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:04/26/2025

  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.

  Upon moving out of the property at ***********************, the new property management *** Withheld $540.00 for repairs and cleaning that I had already completed. The only undisputed charge was $40 for broken blinds. They also did not return security/charges within 21 days of move out.

  Business Response

  Date: 04/27/2025

  The security deposit return was postmarked 21 days after move out, and we have text messages notifying the tenant that it has been sent. I have included a dispute form in which he can fill out if feels the charges aren't correct. 

• Initial Complaint

  Date:07/02/2024

  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.

  Prosper took over property management the last month of my lease on June 28, 2024. I paid them rent a day ahead of this that was owed in my portal that I created about a month prior. Fast forward to July 1, 2024, I go back in my portal to see if there is anything about me not renewing my lease at the end of July since no one has said a word about it. I gave my notice to the prior leasing company 90 days in advance. When I log in I see four new charges to my account. Two for moving in and two for the month of July. Two admin fees - liability landlord insurance for $4.50 and two liability landlord insurance fees for $10.50. I have renters insurance through my old leasing company because it was in my lease to possess. I also uploaded those documents to their portal because I guess some documents and such didnt get transferred over (like renters insurance and my vacating written notice). I am questioning if its legal to charge for liability landlord insurance without notice of any kind (30 day) all while on my old lease and also if its ok to charge for an entire month of June even though they only bought it for three days of the month of June. Either way, I emailed and asked what the charges were, no reply. Then I received a text from Prosper because they want me to print and fill out vacate paperwork so I also asked via text. No reply as of right now. But something just doesnt seem right already having 500k in liability with renters insurance and then asking to pay a move in charge and insurance for the landlord.

  Business Response

  Date: 07/03/2024

  I have just been notified of this, this is an error on our end- she was auto charged liability insurance in June because we didn't have the tenant purchased insurance uploaded until 7-1, she was also charged on 7-1 for liability to landlord insurance because of the auto generated program with our system "clicked require insurance" for this property, because it's required on all properties. (The auto charge posted before the insurance was uploaded) The tenant has been credited for all charges. Thank you!

  Customer Answer

  Date: 07/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/23/2022

  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.

  Our furnace is not working and has not worked the past three days and we have been trying to contact the business to get it resolved because we have children in our house. We have googled everything we could do and nothing has worked. It is negative weather outside and the highest we can get it in our house is 65 and thats with space heaters, we have called them every hour on the hour to get somebody out here to resolve the problem and are getting no resolution. We have had a humming noise for over a month coming from our furnace and they have known about it and still nobody has come to check on that and now its to the point where theres hardly any heat. We have reached out to them numerous of times and keep getting a run around.

  Business Response

  Date: 12/23/2022

  I see 3 work orders have been created regarding the furnace. Work order ***** - created 10/15/22 at 8:29pm, regarding buzzing noises in the furnace, completed on 10/17 at 12:27PM. Work order *****- created on 11/20 at 8:02am, regarding furnace not pushing heat, but the unit is at 67 degrees, completed on 11/21 at 8:46am. Work order *****, created on 12/21 at 10:05am, regarding furnace is broken but the heat is still at 67 degrees, not yet completed, we have contacted CCS Services to look into the furnace and notified the tenant.

   

  Current outside weather is at 1 degree, its been in the negative all day though, if their unit is at 67 degrees and they have space heaters then we have time while CCS Services are able to look into it. To say we have not done anything is a lie. Due to the weather and more serious issues we were told we are on a list for CCS Services to go to the unit. This information was notified to the tenant. 

• Initial Complaint

  Date:10/28/2022

  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.

  I believe this company is garbage. My building was owned by a different company *** since they took over they have been charging me ridiculous fees on my rent. I never asked them to report to the credit reporting that's an extra 5 dollars. They would charge me 20 dollars fee till I had my water bill switched over than they went ahead a paid it and charged me a ridiculous 50 dollar fee. They are unprofessional and money hungry

  Business Response

  Date: 10/31/2022

  The tenant did sign a lease 3/8/22 with the changes in rent, utility convenience fees, and credit reporting, which would take in effect on 6/1/22. The $5 CredHUB charge is for the credit reporting, this allows tenants to build their credit report as long as they pay on time. The $50 convenience fee which was only charged once, 10/28/22, has been explained to the tenant via text and emails with the transfer form as far back as 11/11/21. With the number of properties we have we prefer for the tenants to have the invoices go to them directly. If the tenants choose to ignore our messages then a $50 convenience fee for paying the invoice then notifying the tenant will be added to the tenants ledger every 3 months. 

• Initial Complaint

  Date:05/25/2022

  Type:Billing 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.

  Rent is on the first of the month. That is understood. However, there's a 5 day grace ******* I told prosper when I signed the lease that I am unable to make payments on the 1st because my disability check comes on the 3rd. I am totally and permanently disabled. That was acceptable to them. As long as I get it in by the 5th. For the month of April 2022 I paid on the 3rd and incurred a $25 late charge, despite there being a grace ****** until the 5th . And incurred $5 a day fee for the entire month of April because of that $25 late charge. I would like them to remove the $25 late charge and the $120 in fees for that late charge for a total of $145.There's a $20 charge for water from November of 2021. but it wasn't actually in my lease that I had to pay $20 extra per month for water. Notice that the water charge started in November but my lease started in July.I have no problem paying that extra $20. And thank you for not charging me late fees for that since it wasn't in the lease.There's also an extra $20 charge for the garage in April. Not sure what that is about.

  Business Response

  Date: 05/26/2022

  Tenant charges are automatically posted on the fist of the month. On 4/1/22 tenants ledger shows April 2022 rent of $450, flat rate utility fee of $20, April 2022 pet fee of $25, and April 2022 Garage rent of $55. Prior to April 2022 the tenant also had a previous charge of the flat rate utility fee for November 2021 which was never paid. Per renewal signed on 4/19/2021 a $20 water fee would be added on the first of every month. When the tenant made his payment of $530 the system automatically paid the first charges on his ledger, which meant his garage rent was not paid in full. It was the shortage of garage rent that caused the late fees of $145. I have provided a credit to remove the late fees but the tenant still owes $40, of which are for the utility fees that have not been paid. Tenant has access to communicate with us via text and email and I show that our rent collections team reach out to him on 5/6/22 about his balance, but no response.

  Customer Answer

  Date: 06/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************