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:06/17/2024

  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.

  I moved into ******************* July 2022 with Affordable Prop. Management as our landlord. The property was filthy as per the move in report. We had the carpet cleaned shortly after moving in. Down the road McKenna took over the property but we never signed a new lease with them. Upon move out they charged us $1050.00 for cleaning, painting and carpet cleaning and restretch. The carpets were filthy and loose (needing restretch ) when we moved in, and usually a renter isn't responsible for normal wear and tear. They also charged $450 for paint touchup. which was maybe 3 spots. Again, pretty much wear and tear. I talked to the owner of the property ( ********************* ) and he stated that McKenna was charging him for the same things that we paid for. His estimate is the ones with the BLUE letterhead. We also spent 7 hours before moving out, cleaning the property. I feel I'm being taken advantage of as we moved out of state and would be hard to pursue this. I contacted McKenna but did not get anywhere with them. I believe that any of these charges are unwarranted and I should get a substantial portion of the $1050 the charged me.

  Business Response

  Date: 06/26/2024

  I just returned from vacation wand will review and get back to you with answers.  

  Business Response

  Date: 06/28/2024

  Per the lease agreement that was signed on July 8, 2022, it states that the carpets are to be cleaned and a receipt of cleaning is to be turned in at the time you vacate to avoid another cleaning being completed and charged to your security deposit.  

  Attached are a few photos of why the items in the complaint were charged. 

  Business Response

  Date: 06/28/2024

  Per the lease agreement that was signed on July 8, 2022, it states that the carpets are to be cleaned and a receipt of cleaning is to be turned in at the time you vacate to avoid another cleaning being completed and charged to your security deposit.  
  
  Attached are a few photos of why the items in the complaint were charged. 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21855798
  
  I am rejecting this response because: The only pictures that I see are of the same refrigerator, And I believe it is the fridge in the garage that doesn't work, But the owner wanted to keep. Even though the pics only show maybe a 5 minute cleaning to fix that. I also stated that the $450 for paint touch up wasn't addressed, There was maybe 3 small spots of paint chipping, which is pretty normal for a move in and move out, as furniture gets moved around. McKenna team is also charging the owner for the same touch *** then also charging him for a total repaint. Which seems redundant. I believe that charging a tenant for carpet cleaning that was filthy when they moved in is also unfair. Did they also keep the last tenants deposit for not cleaning the carpets, then shifted that burden onto me? I think that charging a $100 cleaning is sufficient, as that is what ******* Steamer charges, anything more than that is normal wear and tear. And restretching carpet in no way falls onto the tenant. This house is almost 20 years old and probably original carpet. 
  *************************

  Business Response

  Date: 07/01/2024

  Hello, 

  The property needed a better janitorial service done NOT including the non-working fridge in the garage.  Touch up was also needed at the time the property was vacated.  Unfortunately, we have seen price increase on all repair items in the Valley.  This is what our cheapest vendor charges for touch up. 

  Business Response

  Date: 07/09/2024

  Hello, 
  
  The property needed a better janitorial service done NOT including the non-working fridge in the garage.  Touch up was also needed at the time the property was vacated.  Unfortunately, we have seen price increase on all repair items in the Valley.  This is what our cheapest vendor charges for touch up. 

• Initial Complaint

  Date:03/19/2024

  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.

  This rental agency kept my entire damage deposit, in excess of $1400. They even tried to charge me an additional $17 for a lost key. I don't mind paying for a bit of cleaning but all they did was show me reciepts that they hired a painting crew, lanscapers, cleaners. The property was prepard for sale and I covered the costs - there was no damage other than that from the agencies repair team. They cut the drywall, and ruined a bath. I am responsible for a bit of mess from a move but nothing that cost $1400. The owner of the company wrote me and said she felt that the compensation was right but there is no proof. I would like other people to be cautioned against working with this agency.

  Business Response

  Date: 03/20/2024

  The condition the property was left in by ************** would not and did not warrant a full security deposit refund.  The home was left dirty. There was personal items and trash left throughout the home and in the trash cans.  Per ****************** request reviewed the file about the paint that she originally had questions about on or around February 20, 2024, and gave a refund of $350 of the $570 touch up painting.  We found that ************** should have only been charged for a portion of the touch up painting and for the full amount.  There was still damage to the paint that was caused by ************** and that is why we didn't not refund her the full amount of $570 for the touch up painting. 

  The condition the home was given back to us by ************** is not the condition she rented it in.  Therefore ************** was refunded $350 of $570 painting and does not owe any other money to the homeowners for the work that had to be done at the home to get it back on the market for sale or for rent. 

   

  Business Response

  Date: 03/20/2024

  The condition the property was left in by ************** would not and did not warrant a full security deposit refund.  The home was left dirty. There was personal items and trash left throughout the home and in the trash cans.  Per ****************** request reviewed the file about the paint that she originally had questions about on or around February 20, 2024, and gave a refund of $350 of the $570 touch up painting.  We found that ************** should have only been charged for a portion of the touch up painting and for the full amount.  There was still damage to the paint that was caused by ************** and that is why we didn't not refund her the full amount of $570 for the touch up painting. 

  The condition the home was given back to us by ************** is not the condition she rented it in.  Therefore ************** was refunded $350 of $570 painting and does not owe any other money to the homeowners for the work that had to be done at the home to get it back on the market for sale or for rent. 

   

  Business Response

  Date: 03/20/2024

  The condition the property was left in by ************** would not and did not warrant a full security deposit refund.  The home was left dirty. There was personal items and trash left throughout the home and in the trash cans.  Per ****************** request reviewed the file about the paint that she originally had questions about on or around February 20, 2024, and gave a refund of $350 of the $570 touch up painting.  We found that ************** should have only been charged for a portion of the touch up painting and for the full amount.  There was still damage to the paint that was caused by ************** and that is why we didn't not refund her the full amount of $570 for the touch up painting. 
  
  The condition the home was given back to us by ************** is not the condition she rented it in.  Therefore ************** was refunded $350 of $570 painting and does not owe any other money to the homeowners for the work that had to be done at the home to get it back on the market for sale or for rent. 

• Initial Complaint

  Date:01/25/2024

  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.

  We rented a home in the ** valley from McKenna Property Management (MPM) for 6 years.We paid rent on-time, every month, and never asked for any reprieve or assistance through the entire pandemic. Each and every annual inspection came back with no issues to report, aside from the occasional hvac filter or smoke alarm battery. Each home inspector remarked how well cared-for the home was.We elected to have MPM handle the move-out cleaning, as we did not want to pay for it ourselves (as required by the lease), only to have MPM decide it wasnt good enough and charge us further. MPM retained the entirety of our $1700 deposit, and charged us an additional $30 claiming, among several itemized charges, the following absurd and excessive fees:$120 Fridge Filter $110 Re-Key fee, including 5 combination changes for two doors. This is because we only returned 1 set of keys, instead of 2 *more on this later*$750 Painting - a complete disregard for acceptable standards of wear and tear - move-out photos attached.As the above charges were a clear attempt to unjustly retain our security deposit, we immediately sought legal counsel on the matter. We were advised that the fees were, by all accounts, overreach and very likely in violation of NRS 118A.242. We drafted a formal letter disputing the charges, seeking around $880 in reimbursement - a number we felt would satisfactorily resolve this dispute.MPMs compromise was to refund us a wholly arbitrary, baseless, $320 with no explanation or justification on how that amount was determined. MPM claimed, after reviewing the photos, while the painting fee was slightly over the top, there was excessive wear and tear and they would not be refunding us the full amount. MPM never shared these photos or again clarified how they arrived at the $320 amount. A purposeful lack of transparency.

  Business Response

  Date: 01/25/2024

  Here are a few time stamped and dated photos of some of the damage to the paint.  We feel that the amount given pack for the paint was justifiable.  We do not feel that any more money can be returned due to the condition of the home at the time the tenant vacated.   This file has been closed out since November 9, 2023.  If ****************** was not satisfied with the amount returned for the painting, then he should have said something on December 7, 2023, when we emailed him with the amount of the check that would be mailed for the partial refund for the painting.  

  We feel this matter is closed. 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21195256
  
  This is not an acceptable explanation. The ******************** of *********** Property Managers describes normal wear and tear as, fading, peeling or cracked paint along with nail holes, pin holes and cracks in walls. There is nothing in your photos showing any instance above and beyond normal wear and tear, especially after residing in the home for a period of 6 years. The discoloration in the photos are the shadow of the photographer. And YET AGAIN you fail to justify how you arrived at the $320 you returned us. This number is wholly arbitrary with no supporting documentation or explanation. Is it common procedure in your business to just come up with a random number you hope will make disgruntled renters go away? 

  I did not follow up sooner as I have a life - a new home, a new job, etc. etc. I was also eagerly awaiting the $320 dollars, which was unfortunately delayed in the mail, before I took the matter further. We DID respond to your emails, however since you decided to provide us no new information, no new explanations, and no new justifications, we felt continuing with email correspondence was a waste of our time. As you have provided more evidence here, it would appear we were correct...

  I should not have to write negative reviews and file complaints with the BBB in order to even see these photos or hear you further justify this "resolution". 

  You may consider this file closed, but we do not. 

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

  Business Response

  Date: 01/26/2024

  Here is the break down on how we came up with the amount we refunded to you for the painting.

  The total amount for the touch up paint was $720.  **************** had a balance that was owed to the owner in the amount of $30.  We took the $720 and subtracted the $30 you still owed, which made the new amount for painting $690.  We then took the $690 and divided it by 2 with gave us a total of $345 that you and the owner would pay for the touch up painting done at the property.  So, a check was mailed to you in the amount of $345 and not $320 for the touch up paint. 

  The photos show the actual marks and damage to the walls.  I understand that you lived in a home for 6 years.  But due to the extensive amount of dark marks and damage to the paint this is why you were charged for the touch up paint. We feel that the refund of the $345 for the painting was fair. 

  I understand that you feel you should receive your full deposit back, but unfortunately the items listed at the time of walkthrough had to be completed and charged to ******************.

• Initial Complaint

  Date:11/17/2023

  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 a condo from this property manager in late February 2023. On the first day, move in, I found the heat did not work, it took 5 days to get a the unit repaired. Mid summer I reported a refrigerator problem. The fridge sounds like it was taking off in the middle of the unit. It took five days to get a repair person out and he basically walked in and told me that he did not do maintenance. So if you dont do maintenance, what is the point of you even coming out? I had the fridge looked at by a friend.My current issue. The condo is located in a gated community. A clicker is needed to enter through the gate and then the same clicker is used to access your assigned garage parking. I had issues with the clicker in May and I was able to resolve the issue with absolutely no assistance from this company. Now the clicker doesnt work. I have changed the battery, even took it the the on-site HOA and Im told I will have to replace it at my expense?? Im leasing a property that I can NOT access. I should not have to wait in a security line to access a property that I pay rent to live in. And I should have access to the garage that came with the unit. When I get off from work, all I want is to go home in peace.

  Business Response

  Date: 11/17/2023

  Unfortunately, this was a completely new property for our company and **************** is the first tenant to move in under our management.  I would love to make this problem right and talk with **************** about what I can do to help resolve all the issue.  If **************** can please reach out to me I will be more than happy to see what can be done to make this right. 

   

  I can be reached on my direct office line at **************. 

  **************************;

  Business Response

  Date: 11/17/2023

  Unfortunately, this was a completely new property for our company and **************** is the first tenant to move in under our management.  I would love to make this problem right and talk with **************** about what I can do to help resolve all the issue.  If **************** can please reach out to me I will be more than happy to see what can be done to make this right.  
  
  I can be reached on my direct office line at **************. 
  
  **************************;

  Customer Answer

  Date: 12/01/2023

  Issue has been resolved. Thank you!

• Initial Complaint

  Date:07/07/2023

  Type:Product 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 former landlord refuses to refund all of my deposit of $1900, charging me with items that were already pre-existing before my move-in. They only refunded $679.00., and only agreed to refund an additional $100 after my complaint. I believe I should get $719.00 additional refund. I have attached email string of our conversations.

  Business Response

  Date: 07/07/2023

  Jenni ******************** has credited **************** for 2 of the items she had issues with for the duration of her occupancy (garage remotes & shower rod).  The total amount of the refund was $100.  The landscaping, better janitorial, carpet cleaning and replace slider slats.  Had to be done at the property and are items that were requested in the move out requirements report and on the lease.  **************** stated that the touch up paint and unpaid water bill she understood.  Not sure why she is requesting these items to be refunded at this time. Property was professionally cleaned, and carpets were professionally cleaned when she moved in.  Per her lease these items were to be done at the time she vacated the property.  We have done our best to settle this matter and **************** will not be happy until she gets her full deposit back. We have closed this file on our end. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20284388
  
  I am rejecting this response because: the $100 refund is unreasonable and unlawful. I have attached a letter according to the ****** Rules and Statutes outlining each of the items for which were deducted from my deposit. I am seeking additional moneys based on the outlined issues in the letter "Deposit Refund Letter" and the Move-In Condition Report. 
  
  *************************************************

  Business Response

  Date: 07/07/2023

  ******,
  
  I will refund you the cost of the Vertical Slats at $50 together with the $100 check we have mailed of the refund of the garage door opener being programmed and the shower rod we initially charged you for this adds up to $150 total refund. That $50 check will be cut and mailed by mid-next week.
  
  I will address the other charges you mentioned in your demand letter dated July 7, 2023.
  
  The lease is very clear on the below issues. I have referenced the section of the lease if you would care to review what you agreed to when you entered the property.
  
  Carpet Cleaning (Section 8) No receipt was provided
  Janitorial (Section 8) No receipt was provided
  Paint touch up (corrected the damage you did to the walls-Section 33-C)
  Landscaping (Section 26-D)
  
  The above fees will stand.
  
  Best,
  
  Jenni McKenna