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BBB Accredited Business since
Phone: (210) 340-1717 Fax: (210) 342-4198 2141 NW Military Hwy Ste 101, San Antonio, TX 78213
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This company offers property management and real estate services.
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A BBB Accredited Business since
BBB has determined that Boardwalk Real Property Management Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Boardwalk Real Property Management Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 7 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||7|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Texas Real Estate Commission
PO Box 12188, Austin TX 78711
Phone Number: (512) 936-3000
Type of Entity
Business ManagementMr. Stephen Foster, President
Related BusinessesStephen D. Foster & Associates
Method(s) of PaymentCredit Cards, Bank Draft, Money Order, Certified Check, Personal Check, ACH
2141 NW Military Hwy Ste 101
San Antonio, TX 78213 (210) 340-1717 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: My complaint is concerning the gross negligence, lack of concern, and minimal intervention by Boardwalk RPM to provide livable conditions of the property. Boardwalk RPM has shown an extreme indifference, insufficient and unsatisfactory responsibility in both the condition and maintenance of the property, making it unsuitable to safely live. After being assured that the property would be professionally cleaned, they retracted on their initial promise when I discovered the rugs and bathroom were unsanitary. Before I signed the lease, they promised to have it cleaned again to my standards if I was unhappy with how they cleaned the property. However, once the lease was signed they did not fulfill their promise made to me regarding the sanitation and safety of the property. When I talked to an Assistant Property Manager, my concerns were ignored evidenced by repeatedly cutting me off and avoiding my questions, concerns and complaints and attempting to hang up on me. Repairs that property management are refusing to fix or clean which were hidden from me prior to signing the lease are as follows: un-vacuumed rug before shampooing the carpet resulting in pushed-around dirt, dog urine on the carpet, accumulated soap scum on the bottom of a tub, dirty bathroom, hole in the master bedroom door, loose towel racks, unworkable lock on bathroom door, failure to install and then fix undrawable blinds and patch a bulging prior water leak. There has been severe lack of cooperation from the property management and owner, requiring 4 attempts, the last one being in person, to get information whether my service request would be carried out. These conditions were substandard and non-livable, and their response time is unexceptable in this matter. When tenant expressed displeasure of the “professional cleaning” job, they had the carpet shampooed, but would not clean the place or fix problems to make the house “move-in” ready (loose towel racks, hole in bedroom door, and refusing to even clean the tub) while stating that the house was in “immaculate condition.” Digging into my own finances to make the house move-in ready, I was forced to purchase cleaning supplies and then clean the entire house, which took an entire two weeks – and the master bathroom is impossible for me to clean without the use of heavy duty cleaning supplies, which no ordinary tenant would have access to. Boardwalk RPM will not reimburse me for any expenses because the owner deems these requests to be “cosmetic” in nature. They agreed only to check out the possible water damage and constant water draining in the bathrooms. A plumber has come four times, first stating that there is water damage from prior tenants, making another recommendation to patch the damage, which is drooping into the pantry downstairs. It obviously hasn’t been patched (declined by the owner who will only fix things that are minimally necessary). The second visit minimized the running water of the toilet, but it has not been fixed. I finally had to shut the water off and stopped using the bathroom in the master room because it is so filthy anyway. Due to the constant draining of water in the other bathroom, my water bill spiked significantly (more than twice the amount of gallons normally used by a household of entire families, as reflected on my water bill) due to willful negligence over a period of 4 weeks. Recently, I was informed by Boardwalk RPM via email that the last incident involving the toilet becoming clogged, overflowing and leaking from the bottom of the toilet, was somehow my fault and that I would be charged for the incident. Based on the fact that this plumbing issue was never resolved, this can in no way be my responsibility. I responded in writing on 4/3/15, via email, to both property managers, and neither bothered to respond to me or rectify the situation in any way. Electrical problems, including a spark and a near fire occurred because prior tenants changed a 4 prong dryer plug to a 3 prong dryer plug. Boardwalk RPM neglected to check this for safety, which nearly caused personal injury to me. It burned several holes in the laundry room floor to avoid bodily harm and injury to myself. The biggest safety concern involved a robbery that occurred on 11/25/14 due to a woefully inadequate closet door being placed on the front door, which had no structural integrity/safety to prevent theft and was purely cosmetic in nature. Attached pictures prove that this door was made out of particle board and foam, with what the police officer and detective said “a teenager could easily kick through.” Attempting to absolve themselves of any responsibility, Boardwalk RPM made numerous false claims, did not check the door (or dryer plugs) for safety and seemed surprised that this kind of door was installed, saying “we never had that problem before.” The door installer informed me that the front door was actually one used as a bedroom or closet (indoor) door with no structural integrity whatsoever – made of particle board and Styrofoam. I have lost thousands of dollars in personal property, not to mention personal and client information has been compromised. I understand break-ins do occur, but this situation could have easily been avoided. It is obvious that the cost-cutting and negligence on the owner’s part to avoid putting a door that was neither structural nor designed for any outside use is another example of their gross negligence in providing satisfactory living conditions of any ordinary tenant, going as far as to compromise my safety. In addition, since I was not able to stay at the residence, both due to personal safety and security of the actual building, I had to stay in hotels and other places for 6 days out-of-pocket expense. I have attempted on numerous occasions to work with Boardwalk RPM to help rectify the obvious and extremely hazardous safety concerns I now face due to Boardwalk RPM’s unwillingness to make the house safe. Additionally, they rejected assisting in installing a security system, repeatedly saying this would be my responsibility, and never allowed the door installers to return to make adjustments to the front door to make it lock or unlock properly. The obvious negligence and shortcuts by Boardwalk RPM is obvious, but when it comes to my personal safety, this incident was easily avoidable if it wasn’t for their gross negligence in safety not to mention subpar gross living conditions. I have repeatedly attempted in fear and desperation to work out a compromise with the Boardwalk RPM only to be callously rebuffed, ignored, and denied my basic tenant rights. They showed a behavior pattern reneging on promises and systematically lying to cover their habitual negligence. The heater never worked properly, and Boardwalk’s contractors came twice, the first time it took them 2 weeks to get the right company to come over. The second time, Boardwalk sent the same incorrect company again; however, this time I had to endure the coldest days of the year, the temperature being 40-45 degrees in my house for 4 days. Their communication with their maintenance department is nonexistent and grossly insufficient, and caused me to make a data entry mistake, costing me countless hours of sleep, additional fees, and continued stress. Additionally, other work requests that were rejected were to fix the dishwasher and the (new) front door. The dishwasher has never worked properly upon move-in, causing permanent damage to some of my dishes, only revealing that Boardwalk RPM provided misleading information regarding the property. The front door was installed on 11/27/14 , but the job was not completed. The door installers informed me they would return to finish the caulking, but no update was provided by Boardwalk RPM until, due to my repeated prompting, a Property Manager finally responded via email on 1/14/15 that both requests have not been approved by the owner of the property and will not be addressed. The front door’s deadlock now will not lock and/or gets fixated in the locked position, making it impossible to enter or exit the front door, which is obviously yet another safety concern and is costing me extra money to heat the house as air enters through that door. Overall, Boardwalk RPM’s negligence toward my safety and unexceptable state of the property upon move-in is costing me a great deal of stress, income expense and continued threats to my safety.
Desired Settlement: Make repairs, finish the job, refund money for expenses I had to pay out of pocket, make the conditions livable (conducive to living).
I find the tenants statements about gross negligence,
Business Response: I would like to apologize to our tenant for a complete misunderstanding on our part. We did not have photos of the door involved and could not believe that type of door had been placed as an exterior door by the builder, years before. We have come to a mutual agreement with the tenant and I appreciate her efforts.
Read Complaint Details
Complaint: On September 4 2013 I paid the monthly rent of 925.00 to boardwalk. Boardwalk gave the rent of 925.00 to the landlord of the property and the rent wasn't paid for September 2013. Boardwalk is showing it as we didn't pay the rent for September 2013 even though I have copies of my bank statement showing the deduction of 925.00 to boardwalk. Later on in the month we received a letter from Carrington properties. That the house was in foreclosure. The landlord wasn't paying the mortgage. I've sent both boardwalk and Carrington properties the new property management. Company we have now both copies of the bank statements that show I paid 925 for September. 2013..they aren't. Willing to work on this issue with me and ignore my calls..i need help to resolve this matter..
Desired Settlement: Credit on my account for September. 2013
Business Response: The tenant is mostly correct. They paid their September 2013 rent which we, Boardwalk, sent to the owner. Later in the month we were also contacted by Carrington Property Services to help them with the management of the property. Once Carrington assumed management of the property with us acting on their behalf here in San Antonio, we started a new register for the property. Since we do not collect the rent for the Carrington properties, they have the rent sent directly to them, our register shows no more rental payments. We have spoken to Carrington numerous times about this incident and today received an email from Carrington crediting the tenant with the September 2013 rent. Problem solved. I want to thank the tenant for their follow-up on this issue.
I have attached the emails that Marty received from Carrington Property Services verifying that rental account for ******* ********* was current. This is all I have as we do not collect their rent, Carrington does. If Mr. ********* wants a receipt he needs to contact the folks at Carrington, their contact info is included on the attachments.
Problems with Product/Service
Read Complaint Details
Complaint: We began renting with Boardwalk 4/1/14 the home was in poor condition. Lost of work order request needed to be made right off the start. Its taken them three months to attend to the issues.The assistant property manager for my rental property dose not return emails or phone calls even after many voicemails and emails have been sent. There were a few instances where she gave me poor customer service over the phone. She lost or miss placed documentation and insisted that I was at fault. I made a complaint against the property manager and the office manager sided with the assistant property manager. So I had a meeting with them and then said documentation was found and work orders did not get fixed till this day. They tell me that they are in the process of fixing it but no one is getting back to me. They currently started work on the plumbing issues and the home is not livable been trying to get another place to stay through them but is reviving no help.
Desired Settlement: I would like them to waive the month of July's rent.
To whom it may concern.
Problems with Product/Service
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Complaint: I leased a property from this company and at the end of the lease they provided "Move-Out Instructions" that only required the walls to be cleaned. After moving out, they keep $175 from my deposit for touch up paint which was not a requirement under the lease nor the move out instructions provided.
Desired Settlement: I want the $175.00 that they unfairly kept back.
I appreciate the letter from our former tenant. The property in question was a new home and she was the first person to occupy it. She left the home in excellent condition with the exception of the items that were mentioned in her security deposit reconciliation. We have had written communication from her about this all of which we have answered. I believe that this may be a miss understanding of what is deductible. I also believe that she may not be aware of these damages because some of the damage may have happened while she was moving out as they appear to be scrapes to the wall as items were moved past them. Pictures of these damages are attached. According to the lease that she signed, paragraph 10.D.1. Landlord may deduct reasonable charges from the security deposit for: (q) cost to restore walls, flooring, landscaping or any alteration to the Property not approved in writing by Landlord: and paragraph 17.D.3 & 6. Prohibitions: Except as otherwise permitted by law, this lease, or in writing by Landlord, Tenant may not: (3) make holes in the woodwork, floors, or walls, except that a reasonable number of small nails may be used to hang pictures in sheetrock and grooves in paneling: (6) alter, replace or remove flooring material, paint, or wallpaper. The tenant was charged the $175 that it cost to have these items restored. I was not able to attach a copy of the lease due to the limit of attachments but will be glad to send one if requested.
Problems with Product/Service
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Complaint: I moved out of ***** ***** ***** on 18 Jun 13 officially. That is when I turned in my keys however, had stopped living there the week prior so that the painters and cleaners could get the home inspection ready. I was expecting 945 (my full deposit) returned to me and only received a little over 200. I was charged by Boardwalk for painting, cleaning, and hauling away trash. These are all things I had paid for. I was also over charged for replacement of broken blinds and repairs for a toilet paper holder and a shower head. I replaced the shower head and paid someone to come put it in for me however, I was charged anyway. This is ridiculous. Instead of repairs being made on the house by the owner, I was constantly refused and told that the owner was not going to pay for the repairs even though the items in the house would be broken toilets or shower heads or fences. I am 100% disabled through the military and I can't work, I can't do repairs either. Boardwalk did not assist me and for four years my rent increased on a house that was paid for so I assumed some of that money was going to go to repairs and it did not. I spent 945 of my own money to pay for the house to be be cleaned professionally and repainted and gave me an invoice showing they spent an additional 600+ that is impossible. The house was being shown while I was still in it, instead of them waiting for me to move out. It is very possible that anyone could have messed up the house and I'm being held responsible. I asked that they wait until I move out to show the house and was told I would be charged $50 per missed showing if I did not allow the house to be shown. This is predatory because any Realtor could have shown the house at any time without my knowledge. I can provide a letter from the cleaners because people were showing up to view the home even while they were there trying to clean and while the painters were trying to paint. Even people off the street who were not there with a Realtor because a sign was in the yard and the Realtors left the door open. I also have my original inventory from when I moved in detailing everything that was broken in that house and the blinds they were trying to pin on me were broken when I moved in and only cost $4 however the bill I was sent was not itemized so I have no way of knowing how much was spent on what, I just know that Boardwalk is trying to keep money for services I had paid for and I moved because of how unhappy I was and now I am filing this complaint. I gave them an opportunity to fix the issue and they sent me a letter stating they had proof that I left the house a mess.
Desired Settlement: I want the BBB to thoroughly investigate my complaint, this company should have any good standing with the BBB revoked. It should also have its license to operate revoked for a period of time to review all of its records to find out what is going on in terms of maintenance when tenants have issues.
Member Response August 12, 2013
Business Response: I am sorry that Ms. ***** feels as she does. However, if she would like copies of the photos that were taken the afternoon that she moved, we will be happy to provide them for her. I have provided 4 of them with this email. Also, the only employee from Boardwalk that visited the property while she was present was *****. Anyone else was probably an independent real estate agent showing the property to a client or previewing it. All showings and previews are scheduled through Centralized Showing Systems and a call is placed with the tenant notifying them of the time. We have already refunded the $263.05 for the replacement of the blinds to Ms. *****. No other funds will be forthcoming.
|12/17/2012||Problems with Product/Service|