BBB Accredited Business since
Urban Igloo, LLC
Phone: (877) 445-6632 1808 Eye St NW, Washington, DC 20006
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A BBB Accredited Business since
BBB has determined that Urban Igloo, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Urban Igloo, LLC include:
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Department of Professional and Occupational Regulation (DPOR)-VA
9960 Mayland Drive, Suite 400, Henrico VA 23233
Phone Number: 804-367-8500
The number is 0226021428.
Department of Labor, Licensing and Regulation (DLLR)-MD
500 N. Calvert Street, Room 308, Baltimore MD 21202
Phone Number: 410-230-6001
The number is 3107.
District of Columbia Real Estate Commission-DC
1100 4th Street SW, Washington DC 20024
Phone Number: (202) 442-4320
Fax Number: (202) 698-4329
The number is LL600255.
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Richard Gersten, Founder/Managing Partner Ms. Debbie Kaplan, Director of Marketing
Apartment Finding & Rental Service Screening - Tenant
1808 Eye St NW
Washington, DC 20006 (877) 445-6632 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: The complaint category could have been Advertising Issue, Billing and Collection Issue, Customer Service Issue, Delivery Issue, and many more. I agreed to allow Urban Igloo to present prospective tenants with the (1) assumption that I’d receive a complete application, (2) disclosure of what the tenants wanted (e.g., adds, moves or changes of something on my property/in the home), and (3) have the opportunity to interview the prospective tenants. Instead, I received an application on Dec 30, 2013 at 2:30pm with a move-in on Jan 01, 2014. So that my wife and I were not the “weak link,” my wife and I made changes to our home that evening (made the changes in our home as requested in the application). We then made arrangements to meet the prospective tenants. It turns out the tenants (a husband & wife) 1) did not want to move in Jan 01, and 2) the changes to the home differed from what we were told. I then looked closer at the application (I had assumed it would be complete). 3) The Urban Igloo contract showed no work history nor income history for one of the two applicants. 4) much more was incomplete. AT THE END-OF-THE-DAY 1) I coordinated the interview date with the tenants. 2) I had to establish move-in date and then communicated that to Urban Igloo. 3) I had to coordinate the tenant’s walk-through date. 4) I had to establish, from the tenants, what had to be changed inside the home -- Urban Igloo’s information was not correct. 5) I investigated & obtained disclosure as to why one tenant had no work history. 6) I gathered, from the tenants’, their employment contact information. 7) And, the lease was not 12 months. I contacted Urban Igloo on Jan 14, 2014 re the latter seven (07) issues. The question I posed is: “I don't see $2,150 of value and I'd like a mgr to speak to this process.” I was promised a reply but there was no response. On Mar 19, 2014, on the eve of moving onto another project, I again contacted Urban Igloo. President ******* ******* finally responded on Mar 19. President ******* ******* first written response, “I don't really have any thoughts to write primarily because I do not really know what I am being asked about…..” I responded by pointing him to the Jan 14 email, and copied-and-pasted the Jan 14 in the Mar 19 reply (which included Urban Igloo’s Jan 14 promise that someone would respond). President ******* ******* second response was, “i have read all this. what is it you want?” I again responded, “[sic, You’re] welcome to respond to the ~07 concerns bulleted on jan 14…. You are being asked to speak to your firm’s performance and/or, compensate your clients, us, for the hours of effort that we applied to make your proposed tenants viable.” President ******* ******* called – which I didn’t want – and began speaking about this and that (he discussed nothing about the issues/emails -- the point of communicating). I finally cut him off and asked, “will you be responding in writing?” and he said “no.” To cut my losses I hung up the phone and now, wasted this last hour on Urban Igloo letting readers know that Urban Igloo may take full commission and leave you doing the coordinating, vetting, information gathering; that the application Urban Igloo will present to you may be missing relevant items and that will not be disclosed to you; that, if you do have a complaint, President ******* ******* may spin you in circles because at the end-of-the-day, he will refuse to speak to his firm’s performance.
Desired Settlement: Verbally, President ******* ******* has already refused to respond and/or compensate for sub-par service. The original request to President ******* ******* was to respond to seven (07) issues.
We are responding to BBB complaint # *******. We are sorry ** ********* was disappointed with the service we provided to lease his home. Recently, the tenants indicated they are satisfied in the unit, have no complaints about the home or the process, and have paid their rent in full.
As stated clearly in our contract and on our website, Urban Igloo represents the tenant, not the homeowner. We provide homeowners with whatever information we collect on prospective tenants, and the homeowner is free to accept or decline them for occupancy. We only take a fee from the homeowner when that homeowner accepts for occupancy the tenant we brought. That is what happened here.
Whether or not **. ********* chose to call the prospective tenants on his own and try to negotiate with them directly does not negate the fact that UI introduced the tenants to ** *********'s unit. Some owners attempt to save on our fee by fabricating issues after the fact. That may be happening here. In any case, we emphasize that the tenants are pleased with the home and the process, and the owner is currently receiving full rent and has not contested any aspect of the tenancy.
Very truly yours,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
The details being spoken to, in Urban igloo's response, do not address poor business practices highlighted in my initial statement/email, and the statements I made are there as a warning to consumers -- yes & true, urban Igloo will look out for the tenant and not the homeowner which is the point and, exactly converse to the discussion I had with Urban Igloo when I allowed them to represent my property. Moreover, working for the tenat vs homeowner is mutually exclusive from performing reasonable effort (eg, about everything stated in the initial email). And true, I could have said "no" to the tenant; again, that too is mutally exclusive from performing reasonable effort (eg, about everything stated in the initial email).
My wife and I purchased more properties and going forward, request no more back-and-forth emails. Respectfully, either the BBB posts my (the homeowner's) experience or elects not to disclose it to the public.