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:08/29/2024

  Type:Sales and Advertising 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.

  A lease had been signed in July of *********************************************************** which was about $1,900 and the rent was $625 plus whatever utilities and fees so it came to about $700 a month and there had been many issues with the apartment starting within the first few days of living there and had not been resolved even after months of living there and informing them that the issues had still been going on. I had moved out in the end of January beginning of February due to a 5 day notice and then a day or two later an eviction notice that was sent due to a missed rent payment even tho money orders had been sent in fully including a late fee because I knew it would be a day or two late because of the mail and was not informed that the money orders had somehow been lost until a day before I got the notice and I tried to figure it out with them but no luck and had told I would be moving out and cleaned out the entire apartment and told the property manager but she had told me that I can not do that and I had to give at least 30 day notice but I had the notice so I had left the keys on the counter and even took pictures of the place and sent them to the property manager. And In I believe march had gone to court for the eviction and had explained myself and had been told that if I paid off the balance it would be worked out and there had been another court date for more about it but I had been in the hospital giving birth to my daughter so I had to miss it. And I had tried to contact them to pay the amount agreed on but no luck and for months I had been trying to contact them because they have still been adding charges but have not contacted me back or answered so I have not been able to pay it off.

  Business Response

  Date: 09/12/2024

  To Whom It May Concern:

  Ms. ****** was evicted due to non-payment of rent. Ms. ****** was mailed a final security deposit settlement ledger with all charges and what was deducted from the security deposit on 4/15/24 by regular mail and certified letter. On that security deposit settlement ledger, our attorney's firm name and phone number was listed. Ms. ****** has called the office to obtain the attorney's name and phone number multiple times. Prior to Ms. ****** making this compliant, she left our office a voicemail inquiring about the phone number for our attorney's firm again. Upon returning Ms. ******** voicemail, we were unable to leave a voicemail with that phone number as Ms. ******** voicemail was not set up. I will reach out to our attorney's firm today and ask them to reach out to Ms. ****** today regarding the judgement amount against her. 

  Thank you,

  ***** ******

  Office Manager

  Mark Thatcher Real Estate LLC

• Initial Complaint

  Date:10/05/2022

  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.

  This business is totally set up to rip off people who are desperately need a shelter and this business take advantage of that . $50 late fee despite of informing them about financial situation which is unexpected , $35 nsf fee which is more then state of ********* statute allows , i am filing a complaint with court for a brief audit to this business , their business practices are so poor , looks like they dont have sympathy for nobody but themselves , they would find any loop /excuse to make you pay more money . Someone gotta hold them accountable for how they been treating their tenants for over a decade , when I requested to talk to the business owner which is ***************** , the office assistant was really being rude and said no you cant of course he is gonna stand up with me they take everything personal . Most likely they are not gonna care until they are held responsible for breaking the state law .. i would not recommend anybody to rent a property from this business or you would regret .. i have a recording where business claims that their bank charged them $35 NSF when i asked if they can provide me evidence they refused that which they gonna have to do in the court .of course people in need of a shelter would sign anything this business asks them cuz they are trying to survive .

  Business Response

  Date: 10/06/2022

  To Whom It May ************************************** *********************** entered into a 1-year lease with Mark Thatcher Real Estate LLC on February 1, 2022 with a 1-year lease term from February 1, 2022 to January 31, 2023. ************** signed and initialed all of our lease documents on February 1, 2022. By ************** signing all the documents, he agreed to all of our lease terms, policies, rules and regulations and nonstandard rental provisions that are listed in the lease paperwork. ************** was not forced to sign a lease with Mark Thatcher Real Estate LLC, he decided on his own free will to enter into a 1-year lease with Mark Thatcher Real Estate LLC on the apartment he was shown.

  Mr. ****** lease paperwork includes the Residential Rental Agreement, Nonstandard Rental Provisions, Rules and Regulations, Bed Bug Addendum, Smoking Policy Addendum, Smoke & Carbon Monoxide Detector Addendum, Utility Agreement, and Lead-Based Paint and/or Lead-Based Paint Hazards Disclosure of Information forms.
  The first portion of Mr. ****** complaint addresses two (2) $50 late fees that he received. The Residential Rental Agreement form page 1 left column lines ***** and the Nonstandard Rental Provisions form page 1 item #1 discloses the late fees ************** was charged.
         Residential Rental Agreement form page 1 left column lines ***** is to be received no later than the 1st day of each month and is payable at *******************************************************************************************. If rent is received after the 5th day of the month post marked by **** the Tenant shall pay a late fee of $50.00.
         Nonstandard Rental Provisions form page 1 item #1 LATE FEE: A late fee of $50.00 will be charged as set forth in the rental agreement upon all late rental payments. These fees may be deducted from Tenants security deposit
  Per our lease forms, Residential Rental Agreement and Nonstandard Rental Provisions; any payment postmarked after the 5th of the month is considered late and a $50 charge will be added to that tenant's account.  This section of our lease is acknowledged by the tenant by initialing next to the item on the lease and signing the bottom of both forms indicating that they understand the above lease terms.  In short, ************** was aware and agreed to this charge upon lease signing.
  ************** claims to have called the office to inform Mark Thatcher Real Estate LLC that his rent was going to be late. We have no record of this. However even if ************** called the office to inform Mark Thatcher Real Estate LLC that the rent payment was going to be late, that would not waive the $50 late fee. ************** was charged a $50 late fee on June 6, 2022 and his rent payment was postmarked on June 8, 2022 which is three (3) days past the 5-day grace ******* This late fee is accurate. ************** was charged a $50 late fee on August 6, 2022 and his rent payment was postmarked on August 17, 2022 which is twelve (12) days past the 5-day grace ******* This late fee is also accurate.
  The second portion of Mr. ****** complaint addresses the $35 *** fee that he received. The Nonstandard Rental Provisions form page 1 item #2 discloses the non-sufficient fund (***) fee he was charged. RETURNED CHECK/STOP PAYMENT FEE: If any payment by ****** is returned unpaid due to insufficient funds or for any other reason, Tenant will be charged a fee of $35.00 per occurrence. If Landlord incurs any other costs or fees as a result of Tenants payment being returned due to insufficient funds or for any other reason, Tenant will also be charged the actual costs incurred by Landlord as a result. These fees and costs may be deducted from Tenants security deposit.
  Per our lease Nonstandard Rental Provisions; any *** payment we receive, a $35 charge will be added to that tenant's account.  This section of our lease is acknowledged by the tenant by initialing next to the item on the lease and signing the bottom of the form indicating that they understand the above lease terms.  In short, ************** was aware and agreed to this charge upon lease signing.
  ************** set up his own automatic payment schedule thru our online portal.  He scheduled a withdraw to take place on September 15, 2022, which came back as *** on September 20, 2022.  Mark Thatcher Real Estate LLC, the owners, and the employees do not have access to add, edit, schedule a withdrawal, change or cancel payments that are submitted thru our online portal by the tenant.  It is the tenants responsibility to keep track of their own finances and scheduling their online payments to our company. It is also not Mark Thatcher Real Estate LLCs fault if the withdraw of funds was pending for a few days. That is out of Mark Thatcher Real Estate LLCs control. For that complaint, ************** was instructed to contact his bank and our management program ******** on why there was a delay on withdrawing the funds.
  Mark Thatcher Real Estate LLC allows online, personal check, money order or cashier's check for payments.  ************** chose to use our online option to make payments.
  *** payments result in Mark Thatcher Real Estate LLC incurring a charge from our bank account as well.  Due to this, Mark Thatcher Real Estate LLC has the policy of when a *** payment is received, that payment and the following 3 months of rent payments have to be in a money order or cashier's check to ensure the money is there and will not come back *** again.  This policy has been in place for 20+ years.
  This was calmly and professionally explained to ************** numerous times on numerous phone calls.  ************** even admitted on one of the phone calls and on the copy of this complaint that he would not have had enough money to cover his other expenses if the rent was withdrawn on September 15th. ************** demanded Mark Thatcher Real Estate LLCs bank statements during one of the calls, which was denied as we do not need to provide him with our bank statements. He was provided with his tenant ledger, which shows the *** payment and *** charge.
  To summarize, ************** entered into a 1-year lease on his own free will with Mark Thatcher Real Estate LLC, acknowledged all of the lease policies, rules & regulations, nonstandard rental provisions and terms by signing and initialing all of the documents. ************** was late on his rent twice which is why he incurred two (2) $50 late fees. ************** scheduled his own online payment to withdraw funds, causing an *** payment. ************** can contact the Mark Thatcher Real Estate LLC office on January 1, 2023 to turn on his online payments, which will be done as long as he has a zero ($0) balance at that time.
  Thank you,
  ***********************
  Office Manager
  Mark Thatcher Real Estate LLC

• Initial Complaint

  Date:05/15/2022

  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.

  Hello We have not had hot water since 5/11/2022, I submitted a request through **** Thatcher to fix the problem, they canceled my request because they allegedly put in a new water heater on 5/13/2022, but we still have no hot water. I called on Saturday, 5/14/2022 *** the manager said that he would try to get someone over by us, we had **** warm water a day, and today 5/15/2022 we do not have any hot water again. We need to take showers, wash dishes, we can't without hot water. Thank You *************************

  Business Response

  Date: 05/19/2022

  To Whom It May *************** building located at ********************************* in ********* consists of ten (10) apartments.  The building has two (2) water heaters that service all ten (10) apartments along with the two (2) building wash machines.
  
  On Wednesday 5/11/22 thru Thursday 5/12/22 our maintenance team along with a local plumber were already replacing one (1) of the two (2) water heaters.  The maintenance request that ******************** submitted on Wednesday 5/11/22 at 6:07pm regarding no hot water was canceled by our maintenance team on Thursday 5/12/22 at 9:37am after the water heater installation was completed. 
  
  Due to unforeseen circumstances, the second (2nd) water heater failed sometime on Friday 5/13/22, which our maintenance team was made aware of prior to ******************** submitting another maintenance request on Friday 5/13/22 at 5:14pm.  Our maintenance team and local plumber were searching everywhere for another water heater to replace the second (2nd) water heater.  With the on-going supply shortage caused by the global pandemic, the closest water heater found would be delivered and installed on Monday 5/16/22 by our maintenance team and local plumber. 
  
  Our maintenance team was contacted by other tenants by phone on Friday 5/13/22 thru Sunday 5/15/22 that the water was only warm.  Every time a call would come in, the maintenance team would go to the building to relight the pilot flame on the second (2nd) water heater.
  
  The first (1st) water heater that installation was completed on Thursday 5/12/22 has worked this entire time.  With the second (2nd) water heater not working properly, unfortunately the first (1st) water heater could only produce enough warm to lukewarm water for the entire building. 
  
  To summarize, the building had warm to lukewarm water between Friday 5/13/22 to Monday 5/16/22 due to the on-going supply shortage caused by the global pandemic.  When the maintenance team was made aware of the lack of hot water throughout the weekend, the maintenance team would relight the second (2nd) water heater pilot light to try to help the first (1st) water heater.  The second (2nd) water heater was replaced on Monday 5/16/22 by our maintenance team and a local plumber.
  
  Sincerely,
  ***********************
  Office Manager
  Mark Thatcher Real Estate LLC

  Customer Answer

  Date: 05/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] I accept the response, the one thing that is not right is that they never let anyone know in the apartment that we would be without hot water, then never told us that they had to search far and wide for a water heater, they can use the excuse because of the pandemic but there was no communication from anyone that owns that apartment. We were never told any of this that is way people were upset, no communication.
  
  Regards,
  
  *************************