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:06/15/2025

  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.

  My partner and I rented an apartment for six months. The unit was dirty and poorly maintained when we moved in, but we cleaned it and did our best to take care of it. In our final month, the property management company changed. The new leasing agency is now charging us for excessive cleaning fees and alleged damage that we believe are unfair.I emailed them twice with no response and finally spoke with a leasing agent on June 2. She said most charges would be considered normal wear and tear, except for the toilet, which had a stain that was there when we moved in and couldnt be removed. She also said the loose seat would not be charged. She promised to update me after cleaners came, but I never heard back.On June 11, my partner called and was told we were being charged for everything on a 24-hour cleaning notice even though the cleaning happened after we had already moved across the country. They also claimed the agent I spoke with never said any of what Ive stated, and since our call wasnt recorded and she never replied to my emails, they said theres nothing they can do. I was treated rudely when I asked for clarification or acknowledgment of miscommunication.We no longer have access to our move-in photos, as they were stored in an app from the previous company. The current photos show a mostly clean unit, but theyre claiming crumbs in drawers (we never stored food), a dirty oven (which we scrubbed), and hair on the toilet. We left the unit in better condition than we found it and are being charged for normal wear and tear.We are requesting a full return of our $1,300 security deposit or at least a revised breakdown of actual damages. Were two young people relocating for grad school and need that money. Were not refusing to pay for real damage were asking for fairness and transparency.

  Business Response

  Date: 06/16/2025

  Hi!
  
  I am unsure of why we got a complaint. The last response I had was a "Thank you". We have 30 days to return the security deposit, which we haven't yet because the tenants did not provide *** close out bill, and it has not been 30 days. I have attached the small amount of cleaning that they needed to complete with the 24 hour cleaning notice that was sent to the tenants. I have their move in condition report we received from the other management company along with our move out inspection. Both have attached photos. The files are large so I cannot attach, but happy to provide another way. No damages are being charged to the tenants, only the missed cleaning which is very minor. My employees have been yelled at by these tenants- I even went out of my way to mail them a package that they got after they moved out without charging them. Per the lease agreement, they need to clean the apartment before leaving, and there were a couple items that were not cleaned as you can see from photos. We will be sending them with a detailed breakdown of any move out charges along with the deposit, which we do for all tenants.