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:09/29/2023

  Type:Service or Repair 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 rented an apartment from J and K, I had everything cleaned and well kept and was never late on rent. I moved out for a new job in my home town. They are trying to make me pay for an alleged leak from the valve my washing machine was connected too. I requested picture proof that they have not provided. However I know there was no leak because I had to turn off the valve (with help from 3 other witnesses, one of which is a retired handy man.) two weeks prior to moving out. From the time I unhooked the machine and moved out there was no leak or evidence of a leak. On top of that I came back with a professional cleaner and my mother to get the entire apartment cleaned a week later and there was no evidence of a leak at that time either which is 3 weeks after said date. I have photo and video proof of everything as well.

  Business Response

  Date: 10/06/2023

  Thank you for notifying us of Mr. ******** complaint. We understand that ****************** has incurred significant expenses due to damages to the property. However, we have reviewed his file, and the complaint, and find that ** has addressed his concerns completely and with full transparency. We are unable to amend any charges that he has incurred due to substantial support of physical evidence that ****************** and/or his representatives were negligent upon his vacating of the premises.

   

  Complaint A: Charges for damages from a leak discovered upon Mr. ******** move out from a water line valve left on that had been hooked up to his personal washing machine.

  Response A: Please refer to the attachment titled Reference Documents, Reference item #2. ** uses an app called GroupMe to communicate internally between employees during the work day. Screenshots provided include a date/time stamp showing the conversation occurred on September 5, 2023 at 9:20 a.m., ***************************, Maintenance Coordinator, notified the group that a report of wet carpeting outside of the vacant unit at **** 11th Ave S #** had been submitted. *******************************, leasing agent, was en route to that same unit to perform Mr. ******** Move-Out Inspection when the notice was sent out by *******. **** (*******) of 4 ************* is referenced in the text as having been dispatched to the property to find and fix the source of the leak. ******* made it known that all keys to the unit were on her person but she would coordinate with **** to allow him access to the building and unit to address the leak.

  Upon Jerricas arrival at the building at 9:26 a.m., the water in the common hallway was very evident. You see in the text feed a photo was shared with the group prior to entry of unit #**. ******* entered the unit to begin the move-out inspection and located the source of the water almost immediately. There was a slow drizzle of water coming out of the cold water valve where the washing machines hook-up. Damage was present in the hallway, which shares its wall with the valve hook-*** and the interior wall and flooring of the laundry room closet located inside the unit. Please also reference the attached video that demonstrates the source of the water leak and water damage. The same videos come directly from the Move-Out Inspection, also found in the attachments, that are date, time, and location stamped. The source of the leak is irrefutable.

  ****** turned his keys in on the afternoon of Friday, September 1, 2023 as noted in the attachment titled Appfolio File Notes_Andrew *******.  Move-out Inspections are scheduled in order of keys are received. Because Mr. ******** keys came in mid-afternoon on Friday the 1st, there were other inspections scheduled ahead of Mr. ******** unit. As our office is closed over the weekend, his inspection was scheduled for Tuesday, September 5, in the morning.  The timeline for this inspection to be completed is well within the acceptable range of business days to complete. For further reference, please refer to the attachment titled Reference Documents Reference Item #1. This shows that when ****************** submitted his request to vacate, he was emailed a copy of our Move-out Instructions, a copy of which is included beginning page 3 of the Reference Documents attachment. In the instructions, a timeline for when results from the inspection can be expected is provided.   Checklist item #7 states that inspections within 10 days of keys being turned in. 3 full days/1 full business day is the amount of time that passed before ** entered the unit for inspection. A Representative of ** entered the unit Tuesday, September 5, 2023 at 9:26 am, for the first time since receiving keys. No other person, agent, or representative entered the unit before that date and time. It is reasonable to maintain that ****************** and/or one of his representatives with which he gave access to the unit, are responsible for the open valve. ****************** made several unauthorized copies of his apartment and building keys. Please refer to the attached document titled LEASE_andrew-j-johnson_12-28-2022.  Presumably, ****************** allowed several parties to have keys to his unit. We can not be certain how many copies of keys he produced without authorization or how many people he distributed them to. If anyone entered the unit after ****************** turned keys into our office, then it could only have been by someone to whom he gave a set of keys. We do not have any knowledge that anyone entered the apartment after ****************** vacated. Regardless, ****************** would be liable for the damage.

   

  COMPLAINT B: ****************** stated in his complaint that he requested picture proof of the damage caused by the leak and that his request has never been fulfilled.

  RESPONSE B:  Please refer to the attached document titled REFERENCE DOCUMENTS. There, under Reference Item #1 on the first page, youll see the log produced by our operating software, Appfolio, that ****************** was sent photos and video of the leak and the damage on 9/29/23 at 2:52 p.m. Please also reference the attached document titled Appfolio File Notes_Andrew *******. This document is produced by our operating software of all notes recorded by JK agents. Notes include date and time stamps as well as the person inputting the note. You will see that ****************** first contacted our office on 9/29/23 which is the same date he lodged the complaint to the BBB. JK has been responsive and open to Mr. ******** complaints and requests.

  In conclusion, ** understands that the leak was not intentional but that accidents do happen. JK has been fair in its assessment of the charges. It is also important to note that JK in no way, shape, or form, benefits from sabotaging tenants as suggested by ******************. The leak was unfortunate, yet costly. However, ** does not have any financial gain from the situation. Arguably, ** lost income due to Mr. ******** negligence because the leak caused additional repairs in the unit making it unrentable for an extended time. ** also notes that unfair practices are bad for business. No business that has been around for more than 20 years, as we have, has the goal of ***etting, alienating, or taking its clientele for granted. Up to this point, ****************** had been a good tenant, less making unauthorized copies of his keys. We would consider renting to him again. Return business is good for business and we value our tenants that value their home. To put it frankly, we understand ****************** is frustrated, angry, and ***et over the charges he incurred, but we are not out to get him or any other customer. We care about our reputation and strive to have a reputable name. We are sorry that ****************** feels the way he does and hope that our thorough explanation of the situation and provided evidence of the damage satisfy his inquiry. 

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20676226
  
  I am rejecting this response because:
  They did not notify me of the alleged running faucet until 9/29. And the flooding would have been since 8/20 which is impossible. I turned my keys on 9/1 making it their responsibility to check on the apartment which they failed to do as well. Now they are withholding money from me that does not belong to them.
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/10/2023

  This is ************/ walk through results they sent me with no photos or mention of said running faucet. After review of their renter history on the internet Im not the first person they have tried to withhold money from for no reason.

  Customer Answer

  Date: 10/10/2023

  This is ************/ walk through results they sent me with no photos or mention of said running faucet. After review of their renter history on the internet Im not the first person they have tried to withhold money from for no reason.

  Customer Answer

  Date: 10/10/2023

  I also read through their response, and they claimed I dispersed copies of the key. This is also untrue as they key to enter they building is engraved as Do not copy making it impossible to copy the key. 

  Customer Answer

  Date: 10/10/2023

  Another thing to note from their message is that they arguably lost money. I continued to pay rent until the apartment was leased to another individual 9/18.  So they still accumulated income from the unit with no pause. They claim they practice good business but with a simply search on ****** and a quick look through the reviews you will find a lot of the same repeating circumstances.
  

  Business Response

  Date: 10/31/2023

  The owner of the property has determined that court costs would exceed the amount of the portion of deposit disputed. While the owner and JK Property Management maintain the culpability belongs to the complainant, a refund of the restoration costs incurred has been refunded. 

  Customer Answer

  Date: 10/31/2023

   
  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

  Date:12/06/2022

  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.

  My complaint with JK Property isn't about money, although they did receive alot of money on my behalf from the Montana Emergency Rental Assistance program. ** took over management of the apartment complex I resided at since 2020. Their first day was to start on July 01, 2022. Around the 22 of June I get a call from JK owner ******************* yelling at me and accusing me and my daughter of breaking property rules. We wasn't even home at the time. I instantly knew who she was talking about and asked her several times to please help me clarify that she has me confused with the neighbors on the other side of the building. I immediately received an eviction notice for this. Once I was able to proof that she was wrong, she said that it was never to be spoken of again. 2 days later she called me again asking who was arrested from my apartment. I simply told her that it a visitor and not a guest. She wasn't happy with my answer so she gave a 30 day notice that my rental agreement was not being renewed. Even though I had already been in 2 weeks earlier to sign the lease. This all was all done before July 01,2022. I feel that because of her mistaking my identity and the argument that escalated from that incident. She had her mind made up and would find a reason to evict me. Even after I told her that it was in the past and I would give anything to keep my apartment as I am attached to it, because of my son who died by suicide. She said she can relate. I don't think so though. But this lady busted up my family home for absurd reasons. The while duration that I lived in that apartment I not once received any warnings my rent was paid nor did my neighbors have any complaints about me.

  Business Response

  Date: 12/08/2022

  ************ was legally evicted by court order in accordance with Montana's Residential Landlord and Tenant Act.  There is an outstanding balance due on her account; she is not eligible to rent with our company at this time.

• Initial Complaint

  Date:11/03/2022

  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.

  We've been discriminated against multiple times by this rental company. Initially on a home they said they made a mistake on letting us view because it was taken. Once reappeared for another home that we liked were told we were only approved for a home with them at **** a month. Upon finding another gome for **** a month and a full years pay from covid assistance. This company changed their standards again saying they would only approve us for a **** dollar rental. This company is unprofessional. We would like a full refund. Please.

  Business Response

  Date: 11/07/2022

  November 7, 2022
  Response:
  
  Thank you for bringing this issue to our attention and allowing us an opportunity to provide information that *** shed more light on this matter. Our customers are incredibly valued and their experience working with us is of the upmost importance.  We do not take this complaint lightly. As this is a public document, wed like to refer to the complainants as **** and **** to protect identities as we detail the accounts of our relationship and interactions.
  On 09/23/2022 we received a rental application for both ****and J.J. and their application review was assigned to an employee newly trained in the application review process. Their application review began that same morning. Upon initial review, it was found that both applications were incomplete upon submission. At this point, JK Property Management reserves the right to reject incomplete applications. However, instead, we requested the missing information providing each with a detailed list of items required to complete their review. Our review process averages 5-7 business days, which was met when we approved their application on 9/28/2022 (day 5). 
  On October 4, 2022, **** came in to view a house and worked with the same leasing agent that processed their applications. At that point,the leasing agent had not been made aware that there was another party that had placed a deposit and secured the property for themselves. It was only minutes after the leasing agent and **** & J.J. discussed moving forward that it was brought to the attention of the leasing agent the home was no longer available. **** and **** were notified immediately. Understandably, they were extremely disappointed.
  It is important to note that the rental market during this time was extremely competitive with several properties renting each day and several leasing agents working with applicants to move them into available properties. We work efficiently and as quickly as possible to meet the needs of our customers and have communication processes in place to avoid any overlap between applicants. For the most part, we work with precision and accuracy. Unfortunately,that day was excessively busy with viewings and leases. Their was a lapse of internal communication that caused the confusion of the availability of the home. The leasing agent working directly with **** and J.J. was affected and moved personally that **** and **** lost out on the house they wanted.  She invested herself in finding them a suitable home as well as went above and beyond regular protocol to aide them in finding another suitable home. The leasing agent contacted them daily with updates on upcoming available properties, scheduled additional property viewings before the newly available properties were advertised publicly,affectively giving them the first right of refusal.
  **** came into the office within 24 hours of viewing another property. She then alerted us for the first time in our many conversations,that they are seeking ******* Emergency Housing funds (****) and would be asking us to fill out the form to do so. Up to this point, we were under the understanding that both applicants were fully employed and earned a significant income to sustain rent as per the information they supplied to us in their applications.It begged the question if there was an error in their application.  At this time, a senior leasing agent stepped in to ensure everything was correct and fulfilled our processes and procedures to qualify applicants. Seeking public assistance of any kind is not unusual for the customers we work with on a daily basis. It is, however, unusual for applicants to earn so much and have a need for assistance, thus the reason for reviewing their application to ensure no errors were made. This is the point in time that it was discovered that income reported on their applications was falsified and inadequately proven. ** was obligated to adjust their qualifying amount for rent. It is unfortunate that we missed this important detail upon reviewing their application initially. We expressed our sincere apologies to **** and **** that we had not caught this on their application earlier.However, applicants are tasked with providing complete, accurate, and correct information.  JK reserves the right to reject any applications that do not provide complete, accurate, and correct information. However, we did not cancel their applications despite the incorrect information provided to us. We continued to work with them and communicate what corrected documentation we needed to move them forward.
  It is important to note that we work with many applicants and current residents receiving all forms of public assistance to pay for rent.It is also important to note that when **** funds are applied for, it *** take **** weeks for the application to be approved and longer for the fund to be transmitted to the property owner. During the **** application review process, we are not able to hold properties as our fiduciary responsibility is to the property owner. If another qualified applicant decides to secure the same property and has the ability to place a deposit sooner than the 810-week review period, we are under obligation to accept the second applicant.
  Instead of moving forward with **, the applicants sent a thread of emails requesting their application be withdrawn, proprietary information be shared with them, and a refund of their applications fees be given. We also received a voicemail from J.J. that was charged with emotion, colorful language and accusations of discrimination. We responded quickly and directly to meet their requests in an attempt to de-escalate the situation.
  We didnt hear anything from **** or **** after that until we received the BBB complaint on 11/3/2022. We recognize that there were some missteps on our part along the way between interoffice communication and following processes and procedures with accuracy. However, we maintain that we worked with the complainants to the best of our ability, without discrimination, and with the upmost professionalism and respect. When we learned that they provided incomplete applications, we gave them the opportunity to provide the missing information. When we discovered that false income information had also been provided, we gave them the opportunity to provide the correct proof of income. Their application was withdrawn upon their request, not ours. We had no intention of turning them away.
  We endeavor to improve our processes, training, and overall customer service. This situation has brought some areas of our processes to the surface and given us an opportunity to improve our services overall. For the errors on our part, we were honest, apologetic, and accommodating with **** and J.J.  We provided ************************ normal customer care in order to make up for our errors in the process. We spent extra time and resources to ensure their experience would still be positive despite road blocks, we continued to search for a home for them despite false information provided by them, we treated them with dignity and sincerity- just as we do with all of our customers. However, at no point have we ever or would we ever discriminate against anyone.  The claim of discrimination is unfounded and deeply hurtful to a team of licensed professionals who have made it their personal and professional goal to welcome all through our doors, provide excellent service, and demonstrate an abundance of care and concern. Our passion is to provide clean, safe, comfortable housing options for our community. We deeply apologize to **** and **** that their experience was not to the level we endeavor to provide and thank them for the opportunity to grow and improve.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18328438

  I am rejecting this response, because this company has now provided false information. This accurence with the home being viewed then being deemed acceptable by us only to be told it wasn't available on 3 different occasions. Due to a prior deposit. Supposedly by mistake. Has never been any falsified information provided. We would like to see proof of this. In lieu of this the public assistance in which we were pre approved for was based on the affects of covid on our household. Although JK Properties might not approve of this approval. On the day of our last home viewing that we were willing to rent the full deposit, Rent, and full years rent was readily available. However at that time 3 different woman in the office again changed the dollar amount we were approved for as per their lease. Please also  provide the percentage ratios used to calculate someones lease amount. Upon our last visit we have requested a full refund due to the fact that JK rentals blames new hires as a means of cloaking their discriminating acts. This is not a rental company that we would prefer to rent from. Again this is expressive in the fact that this company has now falsely stated that falsified information was provided on our behalf.
  

  
  

  Business Response

  Date: 11/16/2022

  Complaint 18328438
  
  Rebuttal
  We are disheartened to learn that the complainants have not been satisfied with our true, honest, and
  sincere response. We had hoped that our true and correct written account of the circumstances
  regarding their experience would offer clarity and moreover, better understanding of the obligations we
  had to fulfill given the facts of the matter. We had further hoped the additional perspective offered
  would also prove our commitment to providing the best service possible even with missteps along the
  way and the efforts to go above and beyond the call of duty to ensure the best outcome for our
  customer.
  We maintain all of our records as per ******* law requires and as such, the complainants applications,
  notes, texts message communications, and email communications have all been documented, logged,
  and time stamped by our professional property management software, Appfolio. If required, we have
  the ability to provide evidentiary proof to support our response and have every confidence that a third-
  party review of these records will easily come to a determination that JK Property Management has
  provided a true account of the situation and has not been discriminatory in any way, at any time,
  towards anyone.
  We maintain that our policies, procedures, structures, training, and the individuals we employee reflect
  our company core values: to serve and connect so others are empowered to live a better life through
  professionalism, transparency, customer service, and strict adherence to ******* Tenant Landlord Law.
  Without hesitation or reservation, we have unwavering confidence that we have upheld our values
  when working with the complainants in every way on every occasion though we have not been afforded
  the same in return.
  We understand and appreciate the BBBs role to protect and defend those who have been wronged.
  Although arduous, we are willing and cooperative participants in the review process to demonstrate
  that ** has been unfairly and inaccurately depicted by the complainant. We hope this matter may be
  quickly resolved for all parties involved.
  Thank you..