Complaints

This profile includes complaints for Kettler Management Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kettler Management Inc

  8255 Greensboro Dr Ste 200 McLean, VA 22102-4944

• 

  Kettler Management Inc

  2400 Queens Chapel Rd Hyattsville, MD 20782-3616

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:11/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 November 10th, 2023, I applied to the ***** ******* Apartment complex, located at **** ******** *** **, Washington, DC *****. This apartment complex is ran by Kettler Managament, located at **** ********** ** *** ***, McLean, VA *****. I selected apartment **** and the rent price listed was $1,491 with the move-in date of February 16th, 2023 and also, $1,616 with the move-in date of February 16th, 2023. I was a little confused by the fact that there were two prices listed for the same move-in date, so I made sure to select the price of $1,491. I went through the application, paid the fees, and submitted my application. When I looked at the application summary, I saw that the price switched to $1,616. This is not what I selected, and this created much stress and anxiety as I am trying to figure out my next steps within my moving process. I sent the Marketing Specialist, ******** ****, a few emails since management was not emailing me back or calling back as I was concerned about the confusing prices. I finally got hold of ********, and she stated that her managers would change the price back. I was able to provide photo proof of the price difference as well. I did not hear back from her until weeks later letting me know that not only would the price be $1,616, but that the current resident was not moving out until February 16th. She insisted on saying that the unit "should" be ready by February 21st, but she will not know the exact date until the current resident moves out. This left me not only confused, but mentally exhausted. This is the first time I had ever experienced bait and switch, but also scamming and fraudulent behavior from an apartment complex.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Subject: Immediate Resolution Required for Persistent Plumbing Issues in Apartment #*** I am compelled to write this complaint regarding the unresolved and severe maintenance issues in my apartment (#***) at ********************* Columbia, ****************************, Columbia, MD *******. Since the inception of my lease in May, I have been facing persistent problems that are not only inconvenient but also pose a significant health hazard.1. **Ongoing Toilet Malfunction**: The most pressing issue is the chronic malfunctioning of the toilet, which has been clogging since my first work order on 06/19/23. Despite multiple maintenance requests and emergency calls, the response has been unacceptably slow, often exceeding 36 hours. This has forced me to rely on public restrooms, which is not only inconvenient but also a serious health concern.2. **Inadequate Maintenance Response**: The recent maintenance efforts, including a thorough inspection using a camera, revealed no obstructions or causes for the clogging, confirming that the issue is not due to misuse. This points to a more significant problem with the apartment's plumbing system.3. **Urgent Need for Apartment Change**: Living under these conditions is untenable and poses a health risk. I urgently request a change to a different 1 bedroom, 1 bathroom unit at my current rate. This move is necessary to ensure a healthy and safe living environment. The situation demands immediate attention and resolution. I cannot continue to use public restrooms indefinitely due to the unreliability of the facilities in my own home. The frequent exposure to such conditions is not only a severe inconvenience but also a potential health hazard. I am hopeful for a quick response and a prompt resolution to these issues. It is critical that this matter be addressed as soon as possible to avoid further detriment to my living conditions and health. Thank you for your immediate attention to this urgent and serious matter.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 lost my job and apartment in 2020 due to Covid, and I am currently having trouble reaching Kettler to absolve my debt.

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello BBB. I'll try to keep this short. I paid the ************** (managed by Kettler) apts $150 on March 1, 2023. The $150 was the application fee and hold fee for the apt. They changed the date they were opening and this new date did not work for me. I contacted a rep from the property named ****************************** to request a refund of the $150 since the date they said the property would open changed. She was able to get approval for a full refund. I waiting weeks and weeks for the refund, only to receive a check for $125.00. I would like the balance of $25.00 please. I've attached the receipt proving that I paid $150.00. Thank you

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted Kettler Management Inc on multiple occasions regarding management of The ************ in Columbia, Md. I originally contacted property management regarding noise issues. After six months of living at the property without any noise, I heard an excessive amount of noise from the unit above me. I contacted property management to inquire as to whether construction was taking place, and they indicated that I actually had a new neighbor. This neighbor is EXTREMELY loud, in ALL that they do. It sounds as if they are slamming things and jumping or running and leaping. I sent recordings to property management, and even after these neighbors had some sort of incident that caused leaking into my apartment, nothing has been done. When I inquired about moving into another unit, I was told that was not allowed during the lease and pricing is not determined by floor by the property manager, ****** *****. Then, when I requested it because of the continued issue, I was told by the general manager, **** ***** that I would have to pay the current rates if I switched units and pricing is determined by floor (in addition to the market). No one from the headquarters ever responded, and even after following up with **** (as he encouraged), I never received a response. And this neighbor continues to wreak havoc. To me, they are doing this on purpose. There is no way someone in this building could not know the impact of their movement on their neighbors, and the property is showing disregard for the well-being of this community. Additionally, in reading reviews online, I found that they have actually allowed for moves to different units on a lease. So, they lied again. Overall, they are performing poorly in providing the environment they ask residents to uphold. If they are not going to address the behavior of this resident causing noise, they should grant my request to switch apartments.

• Initial Complaint

  Date:09/01/2023

  Type:Product 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 spoke with ***** at the ***************************** in Wilmington, NC. He assured me that the *** Bldg Apt and Pool would be ready for Late Oct./Nov. I paid a deposit of $264 and he promised a return if when I saw the property and could not cope with the construction or anything else my funds would be returned. I flew to NC and met with him and ******, the Manager. My Service Animal could simply not navigate thru construction nor could I at 73. The stated my refund would be in a month which is today and NO REFUND. I spoke to ***** and he stated it would be last Monday, the 28th of August and it was not in my mailbox. I left Kettler Corporate messages and I left ***** and ****** messages through ******* in the Office and the call center...NONE OF MY CALLS AND NO FUNDS HAVE BEEN RETURNED. WHAT DOES IT TAKE AND WHY DO STAFF NOT KEEP THEIR WORD...?

  Customer Answer

  Date: 09/18/2023

  ---------- Forwarded message ---------
  From: ********************************* <*************************>
  Date: Sat, Sep 16, 2023 at 8:14 PM
  Subject: Complaint ID ******************************* ATTN: *****
  To: <[email protected]>
  Cc: <*******************************************>
  

  
  The representatives at the Metropolitan namely ***** and ****** did contact me...
  
  ***** went the extra mile to be in touch concerning the cutting and the mailing of my refund of $264.
  
  The check did arrive and was deposited without incidence...
  
  Thank You for the letter and followup.
  
  Regards,
  *****************************
  
  Sent from my ******

• Initial Complaint

  Date:08/07/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Lease termination letter Please view the attachments below

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 girlfriend ******* and I moved out of Delamarre (a Kettler managed property) on April 7th, 2023. We were incorrectly charged a $175 late fee that was withheld from our security deposit. This should never have been charged to us, as we paid everything on time (and have signed documents stating so). We immediately asked several times via email why that late fee was applied, with no response. We eventually had to drive up to ********* to ask. They apologized and said it was a mistake (systems error) and a check would be mailed out soon. After waiting over a month, we still did not receive the $175 check. After several more emails that were not responded to, we had to go back again, to be told to wait yet another month. Finally, we wrote a ****** Review for ********* stating of our dilemma, and only then did we receive an email response, on July 3rd, assuring us it was going to be "resolved immediately" (this email is attached). It is August 3rd (we gave it still another month), almost a full 4 months since we moved out of the complex, and we have still not received our full refund from moving out on April 7th. I have attached screenshots of the email where ******* describes trying desperately to get in touch with *********, but to no avail. We are hoping BBB can help resolve this, and ask ********* to please return the money that is owed to us.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  July 20, 2023 On July 3, 2023 I reach out to *********************** to discuss my account. There were several late fees applied to my account due to an error ledger error that I asked to be fixed. Since Kettler is the 3rd property management company for ****************** in a matter of 2-3 years, the charges needed to be researched. When I reached out to ******, we spoke and she noticed an inconsistency as well. Not only did she mention she needed to check my lease and the DC lease laws since she was mostly familiar with VA laws, I expected her to mitigate the charges from previous ownership since it is now the burden of Kettler. Instead, she and the office staff ******* and ******, made a false statement that the charges were accurate without providing documentation. After living in this building for 5 years and Kettler firing and hiring at least 5-6 new employees in a matter of months, I have no relationship with the office staff. Since I am moved out, they never had a chance to speak with me either. I am no represented by a tenant attorney over this matter. As *** stated before to ****** I do not mind paying what I owe, but I will not overpay a company who has messy books and fraudulent policies. Lets not mention my lease has been expired for years. They never intended on treating me fairly, they just want to send my account to collections and get the next victim in to pay. I asked for higher management information as well. Maybe speaking to someone else will get the situation resolved.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a constant dog barking noise complaint. I made my apartment (*********@Celebration, FL) staff aware of the issue since April 2023 but no resolution. As requested I have video and audio of the dog barking to the staff through email. I tried to contact property manager for meeting but not available. I have called corporate kettler for assistance but no response. I was told by office staff last call that my neighbors do not have a dog but I have evidence through recordings. I was told that I will have move out of my apartment to another one which is not fair as I am not causing the problem.