ComplaintsforA-1 Equity Real Estate

• Initial Complaint

  12/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In August of 2023 a leak developed in the upstairs unit bathroom. Which in order to be fixed, meant the plumbing company had to cut a big hole into my bathroom ceiling. Well i sent emails and called the realtor company many times to inform them that the hole was never repaired and when will it be repaired. Here we are 4 months later, with NO response and the hole still hasn't been repaired. UNTIL, December 19 2023, when i sent an email informing Equity, That i was going to break my lease due to an unhealthy living environment. On Dec 18,2023 as i was cleaning, i discovered MOLD growing in the cabinet under the bathroom sink and behind the toilet. Also up along the wall behind the toilet, there is a long crack, well that crack also has mold growing out of it. The discovery of the Mold, now explains why I'm always constantly sick and why i am always smelling mold, when i am in the apartment. I can not continue to live in these types of conditions, especially with me being a Cancer Patient, i may currently be in remission; But I still have to schedule follow up visits with my oncologist ever 3 months. Living in this apartment is ******* and Hurting my health. Equity Real Estate knows about my Cancer health issues and they know that i can not live in these types of living conditions. I even refreshed ***** (The property Managers) memory of my cancer health issue, on *****- 2023 when i spoke to her (Gabby)on the phone, about breaking my lease. Because of the mold discovery, the hole in the bathroom ceiling and roaches. ***** said equity would send someone out to fix the problem. Well someone came out and just patched the hole,and crack on the wall and sprayed Killz and bleach on the mold. The company did not remove or replace the molded ********************* just PAINTED OVER IT! Since living in these apartments i have had constant problems one after another. I can not continue to live in an apartment that is jeopardizing and affecting my health another day!!!

  Business response

  01/02/2024

  BBB ... The Tenant has skipped out on her lease. We were tiring to correct the issue and she moved out.

  Equity Real Estate Property Management Team
  
  

   

  Customer response

  01/02/2024

  Complaint: 21040681
  
  I am rejecting this response because:
  

  Equity Real Estate failed to fix the mold problem. The apartment bathroom has mold growing all in between the walls. The company equity Real Estate hires to fix the mold issue. Just taped a crack sprayed **** over the mold and then painted right over it. The company was not professional about the work. In order to get rid of the mold . The molded sheetrock needed to be taken down and new sheetrock hung. Which the company failed to do. I have pictures of all the mold and before and after pictures of the so call attempt repair fix that was supposedly done. 
  Regards,
  
  ***************************

  Business response

  01/03/2024

  BBB ... We have pictures to prove that when the tenant moved out there was no evidence of mold or mildew. The Tenant skipped out without notice. According to the lease she owes to the end of her lease. We will be pursue this through small claims court.  We are sorry that it has come to this. We will follow the lease provisions. If the tenant wants to come to the office and try to resolve this issue amicably we are willing to sit and talk.
  

  The Equity Real Estate Team.
  

  Customer response

  01/10/2024

  Complaint: 21040681
  
  I am rejecting this response

  
  
  Regards,
  
  ***************************

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of September I emailed Equity to let them know that my refrigerator had gone out. Equity email me back saying they needed the serial/model number of the refrigerator. I emailed them explaining that I have been throwing food away because it was ruined. I emailed them back that information. Equity emailed me asking for pictures of the inside of the top and bottom of the refrigerator I asked them what is that going to prove. I called them them because I never heard back from them and spoke to a lady and asked her what are planning to do about the refrigerator she told me to go an buy a cooler and ice to keep my food from being ruined until they can get a man to come out an analyze the refrigerator. I told her that I'm throwing away food that I can't replaced because I don't have the money but you want me to buy a cooler and ice. Then I asked her how long will it take the man to come out to analyze the refrigerator, she said a week or two I asked her was she serious. An outside contractor came to analyze the refrigerator to say that the compressor is out. I asked him how long will it take to fix it, he told me that's not his job that he will send his report to Equity( the owner) and the owner will decide if they want to fix it or replace it. By that time I went to *****'s to get a refrigerator something I shouldn't have to do. October the 15th I emailed Equity and asked about the repairs or replacement of my refrigerator if they are not going to fix it to remove it from the apartment since I got another one. October 18th I received a reply to my email saying they are waiting on the owner to respond thank you for your patience. I shouldn't have to wait this long for them to replace my refrigerator when I pay my rent $700 faithfully on time. I'm out of extra money by getting another refrigerator. I just want compensation for my food I lost and for the refrigerator I had to get from *****'s.

  Business response

  11/07/2023

  BBB ... We have meet with our resident. We believe we are resolving the issue and are on the road to making everyone happy again.

  Thank you

  The Equity Real Estate Property Management Team
  

  Customer response

  11/10/2023

  Complaint: 20744929
  
  I am rejecting this response because:

  
  In reference to Equity saying they are working on resolving the issue. I asked for $600 to resolved the issue plus replace the refrigerator. The reason I asked for the money is to replaced the loss of food and to take $200 off my rent which I consider to be a reasonable amount. Equity Property Manager ***** called and asked could she come to my apartment and see the refrigerator that I was leasing from *****'s and wanted to see my paperwork/ pay off amount. ***** came to my apartment on a Wednesday I gave her my paperwork which had the pay off on there. She took the paperwork and said that the pay off was too much so they were going to replace the refrigerator and give me $400 for food.
  ***** told me that Equity will cut check Friday October 31st I told her that I will stop by before work to pick up the check. ***** called me around 3:00pm that same day to tell me that she will not be able to give me the $400 for groceries that she can take $200 off my rent for November and that she can get the $200 for groceries. I told her that's not what we agreed upon but ok I'll take the $200 for groceries. ***** text me and said that she is waiting on approval to give me the $200 for groceries and it could take up to 1-3 business days. I responded back and told her I feel like I'm getting screwed around with the $200 for groceries like y'all did behind the refrigerator. I also told her that they only reason that she even here is because I reached out to Better Business Bureau. Today is Wednesday, November ********* still have heard from Gabby. 

  
  Regards,
  
  *****************

  Business response

  12/01/2023

  BBB ... We have meet with *********** our resident of 3 years. We believe we have resolved the issue and are on the road to making everyone happy again. HOWEVER, in my research I found that the refrigerator went out Friday 9.29.23 in the afternoon. We did everything we could to try and find a refrigerator. Fortunately *********** found one and had it installed on the next Tuesday. The other good news is that *********** had a deep freeze in the apartment to help protect her food.  We have since ordered a new refrigerator and had it installed. We had the one she had installed returned and we credit your account with us for ****** have also credited her account with another $200 dollars for any food she had lost plus another $115. ************ has been a great tenant. We believe we have gone over and above to correct the situation.  We have installed a new $1000 Refrigerator, and have credited her account with us $85 + 200 + 115 = 400. We feel we have gone over and above to try and make things right.
  Thank you
  The Equity Real Estate Property Management Team

   

   

   

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My smoke detectors are not working. The date on them is 2012 and 2018. I have the ones you cannot put batteries into. I have called the landlord twice and Equity 3 times. I have contacted the *********************** **************** I was told by the city it is their responsible to replace the smoke detectors. I am concerned about my children and I safety if a fire were to happen. It is also not a fire extinguisher available. Please help.

  Business response

  10/12/2023

  BBB ... I will look into this and report back with what I find and the solution.

  ***** and all the great staffers working really hard for our clients and customers
  

   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, This is to inform any individual who is seeking to rent a property through Equity Real to strongly reconsider. The company is the most unprofessional and unorganized business I ever encountered. My move in date got pushed back without any notice due to renovations. These renovations included ceiling fans replacement, bathroom fixture, carpet, and stove replacement.My orginial move in date was set for 07/26/2021 I was told I couldn't move in. I was then told 7/28/2021 I could move my unit was still not ready on that date. If I had somewhere to go I have retrated my lease then. The painters was still painting when I started move my belongings in. The stove was completely broken and was suppose to be replaced. The carpet was still due to be replaced. The carpet was replaced after I moved in so you can image my frustration when I needed to move all my belongings out so the carpet can be put down.I submitted work orders for the kitchen sink have water damage and rot. The maintenance department put a wood panel over the damage and did not repair it properly. The sink is still in this condition 2 years later. The blinds to the mater bedroom side door were broken also the screen door was completely off and useless. The outdoor outlets do not work. Work order was submitted for that and nothing was repaired. I would like to be conpensated for the stove not being fully functions for the total of 2 years I rented from this company. I got a text today saying the stove is being replaced today 06/26/2023. I am due to move out July 15, 2023. The front office is rude and unprofessional. ******** to be exact. The real estate agents lie and are deceiful. PLEASE DO NOT TRUST THIS COMPANY!

  Business response

  07/07/2023

  We are not sure why our residence of 3 years is upset.  In fact, she has renewed her lease with us twice. As far as we knew, she was happy until leasing season started and we wanted to show the property. Additionally, the lease that she signed states that the property can be shown to potential new tenants. The unit is beautiful and is well taken care of. Most anybody would be happy to live there. Everybody in this office is a ********* with the intention of taking care of people... WE DON'T LIE OR INTENTLY DECEIVE PEOPLE AND  WE ARE PROFESSIONAL. It is unfortunate that she slanders our business because she simply does not want the property shown.
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am the current tenant of the listed rental property. Equity Real Estate is the Property Manager for the rental. They operate as the liaison between myself and the landlord (*****************************). I am not allowed to contact the landlord directly for issues per the lease.The problem: The sprinkler system does not work. No water comes out from the system. Despite numerous attempts to get it fixed, Equity (and by extension - the landlord) have failed to fix the system. THE **** IS BEING ADVERSELY AFFECTED by the failure of these parties to fix the system.Resolution: I need this fixed ASAP! The lawn is ******** and starting to die in places. I cannot and will not be held responsible for this.Timeline:1. Submitted Work Order #1 on 4/17/23 requesting the sprinkler system be turned back on from being turned-off earlier in the winter (see email attachment). About a week later, a guy named '****' came to turn the system back on and test it. I was here the entire time. During the tests, none of the sprinklers worked. **** indicated he would pass this info along to Equity and the landlord. On the same day **** arrived, Vic (landlord) texted me. I passed along that the sprinklers were back "on" - but didn't work. Heard nothing back.2. No action occurred on issue - submitted Work Order #2 on 5/4/23 (text of Work Order attached). Got response from Equity indicating receipt and landlord advised (email attached) he would address. Nothing happened - no one contacted me - system still not fixed.3. Submitted Work Order #3 on 5/22/23 indicating dire need to have sprinkler system fixed. Followed-up with multiple emails (4) to Equity and landlord asking for status (email attached). I still have heard nothing. No action to fix sprinkler system.Rent is up-to-date and I've done all I can to get action on this. Pictures of part of lawn attached.I'm moving out 7/15/23 and am concerned Equity and landlord will steal security deposit to fix the lawn.

  Business response

  06/05/2023

  Good Morning ... Equity Real Estate Property Management, Manages the house for the owner. Sorry your having an issue. Please document everything. EQRE Property Management has NEVER stolen any money from anybody. Thank you for wanting to do the right and honorable thing.

  ***************************
  

  I am the current tenant of the listed rental property. Equity Real
  Estate is the Property Manager for the rental. They operate as the
  liaison between myself and the landlord (*****************************). I am not
  allowed to contact the landlord directly for issues per the lease.
  
  The problem: The sprinkler system does not work. No water comes out
  from the system. Despite numerous attempts to get it fixed, Equity (and
  by extension - the landlord) have failed to fix the system. THE ****
  IS BEING ADVERSELY AFFECTED by the failure of these parties to fix the
  system.
  
  Resolution: I need this fixed ASAP! The lawn is ******** and starting
  to die in places. I cannot and will not be held responsible for this.
  
  Timeline:
  
  1. Submitted Work Order #1 on 4/17/23 requesting the sprinkler system
  be turned back on from being turned-off earlier in the winter (see email
  attachment). About a week later, a guy named '****' came to turn the
  system back on and test it. I was here the entire time. During the
  tests, none of the sprinklers worked. **** indicated he would pass this
  info along to Equity and the landlord.
  On the same day **** arrived, Vic (landlord) texted me. I passed along
  that the sprinklers were back "on" - but didn't work. Heard nothing
  back.
  
  2. No action occurred on issue - submitted Work Order #2 on 5/4/23
  (text of Work Order attached). Got response from Equity indicating
  receipt and landlord advised (email attached) he would address. Nothing
  happened - no one contacted me - system still not fixed.
  
  3. Submitted Work Order #3 on 5/22/23 indicating dire need to have
  sprinkler system fixed. Followed-up with multiple emails (4) to Equity
  and landlord asking for status (email attached). I still have heard
  nothing. No action to fix sprinkler system.
  
  Rent is up-to-date and I've done all I can to get action on this.
  Pictures of part of lawn attached.
  
  I'm moving out 7/15/23 and am concerned Equity and landlord will steal
  security deposit to fix the lawn.

   

   

  Customer response

  06/05/2023

  Complaint: 20116162
  
  I am rejecting this response because:  They haven't addressed the underlying problem/issue.  The sprinkler system needs to be fixed ASAP!  Despite the response from the business, no one from Equity nor the Landlord have contacted me to address and fix the sprinkler system.  Do they have the right email for me?  *********************.  Are they going to contact me to arrange for the problem to be fixed?  If so - how and when?
  
  Regards,
  
  *****************************

  Business response

  06/12/2023

  Equity Real Estate is the Management Company.  We can not control when the owner will repair the sprinkler system.  ***** property code will protect you if you have not done damage.  I wish we could help you more. The owner of the house is aware of the situation.

  Have A Great Day

  The Equity Real Estate Property Management TEAM
  

   

  Customer response

  06/13/2023

  Complaint: 20116162
  
  I am rejecting this response because:  I don't care AT ALL that the Landlord hasn't responded to the Work Order.  That is NOT MY ISSUE!

  You (Equity BCS) represent the Landlord in ALL issues.  and YOU (Equity BCS) specifically state that I am not allowed to contact the Landlord directly regarding issues with the property.  I am following what is written in the lease.

  If YOU (Equity BCS) can't control the Landlord/property owner, perhaps YOU should reconsider having him as a client.

  YOU (Equity BCS) can call for the repairs as the LEGAL reprensentative of this property and subtract repair cost from my rent to pay for the solution.

  If YOU (Equity BCS) so much as touch or indicate a reduction of my Security Deposit at move-out due to lawn condition, this matter will simply escalate to the next level.

  Do your job.

  
  Regards,
  
  *****************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a notice on my door yesterday 3/31/23 from the Equity Real Estate (attached below, labeled notice), requesting me to move the clutter off of my porch because of complaints made by my neighbors (allegations the Equity office made). The items on my porch (that I pay rent for) is my decorations (attached below labeled my home) is not clutter; it was put on my by me intentionally for decorations and has been there since I moved here 9 months ago. I will not move my decorations based on other peoples opinion; but if they can show me where I violated my contract, any laws, regulations, or policies then I will act accordingly. I also have attached pictures (below) of other town homes within the sector that are also decorated (I have more but they wouldn't fit in email) were they a problem, are was I just singled out. This company have horrible reviews not only by me but other residence. They continually do things hateful to provoke me; and then lie about it, so now I record every interaction with them for there and my protection. They have sent males to my house on several occasions when I am home alone without notifying me (which is in the contract) and I have asked them not to, instead they continually do it. The refrigerator man came to my house to fix the refrigerator and he did, I informed Equity that the refrigerator was fixed. A couple days later they sent two men to my house while I was a lone trying to come in and replace the refrigerator, which I had already informed them that it was fixed. I was afraid so I called them upset these men were at my door supposedly to fix something that was fixed and I didn't know they were coming(so now I got a ring doorbell). Equity also sent an Asian guy to my house (whole conversation was recorded by my ring doorbell) he was trying to do a work order for the washer and dryer which was working and I never put a work order in, I didn't open door. They did it a couple of days ago, continually trying to prove me.

  Business response

  04/05/2023

  Good Morning ...

  Equity Real Estate Property Management ... Manages the *** for the ******************* where this person lives. We have no control over the CONDOMINIUM DOCUMENTS. We are hired to help enforce the Rules and Regulations. We have sent the resident a link to the *** website soshe can read the CONDOMINIUM DOCUMENTS as well as the Rules and Regulations. Here is the link as well ***********************************

  Equity Real Estate Property Management
  

   

   

   

   

  Customer response

  04/06/2023

  Complaint: 19884117
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  Customer response

  04/08/2023

  Complaint: 19884117
  
  I am rejecting this response because: I am rejecting this response because: ***************** (Equity) has given two different statements justifying their actions and reasoning of why I should remove my decorations (which they called clutter); which neither justifications identifies any violations with my decorations. In my prior attachment (labeled: my notice) Equity justified the removal of my decorations (labeled: myhome; prior attachment) by makings claims that the neigbors were complaining; which in this situation the allegations of their complaints do not justifiy for any actions to be taken legally. In the response to the BBB review report, Equity then change their statement justifying their actions according to *** *********************** Rules, attached labeled ***), I have read and reviewed the *** rules and have not found any violations to justifie removal of my decorations. My decorations have been outside my town home for 9 months and is not cluttering, distasteful,derogative, illegal,or altering any attachment of the town home (all the decorations have been placed neatly in my rented area). Equity also made a statement in the BBB response that they were following *** rules; acting as if they had nothing to do with the rules; which after review of the website I came to  realization that everyone of Equity empolyers are the ********************* because they pictures on the website state as so. Equity has been manipulative to me as well as other tenants, their reviews are 1 out 5 (attached: Equity Review) and most of the bad reviews are on the *****/College Station area. They are an organization that dont accept responsibility; they gaslight the tenants; and make up their own rules. They have tried all kind of manipulation with me, even trying to imply quarterly inspections (prior attached email:labeled quarterly inspections) on my town home; which was never stated in the contract and is still not in the contract. They tried to highlight inspectors and identify it with quartely inspections, which if you read the sentence it dose not correlate with what they were trying to imply to me about the quarterly inspections, manpulation. I also spoke to tenants (some family members); which lease from Equity and have never heard of quarterly inspecions; neirther do I think anyone would sign a contract to have their Bill of Rights and privacy invaded by their land four times a year, checking on them like they are child without good reasoning (fire extinguishers inspections, work orders, or something in that lane). I have more incidents, but will not display them at this moment and there are other house with decorations as well. 
  Regards,
  
  *****************************

  Business response

  04/10/2023

  BBB ... EQRE manages the *** and the *** documents are the GUIDELINES for owners and residents. We are providing a link the *** web-site.  ***********************************

  We apologize if there has been some kind of miscommunication. However, the *** DOC's and the rules and reg's are the GUIDELINES.

  When *********** got the notice on her door she called the office to let us know that she had a gun and no body better touch her stuff. 

  Quarterly inspection ... We are a Real Estate property management firm. Our clients expect us to view and report to them quarterly on the condition of their property. And, it is in the lease that we can on behalf of the owner inspect the unit. NOTE: We use ***** *********** of ******** Lease. Very common lease for Realtor to use.
  

  Thank you
  

   

   

  Customer response

  04/11/2023

  Complaint: 19884117
  I am rejecting this response because: First and formost I am not license to carry a gun; neither do I own a gun or have one in my possession. I did not call in regards to the notice on my door, I sent you a very professional email on Saturday, April 1, 2023 at 12:17 PM (attached labeled: respond to notice) and wrote a BBB complaint. Your organization is disgruntled because of the two BBB complaints filed by me and is now making false allegations of me threatening your office. I have also been to ************** since the notice was left on my door to pay my rent on 4/5/2023 (attached labeled: receipt) and was never made aware, served with anything, or apprehend of these allegations. You also have responded to this complaint and never made any notice of these allegations. To make you aware I am a ***************************************************************************************** a manner of having to threaten a origanization with a gun that I why I sent a email and filed a complaint. I also want to reiterate on quarterly inspection, ***** **************** has nothing to do with quartely inspections; if that was the case everybody that rents in ***** would be getting quartely inspections. I also have family members and friends that lease up under your organization and have never heard of quartely inspections. I have also been living in my town home since July of ******************************************************* FEB of 2023 (prior attachment: labeled quartley inspections). I had been living in my town home since July of 22 about 7 months later FEB of 23 you address about quartly inspections; which would mean that you should inspected me in NOV then March and so on if that was the case. You stated in the email (prior attached: lableled quartely inspections) that per the owner you do quartely inspections and now your stating per ***** **************** guidiance, two different statements. Also you tried to use the contract (prior attached: labeled equality justification) as justification for quartely inspections, which the contract did not say anything about quartely inspections. You also never address the fact that you continued to send people to my house unannounced per the guidiance of the contract and after I asked you not to. You are making allegations which have to be legally proven, you have been retaliationing against me since my BBB complaints.   

  Regards,
  
  *****************************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted my landlord at 6:06 pm on November 14, 2022 in regards to the heating system not working. It was after business hours so the phone gave me the option to be directed to emergency maintenance. I chose to be directed and reached the operator which documented my issues and called maintenance. I called multiple times to the operator requesting them to contact maintenance; the operator informed on several calls of different responses they were receiving from the emergency maintenance. Some of the responses from maintenance was: she can stay with a friend, another response was they don't come out after dark, they also said that they had contacted several places and they were close, and etc..... Maintenance finally called at 7:26 pm; after I had placed multiple calls to the operator and related multiple messages. Maintenance had me to try and put the heater on emergency heat, but I told them the box was not working. Then they insisted on me going to the breaker box and checking the switches; which I did not know where it was located. They told me to check the breakers and make sure they were on on, which I did not know how they operated but everyone breaker was on on. Maintenance never came out to check so me and my son's slept in a cold house with the temperature being at 48 degrees and declining through the night. I also look up several services the fix heating problems; which are opened 24 hours. ***** laws also states that it is the responsibility of the landlord to fix and service proper heating to property for the safety and welfare of the tenant. My landlord fail to render that service and made up excuses and never came to my property to check out the issue. Flu virus is going around rapidly, as well as COVID is still out; this was a safety hazard to me and my kids; I pay rent and utilities monthly on time and my family should not have to deal with this treatment . This morning I went to office, they sent service tech; but their maintenance never came

  Business response

  11/17/2022

  BBB ... We have received the complaint from our resident at **** ****** Tap Unit ****. We are sorry that they feel the way they do about the situation. We have an after hours emergency number for our residents to call for help. The call was answered and she was told that the service company will be there first thing in the morning. The **** service companies are doing their best to keep up with all the service calls.  Many calls that come in after hours while it's dark are hard to get to, especially since the service companies end the day having to catch up the next day.  Our resident called the answering service so many times we lost count. The owner of the **** company personally called her to explain and he took so many calls to his phone that it became harassment.  Companies that are doing their best to keep up do not deserve this kind of treatment. As promised, they were there first thing in the morning to get the unit up and going.

  Desired Settlement for us is ... for our resident to follow paragraph 18 (repairs)of the lease. States all repairs must be writing. With the UGLY treatment of the service company, answering service and then coming into the office screaming as loud as possible is unacceptable. We tried to file a criminal trespassing restraint and the police told us she had to be onsite for them to file one. The next time she is on our property we will file a criminal trespassing restraint.
  

   

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into my duplex on 02/14/2022, six days after my daughter was born. I took over a sublease, which I understand means you take it as is (which equity management repeated to me several times when i would reports problems), however, I do not think taking a *****-infested duplex without being informed is fair. And when reported, several times, not being properly treated. The House was also left in complete disaster by the previous tenants, nor were the locks ever changed after I took over the duplex, and was told that the property management would not hold the keys for the previous owners for me to come to collect so they left them under a mat outside the front door. The flooring throughout the living room and dining room has one-inch gaps sporadically throughout the floor pieces, and what looked to be water damage in one complete corner of the house. I reported the damage and even had one of the employees come to look at it and other areas of the house, where she even witnessed a ***** come from the broken dishwasher. I was informed that all of this would be taken care of within the next week, in which I agreed to resign the lease if so (I do not have the money to put another deposit down nor want to move again with a baby so trying my best to fix what I have now). Weeks went by and nothing was updated, to which then there was heavy rain and the front living room flooded, damaging the floor EVEN more. I reported that and more issues. They replied they can not repair the floors now until they know what is causing the flooding therefore the floors will remain damaged. The flooring company had already informed me of what needed to be done to fix the issue yet nothing has been reported back to me after asking for an accurate timeline of when it will be done, to which nothing has been mentioned. Almost four months have gone by, and still there are roaches (which is a health hazard especially with multiple kids) and possible mold from water damage. I need help please!

  Business response

  05/27/2022

  Tell us why here... Click here to view the original complaint details.

  Business response

  05/27/2022

  Good Morning ... I have done the research and have found some answers.  YES ... ************* subleased the property from the previous residents. In a sublease we are not part of the showing process. The previous residents were tiring to find someone to take over their lease obligation. ************* read and signed the sublease policy which states that EQRE Property Management does not make the unit ready for move in. We explained that to both the previous resident as well as *************. On a side note ... In a normal make ready process we would have seen all these issues and would have taken care of them during the make the unit ready process.
  

  Maintenance issues ... calling in maintenance a issue is the responsibility of the resident. If the resident does not call in the issue we would not know that there is an issue. Ms *********** moves in and obviously has a bug problem. We immediately contacted our pest control company whom sprays the unit quarterly. Remember, Unless there is an issue that comes up like this situation we would not know there is a problem. HOWEVER, if the resident does not call in the issue we would still not know there is an issue. When ************* moved in we discovered the bug problem and immediately we called BIO-GUARD our professional pest control company. Problems like this can take 2,3,4, maybe 5 trips over maybe as much as 60 days before we see them gone.  I HAVE BEEN TOLD THAT ************* REPORT TO THE **** CONTROL COMPANY OWNER THAT SHE HAS NO MORE ISSUE WITH BUGS.

  Water issue  ... Again, nobody reported that water was seeping in to the unit.  If we had known we would have responded immediately as we did when ************** called our after hours answering service during a rain storm to report that water was seeping into your unit and the floor was wet. We, also immediately sent a company out to water vac the water. We believe we have rectified the problem and believe the issue is corrected. If the issue occurs again ************** can call the front office and a works-order go out the same day.

  Flooring ... We are working on estimate to have the floor repaired. We need to get approval from our client who lives out of the country. Our goal is to have the floor repaired in the next 30 days.

  Dishwasher ... Once we knew there was a problem, we got approval to replace. ALL NEW

  ***************************

  Equity Real Estate Property Management Team
  

   

   

  hhkh

  Customer response

  05/28/2022

  Complaint: 17255884
  
  I am rejecting this response because:I had NEVER reported that there was no further issue with the pests. In fact I called SEVERAL times to report they needed to come back. Just like I called Thursday to follow up again about it. I had also asked about the flooring issue to which they told me they were still looking for the issue in which I responded I had already spoke with the company about the problem and they told me they had relayed the solution to you all as well. I was then informed that Eqiity was informed of a solution and they are working in it 

   

  I have literally been living out of Tupperware bins and airtight containers since we moved in because the shelves in kitchen are infested. I do not **** rarely in fear of the pests. My daughter will be crawling soon and I can not let her in our floor and I am just as worried about the pests when she becomes mobile  They can cause SEVERE health issues and the fact that I have been complaining manny times and you respond that I said it was no longer an issue blows my mind. I specifically spoke with pest control as well and he was the one who told me to call him back 7 days later and I called equity and no one was sent  I called again  no was sent  I followed up AGAIN and now was sent So unless they asked a different duplex not mine  ***** ever stated it was a controlled situation. 

  Regards,
  
  ***********************

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live at the **************************************** apartment complex in *****, *****. Things were pretty good until the small complex was sold to nonlocal, ****************** who eventually hired Equity Real Estate to manage the property. Here are my issues:1. On April 1, 2018, I moved from a newer one-bedroom (Unit A202) to an older one-bedroom (C202). It was done right before Equity took over, so my original lease has the older landlord's name on it (********* Management LLC). On page 1 of the least, the box is clearly marked that I must give written notice "30 days before the Expiration Date" of March 31. Every year, they try to force me to renew my lease 90 days early because that is Equity's policy. Every year, I explain the situation. The same happened this when I received their lease renewal letters in December 2021. I know others in the complex who had their apartments rented out from under them because they did not respond to the letters. I responded, and haven't heard from them since. Not it is actually time to renew my lease, and I haven't heard a thing.2. The company does not maintain the property and disregards maintenance requests. On July 8, 2021, I submitted a maintenance request with 4 pictures about water leaks, water rot and overflowing gutters around my apartment. I received a response on July 9, 2021, saying that my work order was received and someone would be out to fix the issues. Nothing since. No responses to my emails on October 28, 2021, December 31, 2021 and January 3, ******. I submitted a maintenance request on October 28, 2021, that the microwave above my stove stopped working. No responses to that email on subsequent ones sent on December 31, 2021, and January 3, ******. I tried to have cable installed in the living room, but the local company, Suddenlink, said the line is not active, and said the complex would need to fix it. They refused.I have been an excellent tenant. I called once and asked for responses in writing, without results!

  Business response

  03/16/2022

  Dear BBB ... We are sorry to hear that our resident is not happy.

  I have been managing property since ****. My company is an expert in this field.  We always follow the lease explicitly. A lot of people are confused about the time frame of when they are suppose to give notice and when the landlord can ask for an answer on whether the resident is staying or going. 
  

  The lease says a minimum of thirty day notice must be given. The 30 days is the final day for either party to give notice legally without penalty. This is one of the reasons that we start way in advance.  The lease has no restriction on when we can start or require a resident to give notice. In a college town like ***************,***** we have to start early enough to get all the leasing taken care of before school starts.

  CONVERSELY ... The Resident can give the landlord notice at anytime during the lease term. Even the same day they sign the lease. This does happen a lot. Most times if the resident calls and talks to any of the ladies in the front office about their situation and why they need us to wait for an answer, we generally ***** the request as long as it is a legitimate reason to wait.

  ******* is in charge of all incoming and out going work-orders. BY NO MEANS DO WE IGNORE WORK-ORDERS. I have spoken with ******* in the front office about any open work-orders. Sometimes work-orders get missed by accident. We have researched and found the work-order that *********************** sent ... it was in spam.  We had our Maintenance person recently look at the microwave and now we have pictures to send the owner as of Monday. We are asking the owner if we can replace the microwave.  I will make sure that ******* communicates that to *********************** with a estimate time of replacement.

  As far as the cable situation. The lease is explicit.  The landlord is not responsible for the utility "CABLE".

  Thank you

  ***** and all the Great Staffers working Hard to Keep people Happy
  

   

  Customer response

  03/20/2022

  Complaint: 16818512
  
  I am rejecting this response because:

  The statement "BY NO MEANS DO WE IGNORE WORK-ORDERS" is simply not true. ******************** said that "sometimes work-orders get missed by accident. We have researched and found the work-order that *********************** sent ... it was in spam." I sent an email about my microwave THREE times. Did they all go to spam? If they did, shouldn't you be checking spam daily if you know it's an issue?

  ******************** also called me on Wednesday, March 16, and left me a voice mail message. He said the message from the BBB went to his spam. Again, shouldn't he be checking that every day if you know it's an issue? 

  I am also rejecting this response because ******************** totally disregarded the second item on my list of complaints to the BBB. It stated:

  "On July 8, 2021, I submitted a maintenance request with 4 pictures about water leaks, water rot and overflowing gutters around my apartment. I received a response on July 9,2021, saying that my work order was received and someone would be out to fix the issues. Nothing since. No responses to my emails on October 28, 2021,December 31, 2021 and January 3, 2022. 3." Note that the request was first submitted on JULY 8, 2021. 

  Everyone living at the **************************************** has issues with getting maintenance requests completed. The buildings themselves are not maintained, and the grounds look awful. I'm sure this was a nice place once, but I don't think the owners or Equity Real Estate really care about any of that. They collect our rent checks but do nothing else. The pool and the laundry facility have both been closed. 

  I also contend with ******************** assessment of the 30-day notice. He says, "the lease has no restriction on when we can start or require a resident to give notice." What? My lease clearly states that I must provide written notice 30 days before the Expiration Date (end of March). So I should not have to receive these first and second notices from Equity about renewing my lease 90 days before my lease expires. What would happen if I received a "final" notice and did not respond before ********* ******* students or no college students, I should only receive a renewal notice in late February. I go over this EVERY YEAR with Equity staff. Last year, I called and said, "I will sign the lease renewal now if you want, but I still have until the end of February to give notice." She told me this wasn't true, and this led to an argument. 

  In short, I would like an answer (in writing) about the maintenance request on July 28, 2021. 

  I don't have any hope that I won't go through the same thing with my lease next year or that future maintenance requests won't be missed "accidentally" or not checked in spam.

  Sincerely,

  ***********************

   

   

  
  
  Regards,
  
  ***********************

  Business response

  03/25/2022

  Complaint: 16818512
  

  Good Morning ... we understand that **************** is unhappy and we don't ever like to hear that. The *** association is responsible for all the exterior repairs and the *** association is working on a plan to do exterior repairs.

  The compliant about how the lease is interpreted ... AGAIN, I have been managing property since ****. My company is an expert in this field.  We always follow the lease explicitly. A lot of people are confused about the time frame of when they are suppose to give notice and when the landlord can ask for an answer on whether the resident is staying or going. 
  
  The lease says a minimum of thirty day notice must be given. The 30 days is the final day for either party to give notice legally without penalty. This is one of the reasons that we start way in advance.  The lease has no restriction on when we can start or require a resident to give notice. In a college town like ***************,***** we have to start early enough to get all the leasing taken care of before school starts.
  CONVERSELY ... The Resident can give the landlord notice at anytime during the lease term. Even the same day they sign the lease. This does happen a lot. Most times if the resident calls and talks to any of the ladies in the front office about their situation and why they need us to wait for an answer, we generally ***** the request as long as it is a legitimate reason to wait.

  The lease is a legally binding contract and we are doing our best to follow the contract.

  THE MAINTENANCE REQUEST HAS BEEN COMPLETED ... A NEW MICROWAVE HAS BEEN INSTALLED

  Again ... we apologize. Between now and when **************** moves out ... PLEASE, follow up with a phone call to make sure ******* has the work order. That way it will get done in a timely matter.

  ***** and a my great staffers working hard everyday to help our clients and customers
  

   

  
  
  

  Customer response

  03/25/2022

  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.
  
  Regards,
  
  ***********************

*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. ↩