Property Management
Copper Key Realty And ManagementComplaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:01/20/2025
Type:Service or Repair IssuesStatus: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 moved into the rental on 11/17/2024 and immediately started smelling a strong sewage odor . Seeing that I moved in on the weekend I said I would just put it on the paperwork. the smell proceeded to get worse. I then began calling the office and putting orders through property meld. The first maintenance guy that the maintenance supervisor sent was no help at all. First off, hes maintenance and this clearly was a plumbing issue also he was told that the smell comes and goes. I contacted him personally after he left because I heard nothing from him, and he stated he only stayed a little while and didnt smell anything. Still nothing on how this thing will get resolved. With no resolution still walked in my house saying it must be a dead animal in the crawl space. She then sends out a guy that I have to stay in contact to check the nonexistent crawl space about a dead animal because the smell coming and going at this point its coming through the vents. At this point the guy who was contacted about the dead animal finds both. This is all happening during the holidays with family coming to see Finally, after me saying hey maybe a plumber needs to come out, he discovered there was no P trap in the bathtub of that bathroom. So, this whole time me and my children have been inhaling methane gas. None the less after ******* hears about this p trap stage tells me she thought I just had a sensitive nose. Also, as of today we still cant shower in that bathroom because now a paint guy has to come out and fix the borders and he has yet to be scheduled. This has been a nightmare as a renter who pays a considerable amount of rent on time . I began to ask for a manager (when the trap was fixed after right before Christmas only to be told by $100 credit was all that could be done and after that i shouldnt speak on the matter. I have since spoken with the broker only to be told I would only receive $100 for rental My bathroom is still not usable.Business Response
Date: 01/21/2025
The owner, not a previous tenant moved out of this house and never had any issues. When work orders were placed, we sent vendors out right away. The first vendor we sent out actually does a lot of plumbing for us. We chose that vendor because he is a plumber and handyman. We figured whatever the problem was, he could fix it. He didnt find any problems, and he didn't smell anything. We sent out a pest control vendor when the tenant said there may be something in the wall. We sent out a plumbing contractor to investigate further. They were able to find the issue, and got it resolved. They had to then get a drywall vendor to seal up the wall, and he was backed up. The last step was the painter. There were a lot of pieces involved to get the situation resolved, and we apologized several times. We dont own the house, we only manage it. We asked the owner if he would like to refund any of this tenants rent beyond the $100 he offered in the beginning, and he chose not to. There isnt anything we can do, and we cant force him to refund rent. We did our best to get all the issues resolved as quickly as possible, and had no problem sending out different vendors when requested or required. We are sorry this happened, and we did the best we could to resolve it.Initial Complaint
Date:06/30/2022
Type:Billing IssuesStatus: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.
After staying in the rental property as tenants for nearly 3 years we moved out on 23MAY 2022. Lease ended on 24May 2022. Copperkey Realty COVID policy said they were only doing virtual move out inspections, after tenants already gone. Possibly this was part of the problem , since tenant and the property manager did not go through the house together for the move-out inspection. We immediately drove to North Carolina to our new location for a military transfer, which is where we are now. Prior to moving out, we got the carpet cleaning by a truck mounted system by a company recommended by Copperkey Realty in moveout document. We left the receipt on the counter top as instructed. In the weeks prior. we were on leave and cleaned the house on our own. Also we got a professional house cleaning done and paid $250 for it, after our own inspection of their work and got a receipt for it. Since it was not in the move-out instructions we did not leave a copy of the receipt on the countertop. We assumed that the move-out inspector would notice the obviously spanking clean house. Also, prior to hiring the house cleaners we asked Copperkey realty over phone if they recommended any house cleaners, and the response of the receptionist was that there are so many cleaners that it is not possible to recommend anyone specifically. *********, the inspection manager for Copperkey realty, started the list of discrepancies by one word "Cleaning." It did not say if anything was wrong with cleaning. Later, she charged us another $250 for cleaning and emailed us us a hand written note that some ******* ****** was paid that amount for cleaning. Also, Copperkey Realty got the whole house repainted, and listed it themselves to sell it. They charged us $475 for repainting of 15 walls, saying they were touched up unevenly. No mention was made of which walls, no photos..nothing. So they repainted the whole house, then charged us $450 +$250 painted and cleaned afterward, so they can sell it.Business Response
Date: 07/18/2022
Business Response /* (1000, 9, 2022/07/13) */ Good afternoon, I'm sorry you don't agree with your move out inspection results. We don't profit on any of these repairs, so if we get to go in a house where we don't have to do anything, all the better. Unfortunately, that was not the case. As the tenant will remember, when we did our 6 month inspection back in November of 2021, we asked you to start a payment plan for 13 walls in the house that had been colored on, or where there were scuffs and marks well beyond wear and tear. We told you if you started at that time, you wouldn't have to worry about paying when you moved out. You said you weren't going to do a payment plan, and you would take care of it when you moved out yourself. I have attached a copy of the 6 month inspection here. You kept saying in your correspondence that it was a pre move out inspection, but it was a 6 month inspection that we do every 6 months on every house. I have also attached your move out form that states things like touch up on the walls. We never touch up walls, as the paint doesn't match. That's why you have instructions in the lease and the move in and move out instructions to not try to paint yourself. We always paint wall to wall. There were other issues with your move out such as broken lights, cat pee smells, bulbs not changed in the microwave, broken drawers in the refrigerator, the outside of the dishwasher was filthy, big stains on the floor in a guest bathroom, brown spots in another bedroom (all after the carpets have been cleaned), bulbs out in the 2nd bedroom, command strips left in many places, bulbs out in the bathroom, etc. The property was not ready for a new tenant at all. We did have to have the house cleaned again after all of the painting and repairs were done, so we have decided that although the cleaning job you had done was not 100%, we had to do it again anyway after we do all these repairs, so we will reimburse you $250 from the deposit we have charged. The rest of the charged do stand. Even if the owner was painting the whole house, they may not have had to do it if the touched all the walls, as you were instructed not to do. Good luck in your new home. Consumer Response /* (3000, 11, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Copperkey Realty is doing what they do best. Blame the tenant. We already PAID for all the repairs you mentioned - which I did not bring up in our complaint. Also you are mentioning things here which were not even mentioned in your move out inspection. We already agreed to the replacement of a couple of bulbs and filter for refrigerator etc. The main issue we did not agree was you accusing us of touching up on the walls and then Copper key realty going ahead and repainting the whole house to sell it. Then charging us for paint as well as for whole house cleaning - on a hand written note. You keep bringing up about payment plan, as if we are short of money, just because we are a military family. Far from it, we own 2 rental properties ourselves, which we rent out through *****, in 2 separate states. It is your condescending attitude that is the worse than even your inability to have a realistic assessment. I do not know why you think I cannot distinguish a 6 month inspection from a move out inspection, whereas I have been renting out 2 of my own properties for over 10 years. When the carpet needs to be replaced or the house needs to be repainted after a tenant moves out, I or my property managers do not try to pass ** the costs to the tenants. It is even more suspect in this case since you did repaint the whole house and still charged us for house painting. I suspect that you pocketed the $250 in the name of house cleaning since the house was already clean and you couldn't even mention anything wrong - in your move out inspection report on email - which I am attaching now . For the record, from the $1550 security deposit you are only giving us $295, after deducting for painting $475, $250 for cleaning (after we already paid $250 for it), and the rest for minor repairs. I am glad we moved before your new policies kick in charging extra monthly pet fee and lease renewal fees. God help the tenants under your control Business Response /* (4000, 13, 2022/07/15) */ The only repairs you paid for were the ones we did after you left, and we paid them out of the security deposit. We asked you to start a payment plan because coloring all over the walls by your 4 year old is actually not just "wear and tear". We knew it was something that we were going to have to get painted, whether the house sold or not. You did touch up the walls, hiding the crayon and scuff marks, but the paint didn't match, so there was touch up all over. You keep talking about a hand written note. That vendor has worked for us for 5 years, and all of her invoices are written by hand and dropped off at our office. Our other cleaners and painters often do the same thing, so they can drop it off before being done for the day. They are not tech savvy, for the most part. If your cleaner had done a good job cleaning, we wouldn't have charged you. As I stated in the previous message, we would have had to clean again anyway, so we are returning that to you. If it was going up for rent again, we wouldn't have been able to, because it wasn't a satisfactory job. We don't receive any money or profit from any repairs, cleaning, maintenance, etc, so we did not get that $250, as you claimed. I brought up the fact that you refused to do a payment plan. Not that you couldn't afford it, just that you wouldn't do it. We saw all of the issues during 6 month inspections, and tried to get ahead of it. I wonder, in your own rental properties, if you would just say it was okay for kids to draw and color on the walls and pay for it as an owner. You wouldn't like it, and either would this owner. These were your words "I appreciate your conducting a pre-move out inspection, rather than just a regular 6 month inspection". I don't feel the wording matters, so I'm not going to address that again. That was in your email to our 6 month inspector on 11/28/21. She discussed the payment plan with you, and all the issues with the house. You even asked for a quote for the whole house to be painted at that time. "God help the tenants under your control" is very dramatic. We want our tenants to take care of the homes, and not try to pass ** all off as wear and tear, when you or someone in your family has done damage. I'm sure you don't let it go in your personal properties, so I'm not sure why you think this owner, also military, should pay for your damages, whether they are painting the rest of the house or not. You had more than minor repairs in the house. We actually had to patch two different rooms of carpet because of stains, which causes the carpet to not look the same. I suppose that's also wear and tear that you would pay for as an owner? Once again, if you took care of this home, and didn't cause damage, we would not be having this conversation.
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