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:02/04/2025

  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.

  My son applied to rent a room in a house managed by Townside in ********** **. I am the guarantor and put down a deposit for $865. My son was unable to get out of his current lease so we never signed a lease with Townside. I have requested a refund for the deposit but Townside refuses to provide the refund. I was not given notice that the deposit would be withheld if we did not sign the lease. I have called twice and talked to **** but a manager has not returned my calls. Is it legal to keep a deposit if a lease is not signed? I need a call back to determine next steps. I also paid $130 in application fees but don’t expect a refund for those fees.

  

  Business Response

  Date: 02/10/2025

  The Reservation has now been refunded to all prospects.  The check is being mailed today -February 10, 2025The prospects signed the application (attached) which states, "If approved, this application becomes part of the lease agreement. Should applicant fail to execute a lease agreement, Townside Property Management may make all appropriate deductions from the reservation fee received to recover any Lessor’s damages and expenses."We have secured other prospects for the unit and no deductions were withheld from the reservation fees.Thank you,Townside Property Management****** *****COO/Head Bookkeeper

• Initial Complaint

  Date:01/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m the POA for my aunt who owns the unit in the HOA that Townside manages. This is the worst experience I have ever had with trying to get responses to my communications, particularly with ******* *****. Several times now my emails have gone completely ignored. Then, when I finally call her out, she always responds saying she was out of the office or “must have missed” my emails. Finally, once she does respond she doesn’t address my questions in my correspondence, but certainly takes the time to make excuses for her lack of response. I don’t care to work with her going forward and asked her to send me her supervisor’s email or the owner. Of course, in true ******* form, she hasn’t responded to that request. Then, I asked for her supervisor’s information. ***** then proceeded to ignore my requests for information. Why is it so difficult to answer basic questions? If I was paying their HOA dues I would be raising heck every chance I could get because they are ALL completely useless. This is unacceptable treatment, especially when the HOA dues pay their salaries. Shame on you.

  

  Business Response

  Date: 01/14/2025

  To whom it may concern,My name is ***** ******* and I am the Director of our Association Management division.   Our team has responded to the complainant now on multiple occasions. John Byers, the owner of Townside Property Management, has successfully spoken with her on the phone and it seems she is satisfied with our response at this time.Thank you****** and the Townside Team 

  Customer Answer

  Date: 01/15/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *****

• Initial Complaint

  Date:12/18/2024

  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 have rented the same townhouse for 6 years. As soon as Townside took over, we have had non-stop issues. They refuse to repair anything. Our back deck has been out of code since June 2023. We have carpets that are slowly peeling up, thread by thread. They continue to increase rent with no improvements to the property. The only maintenance provided is a shotty mow of the yard every 4 weeks in the summer. Now, on top of all this, they signed up for a predatory free to them program that charges $15 - 40 per year per pet to collect and manage vaccination and demographic information about our pets. Townside has been and continues to be the scum of the New River Valley and I cannot wait for the day that we get to leave this place. John Byers III, you're a disgusting person with a disgusting business tasked with scraping every cent possible out of students and professionals alike.

  

  Business Response

  Date: 12/30/2024

  We have researched the work order records in our system, which is very detailed in record keeping, and we have addressed every work order that the residents have submitted. There is no record of the resident submitting concerns regarding the deck or the carpets. Due to the detailed requirements/specifications of pets being added to leases, Townside has implemented the services of **************** to complete the pet screening and authorization of pets for all of our residents who sign new or renewal lease for 2025/2026.  This requirement was disclosed in the Pet Addendum documents.I you need any additional information, please let me know.****** *****COO/Head Bookkeeper

  Customer Answer

  Date: 12/30/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Your system isn't the end all, be all of tenant experience. Plenty of service requests sat pending for years and then canceled by you. I have requested on multiple occasions via verbal and written communication to have the carpets replaced. Any service request is a fight. I called 4 times pushing for action on the half bath toilet issue. We had to threaten legal action over the air conditioning because we had a heat-responsive asthmatic child. Our case worker was about to step in when they final sent window units.As for the petscreening, it doesn't cost you a dime, you set the price for us. It doesn't benefit us, why are we paying for it? You raised our rent nearly $200 a month this year, you can't afford a program or maybe someone literate enough to manage some data? I told your staff I'll build you a Google form for everyone to submit. It can save photos and everything. I've built multiple far more complicated tools for work. Regards, ********* ******* 

  

  Business Response

  Date: 01/08/2025

  The resident was not the one to mention the step railing. This was mentioned by an inspector during an annual inspection which states that she would speak with the owner. The steps are within the code set forth in Virginia of less than 4 risers (see below) -(R311.7.8 Handrails.Handrails shall be provided on not less than one side of each flight of stairs with four or more risers.R311.7.8.1 Height.Handrail height, measured vertically from the sloped plane adjoining the tread nosing, or finish surface of ramp slope, shall be not less than 34 inches (864 mm) and not more than 38 inches (965 mm).Exceptions:1.The use of a volute, turnout or starting easing shall be allowed over the lowest tread.2.Where handrail fittings or bendings are used to provide continuous transition between flights, transitions at winder treads, the transition from handrail to guard, or used at the start of a flight, the handrail height at the fittings or bendings shall be permitted to exceed 38 inches (965 mm).Jump to Chapter)Carpet replacement is not typically done during the lease term occupancy and is completely at the discretion of the owner to do so.  I have attached carpet images for 2022 and 2024.  There is obvious deterioration of the carpet during the residency. The owner has elected to not replace the carpet and is under no obligation to do so, especially if it appears to be tenant neglect.Regarding the pet screening, it is a requirement for all residents to complete a pet profile through our online system, even if you do not have a pet. This allows us to properly document the status of pets at the property. This policy is in effect and cannot be changed. Residents are only charged if they have a pet/pets in the residence that is not considered an ESA.The tenant is obviously more upset about the pet screening policy which is a practice used by numerous property management companies.  Thank you,****** *****Townside Property Management why here...

  Customer Answer

  Date: 01/10/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint because no action has been made, as usual. For your reference, details of the offer I reviewed appear below. The railing was in the inspection because my husband informed the inspector, who agreed we needed a railing because there was one on the prior deck and one on everyone else's deck.The carpet isn't neglected by us, it wasn't replaced when we moved in. So, it's also over 10 years old. The photo of the bunkbeds is carpet we had installed in 2019 because we were foster parents in 2020 - 2021 and the carpet was in unacceptable condition per CPS standards. We left our agency to focus on our wedding and haven't returned because the remainder of the carpet is still in unacceptable condition. Pet screening shouldn't cost us $90 every year. We pay you plenty to maintain documentation of our pets, they haven't changed in 6 years. Our youngest was a puppy when we moved in. Being used by multiple companies doesn't make it less predatory. We should not have to pay for a program that doesn't benefit us.The whole thing, our entire tenancy with you is the issue. We have to fight for any action. I've sent screenshots of our portal that shows how things sit with no action for years. I don't have the email anymore, but the last time we asked for carpet replacements, we sent an email per your request. I followed up 3 times before receiving a response 6 months later. It's always a fight. Whether it's poor business practices, bad leadership, or incompetent employees I'm not sure but, we (all your tenants, not just us) are the ones having to tolerate it. So, nothing but a change in business practices will suffice. Regards, ********* ******* 

• Initial Complaint

  Date:01/10/2024

  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.

  Townside Property Management has failed to provide me with requested repairs to my exterior Siding. I have made numerous requests over the past two years. The problem continues to get worse. I would like to meet with a Townside Contractor who will provide them a quote to make the necessary repairs. I have sent numerous emails to **** ***** at Townside over the past two years. He has failed to respond to me by email or phone. I sincerely appreciate your help with this matter. *** ***** ***********************  Phone ###-###-####

  

  Business Response

  Date: 01/30/2024

  To whom it may concern,The owner at *** ***** **** ***** has been communicated with multiple times regarding the rust discoloration on the stained siding. The siding on the units is made of cedar and is stained. The siding is original construction from the late 1980’s. The community management team at Townside was first made aware of “7 - Replace rusty and exposed nails in siding” on 11/29/2020 after taking over the management of ******** * * ***** **** that Fall in 2020.Upon receipt of a punch list from the owner, the board said they would place a work order to assess it.  A contractor went out and stated it was only an aesthetic issue and no action is necessary. I copied an email from 2021 which a board member sent the owner at *** ***** **** explaining the same thing. In 2022, the community manager shared this information, “This is a complicated request. Siding should be installed following best practices which would require using exterior nails. It appears that this was not the case. In order to replace the rusted nails, you may need to remove the entire board and reinstall, causing a disturbance with the boards around it. The board will ask someone to advise on how to repair this issue. Please understand that the response may be that it’s an aesthetic issue and not requiring a maintenance repair.”The owner in 2023 asked the board for the nail to be removed and the board said they would be happy to audit the siding conditions in the community but would not address an aesthetic repair that is a one-off which requires replacing an entire board of cedar siding and staining it. It would be more holistic and a better approach for the association to have someone write up all conditions of siding on each unit and consider a repair list at that time or wait until the replacement of the siding comes due which is in several years.The community manager and board members have also reached out directly to the owner at *** and encouraged him strongly to attend one of the quarterly board meetings to discuss his concerns. He has never attended a meeting since the management began in 2020.We hope this information assists with your inquiry.Regards,The Townside Team

• Initial Complaint

  Date:12/01/2023

  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.

  On September 1st, I submitted a maintenance request regarding the inadequate performance of the ventilation system in my apartment. The assigned contractor, who visited my unit a week later, removed what appeared to be felt or fabric from the vents but did not inspect the air filter or coil system. This issue persisted, and three months later, on Nov 28th, I submitted a second maintenance request for the same ventilation problem. The contractor, during the visit last week, informed me that the air pressure was weak and suggested that the air system may be old. According to the terms outlined in our lease agreement, when a tenant reports defects with the air system, a contractor is required to inspect both the air filter and coil system. It is perplexing that during the initial visit in August, the contractor did not adhere to this lease obligation by inspecting these critical components. This oversight has led to a recurring issue, and I believe it is unjust to be charged for maintenance that was not adequately performed. Additionally, I would like to address the challenges I faced in submitting the second maintenance request promptly. As a full-time student with two jobs, my schedule is demanding, and finding a suitable time for a contractor to visit during the day was a logistical challenge. I trust that these circumstances can be understood, and the focus should be on resolving the ongoing issue rather than questioning the timing of the request. I must express my disappointment with the treatment I received when I called to dispute these charges. The staff was extremely rude and interrogative, which added unnecessary stress to an already frustrating situation. These staff was extremely disrespectful and had poor communication skills.

  

  Business Response

  Date: 12/05/2023

  Please find attached our response to the tenant in regard to the HVAC situation.I have also attached the invoices from the Technician and the photos of the condition of the filter and coils. The August service call did not warrant a filter change or coil cleaning since the filter was new at that time.  The cause for the air-flow problem in August was insulation covering the vent in one area. This was remedied by the technician. The tenant did not contact our office again until November of 2023, at which time the technician found an extremely dirty filter and coils.  Tenants are required to change the filters monthly, which clearly had not been done, resulting in the tenant charge to their account.****** *****COO/Head Bookkeeper *******************###-###-####

• Initial Complaint

  Date:02/12/2023

  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 signed into a debaters agreement with a roommate whom was not able to keep up with rent and signed myself and another individual into his debt. I am being punished by my roommates delinquency and threatened with eviction and a tarnish onto my credit report. I would like to stop being penalized for my roommates irresponsibility. I moved in during November and began a renters insurance policy with my ******** insurance account per the leases requirements, and discontinued my renters insurance policy in January when I chose to move out without being able to begin courses at university as planned because of my roommates lack of accountability to covering rent. I covered our utilities debt in January which was overdue by several months when our water was cut off. I was not on the utilities account because of not being the owner of the lease agreement carried over by my roommate from his residency from 2021-2022. We have had a late fee incurred each month from my roommates carried over debt, as well as lack of payment towards a monthly rent since July of 2022. I have further information able to be provided upon further processing of the issue. My roommate always said he would have it covered, but each month it has worsened to the point the leasing agency is threatening my credit, and an eviction notice onto my record. I intended to keep up with rent on my portion even until this month with moving back home, and continuing employment to cover my bills. My roomate had a cat whom was not able to be fed, so between the unhealthy living circumstances, as well as financial instability that impacted the relationship to the leasing agency whom has imposed unfair charges to my name from a joint-lease, I am filing this complaint finally in order to avoid the leasing agency’s imposition of an eviction and credit damage to my name from continued court threats of our debt my roommate could cover. The leasing agency has put information of court threats in AWS format to screenshot. Unable to email.

  

  Business Response

  Date: 02/13/2023

  RE:  ***** ******       Please find attached a copy of a joint/severable lease signed by Mr. ****** for 07/01/2022-07/08/2023.Please see section 1.9, Lessees/Guarantors Acknowledgement, identifying the lease as joint and severable. It has been explained to Mr. ****** that he and his roommates are jointly responsible for rent and that they are not individualized.  If rent is not paid, all persons are responsible for the debt including Mr. ******.  I have also included the Lease change addendum signed by Mr. ****** showing his responsibility when coming on to a renewal lease. Mr. ****** states that he has moved out of the property, however, he has not completed the appropriate paperwork for a roommate change, therefore, he is still responsible for the debt/contract of the lease.  This has been explained to him.  The tenants are responsible for all utilities, therefore, this is a separate issue between the tenants. Townside has followed proper procedures to collect rent on behalf of the owner and is in the process of filing an eviction with the court system for non-payment of rent.  All tenants are jointly responsible for the debt. If you require additional information, please let me know. Sincerely,****** *****Head Bookkeeper/COO

  Customer Answer

  Date: 02/13/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I need to negotiate terms of settlement and cancelation of the lease obligations. I do not have acknowledgment from the leasing agency if I’ll informed regards to the threats made against my up to date financial responsibilities. Regards, ***** ******

  

  Business Response

  Date: 02/17/2023

  Mr. ***** will need to do a roommate change in order to be removed from the lease or he can do a sublease which would still make him financially liable for the lease if the subleasee does not pay.  We have those forms in our office for him to complete.  Mr. ****** signed a joint and severable lease- we cannot just let him out of a legally binding contract because his roommate are not fulfilling the legal financial obligations of the lease.  This has been explained to Mr. ******.  Mr. ****** will still be responsible for the financial debt through the end of the current lease or through the date that he finds a roommate to replace him.  He has signed all documents that explained the process of being add to a renewal lease and the lease contract obligations.  ****** *****Townside Property Management

• Initial Complaint

  Date:08/22/2022

  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 ended my lease with Townside Property Management on 07/28/2022. However, I was charged rent for the month of August on 07/29/2022 despite me no longer being on the lease. When I brought this to the company's attention, they tried to refuse me a refund. They tried to tell me it was my fault for not turning off my autopay. However, the autopay specifically says that once one's lease ends, they will no longer be charged and do not need to cancel their autopay. I took my card off of the autopay after this incident and removed all payment info from their billing site. However, they are still charging rent to my account for the lease that I am no longer on. I am not signed onto this lease at all yet it still says that I have rent due on the first of the month. They have a new lease that I am not signed onto showing on my account as well. I would like this company to stop sending rent charges to me as I am no longer on this lease as well as remove the lease that I am not active on from my account. I have attached photos of the charge that was billed to me for the month of August after my lease ended, as well as the current charge showing on my account, my old lease showing the end date of said lease, and a screenshot showing the new lease as active on my account even though I am not signed onto it (dated 07/29/2022-07/12/2023). I have also included a screenshot showing the terms of the autopay that the company did not adhere to when they charged me after my lease was up.

  

  Business Response

  Date: 08/22/2022

  August 22, 2022**** *****The Better Business Bureau**** ******* ****** ***** *** ******** **    *****RE:  ***** *****         ID: ********Ms. *****:Ms. *****’s lease ended on 07/28/2022 on a roommate change.  The software system that we use still allows the tenant access to their previous rental account until we process the security deposit (which is done within 45 days of the lease ending date) and close out her account.  Therefore, Ms. ***** can still log into the account and see what is due.  Unfortunately, the software system will not stop her autopayment because it is considered an ongoing lease that she is being removed from on a roommate change for the 2022-2023 year.  This will stop once the security deposit is processed.Please find attached an e-mail from ***** indicating that she settled the rent payment issue between her and her previous roommate and that Townside will not be refunding the rental payment.  We are scheduled to have her security deposit processed this week and once that is done, the system will no longer allow her to log into the portal to be able to see the rent charges for the property that she resided at.  If you have any questions, please let me know.Thank you,****** *****Head Bookkeeper*******************###-###-####