BBB Business Review

What is a BBB Business Review?

Consumer Complaints

BBB Accredited Business since 07/11/2005

Townsend Real Estate

Phone: (910) 323-1110

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
10/22/2013Problems with Product / Service | Read Complaint Details
X

Complaint
******** Real Estate has managed my rental property for the last 16 months. I feel they have inadequately managed my property.
At the beginning of the contract, I had to request receipts for repairs because it seemed to me I was being overcharged for minor repairs. The last month, I was charged for the renter to have a personal AC unit removed from storage and placed in a window. I never gave permission for a window unit to be installed. I was charged $75 for this service by ** ****** on September 4. The rental agent informed my on the September 3 the AC compressor would need to be replaced and would cost me $733 total. On my latest statement there is an additional bill for a $110 service call on September 3. The new AC compressor was installed on September 6. The new compressor bill states I owe $733. These amounts have been deducted from the rent, resulting in me still owing $108 next month.

It was my understanding the rental agency would make house checks every six months. It is my understanding this has yet to occur. I was going to put the house on the market for sale this past summer, but due to the poor condition of the house, my agent claims it cannot be shown. It will cost me more than the $300 deposit to clean the house and yard.

Desired Settlement
I would like $185 for the $75 a/c unit installation and the $110 a/c service call.

Business Response
I am terribly sorry to hear your thoughts on how the property has been managed. We do hold the right to make any repairs under $500. This is a case where we acted in efforts to keep the tenant happy. A happy tenant does wonders for your investment. We took the liberty of doing this because it was a low cost to provide the tenant temporary relief while your A/C unit was being operated on. Satisfying something small like this will not only satisfy your tenant, but make her feel she is cared for. In turn the tenant should take more pride and care for your property. This all funnels down to looking out for your best interest. If the tenant had moved, you would have a vacant house and will not have the usual proceeds coming in.

We will reimburse you the $185. We do, however, feel that we did nothing wrong in this situation. Being an owner of a rental home is an investment and has expenses. If our course of action differs from the course of action that you expect, we may need to re-evaluate our business relationship.

We will disburse the funds into your account today.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

11/03/2015Problems with Product / Service | Read Complaint Details
X

Complaint
Broken shower
A couple months ago I called Townsend to let them know my bath tub was leaking. No one came to fix it. Then my tub completely stopped running water. I called to let Townsend know over a month ago, and have called several times since to remind them. My pregnant wife, one year old daughter and myself have had to shower at a friends house for a month now. We only have one bathroom, there isn't a spare shower.

Desired Settlement
I want my shower fixed, so my family and myself can shower at home.

Business Response
Contact Name and Title: Alex ********
Contact Phone: XXXXXXXXXX
Contact Email: ****@townsendrealestate.com
The tenant moved into XXXXX Biltmore Dr. on 12/11/14. We were notified that the shower was having issues on 9/2/15. We received an estimate for $950 for the shower repairs which were sent to the home owner. The home owner did not respond to us and we did fail to follow up. This definitely could have been handled differently on our end.
The shower is not fixed and fully operational. Our plumber discovered that the tenant changed out the shower head themselves and there were toys in the drain along with large amounts of hair. He had determined that this was the root of the shower issues.
We handle hundreds of repairs a month and usually do not have complaints or delays. This issue was sent to the home owner but was not properly followed up on our end. We have apologized to the tenant and done everything we can do to make sure the shower is fully functional.
We also determined, upon inspecting, that the tenant has made other major alterations, has unauthorized pets and occupants living in the home, and has no air filter in the air return. The tenant will be notified of these breaches of the lease. We will be notifying the tenant of these breaches.
Please let me know if there is any additional information that will help you with this inquiry.

**** ********
****@townsendrealestate.com
(XXX) XXX-XXXX

06/24/2013Billing / Collection Issues

Industry Comparison| Chart

Real Estate

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.