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:04/11/2025

  Type:Service or Repair 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.

  During the time of moving out of the property, my husband and I faced a series of disturbing events from this company, including showing up to our home without legally required notice of a home tour. Then refusing to leave and still conducting the tour despite us asking them to reschedule. In addition to this, I paid over $900 for cleaning services, and provided receipts to the Maple Leaf. The house was spotless when i left it, and they still deducted $485 for a "cleaning fee" despite no cleaning being required. Now they have refused to get back to me, or acknowledge my concerns in any manner, and the property manager Coco ******* and her management have become unresponsive, and refusing to support me. I am seeking legal reconciliation and demand attention to this wrongful treatment.

  

  Business Response

  Date: 04/20/2025

  Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconveniences you faced during your move-out experience. We understand how important these matters are, and we're glad that we could come to an amicable conclusion.

  As a goodwill gesture, we have refunded the $485. Your satisfaction is our priority, and we are continually striving to improve our services based on feedback like yours.
  If you have any further concerns or questions, please dont hesitate to reach out directly. We appreciate your understanding and thank you for allowing us the opportunity to make things right.

  Customer Answer

  Date: 04/22/2025

  Hi there, 
  
  Ive reached a resolution with the business (Maple Leaf Management), and upon reflection, I recognize that my complaint was submitted in haste. It is no longer relevant or necessary to pursue.
  Could you please assist in closing this complaint?
  Thank you for your support,
  Zaina

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair 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.

  MPLM was managing our home since July 2021. February 2024 we were alerted to a plumbing incident. On February 10, 2024 we were notified that there was a plumbing issue at our Shoreline house. There were three steps that were needed to deal with this issue. Fix the plumbing Remediate for mold prevention Repair damages to the floor and trim in the house. Two of the three tasks, Fix the plumbing and Remediate for mold prevention, were completed within two weeks of the incident. As of 07.15.2024 the third task, repairing the water damaged areas, is still not complete. At no point was it communicated to us that the degree of the repairs were outside the scope of our agreed upon management duties so we continue to wait for progress and action by the *** Our understanding of the agreement with MLPM is that we could not retain contractors to perform repairs or maintenance services for our house, nor could we contact, deal with, or negotiate with the current tenant renting our house concerning any matter related to the management or leasing of our house (including the needed repairs) but refer all such dealing to the *** These contractual agreements resulted in our inability to take action; we could not personally have access to the house to assess damage nor coordinate vendors for estimates or repairs. These repairs are still pending and we are incurring financial loss and are unable to get a new tenant in due to their negligence. In addition, we did a walk-through after we received the post move-out inspection report and we noted our fence was damaged in two places. When I notified MLPM that this had occurred, they said it was not noted by the move-out inspector so it must have occurred after the tenant move-out and inspection. I reviewed the pictures of the inspection and the fence damage was clear in the photos. This damage has obviously been there for some time and we were not notified of damage to our fence.

  

  Business Response

  Date: 08/07/2024

  To whom it may concern:

  As mentioned in the complaint, the client encountered issues with two items.

  First, the issue of reconstruction due to a water leak. The owner is correct that, per our property management contract with the owner, the owner cant access or negotiate with the tenant directly.  The owner can, however, view the home and damage with the property manager. Our property manager must abide by all the Washington State Landlord Tenants laws when dealing with the tenant, such as giving notice to vendors to enter the home and always ensuring legal compliance.
  When it comes to obtaining vendors, owners often make recommendations.  In this case, the owner did not offer any vendors.  The property manager obtained bids from several vendors and shared the bids with the owner and the timelines. One of the vendors was the same insurance-recommended vendor that had done the remediation, and the other was a general contractor. Despite several attempts to ask the owner to select and approve a bid, the owner stopped responding to our property manager. We did not approve the bid since the owner submitted the claim through insurance, and ultimately, the owner needed to give us direction on how the work would proceed.   If one of our vendor's bids had been approved, the work would have been completed promptly.   We want to emphasize that we made every effort to involve the owner in the process, and we do not feel we contributed to the owner's financial loss due to a vacancy.  Also, the owner terminated our contract on July 1, 2024, twelve days before the current tenant moved out, so we no longer have access to the home to market.

  As for the fence, this is not tenant damage. The separation of the panel is due to the advanced age of the fence and the wood separating from the hardware as the wood dries out/rots, so we could not have charged the tenant.  However, we missed this on the Move-Out Inspection report. We understand the owner's concern and frustration and assure you we take her feelings seriously. As a goodwill gesture, Maple Leaf will compensate the owner for replacing the panel.  A 6 x 8-foot fencing panel at ********** is $129.00, and it would take about two hours of labor to install.  We will forward $400 to the client for the cost of the panel and installation.  She can also choose to have it fixed with the funds.
  
  We sincerely regret any misunderstandings and inconveniences caused and trust this resolution will effectively address the issue. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22059588
  
  I am rejecting this response because:

  I appreciate the acknowledgement regarding the negligent management of our broken fence, however, Maple Leaf Property has not addressed the primary issue of the repairs not being conducted in a timely manner; when I submitted my complaint I provided pictures and timeline to support my grievance.  They have not taken responsibility for the mismanagement nor supplied any documentation that supports their denial of accountability. 

   The repeated property management delays caused an increased financial burden on us as the owners of the house.  This is why I am asking for reimbursement of the management fees I incurred during the time from February through the termination of our agreement. 

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

  

  Business Response

  Date: 08/23/2024

  Regarding the complaint from ************* concerning her property at **********************, we acknowledge her grievances. However, we do not believe that the owner will be open to any settlement regarding the management of her home. We apologize for any miscommunication that may have occurred, but we also wish to avoid escalating this situation further.

  
  There was extensive correspondence between the property managers and our office manager during this time, and revisiting these events would be time-consuming and distressing. As a gesture of goodwill, we are willing to offer a $1300 settlement to the owner. However, we maintain that we did not neglect our duties in managing her home and believe we exceeded the responsibilities outlined in our property management agreement.

  
  To demonstrate the scope of Maple Leaf Property Management's duties and the additional work performed, we have compiled a detailed timeline of events and supplemental documentation. We value our relationship with our property owners and are dedicated to addressing concerns promptly and effectively. Unfortunately, we were unable to reach a mutual agreement on the events surrounding the property's reconstruction.
  

  We acknowledge that we were not a good fit for ************* and we wish her well .

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although their timeline is missing crucial acts of prevarication that were conducted via text they do acknowledge the poor management of their contracted PM and this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:03/20/2023

  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.

  Our lease started December 1, 2022. When we moved in the home was not in the condition we expected a rental to be as well as was lied to that it would be in working order. Though our lease started on December 1st, we didn't move in until December 11th as we relocated from *********** and that was when we arrived. Upon moving in we found many lights not working, electrical outlets not working, doors missing from the hinges, a hole in a closet door, Ring system in owners name for weeks, owners TV still on the wall, roof deck in horrible condition. Once we were moved in we learned that the heat also did not work. We contacted the leasing company about all these above issues. It took them over 6 weeks to get the house to the move-in condition we expected as well as the heat to work which still has issues. The heat was only properly fixed to the standard of ******* once I reported the house to the ******* ********** of Inspections. An inspector came out here and ordered the owners and management company to fix the heat properly and immediately. Since the heat has been fixed it has broken again on more than one occasion. They also only were able to fix the heat by getting permission from the city to raise the temp of the water heater over 60 degrees which I believe we are now paying a lot more money for because of this increase which should not be our problem but that of the owner. The heat does not heat the whole house evenly. We can only heat one floor at a time but not all 3 floors which we were never told in the lease or prior to moving in. In fact the leasing agent repeatedly told us they had this amazing new heating system which according to the inspector is not that great at all. Once the heat was all fixed as well as all the other issues we were finally able to unpack 2 months in and really set up our home and get ready for our baby which arrived on 2/27. We had over 100 boxes piled high in our 2 car garage and had our car on the street while we were cleaning out the garage so that we could then put our *** into the garage as I didn't feel safe with it on the street. Finally we get all cleared out to learn that we couldn't park it in the garage as the driveway was too narrow and required 20 minutes to get it and another 30 minutes to get it out. This is a 2 car garage and cannot get one car in let alone 2 cars and now our car is parked on the street. I was very excited to be able to also use it for the convenience of having a family but now that too has become a pain. I contacted the city and they sent an inspector here who said the driveway had to be at least 10 feet wide but was under 9 feet. The city said that unfortunately somehow they passed their inspection and didn't really care that we can't use our driveway or garage. This morning, March 20th, my wife woke up to go into the nursery that we spent a lot of time and money setting up to feed and change our baby girl to see that it was raining in the room. I immediately called the leasing company as they claim on their website they have a 24/************ to learn that was not true. As we were very concerned for our safety I called 911 and the fire department was dispatched to our home at 4am. They said that the house was not going to collapse but that there was definitely damage, visual flashing on the side of the house and that most likely sheetrock to be replaced. When I finally got someone to call us back from the leasing company they didn't send a professional but a handyman just as they have with other problems. The guy who came said the same thing as well as pointed out that it seems there has been damage before that the owners may have just painted over to get the home rented. The handyman ended up just trying to but a silicone sealing to temporarily halt the leakage until they get a professional to come out. Now the room smells of chemicals, the bookcase has water damage, the carpet is damaged and now there are fans blowing in there and we are out of a nursery for our baby. There is visual damage to the walls, carpet, window and outside of the home.

  

  Business Response

  Date: 03/29/2023

  Maple Leaf Property Management values positive relationships with owners and tenants as the underpinning for a successful tenancy. Maintenance issues can present themselves at any property at any time. Both owners and tenants need to have realistic expectations about the timing of repairs. We make all possible efforts to address repairs in a reasonable and legal time frame, guided by the **************** and ******* Landlord Tenant Laws outlined in RCW 59.18.070. This information is included as part of the Lease Agreement (on page 40 of the lease that tenants signed) and we have listed below.
  Regarding timing for repairs, please note that the time limits listed below reflect the time a property manager must assess and initiate a repair. The repair does not need to be completed within the allotted time.
  
  24 hours: No hot or cold water, heat, or electricity, or imminently hazardous to life (to start repair)
  48 hours: No use of refrigerator, range and oven, or major plumbing fixture (to start repair)
  10 days: Everything else (to start repair)
  
  The tenants moved into the rental property on December 10, 2022 expecting everything to be perfect. Their expectation is that, when they call [any number] at any time, someone will respond immediately to their request. They have called the ************************************************** at least three times during the three months of their tenancy to demand inspections for various issues. The *************** has not found any violations or issued any citations.
  The *************** has also recently acknowledged that the property has passed the **** inspection (************************************* and ********** Ordinance). The property passed in February 2023 with no violations.

  
  There are four main concerns that the tenants have listed in their BBB complaint, which we will address individually.

  
  1.) Condition of Property Upon Move-In and Timing
  2.) Heat not Properly Working and Timing
  3.) Width of Driveway
  4.) Water Leak and Response Time
  
  Condition of Property Upon Move-In and Timing
  Maple Leaf Property Management (Maple Leaf) was aware of a few minor maintenance items at the home. We determined these issues to be minor and not impactful to the habitability of the property, and, thus, decided to wait for the tenants to move in before deploying a vendor to address the issues. This is our standard policy to avoid sending out vendors more often than necessary. Tenants have seven days after occupancy to update the move in condition report and/or request items to be fixed.  On the morning of the tenants move in day, (December 11, 2022), the tenants made Maple Leaf aware of a multitude of minor maintenance issues for which they demanded immediate action. Many of these items had been noted on the move in condition report document that they previously had signed on 12/04/22. Further, some of the items about which the tenants contacted Maple Leaf actually had been addressed prior to the move in day.  For example, the tenants called the owner of Maple Leaf at move-in because they were livid that a ** was still on the wall.However, the ** was not in fact on the wall as it had been removed prior to the tenants arrival at the home. A property manager and a general contractor immediately went to the home to meet the Tenants on December 11th to address items for which the tenants were upset. The items that the tenants demanded to be fixed immediately in this complaint included:
  
  Bulbs burned out.
  2 electrical outlets not working (GFCI tripped)
  One closet door needed to be put back on hinges.
  Small hole in the closet door (could not be repaired without replacing the door; cosmetic only)
  Ring System had not been transferred out of the owners name (landlord has no legal obligation to transfer security systems over to tenants)
  Owners ** still on the wall (tenants acknowledged on page 142 of their Move-In-Condition report, signed 12/04/22, that the ** would be removed before they physically moved into the property. ** was removed 12/09/22, two days before the tenants moved into the property)
  Roof deck in horrible condition (needed pressure washing)
  
  All items listed above were corrected by 12.15.2022 (except for the cosmetic issue with the closet door), which was four days after move-in.
  
  Heat not Properly Working and Timing

  12/11/22 Tenants reported there is no heat in the house. Property manager and contractors had not noticed that the home was cold when they were in the home on this date or on multiple other occasions. The property manager dropped off space heaters the same day and offered additional space heaters to give tenants more heat. The tenants declined.

  12/11/22 Property manager created a work order for service from Fox Plumbing. The earliest they could schedule was 12/14/22.
  12/14/22 Fox Plumbing stated that: No fan in 5 radiators. Heat is working. Removed thermostatic switches from 3 upstairs and 2 on north wall living area. Now fans work but need to be switched manually. Told tenant had to work manually until replacement parts arrive. Replacement thermostatic switches to be ordered.
  12/16/22 Property Manager took additional space heaters to tenants until replacement thermostats arrived. The Property Manager observed that the heat was working adequately during the property visit on this date.
  12/19/22 Fox Plumbing appointment, from invoice: Replaced pumps and check valves. Flushed and purged. Cleaned water inlet filter to tankless. Provided and installed new thermostatic switches on upstairs fan/radiators. Provided and installed new heater in upstairs bathroom. Turned system temperature up to 160F and tested thermostatic mixing valve to find it working at 120F to faucets. Tested and set pump timers. The system is working better than ever. One replacement part was still on backorder. Fox Plumbing was scheduled to return on 12/28/22.
  12/22/22 The tenants reported to Maple Leaf that the heat was still not fixed.
  12/23/22 The tenants filed a report with the *************** ********** and ************ for no heat.
  12/28/22 ************ fixed the final sensor at the property. The *************** inspector also was at the property performing an inspection on the same day. The *************** inspector determined there was adequate heat. Maple Leaf had acted appropriately, no citation was issued.  The city has closed this complaint.
  
  Width of Driveway
  The home is of newer construction with another home directly behind it. The two homes share the driveway. On November 9, 2022, the tenants physically inspected the rental property before they applied for tenancy, and they viewed the space around the garage, including the garages proximity to the other home.
  02/22/23 Tenants notified Maple Leaf that they had filed a report with the *************** ********** of ********** and ************ regarding the driveway because of difficulty parking two cars in the garage.
  Upon inspection, the city did not issue a citation to the property owner nor to Maple Leaf.  Inspectors report noted that the construction of the home was completed approximately 10 years before pursuant to a construction permit issued by the city. The city has closed this complaint.
  
  Water Leak and Response Time.
  3/20/23 Tenants notified Maple Leaf that water was leaking through a bedroom window. Tenants called the main office number for Maple Leaf at 3:38 AM stating that no one answered the 24/7 maintenance line; however, there is no record of any call from these tenants to the 24/7 call center. The office manager picked up the voice message from the main number and called tenants back at 3:52 AM. The office manager informed tenants that Maple Leaf would have someone over in the morning.
  3/20/23 Tenants also called the Fire **********. The Fire ********** came and informed tenants that it was probably a faulty gutter or window flashing that was allowing the water to enter the interior. The Fire ********** determined that there was no current danger of a roof collapse.
  3/20/23 Tenants called *************** ********** of ************ and ********** and filed a complaint.
  3/20/23 LPH1 Maintenance completed initial assessment regarding the water intrusion. Fans were set up and silicone caulking was added along the window to mitigate more water coming in. LPH1 Maintenance recommended further assessment by a roof or gutter specialist.
  Between 3/20/23 to 3/24/23 Maple Leaf consulted vendors for both remediation and pinpointing the source of the leak. Maple Leaf retained three different vendors (gutter specialist, roof specialist, and flat roof specialist) to inspect the property and locate the leak. Maple Leaf also is working with the owners insurance company as needed with this type of situation.
  3/24/23 Sapphire Gutter, which was the first vendor available to visit the property, assessed the source of the water leak and determined there was an issue with the roof and siding. The wall flashing with TPO roofing needs to be repaired and a roof diverter is necessary to allow water to drain from the roof into the gutter.
  3/24/23 Maple Leaf sends a work request to Flat ************* to evaluate and begin roof and siding repairs.
  3/25/23 Maple Leaf received a phone call from the tenants that more water had come in and that they saw indications of mold developing. Maple Leaf contacted ******************** who visited the property the same day. They opened the wall and confirmed that there was no microbial growth.
  3/27/23 The exact location of the leak was located by Flat ************* through the use of a drone.  The leak was fixed on 3/28/2023.
  Throughout this process, the inspector from the *************** repeatedly has confirmed that Maple Leaf is working within reasonable timeframes for fixing and correcting the water intrusion.
  The next step is to allow time for the area to dry out before the interior can be repaired.  The interior repair bid has been received and approved, and the drywall repairs will commence when the area is completely dry.  Pure Dry is in the process of drying out the area so they can move forward with the interior repairs.
  Maple Leaf continues to work with the *************** to meet all required timelines as stated in RCW 59.18.070.
  
  As per the details above, Maple Leaf addressed all maintenance concerns within the required timelines as stated in RCW 59.18.070.  It is evident that the tenants here have unreasonable expectations of their rental home and the management of the home by Maple Leaf. Despite the numerous complaints filed by the tenants, the city has not found any merit to the tenants claims.  Including the ****,the city has inspected the property four times (three for tenant complaints) since December 2022. The property has passed all inspections.  No citations have been issued, and the city has indicated to Maple Leaf that it has acted appropriately thus far with respect to the tenants complaints.
  
  Maple Leaf also has taken steps in addition to the contractual obligations in the Lease to ensure the tenants needs are being considered. The tenants were given a $500 rent credit for the inconvenience of having a contractor in the home on the day they arrived at the property. Likewise, Maple Leaf has offered the tenants a $1200 rent credit for the inconvenience of the water intrusion into the bedroom on 3/20/23. The tenants have also been offered an early termination of their lease with no penalties if they prefer to move.
  
  For the foregoing reasons, Maple Leaf respectfully requests that the BBB dismiss the tenants complaint.

  
  

• Initial Complaint

  Date:06/28/2022

  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.

  After reviewing how they manage properties I own I found several concerning issues that led me to terminate the contract and they refuse to return tenant full deposit.List of issues:1) They refuse to return tenant full deposit of **** claiming they only collected ****. The lease contract says that **** was paid at time of signature 2) As real estate agent which is needed for property management and they did not follow the directive given for lease renewals to property and offer what seems advantageous to them. 3) They breached contract by not meeting resolution timeline and communication with tenant on issues they reported.

  

  Business Response

  Date: 06/29/2022

  To whom it may concern:
  
  Maple Leaf Property Management prides itself in relationships, and while we are not perfect and we can make mistakes, we always take care of those mistakes. On May 25, 2022, after many contentious emails from **************, we recommended that we should part ways.  We assured him that we would take care of any unfinished business to make sure the transfer to another company was seamless.About 10 minutes later, we received an email from ************** with a 30-Day Notice of Termination. I am addressing his three issues in this complaint below.
  
  The Security Deposit. ************** is asking us to do something that is against ******* Landlord Tenant Law.  Please see link below.

  
  The total amount of the security deposit and the move-in fees combined cannot exceed one months rent.

  
  https://www.*******.gov/****/codes/common-code-questions/move-in-charges
  
  We are not able collect a deposit for more than what the tenants rent is.  In this case, the deposit was listed as $2300.00, both in the advertisements and on the Intent to Rent that the tenant signed when we offered the home to her to lease.  In error, the final lease document stated $2700.00 and was not caught.  We have provided the tenant ledger showing that the tenant paid the $2300.00 and provided an addendum that the tenant signed stating that her deposit was $2300.00. Collecting an additional $400 from the tenant would put us (and the owner) in violation of the ******* Landlord Tenant Law.  ************** has received the entire deposit of $2300.00 and the addendum correcting the lease. All the paperwork has been provided to **************.
  
  ************** instructed us to sign a two-year lease on one of his rental properties.  The property manager signed the two-year lease but forgot to get the lease notarized.  ************** brought it to our attention and the document was notarized by both property manager and tenant on 6/7/2022.
  His second rental, ************** gave instructions for a one year or two lease option.  The property manager offered a one-year lease.  When this was brought to her attention, she contacted the tenants to see if they wanted a two-year lease. They declined.  All paperwork has been provided to **************.
  We were delinquent in getting the two-year lease notarized in a timely fashion and for not offering a two-year lease to the other tenant. Both of these items were corrected.
  
  All items have been corrected and ************** has all of the paperwork.  We did refund half of Mr. ****** lease extension fees since the experience was frustrating to him.   We did this as a gesture of goodwill. We do not owe ************** any further funds.
  
  Sincerely,
  
  Kit MacPherson
  Designated Broker/Owner
  Maple **************** LLC
  ************
  www.mapleleafmgt.com

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17494601
  
  I am rejecting this response because: Their statement is not factual, the *** I manage terminated the contract due to internal mismanagement, failure to operate under the guidance of their customer (which we will file official complain to the real estate association), and complaints from tenant. As to the refund, it was indeed repaid but they had to re-engage tenant to add addendum changing the deposit amount to **** from **** which was in the contract. It was also identified that the lease they issued with 1 tenant was not legally binding as it wasn't notarized. Once more they corrected this after arguing a few months later under legal threats. This company requires extensive auditing from their customers to get contractual obligations done and they should not be trusted.
  
  Sincerely,
  
  *********************, managing member of *** ******** and *** ********