Complaints

This profile includes complaints for Towne Housing LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Towne Housing LLC

  344 Delaware Ave Ste 300 Buffalo, NY 14202

  
• 

  Towne Housing LLC

  1128 Oliver St N Tonawanda, NY 14120-2638

  

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:09/22/2024

  Type:Order 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.

  Towne Housing deceived us, took our money, refused to rent to us, was rude and hostile, and refused to return our $2,300 security deposit. On 8/21/24, Haley from Towne Housing showed my wife ******** and me a rental house at ** ******** ***** ******** **** The electricity was turned off and the yard was overgrown. On 8/26, after driving by to see that the lawn had been cut, we asked Haley if the electricity had been turned back on; she said yes. Based on Haley’s statements, on 9/4, ******** told Haley that we wanted to rent the house and move in asap. Haley said the house would be ready to move in that week, but that’s when the delays started. At Haley’s instructions, we filled out a rental application and paid the application fee. Then she told us that she cannot write up a lease until we paid the security deposit. On 9/6/24, ******** dropped off the$2300 security deposit. Haley said she would have the lease on 9/9/24, but instead on 9/10/24 she told us that the power was not on and could not be turned on until 9/13/24. We were unhappy about the misinformation and the delay. On 9/10/24, Haley sent a long lease containing incorrect information and many objectionable terms. On 9/11/24, Haley told us that the house would be delayed again because the gas company couldn’t inspect until 9/17/24. At that point, we told her that we no longer wanted the house and provided an address to return our security deposit. The next day, ******** spoke to Jeremy, the owner of Towne Housing and reiterated our desire for our security deposit back. He asked if he could have the house ready tomorrow would we want it. We said we would consider it. We checked with the gas company and texted Jeremy that we received different information than he just provided. Jeremy called and yelled at ********, called her passive-aggressive, said he refuses to rent to us, and hung up. He then texted his lawyers number, said he blocked us from contacting Towne Housing, and that our refund was denied.

  

  Business Response

  Date: 09/27/2024

  Hello This customer was not granted a refund per the agreed upon terms and conditions of our application process in relation to 72 hours or greater  notice to not accept the unit. Their actions lead to financial loss of our client which is not acceptable and a reason for our terms which the customer agreed to.Our lawyer has been responsive and outlined clearly our decision. See attached email that was sent to the customer. Thank You Jeremy

  Customer Answer

  Date: 09/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The business practice was deceptive and the business strung us along past any 72 hour cancellation period.  Their attorney is incorrect as we were never “accepted”.  The business refused to rent to us; they should not be allowed to have it both ways. And who ever heard of the tenant paying a rental company money for the privilege of renting someone else’s property. What a scam. The property owner should pay the management company not the tenant.   Regards, ******* *******

  

  Business Response

  Date: 10/01/2024

  The policies and terms of our rental application are clear and the applicant accepted them. The applicant was chosen for the unit to the extent it was removed from the market costing our client lost rent and time. The applicant rushed to “find a backup” housing situation selfishly thinking that making threats to the business may intimidate our decision making process.  No opportunity was given to address their concerns at which point I jumped in (Owner) to assist, at which point tenant continued to be uncooperative and demand refunds which is not going to be approved per our application and their acknowledgement of terms. The applicant did not get her way, and this tantrum approach we will no longer engage with.

  Customer Answer

  Date: 10/05/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards, ******* *******

• Initial Complaint

  Date:04/06/2024

  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.

  Often Towne Housing sends a past due notice to collect $50. I paid the rent on 3/28/24 for the month of April. I am not past due. This is the third time they've done it in 6 months. This effects my credit and my tenancy record. I want them to stop trying to collect money they are not entitled to.

  

  Business Response

  Date: 04/11/2024

  Hello Our automated system posts late fees to resident ledgers automatically when rent is due and late. We will review as to why the system is posting a late fee when rent is not due for this customer. No credit reporting has been made so no impact to customers credit score. Resident is always able to call our office and their assigned property manager with these concerns or issues and we ask that they do so. 

• Initial Complaint

  Date:09/13/2023

  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.

  This Reality business is not serving their tenants properly. They are not living up to what they are writing in their contracted lease. I’m living in an home that is a total health risk and major safety risk. When you do advise them of repairs of such major issues they’re ignoring them. Purposely ignoring emails, phones, and now wanting to punish me issuing me a vacate the property letter. I am disabled, suffer from mental health issues, I totally feel taken advantage of. An because I’m taking actions against them for placing me in a home that is unlivable.

  

  Business Response

  Date: 10/06/2023

  Towne Housing Real Estate (“THRE”) is in the business of providing property management services to owners of rental properties. As agent of the owner, THRE rented this property to ***** ******. After receiving certain complaints by Ms. ****** concerning the condition of her apartment, THRE dispatched maintenance technicians to the property to address her concerns. THRE acted in a commercially reasonable and professional manner in responding to Ms. ******’s requests for repairs. THRE has also complied with Ms. ******’s requests to provide various notices to her case workers. Since Ms. ****** has taken possession of the unit, there have been multiple disturbing instances that required police intervention – one of which involved a machete. On September 12, 2023, Ms. ****** stated the following to THRE in writing: “I swear y’all f****** with my mental and straight trying y’all self. F*** working with y’all. I swear to god. I’m not being friendly anymore. I’m done dealing with you all . . . An[d] tell Katie I’m coming for her too . . .” Katie is an employee of THRE. In response, THRE sent Ms. ****** a notice stating that it took aggressive behavior, generally, and threats against its employees, specifically, very seriously and that it would not be renewing her lease. 

  Customer Answer

  Date: 10/09/2023

  They have been doing nothing but attempts of retaliation. Defamation of character and discrimination. I am not the only tenant they have these problems with. I think the company is fraudulent and trying the best from be exposed.

• Initial Complaint

  Date:12/20/2022

  Type:Product 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.

  After writing an email to the company's President about the shortcomings in the service I had received. Towne offered me a refund of $402 for a cleaning charge and one month of lost rent ($1350) for a total of $1752. In return I agreed to give them a second chance at handling my property. The offer was made to me via email on November 19th, 2022 and I had accepted the offer via email on November 28, 2022. On November 29th, Towne had provided me with a 90 day notice that they were ending our contract (this was after I accepted their offer to continue using their company). To this date I have not received my refund for acceptance of their offer. I will provide the supporting documentation of my list of complaints from their management of my property, as well as the offer of the refund and the acceptance of the refund. Thank you for assisting.

  

  Business Response

  Date: 12/23/2022

  ***** **** wrote his initial email to Towne Housing Real Estate's Owner/President and Director of Operations on November 8th 2022. This email (attached "My experience thus far with Towne") outlines multiple issues and concerns he has had with the company since signing onto our management agreement in April 2022. Due to the length of this email, there was a delay in response to ensure all concerns were answered for. The owner of Towne responded on November 19th which gave reasoning and explanations to all matters Mr. **** outlined. We had even gone as far as terminating employment with one of our employees due to one of his complaints.  After further back and forth it was clear Mr. **** no longer "trusted" our company to provide him with our service. Once this trust was broken between client and service provider, we were not willing to engage in a further business relationship. With ample notice, Mr. **** was told we would be ending our services effective February 28th and that a refund would be provided to him for the missteps. The opportunity to be provided with recommendations on a new property manager was offered as well.  The Owner of Towne Housing agreed to refund $1,752.00 for the cleaning and lost rent that was outlined in the first complaint to the BBB. This refund was conveyed to our accounting team on Tuesday, 12/20 (email attached "Request to refund") to refund Mr. **** at the end of the week. The refund was issued to him yesterday, 12/22.  Therefore, this BBB complaint is conflicting as it seems the complaints lies in a refund he already received. We will be ending our management agreement effective immediately to avoid further false accusations.   Thank you  Elizabeth D***** Director of Operations 

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau: Thank you for your assistance.  I received the refund after filing the complaint with your agency. A few things to note: By the director of operations own admission I had received the refund on 12/22.  I have attached a screenshot of my owner portal showing that the refund was received on 12/28, not 12/22.  The original complaint was filed on 12/20.  This was not a false accusation, as at the time of filing the refund was not received and was approximately 3 weeks late (from the acceptance date of the refund agreement).  The refund was accepted by me on November 28, 2022 and received exactly a month later on December 28, 2022. Additionally the response by Towne indicates that they will be ending property management with me effective immediately.  If they do so that will be a breach in their contract, paragraph 8.2 8.2 Termination by the Manager. The Manager shall have the right to terminate this Agreementupon ninety (90) days prior written notice from the Manager to the Owner. I appreciate your assistance in this matter and I hope that they honor their obligations for the remainder of their term as my property manager. Happy Holidays,  ***** **** 

• Initial Complaint

  Date:05/30/2022

  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.

  I asked towne housing for my security deposit back it’s been a whole month and there still not sending it because somebody in accounting isn’t there. I asked what they wanted to do to make this situation right and they told me to call a lawyer.

  

  Business Response

  Date: 05/31/2022

  Hello, This former tenant was not told to contact an attorney. They are disputing their security deposit reimbursement because they want to use the money for their June rent on their new place. They are getting the refund that is owed to them and the check has been cut, signed and ready to be picked up. This should no longer be a concern or a problem for them. Thank you, Elizabeth D**** Director of Operations###-###-####