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:06/27/2023

  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.

  Good evening,I received a key for a rental, but the rental is not clean (unsanitary, potential infection issues for my children). The previous tenants left piles of dog poops, and urine right in front of my now front door. I don't have pets, but I have very young children (concerned about health issues, infections, etc.). I can't even use the fridge because it's moldy, the previous tenants left mold in the fridge, trash inside and outside of the house, cigarettes in the house, rust in bathrooms, rusts in medicine cabinets, cockroaches in the house, etc, (the list is long). The property manager charged me $300 non- refundable for cleaning although the house is not clean. The previous owners were smoking in the house. The house has a very cigarette smell, it's hard for anyone to breathe in the house, especially children. I don't smoke, my wife doesn't smoke and we have children. We don't have pets either, but there are piles of dog poops and urine right in front of our front door. (unsanitary, infectious/diseases concerns).I contacted the property management, and they refused to clean the house (dog poops, dog urine, mold, cigarettes, etc.). They said, "leave it as it is."

  Business Response

  Date: 07/13/2023

  To Whom It May **************** am writing on behalf of Seven Hills Real Estate **** my company, in response to a complaint of improper guidelines for move in and move out procedures at a property we currently manage. We received your claim by an applicant renting **************** whom deems dissatisfied at their move in experience. The now tenant, *************************, has claimed that we Seven Hills Real Estate was incompetent in our prior cleaning and response procedures based on their filed concerns. **************** went as far as accusing our company of funds not being applied to the areas as specified in our lease terms, as well as unsanitary conditions based on their opinion solely. To clarify, there is no supporting evidence that this is a complaint that warrants penalty of any recourse, and although considerate of rental applicant's standards, are not in jeopardy of any wrongdoing or negligence on Seven Hills Real Estate **** We take applicants concerns and tenant's requests very seriously in a prompt manner, working to correct the concerns within a reasonable time given for cleaning, repairs, or replacement if applicable. This is in addition to being evaluated by professional Vendors to both prior and/or existing issues if applicable. In response to ******************** tenant complaint, we have attached invoices with dates on the cleaning, and other expressed requested concerned areas by the tenants completed. The tenants' concerns were addressed immediately, and the property was cleaned in advance. Seven Hills Real Estate *** has done all that is necessary, including but not limited to clean the property prior to previous moveout, inspect the areas, and professionally clean. If items are needed to be addressed, we address those in the move in process as done. In addition, to address any sanitation standards, Seven Hills Real Estate *** offered to provide move out with no penalty in response to their concerns for their family's "health". We address concerns as this in the utmost, immediate manner. They declined our professional gesture for move out, exploiting the circumstances aggressively when faced with actual ability to vacate. It is also not appropriate for tenants to act in such a manner or use such verbiage when in defense of a completed request to try to validate circumstances that have been corrected. Instead of addressing the things that had been corrected, in which stated "spent weeks cleaning". This is not part of a ****** Real Estate Lease Agreement, and/or a requirement for a tenant. To confirm, not a necessity. Furthermore, we do not have any evidence of this statement to be factual, nor necessary, and believe that is to divert attention from the facts and supporting evidence that we comply with Clark County real estate rental standards and laws. We do not feel the need to further address this complaint as the tenants are committed to the property when given an option to leave with all funds. Thank you. ********************

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20140771
  
  I am rejecting this response because: The Business Continues to Argue that The House was Clean in Spite of Evidence That Proves Otherwise

  Good evening,

  
  ******************** from Seven Hills stated that, "Seven Hills Real Estate *** has done all that is necessary, including but not limited to clean the property prior to previous moveout, inspect the areas, and professionally clean."  This is a FALSE statement by this agent from Seven Hills. The property was NOT clean before the move in. See the pictures that I attached to the complaint. There were piles of dog p*** near the front door, trash inside the house, trash in the backyard, there was mold in the freezer, cigarettes in the house, dead cockroaches in the house, the carpet was NOT clean either, (see the pictures) etc., the list is so long. This is what ******************** from Seven Hills calls a professionally cleaned property. Who rents a house with dog p*** and dog urine on the property, with mold, with cigarettes, with trash in it, and calls it a professionally cleaned house? Who rents a house with piles of dog p*** and pretends it's clean? ONLY ******************** from Seven Hills. The issue is that these people don't know what CLEAN means. They're so cheap: they're trying to make as much money as possible by ripping their clients off and taking advantage of their clients. They have no respect for their clients. 
  
  "Unsanitary conditions based on their opinion solely." The house was unsanitary because there were piles of dog p*** near the front door. As of TODAY, there are still some dog p*** piles and stains of dog urine near the front door. (Please, feel free to come see that). The previous tenants had a dog, they let their dog p*** and pee right near the front door. We had to text and email *************************** at Seven Hills several times before they sent a cleaner to pick up most of the dog p*** (MOST of the dog ****, NOT ALL of the dog ****, because there is still some dog p*** near the front door. Feel free to come check it out for yourself.) ******************** stated, "unsanitary conditions based on their opinion solely." Dog p*** and stains of dog urine right near the front door aren't unsanitary conditions enough? Again, who rents a house with dog p*** near the front door and calls it clean and sanitary conditions? ONLY ******************** Seven Hills. See the pictures that I've attached and please let me know if the unsanitary conditions of the house were based on my opinion solely. 
  
  We provided supporting evidence/pictures that the house wasn't clean (dog ****, mold, cigarettes, trash, dirty carpet, etc.). Again, the house WASN'T clean so after we sent them texts and emails, they finally sent a cleaner to clean the moldy freezer and pick up MOST, not ALL, of the dog p*** near the front door. So, if the house was clean, why did the cleaner SPEND HOURS cleaning the moldy freezer and picking up dog poop? Besides the pictures, that's another EVIDENCE that the house wasn't clean.
  
  "The tenants' concerns were addressed immediately, and the property was cleaned in advance," ********************, Seven Hills. That's ANOTHER false statement by this dishonest agent from Seven Hills. We had to text them, email them several times before they finally sent a cleaner to clean the moldy freezer and pick up the dog p*** We texted and emailed their agent ****** several times, we saved the texts and emails so we can prove that as well. Therefore, ****************** statement saying that the concerns were addressed immediately were FALSE. Again, a dishonest company, they have NO integrity.
  
  We let Seven Hills know that the carpet wasn't cleaned and we cleaned it instead. Then, we sent them pictures of a pile of dirt, dust, dog hair, etc, that we got out of the carpet, proof that the carpet wasn't clean. ********************/Seven Hills stated that, "Furthermore, we do not have any evidence of this statement to be factual, nor necessary." ******************** argued that the cleaning wasn't necessary. We spent weeks cleaning the house by ourselves because Seven Hills did not professionally clean it and we needed a clean place to live before we could move our family into the house. Why is cleaning a house that wasnt clean unnecessary? 
  
  When we contacted Seven Hills' agent, ***************************, about the trash in the house, she told us to just throw it away. We saved ***************************** comment asking us to just throw away the trash in case you need it. ********************, please let us know - if the house was clean before we moved in, then - why is there trash in it? And when we told you about it, you asked us to just throw it away. We dont work for Seven Hills, we are your tenants. We dont need to clean the trash left by your previous tenants. Its YOUR responsibility to either make sure the previous tenants clean before they move out OR you clean before we move in using their cleaning deposit. Again, this shows how incompetent and unprofessional Seven Hills is. We don't need to tell you how to do your job if youre competent. What company asks the new tenants to get rid of trash left by the previous tenants? But, ******************** is still arguing that they are professional and responsible.
  They never cleaned the carpet, instead we cleaned it. ******************** is saying that it wasn't necessary, which shows that they didn't care about cleaning the carpet before we moved in. We had to contact them several times before sending a cleaner to clean the moldy freezer, and they were still arguing that the house was CLEAN before we moved in. What they mostly care about is spending less than they need to and keeping their owners happy at the expense of the tenants. These people are not honest, they're not professional, they're one of the most incompetent companies, and they have no respect for their clients. They have no INTEGRITY. Their clients' REVIEWS on ****** and on Yelp says it ALL.
  
  "Seven Hills Real Estate *** has done all that is necessary, including but not limited to cleaning the property prior to previous moveout, inspecting the areas, and professionally cleaning," ********************. Another FALSE statement by this agent. Again the HOUSE wasnt clean, it WASNT professionally cleaned at all. There was dog ****, urine stains, mold, cigarettes, dirty carpet, dead cockroaches, trash inside the house, the list is long. Please see the attached pictures sent previously, proof that the HOUSE WAS NEVER PROFESSIONALLY CLEANED. ******************** made another false statement. 
  
  ******************** said, ..we comply with Clark County real estate rental standards and laws. ******************** from Seven Hills DOES NOT comply with CC real estate rental standards and laws, they dont comply with anything. We have proof, see the attached pictures. They rented us a house in unsanitary conditions (with piles of dog p*** near the front door, stains of dog urine STILL at the front door, mold, trash inside the house, cigarettes in the house, dead cockroaches inside the house, dirty carpet, ***** cabinets, etc.) We contacted them a few times, and they finally sent a cleaner to clean the moldy freezer, and picked up MOST but  NOT ALL of the dog p*** at the front door. They never took care of the stinky stains of dog urine STILL near the front door and the remains of dog p*** STILL near the front door. ********************, and BBB, please feel free to come see for yourself. We do thank Seven Hills for sending a cleaner to clean the moldy freezer and pick up most of the dog p*** We wish their cleaner could have picked up ALL the dog p*** and cleaned the stinky dog urine stains that are  STILL near the front door. But, we appreciate them for doing the minimum. However, we hope that they stop arguing that the house was clean before we moved in, AND we're NOT interested or asking for any compensation and money. We're NOT interested in that, we just hope that this company will be responsible. 
  
  Yes, they did FINALLY send someone to clean most of the dog p*** and the moldy freezer, BUT, again, there are STILL stains of dog urine near the front door and trash inside the house left by the previous owner. ******************** from Seven Hills never bothered to take care of that. Feel free to come see the trash left by the previous owner still under the sink in the master bedroom (see attached picture# ********-140924). Feel free to also come see the REST of the dog p*** still near the front door and the STAINS of dog urine still near the front door. Please, let me know when do you want to come and see all of that for yourself? Thats also another CONCRETE SUPPORTING EVIDENCE that the HOUSE WAS NEVER professionally cleaned. 
  
  Instead of being professional, responsible and cleaning the house, ******************** continues to argue that the house with dog p*** and trash was clean. ******************** failed to comply with rental cleaning standards. Instead, ******************** is trying to divert attention with her false arguments which shows that ******************** from Seven Hills is NOT respecting ********* County Real Estate Rental Standards and Laws.
  
  ******************** and Better Business Bureau agents are WELCOME to contact me to arrange a visit so they can come see for themselves the remaining dog p*** near the front door, the stinky stains of dog urine near the front door and the trash left by the previous owner under the sink in the master bedroom. Please let me know when you want to come see all of that.
  
  We were supposed to move in on May 24th. We didnt move in on May 24th because the house wasnt clean, and especially the freezer was moldy. We spent weeks cleaning the house, then we moved in on June 22nd. Instead of taking their responsibility and cleaning the house BEFORE we moved in, ******************** gave us the option to move out after we spent weeks doing all that cleaning and finally moved in on June 22nd. What was that all for? To give them free cleaning? We clean for free for their next tenant? ******************** could have been professional and responsible and cleaned the house before we moved in.
  ********************, be professional and take responsibility for your properties. Continuing to argue in spite of the evidence provided to you that the house wasnt clean isnt going to solve anything. Taking your responsibility will solve the issue. 
  
  Weve never experienced an unprofessional and dishonest company like Seven Hills. Weve been renting for more than a decade, and we have good credit for a reason. Theres no reason for ******************** from Seven Hills to take advantage of us.
  
  We do appreciate that Seven Hills finally dealt with some of the issues; however, our HOPE from this situation is that Seven Hills acknowledges that the house wasnt clean before we moved in (see attached pictures, feel free to come see the remaining trash in the house and dog poop), and they acknowledge their responsibility for that, they stop arguing that it was clean, and that they dont treat future tenants like this. We HOPE that Seven Hills will send their cleaner back to finish picking up the remaining dog p*** near the front door, and clean the stinky dog urine stains near the front door. When the cleaner left last time, he told us that he was going to get some cleaning products to get rid of the stinky dog smell. But, he never came back.
  We have not exploited the circumstances aggressively and we dont want any money back, just take your responsibility seriously and stop arguing that the house was CLEAN (see attached pictures, and feel free to come see for yourself).  
  
  See the attached pictures of the remaining trash STILL inside the house as well as the pile of dust, black dirt, and dog hair we got out of the carpet after we cleaned by ourselves. 
  
  Thank you.
  
  Sincerely,
  *******************

   

  
  
  

  Business Response

  Date: 07/18/2023

  To Whom It May Concern:

  Seven Hills would like to apologize that the tenants are continually disgruntled with their experience, and would like to ensure that all efforts will be made to devise a solution. The property was cleaned with receipt to support our records, and apologize for their interpretation of the lack of cleaning. We have removed the Rhino's cleaning vendor from our companies list of vendors to abandon further use of their services. They can also provide record and receipt of the property cleaning prior to the tenants move in. As mentioned, we did offer to allow move out with out penalty and all funds returned that came with a hostile rejection response. We want to ensure the tenants understood the serious position regarding viable complaints with our property management company, and will continue to honor that. Thank you. 

   

  Seven Hills Real Estate

  Customer Answer

  Date: 07/27/2023

   Complaint: 20140771

  
  I am rejecting this response because: Seven Hills still agues that the Property was & is clean and They're not willing to clean.
  
  No, the property wasn't clean, see the pictures that I attached to the complaint. There were piles of dog p*** near the front door, trash inside the house, trash in the backyard, there was mold in the freezer, cigarettes in the house, dead cockroaches in the house, the carpet was NOT clean either, (see the pictures) etc., the list is so long. As of today (7/26/2023), the property is still NOT clean, there are remaining dog p*** near the front door, the stinky stains of dog urine near the front door and the trash left by the previous owner under the sink in the master bedroom. Please come see all of that for yourself. Let me know when you want to come. I'll be more than happy to show you all of that, and hopefully you'll send a cleaner to clean all that up. Doing so will resolve this issue instead of continuing to argue that the property is clean. 
  
  Seven ************* is in *********, the property is also in *********. Someone from Seven Hills can drive here to see the property, they can see for themselves that the property is still not clean. It only takes about 30 minutes to drive from Seven Hills to the property. Instead of continuing to argue that the property is clean, wasting eveyone's time despite the attached pictures, you can drive here and see for yourself that the property wasn't clean and it's STILL not clean. 
  
  
  Sincerely,
  
  *******************

  
  
  

  Business Response

  Date: 07/27/2023

  Thank you for your response. Please see attached receipts from the licensed cleaning company, and an additional cleaning company. We are concerned with the hostile nature of the tenant and the continued aggressive behavior and demeanor with his responses. Safety is always part of resolution and a concern when addressing disgruntled tenants. We do not feel it is warranted or voluntarily compromise any of our employees safety if to be addressed by ****************, if to visit the property again to appease his request. We will communicate directly through the legal documented forum of the BBB and legal counsel. Thank you.  Seven Hills Real Estate

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20140771
  
  I am rejecting this response because: ******************** and Seven Hills refuse to take their responsibility and clean the house.
  
  
  Good evening,

  Yu ***************** and  Seven Hills have proven again that they're not professional and responsible, and they're trying to come up with excuses not to clean the house. We provided them with supporting evidence/pictures that the house wasn't clean (dog ****, mold, cigarettes, trash, dirty carpet, etc.). Again, the house WASN'T clean so after we sent them texts and emails, they finally sent a cleaner to clean the moldy freezer and pick up MOST, not ALL, of the dog p*** near the front door. So, if the house was clean, why did the cleaner SPEND HOURS cleaning the moldy freezer and picking up dog poop?
  
  As of today (7/27/2023) there's STILL remaining dog p*** near the front door, there are still stinky stains of dog urine near the front door, and there's still trash inside the house under the sink in the master bedroom left by the previous owner. (Please see attached pictures). However, ******************** and Seven Hills continue to argue that the house was professionally cleaned; these people have ZERO integrity.
  
  ******************** and Seven Hills refuse to take responsibility and clean the house. We pay our rent each month on time. We never miss a rent payment. We have good credit for a reason. I am not allowing a dishonest, incompetent company like Seven Hills to take advantage of us, nor am I accepting abuse of any kind from ******************** and Seven Hills. We've been asking Seven Hills to finish picking up the dog p*** near the front door, to clean the stinky stains of dog urine near the front door, and remove the trash that's still inside the house, but they refuse to do so. Instead, they're trying to come up with excuses not to do so. How hard is it to send a cleaner to finish picking up the dog ****, clean the stinky dog urine stains, and remove the trash that's inside the house?
  
  ********************/Seven Hills DOES NOT comply with CC real estate rental standards and laws. We have proof, see the attached pictures. They rented us a house in unsanitary conditions (with piles of dog p*** near the front door, stains of dog urine STILL at the front door, mold, trash inside the house, cigarettes in the house, dead cockroaches inside the house, etc.)
  
  ******************** & Seven Hills shows how dishonest they are, they will do anything they can to rip off tenants. Based on my experience with Seven Hills, I agree that this so-called Real Estate Business is so cheap, they're trying to make as much money as possible by ripping their clients off and taking advantage of their clients.
  
  ******************** Seven Hills is one of the most incompetent companies, and they have no respect for their clients.Their clients' REVIEWS on ****** and on Yelp says it ALL.
  
  Who rents a house with dog p*** and dog urine on the property, with mold, with cigarettes, with trash in it, and calls it a professionally cleaned house? Only at ******************** Seven Hills, they're proven that they are incompetent and abusing their tenants.
  
  We've asked and asked ******************** Seven Hills to clean the house, but they refuse to do so. Please, see attached pictures taken today (7/23/2023). See attached pictures of the remaining dog p*** still near the front, the stinky stains of dog urine near the front door, and the trash left by the previous owner inside the house. Please, feel free to come see ALL of this for yourself at your convenience.
  
  Sincerely,
  *******************
  
  
  

  
  

  Business Response

  Date: 08/03/2023

  Thank you for the email. Myself, ********************, on behalf of Seven Hills has apologized for any confusion, take responsibility for *****'s unsatisfactory cleaning of this property, and any oversites that caused the tenants frustration and anger. I have offered to move the tenants out with full refund, in which he declined, and continues to use unprofessional terminology to get his opinion across.  We sent a handyman and a cleaner to address the tenants concerns, but this information is being used by **************** to then berate our standards and policies. I have previously attached the invoices to show action was taken to resolve the issues set forth. We have an invoice from the professional cleaning company that states date and detail of the clean. We do not clean houses, we hire professional cleaners to clean homes, that is a standard and can be proven with all invoices. The poor cleaning by *****'s has been addressed. We do not "rip" tenants off, and there is no evidence of such now or in the past. We do not have to defend or justify false claims by the tenant to create a negligent business persona from ****************. The tenant seems to now have turned this into a personal attack on myself and my company, and the hostile language to belittle myself and my company will not be dismissed. This is a professional forum that is being used to verbally abuse myself and my company, and this will be addressed as well. I again will apologize for the issues stated, and will send cleaners to reclean the house from *****'s unsatisfactory house clean, but as stated in previous by the tenant he stated "they spent weeks cleaning the house" and that is why they would not move out. This does not seem to make sense, and the aggressive language from the start is alarming. I would like to request the tenant *********************** not be present at the property to avoid any confrontation by the disgruntled man. Furthermore, his opinion of my how my business operates has become a verbal forum for him to state his opinion, and do not believe that he has any intention of meeting in the middle or finding middle ground based on his behavior. We have provided the invoices, and offered what I believed to be a sensible resolution to move out with full refund due to an extreme unhappiness with the property and my company. I again will state I apologize, and will reclean the house, but will not continue to defend my character from ****************. I will send cleaners by appointment, but do not feel that this will change the behavior of **************** and his clear hatred of myself and my company. Based on the nature of the verbiage in all of his responses, and the personal false statements regarding my business practices, I hope that this matter can be resolved in a timely manner, but have prepared for further action to need to be taken on this forum, and legally. Just as tenants have rights, so do I, and my company reputation is being violated with slander shown in the ****** aggressive demeanor and language in his responses. If shedding light on the need to use different vendors, ensure we are meeting standards by NVRED and sanitation ethics, we appreciate the vocal outreach to address how we can do better in all areas of my company. Unfortunately, I have accepted that the behavior points to permanent rejection by **************** of any options to make the situation better. I will have the cleaning scheduled once its confirmed agreement to **************** not being present during the cleaning or additional persons will need to be present for witness. Thank you.

   

  Best Regards, 

  ********************

  Owner-Seven Hills Real Estate

  Customer Answer

  Date: 08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Good evening,
  
  You're very welcome! Your apology is accepted. I am glad you acknowledged that your cleaner Rhinos did not do a good job cleaning the house. Even the last cleaner that you sent didn't finish. He did clean the moldy freezer, but he said he's going to get a cleaning product to take care of the urine, and finish picking up the p*** But, he never came back.
  
  All we've been asking you for two months is to clean the mess left by the prevoius owner. Imagine yourself in my shoes, moving into a house with trash left by the previous tenants and the property manager refuses to clean, but keeps arguing with you, saying that it's clean and you're just lying. How would you feel?
  
  You sent a handyman and a cleaner, they gave you receipts, but the cleaner didn't finish cleaning, there's dog poop/urine and trash on the property left by the previous owner. The handy man, *****, did a great job, we're not complaining about the handyman, please don't change the subject. We've been complaining about the cleaning. The cleaner gave you receipts, but receipts/invoices don't clean the house, they're just pieces of paper. Receipts don't mean that the job was well done. After he was done cleaning, you should've come checked to make sure the job was well done instead of sitting behind your desk, pretending the house is clean, and blaming your new tenants. Then getting angry at us just because we asked you to clean your mess. You said, "The poor cleaning by *****'s has been addressed." I have nothing to do with ******, please don't try distract us by bringing Rhinos into this. I am just asking you to clean the mess left by the previous tenants. I've been asking for months now.
  
  This whole situation could have been avoided if you listened and sent a responsible cleaner to clean when we first contacted you and sent pictures a couple months ago. We've wasted our time, and you're still blaming me for asking you to take your responsibility and clean. If you're a responsbible and professional company, I would never have had to contact BBB, you could've taken care of this a long time ago. 
  
  According to what you said, it seems that Rhinos didn't do a good job, but I have nothing to do with that. I have never heard of Rhinos, it's none of my business. It's between you and them. Obviously, both Rhinos and Seven Hills are incompent, iresponsible and unprofessional companies. They're incapable of cleaning a small house. You're responsible for this mess because you're the one who let the previous tenants leave without picking up/cleaning their dog urine, p*** and trash. You shouldn't expect a new tenant to take care of that. I have never had a dog, why do I have to clean dog ****, urine and trash left by the previous tenant? Treat your tenants like tenants instead of trying to take advange of them. I do not work for you.
  
  I will not be present when the cleaner comes to pick up ALL the dog p*** and clean the dog Urine STAINS, and pick up the ***** inside the house. My wife will be present.
  
  Please remind your cleaner to pick ALL the dog p*** near the front door, and clean the dog urine, as well as picking up the trash upstairs under the sink. I hope they'll do a good job this time. Feel free to come check or send someone to check that the work was well done. My wife will be here, but you need to contact us first. 
  
  If your third cleaner fails to clean, I will reach out to you first. If you decide not to clean, I'll reach out to BBB, ********************* the ****************** ***********************, etc. and we'll start ALL OVER again until you clean the mess left by the previous owner.

  Thank you again for accepting to send a cleaner to clean this mess. My children are tired of breathing the smell of dog p*** and dog urine at the front door. We appreciate you taking action and taking care of this. 

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