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:09/26/2024

  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.

  Poplar homes operates a payment system through an app that they require tenants to use to make online payments. The app is problematic all the time. We had autopay setup for a while with no issues, through their website.We get a notice to download their new app one day, and setup all payment stuff through the app because thats what theyre moving to for most operations and services. Well, not long passes by after being setup on the app, one day, their system decided to malfunction, deleting both my wife and ******* account info and autopay. They didnt send us any notification about the issue, until all of a sudden, we were getting notifications by Poplar homes that our Rent was several days past due and that we needed to make a payment immediately before receiving a pay or vacate notice, along with it a hefty late fee.Obviously we were not at fault, and after some phone calls, the fees were waived and we had to make manual payments. Ever since then, their system has been a nightmare to deal with. It wont let you set up automatic payments if there is more than one other person living in the house being paid for with unlinked bank accounts. When sending rent payments via check straight from the bank, sent on the 25th of every month, and they receive rent checks on the 1st, they still wait until after the 5th to cash them, so they can add a $285 late fee.They have tried to charge us late fees countless times when weve been at the mercy of their system that is flawed and problematic. It wont let us setup auto pay because we have separate profiles paying on the same property.We currently owe $580 in late fees that they promised would be waved, all because they choose to wait to cash our rent checks until after the 5 day grace ******* If it wasnt for their system errors, we would STILL have a perfect rent payment history. We are victims of a price gouging property management company, and feel they are trying to force us out by using late fees and charges.

• Initial Complaint

  Date:08/28/2024

  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.

  I rent a duplex from Poplar Homes. the air conditioning broke during the heatwave in June/July 2024. Poplar refused to repair the air conditioning even though it is directly and expressly their obligation via the renter contract to make timely repairs of the property. I then hired my own air contractor to repair it which cost $2,700. Poplar Homes refuses to repay me even thought our contract explicitly notes that it is Poplar Homes obligation to make all, and any repairs in a timely manner. My wife is a licensed attorney (but not in ****************). What is the best way to get Poplar homes to reimburse me? Thank you in advance for your time, assistance and help. ************

• Initial Complaint

  Date:02/07/2024

  Type:Product 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.

  Especialist Leasing an application specialist here and the other staff have all lied to me. Every guards to the property being ready for inspection. They rush me to get the inspection done with K c h ************ county housing authority. The money had been sent for the holding deposit for the lease. First month's rent, they have not returned anything. They have not returned any calls. They told us to look for another property we did. Where is our money out period. They will not return any calls they will not return any emails. Nobody is ever in their Seattle ********** office and i'm right across the street. The application specialist did not fill out or submit the forms correctly. That was needed for King ****** housing authority. They also accepted applications during the time that we had already placed a deposit a holding fee in first month's rent. The leasing specialist lie to me and tell me that the property was ready to go. And we would be able to move in within a week. That never took place in order to ever contact us back. ******** is the leasing and property management, **** was the application specialist. They took over a month because they were sick and in the hospital. They didn't have a backup for a backup. It took them a whole month just to get to our application. The property has been on the market for over a hundred and forty two days. **** told me if I did not get the King ****** housing. A thirdy inspectors out there that they would give the property away to someone else. Out of a hundred and forty two days, we are the only ones who had an application in.. Then she lied and told me that on January twentieth, there was another group that had applied for the property. And because I have no control over King ****** housing authorities inspection. They threaten to give away the property.

  Customer Answer

  Date: 02/26/2024

  They called me and still have not paid me my money. Nor have they provided me with any services. I am requesting 3x the Fee I have paid with my Navy Federal credit union Bank Debt card. I want all principles in the bond they created on both cards and social security credit card number returned in full. I did not give them POA. POPLAR HOMES WENT TO THE UNITED STATES TREASURY DEPARTMENT TO GET THE PAYMENT IN FULL. I'M REQUESTING 2X THE RENT AND DEPOSIT OF PROPERTIES THEY GRANTED US N WENT TO THE US TREASURY TO COLLECT ON MY BEHAVE. THEY NEVER SUBMITTED A 232, 233, 234 POA.I NEVER SUBMITTED THE FORMS.LIQUIDATE ALLBONDS THAT HAS BEEN CREATED. LAWFUL MONEY WAS GICEN TO THIS COMPANY ON OUR BEHALF. 15 USC 16:11. CONTRACTS ARE NONVOID.  ACCT. ***** *****************. ******** ********** *****, THEY RECIEVED PAYMENT ACCORDING TO 18 USC,31 USC,  3123.A ACCORDING TO 31CFR ******. I AM DISPUTING THIS CONTRACT THIS BILL/ADVANCE PAYMENT TO THIS COMPANY POPLAR HOMES. $55,030.00 RENT, $250.00 APPLICATIONS FEES, ******* DEPOSIT FEES. ALL LAWFUL MONEY RETURNED TO BENIFICUARY ME *****************************, I CAN BE CONTACTED AT ************ DIRECT CELL/TEXT 

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service 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.

  Poplar Homes has reached out to many of our community managers asking for the personal contact information of the owners of the buildings we manage. When we relay that that is privileged information and we are not allowed to give that out, they become very rude and quarrelsome. Then they will call again from a different number shortly after and say they have prospective tenants for us but they need to know our vetting criteria. When we explain our process, they come back with attitude and ask why we wont take their potential renter. This is very confusing behavior and a completely unprofessional way to conduct business.

• Initial Complaint

  Date:05/25/2023

  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.

  Since 11/2019 we rented a unit managed by (initially one rent) Poplar Homes. *** 2 a maintenance order was place for a non working refrigerator. This issue has progressed with little to no intervention by the management company. Very little communication unless I continuously call. Phone numbers that nobody picks up within the maintenance department. Emails to speak with supervisors that are not addressed. Due to not having the ability to store food, maintain good, or have ice available during the summertime, we were pushed to vacate the unit early on 5/21. The month of *** was already paid for in full. I repeatedly asked poplar homes for a prorated rent or any compensation for their lack of fixing the issue without resolve and more ignored emails. Our lease expires 5/31 and I feel they just let the issue go so they dont have to deal with it since the owner of the property is selling. The owner this whole time has been supportive to have Poplar Homes fix the issue which they failed to do.

• Initial Complaint

  Date:02/13/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Due to the unsavory business practices of Poplar Homes property management company I cut ties with them, I no longer had a desire for them to **************** properties. I requested that Poplar Homes relinquish to me or my new property manager $4,095 in tenant deposits they are holding, all keys and residential rental leases. Poplar Homes has refused to relinquish the fore-mentioned items. Their failure to act has harmed me, their actions have prohibited me from freely doing business with another company. One of my tenants is vacating at the end of the month and Poplar Homes is illegally hold that tenants deposit. On January 2018 RNLNG Inc, a franchisee of ********** Scott Realty began providing property management services for my residential income properties. On November 17, 2021, *****************************, principle of (RNLNG INC) passed away. January 2022, (RNLNG INC) was acquired by Poplar Homes and began doing business as RNLNG INC. DBA Poplar Homes Seattle. On October 21, 2022 (RNLNG INC) integrated its clients into the Poplar Homes property management computer system. I suspected Poplar Homes was engaging in deceptive business practices; in an email sent on November 14, 2022, I wrote I am uncomfortable with the lack of transparency and failures to provide me with detailed accounting of tenant rents collected and the status of invoicesIn an email on December 15, 2022, I wroteI am optimistic that I will find a highly qualified company that can maintain business operations to my satisfaction, and, can provide monthly property accounting records. Once I select a management company I would ask that your staff cooperate fully with the transition. Poplar Homes property has refused to respond to my request, and therefore has refused to cooperate with the transition of property management services.

  Business Response

  Date: 02/13/2023

  The Designated Broker, *********************************** has spoken to *********************  She requested all of her information and keys in an email request at 4:37 on Friday afternoon, there was no possible way to get the checks and paperwork put together by Monday morning.  DB confirmed there were no keys in the office and will send the zip drives of all documents and tenant ledgers by 5pm on Monday 2/13/23 to both *********** and her new property manager.  *********************************** has worked with **** since 2018 and the migration to the new company did not go well for her.  ******* has been trying since October 24, 2022 to help her understand her accounts and working with tenant issues.  She has been on the phone with Ms. ***** accountant, who agreed with me on the accounts and was going to explain it to ************, but that still didn't satisfy her.  There just comes a point when there is nothing else you can do, you just have to let the account go.  ******* apologized and jumped through almost every hoop she put in front of her.  This issue is a resolved as much as it can be.  

  Customer Answer

  Date: 02/15/2023

   

  I am simply left speechless by the fatuous statement that I requested the tenant information by email Friday at 4:37pm.  This certainly spotlights the nature of obfuscation by Polpar Homes and their **.  The original reason I file the BBB complaint is still outstanding.
  
  The initial email request was sent to the ** on Monday, February 6, 2023 at 11:35:50 AM.  I nudged the ** for a response, and, on Tue, Feb 7 at 5:04?PM ** replied I am gathering the information.  
  
  On 2/14/2023 at 8:39 AM ***********************************, Poplar Homes Designated Broker,emailed me two recondite zip file containing historical Seattle ****** Utilities statements and tenant rental insurance policies.  Absent from the zip file was the critical information I requested; tenant ledgers and tenant leases.

   

  As of today I have not received the tenant ledger, I text **, below is the text thread. 
  2/15/23
  (****)
  11:53 am
  Did you read my email about you sending the tenant ledgers?
  Please do.
  How much longer before you fulfill the request to email the tenant ledgers?
  
  2/15/23
  (*******)
  11:55 am

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 02/27/2023

  
  I have received my tenants security deposited from Poplar Homes, this issue is resolved.

  
  I need the follow to be accomplished by Poplar Homes:

  
  Full reconciliation with detailed accounting of all transaction for the month January 2023.
  
  Final transaction spreadsheet closing out my owner account with Poplar Homes for the month of February 2023.Tell us why here...