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:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We found a house to lease in ******, *****. We were told in order to get a lease and hold the house we needed to deposit $2800 plus fees. St the time there were no interior pictures of the house and we could not see the inside of the house. We were told through email and text we would have pictures soon but we needed to put the deposit down because other families were also contacting about the house. We paid the deposit then approximately two weeks later were told there were no current pictures of the interior of the house and we could not view the inside of the house until the week before move in- 3 months later. We were also not given a lease until a few weeks before move in. During the three months waiting to move in, we did research and found out there had/has been mold inside the house, flooring was being replaced, and once we received the actual contract several undisclosed fees and terms were attached. We did not want to move into a house with any type of mold in it and we did not agree to the terms of the lease. We were never able to see the inside of the house, and even when we planned to drive the 8 hours to go see the house the week prior to move in, it was suddenly unavailable and the move in date was pushed. We never signed a lease. We paid a deposit that gave us 72 hours to get out of it, but within the 72 hours, current pictures, the actual lease and/or a viewing of the house was not given to us or made available. We are very disappointed with this real estate company and their lack of professionalism and honesty. We requested our deposit back and of course were told it was past the 72 hours so they were keeping our $3,100. They do not keep their word, I feel lied to, and very cheated. $3,100is a big sum of money for them to shrug off and with hold after not keeping their word to us. I would not recommend this company to anyone in *************.

  Business Response

  Date: 10/18/2024

  We did market this property on April 1st of this year showing that it was not available or move-in ready until July. On April 9th ******** ****** did apply for the property and their application was approved on April 11th. On that same day communication was had and documented that we did not have current pictures of the interior of the home due to the homeowner still dwelling in the property, which is why the availability to the home to any renter was not until July.  ******** ****** was also informed that once the security deposit was paid that it is non-refundable after 72 hours and  ******** Thomas  did acknowledge that.  Because of not having current pictures of the interior of the property our Leasing staff sent over pictures of the property while it was being built from the ************************ (MLS)as an additional reference.  The reply back from **** ****** was,"Great!! These pictures will work."  On April 16th the applicants paid the security deposit.  ******** Thomas  stated that they would like to physically view the property by July 11th. 
  
  On July 8th our staff contacted the applicants less than one hour of receiving the keys from the homeowner and identified a possible move in date of on or after July 12th and also offered for them to view the property immediately and tried to coordinate getting them possession of a key to the property so they could take a look at it. On July 11th the applicants acknowledged the date change and asked to view the property on Saturday, July 13th, in which we did reply yes and let them know that we will have a key ready for them to pick up on July 13th. On Monday July 15th, our staff reached out to the applicants asking if they had come in on Saturday, which they did not and replied that they would not like to proceed with the move in and had reservations about the lease that was sent to them in June about not being allowed to have a trampoline and a pool initially without the homeowner's consent and the fee violations associated with that, which is standard practice for all ******************* companies.
  
  There are standard fees that you would have to pay with any ******************* company, applications for anyone dwelling in the home over the age of 18 and pet fees if you do have pets.  This is all openly stated in all of our leases. When a potential tenant, once approved, puts down a security deposit it doesnt allow anyone else to view that property as it comes off of marketing which also gives a safety blanket to our client knowing that they are financially covered for some of the period of vacancy for instances such as this where a potential tenant backs out before a move in. The application fee,pet fees, preventative maintenance fee, and security deposit (being non-refundable after the 72 hour period) is also mentioned in the application itself. We communicated every step of the way with this potential applicant letting both the husband and the wife know what the timeline and expectations were. There has never been any inspection or report made in or about that property of mold. Accusing such accusations is libel to our company and our client.

  Customer Answer

  Date: 10/21/2024

  Complaint: 22438268
  
  I am rejecting this response because:
  
  We never signed a lease and were never given current pictures of the house as promised originally from Ms. *** and Zone 4 Leasing.
  
  I honestly cant believe a company, would withhold over $3,000 from a family.  Im willing to negotiate, and we didnt expect any fees to be returned.  I understand, the owners of the house not allowing you to get current photographs or allow a potential tenant to view the house is out of your control- but that should have been information not withheld and I would think the property manager would be aware of that.  We were told current pictures would be coming and the pictures sent of the house being built were just until the property management could get photos- which would be soon.  
  

  My words are not liable they are my experience with this companys employees. The mold accusation was from a post that the owners of the house posted publicly on ********.  They also posted publicly on ******** about having to replace flooring. I never stated anything about inspections or anything else on that matter.
  

  We never expected our entire deposit back- we did expect a decent company that was owned, managed and operated by human beings with morals and human decency. What family gives away $3,000 to a random company without getting anything in return- it wasnt a donation to a good cause. We had every intention of moving into this house until we started realizing that the property management company said what they needed to say to get a deposit-promising things they couldnt.  Then adding on fees- and when I say fees- Im referring to a mandatory monthly filter fee. Being so picky as to charge for a light bulb that goes out. 
  We were not entering into a lease with a company that is that picky- charging to have a trampoline!? No, that is NOT common property management practice, saying that might actually be liable. 
  Again, we didnt expect the entire amount back, we did expect decent, kind humans who might want future business and a good reputation. 

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

• Initial Complaint

  Date:02/12/2024

  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.

  As of February 9th 2024, Linnemann has declined twice to allow me to make payments on my balance. They have declined to provide entrance and keys to my property and will not respond back to my messages. Initially they failed to give me an option to have them as a management company for my property or manage property by myself. Secondly, they failed to recognize that my last tenant had not pay the monthly rent for over 3 weeks which prolonged the eviction process. Third, they did not properly secured my property post eviction as they did not rekey all entrances and even had a door without a doorknob that allows people entrance from the backyard to the inside which was a factor that resulted in the washer and dryer been taken. Fourth, they have continuously made mistakes to charges for the move out process. Fifth, they have failed to notify former tenant of his balance with the property stating they do not have a forwarding address which they do. Last, they have refused to maintain communication to the ensure all transactions are correct and accurate. They have stated they will only talk to my legal representative. They have not provided follow **** They were also charging me for estimate invoices. They continued water and electrical services on my property past the email I sent requesting them to terminate all services. Lastly, they were not able to provide information on the collection account from a previous tenant or a follow up. I had to call the cops as they were refusing to provide me with keys to my property.

  Business Response

  Date: 02/14/2024

  At Linnemann Realty we're always striving to exceed the expectations of our clients, so when a client is upset we will always do what we can to make things right.
  
  In this instance, Mrs. ******** has made it rather impossible for our team to come to a congenial conclusion.  In our dealings she has spoken disrespectfully to numerous members of our staff, she's accused one senior employee of stealing her washer and dryer, she refused to leave our office and kept staff here until well after 7 pm until the police showed up and forced her to leave, and she's threatened us with civil litigation in writing.  On top of that, she owes us over $2,000 for work done to her house that she approved, and she's refusing to pay that balance.
  
  What she fails to understand is that, once you make it known that you plan to sue in civil court, this becomes a civil matter and must be dealt with in writing through legal representation.  We made that clear to her and will no longer entertain her at our office nor with any level of communication until we hear from her legal representative.
  
  On our end, this matter has already been submitted to the Bell County Small Claims Court for collection.  Unfortunately, there will be no positive resolution to this through the BBB.

  Customer Answer

  Date: 02/18/2024

  Complaint: 21282958
  
  I am rejecting this response because:
  

  Asking to exceed expectations, from my experience with this company is too much to ask from them. However, I do think they should have a set of standards to hold themselves to. Been ***** and questioning charges and forms of conducting business is not disrespectful. What is disrespectful is to have staff rolling their eyes at me, changing their stories, lying, and withholding information I have been asking for months. I find it disrespectful to keep me in the lobby to have serious conversations when there are conference rooms available, to show lack of sympathy or remorse after staff had agreed to provide keys to the property knowing full well that my husband had to make a 2 hour drive and a 2 hour back and changing their position to withhold keys from us.We were lied to when we were told the house was rekeyed and secure and truth surfacing that they only rekeyed one door and left one exterior door without a doorknob.They also lied to us when reporting they had filed a police report about the robbery and the ************** Depatment stated they did not. They now decided to send my spouse to collections instead of myself or including myself and providing the address of contact as the vacant property when they have our present address that again is two hours away. Let me be clear, I declined to leave only after I called the cops because *** stated they were on their way and the cops did not ask me to leave once they arrived. They communicated to me that the company was not required to give me the keys but that I was in my right to rekey the property to gain access. After the police officer stated that, I left thereafter. They have changed the invoice charges after I have pointed out work orders where not completed and had a miscellaneous charge that was not removed until I questioned it. The point of contact I was given through my former rental management company has ignored my emails and I learned after navigating the company's website, that he was present and walking the halls and failed to engage or introduced himself even when I was asking about him. I have agreed to pay the owner's invoice of the work done that I approved and as I had stated in my initial complaint, have been denied twice. More than half of the balance is the tenant fees that I have requested be sent to his physical address with no respose from the company. Part of the fees I was last notified of were estimations. Most importantly, they have breached the contract I had with the company I signed with that allowed for mediation. Lastly, I have not been given the opportunity to gain clarification of some of the charges as whoever completed the invoice and adjusted it was not there from what I was told on my last visit. I hope I have conveyed enought the lack of professionalism and inadequacy this company has subjected me to. I hope the company can reflect and make themselves accountable for the mistakes they have made.I am also requesting the contract of purchase that Cloud Realstate comprised with Linnemann to better understand the premises of my account as well as providing information of who is responsible for the last collection account that was supposed to be tied in the purchase of rental accounts to ********************** so I know who to follow up with. I do not understand why I now have to pay an attorney to communicate in my behalf when I never signed any such terms. 
  

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

  Business Response

  Date: 06/10/2024

    We are actively pursuing Mrs. ******** in civil court to obtain the monies that she owes for repairs and fees. There is an active investigation with the **************************** and we are currently await the results. 

  Customer Answer

  Date: 06/11/2024

  Complaint: 21282958
  
  I am rejecting this response because:

  I am the person that filed a complaint through **** against the ********* broker that owns Linnemann for his and his company's improper conduct concerning my property management. Secondly, LInnemann has not comply in serving me papers for their lawsuit to  my present address having full knowledge of my present address. Instead, they sent the documents to my property that they knew was vacant. Thankfully, we traveled to see the property and found a notice on the door. I called the officer and stated the situation and he said Linnemann had to serve me the documents at my physical address. It's been months and Linnemann has remained consistent in poor communication, no papers served,  and zero accountability.  
  
  Regards,
  
  ********* ******** ******

• Initial Complaint

  Date:02/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has to be the realty agencies I have used as a tenant in the past 25 years. I moved out in Oct 2023 today is 9 Feb ****and it took over a month to get my deposit back because the had the wrong address, an address that I never gave them. I went in to talk to them and they said it could take another month for me to get it because they had to cancel the check they sent out and reissue a new one. (***** law is deposit back in my hand within 30 days.) They did not see the issue with this, I bet they would see the issue if i owed them rent and told them it was not big deal and they would get the past due rent in a month or so because I used an address for them that I made up, I am sure I would be charged a late fee. I used their preferred carpet and house cleaners that they listed. I was charged again because I sent the receipts 3-4 days late. Ill admit that I was late with the receipts but the services weren't done until two weeks later. They couldn't call and cancel and reschedule with the correct companies. That's just an example of how much they care for the tenants. I got no receipt from them about them receiving the keys I dropped off. When I emailed them about the cleaning services I was charged for they said nothing they could do because the services were already completed....two week later. They did tell me they did owe me $35 more after reviewing my initial move in inspection. Its been over a month when I asked them where they were sending that check since i never gave them a forwarding address. That was over 5 weeks ago and no check or email asking for my current address or telling me a check is ready to be picked up

  Business Response

  Date: 02/16/2024

  ****************** turned in keys to 212. Gemini on October 20, 2023. ****************** failed to supply receipts to the office with his keys. Cleaning and carpet cleaning receipts were sent via text to our system which is not used by any one specialist, and was not an option for turning in receipts. 
  
  ****************** also never provided the office with a forwarding address which is required to close a file within 30 days of key surrender, when his disposition and refund were mailed there was a delay due to the post office having to forward his mail to whatever address he relocated to. 
  
  ****************** turned in keys October 20, 2023 and his account was closed November 17, 2023 which is well within 30 days to close a file and was done so without a forwarding address, and sent it in the mail to his last known address, which was 212 Gemini. ****************** disputed charges against the account while acknowledging that he did receive his refund check and disposition letter on December 4, 2023, and was not cashed until February 1, 2024.
  
  At this time we are unable to send out his additional refund of $372.38, which includes the carpet cleaning and cleaning refund directly to ****************** because we still do not have a forwarding address on file. We would like to send ****************** his money directly and we kindly request his forwarding address so that we may do so.

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/15/2023

  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 currently serving in the ************* Army and was on Pcs orders, I left my house I own in the hands of the property management team Linnemann Realty. I put my house on the market in March to rent. No one reached out to me for anything. I called a couple of times asking what needs to be done or fixed before I moved out and was told to have carpet, move out clean and pest control . On June 1 as any move out I did all my repairs, move out clean, move out carpet,******, lawn, and pest control and had all utilities turned off. A week later I called to ask what was going on with my house, mind you I still havent received any information from the property management. ******* was in charge of my property and thats who picked up the phone she proceeded to tell me my carpets were dirty and wasnt done, so I sent her over all my receipts. She than told me the house didnt look clean as if no one came to my house. I reached out to my cleaning and carpet cleaner s and my carpet cleaner was offended and said her information was vague. A week later I received a invoice of all things that needed to be done to my house and once again ******* said everything was dirty, I told her that I was offended and she stated she is the nicest person. I spent $6000 on repairs on my home and my invoice stated it was another $6000. So I requested another property management takes over my home. ******** then transferred me to the accounting . Emailing in order to turn over the keys I must pay the remaining balance. Which were things I already had done to the house. Such as carpet, clean, lawn and utilities. $221.00.******* has been very condescending and vague with my property and feels as if she just trys to get rid of me when Im asking questions about MY property. Ive ask to speak to the director/manager and am told they are busy. And have yet to receive any call back to try to resolve this at a lower level. This is extra stress during a pcs move I didnt need.

  Business Response

  Date: 06/21/2023

  We appreciate you trying to rent your property with us but our job is
  to make sure that we inform all of our clients of procedures that need to be
  done to their homes to justify the price that we are trying to rent it
  at. We asked for your carpet cleaners to be recalled because they did
  their services before you were fully moved out. The cleanliness of the
  property needed to be done so to make it move in ready so that when a
  tenant moves out, they know in what state to leave it in since they
  receive it clean and in a good condition.  A large portion of both
  repair estimates that we received and provided to you was a full paint
  for the interior of the home. Anyone will tell you that prices for paint
  aren't what they used to be 5 years ago, and we offered to help you
  financially with all of these things by letting it come out of your
  future rent with a 0% interest rate, so we could get everything done and
  rented for you as fast as possible. The remaining balance of what you
  owed was lawn care and utilities since we did have services done and put
  the power and electric bills in our name.

• Initial Complaint

  Date:05/11/2023

  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 placed a work order with this property management company via their tenant portal where all work orders are required to be submitted. The order was placed 5/2. A vendor/technician was contacted on 5/5 and came out to the property to inspect the A/C unit. The unit was frozen so they were unable to work on it. This was a Friday so I was forced to go the entire weekend without A/C. On Monday, I had to call the management company and spoke with a woman named *******. She had not been informed of anything from the ************************ Electric. I had to report that the tech was unable to do anything and that the issue had yet to be resolved. Another technician was sent out on 5/9. They made some repairs to the outside unit and left. Within the hour, the issue remained and I was forced to contact ******* again, which had yet again not been informed of literally anything. The technician came out a 2nd time that day and stated there is a leak, and will need to report back. Their opinion was to either replace the entire A/C unit or try to repair the leak. Per the contract with this property management company, they allow vendors to make repairs if the cost of repai is $500 or less. On 5/10, I was not contacted by either company, so I called *******, who is again, the only point of contact available to handle this issue from Linneman. For the 3rd time, she had zero updates or information regarding what the technician had reported. She then told me she would call to find out and would call me back. She did not call back. This company has not done a single proactive thing to get this resolved. The only communication that is happening is me calling daily to stay on them about the fact that I do not have working A/C. I live with my two children and we are approaching the time frame they are required to make repairs in. I will be looking into taking legal action.

  Business Response

  Date: 05/12/2023

  Owner has approved a new HVAC system to be installed on Wednesday May 17th.  Tenant has been made aware.

• Initial Complaint

  Date:07/22/2022

  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 received a letter from Linneman Realtor on March **, 2022, that the rent would be increased by $200.00 effective June 1, 2022. I submitted a Notice to Vacate form on April 26, 2022 due to this increase and provided them with a forwarding address. On May 24, 2022, I called to schedule a walk through, but I was told that THEY would conduct the walk through once the keys were turned in. On May 25, 2022, I turned in my keys to the rental property in person. I received an email on July 14, 2022, stating that I owe a balance of $781.66. In this email it stated that We received the attached returned email. The letter had the address of ************************************************************************************ which was incorrect. I am currently in past due status as of July 7, 2022. However, the letter is dated July 7, 2022 and on the returned envelope, it is showing a location of ******, ***** on the same date as well. How is that possible? I never had any form of communication from May 25, 2022 until I received an email on July 14, 2022. I have requested a detailed itemized list of what I am being charged for on July 14th and July **th. I have not received a response. I am not disputing the Pest Control charges or the carpet cleaning charges as it is a requirement in my rental agreement. However, I am disputing the charges for RNs Home Cleanings, S&P Home Repairs, Reinspection Fees & two of their processing fees. Lastly, I have questions regarding the move in/out procedures specifically item # **. It states one thing on the move in and something different on the move out. I would like to resolve this issue before August 15, ***************************************************************** collections.

  Business Response

  Date: 08/03/2022

  The tenant came in to the office to speak about her file.  She became very belligerent and spit in our employees faces without allowing us to try and help her or explain anything to her.  She then filed the above complaint without first allowing us the opportunity to address her issues.  She has not filed a formal complaint with our office.  Since her information was mailed to the incorrect address which has now been rectified and docs sent to the correct address, we will give her 30 days from July 28th to file the formal complaint/dispute with our office.  Our Lead CSR did go over the file and removed the carpet repair charge since she had the wear noted on her move-in condition form.  The invoice for repairs was sent to her and also letting her know to dispute the repairs individually and we would look over them as well.

  
  

   

  Customer Answer

  Date: 08/04/2022

  Complaint: 17601790
  
  I am rejecting this response because: 

  First and foremost, I would NEVER spit in ANYONES face. If I spit in an employees face, why I wasnt arrested? Now they are just blatantly lying on me because they know that they over charged me for things that they didnt fix or repair.

  Again, the only time I physically went to the rental company was to turn in my keys on May 25, 2022. My file was never discussed.
  

  There was no communication after May 25, 2022, until I received an email from Linemann on July 14, 2022, stating that I was past due.  As stated in the email from *****************************,he said that he would begin the dispute for **** Primrose ** He then offered to send the disposition letter to the correct address if I would like. I stated,Yes please. The address isnt 214 A *******. In the same email, I asked for a detailed list of what was wrong with the duplex. ******** stated that the email will have attached invoices with itemizations for your records. (See Attached Documents) I never got an email & didnt receive what I requested until July 30, 2022. 2 weeks later.
  

  For my final and formal resolution, I would like the $781.66 to be removed completely. I feel the $900 deposit that was taken is sufficient.All documents that were finally mailed to me were very conflicting as far as dates.   
  
  Regards,
  
  *************************

  Business Response

  Date: 08/04/2022

  ************** in fact did not cause a scene or spit in any employee's face. That was in fact a separate incident that happened the same day with a different person and we apologize for that confusion. 

  The response of review and dispute, however, does fall within the standard 30 days and was reviewed by our Lead Auditor with the appropriate monies refunded to the tenant.
  

  Customer Answer

  Date: 08/05/2022

  Complaint: 17601790
  
  I am rejecting this response because: 
  

  I have not received an updated statement regarding monies refunded. Also, I would like for the lead auditor to look closely at the dates on the itemized invoices that were sent to me as the dates are conflicting.
  

  The **** County Carpet cleaning invoice #*** is showing issued on May 13, 2021. I was not living at the address until June 1, 2021. How is this possible?
  

  The Tenant Charge Invoice #**** was dated July 5, 2022.However, on my tenant portal it is showing an inspection date of July 6, 2022.On this inspection it has a list of NOT COMPLETED repairs. How can I be charged for repairs that werent completed?
  

  I feel like my $900 is sufficient enough to cover any charges. I would like this resolved as soon as possible.
  Regards,
  
  *************************