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:09/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented from this company for years and In November of last year they told me that they willnot be renewing my lease, and I needed to return keys before I exit. I didn't have an address right away because I hadn't found a place to move until 1 week b4 I had to be out of theapartment. I did call the property, and give them my new address. When I done exit paperwork I couldn't put in an address, because I hadn't yet found a place yet. My Deposit letter I didn't receive it for 5-6 months. I'd leave messages and I got no response from them to dispute the charge of my whole deposit estimate $1000 plus $150 over the amount I was billed. Because I didn't receive it within the 30days required they sent bill to collections of $150 that I knew nothing about. They sent it to *********************************************. This is the property that I rented from them at;no longer live there. I feel my rights to dispute were violated, because it was sent to my old address. They know I don't live there why would they send it there? I ask. They took my whole deposit and charge me for wear and tear. They charge me for cleaning and I have proof I cleaned it. They charged me for items that were missing that wasn't present when I moved. I didn't clean the carpet and spray, because my resources were garnished with the inspected news that I had to move. I'm disputing the $150 that they billed me for. By law my deposit was suppose to be sent within 30days. They sent it to wrong address & even though I had change of address it was 5-6months before I received therefore not allowing me to dispute the charges b4 they sent it to collections. This is common practice for them and other landlords to falsify info of damages to prevent returning the deposit;some honest ones are out there. Its time to take stand as tenants of landlords falsifying info of damages of deposits.1

  Business Response

  Date: 09/25/2024

  Ms. **** was notified on 11/1/23 that her lease would not be renewed, giving her 30 days' notice to find a new place to leave. She signed her Notice to Vacate paperwork on 11/29/23 via DocuSign but did not provide a forwarding address, either in writing or by phone. Please see H1201b_4NTV ****.pdf which shows her signature on the form, and the forwarding address is left marked NA since she did not yet have one). We have no record of receiving her address change, which is required for returning the deposit. Per property code, we sent the deposit disposition letter (see deposit_disposition_amount_due_chrristine_s_reid_020824(1).pdf) to her last known address (1201 Bluebird) and also emailed her on the same day (2/9/24).Our system shows the email was sent but not opened (please see image ****-Emails.png for a screenshot of the email history stored in our system).
  
  Gold Medal followed its standard move-out policy, which ******* acknowledged with her signature on the Notice to Vacate paperwork. This policy includes requirements for cleaning, pest control, and carpet cleaning.This policy is outlined in the lease (which Ms. **** signed on 9/28/2020 prior to moving in (see Move out Policy and Checklist H1201B_4 Rid 09.28.20.pdf) and also again in the Notice to Vacate paperwork which Ms. **** signed via DocuSign on 11/29/23 (H1201b_4NTV ****.pdf).  As Ms. **** did not meet these standards, we arranged for these services and charged her accordingly. The attached photos show the condition of the apartment at move-out. While Ms. **** did do some cleaning in the unit, she did miss several items, and we discovered broken blinds, screens, and other items that needed repair after she moved out (See H1201B_4 MOWT Reid_compressed.pdf). This move-out inspection form shows everything we found during the move-out inspection but we only charged ******* for the items listed in the Disposition letter as we do not charge tenants for normal wear and tear items, despite Ms. ***** claims to the contrary.
  
  Ms. **** claims we violated the 30-day rule for returning deposits, but this requirement applies only if a forwarding address is provided, which was not the case.
  
  Ms. **** has not contacted us to dispute the charges,despite the availability of our office, email, and phone number.  Instead,she chose to raise complaints online only after her account was sent to collections for $154.14.
  
  Texas property code is quite clear on the matter of returning deposits- it reads:
  
  Sec. 92.107.  TENANT'S FORWARDING ADDRESS.  (a)  The landlord is not obligated to return a tenant's security deposit or give the tenant a written description of damages and charges until the tenant gives the landlord a written statement of the tenant's forwarding address for the purpose of refunding the security deposit.
  (b)  The tenant does not forfeit the right to a refund of the security deposit or the right to receive a description of damages and charges merely for failing to give a forwarding address to the landlord.
  
  Acts 1983, 68th Leg., p. 3641,ch. 576, Sec. 1, eff. Jan. 1, 1984.
  
  
  We remain open to discussing her concerns and providing all necessary documentation.
  
  
  Sincerely,
  ***** *****,
  Property Manager
  Gold Medal Property Management

• Initial Complaint

  Date:12/19/2022

  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 November 15th, I moved out of the apt I was renting and left the apt in great condition - I have photos and video showing such. I was expecting my full deposit of $650. On November 16th, I received notice of findings and had a period to refute the claims. On November 17th, I refuted the claims. In response to what I stated, I received an email from *************************** on November 18th stating "...we will not be assessing a charge for the needed work...". She goes on to state in the same email "...once you receive the return of your deposit (postmarked by 30 days post move out) ...". Then on December 13th, I received an email from ************************* stating I would only be receiving a partial refund of my deposit in the amount of $227.83. I responded on December 13th and 14th having copied the email from *************************** on November 18th stating I would not be assessed charges and would receive a full refund. Then on December 19th I received a response from Gold Medal stating, "After further review, there will be no additional refund of your deposit". They are taking advantage of the fact that I moved out of state and are reneging on what they originally said regarding not assessing a charge and returning my deposit. I expect my full refund.

  Business Response

  Date: 12/28/2022

  When a tenant notifies Gold Medal they are moving out, they are given a written Move Out Policy & Checklist packet (that clearly outlines what responsibilities the tenant has with respect to the property condition, and also outlines the overall move out process. Please see attached signed Move Out Policy &Checklist form indicating the tenant received this form (pages 2 & 3 of the Intent to Vacate document (K370M_B NTV-Abbey.pdf).
  

  One of the first steps is the Move Out Inspection. Our property specialist goes through the property to identify all defects in the unit. These defects can be something caused by the tenant, or something that is caused by normal wear and tear. For the purposes of open communication, we provide the tenant with that full report even though they are not responsible for all of the items in the report. We then do a deep dive into the tenant's original move in condition form, and all work orders that occurred during the time the tenant rented with us. We use this time to identify those items for which the tenant is responsible and those items for which the owner is responsible. 
  

  When the tenant saw the Move Out Inspection report (**** Malibu B - MOWT 1.16.22_compressed_compressed.pdf), she contacted our property specialist and argued that the unit had not been properly cleaned when she moved in and that any deficiencies in her cleaning of the unit when she left should be overlooked. We reviewed this request and agreed with her and did not charge her for any of the cleaning items found in the Move Out inspection. Our property specialist did send her a letter indicating she would not be held responsible for those cleaning items, but the property specialist was referring only to the cleaning items. (Propspecialistresponse.jpg). 

  In short, while there is a long list of items that need to be addressed in the original Move Out Inspection report, the only things the tenant was responsible for (and which were clearly outlined to the tenant prior to move out in the Move Out Policy & Checklist form that the tenant signed when she received it) were outlined as:
  

  1)Coordination of services fee. As outlined in the Move Out Policy checklist given to the tenant, the tenant is responsible to pay this fee if they move out and don't take care of pest control, cleaning, carpet cleaning etc. and we have to take on that responsibility. In this case the tenant did not complete all cleaning activities (specifically the carpet cleaning) and so we had to manage this coordination with the vendor for the tenant.
  

  2)Additional carpet cleaning. The tenant hired our preferred carpet cleaning company, R3 Floorcare, but specified to them that she had only 2 rooms of carpet which only required a standard clean. Accordingly, she was charged by R3 for 2 rooms, standard clean.

  
  However,when R3 arrived, they found 2 bedrooms, plus stairs and the living room that were all carpeted and needed to be cleaned. They charged Gold Medal an additional $278.02 for the additional areas of carpet cleaning. Additionally,the tenant paid for a standard clean on the 2 rooms of carpet, but the vendor found that the carpets needed extra cleaning (power scrubbing, odor treatments,etc.). We did call R3 and ask what the tenant had paid for, and they did confirm that she told them 2 rooms of carpet and paid for only 2 rooms of carpet - and only the standard clean. It is up to the tenant to report accurately the number of areas of carpet that need to be cleaned and the state of those areas in order for the vendor to accurately price out the carpet clean. The tenant failed to do so and is therefore responsible for the extra carpet cleaning charges.
  

  3)She was charged labor ($60 - which is 1 hour of labor) for making repairs to the unit as follows -
              Replacement of missing door/hinge stops, stop plates throughout the property ($3.19),
              Replacement of missing outlet covers ($1.20),
              Replacing light bulbs ($6.17),
              Replacing the kitchen vent hood filter (as outlined in the move out policy) $14.27, and finally
              Replacement of the missing ceiling fan chain ($9.32). 
  

  The total expenses she was responsible for then came to $422.17.  Her deposit was $650. Her refund then came to $227.83. All of the charges against her deposit were clearly documented in the Security Deposit Return letter dated 12/13/2022 (deposit_disposition_refund_angelique_w_abbey_121322.pdf) and sent to the tenant. The tenant is responsible for these charges.She is not being charged for any cleaning items (as previously agreed), nor any of the normal wear and tear items reported in the inspection report.

  
  Had the tenant accurately reported the true number and state of her carpets to the carpet cleaning vendor when paying for carpet cleaning, the majority of her deposit would have been returned to her (all but $94.15 - the sum of labor and parts to repair the items missing/broken as outlined above). 
  

  As property manager it is our responsibility to represent both the building owner and the tenant. In this case the tenant failed to meet her responsibilities when moving out and was charged fairly and accordingly for the items that needed addressing after she moved out.

  As supporting documents, please find attached the Move Out Policy & Checklist packet (signed by the tenant), the Security Deposit Return letter, and a screenshot of the email from our Property Specialist to the tenant that indicates she will not be held responsible for the CLEANING issues found in the move out inspection. And finally, we are including the full move out inspection form which includes both items that the tenant is ultimately responsible for as well as the items for which the owner of the building is responsible.

  Customer Answer

  Date: 12/28/2022

  Complaint: 18611238
  
  I am rejecting this response because:

  To reference the evidence originally submitted. All the points have been addressed and she clearly stated she was going to waive the charges.
   "Although there are deficiencies in the standard of clean in your unit, we will not be assessing a charge for the needed work since you have pointed out an issue we do need to resolve..." She goes on to state,"...once you receive the return of your deposit (postmarked by 30 days post move out)..." 
  She did not say except for X, Y, Z. If that would have been the case, then they should have been forth coming. Gold Medal put it in writing and instead of standing by their word they are choosing to follow deceptive practices.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/17/2022

  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 were supposed to have a closet in our house and it didnt come with one, But 8/24/22 is when we got denied for the closet . I was over hearing the conversation between ***** and my Girlfriend about how bad the building floors was and we might have to relocate somewhere else .****** is the foundation worker he checked the floors but ***** who works for gold medal seen so many red flags he told us he doesnt know how it passed inspection this was on 8/26/22. the floors are bad , when you walk on certain parts of the floor it feels like a youre gonna fall through.its really kinda scary I feel unsafe because of Dents and how when you walk on the floor it makes crack noise like the floor going to collapse. They havent fixed the issue yet and its been a more than a week.

  Business Response

  Date: 10/28/2022

  Please note that this complaint is a duplicate of the complaint put in by the other tenant in the same unit (Complaint 18208412). We are including our same response from that complaint to this complaint.
  

  711 W.  Ave C came into our management 04/27/22. Previous to that it was managed by a different management company and owned by a different owner.
  

  On 08/24 the second tenant living in this same unit called our office and mentioned for the first time that she had a prior agreement with the previous owner/management company about having one installed. We suggested that she submit a work order and include any previous agreement but that we could not guarantee the new owner would approve it. She submitted the work order, and the new owner denied the request to add a closet.
  
  Earlier this year Gold Medal noted that there was sloping on some of the floors in the building (not just in this unit) and requested foundation assessments from 2 different vendors. This is part of our standard process whenever foundation issues are suspected. We also requested that the owner have a structural engineer review the building foundation as an unbiased third party.  The owner contracted directly with the structural engineer and provided us with a summary of their findings late last week. The findings are that the building does need to be leveled. The owner has indicated to us that they will undertake this work this coming spring.  According to the structural engineer hired by the owner, the building is structurally sound and not dangerous for the inhabitants who live there. There is a slope to some of the floors and this is causing issues with how some doors close, drywall damage etc. Once the foundation is leveled, then the owner plans to undertake the repairs to the walls/doors etc. Leveling a building is an expensive undertaking not just for the leveling, but also for all the repairs that need to be performed once the building is level.
  
  In the meantime, though, it is important for the tenant to continue to pay their rent as outlined in the terms of their lease. We understand the tenants disappointment that they didnt get a closet added, but the agreement to add a closet was not disclosed during the buildings sale and the new owner had no knowledge of this reported agreement. No member of the Gold Medal staff was ever involved in any discussion promising to add a closet. Gold Medal is not authorized to make changes to the building without approval from the owner and we understand the owners position of wanting to make the foundation leveling changes first, then work on repairs needed after the leveling takes place prior to taking on non-essential requests like adding closets.
  
  The tenant has not called in any work orders regarding the issue with the doors not closing properly. The first and only time weve ever heard of the issue with doors due to the foundation issues is through this BBB complaint. We are unable to service work orders that have not even been reported to us. Our property manager was recently on site with the tenant, and he did not mention any issue with the doors not opening and closing properly.
  As a property management company, we have outlined a very simple and effective process for tenants to report issues. They can submit the work order through their online portal 24/7 or call the office and speak with the work order coordinator. This is a process the tenant has known about and used on several prior occasions but, for some reason, chose not to use for these specific,emergent issues that apparently are causing him a lot of distress.
  
  To resolve this BBB complaint, we created a work order for the tenant to assess the doors in his home. Also, he has mentioned an issue with being able to see through to the outside of his home from the inside while we arent sure where this is (thorough a door seal? Through a wall?) we included this in the work order.  Finally in this latest BBB message, the tenant is now also complaining about the floors. We arent sure what the issue is, but well also have the flooring assessed at the same time. Again, if the issue is related to the foundation leveling, that will happen in the spring and related subsequent repairs will happen after the leveling.
  
  Our vendor contacted the tenant on 10/26/22 to set up scheduling for this appointment and the other tenant in this same unit refused to set up a time for the assessment saying she was too busy to even schedule a day/time.  The vendor reached back out to us about this and now our property manager will set up a time with the vendor and be present to during the appointment since the tenant is too busy to schedule time to take care of these issues. It would be best if at least one of the tenants was present so that they could point out any specific issues but if the tenant refuses to schedule we will to the best that we can to review/assess the issues independent of the tenant. Our goal is to address the issues the tenant has raised in this BBB complaint, but the lack of cooperation is making this more difficult.
  
  When this multi-unit building came into management we worked with the owner and tenants to address any outstanding issues with property condition. In the months since it came into management, weve handled dozens of work orders generated by our own observations as well as issues coming from tenants. All of these work orders were handled as quickly and professionally as possible. This process will continue as long as the building is in management.
  
  In this case, Gold Medal identified some possible issues with the foundation, and have worked to bring in the appropriate professionals and the owner to develop a plan to address the issues. This was all done proactively by our staff without the tenant ever raising a concern about her units flooring, doors, or foundation. The structural engineer hired by the owner has reported the building is safe but needs to have the foundation leveled. We have a plan in place to level the building and deal with the subsequent issues following any leveling of a home.
  
  None of these issues, however, remove responsibility from the tenant to pay rent as outlined in the lease.

  
  

• Initial Complaint

  Date:10/13/2022

  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.

  Monday sept 26 we had a foundation inspection. The inspector name was ****** and they sent the guy out from gold medal named *****. ****** was talking to my boyfriend ****** in the bedroom he asked where our closet was we told him we didnt have one he said he dont know how it passes inspection bc were supposed to have a closet in there we told him when gold medal took over they never came to check anything and we asked to get a closet got denied.I was speaking with ***** he said he sees a lot of red flags, it a bad building, he doesnt see why they have us staying there cause the floors are unsafe if we were to fall through that wouldve been bad and our best bet was to start looking for another place and that I should call gold medal to see what they were gonna do cuz I told him that we been asked to get moved bc of the closet situation theres no closets whatsoever I call same day to speak wit *********************** he called the next day tues morning told them what they said he said they arent qualified to give us that info and that more inspectors were gonna come out before they make a decision on anything because I asked were they gonna move us to a diff location & when I said something about the closet he didnt say anything. We dont feel safe walking around if the floors are unstable I told ***** also as he seen we have a lot of dips in our floors and the flooring along the wall u can see the outside in between the wall and floor. The bathroom door use to open all the way now it stops in the middle of the floor as we told them both that Monday also. Its been past 2 wks since heard anything i just wanna move I dont understand why I been paying rent for a place I shouldnt even be in since its been a safety hazard we been dealing with a lot since we first moved in anyway things still need to be fixed i dont feel safe being there especially if Ive been told nothing on whats supposed to happen how were supposed to move forward. I also wrote down everything too.

  Business Response

  Date: 10/25/2022

  711 W.  Ave C came into our management 04/27/22.Previous to that it was managed by a different management company and owned by a different owner.
  
  On 08/24 the tenant called our office and mentioned for the first time that she had a prior agreement with the previous owner/management company about having a closet installed on one of the rooms. We suggested that she submit a work order and include any previous agreement but that we could not guarantee the new owner would approve it. She submitted the workorder and the new owner denied the request to add a closet.

  Earlier this year Gold Medal noted that there was sloping on some of the floors in the building (not just in this unit) and requested foundation assessments from 2 different vendors. This is part of our standard process whenever foundation issues are suspected. We also requested that the owner have a structural engineer review the building foundation as an unbiased third party.  The owner contracted directly with the structural engineer and provided us with a summary of their findings late last week. The findings are that the building does need to be leveled. The owner has indicated to us that they will undertake this work this coming spring.  According to the structural engineer hired by the owner, the building is structurally sound and not dangerous for the inhabitants who live there. There is a slope to some of the floors and this is causing issues with how some doors close, drywall damage etc. Once the foundation is leveled, then the owner plans to undertake the repairs to the walls/doors etc. Leveling a building is an expensive undertaking not just for the leveling, but also for all the repairs that need to be performed once the building is level.
  
  In the meantime, though, it is important for the tenant to continue to pay their rent as outlined in the terms of their lease. We understand the tenants disappointment that they didnt get a closet added, but the agreement to add a closet was not disclosed during the buildings sale and the new owner had no knowledge of this reported agreement. No member of the Gold Medal staff was ever involved in any discussion promising to add a closet.Gold Medal is not authorized to make changes to the building without approval from the owner and we understand the owners position of wanting to make the foundation leveling changes first, then work on repairs needed after the leveling takes place prior to taking on non-essential requests like adding closets.
  
  Integral to the owners plan to correct the foundation issues is the ability to collect rent from the tenants in accordance with the signed leases. The tenant in this case has not paid rent in accordance with their lease and has not kept up on the good faith payment plans Gold Medal offered (and the tenant accepted) in an effort to help the tenant catch up on their back rent.
  
  In summary there is a solid plan in place to address the foundation issues this spring, but there will be no added closet. The tenant must pay rent or will be evicted according to proper procedure. Currently eviction is pending on this tenant for non-payment of rent on 11/7/22. We can only surmise that the tenant is using the excuse of not having leveled floors as a way to avoid payment of rents owed. However, the floors have been the same way prior to the building coming into management with Gold Medal and prior to the tenant moving in when they first rented with the previous owner and property management company. There is nothing more that Gold Medal can do regarding leveling the building.

  
  If the tenant was unhappy with the unit, she had the choice of not renting it in the first place - but she did rent it as is and she agreed to pay rent. The tenant needs to fulfill their end of the lease agreement. No further rent adjustments or payment plans will be offered to the tenant since she has not fulfilled the payment plan agreements to which she had previously agreed.

  Customer Answer

  Date: 10/26/2022

  Complaint: 18208412
  
  I am rejecting this response because: I feel like the situation is not being handled correctly I feel like its unprofessional that its been at least a month now since we still even heard anything from them about whats going on with the situation and it feels yall do not care about our safety and concerns. The place was not like that when we moved in first of all our door use to open all the way and now it doesnt we didnt have the dip in the kitchen till recently we recognized it also with the flooring how u can see the outside from inside the guy said that couldve been happening over time so yea. Yes i didnt pay because of what was told to me by one of the gold medal ************************* knows what was said because I told him also because I called BBB and already told them I didnt pay rent and should I call to let them know about paying I was told not to worry about it and to let them handle it. We was told it was unsafe and that were lucky we didnt fall through because that wouldve been a big issues for them and that our best bet is jus to move to a new place. My disappointment is not about the closet its about my safety and concerns I could care less about a closet right now I feel like we should get our money back/ an adjustment and at this point we should find another place we didnt sign up for our flooring getting messed up over time thats not okay and nobody should go through that yall have several complaints similar to this issue and yall need to do better. And if yall checked before **** took over the building and knew the flooring was bad why have people still live there in that situation especially if it couldnt mess up over time ? Thats an safety hazard. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/27/2022

  The tenant has not called in any work orders regarding the issue with her doors. The first and only time weve ever heard of the issue with her doors due to the foundation issues is through this BBB complaint. We are unable to service work orders that have not even been reported to us. Our property manager was recently on site with the tenant, and she did not mention any issue with the doors not opening and closing properly.
  
  As a property management company, we have outlined a very simple and effective process for tenants to report issues. They can submit the work order through their online portal 24/7 or call the office and speak with the work order coordinator. This is a process the tenant has known about and used on several prior occasions but, for some reason, chose not to use for these specific, emergent issues that apparently are causing her a lot of distress.
  
  To resolve this BBB complaint, we created a work order for the tenant to assess the doors in her home. Also, she has mentioned an issue with being able to see through to the outside of her home from the inside while we arent sure where this is (through a door seal? Through a wall?) we included this in the work order.  Finally in this latest BBB message, the tenant is now also complaining about her floors. We arent sure what the issue is, but well also have the flooring assessed at the same time. Again, if the issue is related to the foundation leveling, that will happen in the spring and related subsequent repairs will happen after the leveling.
  
  Our vendor contacted the tenant on 10/26/22 to set up scheduling for this appointment and the tenant refused to set up a time for the assessment saying she was too busy to even schedule a day/time.  The vendor reached back out to us about this and now our property manager will set up a time with the vendor and be present to during the appointment since the tenant is too busyto schedule time to take care of these issues. It would be best if the tenant were present so that she could point out any specific issues but if the tenant refuses to schedule we will to the best that we can to review/assess the issues independent of the tenant. Our goal is to address the issues the tenant has raised in this BBB complaint, but her lack of cooperation is making this more difficult.
  
  When this multi-unit building came into management we worked with the owner and tenants to address any outstanding issues with property condition. In the months since it came into management, weve handled dozens of work orders generated by our own observations as well as issues coming from tenants. All of these work orders were handled as quickly and professionally as possible. This process will continue as long as the building is in management.
  
  In this case, Gold Medal identified some possible issues with the foundation, and have worked to bring in the appropriate professionals and the owner to develop a plan to address the issues. This was all done proactively by our staff without the tenant ever raising a concern about her units flooring, doors, or foundation. The structural engineer hired by the owner has reported the building is safe but needs to have the foundation leveled. We have a plan in place to level the building and deal with the subsequent issues following any leveling of a home.
  
  None of these issues, however, remove responsibility from the tenant to pay her rent as outlined in her lease.
  

  Customer Answer

  Date: 10/27/2022

  Complaint: 18208412
  
  I am rejecting this response because: first of all, why are you lying? How yall didnt know when we told both ************************ and the *word redacted* property manager, *****. When they came out to do the inspection on the 26, that was the second thing brought up to ****** after he asked where our closet was and said that he doesnt see how it passed inspection because were supposed to have a closet in there my bf even showed him the door and how it was. I told ***** when we were outside talking and he was telling me about how he sees a lot of red flags with the building. He heard bad things about the building and he said i dont know why they have yall staying in there with the floors unsafe and were lucky we didnt fall through because I would be a big issue for yall to have to handle. I told ***** a** the next day that morning he called and what they said to us and said some thing about the door and the dips that were in the floor. And he was like he doesnt know whats going on with the building yet because they haven't reported back to them and then said theyre not even qualified to be telling yall that type of information. So yea thats not our fault He didnt tell yall all the information and concerns that was said to them that was their job to do and really ***** already knew cause I told him so Im confused on how yall dont know ? Maybe yall need to ask them what was really said and done tf. ***** knew about the door and the floors I even showed him when he came back to do a safety check and show him the dip that I was concerned about and he knows what I was talking about of seeing the outside from the inside of the house and he said *** that couldve been happening over time with the floor dropping he seen what I was talking about lol talking about we arent sure where the issue is **** wouldve if he said something. he supposed to repost back to yall why he aint saying all of whats going on not my fault that him. Also saying the property manger came out recently with me and I didnt say nothing um  youre lying again because we wasnt home nor did we even have knowledge of anybody  coming out to our house ,yall usually text or email like yall have before to let us know someone is coming out but didnt even let us know so how was I able to say something AGAIN about the issue?? I found out through ***** that ***** came after the fact to the house. 
  
  Second of all *word redacted* the lady called me at 11:52 I work from home answering calls which I said on the *word redacted* phone and told her I cant talk right now Im working she said okay thats fine u can call back when u have time thank u I said okay I will. I didnt have time to call back today my hands was full so I didnt get to call back yes but *word redacted* dont try to be funny saying I refused and was too busy to even schedule like I work just like everyone else Im over answering calls how tf I got time to talk to someone in the middle of a call I dont and that *word redacted* wasnt even an issue she told me to call back so u aint gotta keep saying shes too busy cause tf I was busy yall calling me during work and I cant talk. Then gonna try to say my lack of cooperation *word redacted*  u means yall lack of cooperation yall lack of communication yall got going on yall lack of taking in peoples concerns and safety issues ???? Like lets be real here ok. Yall have yet have the decent courtesy to even contact us ***** self to still even tell us about whats going on with the place etc our first time hearing anything is through your response to my complaint like yea that shows yall dont care about what we gotta say or our concerns bout our safety. Yall are just so unprofessional and this *word redacted* not okay best believe I will find another place like ***** told us to do a MONTH ago. 

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