Complaints

This profile includes complaints for GoldenWest Management, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GoldenWest Management, Inc

  8560 S Eastern Ave Ste 110 Las Vegas, NV 89123-2833

  
• 

  GoldenWest Management, Inc

  11300 Sorrento Valley Rd Ste 255 San Diego, CA 92121-1337

• 

  GoldenWest Management Inc

  7250 N 16th St # 301 Phoenix, AZ 85020

  
• 

  GoldenWest Management Inc

  7250 N 16th St #301 Phoenix, AZ 85020

  
• 

  GoldenWest Management Inc

  11300 Sorrento Valley Rd Ste 255 San Diego, CA 92121-1337

  

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:11/25/2024

  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 had got charged for renewing our lease ****** after we paid rent and said it had to be paid also they charged us for unclogging the tub saying it was dog hair but our dog has not been in the tub even though we have a dog now for November/December there saying our rent is ******* like we haven't paid rent in November

  

  Business Response

  Date: 12/10/2024

  The renewal lease including a list of all funds due, same as at their first lease signing, including a discount we provided them.

  The plumber reported hair in the drain causing the clog, since they have a dog, and have lived in the home for over a year, it was the professional contractors conclusion that the responsible party for paying the bill is the Tenant.

  The Tenant was double invoice for rent, which was an accounting error which has now been rectified. We apologize for any inconvenience this may have caused.

  
  

• Initial Complaint

  Date:04/04/2024

  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.

  On March 1, 2024 I reviewed an online ad on Rently.com for property address ****************************************************. 3 bedroom 1.5 half bathrooms was advertised as move-in ready with a move-in special for 50% off your first month full rent 1402 ft. I was relocating from a 1287 ft. 2 bedroom 2 full master bathrooms house I was eager to move forward with the listing because of the lower price for rent of $1600 a month, as well as the 50% off move-in special. So, by March 4 I signed the lease and brought in a $1600 deposit as well as confirm with the leasing consultant ***** of the 50% move-in special I was told that it wont go towards my move-in cost it will go towards the first full month rent of April 2024 because that would be the first full months rent I meet *** move in on March 7, 2024. This is when all the trouble begin as soon as I moved into the property a list of maintenance request begin to spin out of control with the leaking of the sink in the kitchen and then the severe plumbing issues they had upstairs and downstairs the refrigerator, stove, and washer all needed to be replaced. There was a big hole in the corner of the living room that was leaking severe water from the upstairs bathroom which was deemed unusable for at least 24 to 48 hours. Water flooded from the water pipes underneath the stairs to the corner causing severe water damage the electrician, the painter, the carpet cleaners, the plumber was here 3X and the home repair man which was 3x and he is still has a pending maintenance request, The property has been made aware of by March 21, 2024. Because of this and a few other things, the property first offered me a credit for a one-day credit which was applied to my portal, then offered me an $800 credit the credit. which was applied to the portal the only thing they have not applied an updated the account with is the 50% off move-in special would mean I would owe zero amount for the month of April 2024. This is causing my account to be past due

  Customer Answer

  Date: 04/09/2024

  Upon speaking to the Director and office manager with Goldenwest property management, **** I am waiting for them to send an updated settlement agreement and regards to this property. I have informed them after a back-and-forth exchange that I would go ahead and stay at the property they submitted me one settlement agreement without putting the correct address The property address is ********************************* and they put ******************************* and that is not the correct address and never resubmitted it with the correct address and now that ** letting them know that Im going to stay. They havent submitted me a new settlement agreement saying that I would still get April 2024 months rent free so this is what Im waiting for in order to remove this complaint. I confirm that they were going to send this today April 8, 2024, but I did not receive it the original settlement agreement that they sent on April 5, **************************************************************** to move out of the premises and removing the complaint as well as them returning my security deposit of $1600 , however I was not able to sign because the information that they put on the DocuSign was incorrect by the next day. I informed them that I would go ahead and stay.

  This was over the weekend so on today, April 8 I called the office several times and finally got a return call from **** and informing him that I would go ahead and stay and could he please send an updated DocuSign With this information and I did not receive it today on April 8 at this time my account is accruing continuing past due charges and now they also sent a five day notice and have not removed that during the settlement process when I submitted the BBB complaint on the 4th of April 2024 it was a past due amount when I spoke to them on the April 5, 2024 there was no late charges so now I have accrued additional charges on this account it still has not been updated with billing adjustments. And when I spoke to **** the manager of the office today, hed let me know that he would be sending over the DocuSign. Theres no reason why the DocuSign should not have been sent today.My account on their portal continues to a crew charges and they have done nothing about that part. When I spoke to them on the fifth, they all apologize to me and sent me a DocuSign with the wrong address so even if I was going to leave I could not have signed that DocuSign that day. This is still an ongoing issue.

   

  Customer Answer

  Date: 04/09/2024

  On April 4, 2024 I received a phone call from *** saying he represented GoldenWest management **** as the Director and he wanted to discuss the issues at property address ****************************** at that time I begin to tell him within 30 min he was updated with my version of events took place At the property since I moved in on March 7, ************************************************************************************** as well as the enormous amount of maintenance issues that arose upon moving in on march 7, 2024. He was very empathetic and let me know that he was not aware of everything that had took place.  
  

  Moreover he let me know that that leasing agent that was rude to me was terminated, and no longer represented Goldenwest management **** At that time we begin to discuss a settlement agreement when that seem to waiver back to am second agreement that had been sent to me that involved an additional credit to **** rent w/out full credit for April 2024. I was not in agreement with this and was offered an additional offer verbally to go ahead and have April 2024 free at this time my emotions were really high and I let him know I wanted to just leave the premises too much had happened and I wasnt feeling well at the time post being threatened with eviction. I had already started packing and looking for another property.

  By the very next day, I got a call back on April 5, 2024 from *** and **** (office manager) apologizing for everything that transpired and let me know that they had Spoke to the owner and all individual parties involved to assist in letting me move on from the lease and them returning me a $1600 deposit as well as removed the complaint however, when they executed sending me the DocuSign, it was the wrong address. I Could not Sign it and therefore I was Advise through text message that I would get an updated copy. With the corrected address However, I didnt that day the weekend moved forward at this time. On Saturday, April 6, 2024. I did send a text letting them know that I did think about it and I wanted to stay at the property due to my reconsideration.

  My account began to accrue late charges when I initiated speaking to them on the 1st of April 2024 it was not past due by the time the 4th of April, fifth, sixth, seventh and eighth rolled around my account is now Late accruing, late fees and charges.

  I spoke to **** after calling the office several times today he returned my call and he let me know that he had saw my text that I wanted to stay and he was elated that I wanted to stay with them here at the property. However, I was advised that I would get the DocuSign which should have been sent to me April 8, 2024. I advise **** that my account was still accruing past due charges and they had sent preparations for a five day notice through email. these things should not be taken place during my settlement, or at least we should have been working expeditiously to sign the settlement with the corrected information as opposed to preparing for me to be evicted. I did not receive the updated DocuSign in regards to me staying at the property today on April 8, 2024. After speaking with **** this is alarming to me.
  

  This is still an ongoing issue, as I am still waiting for an updated DocuSign in regards to me staying at the property not moving. This is as of April 8, 2024 I am also still waiting for a return call from ***. All in all, I feel that the property maintenance did work expeditiously to try to get the maintenance work done. However this took over the amount of 30 days with the last repair being done today April 8, 2024. Therefore tenant is still seeking the full month rent of April to be free as she was granted/confirmed originally in writing, and with **** and *** over the phone As well as upon moving to the property on March 7, 2024. I am just looking to have that in writing so I am able to move on from this experience. This is an ongoing issue.

   

  Customer Answer

  Date: 04/09/2024

  The business has responded and I have been given a final DocuSign in regards to a settlement for the lease agreement at the property. There has been a resolution at this time with GoldenWest Management Inc.

  

  Business Response

  Date: 08/19/2024

  Tenant is simply a Tenant who makes incendiary and outlandish statements and claims. Kernels of truth mixed with mostly false or embellished statements. Is part of the rental and Property Management business.

  1. Entire time frame from Repair request to Tenant being placed in a hotel was less than 24hrs.

  2. on a Friday, her AC goes out, and we have a Tech onsite within a few hours. No one EVER said its a "brand new AC" - its an older AC that needed a repair that was over $3k, requiring Property Owner approval.

  3. We offered to bring out AC coolers for the condo or the option of being put in a hotel. Within less than 24hrs she was in a Hotel, paid for by the Landlord and that hotel runs for 5 days.

  4. Tenant has a history of making false statements, refusing to take responsibility for repairs (example stuffing condoms and tampons and down the toilet drain and being upset when the drain line backs up and a plumber has to come out to snake and clear the line). We are all happy to see her move on and become someone else's problem.
  

  

  Business Response

  Date: 08/20/2024

  Tenant is simply a Tenant who makes incendiary and outlandish statements and claims. Kernels of truth mixed with mostly false or embellished statements. Is part of the rental and Property Management business.
  
  1. Entire time frame from Repair request to Tenant being placed in a hotel was less than 24hrs.
  
  2. on a Friday, her AC goes out, and we have a Tech onsite within a few hours. No one EVER said its a "brand new AC" - its an older AC that needed a repair that was over $3k, requiring Property Owner approval.
  
  3. We offered to bring out AC coolers for the condo or the option of being put in a hotel. Within less than 24hrs she was in a Hotel, paid for by the Landlord and that hotel runs for 5 days.
  
  4. Tenant has a history of making false statements, refusing to take responsibility for repairs (example stuffing condoms and tampons and down the toilet drain and being upset when the drain line backs up and a plumber has to come out to snake and clear the line). We are all happy to see her move on and become someone else's problem.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21528505
  
  I am rejecting this response because:

  Tenant has a history of making false statements, refusing to take responsibility for repairs (example stuffing condoms and tampons and down the toilet drain and being upset when the drain line backs up and a plumber has to come out to snake and clear the line). We are all happy to see her move on and become someone else's problem.

  This is defamation of character and this is something that I would never do intentionally and this is their way of not taking accountability for something that they did this BBB complaint was open April 4, 2024 with accurate photos from beginning to end in regards to the plumbing issues, they hired Plumbsmart to come first *********** from that company came over 10 times gave them an accurate diagnosis of the issue that they failed to repair issues that needed further repair underneath the living room floor. Additionally, they had plumsmart come out on June 28 and then they hired a different plumbing company TotalTech to come out and make false statements about tampons and condoms that ultimately caused the beginning to the middle to the current issue at the property residence. There is no truth and what they are saying in regards to me taking accountability for something that occurred within 7 days of me moving into the property on March 7 2024 a technician was there that day that is what all the evidence states on my BBB complaint they NEED to return my security deposit. I spoke to ***** The maintenance coordinator this morning 8/20/2024 regards to the ** unit repair it has been five days and they have not fixed the ** unit. Yes they put me in a hotel OVER 24 hours later. I had to purchase a portable air conditioning that cost me $75 because I still have to P**K and LEAVE the residence and move out of the property. I confirmed I wanted them to send the portable. They never sent the portable. They never responded to me. Directly. Property management has not reached out to me whatsoever. I was told at the beginning that it was a brand new air conditioning that you all remodeled the place and spent $30,000 for the remodel. I have paid $1641.02 to remain in the unit until August 31, 2024 with a working air conditioning working water, etc. they have failed to comply with the hazard and safety measure in regards to not having a/c in the unit I have to pack and leave and certainly It is still over 94 in the unit unit at this time I am not more happy to leave this residence and vacate the premises more than they are at this time!!! The manager, ************Has failed to response in regards to my move out inspection. I have done everything properly, but they have failed to fix the residence and they want to gaslight me. As if Its all my fault and it is not.

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

  Customer Answer

  Date: 08/20/2024

  At this time, I spoke to ***** this morning, the maintenance coordinator or part of the maintenance team who told me that he was gone from Friday until this morning when I spoke to him that he stated he was coordinating with ********** The property management manager who was trying to get approval from the owner. I was very well told that this was a brand new unit that they put $30,000 into the unit with a brand new air conditioning. That is what I was told this is by the leasing agent that was fired so that is not a false statement but GoldenWest Management INS deliberate agenda to try to make me responsible for the plumbing issues they had Prior to my move-in date, March 2024   This is evident in this complaint that is no way possible true they have yet to fix the air conditioning and it is the 5 day. Im still in a hotel and Im supposed to check out tomorrow morning they have an updated me on what theyre going to do and Im to be in the unit till August 31, 2024 with the move out approaching , I have yet to hear back from the management team at all.

  Customer Answer

  Date: 08/20/2024

  I just got another nonchalant call from ************ the property manager whos going to do  my move out inspection on 27 August 2024 at 11 AM. Hes basically saying that hes gonna get the portables here today or tomorrow just taking their time. They have no commitment on taking accountability for the plumbing. Hes trying to say that hes not blaming anyone and hes the main one who saying about objects in the toilet and not taking full responsibility for whats been going on as the property management company by being non-communicative, passive aggressive and downright disrespectful again theyre not making too much of an effort to get the portables here yesterday today or tomorrow this is what he casually told me that he would get the portables here if Im out today, then it would be tomorrow! They offered to put the portables days ago, but never did Bring them over at all. I had to purchase a portable for $75 for 2 days so that I could try to pack the house as much as I could for the two days that I had the portable from a place called Rescue Cooling here in *****. Their smallest portable unit is $35 per day.

  Customer Answer

  Date: 08/20/2024

  Attached is the receipt from rescue cooling

  

  Business Response

  Date: 08/20/2024

  All this person does is harass us (7-10 emails and phone calls per day); yells, screams and curses at our staff and senior managers, and continues to make threats and unreasonable demands. The Landlord has paid for a hotel for her, has provided temporarily ACs, and we as a management company have done everything appropriate for her both as a customer and to the letter of the Landlord-Tenant law. She isn't getting rent credit for clogging drains on multiple occasions with feminine hygiene products (found and reported by the licensed, bonded, third party plumber). There isn't much more to add other than we wish her the best in her new rental.

  

  Business Response

  Date: 08/21/2024

  All this person does is harass us (7-10 emails and phone calls per day); yells, screams and curses at our staff and senior managers, and continues to make threats and unreasonable demands. The Landlord has paid for a hotel for her, has provided temporarily ACs, and we as a management company have done everything appropriate for her both as a customer and to the letter of the Landlord-Tenant law. She isn't getting rent credit for clogging drains on multiple occasions with feminine hygiene products (found and reported by the licensed, bonded, third party plumber). There isn't much more to add other than we wish her the best in her new rental.

  Customer Answer

  Date: 08/21/2024

  Essentially, if you spent 4 months in a place where GoldenWest Management ****  technicians were in the home over 17 times you would be upset you would be directly upset with management Who should be fired! They had inappropriate staff members who were discriminatory who was fired. They followed up in a non-reasonable time after I yelled and and with all parts of the staff members involved because they rented me a place that was not 150% not move in ready, and that is the bottom line they hired a second bogus technician to come in with an elaborate story about putting objects specific objects that theyre claiming I stuffed into a toilet deliberately that they have no proof that are even mine after they had a previous technician in the home Who was licensed to diagnose the issue as something underneath the floor over 17 times we all know that is ridiculous The plumbing issues arose within 72 hours of me taking full possession of the property, they didnt have a choice, but to do what they were supposed to do to FIX IT I guess they want an award which they will not get! And furthermore, I will be leaving the property early and they will be dispersing me a credit for the days not lived here and returning my full deposit and I will be picking it up from the office by the law guidelines of the State of *******, where it is to be returned within 14 days or less post the tenant vacating the premises. They just mad because they will never be able to do this Individual who is just a tenant again!

  In conclusion, let it be known when the Las Vegas corporate office GoldenWest management ***** tells you like *** told me that the property should have never been rented This means GWM take accountability  and appreciate a tenant like me who was able to come in  a homemaker who Observed And inspected that property Properly and was able to tell everybody and everything what was going on up under their surface of a $30,000 remodel that was faulty. Theres a lot of people in business today who do not take accountability for their faulty actions and that is why I reached out Better Business Bureau.

  Customer Answer

  Date: 08/21/2024

  How does this service help if you are leaving this particular business at an A+ when they have clearly showed dishonesty false advertising and complete ignorance when it comes to dealing with consumers? How is this going to help anyone else if you dont publish the truth about this business? I am speaking to you, ******? or anyone who is representing the BBB because I dont understand that when it comes to GoldenWest management, these people had a technician in my home on the March 13 and every since there after every month I moved in on the 7th of March 2024 this year anyone with eyes and ears can see that these people are lying and saying anything they can to avoid not taking accountability for renting out a property that was not MOVE IN  READY that is obvious those pictures are obvious. I had a hole in my living room within 72 hours of me living here because of their plumbing and they came up with the labor story of condoms and tampons, what did you do? How will Consumers know that this is a terrible faulty company Based off of my complaint, what do they see The public? What is your suggestion based off of what youve seen Heard and reviewed and regards to this case how I could, and should proceed in regards to their accusations, which are defamation. You cant accuse someone of stuffing something down the toilet they have no proof of or seen you do?

  Customer Answer

  Date: 08/22/2024

  I took possession of these property on March 7, 2024. They had to have a technician within the first two days arrived to fix the kitchen sink underneath It had leaked heavily by March 13 is when the first original plumbing technicians arrived and kept arriving all the way till June 28, 2024. There is absolutely no way as the tenant I would have been The cause are the reason the Plumbing issues existed in this unit that is a fabricated story and defamation against my character, and I will not tolerate that the pictures that I provided with you. This complaint shows a hole in the middle of my wall within seven days of me being here because of the upstairs twirly the plumbing. more over by The first week of July, *********** management **** hired a different and new contractor to come in With an elaborate story of these objects being found with the same equipment and determine the real problem was underneath the floor downstairs marked it just like plump only they left. Tape were eggs marked the spot of what is wrong with the plumbing in this property.

  Customer Answer

  Date: 08/22/2024

  This picture is the first picture that has the most recent back up in the downstairs sink that had Pre-existing issue with the plumbing. The water was never draining because they have had pre-existing issues with their plumbing prior to me moving here and while I was Living here that Now their second assumed licensed plumbing company, TotalTech who came out the first week of July 2024 and specifically let me know about the objects. The technician at the time Ask me how long I had been living at the residence and when I told them less than three months, I told him that there had been previous technicians that has been in the home. He said he had to make a notation of that. I directed him to where there was an issue under the floor As PlumSmart had shown me prior on the visit on June 28, 2024. The new technician from  TotalTech He came in with the machine, PlumSmart did detected the issue under the floor and put a X mark the spot where the real issue resides with the plumbing here at this property.

  Customer Answer

  Date: 08/22/2024

  This picture is the first picture that has the most recent back up in the downstairs sink that had Pre-existing issue with the plumbing. The water was never draining because they have had pre-existing issues with their plumbing prior to me moving here and while I was Living here that Now their second assumed licensed plumbing company, TotalTech who came out the first week of July 2024 and specifically let me know about the objects. The technician at the time Ask me how long I had been living at the residence and when I told them less than three months, I told him that there had been previous technicians that has been in the home. He said he had to make a notation of that. I directed him to where there was an issue under the floor As PlumSmart had shown me prior on the visit on June 28, 2024. The new technician from  TotalTech He came in with the machine, PlumSmart did detected the issue under the floor and put a X mark the spot where the real issue resides with the plumbing here at this property.

• Initial Complaint

  Date:03/21/2024

  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.

  My problem is the maintenance man keeps tagging my car with no explanation this is the second time also I called the tow place they didn't place tow away plaques on the property an have no record of the tow plaques or my vehicle an I asked management for an explanation an didn't receive one an now again an I'm tired of him trying to to tow my car when I'm in guest parking

  

  Business Response

  Date: 03/22/2024

  We apologize for you receiving a tow away notice that was not properly filled out. We will continue to work with you, and all residents in the community to work towards every space being properly utilized (so your assigned space doesn't get taken by another resident). Continue to park in your space, and your space only, and please report to via the tenant portal, or company office of any unauthorized vehicles parking in your space (meaning don't just park in the tow away zone). Thank you
  

• Initial Complaint

  Date:07/31/2023

  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.

  I originally signed up for GoldenWest to **************** property in ********* September ************************************************************* Initially they charged me to fix the property for example paint, replace broken blinds, replace shower handles different miscellaneous items around the house. Upon the repairs they were able to get a tenant in the house and that tenant within 2 months of living there was evicted due to paying with a credit card and tenant reported fraud. Upon the eviction I was then again charged again for more repairs. After the repairs were done a new tenant moved in and this tenant was another issue. Every month they were late on rent and according to neighbors police were being called out there constantly. There were multiple people living there although only 1 person was on the lease. I reported this to the management company but nothing was ever done about the situation. After 4 months living there they were eventually evicted due to not paying rent. That night they were evicted someone broke in and made 12k dollars in Damages. I told the management company to leave the property as is so I could report it to insurance company and because I told them I did not want to do business with them any more (July 2023)but they failed to listen to me and cleaned up a lot and decided to charge me upon final invoice. Upon inspecting the home i was also charged for work taht was never done. It was brought to my attention that the tenant who was supposed to be living there was not and it was a fake id. Regarding the application for the rental not very much information was provided nor any account numbers to utilities or references or banking information. I feel like this company is not doing proper background checks on prospective tenants. Even when speaking to a previous employee they stated that the ceo does shady things and will do things to get more money out of their customers. I am hoping something can be done about this. Thank you.

  

  Business Response

  Date: 08/03/2023

  Unfortunately, the claims made are not accurate or lacking in context or merit.

  The landlord paid for remodel repairs he requested to have done to his home after he moved out in order to *********** ready for Tenants. GoldenWest helped the Landlord by hiring a separate, third party contractor to perform the requested repairs. The Landlord communicated directly with the vendor and at the conclusion of the repairs the Landlord wasn't satisfied with the overall work. GoldenWest worked to ensure follow on repairs were completed at no charge or that incomplete work be removed from his final bill. The Landlord himself would do work without notifying GoldenWest (like removing the irrigation system from his home) creating more repairs than anticipated.
  

  As it relates to Tenants, GoldenWest completed detailed screening of each applicant. This included credit, criminal and paystubb verification. To be 100% clear - leases were only extended to Applications that were above board. WE WILL STAND BY ANY LEGAL CHALLENGE that the approved applicants met local professionals standards.

  After approval and or upon leasing, if a Tenant or Applicant commits fraud, violates the terms of the lease, or behaves in a manner that requires law enforcement or the court system to be involved, that is not something GoldenWest would be responsible for. The Landlord called us complaint every month when the tenant paid his rent late. If the Tenant paid on the 6th of the Month, the Landlord was there to call and complain.
  

  The Landlord is very lucky that GoldenWest was so attentive and responsive, we were able to help remove Tenants, with minimal law enforcement and court effort each time there was a problem. Straw Renters and application fraud is on the rise in ********* and GoldenWest has done everything to ensure our clients are protected. In every instance, GoldenWest was able to recover the property back from the Tenants within a few weeks of non payment. The Landlord had a full month's rent worth of security to cover losses for each tenant.

  GoldenWest reached into its own pocket multiple times for this Landlord. We provided over a thousand dollars in discounts and he is not satisfied. The third party vendors have done the same, and yet its not good enough for the Landlord.
  

  We wish him the best as he embarks on self management.
  

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20390707
  
  I am rejecting this response because:
  You mentioning that I turned off the irrigation without notifying Goldenwest is a lie because the irrigation was off ever since I lived there. I never did anything behind the companys back. You saying you offered me thousands of discounts yet you charged me back all those discounts you supposedly gave. Ive been asking for a refund for the shower handle and broken blinds yet nothing has been done. Ive been asking for itemized list of charges from atomic(who I will also submit a complaint for) and yet still havent received anything. You saying you have bent over backwards is a lie, I asked you to stop using atomic yet you still used them. I got $189 from my $2000 security deposit back, you guys took it upon yourself to clean the house after I told Goldenwest management to leave my house as is. Even when speaking to the manager and in person she said Im sorry ****** but I get told one thing and I have to listen to ******. I asked Goldenwest to use my home warranty yet they refused to listen to me and used a different contractor to charge more. The ** maintenance I was charged more through Goldenwest even tho when I called the HV** company myself the invoice didnt match with what I was charged. Every month I was telling Goldenwest something was going on at my house and it was confirmed that 5 police calls were made at my property and Goldenwest knew yet they did nothing about it. All ****** told me was to stop listening to my neighbors theyre getting you worked up, if you want to listen to them then maybe you should have the manage your property not the attitude a landlord who is paying a company to manage a property deserves. ****** even mentioned to me **************** seen worse homes than this you need to relax. Very disappointing coming that he used to be my platoon commander in the ************ and this is how he is running this business. 

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

  

  Business Response

  Date: 08/25/2023

  The response is a clear example of a property owner just not being transparent and just taking his anger out on any one but the Tenants who abandoned the property (even though they had 700+ FICO score).

  Irrigation "turned off" - right, thanks for telling us and the Tenant it "Was off" and you were not going to "turn it on and fix it" for the new Tenants.

  Home Warranty - yes, we have to use third party vendors when your home warranty takes weeks to respond or complete a repair. This is actually a common issue with home warranty companies which is why they are much better suited for properties where the owner lives in vs a rental.

  Landlord "getting different feedback" - we had to streamline the communication because you would call and email like a raging lunatic yelling and screaming to any staff member that would pick up the phone.

  Vendor - we constantly put the onus on the vendor to fix or rectify with credits of ANY REPAIR you weren't satisfied with. However you simply chose not to have him do any more work, even when he was at your home, in front of you just a week or two ago...all nice in person, and all paper tiger over the phone and internet...best of luck moving forward.
  

• Initial Complaint

  Date:04/05/2023

  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.

  I rented from this property management company from 10/2021 through February 2023. rental property address ***************************************************************************. Rent went up twice each renewal so i decided to look at purchasing a home of my own. At that point it wild be cheaper for me. I was fortunate enough to find a place to buy. December 13th I called the management company to see how i needed to proceed and to let them know of my decision to put in the 30 day notice to vacate the property @ ******************************** I spoke to *************************** who told me of a few different options to vacate the property early. I could find a new tenant that could take over my lease including them keeping my deposit, and for me to collect a deposit from the new tenant in its place. I've never heard of such a thing. Or I could To pay a $500 remarking fee and pay all of January's rent which she suggested that would be the best route for me to go. Move out date was to be January 20th, just after my closing date of the new home. Again more than 30 day notice. I was told i would receive and email confirmation of the addendum to lease-early termination agreement. I proceeded to send my request via email along with submitting it through my tenant portal as well.I received on 01/03/203 the move out expectations list. Then 1-2 weeks passed and i still had not received the addendum. I sent a follow up email to ****** requesting this addendum again. no response. I tried calling and leaving a message a well.No call back from her. This was always the case with this office. Never any responses via email or calls. I then paid Januarys rent in full and was asking about the prorated amount since i would be moving out on the 20th. There was no mention of the prorated amount at all. on January 11th i believe is when i finally received the addendum, how ever it was not at all of what was discussed. see docs. uploaded. . I sent a follow up email to ****** requesting a call back or email as this was not what was discussed. Again, No response. I did then receive an email from ****** stating "I will call you this afternoon, I apologize for the delay" Once again i waited until the end of the day, still no call back. I'm very busy with my job and travel quite a bit. I didn't have time to keep calling to do their job. I refused to sign this addendum as they were asking for Februarys full month rent, plus keeping the utilities on and to pay a now $1300 remarking fee plus paxes. No mention about me getting my $1395 deposit back either. which i called and questions about. One month later or so i received a certified letter with another addendum see attachment as well. It just seems as they are trying to two different options hoping i will take one. They have my deposit, i've given them more than a 30 day notice as i did not vacate until 01-31-2023. id like my deepest back as i feel i'm entitled to this. I aid for the rent that was due after giving my notice. thank you. I did the final walkthrough leaving this place cleaner than when i move in.

  

  Business Response

  Date: 04/10/2023

  The Tenant signed a one year renewal lease for Nov 1, 2022 thru Oct 31, 2023. The Tenant then gave notice that she would be breaking her lease contract and leaving early. That action of course comes with financial consequences. She was given the option to find an equal to or better Tenant to replace her, in doing so she would be not have to pay any remarketing fees and most likely have zero rent due to vacancy. However, the Tenant chose not to find a replacement Tenant, vacated and turned over possession of the Property on January 31, 2023. After such time GWM marketed the Property, found a new replacement Tenant and had them move into the Property within 30 days (March 1, 2023). The Tenant was only billed the month of February 2023 in lost rent, and a $500 remarketing charge. There was an unpaid maintenance bill that was also added to her ledger, otherwise no additional charges were incurred. The deposit disposition was provided in a timely manner and the Tenant no longer has any financial obligation other than the outstanding balance due.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19896997
  
  I am rejecting this response because: this is not the terms or the amount that was originally discussed. And youre charging me a maintenance fee which Im not responsible for being a tenant at that property. I will pay the $500 remarking fee. Youve already kept my deposit. I think thats fair. The communication within your company is not acceptable. Now Im receiving a notice that this has gone to collections. Again no notice there. This is unacceptable. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/13/2023

  Any resolution will go thru the emails sent from our company representative, and not thru BBB. You have receeved those emails, work thru the licensed manager and we will find some common ground to conclude the matter. Thank you

• Initial Complaint

  Date:03/06/2023

  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.

  *****************************************************************************************. I was renting disappointment for over more than four years . Regarding visit and the office the day that I picked up my surprise seat refund deposit I was in shock and as per email I am emailing disputing the charges of the deposit due to the false information given from ***************************** my property manager. On November 2022 I purchased my first home here in *****. I always was in constantly communication with Mrs. ****** and I let her know that I purchased a new home. She always mention me that if they put it in the marketplace, I will be charge an extra $500 and if I market the apartment they were not be any charge. I paid for the carpet and cleaning of the apartment own because I know it was my responsibility to finish the process of renting this apartment. I proceed to put in Market and show the apartment after clean and contracting a company to clean carpet and clean the apartment as she told me on the text message. During the day of the 29 of january i went personal to que ****** when I gaven the keys, beepers, mailboxes, keys and others I was told in front of the receptionist that she will be processing my deposit and she was gonna return is $1725 because the apartment was going to rent as IS she also mentioned that she will send to ********** to do me the check, and as soon as end of month of January, I will have the check in my hands . As per her instructions, she authorize me to show the apartment to over 35 people that she also run credit and others as required until we found a good candidate. She always mention me that my deposit was going to be given to me completely. During these five days, I always believed on the water, Golden West Managment, and by that moment my property manager, **********************, i felt that they always lied to me.

  

  Business Response

  Date: 03/07/2023

  This is a sublet where the Tenant sublet to a new Tenant, and the Property had a lot of damages. But because she sublet to a new Tenant, there is no walk thru...she needs to conduct a turnover directly with the new tenant she sublet to...Here is why - when the new sublessee moves out, and gets charged for damages, they are going to say "we didn't create these damages, the old Tenant did..." So the two tenants work out the security deposit exchange amongst themselves. GoldenWest will continue to work with both parties to create a resolution that works for all parties.

• Initial Complaint

  Date:01/31/2023

  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 03/18/2022 my fianc and I placed a work order for rodents in our walls. Vendors are hired through ******* GoldenWest Management. The vendor marked our work order complete placing a board straight down on the side of the house. He stated due to the foundation being messed up anything can get in the house and there was nothing more to do. We continued to hear rodents in the walls. We have placed multiple work orders during our lease. On 09/26/2022 at 4:58am we placed a maintenance request for our toilet leaking and bathtub filling up after flushing the toilet. This is the only restroom in the home. The request was marked complete on 10/11/2022. We have had 3 plumbers come to the house. The ************* company told us the pipes underneath are extremely corroded and not connected. The main plumber advised us to leave the property because we could get sick. We left our home on 01/18/2023. It is now 01/30/2023. More problems came to surface. The walls and floor were soaking wet. When the dry wall vendors came to start construction multiple areas were cut open and exposed a disgusting amount of rodent f**** and mold in each area. On 01/27/2023 the plumber stated there were live mice falling from the ceiling, one being the size of a Chihuahua! This home needs to be condemned. Rodents have taken over and we have been breathing this in for 11 months! These are uninhabitable conditions and an extreme health hazard. On 01/27/23 I called to speak with the lady we have been working with for an update and was told she quit! Management is giving us the opp ortunity to move back in when the "repairs" are complete even with all of the facts and information provided. We are currently in a hotel with no end in sight. Our warranty for housing is up on Feb 1st. We've been having problems with this house and with this management company since the second day we were in the home. No one should have to go through the amount of stress and inconvenience we've faced with this company.

  

  Business Response

  Date: 02/03/2023

  Though we appreciate the feedback here, we have not seen any reports that indicate pests are an ongoing issue. Any repair request submitted are promptly addressed. We don't see any reports from the licensed vendors assigned that come close to any of the things quoted in the initial tenant submission.

  We definitely empathize with the Tenants. The Property has a homewarranty and we dispatch the homewarranty and the homewarranty assigned vendors for every call. I truly don't believe Homewarranties are good at swiftly diagnosing and repairing issues. And that is where we believe the problem is. When the bathroom and toilet was not being repaired, we put the tenants in a hotel...which they subsequently utilized their renter's insurance policy to upgrade to an airbnb. We understand that it can be frustrating to not be able to have access to your home, but we have offered the Tenants the opportunity to terminate their lease early at no penalty. Otherwise they must remain out of the unit until the homewarranty finishes their complete repair, which at this point is very small (the toilet is fixed and working according the the homewarranty vendor, they just need to re-drywall a small 4x4 area).

  Though we hope to have the issue resolved, we are not able to meet the Tenants demands for thousands of dollars in rent reimbursements stemming from completely separate claims (see pest/rodent claim). If they want to break the lease we can work together on a win-win plan; if they don't then they can wait until the work is finally finished (hopefully within a few days) and then they can take back possession of the unit. Proper credits will of course be provided based on the days out of the property, etc...

  We have made contact with the tenants directly and have been in contact the entire time and believe common ground between Landlord (the Property Owner) and Tenant can be found here.
  

   

• Initial Complaint

  Date:12/02/2022

  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.

  GoldenWest Management is accepting application fees for a rental that they admitted is no longer on the market. They will not respond to my attempts at a refund request via email and continue to leave the property listed as available.I wish I would have read their Yelp reviews because it looks like I am not the first person to fall for this. My partner and I are out $80 for a service they did not provide as they charge a fee for both applicants and co-applicants.We viewed a property and applied the same day, only to receive an email from their assistant property manager *********************************** less than 24 hours later telling us this property is rented. Now we are getting ignored when requesting a refund.Since they will not response to ***********, my only option will be to file an investigation/complaint (Form INV-800) through ********************************* (ADRE) and an ethics complaint through the *******************************. I would like a response from GoldenWest and a refund of our application fees that were disingenuously collected.

  

  Business Response

  Date: 12/02/2022

  We have spoken to the client and this review will be removed as the issue is being handled internally.

• Initial Complaint

  Date:09/26/2022

  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.

  Moved into a rental on 10/2021. Had a virtual tour of home, after receiving the keys my husband and I did a walk thru of the property. We noticed a smell, the flooring was lifting, items left behind by previous tenants, white animal fur on the carpets, hard water stains in the restroom sinks, thick urine stains behind&around the toilet bowl, backyard had trash, dog f**** in the grass&loads of trash in the garage filled with maggots! I emailed picture proof of the trash and called property manager ************************* regarding the issues and was told it would be taken care of, but no action was taken by Goldenwest Management (GWM). My husband&father in law had to remove the trash using the trash services we paid for! It took 2months to completely remove all the trash. The kitchen was disgusting. There was food behind the stove, drawers&cabinets were stained, and it was definitely not cleaned before our move in day. We had no hot water for 5 days and were told by a Southwest tech that in order to turn the water heater on the vent had to be fixed because it was improperly installed&could emit c02. Mold was discovered under 2 bathroom sinks 39 days after we moved in. Notified GWM and it took them 6 months to completely fix the mold situation. Homeowner was cited by code enforcement because they failed to fix the leaks that were causing the mold. We were living in inhabitable conditions caused by constant construction. No other housing solutions were offered on behalf of GWM. After alll issues with the property were finally resolved we wanted to avoid moving since our lease ended the same month I was due to have my baby. I spoke to ***************************** about a year lease extension. In a email she said we can offer a guaranteed lease extension for 12 months at that amount but landlord refused to extend because ****** failed to communicate with landlord prior to making guarantees. I am now having to move in my last days of pregnancy due to GWM incompetence as a company.

  

  Business Response

  Date: 10/11/2022

  Unfortunately GWM is at the mercy of a Landlord who failed to want to fix anything. The Landlord did the initial property turnover and would not authorize GWM to spend any money to rectify some of the basic issues named. The Landlord tried to use his insurance company to cover the cost of the plumbing leak but because it was the Landlord himself who made the original installation/repair, they wouldn't cover the claim. We agree that took way to long to rectify, but no "hazardous mold" was found. *** worked hard to push the Landlord to make all the appropriate repairs and though it took more time than we would have liked, all the work was completed. When it came time for lease renewal, the Landlord made the decision not to renew to the Tenant. Making this complaint to the BBB doesn't help the Tenant in this situation. We already explained to them that we are doing everything we can do from our end. If they don't like the Landlord's decisions, take action against THE LANDLORD. They are clearly listed on your lease...but going after the management company simply removes the party that was actually working to advocate for you and work to get you a fair outcome.

• Initial Complaint

  Date:08/02/2022

  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.

  This property management company is taking advantage of desperate people. I applied for an apartment and paid a $40 application fee, and was about to pay the second $40 (required for my co-applicant) when I decided to call in to check the status. After waiting on hold for 30 minutes, I was told they already had an approved applicant "5 days prior to my application", and several applications ahead of mine. There was NO WAY I would have been considered for the apartment, yet they encouraged me to send them $80 for both applications. According to their website, the application fee is for a "background check, and credit inquiry". They did not do either, and had no intention of doing so. This means I paid for a service I was not provided. When I asked the representative Diego G******* for a refund, he said no. Diego gave a very complacent and rehearsed response, stating that they don't give refunds for any circumstance, and basically said you're on your own, good luck! Clearly not the first time he's been asked for a refund. This is a total scam. While the rental market is so competitive, and they have hundreds of applicants, they invite applicants to tour the apartment and send application fees, collect cash from desperate applicants, until the lease is fully executed, weeks later. Meanwhile they are collecting dozens if not hundreds of application fees for each property, knowing fully that they will not process all those applications. This is immoral and should be illegal.

  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 8, 2022/08/18) */ Appreciate the feedback but Mr. ***** has made some categorically false statements. It is true that in this very hot rental market, properties are getting multiple applications. Sometimes within minutes or days. And we do our best to screen and respond to them. If that didn't happen here, we apologize and of course provide refunds whenever and wherever its warranted...like with Mr. *****. He submitted an application to rent on 8/1 at 4pm and was refunded on 8/2 at 10am. Mr. ***** called upset on 8/2. He was extremely rude to the entire staff, even after we tried to let him know we would accommodate. We were professional to him even though he was not like that to us. Since that time he has chosen to write negative reviews and make salacious commentary. You would assume that as the owner of a small business himself, Mr. ***** would be able to take a step back, and understand that things aren't always perfect in business, but that doesn't mean they are "immoral and illegal."