ComplaintsforConcept Property Management, Inc.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CPM operates the building I live in. The elevator broke down and not been repaired for 3 months. I am disabled and live on the 4th floor - I can walk most days but cannot leave my apartment when I am having a flare. There has been no attempt to communicate about or resolve the issue. Another resident put up an "out of order" sign. My closet began leaking water in January 2024 and has not been resolved as of August 2024. They refuse to send a new roofing company to give a second opinion despite the first company failing to fix the issue at least 7 times. They have not responded to the issue since April despite an active leak. The issue existed before I moved in but I was not notified. My shower handle fell off on July 14. On July 18, an employee came to look at the issue and turned off the building water, citing an emergency in the notice despite knowing 24h in advance the water would need to be shut off. He dismantled my shower, left for 4 hours and returned to say he couldn't find the part and would need to order it. I was told it would arrive at the beginning of the next week and be installed by the end of that week. He left my faucet fully running and it has been so loud I have not been able to sleep at my apartment. It has been 21 days since the part was "ordered" and it has not been replaced. My texts requesting updates go ignored and if I call I am told they will check with the property manager and don't hear back. When I call again they tell me it will be in next week. They refuse to provide documentation of the order date or shipping info. We have a 2nd shower in the apartment, but we are paying to have 2 shower-baths because my disability requires I take frequent espom salt baths and I have not been able to sleep at my apartment because of the running water or take these baths for 3 full weeks. Concept refuses to give me any sort of rent reimbursement despite being displaced for 3 full weeks at this time and not having a safe closet for 7 months.

  

  Business response

  08/21/2024

   We have been in frequent communication with this tenant. She is never provided any notice that the elevator was not working in any work orders that we have documented. Tenants have propped open the doors in the past and we have fixed it as often as reported. She had a plumbing issue that we worked as hard as we could to repair however we had a part that had to come from ***** and was a special order part for the old plumbing there in her unit. It was back ordered several times. We provided the receipt to the tenant as evidence that it was ordered and that we were waiting. She did have two bathrooms and so this occurred in only one of the bathrooms. As soon as the part arrived we quickly went over and did the repair. The tenant had asked for a credit for a hotel saying that the dripping was keeping her awake. There were a lot of solutions that could have been employed such as just wrapping up with a towel or something else to stop the dripping. When it came to her roof we actually did have two certified roofers who repaired and reviewed all known issues. We do not know of any ongoing leak and are checking in with the tenant on any outstanding repairs. We do not know of any disability nor have we received a reasonable accommodations request or any sort of doctors request relating to this tenants health needs. Again, there was another tub for her health care needs.  We have offered a tenant credit. Because it's a shared apartment we are just waiting for all roommates to sign the settlement agreement so that we can issue a service credit.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I filled out an application for a unit with Concept and got approved for the unit. I paid the security deposit for the unit on 2/5/24 and was under the impression that the unit was being held for me with that security deposit, the unit was advertised as being available on 3/9/24 but the leasing agent asked if I would be willing to push it back to 3/17/24 to give them time to turn it before I moved in which I agreed too. On 2/8/24 the agent sent me the lease to review, on 2/9/24 she contacted me asking if I had signed the lease yet to which I explained that I had reviewed the lease but wouldn't sign the lease until I could view the actual unit. This is also in their lease verbatim that by signing I agree that I have "had adequate time to view the unit prior to signing and accept the unit as is" to which she never replied. On 2/13/24 she contacted me to inform me that they would be keeping the ad up until I signed the lease, which I told her was fine but asked if the security deposit was holding the unit for me. She never answered so I text her again a few hours later and still no response, so I emailed her asking her to clarify if the security deposit was holding the unit for me. I called and asked to have her call me back and she never did. On 2/22/24 she text me saying that she was working with the current tenants to let me come view the unit but that she had someone willing to sign the lease that day. I asked about my deposit again and she said that if she had people willing to sign the lease without seeing the unit first that she has to let them and could give me a different unit but for a higher rate than the one I paid the deposit for. I called her manager and spoke with her about this and she said the same thing and that the deposit doesn't hold the unit just let's them know I'm interested in it. I asked why that was never explained to me when I asked about it and all she would say is they would refund me or let me have a different unit for more.

  

  Business response

  03/11/2024

  We mentioned that there were several other apps on that one and we couldn't honor the price (as our team member made an honest mistake on the marketed price) unless she signed the lease asap because there was so much traffic. We offered to show similar units since it's occupied but she didn't want that option. We talked to her about it multiple times and she didn't want to sign the lease so we moved onto the next applicant.  We're sorry for the confusion and will use this experience to continue training our team. Refund check of $650 was sent on 02/29/2024 for this deposit via mail to the forwarding address provided and even the application fee of $55 was refunded electronically today. Thank you for reaching out and feel free to let us know if there are any ongoing concerns.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I leased an apartment from another company in October of 2022. Concept Property management bought the building I lived in about halfway through the lease. They began imposing restrictions built in to their own lease, which we never signed, and double charging us for internet, as we had our own plan established, and they auto signed us up for a complex wide plan. This took over a month to correct. They charged us monthly for pest control that they did not provide, resulting in a bug infestation. After move out, they failed to provide a notice of deductions from the security deposit, or the deposit itself, within the 30 days allowed by Utah State law, instead sending an unmarked bill for $315, supposedly for "damage not covered by the security deposit", heavily threatening us with a collections agency.

  

  Business response

  11/02/2023

  We have been in contact with the customer. We have updated his deposit ledger and gone over the outstanding charges. He made his final payment and as far as we're concerned the case is closed but if he needs additional evidence such as invoices or other documentation we can happily provide them. We are so sorry for any misunderstandings and appreciate the customer reaching out so that we can resolve these issues together.

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have the paperwork showing what I made in a deposit. They do not. They provided an accounting of the account starting in December, but I moved in in January. The lack of professionalism and organization is shocking. I made the payment because I was tired of fighting with the useless employees and being threatened with collections agencies, and I don't want anything further to do with this awful company.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dispute is in regards to Concept property management. I moved into Falcon Estates apartments in 09-2020 and moved out June 10, 2023. When I moved in I reported the damages in the home and items that needed to be fixed, blinds, window seal and broken cabinets. Cabinets were never repaired during the entire stay. During the years I lived there I have dealt with the following issues at which were all reported to the property managers and maintenance. Mice infestation in house for months, maintenance was told to put traps inside, no exterminator was called. Thermostat and heater not working. Swap cooler was called about two years in a row. First year, I suffered heat stroke from them not clearing out the cooler before turning on the water. The following year, mold was blowing from the cooler, causing health problems for me and my daughter, as I am severely allergic to mold and she has lung damage. Kitchen disposal not working, electrical issues with lights in the house. I was told it was not an electrical issue and bulbs needed to be changed. The issue was never resolved. Bug infestations where my child was bite twice with major allergic reaction from spider bites. It took over a week before someone came to spray the apartment and bugs still returned. The oven stove was so old it did not have a serial number or parts to replace it. During Thanksgiving the oven overheated and burnt the burner in half. Maintenance was told to hunt down a part and that there was no budget for them to replace the oven. It could only be replaced if I was willing to sign a new lease for a year, which I was less than 6 months into my current lease. The dishwasher was growing black mold inside. I was told they would not replace that appliance either. It was over 6 months later when a new property manager came in that I kept reporting the issues, that they agreed to replace the appliances. At which the dishwasher was delivered but not installed. I had to wait about two weeks for maintaence

  

  Business response

  08/14/2023

  During the occupancy of this tenant, ******* ****, we have responded to all of the work orders and request that she had. She had no complaints documented in anyway in her file or concerns that were not addressed. We in fact did buy a new stove top oven range and dishwasher for this tenant. We did address her concerns regarding seeing one mouse. We did repair the swamp coolers which are a water operated system cases where mold was identified it was rectified to the best of our knowledge. Prior to her move out I had no open concerns or complaints.
  
  She did not get her deposit back because of documented damages that we have legitimately paid to contractors, vendors, and are our maintenance crew to repair new issues they cost us in excess of her deposit. We have given her the benefit of the doubt on many points to bring down the cost as much as we can. The big think was the cost of the needed painting and cleaning. This money is not being kept for profit but is going to pay for remediation of damages which we would rather not have had to pay for. We would have rathered that there was not the damage which has taken us additional time to repair and replaced as needed.
  
  See attached invoices and deposit disposition that actually have to do with the move out costs she is claiming. All of her service concerns were addressed throughout her three-year living with us. We feel that many item here are being brought up again in an effort to not have to pay for documented damages which have already been reduced.

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out of the apartment that they manage last month. I cleaned up before I left. Make sure everything was in good shape. I have a video they charge me over $900 for damage. I did not cause they threaten to ruin my credit if I didn’t pay them they double charge me for repairs.

  

  Business response

  08/08/2023

  **** texted us some concerns with his move out bill on the evening of 07/31. On 08/01 our team responded providing clarification on his questions. He still didn't seem to understand the charges so we spent additional time and explained in further detail. At that point he said he disagreed, but did not specify what he disagreed with. He threatened legal action but was not clear why. We emailed him a copy of the disposition letter to help him understand a detailed breakdown of charges. He said the charges in Appfolio are different than the charges on the disposition letter. Went over each charge on his ledger and on the letter and confirmed there is no discrepancy. Gave him office number where he called and spoke to Rebecca who tried to clarify charges and gave him the service email for him to send in a dispute or supporting evidence. He did not email us any further concerns or supporting information. We texted him telling him to email us his dispute and evidence so that we can further review it and he still did not do so. He paid the balance that was owed and said "good riddance". We wished him best of luck in his future endeavors. His daughter then texted saying that she also disagrees with our charges and believes we double charged him. We explained how we did not double charge, but the charges for labor and materials are separate. Offered to send our photos of damages and invoices to clarify our position. There was no response. He submitted a BBB claim. We texted again telling them that if they do not send us an official dispute with specific concerns and requested adjustments, we cannot help them further.

  In conclusion we are not sure what the tenant is disputing. He's provided us no evidence and has not given us the video he has claimed to have for us to review his concerns and help him. All charges are based on his move in report and his move out report and the actual cost to repair the damages. We would like to help more but are unclear on his actual dispute and have not received any supporting evidence to substantiate or clarify his concerns.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They took their sweet time to get me the lease papers to sign and added a month onto my stay. I am needing to leave September and they say I'm staying until October. They do not give enough notice, and will just show up demanding to enter your apartment. They do not take care of the repairs. We have had to repair things ourselves. They do not hold anyone to the no pet policy and people's unauthorized dogs are not being picked up after. People are smoking everywhere and it's a non smoking facility. You can never reach the property manager. I have been ignored for 3 months. The lease was supposed to be sent over to sign in September and they didn't send it and I was ignored for months last year when I asked.

  

  Business response

  09/06/2022

  *****, You've signed a lease that ends at the end of October or specifically on October 31st 2022. I know you've been working with our team to have someone else take over your agreement which we are happy to do but the lease agreement is a binding agreement on both of us. I couldn't kick you out one month earlier than your lease says any easier than you can just leave one month early. We are both expected to abide by the lease. Once it's completed you are free to move on and there shouldn't be any financials repercussions unless you've left rent unpaid or left damages or cleaning not covered by your deposit. 

   

  We work very hard to enforce compliance to the community rules including the pet policy and smoking policy and you are welcome to report any issues but when tenants have leases we do have to go through a process of serving Comply or Vacate notices and building a case for a nuisance eviction which isn't easy in **** and can take time. We are often working on these and many more issues behind the scenes. We have three full time service team members to help you every business day. You can reach them at ************** or by emailing ********************************************************* We are happy to help you! Please reach out to us if you have any outstanding issues!

*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. ↩