ComplaintsforFull Service Property Management PLLC

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date- July 7th 2024 I had a highly disappointing experience with Full Service Property Management. Initially, the terms seemed straightforward when we discussed renting a property. My partner and I both left the viewing feeling like we were being scammed. However, as the process progressed, additional charges that were not part of our initial agreement began to surface. Specifically, the introduction of a $40/month RBP and adjustments to the base rent made the financials unclear and complicated. We submitted our application and paid $80 fee for both of us, and then were told if we didn't submit a holding deposit of $500 they would not consider our application. We paid the $500 We sought clarity and consistency in our rental agreement, but the changes and additional fees created a sense of uncertainty. Consequently, we decided to pursue another option that better aligned with our expectations and budget. Despite requesting a refund of our $500 holding deposit due to these issues, our concerns were met with defensiveness and an outright refusal from ***************************, the Property Manager.***** stated that all charges were listed on the ad and website and blamed us for not raising concerns earlier, despite the fact that these charges were introduced later in the process. Her response was dismissive and suggested that forfeiting our holding fee was our fault for backing out after being approved.The handling of our concerns and the overall lack of transparency in their processes left us feeling mistrusted and undervalued as potential tenants. This experience has highlighted serious issues in their service and communication, making it difficult to recommend Full Service Property Management to others.

  

  Business response

  07/12/2024

  ALLLLL of our charges are clearly communicated in the second to last paragraph of each ad under the paragraph title "Terms".  Under the terms paragraph are all of the terms of the lease.  The paragraph is pasted here.

  "Terms: 10-month lease. $2200 security deposit; $25/mo. Septic utility surcharge; $400 admin fee; $40/adult app fee. $40/mo. Resident Benefits Package. Last month's rent staged over 4 months to ease the burden. No pets, ***************** required, $500.00 holding fee will hold this home for you while screening is completed."

  It appears the complainant did not read the ad fully before handing over the $500 holding fee.  Likewise, it appears the tenant did not read the Holding Fee Agreement (attached) which states if the applicant refuses to accpet the rental they lose their holding fee.  The agreement specifically lists out a $25/mo. septic surcharge and a $40/mo. Resident Benefits Package.

  After signing the Holding Fee Agreement on July 7 at 1:16 p.m., and depositing the $500 holding fee on July 9, the complainant then made an application on July 10 and paid $80.  The tenant paid all funds AFTER signing the Holding Fee Agreement and agreeing to the terms in that agreement.  We have no idea where the $3 comes from, but we consider it frivolous, as is this complaint!

  When the applicant finally discovered there was a $25/mo. septic fee and a $40/mo. Resident Benefits Package -- both of which were clearly stated in the ad and again on the Holding Agreement -- the tenant decided to select another property and move into that.  The tenant is upset that she did not read the documents completely and is taking it out on us and trying to recover monies from her mistakes.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 8th, I received a collection notice on my credit from snap recovery. After back and forth with snap recovery it was found to be done from an appliance repair company. Full service property management facilitated the repair and replacement of the appliance with the home owner. Keep in mind I was renting the house at the time. I should not of been directly tried to be billed by any appliance company or had my information sent as a collection notice. Let alone I have not lived in that house for over 2 years. These fees should have been handle by full service property management and the home owner as it was maintenance done for the house I was renting. This is now causing issues and effecting me with things that utilize credit due to the false collection.

  

  Business response

  07/12/2024

  We called ****** to discuss the details. We reviewed our work order ,  We then called Mr. ********** who gave us little info. They did not have any information that it came from Full Service.  They only had *******'s info.  We then called Snap Recovery (multiple times!) who reported the collection to the credit bureau.  We finally got it sorted out and paid the bill over the phone.  We explained to them we should have paid it and not ***************************.  This cleared it off his account.  We called ******* to let him know it was taken care of.  He was thankful.  We forwarded the paid invoice to ******* so he would have a record in case it ever sneaks back on to his credit report in the future. 

  As with most things like this, it was a case of misunderstanding.  The vendor (Mr. ********** thought ******* was responsible and never billed us.  We did not have a bill to pay so it just sat and went delinquent.  Thanks to *******'s affirmative action we got it resolved and all is good..

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Full Service Property Management to start managing a newly built townhome I owned. They assigned property manager **** in February 2024. I was emailed March 17th, 2024 by *********************** the Owner of FSPM and informed I was assigned a new property manager *********************************. On April 15th, 2024, I was called by ************************* and I was informed that Full Service Property Management would be dropping me as a client. She informed me the move out inspection had been performed on April 13th, 2024, by *******, that ******* felt very unsafe at the property and felt uncomfortable with the way he was treated by the tenant. I was then left scrambling to find another property management company to handle this property. Approximately 3 days later I was emailed by ******* that they wanted to keep me as a client. At this point I did not feel confident in FSPM's ability to manage the property. ******* provided me with a move out inspection report in email that did not have any signatures or any information regarding the condition of the property just photos which did show damage and a work order for recommended damage repairs that showed the tenant owed $500. I was working with the tenant on my own to provide the final paperwork for the return of the security deposit. I was informed by the tenant in our correspondence that ******* had sent her paperwork showing nothing was owed by her and there were no damages. This directly conflicts with the paperwork Tristen sent me, the owner. His incompetence created extra expense as I had to resend certified letters to the tenant and updated checks reflecting the new amounts. Now I have no recourse for the $1950 worth of damages that the tenant did to the property because ******* signed off on all the paperwork to the tenant that nothing was damaged.

  

  Business response

  05/15/2024

  Hi *****.

  First off, we are extremely sorry for the misunderstanding and inconvenience this has caused you.  We onboard 100+ clients a year and rarely have any issues.  But even one is too many.  Our ***** apologies.

  I just read a great quote from *****************************, "The single biggest problem with communication is the illusion it has taken place."  I am not denying our culpability in the communication, and I apologize for it.  I also know that communication breakdowns are usually a 2-way street.

  Regarding your concerns, we are sorry for the flip-flop on whether we would manage your property.  That was quite strange -- I cannot recall us ever doing that.  Property management is a service industry.  In this case we had let go an under-performing property manager and hired a competent one right about the time you came on.  I think you are (understandably) confusing Tristen being new on the job with incompetence.  he is quite competent.  We should have had more oversight over the new hire and we may have been able to avoid the flip-flop.

  As for the move-out inspection, we sent you the photos first and did eventually send you the fully signed move out inspection to you when you left us.  If you do not have it or cannot find it then please let us know and we can provide it to you.

  At the crux of the whole turnover is the fact that the lease you provided us did not include a move-in inspection.  We were originally going to charge the tenant $500 for patch and paint.  We could not do this because without a move-in checklist the tenant is allowed a full return of his/her security deposit, under RCW 59.18.280.  It is WA state law that all leases need to have a move-in checklist (at the least), and preferably with photos.  Our hands were tied without a move-in checklist.  I am sorry.  

  Because we woudl have recovered at least $500 in damages from the tenant had we been supplied a move-in checklist, that was not on us and we do not feel obligated to refund you monies for repairs.  Again, I am sorry for this whole ordeal.  I am sure it has been trying on you.  We wish you the very best with your new management company and future rental aspirations.

   

  Customer response

  05/15/2024

   
  Complaint: 21711355
  
  I am rejecting this response because:
  You did not provide competent property management. I was given inaccurate information and no inspection report with signatures or condition of the property. 

   

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

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 22, I received an email from my property manager (**), stating the fans are having issues and need to be replaced. She said, "The cost for this will be around $500 for the fixtures & labor to install."On July 7, 2022, I received a bill for the fans that didn't add up. ** had purchased 3 sets of fans ($428.73, $462.70, and $428.55) and then returned 2 sets of fans, but I was charged $574.52, which isn't the cost of any of those fans.Turns out there was a 15% administrative fee (which ended up being $111.82) per the property management agreement (**A) that I didn't remember, but they graciously removed the 15% extra charge. On August 15, I received a final statement with a charge of $928.72 for the labor of installing the fans. If you refer back to the first email, the ** stated it would cost around $500 for parts AND labor. Per the **A, the ** is notify me for repairs that cost greater than $500. She did notify me that it would cost around $500, which I agreed to, but this final cost is nearly $1500, which I did not agree to.I'd like the business to refund me the $928.72 because they did not tell me about this extra cost as per our **A.

  

  Business response

  08/30/2022

  I am sorry you felt upset enough to file this complaint with the BBB.  These sorts of things inevitably derive from unmet expectations through poor communication.  It is an unfortunate part of business as it happens even to the best of companies.  We are sorry your expectations were not met.

  Regarding this particular maintenance issue, it appears you have held on to the original estimate even as the scope of work for the project changed.  The original estimate for the work was actually $600, and not $500 as you claim.  It appears the miscommunication/misunderstanding started at a very early stage for this work order.  The estimate was based on our in-house handymen installing the two fixtures.  We bill out our handymen at a steep discount (43%) to an electrician in order to save money for our owners.  

  It was conveyed to you early on that our handyman could not install the fixtures, and that we would need to hire an electrician.  I believe our staff is culpable for not making perfectly clear that this change would increase the cost.  It was communicated to you that the fan cost alone was $400.  Our property manager may not have explicitly updated you with a new estimate.  For that I/we apologize. 
  

  I constantly remind our staff and anyone else who will listen that we are a communications company first and foremost.  But we aren't perfect, and "things happen".  In this case, the electrician could not install the fans with just one electrician -- it required two.  That doubled the already hefty labor cost from them.  We did not have that information until we received their invoice.  When we learned of this, we credited you our usual mark-up, and applied it to the installation of the fans in your rental.  

  I have been doing maintenance in rentals for over 35 years, and while it is rare for repairs to exceed estimates by such a large amount, it happens. Again, I am sorry it had to happen to you. We would like to offer you another credit for $203.84.  This credit will leave us with covering just our hard costs the fan cost and the electricians labor.  Our time (both our property manager as well as our maintenance technician) will be forfeited.  We do not expect this will ameliorate the frustration and anguish this project caused you, but we hope you can find some satisfaction knowing that the fans were installed at the lowest cost possible.

  
  Please be apprised that on a general level, we have found maintenance costs -- particularly with vended contractors -- have increased considerably this year due to both supply-side issues, labor shortages, and inflation.  Heck, just finding a contractor to go out there and do the work was half the battle!  Our in-house handymen help fight those costs, but only when we can work on a project. 
  

  Thank you for your patience and understanding.  We wish you the very best with your rental going forward. 

*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. ↩