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:07/26/2024

  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.

  Refusing to fix air conditioning during a 100 degree heat wave.

  Business Response

  Date: 07/26/2024

  Dear BBB, 

  We have searched through our records and do not have anyone by the name of *******************; this sounds like a fraudulent complaint.  Furthermore, the phone number provided is not an actual phone number and the email listed is not in our system either, for any tenant past or present. 

   There is no pertinent information like a rental address for us to respond to this claim in detail.  I believe it to be non-authentic, please close and dismiss this claim. 

  Thank you, 

  Pineapple Property Group, LLC

• Initial Complaint

  Date:09/20/2023

  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.

  We moved into a unit on Spring lane in Holladay Ut in January 2022. They said they would fix stuff that we brought up when we walked through the unit before we moved in. That never happened. The carpet by the front door was torn up and cut my daughter’s feet and we asked to get that fixed and we got ignored. The outdoors would flood and they did nothing. They then told us they were not going to renew our lease because they were selling the unit and needed to remodel it. We were forced to moved during Christmas. We had no warning. We were treated like criminals. They broke into the unit to show it to people. They then said they would call the police on us if we didn’t do what they said. They own the property and they can do whatever they want. When we did move out I have it on video that we would get the entire deposit back and now they said we have to pay over $9000 to replace the carpet and paint the unit because our cats supposedly soiled the carpet. Not true. They just want someone else to pay for their remodel.

  Business Response

  Date: 09/20/2023

  Dear BBB,

   We would like to dispute these claims and accusations as categorically false.  We are attentive to repairs and the Landlords have not experienced flooding of any kind in the exterior, since this tenant vacated.  That said, these maintenance requests have nothing to do with the tenant being asked to vacate.

  - The tenant said that they were not given a warning that the lease would not be renewed. That is incorrect; the lease had an end date of 1/3/2023.  The tenant was given an email notification on 11/8/2022 that their lease would not be renewed, nearly a 60 day notice.  Please see the attached email notification. 

  -We did not break-in to the unit at any time.  The landlords had requested a walk through of the unit on the afternoon of Fri 12/23/22 and we gave notice to the tenant of the upcoming visit on 12/21/22.  Please see the attached text message sent to the tenant. 

  -We never have claimed at any time to call the police, in fact, it is the tenant making accusations and threats against us when we are following renter guidelines for access and lease enforcement. 

  -Pineapple Property Group LLC does not own this property and we no longer manage this property.  The tenant is well aware of this as they have contacted an attorney who has contacted the Landlords directly about this matter. We have been abundantly clear on the distinction of ownership and our involvement. 

  -We never at any time have told the tenant that they would have their security deposit returned. I am attaching an email to the tenant on 1/31/23, it explains that the tenant's deposit would not be returned and that the Landlord was even willing to return $300 as a good faith gesture; though they had incurred a lot of expense with needing to paint the walls and replace the carpet.  Please see attached. 

  We hope that in light of the evidence of communication that we have submitted, that this claim be dropped. 

  Thank you, 

  Jordan S*******

  Pineapple Property Group, LLC

• Initial Complaint

  Date:08/08/2023

  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.

  We moved into an apartment at *********************************************************************** on 6/20/23. Prior to signing a lease, we were told by Pineapple Property Group that 2 other units in the building were under construction, but would be finished by the time we moved in. These are directly above and to the side of us.This construction is still not finished. We learned after moving in, that every unit in the building is also under construction, some being demolished/in early stages of renovation and that contractors for interior and exterior work are on-site almost daily. Noise levels inside our unit are unlivable. It by no means provides us quiet and peaceful enjoyment in our apartment.We expressed concern 6/26 via their online tenant portal/text and were told two units would be finished by "end of July" and construction would be ongoing until close to the end of this year. We asked via text/email/phone calls for someone to contact us and have an actual conversation. These are all documented. We have many videos of the noise. We work from home and it's impacting our jobs and mental health, and our dog paces around nervously each day from the noise. Every unit is still under construction.8/1/23 we wrote a negative ****** review. 45 minutes later, Pineapple Property finally called us.We were told we were being unreasonable/lying and told that the landlord would offer a one-time credit of $300. We stated that a credit should be retroactive, based on their initial dishonesty about construction and the date of our first request on 6/26. We feel a credit should be based on how many days per month construction is impacting our living space, but have suggested that $650/month retroactive was a reasonable accommodation/compromise. We've been waiting days for a resolution in writing and are done casually reminding them. There are other issues they have lied about (all documented). We would like a resolution.We've paid $6,530 total, on-time, and our account is up to date.

  Business Response

  Date: 08/15/2023

  Sense move in we have coordinated and have worked with the owner with the ongoing issues and the construction. Per the owner they have experienced some delays and setbacks. We have with every phone call checked with the owner and checked on items needing to be addressed. The work being performed is always during the day and is never late at night. 

  In regard to the not receiving a call or calls back that is incorrect. I personally spoke with you and stated we were working with the owner and trying to come up with a solution. You even apologized and said "yes sorry you did call me". After speaking with the owner with your refund of some rent or move out options (no penalty) it was decided that you will go ahead and move from the property. The owner even called you and spoke with you and apologized for the issues you have been receiving.  

• 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.

  PP LLC is a terrible company to work with if you unfortunately their tenant. 1. They cannot keep employees to save their life and there is a revolving door of constant turnaround. The majority of employees they have do not return phone calls or emails in a timely fashion. They also cannot seem to take down accurate information when you do get ahold of them.2. They tack on additional fees to constantly try and farm up more money from tenants. They started charging a $50 CAM fee per month and yet the yard is not watered nor mowed, the foyers haven't been cleaned since they took over in January and dead snail shells and spiders are everywhere. 3. The only time they care is when it is time to return your deposit. However, they try everything they can to avoid doing a final walkthrough. Then when they do they mark down normal wear and tear as chargeable offenses. 4. They are late in returning any kind of deposit. Just because you date the check on the 30th of the month doesn't mean it is in the client's hands before the legal deadline.5. Our $1000 refundable portion of the deposit got eaten up by charging us for normal wear and tear items that are not allowed. It also included incorrect charges and "late fees" on repairs they should have done. (NWT = normal wear and tear)Unclog sink - known plumbing problems in this building, we have photos. $60 landlord responsibility Wall patching for tiny holes from picture frames $150 NWT paint repairs - I lived here for 3 years, routine maintenance at this point, $175 NWT Cleaning - I cleaned before we left, I have videos and photos. $250 We got $60 after all of this out of $1000. Calls and emails of course are not returned. The business seems to be run by greedy scam artists who try and make their tenants pay for what they are responsible for. The plumbing in this building all needs to be replaced, with apartments flooding regularly, and they refuse to finish the job to make it safe.

  Business Response

  Date: 10/24/2022

  Dear BBB,

   

   I wish that I could be more specific about the claims being made here, but there is no name attached to the complaint.  I am unable to research specific cleaning and repairs that were done without more info.  To the point of the originator, they have lived there for 3 years.  Over that time we usually see things like holes in the unit, cleaning needed, and other small repairs.  We do a move-out inspection on every unit and provide the copy to the tenant.  We are clear about all charges that are withheld and provide the payment through a secure check processing method. 

   Thank you, Pineapple Property Group, LLC

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18234899
  
  I am rejecting this response because:

   

  My name and the address are attached to this complaint. I am not surprised that they do not bother taking any time in figuring out the issue considering that that is why we had so many problems with them as tenants. I have called them multiple times directly in the past 2 months, constantly assured that someone will get back to me and yet no one has. My phone number is ************ which is on file with them. 

   

  I tried enclosing the video I took of the apartment to show how clean it was but that file type cannot be uploaded here at this time. I can grab stills from it as needed as proof that the apartment was left in good condition. 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/08/2022

  Dear BBB, 

   

   This tenant was given the move-out inspection that was performed and the charges are itemized clearly.  Our Leasing and Maintenance depts need to keep a high standard for our Landlords who own the property.  We are under their direction to take care of damages and cleaning upon move-out.  In this case, the cleaning was not to the standard that the Landlord expects.  We had to clean and carpet clean the unit.  Additionally, there were small wall patches and paint touch *** needed.  These repairs were all very practical to make the unit rentable again.  We do not agree that there was no justification for these charges.  

  Thank you, 

  Pineapple Property Group

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18234899
  
  I am rejecting this response because:
  

  The apartment WAS cleaned. We were also charged for late fees for things we paid on time for and they did not reimburse us for that.

   

  I have video proof that the apartment was cleaned. This business has a history of stealing deposits from tenants. They took money for normal wear and tear items. There was nothing that was beyond normal wear and tear so I do not agree with what they have to say. 

   

  They also are terrible to get ahold of and did not repair water damage and plumbing issues that we encountered in this apartment. So their defense saying they have 'high standards" does not hold up. The ************* says that they cannot charge for paint if the tenant has been there more than 3 years, which I was there for over 3 years. They are not allowed to charge for plumbing issues and yet they did. 

   

  The bottom line is that they have been unable to rent this unit for months and are trying to ****** extra money from us. 

   

  They owe us more money from this. Their behavior is unacceptable.

   

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/23/2022

  Dear BBB, 

   We have reviewed the ledger, inspection report, and services completed on the unit after these tenants vacated.  It is unfortunate, but we have a difference of opinion on cleanliness standards that our client (the Landlord) requires.  We have communicated all of this to the tenant and provided the necessary documentation.  We cannot agree with their claims that any of this was unnecessary or exorbitant.  The charges are all very reasonable for that size unit and what was performed. 

  Thank you, 

  Pineapple Property Group

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18234899
  
  I am rejecting this response because:

   

  There was nothing communicated prior to the walk through. The walk through itself was difficult to schedule. We were told multiple times to just leave the key in the apartment and they would conduct the tour without our assistance or presence in person.

  During the walk through, the people constantly pointed out normal wear and tear items such as a tiny scratch on the inside of the bathroom cabinet. 

   

  They also charged us late fees for no reason and have not refunded us these incorrectly applied fees. A cursory glance at their ****** reviews and other BBB complaints show that this is a recurring pattern wherein they will just randomly add on fees and charges without cause. 

  We are still owed money for the incorrect late fees in the amount of $30, plus the plumbing charges they did. That is a landlord concern regarding the plumbing and not the tenants. We were charged $60 for this. 

   

  I would also like actual proof of each charge. They claim that they gave us this proof but we still have not seen that and we are 60 days out from the end of their time to do so. 

   

   

  
  
  Sincerely,
  
  *********************************