ComplaintsforTorres Turn Key Property Management, LLC

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was advised that once I completed the application process I would be able to view the property and then move forward if needed. I was also advised it would take five days for the application process, I called on the date for an update and was told it would take two to three weeks for information. I advised this wasn’t advertised and I will like to view the property. They informed me they would be in contact with information once the application process was completed in two to three weeks and don’t want to argue about this.

  

  Business response

  03/07/2024

  Hello, The fee is non refundable , it states it on the application before submitting it to be processed.Im not sure who you spoke to in regards to the waiting 2-3 weeks, but the faster you get us what we need to process your application. We can show you the property. Im sorry for any miscommunication ,not sure who you spoke with ,but we just left you a message today about your application today. Please feel free to give our office a call if you want to proceed.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted an application on September 25, 2022 I paid my $20 for the application fee and I heard back from someone she told me to resubmit my paystubs and license I did it and she said that she will determine what I could afford as far as rent and which properties I would be able to see I have a called over 20 times Trying to get an update trying to speak to someone and I’m getting the runaround the person that supposed to be answering the phone do not answer and constantly sends people to voicemail

  

  Business response

  11/09/2022

  Hello,I looked up our application and you were told back on 10/28 that your application is not approved due to a bad landlord reference. We have policies that we go by for processing applications. Im sorry but you are not approved. 

  Customer response

  11/09/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, ******* ******** I was never contacted by anyone stating that I had a bad landlord reference will make sure that i take this matter to the proper officials being that the truth was not told.I have proof nobody never called me on that date 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I gave them a $20 money for a background check in order to go through them to find an apartment. Over a month ago they told me my background check cleared. And next is setting up appointments for me to see apartments. I have called them 5 times and the same guy tells me someone will call me back. Still I haven't geard anything or viewed any apartments. Online they only show the outside of the apartments or houses. I am very unsatisfied and disappointed. I no longer want to use them. They are unprofessional

  

  Business response

  08/15/2022

  Hello, I am reviewing your application. I see that we have called you to request income because the income we received from you is not accepted and we need a landlord reference..We called you July 5th and the following week and we couldn't leave. a message due to your voicemail being full.After a couple weeks of reaching out we filed your application.

  Customer response

  09/14/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I paid my $20 application fee and took them my income information from my job. They told me my background check was good. Then I hadn't heard anything else. I have called them at least 10 times, the same guy answers the phone and takes my information and nobody calls me back. Nada Torres emailed a week ago me stating they have been trying to reach me which is not true and she stated that my income information from my job wasn't acceptable, which doesn't make sense. I am extremely dissatisfied with Torres Turnkey. I wonder how many people give them a 20 application fee? And they don't try to help anyone get an apartment. At this point I don't want to do business with them. And I feel I am owed my 20 back.  Regards,  ******* ******  

  

  Business response

  09/20/2022

  Hello, We have policies and procedures . Your income you provided was one sheet with history of payments. You did not provide me with  a stubs for the month. You filled out your application back in June and we did reach out and your voicemail is full. After reaching out a few times we do file your application away. There is also a note on here that we were waiting on a Landlord reference call back as well. 

   

   

• Initial Complaint

  03/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I gave properties to Daniel and Nada to manage and it has been an absolute nightmare! We started our contract with them on 9/22/2021 and ended it 02/01/2022. We gave them 30 day notice as per the contract. This company provides such lousy service and do not do their best to collect rents as per their duty, since they automatically take their fee beginning on the month. We decided to cancel our contract with them. Also, they did some repairs that the city inspector called unacceptable and we had to redo them which costed me time and fines. They also never answer the phone for tenants and then the tenants call the city for not having anyone to reach out to. Torres did not do their job! They also made a few “mistakes” on previous payouts which only when I caught it , did they correct it. Of course all the “mistakes” were in their favor. Ever since we notified them that we are canceling as per the terms of the contract they suddenly didn’t respond to me or give me their fiduciary duty of disclosure and accounting. They stole money from me with no explanations even though I begged for explanations and they gave me a 1099 for $29,477 when I only got a total payout of $27,607.63. They took money off repairs that didn’t happen or wasn’t agreed to and I have other amounts confirmed on email with them. We had an agreement that they need to confirm with us first. The numerous times I contacted them just to be ignored… all I wanted was to get a response and fair dealing. They don’t want to give me any explanations for anything and refused to give me back the extra money they took. Perhaps you can help me get some answers here. Thank you

  

  Business response

  05/23/2022

  Business relayed to BBB: They weren't satisficed.  That is fine, they can go elsewhere with their business.  When it was time for separation they had some questions.  They had questions about the 1099 form.  They had some book keeping issues.  I had told them that I don't handle that and I gave them the contact of the business that does this for me.  I am not a tax guy.  It's a daughter and father that are involved.  The daughter will ask me a question and then the father will ask the same question.  The father is old school.  He takes notes or doesn't write things down. The daughter will then get a whole different story.        

  Customer response

  05/24/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I don’t understand why this company cannot just give a straight answer. My accountant reached out because the numbers were off as I explained previously with detailed  calculations. Anyone can see that the numbers are off and don’t make sense. There has been no explanation why the numbers were off. We did not ask Torress to do accounting, but rather give an explanation /and or fix the 1099 they gave me which is incorrect. Everything they wrote is a complete lie. All we asked is why they wrote that I recieved more than I actually did. My accountant has also reached out via email to ask them how they got to their numbers which are completely off and they are ignoring him as you can see from the attachment, still no response . A company that is honest would have nothing to hide and no excuses they would respond to either explain or fix the mistake, not act so unprofessional like this. This is so unprofessional from them to try to blame me for their incompetence and deceit as well in their responses. Any other company would just provide an explanation without all this back and forth. It shows they have something to hide/ untruthful/ scam since they cannot respond “straight” and honest.  Regards,  ***** **** ********* ***

  

  Business response

  06/06/2022

  Hello, We have tried everything in our power to give any answers and explainations of all of your questions on several occasions. We understand the answers may not have been to your liking. Never the less we have not been absent in our responses, but have maintained our professionalism and will continnue to do so. The 1099 was issued to FD Capoitol directly from our managemnet software company that is also the system that houses all transactions and information regarding your companies properties. The explaination of why the 1099 was issued with it's numbers was given to your company by us as well as we explained to you that you have the option to contact our company support (via *******) team and they will provide all answers to any of your questions as to why the numbers are what they are and how they came to those numbers. We then spoke again after that and I explained again our answer as well as the answer that ******** gave me on 1099's and how they are created. To be clear, while we managed your properties we spoke to your initial accountant and assisted her with all that we could with no issues. Four months after you terminated your contract with us another accountant reaches out to us in attempts to gather information and answer the same questions that we answered for you when you asked initially. It's against out policy to discuss any of our previous clients accounts and information with anyone to protect all clients as well as stay true to business ethics. You made it clear that all you wanted was " a simple answer to a simple accounting question ". I agree that statement and ask that you refer to your CPA to answer that on your behalf. The 1099 we sent is 100% accurate and there are no issues with the numbers. I believe your just not clear on why the numbers don't match on your side, which I can understand that mindset. Our company stands behind our system and every aspect of what we do. We work very hard daily as a staff to provide every client with the best experience. We do apologize again your experience wasn't to your stasfaction. As stated in our last emails and communication from us to your company, We wish you nothing but the best and much success!

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well I've been living here for the past two years and all the tenant property does is collect rental arrears, I've complained over and over again about my grievances even had a formal complaint against them with the neighborhood services center where an agent came to the property and nothing has changed, they couldn't come back for a second visit due to covid-19, The issues are as follows, big out of control infestation of rodents, roaches and bed bugs, I have thrown out food, clothes and TVs, I have pictures of the infestation, I cant keep food in the refrigerator for myself and my two children also cannot cook on the stove due to roach backings and fur from the rodents inside of the stove, I have paid them rent prior to the grievances but still nothing has gotten taken care of I have holes in the ceiling and in my bedroom where the cold air from outside seeps in, also I just recently gave birth so I'm on leave, They also went against privacy policy for tenants/ landlords by telling the neighbor some things about myself/residence, They also informed me about an eviction in a not so professional manner, honestly I do owe them back rent, but when I was struggling to pay the rent because I'm a one income household they still weren't taking care of all the grievances they have sent the exterminator out but he didn't do the job efficiently and had informed me that my landlord never told him about the rodent issue. Also I'm more than certain I'm paying too much to live here. When I first moved in I didn't know that everything that was wrong they covered it up with a good paint job. I do not have my cord to upload the documents but as soon as you need them I will be able to do so. If there is a certain email that I have to send it to or a phone number please either email or call the above phone number. Thank you

  

  Business response

  12/28/2021

  Hello,The tenant moved in back in July of 2019 , she did a fubak walk through with no conversion at the time The tenant originally downstairs moved out due to this tenants cleaniness and the way she up keeps. We have had numerous exterminator out there and they all stated its due to her upkeep. We have sent exterminator for Bedbugs and Roaches. We have sent Her a vacate notice back in  June off 2020 due to her up keep and her owing rent. Se has been telling us that she is moving out and being placed in emergency shelterer from DSS. She is the cause of this infestation on what is going on.I will be sending another exterminator out and do a inspection there agin to check up on the upkeep of the unit . She is the cause of all of this.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently reside in a home where my family and I have lived for a little more than a year. From day 1, we encountered problems from the tenants next door who rented the downstairs unit of multi-family duplex. For weeks, I cringed and bit my tongue as I watched helplessly, looking out of my living room window at these people living out text-book ignorance. It was the negative stereotype image played out in prime-time news night after night. I’m talking about getting up early in the morning, fully dressed as if they were going to work, just to occupy the front porch all day long with your run-of-the-mill, ghetto Baudville and variety acts. They were loud and they were obscene 24/7. They condoned their friends and family who parked in our driveway and encouraged them, out of retaliation, to make disparaging remarks to my husband and me because we had to constantly remind them that our driveway was private property. After several calls to 911 due to verbal altercations and noise violations, I was encouraged to reach out to my local Neighborhood Service Center. They were instrumental in getting the tenants evicted, but they continue to come back daily even after it was reported that the matriarch made a verbal threat to shoot up my house. I have reached out to the management office, and the owner of the house, James Elmer B******, who resides in San Francisco, CA, but to no avail. And still, the former tenants show up every day, sitting in a parked car only to walk up to other random cars appearing to make a clandestine exchange through the window, and returning to the parked car to wait for the next driver. Additionally, there are chestnut trees in the backyard and a bordering oak tree, which are also problematic. I was told by the management company that the trees would be removed, but later informed that they were waiting to hear what the owner wants to do. Can't help but wonder who exactly is complicit in the dubious but highly plausible illegal activity.

  

  Business response

  11/12/2021

  Hello,We recently just had a inspection with the City  and cleared all of the C of O violations there. There was one violation on cutting down branches which we did and it cleared with the City.We also just got notified of an audit due to this neighbor. By law we can't just evict due to what you might think is going on over there. We have sent letters and called all tenant about the issue.  We also have been doing inspection quarterly. The neighbor main concern is the walnuts dropping on her driveway. I have been in touch with the NET office as well to straighten out the issue. Here are pictures of unit 1 for one of out inspections.

  Customer response

  11/15/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I reject the company's response as it is irrelevant to my complaint.  My concerns are not whether their C of O is in compliance with City regulations.  My issues still stand from my original complaint.I would strongly advise the company not to use deflection and avoidance as their defense strategy.  While my speculations of the illegal activity have not been proven, the evidence, which I have obtained from over a year of observation, would be very compelling in a court of law.  I'm all for capitalism, but when it is at the expense of destroying neighborhoods and bringing down property values, slum lordship has to be held accountable.  Also,  to have the entire house shutdown due to illegal activity from one unit would, shamefully, eliminate income from the remaining units simply because you choose to neglect my warning.My goal, however, is to avoid legal actions; which is why I have been reaching out to this management company and the owner since the beginning of the summer.  My hope was that we could work amicably together, but they opted to ignore me.  If anyone from the management office had even bothered to take the time to come out and, at the very least, investigate my concern, they would know that these are not walnut trees on their rental property.  Additionally, the branches that were cut to satisfy the requirements for the City does not negate the branches which protrude over my property: specifically, my driveway and garage.  The mess these trees have made has been nothing but a nuisance and a hassle.  They are clogging up the gutters on the garage, and if not addressed, could cause further damage to my property.  My husband and I had 5 trees removed from our property this past spring, and it was not cheap.  We are not assuming the expense of having these very large branches and bordering trees cut down.This is not going away.  I am not going away. I will continue to escalate this matter until resolve has been met, be it civilly, criminally, or both.  I recommend, however, that the management company and owner take this matter seriously.   Regards, ****** ****** 

  

  Business response

  11/15/2021

  Hello Mrs. ******,Our intentions are to answer responsibly as well as honestly. We take pride in our work and in no way promote lesser living conditions for anyone. There are guidelines to what homeowners are responsible and aren't responsible for. I would consult with an attorney or any official that can provide that information to you. We are and have done all the right things on our end with regards to the property we manage. We have also been to the property both recently as well as in the past. As per our previous response, we were there several times over the past month, along with the city officials, while acquiring the brand new C of O. The city officials who enforce all code violations cleared ALL of the open violations for the property we manage. To be clear, we are in no way violating any law or any rights of anyone. Legal actions are always an option if rights have been violated, laws being broken is in the hands of Law enforcement. With that being said, I hope after getting legal counsel you will have some closure to your concerns. Thank you. 

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