ComplaintsforJNM Realty Group

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  JNM has lied to me, withheld money from me, and has not taken accountability for its mistakes. When I moved into my apartment, it was dirty which led to me having to push my move in date back. JNM refunded me for the days that I spent cleaning the apartment and told me I would not be charged a cleaning fee when I moved out (I have this conversation documented). Now that I've moved out, JNM has still charged me a cleaning fee although I was told otherwise. Any written communication with the office throughout the duration of my lease has not been responded to in a timely manner and met with short answers and often, refusal to answer my questions. Another issue is the office has been hugely unorganized, so much so that they ended up sending my $750 deposit refund to the previous tenant's forwarding address. I was lied to, told that I gave them the wrong address and they are not responsible despite me telling them this wasn't true. When I asked for proof, JNM sent me a file they used to complete my moveout. After looking at my file for 30 seconds, I immediately saw a huge mistake had been made my file was combined with a previous tenant's file which led to the mix up in addresses. It was a very obvious error that should have been caught. I notified JNM and reminded them that I tried telling them that I did not provide the address that the previous tenant left (this is an address I'm unfamiliar with, so why would I have a check sent there?). They were unapologetic, still tried to blame me, and took no responsibility despite me being homeless as I wait for my deposit to be returned. It's been 32 since I've moved out and I still dont have my deposit refund. They have now passed the ** deadline of 30 days to refund that money, and Im now legally entitled to twice that amount totaling $1500. I will sue if they do not pay me and I dont expect the BBB to be involved whatsoever, however, I do believe that something should be done or it should at least be made known.

  

  Business response

  08/27/2024

  This has already been resolved. *****'s deposit refund was sent back within the first 11 days of the 30-day time frame allotted. Communication during her tenancy was had, as we had spoken to her numerous times in result of late rent payments. Attached are notes showing communication during her tenancy. Also attached is a copy of the move out inspection.  As you can see, there was a note left with a key with a forwarding address. This is where her deposit refund was mailed, however was a system error from a previous inspection. So, instead of accepting that human/system error does happen, and as soon as the deposit got back to us returned, it would be given to her directly, she wanted to collect double deposit. Our accounting was accurate and after consulting with our attorney, he said he was 100% confident that if she decided to move forward with litigation, the judge would see our actions were taken within ******** Tenant-Landlord Law. After letting ***** know of this, she did decide to just accept the deposit and move on. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb.28th I signed a year lease with JNM Realty Group via ******. When I uptrained my key to my new apartment. The apartment was not move in ready. The water was not hooked up, wall had not been cleaned or painted, the carpet was dirty and several different colors, the toilet still had junk in the bowl. The ceiling had a huge water leak. I filed a maintenance ticket at the same time when these findings were found. I was able to get ahold of the office the following day and they turned on the water. They said the other issues would be addressed. It is now then 20th of March and nothing has been corrected or fixed. The apartment is not in livable condition and I still have not moved in due to the condition. I talked with the office manager on 3/19/24 and she stated that they has more important issues to deal with, she also had stated the owner told her to tell me to just put a rug over the nasty carpet. I will not be moving in due to the company not abiding by there own contract(lease), the apartment was not move in ready.

  

  Business response

  06/24/2024

  Attached are invoices paid for both cleaning services and carpet cleaning services for Southfork Apartments 2107. I do understand that there were small bleach stains in a room of the apartment, however we cannot justify replacing all of it due to a small stain. The ceiling was not actively leaking from our understanding, it was a prior leak that was painted over, however the darkness of the stain bled through causing us to have to cut out the ceiling and replace. That was done shortly have **************** moved in. After **************** complained, we sent the cleaner back to correct any issues. The water was shut off due to freezing temps at the time it was vacant to avoid busted pipes. We were more than willing to correct any issues if given the opportunity to do so, but instead he wanted out of the lease. He terminated the contract and no longer lives there. Additionally, we split the lease termination fee per the contractual guidelines and only asked him to be half of the fee since he was unsatisfied with condition, however had not given us ample time to correct things fully.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Currently renting a property from them. They are not taking care of property issues. Been without heat in below freezing Temps for 2 weeks (with an infant in the house). Notified on 1/9/23 of heat being out. They sent out a personal maintenance worker, then a company. Told over the phone that they want to send out a new HVAC tech of theirs to take a look before having to buy a new unit. On 1/20/23 they were notified of frozen pipes due to no heating. They told us there was nothing they would do. When husband tried to confirm that, the lady hung up on him. They said they would not have anyone out until tomorrow and that they would try to get them out. We have email receipts and documents of issues.

  

  Business response

  01/29/2024

  As ***************** explained by stating we have had our maintenance and 2 HVAC techs out in the complaint, you can tell we are trying to resolve the issue. However, the whole unit needs replaced and that has to be ordered. We have provided 2 space heaters in the time being, which I requested an extra one to be brought after speaking to ******** myself. I understand the inconvenience of this, but with the severe temperatures we are having and the extent of the repair, we are doing everything we can. We had properties with heat working perfectly that still had frozen pipes due to the extreme temperatures, and we have to wait for them to thaw out in order to make any repairs, which was informed to the residents. The after-hours on call personnel did hang up the phone due to **************** screaming while she had her child near her. We do inform our employees that they are allowed to disconnect a call if someone is acting in that manner. The residents are scheduled to be moving out 01/31/24, so I am happy to try to resolve this within 2 days, but that is up to the vendors schedule. 

  Customer response

  01/31/2024

  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. Please read the following message. 

   

  When the first HVAC technician came out on January 9, ****, we were under the impression that the order would be placed to get the **** system changed out. We had 3 space heaters that we bought, and you only provided 1 other space heater after we called to request one. We then waited 10 additional days to hear from your new HVAC techs. They told us the same thing, it would need replaced. I'm not upset that it needed replaced. I am upset that it was never ordered to be replaced at the beginning of the month when the issue was first brought to your attention. As far as my husband is concerned, he was not yelling. His voice did raise, but that was because your after hours worker told him there was nothing she would do. This was heard by not only him, but myself included as he was on speaker phone. I understand there was a child in the car, but we had an infant in a house that would not stay above *************************************************************************** warm the house may be. I am also glad my father in-law was able to contact you and fix the issue with your approval. I thank you for allowing him to make the necessary repairs on the pipe. All I ask is that moving forward, please put your tenants first. I do not care if that means you have to pay 45 different HVAC companies to handle all the calls. Just please put yourself in our shoes. I'm sure you would be just as up in arms as we were if you had an infant in freezing weather and a landlord whom, on our end at least, did not seem to be making the calls to take care of you. We were able to see our breath inside our home with 4 space heaters running. We find that dangerous and unacceptable. Take care of your tenants regardless of how close they are to moving out. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My landlord has failed to uphold the terms of the lease contract between us, in spite of my upholding my end in terms of paying rent and following appropriate rules and regulations. I have been living next to neighbors who cause constant disturbances, screaming all night long, with evidence of dealing hard drugs being loudly discussed as well. I have been complaining to my landlord for over two months. They claim this is in hand, but absolutely nothing has changed. I have asked to break my lease if the landlord will not enforce their own noise policy against the neighbors. So far the neighbors have not stopped the disturbances and my landlord has ignored my requests to discuss breaking my lease. I want the lease terms to be enforced correctly, which means the neighbors should now be evicted, or I want to break my lease with no charge and no penalty due to the landlord failure to do their job.

  

  Business response

  12/14/2023

  Hello,

  Please see attached email thread where we have been in direct communication with the complainant and explained that the process unfortunately is not a quick one. Which is also frustrating for the landlord. The noisy neighbor has been given official notice to vacate, and if he doesn't by the end of the notice date, then we will file an eviction. Our attorney has advised us that evicting someone solely based on noise complaints does not typically hold up in court, so we have to wait until he has violated the notice to vacate. We took over management of this building in the last 3 months, and we were not the company that placed the neighbor she is having issues with and are addressing it the best of our ability. "Finishing the job" is the goal for us as well, however we cannot speed up the legal timeline.

   

  Thank you. 

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last September I moved in to this property. I took pictures of the things that I felt needed attention. Now there is gap in the front room between the sheet rock and the floor, and an even bigger one in the hallway. There are stains coming through the ceiling from wildlife that has gotten into the attic above me. They are urinating and defecating up there and what is seeping through is gross. In addition, the toilet rocks back and forth when you sit on it, and the bathroom floor sinks a little when you walk on it. There are cockroaches everywhere. There are two of us here, both paralyzed, wheelchair bound, and cannot continue to risk falling through the floor, or the ceiling falling in on us. I have called them about 25 times since December to try to get them to fix these things. Lastly, there are handicapped ready apartments with ramps, I don't know why they put us in an apartment with stairs. Our wheelchairs do not go up and down stairs.

  

  Business response

  07/20/2022

  I believe someone spoke to ****** yesterday in regard to some of these issues. We let him know that we were having a meeting with the Owner of the property in order to go over the siding and the foundation. At the beginning of July he did begin repeatedly calling about the gap in his floors and we have repeatedly told him that we believe it is a foundation issue and that the repair will be extensive and take time to coordinate with the owner, contractors, and figure out a way to jack up the entire floor with tenants living in the unit. We have several work orders in our system and none of which include soft sub-floor or a rocking toilet. Both items can be taken care of by our maintenance, it just has to be reported. It does state in his signed lease that pest control would be his responsibility so if he report this to us, we can call someone out, but it will be his cost as he is the one living in the unit. Lastly, he and his wife applied for and accepted the exact unit they are currently living in. They were given a tour of the property prior to move in and you did not state at any time that they needed a handicap unit or any accommodations made. They have lived in their unit for almost an entire year now and we have zero reports of them not being able to get in or out of their unit. A ramp can be installed, but again, that accommodation would be at their cost.  We do not have the liberty to just put someone in a random unit as they may be occupied, prelease, or otherwise unavailable. That is why we have an application process, provide walk throughs, and sign leases on specific units. If this unit was not what met their needs, they should not have applied for and accepted it. 

   

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been living in this place six August. There are issues with this apartment that have not been fixed. There is mold growing in the apartment, dishwasher does not work. there are brown recluses that have been there since I moved in and there is an issue with the flooring. They don't address the issues. Now all of the sudden they are stating I owe them 150 for utilities and insurance. I was told when I signed my lease they were all included in the rent. I have the utilities in my name and I have my own insurance. They gave my personal phone number out without my permission to a flooring company. They also will not give me a copy of my lease.

  

  Business response

  12/21/2021

  To whom it may concern,

   

  I am responding to the complaint received in your office by one of our tenants. Attached you will find a copy of all work orders submitted and completed, an email that was sent to ****** providing her a copy of her lease, and a copy of her lease for your review. 

   

  ****** has rented from us both at our Southfork location and previously at our Southcreek Apartments location. Up until recently, we have had no issues in her tenancy. We have filed and completed all work orders she has requested while also following the guidelines of her signed lease. ****** has disputed her utility and insurance charges based off of what she claims was a verbal agreement between her and the onsite manager. However, as you will see in the attached lease, all of the charges were listed in detail and she signed off on the lease in it's entirety. We do not make exceptions to a signed legal document based on "verbal agreements". Our insurance policy is required per her lease and both utilities and insurance are "included" in the rent price. We break down those charges for transparency reasons. 

   

  I called ****** personally on December 6th to notify her of her balance and at that time she disputed her charges. I asked her at that time if she read the lease entirely before signing in which she stated she did. She continued to dispute the charges and eventually hung up on me. I then sent her a copy of her lease (not at her request) but voluntarily and an itemized list of the charges. I did not receive a response. 

   

  Please note that IF ******'s phone number was provided to a flooring company, it was for the sole purpose of the flooring company being able to schedule with ****** at her convenience to get the flooring issue taken care of. Please also note that she has made the claim that we did not have this addressed and contradicts her own statement. 

   

  These claims were also made to the ******** ***** ******** ******* and that case has been closed.  

   

  ****** has the option to buy out of her lease and we have explained this to her. However, breaking her lease does forfeit her deposit so she has not agreed to do the buy out. 

   

  Please let me know if there is anything else I can get to you to help clear this up. 

   

  Thank you. 

   

   

  
  
  
  

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

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