ComplaintsforNorris & Stevens Inc

• Initial Complaint

  09/06/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  For around six months of our lease Norris and Stevens was the company overseeing our building management. When we left they were still handling the development. I rented one of their town homes for two years, and moved out a month ago and have been getting the run around from the 27 Elm on returning my deposit. Upon the walkout inspection on August 9th 2024 I was told only a cleaning would be needed. Its nearly a month later and we still do not have any part of our 2800$ deposit back. I would like to receive an itemized bill of what our deposit was used for in the unit and our deposit back. I have been getting little to no communication from any management at the company and have had to text and call multiple times.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  January of 2024 after the first snow, the ceiling in the kitchen started to leak. Maintenance request was put in but property took their time. Therefore the ceiling ended up caving in while I was in the middle of cooking. Took approximately 3 days before anyone came in to actually see the damage in person. They used black plastic to cover the big hole. Then had someone come out and look at what needed to be fixed. Then nothing after that. Recently management came with another person to look at the ceiling again but hasnt done anything since.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I rented an apartment from this agency at *********************** Apartments from Nov 2021-October 2023. I received a notice that I owed 55 dollars, I was confused so I called. The lady I spoke with told me they were in error and would remove the fee as well as send me a letter clearing the account. I did not receive a letter. I then received notice that Norris and Stevens sent me to collections for the 55 I had previously spoke to them about. So I called them and got transferred to their collections department, The staff in collections department at Norris and Stevens was verbally abusive, and told me that I was cutting her off and I was just trying to explain and was not heard by her. I hung up in tears. Called back and left a message for a manager. Never got a call back. I rented from them for 2 years, never defaulted on my payments, kept my place pristine. I had a walk through with *** in maintenance before leaving because the property manager was not working the day we moved out. He said everything looked great, that I had gone above and beyond. I am just asking Norris and Stevens to remove the $55 collection, it is affecting my credit score adversely. And I also recommend you hire someone in your collection department that is not verbally abusive to customers. Thank you.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a garbage for the pet f**** which is constantly overflowing. I have several pictures and have mentioned to the previous manager but it's happening again with our new manager. The bags are never placed correctly so the plastic bags end up everywhere and we're right next to the water. I should only figure out how to send one picture but I'm sure I have at least a dozen pictures of the p*** garbage overflowing.

  Business response

  05/23/2024

  We'd love to assist, but what is the name of your property?   And, photos would be helpful.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The business Norris and Stevens propery management refuse to take the $240.00 judgment that the court made in **************************************** the court in 2024 within 30 days.

  Business response

  05/15/2024

  We have not "refused" to accept the funds, however the amount that is attempting to be paid will nowhere near satisfy the amount owed which is in excess of $11,500!  We have been informed that the former tenant,
  ****************, is currently in jail and unable to contact our office directly.   Instead, we have only been contacted by the mother and sister of the tenant, and are abiding by the third-party disclosure laws.

  Customer response

  05/15/2024

   
  Complaint: 21711882
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Moved out in August, 2023. Received $2,329.90 move out bill mid-October. Challenged bill on 10/19, due to unnecessary fees. Received email confirmation from Norris and Stevens, claiming I will receive a response by mail shortly. Reached out to Norris & Stevens 11/12, stating I have not received anything in the mail. I was told I will receive a response within 45 days. 5/13/24 received an invoice for $1606.90 owed. No mail, phone calls, emails, or letters received prior. This is far beyond the ****************************************************** ******.

  Business response

  05/14/2024

  ************ turned in the keys to his apartment on 9/28/23.  The final accounting was sent on 10/16/2023, therefore the 30 day statue of limitations for rental fee notice [sic] was completely met.

  Indeed, ************ did in fact receive the final accounting because he reached out on November 12, 2023.   Our response to his dispute was resent soon thereafter.  Nothing further was received, so we were unaware that he did not receive our response to his dispute.  After six months, a statement was mailed.  The items he disputed were removed per his request, based on the original dispute, therefore the balance due is WHAT HE AGREED WAS OWED.   No further balance adjustment will be made.
  

  Customer response

  05/16/2024

   
  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

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid a deposit for my apartment, I moved in with another ******* who was later removed from the lease. I moved out a few months after the other ******* was removed from the lease due to a family emergency, the apartment was fully cleaned - they were given over a month's notice to vacate and the apartment was vacated a few days before the date of notice. I asked them repeatedly for a few months what was happening with the deposit and was told the paperwork went missing, I was also told signatures weren't there. After I started looking into aid for getting the deposit back I was suddenly given an outrageous bill for cleaning and replacing carpet/painting. The deposit should cover any replacements or repairs needed, however if this was done it should have been served to me within the 31 days. However they were given several opportunities and refused to provide information to me, I am asking again for my deposit back as they've broken contracts/laws by withholding information and waiting several months to contact.

  Business response

  05/09/2024

  
  ****************** FIRST contacted our office on May 7, 2024 after business hours.  From our research the next day (yesterday, May 9), we acknowledge that she is due her security deposit refund in the amount of $500.00.  That amount was mailed to her yesterday as well.

  Customer response

  05/09/2024

  I attached several screen shots showing I was in contact regarding my deposit 02/29 and again 03/27. I will wait to recieve the deposit as it is late and I would late a confirmation that I do not owe any additional funds.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -07-13-21 to 12-31-23 -overcharged in rent than all other neighbors. -paid almost ****** in deposits and only 909 was returned. -final inspection of the moveout they said carpet was destroyed and had animal urine and professional cleaners were hired to wash carpet twice from my personal pocket. -Rent never was on firm price every month was a different price.-property manager will not return my call or respond to my emails.

  Business response

  01/24/2024

  ************** moved in on 7.13.21.

  She called and left a voicemail, and followed up with an email on 1.18.24 regarding their move out inspection and deposit refund.  She claims to have hired a professional carpet cleaner.  Then, her father supposedly inspected after the cleaning was done and there was no odor and that therefore the carpet was fine. She believes being charged for pet damaged carpet is "racially unfair" because they had it cleaned. Nevertheless, we have 1) a written report from our carpet cleaner indicating that the carpet needed replacement due to pet soiling;  2) we have retained a sample of the pet soiled and damaged carpet;  3) we have photos of same;  and 4) this is the first we have heard of ****************** race.
  

  ************** claims the home was completely dirty upon her move in and claims her pets got "fungal infections" because of the previous renters' pets.  We checked with the prior management company.  The previous tenant (Dec-June 2021) was 1) the first tenant to live in the apartment;  and 2) had NO pets.  Both the home and carpet were thoroughly cleaned be fore being put back on the market for rental.
  

  ************** claims emails were never responded to.  We have dozens of email exchanges with her. 

  She paid a security deposit of $2,200 and NOT $10,000 as she claims.

  Her initial rent was $2,200.   By August of 2022, she was paying $2,408 + $50 pet rent + $9.50 insurance services.  We are aware that the prior management company had to adjust her monthly billing often due to unpaid water/sewer bills.  After we assumed management, her charges were the same every month.

  She did not say which neighbors she was referring to,however many of the new residents that have moved in since we began management have enjoyed an initial move in special concession and possibly may have paid less monthly than her until their concessions expire.

  Customer response

  01/24/2024

   
  Complaint: 21182427
  
  I am rejecting this response because: In our ***** ledger given by ****** property management there are a lot more charges we had to pay before moving in, the previous renter did have animals because the neighbors the left of town house *************************************************** 13 moved in and they stated to us they had a large dog living there.  I would like in person proof of the soiled carpet and the "damages of the carpet."  I informed them various times the neighbors to the right of 13 had been smoking in their house and in the patio causing smoke to come through the vents and they did nothing, I informed property management that they were covering the crosswalk while most of us got warning tickets. There was mold on the master room ceiling putting myself a pregnant lady and a toddler 4-year-old in harm of this and they came to look at it claimed it was not mold and painted over it and the moldy spot appeared again. The neighbors across the street who had been living there since ****** PROPERTY MANGEMENT WERE OUR MANGERS were paying less for the same townhouse. We have solid proof of cleaners coming to wash the carpet TWICE and there was no saturation of pet urine. Our pets were not urinating inside the house we have senior animals. I would like in person proof because this is unacceptable, and I feel like I am being scammed. I feel that it was very unprofessional of the manger not returning my emails or calls regarding this issue and very unprofessional she was never in office during business hours. This issue needs to be resolved as soon as possible or I will have the need to discuss this matter with my Attorney since this is very unprofessional and it sounds like we are being scammed and the only reason for that would be for us not to get our deposit back. 
  

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

  Business response

  01/26/2024

  There may have been more charges by the previous management company at the time of ****************** move-in, but the "security deposit" was $1,000, and NOT $10,000.

  We have photographs AND a sample of the carpet taken from the apartment before it had to be replaced because of the damage caused by ****************** senior and, most likely, incontinent animals.

  We are not going to respond to a never-ending list of new additional allegations made by **************, i.e. neighbors smoking, cars improperly parked, mildew, what other residents were paying in rent, etc. Since an attorney is now supposedly involved, there will be no further communication through the BBB website.  Please provide us with the contact information of ****************** attorney ASAP, so that we may provide it to our own counsel for further response.
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Turned a work order in for heat in late may/early June because 3 out of 4 heaters do not work. The heaters have still not been replaced after multiple orders. Other work orders are not being fulfilled in a timely fashion or at all. Several work orders have been lost and maintenence that was promised at time of move in has still not been completed almost 6 years later. We were told to buy our own space heaters until the problem is solved which resulted in a fire/issues with the electric leaving us again with no hear and forcing all our kids to sleep in one bedroom.

  Business response

  12/22/2023

  Thank you for bringing this to our attention.
  

  On or about April 12, we were informed that the living room heater smells like "burning".  The heater was found to be very dusty.  The On-Site Manager suggested that the resident needed to vacuum it out, and, we're told, the tenant agreed to do just that.  The On-Site Manager also asked them to let him know immediately if it continues to smell or get overheated.

  In October, the tenant mentioned that the heater wasn't working.  The On-Site Manager asked them if they had any space heaters to use in the meantime while he placed an order with HD Supply.  The On-Site Manager never required them to 'buy their own', and indeed offered the use of a space heater we had on hand;  the tenant claimed not to need one as they already had a space heater.  Our order with HD Supply for replacement heaters have still not been received;  we were supposed to have them over four weeks ago, but still nothing.

  The tenants subsequently alerted the On-Site Manager that the space heater had been overloading the circuit and shutting off power for half their unit each time. They had also stated that it had shorted out one of the outlets in the third bedroom. The On-Site Managers responded right away and replaced three outlets in the bedroom.  He also contacted an electrician to look at the breaker panel the very next day - which he did - and he replaced the breakers with new ones that had a slightly higher load capacity, but still suggested to the tenant that they not run too much on one circuit.  The On-Site Manager has told the tenant that the heat boxes are on order with HD Supply, but that
  they have not arrived yet.  If not received by Tuesday, December 26th, we will somehow figure out another way to replace the heater.

  May we mention that, instead of using the Better Business Bureau (the "BBB"), which is a for-profit entity with absolutely no power of regulation or otherwise, to instead use our online resident portal to make written requests for maintenance.   That is:  ********************************************************************
  

   

   

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company manages the apartments we live in currently, ***** Creek Apartments. For over a year now we have been left to live with a leak in our bathroom above our shower due to improper maintenance and repairs over the last 13 months. The asset manager *********************** told us multiple times that our bathroom was still in habitable shape after even a plumber came out to finally discover the issue, and was informed the leak is caused by water literally splashing off upstairs tenants body and running down through the walls/ceiling and into our bathroom shower walls. They have supplied us with minimal communication during this entire process and most recently accused us of changing the locks on our apartment when their office manager was unable to locate their copy of our apartment key.

  Customer response

  11/30/2023

  Today they sent out a company by the name of Pacific Blind Cleaning LLC, who is a company listed as being permanently closed, and they covered up the hole despite being told that there was still moisture in the sub flooring.

  They also sent their on site maintenance man (who happens to be the property managers husband) to change the deadbolt to our unit as they lost their copy of the key. And in doing so he recorded me in my home without my permission because he had to walk the set of keys maybe 5 steps over to me as I was feeding my infant son on the couch. 

  Customer response

  11/30/2023

  This is a copy of the email from **** where she herself puts in writing they are aware this water is coming off the upstairs tenants body.

  I spoke myself with the plumber directly and he told me on two different occasions that the tenants in the above unit should not be using the water until the issue was fixed. He also stated this is in the report given to their property manager they declined to provide us a copy of. They have also sent off the insulation to be tested by mold specialists and again have withheld those results from us.

   

  
  *********************** Sun, Nov 19, 1:43?PM (11 days ago)
  
  
  to me, *****-Pile-Restoration, *****, ***, *****
  
  
  
  
  
  
  
  
  
  
  Hello ****** and *****,
  
  
  Finally,, some good news......the plumber told us he showed you what he found. There is a little hole in the tub trim between the k*** to turn on the water and the trim piece - when your upstairs neighbors shower water splashes and gets down that hole. 
  We have to call Proline first thing tomorrow to set another appointment for the plumber to come back out to replace the trim and valve (the trim piece that is the issue cannot be replaced without the valve). We will let you know as soon as that appt is booked - but that will fix the issue.
  
  
  In the meantime,  ***** is going to show the upstairs neighbors where the water is coming through on that trim piece so they can take extra care when showering until the plumber gets back out. Some water may still get down, but we are hoping that it's minimized greatly at very least. 
  
  
  We'll book the appt once they're open during regular business hours and we'll be in touch to let you know. 
  All the work that is needed will take place in ****, so the plumber shouldn't need in your unit for that. Once the trim is fixed, the next vendor that we'll send into your apartment will be drywallers to repair the opening.
  
  
  Warmly,
  ****
  
  
  ***********************
  Asset Manager
  Norris & Stevens, Inc. 
  

  Customer response

  11/30/2023

  On 11/22/2023 after stating the repairs needed would only be confined to the unit above, the water to our building was shut off with no notice given. I again, have an infant son at home and only discovered the water was shut off when I went to make him a bottle. When I first attemtped to reach the office manager she told me she had no notice from the plumber that the water was needed to be shut off until just before it took place, and that she was busy with another situation. After the plumber then finished his repairs in the above unit, I asked him on his way down if he did give notice to the property manger prior to arriving that water would need to be shut off, and his exact words were that "the issue could not be remedied with the water one due to the part that needed replacing". This information not only is in his report given to the property manager when he instructed the water shouldn't be used, but in the previous email provided from **** herself, the issue by her own explanation shows it would involve shutting off the water supply to repair. Direct quote "There is a little hole in the tub trim between the k*** to turn on the water and the trim piece - when your upstairs neighbors shower water splashes and gets down that hole. 
  We have to call Proline first thing tomorrow to set another appointment for the plumber to come back out to replace the trim and valve (the trim piece that is the issue cannot be replaced without the valve)." 

   

  Again no notice was given that the water would be shut off, or even after it being "an emergency" no notice was given it was shut off. 

  Business response

  12/08/2023

  This relates to the previous complaint of **************   Yes, water was shut off, not only to ************, but to her neighbors as well, for an extremely short amount of time (less than 1/2 hour) so that the repairs in ************'s apartment could be made.  We deny that no notice was given.

  Business response

  12/08/2023

  It is indeed unfortunate that this resident experienced a very small leak from the apartment above.  The initial investigation informed us that there was no active leak from the supply or drain lines, but rather appeared to be a case of the upstairs tub needing to be re-caulked.  That was completed, but a very small amount of water continued to enter the downstairs apartment through the bathroom ceiling.  Another plumber was called, this time locating a small leak which was repaired.  The ceiling was then allowed to dry out.  Following that, new sheetrock was then put in place, properly taped and mudded, and painted.

  We deny the allegation of "no communication" with this resident;   indeed, we have have well over thirty emails and voice mails with this resident just within the last three weeks alone.
  

  We not only gave this resident a gift card and apology for their troubles, but waived the rent for November which they got for free.

  This resident has not paid rent for the month of December and, in extremely threatening emails and voice mails, has demanded an ENTIRE year of free rent.   That is not going to happen.
  

  Customer response

  12/08/2023

  I have proof no notice was given. I have a recorded phone conversation from her apartment manager ************** where she confirmed she couldn't be bothered to even knock on my door when she came down to the building to not only shut off the water but to turn the water back on. I've attached copies of the emails, sent to not only Norris and Stevens but ***** Creek as well, when I noticed my water was shut off, and no reply was ever even given. These people continue to lie, in the email provided it shows she clearly states that the repairs would take place only in the above unit. 

  Customer response

  12/08/2023

   
  Complaint: 20940354
  
  I am rejecting this response because: if notice was given, as they are claiming where is their copy for proof? Not only have the continued for over a month now to drag out repairs to our unit they have also accused us of replacing the lock when their apartment manager lost her copy to our unit. 

   

  Attached is my proof not even an email reply was given from these people about the water issue, still to this day. 

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

  Customer response

  12/11/2023

  The issue with Norris and Stevens has only gotten worse. They have now patched up the hole, removing insulation that was never replaced. We have video showing the insulation being removed, and **** also came and visited our unit on Monday 12/4/2023 and we have a recording of her herself stating that the sheetrock should be replaced as well as that she herself instructed the ********************** to replace the insulation and they in fact did not. 

  Business response

  12/12/2023

  Since apparently this appears to be going to litigation, we will not be responding further.

  Customer response

  12/12/2023

   
  Complaint: 20940354
  
  I am rejecting this response because: they continue to not respond, to anyone. They aren't even responding to our attorney. I find it odd that 95% of their complaints pertain to similar issues we are having. Water leaks in their units they fail to fix and then they in turn hope to intimidate the tenants enough they leave and then Norris and Stevens and the companies they manage can hide under their claims of "new management" and "not owning the property" Such a professional run business.
  
  Sincerely,
  
  *************************

*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. ↩