ComplaintsforSmart Asset Realty, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company rented me an apartment that already had a mice infestation. Before I moved in didnt provide an exterminator or nothing. They over charged me for an infested property with not only mice but other larger animals that come through this big whole outside. I want a lot of my money back from not disclosing this. Also coming to my home unannounced not giving me 12hrs notice. They also charged me for damages not done by me.

  Business response

  07/12/2024

  There was report of one mouse seen in October 2022, the resident was advised to place mouse traps per the owner of the property and offered a reimbursement for the traps. There was not a mice infestation prior to move in. While the tenant lived there we sent pest control to treat, which was completed 5/1/2024. We have dispatched pest control again 7/11/24. Pests are attracted to food and trash, areas that are not kept clean which are a responsibility of the tenant to maintain a level of cleanliness of the property they are renting. We do post notices prior to entry, please see attached photo. 

  Customer response

  07/12/2024

  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 reported more than one since last year and the public health department stated it was a open case and even my neighbor stated he had them before I got here and I have a ton of pictures of mice. I dont Ill bringing to our court date.
  
  *************************

  Business response

  07/16/2024

  Since the recent reports we have collaborated with the city and have dispatched for treatment. 

  Customer response

  07/16/2024

  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.
  
  They wait until the city involved to set up pest control but cant do it last year August when I kept making reports. Its so bad my neighbor put mice traps on the stairs downstairs and has a cat so I know there was more than one he even stated that. There in places where there no food source at all. All im going say is in ********* legally you have to let tenant know before they sign there lease  mice  are present. So thank you for stating there was a report oct 2022 when I moved here march 2023! Anyways Im not going back and forth I asked to speak to the owner to resolve the rent is*** as well as the mice. This company even block me from making any rent payments and trying *** me in court when I agreed to pay them. I just stated that I would want portion of my rent back from previous months as well as my rent prorated until this infestation is resolved but its okay we will handle this in court. 
  Regards,
  
  *************************

  Business response

  07/17/2024

  Mercy is currently under eviction for defaulting on rent payment with a balance of $1815, we will not be offering a refund as we have addressed the pest concern and are collaborating with the City as well on this concern. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into ************************************** January. After the snow season was over I realized that the yard was horrible with trash, wood, glass, tires, branches on the electrical line and the electrical line almost touching the ground etc. I contacted smart asset to let them know I need this stuff removed as soon as possible. I was told someone will be dispatched to do the work and still nothing has been done. Its been a month and *** requested for someone to come out again and was told it is the tenant responsible. All this stuff was done before I moved in and once the snow melted all the garbage is what I saw. When I moved in it was over 6 inches of snow back yard was completely covered in snow not being able to see the ground. Once snow was gone I took pictures and sent them over to them. They still havent came to remove this garbage. I can email you with photos and text messages between smart asset and myself.

  Business response

  05/30/2024

  Photos that the tenant sent on February 19th show debris on the front porch and by the back yard.  These items were all cleared for the housing inspection on February 27th which passed.  The photos the tenant sent on February 19th show grass in the yard with no debris in the yard.  The tenant made an exterior complaint to the City of ********* in February and the ********** of ************ Services put together a list of code violations that did not include trash or debris in the yard or any other item the tenant is mentioning.  All items the ********** of ************ Services listed were completed by the owners.  Smart Asset Management has photos of this work completed which also shows part of the yard with no debris in the yard.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for water for the whole duplex while my neighbor upstairs was only charged for hot water.

  Business response

  05/06/2024

  Water usage on 1 meter for multiple units can be billed back to the units 1 of 2 ways, by number of occupants or number of units. ******** has only ever been charged 50% of the water/sewer/trash bill as the units are roughly the same size and we only have 1 resident listed for each unit. She has not been charged the water bill for the whole house, that is factually incorrect. The lease states tenants responsible for water usage that have a shared water meter will be billed back utilizing the RUBS method.

  Customer response

  05/06/2024

  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.
  I was charged $222.31 for my water usage which is outrageous for myself and one tenant. Also I reviewed my upstairs neighbors' lease and she is only responsible for hot water. I spoke with a rep from Smart Asset regarding this matter and I was told that because I signed a lease saying that I pay water I'm liable and besides there is only 1 meter and someone has to pay it. When I signed the lease I was the only one in the duplex and I had no problem paying the water because I was the only one using it. Also I was never shown a bill of the usage

  I can't be held liable.
  [Please type your response here.]
  
  Regards,
  
  *****************************

  Business response

  05/08/2024

  ******** was not charged the entire water bill, she was charged half the bill as she always has been. The other half of the tenant's water bill was paid in full. We called ******** 5/7/24 and talked through the bill and charges on the account, she appeared to understand. 

  Customer response

  05/08/2024

  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.
  
  [I did speak with **** from Smart Asset and he said to me that I was not charged for the whole bill just half of it. I explained to him that I had spoken with the upstairs neighbor and she showed me that she wasn't being charged for water and I asked hows that possible. **** said due to fact that she (upstairs neighbor) is on rental assistance they couldn't change so because of that they said they split the bill in half. I explained that if they couldn't give me my exact usage for this bill they couldn't charge me for it. I also informed them that I am not responsible for the owner,'s municipal charges. 
  
  Regards,
  
  *****************************

  Business response

  05/09/2024

  ******** explained that "if they couldnt give exact me exact usage then they can't charge me for it." That is not correct, our lease states that the charges for water will be billed back to the Tenant in a separate monthly bill using the Ratio Utility Billing System (RUBS. RUBS calculates each Tenants portion of the total water bill based on the total building(s) estimated size and the approximate square footage of each apartment." This is a common and legal practice to assess the Tenant their portion of the water/sewer/trash bill. The owners lease and contract with the other resident has no impact on ********* lease, especially because ******** has only ever been charged 50% of the bill. The municipal charges located on the water/sewer/trash bill make up approximately 50% of the total bill, including the following:

  Local sewerage charge - *****% of total bill
  Storm water mgmt. charge 5% of total bill
  Solid waste charge (trash pick-up) *****% of total bill
  Street light charge 2% of total bill
  

  While the local sewerage, storm water mgmt, and solid waste are all directly a part of the water/sewer/trash category stated in the lease, for the 2% street light charge, we will credit ******** the $4.55 she was charged for this along with the other two instances where she was charged $4.55, for a total credit of $13.65.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This house got big rats its infested badly Im on section 8 I have my three babies staying with me nobody came out to fix the issue they all in my walls vents my kids scared to be here Im scared they got in my refrigerator and freezer I cant even get groceries for my house either they need to move me to a different section 8 or freeze the rent til I find elsewhere but my children dont need to be here going through this

  Business response

  05/01/2024

  The request was received 4/26/24 and Pest control has been dispatched, scheduled to go out and treat today 5/1/2024 from 1pm-5pm. 

  Customer response

  05/01/2024

  [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

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  workers at smart asset realty is very unprofessional and rude . the worker ***** is calling phone because I reported her for scamming and illegal activities . she is now harassing me calling my phone

  Business response

  04/05/2024

  Hello *******, 

  We received your call and complaint regarding ****** and were able to confirm that no such illegal activities took place. We investigated all parties involved and this involved needing all facts from you as well since you reported this. We take all accusations seriously. The applicant in question did meet rental criteria at another property. Each property has different rental criteria which is posted publicly on our website. There are scenarios where applicants are denied, and we reopen their applications if they add co-signers or are able to prove more income, etc. Each applicants information is confidential as this encompasses personal and financial information. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted the property manager on multiple occasions regarding a noise complaint that a neighbor is causing and my requests have been ignored. The tenant has continued to make noise and disrupt my sleep by slamming the toilet seat and slamming doors at all hours of the night. There is currently a policy that state that quiet time is at 10pm and after in the lease. It seems as though that policy isn't being adhered to.

  Business response

  12/19/2023

  We have been in communication with ******** regarding her complaints. ****************** has been working with the other tenants ******** is accusing. There are hearing impaired tenants in the building which can impact their ability to hear loud noises. We cannot limit hours tenants use the restroom in a rooming house as everyone should have the freedom to move around as needed. 

  Customer response

  12/19/2023

  [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

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied as a co signer for my brother for an apt. I received a letter of adverse judgement, stating i was denied due to, criminal record, and insufficient income. I do not have a criminal record beyond a speeding ticket. As for income, they as for 2.5 times the rent, I make 5times the rent. I paid total of $70 for two application fees, one $35 fee for me and one for my brother. Due to you falsifying information about me and defamation of character, I want a refund, before i file a lawsuit.

  Business response

  10/26/2023

  We have been in communication with ******* regarding this concern, additionally we have already refunded her application fee as a courtesy even though it's a non-refundable fee. 

  Email thread:

  Sent to ***************************** : Wednesday, October 25, 2023 8:17 AM
  Tiliene forwarded me your email. We do accept Section 8 and it brings our income requirement from 2.5X to 1.5x the rent amount. We do require that the individual staying at the property has the income to meet our requirements. I see your brothers application noted he is on SSI, but no documentation was sent to verify. The application was denied not just for the income but because of criminal history. Below are our rental qualifications which is available on our website.

  Rental Qualifications:
  

  From: *****************************

  Sent: Wednesday, October 25, 2023 8:17 AM
  
  Hello ******, 
  
  Thank you for reaching out. 
  We were never told the income went from 2.5x to 1.5x the rent on SSI. I did attach a recent letter he gets monthly stating what his monthly income is on SSI, I am not sure why it didn't come through. 
  As for his criminal record, I wanted to provide information at the time of applying to explain his situation, but there wasn't anywhere on the application to do so, nor was I asked about anything, and i wasn't sure who to reach out to. 
  
  Yes, he does have a criminal record, from another county north of here, where he used to live. 
  He moved here to get away from the people he was around and to start over. 
  He has been complying with all the court orders he was given and just wants to find a permanent place to live to stay on his path of recovery, going on a year sober, and live a normal life. 
  He has been working with his probation officer and case workers trying to find a permanent place to live, with no luck, because of his past and no one will give him a chance. 
  I cosigned hoping it would help him get approved, since my income is well over what you require.
  I am pretty much his undocumented (yet) power of attorney and have also been trying to help because I know, all he wants is a chance at a normal life in his own apt. 
  I understand many landlords and management companies have been burned in the past by tenants, but he is not like that, he really just wants a place to call home. 
  If you are willing to consider these factors for approval, please let me know. 

  Sent: Wednesday, October 25, 2023 8:30 AM
  To: *****************************

  Subject: RE: Smart Asset Realty - Rental Application
  
  *******,
  
  I appreciate you following up and providing information. The Fair housing act requires us to treat each applicant the same. Unfortunately, this means I can only base my decision off what shows up on the background check and documents provided. I cannot go off someones personal story. As I said in my previous email, we are focused on the last five years of someones history. Unfortunately, I cannot overturn the denial.
  
  I wish your brother the best as he looks to reset in a new community. At this time, there is nothing I can do. I am sorry.  
  
  I cannot refund both your application fees, I will however refund yours. We look to treat everyone fair and with respect. I hope you would be willing to update your 1 star ****** review.

   

  Here is a list of the criminal history for the co-signer's brother/applicant from the last 5 years:

  Possess w/ Intent-Amphetamine(>10-50g), a class D felony, ********* Statutes 961.41(1m)(e)3.
  Bail Jumping-Felony, a class H felony, ********* Statutes 946.49(1)(b).
  Possession of Methamphetamine, a class I felony, ********* Statutes 961.41(3g)(g).
  Carrying a Concealed Knife, a class A misdemeanor, ********* Statutes 941.231.
  Bail Jumping-Misdemeanor, a class A misdemeanor, ********* Statutes 946.49(1)(a).
  Resisting or Obstructing an Officer, a class A misdemeanor, ********* Statutes 946.41(1).
  Possess Drug Paraphernalia, an unclassified misdemeanor, ********* Statutes 961.573(1).
  Poss of drug paraphernalia 1st. This is not a criminal offense and results only in a money penalty for this offense.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Company has placed a charge on my acct. Company refuses to provide any fines, charges, bills, invoices regarding the charge. Every time I try and speak with someone I get the run around regarding this issue.

  Business response

  09/14/2023

  The tenant had neglected her lawncare to the point of excessive overgrowth. The City issued a violation to the owner, our company dispatched a lawn care service to cut down the weeds. ****** is responsible for lawncare and liable for labor charges. The tenant was given multiple written warnings via text and email. Since the tenant did not take care of the weeds, the management company had to complete it on her behalf to prevent city fines. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello ******, We will have a check for you for $100 ready to pick up. When you pick up the check we will need you to return our keys that were given to you.Smart Asset Realty Text only Reply STOP to unsubscribe.Message received Friday, July 7th 11:09am I am owed $200 not $100 for my time & work during the beginning of June 2023

  Business response

  07/11/2023

  ********************** decided that he no longer wanted to work with our company. He stopped responding to his supervisor and stopped showing up for work.  He no called no showed for work and after 2 days this is considered voluntary resignation. 

  We have no issue with paying for the work he did complete before he resigned. However that amount is $100 not the $200 he claims. He submitted invoices for two properties which are to be cleaned weekly. He submitted duplicate invoices for the two building claiming he cleaned ************* on 6/15 and on 6/16. He was authorized to clean this once a week at the agreed amount of $50.
  He also submitted invoices for ************** for cleaning on 6/16 and 6/14. He was authorized to clean once a week for $50.
  This was always the arrangement it never changed. If he decided to clean outside the agreement that is his choice. The Owners of these buildings only authorized cleaning once a week.
  A check for the work he was authorized for is ready for his pick ** in the amount of $100 as stated In the text to him.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1)The company has failed to comply with its agreement to provide asset to the garage, although deposit and 2 months of rent have been paid 2)A request was made using the companys maintenance request procedures regarding a hand railing for the basement steps (there is a child living in the home)3)A request was made to replace the built in microwave because metal is exposed and it is a fire

  Business response

  07/06/2023

  Hello ******,  

  Our apologies in the delay, the ********************** has escalated your concerns and will be in contact with you by the end of the day. We are working on getting a universal garage remote for your garage door. A technician will be in touch with you to get this programmed and delivered to you in addition to installing the railing tomorrow, 7/7/2023. 

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