Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2025

  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.

  My complaint is about an unfinished maintenance issue and the refusal of the company to have a phone conversation that would easily solve this issue without wasting everyone's time. This is an issue I have had with my septic tank. The company sent out a contractor who dug up our yard and then covered it up and said we needed an electrician to wire for a new pump. The electrician came out and said the septic needed to come out so they could locate said pump. Septic cam out pumped the tank and then covered it back up again. Electrician came out and had to hand dig. They placed an electrical outlet sticking up 3 feet in the middle of the yard and ran the extension cord into the house. They left the cover to septic exposed for the septic company to come out and do what they need to the pump and plug it in. The management company is now trying to have the landscape fixed without fixing the pump. They swear the work is complete, but it isn't (which will just cause future issues for them and us). I just want to have a phone conversation with them about why we have an electrical outlet sticking out of our yard on a three foot pole with nothing plugged into it. What is the purpose. How long do they think it will be before our lawn service runs into it with their mower? The amount of time I have spent on this is ridiculous. This doesn't even touch on the fact that this house has continuous other issues due to poor upkeep on the part of the owner. (We have unusable rooms due to the cold etc.).

  

  Business Response

  Date: 03/10/2025

  Good Afternoon,

  Thank you for speaking with my *** coordinator regarding this concern.  It appears their was some confusion between the vendors. Action Septic Pro is sending someone back out to hook up the pump tomorrow (Tues 3/11/25). We have ***** Turnkey and RC Turnkey sending in estimates for the landscaping and patching/sealing areas from the electrical work. Regarding your concern about the outlet location, this is apparently standard based on the location of the septic tank. Please let us know if you have any additional questions or concerns. 

  Thank you very much,

   

  Open House ATL Maintenance Department 

• Initial Complaint

  Date:01/08/2025

  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.

  Informed the property management company that one of their properties had a tree with broken branches which extended out from their property to our roof. They refused to fix the issue and stated it was our responsibility even though the tree was is part of their property.

  

  Business Response

  Date: 01/09/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We appreciate the opportunity to address your complaint regarding tree branches and limbs encroaching on your property.
  

  We would like to clarify that, while we understand your concerns, we are unable to remove any tree limbs or branches encroaching on your property due to potential liability and trespassing issues. It is our policy to avoid entering neighboring properties or performing work that could inadvertently affect property lines without explicit consent and proper agreements in place.
  

  According to Texas law, property owners have the right to trim or remove tree branches that extend onto their property, provided it is done in a way that does not harm the health of the tree or trespass onto the neighboring property. As such, it is your responsibility as the property owner to arrange for the removal of any encroaching tree limbs or branches.
  

  If you require assistance with this matter, we recommend contacting a licensed arborist or tree removal service that can safely and professionally address your needs.
  

  We value your understanding in this matter and hope this explanation helps clarify our position. If you have any further questions or need additional information, please do not hesitate to reach out to us directly.

  
  

• Initial Complaint

  Date:01/06/2025

  Type:Product 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 do NOT TRUST them. I applied for a house on ********************************** and the website directed me to findings two days ago. I provided many personal information including id info and our bank statements. Today, I got an email asking for me to UPLOAD MY SSN CARD. What kind of trustful company asks this? I just called the company and instead of informing m about my application status , they still trying to direct me any other website to fill out any other form just to see that house. Short story long it is NOT TRUSTFUL and NEVER APPLY them.

  

  Business Response

  Date: 01/07/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this complaint to our attention. We take all feedback seriously and would like to address the concerns raised.
  
  As a well-established and reputable property management company operating in multiple markets, we have strict protocols in place to protect both our clients and prospective tenants. The information we request, including Social Security numbers, is standard practice in the rental application process and is required for all applicants. This allows us to conduct thorough background and credit checks, which are essential for ensuring the safety and financial stability of our properties.
  
  We understand the sensitivity around personal information and want to assure you that we adhere to all legal requirements and best practices for data protection. Our application process, including the request for a Social Security card, is fully compliant with fair housing laws and industry standards.
  
  Regarding the complainant's experience:
  
  1. The redirection to Findings is part of our streamlined application process, designed to efficiently gather necessary information.
  2. Requesting a Social Security card is a standard verification step to prevent fraud and protect all parties involved.
  3. Our staff's attempt to direct the applicant to the proper forms was to ensure they had access to all required documents for their application.
  
  We regret any misunderstanding or frustration experienced by the applicant. Our intention is always to provide a transparent and secure application process. We would be happy to speak directly with the complainant to address their concerns and provide any additional information they may need about our application procedures.
  
  We value our reputation for trustworthiness and are committed to maintaining the highest standards of professionalism and integrity in all our operations.
  
  Thank you for the opportunity to address this matter. Please don't hesitate to contact us if you need any further information.
  
  Sincerely,
  **** *********
  Leasing Manager
  Open House Property Management

  Customer Answer

  Date: 01/10/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/10/2024

  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.

  Shady business dealings

  

  Business Response

  Date: 12/31/2024

  Thank you for reaching out to us regarding your complaint. We take all customer feedback seriously and strive to address any concerns promptly and effectively. However, after a thorough review of our records, we were unable to locate any information related to your complaint in our system. We have conducted an extensive search through our customer database, which includes all properties currently under our management. Unfortunately, we could not find any records associated with your name or the details provided in your complaint. This may indicate that either the property in question is not part of our portfolio or that there has been a misunderstanding regarding the service provider involved. We appreciate your understanding in this matter and remain committed to providing excellent service to all customers within our portfolio. Should you have further questions or wish to provide more context regarding your situation, please feel free to reach out directly via email or phone.
  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair 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.

  We have a 2016 ******* dryer the drum runs constantly it's the one "fault" our dry has. Me and my husband changed the cord from a 3 prong cord to a 4 prong cord. We used ******* diagram right on the back of our dryer to assemble. My husband went to plug in the dryer and the dryer gave a voltage to high error on the screen of the dry then it sparked causing the prong to melt in the outlet. This is how we know the dryer outlet had an issue with the voltage being too high. We asked them to repair the voltage/wiring and the dryer equipment that was damaged by the high voltage the vendor they hired put an oven cord and oven outlet in the wash area plugged it in the dryer sparked he didn't fix the voltage. He received the same error code on the dryer. His final review was that he changed the cord and outlet and that the problem is the dryer itself, not the voltage. The second guy they hired to fix the problem never came he asked us not to go to openhouse but they blocked us after missing the 3rd appointment. Openhouse said they no longer do business with them. The third guy hired, fixed the first guys mistake with the oven cord and oven outlet and put the correct dryer equipment plugged it up it didn't work, it gave the error code stating voltage too high on the dryer screen. He then turned off the dryer at the breaker and took the outlet off and his words "grounded the wires" in the wall and the dryer worked. He also made a point to tell us several times he "doesn't work on appliances" so no he didn't fix our dryer he fixed the wiring.Openhouse: "they mentioned you informed them that you had changed out the cord yourself. When you plugged it in, it sparked and melted the plug, prompting you to submit a work order for the repair. Since the damage was caused by improper handling, this repair falls under tenant responsibility. " my repair request statement: "The voltage for the dryer outlet is way too high it melted the plug and sent a error code to our dryer."

  

  Business Response

  Date: 12/11/2024

  Hello,

            Thank you for bringing this matter to our attention through the Better Business Bureau. We appreciate the opportunity to address your concerns regarding the disputed charge for your dryer outlet and plug.
  
  We want to assure you that we have taken your complaint seriously and have thoroughly reviewed all the information provided. Our Regional Manager has carefully examined the details of this case and has made a final determination that the charge in question is valid and will remain in place.
  
  We understand that this is not the outcome you were hoping for, and we sincerely apologize for any frustration this may have caused. As a property management company, we have established policies and rules regarding resident chargebacks that we must consistently follow to ensure fair treatment for all tenants.
  
  While we cannot reverse the charge, we want to offer our full transparency in this matter. If you would like a detailed breakdown of the charges or a copy of the relevant policy, please don't hesitate to contact our office. We'd be happy to provide you with this information for your records.
  
  We value your tenancy and the open communication we've maintained throughout this process. If you have any further questions or concerns, please feel free to reach out to us directly.
  
  Thank you for your understanding in this matter.
  

  Customer Answer

  Date: 12/11/2024

  I am rejecting this response because:   the guy put a range cord and range outlet im not paying for his service. I'm not paying for WIRING ISSUES either! If the first guy was correct and it was the way I wired the cord to the dryer that caused the spark and voltage was correct why did it not work after he put a new cord and outlet? "Because my dryer is faulty" but my dryer works perfectly fine after the third guy grounded the wires. I can show a video of my dryer working perfectly fine.

  

  Business Response

  Date: 12/11/2024

  Hello,

  After careful consideration and in an effort to fully resolve this issue, our Regional Maintenance Manager has approved the reversal of the chargeback amount on your account as a one-time courtesy. This adjustment will be reflected on your tenant ledger within the next few business days.
  
  We greatly value you as a resident and hope this resolution satisfies all parties involved. Our goal is always to maintain positive relationships with our tenants and ensure their satisfaction with our services.
  
  If you have any questions about this reversal or need any further clarification, please don't hesitate to contact our office. We're here to assist you and ensure your experience in our property remains positive.
  
  Thank you for your patience throughout this process and for being a valued resident in our community.
  

  Customer Answer

  Date: 12/11/2024

  I have reviewed the business response and accept this resolution. I accept  the reversal of the fees.

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/12/2024 I hired a professional cleaning service to clean the house I was renting prior to my move out. Move out instructions said to send to take a photo of receipt, along with the keys and garage door openers, on the counter. After I moved, I received a different email saying I needed to provide a receipt from a "certified" cleaning service, along with false claims for charges that were being deducted from my deposit. I left the house, garage and porches spotless after I personally supervised the cleaning service for 4-5 hours of deep cleaning. This company claims they had the house cleaned again for $250, plus painting of 3 walls for $150, repairing sheet rock around the dryer vent in garage for $50 and cleaning bugs out of one light fixture for $10 that was overlooked. Although I paid $250 myself to have the house thoroughly deep cleaned AND provided a receipt, they have decided to state it needed to be cleaned again. There was NOTHING to clean, except one light fixture with bugs in it. This company chose to steal $535 from me, even though I rented this house from them for 2 years and left the house and yard in better shape than it was when i moved in. I have many years of rental history and have NEVER had money stolen from me under false charges. I want and deserve my full deposit back, as I did everything I could to assure I would receive it back. This is falsifying claims and theft and this company should not be taking advantage of those who are good renters. I dont care if they keep the $10 for the 2 minutes it took to wipe out the light fixture but the rest are bogus charges. Period. Also, the email regarding my refund status stated I had 3 days to dispute charges, yet they mailed it out 2 days later.

  

  Business Response

  Date: 12/27/2024

  Thank you for taking the time to discuss this matter with us. We sincerely apologize for any inconvenience you may have experienced.
  
  Upon reviewing our conversation, we have determined that the issue was indeed an error on our part. We have taken immediate action to rectify the situation by making the necessary adjustments to your account.
  
  To address this matter fully, we are issuing a separate check, which will be mailed to you shortly.
  
  We appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Thank you for your continued business.
  
  

• Initial Complaint

  Date:10/19/2024

  Type:Product 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.

  On 10/13/2022, I sent a security deposit of $2325.00 to the company for the rental of property at **************************************. After living there for two years, I submitted the required 60 day notice. I received no communication on what was expected at move out, except where to leave the keys, and how to return them. After moving out, we cleaned the house, and submitted the keys. We then received an email acknowledging this, and telling us the charges they would make for damages. We assumed normal wear and tear on the house would refund us our entire deposit back. Days later we received a summary of charges detailing $844.99 in damages. Most of these were minor scuffs, and blemishes on paint. They claim they have to repaint everything, and are charging us for it. This company is using our security deposit to fund their turnover of the house for the next tenant. This is unfair and deceptive. We were good tenants and didnt damage this house in any way.

  

  Business Response

  Date: 10/23/2024

  Thank you for allowing us the opportunity to rectify the charges disputed we have received your approval to move forward with mailing out your refund please look out for the refund in the mail if you have any questions, please feel free to contact our office at any time. 

  Customer Answer

  Date: 10/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/17/2024

  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.

  On 10/9/24 I vacated a property I rented for the past year. I scheduled a move out inspection for 10/9 at 9:00AM. On 10/14 I received an email with $587.99 in damages, to include things that were previously damaged prior to my tenancy, despite being listed on my move in inspection with photos submitted. Between 10/14-10/15, after resubmitting those pictures and referencing the move in document, most of the inaccurate charges were removed. The charges for repainting the dining room and living room, totaling $220.00, were not removed. I submitted videos of both of the walls in both rooms that I took at move out, showing no major damages to the walls. They refused to remove the charges after I requested the removal due to the video evidence I presented. Due to the "damages" reflected in the pictures they took being hard to see, on 10/16 at 7:57AM I requested to view the alleged damages, as my lease states that tenants have 5 business days to inspect disputed damages. I pointed out that 10/16 is the 4th business day & 10/17 is the 5th business day, due to 10/14 being a federal holiday. I told them I could be available anytime on 10/16-10/17 to inspect the damages. They emailed back stating, "Unfortunately, Indigenous Day is not a federal holiday in *******. From October 10th, 2024, to October 16th, 2024, will be the alotted five-day timeframe to inspect the home. At this time, there are no inspectors available as schedules are created prior to the start of the day. In consideration of this, the paint charge has been reduced. No additional disputes will be considered." I responded and advised them that October 14th, Columbus Day, is a GA recognized holiday and a federal holiday, therefore this was incorrect. I also advised that a tenant's request to view alleged damages is not contingent upon the company's availability of inspectors according to the lease and GA tenant rights. As of 10/17 at 9:22PM, I haven't received a response, and the 5 business days have now passed.

  

  Business Response

  Date: 10/23/2024

  Thank you for reaching out to us we apologize for the inconvenience and miscommunication we truly appreciate you taking the time to discuss your concerns and we are happy to have come up with a solution.  Please look out for your revised refund in the mail and follow up if you have any additional concerns. 

• Initial Complaint

  Date:10/13/2024

  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.

  During my tenancy at **********************, I encountered the following issues:********** and Flooding Incident (April 2021):On or before April 4, 2021, I notified Open House Atl (OHA) of a severe plumbing issue resulting in water leaking from the ceiling and flooding the basement and garage. *** responded by sending a repairman who resolved the bathroom issue but failed to address the underlying foundation issue, which was the root cause of the flooding. Despite repeated notifications to ***, including communications with ******* *******, ****** ******, ******** *****, and ******** *****, the issue remained unresolved for over two months, causing significant water damage and contributing to mold growth.2.Mold Growth and Health Impact:The prolonged exposure to moisture led to the development of toxic mold, which severely impacted the health of my daughter, my guests and myself. Symptoms included labored breathing, rashes, nosebleeds, and fatigue. My medical tests confirmed elevated white blood cell counts(fighting infection) and my daughter also required medical treatment. Despite receiving the results of an air quality test, mold sample analysis showing dangerous levels of mold, and report to local code enforcement, OHA failed to take corrective action. Due to these uninhabitable living conditions, the family was forced to vacate the property in June 2022.3.Negligent Repairs and Habitability Issues:Prior to the flooding incident, OHA failed to complete necessary repairs in the master bathroom for over four months. When contractors were eventually sent, they caused additional damage due to poor workmanship and left an abundant amount of hazardous dust throughout the home. Despite acknowledging the issues and agreeing to a prior settlement, **** continued neglect compounded the damages.Recovering from a life major injury at the time, *** negligence exacerbated his suffering, leaving his home uninhabitable and his family at risk of serious health problems.

  

  Business Response

  Date: 10/15/2024

  Dear Mr. ******************* you for your inquiry regarding this matter.
  
  We kindly request that you refer to the legal documentation previously provided by our legal counsel, as it contains comprehensive information addressing your concerns.
  
  Thank you for your understanding.
  
  Sincerely,

  Open House Atlanta Property Management

  Customer Answer

  Date: 10/17/2024

  I am rejecting this response because: Open houses legal counsel previously did respond to my complaint however, once I responded I never received any other correspondence from them . As of today, there has been no further attempt to resolve or settle this matter by Open House thus my reasoning for filing this complaint with BBB as last attempt to resolve this outside of the ********* next step will be to move forward with litigation.

  

  Business Response

  Date: 10/17/2024

  Good Afternoon, 

  To whom this may concern, this is a past legal matter which has already been settled and the previous resident is now in breech of their agreement. We ask that this be removed and closed. 

  
  Thank you, 

  Open House Atlanta Property Management. 

• Initial Complaint

  Date:09/16/2024

  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.

  We moved into a rental home in August of 2023 and we recently moved out due to the awful condition of the house and the awful property management. Now that we are moved out, they are claiming all sorts of damages and that the property was left dirty. I have documented proof of how clean we left that house, as we left it better than when we moved in. I made sure to document this on the inventory form we received upon move-in. However, all of these items are not enough for them, and they are charging us to renovate the house. They are even charging us to remove a paint can from the garage, a paint can that came with the house and is the color of the walls which was there before we moved in. The biggest problem is the carpet. I have documented how clean we left the carpet, as my parents own a professional carpet cleaner which I confirmed with Open House was ok to use instead of hiring a company who probably wouldnt do as good of a job anyways. But since I did have pets, they are claiming pet damage to all carpet which was not the case. The pets were only allowed in 2 of the 4 bedrooms, and they are charging us to replace all the carpet in the entire home. I asked for any proof or documentation of the badly damaged carpet and they refuse to give me anything. I flat out received an email saying they would not send me their documentation/proof which is illegal. Another important note, the A/C never worked properly in the house and the plumbing was done all wrong. The house averaged 90 degrees almost year-round, and the sink/dishwasher never drained properly. They are charging us to fix these issues as well. Issues we submitted numerous work orders for because they would constantly close our work orders without doing anything to fix the problem, or would create more problems. They sent many people to look at the A/C, all of whom told Open House what was wrong and what needed to be done, and all of their findings were ignored. I just want my deposit rightfully back.

  

  Business Response

  Date: 09/17/2024

  The tenant was advised that the charges were because of severe pet smell to the carpeted areas.  The tenant was also provided her final account stated which included pictures of the overall charges that were charged to the tenant and because she did not agree with the charges she requested additional documentation which she was advised the information sent is the only information that we would provide.  We requested that the tenant send a copy of the cleaning receipt with pet treatment and she refused to send the information.  The tenant movein inventory form shows a worn carpet only in the master bedroom.  We advised the tenant the all of the carpeted areas had a severe pet oder.  The tenant stated that she was moving because she recently became married and relocated not do to maintenance issues. The information that the tenant provided is incorrect.

  Customer Answer

  Date: 09/18/2024

  They asked me for receipts, but I emailed them months ago that my parents have professional cleaning equipment and even provided the type of equipment and cleaning solution used, and got permission to use this in place of paying a company to come in and clean and not do as good a job as we could ourselves, and the company agreed. I provided proof that the carpets were cleaned, and offered witness from our movers that there was no odor in the home as of August 30th, our move-out date. I provided numerous pictures of the before and after of the carpet, and its obviously much better in the after pictures. We did so much work on that house to make it decent to live in. And open house was notified numerous times by myself and **** ***** that we were NOT happy with the way any of our maintenance requests or communication was handled. Yes I got married, and I wouldve liked to not move because moving is a huge hassle, but I couldnt take Open House any longer. We provided all information asked for, which included personal pictures and documentation, and I even included pictures from their own website. I have witnesses who can provide written letters that there was no smell in that house when we moved out. I do not understand how a huge payment can be based on the fact that someone said they smelled something. Anyone can say they smelled something. I know it wasnt pet odor, because pets never stepped foot in half of the house due to expensive equipment I kept in the bedrooms we used as offices. What is being claimed as fact by this company is literally impossible. It was probably the odor from their own sweat do to an improperly working A/C they never fixed even though they were made aware of the issue when we moved in. I do not appreciate a business lying so they can rob me of money to update their home that was in poor condition prior to us moving in. As for the reason of my moving out, I think that has been made extremely obvious. This company lies and robs people and provides no evidence and refuses to look at the evidence I provide happily and eagerly. 

  Customer Answer

  Date: 09/23/2024

  I am rejecting this response because:   They asked me for receipts, but I emailed them months ago that my parents have professional cleaning equipment and even provided the type of equipment and cleaning solution used, and got permission to use this in place of paying a company to come in and clean and not do as good a job as we could ourselves, and the company agreed. I provided proof that the carpets were cleaned, and offered witness from our movers that there was no odor in the home as of August 30th, our move-out date. I provided numerous pictures of the before and after of the carpet, and its obviously much better in the after pictures. We did so much work on that house to make it decent to live in. And open house was notified numerous times by myself and **** ***** that we were NOT happy with the way any of our maintenance requests or communication was handled. Yes I got married, and I wouldve liked to not move because moving is a huge hassle, but I couldnt take Open House any longer. We provided all information asked for, which included personal pictures and documentation, and I even included pictures from their own website. I have witnesses who can provide written letters that there was no smell in that house when we moved out. I do not understand how a huge payment can be based on the fact that someone said they smelled something. Anyone can say they smelled something. I know it wasnt pet odor, because pets never stepped foot in half of the house due to expensive equipment I kept in the bedrooms we used as offices. What is being claimed as fact by this company is literally impossible. It was probably the odor from their own sweat do to an improperly working A/C they never fixed even though they were made aware of the issue when we moved in. I do not appreciate a business lying so they can rob me of money to update their home that was in poor condition prior to us moving in. As for the reason of my moving out, I think that has been made extremely obvious. This company lies and robs people and provides no evidence and refuses to look at the evidence I provide happily and eagerly. 

  

  Business Response

  Date: 09/25/2024

  The former tenant did not provide the proper documentation for this dispute.  Adjustments were made to her deposit return and the information tenant provided is untrue.   We have licensed vendors that provided written documentation advising that the carpet was saturated with pet urine therefore the tenant did not return the home in it's original condition nor did she update you all with the adjustments made to her deposit.