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:02/12/2025

  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.

  I lived at *************** for over 10 years and moved out 1/6/25 after giving 2 months notice. Gave keys back on 1/7 saying all the pictures they took would be on portal of move out, it is now 2/12 and nothing has been sent to me regarding my $1795 deposit when it states in move out papers it would be within 30 days and that is the law. I have received no correspondence back when I have tried to email them but that was a pretty common occurrence when I lived there as well.

  Business Response

  Date: 03/12/2025

  ******* and ****** **** signed a lease renewal (ending their previous tenancy commencing 2014) for a 12 month period ending 11/30/2024. The lease expired. ****** did not sign a renewal and the lease reverted to a month-to-month lease commencing 12/1/2024. As shown below, Tenant provided notice to move out as of 1/6/2025. In accordance to the lease and the **** quoted below, the lease term extends to 1/30/2025. The Security Deposit disposition is due by 2/28/2025. Not only is Landlord not in default for releasing a security deposit late, ****** has not paid its rent for January and also left personal items on its patio. The cost to remove these items, utilities and the remaining rent due for the month of January will be deducted from the Security Deposit which will result in Tenant owing monies to the Landlord. We respectfully request this matter be closed in Landlords favor.
  
  12/6/2024: Tenant provided a notice to vacate on 1/6/2025
  
  1/6/2026: Tenant moved out of the Premises. However, the Lease Term as defined by the month-to-month language, as shown below Section 2.5 of the lease expires 1/30/2025.
  
  In accordance to Section 2.5 and RCW 59.18.280, the Security Deposit is to be provided within 30 days of lease expiration which is 1/30/2025. Further, RCW 59.18.310 states that when the tenancy is month-to-month, the tenant shall be liable for the rent for the thirty days following either the date the landlord learns of the abandonment, or the date the next regular rental payment would have become due, whichever first occurs.

• Initial Complaint

  Date:01/10/2025

  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.

  We had an incident on 11/11/2024 - there was a dishwasher installation occurring above my unit. During this, a leak sprung which trickled down from the ceiling light and into my unit. As a result, the property management has come in and drained our ceiling by removing the drywall above. It is now 1/10/2025, and my kitchen ceiling has not been repaired. I have followed up more than enough times with photos of the hole in my ceiling. To that, no follow up has been made on the status of my ceiling in addition to the other repairs that need to be made. No reparations are being made in order with regards to compensation for the usage of power to use a commercial de-humidifier and drying fan. Our electricity bill was so high that month due to all of this.

  Business Response

  Date: 03/17/2025

  The new property owner of the apartment building, which was first built in 1960, began renovations to update the building in 2024. The ****** leased a newly renovated unit which was impacted by a leak as described in the complaint. The construction and repairs were disruptive to the Tenant. They submitted a certified letter on January 17th to provide notice to terminate their lease early with the stipulation that they would forfeit their security deposit but would pay no early termination fee. Their request was promptly honored and they vacated on January 30, 2025. It is only after publishing this complaint that additional reparations or reimbursements have been requested.

  Attached is an excerpt from the letter describing their terms which Landlord accepted.

• Initial Complaint

  Date:01/07/2025

  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.

  AGM took over my apartment building in July 2024. Since then, they have removed the ability to pay any utilities which was previously included in the old management companys payment portal alongside rent. Ive tried numerous times to reach them since then and they have not once responded to any communication since July regarding my ability to pay. All attempts to meet my tenant obligations have fallen on deaf ears. Ive documented all written attempts to reach them through multiple different email addresses (all posted by them so they are accurate). To date, since their takeover, they have shown a tenant ledger indicating I have no payments to make and showing no utilities due despite my use of utilities. I cannot pay the city or county directly due to the nature of the sub-metering of the building so both continue to refer me back to AGM. Their persistent failure to provide any communication or provide any way to pay utilities means either 1. I dont owe any utilities and will not pay any future attempt to collect so-far-undocumented utility costs or 2. They are simply so incompetent and unprofessional that they will not provide any communication regarding the bills (in violation of the lease) until I move out, at which point I predict theyll try collecting the utilities they failed to bill or document since July. I receive all emails from them regarding rent payments, so I know their email addresses are working. They simply will not respond to any communications.

  Business Response

  Date: 01/31/2025

  We appreciate the opportunity to address the concerns raised regarding the utility billing and charges. Below is our response to the complaint:

  
  AGM was awarded the management assignment for the apartment in October 2024. As part of the property management change, we were awaiting the transfer of utility records, usage and submetering information before utility billing could be issued. Now that the records have been received, utility charges have been processed for the period from October to the present.

  
  If there are any questions or further documentation is required,please contact Management. 

• Initial Complaint

  Date:10/28/2024

  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 have not received my security deposit from the real estate company. I moved out of the apartments on September 1st. I first called them on the 29th of September to see if they knew when my deposit would be mailed, they told me they would take my information and call me back. Instead they emailed me my check out report, where I realized that the forwarding address listed was not my new address. I do not know that address or know how it would have been listed. I emailed them on the 1st of October about this mistake but received no reply. When I didn't hear anything I called again on the 5th of October and was told that they couldn't do anything over the phone but would call me back. Once again they did not call me back. I called again on the 14th of October, this time I was told that they were going to cancel the old check and send a new one out to my correct address. But it's been 14 days since then I still haven't received my security deposit. The move out report also still included an old co-tenant's name that moved out and was taken off the lease. I just want my deposit back, I moved out on September 1st, it's been way longer than 30 days.

  Business Response

  Date: 01/31/2025

  See attached response from business

• Initial Complaint

  Date:04/17/2023

  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.

  ??????????NEGATIVE 5 STARS ????????????????I recently filed a police report because my 8-year-old son who has autism and a developmental delay was molested by another child in the neighborhood at their ******** Duplexes off of 188th St. SW.I obtained a restraining order which requires the child to stay ***** feet away from my son. There are several kids that live in this 20 unit duplex property, a few other have been victim to this other boy as well and these incidents happened a few years ago I just recently found out. This family should be evicted considering this has been going on for years and considering the number of small, young children that live within this complex. It would be best for the boy sexually assaulting my child and other children to get some help and live somewhere where there are no kids until he can get his issues resolved. I've contacted the manager at ************, Phillips Real Estate and ************** and they're not very responsive. When I did speak with them, they said that they needed to contact their legal team to figure out what to do.I think the answer is VERY clear but apparently they're worried about a lawsuit when it comes to evicting a child/childmolestor and his family. I'd like to know what their legal team would say if this little boy commits another sexual assault or God forbid something worse.Considering I have a ***** ft. restraining order against this little boy and he is within 100 feet of my son's residence he should be evicted immediately. God forbid something else happens to my disabled son because as of right now my child can't even go play outside.***** feet is the height/length of a 10 story building and ************ are all within that range.They will really need to get their legal team involved if anything happens to my son again.

  Business Response

  Date: 04/21/2023

  Management takes these kinds of matters very seriously and upon receipt of complaint, we advised the tenant that we were consulting with legal counsel to confirm proper protocol. We are moving forward in accordance with the law.

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at the *******************, managed by Philips Real Estate. They have been insanely frustrating to deal with. They advertised an apartment as available when it wasn't. They would call me to say it was ready only to find out the entire bathroom was being renovated. I was finally able to move in. However, before I moved in the windows wouldn't open. I was assured it would be fixed before I moved in. However, I had to constantly call them to have this fire hazard remedied. There are large gaping holes exist in the ceiling below my apartment allowing cold air to enter. I was also told this would be fixed. Months later - work has not started. I've filed numerous maintenance requests - they often are marked complete without work being completed and in one instance was marked complete despite an email communication from me stating the work was not completed.

  Business Response

  Date: 12/30/2022

  COMPLAINT
  I am a tenant at the *******************, managed by Philips Real Estate. They have been insanely frustrating to deal with. They advertised an apartment as available when it wasn't. They would call me to say it was ready only to find out the entire bathroom was being renovated. I was finally able to move in. However, before I moved in the windows wouldn't open. I was assured it would be fixed before I moved in. However, I had to constantly call them to have this fire hazard remedied. There are large gaping holes exist in the ceiling below my apartment allowing cold air to enter. I was also told this would be fixed. Months later - work has not started. I've filed numerous maintenance requests - they often are marked complete without work being completed and in one instance was marked complete despite an email communication from me stating the work was not completed

   

  RESPONSE
  The following is in response to each point raised by *********************************** (Tenant), the tenant residing in unit 211 at the *******************

  1) They have been insanely frustrating to deal with. They advertised an apartment as available when it wasn't. They would call me to say it was ready only to find out the entire bathroom was being renovated.

  The vacant apartment, unit 211, was advertised for an estimated ready-by date of 09/08/2022. While vacant, unit 211 underwent major plumbing repair work & upgrades in the bathroom following a water leak from the unit above. Due to supply and scheduling delays, the plumbing work could not be completed by the anticipated ready-by date. The prospective Tenants rental application was approved on 9/28/2022, at which time, He was advised of the pending punchlist items to be completed. The Tenant expressed interest in taking possession of the unit upon  his inspection of the unit to determine whether it was completed to his satisfaction. Upon completion of plumbing and renovation work, the lease was offered for a commencement date of 10/22/2022. The Tenant accepted the offer and was not charged for any time that he did not occupy the unit.

  2) I was finally able to move in. However, before I moved in the windows wouldn't open. I was assured it would be fixed before I moved in. However, I had to constantly call them to have this fire hazard remedied.
  
  At the time of unit inspection with the tenant on 10/20/22, it was documented that the windows were difficult to open, but not unopenable. Management approved repairs to allow for windows to be more easily opened. Due to vendor illness and schedule conflicts, this could not be completed within the two days prior to tenant move-in on 10/22/22. The window repairs were completed in November, confirmed by the resident.

  3) There are large gaping holes exist in the ceiling below my apartment allowing cold air to enter. I was also told this would be fixed. Months later - work has not started.
  
  Following the bathroom renovation in unit 211, additional repairs were needed below the unit where the building parking lot gate is situated. The soffit & fascia was opened to complete necessary plumbing and remediation work. The space was sealed up following the completion of repairs. Following reports of noise and cold air from the Tenant, the landlord authorized the vendor to return to apply additional sealant solution in certain areas to provide some additional sound attenuation, which was completed on 12/22.

  4) I've filed numerous maintenance requests - they often are marked complete without work being completed and in one instance was marked complete despite an email communication from me stating the work was not completed.
  
  The Tenant has submitted four maintenance requests via the maintenance portal throughout the duration of the tenancy. While the vendor was onsite to address the initially reported issues, the Tenant did not utilize the appropriate method to submit repair requests, rather, he spoke to the vendor and issued additional items he wanted. Because these additional requests were not documented within the maintenance portal, the vendor did not perform the unauthorized work. All requests for maintenance must be submitted in writing and approved by Landlord prior to work being conducted. The vendor is not authorized to complete additional work without approval from management. Members of management were in communication with the tenant and reopened requests upon notification of incompletion.
  
  CONCLUSION
  Landlord was prompt and executed repairs within reasonable timelines. As a good faith gesture, Landlord authorized a $500.00 rent concession to be applied to December rent. However, ****** would like additional rent concessions and an apology from the Landlord.

• Initial Complaint

  Date:09/08/2022

  Type:Billing 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 am a condominium homeowner and Phillips Real Estate has been hired to manage my condominium ***. The *** enacted a special assessment in 2021 and agreed to allow owners to make the special assessment in payments. These payments were due by the 15th of the month. Starting in 2022, Phillips began charging late fees if the special assessment wasn't paid by the 5th of the month. They did not communicate this change in policy to homeowners. Phillips charged me a $25 delinquent fee in March for a late special assessment payment. They did not send me a statement for this charge. In April, Phillips took the $25 delinquent fee from my April dues payment. Then charged me a $25 delinquent fee because my dues payment wasn't paid in full. No statement was sent to me. In May, Phillips took the April $25 delinquent fee from my May dues payment. Then charged me a $25 delinquent fee because my dues payment wasn't paid in full. No statement was sent to me. In June, Phillips took the May $25 delinquent fee from my June dues payment. Then charged me a $25 delinquent fee because my dues payment wasn't paid in full. No statement was sent to me. In July, Phillips took the June $25 delinquent fee from my July dues payment. Then charged me a $25 delinquent fee because my dues payment wasn't paid in full. No statement was sent to me. In August, Phillips took the July $25 delinquent fee from my August dues payment. Then charged me a $25 delinquent fee because my dues payment wasn't paid in full. On 8/5/22 I received my first statement claiming I owe $124.96. I contacted Phillips on 8/10/22 about this issue and included an excel file of the accounting and what they did. They responded on 8/11/22 stating I was paying my dues payments late and sent a screen cap of our condominiums rules. They said they'd forward my request to the board for approval. I followed up weekly until I finally received a response on 9/7/22 that they would forward my issue to the board.

  Business Response

  Date: 09/19/2022

  The following is in response to BBB Complaint #******** from condominium owner (Homeowner) of Esplanade Condominiums that Phillips Real Estate mistakenly charged the Owner late fees:
  
  1. The first fine assessed was on 12/16 for the special assessment. Notice was sent out on 1/5 and the late fee waived on 2/22.
  2. The second fine assessed was on 1/16 for the regular assessment. Late fee was waived on 2/22.
  3. The third fine was assessed on 3/16 for the special assessment. A notice was sent out on 3/17. Late fee has not been waived.
  
  Per Homeowner: Starting in 2022, Phillips began charging late fees if the special assessment wasnt paid by the 5th of the month. They did not communicate this change in policy to homeowners.
  
  In review of the Homeowners ledger, late fees were not charged until the 16th of the month. There was no change in policy, therefore, no communication was necessary. Homeowner was aware of the due dates and late payment policy, as Homeowner was notified on the two prior late payment notices in December 2019 and March 2022.
  
  The Board approved waiving two other prior late fees (December 2019 special assessment and January 2022 monthly assessment).  In March, another notice was issued for late payment (Notice) which a $25 late fee was charged and deducted from the assessment (***************) paid. Notice was provided in March, ongoing balance information reflecting the deficit has been available through an online account and the payment policy for the community stated in the governing documents for the community. The subsequent $25 fees continued due to the non-payment of the first fee which had to be deducted, resulted in an ongoing outstanding balance.
  
  At this time, the Board for the ********************** will waive the subsequent fees for late payment, as a gesture of good faith.

  - Phillips Real Estate 

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, I would like the proof of the notices sent. When I access my online portal, it doesn't provide any accounting detail and never has. I also never received letters or printed notices until August as I mentioned. I'd like to see the proof of the notices "sent" to me.

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