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:02/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  During my time at this residence, there have been several issues with this house. Gutters leaking, **** ***** in the yard, expired smoke detectors, failure to make the home safe from fire because of a faulty fireplace (they claim it wa decorative AFTER the lease was signed so they didn't have to fix it), settling causing poorly fitting doors causing increased bills, and multiple confirmed issues with the hvac system. The last issue, they refuse to address unless I pay for it. Currently, I requested service on my unit because I smell gas and have had triple high gas bills over the last few months. I've had PNG out and the service is fine on their end. I am not frivolous with heat. I keep the home at 66 in the winter. I have had PNG do a billing review as well and it is their recommendation that the unit be serviced as the usage is higher than ever. The people working are always defensive and foul, and offer no resolution to anything without a fight. Simply the worst possible scenario for a *******.

• Initial Complaint

  Date:10/04/2024

  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.

  We rented property from them for 15 months. We were never late on a payment. We had our move out inspection on August 28 and everything was fine. Ive had to call them six times looking for a security deposit and I cannot get good communication with them the answer the phone take a couple questions and thats it. So it has now been five weeks and I still cant get our security deposit. Or even a call back! We are owed that money.

  Business Response

  Date: 10/11/2024

  The security deposit has been received by the complainant. This should be closed out

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January I requested a workorder to repair flooring in my kitchen. I requested again in August and finally arranged the work to be done while I wasn't at home per guidelines with the company. Repair called me today to say I had to be home but when I tried to explain about the lock box she became aggressive (as did I), and hung up. Still no work done and no answer/response from them.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 rented a property for two years. When we moved in we paid a security deposit of ****. We received partial back for ****. We had to call to find out it was partial as the disposition letter was mailed the letter to rental we no longer reside. We are being charged for a screen door which we never had, we also reached out to our neighbors who are fellow renters in fact none of rentals on our entire street have a sliding screen door. We are also being refrigerator repairs bc the track in the drawer cracked and broke and will not hold the drawer which we requested repairs numerous times. Toward end of our lease broke completely and we had no fridge for over a week and then told us to buy our own- it wasnt until I told them we would move our not pay and terminate our lease since a fridge was part of the lease agreement did they come repair it. The never repaired the the track and fracking which I advised multiple time was breaking. We have been calling daily and emailed general manager ********************* at least 9 times for resolution and he will not return our calls and screens our phone calls. His email response is that the owner wanted to keep our entire deposit and is now no longer responsive. He as we email him our move in checklist showing it didnt have a screen door. We never received a move in checklist. Additionally they never requested it - even if we had one we wouldnt have known to say the screen door was missing we werent aware we were *********** one. A checklist would say n/a or if something was damaged its not damaged if it was never there. We are seeking refund of the portion they withheld for the screen door as we never had one it was never broken to repair. Attached is disposition letter their photos of the slider showing no screen and the exterior view of no screen and emails to *************** requested resolution.

• Initial Complaint

  Date:02/27/2023

  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.

  The home I live in had been turned into two houses. The second house had a fire behind its fireplace that leaked into the wall. That side of the house has two huge holes in the roof. I believe the holes in the roof are allowing rodents to come in through the shared attic. They are coming from the **** closet and gaps between the foundation and walls. I have put in maintenance orders for the mice, peeling paint on the roofs in the kitchen and bathroom( both rooms on the back of the house where the fire took place). I have also had a maintenance order in for the paint coming up off the floors since I moved in. And the only thing that has been done is the maintenance man came and put tub ceiling caulk in the biggest hole in the wall. I have had to buy traps and have caught four mice so far and saw one yesterday. There were notices placed on the back door of the other house by the ***************** stating that the house needed to be repaired of its 16 code violations before or by March 6th or it would be demolished. The only feedback I have gotten from Brown and Glenn is that the owner of the home will fix the roof. When I called ***********************, the inspector from the city, she informed me that she had not heard from Brown and Glenn about repairs being made. B&G inform me that as far as the painting, I would have to pay to move my items out of the house being that it was a cosmetic issue. Or me and my children can move from room to room while one room be painted at a time. I have not heard any update on the mouse situation and will also be reaching out to the city of ********* to see what can be done about the termination of my lease being that this home is unsafe for my children and my self. My children and myself have been staying elsewhere as much as possible because the mice situation. I would like to be reimbursed for the month of February being that the city place the work order up February 2nd and the issues have caused me not to be able to inhabit my home.

  Business Response

  Date: 03/17/2023

  This property is a duplex.  The front side of the property sustained major damage from a fire.  Brown & Glenn Realty and the Owner of the property have been working diligently with the insurance company, appraisers, etc to move this forward.  Unfortunately, there have been many parties involved including fire investigators.  The ***************** is following their standard procedures in placing these notices, but they have been informed of the situation and the property is not being demolished.  It wasn't until 3/16/2023 that we have finalized the claim with the insurance company and awarded a check to begin construction to put the front side of the property together.  That process will be about 4 months to completion.

  The back unit and the side from which this complaint originated was not affected by the fire.  There is a firewall between the two units and the front affected unit would have no effect on the backside.  We had originally communicated with and from the complainant that they were not affected, and they confirmed that.  The flooring that is being referenced is an only original wood floor that was painted prior to their tenancy which is now showing signs of wear and tear.  We offered to repaint them but explained that they would have to move their possessions in order to accommodate their request.  When that was not an option, we suggested to move things around the unit into different sections and we'd paint the floors on multiple days.  Unfortunately, with painting a floor, it is not something that can be walked on right after.  We were trying to accommodate the complainant's request for this cosmetic update but would need their cooperation as well.  The flooring being repainted is not a requirement of lease in place but was being offered in good faith.  

  We are happy to allow the complainant out of her lease effective immediately.  That is probably best regardless, due to the upcoming construction that will be a further disturbance. 

• Initial Complaint

  Date:02/07/2023

  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.

  We have been without water since 5pm yesterday notify the rent office . They send a plumber out here they didnt know the issue or why the water is working . Thats top emergency here it is the next morning still no water still no show from no one the rent office dont even pick up . But when its time to go to court they quick to pop up in court but we without water and heard from the owner or rent office nobody unprofessional as it finest

  Business Response

  Date: 02/07/2023

  This complaint is less than 24hrs from the reported issue. Weve sent plumbers and they are investigating the problem. They were there immediately last night but were unable to discover the issue or cause. They are back there today investigating further but this wasnt a simple fix. 
  

   

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Me and my boyfriend moved into our apartment, managed by brown and glenn, September 8 of 2022. Since the first day we arrived we were met with a dirty apartment that we had to clean on our own with the leasing office crediting us for the clean. On the second day of moving in we realized our AC wasnt working, the technician came out and took out an old air filter which looked to contain mold. He never replaced it and its clear that it wasnt changed before we moved in. As someone who has asthma and works in leasing, this is unacceptable to say the least. Throughout our lease we have put in multiple work orders, one including our AC being broken as well as black mold being wildly visible in our water heater room. We had been told that all of our work orders had been assigned to a technician yet two months later we had never received any update in regard to any of the above requests. In early November our upstairs neighbor clogged her toilet causing a leak in our bathroom. We dialed the emergency line several times and no one got back to us. The next day we were met with a text message from one of the ladies in the office. No one called us and no one asked if everything was OK, they sent out a plumber 3 days later. He went straight to the unit above us but we were never notified that someone would assess the water damage beyond this point. Weve had several problems with our upstairs neighbor stomping around throughout quite hours. We were met with her pointing a gun at me and my boyfriend November 7th 2022. We called the leasing office, they didnt mitigate the situation they basically just told us call the police (which we obviously had). We contacted the general manager of the property about two weeks ago in regard to relocation&reimbursement and still no response. I contacted the leasing office yesterday to follow up on our email and they said that he was out in the field?? This has been super frustrating to say the least and we dont know who to go to for help.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 windows have no screens and they are not secure I have been asking then since 9/26/2022 to please provide me with locks that work on my windows .I'm scared for my safety and have put security bars in my windows and I cannot get fresh air . Also I have been asking for a month to have a key to my mailbox I cannot check my mail which is causing me to not pay bills or pay late because I'm unable to get in my mailbox. Also ceiling fan is sitting in a box and has not been installed been asking for over a month as well I have a credit of ********. They continue to expect me to abide by their rules set up and I have never been in violation of any of there rules but they won't even provide me wimdows that lock. which is by law something they have to do.. I'm scared and have panic attacks every night or anytime I hear something strange. This is going on 2 months everytime I finally get them becausebtgey do not return calls I hear they are coming tomorrow and they do not. I ask the maintenance man and he said nothing he can do because the office sends him other places.. they have breeched the contract by not providing me with locks to secure my womdows.

• Initial Complaint

  Date:08/05/2022

  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.

  I have filed a maintenance request on August 18, 2022 and have filed several after this realty company my apartment complex staff did not resolve the issue of leaking water into my apartment from under my oven and also leaking into my closet I have contacted them several times I have my maintenance request I have phone calls I have emails of trying to get into contact with someone for them to resolve this issue and they have just waited and not done anything but send out a plumber twice who said that it was nothing that he could fix it would be up to them to call an air-conditioning company because that was what the problem is thats leaking into the apartment its now August 4 I still have water leaking under my floorboards and under appliances I have left multiple messages and no ones getting back to me I just really would like to have a livable space and want someone to come out here and resolve the water leaking from the floorboards. Im going to be ordering a mold test since it has been Almost a month and nothings been resolved. Hoping that yall could call and make them feel accountable and more urgent on this situation. Thank you.

  Business Response

  Date: 08/11/2022

  The Owner is handling all maintenance requests at this time.  We initially dispatched the plumber as it was reported to be a water leak.  The plumber found leaks at the washer connections after the owners removed the previous washer and dryers.  That was fixed.  They also discovered that a condensation leak was coming from the **** equipment.  That was scheduled with a **** company to follow up.  **************** said they have left messages for the tenant but have not been able to reach her.  Those notes are provided on the work order submitted through the tenant portal.