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:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  ** unit went out on 7/5/2024 and put in maintenance request. 7/8/2024 I called Golden Sky Management to ask about the process of the ** unit getting fixed due to the house getting up to 88 degrees during the day. I was transferred to maintenance. Maintenance stated that he was going to have someone come out and look at the unit. When HV** came they said that the ** was not taken care of in the past (found a dead snake in the ** unit) and was not maintained. Maintenance called me back and said that they wanted another opinion. The HV** was going to come late afternoon. I called Golden Sky at 3:30pm because HV** had not come and wanted to see if they were willing to accommodate us with fans until the ** could be fixed. I was told that **** was going to give me a call. **** never called me back. I called again around 4:30pm and asked why **** never called me. They said that she had to leave for an emergency but gave her my cell number so she could call me. No one called me. HV** showed up around 6pm. **** said they could fix the ** unit that night but they couldn't get a hold of anyone. We called emergency maintenance and they couldn't help. On 7/9/2024 I called Golden Sky at 9:30 because no one had called me. They transferred me to maintenance who hung up on me when I was asking questions. I called front desk back and she said that she couldn't get a hold of anyone to talk to me. at 10:15am. ****** called me and said that ** was going to be fixed at 1pm. That it is not against the law to live in heat until 90 degrees. She does not have to accommodate us with anything. That she technically doesnt have to fix the ** unit according the law. I told her that in the contract it does state that the ** is their problem to fix. She then hung up on me.

  

  Business Response

  Date: 07/10/2024

  This issue was reported to Golden Sky Management when the office was closed on July 5th. Upon re-opening on July 8th, the maintenance department dispatched an **** vendor who recommended an expensive complete system replacement. The maintenance department informed the Tenant that they would be getting a 2nd opinion, and dispatched another **** vendor while communicating the timing that the Vendor provided Golden Sky Management. The **** vendor arrived on site later than they had originally communicated which was after our office was closed. The Vendor recommended a repair that was over the approval threshold that Golden Sky Management is contractually bound to with the Property Owner. Since this is not an emergency maintenance situation, Golden Sky Management must request and receive Property Owner approval prior to authorizing a repair. The Property Owner was contacted and the repair was authorized the morning of the 9th, after which Golden Sky Management contacted the **** vendor and arranged for the repair same day.

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Due to the lack of communication that was given to us as tenants, we had to purchase fans out of our pocket to provide adequate air circulation. The house was 88 degrees at one point. The company never offered to accommodate with fans and instead hung up on the tenants and would not offer explanations until after being told the tenant would be contacting BBB. They continued to say that the heat was out of their control and they legally didnt have to provide any accommodations unless the house got to 90 degrees. My husbands sugar continued to drop due to sweating so much and he is a type 1 diabetic and when this was mentioned again nothing was stated as an apology or accommodation. Then the company tried to compare their living situation with mine. How does a company not have anyone available to communicate basic living needs with HVAC people who were waiting in the driveway for over an hour on what they are supposed to do and no one communicates with the tenants living in the heat. Again, because we had to purchase my fans out of pocket because of the lack of communication and accommodation that company refused to give we are asking that the amount that was spent in fans and food due to not being able to cook because the house would go over 90 degrees needs to be taken off of next months rent. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This management company will not provide proof of work completed on one of our houses, they are unresponsive to our emails and phone calls. They told us in email they never finished the work. They told us on the phone no one can answer our questions. We dont know how to resolve this issue, nobody seems to be able to help us at their office. Weve asked for a manager or the owner but nobody ever calls us back.We are still getting charged for utilities from another property that has a tenant in place since June. Tenant is supposed to pay the utilities. Again no one is able to explain this discrepancy.We would like a refund for the utility charge and work that was never completed. And we would like to end this relationship but need the tenant information for our property.

  

  Business Response

  Date: 12/19/2023

  At the Rental Owner's request, Golden Sky Management provided an itemized list of repairs required to bring the subject property to rentable standards. When the estimate was reviewed by the Owner they approved only a subset of items which were completed as requested. Several required items remained unapproved such as holes in the floors, missing faceplates, missing gutters, wood rot, etc which the Owner communicated they would handle themselves.
  
  Since work would not continue, Golden Sky Management invoiced the Rental Owner for work completed which included a future cleaning charge to prepare the property for rent once all work was completed.
  
  Upon receiving the invoice the Rental Owners notified Golden Sky Management that they had sold the property. They also communicated they were unhappy with Golden Sky Management for pre-charging cleaning fees and for paying utilities despite not notifying Golden Sky Management of the property sale. Utilities were disconnected as soon as Golden Sky Management was notified that the Owner's were no longer in posession of the property and a credit was issued for the cleaning charge as it would no longer be necessary.
  
  Separately, the Rental Owner was dissatisfied that they were paying sewer charges for a different occupied property. Golden Sky Management explained that Sewer providers will place a lien on the subject property if the bill is not paid timely, and that Section 8 Tenants are not eligible for billbacks per program policy. This means that either the rental owner needs to pay the sewer bill each month or risk a late payment from the Tenant that *** cause a lien to be placed on the property.