BBB Business Review

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Consumer Complaints

BBB Accredited Business since 3/2/2013

Madison Real Estate and Property Management, Inc.

(509) 465-9052

Customer Complaints Summary

25 complaints closed with BBB in last 3 years | 6 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 8
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 16
Total Closed Complaints 25

Additional Complaint Information

BBB files indicate that this business has a pattern of complaints concerning failing to respond to issues reported by consumers and not allowing consumers to accompany the business during the final move out inspection. Further, BBB files indicate that this business does not issue a refund of deposit within 14 days of a tenant move out.

This business has responded to BBB's inquiry regarding this pattern of complaints.

The response was determined to be satisfactory to BBB and fully addressed and provided an explanation for all concerns raised by consumers in complaints filed with BBB

Below are excerpts from the business' response to BBB regarding BBB's inquiry.

* Regarding concerns from consumers about this business failing to respond to reported issues with property. -

Madison responded that they "encourage and welcome communication." They continue to state that in order "to prevent 'he said, she said" type problems, we require all disputes (and most other types of communication) be in writing." It was explained in their response to BBB that this business requires written communication to eliminate hearsay and handle only facts regarding disputes and other communications.

* Regarding concerns from consumers about this business not allowing consumers to accompany the business during the final move out inspection - 

Madison stated in its response to BBB that prior to move-in of any new tenants, photos of the property (estimated at over 200) are taken documenting the condition of the property. A CD with all photos taken and a move-in report are provided to the consumer upon move-in for their documentation.

On move-out of the tenant, the business states that to prevent any conflict and distraction or delay from the tenant, the business does not accompany the tenant on the final walk through. Instead, the business conducts the final move-out inspection independently of the tenant. After the inspection is completed, any repairs to the property not associated with normal 'wear-and-tear' are repaired. The cost of these repairs are charged against the tenants' security deposit. "The tenant is sent a final accounting sheet listing all deductions from the deposit line-by-line and is given copies of all receipts. We even provide before and after photos if requested."

* Regarding concerns from consumers about the business not providing a refund of deposit within 14 days of a tenant move out - 

Madison responded to this concern, referencing the Revised Code of Washington (RCW) 59.18.280. According to the state of Washington's website "Within fourteen days after the termination of the rental agreement and vacation of the premises... the landlord shall give a full and specific statement of the basis for retaining any of the deposit together with the payment of any refund due the tenant under the terms and conditions of the rental agreement." 

Simply stated, a landlord must either provide a full refund of a tenant's security deposit unless a full and specific statement is provided to the tenant stating why the landlord is withholding all of, or part of the security deposit. This notice must be postmarked no later than 14 days after the final move-out.

BBB highly recommends consumers review the Washington State Attorney General Office's resources prior to leasing any property in Washington State to understand a tenant's rights in Washington. Consumers may find this information here.

BBB also recommends consumers reviewing the following tips prior to and after renting property in Washington State:

* Upon move-in, fully document and take pictures of, the condition of the property being rented, ensuring that any damages are well documented and submit a copy of the report to the landlord for their files;
* Correspond with the landlord in writing whenever repairs or issues occur with the property to ensure every communication and attempt to communicate are documented;
* On move-out, fully document and take pictures of the property after thoughtfully cleaning, marking any damage or additional wear and tear that is different from the move-in report, and submit a copy of the report to the landlord for their files;
* Ensure that you provide a new address to the landlord upon move-out for future correspondence from the landlord regarding the security deposit.

Industry Comparison | Chart

Property Management , Real Estate , Real Estate Rental Service


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.