and she had the maintenance man set off flea & bedbug bombs. I had to go through and set off the correct ones out of my own pocket, which still did not fix the issue. She took some money off of my rent and had black diamond come out 7/10 and spray the first row of buildings inside and out. They said give it two weeks and it would be safe to move in as all the roaches should be dead, I informed the manager that I would not be moving in until the roaches were dead. 7/24 rolls around and they’re still alive, so the manager credited me what I had paid for Julys rent to be taken off of August. The roach population started picking up again so I email the manager on 7/28 and informed her that I intended to break my lease as it was uninhabitable and requested any further steps and/or information that she needed. I received no response so 8/2 I sent a follow up email and still I received no response so I and my aunt went to the office on 8/3 were the manager proceeded to be nasty and disrespectful to us telling us to get out of her office. We went and got the rest of my stuff and came back to turn in the keys. I emailed her 9/5 about when my lease was terminated, received no response. 9/15 about when I could expect my deposit back, she said it would be 30-45 days. 9/21 about the termination date again with no response. It has now been over two months since I turned in my keys and 10 business days since I was told the check had already been cut and sent I still haven’t received it. I can not get a hold of anyone via email or text to resolve this.

  

  Business Response

  Date: 10/11/2023

  The resident was issued a refund but the check was voided because we had the wrong address on file and she never received it in the mail. We have spoken with her and have her current address on file. A check was printed on 10/11/2023 and will be mailed out to the correct address as soon as possible. If she has any other issues regarding this refund, she is in contact with one of our property managers who can address the situation in a timely manner. 
  
  

  Customer Answer

  Date: 10/12/2023

   
  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:08/21/2023

  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.

  Apartment complex dose not take care of property grass, trash , pool etc . Pool is closed more then it’s open and we have to pay for valet trash even if we don’t use and it only picks up half the time . Grass is 2 feet tall currently and apartment building outsides and hallways have never been cleaned once and are full of Anaimal waste and bust/bugs . Also nobody every answers or calls back on line provided for issues . Constant health risk with trash and animal waste on grounds and tall grass .. moved in June 2023 and still don’t have a working AC unit and was also not notified when they send workers to look at . 1,600 a month for this !

  

  Business Response

  Date: 08/21/2023

  I spoke with him on Friday, and he was very happy after I made calls about his ac. The grass is due to the contract not being signed until last week. The grass is being cut as we speak. The pool was closed, due to it failing the water sample test on Monday of last week. It was opened back up on Friday as well, we called and it had passed. We sent out an email about trash on Thursday, making sure everyone knew how valet trash worked and times it needed to be set out and brought back in. We have been having issues with them leaving trash out all day everyday. With the pet waste, I am not sure what they are talking about. I have that on a schedule and it looks way better now than it did when I started. When I started it was everywhere and the dog station bins were overflowing. Now it smells way better and looks way better than it was before. 
  
  His A/C was waiting on a part and no one let him now that it was being ordered. But I called and had an answer for him within 10 mins and he was very pleased with that. I am not sure if he did this before or after I had spoken with him about all this. He was upset that no one ever communicated with residents on what was going on.

• Initial Complaint

  Date:07/20/2023

  Type:Billing 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 moved into a new construction apartment complex constructed and managed by Denton Floyd Real Estate Group May 1st, 2023. I addressed many issues with the unit....crooked cabinets, crooked cabinet doors, crooked doorway doors, crooked drawers, crooked and loose cabinet pulls, silicone caulking everywhere, broken blinds, floor lifting, paint everywhere, scuff on the floor, scuff on the wall, and the water issue. They had a construction crew come and make adjustments after lots of pushback (we aren't going to take down a whole cabinet to make it straight, we aren't going to do this and that, and I will have to see if we can do anything about the water, etc). The adjustments made to the cabinets and such made them better, but nonetheless still crooked. Doorway doors were never addressed, blinds were never addressed, and the water issue was looked at, never resolved. Maintenance and Property manager told me I had to give the water time, it's the copper piping, it's the water heater, etc....I gave it 2 months, still horrible. The fact that they both respond with complete lies, is ridiculous in itself....copper piping is no longer used (atleast in plumbing, plumbing company rep, that did the plumbing for them, confirmed they don't use copper), pulls are not supposed to be crooked or loose, aprons under the sink are not supposed to be loose either. I was no able to stay the first day I moved in b/c of the water. The entire unit filled with a punget smell of sulfur and the 24 hr maintenance did not answer, I left a message, did not receive a call back for 13 hours. I wasn't able to use the water for drinking, cooking, oral hygiene, watering my dog, and showers were unbearable most days. After several attempts to get them to fix the water issue, I decided to leave the premises. Now they are demanding I pay about $3,600 and they took my security deposit. Common grounds were a safety hazard in their own.

  

  Business Response

  Date: 07/20/2023

  The resident moved into the community on 3/24/2023 on a 13-month lease term.  The property is a new construction still being built during her tour and move in phase , and she was advised that construction was ongoing.  During their residency, ten work orders were placed in April for the following issues:
  
  Changing a light bulb
  Replacing a missing mirror bracket
  Patching a nail hole
  Cabinet Repair (2)
  Exhaust fan issue
  Electrical outlet replacement(2)
  Cabinet handles
  Issues with an island drawer
  
  All the issues were entered into and resolved within three business days.  The resident’s water tank was brand new, and was drained and refilled, and found to be working as it should.  
  Per the lease agreement, the residents are given a one-month free rent concession by signing a 13-month lease agreement.  Per the concession addendum, if the resident breaks their lease agreement, they must repay all concessions.  The lease termination/buyout agreement states a resident must give a written -60 day notice.  During that time, they are responsible for all rent and utilities, plus paying a 2-month lease termination fee.  The issues in her unit were addressed, and the resident chose to still vacate without placing and fulfilling the required notice.  The resident was charged back per the lease agreement signed by the resident. 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: ********
  
  I am rejecting this response because: Not all issues were fixed. I did not say the water heater had any issue, I was told by the property manager and maintenance the water heater was the reason for my water to always smell of sulfur, copper piping, I have to give it time and it will resolve on it's own. The 3 construction workers that came to resolve most of the issues all noticed the sulfur smell immediately upon entering my unit. The first set of guys drained my water heater while letting every faucet run for about 15 min. Water was worse that evening. The next construction worker (several days later) noticed the sulfur smell immediately upon entering my unit as well. Before that construction worker left, she turned the water on to wash her hands and almost threw up and said "that is awful". I gave more than enough time to have this issue resolved...I couldn't use it for drinking, cooking, oral hygiene, watering my dog, and showers were unbearable and always dreaded. So, while the other issues were addressed, the water is the ultimate reason I vacated the unit. The property manager at one point asked if I wanted to move units, I said "on your dime, b/c I have already paid to move into a 'new, ready to rent unit' this move isn't due to anything I have done" she said no. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/24/2023

  We understand that the former resident is upset with the amount they are responsible for; however, this aligns with their signed lease agreement.  Our maintenance and construction staff handled all issues reported as soon as possible.  If a resident wants to transfer units, fees are involved; however, we would waive that fee as a courtesy.  No, the property would not cover any additional moving costs.  The resident chose to move and did not follow the lease agreement. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: ********
  
  I am rejecting this response because: Every issue brought to the attention of the Property Manager and Maintenance were not resolved. From day 1 to my last day at the unit, the water was terrible and had an extremely foul smell of sulfur. Every construction worker that came to my unit noticed the smell of the water immediately. The first 2 that came to my unit the first time attempted to resolve it, but it did not resolve the issue. The next construction worker noticed the smell and even gagged when she washed her hands before leaving. When the Property Manager asked if I'd like to move units and I stated it would be on their dime, I was never approached with it being waived on my next months rent...I would have taken her up on that option...but just told no. Instead, I was left in a unit that was poorly constructed, with water I couldn't use and had to use bottled water for everything...and showers were almost unbearable and always dreaded.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/28/2023

  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.

  A roof leak that has been leaking since January 19, 2023. Around 30 day later a contractor came to "tarp", only after a visit to the Clarksville code enforcement office. The last rain fall on 3/24 was the worst and most significant leak 8-10 gallon of water entered apartment. Around February 21 a access or inspection hole was made, exposing deck wood rot, side board rot, as well as mold and mildew. Multiple maintenance requests have gone unanswered. On march 15 75 days later an email from the property manager stating that she had started taking bids for the repair. On February 16 was the first attempt to address the concern, nearly 30 days later. if any contractors were here to "bid" the job they did not look at damage to the roof from inside the apartment. Other concerns that have gone unaddressed are the HVAC concerns, (no heat or A/C) . i had to personally buy space heater to use as supplemental heat. To my knowledge heating concern was only addressed twice. The common area hasn't had lighting or an up to code railing. The lighting concern i was told it was an electrical issue the was a "duke energy concern" and that she was working with them to resolve the issue. there was also a fire code violation that was fixed by maintenance man who was observant. a smoke detector. i have emails, maintenance requests, photographs and videos with time and date stamps.

  

  Business Response

  Date: 03/30/2023

  *** ******* reported a leak in his apartment on January 24, 2023. We sent our maintenance technician, **** ******, to assess the issue. He did not see an active leak at that time. *** ******* kept stating that there was a leak. On February 9, 2023, we had a very heavy rain and *** ******* reported again that his roof was leaking. We saw evidence that there was a leak so, at that point, we contacted a contractor to make the repairs. The contractor suggested that it was the gutters that were causing the issue. The gutters were then repaired by our contractor and *** ******* was pleased that the issue was resolved. A short time after that, his roof started leaking again. We called out a roofing company to tarp the roof and provide bids for the roof repair. After receiving 2 bids for the repairs, the work was approved and the repairs are schedule to start on Monday, April 3, 2023.
  
  Maintenance has been to *** *******’s apartment on several occasions to repair the HVAC system. It works temporarily then goes back out. On Wednesday, March 29th, our HVAC contractor diagnosed the system and said it needs to be replaced. The replacement has been approved and we are waiting on them to give us the installation date. We anticipate this being completed by April 7th. 

• Initial Complaint

  Date:03/27/2023

  Type:Billing 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 rent is $725 a month. I’ve faithfully paid it on time every month. I owe no extra rent. Apparently, I’m being charged an administrative fee which I never agreed to, nor have I ever signed any addendum or lease that says I will be charged $5 a month. In the past ******* ******* paid my electric and YES energy management bill me five dollars for an administration fee. YES energy management continues to charge me an administrative fee even though there are no utility charges since I signed my lease of Oct 1, 22 which states that I now pay my own electric charges. YES energy management shows that I am exempt. I brought this to the property managers attention and she said she would take care of it. On March 14, she sent me an email saying that I had to pay it. I informed her that there is nothing in my lease or any addendum that says I must pay a $5 monthly administration fee. She told me to check the utility section of my lease. I did so, and sent her a copy of the utility section of my lease which plainly shows no such charge. I told her “I don’t see it. Do you?” She failed to respond and instead today, March 24, she placed a notice on my door telling me that I will be evicted and charged a late fee if I don’t pay the extra money.. She said she will refuse to accept my rent next month and I will be charged a late fee. There is no date on the notice, nor is there any indication for what month I am in arrears on my rent. If she does take me to court, it will be very simple to show the judge all my rent receipts paid in full according to my lease. Also, I believe I can show the judge this is retaliation against me for asking the Fair Housing to assist me last month. My account is currently a zero balance. I owe nothing according to the lease that I signed. Please remove the $10 charge from my account and stop threatening to evict me or charge me a late fee. As you can imagine it’s quite alarming to be threatened with eviction when my rent is fully paid each month.

  

  Business Response

  Date: 06/26/2023

  (Full response is provided in the attachment. Below is a shorten response.) 

  Dear ****** ******

  With respect to the administrative fee of $5, our records indicate that this charge is associated with the services provided by YES Energy Management. Even though you are now responsible for your own electric charges as per your lease agreement from October 1, 2022, the administrative fee is a separate charge. This fee pertains to the management of utilities, irrespective of actual usage or payment responsibility. It appears there may have been a misunderstanding regarding this, and we regret that it was not adequately explained to you at the outset.

  We understand from your complaint that this charge was not explicitly mentioned in the lease agreement. However, it is a standard fee applied to all tenants who have their utilities managed by YES Energy Management. We regret any lack of clarity around this issue, and we will make efforts to improve our communication about such charges in the future.
  

  Concerning the eviction notice and the threat of late fees, we want to assure you that no such action will be taken as long as rent and associated fees are paid on time. It seems there has been a miscommunication in this regard, and we extend our apologies for any undue distress this has caused. 
  
  Again, we apologize for the misunderstanding and any inconvenience this may have caused you. If you have any more questions or need further clarification, please do not hesitate to contact us directly.

  
  Best regards,
  ***** ******* ******** ** *********
  Denton Floyd Real Estate Group
  

  Customer Answer

  Date: 07/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: Thank you for your very cordial response. However, apparently I’m not the only one suffering from “confusion” as to why YES Energy Management performs zero utility management for me, yet still charges me a monthly fee. When I first contacted, YES energy management, their records indicated I’m “exempt” from utility management. The urged me to contact the property management. The on-site property manager promised me a refund. After that promise was rescinded, I was told I must pay a monthly utility administration fee even though there was zero utility management being performed on my account. Then I was contacted by the VP of Operations for Denton Floyd. The VP was very clear that since I had no utilities being managed, I didn’t owe a monthly utilities administration fee. Once again, the promise made to me was rescinded. Once again, I was told that I have to pay a monthly utilities charge, even though I have no utilities being managed by YES energy management. I was told that it’s just called “a utility administration fee” but it’s actually a fee to tell me that I owe rent AND a monthly utility administration fee. I already know that I owe rent and the amount that I owe. It’s confusing that I owe a monthly “utility administration fee” when there are zero utilities managed for my account. The on-site manager and the VP of Operations initially both agreed with me, then reneged on their promises to refund a fee for which there were no administrative duties performed on my behalf.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/11/2023

  Attached please find a copy of *** ******* lease agreement.  On 2 two, item 3 of the document titled "Utility And Services Addendum" you will see the the $5 monthly administrative billing fee is included in her lease agreement.  Also on page 2 is item 10 which states, "You agree that that may, upon thirty (30) days prior written notice from Owner to you, begin receiving a bill for additional utilities and services at which time such additional utilities and services shall for all purposes be include in the term Utilities."

   

  Also attached is a copy of the letter sent to all residents at ******* ******* on August 31, 2021 outlining the terms of the $5 monthly fee, in accordance with above reference lease.

   

  As such, no future or past monthly administrative fees will be waived.

• Initial Complaint

  Date:10/10/2022

  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.

  HOT water to the property has been off since 09/30/2022 I put in a work order on 10/04/2022 and also went to the office and spoke with the manger. Maintenance never came out to the property but when I checked on the status or the work order it said it had been completed on 10/06/2022. Today is 10/08/2022 and I still have no hot water nore have I been able to get in contact with anyone 24 hours maintenance doesn’t answer the phone or call back

  

  Business Response

  Date: 11/06/2022

  Thank you for reaching out to us. We have been in contact with the property management team at your community and have been informed that this issue has been resolved. The property experienced water issues due to repairs being made by the city at the time. While it is unfortunate that the issues you experienced were for an extended period, our property management team has done everything possible to work with the city to ensure these issues will not be ongoing.
  
  We apologize that your experience has prevented you from enjoying your stay at our community to its fullest potential. For any other issue with our management team, we encourage you to contact your property staff directly to resolve all problems quickly and efficiently.