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:12/31/2024

  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.

  Improper repair / replacement fees charged for a residence in poor condition prior to moving in. Unprofessional and harassing conduct in email communications.

  Business Response

  Date: 01/01/2025

  Thank you for bringing this issue to our attention and we are aware that the tenant is unhappy.  We manage over *********************************************************** very good condition when a tenant moves in and we respond to all repair requests same day, 365 days a year.  We have one of the highest tenant retention rates in the valley with over 68% of our tenants staying 2 years or more and the vast majority appreciate the condition of the home at move-in and how quickly we respond to repair requests and the high quality of the vendors that we use who are all third party and independent.  All inspections, move in, 6 month periodic and move out inspections are performed by a licensed home inspector with over 25 years experience in property management and home inspections to ensure all properties are in good condition at move in.  Dozens of pictures are taken so we have a visual record of what the home looked like when moving in.  

  Unfortunately there are going to be disputes with tenants regarding how they care for the property.  We do try to resolve the dispute amicably but that does not always work.

  We do the move in inspection a day or two prior to the tenants scheduled move in date.  The tenant is given a Property Condition Walkthrough form to complete within 7 days after move in where they can list any items they wish regarding the condition of the home.  Typically these are cosmetic issues that a tenant does not want to be held responsible for at move out.  This also gives them time to try all appliances, ensure all drains and plumbing is working correctly, ensure all electrical and HVAC items are working, etc.  The tenant is then encouraged to place a work order for items that they feel need attention.

  After move in the tenant sent in the following list of items to be addressed:
  1) landscape overgrown, will keep it up once addressed. - The landscaping was cleaned up by our vendor
  2) stove k*** broken - these were all replaced, so they all looked the same, even though they were all working fine at the time of the move in inspection. The vendor noted that as he was putting on the nobs a household member was pulling them off and the vendor had to make a separate trip back with more
  3) multiple kitchen cabinet shelves broken - a number of shelf clips were broken and shelves were tipping even though they were not like that during the move in inspection.  Again the vendor had to make return trips since the tenant decided he had to start cooking blocking the vendor from completing the simple task
  4) window screen missing from downstairs - per the lease we do not replace window screens
  5) downstairs shower attachment defective and spraying water all over the bathroom when on. - we replaced the shower head
  6) downstairs sink stopper doesnt work - we replaced the stopper
  7) no shower curtain rod downstairs - we do not supply shower rods
  8) upstairs left sink water backing up - we had the drain snaked and cleared
  9) upstairs tub without a drain plug - we provided a drain plug
  9) no shower curtain rod upstairs - we do not provide shower rods
  10) outside driveway light fixture half broken - we replaced the light fixture
  11) backyard sliding door latch broken - we replaced the sliding door lock

  The tenant was not charged for any of these items.

  The tenant then sent in a work order stating that a cabinet door screws had fallen off - we made the required repair even though all doors were working correctly during the move in inspection and when the vendor was there. - The tenant was not charged for this repair

  The tenant then sent in a work order that the microwave door would not latch - we replaced the microwave since the latch was bent and could not be repaired.  It was the opinion of the appliance vendor that the latch was damaged by someone pulling on the handle and was not normal wear.  - the tenant was not charged for this repair

  The tenant then placed a new work order stating that cabinet doors were loose again and coming off - the vendor went back and determined that the screws were pulled downwards from someone apply excessive pressure to the top of the doors since the wood where the screws go was pulled down - the repairs were made again to the doors and a drawer - the tenant was charged $120 for that repair

  The tenant then placed a claim for the handle to the freezer was broken - the appliance repair person determined that the handle, due to the screws being bent down and the holes the screws go into being bent down, that someone had either sat on or stood on the handle as that was not normal.  The tenant contended that it was defective when they moved in because the cover plate was cracked.  (We knew the cover was cracked in July of 2023 during a periodic inspection.  Since it has nothing to do with the working of the door, and the door worked fine until the previous tenant moved out and during the move in inspection) we did not repair it since it is cosmetic.  (I have a very similar style double door refrigerator top and freezer drawer below where the plastic cover broke years ago, shortly after purchase, and it has never interfered with the working of the door).  The handle could not be repaired so we replaced the refrigerator. - the tenant was charged for that replacement

  Based on the issues that have occurred, and the observations of the vendors when they have been to the home, the owner agrees to allow the tenant to break their lease with no penalty so they can find a home that better suits their needs.  Per the lease the first month's rent was collected at move-in and a security deposit - we do not collect last month's rent.  The tenant will be responsible for the rent until they vacate the property.  We will not refund any rent since they have lived in the home.  The Security deposit will be reconciled within 30 days of move out per NRS.  The home must be left in the same condition as when they move in.  There will not be any penalties for the tenant moving out early and breaking the lease.

  We do not want an unhappy miserable tenant so we are willing to work with them within limits.

  Please feel free to contact me with any other questions. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22744184
  
  I am rejecting this response because:
  I have provided context in the attached PDF and provided a counter proposal for the business to review and accept.

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

  Business Response

  Date: 01/06/2025

  After discussing this with the owner this is all the owner is willing to do:  Based on the issues that have occurred, and the observations of the vendors when they have been to the home, the owner agrees to allow the tenant to break their lease with no penalty so they can find a home that better suits their needs.  Per the lease the first month's rent was collected at move-in and a security deposit - we do not collect last month's rent.  The tenant will be responsible for the rent until they vacate the property.  We will not refund any rent since they have lived in the home.  The Security deposit will be reconciled within 30 days of move out per NRS.  The home must be left in the same condition as when they move in.  There will not be any penalties for the tenant moving out early and breaking the lease.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22744184
  
  I am rejecting this response because:
  The cost of the replacement refrigerator should fall solely on my shoulders. The original appliance was not new and was not worth over $1400. The owner could have replaced the broken appliance with a refurbished unit or more affordable appliance.
  
  Furthermore, my lease contract specially states the landlord is responsible for the heating system. Its reasonable to be reimbursed for these charges.

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

  Customer Answer

  Date: 01/08/2025

  I do not feel that the landlord is negotiating in good faith to find an acceptable solution for all parties. What is the next step that I am able to take?

  Please advise,

  ***

  Customer Answer

  Date: 01/08/2025

  Attached are some comparable refrigerators that could have replaced the existing refrigerator that broke the rest of the way during my time as a tenant.
  

  I feel that the landlord is using the existing damage to upgrade from the existing refrigerator at my expense. 

  Business Response

  Date: 01/08/2025

  I am sorry that someone in the tenant household broke the refrigerator handle by sitting on it or standing on it.  The refrigerator was only a few years old and was replaced with the same style as value as the damaged product.  There was no upgrade.

   

  Again the tenant is more than welcome to move out as previously stated with no breaking the lease penalty.  

• Initial Complaint

  Date:04/25/2023

  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 am a patent lawyer that lives in *********, **. I am renting a house along with my pregnant wife, my mother-in-law who has had a stroke, and my sister-in-law who is a child with congenital birth defects.*************************** with Large Vision Property Management (PM.0166260.BKR) is the property manager for my rental house. Our air conditioning has been broken since April 9, 2023. I have filed written notice on April 9, 2023 and have sent several reminders. He is refusing to fix the property. This is in direct violation of our lease agreement which states that air condition will be provided and is a violation of NRS 118A.I do not think *************************** or Large Vision Property Management should be licensed to do business in ******. I do not think they should be able to do business for knowingly torturing vulnerable individuals. Thanks,*********************************

  Business Response

  Date: 04/25/2023

  This is the same response I just sent to the *********** Division:

  Thank you for the email.
  
  
  We are not "torturing vulnerable individuals" and we would never refuse to do a legitimate repair.  The majority of the delays in service have been due to the tenant's scheduling with vendors and his behavior towards the vendors.  The only other delay has been that American Home Shield is the warranty company.
  
  
  To give a brief history:
  
  
  - Owner bought the property, March 1, 2022, to be used as a 2nd home when they came to *****.  Prior to the closing the current owner had Bridge Home Inspection do the home inspection.  At the time of the inspection the ** units were working as designed.
  - Due to sudden changes the owner decided he could not use the home as originally planned and had his buying agent list it for rent on December 9, 2022. The home sat vacant from closing until March 1st when the tenant moved in.  This was an Open Door sale so actual issues are unknown prior to sale, and how long it was vacant is unknown prior to the sale.   
  - ********************************* applied for the property on February 9th, owner approves him. 
  - On February 9th the rental Listing agent comes to Large Vision and asks to manage the property.  We send **** to the owner.
  - Owner signs the **** February 14th
  - We send the lease to the tenant February 14th with a March 1st move in date
  - I go to do my 1st walk of the property and discover a number of issues on February 15th.
  - I Email owner, and listing agent, the list of issues February 16th.  Owner has listing agents handyman go and do items I noted, all except one which was a leaking faucet in the primary suite bathtub because it was out of his expertise.  Since it is already February 18th we decide to wait until the tenant moves in to have that done.
  - Tenant moves in March 1st and puts in 9 work orders over the next few weeks.  Each was taken care of within a couple of days, or same day.
  - Owner buys AHS Home Warranty in March.
  
  
  On ***** 9th the tenant placed a work order for the ** not working.  ******* contacts the tenant confirming the receipt of the work order, explaining the home warranty company has been notified and the repair assigned to the vendor and providing the tenant with the vendor and contact information.  On ***** 11th, at 11:56pm, the tenant sent ** an email stating we deliberately rented the home knowing that the ** units were not working - see string of emails attached. I responded to the tenant the morning of the 12th. 
  
  
  The tenant schedules the appointment for ***** 18th.  When the vendor asked why he was waiting so long for the appointment - we had called it in as a pregnant wife emergency - the tenant became very verbally abusive.  When the Vendor told the tenant they would not come to the home if this behavior occurred the tenant calmed down and stated "the units are cooling just not very well".
  
  
  The vendor showed up to the home on the 18th and the tenant was very aggressive and intimidating.  After 5 minutes of this the vendor told the tenant that he was not authorized to make the repairs needed and left.  The vendor then filed with AHS to have the work order reassigned to a different vendor.  The vendor called ******* and told her what happened and why he refused the work order.
  
  
  AHS reassigned the work order on the 19th and that vendor set an appointment with the tenant for Sunday the 23rd.  The vendor examined the units and filed his report to AHS on the 24th and AHS informed ** today that they would not cover the repairs.
  
  
  Today, the 25th, we emailed the owner - see attached - sent out a work order to our people - ******************* - as a priority to set up a time to get out there and actually determine what is wrong and get ** the price.  We have told the owner we are now past the legal time limit for the repair and he understands that time is of the essence to get this done.    
  
  
  We have communicated with the tenant via email and phone calls throughout this process.  Dealing with home warranty companies, especially AHS, is frustrating to say the least, but the tenant has not helped with his delays, and expecting the vendor to do the repairs on the spot, has not helped.  The tenant has threatened and bullied ** since he applied and we have just continued to do our jobs.  Which we will continue to do.
  
  
  If there is any other information you would like please let ** know and we would be happy to provide it.