Complaints

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:03/13/2025

  Type:Product 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 Live out of State looking to relocate to the ***** area. I am selling my home with a closing date and its imperative that I find a place andbe able to relocate by the time of closing. I found the ad on Zillow however, on Zillow VP realities has a note to make sure the property is available on their website and you can also apply there because it says they do not take Zillow applications which I did. It hasbeen over 48 hours and I have not heard from anybody. I keep getting boilerplate emails. I have a receipt that I paid for two applicationsfor myself and my disabled son whom I have to also do his application and I got correspondence from them but other than that every number they me I call I get nothing. I get a boiler plate text message even though Ive sent them copies of my receipts for particular property telling me to go on theirleasing site someone finally responded and asked me what property did they stop responding and continue to send me these boilerplate text messages with information to look at a place a repair or any other type situation. I feel its unfair. They should be providing some type of correspondence whether I was approved or not or even acredit report stating that they actually reviewed my application. I would like my application fees refunded.

  Business Response

  Date: 03/18/2025

  Thank you for reaching out and bringing this to our attention. We truly understand how important it is to receive clear communication during your home search, especially when facing a time-sensitive relocation.
  After reviewing your concerns, we agree that you did not receive the level of service you deserved. As a result, we will be refunding your application fee. Please allow a few business days for the refund to be processed back.
  We sincerely apologize for any inconvenience or frustration this situation may have caused. If theres anything further we can assist you with or if youd like help finding another property, please feel free to reach out.
  Thank you again for your patience and understanding.

• Initial Complaint

  Date:12/18/2024

  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.

  Starting in July of 2024, me and my roommates began conversing with employees at VP Realty Services in regard to renting a house out from them. It all began relatively normal. They left a lockbox on the vacant house and a passcode to enter on Zillow and ***********. We toured and decided we wanted to try to live here. Once we were accepted, we were sent the least agreement. The first red flag was that when we tried to negotiate the 1 year rent increase mentioned in the lease we were told someone else had already agreed to these terms (to my knowledge, you cannot have two people trying to sign a lease simultaneously). However, we agreed, signed the lease, and went to fill out our list of imperfections before moving in. Many things were broken and we contacted the (probably 6 or more) individuals who had been conversing with us regarding the property. None of them responded in terms of fixing some significant things (cabinets hanging off the wall, flood lights broken, etc). We decided to move in regardless as we were in a crunch. Fast forward one month of living here (no repairs made) and we are receiving more than weekly messages telling us to now pay a new monthly fee (not in our lease agreement). we are told it is non-negotiable. Of course, we deliver, but are met with more persuasion and emails and texts telling us we HAVE to pay. Regardless of the lease. Of course, we dont. The charges still show on our account, and we have reveived late rent payment notices on account of them taking our rent money and putting it towards this monthly fee which we are not obligated to pay. At this point, it feels like harassment. We even have messages of them telling us it is NOT mandatory but they need us to do it anyways or they will just keep taking the money from our rent. This is only the surface of scams we have encountered from this company but feel it should be brought to your attention. There is also more that cannot fit here.

  Business Response

  Date: 12/27/2024

  I saw you review on BBB
  I hope this message finds you well. Prior to your move-in, we undertook several significant tasks, including maid cleaning, carpet cleaning, painting, yard work, and more, which amounted to almost $5,000 to ensure the property was in great condition for you.
  
  After receiving your maintenance request, we promptly provided you with contact details for two different vendors to address the necessary repairs. Please let us know if any issues remain unresolved so that we can take care of them as soon as possible.
  
  To ensure everything is addressed effectively, wed like to schedule a call with you at your earliest convenience. Please let us know a time that works for you, and well be happy to coordinate.
  
  Thank you for your cooperation, and were committed to making your stay as comfortable as possible.

• Initial Complaint

  Date:11/07/2024

  Type:Billing 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.

  Please please hear me out.....So I use the scan card at ******* to pay the rent even tho I've been asking for months for y'all to open up the online pay feature and now bc of the system y'all have me use their is a problem again. I went to ******* and paid the rent using the system you handled them the cash and was handed a receipt....this is the approved affiliates that are on that scan card.....so the fact that they messed up on their part and not mine, You should not be charging me but charging ******* since they are the pre- approved affiliates that y'all want and trust to have the rent paid through. This is not on me. I as a the tent following your request to use your scan card through *******, went to ******* and pay cash and got a receipt. I'm not trained to work at ******* and use that system I left ******* with the money and expect the rent to get paid but of course there is a problem and my rent wasn't paid. So I have to go up to ******* and track down my money to find out they messed up and that's my fault how?!?!? There is video footage of me paying and leaving. You tell me how this is okay?!?!?! I'm not paying a late fee when I have proof that I paid my rent on time with a receipt. This was not on me. You need to contact the approved affiliates that y'all work with bc I did nothing wrong and should not be punished or charged a late fee. I didn't ask to use ******* to pay my rent. I wanted to pay it online with a debit card that goes through instantly but nooooo, you make me jump through these outlandish circles and have to pull an insane amount of cash (also charged ATM fees plus the fee to pay the rent) and to be walking around with that amount of cash safely just to pay rent and of course there's an issue with the affiliates that y'all chose to pay through and you want me to continue doing this for the next three months and I am supposed to be okay with that and trust that This isn't gonna happen again and you're not gonna charge me late fee.

  Business Response

  Date: 11/12/2024

  Thank you for reaching out and sharing your concerns. We understand the importance of a reliable and straightforward rent payment process and are committed to making it as seamless as possible for all tenants.
  After reviewing your account, we wanted to clarify several points:
  Late Payment and Applicable Late Fees: Rent is due by the first of each month, with a grace ****** ending on the third day. Unfortunately, our records show that the payment was received on 11/07, after this grace ******, which automatically incurs a late fee per the lease terms. According to the lease, if rent is not received by the 3rd of the month, an initial late fee $100 and $50 daily late fees are applied until the balance is paid in full.
  Certified Funds Requirement: In September 2024, a payment reversal occurred, which caused a delay in rent clearance. To ensure payment security and avoid any future reversals, we temporarily required payments via certified funds, which includes using our approved affiliates such as ******** scan card system.
  Upcoming Online Payment Option: We understand the convenience of online payments, and we are pleased to inform you that this option will be re-enabled for your account starting in December 2024. However, please note that if another payment reversal occurs, we may require certified funds again as a precaution.
  Please rest assured that we aim to support your preferred payment methods. If you have further questions or need assistance, feel free to reach out.
  Sincerely,

• Initial Complaint

  Date:11/01/2024

  Type:Customer Service 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.

  The home was in awful condition when we moved in. They assured us it would be ready then tried to move our move in date back the day of our move in. The company does not reply in a timely manner to emails or return phone calls. They are avoiding repairing foundation issues to the home that presented before we moved in 2.5 yrs ago, they spackled over the ceiling and wall cracks. The employee, ****, is incredibly rude and yells at the tenants. They are attempting to charge a full months rent for November when we are moving out on the 19th and they accepted our move out. They are charging $500 for not maintaining the yard without providing details for the issues saying that we have to provide proof that it is maintained THEN they will decide if they will remove the charge. I stated they are charging us without proof of their complaint and I was told in writing "The *** will fine you and we will charge you for it" We have a service that comes every 2 weeks and the sprinklers are on an app that THEY control and set up. They insisted that we let prospective tenants tour the home while we were still living in it and wanted to share my personal information with them! We have pets and two small children.

  Customer Answer

  Date: 11/15/2024

  We received notice today about our ledger.  We were charged an additional $500 for the sprinklers not being connected to the WiFI without any notification or requests to rectify from VP Realty.  This charge is egregious and incorrect.  The sprinklers have ALWAYS been connected to wifi, that is how they are controlled.  No reply was received regarding the original email showing the City watering records and app that the sprinklers are on. 

  Business Response

  Date: 11/25/2024

  Hi,

  We are working on it to resolve the issue. We will keep posted on the same with our customer. Thank you

  Customer Answer

  Date: 11/25/2024

  I am rejecting this response because:   I have received absolutely no communication from VP Realty in email or phone call form.  They have NOT responded at all to my questions asking for more information regarding the second fee that was issued for no Wi-Fi. 

  Business Response

  Date: 11/27/2024

  We apologies for the inconvenience caused to you as a tenant. We are working on the charged added and will resolve the issue ASAP by removing the charges. We will make sure the team response to you on time. 

  Customer Answer

  Date: 11/27/2024

  I have reviewed the business response and accept this resolution. One of the fees was removed from our account, however there is still no communication from VP Realty.

• Initial Complaint

  Date:10/21/2024

  Type:Billing 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.

  This company has been refusing to to accept rental payments and have been bullying us to move and end our lease early. The have entered the property at night with out any permission or notification. The continue to bully by phone email and even in person

  Business Response

  Date: 10/23/2024

  
  Thank you for reaching out to express your concerns. We take tenant matters seriously and wish to clarify the situation based on the facts at hand.
  -Unpaid Rent and Eviction Filings:
  As of today, rent remains unpaid for the months of July 2024 through October 2024. Due to repeated non-payment, we were forced to take legal action:
  05/01/2024: An eviction case was filed but dismissed after you paid the outstanding rent.
  08/05/2024: Another eviction was filed, but we lost the case due to a technicality with the 3-day notice.
  09/03/2024: We filed again, but issues with the clarity of the **** documentation resulted in the case being dismissed.
  Despite our multiple efforts to resolve these matters through communication and legal processes, rent for the months of July, August, September, and October remains unpaid.
  -Alleged Bullying and Unauthorized Entry:
  We strictly follow Texas law regarding tenant notices and property access. On 09/25/2024, when we attempted to post the Notice to Vacate for non-payment, you refused to accept it. During a subsequent in-person attempt on 10/03/2024, I was physically assaulted by you, an incident captured on video. This behavior is unacceptable, and the event has been included in our legal proceedings.
  -Upcoming Court Hearing and Eviction:
  Due to ongoing rent defaults and the aforementioned assault, we have a court hearing scheduled for 10/30/2024 at 1:30 PM, where we will seek judgment for the unpaid rent and legal eviction. We are proceeding through the legal system to ensure a fair resolution in accordance with Texas property law.
  We remain committed to resolving this matter appropriately and urge you to attend the court hearing on 10/30/2024 to discuss any further concerns.
  Sincerely,
  ***** ****
  Owner, Broker
  VP Realty Services

  Customer Answer

  Date: 10/23/2024

  I am rejecting this response because:   ************ refused payment 

  and is bullying tenants because their home is in foreclosure also 

  putting court documents on this platform is not legal 

  we can provide documents as well 

  putting personal information of tenants on the internet is a safety risk 

  as noted my complaint did not include the police report and also the video of the illegal entering of the home at 9:00 pm with out notice . Since the business decided to breach tenant privacy rights by placing a falsified document there will be legal repercussions. 
  Dwahnish Italia as well as ***** are liars bulllies who refuse rent to end leases early to recycle tenants to allow their fellow indian landlords to rent homes that they were supposed to actually be living in as stipulated by their mortgage contracts. 
  

  this time they tried to mess with the wrong tenant 

  they can upload whatever they choose but they need to upload the previous rulings that were in favor of US the defendant'. 
  on the court date when we appear with all of the money refused from the landlord and his sketchy management company lets see how they react when they loose. Tenants that want to pay rent should not be bullied to end their lease because the owner has taken a loss as stated in recorded and written form and wants to get out of the contract. 
  we will win as always. 
  

  ***** lets see how GOD works ! 

  Customer Answer

  Date: 10/23/2024

  The personal information entered by the business is a breach of tenant privacy rights 

  in our complaint we could have also submitted police records and documents but we did not 

  we request the information with court papers with my family and personal information not be published on the website 

  Business Response

  Date: 10/24/2024

  ****** has breached the contract by not paying the rent and is holding over the property without paying the rent.

  Numerous attempts were made where we offered tenants to move out voluntarily yet they ignored the resolution and decided to continue breaking the law and exploiting homeowner's generosity.

  We are seeking courts judgements against such ill behaviour

• Initial Complaint

  Date:10/20/2024

  Type:Product 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 occupied a property by VP-Realty on **************************************** and did my part to pay rent on time. There was no walk through before uptake and the keys were under a rock placed outside for the new tenant to pick and occupy as we would later find out this is how the company avoids a face to face evaluation of anything that might require fixing.Towards the end of the lease the company started raising unfounded breach of lease emails to intimidate us to renew a lease which we had no intention of renewing. At this point we had established that this is a company that acts as a law unto itself and this was proven when they listed our phone numbers on their website for us to show the house to their prospective clients notwithstanding our express email not to do it. Consistent with the behavior you are reading online about this company they informed us that they used our deposit to paint the entire house. Knowing who we were dealing with, we collected evidence photographic among others to prove the impeccable condition we left the house in. This company is determined to take your rent deposit period . I requested a walk through with their agent which they declined asking me to leave the keys in a safe place outside like under a rock like i found it when i first occupied. I rented the house for two years and everything you read online will be done to you if you rent with them because this company is unprofessional , does not refund deposit and will post your phone number online like you work for them.They act as if the laws of Texas do not apply to them .

  Business Response

  Date: 10/23/2024

  1. The tenant sent the move out notice on 05/28 and the actual move out date was 06/30
  according to the executed lease agreement terms the tenant was required to provide 60 days notice
  2. We tried to renew the lease with the tenant with good intentions only
  3. on the showing part we communicated with the tenant and once they agreed we used their contacts
  4. the tenants were very well informed, also on the showings we only did it according to their allowed times
  they left the home in bad condition and the repairs were more than the entire deposit, If it could have normal wear and tear we would not have charged it to them, but it was more than that, The home was not maintained and it was damaged so the owners has to pay out of his pocket as well.
  
  I hope that clarifies the things up and request to dismiss the complain 

• Initial Complaint

  Date:10/18/2024

  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.

  On 6/24/24 I reported a maintenance request for water leaking through my ceiling. They had a vendor fix the leak but said he couldn't fix the damage and closed the repair on 7/3/24. They said they would fix the damage but never did. I opened a new request on 9/15/24 and they canceled the request. I opened another request on 9/24/24 but they canceled it again. They finally scheduled a vendor to come out on 10/5/24 between 1-1:30. He did not show up. He claims he did so they charged me $75 and said if I didn't pay it within 24 hours they would terminate my lease. Then they rescheduled the vendor to come out on 10/12/24 between 10-10:30 and he never showed again. The ceiling is now growing mold and they have yet to find a vendor that can fix the problem. In the meantime they have scheduled the same vendor to come tomorrow 10/18/24 between 9-10. I provided surveillance camera screen shots that show my vehicles home all day both days. I would like a refund of the $75 I was charged as well as the $24 administration fees they began charging me out of the blue last month and have added to my rent this month. I would like the vendors employer name and licensing information because I do not feel safe at this point with him in my home alone but neither one will provide. I am also worried about the health of my children and myself as the mold is visible and growing in my kitchen where I prepare food. Dealing with them is a nightmare as they only respond to the questions they want. I would like a copy of the mold testing and for it to be repaired immediately and the administration fees to be canceled going forward as I did not agree to pay those fees, especially since they can't seem to do their job.

  Business Response

  Date: 11/04/2024

  HI

  **** went there previously but he mentioned tenant wasn't tehre so as per lease we charge to the tenant.

  also **** our vendor get the work done already, previously he work on mold issue and clean it then he fix the ceiling issue

   

  Customer Answer

  Date: 11/04/2024

  I am rejecting this response because:  They have done nothing to resolve the refund or the mold removal issue.  I have been refunded $0 and would still like a refund for the $75 on the day I proved I was home when the vendor says he came.  I also want a refund for the $48 they have charged me for administrative fees and would like the charges stopped going forward.  Also, the mold was painted over as the "fix" until I contacted the owner of the home to get him involved.  They came out this past weekend and it took two days to "repair" the ceiling but it is terribly done and the mold still hasn't been professionally removed or re-tested to verify the vendor got it all, especially in the attic where the leak originally occurred.  

• Initial Complaint

  Date:10/07/2024

  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.

  It's been a challenging experience renting from VP Realty. The lack of professionalism is evident in every filed complaint, indicating a pattern of poor communication & untimely issue resolution. Presently, 2 outstanding problems remain unaddressed. 1. The first-floor air conditioning (AC) unit has been non-operational since 7/7, following a prior week-long malfunction of the 2nd floor unit w/temperatures reaching 93. 2. Sewer water has backed up into the 1st floor bathroom twice w/in a month, w/delayed approval for necessary ******************** The process for addressing work orders places the burden on tenants. Upon ************************ of work orders, tenants are instructed to initiate a claim w/the warranty company. However, necessary information for this process is not readily provided, leading to delays & complications. There is a lack of communication regarding vendor selection & subsequent scheduling, resulting in undue wait times & unresolved issues. Furthermore, there has been a lack of temporary solutions or rent discounts during periods of inconvenience, such as the absence of a working AC & prolonged master bathroom issues. Notably, an additional "office administration" fee was introduced on 10/2 for an effective date of 10/1, despite ongoing service inadequacies. Numerous detailed ************* messages regarding work orders have gone unanswered for days, requiring repeated attempts to elicit a response. In our recent communication dated 10/3, we requested the resolution of the ********** line issues within 7 business days, in line with Section ****** of the Texas Property Code. Failure to address these concerns may compel us to allocate rent payments toward necessary repairs & consider early lease termination. A response from VP is eagerly awaited. The persistent lack of action & inadequate communication from VP Realty are unacceptable. We seek a resolution to these ongoing issues in a fair & timely manner. Included is a copy of an email thread

  Customer Answer

  Date: 10/09/2024

  Since my first complaint submission VP is now attempting to send a third vendor to identify the problem with the ** unit on 1st floor even though they have had two vendors indicate that the problem is with the coil. This third vendor has now indicated on two separate occasions that we have not been available for their tech to enter the house. That information is incorrect. I do not understand how the office staff for *** hasn't had a problem getting a hold of me on my cell phone, but the tech indicated that I did not answer and that there wasn't an option for voicemail. I get daily voicemails from spam callers that I have to delete every single time. I called the office staff at *** yesterday to inquire whether they were going to go fix the known issue or if they were going to need to start the whole process of identifying the problem and submitting a proposal for approval before doing any work. She indicated that they were new to the contract and that they would have to identify the problem for themselves which means this issue will not be resolved for another couple of days or weeks. 

  Business Response

  Date: 10/14/2024

  Good morning

  Regardong repairs things, Recently we get an service request for AC issue

  We had assigned an BFS Home warranty to check on it, First they had scheduled on 2nd Oct but it was not happen. Again it was scheduled on 8th but again same. Finally warranty was **** to check AC on 10th and found issue in coil. they said it need replacement, We informed owner on it, they approved it. We ask tenant to coordinate with *** to get the repairs done.

  On Sewer issue we had fixed it previously already, but we had asked our vendor to check on it again

  Customer Answer

  Date: 10/16/2024

  I am rejecting this response because: VP Realty has not adequately addressed two primary concerns: the lack of prompt attention to work orders and the absence of temporary solutions or rent reductions during periods of inconvenience. Despite the eventual approval of the necessary work to rectify the issue with the ** unit, we have been without a functional unit since July 7th. In our recent email dated 10/3/24, we clearly requested the resolution of the two work orders within 7 business days. Once again, the failure to rectify the issue within a reasonable timeframe, as stipulated in Section ****** of the Texas Property Code, is evident. We are seeking rental compensation for each month during which we have been without a functional unit. Furthermore, the cause of the plumbing issues we have experienced, as identified by the plumber, has not been resolved. If the roots in the sewer pipes are not cleared, there is a high likelihood of sewage backup into the toilet, posing a health risk to myself and my family. We are requesting that the roots be cleared from the sewer lines immediately to prevent sewer water from backing up into the home again. Lastly, the lack of communication persists, as the email directed to the key members of the work orders department and the owners of VP Realty remains unanswered. I have included an updated copy of the email thread.

• Initial Complaint

  Date:10/02/2024

  Type:Billing 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.

  VP Realty Services sent a note that they were going to add fees to management, disabled our account to pay rent (after paying October rent on time), did not reimburse when we had to get a locksmith when locked out (due to front door not working), did not reimburse when we had to go to a hotel to stay when temps were over 90 degrees inside because the air conditioning did not work.

  Business Response

  Date: 10/14/2024

  Thank you for bringing this matter to our attention. We take all feedback seriously and strive to resolve any concerns promptly and fairly.
  Upon reviewing the complaint regarding the administrative fees charged in relation to the property at ************************************, we acknowledge that these fees were applied in error. We sincerely apologize for any inconvenience this may have caused.
  Please be assured that:
  The incorrect charges have been identified, and we have already initiated the process to reverse the fees.
  Any adjustments will reflect in your account promptly, and you will not be held responsible for any erroneous charges.
  We are reviewing our processes to ensure this type of mistake does not happen again in the future.

  Business Response

  Date: 10/14/2024

  we would like to clarify that the charges are in accordance with Clause 6.2 of the signed lease agreement, which states:
  "6.2 MONTHLY ADMIN FEE
  In addition to the monthly rent, the Tenant shall pay a monthly administrative fee equivalent to 2% of the monthly rent."
  This fee was included in the lease agreement that both parties agreed to at the time of signing. We understand that there may have been confusion regarding the nature of this charge, and we apologize for any inconvenience this may have caused.
  If you believe this fee was charged in error despite the terms of the agreement, or if there is any further clarification needed, please feel free to reach out to us directly, and we will be happy to review the matter with you.
  We are committed to ensuring a clear and satisfactory resolution to this issue and appreciate your understanding.

• Initial Complaint

  Date:10/01/2024

  Type:Product 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.

  ********** is the real estate company that my home is sub leased through that I pay each month on time for my home I reside in. I have had multiple problems since moving in the the **** and plumbing from my upstairs bathroom going down to dripping through a light fixture into our pantry that is a complete fire hazard. I have called and tried to get the problems fixed only to find out no one shows up when Vendors are always "on their way" and taking multiple days off of work on top of being charged random Admin fees to my account that I know I do not owe. Any problem I have had in the home it was there prior to me signing a lease and not my responsibility. It all comes from the lack of attention by the leasing company. Yesterday I had a vendor show up entering my home without permission which was all caught on my ring cameras. My 17yr old son came home to find him in the home stating he was there to work on a garbage disposal. Which was not an order called in. First he had no permission to enter the home second he was in the wrong home. This place is a joke and they treat everyone poorly even when rent is paid on time without fail each and every month.

  Business Response

  Date: 10/14/2024

  I would like to provide an update regarding the recent work orders we received:
  
  1. *** Work Order*: We received the ** work order on August 20th and promptly provided the vendor details the following day. The vendor and tenant attempted to schedule a visit, but due to unforeseen circumstances, it could not be arranged. Eventually, the service was successfully scheduled for August 30th, and the issue was resolved.
  
  2. *Shower Water Leak*: We received the work order for the upstairs shower water leak on September 28th. This issue was addressed and resolved within 3-4 days, ensuring minimal disruption.
  
  3. *Garbage Disposal Issue*: We have no record of receiving a work order from the tenant regarding the garbage disposal. Additionally, we did not send anyone from our side to address this issue..
  
  If you have any further questions or need additional information, please feel free to reach out.