ComplaintsforWilson Real Estate Management LLC

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying my monthly rent and bills here that include sewage/septic charges. I have been contacting Wilson since February about my septic tank overflowing and that they need to service it, yet there has been no work done. Now my septic tank is overflowing and there is sewage coming out of my shower drain when I flush the toilet and I am unable to wash dishes due to the water draining extremely slowly. I also have been un able to use my dryer due to my main disconnect outside my property (Wilson manages the property and it is their property) keeps flipping. I had an electrician look at it and he told me and Wilson that it is insafe and a CODE VIOLATION that it is broken and unsafe. I am unable to flip it back on myself because it is very hard to do so. Because of this issue, my 200 Amp main disconnect can only handle my stove on and no other major appliances. My dryer works for 10 minutes then the power goes out. I have been contacting Wilson for so long and feel that my voice isn't being heard. I now fear for my safety due to the main disconnect being broken and a potential fire hazard. I also have health risks due to the sewage overflowing. Please help me. Thank you for reading this.Sincerely, *********************** and ********************************************

  Business response

  07/08/2024

  *****, through her daughter ******, has reached out to us prior about her electricity issues. We have work orders dated on 10/26/2023, 6/6/2024, and 6/13/2024. (attached)
                  -We understand that English in a second language for *****, whereas ****** is fluent in English and Spanish
  
  On 10/26/2023, our tech went out and assessed the electrical issue, their notes include that the door to the exterior electrical panel was open and exposed to the weather. He fixed that issue and inspected the exterior electric panel. No one was home for our tech to speak with. We no longer heard from the tenants, so we assumed the issue has been resolved.

  On 6/6/2024, Our tech goes out and cannot identify the exact issue with the exterior electrical box, however, knowing this is second reported issue, we hire a professional electrician to assess and repair,if possible.
                  -It is noted again that the tenants are not home.
  
  On 6/13/2024, Our hired vendor/electrician inspects the exterior electrical box and makes the proper repairs to fix the issue. (Invoice attached)

  We feel we performed our duties in an acceptable manner.Both times our crew went out we could not easily identify the problem and after our 10/26/2023 service, we figure the problem was resolved. We assumed the issue was the exterior electric panel being open to the season (Fall) weather and getting wet by the rain that was causing the issue. Not hearing from the tenants until greater than six months later is bizarre if the issue was continual. Once we were notified again on 6/6/2024, we promptly re-inspected the unit and after not knowing the issue, on 6/13/2024 we hired a professional electrician to inspect the issue and ultimately get it resolved.
  
  Septic tank issue, we have no record of ever being notified of a septic tank issue besides on the email from Saturday 7/6/2024 (attached).We promptly went to inspect the issue the following Monday, 7/8/2024. This is still not resolved, as our techs did not see any issues with the septic tank.It is possible the sewer line from the mobile home to the septic tank is the issue.Our park rules clearly say the tenants rent the lot and the equipment buried underneath,IE, water hook-**** electrical connections, and septic tank, however, anything above ground aka the mobile home, is owned by the tenant. Again, the septic issue is not resolved yet, however, if the tenant has a bent sewer line, clogged sewer line,or any other issue with their own mobile home they own, then they are responsible,not us. If the issue is with the septic tank itself, then we are responsible for it. *Unless tenant is flushing inappropriate material into the septic tank,like wipes or feminine products.  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4/19 I received notification on credit ***** that I had been sent to collections by ***************************** on behalf of Wilson management. I never received a bill from Wilson Management. I was the co-signer on my son and Daughter in laws lease. They state they paid in full and also never saw a bill from Wilson management. The situation doesnt seem right. How can I be sent to collections without ever receiving an itemized bill to be reviewed and possibly disputed. Seems that Wilson Management is trying to receive money with no proof of anything owed.

  Business response

  04/29/2024

  ******** was the co-signer for her son ****** and daughter-in-law *******. ****** and ******* moved out late July 2023, they did not pay July rent and had an outstanding balance. Text message history with *******, attached, shows that ******* acknowledged she was vacating while having a debt owed. Upon move out, the house needed about $5,000 in repairs, they lived there since middle of 2018. Upon their move out, we could not get the tenants to engage in communication after various physical mailings, emails, calls, and texts. Come December 2023, we were cleaning up our delinquent accounts. Upon which, we again tried to reach the tenants and co-signer about the outstanding debt. ********, who made this complaint, had been text messaged five time from Wilson Real Estate Management, LLC where we had identified who are and why we are reaching out. The same phone number we texted is the phone number she provided in this complaint. We texted message both tenants and the co-signer December 20th and 29th trying to get resolution. Come beginning of the year, January 4th, 2024, we sent their account to collections. 

  We would have preferred not to send this account to collections (we have to pay commission on collections account, about 45% of the collected amount) and in good faith always offer deposit settlement meetings where tenants can voice their concerns about the final billing applied to their account. Given circumstances, we may forgive some charges, negotiate a new dollar figured owed, or set up a payment plan. Unfortunately, after the tenants moved out, they and the co-signer were no responsive to our numerous efforts reaching out. ******* self admits via text she knows she is moving out owing a balance, she never made effort to make payment to that balance. I would figure the responsibility falls on ******** for not responding to our numerous texts and calls, or to her son and daughter-in-law who knowingly didn't respond nor try to cure the outstanding balance they knowingly left behind. 

  Customer response

  04/29/2024

   
  Complaint: 21631961
  
  I am rejecting this response because:

  the text messages did not clearly state they were for **** and ***** lease that I had co-signed for. They looked like phishing so I deleted them. Why did I not receive an itemize bill on company letter head so there would be no confusion?
  
  Sincerely,
  
  ***************************************

  Customer response

  04/29/2024

  Reviewing the text message claims from Wilson they did not identify themselves or identify who the lease holders were. They also never provided itemized bill in any form. Only2 texts received and the company did not identify themselves or the lease holders in either. Sent to collections without ever providing an itemized bill. 

  Customer response

  05/05/2024

  Additional comments. Requested an itemized bill from the collection agency 4-19 still have not received an itemized bill. Response from Wilson real estate to BBB did not include an itemized bill and the 2 text messages Wilson real estate sent they did not identify themselves. I the fact that no itemized bill has ever been provided makes this claim questionable at best. 

  Business response

  05/09/2024

  Co-signer claims we sent two texts and did not identify ourselves. That is not accurate, we texted the co-signer five separate times.On 6/27/2022, 10/6/2022, and 3/16/2023, we clearly identified ourselves as Wilson Real Estate Management LLC. Please see the prior attachments. We provided a link to activate their online portal and our phone number in the text for the co-signer to call if they have questions. From the same number, we texted the co-signer two more times 12/20/2023 and 12/29/2023. Our two most recent texts give description it is for a move out from July 20th, 2023, the balance owed, a date they need to respond by, and an opportunity to discuss the outstanding balance that can possibly be reduced, refunded, or discarded. If the co-signer did not save our phone number from the previous first three text messages that we clearly identified ourselves, that is not our fault. Again, sending anyone to collections is not a desired outcome for our business and we had offered the opportunity to discuss the balance numerous times.
  

  Attached are:
  -Itemized bill and deposit settlement statement sent to the last known address we had for the tenants.
  -Copy of certificate of mailing and our internal checklist showing we sent the item out August 3rd
  -Copy of the notice to vacate received by the tenants where they intentionally do not leave a forwarding address.
  I can only attach five documents; I could also attach the Water bill unpaid and a tenant ledger as well
  
  Tenants told us they would move out July 5th 2023, they did not, they moved out July 20th 2023. They knowingly moved out with debt being owed, as admitted in writing by tenant ******* on July 11th 2023. Once they moved out, they did not respond any of our efforts to contact them, they knowingly did not leave a forwarding address with us (perhaps they set up a forwarding address with ***** we would not know that).  After our efforts, we continued to go up and beyond the requirements of RCW 59.18.280, we still attempted to contact the tenant and co-signer numerous times before sending to collections.
  
  I would imagine the argument is better debated between the co-signer against her son and daughter-in-law. Co-signers son and daughter-in-law lack of engagement, willful neglect, and lack of accountability are the reasons this account was sent to collections. Son and Daughter-in-law knew the consequences and knew the co-signer would equally be held accountable.If they contacted the co-signer to let them know of the looming account being sent to collections is unknown, however, I would imagine given their relationship to their mother, they would have, or should have.
  
  Co-signer can argue that she ignored our calls and numerous texts because she didnt know who we were, which in our opinion is false and not accurate. However, her son and daughter-in-law do not have that excuse and were equally attempted to be contacted and they absolutely knew who we were. I understand the co-signers dissatisfaction, but it is directed at the wrong place. We too are dissatisfied, co-signers son and daughter-in-law owe the property owner over $5,500 that the property owner likely will never be reimbursed for and if so, for less amount because now collections will get their commission. 

  Customer response

  05/09/2024

   
  Complaint: 21631961
  
  I am rejecting this response because:

  The 2022 texts do not pertain to this claim and should be excluded. The 2 2023 text Wilson management did not identify themselves. Next no statement was ever sent to my address that Wilson has on file. All documents were sent to the vacated address making it impossible for the claim to be reviewed. If my name is to be sent to collections I should have received the itemized bill. Wilson only sending the information to a vacated address is completely unacceptable. 
  
  Sincerely,
  
  ***************************************

  Customer response

  05/15/2024

  Reviewed all of the documents from Wilson in detail:

  Only 2 text messages were sent to me after the move out date, Wilson management does not identify themselves in either.

  Message from ******************************* on 7/11 is before the security deposit settlement, in the text she states they are in debt, she never states she owes any amount to Wilson Management, and again the text is before the 8/3 date when Wilson Management sent the documents to the vacated address.

  Move out Mailing Check list, Deposit letter, Estimate, Security deposit, none of this information was sent to me.  Wilson had my address on file.  The information was instead sent to the vacated address where no one would ever receive this information.

  If my name was to be included in collections Wilson management should have sent the necessary information to me for review within 30 days of the renters move out date.  This did not happen.  Detailed information was never sent to me.  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2021, I gave notice to move, this is an email of acceptance. I called the number and a maintenance person showed up, I understood he spoke as an agent of Wilson Rentals, he stated: I only needed to sweep behind the door and wipe the counters. *********************** <***************************************>Attachments Thu, Dec 9, 2021, 11:27 AM to me Good morning,Your notice to vacate ************************** has been received. Please follow the attached move out checklist as well as schedule a pre-move out walk-through before your move out date to avoid having any unnecessary funds withheld.A pre-move out walk through with one our assesors is not mandatory though encouraged, it is a non invasive assessment of your rental so that you may mitigate your deposit.If you are interesed in scheduling an appoitnment for a pre-move out walk through please feel free to give us a call at *************.********************* <**********************************>Wed, Jun 1, 11:14 AM to me, RE Good morning *****,Hope all is well!We are currently in the process of cleaning out our 2021 delinquent paperwork and we came across your account.This report shows that you have an outstanding balance for cleaning and repairs that were completed in your move out.There is an outstanding balance of $506.86. We would like to set up a payment plan to have this account cleared out before moving forward with sending this to collections.Please give me a call to ************ or send me an email at your earliest convenience!Thank you,********************* Wilson Real Estate Management ********************************************* P: ************** F: ************** Wilson Real Estate Attached are the documents which Wilson R.E.Mgmt Sent to themselves at #** ******************, the apartment where I moved from. I dispute all charges, which are excessive, I did send a certified letter requesting my deposit. I completed the request made by the Maintenance person to sweep and wipe the counters, with an expectation to receive my deposit.

  Business response

  09/22/2022

  Majority of *****'s bill was for cleaning. Throughout the unit there were drip marks from perhaps candles, sodas, or some sort of other liquid, additionally other areas were left unattended from cleaning, such as the bathroom mirror, toilet, tub, the kitchen cabinets and countertop, etc.. We have near 100 pictures of before and after her tenancy at this unit. We had offered ***** numerous times to come into the office to do a deposit settlement meeting where we could look over the pictures and PCR together, however she has declined this option. There has been numerous correspondences between ***** and Wilson Real Estate Management LLC to resolve this matter, most recently we offered to reduce 20% of the amount owed. We want to work with ***** and set up a payment plan to lessen the financial impact. Unfortunately, we have not came to a resolution and our standard policy/procedure is to send the previous tenant to collections, this is done to protect the property owner and to recoup some of the funds. Though ***** did not pay the whole estimate, the owner had.We did not charge anything which would be considered normal wear and tear,again, the majority of her charges are from cleaning, which required basically a complete wipe down of every surface area in the apartment from the floor to the ceiling. I attached some pictures to 'tell a story' and to give an idea of the condition the unit was left. The team member from Wilson Real Estate Management LLC did a pre-moveout walkthrough as a courtesy to the tenant and property owner. A 'he said she said' situation is tough to determine, however,our stance and expectation is the tenant leaves the unit in similar conditions as they received it upon move in. It should be assumed the tenant would be able to self-identify the issues with the cleanliness of the unit from when ***** moved into the unit compared to when she moved out. Attached are pictures of drips down the wall in three different rooms and an example of how the cabinets were left, would load more pictures and at better solution if I could.       

  Customer response

  09/22/2022

   
  Complaint: 18046100
  
  I am rejecting this response because:

  I spent a day and a half cleaning the walls. The cabinets may be a picture of another apartment. 
  
  Sincerely,
  
  ***** ***

*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. ↩