Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** company to rent from. DO NOT DO ANY BUSINESS WITH THESE PEOPLE! They screwed me over BIG time. I never worked with such an *************. I can't believe they can get away with s******* people over like they did me. I lost so much because of them. They required double security deposit from me $3800 dollars. I was short only $200 dollars for only 2 weeks when my oldest son died and I couldn't get out of bed or function. Than afterwards paid 2 months so it would never happen again. They told me everything was good and than kicked me out. No remorse! Caused me to lose my housing voucher along with they money for buying a home I had been building for year through a program. Lost it all. I only lived there for barely a year. The apartment was run down and dirty when I moved in. I fixed it up while I lived there. The flooring was all mest up from water damage prior to me moving in. They are changing me for all new flooring. All walls painted. I CANT BELIEVE THIS COMPANY CAN GET AWAY WITH THAT. I've lost so much this year. They are awful! Rent from them and lose everything

  Business response

  12/23/2024

   

  Good Afternoon, 

  Unfortunately, **** ****** continually did not comply with her rental agreement during her tenancy.
  
  **** received 3 notices of violation before she lived in the home for 90 days and 6 notices of violation before her one-year tenancy *****
  
  These notices were for smoking in her unit, failure to keep home clean, sanitary and free of debris,filth, rubbish and garbage, unauthorized occupant(s) in the home, unauthorized animal in the home, complaints from neighbors and the **** cancellation of contractually required renters insurance, removal of smoke detectors in her unit, and failure to pay rent on time (6 late payments).
  
  Tenant received notices with mandatory cure dates per Oregon Landlord Tenant Law. The tenant failed to make the necessary changes to comply and so proper and final notice was given for the tenant to vacate the home by 6/16/2024. Court paperwork then had to be filed to gain possession back from ****.  The tenant did not return possession until 6/26/2024.
  
  Per agreement, the tenants Housing Works advocates were notified as well of the failure to comply with her rental agreement as agreed upon. 

  Thank you, 

  Deschutes Property Management 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented an apartment in ******* from *** from Aug 2023 to August 2024 with a $4800 security deposit. On our move-in day we discovered DPM had not cleaned the unit, so we cleaned it before we could move in. We sent 2 dozen pictures to *** the next day to document the condition and to specifically request that we not be charged for these issues when we moved out. When we moved out we cleaned the unit better than when we moved in and when we returned the key we again reminded them that it wasn't cleaned before we moved in and we didn't want them to charge us for issues that were from previous tenants. When *** sent the final security deposit refund, they had kept $416.25 for a 7 hour "cleaning" cost plus 5 other line item issues that they determine were "tenant charged" items. When we responded that all the items except one unopened bag of ice that we had left in the freezer for the new tenants and a jammed garbage disposal were all things that were there when we moved in, they responded that we needed to "prove" that several of the items were there prior to our move in. Fortunately, we had recorded a video of most of the unit from our walk-through prior to occupancy and we sent the video with time-stamps indicating where in the video some of the items that we were fraudulently charged for could be seen. We also reiterated that the unit was not cleaned when we moved in and we had to clean it when we moved in. At this point after three back and forth email exchanges DPM is insisting on still keeping $42.50 of our deposit, which is wrong and insulting. *** customer services is terrible insisting every interaction be only by email, to which they may or may not respond several business days later. it would be good for other property owners in ************** considering hiring a property **** company to know how poorly *** treats tenants and the way they fraudulently handle deposits. Today they still have $416.25 of our deposit that they haven't returned.

  Business response

  10/01/2024

  From the understanding of Deschutes Property Management, this matter has already been resolved. The final accounting of the tenant's deposit has been reviewed and an adjustment has been made. After further research of the condition of the unit upon the tenant's move in the tenant is receiving an additional refund has been granted in the amount of $395. Our accounting department will re-issue that amount once the tenant confirms receipt of this resolve in an email that was sent on 9/30/2024. The original security deposit was $4,800 and the tenant is receiving a total of $4,778.75 back. In regard to our policy of handing such disputes in writing, we have found it to be beneficial for all parties involved to avoid unnecessary confusion or misunderstandings while resolving the matter of security deposits. This has also been explained to the tenant father who has mainly been in contact with our office. It is our hope that this matter is resolved quickly and efficiently. 

  Thank you, 

  ***** ******, Agent for Deschutes Property Management

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are senior citizens who decided we want to spend the rest of our lives together. Looked into renting and buying at the same time. We had an application in to buy a manufactured home and in case it didnt happen we went here to fill out an application for one that was for rent. We were told we were second in line and that there was a fee. Asked if we should pay then or when we moved up to first in line. Were told it didnt matter and we gave them the money. Then we were told we went to first in line and we told them we were no longer interested and asked for our money back. They said they had already used it for back ground checks. If we had waited to give it to them they would not have had it to use. We also found out that the owner had decided not to rent but to sell it instead.

  Business response

  01/31/2024

  Good afternoon,
  
  Below I have listed the timeline and details of the application process with ************************* and *************************.
  
  On 01/17/2023, ******** and ****** came into the office to complete applications for **************************** **** completed, ******** in our application department informed them that they would be 2nd in line for the property. They jokingly asked her if there was any way she could bump them up to 1st in line. She smiled and politely responded that she couldn't do that.
  
  They informed her that they were thinking about buying a house, but they decided against it because they wanted to use their money to live their lives instead of using it to purchase a home.
  
  At this same appointment, they asked her if they should pay the application fee now or wait. She informed them that they are not required to pay the application fee (this is our policy and what we tell all applicants) until they become first in line but if they wanted to submit the fees now, it would be quicker if they did happen to become first in line so we can process the applications right away since they were eager to rent the home. They did not hesitate to pay the fee and said thats what they would want.
  
  On 11/20/2023 at 2:57 PM, ******** called ******** and informed her that they had moved to first in line. She asked ******** what they needed to do now to move forward. She responded that they would need to provide us with proof of income, preferred move-in date, etc. ******** responded happily Ok! At 3:01 PM, after speaking with ********, ******** sent the First in line email that outlined the documents that we needed.
  
  At 4:15 PM on 11/20/2023, ******** sent the credit and background check. She also received a message from a *************************** (friend) offering herself as a reference for the couple.
  
  On 11/21/2023 around 10:55 AM, ******** received a message from ******** stating that they are not interested anymore and would like to pass on the home.

  After ******** took them out of line, ******** did contact our office and requested a refund of their application fees. We told her at that point that because we had already started running their applications, the fees were no longer refundable. On the Applicant Screening Charge Receipt, they signed and acknowledged that the application fee is "non-refundable" once the application has been processed. 

  The homeowner did in fact pull the property off the rental market due to an unforeseen personal reason, but that was a week after the applicants pulled their application out of line for the property. 

  While we can completely understand the frustration over this whole process, their applications were processed and we did get charged for the credit/criminal reports ran, hence the reason for the application fees. 

  If you need additional information, please feel free to let us know.

   

  Take care,

  ***************************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deschutes Property Management has effectively stolen $86 from my bank account by providing a water company my bank account information to pay the former tenants water/sewer bill. I was forced to provide my bank account to ******************** who acted as the middle-man with the water company, and I was forced to fill out paperwork stating the money would be extracted from my account on the 15th of the month. Deschutes knew I was not moving in until the 7th of September, and my bill would not be due until the 15th of October, yet they submitted my account information before the 15th of September and caused my bank account to be withdrawn for the former tenant's bill. Worse yet, they refused to reimburse me! Deschutes claimed it was the water company's fault, when Deschutes is responsible for tracking tenants and submiting forms at the appropriate time. It is also Deschutes name on the water bill, not mine. They refused to reimburse me for money they effectively stole from my account, and they refused to allow a deduction on my October rent until the money is returned, threatening legal action if I do not pay the entire amount of rent. I have lived in this house less than 3 weeks and regret every second of this experience. I have had to report 4 pages of problems with the house since the first day (filth, no hot water, leaking faucet, no water, etc), and continuing issues that are ignored by the company. I caution everyone that reads this complaint to refuse to rent from this company. They have zero interest in providing a safe and functioning property, they will extract money from your bank account to pay other tenants bills and refuse to immediately fix the error, they will attempt to blame others for their errors when you have documents clearly demonstrating they are at fault, and they will make false accusations in attempt to distract from their guilt.This complaint was over **** characters long, but the BBB website only allows a short complaint to be written.

  Business response

  09/28/2023

  Dear Better Business Bureau Representative,
  
  The complaint received from ******************* who lives at ********************************************** is a false accusation. The following are the facts.
  The City of ******* Utilities for Water and Sewer require that tenants complete a Bank Drafting Application form for the utility to be billed directly to the tenant. The City of ******* received the form that ************** completed and signed for the billing to take place on the day she took possession of the home, September 7, 2023.
  The City of ******* debited an additional $85.96 from *************** account as a gross error on their part. They have admitted their error,and because of their own accounting practices had given ************** and Deschutes Property Management two options to remedy.
  The options are as follows; 1.) To request a refund which may take several days or 2.) have the credit be applied to the next billing cycle. Option 1 has unfortunately expired as the City of ******* needed **************** response as of yesterday September 27, 2023. ************** was aware of this.
  ************** unfortunately has continued not to work with either the City of ******* or Deschutes Property in this matter and refuses to choose a solution that has been presented to her.
  Again, I must make it abundantly clear that Deschutes Property Management did not and CANNOT remove funds from ****************, or any other clients bank account. The City of ******* however can according to the bank drafting form that ************** completed and signed to be billed for the utilities.
  Again, The City of ******* has admitted the error is theirs and theirs alone. Our goal has been to let the City of ******* know which of the original options presented ************** would like to take to receive the wrong amount of funds that were removed from her account by the City of ******* billing department. Because of **************** continual refusal to allow the City of ******* to cure their accounting error, at this time, the only option left is that ************** will receive a credit that will reflect on her next utility bill. This decision is entirely out of our hands.
  In regard to any maintenance related request that ************** has put in, each has been addressed in a timely manner and in accords with ****** Landlord Tenant Law. ************** is unhappy however that the homeowner is not willing to make alterations or unrequired improvements to the home. If any issues come up that are habitability issues, the Owner would of course remedy immediately.
  Thank you for your time and consideration. 

  Customer response

  09/29/2023

   
  Complaint: 20667457
  
  I am rejecting this response because:

  1) Deschutes Property Management continues to lie about the documents and their gross negligence. The bank drafting form clearly states "Accounts will be drafted on the 15th of each month". Deschutes gave the water company (City) my form prior to the 15th of September, which was still the former tenant's payment period. I did not give the water company the form before it should have been provided, Deschutes did. They were reckless and irresponsible in providing my personal bank account information to a company to pay a bill that did not belong to me. The bill is addressed to Deschutes, not me. Deschutes caused this gross error, not the water company. Deschutes could not care less that they caused $86 to be extracted from a tenant's bank account to pay someone else's bill. Deschutes believes it is acceptable for tenants to have $86 less in their bank account for 3-4 weeks at Deschutes' fault. Deschutes refuses to pay for their gross negligence by issuing an immediate refund or allowing a reduction in rent until the money can be reimbursed. Deschutes is an irresponsible and unprofessional company that cannot be trusted with your bank account or credit card information.
  

  2) Deschutes continues to lie about refunding my money. They informed me they will not return my money (extracted due to their gross negligence) and I would be forced to wait 21 days until the water company could issue a refund. Or, I would have to wait an entire month until MY water bill was due. Their response to this complaint states I had the option to be refunded in "a few days", which is another lie and more unprofessional business practices by Deschutes.

  3) Deschutes falsely claimed they repaired everything wrong with the house that was their legal requirement. They violated the lease agreement by not providing a clean house with functioning equipment, and they continue to refuse to fix serious problems with this house and items listed on the lease agreement to be in working order. They lied by telling me a cleaning person would be calling me to arrange a time to clean the house, and no one ever called me or came to finish cleaning the house and outdoor areas. They cost me extensive time, money and days without functioning plumbing due to their gross negligence in releasing a house to be rented without functioning plumbing.
  

  Deschutes Property Management has acted in bad-faith, and continues to refuse to address the problems they caused and the financial damage being done to me.
  

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

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18th 2022, my fiance ******** moved into her new townhouse at **** NE ***************** Unit 2. I'm the co-signer. Upon move in, the rental unit was disgusting, not cleaned, NOTHING was done to prepare the unit move in. Garbage on the side of the outside of the unit, moldy and rotten banana on the door step. The floors were dirty, the counters were filthy, the range was disgusting, the fridge smelled of mold and the carpets were disgusting, construction nails in the carpeting. When she had her walk through a week prior, we pointed out some issues, and the lady that was doing the walk through assured us that all would be taken care of. The wall outlet was burnt, we asked that someone check to make sure this was not a fire hazard, and to replace the face plate, none of that was done. The range was pulled out of its cubby, and you could see grease and other unknown substances caked onto the side of the range, the range hood was also caked in grease and other substances - we were told that that would also be taken care of. That same day, I called the Deschutes Property Management office, spoke to what they called the maintenance manager, and let her know of all the issues - she asked me to write it out in an email, so that evening, while helping her unpack and clean the filth, I composed an email and listed all the issues - I got a response the next day saying they would look into it and if we wanted them to send someone to clean, we told them that we already cleaned. We heard nothing back. A few days later, ******** prepared dinner, and was about to turn on the oven, when she noticed there was no power to it - she called me, so I went over and pulled the range out, only to find that the disgusting mess was still on the side of the range, it was not plugged into the gas line. I plugged it in, and we started the range, and the entire unit wreaked of gas! The range ended up being defective, and could have killed us, so much more to write but not enough space.

  Business response

  09/07/2022

  As a response to the Consumer.

  On July 19th 2022, the tenant ***************************** reached out to our office to let us know that there were some cleaning issues noted while she was moving in. Our Maintenance Coordinator responded immediately and apologetically that there were cleaning issues. Per our policy, ******** was asked to put her concerns in writing so that each concern could be addressed, and we would then send the cleaner back to the home to remedy.

  
  Our cleaner guarantees their work, so sending them back was not an issue. Before ********* move in, the home was professionally cleaned, and the carpets were professionally shampooed.On July 20th, 2022, an email was received by who we believe is *******************/Fianc with a detailed list of concerns. Once again, our Maintenance Coordinator responded immediately to the email. It was offered to send the cleaner back, which was ultimately denied by the tenant.

  
   It was also explained that the homeowner would not be repainting the interior of the unit and that any dings or scratches that were on walls were previously documented before ********* move in. Other cosmetic concerns the tenant had included were addressed with the homeowner. The tenant did not respond to our request to communicate further on this matter and to resolve the cleaning issues.

  
  On 8/1/2022 the tenant made Deschutes Property Management aware on of an issue with the stove, a Vendor was immediately work ordered to make arrangements to investigate and repair as necessary. On 8/4/2022 it was arranged to replace the stove entirely.

  
   On 8/4/2022 the tenant was made aware that the homeowner had approved Deschutes Property Management to have a vendor repair a list of concerns that the tenant had put in a maintenance request on.
  The homeowner also issued a rent credit out of good faith to the tenant, even though it is not a requirement per ****** Landlord Tenant Law. The tenant has never been satisfied with the offers to make things right and several Deschutes Property Management employees have been privy to verbal and written abuse by the tenant and the tenants co-signer/fianc.Deschutes Property Management firmly believes that they performed due diligence in trying to make the matter right within the scope of the law and within their ability as the Agent for the Owner.

  Thank You, 

  Deschutes Property Management 

  Customer response

  09/12/2022

   
  Complaint: 17812886
  
  I am rejecting this response because: if you read through the email thread you will see that we asked multiple times for a receipt to show that a cleaning crew cleaned the residence, our request was ignored. We never made any threats or used abusive language, that is a lie and confirms that this business has no clue how to deal with customers who have justifiable complaints. If I hurt someones feelings by stating that your company is shady, thats too bad, it is the truth. The stove issue is a huge concern as it could have killed someone if the gas was leaking and a spark happened, but this business seems to think its okay to not check appliances before allowing a tenant to move in. 
  
  Sincerely,
  
  *************************

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