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:11/13/2024

  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.

  Marketplace homes sent a plumber out to my residence after reporting a running tub faucet that would not turn off but never sent anyone to fix the issue after the cause of the problem was reported back to them. The plumber came out 11/05/2024 and advised Marketplace Homes on what needed to be done to fix the issue. Marketplace Homes has not sent anyone out to fix the running faucet. Since the week has passed over ***** gallons of water has flowed from the faucet. In addition to paying for the wasted water in my utility bill, the steam form hot water running 24/7 has caused water damage in the bathroom. This is not the fist issue I have had with this company. In the summer of 2024 I went three weeks in ******* with no AC after reporting the issue to them. This company also misplaced $1,400.00 security deposit when I moved in and filed a formal eviction notice against me. This was only dropped after they realized their mistake months later. I am requesting Marketplace Homes pay the difference in my water bill in addition to forgiving one month rent due to the continued issues. Their business practices are unacceptable.

  

  Business Response

  Date: 11/13/2024

  Thank you for reaching out regarding your concerns. After looking at the work order in relation to the concern, it appears that the property owner had not given us approval to perform the repairs. Marketplace Homes is not the owner of the property, the owner of the home hired us to manage the home. As part of the agreement with the owner, they must approve all repair charges and estimates before any repair can be completed. It looks like just yesterday, the property owner finally gave the approval to perform the repairs. The vendor has been notified that they are approved to perform the repairs and to contact you to schedule.

• Initial Complaint

  Date:09/23/2024

  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.

  We have been in the home for about 10 months. Several issues with the home, appointments are made and then they are no shows which conflicts with my employment. They do not care. They close maintenance tickets as resolved when nobody shows. We have to call **** **** by phone to get reason. The reason being it is under home warranty still. It is not my job to contact warranty. OUr guest bathroom shower has been unusable sime April. They sent a contractor out who told us not to use as plumbing is not connected correctly. After this issue **** called and asked us if we knew of a cheaper contractor. Such a joke. One of the doors in the bedroom is not hung properly and we have been waiting months for this issue. *** newest issue is electrical. We have an appointment that is 9 days out from time of request, but do not even know if they will show. This is effecting our meals. We have had water issues on two occasions and still have water pressure issues that have not been resolved. Getting anyone to communicate per their site is a joke as they just ignore or close out tickets. SO we call **** **** directly and she is of no help, tells us they are meeting with owners of property, that as long as the house is liveable it ok. We spend 2170 a month for this!! My wife was injusred on the stairs due to nails sticking out and fell and injured her leg. Immediately called ****, Nobody was ever sent out to repair. Wife lost almost 6 weeks of work due to this. We paid all the deductibles and my insurance paid the rest. We asked for their insurance info and they dragged that out for a few weeks. **** they insurance finally did call my wife they said they were only contacted the day before our call and they do not cover this and Marketplace knows this. Only thing we asked of them was to be let out of lease due to all of this, the no shows have been many and effects work. Or workers come and can only speak in Spanish take pics and leave, they have even brought a minor child.

  

  Business Response

  Date: 11/08/2024

  Our records indicate that this this resident has moved out of the home. In reviewing the property they did rent, the maintenance was performed by the warranty company for the property owner. When they purchased the home, they also received a warranty that would fix anything and everything that went wrong, it was a new construction home. All repair requests were sent to the warranty company and they coordinated the repairs and hired the contractors to perform the repairs. We did not hire the contractors, we acted as an intermediary . We will pass the information the prior resident states below regarding their experience with the repair crews to the warranty repair company. 

  The property owner declined to allow an early termination without penalty due to all of the work orders reported being for cosmetic issues. 

  Customer Answer

  Date: 11/08/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/25/2024

  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.

  Myself and my husband were in search of a rental home as our family is expanding. We found and fell in love with a home listed under Marketplace Homes in *********, **. We applied for the house immediately and after about 5 days we received an email saying we were approved, but they selected someone else for the home. They also stated if the renters they selected failed to pay their deposits within 48hrs then we would get next in line. After about a week we noticed the home was still listed on their site as well as Zillow for rent. My husband ended up calling them and questioning if the property was available or not since we were next in line per their own email. They shared with him over the phone that the house had someone that would shortly be taking over the lease. Here it is 30 days later and the home is still listed. We called again and then two days later we received a denial letter with no reason provided. Completely predatory practices and they are at this point just collecting application fees. ****** shows they have had over ***************************** 37 days as of today. This is predatory and ridiculous.

  

  Business Response

  Date: 05/07/2024

  Thank you for reaching out regarding this concern. After investigation, we do see that the initial applicant was chosen and did sign a lease to move in. At this time, there are no marketing efforts active for this home. Your application is still valid and able to be transferred to another available home for 30 days from the date of the application. If there is another home that interests you, please contact us ************** to move your application to another home

• Initial Complaint

  Date:03/25/2024

  Type:Order 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 became a renter with Marketplace Homes in mid January 2024 after selling my home and renting the same residence. At closing I was awarded any equity, less, partial rent for January 2024, full months rent for February 2024, and a $1,400.00 security deposit. Since the funds have been sent to Marketplace Homes I have been getting calls and emails demanding payment for past rent/security deposit. I have reached out and explained that they are in possession of these funds and have essentially been told there has been some form of accounting error. However, over the past several weeks I have not been given any explanation of the issue being resolved and still receive demands for payment. I feel I am being harassed and this practice by Marketplace Homes is unfair and unjust.

  

  Business Response

  Date: 04/08/2024

  Thank you for reaching out regarding this issue. Upon investigation, there was indeed an error within the system for the ledger. This has been corrected at this time.

• Initial Complaint

  Date:03/01/2024

  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.

  It has been a whole month that we have no ac at our rental property. Its been 85 degrees in the ****************. It seems ridiculous to have to pay 2000 for rent when their has been no ac for th whole month and having to sleep elsewhere.

  

  Business Response

  Date: 03/11/2024

  Thank you for reaching out regarding this concern. We do take all maintenance work very seriously. There are often times where repair timelines are outside of our control, when parts need to be ordered it does take some time to get those parts from the manufacturer. In this case, the parts orders turned out to be faulty and replacement parts needed to be added again.  As a courtesy, we have added a rental credit to the ledger for this inconvenience. 

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Does not listen to my problems nor try to correct them. They screwed up my account and have accrued over $2k in fees that are not my responsibility to pay and are trying to evict me for their error! And wont fix it!!

  

  Business Response

  Date: 12/04/2023

  An agreement has been made with this resident to remove fees in exchange for making the current rental payment

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Security Deposit Scam! Run! Smoke and Mirrors! We are 3 responsible adults! We only lived in the house 1 year. They gave us a notice to move because the home was put up for sale. We declined to purchase. The security deposit was $2550. They want to give me $58 as a refund. I kept that house as if it was my own and moved out of it just the same. Having worked in property management nearly 30 years myself, I know what normal wear and tear is. That is what we left behind. And maybe $100 in wall repairs: curtain rod holes, a scuff here and there, poorly installed toilet paper holder just sitting in sheetrock. Debris removal: 2 doormats and a light switch. We moved out 7/31/23. I had told the regional that I wanted to be present for the move out inspection, but I felt like they did not want me there and gave me the runaround. Because the plan was to take my entire deposit. I was told they did not know when the home would be inspected. I asked her to call me in advance and she made that seem as though it was impossible to do. I received an email on what to do to get the home ready for moveout. Which I followed diligently. I made video of my damages and left it clean. There were nail holes from hanging curtain rods, and 2 door mats left behind. I made a video recording of how I left the house. The charges that were applied to my account were absurd! The pictures are not dated on my end, but the move out statement says is 8/10/23 but noted in a email from them that pics were taken on 8/3/23. Raised eyebrow! The pics do not justify the charges of $1990 to paint all the walls. They offered me $1200, which would leave me $849.29 for paint, I asked for $1750 since they felt the need to throw out a number that still was unfair. The $460.97 went to utilities and $40 for debris removal. During all the back and forth on the emails (which I still have) they thought I settled for $1200. They clearly want to take your money and expect you to accept their wrong doing.

  

  Business Response

  Date: 11/06/2023

  Marketplace Homes takes all security deposit matters very seriously. We review all move out inspection reports, photos from our inspectors, as well as feedback from our inspectors on the condition of all homes when a resident moves out. In this case, there were personal items left behind along with damage to the walls throughout the home. The damage to the walls consisted of gouges and holes, as well as areas where items were dragged across the surface which caused the paint to be peeled off and drywall damaged. In addition to the damages done to the home, there were unpaid utility bills which also needed to be withheld from the security deposit. All items that were withheld from the deposit are legally allowed to be withheld from the deposit according to state statutes. 

  In the course of communications with this resident, we provided photos to show the condition upon move out. This photos are timestamped and also location stamped. All charges are legitimate with proof showing when the damage was documented and showing that the photos are of the home that this resident occupied. 

  In a showing of good faith, we did offer to reimburse this resident an additional $1200. This offer was declined. Due to the damages left in the property by this resident, no additional amounts will be refunded.

• Initial Complaint

  Date:08/19/2023

  Type:Order 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.

  Marketplace homes urged me to apply for a home with my mother and nephew then discredited me for my income alone instead of everyone elses income included on the appication which was 6x the monthly rental amount. They are out to collect application fees I highly doubt theyve ever rented a property.

  

  Business Response

  Date: 08/29/2023

  Thank you for reaching out about your application to rent a home. We do review every application to ensure a resident qualifies and meets all of the requirements. This specific application did not meet the requirements alone, at which time a ********* was suggested. The co ****** did not fill out the application correctly to indicate that they were a ********* and we did not know. This applicant then proceeded to use vulgar and offensive language to our team members and at that time we advised this applicant that if they wished to proceed we would need to be respectful to each other. This applicant did not reply to anything from us after that time.  We do require that our team members treat our applicants, residents, and property owners with respect, and we ask that our customers treat us with the same respect

• Initial Complaint

  Date:07/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed complaints with the upstairs tenant about the loud music they play day and night. I have contacted Marketplace Homes 3 times (yesterday being the 3rd time). I contacted Marketplace Homes for the problem at hand and they act like it's not a priority to get looked at. If I had known that this business has this much of a bad review, I never would have accepted the apartment. But I was in such a hurry to get an apartment in ******** that I just took the first apartment that would rent to us. I will never do that again. PLEASE DO NOT RENT FROM THIS BUSINESS!!

  

  Business Response

  Date: 07/31/2023

  We certainly understand the frustration that a poor neighbor can cause. We have on multiple times sent notices to the neighboring unit about noise. As the neighbor is not violating any local laws or ordinances by playing music during the day, that individual has the right to play music. However, during the nighttime if they are playing loud music they are violating local laws and at that time the police department does need to be called to respond to the complaints.  ********************* is the proper outlet to get resolution to have a neighbor follow the laws. 

  Each time an issue is reported we will continue to speak with the neighbor and ask that they be good neighbors and not break the law by playing loud music at night.  That is the extent of our abilities as a property manager, the local police department is in place to enforce the laws

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 18, I logged in to pay my rent. My portal tells me that my online payment system has been discontinued, due to evicting status. Marketplace suggest that they made phone calls to me in attempt to collect payment. I send an email asking for someone to call me on my number provided and still haven't received a call. My payment history shows that I have been charged late fees and have paid all every time. The embarrassment from a resident who makes 5 times the rent requirement to be in evicting status is enough to not sleep well at night. Not to mention- the reason for the late payment is dealing with a recent death in my family. Also, the price of rent being charged no longer feels like the property is valued at such. This is a common conversation amongst residents who are owners. The new owners (Marketplace Homes) are looking to fill the community fast and the community appears to be not as welcoming since being filled quickly. Cars are parked all over, pools on the side of the homes. I just want a courtesy call to have all of this addressed. I highly dislike my mental health levels due to current status attached to my profile.

  

  Business Response

  Date: 07/31/2023

  We do take all situations regarding non payment of rent seriously as we do attempt to discuss the delinquency with residents prior to taking any legal action, however when we are unable to speak with a resident we do have to begin the legal process of eviction. Once this time comes, a resident is only allowed to pay their past due balance in full and through certified funds. Due to this requirement, the ability to pay through the resident portal is restricted.  Per our reporting, every email sent by this resident was responded to within 24 hours and every call was answered by a member of our team. We do thank this resident for making their rental payment and all eviction matters have been dismissed.