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:08/06/2024

  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.

  The Braden Group failed to remedy a toxic mold issue in the house I was renting from them, located at ********************************************. On June 10th, 2024, I certified mailed them a notice of intent to vacate and terminate the lease if they didn't cure the issue within the required 14 day cure period. After they failed to remedy the issue, I moved out and terminated the lease on July 1st, 2024. On July 11th, I was notified via text message that the received my request to return my deposit and were denying the request to have my deposit refunded to me. I have attached my lease agreement, the text messages with Braden Group, the letters that I mailed certified mail and the results of the mold test swabbed from the **** return in the rental house.

  Business Response

  Date: 08/06/2024

  Unfortunately, due to the nature of the tenant(s) refusal to answer our questions, in writing, once the certified letter was received, management could not make a determination whether or not the tenant would like repairs completed, or if the tenant preferred just to move out. We have attached all communications with both tenants to show that once the certified letter was received, we offered to make the repairs, but were met without a direct response. After 6/13/2024, the tenant stated that they would no longer be communicating with management, and the tenant refused to communicate whether or not they would like repairs remedied. We made sure to notify both tenants, in writing, that if they chose to move out, it would be considered a lease break, which would forfeit any and all deposits, and would have to be reported on their rental history. Attached is also the signed lease, stating this information, which the tenants agreed to upon signing the legal document.

  This is also after several text conversations asking the tenant to please submit work orders online to have repairs done, and the tenant's refusal to do so.

  It also appears that the mold report provided by the tenant shows no sign of black mold (Stachybotrys chartarum), which means there was no risk to either tenant's health by the presence of Stachybotrys chartarum.

  We are sorry, but due to the tenant(s) refusal to answer questions, refusal to notify us if repairs are complete, and refusal to answer us at the end of their tenancy, we cannot approve that the deposit be sent back.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  A work order was entered on 05/03/2024 for the water damage in the hallway. Nothing was done about the reported water damage issue. The company sent a contractor to snake a drain and then left the water damage that was initially reported. After I discovered the black mold from the water damage, I sent them a letter via certified mail requiring that they repair the damage within 14 days or I will terminate the lease and vacate the premises. The certified mail letter is attached for reference. They refused to repair per my letter sent in the format required by the laws set forth by the state of ********. Instead they text me saying they received the letter and stating that I needed to open another work order in order for them to address the issue reported in the prior work order on 05/03/2023. After the 14 day cure period had expired, I moved out of the house, per my rights as a tenant. 

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

  Business Response

  Date: 08/09/2024

  Hello!

  Per the previous attached file of all conversations with both tenants, we specifically asked via text message whether or not the tenant would like us to repair the issues stated in the certified letter, or if they would terminate the lease. We never received a solid response from the tenant. We will not be sending back the deposit return, we apologize, as the tenant refused to notify us in the proper manner (online through the tenant portal, as stated in the tenant orientation packet and initialed by both tenants), and would not give us any solid answer on whether or not they would like the items repaired, or if they would prefer to move out. We apologize, but there is nothing more we can do, as the tenant refused to cooperate, and moved out, therefore forfeiting the deposit, as per the lease terms.

• Initial Complaint

  Date:05/22/2024

  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.

  I am writing to formally file a complaint against Braden Group ******************* located in *************, regarding the unsafe and uninhabitable living conditions in the property I am currently renting/co-signing - **************************************************************** Despite numerous attempts to resolve these issues directly with the management company, the situation remains constant, posing significant health and safety risks to the tenants of this rental property. Since July 2023, I have experienced continuous and severe maintenance issues, including but not limited to:HVAC : Persistent problems with the heating, ventilation, and air conditioning system have resulted in an uncomfortable and potentially hazardous living environment.Improper Venting and Carbon Monoxide Risk: Improper venting has created a serious risk of carbon monoxide exposure, endangering the health and safety of the occupants.Gas Leak in the hot water tank Plumbing Issues and Raw Sewage Overflow: Ongoing plumbing issues have caused raw sewage to overflow both inside the house and underneath it. This has led to an intolerable and sickening odor permeating the living space. On numerous occasions, we have been instructed not to use indoor plumbing or water due to these issues and have had to leave the property and find other places to live. Despite reporting these problems, repairs are often delayed by days or even weeks, and the issues repeatedly recur.These conditions are not only inconvenient but pose serious health risks, making the property uninhabitable. Given the persistent nature of these problems and the lack of timely and effective resolution, I have requested an early termination of my lease without penalties, effective May 31st, 2024. However the management company has consistently stated that they cannot proceed without the owner's approval, which they have not yet obtained. I am seeking your assistance in facilitating communication with the property owner to expedite the termination of my lease.

  Business Response

  Date: 05/23/2024

  Hello! We have resolved all plumbing and HVAC-related issues over the last 9 months, and almost all of the sewer line under the home has been replaced. The air conditioner was confirmed to be fixed as of 5/17/2024 at 1:05pm by one of the named tenants on the lease. The tenant also confirmed that our contractors pumped out all sewage under the home, resolving and smell on 5/15/2024 at 1:36pm. All work requests were completed within the limits of Oklahoma statutes.

  As requested on May 15th, 2024 at 8:58am, we reached out to the owner on the tenants' behalf, and have been communicating with the owner daily since. The owner requested more information, and we have been sending them all documents regarding the concerns. We have not gotten a decision from the owner, but have been communicating with the cosigner on a daily basis to ensure they know we will reach out once the owner has made their decision. We unfortunately cannot approve an early move out without penalty without the owner's consent. We have confirmed that all concerns regarding plumbing and air conditioning are resolved, and have not been notified of anything further. If there are still ongoing issues, please reach out to management to let us know.

  We have attached communications, and records indicating that the work orders have been completed. We also attached communications showing unresponsiveness from one tenant, so we were unable to ensure that everything was fixed. If you have any further questions, please reach out to management. Thank you!

  Customer Answer

  Date: 05/23/2024

  
  Complaint: ********
  I am writing to formally reject the response from the owner of the property regarding the alleged resolution of the ongoing maintenance issues. Despite claims that the problems have been "fixed," the same maintenance issues continue to reoccur, as documented in our maintenance records. These recurring issues clearly demonstrate that the repairs are not being performed adequately and are merely temporary patches.I wish to terminate the lease effective May 31st, as these unresolved issues make it untenable for us to continue residing in the property. The pattern of recurring problems, coupled with inadequate and temporary fixes, has eroded our confidence that these issues will ever be permanently resolved. Additionally, we have only been compensated one time for the periods during which the house is uninhabitable due to maintenance failures. Moreover, we are unjustly charged a $50.00 maintenance fee for submitting a work request, even when the issue is not correctly fixed. This further exacerbates the situation and underscores the inadequacy of the maintenance services provided.I urge the management and ownership to acknowledge the severity and persistence of these issues and agree to the early termination of the lease without penalties.
  Thank you for your prompt attention to this matter.
   
  Sincerely,
  
  *********************

  Business Response

  Date: 05/28/2024

  Per the text conversation on 5/23/2024 at 12:07pm, the owner notified the tenants that they are allowing the termination of the lease for 5/31/2024. That is all the owner is prepared to offer at this time. Thank you.

  Customer Answer

  Date: 05/31/2024

  
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/09/2023

  Type:Billing 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 11/15/2023, I ***************************, submitted a maintenance emergency request for no heat during temperatures as low as 32 degrees. ******************* did not resolve issue until 11/28/2023. During this time, I was left with no heat during freezing tempature for 14 consecutive days. I would like a concession for 14 days of rent and a refund for a space heater that I had to purchase totaling $522.57. ($490 for 14 days of rent and $32.57 for space heater)

  Business Response

  Date: 12/11/2023

  Hello! We show that the work order was sent to the contractor on 11/16/2023, and they were able to get the heater working again temporarily, but notified us that we would need to replace the entire heater as it was no longer able to be repaired. We sent the estimate for replacement to the owner, and once the owner approved, we notified the contractor. The contractor had to order the replacement heater, and had to await its arrival before they could install the unit. During this time, we reached out via the text chat line to let you know. Since the work order was completed within the 14 day time frame allotted in ******** Statutes, we are not able to authorize a rent credit at this time. We apologize for the wait, but we are more than happy to discuss this further if you would like to please reach out to our staff using the text chat line. Thank you.

  Customer Answer

  Date: 12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Please see screenshot of service request of heater not working temporarily during the 14 days outage while in process of a new installation. Resident went without heat for 14 consecutive days. 

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

  Business Response

  Date: 12/12/2023

  Hello! We will not be able to supply a rent credit at this time, as 14 days is well within the statute of ******** law. We also had no control over the shipping time for the new heating unit. If you have any further questions, please make sure to respond on the text chat line. Thank you.

• Initial Complaint

  Date:07/20/2023

  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.

  Hello,On 6/24/2023, I submitted an application to bradengroup.managebuilding.com for a four bedroom house. Me and my three roommates needed to get a new place together, as our lease is up soon. We were very eager to pursue this. Each of us paid $40 for our own applications, which is $160 just to apply. The application requested our SSN and other sensitive information, which is expected, but concerning after the fact. We then began contact via email with a leasing agent, who did not provide their name. They prompted us to provide photos of our IDs and three months worth of pay stubs. We had previously calculated our combined income to be more than 3x the rent, but we were then told by the leasing agent that we were $400 short, and we would each individually need a co-signer. Two of us got our co-signers to submit their own applications as requested by the leasing agent, adding $80 to the company for a total of $240 paid to them, just for applying. Just a couple days after we got through this process, we were all emailed and informed that the house was on a first come first serve basis, and they had leased it to someone else. We were never informed that there were others ahead of us, that we had been completely misled and wasted our time and money. My father, a very tech-savvy man who spent more than 20 years as a Systems Admin, then became very suspicious of the website upon viewing it. He is very concerned that we got scammed and might have our identities stolen, and advised me to reach out to BBB.

  Business Response

  Date: 07/20/2023

  Unfortunately, our applications are on a first come, first served basis with the approval process. Our application also includes questions that all applicants are required to answer before their application can be considered. We ask that if the applicant understands the application fee of $40 is charged, whether approved or denied. We also ask all applicants understand they will be charged $40 upon the submission of their application, even if another applicant is approved ahead of you.

  Unfortunately, we were unable to approve the application due to income requirements, and reached out for cosigners. We received another application while waiting on all the cosigner information, and it was completed and approved before we were able to get all the documentation requested of all the cosigners on your application. We even offered to transfer the applications to another property you might be interested in, as a courtesy.

  We have included the email chain showing that we responded to applicants via email in a timely manner, and also made sure to include a screen shot showing the questions listed on all of our applications.

• Initial Complaint

  Date:03/14/2023

  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.

  The issue is with the property management side of the company, they will not speak to you in person or on the phone whatsoever, only by text or email, which is already a red flag. We have informed the company of a potentially hazardous situation involving a rat infestation that is putting their paying tenants in dangerous and uninhabitable conditions, its also a high risk health hazard that they could be held liable for, they will sneak into your lease agreement they are not responsible for pest control but this has moved past a pest issue and is a health issue.(******** Statutes 41 O.S. 118 (OSCN 2023), Residential Landlord and Tenant Act Part A "A landlord shall at all times during the tenancy:" Part A Paragraph 2. "Make all repairs and do whatever is necessary to put and keep the tenant's dwelling unit and premises in a fit and habitable condition") they have decided to make us go and get a city health inspector to come out and look at this so they can deem it uninhabitable, they wont send pest control and they are attempting to violate our rights to living in a safe home. Weve never had to deal with this level of disrespect from someone we pay and we dont cause issues with either. They also neglected to clean the house prior to moving in, they neglected to do the lawn maintenance they agreed to do prior to moving in, the entire situation was like being catfished into a house, its obvious they dont care about your well-being or even trying to make themselves available to help. I had to put their company info on KBB, they dont have an address you can go to, if you call they tell you to send them a text message, they have no concern for health hazards,(we moved into the house in the summer and the didnt fix the ac)they have no concern for renting you a clean home, they have no concern in honoring their word and using normal and ethical business practices. DO NOT RENT FROM THIS COMPANY, THEY DO NOT CARE ABOUT YOU OR YOUR FAMILY, ONLY WHATS IN YOUR WALLET.

  Business Response

  Date: 03/23/2023

  Hello,

   

  We have attached documents showing that 1.) the lease explicitly states that we do not do any sort of pest control, and 2.) that we were more than happy to help by sealing any entry points for the tenant, even though we don't provide any sort of pest control. Since the lease specifically states that the tenant is responsible for pest control other than termites, and refused to schedule with the contractor, there was nothing much more that could be done. Regarding the state of the property upon move in, the tenant provided no proof of anything that was agreed to be done prior to move in, and we also notify all tenants that we rent our homes on an as-is basis. We are happy to provide plenty more documentation that all work requests were handled in a more than timely manner, but this form only allows us up to 4 documents. Please let me know if there is anything further that you need. Thank you.