ComplaintsforHometown Property Management

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We lived in a rental property managed by Hometown Property management for 4.5 years. We were always on time with rent and passed the every 6 month inspections. Upon move out they decided we owed nearly $8000.00 in "damages" on top of our deposit, which they also kept. They said the flooring had to be replaced (the carpet was aged out before we moved in and had patches in it that had been cut out of closets. We paid to have the house and carpet professionally cleaned and provided receipts. I submitted move out pictures, which I submitted to them as well as a letter from them stating our final move out cost was $1600. They continued and submitted the complaint to the courts to proceed to garnish wages. They've recieved around $4000 from us so far deposit included for the alleged damage. The resolution we would like is for them to drop the remainder of the money that they say we owe and 0 our balance. We were good tenants or they wouldn't have continued to rent to us and allow us to resign a lease. We purchased a home or we wouldn't have moved. They gave us a good reference for our home purchase. This is the first rental in which we didn't have our deposit returned. I went a month without an oven and had issues getting repairs done. It's been a nightmare I wouldn't wish on anyone.

  Business response

  01/19/2024

  The ********** did live in the home for 4.5 years and were offered lease renewals. The offering of a lease renewal is not an indication that a home is in perfect condition. There are many variable that are considered when deciding whether or not to renew a tenants lease. A move out inspection was conducted when the ********** vacated the home and the condition at move out was compared to the condition at move in. Several items a tenant is expected to take care of, prior to vacating, were not done. This included carpet cleaning, house cleaning, and yardcare, and their final utility bills. There were also some damages attributable to the ********** that needed repaired. The total cost to items the ********** were responsible for totaled $7,165.34. After their deposit of $1,987.50 was applied to charges, there was a remaining balance of $5,177.84. The ********** failed to set up a payment plan with us regarding the balance due, so the amount was sent to collections. While in collections, we came to a settlement agreement with the ********** to accept $3,000.00 for satisfaction of the amount owed. The ********** failed to pay per the accepted offer. The collection company has had to take further measures to collect the funds, including garnishment. We have worked in good faith to settle this matter with the **********, but they have failed to perform on what they agreed to. No reduction was necessary, as all amounts were supportable by documentation in the move out and move in inspections. We have already negotiated in an effort to put an end to this matter that would work for all parties involved and come to an agreement accepted by all parties. We are not able to negotiate any further on this matter. 

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The rent contract will end on November 1, 2023 but we need to move out before it ends. We moved out of the rented house on April 8, 2023. They started cleaning and minor repairs on third week of May 2023. The house is on the market on the 4th week of May. They delayed the minor repair and cleaning knowing we will be paying the fraction of rent until it will be rented again.

  Business response

  06/20/2023

  HPM did not try to delay the repairs of the home. We take break lease situations very seriously and try to get the homes ready and relisted as soon as possible. We received the keys from our drop box on 4/10/23. The inspection was completed on 4/13/23. We perform several inspections a month and this one was scheduled as soon as possible after receiving the keys. Work orders were entered on 4/14/23. The initial repairs were completed 4/18/23. Touch up painting was necessary in the home,unfortunately in the Spring and Summer months, painters are booked out. The painting was completed 5/3/23. House cleaning and carpet cleaning were scheduled to be completed by 5/10/23. Unfortunately, the vendor was delayed, and that work was completed 5/23/23. We completed the advertising for the home that same day, 5/23/23, and it was listed online 5/24/23. These are normal challenges we face when preparing a home to be re-rented. We worked to get this completed as soon as possible.

  Customer response

  06/29/2023

   
  Complaint: 20115105
  
  I am rejecting this response because:20 days before we left the house we informed the office that we will be leaving on april 8 we dropped the keys same day and that was weekend. In that span of time I think you already have contacted to booked for painters. Month of April and May we never received any emails or calls from your office just to let us know what is the status of the house. In fact I am the one who kept on calling in your office to ask when would be the best time to check the house because I have a friend who was interested to apply as renter but you kept on saying that the cleaning is still going on. You never mentioned about the painters were booked out and that the cleaning were delayed that's why we are wondering why it takes so long to clean the house. 
  
  We understand your rules but the days that you accomodated were too long just beacause the cleaning were delayed or the painters were booked out. If we just knew we could refer some friends to clean and paint tha house.
  
  We are asking a favor if you could just wave our payment even if it's only for 1month. We have a deposit of $3,000 which I thought we can just add a little but it was used up just for the repair of the house.
  I understand your side I hope you will understand us too. 
  
  Sincerely,
  
  ***********************

  Customer response

  07/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We contracted Hometown Property Management (HPM) to rent our house while we were posted overseas working for the **************** at the ************************, ********** - a two year assignment. We began our assignment in February 2021 and ended it in February 2023.When we returned to our house in February 2023, we immediately noticed damage in excess of normal wear and tear. The most significant was damage to a bathroom floor, which needs replacing, and to the stove, which has significant scratching to its surface, broken heating coils, and burned insulation. The stove was in perfect condition when we handed the residence over to HPM.We initially agreed to an offer from HTM to replace the glass stove top for $300 (re-negotiated to $400), however, this was before we noticed the broken coils and burned insulation.In addition to the foregoing, we are working with HPM to clean the carpets in the house, which are spotted with paint and (apparently) dog urine; replacing shelving the tenant took with him when he left; and cleaning up the yard.I also became aware that HPM twice submitted erroneous inspection reports to me: One report dated 8/11/21 repeated exactly the information from the report I received on 5/10/21 (text and photos) and another report I received dated 1/3/22 repeats the same information (text and photos) as the report I received on 9/10/21. This suggests to me that the inspections stipulated in the contract were never performed and I believe HPM has committed fraud against us.My asks from this out of HPM:1. Replace stove (stove+installation+removal);2. Refund of management fees collected between 9/10/21 and 2/22/23 as the inspections were never performed;3. Completion of all outstanding works to the house to our satisfaction or $1500 for us to contract the work ourselves;4. A one-time payment of $2000 for our pain and distress.

  Business response

  03/14/2023

  TBBB ID ***************** from Hometown Property Management
  
  Hometown Property Management has managed the home located at ************************************************************** for two years.  The same tenant had lived in the home the entirety of the management.  The homeowners informed us of their intent to move back into the home in November 2022 to be occupied on or about March 1, 2023.  Hometown then provided 90 day notice to vacate to the tenant,terminating the lease on February 28, 2023.
  
  The tenant gave notice to vacate for February 16, 2023,however did not turn in keys to Hometown until Wednesday February 22,2023.  Because we were aware of the owners intent to have their son and possibly themselves move back into the home as quickly as possible, our property evaluator emailed the owner to let them know that the tenants were delayed by several days in turning the keys in.  The owner thanked the evaluator for the update.  The tenant finally turned the keys in and the move out was completed on 2/23/2023.  While on site, the evaluator emailed the owner with general observations of the condition of the home. He also apologized for not coordinating with the owners son to be present at the move out walk through, due to scheduling conflicts.  Our evaluator shared the move out inspection report with the owner.  He emailed and called the owner to discuss the items that needed to be addressed, with no response.  On 2/24/2023 the owners son picked up the keys to the home and was informed that *** is still in process of getting work done.  However, we were still waiting to hear from the owner.  As to not delay the process, it was decided that *** would have the home and the carpets cleaned.  Our evaluator met the home owners on March 1, 2023 to walk through the home and note the areas that repairs were needed.  The evaluator explained that we are still working on the home and some items that the owners wanted repaired would be considered normal wear and tear and therefore couldnt be charged to the tenants deposit.  The owners were not satisfied and explained they would like to speak with a supervisor.  On March 3, 2023 the owners met with a supervisor to discuss items they were concerned about.  *** is in process of having the home re-cleaned,the carpets re-cleaned, repair of the bathroom floor due to water damage (minus vinyl repair due to its age), and yard clean up. After discussion, it was agreed that the scratching on the glass stove top may be beyond normal wear and tear and the tenant will be charged $400 for a new glass top. The owner stated that the stove is 20 years old.  They noted that a coil is broken, which would fall under owner repairs as a maintenance item. *** also retrieved the missing shelving from the tenant. Upon trying to reinstall the shelving, the owner was argumentative and the shelving did not end up being installed. The shelving is currently at the *** office.
  
  Addressing the issues of this claim
  *** was not allowed to follow our normal process once a tenant moves out to include coordination of any repairs, cleaning and carpet cleaning. The owner informed *** to return keys to their son. When the owners son picked up the keys on 2/24/2023, our evaluator explained that there are still things needing done at the home. We also, were unable to get a hold of the owner about the maintenance items found during the move out inspection.  Some items are considered normal wear and tear and therefore cannot be charged to the tenants deposit.  Because of these instances, our evaluator tried many times through phone calls and emails, to ask the owner what items they approved getting repaired.
  
  *** conducted a 90 day general inspection, that was shared a couple of times.  It does not constitute fraud in doing so.  There are several reasons for doing this: it may have been requested to be shared more than once or there may have been pictures or notes added.  It is true that an inspection was not done in 2022.  Unfortunately, Hometown was still trying to catch up with our inspections due to the Covid 19 rental restrictions placed on our company for the two previous years, not allowing them.  However, the home was well taken care of during the two years of management.  The tenants paid their rent on time and rent was collected every month. In two years, rent was late only twice, but collected each instance.  Throughout the two years *** handled maintenance issues that arose. Owner distributions were disbursed on time every month.  There were no exorbitant expenses or maintenance issues that the owners were not informed of.  Hometown Property Management has done nothing wrong to warrant reimbursement for 2 years of management fees. 
  
  All current turnover work is in process and will be completed soon. 
  
  There is no claim for pain and distress.  Hometown was not given the opportunity to complete our process fully.  We attempted to walk through the home with the owners to go over the items that still needed addressed. 
  
  Further documentation of employee encounters with the owner can be submitted, if needed.   
  ell us why here...

  Customer response

  03/16/2023

   
  Complaint: 19562347
  
  I am rejecting this response because:

  HPM apparently does not understand the basic complaint here. By not providing home inspections - and representing that it had - HPM deprived me of the right and ability to make informed judgements about my house and its fixtures Had I known that there was damage to the stove, and the rug, and the bathroom, et cetera, I would have been able to take action regarding the situation. As it was, I returned to the house thinking everything was in good shape, when in fact, there were some serious issues. For example, it now turns out the tenant was keeping a dog at the residence although we did not allow it.

  While I understand the concerns about COVID, it would have been possible for HPM to inform me that it was not possible for them to inspect the house. Totally understandable. But instead, I was presented with documents stating HPM had been to the residence, inspected it, and done their due diligence. These documents were false.

  I also point out that every concern of the tenant to make repairs was handled promptly by HPM together with me (hot water heater, e.g.). COVID did not slow these actions.

  While *** properly points out that the management fees include accounting, a percentage of them obviously goes to pay for conducting and writing up home inspections. I have no quarrel with HPM's accounting. I am willing to accept a settlement for a portion of the monthly rate to cover non-performance of the inspections. This seems fair. I do not believe I should pay for a service HPM did not provide (by its own admission).

  Similarly, any of the repairs we request are made in light of the fact that I learned about them only up arriving home from overseas.

  A final note: My son requesting keys to the residence seems irrelevant. Nobody prevented HPM or its contractors from entering the residence at any time. In fact, they still have the lock box on our front door.

  On the other hand, HPM knew we wanted to take occupancy on March 1 but was still working on the residence when we arrived. This necessitated an additional night's stay in a hotel. Also, although HPM knew we wanted to take occupancy on March 1, it did not inform me of the 21-day cleaning window it leaves itself. I would have been able to plan for this had I known about it. Another expense to us.

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

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