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:01/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid my deposit of $1610 plus administrative fee of $150 for the property on 11/8/22 and I moved in and paid my rent of $1610 on 12/1/22. The day that I moved in the manager put the heat to 85 because it was cold in the home. When I got to the home the next day I set the heat to 75. The week of Christmas starting around 12/22 the temp began to drop around the 30s and it was still cold in the house so I set the heat to 85 again but it still did not get warm. I let the manager know that the heat was not working on 12/23, I stated that even with my heat set to 85 it was still about 56 in the home with emergency heat. On this same night it was very windy outside and at around 4a the window in my kids room had fell in, I adv the property manager of this issue as well. On 12/25, my kids and I left and from 12/23-12/26 I was in contact with the maintenance because they would say there was someone coming but they didnt show and I tried to explain that I live in the home with 4 children in unsuitable living conditions. I asked if they werent going to send someone if I could get other options, No options were given to me. The heat did not get fixed until 12/31, during this process one person would tell me that the heat was fixed and the other told me that the maintenance was still waiting on parts. I adv the manager that it had been an inconvenience to us because *** had to miss work due to having to relocate or Im being told an appt was set up but it really wasnt so I waited for maintenance. I adv I would like some towards my rent they offered me $100 off with no other resolution, I asked if I could speak with the leasing office directly and I was told no. The window is still not fixed with no one chosen and I still have not been offered to cover the hole, its going on week 2. I had to leave because these were major issues that were not fixed in a timely manner with no proper resolution. Ive added photos as well

  Business Response

  Date: 01/26/2023

  This message is in response to ID *********. The tenants application was approved on November 4, 2022. The tenant paid the deposit of $1610 and the administrative fee of $150. The tenant requested to move in on November 15, 2022, but; changed her mind and asked to move in on December 1, 2022. To accommodate her, E&P Property Solutions did not charge her any additional amounts for not moving in on November 15, 2022, as she initially requested but allowed her to move in on December 1, 2022. E&P Property Solutions utilizes a professional maintenance concierge company to service all work orders. Tenants can submit any work order requests including emergency issues 24 hours 7 days per week. Upon lease signing, the tenant also signed the move-in checklist on stating and agreeing all items were in working order and condition with no issues found. A first work order was submitted on December 7th for window blinds. Six window blinds were installed, and the work order was completed on December 13th. A second work order was submitted on December 24th for a broken bedroom window. Maintenance concierge services were notified. Response from the maintenance concierge company indicates the following: The tenant did not let us know her availability. We have sent the resident messages via SMS and email and the system continues to send these until either the resident gives their availability, or you cancel the work order. None of these events have happened so far, which is why the work order is stalling. A third work order was submitted on December 24th for the heat not working. Response from the maintenance concierge company indicates the following: The tenant did not let us know her availability. We have records where we have been reaching out to the resident via email and SMS notifications in regard to confirming their availability in order to properly assign a service provider for the job. We also reviewed other phone calls made with this resident to move forward with the heat issue but are unable to obtain tenant availability so we may continue to source a service provider for the job. The tenant moved out in breach of the lease agreement on January 5, 2023, with damage to the property. A partial ACH payment was returned unpaid on the tenants account due to insufficient funds. Prior to the tenant moving in, the home had recently undergone a complete renovation with all new kitchen appliances including a stove, refrigerator, and microwave along with new finishes throughout. Since the tenant choose to vacate the premises, the maintenance concierge company has been able to complete the above-mentioned work orders since having full access to the property.

  Customer Answer

  Date: 01/30/2023

  When I asked to change my move in date to December 1st I was never told there was a fee to do so or a fee would be waived. If that was an issue it couldve been communicated so I could decide on what was my best option. I spoke with concierge and responded to every notice sent until I notified management I would be moving because at that time I would no longer be a tenant so they would need to coordinate with management. Those were not notifications to set up service, it was for availability and I expressed to both management and concierge that it was inconvenience for me me because on those days Im just waiting and still in a home with a broken window just in case a service provider showed, because again, it was not guaranteed that someone would come on those days, and I couldve been working because I do have a second job. I also expressed how we could not stay there comfortably which was another inconvenience to have to find somewhere for my kids to be since Christmas. I did sign the check in list but upon moving in I noticed there were things I did not see during the walk through and notified management as soon as I came across the issues which they helped me with except for the tub stoppers, and I added the pictures for that as well, however, there was no need for me to use heat when I moved in and the air worked so of course I expect the heat to turn on when I needed it to, especially in 30 degrees and below weather. Also, as far as the blinds, as stated I paid my deposit a month before I moved in so the owner knew a tenant was going to occupy the home, so why not have blinds up? I didnt make a fuss but I did note that it was important for myself and kids privacy. I did make a payment of $200 January 7 but I didnt realize the payment wouldnt be taken out until days later and that my other bills came out as well before the payment was taken. I didnt mind covering my portion for the days I stayed, I actually calculated and sent the payment before management reached out to me. I went by the property January 27 and the window was still broken, just boarded up. I also feel that was unfair to me as a tenant because I went back and forth with this issue for days and understood the window was on back order but I asked if someone could just put up something because ** still having to stay in the home with a broken window in my kids room on the phone call with management she stated that the owner did not want to put up anything because they didnt want it to look ghetto to which I responded verbatim Ms, I have a sheet and plastic bags hanging out of my window, how do you think that looks better? And it was still a safety issue. Yes, I did choose to leave but that was after a month of trying to get something done for issues that were not minor and here we are a month later, window still broken but Im still required to pay rent with no real adjustments or solutions to covering the hole. There was no issue with the appliances when I left, management only took pictures of the door handle on the back room which was bent but I let her know that was that way when we moved in but was not that big of an issue for me to report because the latch was fine