ComplaintsforKevin Clark Realty & Associates, LLC

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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 response

  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

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  09/22/2023

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

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were overcharged for rent and repairs to our apartment after moving out. They only partially refunded the rent that they overcharged ** for, along with sending us to a collections agency while we were in the middle of disputing the charges with the company. They would not answer or return calls while we were attempting to reach a resolution. They eventually returned our calls after I spoke with an attorney on base. They then stated they would lower how much we would be charged, the amount did not change on the payment portal until we sent several emails and called several times. The amount they changed it to was not the previously discussed amount on the phone. They, then continued to not return calls and emails. The quote for the repairs to the apartment came from a company that they also own.

  Business response

  09/13/2023

  The tenant had auto payment set up and did not stop the auto pay when they turned in keys. Our system will allow auto pay until we move the tenants out of the system. This is the tenants responsibility to make sure they stop auto pay. The tenant was reimbursed the money for the rent that was auto draft. It has been explained to the tenant that they owed a water bill while they were still in the property. I personally called the tenant after they sent an email and spoke with ******************. I explained this to him and let him know we were willing to look over his move out dispute even though the original dispute was closed on July 17.  Our office has no problem talking to their attorney or their ** as I have already told ******************,as we have enough evidence if we were to go to court of how the property was left. We can send the BBB pictures if needed as well. Thank you.

  Customer response

  09/13/2023

  Complaint: 20594804
  
  I am rejecting this response because:

  We were still trying to discuss the charges and lack of payment returned until our phone conversation on 11 August 2023 when we were told that our balance due would be changed to $345. The changes were then changed to $490 after multiple unreturned calls and emails. Meanwhile, we had already been sent to collections prior to receiving an explanation on why we had not received a full refund of our full months rent that was over charged. All we are asking is that this be struck from our credit report and the balance to reflect the discussed amount from our phone conversation on 11 August at 3:10PM. 
  
  Regards,
  
  *************************************

  Business response

  09/14/2023

  We have already discussed and change the charges we were removing that were courtesy charges that we didn't have to remove.  The dispute is closed with our office, the tenants can make payment arrangements with the collection agency. 

  Customer response

  09/18/2023

  Complaint: 20594804
  
  I am rejecting this response because:

  We would like the bill to be adjusted to the amount agreed upon on the phone at 3:10PM on 11 August 2023 for $345 and that this be removed from our credit report as we have previously stated.
  
  Regards,
  
  *************************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had an agreed upon amount for rent. I paid the agreed upon amount for rent, and they keep adding all these hidden fees and passing he blame to a 3rd party vendor. The 3rd party vendor, of course, keeps passing the blame to the rental company.They have one employee that's supposed to be managing payments, but she claims that she is unable to manage the payments, and refuses to escalate to management.

  Business response

  08/30/2023

  The tenant paid rent on his online portal. There were not enough funds in the account, so the payment kicked back and caused the tenant to receive an NSF charge. This situation has been explained to the tenant several times. The error  was not anyone's fault but the tenants. Please see below from AppFolio they are  our third party vendor and are able to tell why the payments are rejected. The tenant also received late fees, our office has offer late fees as a courtesy. I have attached message from AppFolio stating there was not enough funds in the account. 

   

  The account information they entered is a valid bank account and did not have enough funds at the time of processing.
  
  Correct, no funds were pulled because there were not enough to pull funds at the time of processing. It would not show on their bank side as funds being pulled if the amount of the payment is not available at the time of processing.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THIS REALTY COMPANY IS CHARGING US FOR WEAR AND TARE OF A TOWN HOME WE RENTED FOR 2 YEARS. THE COMPANY SCAMMED ME OUT OF MY DEPOSIT FOR EXCESSIVE OVERPRICED WARE AND TARE AND THEY DO NO HAVE ANY PHOTOS TO SHOW US I EMAILED FOR THESE PHOTOS AND SOME OF THE PHOTOS ARE FOR ANOTHER UNIT WE LIVED IN **************** UN 101 AND THEY HAVE PICTURES OF ******************* 102. THEY DID NOT DO A WALK THRU WITH US EITHER ****** STAKES ON A PHONE CALL STATED THAT IN MY LEAE THAT I AM RESPOSIBLE FOR MAKING APARTMENT "RENT READY" IT DOES NOT SAY THAT IN MY LEASE. THESE PEOPLE ARE TRYING TO SCAM MILTARY FAMILIES $800 DOLLARS TO REMOVE NAILS FROM A PREVIOUS TENTNANT. WE NEVER HUNG ANYTHING IN THAT HOUSE NOTHING AND TO PAINT $250.00 FOR A TOILET THEY ARE STATING WAS STAINED $95.00 DOLLARS TO PUT THE ***** BACK ON TRACK IN THE FRIDGE (EXCESSIVE OVERCHARGE)$65.00 FOR PRESSURE WASHING $195.00 FOR GARABGE DISPOSAL (IT WORKED)$75.00 SINK STOPPERS $350.00 FOR A DAMAGED DOOR AND THEY HAVE NO PICTURES OF IT $65.00 FOR BLINDS THAT WERE NOT DAMAGE $175.00

  Business response

  09/11/2023

  The tenants have been sent over 100 pictures of how the property was left. The tenant has made a false statement in this complaint. ********************* not exist. The correct address was ********************. We are giving the tenants an extra week to pay the balance or it will be sent to collections, where they can make monthly payments if needed.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  All maintenance requests have a checkbox where I approve anyone to enter the home for services at ****************************** Recurring issue from March 2023; 5/4 - Technician was supposed to arrive. No call no show. --5/5 - Technician was supposed to arrive to fix **** No show. --I called to escalate the situation. Was told by ****** that they would come over when they were done. This was around 6pm. No one arrived. By 10pm I'd given up and gone to sleep. --5/6 - I get a text saying someone was at the house to fix the **** I was asleep and didn't hear the door. I work M-F and am only home on weekends. Nobody notified me that they would arrive on Saturday morning after not showing up two days in a row prior. -----There is a now a "Trip charge" and now a "late fee" for said trip charge added to my billing account totalling ********* will not pay this, for the above reason. Additionally, I find it unethical that the property management company owns their own AC company and charges the tenant for "trip charges" to their own property. I would never hire that AC company on my own as clearly, 3 service visits later, they can't fix the problem. But, it's not my house so by all means use your own company but I will not pay for this unauthorized trip after 2 no-call-no-shows after confirmation. ----I need this removed from my invoice. The office doesn't answer phones and will answer an email in 30 days to simply pass the buck to someone else. I have left a total of 6 voicemails in addition to several emails to get this removed from the bill.

  Customer response

  08/09/2023

  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.

  
  They have applied a credit adjustment to my invoice. 
  
  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. ↩