Complaints

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

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  Hometown Realty

  2812 NW 57th Street Suite 101 Oklahoma City, OK 73112

  
• 

  Hometown Realty

  3100 W Britton Rd Ste H Oklahoma City, OK 73120-2036

  

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:02/23/2024

  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.

  The company offered me a lease after I paid security deposits. The house was in disgusting condition. There was a toilet with gurgling sewage in it, there was trash and construction debris everywhere, and there were hornets inside the home.

  

  Business Response

  Date: 02/29/2024

  ************************* was a returning resident, having leased another property with our company in the past. Upon his application approval, he paid his security deposit to finalize his lease for the referenced property. The lease was executed with prorated rent paid and instead of picking up the keys at our office, ************** elected to pick up keys to the home outside of our business hours via a lockbox. The morning of the move in, our office completed the final inspection of the property, placed a lockbox and sent ************** the code to retrieve his key. After our office was closed on the evening of February 23, our office messaging line received an incoming message that a refund was expected and keys were left at the home. Our on-call agent, reached out immediately and after many requests for information, was told that there was debris left. She asked if he was at the property currently and stated that she would dispatch someone over immediately to assist and check on the concern. ************** refused any attempt at resolution and stated that his attorney would be contacting us. Upon arrival to the home within the hour, it was discovered that supplies from the garage and trash can outside were brought into the property including the touch up paint cans. A toilet lid was ripped off along with with a fast food drink cup in the bathroom. The toilet seat was replaced, supplies were returned to the garage storage area and the pieces of trash returned to the trash can outside. Per the signed application and lease agreement, our office has offered to issue a refund for the prorated rent payment since possession of the home did not occur but may only do so once the payment is posted by the bank. The security deposit is considered forfeited since the home was reserved for three weeks time and other prospective applicants cancelled. Once notified of the concern, our office responded and had it remedied within an hour of notification after-hours.  

• Initial Complaint

  Date:08/09/2023

  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.

  Renting with Hometown Realty since August of 2022. Starting in October, we noticed there was a living room ceiling leak. We contacted the office immediately and they sent out a roofing company to patch our balcony. It worked until February 2023 when a huge rainstorm came, and the leak began again. We then contacted the office immediately and since February have sent out multiple contractors, roofing companies, and other professionals with no resolution. We have followed up with the office consistently where are texts and calls are often ignored with no communication. Their excuse is that they have to consult the owners and the *** which was told to us back in May. We have upheld the portion of our lease, and Hometown Realty has not held up their end of the agreement. We have property damage including a $3000 couch which has had brown water leaking down onto it. We have had to buy a tarp which the construction company contracted by Hometown Realty was supposed to provide but never did. When we tried to follow up, we were ignored. There is also black mold where the leak is happening, and the floor is compromised on our second level. This has now become a safety hazard which Hometown Reality has ignored for months. We can no longer use our balcony since water collects in the corner and leaks under the door into our home. We are still continuing to pay the entire amount of our rent on time even though we have significant damage and lost square footage. What we want is for Hometown Realty to fix the balcony by providing a cover or awning to the top (it currently has wooden slats), reseal the balcony door, clean and replace the floor/carpet due to the black mold, fix our ceiling in the living room, compensate us for a new couch since it is their fault the leak has continued as long as it has, and offer us a discount on rent due to the loss square footage from February to August.

  

  Business Response

  Date: 08/23/2023

  As discussed with *****, our office did not receive the mailed communication and only received notification when she emailed us for a response this week. Our account has since had an email addressed added by ***** so we may communicate faster on future items. 

  

  Business Response

  Date: 08/23/2023

  Our office was first notified of a potential issue on the first floor ceiling on 10/24/22; following the initial claim, our office sent out a vendor to assess potential causes, including plumbing, roof and balcony. After ruling out both plumbing and roof by licensed contractors, it was determined that the patio was the likely culprit.

  

  Business Response

  Date: 08/24/2023

  Our office was first notified of a potential issue on the first floor ceiling on 10/24/22; following the initial claim, our office sent out a vendor to assess potential causes, including plumbing, roof and balcony. After ruling out both plumbing and roof by licensed contractors, it was determined that the patio was the likely culprit. A general contractor was dispatched to assess and develop a resolution. The contractor installed hew patio flooring, door transition and resealed the exterior door. There were no further issues during any of the weather systems over the fall or winter months until 2/8/23 when the residents notified our office that water had been discovered on the ceiling. The same general contractor was dispatched to return and found no indication of a potential source or collected water. The next communication received was on 6/18 when the resident notified that it had occurred again and requested a lease renewal to continue their lease for another term. At this point, it was determined to pursue additional assessments including additional companies, builder and HOA to see if they had had any similar issues arise in other units. We were directed that the transition could be the only potential cause and since that had already been replaced, it was not possible that the issue would continue. As the metro was experiencing an unusually rainy month, the roofer placed a tarp over the exterior area and again resealed the area to ensure that water from storms in the area would not enter the premises. The affected area of the ceiling was removed, treated and determined to place new drywall once it was confirmed resolved. As the leak occurs at random and not during each storm, contractors have had a difficult time confirming that it has been fully resolved without the presence of a recent storm. As additional prevention in 08/2023, structure was added to further shield the doorframe from high winds. The residents were also invited to relocate to another identical unit on the property or given the option to terminate their lease renewal but both were declined by the resident as it was hoped that the issue was resolved at the time of this writing. There has been a mix of both written and verbal communication throughout the course of the lease. It is our hope that the residents will not have further complications with the balcony and will work with our office as any future needs arise. 

  Customer Answer

  Date: 08/24/2023

  
  Complaint: ********
  

  We reported a leak on 2/8 coming through the ceiling and the contractor never came to the residence. No progress had been made when we reached out again in June after a significant rainstorm. With the confidence from Hometown Realty on having this fixed, we renewed our lease (this is also not related to any agreement that we were satisfied with the repair). The roofers never came out to place a tarp on the balcony, we had to buy a tarp after calling Hometown Realty that the roofers never came. The effected area of the ceiling was never repaired or treated as the screenshots in my initial complaint prove. We were told by the contractor that the ceiling would be repaired once the leak is resolved which is still undetermined as we now have to wait for it to rain again in order to see if the covering placed is sufficient. Hometown Reality never offered to release us from our lease, and when I did inquire about the next-door property via text there was no response. We do not want to terminate our lease, we are simply wanting the leak to be fixed, the ceiling repaired, and a response to the damages of our personal property and the loss of square footage as our balcony has been unusable. We also want to stress that we have reached out to Hometown Reality multiple times via phone & text to resolve this issue for months but are left frustrated by the lack of communication in regard to having this resolved. 

  We understand that some of the fault falls on the contractors, we have had to wait months just to get them to look at the leak and finally perform work to improve the situation. With that said, we do not have a signed agreement with the contractors, our lease is through Hometown Realty. For something as potentially severe as a leak in a ceiling to not be addressed with urgency is baffling. Every step of the way we have had to follow up in communication with the contractors & with Hometown Realty, a majority of the time with no response.
  

  

  Business Response

  Date: 09/01/2023

  The maintenance issue has been resolved to the best of our knowledge, no further communication from the residents has been received outside of this BBB correspondence. We are willing to discuss any potential insurance claims for personal property damage once correspondence regarding amounts of the claim are received. 

• Initial Complaint

  Date:05/25/2023

  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.

  I have rented a property that this company manages and move in on 05/05/2023. Since my move in date Ive had multiple issues and have given more than enough for it to be resolved. Firstly the weekend of may 5th was very hot and the A/C wasnt working upon move in. It was fixed, since then I have multiple things leaking such as the toilet and sink and the sink had and still has mold present underneath. The kitchen sink takes over 3-4 days to drain and the dishwasher does not drain so I am unable to clean or wash my dishes appropriately. My issue is I have constantly reached out numerous of times but they number provided on their website, you never can speak to a live person. It tells you to leave a message and no one ever returns you call. They send text messages and now have not responded at all. There is lack of urgency here, the communication is very bad and I am just a tenant who like issues I have to be fixed in an appropriate time frame and have the proper respect and this company does not care to even respond, answer the phones or even act like they are wanting to fix the problems. This is the worse.

  

  Business Response

  Date: 06/02/2023

  Hi ******, 
  We're disappointed to hear that your experience during your first few weeks as a resident have been less than stellar. As a property management company, our team works alongside property owners, residents and maintenance vendors to process maintenance requests when they arise. When the **** request was called in overnight during your weekend move in, our after-hours team did respond and attempted to troubleshoot with you while a repairman was dispatched. The **** repairman was there the following morning and discovered that the **** was working but had to be turned onto the "cool" setting instead of "heat." While an unfounded maintenance call would typically be considered a resident charge, our team did not pass along the fee to you. As other requests have been submitted, we have responded to them as received. Our lease agreement does require all maintenance requests be submitted in writing and our team is unable to accept them verbally over the telephone. While we understand the desire of receiving immediate resolution when an issue arises, our team can be delayed when faced with repeated back to back telephone phone calls from the same caller on the same request. As of yesterday when this letter was received, all maintenance requests had been processed and completed and our office is currently working to process the new submissions.