ComplaintsforWPM Real Estate Management

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business inspected our condo, identified a broken floor joist, and said they were going to present to the Board of Directors a proposal to replace the framing issue as framing is a common element in the HOA and is the association's responsibility. It has been months and the proposal was never presented to the Board. New cracks are forming in our drywall while the 2nd floor is starting to slope in other areas now. I cannot get in touch with anyone from this business to ensure this issue is being handled.

  Business response

  06/05/2023

  In reference to complaint #********, WPM Real Estate Management has submitted the relevant information to the Board of Directors for this community. The Board is currently investigating the cause and solution to the issue. The services of ****** *********** have been retained by the Board to address and repair this issue. The proposal submitted by ****** *********** is under review by the Board. We hope to have approval for the repairs in June and the repairs would begin shortly thereafter. 

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because I received the same message in an email from March that the proposal would be brought to the Board. See attached for that email response. 

  Three months later and I am no closer to having the cracked floor joist replaced. 

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

  Business response

  06/12/2023

  In reference to complaint #********, WPM Real Estate Management would like to offer the following updated response:

  We apologize if this Resident is unhappy with the amount of time taken for the Board of Directors to investigate the issue and the information submitted by the engineering firm, however the relevant information was submitted to the Board of Directors for this community as previously mentioned. The proposal submitted by ****** *********** has now been approved by the Board. We hope to have the repairs scheduled shortly. 

   

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/11 I notified Brian ***** at WPM of a termite issue. I was advised there was no termite issue based on their recent inspection. I advised that I had an inspection and there were termites beginning to build colonies. I asked for another review for termites. No response was provided and now my tenants have indicated to me that the termite issue is much larger than it was, I may lose my tenants due to the lack of communication and negligence from WPM. To date, no response has been provided from them.

  Business response

  03/30/2023

  In response to this complaint, WPM Real Estate Management would like to offer the following response:

  Our goal is to provide the best possible service at all times and to help resolve any requests as quickly and efficiently as possible. Our records show that this property was inspected in November 2022 with no sign of termites. Upon request, we returned in March to conduct another inspection, however no one was home and the inspection could not be completed. With the arrival of warmer weather, it is possible that swarming activity could now be present where there was nothing to be found previously.

  We would be happy to schedule another inspection with the client. We will provide the owner with this information and we will assist with rescheduling another inspection at the tenant's convenience. We would like to assist in addressing this situation as quickly and efficiently as possible. We encourage the owner to contact us directly for any additional questions or service needs and we apologize for any inconvenience this may have caused.
  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had to prepare a MD Resale Disclosure. * **** ******* ***** **** ***** ****s. Amy ******* attempted to help by sending the requirement to Eliane ****** Muniz incorrectly typed the email and did not pay attention to the failed mail. Consequently I did not get the requirement document until 10PM in the evening when Switzer resent it to me. Also, the version by Muniz included the name of another WPM employee for support Vonyetta ***** who had left the company approximately 3.5 weeks earlier. It is very apparent that Eliane ***** is an extremely irresponsible employee and I was totally negatively impacted by it.

  Business response

  03/17/2023

  In response to Complaint ********** WPM would like to offer the following response….

  We apologize if this resident feels as though he was not provided the best possible service. Unfortunately, we did make an error when sending him the email address of another employee for which we apologize for any inconvenience.
  

  The resident’s expectations for an immediate turnaround time were not able to be met. In reference to the resale package that was requested, this was ordered on 3/8/23 and normally takes 7-10 business days to receive which is beyond our control. Again, we apologize for the inconvenience. We would encourage this resident to contact us directly if there is anything we can do to further assist or provide service.

  Thank you.

  Customer response

  03/22/2023

   
  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,
  
  Robert *****

• Initial Complaint

  01/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We moved to ****** ***** approximately 4 yrs ago.WPM Real Estate MNGT bought our complex approx. 1 yr ago.Since this time, they have done nothing to fix or keep up with maintenance, dumpsters, trash, etc. I have been calling & emailing Majure W*****, the complex manager and Korrie B******** (not sure of her pos.).They do not respond.We have all kinds of maintenance issues not taken care of.These issues have been going on since last summer and longer. We’ve had to fix some of the issues our selves and we both have health concerns from a deadly car accident.The maintenance man, Nick does nothing but watch his phone in his cart for hours.We we’re promised new trash dumpsters since WPM bought our complex.We have only 1 old dumpster on our street. The second one is rusted so they turned it on it’s side.Trash is getting into the wetlands (***** ***** ****** in Edgemere, MD) surrounding our complex.My emails have dates.We have railroad ties surrounding our front that’s completely rotted.Our front door is rusted and bubbling.So I have emails and photos. Unfortunately, I deleted some pictures but I still have good ones.We pay almost $1,700/month for what?I would like to have mediation with”upper” management, not Majure or Korrie.The other thing Majure does is send out very unnerving letters attached to our doors.Months ago she had letters to specific people posted on our house saying our rent was late (this was the first or second of the month) We just paid it on the first and rent is actually due by the fifth.We are never late.We usually pay the first and occasionally the second.We take very good care of our home.I would like some rent taken off and much better maintenance (someone who is capable).I would like a capable complex manager.The maintenance is required for both inside and out.New dumpsters are a must.A capable contact person.I’ve sent maintenance requests via email and WPM’s maintenance site multiple times since the company took over with very little response.

  Business response

  02/21/2023

  In response to BBB complaint #********, WPM Real Estate Management would like to offer the following response….
  
  WPM Real Estate Management began management of this community in July of 2022. In the 7 months that we have been managing the community, we have been working diligently to address a number of issues throughout the community that were present when we began management. Unfortunately, the management team did not receive this resident’s concerns until January 27th, 2023. This was due to the resident using incorrect contact information. We have provided the resident with the correct contact information for communication with the onsite management team. We have completed a thorough walk-through and review of this resident’s apartment home on February 3rd and are actively working to address all of the resident’s issues. In addition, we have upgraded the dumpster to accommodate larger amounts of refuse per this resident’s concerns. If there are any remaining issues or concerns, we encourage this resident to reach out to our management team. Our goal is to provide the best possible living experience and customer service and we are working to restore this resident’s satisfaction with our community.  

  Thank you.

  
  

  Customer response

  02/23/2023

  
  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

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My concern is this property continue to ask for rent with no regard to all the maintenance request placed and not repaired. Once I began making telephone calls in conjunction with my request on the website, the website was removed and so was the Director I was communicating with. I have mold in my toilet that has been there for over 2 years. The floor around my toilet has lifted up as if something is growing under it and breaking the tile. My rent was verbally increased with no copy. I can go on and on about all my request: no carpet change(5years), no renovation but rent increase, rodents, and I had to call vigorously until the overflowing dishwasher was replaced. My refrigerator was so old I had to harass the maintenance guys to replace the gaskets on it because bugs was coming out of it.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2023/01/06) */ Hello, WPM Real Estate Management no longer manages this apartment community and hasn't managed this community since December of 2021. Please refer your complaints to or against the current management company, M3 Equities. Their contact information is below... M3 Equities LLC *** ********* of the ******** **** ********* ** XXXXX **********@m3equitiesllc.com (XXX) XXX-XXXX Thank you.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved out of Twin Ridge Apartments in September and was told repeatedly that i would be sent a final bill once they found a new tenant. They sent a final bill in December after a new tenant moved in at the end of November. Prior to sending this final bill, Twin ridge sent it to a collection agency on October 30- more than a month before sending the final bill. The collection agency is asking for $10k while I only owe $1127 in the Final Bill to Twin Ridge. Twin ridge and WPM management have both been extremely unprofessional and have prevented me from making the final payment by telling me to wait for the final bill.

  Business response

  01/12/2023

  Business Response /* (1000, 9, 2023/01/06) */ We apologize for the error with this resident and have removed the account from collections and contacted the resident directly. We have submitted corrections and removals to the credit reporting agencies to ensure there are no negative impacts. Consumer Response /* (2000, 11, 2023/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Until BBB reached out to them they were unwilling to help. Once BBB reached out they finally fixed it.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Renter (Charlie I'm) started to rent a residential space staring June 18, 2022, from Landlord (Evert ****** When (Charlie) completed the walkthrough with (Evert) in May 2022, the place had no physical damage or issues. However, as (Charlie) was getting ready to move in, (Evert) shared with (Charlie) that there has been some ceiling works that the WPM Real Estate Management requested to complete in the rental unit. (Evert) was shared by the management team of WPM Real Estate Management that the work would be completed within two weeks. (Charlie) and (Evert) verbally agreed to keep each other informed as they receive updates from the WPM Real Estate Management. A couple of months have passed, but there has not been any communication or updates from the WPM Real Estate Management. On August 23, 2022, (Charlie) reached out to the Board President, (Robin ********* of the Watermark Place Condominiums to get updates and to share the frustration about the lack of communication. This written email was forwarded to (Patricia ****** CMCA, AMS, Community Association Manager of WPM Real Estate Management on August 23, 2022. As no updates have been provided by (Patricia ***** for the next seven days, (*******) sent a fall up email on August 31, 2022. Finally, on September 6, 2022, after three weeks of no communication, (Patricia ***** responded back to the emails. In this email, (Patricia) not only stated that there will be more holes opened up in the ceiling, but also shared that the information was not shared with anyone because she did not believe that the information needed to be shared. (Charlie) responded to (Patricia) with multiple questions based on her email response. However, none of the questions that were being asked were answered. Very dismissively, (Patricia) stated in the email that she decided not to respond to the email with questions as she did not find them to be important.

  Business response

  10/31/2022

  Business Response /* (1000, 7, 2022/09/26) */ WPM makes every attempt to provide the best possible customer service at all times and to help resolve any requests as quickly and efficiently as possible. We apologize for the repair work not being completed in a timely manner and any communications not being responded to in a timely and/or professional manner. WPM as well as our vendors, suppliers and contractors continue to navigate the COVID pandemic and are experiencing widespread supply chain issues, labor shortages, extended turnaround times, etc. which is affecting our responsiveness in many ways. We appreciate the continued patience of both the homeowner and renter and will make every effort to look for ways to improve. In reference to the repair work referenced in this complaint, the plumbing work was completed on 9/12/22 and the drywall repair work will begin on or about 9/22/22. Since the requested resolution for this complaint was listed as "Repair", this should satisfy the request. If the homeowner or renter has any issues or concerns, we would ask that they contact our office.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been having issues with mouse infestation, non proper fixed maintenance issues. Issues with someone getting back to me about the issues at hand.

  Business response

  10/07/2022

  Business Response /* (1000, 7, 2022/09/15) */ In reference to case #XXXXXXXX, WPM ********************** would like to offer the following response... We are actively working with this resident to address their pest control request and have been in communication with the resident throughout the process. Upon receiving the initial report from this resident of a rodent issue, we contacted our pest control company and sent the resident the treatment guidelines for rodent issues. To be able to effectively address a rodent situation, there are specific guidelines and steps that must be followed by the resident to ensure effective treatment. These guidelines include cleaning out all cabinets, storage areas etc. as well as making sure that certain housekeeping standards are maintained by the resident. The first part of the treatment process is to seal any possible gaps or entry holes where the rodents *** be entering the home. We had to go out to this resident's home on multiple occasions to address this stage of the treatment process due to the resident having belongings in areas that needed to be treated even though the guidelines sent requested that those areas be cleaned out prior to our pest control company arriving. After our pest control company visited the resident's home the first time, they informed us that this resident's rodent issue was being contributed to by the resident's lack of housekeeping. Our staff accompanied the pest control company to the resident's home on the second visit to confirm this and took pictures to document the poor housekeeping. As of 9/11/22 entry points have been addressed and the pest control company has treated and will return on Friday 9/30/22 for additional treatment. While we have communicated this to the resident, the resident is welcome to call or email the office with questions or concerns.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My family and I have been living at this residence for about 5 years now and have never had any issues. On 8/23/2022, My partner and I came home and was unable to park in front of our home bc one of the maintenance people had parked their work cart in a spot while talking to friends and smoking what appeared to be a vape pen. One of our neighbors mentioned that we were trying to park and she shrugged her shoulders and hid behind their vehicle. My partner was annoyed and asked if she was going to move her cart and she said, "No, I'm doing something, asked if he could park somewhere else and walked away. He shared how he lives there and just wants to park and go home like he always does and that it would be helpful to move the cart. She proceeded to walk away from her cart to another court while leaving the cart in the parking spot. He walked after her asking why she was doing this. Moments later, the property manager, I believe her name is *******, came over and was just as unprofessional. It was obvious that her residents were not valued as she didn't even try to hear our side of the story or rectify the situation in a positive manner. On Friday, August 26, we received a notice from a lawyer's office stating we were being asked to vacate in 30 days for a breach of lease. They stated that my partner was an "unauthorized occupant" although he is on the lease and that this unauthorized occupant "intimidated and harassed" management personnel. WPM has previously received recognition for their professionalism and great customer service but the management and staff at this particular complex does not withhold the professional standards that is expected. This is the ONLY situation that has ever happened, and we are timely with our rent but being asked to move over a simple disagreement that could have been resolved if the staff had operated in a professional manner.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/09/07) */ In response to BBB Case # XXXXXXXX, WPM Real Estate Management would like to offer the following response... We agree to the resident's desired resolution. The Resident states in the desired resolution that they no longer feel comfortable living at the community and does not want to be held responsible for additional fees and rent. The Resident has been asked to vacate the community and will therefore not be held responsible for any additional rent beyond the date that they have been asked to vacate. In addition, no additional fees will be charged. If there was a security deposit provided by the resident, the security deposit will be returned after the resident has vacated and the unit is inspected and found to have been left with no damage and in good condition per the lease agreement. Consumer Response /* (3000, 7, 2022/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have already paid September's rent in full and would like until at least the end of the month to vacate and secure housing for our family. Business Response /* (4000, 9, 2022/10/24) */ We are unclear on why this resident has submitted this response. According to our records, this resident moved out of the community on 9/24/22. Since the resident had paid for the full month of September, the resident was issued a refund for the remainder of September and their security deposit was returned as well.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a complaint with the Crofton Mews Condo Association, managed through WPM Real Estate, on Saturday April 30, 2022 at 4:42pm. I have NOT received a response regarding my complaint despite numerous times following up with various members of WPM. I sent the complaint to Jonathan ********* and Brian ****** After not receiving a response, I followed up with Tricia ****** and Eliane ****** Tricia and ****** were very responsive and said they would contact Jonathan and Brian in order to have them respond to my complaint. However, it is now Wednesday, August 10, 2022 at 4:04pm and I still have NOT received any response to my complaint. All the information regarding the situation, the reasoning for my request for a refund, and ways in which I hope the Condo Association can improve in the future for other residents is found in my attached complaint, which was originally sent to WPM on April 30, 2022. My last name has since changed; however, the email I provided here on BBB and the email I provided in the complaint are both valid email addresses I check regularly, and I will continue to check them hoping for a resolution from WPM Real Estate. I no longer live in a community managed by WPM; I sold my house there immediately. The complaint has my previous address in Crofton Mews listed, but my current address is listed in the contact form here on BBB if needed.

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/16) */ WPM Real Estate Management manages each condominium association and associated billing matters based on governing documents that are created by the condominium association and its board. Each condominium owner is provided these governing documents and signs the governing documents when they purchase their condominium. Per the governing documents for this owner's condominium association, unit owners are responsible for maintaining, repairing or replacing the plumbing in the condo unit. We received an email request from this condo owner on 2/27/22 requesting a plumber due to a washing machine line backing up in the unit. We contacted Knott Mechanical per the owner's request on 2/28/22. The service ticket from Knott Mechanical stated that the washing machine line was serviced and was cleared. The cost of the plumbing service was billed to this owner when the invoice was received from Knott Mechanical per the governing documents for this condominium association. The resident contacted the management office on 3/25/22 via email inquiring about the charge. The email was responded to on 3/25/22 advising that the service provided by Knott Mechanical is the responsibility of the condominium owner based on the condominium association governing documents. The resident sent a second email on 3/30/22 asking for a follow-up on the previous correspondence. This email was responded to on 3/31/22 advising that there was no new or additional information, and the responsibility for the cost of the plumbing repairs remains the same. The resident sent additional emails on 4/13/22 and 4/24/22 which did not include any additional information. There was an email response sent from WPM on 4/25/22 advising that there was no new or further information to be shared on this matter and that the cost of the plumbing repairs was the responsibility of the owner based on the governing documents of the association to which WPM manages. The resident advised that she would pay the bill but would file a complaint. The resident also advised of intent to sell the unit and requested resale information which was provided. WPM Real Estate Management is following the governing documents of the condominium association in billing this unit owner for the plumbing services that were requested and completed. We have responded to this owner on several occasions with an explanation as to why the charges are the responsibility of the owner. WPM is hired by the condominium association to manage the association according to the governing documents. While we understand that this owner *** be dissatisfied that they are being held responsible for the charges, WPM is acting in good faith on behalf of the condominium association and the governing documents 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. ↩