ComplaintsforPMC Property Group

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The air conditioning in the building has not been working properly all summer. We had to go through a heat wave without a working air conditioning unit. According to the property managers, there are valves in outdoor unit that need to be replaced. Corporate has been reviewing this replacement for weeks. Meanwhile, tenants are roasting in their apartments. Additionally, because the HVAC units are so old and require so much power, our electricity bill is obscenely high even though the AC barely works. Corporate is doing nothing to fix this issue despite several complaints from multiple units and tenants. 

  Business response

  08/28/2023

  BBB,

  We are having difficulty getting the replacement parts needed.  We are dealing directly with the vendor ** to either get replacement parts or send replacement unit.  We offered to relocate the tenant to another unit and she declined.  Preferred to stay in the unit and requested an inconvenience credit of 1 months rent which we have granted and she has received.  Problem still in progress but tenant is ok at this time and has alternate cooling source.  

  Customer response

  08/28/2023

  PMC took the appropriate steps to resolve this issue while we wait for the AC units to be fixed in the building. At this time, I am satisfied. 
  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are rats crawling out of the HVAC. This is the second year running. I was told this problem would be fixed. When I pointed out the gaping holes they were leaving between the wall and the HVAC, while they “fixed the problem” by putting a mouse trap inside the HVAC. The dishwasher doesn’t work and paint literally peels off the ceiling. For the first 6 months I was here there was a constant city code violation where they started drilling into the apartment above me at 5am. Philadelphia law allows no construction before 8 but I was told it wasn’t a building issue I needed to contact the police. I did file an official complaint, but it didn’t stop, and the construction workers chided me later. Living here has had such a negative impact on my mental health. This organisation simply believes in being marginally legal. That is they’ll skirt every law/common courtesy as long as the opportunity cost isn’t that high. Definitely requires looking into.

  Business response

  06/01/2023

  Property manager (PM), *********************** was notified of complaint.  PM reached out to tenant and addressed all three issuse that were stated in the complaint.  

  HVAC unit in the living room has been secured and serviced HVAC filter while addressing the original work order.  Space that tenant wanted filled is the return vent that allows air to the HVAC unit.  Tenant request that it be covered because he has seen a mouse in the area exited from under the HVAC unit.  PM reviewed Work order history and saw no reports form the tenant stating that there was mouse activity.  Tenant added to service request for Tuesday weekly service.  
  
  Dishwasher was serviced 6/01/2023 by maintenance and ***** Appliances and found not cost worthy to repair and will be replaced.  
  
  There is no record or any knowledge of contruction going on the 13th floor since 2021.  And workers started after 8am to managements knowledge.  

  Customer response

  06/23/2023

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

  My issues have not been resolved - there are now mice coming out of the HVAC in my bedroom. Upon talking to the other residents this seems to be a perineal problem and one which the management just conceals. I am being charge $60 a month in "allocated" electricity costs for a 1 bedroom apartment - I don't even use heavy electronics. When I told them I can't live here anymore due to the squalid conditions, they tried to deflect blame on my apartment being messy when I'd clearly been awake all night trying to deal with the mice infestation in my bedroom. I must stress it is plural, more like an army, than the 'one' listed in the management response to you. 
  Moreover, they completely denied the illegal construction at early hours but as you can clearly see in the previous email - this is not a figment of my imagination. My mental health and sleep has just been ruined since I moved here. Could you please help address these concerns while I search for alternative housing - if not for me, for the future tennants.
  
  Thank you,
  ***** ********
  *** *** ****
  **************@*****.com
  
  ---------- Forwarded message ---------
  From: ******** *** ******* <*********@pmcpropertygroup.com>
  Date: Wed, 21 Jun 2023 at 10:26
  Subject: Re: Notice to vacate ********
  To: ***** <**************@*****.com>
  Cc: ******* ***** <********@pmcpropertygroup.com>, ****** ***** <*******@pmcpropertygroup.com>
  
  I am sorry for your experience. 
  We still need to do the pre inspection
  Please advise a good time for you. Monday thru Friday 9 am to 5 pm
  This will take less than 5 minutes.  
  
  Sent from my ******
  
  On Jun 20, 2023, at 11:38 PM, ***** <**************@*****.com> wrote:
  
  There’s mice coming out of the  hvac for a second year running what possible damage could you be talking about. You lose mail constantly. The laundry has been a mess my entire stay. You had construction in the apartment above me starting at 5 am that wouldn’t stop till I called the police. 
  
  Fix these vermin issues then talk to me about who is responsible for what. 
  
  Please send me a breakdown of my utility bill history let’s have a look at how accurate that is. 
  
  Thank you,
  *****
  
  On Jun 20, 2023, at 11:47 AM, ******** *** ******* <*********@pmcpropertygroup.com> wrote:
  
  Good morning,
  
  Please see this email as our acceptance of your notice to vacate unit 1205 by 9-26-2023. Your exit letter has been attached for your records. I have also attached a copy of our move out inspection form for reference and to use as a guide for what we charge for in terms of cleanliness and damages. Please note that the amounts listed for each item are the maximum charge you can receive for cleaning and damages to the unit. Please do your best to leave the unit as clean as possible to avoid these charges. If you have documentation of how the unit looked when you moved in, please forward documentation to the Management office to be put on record in your file.
  
  Please note that someone from management will be by your unit to assess the condition at some point within the next few weeks. We are just going to assess whether we need to put in new flooring, carpets etc. These inspections typically take place during the workday so please let us know if there is a date and time that you would specifically like us to avoid, otherwise we will just need to access your unit for no more than 5 minutes to conduct the inspection.
  
  Please note for key return: our office hours are Monday-Friday 8:00 am to 6:00pm. If you will be dropping keys off during that time frame, please drop them off in the management office located at of 2201 Pennsylvania Avenue. If you will be returning keys after hours, please leave them in a marked envelope hand them to the security guard on duty at the front desk.
  
  Please note for last month’s rent: You will see a charge in your rent café account for a full month’s rent for the last month you are occupying the unit. You are only responsible for the amount due up until the day your lease ends (date provided above). You may see a balance remaining in your account after you make your final payment, which will be adjusted once the move out paperwork is processed. If you are vacating on the last day of the month you will be responsible for the full month.
  
  Final utility bill: Please note that your final utility bill will be requested from EMS when your keys are returned to your property manager. The final utility bill will come out of your security deposit if not paid at the time of the ledger balancing.
  
  Please note for security deposit: Your security deposit will be sent in the form of a physical check to your forwarding address within 30 days from your lease end date. If you do not provide us with a forwarding address your security deposit check will be sent to our office for pick up.
  
  Furniture removal: Please make sure to break down all furniture you are discarding. If you are leaving a mattress to be discarded, please make sure to wrap the entire mattress in plastic wrap (can be found at *** store, ***** etc.) and leave by the trash rooms. If you do not wrap your mattress then the trash company will not take the mattress. Additionally, we will then have to call a trash removal company and you will be responsible for the charge.
  
  Please note for elevator reservations: You will contact the front desk in order to reserve an elevator for your move out. We will provide you with an elevator key so that you can set up the elevator to go to and from your floor. Please also keep in mind that we prefer to keep all elevator reservations to a maximum of 2 hours per unit to ensure that the elevators are not tied up for an extended period of time.
  
  If you have any questions moving forward, please let us know!
  
  **** **** *** *******
  Assistant Property Manager
  
  ******* *****
  **** ************ ***
  Philadelphia, Pa *****
  
  *********@pmcpropertygroup.com
  
  ###-###-#### Option 2
  
  Option 2
  
  Emergency after hours number
  
  ###-###-#### (West of ***** ******) 
  
  <*** ********.pdf>
  <Move Out Inspection Form.pdf>

  Regards,
  
  ***** ******** 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Since January 26, 2023 we've suffered a pest infestation at ******* **** Apartments. This appears to be a building-wide issue given the pests (rats and cockroaches) are also seen in the halls and directly outside of the building by the back gate. Rats are collecting in the garbage bins supplied by PMC which are located on their property by the back entrance. The mice are burrowing in a hole by the bins. I see a minimum of 5 rats at a time there. They've also gotten inside of the building, evidenced by the rat droppings in my linen closet. The pest issue throughout the building has been unsettling, and I dont feel that it is being addressed adequately with a sense of urgency or care from management. A response from the assistant property manager ************************* was as follows: "Thank you for letting me know about the mice. If you are still having issues in your unit specifically please let us know and we will treat it." Property Manager *********************************** has remained silent on these issues. It is still an issue to the point we had to vacate the apartment. And what about the pest issue throughout the rest of the building and outside property areas? PMC is not holding up their side of the lease agreement. We should not be liable for any fees, rent balances or penalties for terminating the lease when we were forced out by unsanitary and unsafe conditions of this building. The next plan of action will include filing complaints through ******311 and the Attorney General if this is not resolved and we remain liable for PMC's negligence.

  Business response

  05/26/2023

  Maintenance responded promptly to any work order that was placed for extermination.  Both maintenance and an outside exterminator sprayed and left traps in the tenant's unit.  There is no infestation in the building.  Any activity outside the building in a dumpster is difficult to control obviously yet, we made sure the building porter kept the area by the dumpsters clean.  Both dumpsters were in good condition with no holes or rust and the exterminator place 2 black boxes (rodent trap) in the rear exterior by each dumpster as an extra precaution.   

• Initial Complaint

  04/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have complained to my landlord several weeks ago about water stains on my ceiling. There is now water coming through my ceiling and no clear response when this will be addressed from management despite several complaints.

  Business response

  05/16/2023

  We have been in contact with this resident. We had a contractor onsite yesterday and today working on the repairs. The resident did not allow the vendors access to his apartment today. I provided an update and told him they will be returning another day to finish up their work. He will be emailed once we are provided with a confirmed service date. 

  Customer response

  05/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  PMCS response is disingenuous and misleading. I first reported a leak in my ceiling on March 20th, 2 months ago. It is yet to be resolved. A third party contractor was supposed to come out on Monday, according to PMC (after over a month of complaints). No one came to resolve the issue, despite me waiting around all day. I received a call when I was at work yesterday (Tuesday) asking if I would be home, and I advised I was not home. I have no idea when this will be addressed. PMC continues to fail to address this issue with no end in sight.
  
  Regards,
  
  *************************

  Business response

  05/18/2023

  Third-party vendors were onsite on 5/15 and 5/16 to work on the leak issue. The vendors are returning on 5/19/23 to continue working. They anticipate the work being completed by end of day tomorrow. If anything changes, management will update you. Once management receives confirmation from the vendors that the work is complete, they will notify you and schedule any touch up repairs needed in your unit. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  About two weeks ago, on December 27/28, 2022 I physically went into the office and requested to speak to a manager because of multiple issues I have had with the apartment complex. I left my name and number with the individuals in the office. No one ever returned my call.On or around December 27/28. 2022 I discovered a package was stolen. When I moved into ***********. I was informed that there was a regular attendant at the front desk of ***********. Since living there, I have never seen a representative at the front desk. Therefore, I was provided incorrect information about the residence prior to entering my lease which has caused safety concerns for myself and has allowed for theft throughout building.A month ago, the leasing office informed me that I had to turn in my key fob to the office and that it would be returned in a few weeks. They stated that this was because the building was updating the security entry systems and they would have to update the key fobs. More than a month later, I have not received any update from management. This has created major safety concerns, as residents are now required to travel down a public alley way that is unsafe to enter the building. Again, this is in violation and in direct contradiction to the information regarding safety and entrance to the building that was provided to me prior to entering into the lease agreement.Additionally, when entering the lease agreement, I was informed that I would have 24/7 access to the gym located in ***************** St. Since moving in the gym has been completely closed to residents and later altered to only be open Monday-Friday from 8am-5pm. Those hours are not reflective of the information provided to me upon entering into my lease agreement and are unreasonable for residents to appropriately use the facilities.Lastly, on January 7, 2023, there was emergency flooding throughout the building starting around 11:00am/12:00pm. Management provided no updates until hours later.

  Business response

  01/18/2023

  Hi ******************,

  Thank you for bringing this to our attention. We take complaints and feedback from residents seriously. We have been in communication with ***** and are working to resolve her issues. For reference, I will provide a summary below:

  We had a flood that occurred on January 7, 2023, a little after 1:00 pm.  This was an unfortunate incident that was caused by a resident moving a piece of furniture in a stairwell.  The resident accidentally struck a sprinkler head and started the flooding.  The fire department was immediately notified and they responded to this emergency.  Our team was also notified, and immediately coordinated responses for the sprinkler system, elevators, and emergency disaster services to address the multiple issues resulting from the flooding.  After we had an assessment of the damages, our first email went out to all the residents at 4:00 pm.  We use this broadcast email system to offer the most efficient means of keeping the residents informed.
  
  It is very unfortunate that her package was stolen, and we are and have been working with the ******* Police Department on this issue.  We do have a security service for the property in the evening to early morning hours stationed at the desk in ** ******************. We apologize that ***** had a different understanding of where this guard is posted.
  
  We did have the gym closed and then opened on a daytime schedule due to security concerns.  It has been fully reopened and available 24/7.
  
  We are working diligently on the new access control system for the ***** building. Because the new system requires an internet connection, we engaged ******* to provide internet access to the area where the panels are located for the system.  ******* was delayed with providing us with this connection until late last week.  We have the new access system scheduled to be fully installed within the next few days.  Once it is installed, we will begin the registration process for the new fobs.
  
  Please let us know if you have any questions. 

  Thanks,

  ******************* & ********************* (PMC Management)

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My original application was approved and then canceled and I was forced to put the lease in my guarantors name and my name removed. I was told a refund of my deposit and application fees was sent on 12/8/22 and still have not received it. There are also signs of break-ins at the unit from wear and tear around the lock. Also I never got a laundry card to wash clothes. For these reasons I am contacting you. Please help me arrange a meeting with property management where I can collect a check for my deposit and application fees; then revert the leasing agreement back to the original which was cancelled.

  Business response

  01/19/2023

  The applicant address on file was incorrect and the refund ultimately did not deliver. Our leasing staff has been in touch with the individual and is coordinating for a pick-up of the refund in the main office (266 Pearl Street). Accounting is currently working on getting the refund expedited and out to the Hartford office.

• Initial Complaint

  01/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Multiple instances of poor management such as not fixing the A/C unit, rat infestation, animal feces both in and around the property, no running water, denying access to facilities promised by the apartment like the gym and most recently flooding in a fire escape during a fire alarm. I want to be compensated from this business and be released from this lease without penalty due to the substantial evidence I have of all proving these instances. Contacting the leasing office has not yielded any solutions or compensation and some residents and myself are planning to file a lawsuit against this property if my demands aren't met and compensated fairly due to all the failures of the property group and the emotional distress I have experienced while living here.

  Business response

  01/10/2023

  ******************,
  
  Thank you for your email. We take resident complaints very seriously and are disappointed to hear that ************************* is having a negative experience with us. We will work to improve upon that experience. 
  
  On Saturday 1/14, a resident in the building tripped a sprinkler head while moving a couch. Our on call team and emergency vendors were on site same day. Unfortunately, a temporary water shut off did occur. Additionally, the stair towers did take some water, but our team immediately began mitigation. 
  
  The Portfolio Manager, *********************, will reach out to ************************* today to discuss the hvac and other complaints. If a resident experiences hvac outages, we offer portable hvac or a hotel accommodation, and depending on the extent of the issue, a credit may be issued, which *** will also discuss with **** today.
  
  Regarding the pest and animal feces complaints, we were unaware of such complaints from this resident. We appreciate this being brought to our attention, and *** will address this with **** when he reaches out. Our third party pest company will be called as well. 
  
  Regarding the temporary fitness center closure, due to a security concern, we closed the fitness center at night for a couple weeks. The issue has been resolved, and the space has been reopened for nighttime use.  We apologize for this inconvenience. 
  
  Please let us know if you want to discuss this further over the phone, in person, or however is best for you. Thank you for reaching out to us. 

  Best,

  ******************* and *********************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There’s been a severe lack of communication between myself and the property manager, Beth, who’s everything but kind. Fast forward to last week I was told to bring a money order for 375.20$ just to get to the office for her to look surprised as if she didn’t know I was coming and what I was coming for. Now I have to wait 30 days for Western Union to refund me and they’re taking a courtesy fee of 30$! I just endured a rough time and she knows that so to play around with someone’s money and give them false information with no resolution is just trifling and shows how nasty her character is. I want my 375.20 refunded back to me asap or a courtesy be added to my account for this XXXXXXXX. I tried calling the corporate office and got the complete run around, just a messy sloppy XXX company.

  Business response

  10/12/2022

  See attached. 
  
  They were set for eviction and it was overturned due to them paying in full at the attorney.  
  
  I spoke to him and emailed him that although they paid at the attorney as of 9/14/22 he still had a balance due with us of $375.20 which we agreed he could pay with Oct. rent. 
  
  On Oct. 7th he stopped by with a money order and after giving it to me said I should be good now, because I paid the full balance on **** ***.  
  
  So I looked up his ledger while he was here and said Yes, you paid in full on **** *** so we can apply this as a credit to Nov.  He then took the money order back and said No, Im not paying that until later.  
  
  He then came back and asked what to do with the money order since it is made out to us and I said with he receipt he should be able to get his money back or he could cross through it and pay it to himself or someone else if he didn't want us to apply it to the account. Unhappy with that answer he left and told me how “unhelpful” I was.Tell us why here...

  Customer response

  10/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: YOU ARE UNHELPFUL because you saw my ledger prior to me coming into the office and you could’ve told me that it was up to date but you waited until I was in your office, you then wrote on the money order then reviewed my account to tell me that everything is up to date and you don’t know how to refund money orders. If that doesn’t sound unhelpful and not customer service friendly then that’s on you. If you were ever unsure about what I was paying, you could’ve looked up my account prior to writing on the money order but that’s not what you did. I have the original money order; you can clearly see it’s not my handwriting. At this point, I don’t care about the refund. I’m glad my grievances will be public and further show how people shouldn’t live through PMC Properties. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PMC Property Group charged predatory prices for utilities to my roommate and me for months despite constant requests to explain the charges and relieve the charges. We asked them to test the energy meter, to inquire with the utilities provider, and to deliver credits to us. We were met with false appeasements by their "staff", who repeatedly told us they would honor these requests but clearly intended to make us go away. Ours was not an isolated incident, as the tenants below our unit had the same complaints and originally tipped us off that they were following up with the property group to get refunds. I believe they got refunds for one month, but after the resignation of a property staff worker, this refund initiative was cut off and no further action was taking despite more complaints. To protect ourselves against these charges, which reached as high as $364.71 for 1/14-2/14, we would live under basic means such as keeping the heat on at night and keeping off lights even if we were in a room. Still the high charges ensued. The final straw for me was the $211.16 electric charge we received for 7/13-8/12, of which only 4 days we collectively lived in the apartment. I'm attaching select charges and correspondence with the property group below.

  Business response

  10/20/2022

  Please see attached. The readings are correct and documentation is supplied. 

• Initial Complaint

  08/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Landlord / tenant dispute. Landlord has not provided working HVAC for nearly 3 months in the dead of summer. From end of May til current time (mid-August). Issue is on-going. Landlord lies and says the problem is being actively worked on but it is not.

  Business response

  08/15/2022

  Hello,

  We apologize for the inconvenience. Contractors have been on site each time a work order was submitted. Unfortunately, over the course of the summer there have been a few issues with the system that have effected the usage.

  We have been in constant communication with the resident (emails sent via **** *** ), have offered fans, and offered reimbursement for alternative housing (hotel). The resident does not want to stay elsewhere.
  

  We have credited $852 for their AC outages and will continue to do so if issues arise.

  Thanks,

  Management

*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. ↩