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:06/11/2024

  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.

  IIP management will try to scam property owners. The pretend to not receive emails even when there were read receipts. They also refuse to answer any charge that is on a bill and threaten collections, even when they verbally agree to ending a contract, ask for a 30 day notice which reiterates the verbal agreement, but still try to charge for ending the contract early. IIP management will also enter your property and make updates as they choose, without permission, with horrendous work. They will admit to the work being below their standard but force the property owner to pay out of pocket to fix it. They will also charge for work like seasonal HVAC but never perform it. (Cameras and smart lock have logs) But if you contest any of these charges they drag out their responses, never answer any questions and threaten to take you to collections. This company is purely a scam and I can’t imagine how they treat their renters if this is how they treat their property owners.

  Business Response

  Date: 06/24/2024

  We have corresponded with Mr. ******* and thoroughly documented all interactions. Upon reviewing our records multiple times, it is clear that no maintenance work has been performed on Mr. *******'s property by our team. Our statements corroborate this fact. The only charge related to maintenance services was a $160 HVAC fee in September 2023, which was refunded as a courtesy this year. The statement reflecting this refund is attached for your reference.

  
  Mr. ******* claims that we owe payment for work that was allegedly completed, but we want to clarify that IIP Management has not conducted any maintenance or service tasks on his property. Specifically, we did not undertake any work on the baseboards, which is central to Mr. *******'s argument. He engaged his own contractor for this task, and we did not bill him for any such service.
  The charges applied were solely for inspections and quality control assessments to oversee the work of his contractors, as requested by Mr. *******.

   

  Regarding termination fee - please note that the only process to waive this fee requires review and written confirmation by higher management. None of our team members have the authority to waive this fee, and they are instructed to promptly request written confirmation from clients directing their request to their supervisor. As per the contract terms, the termination fee remains applicable and cannot be waived. We have requested the client to provide written confirmation of their communication regarding this matter, but they were unable to do so. Therefore, the early termination fee stands as outlined in the management agreement.
  

  At this time, the clients account balance is at negative $292.07 which requires funding by the client. 

  Documention and communication recoreds are attached. 

  Customer Answer

  Date: 06/27/2024

  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.

  IIP management does not have the policy posted anywhere and accepted the mutual termination of contract from both Iman and Virginia. Please see email attachments.

  IIP management admitted over the phone that it was their contractors that did the work. They looked at the photos in the email and apologized for the low quality of work. In that same phone call, they agreed it would be best if we parted ways. The timestamps of the emails corroborate this. It is also suspicious that items were replaced consistent with their estimate that I did not agree with. IIP management is either ignorant of what occurred or outright lying.

  As the attached contract states, the early termination fee (2h) is only applicable if the Broker (IIP) initiates the termination. Both sections 1 and 8 cover this. It also states in section 11 that their personal representatives, heirs, successors, and assigns, can make modifications to the contract. This does not specify upper management only. This would allow Iman (manager) and Virginia the ability to accept a written notice that mutually terminates the contract, without an early termination fee.

  
  Regards,
  
  *** *******
  
  
  
  
   

  Business Response

  Date: 06/29/2024

  Thank you for your response. We have reviewed your points regarding the contract. It is noted that any amendments, modifications, or alterations to the terms of the agreement must be explicitly made in writing and executed by all parties involved, as stipulated in the "Binding Agreement" section of the contract. This clause ensures that all changes are formally documented and mutually agreed upon, providing clear evidence of any updates to the original terms.

  
  Additionally, it is important to clarify that the termination of the management was initiated at your request, not by the Broker. Therefore, any early termination fees or modifications should be formally documented as required by the contract.

  
  Furthermore, our team has not performed any work on the property; hence, you have not been charged for any such services.

  
  To resolve this matter and part ways amicably, we are prepared to offer a credit to cover the current deficit of $292.07 in your account. This credit will fully close out your account. We hope this resolution is satisfactory and look forward to finalizing this matter.

• Initial Complaint

  Date:12/08/2023

  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.

  It is now December 8th and manager of IIP states they sent our deposit refund check in the mail on November 30th. I reconfirmed our address with the manager multiple times and she even stated that’s the address they sent it to. Our deposit was $2,850 and when we got our deposition back a couple days before the 30th of November it had a bunch of fraudulent charges that we didn’t agree on and should never be charged. When asking the manager about these extra charges and how to dispute them she just keeps avoiding the question. Now we believe that no check was ever sent in the mail for what’s legally owed to us and that we won’t get a response at all for any of the fraudulent charges to what should be owe back to us since we left the house legally with mostly just normal wear and tear. We have all our proof on how we left the house and we have been asking in multiple emails to show the receipts and proof of the excessive wear and tear or damage and cleaning that they are claiming and charging us for. We been asking multiple times to just give us back what’s legally ours but now we’re afraid that we won’t see any of our deposit return and will have to go the legal route. Again, we are asking to show proof of any of these extra charges to compare the proof we have to prove that It’s legally excessive damage or wear and tear. Also we want our deposit refund actually sent to us to what’s legally owed to us.

  Business Response

  Date: 12/11/2023

  Hello,

  We confirm we received this complaint. We are attaching the signed lease document and have highlighted sections pertaining to this complaint. Please reivew the Addendum - Settlement Charges Guide Addendum - this outlines items that get charged for non-wear and tear items. 

  We are esclating this to the supervisor to review in full on the charges. We will be reviewing the photos of before move/post move to verify the charges that were debited from your secuirty deposit are valid. 

  Please allow 15 business days for the review of this with our supervisor. 

   

   

• Initial Complaint

  Date:09/15/2023

  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.

  ON 8-13-2023, I PAID A APPLICATION FEE OF $49.00 TO FINDIGS (ASSOCIATED) WITH IIP MANAGEMENT, FOR RENTAL PROPERTY, I WAITED 2 WKS AND NEVER HEAR ANYTHING, SO I CALLED THE RENTAL AGENT (KERRI *. J****, WHO TEXT ME BACK 1 WK LATER, AND SHE STATED SHE WOULD FIND OUT SOMETHING, WELL IT WENT ON ME CALLING AND THEN SHE SAID (ON 9-7-2023 THAT THEY NEVER GOT MY APPLICATION FEE, (WHICH WAS NOT TRUE, SO I SENT A TEXT WITH THE RECEIPT TO SHOW THAT IT WAS PAID, SHE THEN STATED SHE WOULD GET BACK WITH ME, AND HAS NOT GOTTEN BACK TO ME AS OF 9-15-2015. ON 9-8-2023 SHE SAID I THOUGHT SOMEONE TOLD ME THE RENTAL PROPER WAS RENTED. BUT NO ONE HAS SAID NOTHING TO ME. ALL I WANT IS AN APOLOGY AND MY $49.00 BACK. THE COMPANY IS BAD NO COMMUNICATION, NEVER GET BACK TO YOU , I LEFT SERVERAL VOICE MESSAGES AND NO ONE HAS EVER CALLED ME BACK. THANK YOU.

  Business Response

  Date: 09/28/2023

  We have addressed this tenant concern. This issue with on the part of the payment processes through the system - we have contacted the processor and the client and the refund of this $45 is being returned. Natalie handled the communications. We ask for this complaint to be closed as this was already resolved.

  Customer Answer

  Date: 09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****
  
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service 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 have been in contact with Kerri in regards to a property. I submitted my application Friday 4/7/23 and let her know via text it was submitted during business hours she replied back at 3:15am which I found quite odd but nonetheless I proceeded with application. I reached out to the company via the phone number listed on their website over 10x during business house I pressed multiple promts and was unable to reach anyone for hours. I finally was able to reach someone by pressing the promt stating i wanted to buy a home and she transferred me to the person in charge of applications I told this woman the property address and she says it has already been rented I asked how whenI applied friday they are closed on weekends and it is now Monday. I then asked was I at least approved she says she does not know she did not look at my application she then goes to say the other person applied friday as well but she only said that because I did. I then asked for her direct number so I can reach her if the other person does not pay deposit she gave me a fake number I feel uneasy because this company now has my ssn and it is obvious the staff is incompetent

  Business Response

  Date: 04/11/2023

  Multiple people from our Company have communicated today with the Complainant regarding her issue; including a telephone call which explained our application process.

  While we may have miscommunicated with the Complainant prior to today, we did explain that there was a prior applicant for the same property who did ultimately pay the required security deposit.  We often receive multiple applications for the same property, and review them in the order in which they were received.  In this particular case, while the timing was very similar, the Complainant's application was received AFTER the successful applicant and therefore could not be approved.

  We apologized to the Complainant for any miscommunication and offered to move her application to any other available property listed on our website.

  There is no "fake number" and we safeguard every applicant's personal information.  Our response time to the Complainant on the status of her application was 2 business days; well within industry and our Company standard.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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 paid rent in full, in office, at 57 alpha Dr, on Tuesday August 30th 2022 via money gram orders. Received calls today, Wednesday September 7th 2022 about outstanding balances on my account. Prior issues with IIP management has been as follows: over charging for utilities (water/sewer), they charge $75 for first adult and additional $25 per person after. I have lived at this residence for almost 3 years, have paid water/sewer personally the entire time. Never has the cost for water/sewer (combined) have been $100 or more. The bills average between $70 to $80 for the entirety of my presence at the residence. Property manager Kerri will not respond to contact in regards to my concerns. Owner of property was personally made aware of maintenance issues when property was brought a little over a year ago. Owner refuses to address failing foundation that has led to leaking/ flooding basement, and open drains from decommissioned basement bathroom, further resulting in heavy mold and mildew in basement.

  Business Response

  Date: 09/09/2022

  We have directly contacted the complainant and have resolved or are in the process of resolving all of the stated issues. In summary, there was an accounting issue that caused the complainant to be double-charged rent for the month of September. This has already been rectified and communicated with our apologies. As to the utility charges, we are the property management company that manages the Complainant's residence; having only recently taken over management of this property on June 16, 2022. The Complainant recently signed a lease renewal with us effective September 1, 2022, in which the total water and sewer charges increased to $100.00 per month - a slight increase over what she had been paying per the terms of her prior lease. The charges are legitimate and documented in the lease, with her signature (please see attached lease, section 21, "Additional Utilities Addendum"). Perhaps this was just an issue of understanding, which we now believe to be clear and no longer an issue. As to the issue of the basement, we have only been managing this property for about 10 weeks; the Complainant's concerns relate to a period in which we did not manage the property and therefore had no knowledge of the issues. In the time we have managed the property, we did not receive any work orders alerting us to any issue regarding the basement. Now, having obtained knowledge of the issue, we have reached out to the Complainant, entered a work order, and will research the concern. We apologize for any miscommunication but have had conversations with the Complainant and have either resolved or are in the process of addressing each of her issues. Thank you.

• Initial Complaint

  Date:07/23/2022

  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.

  IIP Management is the property manager for my rental property in Garfield Heights. When I purchased the property back in November 2021, it came with a POS report noting that certain repairs needed to be made within 12 months of owning the property. IIP quoted me $3,700 to get everything completed on the list by their repair team and I sent the money on December 10th. As of July 16, 2022, none of the items on that POS report have been completed and I did not receive half of the rent distribution for the month of June and did not receive 100% of the rent distribution for the month of July. I have decided to terminate my property management contract with them and now they are holding onto $5,692.50 of my money. They are arguing that they need 90-days to reconcile all expenses and charges.

  Business Response

  Date: 07/26/2022

  While the POS repairs were partially delayed by an error our part, it is important to note that the repairs in question were to be exterior repairs, and in no event would have been completed prior to at least April due to winter weather conditions.  While we could have handled the process better, it is not factually accurate that we delayed since November.

  As to the funds issue, we distribute all available funds on a monthly basis to this property owner as per our Management Agreement.  The funds specifically contributed for the POS repairs were held for that purpose and not paid as part of the regular distribution.   Now that our management of this property has officially terminated, we have 90 days from the official date of termination to provide a final accounting and to send the final distribution.  It is not, and has never been, our intent to hold the entire balance the full 90 days.  We did communicate this to the Complainant PRIOR to his lodging this formal complaint.  In addition, I reached out to the Complainant by telephone this afternoon and offered to provide an interim accounting and distribute the bulk of his balance by the end of this week, as we had offered last week.  I explained that we have to hold some funds on deposit (per the terms of the Management Agreement) to cover bills or invoices that come on after the date of termination.  Though remaining disappointed in our service level, he agreed to the funds disbursement as I had proposed.

  I do apologize that our level of service fell short in this case, and wish the complainant good luck in his future endeavors.

   

• Initial Complaint

  Date:06/23/2022

  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.

  Hello, I had a contract that was recently terminated by IIP management and they have not officially closed the account nor returned my funds in said account (see attached). I am the current owner of *** ********** ****, which was recently terminated in agreement in May 2022. The home has been under contract for nearly 3 weeks with an Akron OH area agent and will be finalized in a sale two weeks from today (7/6/2022). Please close this management file (as the funds are still there and i have not received a response to my emails or certified letter with thisnsame request, there is no reason for the account to still be open at all) and return remaining account proceeds to me (see attached). Once contacted, I can provide direct deposit information (as I provided in my certified letter - a voided check was attached) Thank you.

  Business Response

  Date: 06/24/2022

  Thank you for the opportunity to respond to this concern.

  We are a property management company that was engaged by the complainant to manage his property located at *** ********** ****, Akron, OH 44320; the management contract was executed 11/19/2021.  The property was vacant as it came under our management, and has remained so to this date.  The property is in need of repairs to bring it into rent-ready condition.  Though IIP Management has fulfilled its obligations in the form of performing inspections, completing the rental registration process, and providing an estimate for the rent-ready repairs, the complainant has been non-responsive to us and has neither funded the necessary repairs nor informed us of his intentions.  This breach of the terms of his Management Agreement with us is the cause of IIP Management terminating the business relationship effective 5/25/2022.

  Contrary to the complainant's assertions, he has been informed of our actions and has also been informed that account closeouts take 60-90 days to complete.  It was only in an email received yesterday at 4:55 pm that we received an inquiry from him( which we already responded).  In any event, the charges on his account for management services exceed his available funds (due to his not keeping his account adequately funded per the terms of the Management Agreement).

  Though a moot point now, we are unsure as to what the complainant's intentions for this property ever were, as he did nothing to bring his property into a rentable condition and was non-responsive to us.  For these reasons we find his assertions to be completely baseless.

  Customer Answer

  Date: 06/24/2022

  I also submitted an email 6/17/2023 (attached) with the same detail verbatim, without response. I resubmitted the same email 6/23/2022, and receiveda responseonlybecausei contactedthe BBB. I also submitted a certified letter (in transit) requesting the same detail. 60 days is not sufficient for such a situation. My request is still teh same on day 30 (notice issued May 24th, 2022). Closure. Return funds. I have included a check in the attachments for direct deposit information. Today marks day 30, there are no ends to tie up with the property and should have been closed quickly. The period had already ended, and I wasn't issued an owner statement for last month, so there is certainly no activity to speak of and the account is certainly dormant and closed due to not being issued a recent owner statement. The other details surrounding management are not relevant as the only issue is closure. 30-60 days is sufficient if there are other matter to closeout, etc, but being that owner statements are not being issued, there is no one in they've placed in the home (still vacant and is in contract), there is nothing to undo in terms of management that would take 60 days (we are at day 30 today). The property entered contract after the notice to term management, and will close sooner than the period to which IIP management designated as time to close the account. This period may simply be used to extract $50 dollars each month for a dormant property, which in this case, is uncessary. My sale of this home will close in 13 days. This side of management should have already been closed. SN - AppFolio, the service that remits payments for owner cashflow and where owners can submit cash to fund the property for management, has not been accepting deposits from owners for more than 2 months (attached), and they still haven't remedied this issue present day, and the workaround was not viable for me, so I started looking for agents to sell the home, I found one after the agreement was termed, entered into contract, and is set to close soon and this side of management still hasn't fully closed the management agreement. How long would it take to close out a property that work was never performed on or never had a tenant placed in??? Not long at all. I am not interested in checking back week after week. Please close the account and deposit my funds into the Fidelity account attached. 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,
  
  ***** ********