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:09/28/2023

  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.

  On September 27th, 2023 we received our deposit notice that we would only be refunded ******* out of the ******* that was placed as deposit. They claimed that they had to fix water damage that was clearly a result of their water heaters wear and tear. As someone who is familiarized with these kinds of things the only things that can constitute as damages against your deposit are abuse and negligence. We did not abuse the water heater because its electric there is no way to. We did not cause the leak as that is something due to the result of wear and tear. This company preys upon people it believes will have no recourse of action and uses that knowledge to their advantage to double dip their profits in fees to the landlord and egregious charges to the customer's deposit. Keep in mind the owner has a business called Pinnacle contracting which I am sure is used a subsidiary company to quote out extremely high bids to inflate the cost of repairs. The practices this company has followed are in direct Violation of the ***** I do not take the practices of this business lightly as a former business owner myself I am disgusted with their actions and even more disgusted with how I was treated when I brought these concerns to their attention. They even locked me out of my portal to get my maintenance requests so I don't have any documentation. Its textbook deceptive practices.

  Business Response

  Date: 10/13/2023

  TO whom it may concern - 
  
  
  Upon the tenants move out we performed a thorough inspection of the property and feel that all the charges that were billed were adequate and reflect the condition that the property was returned over to Tower upon the tenants move out. We have the documentation to support and back up the out charges. The move out expenses that were deducted are beyond what is considered normal "wear and tear. "  We spoke to the ******* and ****** and explained to them we are doing our fiduciary duties 
  
  
  The complaints and accusations made are false and not true as they claim. They never reported the water leak directly to Tower as stated on the lease agreement that they signed. The extent of damage was more than what was actually reported to the owner. Once we assessed the water damage upon the move out  we realized that the water penetrated through the baseboards and to the back of the cabinets. The tenants were speaking directly with the owner which resulted in the tenant's not submitting work orders to the management company and left us out of any prudent conversations to be able to assist them as dictated by the lease and the tenant handbook.  All tenants sign a lease which states their responsibility upon move out and addition a move out information sheet which also states a price of what they would be charged. In addition they never filled out the condition sheet that all tenants are required to fill out upon moving in to note any deficiencies found upon moving in.  
  Some of the items charged that were negligence on the tenant are: 
  
  
  Pet f**** throughout the entire backyard
  Pile of trash at the curb
  Return vent was left in terrible condition   
  Baseboards damage due to tenants negligence
  Oil stains from changing his oil in the garage/driveway (lease states no work as such must be performed at the property)
  Junk haul from the back yard plywood and particle board that are laying on the fence in the backyard.
  Paint throughout the home
  
  
  These are some of the items that needed to be addressed that are outside of the normal "wear tear."  
  
  
  We strive to treat all parties equally. The additional claims that we are affiliated with Pinnacle construction and own this company is also false as none of the invoices or work done at the property was ever done by this so-called "Pinnacle." All tenants get moved out of our system upon move out and can furnish reports and photos if needed. We have provided the tenants with all the information needed. 
  
  
  In conclusion, we have done our part to respond and attempt to work with them. We have had negative reviews left by the tenants and they also encouraged their friends to slander TPM name on social media. They have given us numerous 1 star reviews on all our platforms and have cyber bullied and made false remarks. As a previous business owner you would expect him to work with us as a business to find the best resolution for all parties.   
  
  We hope this matter helps with helping them gain some clarity and encourage them to reach out to us directly and allow us time to find a resolution and work together as we have attempted to do so. 

  Customer Answer

  Date: 10/13/2023

  Complaint: 20668606
  
  I am rejecting this response because:

  The claims they have made about the leaks and water damage were reported and we do have supporting evidence to show that they not only sent out people to come and address the problem but they also came out twice on two separate occasions and was a leak caused due to a toilets wear and tear and then after a water heater. The meritless claims this company has brought forth against us to scam us out of our deposit is less than just vile, its sickening. You should see what they claimed with paint everywhere when all I was trying to do was make sure the property looked its absolute best before I left and they count a couple of paint drops on the fire place mantle as if I trashed the place. I have pics of the entire property before I left and any court would side in my favor as I've sought counsel and been told the same by many and have their support when I need it. The lies this company continues to propagate are absolutely despicable. Plus their claim that we have been the ones slandering them is even more of a reason to see how absolutely reckless this companies lies are, and to go as far as  trying to blame us for their companies bad reviews sheds light upon their deceptive practices. We have had no response back to any of our emails trying to work things out and when we do get a response its that your staff is out of office till next week. We have tried to be patient and we have tried to communicate to no avail. 
  
  Regards,
  
  *************************

  Business Response

  Date: 10/17/2023

   Hello ***** & ******,
  
  
  Please let this notice serve that Tower is exiting communications regarding the security deposit allocations for the tenancy at **** ****** *******. There is no longer an active management agreement. After my conversation with the Landlord today, he is still processing his final determination. We feel that it's best to stand down since there is already an established line of communication between the Landlord and tenants, and our involvement is frustrated when we can't remain central to communications. There are comprehensive email chains available to both sides, and mutual access to evidence, invoices, etc. has been provided. Please keep these statements in mind:
  
  
  1) Tower does not possess any funds of tenants or the Landlord 
  2) Tower can provide any available information upon written request
  3) Once an agreed allocation is determined (or one determined by the Landlord) Tower will cooperate with drafting a revised Itemization of Security Deposit statement.