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:01/02/2025

  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.

  There have been many discussions back and forth relating to an dusk to **** light on **************** in ******, **. This light has always been maintained by the *** yet has been out for over 6 months. I have contacted ****** to have this light repaired as it is a safety concern at night due to there being limited lighting on this area of the townhouses in the area. The light of concern has an AEP sticker on it and when called they will not provide repairs due to it being owned by the property management. They recently changed bylaws stating that is now the property owners (me) property even though I do not own it. They have neglected time and time again to have the repairs made. My vehicle has been damaged due to poor lighting at night by way of vandalism and there has been a break in of someone else's property partly due to the horrific lighting. I've sent emails to ****** as well as the owner of Signature Properties and met with no accountability and constant push back for them to repair THEIR light on MY property.

  Business Response

  Date: 01/14/2025

  Our maintenance department responded on 12/2 to Mr. ****** advising that we had confirmed the light was a AEP light.  A work order was submitted to AEP at that time.  We have also followed up with AEP.  Unfortunately it takes them several months to fix a light.  It is not a Signature Properties light- it is AEP.  We will continue to follow up with AEP.  Any repairs that have been reported are assigned to a contractor.  Mr. ****** should submit work orders through his owner portal to ensure that they are received and addressed.  If the repair is over $500, it does need Board approval and is submitted to the *** to repair.  The *** has also put a request into *** to see about adding lights but they have denied the request.

• 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.

  Due to lack of their attention to detail and absence of communication, this business has cost me over $2k in damages. They managed my property in **************, ** from October to early December ***************************** false reports on the status/condition of the property, and they allowed the tenant to make permanent changes to the property without my knowledge approval. When their employee ***** ******* did a walkthrough of the property after the tenant moved out, she sent me a report stating that the property was clean and no damage was found--upon inspection of her photos, I found damages and notified her/her supervisor--who then tried to argue that the damages were "wear and tear items" that they couldn't only hold them accountable for half the cost to remedy. It was later confirmed by the general contractor that the damages (some structural) were indeed caused by the tenant. I tried repeatedly to get in contact with this business on this issues before the tenant's security deposit was returned but I could never get anyone on the phone--nor could I get a response to message left via telephone and text message. This business also listed derogatory images of my property when marketing it for rent--giving the impression that the property contained maggots, dirty HVAC filters, broken items, etc. When it was brought to their attention, nothing was done about it. This company also allowed the tenant to break HOA rules by not enforcing the courtesy notices sent to clean out the property exterior (October 2024). All this has cost me lost rental income and repairs in excess of $2500 that I've had to pay out of pocket.

  Business Response

  Date: 12/20/2024

  Respectfully, I would disagree with Mr. ******** statements.  There were no false reports given to Mr. ****** concerning his property.   I have attached the move out inspection.  As you see, the property was left in good condition.  There was damage to a wall but from my understanding it was not tenant caused damage.  I spoke to Mr. ****** myself about this and advised that we could withhold part of the deposit for not reporting the damage (which we did).  At no time, has his contractor reached out to let us know that he believed the damage was tenant caused.  I didn't "argue" with Mr. ******* I merely discussed with him how the ***** works and what is considered normal wear and tear.  It appeared that Mr. ****** was trying to keep the entire deposit of the tenant to pay for the painting and such that needed to be done at the property.  The tenant had lived in the property for 3 years.

  Mr. ****** called several times repeatedly.  Unfortunately we cannot answer each and every call but each voicemail is returned or an email sent.  Mr. ****** did leave a message for me however, quite frankly, I didn't call him back, but instead chose to email him to make sure there were no misunderstandings.

  The photos were uploaded by a team member who has since been terminated.  As soon as the property manager realized they were uploaded in error, she had them removed.  I agree that was not good and again, a team member was terminated in part due to the incorrect information being sent out.

  So far as the *** goes, Mr. ****** reached out to ***** as recently as yesterday and asked her to send a letter to the *** on his behalf (which she did).  As you can see by the email, the tenant did not leave out any items on the exterior.

  I regret that Mr. ****** feels we didn't manage his property correctly but again, I would respectfully disagree with his statements.

   

   

  From: ***** ******* <*****************************************************************************************************************>
  Sent: Friday, December 20, 2024 11:05 AM
  To: ****** ***** <*******************************************************************************************>
  Cc: ***************************; ***** ****** <********************************************************************************************>; **************** <****************************************************************************************************>
  Subject: Re: Board Consideration (451 ****** Arch)--No Connection to Trash Pile
  
  Subject: Move-Out Inspection for 451 
  Adkins 
  
  
  Dear *****/******* 
  
   I wanted to inform you about the move-out process for the previous tenants at 451 ****** Arch. 
  
  The tenants, who are in the military, had a professional move out. Their household goods were packed and loaded on a moving truck to be shipped to ****** prior to my arrival for the move-out inspection. 
  
   When I conducted the inspection, there was no furniture or bulk items left on the lawn or in front of the property. As Mr. ****** mentioned, I completed the inspection thoroughly and documented the condition of the property with photos taken in and around the premises. 
  
   If you have any additional questions or need further information, please dont hesitate to reach out to me. 
  
   Thank you, 
  
  
  
  
  ***** *******
  Property Manager & Realtor
  Signature Properties
  ******************
  *****************************************************************************************************************
  
  
  
  
  
  
  
  
  
  On Fri, Dec 20, 2024 at 10:42?AM ****** ***** <*******************************************************************************************> wrote:
  Good morning, **** I will send your request to the board and let you know there decision. Have a great weekend!
  
  
  
  
  
  From: *************************** <***************************>
  Sent: Thursday, December 19, 2024 4:36 PM
  To: ****** ***** <*******************************************************************************************>
  Cc: ***** ****** <********************************************************************************************>; ***** ******* <*****************************************************************************************************************>; **************** <****************************************************************************************************>
  Subject: Re: Board Consideration (451 ****** Arch)--No Connection to Trash Pile
  Importance: High
  
  *****/******
  
  I took a closer look at the photos in your earlier communication regarding the trash removal and it the two photos of the trash pile were taken at times 11:35am and 11:36am on 14NOV2024 with a ******* model SM-A326U1 camera. However, the photo of the parcel for Mr. ******* does not contain any EXIF (or any other useful data) that establishes a connection between the parcel and the trash pilewe cant even establish when or where the photo of the parcel was taken, as its not visible as part of the trash pile shown.
  
  It was reported that the tenant moved out on 04NOV2024, the move-out inspection was completed on 06NOV2024 (and the inspector, ***** ******** reports the trash not being there when she inspected the property). I received the report, including photos in and around the property, on 07NOV2024. There is no indication that the trash pile was present in the vicinity of the property during that time. The move-out inspection report from ***** is attached.
  
  It is also not clear where exactly in the community those photos were taken, as none of the house numbers are clearly visible.
  
  I will not accept responsibility for paying the invoice associated with the cleanup of that trash pile. There is nothing that establishes an unquestionable connection between that trash pile and my property.
  
  
  
  
  
  
  Regards,
  
  
  Toi ***************************** ************
  Email: ***************************
  
  From: ****** ***** <*******************************************************************************************>
  Date: Thursday, December 19, 2024 at 10:46?AM
  To: *************************** <***************************>
  Cc: ***** ****** <********************************************************************************************>
  Subject: RE: Board Consideration (451 ****** Arch)
  Good morning I will forward this over to them. Also please see the attached documentation for your records.
  
  
  
  
  
  
  From: *************************** <***************************>
  Sent: Wednesday, December 18, 2024 2:28 PM
  To: ****** ***** <*******************************************************************************************>
  Cc: **************** <****************************************************************************************************>; ***** ****** <********************************************************************************************>
  Subject: Board Consideration (451 ****** Arch)
  Importance: High
  
  ******
  
  Please bring the attached request before the Board at the Associations next meeting.
  
  
  
  
  Regards,
  
  
  Toi ***************************** ************
  Email: ***************************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Thank you!
  Here you go!
  Got them, thanks!
  ReplyForward
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  The general contractor works for ME, not Signature Propertiesthere is no reason he would be in communication with them on whether or not damage was or wasnt caused by a tenant. 
  

  As evidenced by the move-in inspection photos, the tenants permanently stained my propertys kitchen cabinetry a dark brown/black without permissionan attentive property manager wouldve noticed that fact (along with those cabinets not matching the rest of the home). This  irrefutable damage was not held from their security deposit. 
  

  This management company also allowed HOA account to accrue delinquency fees, without bringing this to my attention for more than two months. 
  

  Extremely poor management and excuse-making at its finest.

  
  Regards,
  *** ******
  
  
  
  

  
  

  Business Response

  Date: 12/24/2024

  We were not notified of any structural issues caused by the tenant.  If we were, we certainly would have addressed them. 
  
  With regard to the cabinets being stained, I have attached a move out inspection from 11/3/21 as well as the photos.  These were done under the previous management.  As you can see, the cabinets were stained dark at that time.  This last tenant did not stain the cabinets nor would we have any reason to question it since the cabinets were like that when we began management.
  
  With regards to the *** ****, they were delinquent when we took over management.  Ultimately an owner is responsible for paying their *** ****.  We are willing to send the payments but cannot guarantee them as there are times when there isn't money to pay the dues timely (i.e. a tenant is late on rent).  We did pay them timely during the time we managed the property (September through November).  I have attached the owner statement which shows *** **** payments of $300 each for those months.

  Customer Answer

  Date: 12/24/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  The move-out inspection checklist provided by Signature Properties in the previous response is just that--a CHECKLIST; it doesn't, in any way, account for the color of the cabinetry.  However, I have attached photos of the from the listing in 2021 (that were taken once Tenant **** **** have moved out and the property had been made ready for the next tenant). Also attached from a recent inspection (within the past week) is a photo showing the can of stain left by the tenants occupying the property while under Signature Properties' management.

  As my PAID property manager and a *********Licensed property management company, it was the duty of Signature Properties to act as my fiduciary in managing my *** account, including responding to and acting on communications/ledgers sent to them by the *** in order to keep my account with the *** current. 
  
  Regards,
  *** ******
  
  
  
  

  
  

  Business Response

  Date: 12/26/2024

  The cabinets must have been stained under the previous management's term as they were like that when we took over management.  I forwarded the file from the inspection in 2021 (3 years before we began management) and they were the dark color.  I have attached a photo from 11.3.2021 showing the cabinets being stained a dark color.

  Again, the *** **** came over to us as delinquent from the previous management firm.  Per my screenshot sent previously we paid them for the months that we managed the property (Sept, Oct & Nov 2024).

  Customer Answer

  Date: 12/26/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  As proven in my previous communication, the cabinets were stained (without permission) by the most recent tenants (*******). No money was withheld from their security deposit for this breach of contract--which was held by Signature Properties once the property was turned over to them for management.  Signature Properties took over toward the end of the stay of the ******* family--so of course they were stained dark at that time.  It was the responsibility of Signature to compare move-in vs move-out photos and see that the cabinetry was blatantly NOT the same in the two instances. As noted previously, I tried to contact them regarding this issue several times via telephone, but never got a response until the tenant's security deposit had been returned. The excuse I was given for this was that ****** ******* was on vacation and she was the only one that could handle the issue (but no business goes on hold when a worker takes vacation).

  Without question, Signature Properties was responsible for the prudent management of the property and for acting as my fiduciary once management responsibility was turned over to them from ****** Realty. No excuses. 

  Again, the inspection report from 2021 has NO MENTION OF CABINETRY COLOR--so those files have no relevance here. However, I did prove the cabinetry was light-colored when it went on the market AFTER the move out of **** ****. 

  The *** **** may have been delinquent when then property was turned over to Signature, but again, it was Signature's responsibility to rectify that issue on my behalf given they were being paid for their services. No property management company worth their salt would sit on a delinquency and not at least make an attempt to correct it.
  
  Regards,
  
  *** ******
  
  
  
  

  
  

• Initial Complaint

  Date:12/05/2024

  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.

  To whom it may concern,My name is ******* ****. I reside at ****************************************************************. I attempted to contact my property manager (******* *****) and the accounting department (**** *****), but no answer - I left a messages. ****** ******* is on vacation and no one else has made contact with me with a resolution.On December 2, 2024, I received an email on ********* from RENTVINE (a new system to pay rent for Signature Properties) stating I need to make a payment. I logged into the RENTVINE account and noticed the issue. I then logged into my bank website and added funds as it was low. Then, I went back to the opened RENTVINE site and made a payment and updated my occurrence date for January 2025, and amount because I had just made the payment. I scrolled down and noticed a receipt for $1400.00 listed twice as paid. I could not retrieve nor delete the extra payment. I am now at a negative balance and have bills.Proof of the Bank transactions are listed below:Withdrawal ACH SIGNATURE PROPER TYPE: ACH ID: ********** *** SIGNATURE PROPER NAME: ******* **** , Amount:-$1,400.00 Tuesday, Dec 03 -Withdrawal ACH SIGNATURE PROPER TYPE: ACH ID: ********** *** SIGNATURE PROPER NAME: ******* **** Entry Class Code: WEB ACH Trace Number: *************** , Amount:-$1,400.00 I would like a full refund of $1400.00, please.I emailed my property manage yesterday and I have attached the email chain. ******* ***** did state that she would notify accounting, but they won't answer my calls.V/r,******* ****

  Business Response

  Date: 12/20/2024

  Good afternoon- ****** did respond to Ms. **** on 12/4 (see the email copied below).  Her refund was processed for the duplicate payment.  Since ****** had responded to her, **** didn't feel there was a need to return the call.

  ****** *****
  Wed, Dec 4, 3:08?PM
  
  
  to *******, bcc: me
  
  
  
  
  
  
  Good afternoon,
  
  I'm sorry this happened.  As I explained in my email yesterday, accounting will issue a refund check once the payment clears.  They can't issue a refund of an unsettled payment, as it may be returned for insufficient funds.  I messaged them yesterday to let them know that you've requested a refund, so they are on the lookout for it to clear, which can take anywhere from 3-7 days.
  
  On Wed, Dec 4, 2024 at 2:15?PM ****, ******* Jeanell CIV DHA ******** AHC (***) <***************************************************> wrote:
  
  Good afternoon, all.
  
  My name is ******* ****.  I am a tenant located at ****************************************************************************  I attempted to contact you, no answer.  I left a message.
  
  On December 3, 2024, I received an email from RENTVINE stating I need to make a payment.  I logged into the RENTVINE account and noticed the issue.  I then logged into my bank website and added funds as it was low.  Then, I went back to the opened RENTVINE site and made a payment and updated my occurrence date for January 2025, and amount because I had just made the payment.  I scrolled down and noticed a receipt for $1400.00 listed twice as paid.  I could not retrieve nor delete the extra payment.  I am now at a negative balance and have bills.
  
  The transactions are listed below:
  
  Withdrawal ACH SIGNATURE PROPER TYPE: ACH ID: ********** *** SIGNATURE PROPER NAME: ******* ****
  , Amount:
  -$1,400.00
  
  Tuesday, Dec 03 -
  Withdrawal ACH SIGNATURE PROPER TYPE: ACH ID: ********** *** SIGNATURE PROPER NAME: ******* **** Entry Class Code: WEB ACH Trace Number: 091000019802124
  , Amount:
  -$1,400.00
  I would like a refund for the additional payment of $1400.00.  I do not wish to use the additional payment for next month rent.  I have it set up already.
  
  Please advise when I will receive my refund via mail or returned to my account.  Or will I need to file a complaint and dispute:  **************************************************************
  
  
  V/r,
  
  ******* ****
  
  Executive Assistant
  HQ *** Dental Health Activity
  ************************************************************************************
   Office: **************
  
  ***************************************************
  
  ***************************
  
  
  
  
  
  
  
  
  
  
  
  
  --
  ****** ****** *****
  Associate Broker, Property Manager, Sales Agent
  Signature Properties
  ********************************************************************************************
  **********************
  *******************************************************************************************************************
  Licensed in the ************************ #**********
  
  
  
  PLEASE VISIT *************************************************** to search available properties, apply online, and for information regarding our management services and resident resources. 

• Initial Complaint

  Date:03/12/2024

  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.

  I am looking to file a complaint against a realtor for a breach of their ethical obligations with selling a home and duty to disclose obligations in ********. I am hoping this is the right office to initiate that process. Please let me know if you can assist? I purchased a home in **************, ** on 30 Jan 24. Within days of moving into the residence we discovered a pre-existing leak that was the result of faulty repairs. We retained the assistance of a plumber who fixed the error. While doing the repairs, the plumber pointed out the indications of the pre-existence of the leak and the "attempts" to repair and/or conceal it. The listing realtor was the property manager and responsible for maintenance on the home prior to its sale. She was serving as a property manager and renting out the property prior to listing the property for sale. We discussed with the previous renters and neighbors who all confirmed this. As well the prior tenant disclosed they complained about the leak to the property manager several times without any success. Therefore, the evidence supports the fact the realtor knew of the faulty plumbing and violated her duty to report that during the sale and closing of the property. The listing agent is: ***********************, ************, with Signature Properties. This ethical and legal disclosure violation resulted in excess costs to myself in order to fix the concealed leak. We paid to dispatch plumbers on two separate occasions and to bring a dry-wall team out to repair the issue. Ultimately, I would like refunded for all services paid as a result of this violation. The total cost of services was $938.00 USD.

  Business Response

  Date: 03/19/2024

  Good morning- sorry for the delay.  I was out of the office on vacation.  I did have a chance to talk to the agent involved.  I am copying her response here.  Please note that this is the first time we've heard of any issues since closing- nothing was reported to us.  The complainant also doesn't mention exactly where the leak was.  If you need further information please let us know.

  - The only issue ever reported to us from the tenant was a clogged A/C line, which ************************** cleared in ******************** did extensive repairs and rehab (over $40k) to get the home market ready, which included new kitchen sink and faucet.  If this is the plumbing leak being referenced, to my knowledge it was repaired and not an issue to disclose.
  - The contract was subject to a home inspection with an option to void.  The only issue raised from the inspection was that the tub didn't drain and had gunk backing up when the inspector tested it.  Despite not having any obligation to do so under the home inspection contingency, the owner approved my sending ********* back to evaluate.  He snaked it and sent a video with an explanation, which I relayed in email to the agent, including the video.  We believed snaking solved the issue, and no further objections were relayed from the buyer side.
  
  
  I regret that the buyer experienced a plumbing problem after closing, but there was no effort on my part or the owner's to conceal known issues.  The tenants occupied the home for 20 years, and prior to March 2023, another company managed it.  If an inferior repair was made in the past, we wouldn't be aware of it, just like the home inspector didn't detect it, until it failed.  Further, even if we were aware of a previous problem, but believed it to have been repaired, it isn't subject to disclosure.

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  

  The identified leak was under the conjoined bathtubs and exited into the kitchen/dining room area. I see that the realtor company stated the only issue ever reported to us from the tenant was a clogged A/C line, which ************************** cleared in July. I disagree with this statement as we reached out to the last renter who said that is false. She informed us she complained of the same leak to them as the property managers multiple times. Therefore, the previous renter they reference claims that they are lying. The described leak relates to the conjoined bathtubs on the second story. I see the comments:
  "- The contract was subject to a home inspection with an option to void.  The only issue raised from the inspection was that the tub didn't drain and had gunk backing up when the inspector tested it.  Despite not having any obligation to do so under the home inspection contingency, the owner approved my sending ********* back to evaluate.  He snaked it and sent a video with an explanation, which I relayed in email to the agent, including the video.  We believed snaking solved the issue, and no further objections were relayed from the buyer side." This is true, but unrelated to the leak. Also, based off the observations identified by the plumbing professionals, we are considering complaints against the home inspector for being grossly inadequate, incompetent, or unqualified. In response to the business comments "I regret that the buyer experienced a plumbing problem after closing, but there was no effort on my part or the owner's to conceal known issues.", as I stated we spoke to the previous renter, who all affirmed these statements aren't accurate and they were aware of the leak. As well, during the dry wall removal, there was evidence that the paint was freshly applied in order to conceal water staining at the base of the leak. 
  
  I believe this company was acting in bad faith and it should reflect. 

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

  
  

  Business Response

  Date: 03/25/2024

  The property manager & Realtor, ***********************, checked through all her correspondence with the past tenant.  We also checked the work order system and there was never a mention made by the past tenant of an issue which would have led ************** to think there were issues.  Again, the buyer was given the opportunity to conduct an inspection.  She was not aware of any issues that were not addressed during the tenancy.

  Customer Answer

  Date: 03/27/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  We are at an impasse, where I believe the Realtor was delinquent in her ethical obligations and they deny the requisite knowledge. The former renters have stated they were aware of the issues as the property managers. 
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair 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 have lived in this apartment with a peach and black mold for 8 month WE ALSO HAVE A ***** INFESTATIONS! Please help me

  Business Response

  Date: 08/11/2023

  This tenant didn't report any mold.  The roofing contractor did fix the roof when he went out and there was no further issues.  In following up the property manager sent another vendor out who said there is some water damage.  The vendor will be out to remedy this.  

  There have been no reports of roaches until yesterday after I received this complaint.  The tenant submitted a work order request.  The property manager responded quickly and let her know that it was the first time we'd be notified of any issues regarding roaches.  She is sending an exterminator out.

  If the tenant doesn't notify us of the issues, we cannot remedy them.  We use a system called Property Meld which allows the tenant to input a work order request 24 hours a day/ 7 days a week.  They can upload photos and make comments.  We communicate through that system which is a direct line of communication with the tenant.

  Customer Answer

  Date: 08/11/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair 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 sent an email request on the portal on April 3rd, 2023. I did receive a response from *********************** but the complaint has not been resolved. I had to make contact with the owner when the **** went out in May 2023 - I did contact ******, but she didn't/couldn't help me. I called ********************* (my old property manager, and he assisted me again through the owner. And, the owner has approved the work for all requests made (window pane, pressure washing and ****-which was fixed last month)If *********************** is too busy to handle this property proficiently, I'd like another property manager assigned who can assist me in a timely manner. I don't make a lot of requests, but when I do - I'd like them completed. I have not received an invite to the Maintenance Request portal to place any other requests - so, I send emails and post on the signature property portal.Emails from Rental portal:Snow, L. - *************************** - 05/06/2023 8:38 AM ***************** To: *********************** Sun, Apr 2 at 12:11 PM Also, the high winds last night ripped the window pane off the house.*********************** ************************************ *********************** *************** Mon, Apr 3 at 9:23 AM Thanks for letting me know. Please don't discard it, as a contractor should be able to put it back up rather than replacing.Show original message --************************* ***** Associate Broker, Property Manager, Sales Agent Signature Properties ********, ******** To:*********************** Sat, Apr 15 at 11:55 AM Do we know when the contractor will be able to fix this?*********************** No response.To:*********************** Fri, May 5 at 12:40 PM Good afternoon,Do we have an ETA on the repair date? It's been a month now and this is a very nice neighborhood. Also, when will someone be here to pressure wash the home. It was done annually. Thank you for your support and have a wonderful weekend.*********************** ************************************** News ** *****

  Business Response

  Date: 06/12/2023

  ****** has been trying to find a contractor to handle this.  It has been assigned to 2 contractors- both of whom weren't able to complete the work.  

  The original contractor had this on his list but fell from a scaffolding and was in the hospital.  The 2nd contractor assured us the work would be done but she has been unable to get him to do the work nor set up a time to do the work.

  I have reached out to a contractor on ******'s behalf as she is out on a medical emergency.  As soon as I hear back, I will let the tenant know.  

  Customer Answer

  Date: 06/12/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service 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.

  This company handles the property management which we pay homeowners dues to handle maintenance to be done Its been 3 weeks tomorrow our grass hasnt been cut Ive ask for Shrubbery to be cut never was done had to paid someone else to do it And its supposed to be covered under our homeowners dues Gutters have not been cleaned out The retaining wall was put in in November it is mashing up against the gas line and has never been taken care of I have called and contacted the office and no ones fixed it Ive made phone calls to the office today and no one has returned my phone calls

  Business Response

  Date: 06/08/2023

  I realize you are frustrated and I do understand.  We, the Board and the landscaping committee are as well.

  The landscaping committee handles the landscape contract.  We were having no luck getting the landscaper to do what had been contracted.  All complaints were forwarded to them.  They in turn have spoken to the landscape company repeatedly letting him know of the concerns.  They have given him a notice to terminate.  Another contractor has been approved but the current contractor is supposed to complete his contract.  I will pass along your complaint to the landscape committee as well.

   He was also supposed to clean out the gutters which has not been done.  They are working diligently to get another contractor out to clean the gutters.

  I have checked with my office and no one has gotten a call from you today nor any other call.  I also don't show an open work order from you, but work orders that have been put in are being addressed.  We are aware of the issue with the retaining wall and have spoken to the contractor.  He has his guy going out to get this repaired.  I will follow up on this as well.  

  If you have a work order to be done please submit it through your owner portal.  This will create a work order that can be followed up on.  Certainly if you have issues you can contact our office- *************. 

  Customer Answer

  Date: 06/09/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:01/26/2023

  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.

  I recently ended my relationship Signature Properties, of ********, ******** (************************************************************), as I was extremely unhappy with their service. The contract is based in ********. The management agreement states I can terminate the agreement early, with at worst a penalty fee. The property management has acknowledged this termination, but has refused to release the tenants rent deposit, and refuses to provide documentation from contractors for work performed on my property until I sign a document releasing them from any and all liability for anything that happened during the time of the agreement. Since they are no longer the manager of record, they have no legal right to withhold the release of the tenants deposit and are required by law to provide documentation for the charges Ive incurred, regardless. I've gone back and forth multiple times with the Vice President of Operations, ***************************. Her only response is they won't release the deposit or provide contractor receipts until I sign a release of liability (which she refers to as a 'management agreement'. I'm existing our existing management agreement. I don't need to sign another one (which is nothing more than a release of their liability). I have all my grievances and communications documented. More documentation is available if desired.

  Business Response

  Date: 02/12/2023

  Good afternoon- she is correct in that we agreed to terminate the management agreement (end date 10/2025) without penalty.  It is standard practice and a matter of policy in our office to release documents once the release has been signed.  You will see in the email feed attached that this was explained to her.

  This owner believed that the tenant was not taking care of the property which wasn't the case.  The tenant may not have been the neatest person but the property was kept in order.  I did an inspection myself to confirm since the owner disagreed with the local Signature representative.  I have also attached this inspection to this file.

  As stated to the owner many times, once the management release is signed, we will forward the deposit to her.  We did release the lease and other documents to her when requested.  

  Customer Answer

  Date: 02/13/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  They have no legal right to withhold the tenant deposit,  or receipts from contractors, or any other documentation related to this tenant. Their 'release' is a release of all their liability. Their policy is not in accordance with my rights under the law. 

  They are illegally withholding what is rightfully mine.  THAT is the problem. I will not release them of their liability.  Just because they say it's their policy does not mean it's legal. 

   

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

  
  

  Business Response

  Date: 02/14/2023

  We cannot release the security deposit nor the documents until we get a signed release.  I've made this very clear.  We agreed to discontinue management because of the differences we have with the owner.  Technically she is still under management with our firm.  I am happy to release all documentation along with the security deposit once we receive a signed release.