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:02/01/2025

  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.

  I am filing this complaint due to PURE Property Managements negligence, unresponsiveness, and failure to meet basic property management expectations, resulting in financial losses for my rental property ****************************************************************. I request reimbursement of the following:Refund of Three Months' Management Fees PURE failed to provide essential services, including proper communication, billing, and lease enforcement. Their mismanagement caused significant issues, warranting a refund.Reimbursement of Cleaning Fees PURE charged me for cleaning services without proper justification. Given their lack of oversight, I request a full refund.Reimbursement of Lease Break Fee When my tenant broke the lease, PURE improperly charged me the lease break fee, stating I would be reimbursed only if the tenant repaid. As the management company, PURE should have enforced lease terms without shifting financial burdens onto me.Issues with PUREs Management:Billing Negligence: Utility bills went unpaid due to PUREs inaction, leading to late fees and even a bill going to collections.Communication Failures: My tenant contacted me through the *** multiple times due to PUREs lack of response. My own calls and emails were frequently ignored, and different staff members gave conflicting information.Negligent Property Management: PURE lost my keys and garage opener but dismissed the issue, despite documented proof of what was originally provided.PUREs mismanagement has caused undue financial and emotional stress. I expect a full refund of the requested charges. If unresolved, I will escalate this matter to regulatory and consumer protection agencies.

• Initial Complaint

  Date:11/25/2024

  Type:Sales and Advertising 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 rented from this company Oct 2022 up until march 2024. We requested maintenance from them upon move in, never fixed the problems. Would get brought up at inspections, saying theyll fix it and never did. This November I was trying to rent from another apartment complex and they said that we owe them over $1300 from damages on top of the $1550 they kept from the deposit. They never reached out about us having to owe anything to them. The damage left was easily fixable, ex broken blinds, bifold that needed to be popped back into place. We spent a long time cleaning the place before we moved out. We tried to get in contact about why theyre charging us that much but they havent answered any calls or emails from us. The one time I got to talk to someone on the phone she hung up on me. The one time my partner got an answer the guy had an attitude and didnt answer any questions and hung up. All damages left were easily fixable. The damage they say there was doesnt match with what was actually done.

• Initial Complaint

  Date:10/17/2024

  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 July 2, 2024, PURE Property Management turned off the hot water supply to the building in which I live. My unit was without hot water for 14 days. The same issue happened earlier in the year (April 2024), and it was resolved fairly quickly. In that case, there was a total ************* for two days. PURE compensated me in the form of rent rebate the following month ($50).This time, in July, not one staff member acknowledged my queries as to compensation. I was told that my property manager had been fired and they were in a backlog of transition. I called again a couple weeks later and was told they were awaiting the property owner's response. When I gave notice to move out, I inquired once again and was told there would be a credit. There has been no credit. In August, I spoke to a receptionist about move out procedures; I mentioned the water refund issue, and she said she would get back to me with an answer. She did not. In September, I spoke on the phone with my new property manager (**** ******) about move-out procedures, and I mentioned this unresolved issue once more. He said he would immediately email me a response that day. I have not received any email. Since moving out (Sept 30), I have called the office and left a message for him no less than three times. His phone always goes directly to voicemail, and he has not called me back, to date. I would like to know how and when PURE Property Management intends to compensate me for the dates without hot water. RCW 59.18.060 part 11 states: Landlord duties "provide facilities adequate to supply...hot water as reasonably required..." This is a simple request, not complicated. I have not appreciated the lack of professionalism on the part of PURE Property Management. I expect to see a refund forthcoming of no less than $350, which is a simple multiplication of 7 (2days times 7=14 days) if we use the April incident as precedent.

• Initial Complaint

  Date:08/01/2024

  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.

  Pure was managing my property when an elevator repair was needed. They scheduled a time with the elevator maintenance company to make the repair, but no one from Pure showed up. This incurred a trip and wait charge from the elevator company. Everyone I have spoken to at Pure, including the CEO ****, accepts responsibility for this charge, yet they only reimbursed me $968 for the $1185.60. I have been requesting this payment for almost two months. Most recently, I was assured by **** that I would receive the $217 difference owed "within a few days" when we spoke by phone on Tuesday, July 9th. I contacted **** again by email over a week ago, on July 24th, to follow-up, but he has not responded. I am simply asking for Pure to keep their word and for the difference to be paid as soon as possible.

  Customer Answer

  Date: 08/19/2024

  I saw the message just now that the complaint (ref # ********) was closed. I did receive a response on Friday, Aug 9 from them. They did not reference this complaint.
  
  They stated, "Accounting is processing a $217 credit that should be transmitted to you early next week."
  
  I was waiting for the amount to be received before closing the complaint. I waited all last week and as I expected, no funds were received nor any further communication from them. I wrote to them yesterday saying no funds were received and have not received any further communications from them.
  
  Thank you,
  ****
  

  
  

• Initial Complaint

  Date:06/26/2024

  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.

  We were leaving a property and the owners switched from Orange property management to NRB property management. Then in the middle of our lease they changed to Pure Property Management. When our lease ended we were unable to turn in the key due to no one answering the phone. When I pulled up to the office I saw I was literally a storage unit in the middle of an abandoned parking lot. No one was there. This was the first thing that tipped me off that this company was sketch.Then a few weeks after moving we finally get an email detailing the work that was going to be done along with the final bill. It took a few days of back and forth but I was finally able to confirm that we would be getting a $175 deposit back. Well, we still havent received it. Its been 3 months. No one has answered my calls or emails.

• Initial Complaint

  Date:06/25/2024

  Type:Billing 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 went to rental company in ****** to set up my rent payment and with the help of someone in the office it was set to pay automatic on the 6th with approval from office. About a year later I receive notice that I owed money on my rent. I tried calling the office several times, but no response. I went to the bank to check the automatic payment and bank confirmed that my payment was still set up and they were paying the full amount as scheduled. The notices I received was for failing to pay rent and or utilities and or recurring or periodic charges that are past due. I went to ****** office and I spoke ***. I explained to her that a year ago, with the help of an employee in the office, I had set up automatic payment on the 6. I stated that I would not pay the fine because that was the agreement in place for months and had been approved. She told me that my due date needed to be changed to the 5th of the month. I told her fine, the date can be changed, but I will not pay the late fee because that was not my fault. She changed the payment date to the 3rd of the month. *** then said that she needed to check with the owner about the late fee and would let me know. I emailed again because I received another notice and no word about the status of my situation. *** told me that she had emailed the owner and let me know. I received an email asking me to pay the fine. I have $600 in late fees. I started getting late fees in October or November up until March. The letters they sent me, didnt say my rent was posting late. It took me months to figure out what the issue was and all this time I was accruing late fees. I have paid my rent every month. and once I learned that I should change the payment date that was approved by them over a year ago, I did. I would like to file a complaint for the property management-Their mailing is ***************************************

• Initial Complaint

  Date:01/31/2024

  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.

  Pure Property Management of Washington manages my rental property.Pure Property Management failed to get a Lease Agreement in place in June of 2023, the current tenant has not paid rent for 7 Months, and Pure Property Management has failed to evict the tenant. They are not giving information on when the eviction will happen and are not forthcoming on any communication from the tenant. They are not returning emails or phone calls. I am waiting for a response from them or their attorney on what the next steps are.

• Initial Complaint

  Date:05/06/2022

  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.

  Yes we keep contacting our landlords about a mold problem in our apartment for several months and they keep telling us they will get a hold of us but nothing happens since the owner of this said property will not approve of the maintenance

  Business Response

  Date: 05/21/2022

  During an inspection of the tenant's unit on April 29, 2022, the tenant and his brother (also a tenant) were informed that it is important to keep air circulating in the bathroom when in use.  None of the bathrooms in the apartment complex have ceiling fans and all tenants are instructed to open the window when using the bath and shower.
  

  Recently, the tenant reported mold in the bathroom and complained that the bathroom fan did not work.  The tenant was informed that there is no ceiling fan because there is a bathroom window and the window should be opened when the tenant is showering or taking a bath.  The tenant stated that he did not want to open the window while showering because of the neighboring unit across from the window.  In response to this concern, the tenant was instructed to open the bathroom window after showering to allow the heat and moisture to escape.  The tenant was also instructed to perform regular cleaning of the bathroom by wiping down areas to prevent dust and mold.  The tenants were provided with wikiHow link which provides instructions on how to remove mold from bathroom.  How to Remove Bathroom Mold: 15 Steps (with Pictures) - wikiHow. 
  

  On May 20, 2022, I met with both tenants to discuss their concerns. The tenants agreed that the bathroom window could be opened halfway while showering because when opened halfway the neighboring unit could not seen into the bathroom.  During the meeting, the tenants were also informed of the importance of wiping condensation from the walls and ceilings and keeping the bathroom clean and sanitary.  The tenants said that they had viewed the wikiHow video on How to Remove Bathroom Mold and were going to the store to purchase the cleaning products.  It was a very productive and enjoyable meeting!
  

  The tenants were also reminded that their lease requires them to clean and dry visible moisture on walls and other surfaces and to allow air to circulate in the premises. Below are the relevant sections of the lease agreement:
  

  3.2 MOLD NOTIFICATION (page 7)
  8. Tenant(s) agrees to clean and dry any visible moisture on windows, walls, and other surfaces, including personal property, as soon as reasonably possible. (Note: Mold can grow on damp surfaces within 24 to 48 hours.)
  

  10. Tenant(s) agrees to allow air to circulate in the premises. If both front and back windows are cracked open, air circulation can take place in order to allow interior moisture-laden air to be replaced with outside dry air.A simple rule of thumb to judge whether your air exchange program is working is to observe the inside of your windows. If the windows are dry and clear, your program is working. If your windows are fogging up with condensed moisture on the inside, your program is not working and you need to ventilate better. 
  

  12. Tenant(s) agrees to pay for the remediation of any mold caused by Tenant's negligence or failure to comply with the Agreement and Lease Addendum.
  Should you have require further information,please do not hesitate to contact me ******************************* or *****************************.
  

  Thank you for allowing us the opportunity to respond.

  
  All the best,
  

  *****************************, Managing Broker