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:01/06/2025

  Type:Product 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.

  Unlawful withholding of security deposit and failure to provide adequate documentation. On 9/16/2024, we vacated the property of **** ******* **** in Frederick MD 21703. An inspection was completed on 9/18/2024. During the inspection, I was advised that we would be charged for minor scuff marks and scratches on the walls which I contested verbally and in writing based on MD state regulations. This dispute was ignored and I was still charged $715 for touch ups and the replacement of light bulbs. I requested on multiple occasions w/o success an itemized receipt of the costs of the repairs. After not receiving this information after 45 days of vacating the premises, I requested the entire deducted amount be returned based on MD state regulations and was advised that I would not be receiving a refund and gave an excuse about being in the hospital by Brooke G******. If this cannot be resolved through BBB, I will be forced to file a civil complaint.

  

  Business Response

  Date: 01/21/2025

  Dear *****,
  Thank you for sharing your feedback with us. We completely understand your frustration, your concerns are important to us. As you know we are currently communicating with you in regards to this matter via other communication avenues.

  Customer Answer

  Date: 01/24/2025

  ECREG has not resolved the issue through other communication channels. Although Drew has been nice, he has not discussed any kind of resolution. He did email me yesterday evening stating that he would respond to my request this morning. No response or updates as of yet this morning.  

  

  Business Response

  Date: 01/30/2025

  Ms ****, I believe that we have resolved this. Can you please confirm?

  Customer Answer

  Date: 02/04/2025

  The issue has been resolved. ECREG refunded a portion of the deducted security deposit for the touch ups. 

• Initial Complaint

  Date:04/30/2024

  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.

  April 29, 2024 Better Business Bureau Re: Complaint Against East Coast Real Estate Group (ECREG) - Failure to Return Security Deposit and Management Fees Dear BBB, I am writing to file a complaint against ECREG for their failure to return my security deposit, reserve fee and management fees after I properly terminated our agreement. On January 23, 2024, I provided written notice to ECREG of my intention to terminate our agreement, effective April 22, 2023. This notification was in accordance with the 60-day notice clause stipulated in our agreement. I followed up with them again on March 4, 2024, to confirm receipt of the notice. Despite my adherence to the termination clause, I have not received my security deposit, internet collected from security deposit, or reserve fee. I would also like to request to keep the reminder of my management fee for the unused portion of the agreement. I have contacted [Rental Property Company Name] on multiple occasions to inquire about the status of my refund, but they have been unresponsive. I request the BBB to intervene in this matter and help me recover the following: * Security deposit of [$1800 plus interest collected to date * Management fee *Reserve fee

  

  Business Response

  Date: 04/30/2024

  Ms *****,

  Good evening. We believe that there is some confusion at the moment. We reviewed our records and see that Brooke is communicating with you via email. However I'd be happy to explain what's going on, on our end. Once the management agreement ends, we have 60 days to get your account fully closed out. As of our last day of management is the last day that we are managing the property and resident for you, which was on 4/22/2024. Off-boarding occurs within 60 days after the last day of management, to give our accounting time to get everything closed out. Our accounting dept will get your account professionally closed out very soon. I believe that they are waiting for your final payment to get your account closed out with us. You have a $925 balance for the early termination fees and we currently have $500 in your account. Can you please make a contribution to payoff the remaining fees, so our accounting dept can expedite the closing of your account out?

  Customer Answer

  Date: 05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because this was not communicated during either emails that I have had with Brooke. I've asked several times about off boarding process and was told it wasn't her job. Brooke just informed me yesterday about my balance. I assumed (because not otherwise told even asking several times) that my balance owed would have been deducted from the $2300 they are currently holding. Today, I still haven't been told who or where to send any additonal payment. 

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

  

  Business Response

  Date: 05/01/2024

  ********,

  Hey good evening and thank you for your response back. We have provided additional training today, to the associate that you were speaking too. We would be happy to close out your account within 24 hours. We just need your early termination fees paid in the amount of $425, before we can close everything on the account on our side. We believe that all documents were provided to you already and we are in the process of sending you the security deposit. Please let us know if you have any other questions. 

  Customer Answer

  Date: 05/06/2024

  
  Complaint: ********
  
  I disagree with the company withholding a $945 fee upon early termination. The early termination resulted from a lack of communication on their part. 
  
  
  Sincerely,
  ******** *****

  

  Business Response

  Date: 05/09/2024

  Ms *****, we understand that you want out of the contract with no fees. However there are fees associated with breaking the contract early, in the contract that you signed. 

• Initial Complaint

  Date:11/22/2023

  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.

  On 11/11/2023, my family and I woke up to an electrical fire within the microwave. The electrical fire disabled the entire electric panel. Currently we have been without an operational stove for 10 days and are unaware of the magnitude of the electrical problem. Upon our move in on 9/15/2023, we made ECREG aware that there looked to have been a previous electrical fire in the kitchen. This was confirmed by the electrician on 9/26/2023 who said there was evidence of a fire and the home needs a surge protector. I shared this with the management team and they reassured me that there had never been a fire and the home was up to code. There are also multiple outlets that do not work. Fast forward to 11/11/2023. ECREG allows investors to go through their Home Warranty even in emergency situations such as this. The electrician assigned has missed both scheduled appointments and refuses to answer or return phone calls. Karl the maintenance manager has been purposefully ignoring my calls and Dawn the property manager has taken my expressed grievances personal and has also been ignoring my calls. I have requested to have my concerns escalated to upper management multiple times and I am being denied their contact information. There have been other maintenance concerns but this is the most urgent and no one seems to be taking it seriously. I have 2 small children and I am concerned for their safety.

  

  Business Response

  Date: 11/27/2023

  *****,

  Thank you for sharing your opinions. While we do know that some of your statements are not accurate in nature, we are not going to debate those online.
  
  Maintenance Request Line: 240-397-5686 ext 3 is open 24 Hours a Day, 7 Days a Week, 365 Days A Year 
  
  Yes the investor has a Home Warranty on the property and they do utilize licensed and insured technicians.
  
  Based on conversation with the team, I believe they are in the process of ordering a new microwave and going to install additional surge protectors.
  
  Karl also mentioned that at this time, you are in agreement with the plan. If that is not the case, please let him know.
  

  
  

  Customer Answer

  Date: 12/03/2023

  Mr. ******* accused me of making false statements but he failed to mention that he has never contacted me once to address any of my statements/concerns so how would he know if they are false? He also failed to mention that an Electrician confirmed that the fire was due to a power surge. Please refer to the attached. Surge protectors were added and Karl has made me aware that the microwave will be replaced. 
  

  Although I wasn’t please with Karl not being forthcoming with what was going on from the beginning, which was the cause for a lot of the confusion. Karl has been extremely pleasant and acknowledged my concerns and frustrations and did not seem to take it personal. He also explained the reasons for the unanswered phone calls on his part. I have not heard from upper management regarding my concerns and Brook has not followed up with me once to return my calls or confirm that I am satisfied with the outcome. 

• Initial Complaint

  Date:09/13/2023

  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.

  In regards to complaint # ********. I moved out of my rental home on June 30, 2023 and was present when the walk through inspection was completed (with no issues noted). East coast has refused to return my security deposit or notify me as to why they are withholding it. There are also misc charges that appear on my online payment portal that they refuse to tell me what they are in regards to. My attorney wrote them at the end of august requesting a return of my security deposit but they have ignore that request as well.

  

  Business Response

  Date: 09/20/2023

  The Owner of the Property was / is handling the security deposit.The investor sent the security deposit disposition to you via certified mail and it was attempted to be delivered. Can you verify your updated mailing address for us please? Aslo do you have his contact information or would like us to share it with you?

  Customer Answer

  Date: 09/21/2023

  
  Complaint: ********
  
  I am rejecting this response because I have not gotten an explanation for the misc charges on my acct. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/01/2022

  Type:Order 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.

  East Coast Real Estate Group (ECREG) was hired as the property management company for my property located at *****************., Hagertown, MD 21740. ECREG hired a contractor to convert the attic to a bedroom to City code. On June 6, 2022 $8,500 was paid to ECREG to complete the work. On September 9, 2022, I found out from the City the work was NOT done to code and without a permit. Furthermore, the scope of work performed by ECREG failed several City inspection. After several months of delay, ECREG was able to get the attic to pass City code inspections. Without my knowledge and agreement, ECREG submitted to me an invoice for $5,625.36 today (December 1, 2022) for electrical work done in the attic. In addition, ECREG has done this kind of behavior where ECREG performs work involving thousands of dollars without my knowledge and consent. I have sent many emails and made many calls for several months to resolve my dissatisfactions with ECREG; however, ultimately I had to terminate my contracts with ECREG on November 15, 2022.

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/12/02) */ ******, ECREG did not submit a $5,625.36 invoice to you. The vendor whom you have worked with multiple times on different projects and have direct communication with... submitted an invoice to you. We never received an estimate for this work, never approved the work to be completed and did not send you that invoice. Consumer Response /* (3000, 7, 2022/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As illustrated in the attached, a Kathryn emailed me and ECREG the invoice. The invoice wasn't addressed to me by name. I'm not familiar with a Kathryn and ECREG was addressed on the email. Furthermore, ECREG hired the contractor for the job. In addition, the contractor has submitted all their invoices for this project to ECREG. I make payments directly to ECREG and ECREG pays the contractor. Also, ECREG charges me 10% of the contractor's invoices as they hired the contractor. Once again, I had no knowledge of these charges and most certainly didn't approve these charges. More importantly, ECREG has not responded to the email (contractor) expressing their position shared with BBB. Business Response /* (4000, 9, 2022/12/07) */ ******, I understand what you're saying sir. However this is going to end up on the vendor and his lack of a change order. I didn't respond to the email, because I personally explained this in person to the owner of the company, in our office when he requested payment just minutes after sending that email. It wasn't approved by us, so we wouldn't be paying for it on your behalf. The vendor admitted to me, that no one approved the work, so he understood when I didn't pay him for the work on you behalf. Consumer Response /* (2000, 11, 2022/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for the clarification.

• Initial Complaint

  Date:11/22/2022

  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 never been so dissatisfied with property management services. The expenses have been ridiculously high. I would consider it a management function to be sure there is adequate heat in the winter, to not let the pipes freeze. But not only was that not done, I was charged a horrendous amount of $3,131.74 to have the pipes fixed upon freezing due to their inaction. Upon review of transactions I discovered that ECREG had been skimming the rent receipts, claiming they are for "other services", totaling $5,280.40 from the four most current leases. All income from by property is rent, whatever name or type of service you give it. And another disappointment, ECREG has retained the last tenant's security deposit even though they caused 13,000 plus of damages to my property. For the current tenant, they have been providing owners statements to me reflecting gross rent of $640, yet the actual monthly rent being collected is $815. They were fraudulently skimming $185 a month for 8 months. They also collected up front charges from this tenant of $1,194, all kept from themselves, and not disclosed to me until I terminated their services. None of this is allowed per our property management agreement. I requested the company pay me this, which they refused with bogus reasons.

  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 7, 2022/12/02) */ ******, There are several inaccurate and false accusation in this complaint. The heat was turned on for you after the resident vacated. All money received from a resident is not rent. The addition monthly fees are clearly outlined for the tenants in their lease. Our pet guarantee program is, order of funds distribution and other details are explained in our Property Management agreement. We wish you the best in obtaining the balance owed by the tenant. We would have liked to assist you in that process, however we are separating our working relationship. Consumer Response /* (3000, 9, 2022/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree that they had the right to collect money from my tenants for living in my property and not consider it rent. Rent is money paid for the use of property. Giving it different names does not change that. They knew I was expecting to receive 90% of the collections from the tenants, as we agreed their fee was 10% of all collections. There is no "pet guarantee program" explained in our property management agreement. Our agreement was included with the complaint. They claimed they "turned on the heat", but they apparently did not confirm it was sufficient and working property, as expected from them. I do not agree there were any inaccurate or false accusations in this complaint. Business Response /* (1000, 17, 2022/12/15) */ ******, We and I have tried to explain this to you multiple times, so this will be my last communication on the matters. Whether you agree or not with any fees accessed to a residents ledger, it doesn't change our legal authority and right to charge additional fees as outlined in the the lease and PM agreement. Both our lease and PM agreement have been reviewed by multiple attorneys and are compliant with local regulations.

• Initial Complaint

  Date:10/25/2022

  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'm the owner of a townhouse located at ****************** Frederick, MD, and East Cost Real Estate Group is the agency managing the property. On August 16, 2022 I received an email about a refrigerator not working properly. I purchased a new refrigerator the same day and it was delivered to the resident on August 20, 2022. On September 14, 2022 I received the owner statement for the period of 08/10/22 to 09/13/22 with $302.4 (274.94 + 10%) charge related to maintenance call for the refrigerator. Surprisedly on October 12, 2022 I received the owner statement for the period of 09/14/22 to 10/11/22 with a charge of $220 (200 +10%) related to the same maintenance request on the refrigerator back in August. After contacting the agency about the $220 on October, the manager told me that they rented a mini fridge for 4 days in August to put in the townhouse for the tenant. Why charging me on October for a repair expense that occurred in August? Also, I don't understand why the agency had made the decision to rent an appliance to put in my house without informing me. The agency did not inform me that the tenant was in need of a refrigerator ASAP, neither that they were planing to rent a mini fridge. I had a backup refrigerator sitting in my garage I could have simply put it in the house. Not knowing the emergency of the situation, I decided to buy a new refrigerator to avoid any further issues down the line. In my opinion the agency did not communicate with me correctly and they overcharged me for this maintenance request. I ended up paying $524 to the agency and $992 for the new fridge.

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/28) */ ******, Hey good evening and thank you for reaching out to us. As we previously discussed there was 2 separate bills and 2 separate vendors that were sent to your home. When we received the call that the fridge was not working, we dispatched someone who attempted to fix the fridge. They had time and labor driving to the home and trying to fix it. Then when they notified us that the fridge was unable to be repaired, they still billed for their time on site. We sent a separate vendor out to drop off a mini fridge, so your tenants had a working fridge of some sort for the time being. The work order was submitted by the tenant on 8/14 and we had a vendor there on 8/16 to look at the fridge. With the new fridge arriving on 8/20, that was almost a week without a working fridge for your tenant. You knew that the fridge was not working and we needed to get them a fridge as soon as possible, so they had a functioning fridge. We of course wish the vendor could have fixed the fridge the first time and saved you some money. As far as when the billing happened, we cannot control when invoices are completed or submitted to our office. We simply bill them when we receive the invoices. Most of our vendors that we use trust us, so they bill us at net 30 days and payment is not due at the time of service. I hope this helps to clear things up! Consumer Response /* (3000, 7, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I completely understand your point; however, you should have tried to secure my approval before renting the refrigerator. Based on the property management rental agreement I signed, "Agent agree to secure the prior approval of the owner on all expenditures estimated to be in excess of $500 for any one item" . The cost of sending 2 vendors to resolve the issue of the refrigerator was $522.43; therefore, my approval was required. As you can see on the attached screenshot of the email from the Vice President, the agency acknowledged a mistake was made by not informing me about the need of renting a mini fridge. Business Response /* (4000, 9, 2022/11/01) */ ******, Hey good evening ma'am and thank you for reaching out again. I understand your frustration, but these were 2 separate bills and 2 separate vendors. We ask all of our vendors that if a repair is going to be more than $500 to get us an estimate, so we can send to the landlord to review. Since that was not what occurred, there was no estimate. Per our agreement we are authorized to handle repairs for your property and there was not one item over $500 in this scenario. Agent's Authority: Owner agrees to be responsible for the expenses associated with and hereby gives Agent the exclusive authority to make, contract, and/or supervise repairs, alterations, and/or decorations to Property; to purchase supplies and pay bills therefore; Agent agrees to secure the prior approval of the Owner on all expenditures estimated to be in excess of $500 for any one item