Complaints

This profile includes complaints for Streetlane Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Streetlane Homes

  717 N Harwood St STE 2800 Dallas, TX 75201-6525

• 

  Streetlane Homes PM

  13501 Katy Fwy Ste 1566 Houston, TX 77079-1305

  
• 

  Streetlane Homes

  11225 N 28th Dr Phoenix, AZ 85029-5606

• 

  Streetlane Homes

  1491 Polaris Pkwy Ste 289 Columbus, OH 43240

  
• 

  Streetlane Homes PM (Nevada), LLC

  9890 S Maryland Pkwy STE 200A Las Vegas, NV 89183

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:06/14/2023

  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.

  June 6th my rent check was returned to Streetlane Homes due to fraudulent activity on my account. I go back online and I am charged several fees, which the return check fee is something I need to take it up with bank. So I go online to pay and they have removed my ability to pay online with my bank account or debit card because they said it is the second time. The first time was to pay the remaining utilities which was under 200. Rent has never been late, in fact some months we pay early. I emailed them told them what happen, sent 2 bank emails to verify. Their response was all the fees that occur had nothing to do with ** and we can not reverse them. But we can give you 1 more opportunity to pay online with bank account. They also took the ability to pay using my debit card, which has nothing to do with the way a bank account payment is done because I am being charged almost $30 to pay with my card and that charge is instant. This is the second issue I have had with a company that seems to be ran by BOTS. Only communication is through email and you have to wait a day or 2 for response.The first issue was giving me a late fee for my utilities. They way the company works is by having all utilities in their name. So you don't know what the price of your utilities will be until a week before rent is due. We had no idea that is how that worked, I just find that shady because usually you pay rent with last check of the month and all utilities and other with the first check of the month. So my rent now is ****, with utilities it is no less then 2k and up to ****. So, the way they get you is if you pay the rent and wait to pay utilities they charge you a late fee and then $15 everyday it is late. Essentially they are charging you late fees on utilities if you have already paid the rent and wait till next check to pay utilities. They did give me a refund for this after being on the phone with someone over an hour explaining to them. But it still feels illegal.

  Business Response

  Date: 06/15/2023

  *****************, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case 00312764 to our Senior Portfolio Manager in OH for review and follow up of your complaint. 

  Customer Answer

  Date: 06/15/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/13/2023

  Type:Order 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.

  Streetlane homes is in breach of contract and not making needed repairs to the rental property I rent from them. We have an is*** in the home that is physically harming my family and I and we are not getting help or any communication from Streetlane. I would hire an attorney and *** them but I can't afford to do that so I am hoping the BBB can help me get somewhere. We are only three months into a 12 month lease and this has been a terrible experience thus far.

  Business Response

  Date: 06/14/2023

  Hi *******, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case 00312364 to our Senior Portfolio Manager in ** for review and follow up of your complaint. 

• Initial Complaint

  Date:06/13/2023

  Type:Customer Service 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.

  My husband and I signed our lease in May 2022. We went through our lease there with a few problems or issues. Always paid rent on **************** we were told. It came to the time that our lease was ending and we decided we were going to be buying a house instead of signing a new lease with them. I made sure that everything was cleaned to the extent that, it was needed to be as well as fixing anything that needed to be fixed. We had been instructed a couple weeks prior to move out by somebody who works for the business to not pay the final rent amount until we got a verified final prorated rent total. We were told in that same phone call by that same gentleman that there would be no late fees applied due to it, having to come from there and for the finalized information. We follow those instructions, and held off until we were given a final rent total. we gave our final move out date is May 11 of 2023 and were never given a final prorated rent total. We were told to give the full 30 days and we would hear some thing, we never did. I have sent countless emails and attempted to make countless phone calls. I tried to avoid all of this as much as I could. And no one from this place has the guts to give a phone call to resolve any issues. They are now trying to charge ** over $300 in late fees, and only return $41 out of our $2100 deposit. I am just trying to get everything handled and a responsible manner and nobody seems to want to do the same. From all of the reviews we are not the first people that this has happened to and I just went justice for everybody that has had to go through this. No one should go through renting with this company and I will make that known to anybody, and everybody who asks what rental companies to avoid.

  Business Response

  Date: 06/14/2023

  Hi ****** we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case 00312334 to our Senior Portfolio Manager in OH for review and follow up of your complaint. 

  Customer Answer

  Date: 06/14/2023

  I have reviewed the business response and we are waiting to hear back about the further resolution to our problems. 

• Initial Complaint

  Date:06/12/2023

  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.

  Myself an the tenant whom rents a property from street lane properties have filed numerous work orders an have sent numerous emails complaining an informing the company street lane of a is life threatening issue on there property that has rotting tree limbs from a tree located on there property at ********************************************************************* myself an the tenant has sent a lot of emails Requesting the trimming or removal of this dangerous rotting tree. But the company keeps closing the work orders from the tenant an the requests for assistance on this issue. Now the trees limbs have fallen an caused extensive damages to the roof of my shed. But to this day the company has not made any restitution or trimmed even remove this dangerous situation from there property.Here in ******** ******* the is quite clear on this matter once a person has been notified in writing about a hazard weather it be a tree or a over cluttered unkept property they are financially responsible for any issue arising from that isssue. But there not in compliance with the law an office you go hback an check all responses from the company are all computer generated an there not handled in the response that this dangerous situation requires. *********** has neglected the responsibility of a property owner an say they keep trying to place the job for bid yet nothing is being done. Now this situation has caused damages to my property an there not making any attempts to fix the issue nor replace the damages that there neglected tree has caused. *********** is very hard to get a hold of an when you finally get a person on the phone they tell you to send in a work order but I not the tenant they say its ok just submit the request.Then weeks go by an I get a email I saved stating that the tenant needs to place the request an not the neighbor but the tenant has numerous times. Thai poor tenant is still waiting for the company to fix the leaking water issues in the only bathroom in the house. *********** is neglecting this issue an eventually this damages dying tree will hurt something more then property it could kill someone yet the company turns a blind eye to it an just sends robo responses. There should be a investigation of the dealings on this company. There not following the laws set forth by the state an county there property is in. No one will ever talk to a person on the phone an only tell them to send in a work order. The tenant has no electricity in the house no AC in June in ******* yet the company wants the tenant to deal with it until Wednesday of the upcoming on week. Now in the days of ******************************************* t he house an being told to wait over 5 days seems unreasonable.But the main thing why I inform you of the above is to give a basis of knowledge to the neglect there also showing to safety hazard on there property that has already caused damages to my shed an its impossible to get anywhere or get anything done the way that they play what appears to be a shell game or email tag to evade the issue of fixing the he dangerous safety hazard on one of there properties an not make any response or repair the damages that there rotting tree has caused. I do t know if *********** is hoping it falls on the home to collect the insurance but it could Possibly injure ot mat even kill its tenants or there neighbors to wit the company would probably lose all emails I forming them of this dangerous rotting tree so they can act like they never heard or had reports of that issue so I am formally making this complaint against this company. The tenant an I have sent numerous work order an respectfully requesting the rotting tree be aggressively trimmed back or removed before ******* any damages to the house or the adjacent properties oh wait too late it has already caused damages to my property. What is it going to take when one of the rotting tree limbs fall an injure or kill a person then what will do then will they still keep up the neglected practices they seem to be known for. The internet is filled with complaints against this company who seems to only think about money an not the safety of the people that rent there property nor the neighbors that are adjacent to that dangerous tree an its limbs. Thank you for to us time in this matter it would be extremely appreciated. Respectfully Submitted, Ofc *********************** NBPD ***.

  Business Response

  Date: 06/12/2023

  Hi ******, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case 00310564 to our Senior Portfolio Manager in GA for review and follow up of your complaint. 

  Customer Answer

  Date: 06/13/2023

  I am rejecting this response because:   Its a computer generated response I have been trying would love to have some kind of action plan to resolve this issue an move forward I have been trying to resolve this issue dating back from the 27th of May 2023 an I have received emails stating the case was closed on the 30th on May. Even though no action was taken at all an when I asked why I received another email almost like the one they sent you stating the same thing but it stated it to was forwarded an I would revive a call in 2 to three business days on the 2nd of June. I even got a email stating it has even escalated.  Yet here we are its the 13th of June an yet no one has come out to resolve this dangerous safety issue about The rotting tree I have called a tree arborist at the begging an I paid for his opinion out of my own pocket an the arborist stated clearly the tree is a danger an is rotting not only from the outside but is rotting from this Inside base of the tree making it highly likely to fall in the near future an could possibly due costly home structure damages an property damages to mine or the owners home or the adjacent homes surrounding the tree depending on the direction the rotting tree falls when the structure of the base finally gives out an the arborist also advised that the tree needed to be cut down so as to not endanger the people renting the owners home an to save there investment. An the arborist also added it could fall on my home as well along with the damages to the property when the tree falls due to the instability of the base of it rotting. The arborist stated an pointed out the gray dark brown almost blacking limbs that are very large limbs that will possibly be falling off soon might cause damage at my shed. To wit I had show the arborist where some of the rotting tree limbs had already hit my shed. And he add that This will continue until the tree is cut down or the tree eventually rots the rest of the way from the base an the tree will not be able to hold its upright structure integrity an will collapse possible on the owners home or the adjacent properties that surround it or my home there is no way of knowing which way the tree will fall when the integrity of the tree finally gives way. So  I have advised the neighbors that live in the area that are in the fall zone of this tree that is on street lanes property along with the arborist findings. I also gave them the contact number of street lane properties as well for when the tree loses its structural integrity an collapse as the arborist stated. That way if the tree falls on any of the other properties surrounding the tree those home owners can seek damages against street lane properties as well. On a personal note street lanes property investment is also in jeopardy of sustaining serious structural damages from  tree on there property you would think they would want to protect there investment yet they seems. An its just my opinion that they seems to ignore the warnings an the reports of damages that have already occurred to there shed an my shed from this tree an to this date have made no attempt to fix my  shed from the damage it has sustained from the falling limbs of the dangerous tree on there property they own. Nor has street lanes made any attempt to make any kind of restitution to the damages to my shed from the rotting tree limbs that fell on it already as well it is like  they dont care an are waiting for the tree to just fall an hope it doesnt hit the property structure home they own. Now I an the tenant renting the property has made numerous email asking for this dangerous tree to be cut down an also have tried to work with them to resolve this issue. But I am willing in good faith to try this one last time with the assistance from the BBB that is greatly appreciated. I respectfully request a resolution to this. I  Dont wish for there tree to damage Anyones elses property to sustain  rotting tree an further more I dont want to see any one get hurt or killed when the integrity when the base of the rotting tree eventually gives. So I am willing to pay out of my pocket for the damages to my shed that I have sustained up to this day myself. So as to help street lane with the burden of the costs of taking down of the tree. That way they do not have to spend any other money to fix the damages that has occurred to my shed up to this point. As far as there sheds damages that is up to them. But in saying that if they continue to refuse to address the issue an remove this danger of this rotting tree there so it doesnt keep causing damage to my shed an eventually who is to say whos home structure could be seriously damaged or cause a person could get injured. I will have no other alternative but to seek damages that occur from the neglect by street lane an if any of my family gets injured or worse. I will not only hold street lanes company moral and financially responsible for any fee from damages from the tree that has gone neglected by street lane properties. I thank you for your time an hope that this issue is resolved soon. In the **************** the property owner is liable for damages there tree dose to anothers property. I hope that we can move forward so we can all be safe outside . Thank you

   

  Customer Answer

  Date: 06/13/2023

  I am rejecting this response because:   Its a computer generated response I have been trying would love to have some kind of action plan to resolve this issue an move forward I have been trying to resolve this issue dating back from the 27th of May 2023 an I have received emails stating the case was closed on the 30th on May. Even though no action was taken at all an when I asked why I received another email almost like the one they sent you stating the same thing but it stated it to was forwarded an I would revive a call in 2 to three business days on the 2nd of June. I even got a email stating it has even escalated.  Yet here we are its the 13th of June an yet no one has come out to resolve this dangerous safety issue about The rotting tree I have called a tree arborist at the begging an I paid for his opinion out of my own pocket an the arborist stated clearly the tree is a danger an is rotting not only from the outside but is rotting from this Inside base of the tree making it highly likely to fall in the near future an could possibly due costly home structure damages an property damages to mine or the owners home or the adjacent homes surrounding the tree depending on the direction the rotting tree falls when the structure of the base finally gives out an the arborist also advised that the tree needed to be cut down so as to not endanger the people renting the owners home an to save there investment. An the arborist also added it could fall on my home as well along with the damages to the property when the tree falls due to the instability of the base of it rotting. The arborist stated an pointed out the gray dark brown almost blacking limbs that are very large limbs that will possibly be falling off soon might cause damage at my shed. To wit I had show the arborist where some of the rotting tree limbs had already hit my shed. And he add that This will continue until the tree is cut down or the tree eventually rots the rest of the way from the base an the tree will not be able to hold its upright structure integrity an will collapse possible on the owners home or the adjacent properties that surround it or my home there is no way of knowing which way the tree will fall when the integrity of the tree finally gives way. So  I have advised the neighbors that live in the area that are in the fall zone of this tree that is on street lanes property along with the arborist findings. I also gave them the contact number of street lane properties as well for when the tree loses its structural integrity an collapse as the arborist stated. That way if the tree falls on any of the other properties surrounding the tree those home owners can seek damages against street lane properties as well. On a personal note street lanes property investment is also in jeopardy of sustaining serious structural damages from  tree on there property you would think they would want to protect there investment yet they seems. An its just my opinion that they seems to ignore the warnings an the reports of damages that have already occurred to there shed an my shed from this tree an to this date have made no attempt to fix my  shed from the damage it has sustained from the falling limbs of the dangerous tree on there property they own. Nor has street lanes made any attempt to make any kind of restitution to the damages to my shed from the rotting tree limbs that fell on it already as well it is like  they dont care an are waiting for the tree to just fall an hope it doesnt hit the property structure home they own. Now I an the tenant renting the property has made numerous email asking for this dangerous tree to be cut down an also have tried to work with them to resolve this issue. But I am willing in good faith to try this one last time with the assistance from the BBB that is greatly appreciated. I respectfully request a resolution to this. I  Dont wish for there tree to damage Anyones elses property to sustain  rotting tree an further more I dont want to see any one get hurt or killed when the integrity when the base of the rotting tree eventually gives. So I am willing to pay out of my pocket for the damages to my shed that I have sustained up to this day myself. So as to help street lane with the burden of the costs of taking down of the tree. That way they do not have to spend any other money to fix the damages that has occurred to my shed up to this point. As far as there sheds damages that is up to them. But in saying that if they continue to refuse to address the issue an remove this danger of this rotting tree there so it doesnt keep causing damage to my shed an eventually who is to say whos home structure could be seriously damaged or cause a person could get injured. I will have no other alternative but to seek damages that occur from the neglect by street lane an if any of my family gets injured or worse. I will not only hold street lanes company moral and financially responsible for any fee from damages from the tree that has gone neglected by street lane properties. I thank you for your time an hope that this issue is resolved soon. In the **************** the property owner is liable for damages there tree dose to anothers property. I hope that we can move forward so we can all be safe outside . Thank you

   

  Business Response

  Date: 06/16/2023

  Per Senior Portfolio Manager- There have been two separate vendors out to look at this tree and both do not believe this tree is dead. It does appear there is a branch or two that *** be dead but the contractor confirms there is no immediate danger of branches falling. Branches also appear to be hanging over our side of the property and are clear of the shed. It is our collective opinion that no action needs to be taken at this time.

  Customer Answer

  Date: 06/16/2023

  I am rejecting this response because:   I was able to talk with the person who actually came out here yesterday myself an the tenant both spoke with the person whom came out to look an take pictures of the tree at which time I informed the person of t he arborist that o had paid to come it and take a independent look at the tree an the person that streetlane sent out agreed with the arborist findings an did state that there were over 4 large branches that are decaying an there own person that was sent out agreed that the tree would have to come down an stated the only this is that the ***** price it would cost for that *** not be something that the street lane propulsion be willing to pay but if they agree to the cost to take it down the person street lane property sent out would be there in the next day or two to take the tree down so I dont know what other persons they had sent out but yesterday there own head of the property service person came out an did in fact agree the tree was in fact dying an is rotting along the areas he submitted pictures to so I am confused it is seeming that the company is falsely stating things that didnt happen or is has sent other people out that nor the tenant linked up with an are using someone that is not qualified to determine the state of the tree that is obviously rotting an the limbs are falling at different times an can possibly hurt or kill a persons outside due to the neglect from street lane properties an no one from street lanes property has contacted me about the damages the tree has caused to my shed an I feel the good faith gesture I presented has gone by the waist side to help with in good faith I presented the gesture as to take care of the damages costs from the tree if they at least cut the rotting tree out. An I even informed the person that streetlane sent out yesterday but now I am feeling this was a false hood by streetlane an they did not operate in good Faith an when there own worker presented the costs of removing the decaying tree an its dangerous limbs street lanes are trying to side step an present statements that are not true myself and the tenant were both present when there own worker cvs me out an infant agreed the tree needed to come down an over 4 very large decaying Limbs from the tree are along with the arborist report clearly show the tree is in fact a danger an needed to come down but yet now all of a sudden there doing nothing not cutting the tree down not even cutting the decaying tree limbs from the tree because they know if they did that the would have to take out the rest of the tree *** to the continued rotting In those areas. I find this to be a major ******************* an I am left as well as the tenant with this dangerous rotting tree there own worker stated in front of me an the tenant needed to come down but yet the street lanes property have had two other people which is strange seeing we met with there worker yesterday but seeing they report was not a favorable one in street lanes ***** there now strangely stating two other people came out an now there reports state the tree is not in fact rotting an is not a danger. From just yesterday Thursday the 22nd I find that very suspect seeing that street lanes property guy came out yesterday an did in fact state the tree was rotting an needed to come down. An would be out to take it down the next day or two to take the tree down if streetlane approves the price. See now if the tree was safe there would not be large rotting branches falling an doing damages to my an streetlanes property own shed. Streetlane property has now lost there tenant an in fact will no longer be living there an will not renew there lease seeing its too much of a danger an this way the tenant will be leaving in the property in three months I cant say I blame him he dose not wish to place him or his wife in danger with the tree falling on the home hurting them or worse in the middle of the night. But myself an the others in the area of the area when this drying tree falls can get serious dangers to there homes as well as there loves ones *** to this gross neglect by streetlanes property not taken action an what I feel mysteriously finding two other people from yesterday its seems a little off to me an not feeling that there operation are in good faith an when there received the report from there own person yesterday an the price it would take to cut the rotting tree down this two other reports strangely pop up very convenient an very make people very  confused seeing there guy was here yesterday Thursday the *********************** fact the tree needed to come down an was sending streetlane a price of the cost on that an now on Friday the 23 of June two there people came out never met with anyone an now the tree is great an needs not to come down. Very suspicious to me an its horrible in this day an age a company would make such a falsehood but I guess its the way they do business well I respectfully request that BBB get the name of streetlane insurance company an I can forward that info the the adjacent neighbors so they at least Can file for damages with there insurance companies when this tree dose in fact come down an I see that I will keep my word a in good faith an not seek restitution for the damages that there tree has caused to my shed because unlike this street lane property company i keep my word but I will seek damages when this tree falls an dose damages to my home or hurts one of my family members. I understand that this company has a lot a negative reports online an there ratings are very low. But I figured with all the facts an t proof along with the fact that a arborist has come out at no cost to streetlane have been informed of there findings. An yet there own worker comes out agrees with the arborist findings an stated once his report of filed with streetlanes an its approved he would be back in a day or two to remove the tree. We surprisingly have street lane state they have had two separate reports an the reports state the tree in in fact safe an nothing remember those words nothing needs to be done. Now that seems very strange to anyone outside looking in at this an seems very suspect as to evade responsibility of a tree that is rotting an doing damages an now remember there own report stated of rotting branches but state that nothing is going to be done now that is very off putting an seems strange seeing there own person came out an stated that the tree needed to come down an would be back in a day or two to remove in front of me an the tenant see I have cameras on the outside of my home an it recorded the entire conversation with the tenant myself an there own worker that was sent out an there own worker clear as day stated how the tree needed to come down an in fact was rotting but needed to get it approved an he would be back in a day or to remove it once it approved. I have that on my **** recorded camera an you can hear there workers own statements of what I wrote above. So can the BBB please get the insurance company name of the street property on the house they own at ********************************************************************** an I will keep the recorded off my **** security camera with there own worker on it an when the rotting tree falls an damages an injuries happen streetlanes insurance company can be ***d along with streetlane for there neglect an false reporting to the BBB with these false statements its sad that the company would be doing business that was I guess we will have to let the judge see the video of there own workers statements on Thursday the 22nd of June an it now being the 23 of June an nor I or the tenant have meet with any other of streetlane property about the rotting dangerous tree but if this is how that streetlane wishes to proceed i respectfully request to obtain the insurance company name that the comapany is using an i will obtain a lawyer an we will take the damages sustained along with the video from my **** from yesterdays recording of there own worker talking about how the tree is rotting an needs to be cut down an we will see how the judge sees if there were even two other workers that i guess streetlane is stating that those reports state different an we will let the judge decide which one is being honest an who will be paying for damages an paying to remove this dangerous tree. This is sad in this day an age that a person needs to report an have recordings just to prove what he is stating is true but seeing how bad the online reports are only about streetlane property I was hopeing that they would operate honestly an in good faith but it seems that Is not the case so we will let the judge decide with this recording of there own worker yesterday with me an the tenant right there. Thank you for your time in this matter BBB an I await the name of the insurance company so I can move forward thank you for you time an I appreciate it all an i apologize for some companies not operating in good faith.

  Respectfully Submitted,

       Off *********************** NBPD ***.

  Business Response

  Date: 06/29/2023

  Per Senior Portfolio Manager: Streetlane Homes no longer manages the maintenance at this property. Please contact the new property management company to address any complaints to ******** Avenue at ***********************. Thank you.

• Initial Complaint

  Date:06/09/2023

  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 6/8/2023 Streetlane Homes decided to notify my family and I that they are switching our lease over to ******** Avenue. Our tenant portal was shut off and my $640.54 UNAPPLIED credit was literally stolen from me. I now cannot see my money in the portal, nobody can provide answers, and I have made sure to add money to my portal to ensure my rent and utilities are paid when STREETLANE WANTS. They apply the charge and BOOM the money is there! When American Avenue expects us to cough up $975.00 in ********* utilities I will redirect them back to Streetlane for $640.54 of that rent. We are fully prepared to *** and will not accept the typical run around Streetlane gives. I need my money deposited back into my bank account, or a certified check sent in the mail with tracking information, ASAP. I have read similar complaints and I promise we will not be another VICTIM!

  Business Response

  Date: 06/21/2023

  Hi ******, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case 00318571 to our Senior Portfolio Manager in ** for review and follow up of your complaint. 

  Business Response

  Date: 06/22/2023

  Per Senior Portfolio Manager: We reached back out to the resident on 6/12/23 via email *********************, requesting additional information regarding the reimbursement that resident is seeking. Resident was nonresponsive after multiple attempts via email. This home is no longer under our management. Please reach out to:
  
  American Avenue Property Management
  ***********************
  PO Box 4668
  PMB #*****
  ********, ** 10163-4668

• Initial Complaint

  Date:06/09/2023

  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.

  Our air condition has been going out the past week and it has been 90 degrees here everyday. They canceled all of my maintenance request for the air condition to be fixed. My girlfriend is 8 months pregnant this is ridiculous and unlivable conditions. We also have put in maintenance request for our back deck that is wobbling extremely and is very unsafe. I have tried contacting Streetlane Homes and after our first conversation ******* never answered my phone call and sent it to voicemail. The manager of the property blocked me after contacting him about the air conditioning. This is extremely unprofessional and unsafe acts.

  Business Response

  Date: 06/21/2023

  Hi *****, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case 00318584 to our Senior Portfolio Manager in MO for review and follow up of your complaint. 

  Customer Answer

  Date: 06/21/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/07/2023

  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.

  I moved into my rental home 5/1/23. All was smooth with the move in process. I noticed the shower would drain slow or the toilet would randomly gurgle but it wasn't causing any issues. About a week ago (Tue 5/30) sewage started coming through the bathroom drains. I contacted streetlane and filed a maintenance request. A tech came out 6/2/23 AND 6/3/23. He tried snaking several drains in the house and then came back on the 2nd day to auger the outside trap. It was completely packed with dirt. He did manage to get that cleared out and later said that I was looking at a bigger problem beyond his abilities. He believes we have a collapsed sewer lateral line. I immediately contacted streetlane again to report the news. They reissued a work order and said it would be priority since I have sewage in my only bathroom. This was Saturday around noon. Sunday I called because I hadn't heard from anyone and they said they would make it an emergency order. I had to call back twice Monday to check the status of the work order and as of now 6/5/23 8:52pm it is currently active and they don't know why no one has contacted me. I asked about hotel funding as I JUST paid rent and they told me they no longer have an option to press when you call for central office, they just forward all calls to their calling service. I've been living in this house with sewage and all they keep telling me is that they "sent a request". They have the report from the original tech they sent out why isn't this being fixed

  Business Response

  Date: 06/07/2023

  Hi *******, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case : 00306373  to our Senior Portfolio Manager in MO for review and follow up of your complaint. 

  Business Response

  Date: 06/08/2023

  As per Senior Portfolio Manager: Good afternoon. We were informed by our maintenance team these issues were resolved. Unfortunately, since the repair cost amount was over a certain threshold, we required landlord approval which was fortunately approved after a second estimate was obtained. Should you have any additional questions or concerns, please reach out to us at any time at ********************************** 

• Initial Complaint

  Date:06/05/2023

  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.

  I informed my landlord that rodents were seen on the property. They came and sealed access points into the house. Rodents were seen after they blocked up access points. I asked them to send an exterminator. They refused, saying pest control was a tenant responsibility per my lease. This is not stated in my lease. I sent my landlord an excerpt of the ************** Landlord and Tenant Act where it says they are responsible for maintaining habitability. They refused to send an exterminator again. They restated that it was a tenant responsibility and they had already blocked up access points (which they did not.) I have contacted SCDHEC, but they said they cannot intervene with landlords and tenants. I contacted *********************************, but have not gotten a response.

  Business Response

  Date: 06/06/2023

  Hi *******, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case 00304419 to our Senior Portfolio Manager in ** for review and follow up of your complaint. 

  Customer Answer

  Date: 06/06/2023

  I am rejecting this response because: I am happy that they are opening an internal review and consent to this process but I didn't want to say accept because the issue is not resolved. But I would like to continue working with Streetlane during this review process. I can be reached over email ************************* or phone ************ if more information is needed to assist Streetlane in this internal review.

  Business Response

  Date: 06/06/2023

  Per Senior Portfolio Manager: Per the lease agreement, the tenant is solely responsible for any/all pest control treatments/remedies. Please see attachment from the signed lease for this home.

  12. PEST CONTROL
  12.1. PEST CONTROL. Except as provided below in Section ****, Resident, at its sole cost and
  expense, shall be responsible for all pest control. Subject to Local Laws, Landlord shall have no
  responsibility for any damage done to Resident or any other person or property at the Premises as a
  result of pests or pest control treatment.
  Resident must notify Landlord in writing within one (1) week of the date of this Agreement of any
  suspected pest infestation. Within thirty (30) days of such notice, Landlord shall arrange for treatment of
  the Premises a maximum of two (2) times at no cost to Resident. Resident hereby accepts and
  assumes all responsibility for all pest control thereafter, subject to Local Laws.
  ****. BEDBUGS. Bedbug is the name given to a parasitic insect that feeds on the blood of
  warm-blooded animals, including humans. More information is available at the website for the
  **** Centers for Disease Control: www.cdc.gov/nceh/ehs/topics/bedbugs.htm Landlord has no knowledge
  of any bedbug infestation or presence in the Premises.
  It is unlawful and a material breach of this Agreement for Resident to allow any materials that are
  infested with bedbugs to be brought to the Premises. To reduce the risk of bedbugs Resident should: (a)
  avoid used furniture, clothing, bedding (including mattresses) and luggage; (b) completely encase in a
  zippered cover any used mattress brought to the Premises; (c) carefully inspect and clean any luggage
  used in traveling or brought to the Premises by guests; and (d) avoid sharing vacuum cleaners with
  others and regularly empty and/or replace vacuum cleaner bags or canisters.
  In the event of an actual or suspected bedbug infestation, Resident shall provide Landlord with written
  notice within ten (10) days of Residents discovery or suspicion of same. Failure to notify Landlord in
  writing within such 10-day period shall constitute a waiver by Resident of any claim against Landlord
  associated with any such infestation, and treatment thereof shall be Residents sole responsibility. If
  bedbugs are suspected or discovered in the Premises after Resident takes possession, Resident and
  Landlord will fully cooperate in the treatment of the bedbugs. Resident agrees that Landlord may
  access the Premises without notice or consent at all reasonable times in order to inspect for bedbugs if
  Resident has provided notice of bedbugs or if Landlord has reason to believe that bedbugs may be
  present in the Premises. Moreover, if Resident knowingly brings items into the dwelling unit that contain
  bedbugs, fails to take reasonable precautions to avoid bringing bedbugs into the dwelling unit, fails to
  provide notice to Landlord of the presence or suspected presence of bedbugs within 48 hours of when
  evidence of bedbugs is discovered, or fails to fully cooperate in the inspection or treatment of the
  Premises when bedbugs are reasonably suspected, Landlord may consider such as a material breach of
  this Agreement and terminate this Agreement upon notice to Resident and in accordance with the Local
  Laws. If it is determined, in Landlords sole and absolute discretion, that the presence of bedbugs is a
  result of Residents failure to comply with the terms of this Section, Resident shall be liable for the cost
  of treatment and, in any event, Resident shall be liable for any cost incurred if after notice Resident
  does not make the Premises available and ready for treatment, including taking any necessary pretreatment action,

  or does not follow any post-treatment instructions. Resident agrees that Resident and all
  other occupants, guests and animals may be required to vacate the Premises during treatment. Further, if
  Residents failure to notify Landlord of the presence or suspected presence of bedbugs or failure to fully
  cooperate in the treatment of bedbugs results in the return of bedbugs to the Premises or the spread of
  bedbugs to other properties, Resident shall be liable for all damages that result.
  
  

  Business Response

  Date: 06/09/2023

  Per Senior Portfolio Manager: Per the lease agreement, the tenant is solely responsible for any/all pest control treatments/remedies. Please see attachment from the signed lease for this home.
  12. PEST CONTROL
  12.1. PEST CONTROL. Except as provided below in Section ****, Resident, at its sole cost and
  expense, shall be responsible for all pest control. Subject to Local Laws, Landlord shall have no
  responsibility for any damage done to Resident or any other person or property at the Premises as a
  result of pests or pest control treatment.
  Resident must notify Landlord in writing within one (1) week of the date of this Agreement of any
  suspected pest infestation. Within thirty (30) days of such notice, Landlord shall arrange for treatment of
  the Premises a maximum of two (2) times at no cost to Resident. Resident hereby accepts and
  assumes all responsibility for all pest control thereafter, subject to Local Laws.
  ****. BEDBUGS. Bedbug is the name given to a parasitic insect that feeds on the blood of
  warm-blooded animals, including humans. More information is available at the website for the
  **** Centers for Disease Control: www.cdc.gov/nceh/ehs/topics/bedbugs.htm Landlord has no knowledge
  of any bedbug infestation or presence in the Premises.
  It is unlawful and a material breach of this Agreement for Resident to allow any materials that are
  infested with bedbugs to be brought to the Premises. To reduce the risk of bedbugs Resident should: (a)
  avoid used furniture, clothing, bedding (including mattresses) and luggage; (b) completely encase in a
  zippered cover any used mattress brought to the Premises; (c) carefully inspect and clean any luggage
  used in traveling or brought to the Premises by guests; and (d) avoid sharing vacuum cleaners with
  others and regularly empty and/or replace vacuum cleaner bags or canisters.
  In the event of an actual or suspected bedbug infestation, Resident shall provide Landlord with written
  notice within ten (10) days of Residents discovery or suspicion of same. Failure to notify Landlord in
  writing within such 10-day period shall constitute a waiver by Resident of any claim against Landlord
  associated with any such infestation, and treatment thereof shall be Residents sole responsibility. If
  bedbugs are suspected or discovered in the Premises after Resident takes possession, Resident and
  Landlord will fully cooperate in the treatment of the bedbugs. Resident agrees that Landlord may
  access the Premises without notice or consent at all reasonable times in order to inspect for bedbugs if
  Resident has provided notice of bedbugs or if Landlord has reason to believe that bedbugs may be
  present in the Premises. Moreover, if Resident knowingly brings items into the dwelling unit that contain
  bedbugs, fails to take reasonable precautions to avoid bringing bedbugs into the dwelling unit, fails to
  provide notice to Landlord of the presence or suspected presence of bedbugs within 48 hours of when
  evidence of bedbugs is discovered, or fails to fully cooperate in the inspection or treatment of the
  Premises when bedbugs are reasonably suspected, Landlord may consider such as a material breach of
  this Agreement and terminate this Agreement upon notice to Resident and in accordance with the Local
  Laws. If it is determined, in Landlords sole and absolute discretion, that the presence of bedbugs is a
  result of Residents failure to comply with the terms of this Section, Resident shall be liable for the cost
  of treatment and, in any event, Resident shall be liable for any cost incurred if after notice Resident
  does not make the Premises available and ready for treatment, including taking any necessary pretreatment action,
  or does not follow any post-treatment instructions. Resident agrees that Resident and all
  other occupants, guests and animals may be required to vacate the Premises during treatment. Further, if
  Residents failure to notify Landlord of the presence or suspected presence of bedbugs or failure to fully
  cooperate in the treatment of bedbugs results in the return of bedbugs to the Premises or the spread of
  bedbugs to other properties, Resident shall be liable for all damages that result.

• Initial Complaint

  Date:06/04/2023

  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.

  I have never dealt with a company so inept and clownlike. Their representative explained a moveout policy that differs from the lease and I can't get someone on the phone to talk about it. I emailed multiple times this week to ask for clarification and I call and the only way I can get a hold of someone is to say I am an interested tenant. I have leased from multiple companies before and they at least give a phone number for existing tenants. When I talk to someone at a call center in ****** they say to call back and talk to local agents but the existing resident number says to email. They also don't care that the smoke detectors didn't work and may have violated AZ law by not replacing them. They charged $150 to replace a showerhead when they had done maintenance on it before and didn't tell us it would be $150 before and we reported it to avoid mold growing.They also don't respond to maintenance requests in a timely manner except to cancel duplicate ones because they ignore us. Every other company I have dealt with has a phone number and responds quickly. This is an extremely disappointing experience and we can't wait to leave. I would like to talk on the phone with someone who actually is willing to talk with an existing resident and not just a prospective one. They are happy to email asking for a lease renewal repeatedly but not when it's for anything else.

  Business Response

  Date: 06/07/2023

  Hi ****, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case : 00303558  to our Senior Portfolio Manager in ** for review and follow up of your complaint. 

  Business Response

  Date: 06/09/2023

  Per Senior Portfolio Manager: We were able to speak with the resident to discuss their concerns and have waived the repair chargeback.

  Customer Answer

  Date: 08/07/2023

  reached out to the business multiple times for move out issue and they sent ** to collections. no one will respond

  Customer Answer

  Date: 08/08/2023

  We moved out of our previous StreetLane homes residence on June 16. Gave timely notice and used professional cleaning services to perform a move out cleaning. We received a letter dated 07/18 listing a bunch of different charges with no explanation for them. We have been emailing and calling since 07/24 hoping to receive an explanation but haven't heard from anyone or received any help. We are now unable to make any payments on their portal either. Today, I spent over an hour calling the same number three times only to be looped around in circles with no resolution. It was suggested that I visit the leasing office in person. It is beyond me why something as simple as explanation of charges would need me to jump through all these hoops. Seems very shady.

  Business Response

  Date: 08/08/2023

  Hi ****, your feedback is very important to us. We have assigned internal case 00355976 to our Senior Portfolio Manager in ** for further review and a prompt response to your complaint. Thank you. 

  Business Response

  Date: 09/11/2023

  This issues has since been resolved:  Message from resident "Thank you for your help and support ****! I am glad we were able to get in touch with you and sort this out finally!?

  Business Response

  Date: 09/20/2023

  This issues has since been resolved:  Message from resident "Thank you for your help and support ****! I am glad we were able to get in touch with you and sort this out finally!?

• Initial Complaint

  Date:06/02/2023

  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.

  I am a tenant at **************************************************************************. I initially was renting with Streetlane Homes but now under ******** Avenue. I moved in, November 2022. My rent is $1025 a month with utilities that are not in my name added. It usually brings the monthly expenses to around $1600 a month. I have made numerous maintenance requests about the **** not working properly. Over the winter it was freezing cold. Streetlane had 2 different companies come out to look at the furnace and they both reported that the furnace was too small for the house. Streetlane never gave the ok to address the problem. It remains an issue. Now I am having issues with the *** 2 different companies have come out and said the ac unit is not even wired to the house. Also, there is a hole in the roof that has water sitting in the house leaking into one of the rooms causing mold and disrupting the plumbing. The upstairs bathroom smells like sewage and the tub will not drain. These issues have yet to be addressed. The upstairs of the house is a furnace. I desperately need help getting these property owners to fix these issues. They will send someone out to look at the problem but then just leave it unaddressed. I am I single mother of 3 and this is causing extreme stress for me. Its a furnace in the house and they wont even provide ac units.

  Business Response

  Date: 06/02/2023

  Hi ******, we appreciate your honest feedback. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We would like to have a better understanding about your experience. We have assigned internal case : 00301582 to our Senior Portfolio Manager in IN for review and follow up of your complaint. 

  Business Response

  Date: 06/05/2023

  ******,
  Thank you for the email. My apologies that you are having issues with your home. Your home was recently offboarded in our system and is currently being managed by the actual Owner. (This Owner did the initial rehab on the home as well). You will have to address any maintenance/concessions concerns with them. I am not able to issue any credits or perform any work on the home as of this time. I'm sorry I can't be of more help.