Complaints

This profile includes complaints for Carla Properties Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carla Properties Ltd

  916 W Evergreen Blvd Vancouver, WA 98660-3035

• 

  Carla Properties Ltd

  12425 NW Barnes Rd Portland, OR 97229-6088

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:12/04/2024

  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.

  Unable to unsubscribe to avoid pop up messages.

• Initial Complaint

  Date:08/08/2023

  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.

  On march 22, 2023 I moved out of my apartment (354) at hawks ridge apartments. I let them know that a candle has gotten hot to hot and broke burning the carpet. (pictures attached) The ***** are small and altogether the area was approximately 2feet by 3feet. The carpet was new at the time so replacing the whole room would have been unnecessary, this could have been a simple patch job.The bill for the carpet replacement came out to $1,491.75 of which they charged me $1,417.16. I called some carpet repair professionals around the area of happy Valley where the apartments are located and even on the high end the quote was considerably lower than what they are charging me. The quotes ranged from $300-$800 they had a difficult time determining size from the picture.I sent them a letter (which I attached) and they responded that they would lower it 25% IF I paid in full before 08/18/23 if not I could do a payment plan for the entire $1,831.14. I believe that is an unreasonable offer. I am hoping that the BBB would help me lower the charge if you agree with me. This dispute is preventing me from getting accepted for an apartment and would hope for a speedy resolution. I believe that for the size that it was a fair price would be $450. Thank you for your time.

• Initial Complaint

  Date:03/17/2023

  Type:Product 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.

  On March 17th 2023 i booked a car rental for April 16 in ***** trough Carla, with an *********** loan for $1,451 wich covered the whole amount due for the car rental, a minute later i get an email with instructions on how to pick up the rental, on the introductions I noticed that i had to pay $801 at the counter when picking up the rental. So i contacted Carla immediately, they proceeded to tell me that they refunded $801 to affirm bank. They only charged me for rental deposit and other fees, *** that i was supposed to pay at the counter wich was not the initial agreement, I explained to Carla customer service that the reason for getting a loan trough *********** was because I didnt have money to pay the the full amount all at once. I asked to cancel but they charged me the full deposit as a penalty for canceling, I canceled because they didnt honor their agreement. They refunded the money to Affirm without asking me or advising me ahead of time . If I knew that they where going to only partially pay for the car rental and refund the rest to the loaning bank I wouldve never completed the booking. This people are a scam. I need my full refund since I canceled because of their mistake not mines. Carlas voucher #: ******* Rental Confirmation#: ********

  Business Response

  Date: 03/20/2023

  Carla Properties, **** in ********, ****** is NOT a car *************** This complaint is clearly mismatched with the wrong business. We offer property management services to Apartment Communities in the **************** metro area. Our business address is: *********************************************************. Our office line number is ************. We do not rent cars, nor have we ever rented cars. You can clearly see by the attachments that the Carla Rental Car entity in which the complaint is about, is not the same business as Carla Properties, **** Please remove this negative feedback, as this is regarding a DIFFERENT Company. 

• Initial Complaint

  Date:09/23/2022

  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.

  Date of dispute: 8/21/2022 I am disputing a security deposit that I was returned when I moved out of the apartments *************** Apartments which is owned by Carla Properties,LTD. I gave a security deposit of $600.00 and it was never returned because they stated charges that are false and am now being charged $2,284.06 I have video of how I left the apartment before moving out so it is not true what they are charging. I have been trying to contact them *** left voicemails but haven't had any response. I'm hoping I can get help to resolve this issue.

• Initial Complaint

  Date:08/19/2022

  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.

  I lived at one of Carla properties' rental units- Hampshire Downs apartments in *********, ** for 3.5 years. At the time of move out the management company charged me exorbitant moving charges to the tune of $908 in spite of there being no structural damage or other permanent damage. The 2 main items which contributed to the high charges were replacement of carpet and resurfacing of the bath tub. When asked for an explanation of these charges, I was told that they had to do this because of "discoloration and staining". In my letter disputing the charges, I pointed out that the problems of staining and discoloration could have been resolved with shampooing which i would have been happy to pay for, the carpet was not ripped or burnt in any way. I was also not given a new carpet or bath tub when I moved in. The apartments are very old and have been used by multiple tenants before me so they were essentially passing me the costs for their renovations of the old apartments. I have not received any reply to the letter I submitted disputing the claims (attached here). Also, I was given less than a week to pay the big amount of $908, which was unfair. This seems to be a pattern with this business, because I saw a number of recent reviews on ******* where they have done this to multiple tenants. I would appreciate some accountability from this business to customers, whom they are happily ripping off.

  Business Response

  Date: 08/22/2022

  Hi,

  We have responded to the written dispute of final move out accounting charges. We have mailed a copy of the final move out statement, and an estimate for over $390 in carpet repairs. We chose to replace the carpet, as the repairs could not be guaranteed. There were several stains on the carpet, and provided pictures of the stains. Per the terms of the rental agreement, residents are responsible for damages they cause to the apartment home during the course of the tenancy. We expect a useful life of 7 years on each carpet installed in an apartment home. Based on this depreciation schedule, we charged a reduced cost to replace the carpet, rather than charging 100% of the cost, we charged 40%, as the carpet was not brand new upon move in. All of this has been explained to the resident. 

   

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17744465
  
  I am rejecting this response because:

  There was no attempt made to clean the carpet or the bath tub prior to replacement of materials. I dont buy the premise that stains need carpet replacement or the bath tub resurfacing was warranted. The apartment complex essentially wanted to renovate the apartment and decided to pass the costs to me as the tenant moving out. 
  Also, while the apartment complex did send me an email and the invoice for the repairs when requested to do so, they did not provide an answer to my written letter disputing the charges, leaving me no choice but to reach out to BBB.
  I have lived in many different rentals and never have the moving out costs been as high, even in cities that had a much higher cost of living. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair 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.

  On March 31 we moved out of Hampshire Downs apartments in *************, after living in the apartment for only 13 months. Around May 1 we received a refund check for only 25% of our deposit back. The check was for $194.32 out of $772.50 deposit. The description says that we are being charged 40% for carpet replacement. After I emailed the local apartment office manager, she said the apartment needed carpet replacement. Nowhere in the inspection sheet justifies carpet replacement! Unless the carpet was already very old and they are using our move out as an excuse to replace it and have us pay 40% of the cost to replace the carpets!!! If there were carpet stains they mustve been very small because we took a lot of time and effort to wash the carpets every three months and keep them clean. When I asked for proof of damages they didnt send me anything (see emails PDF attachment). After I insisted for an explanation of charges, the property manager finally gave me the number of ******* from corporate. *** been calling her three times already and left voice messages. The receptionist who answers the phone says that shes been in the office so why I havent received a return call???I would like help getting ******* from corporate (phone ************) to reply to my inquiry about my deposit refund.Thank you,*******

  Business Response

  Date: 08/22/2022

  Hi,

  We have been very responsive to the Resident, and followed up within 1 business day by telephone. The written dispute was responded to within 10 calendar days. Residents sign a rental agreement which states they will not cause damage above normal wear and tear. The apartments are inspected upon move in, when the Resident receives a home free of carpet stains. They are inspected upon move out. Some stains and or damage cannot be "cleaned" and requires the carpet to be replaced. Just as they moved in on good carpet, we have an obligation to repair or replace any damaged carpet for the next person moving in. The carpet has a useful life of 7 years, the carpet was 4 years old, which is why we charged 40% replacement cost, rather than 100% replacement cost. We understand that not everyone has the same definition of "normal wear and tear". As a professional organization with 50+ years experience, we have seen that some people think that stains, *****, discoloration, and even pet urine is "normal". However, we pride ourselves in offering homes that are in good condition upon move in, and take the necessary steps at move out to ensure it is restored to good condition. We only charge for items above normal wear and tear upon move out, per the terms of the rental agreement. We did just that in this situation. We are sorry to hear the resident does not agree with our decision, and wish them well in their new home. 

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17623924
  
  I am rejecting this response because:

  During the move out inspection nothing was marked as damaged beyond repair! We never had pets, no smoke so no ***** or any stains that justify carpet change. I contacted the office to ask for proof of such damages to the carpet and they said I should talk to ******* from corporate. I called ******* from corporate multiple times, left voicemails and I still have not heard from any corporate agent. My inspection sheet does NOT mention any damage to carpet that was significant. Even the person who did the inspection told me that my apartment looked in good clean conditions and didnt anticipate much of my deposit to be taken out!! Therefore the charge for new carpet was a huge surprise to us. 
  
  Sincerely,
  
  ***************************