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:03/07/2023

  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.

  Lease began on November 23rd, 2022. I paid $1840, then $1200 before the first of the month after that. The ** and heat have been undependable since I moved in. The heater stopped working on December 25th, 2022. The maintenance was requested on the 27th, and fulfilled on January 4th, 2023. However shortly after the heat stopped working again. The ** has not worked since I first used it on February 17th (the weekend before Mardi Gras); I submitted a maintenance request and it has still not been fulfilled. Someone came out to look at the ** on February 24th, however we could not access the roof to locate the condenser (?I think thats what its called but Im not sure); my landlord was unresponsive so the ** was never fixed. It is currently 80 degrees in my apartment. I live in the top floor so it gets very hot midday. I wake up extremely dehydrated every morning and have two long haired cats that would really appreciate a livable environment.

  Business Response

  Date: 03/16/2023

  ******* rent charges and payments were as agreed in the lease for pro-rated rent, security deposit, and the first full month's rent. ******* service request for an inoperable heater was submitted on 12/27 and was inspected and repaired the very next day, 12/28, and was due to a tripped breaker. No further issues with the heater have been communicated with us since this time (nor prior).

  The first communication we received regarding an inoperable **** (air conditioning) was on 2/24 and we had an electrician there that same day inspecting it. On that same day, ***** sent me a text message noting "we need to have a discussion about 1) a rental rebate 2) the appliances in the unit are faulty 3) I haven't had a dependable AC from the moment I moved in." Since I was unsure what rental rebate she was referencing, I had never had any discussions with her or knowledge of faulty appliances in her unit, and we had already routed someone to inspect the **** breaker, I responded to her text and requested she send me an email so I could look further into all items. The next correspondence of any kind I or Latter & **** Property Management had with ***** was when this BBB complaint came through on 3/7. Since then, we have routed the owner's home warranty service to further inspect the ****. The American Home Shield (AHS)warranty service sent 'Express Heating and Air' to inspect and service the unit.Apparently, they were unable to access the condenser as they did not have the ability to reach it on the roof. AHS then routed 'Outlaws Heating and Air' to complete the service request. They are scheduled to visit the property on 3/17 at 10 AM. In the meantime, as a gesture of kindness and good faith, I offered ***** a portable AC unit until this could be resolved. She thanked me and accepted the offering. The service tech that delivered the portable AC noted it to be "very cool" in the apartment and was told by the tenant she would turn on the portable AC if she needed it. I believe this BBB complaint to be reactionary at a time the tenant must have been frustrated and unfair to me,my business, and LBPM. We routed vendors for repairs promptly when we received each service request.

  When I received the text message from the tenant noting the three above-listed items, I asked for clarification via email and was only afforded an attack on future earnings via this BBB complaint, not an email detailing her text message (not even a follow-up text with further details). We are problem solvers and work daily to ensure tenants' concerns are heard and addressed in a timely manner. I would appreciate the retraction of this complaint by the tenant as we continue to do our due diligence in ensuring her comfort and safety.s why here...

• Initial Complaint

  Date:11/17/2022

  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.

  *** moved in may 16 & 3 month after moving in I found mold in my apartment but I sign a lease saying they was no mold & still is & the manager said she was treating the mold but they was only painting over my wall my apartment Was smelling stink due to the ************************ was getting sick I had to let them stay with dad but I have a new born ***************************** said they will fix on it in September & still didnt why should I pay rent for a place that had mold in ******* daughter cant sleep in her room since I moved in & because the mold is inside the wall my kids been getting sick & management is not doing anything about it its been 7 months now and they still have not fix my wall Also management keep walking in my apartment without my permission they keep coming inside my apartment multiple times giving me papers so I can pay my rent but that does not give them a right to walk inside my apartment to give me a paper

  Business Response

  Date: 11/17/2022

  Good evening,

  Did you receive what Resident and/or apartment number is having this issue?

  We are only aware of one resident with this issue due to a roof leak.  Our construction department is currently repairing the leak and then will complete her repairs to her home.  This resident is fully aware of the situation and has given us in writing that she wants to stay in her apartment.  It also states that she understands she is fully responsible for her rent. 

   

  Sincerely,

   

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

• Initial Complaint

  Date:09/02/2022

  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 housing case manager. My client was approved for a unit at the *************************** located on *********************************************************, about 3 weeks ago. Like most housing agencies, after a client has been approved for an apartment, an inspection is needed prior to moving the client in. For the past 3 weeks, the communication between my client, myself, and the leasing agents have been horrendous and extremely unprofessional in regards to scheduling an inspection. The leasing agents are not only rude and sarcastic, but it is becoming apparent to me that it is a possibility that there are not any units available, and that they are misleading my client after she has paid all fees needed to move in. All I ask is for transparency in regards to what is actually the hold up to having my client move in. My client is homeless and she has been fighting extremely hard for self sufficiency. Again, my client and I are asking for transparency about what is the actual reason that she has not been able to move in.

  Business Response

  Date: 09/12/2022

  We have reached out to *********************** via phone call. There was no answer; I left a message with call back details. I need to know who the actual applicant is.

• Initial Complaint

  Date:06/02/2022

  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.

  I contracted Latter and **** (L&B) to serve as a property management for my home beginning July 2021. Since then, I've experienced issues with the property manager (*****************************, NL) and his supervisor (Regional Residential Servicer - ***************************************?, MS). I have made several attempts to have a phone conversation to address these issues which have been ignored. They have not responded to my e-mail requests. Issues include: 1. Poor communication resulting in delayed repairs and poor *********** doesn't respond promptly to emails from myself nor contact attempts made by the tenant. Multiple attempts to reach NL/MS regarding issues with the property are documented. Added my father to help reach NL and later MS. **** includes a request for a damage check after the hurricane in Sept 2021 that was responded to 1 week later (after I personally reached out to the tenants). Lack of response resulted in the inability to coordinate termite inspection of the property or repair requests and delayed important coordination with a realtor. (Selling b/c of frustration with management, never given tenants' contact info). 2. Financial errors in the rental portal: For the first several months of the new tenants in October, L&B didn't have the correct rental price in the system. I noticed this 2 months in and was never provided the difference in paid v. contracted rent (although they received the correct 10% of the listed rental price). 3. Poor quality work repair: After being requested to approve a work order 2 months after it was completed (totaling over $5,000 for repairs to "make-ready" the rental for new tenants), I have now been informed by the current tenants that issues in the aforementioned work order still persist. **** leads me to believe that the repairs were either poor quality repairs or not performed. Despite this work order, 2 months after move-in L&B withheld one month's rent from me citing an air conditioning issue not identified at move-in or in a work order.

  Business Response

  Date: 06/08/2022

  The complaints *************************** has filed via the BBB do not adequately reflect the reality of our working relationship.

  Her contentions that we have:

  
  1. Not responded to email requests, not responded promptly,not responded until 7 days after Hurricane *** resulting in delays are easily disproven with emails from Chioma thanking us for our prompt responses and a proven record of corrected short comings in a property that needed substantial repairs well before the storm. Frankly, the complaint regarding a tardy 1-week-later response after *** had wreaked havoc on the *********** infrastructure is insensitive and shows a disconnect with our city.
  2. Made financial errors resulting in somehow an incorrect payout can be disproven with clear financial statements.
  3. Provided poor quality repairs can be disproven with statements from previous and current tenants including photos before and after LBPM began management of this property.
  
  We have generated this owner rental income and improved the property all while working through a challenging environment.
  
  Please see attached email correspondence.
  
  Thank you,

  Customer Answer

  Date: 06/08/2022

  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.
  

  In regards to the response by Latter& **** to my filed complaint with the BBB, I feel their response again fails to address my concerns: They contend that: "1. Not responding to email requests, not responding promptly, not responding until 7 days after Hurricane *** resulting in delays are easily disproved with emails from Chioma thanking us for our prompt responses and a proven record of corrected shortcomings in a property that needed substantial repairs well before the storm. Frankly, the complaint regarding a tardy 1-week-later response after *** had wreaked havoc on the *********** infrastructure is insensitive and shows a disconnect with our city."   As stated in the complaint and listed in the email evidence provided with my BBB, I am not only disappointedby the lack of response by ***************************** after the storm (Not only did he not reach out to me after the storm, but he never initiated contact. I contacted him several times before reaching out to the tenants directly who were able to perform a damage check on the property. I am fully aware of the damage the city had. After the storm (8/26), I waited several days before sending e-mail correspondence to ******** (8/30) after notification from others that the power was working and reaching my neighbors who had power, in the interim I reached thetenants. I finally received a storm update from him on 9/04. This e-mail has been provided in my initial evidence with the corresponding dates. This is in addition to other issues with correspondence as noted in the complaint: poor communication with tenants, poor communication with realtor, poor communication with owner, poor communication with termite inspector. I have attempted several time to communicate with ******** and ******** to address these issues and requested to discuss these issues over the phone. 2. Made financial errors resulting in somehow an incorrect payout can be disproven with clear financial statements. There are several issues with the rent that in my version of the owner packet have not been fully compensated: Rent payments of less than the contracted rent of $2150 for December ($1004 for air conditioning and plumbing issues not clearly identified during make-ready work-order, with no documentation or repair or duration of damages) and February (Rent payment of $1983, stated that an error in the ledger resulted in lower payment from tenant) have not been satisfactorily addressed or explained. 3. Provided poor quality repairs can be disproven with statements from previous and current tenants including photos before and after LBPM began management of this property. No documentation was provided to me of photos after the move-in associated with Work Order *****. There is no documentation of large expenses compensated to the tenants related to reported repairs I never received a work-order for (as it relates to $1004 rent listed above). The tenants provided me with a list of issues after a walk through in May ("paint spill on front porch, Bathroom & kitchen faucets are messed up, Drawers are not attached and falling out, Counters are citrus stained, Wall paint is uneven, Air filter has not been changed since they moved in. Grate is bent and cannot be reached; Shed, grill, & backyard canopy are broken; Caps on backyardrailing missing"). They stated that these issues were also reported to **** without response and are documented as repaired in the "make ready" work order. I have no way of knowing if these issues pre-date or post-date the move-in/repairs. I have funded some of these repairs out of pocket and the others are still unaddressed. When mentioned this issue to **** he reported that the tenants are responsible and did not cooperate with trying to get them addressed. I was provided no documentation evidence for this assertion. 4. "We have generated this owner rental income and improved the property all while working through a challenging environment." Although the rental income supplied to me has been provided, the property management services that I am paying for have been subpar because of the aforementioned issues. I have been required to correspond with the property manager at least 1-2x per monthly since the new lease in November for these issues which has resulted in significant stress (not to mention the several follow-up emails due to his lack of response to these inquiries). This stress and time-commitment has resulted in my decision to sell the home. Additionally, there have been no improvements to the property that have resulted in any significant financial gain...any improvements were the result of standard of practice and paid in whole by myself. Please see the attached owner payment portals and additional email correspondance.   ---------- Forwarded message --------- From:***************************<******************> Date: Wed, Jun 8, 2022 at 11:00 AM Subject: Re: Please DocuSign: Termination of Management *************** St.pdf To: *************************************** <*********************************************>, ***************************** <****************************************> Cc: *** Udemgba <******************> Good morning, I have received this request to document termination of contract backdated for June 1st after filing a complaint with the BBB regarding the poor quality service I havereceived from your property management company. This termination is perceived as retaliation for filing the complaint. I have still not received any direct communication regarding my concerns. Your response to my complaint included e-mail chains that I had already included in my complaint and do not address any of the issues I raised, which have been raised multiple times in the past. I have no visual documentation of repairs after the tenant move-in that resulted in $5,000+ work order and therefore have no way to know if the issues identified by the current tenants pre-date or post-date the repairs I was billed for inJanuary (despite the work being completed in November). When I raised this issue initially, ******** claimed that the tenant was responsible for this issue without any documented evidence. I haveincurred an additional charge of $300 to repair faucets that were addressed in the initial aforementioned work order. Additionally, in re-reviewing the ledger, I also noted that the removal of the lockboxes that were mentioned in our most recent correspondence with **** at ***************************** was also documented as an item that was supposed to be addressed in the "make ready" for move in, and that was clearly not done. Additionally, I have re-reviewed the ledger and although the tenants paid the entergy bills that I had covered, there was no additional compensation for the months that they paid less than the $2150 rent, which was in the months ofNovember-February. This is clearly documented in the owner packets. Finally, the issues with communication are still on-going, as I have not been provided with any clear communication regarding resolution of these issues. This lack of clear communication and poor response from your team is further exemplified by this notification to terminate the property management contract without any alternative remedy provided (neither in the past or currently). Therefore, until these issues are resolved satisfactorily, with a conversation with the most supervisory member of the managementteam, I will not be signing the termination contract to "release you from liabilities and obligations" associated with the contract. If we are unable to reach a resolution with the BBB, I will seek legal remedy to resolve the financial burden of working with your company and lack of response leading to financial damages and emotional distress. Please be aware that this e-mail (and all associated correspondence) will also be forwarded to the BBB of the Greater New Orleans Area and included in any legal proceedings, as will all other documented correspondence. Also, please be aware that I have downloaded for my records all Owners packets and work orders which were referenced to in this e-mail and my complaint to the BBB. I have also downloaded the backdated termination agreement for my records. Thank you, ***************************, MD (email)****************** (cell) ************ On Wed, Jun 8, 2022 at 10:04 AM Latter & **** Assistant via DocuSign <********************> wrote: Latter & **** Assistant sent you a document to review and sign. REVIEW DOCUMENT Latter & **** Assistant **************************************** Dissatisfied with management Powered by Do Not Share This Email This email contains a secure link to DocuSign. Please do not share this email, link, or access code with others. Alternate Signing Method Visit DocuSign.com, click 'Access Documents', and enter the security code: C213E771C9D84AF4BA0A42E02CB803C82 About DocuSign Sign documents electronically in just minutes. It's safe, secure, and legally binding. Whether you're in an office, at home, on-the-go -- or even across the globe -- DocuSign provides a professional trusted solution for Digital Transaction Management. Questions about the Document? If you need to modify the document or have questions about the details in the document, please reach out to the sender by emailing them directly. Stop receiving this email Report this emailor read more aboutDeclining to signandManaging notifications. If you are having trouble signing the document, please visit theHelp with Signingpage on ourSupport Center. Download the DocuSign App This message was sent to you by Latter & **** Assistant who is using the DocuSign ***************************** If you would rather not receive email from this sender you may contact the sender with your request. 9Attachments ReplyForward

  
  Regards,
  
  ***************************
  
   

  
  

  Customer Answer

  Date: 06/13/2022

  Good morning, ******! 

   

       I just wanted to follow-up with you regarding my BBB complaint and provide an important update. Please see the attached correspondence. I was able to speak with the team at Latter and **** who have helped address my concerns and are actively working on resolving the issues that I laid out in my complaint. I want to thank you for your time and assistance in this matter. 

  
  

  Sincerely, 

  
  

  Chioma

  
  

  On Mon, Jun 13, 2022 at 10:47 AM *************************** <******************> wrote:
  

  Good morning! 

  
  

     I just wanted to follow-up our phone conversation from this morning. Thanks again, ********, for reaching out to close the loop with me on this and providing an apology for the issues we've had in our working relationship. I look forward to improved communication and getting the outstanding issues addressed as we move forward. When I have an update from a potential buyer regarding the future status of the property, I'll be sure to provide those details to you. 

  
  

  This is what we discussed: 

  • February rent - The owner portal shows $1938 rental payment instead of $2150. 
    • The balance was addressed in the March payment. I'll be sure to review this on my end to confirm, but I did see the tenant ledger had the appropriate payments provided.
  • Repaired Work Order Reported by Tenant as Active Issues - The make ready work order lists issues that were reported by the tenant as ongoing, specifically: wall paint, kitchen drawers, and loose faucets. 
    • ******** is planning to identify any photos or documentation to confirm the status of the repairs prior to move-in. Based on this, we'll likely plan to **** the tenants for any additional damages that occurred during their occupancy to ensure the home is in the optimum condition. 

  
  

  Prior items discussed with ******** awaiting follow-up: 

  • Removal of lock box identified during make ready/new tenant occupancy in 10/2021 from property. 
  • Confirming appropriate process and next steps to address comped rental charge in November. 
  • Determine if reimbursement is possible for plumbing chargers incurred due to faucet repair that was sited as billed and repaired during make ready.

  
  

  Thanks again to you both for your time. 

  
  

  Chioma

  
  

  On Fri, Jun 10, 2022 at 8:24 AM *************************** <******************> wrote:
  

  Thank you for your response!

  
  

      Apologies for my delayed reply. I can make myself available to chat with you Monday. I'll add it to my calendar. 

  
  

  Chioma 

  
  
  

  On Thu, Jun 9, 2022, 10:54 AM ***************************** <****************************************> wrote:
  

  Good morning,

  
  

  I want to express my sincere apologies for the delay in my response to this email. When I worked my way up to it and noticed the information being requested, I made copious notes and began nipping away at it. I should have responded and given you a heads up that I was working through these items. I did not intend to leave you hanging, that was not my intent and I'm very sorry to know my inactions (or lack of timely response in the matter) played any part in your dissatisfaction. Again, please accept my sincere apology.

  
  

  Are you available for a phone chat Monday 6/13 at 9:15 AM CST?

  
  

  Chat soon,

  
  

  
  

  NicholasLaHaye O: ************ D: ************ v2020.5.28

  TEXAS | LOUISIANA | MISSISSIPPI | ALABAMA

  ---

  From: *************************** <******************>
  Sent: Tuesday, May 24, 2022 10:06:37 AM
  To: ***************************** <****************************************>
  Cc: ABC Udemgba <******************>; *************************************** <*********************************************>
  Subject: Re: *************** St.

   

  Good morning!
  

  
  

       I'd like to set-up time to talk with both ******** and you, ********, about my concerns regarding how my property has been managed. My specific issues are related to: issues with the back pay I'm owed due to errors in listing the correct rental income in the rental portal, charges to my account from Entergy, being notified 2 months after work was completed for approval of a work order totaling well over $5,000 for repairs to make-ready the rental for new tenants, delays in communication (specifically after the hurricane, but additional issues since/prior to that), and issues with concerns about the current state of the property despite repairs I was billed for in the aforementioned work order.

  
  

     I am hoping to figure out how to properly address these issues and correct any of the outstanding issues. Please let me know when it will be a good time to discuss. 

  
  

  Thank you, 

  
  

  Chioma

  
  

  On Tue, May 24, 2022 at 10:40 AM *************************** <******************> wrote:
  

  Hello ********!

  
  

     Please coordinate with **** to provide an additional key. I was billed for new locks and therefore do not have any keys to provide her. If the lockbox is not yours and does not belong to the current tenants, then please ensure it is removed from the property. I was not made aware of its presence and it should not be there. 

  
  

  Thank you,

  
  

  Chioma

  
  

  On Tue, May 24, 2022, 10:12 AM ***************************** <****************************************> wrote:
  

  Good morning,

  
  

  The lockbox on the property is not ours. I do not know the code. Please communicate any interior access with the tenants.

  
  Thanks,

  
  

  Business Response

  Date: 06/14/2022

  Morning Chioma,

   

  Just wanted to follow up with you.  See below responses:

   

  Prior items discussed with ******** awaiting follow-up:

               Removal of lock box identified during make ready/new tenant occupancy in 10/2021 from property.  We will have our inhouse maintenance go out to the property to remove lock box.

               Confirming appropriate process and next steps to address comped rental charge in November.  @***************************** We gave the tenants a reduction in rent do to the property having maintenance issues upon move in, that would only be notice once living inside. There was issued with the **** ducts.  @***************************** made the call to provide a rent concession to the resident.  

               Determine if reimbursement is possible for plumbing chargers incurred due to faucet repair that was sited as billed and repaired during make ready. I am currently in contact with the vendor who made the repair.  We are requesting he pay $300 as the repair failed. IN any case, we will ensure that you are credited the $300 moving forward as we try and collect on the vendor.

   

  I would like to assume at this point once the lockbox is officially removed and your account is credited, that I have fulfilled you requests. 

   

  Please let me know if you have any questions.