ComplaintsforLREI Property Management, LLC

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company lacks accountability, transparency, and general professionalism. I moved into a property that LREI has now managed for going on 8 months. Prior to moving in, I was told by an individual who works for the owner of the property, not a property management company, that all the repairs in the home would be completed prior to me moving into the unit. The repairs included: broken windows in multiple rooms, broken bedroom closet doors, a bedroom door that does not close, cabinetry that was not fully completed, hallway doors, weather stripping, carpet cleaning, general cleaning, and many more horrors that came with just moving into the unit. Now, while LREI was not the original property management team that I moved in with, their handling of the situation since being notified of everything has been horrendous and unprofessional. Two of the issues listed above I knew were code violations so I gave them grace as they were "trying to work with me" on resolving things but there has been no resolve. Despite knowing these things, I was taken through eviction court because they were not paid due to violations on their end and still have not received notice of dismissal from that situation. Every time I talk to someone they say they were not aware of the issues or they simply block your email as the assistant property manager has since I get rejections each time she is on an email thread. They say they are only doing things on behalf of the owners, but the property manager that I had been dealing with even said out of her own mouth that this has been a "foul" situation on the part of the owners, Maple Capital Partners. I've since filed a complaint with code and regulations to which they were deemed out of code. My next step will likely be legal action and probably should have been the case from start because this has truly be traumatizing. 8-months in and I still haven't been able to feel comfortable in this place. Unprofessional.

  

  Business response

  04/01/2024

  *****, you are correct, we did not manage your property when you moved in. In fact, you did not even move-in with a signed lease. If you were unhappy with the condition of the property, that would of been the perfect time to vacate. We cannot hold to anyone's agreement that was not conveyed to us or we have proof of. The "owner" you are referencing stated that was not a discussion they had with you. You should have taken that up with previous management the month you resided at the property before we took over. However, we addressed a great many of your concerns when you reported them to us. That's how we got you to agree to sign an actual lease for the property. You refused to do so until they were addressed. You were filed for non-payment of rent via our standard process. There are steps a tenant can take for not paying rent for certain issues, however, you did not follow that process which allowed us to proceed. You would have received documents from the court and/or sheriff's office on your court date and how to track the status. It is not LREI's responsibility to keep you apprised of your eviction status when it is due to you not paying your rent. The resolution to that is to pay your balance in full. Which you eventually did and that prompted the dismissal of your case. If there is still outstanding safety concerns, those will be addressed as is our standard process. They must be reported to us. We show all work orders were completed in January. This was not brought back to our attention until March 25th and is in the process of being scheduled. Thank you.

  Customer response

  04/03/2024

  
  Complaint: ********
  I am rejecting this response. *********, you all are doing everything except holding your client accountable in not making the necessary and needed corrections to the property. Instead of acknowledging that the unit in fact needed corrections and was out of code at the time as well, your response is ‘that would have been the perfect time to vacate’, as if moving is an easy task after I was already in place. Would I be reimbursed for moving expenses since the apartment was therefore out of code and no fault of mine? Again, no accountability. If the “owners” were diligent in finding adequate representation, they wouldn’t have needed to find a new company. What was going to get done with them in less than a month when the tub they sprayed now needs to be refinished? *********** *******, formerly with ******** **********, and a ‘silent’ partner with the ‘owners’ is a complete lie if he has indicated to the ‘owners’ that he did not have a conversation with me about all the things that I have mentioned to you all. All of the request I made to you all were documented in detail before dates shown in your maintenance system, therefore the dates shown in your attachment are partially invalid because all issues were not addressed, hence, why we are where we are today. I did not agree to a lease upon the basis of you all fixing the unit which should have rightfully been done—it was under the guise that you all wanted to evict on the basis of ‘squatting’ for an apartment I had already paid on. Yes, there are still concerns from when I initially made LREI aware before the “completed” work orders in January, in which there are still issues that have not been addressed. All your work orders show “complete” when in fact they were not. Your company can not definitively say that you all were not aware of said issues until March 25th when there is documentation via email and text that indicate you were aware of my concerns with the unit before then.
  

  

  Business response

  04/11/2024

  Hello *****, our process and systems for work orders allows you to make comments in the work order itself if something is not completed properly. I have seen you do so for accessing the unit but nothing stating the work orders was not complete. We do hold the owner accountable for all safety and habitability issues. They are very responsive and want the best for their residents as does LREI. They approve most all work minus some cosmetic issues. All safety and code issues have been and will always be addressed. Mechanical issues are addressed as well. Cosmetic issues are not something that will always be handled while a tenant is in place. The only thing I see still open for you is the tub resurfacing which is awaiting scheduling with the vendor. If there is anything else, please create a work order. The owners are not willing to offer any monetary compensation at this time since they have been addressing your concerns since we took over, and there was no habitability issues that caused you not to be able to stay at your property the entire time of your occupancy. As for the previous comment, if you were unhappy with your residence, there are multiple programs in the city of Louisville that assist with moving costs and Security Deposit funding, and while you were not in a term lease you wouldn't have incurred any lease breaking or additional fees if you had chosen to vacate at that time. If you'd still like to pursue that avenue, I would be happy to discuss with the owners of the property. Thank you. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am living in an apartment complex where I have lived here longer than the landlord company has been here. When I moved in ******** ********** owned the apartments and my husband and I signed a one year lease. We have been going month to month since then. We moved in around March 2020. LREI took over after ******** ********** sold the property. They have never asked us to sign a lease. They keep changing rules and also the amount of rent. It changes from month to month. My neighbor has had the same issue, this is the only time it's happened to us. It is my understanding that LREI is also involved in some kind of lawsuit. I have included screenshots of the seven day payment notice we received stating the rent was 622 with a 40$ late fee which equals $662. I've also included screenshots of where my husband had to pay $723. We pay using an app. When you pay in the app you cannot adjust the number you pay. They do that. So my husband had no choice but to pay $723, so we did not have to fear losing our home. Upon asking LREI about this, they first told my husband there was nothing they could do. When I tried to call, you can't get the leasing office they have set up some kind of customer service operation that answers the phone. The gentleman on the phone said that it was some kind of reversed fees or something I don't know that would sound like if a person had wrote like a cold check and then the check bounced. There's no way that this is the reason behind it because the amount was that before we ever even paid so that makes no sense. The gentleman then went into a match of who could talk over the other one it would not let me finish speaking so I just hung up and gave up. My husband is the type to just let things go he works 6 days a week he doesn't have time to address something over and over again however I am not like that. Why should we pay more than what the rent is. I want my money back. My neighbors are having the same issue.

  

  Business response

  01/18/2024

  Hello ******* LREI did take over management of the property in 7/2021, the ownership did not change. The owner opted to keep you on the BM Lease and then MtM and the terms did not change. When we took over the property your rent was $622 and we never raised your rent. We no longer manage your property effective 12/31/23, Your late fees are set to the rule from the BM Lease I have attached your ledger & late fee here. Your rent was charged on 12/1/23 of $622. The late fee outlined was charged on 12/6/23 of $40. It looks an EFT payment of $662 (the total balance- LREI does not take partial payments, so only the full balance is allowed as a payment) on 12/13/23. That payment reversed on 12/15/23 - that was a returned payment due to the account not being allowed for electronic payment. You'd have to contact the bank to resolve that. NSF fees ($35) are charged back to the tenant, outlined in lease. This brought the total up to $697. There was another EFT payment attempted on 12/15/23 of $697, which ended up reversing on 12/19/23 due to "balance is not sufficient to cover value of transaction". However, there was also a credit card payment on 12/15/23 of $723.93 which was the payment plus a processing fee (that the software charges not LREI). So all the charges were correct, and technically you have a balance of $32 owed to LREI because of the second NSF fee applied to your account for the second reversed payment. LREI does not use an answering service. All calls are received by LREI staff members, and anyone who answers a call is fully capable of addressing any question or concern you may have. If it is something that needs to be escalated, they should pass that along to the subject matter department lead to resolve. I do apologize if the team member on the phone was rude and I will pull call logs to address with this person. Please let me know if I can assist with anything else. 

  Customer response

  01/23/2024

  
  Complaint* ********
  I am rejecting this response because: the original amount paid on 12/13/2023 was $723.93, or whatever the exact final balance was that they said we paid in the end. When you pay with their portal, you do not get to enter the amount that you are paying, it just gives you an option to pay whatever amount they come up with. On that day, 12/13/2023 the button with the amount to pay was already $723.93, so how did they know in advance that all these issues were going to take place? I don't care what their amount breakdown looks like now, that's not the way it happened. We paid $723.93 on the 13th of December, we paid one amount, one time. Whatever happened after that I am not sure, but it's the same excuse they gave me when I reached out myself to them in the first place. I don't know about any EFT charges from the bank, no, that's not what happened. 
  
  Sincerely,
  
  ****** ********

  

  Business response

  01/24/2024

  Hello ******* I have attached the Audit Form for your unit. This form comes straight from our management software and cannot be edited. The left-hand column has the person who made the modification. On 12/13 Erick made the payment of $662 which included the late fee. You are correct, if the payment is made after the 1st of the month, you cannot choose how much you are paying. You have to make the full payment of the balance owed. This is all automated. The balance did NOT increase until 12/15 to $697. When Erick made the payment on 12/15 by credit card, the credit convenience fee increased the amount owed to $723.93. Again, the convenience fee is charged by the processing company. No payment or charge dates were altered per the audit form. I have also signed into your tenant portal and downloaded the transactions to show you your view of the dates you all made the payments. You all have not made a payment prior to the 6th of every month since we took over management. You all have been charged and paid the late fee each time. The balance owed is correct. Thank you. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A lease was signed, we paid 1650 ($750 for for at month rent, $900 for deposit) . When moving unto the property, we noticed it was infested with roaches. When calling the office, (not even 4 hours) after signing the lease, they were closed for the day. When contacted this morning, asking for a refund, we were told the only way to receive our deposit (900) we would need to pay an additional $1500 (two months of rent). We will not be living there. If that apartment is infested, all of the apartments in that building are as well.

  

  Business response

  11/29/2023

  We have reviewed the complaint and have spoken to the resident. We provided multiple options to help resolve this issue. We conduct several inspections throughout the leasing process. There was no report of any pest activity at any of those touchpoints, including feedback from other prospect viewings, inspectors, contractors, and property managers. We do understand that once there is increased activity after a period of vacancy, pest activity can be more prevalent, however, to say that there is an infestation may be an overstatement. Of course, we do not want any resident to experience any discomfort in a place they are calling home. We did offer to have a special pest treatment outside of the normal preventative pest control treatments for their unit. We also offered to give them a refund if they could return possession of the unit and we stated once keys are returned, we will perform an inspection of the unit same day. If there is no damage observed at the unit, we will provide them their refund. We believe the latter is the option the resident will be taking. Thank you. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 26th, property manager called me and told me that they would be sending me a 60 day notice so the owner of the home can move back into the property, despite the fact that I signed a two year lease and it has not even been a full year. There is no clause in the lease that says the owner can reclaim the property during the lease term. The 60 day notice also says that I have a month to month lease, which is not the case. I am seeking a refund on all moving fees including: Security deposit: $1,800 (FULL) Lease admin fee: $150.00 Cost of Movers: $711.80 Full security deposit returned ($1,800) prior to move out so that it can be used towards another security deposit Pro-rated rent for the month of move out dependent upon the day I would like the cost of movers covered or to be reimbursed the $711.80 that it cost to move into the house. I will have 60 days to move out upon the agreement of these requests so that there is ample time to find an appropriate housing situation. If this is agreed to, I will cancel my lawsuit and consider this case as resolved.

  

  Business response

  11/29/2023

  We have spoken to the resident and have been working with the owner to provide the best solution. Just as a reminder, LREI Property Management is just an agent for the owner of the property and are just conveying the owner's wishes. We do not own this property and this was not our decision to initiate this action. This was the owner's private residence prior to vacating the state, and their employment plans changed and they had to return home. We did provide a 60-day written notice, but we contacted the tenant on 10/25/2023 and asked them if they could relocate by 1/31/2024 giving them over 90 days to find a new residence. We told them we could help them find another home that is in our portfolio if they so choose. The owners were willing to meet almost all of the resident's requests. They were willing to release the Security Deposit early as long as we could inspect the property prior to ensure no major damage has occurred. We had this scheduled for Monday 11/27/23, and the resident contacted us on that date and stated they had COVID and we could not come. The owners were also willing to prorate the rent depending on when the resident could vacate. The owner's were not initially willing to offer any additional funding for moving expenses due to them incurring their own moving expenses and temporary residence. We are working with them to see if we can work on another way to assist with the financial burden to the resident. However, before we continue negotiating, we do need to see the condition of the property. Once that can be conducted, I am sure we can come to a resolution. Thank you. 

  Customer response

  11/30/2023

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

  When I signed this lease, I was expecting to be here for two years. If I were to break the lease at any point I would have to pay an additional $1,800 month rent in order to do so, but if the owner wants to break the lease they are not liable for anything, and that just isn't going to work for me. I am happy to complete the inspection once I am no longer contagious, I accept the pro-rated rent, but I need to be financially compensated fairly for the break of the lease in order for me to move out per the owners request. I did not ask for the $1,800 that I would have to pay to the owner had I been the one to break the lease. I simply asked for a refund of my moving expenses (including the cost of movers).
  

  I reject moving to another LREI property due to them not having any that would suit my needs currently, and the fact that they have not supported me throughout this process and sent me a 60 day notice despite the fact that it is illegal. 

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

  

  Business response

  12/06/2023

  We are still working with the owner to see how they can assist financially. Again, we do not own the property so it is not our decision to ask for the move. We are here to assist in any way possible to appease both parties. Thank you.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I basically got approved for housing. Two houses I applied for I couldn’t get because it would not pass section 8 inspection. I went to look at a house on **** * ********* I did not like the area it was in. I seen they had on on hartlage and one on wumpum ave. ******* said since I was already approved she would look to see if I had enough in my box 6 voucher to get it. She never called back. Everytime I called they said they would get back to me. So this Friday that just passed 3/24 I went up there to see why it’s taking so long. Another lady came out in told me basically I didn’t get the house cause of my credit. I told her if that’s the case why did ******* already approve my application. Credit didn’t have nothing to do with it. Once she found out I didn’t want the house on ******** *** street because of the neighborhood she decided to find another reason not to give me the house on hartlage. That’s discrimination, credit was never talked about when I was told I was approved for housing. If that’s was the case I never would have got approved. Then if I would have never went up there, they would have kept telling me the same thing “oh we will get back to you at the end of the day.” It’s discrimination towards me because I didn’t want that house and chose two that was in a better neighborhood. And I also told them I’m pressed for time. I have 3 weeks to get my voucher signed or I will lose housing. So for them not to get back with me in a timely manner is absurd. I would like to file a claim against them.

  

  Business response

  03/28/2023

  Hello ****** 

  I have reviewed your application and communications with our leasing team, unfortunately we are not able to approve your application at this time. Outstanding collection balances, credit, and previous rental references were all a factor in the denial of your application. All of our screening criteria is listed on our website under screening criteria as well as you sign a release on our application to pull credit. It looks like we were waiting on landlord verification and some clarification on collection items. We select the best qualified applicant for a property, unfortunately we are not able to approve or deny an application until it is complete therefor other applicants were selected to other properties that you had applied for while we continued to process your application. It also looks like you were interested in some properties that your voucher would not support. All of our approvals are sent via email, in writing and are documented in our Property Management Software. We do not have any record of approval for any property. It looks like ******* was trying to help you find a property while she was working on your application. We apologize for the delay in processing your application we did not receive all the required information until recently. Please let us know if you have any further questions or concerns regarding your application. I have included the link to our website. 

   

   

   

   

   

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into an apartment managed by this company September 17th 2021. I have had nothing but issues since I have lived here and they do not seem to take the issues seriously. My rent is $850 a month and I have never been late. Please reads the email below I just sent to understand all issues that have had “ I am not sure who I need to talk to but this is ridiculous. The amount of issues I have had since I’ve been here is unacceptable. When I moved in someone had clogged the toilet, the fire alarms continuously beeped and there’s a bug issue. The toilet issue and the fire alarm was fixed. We just seen another roach today. I have sprayed a few times for bugs now. Then I had an issue with the sink and the dishwasher. The sink was not draining properly. That was fixed. The dishwasher was backing up in the sink and does not work very well. I still don’t have all the parts to the dishwasher and it still does not work well and leaves dishes dirty. Over a month ago I noticed the carpet by the back door stays wet. I put in a request. The issue is still not fixed. The carpet is still ripped up and I still cannot use the back door.I am also highly allergic to mold!! UNACCEPTABLE! Last week the furnace decided to poor water all over the floor. That was fixed. The dryer has to be ran a few times before it will get a load of clothing completely dry. And I’m starting to see bugs again. Pretty much every appliance in this place is in need of replacement. Not to mention I sent an email about the neighbors being very loud. I’ve talked to them a few times about the noise and it still continues. I never heard back from you guys about that email. All of these reasons are why I have put in a 60 day notice. This is absolutely NOT acceptable. Especially when I’m paying $850 a month and have NEVER missed a rent payment. This needs made right! This is absolutely not okay.” As you can see, I put in a notice. They are charging me an extra $850 to break this lease.

  

  Business response

  03/17/2022

  Hello, We have reached out to the resident and all repairs have been completed. The resident is running a heater in the bedroom that is causing moisture and condensation on the door. This is causing the moisture issue, we have advised them to stop using the heater close to the door. We have also agreed to not charge the lease breaking fee due to the issues with the resident upstairs. The resident will still be responsible for any damages to the property at move-out. We have been out several times to address all maintenance issues that were reported. 

  Customer response

  03/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This is not true. I don’t even own a heater. All I have had is fans to try to dry up the water while they had the carpet pulled up for 3 weeks. The maintenance guy provided the fan to try to dry up the water.  And now, I am being blamed for a leak and being told it will be charged back to me for the carpet to be cleaned. I was at work when they tried to call me.  It is not my fault that there’s a leak. I did not damage anything. 
  No
  Regards,
  
  ******** ********

  

  Business response

  03/31/2022

  Hello, 

  We have agreed to waive the lease breaking fee that is present in the lease contact that you signed that is uploaded for your review. I understand that you are frustrated about maintenance but we have been responsive and have always had to resolve the issues. My maintenance technician called me directly while he was on site and stated that there was a heater in the bedroom by the door, he advised you all not to use the heater as it was causing condensation. It is also noted in the work order on 3/11/2022 that there was a heater present that was causing the condensation. Please see attached pictures.  Maintenance checked the door the weather stripping was present and not damaged, the condensation was causing the window to sweat and the water ran down the door, we removed the damaged tack strip and replaced the new one. Put a down a fan to dry carpet and treated for mildew. Let resident know this was caused by heater and the carpet treatment will be a chargeback to her. Maintenance also noticed the past several times he was there that Ms. ******** had an unauthorized occupant residing in her unit. He admitted to living in the apartment. This is a violation of her lease as he is not listed on the agreement attached. We also have received several complaints back and forth with the upstairs neighbor, this was the original reason given that you were going to need to terminate your lease early. We have a move-in inspection that we go by to determine any damage to the property once vacated and will provide a breakdown if any charges are applied to your deposit. 

• Initial Complaint

  06/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They will not reimburse me and ** **** our application fee since they lost my application but snatched the 40 fee from my account. ** **** emailed them with the transaction from her account and mine in late may and they still gave not called or emailed us back. ** **** has called and still we don't get a call back. You can't process ** ****'s application without my application. So we basically gave them $80 for nothing. We have asked that our application go towards at least 3 homes that they listed since February 2021 and nothing. Then ******* tells ** **** they don't have my application and to submit the transaction details. ** **** did it and still a month later nothing. ** **** left a message for the manager and nothing. Incompetent people run this place and should not be able to take money and lose my application.

  

  Business response

  07/02/2021

  Hello, 

  I have attached the receipt of the payment that was processed on 02/25/2021 was for your wife. Our applications are submitted online through our property management software, I am not able to locate a second transaction for an application fee in May. Will you please provide your bank transaction for the $40 payment in May? I am not able to refund the application fee for your wife as we did complete the screening for her application.  We did let her know multiple times that we had not received your application. For this reason we were not able to move forward with the approval process for any property because we were missing the co-applicant information. We have no record of your application in our software. Can you please provide an email verifying that your application was submitted you should have received an immediate response once application was submitted. I am happy to refund the $40 if you can provide the bank transaction for the 2nd $40 fee. I do not see that provided in the attachments.   

  Customer response

  07/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******* ****** ** **** HAS SPOKEN TO THIS AGENCY AND ADMIT THAT A SOFTWARE ISSUE CAUSED THE PROBLEM AND WILL SEND MY $40 BACK TO ME VIA CHECK. IT'S A SHAME THAT THEY TRY TO APPLY FAULT TO ** **** AND THEN BACKTRACK. IT'S ALSO UNPROFESSIONAL TO HAD LET THIS ISSUE GO ON AND NOT BE SETTLED. ******* ******

  

  Business response

  07/13/2021

  Hello *******, 

  Unfortunately, we were not able to see the application on our end. We did contact our property management software and they did fix the issue. We mailed out a refund of $40 for your application. We were not trying to be unprofessional we were trying to resolve an issue that required additional research. We apologize for the inconvenience it was a software glitch and the fee has been returned to the address that you provided. 

*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. ↩