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:11/28/2024

  Type:Order 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.

  Lease start date Oct 14, 2024 Repeated issues with neighbors violation lease terms for quiet hours. Noise in excess to prevent sleeping within my APT. Complaints made to Prodigy Management on following dates: 30 Oct, 5 Nov, 7 Nov, 9 Nov, 10 Nov, 11 Nov, 14 Nov, 23 Nov, 25 Nov, and 27 Nov. Sent multiple audio recordings and 3 police reports. Management said they would address the issue, yet nothing has been done to resolve the issue for the past month. They claim to have served notices but cannot provide any factual updates other than "their word" that they did so. Lease agreement promises comfortable use of apartment with quiet hours from 10pm to 8am, yet the excessive noise from both neighboring APTS 311 and 309 go throughout 10pm to 5am when I leave for work. I am asking for assistance in confronting Prodigy Property Management for failure to provide the agreed upon terms of my lease while still collecting rent.

  

  Business Response

  Date: 12/10/2024

  Dear ********,

  I regret to hear about the ongoing concerns you're experiencing within our community, and I am committed to working with you toward a resolution. Please rest assured that we are actively addressing your noise-related issues, as we are obligated to do under the terms of the lease and in accordance with our responsibilities to all tenants. However, we are unable to share specific details regarding actions taken against other tenants in relation to lease violations. I would be happy to discuss the possibility of releasing you from your lease, as well as the disputed amount of $1,504.00, as it does not appear on your ledger. Lets schedule a time to address both matters further.

  ******** ******

  ************

  
  

  Customer Answer

  Date: 12/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/11/2024

  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.

  The company charged me for cleaning. I cleaned the apartment immaculately. When I moved in, I had to clean the apartment because the property manager said she did not know which apartment I was moving into so she did not clean any of them. Charged 125 dollars.The patio blinds worked when I exited the apartment. The manager stated they do not work and she would send me a video of them not working. Several requests have been made for the video but it has not been sent. Charged 160 dollars Two patches from a wall hanging. Charged 50 dollars. Normal wear and tear should not be charged.

  

  Business Response

  Date: 09/23/2024

  To whom it may concern,
  In the complaint received from Ms. ********** she states *********** charged me for cleaning. I cleaned the apartment immaculately. When I moved in, I had to clean the apartment because the property manager said she did not know which apartment I was moving into so she did not clean any of them. At the time of Ms.Muckermans move-in on August 15th, 2023, Prodigy Property Management was not managing the community. We took over management of ************** on June 1st, 2024. After reviewing the move-in documentation, there is no clear indication of the apartment's cleanliness. Considering this, I agree ************ should not have been charged the $125 cleaning fee. A refund for this amount will be issued.
  In addition to the above statement, Ms. ********* claims The patio blinds worked when I exited the apartment. The manager stated they do not work, and she would send me a video of them not working. Several requests have been made for the video,but it has not been sent. Charged 160 dollars. Two patches from a wall hanging.Charged $50 dollars. Normal wear and tear should not be charged. I reviewed the video, which confirms the patio blinds are not functioning properly, and I will be providing a copy to Ms. ********* as requested. Additionally, the unit required considerable attention for patching and painting, including scratches on doors and trim caused by animals, holes from curtain rod installations, multiple nail holes throughout, and scratches and scuffs on walls and baseboards, which is well beyond normal wear and tear. The $50 charge for this work is minimal, covering only one hour of labor plus supplies, and is quite reasonable.
  I will be contacting Ms. ********* to inform her that I will be processing a $125 refund for the cleaning charge. This will adjust her account from a $35 balance due to a $90 refund. Additionally, I will be providing Ms. ********* with all photos and videos related to her move out.

  Customer Answer

  Date: 09/27/2024

  I do not accept 35 dollars as the total amount due.  I will accept the 125 dollars for the cleaning along with the initial 140 dollars promised in the first attachment received after the complete walk through.  The attachment is included in this response.  The second attachment added more fees three days after the final inspection.

  To resolve this complaint and I will not pursue the blinds issue even though they work, I want a total of 265 dollars returned to me out of the 700 dollar deposit.

  This is a generous offer and should  be accepted  by Prodigy and the owners of the building.

  Please remember, I was locked out of the building constantly because the key fob did not work, packages consistently could not becdelivered because the delivery person could not enter the building, parking was not convenient, dog wash station did not work, dirty, smelly hallways that were cleaned once in a 12-month period.  Living there was not pleasant and very irritating.

  Please refund 265 dollars and we'll call it even.

  Thank you.

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

  

  Business Response

  Date: 10/07/2024

  To Whom It May Concern,
  Thank you for the opportunity to clarify the details surrounding Ms. *********** refund. After reviewing her concerns, we have calculated the total refund amount based on the following:
  A full refund of the $125 cleaning charge, as the condition of the home fell within the scope of normal wear and tear.
  Half of the original $140 refund that was initially calculated before the damaged blinds were discovered a few days later, resulting in an additional $70 refund. Please note, there was no "promised" refund amountrather, the additional damage was noted after the initial assessment.
  This brings the total refund amount to $195. We believe this is a fair and reasonable resolution that balances both the original charges and Ms. ********** experience.

  Customer Answer

  Date: 10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:01/15/2024

  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.

  I am 74 year old woman on Social Security living at *********** in **************, managed by Prodigy Property Management LLC. I live alone and I had cataract surgery for both eyes over two weeks. I was unable to see 1 single p*** my small dog left because of my vision issues. I didn't realize I had missed this. Last week I received a bill for $300 for the app I missed. I tried to explain to them that I had cataract surgery and am having trouble seeing. This was the only time in 1 year that I had missed picking my dogs mess up. The apartment manager told me she couldn't make any exceptions regardless of my surgery or the fact that I am on Social Security and $300 is more than I can manage. Ive hade to break it up into 3 payments because of my financial situation. My son called Prodigy management and they told him that can't make any exceptions. I feel this is unreasonable and it is an unfair burden for someone on social security. I feel that since this is the first time this has ever happened and the fact that I had surgery on my eyes that Prodigy can make an exception. They will not budge. I understand that the lease agreement states about the fine and that they have my dogs DNA and I believe that it is possible that I missed the poo but what kind of world are we leaving in when a corporation cannot even give a senior citizen a warning.

  

  Business Response

  Date: 01/22/2024

  In Response

  We found a pile of pet waste on the grounds that was sent for DNA testing. The test came back as a match for Ms. ****** dog. We explained to ************** and her son that we were charged for the cost of the test and were in turn charging the cost back to her. We have a zero-tolerance policy for pet waste, but we have discussed the situation with **************, and have come to a mutually agreeable resolution with her. We did advise ************** and her son that if there is any need for a reasonable accommodation in the future, to please let us know in advance, and we can work with her to make arrangements.

  Thank you

  Prodigy Property Management

• Initial Complaint

  Date:05/03/2023

  Type:Billing 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.

  The property owned by Prodigy put fraudulent charges on my credit. i was never informed and cannot seem to get a hold of Prodigy directly. The apartment manager and leasing agent were fired for unprofessional business practices a month or so after i moved out. They referred the account to Genisis credit mgmt and i was told by them too bad you must pay. This is totally unacceptable. The former mgr apparently racked up ******* against me and i was told there is no recourse. This is not fair

  

  Business Response

  Date: 05/10/2023

  Prodigy Property Management does not own *******************.  Prodigy is a 3rd party management company that oversees the property operations.  We have reviewed this complaint and audited the referenced account.  Our results show that there is a discrepancy of $464.72 that will be credited to the outstanding balance. There is no truth in the statement regarding termination of the Property Manager and Leasing Agent.  Both gave verifiable 2-weeks' notice to pursue other opportunities. Gensis is our collection agency and accounts are sent to them 30 days after a resident has moved out.  We have spoken with the customer and confirmed that there was no forwarding address provided to the onsite team at the time of their move out.  The customer's final account statement was mailed to the last-known address on file. ...

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20014457
  
  
  I am sorry that I was unable to respond within the 7 day window. I had to deal with the impediments put in my way to find myself another place to live because of the fraudulent actions of Prodigy Mgmt on my rental history in a very small market. It caused undue difficulty for me because there is no quick way to dispute the trumped up charge amounts, especially when you didnt know about them. The resolution was not satisfactory. There was a discrepancy about the amount and that leads me to believe there was probably more to it. Prodigy Mgmt. is trying to deflect about the amount and the employees in question. I offered a reasonable ***************** to the amount I felt was an acceptable in the remaining  days after I left before the actual date of the end of my lease since I didnt get that in writing. There was no attempt to contact me by phone or any other means and the excuse that they give is flimsy at best.  They are purposely taking advantage of people and inflating costs to pass them onto former residents after they no longer reside at their property. This management company  is trying its best to take advantage of me and its totally unfair and I do not agree.
  
  Thank You.
  ***********************
  

  
  

   

• Initial Complaint

  Date:03/04/2023

  Type:Order 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.

  The main focus of this complaint is that the lease is not being enforced for all tenants. It is stated in the lease that *********** is a non-smoking property and that any instance of smoking is grounds for eviction. On two different occasions I have seen the same tenants smoking on their balcony. Both instances were reported to *****. I was told she would "remind them of the lease agreements." In another instance I contacted ***** about smoking on the property. I was told that in order for her to do anything about it I would need to provide pictures or videos as proof, which puts me in a really risky situation.. most people don't like strangers taking pictures of them. In another complaint I reported to ***** that the swale nearest the club house was completely filled with dog waste. It states in the lease that any dog waste that is not cleaned by the pet owner will result in a $300 charge per pile of waste. ***** shared that the tenant who uses that swale cannot bend down to clean the waste so a cleaning company would be coming every Friday to clean the swale. It is still filled with p*** and during the phone conversation ***** stated she "didn't want to charge anyone $300 for dog poop" even though it is stated in the lease and it is an inconvenience to other residents. We moved into *********** (managed by Prodigy) in mid-July 2022. Within the first month we had contacted the manager, ***** to report incredible amounts of noise from our upstairs neighbors. The noise occured before AND during quiet hours. When communicating with ***** she requested that we invite her into the apartment anytime they are making noise. Our other option was to take the neighbor's phone numbers and communicate with them directly. When we contacted our neighbors we were met with hostility and no solutions. Eventually police were contacted because they had sent an inappropriate and ***** told us there was nothing she could to do help us.

  

  Business Response

  Date: 03/10/2023

  To Whom It May ***************** you for reaching out regarding your concerns at ***********.  There was a tenant smoking on their balcony and this was addressed with said tenant. To our knowledge the situation was resolved as we not been notified otherwise.  If this is still happening, please reach out to ***** so we can further address.  Another complaint was received by ********** regarding a person smoking on Appleway Ave.  Unfortunately, the sidewalk is not our property, so we are unable to enforce a smoking rule.  In no way would we want you to take a photo/video if you are not comfortable with that; photos and/or videos can assist in immediately determining the violator, however, this is not necessary.
  At the end of January 2023 we did receive a call from ********** regarding dog waste in a swale near building A.  Maintenance and Management picked up the existing waste at that time.  To our knowledge the pet waste is not a current issue on the grounds as we have not received any future complaints.  If that is not the case, please reach out to the office and we will get any dog waste issues addressed.  If there is dog waste on the grounds, we will collect samples and DNA matches will be fined at $300 per violation.  A community reminder notice will go out in the next newsletter reminding tenants of the pet policies at ***********. 
  A complaint was received from ********** on 8.8.2022 regarding noise levels coming from the upstairs neighbors.  After some back and forth communication it was decided they would exchange phone numbers so they could quickly reach out when the noise issues were active.  On 8.24.2022 we received a text and ***** was able to go into ************ apartment and it was determined the noise on that occasion was coming from construction and not another tenant in the building.  If you are still experiencing noise issues in your home please let us know.
  We want our tenants to have an enjoyable experience in their home and for the duration of their stay with ***********/Prodigy.  Please do not hesitate to bring up issues on the community and we will address them to the best of our ability.
  Please let us know if you have any other questions, thank you!
  Prodigy Property Management
  ************

• Initial Complaint

  Date:08/15/2022

  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.

  We have a swale's in our front yard, the water isn't draining properly and it is causing mosquitoes and other bugs. Ours is the only one like that, I messaged the manager showing her a picture in her email and she said it's completely normal, ours in the only one like that. She hasn't come out to look at it, they minimize the sprinkler system in that area but it's not helping the problem. I have kids and that is very unsafe

  

  Business Response

  Date: 08/19/2022

  Hi Alyssa,

  
  We appreciate your concern about the swale in front of your unit. The property manager has been out there and seen it in person several times, we have been working with our landscapers to come up with a solution and reduce the amount of watering in that area. We also get the property sprayed for Pest Control quarterly, they just sprayed the property on 08/16/2022 so that should help reduce some of the bugs. We have spoken with the contractors and the city as well, they have confirmed that the purpose of the ****** is to collect any extra or run off water.
  
  At this time we dont have a solution but we are still monitoring it and working on it.
  
  
  Thank you-
  Prodigy Property Management

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17718513
  
  I am rejecting this response because:
  I believe that is false information, I have not seen her come by to check on it, it always had drained properly. Everyone else's is completely fine. It is so gross I have 3 kids I don't want them to accidentally fall into that. Even the maintenance guy said that isn't normal. I want something done immediately 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/09/2022

  Hi ******,

  
  We are still working on the issue at hand with the swale. We have had a few different maintenance team members go out last week and take a look, our maintenance supervisor was out there Tuesday 09/06/22 and used a sump pump to **** the water out of the swale. We checked on Thursday 09/08/22 and noticed there is more water in there. We have requested the landscapers take a deeper look into your swale and see if they can figure out how to fix this. It is still a work in progress that wont be fixed overnight but we wanted you to know that we are working on getting it resolved. We appreciate your patience with this matter.

• Initial Complaint

  Date:05/11/2022

  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.

  April 2021 we moved in to our apartment and paid a security deposit. During the time we lived there, management constantly broke the lease agreement. Our downstairs neighbor stabbed a man and there were no reprocussions, which in the lease agreement it states any legal activity would be grounds to break the lease. The man next to us threw beer bottles at our car multiple times when he was drunk and yelling outside. The police were there almost weekly. A homeless man attacked a resident when she was attempting to use the laundry room so the police made them change the locks. We NEVER got a new key to the laundry room and were told to go to the laundromat down the road. We constantly were screwed over. Then, when we moved out we deep cleaned the apartment and steam cleaned the floors. The apartment complex is claiming that they had to do a huge deep clean. She originally sent pictures that weren't even of our apartment. When I questioned it she sent pictures of very minimal cleaning. They are also trying to use things that were already wrong with the apartment when we moved in which we noted on the move in documents. They are trying to keep our security deposit.

  

  Business Response

  Date: 05/18/2022

  We appreciate you sharing your thoughts as we believe all feedback is helpful in improving our level of service. Our apologies that your experience was not of the quality you expected.  That said, it appears that the center of your frustration is that you were charged for cleaning that you do not feel was necessary.  We respectfully disagree with your assessment.  In spite of your efforts to clean, your apartment required additional cleaning in general, and carpet cleaning, to meet the  standards required for a new occupant.  The cost of those services were passed on to you, which is standard practice in the apartment management business.   There seems to be a hang up with the wording used to describe the cleaning. We use the wording deep clean so a departing resident understands that the cleaning required was more than what that resident accomplished. An extremely dirty apartment would cost significantly more than $165 to clean. The $165 cleaning **** and $70 carpet cleaning **** are well within the range of standard cleaning costs.
  
  In response to the numerous other allegations, we do note that we ever received any complaints from you about your neighbors while you were living in the apartment.  We cannot act on issues that we are not made aware of.  Further, in the state of Washington there was a moratorium on ANY evictions for most of 2020 and 2021. 
  
  As discussed in a prior paragraph, we firmly believe the charges for cleaning and carpet cleaning to be reasonable and fair, and will not be revising the charges presented.

   

  Prodigy Property Management 

  Customer Answer

  Date: 05/18/2022

   
  Complaint: 17191111
  
  I am rejecting this response because: there is no evidence proving that it needed to be cleaned. I did make complaints about the neighbors, they probably chose to not document it so that they can say they never received anything. The apartment contract also states I was supposed to join in the walk through of the apartment. They REFUSED to let me be a part of this. My guess is so that they could say the apartment needed to be cleaned.
  
  Sincerely,
  
  ***************************