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:11/07/2024

  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 rented a townhouse from Clark Realty located at ******************************************** for about 2 years. Im being charged for move out fees for not cleaning and having the carpet cleaned. I moved out a month prior to my lease expiring which allowed me ample time to clean. During my move in inspection I notated damage on the carpets and floors throughout the property upstairs but especially in the master bedroom. I even submitted pictures & a receipt for carpet cleaning before turning in my keys. Prior to moving, I had a habit of no shoes on the carpet and shampooed it every month! However, I was told the carpet shampoo receipt would not be honored because I shouldve submitted it earlier. Despite my pictures, I was told the carpet still needed cleaning. I was also told the property was never cleaned although I did and submitted photos. As a result, my deposit will not be returned and I owe money.

  Business Response

  Date: 01/28/2025

  The property was not properly cleaned. As you can see the floors, baseboards, doors all needed to be cleaned including the refrigerator that still had food left behind. In the tenants lease it does state the receipt for carpet cleaning needs to be turned in when keys are returned.

• Initial Complaint

  Date:09/26/2024

  Type:Billing 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.

  K clark realty sent a bill of $2310 to ********************** to be collected as an unpaid debt. That amount was the exact amout of move out fees we paid to k clark realty on 07/19/2024. This full amount was submitted as a debt for collection in mine and my roommates names to ************** ******** ****** and ****** ******* also have been sent a collection notice from ********************** for the full amount that has already been paid. I have attached a confirmation email sent to me at the time of payment as well and my bank statement with the completed payment to k clark.

  Business Response

  Date: 10/06/2024

  Our office has reached out to the collection agency and the account has been removed for the collection agency. The file was in process when the tenant's paid the balance. They should receive a letter from the collection agency letting them know they are no longer in collections.

  Customer Answer

  Date: 10/07/2024

  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,
  
  **** ******

• Initial Complaint

  Date:09/19/2024

  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.

  Current 4 year tenant unable to get lease renewal resolved because it is impossible to get anyone on the phone except for the receptionist. The last contact I received was from the leasing agent (the first time they have ever called me) saying they would email me a new lease. Two leases were emailed on the same day (Sunday) that were for different amounts. They don't make it a policy to talk face to face or even on the phone. I just received a new "courtesy" email saying that they will charge me $700 extra with no explanation and no new lease. The new "Benefit Program" is neither beneficial nor optional. $420 a year is just greed, not help.

  Business Response

  Date: 09/19/2024

  Our office sent the original lease renewal 7/15/2024, the owner of the property wanted a rent increase. The tenant expressed how he didnt feel that the property was worth the increase and would like to keep the rent the same amount. We reached out to the owner. the owner still did an increase but not to the full amount originally owed. The renewal with the new rent amount was sent to the tenant on 8/28  and has been viewed 7 times by the tenant.  The benefit package is a mandatory for every new lease or lease renewal, this gives the tenants an opportunity to have a courtesy late fee forgiveness every 24 months,access to pay online, and other benefits. Most property management companies have a benefit package and are more expensive. The tenant has been communicated by phone calls; we had sat down with him in the office to hear his concerns as well as by email. Once the tenant signs the renewal the rent will decrease as of right now, he is month to month. 

• Initial Complaint

  Date:09/03/2024

  Type:Billing 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.

  I got a notice for debt collection by ******* recovery group about owing CLARK ********************************************* $2,310.24 for repairs to a rental unit after moving out. I do not owe this money as my roommates and I payed this exact amount on July 19th, 2024. I have a receipt stating that this amount was payed plus a $2.49 transaction fee.On the bill we were sent there was nothing stating that each individual owed any money it was just an overall bill for $2,310.24.The confirmation number for the payment made for that amount is 1FC0-6950.The account number i provided is from the debt collection letter i was sent. They used $1,395 of our security deposit to cover a $3,705.24 bill which left the remaining $2,310.24 which we payed on July 19th, 2024 I have the email receipt if that needs to be provided, and the bill was payed using my Fiancs debit card so she was sent the payment confirmation email (i provided a screenshot of this email)I just don't want to see any bills from them or have anything go to collections, i have payed them what they are owed and do not wish to have any more communication with this business.

  Business Response

  Date: 10/06/2024

  Our office has reached out to the collection agency and the file has been removed, the tenant will receive a letter from the collection agency letting the tenant know they are released from collections.

  Customer Answer

  Date: 10/07/2024

  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,
  
  ****** *******

• Initial Complaint

  Date:05/06/2024

  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.

  I am currently renting from Clark realty and have been now for the past four years. Every year there is a new fee that they charge or some type of increase, which I understand comes with the territory This year. They have now implemented a $35 tenant special package monthly fee that they mandate for you to pay. This special package for the tenants includes them reporting to the credit bureaus to help increase your credit. It includes them giving you or putting you into a program, possibly that could help for first time on home buyers. My concern with that is I don't need help with building my credit. My credit is just fine. I don't need any additional payments put on my credit because that will increase my debts ratio which is unnecessary. I do not need help with them helping me to get a first home because I will be going through my own private bank which is ***************************** credit Union and I do not feel that I should be forced into paying a monthly fee of $35 for them to do any of the things that I do not need for them to do. When I spoke with the the staff at Clark realty I was told I have no choice. It's mandated and I could not opt out. A lot of things report to the credit but I should not have to pay $35 for that. I do not need them to help me buy a house again. I have a bank for that. I do not need any of the special services that they are supplying with this tenant special benefits package, but I am being forced and mandated to pay for it and I would like to make a complaint. I feel that that is something that should be optional, not mandated because not everyone needs any of those services and I am one of those people. I would like to see what it is that I can do and what my rights are in reference to this mandated charge where they are offering services that I do not need and do not want

  Business Response

  Date: 06/10/2024

  The Benefits program that we started has been a success, it benefits our tenant's in many ways. Each tenant is sent their lease renewal 60 days prior to it being renewed. It is up to the tenant if they would like to continue renting with our company and signing a lease renewal with the new changes of the lease. One of the other benefits of the new program is a courtesy one time late fee forgiveness, our office just assisted this tenant this afternoon using the late fee forgiveness. They seemed very thankful and happy  so we are a little confused on this complaint.

• Initial Complaint

  Date:03/12/2024

  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.

  Moved out of unit, i was expecting security deposit as unit was thoroughly cleaned and only had a bed, t.v and couch in it. Never moved anything else in or cooked after physically seeing pests/bugs. The pre-inventory condition report was filled out and turned in after I did the initial walk thru with in the 72hr window.The apartment was not ready to move in and looked nice on the web but looked horrible upon arrival but i had no choice givin my situation. I recorded everything on the condition report. This condition report is supposed to be a shared document but I guess I lost permission to view it according to clark realty website which is my legal proof according to my attorney that they charged me incorrectly.My security deposit was taken =$650 + outstanding damage claim. =$520 As shown on invoice. = $1,170 **************************Looks like they added my security deposit on top of Damages instead of deducting the damages from security deposit.!!?? If my math is correct I should be owed $130. Even with the company falsely charging me for damages that were already there from the start.*****They never gave me mailbox keys either which I recorded on the inventory condition paperwork before moving in as well.******

  Business Response

  Date: 03/29/2024

  Our office has reviewed the file again and has removed other items as a courtesy. All items that the past tenant was charged for were not listed on the inventory condition form. When each tenant moves in, they are told that they need to take their lease to the post office to obtain a mailbox key, we do not have access to the mailbox keys. The new itemization has been adjusted and will be sent to the past tenant. The new amount owed is $240.00.

  Customer Answer

  Date: 04/02/2024

  Complaint: 21412903
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  Still doesn't explain where my security deposit is, or went towards for that matter.  Contract states refundable 650$ and I gave 2 months notice to guarantee this refund. Please explain because according to all my documents I obtained from the lease agreement, I now have legal proof I'm being taken advantage of. 

  Business Response

  Date: 04/16/2024

  The invoice the tenant received has a break down of each item. The property was not clean as well as damaged blinds in the kitchen. These are just to name a few. We adjusted as much as we could for **************. 

• Initial Complaint

  Date:02/08/2024

  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.

  I submitted receipts, pictures and videos to dispute charges on the itemization of security deposit on 9/27/23 , and got no response.8/21/23 turned in the keys 9/18/23 received itemization of security deposit with charges 9/27/23 sent 1st email with dispute 10/4/23 sent a follow up email got no response 10/4/23 called office and left message, no response 10/27/23 3rd phone call left message for ***************************************, no response 11/6/23 drove to the office and spoke with ************************* who had no excuse for not returning my calls or emails. She stated she did receive the information but could not issue me a check for the remaining money i was disputing from my security deposit even though i had proof. She stated i needed to speak to someone else although she was in charge of the disputes. 11/7/23 called ****** Stakes left voicemail and i never got a response ************ and its employees are dishonest and assess false charges without proof. When tenants dispute any charges they never answer email, phone calls they usually get away with taking our money. The apartment was cleaned professionally i have video for proof which was also provided to them to show that the charges were not valid.

  Business Response

  Date: 03/07/2024

  Our office has been in contact with ****, we are working with her and the owner  to get some of the fees removed. 

  Customer Answer

  Date: 03/21/2024

  Complaint: 21266077
  
  I am rejecting this response because:
  I have reached out to the company requesting an update and had no response. This issue is going on 7 months and I still cant get a refund for charges I disputed and provided receipt for 
  Regards,
  
  *********************

  Business Response

  Date: 05/01/2024

  Our office has reviewed the file and as a courtesy will be removing two charges, we will send the new itemization as well as the check to the past tenant by end of week. 

  Customer Answer

  Date: 05/18/2024

  Complaint: 21266077
  
  I am rejecting this response because: I have not received any refunds from the company. I emailed ****** to ask for an update and was advised she never mentioned a specific date the check would be sent out. Its been 9 month's since I moved out and they have yet to resolve the issue. 
  
  Regards,
  
  *********************

  Business Response

  Date: 05/21/2024

  The past  tenant was emailed that the check would be ready for pick up last week and has been at the front with the receptionist. If the past tenant would liked it mailed she may email ****** Stakes to let her know, the last our office heard was that she wanted to pick up the check.

  Customer Answer

  Date: 05/22/2024

  Complaint: 21266077
  
  I am rejecting this response because I submitted a cleaning receipt and requested a refund for the $325 that they charged me for cleaning I also provided video and pictures with proof. Per Debbies email I am only being refunded $65 so no I am not accepting or picking up the check as this matter is still not resolved after 9 months of waiting and poor communication from K Clark property management. 
  
  Regards,
  
  *********************

  Business Response

  Date: 07/25/2024

  We have reviewed the file multiple times, there were areas in the townhome that needed cleaning. The lease states the cleaning receipt needs to be turned in when keys are turned in. The tenant was given a refund of $65.00, she has refused it. 

  Customer Answer

  Date: 07/26/2024

  Complaint: 21266077
  
  I am rejecting this response because: The business has proof that the townhome was professionally cleaned. There were no areas inside that required additional cleaning . The $65 they want to refund is for the outside which they stated needed power washing. This is going on a year and they refuse to refund the cleaning fee. I have provided pictures & videos of how clean property was returned. It took them months to respond to any phone calls or emails. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/05/2024

  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.

  I moved out of my townhouse that is managed by K Clark Realty in December. My lease was up in March so I paid the $2800 plus early termination fee. I handed my keys in a week early and a few weeks later I received an itemized invoice where the company says that they are keeping my security deposit and I still owe them 1500 extra dollars for Damages of the townhouse in the itemized invoice. It said that I had 10 days to dispute it in writing which I did via email and no one has responded to me even though I have emailed more than once next I received calls from a creditor stating that the company had reported the $1500 to my credit, no one ever responded to my dispute included in my dispute to the company was a move out video that showed no damages done to which they were trying to charge me for some of the charges included power washing the house and the garage floor, and I had never even used the garage .(it wont let me upload the video on here but I can Furnish the video to prove none of these damages were dont except the blinds)

  Business Response

  Date: 02/06/2024

  Our office has not received any disputes for this past tenant, the screenshots of the email she sent to is incorrect and the last name is misspelled, our office will reach out for this tenant to dispute to the correct email address. 

  Customer Answer

  Date: 02/06/2024

  Complaint: 21244460
  
  I am rejecting this response because:
   The charges are outlandish , tenants are not required to power wash the outside of the house and the garage . A move out walk thru wasnt scheduled and no doors are broken , charging 1200 to repaint when the walls have no writing on them and a paint touch up is normal btwn tenants. Charging for batteries for alarms that are not beeping theres proof of that in my video along with no damage to the from not back door which theyre also trying to charge for . The invoice shows proof of lack of candor with the company. I would Like some of my security desposit returned (because there was damage to the blinds in one room)and the extra 1500 due removed from my credit .
  Regards,
  
  *******************************

  Business Response

  Date: 03/22/2024

  The property walls were beyond normal wear and tear, the cost to repaint the property would be the tenant's responsibility. There was a closet door that had damage and needed to be replaced.  Our office will reach out to the past tenant to let her know what items we will remove as a courtesy. 

  Customer Answer

  Date: 03/25/2024

  Complaint: 21244460
  
  I am rejecting this response because: the business lacks serious candor,the balance has not been changed and has been sent to collections. The collections office has been harassing me for payments and per the video of the apartment upon my departure the said damages are false allegations 
  
  Regards,
  
  *******************************

  Business Response

  Date: 03/29/2024

  Our office has reviewed the file again and has removed other items as a courtesy. As you can see in the pictures, the walls were more than normal wear and tear. There are several large scuff marks from furniture, that the owner of the property should not have to pay for. The new amount owed is $1152.00.  The new itemization of the security deposit will be mailed out today. The past tenant can make payment arrangements with the collection agency. 

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

   

• Initial Complaint

  Date:12/18/2023

  Type:Billing 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.

  Kevin Clark ******************* was managing a vacant property. We received an electrical bill for $612.04 for September 19 to October 17, 2023. I called the property manager and I was advised that they would look into it. The following month we received a bill for $709.69. I called again to ask why the bill was so high and why the issue hadn't been investigated. A reason was not given and I terminated the contract since the company was in breach. We hired another company. In the meanwhile, Kevin Clark ******************* took the house off the rental market, removed the lockbox, and refuses to turnover the keys to the new property manager. The reason cited, "The final statement is pending the final utilities." In essence, nothing was done to address the excessive electric power usage and we'll be facing another huge electric bill, and we have no way to investigate since we do not have access. This behavior is unacceptable and unprofessional. I would appreciate any assistance in obtaining release of the house keys. As a side note, I have changed the utilities under my name because I plan on initiating a power audit.

  Business Response

  Date: 01/11/2024

  We have managed the property for the owners for over 14 years. We have never had any issues. In fact we have help with major repairs from their foundation issues and water leaks. We have worked closely with the owner on this.  Repairs over $35,000.00.   When showing the house for rentals some agent apparently turned on the heater which caused the air handler to run. Many agents show the properties for rent and are not suppose to mess with any fixtures. This has caused the unit to run none stop. Once we received the bill our maintenance department corrected the issue. We apologize for this inconvenience and problem for the owner that is has caused.  This is unusual. Our customer service and taking care of the owners means a lot to our company. We managed the property for over 14 years so apparently we have done a great job. ******* the account manager notified the owner and new property manager that the keys were ready to be picked up on December 19th, 2023 after the owner made the payment contribution in the owner portal for the payment owned. ******* did not hear back from anyone until January 8th 2024. 
  
  

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  

  Thank you for your attention and help in this matter. Weve elected to move on and will no longer pursue this matter.

  Have a great day!
   
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service 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.

  Ive been a tenant for 1 year and 7 months. One day I was cooking and one of the burners on the stove popped and the glass cracked. I put in a maintenance request to get the stove replaced. Maintenance came out and said theyd order a new one. Cool. It came in and they replaced it. Then I received a letter from Clark Realty that I owe $875 in maintenance fees. $850 service fee and a $25 maintenance fee totaling $875 because the stove was replaced. This invoice was typed out by them. There was no receipt of the stove included. I looked up the price of the stove for that make and model and the most expensive retail price I could find is $699. (Pictures included) This alone is unethical and upsetting. It stated if this was not paid by its due date, rent would go to that first. Ive always been under the impression when you rent somewhere the appliances are the landlords responsibility so I called them.They told me I broke the owners stove so I had to pay for it. However, thats not true. The burner popped and the stove top cracked. As a maintenance department, they must know this is a common issue with glass stove tops due to the extreme heat and suggested they ****** it if they wanted further confirmation. The crack is on the stove top burner very clearly. It was not in any random spot. (I wouldve included the image but the maintenance request is closed and it wont open.) I also mentioned that in the lease it states that the owner is not responsible for the cost of refrigerator, built in microwave, dishwasher, and appliances owned by me. The stove is not listed. Nor is it listed anywhere that lists tenant cost/repair responsibilities. (Pictures included)After bringing this up to Clark Realty, they said they would look at the maintenance request and pictures and get back to me. No one has gotten back to me. *** left numerous voicemails with different people. This has been a month long process and the due date is in 2 days.

  Business Response

  Date: 09/21/2023

  The stove was the tenant's responsibility, however our office reached out to the owner to see if the owner would replace the stove. The owner agreed to do so and the charge is being removed from the tenant's ledger. 

  Customer Answer

  Date: 09/22/2023

  Complaint: 20623993
  
  I am rejecting this response because:
  
  I want an apology for their unprofessionalism and continued deflection of responsibility. 
  
  Regards,
  
  *********************