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:01/02/2025

  Type:Facilities 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.

  Move-in date was April 2024 and I have had problems with maintenance requests, including mold remediation. The management group has a particular handyman that they said the owner only wants to use for repairs. No matter how many times I ask to get things fixed, waiting is what I am tired of. He tells them there is nothing to worry about. So nothing is done. My front door isn't how I want it and the bathroom that had mold remediation is still not completed. I have not been able to use the master bedroom or bathroom for almost 2 months. Promises and scheduling is arranged and the handyman doesn't show up. My rent is paid and I get assistance because I am a disabled Veteran. The handyman says things are done and they are not. It seems that the renter's needs are not important enough. My son who also lives there has bad allergies and the mold found in the bathroom that I asked to get looked at in the beginning of the lease was told to me that there was nothing to worry about. Seven months later mold was found, and I am being told that it was our fault.

  Business Response

  Date: 01/14/2025

  Good Morning, 

  I am *******, The Property Manager, with The Pugh Group Property Management. ***** brought these issues to my attention recently about the things that were not done, such as the ceiling fan, the front door and the bathroom. I immediately took action and let her know that I would talk to the vendor the work had been assigned to as well as our maintenance coordinator and I assured her it would be resolved ****. The vendor did go out **** as scheduled and completed all the work. Unfortunately, the vendor confirmed that there were setbacks that he faced with scheduling, which caused the delay in finishing the bathroom. The front door was found to be a cosmetic repair but it is in good working order. I did let the tenant, *****, know to please call me if she had any other issues. Our tenants safety is our priority and I did let her know of that as well. In regards to the mold, when we were made aware of it, we handled it immediately. We were not aware of mold that had been noticed at the property anytime before it was reported to us other than at move-in when it was handled as well. 
  
  I spoke to ***** this past Friday to ensure everything was taken care of and she confirmed it was. 
  
  Thank you, 
  
  ******* Mohr 
  Property Manager 
  The Pugh Group Property Management, LLC 
  **************
  ****************************************************************

• Initial Complaint

  Date:01/26/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 21201958
  
  I am rejecting this response because:

  The **** Group did not fully respond to the complaint.  The response that I received was more than a week after the BBB notified me that the **** Group did not respond to the complaint. This timeline provides an excellent example of the **** Group's inability to communicate in a reasonable amount of time. 

  My complaint asked for an explanation as to why the **** Group failed to respond to multiple emails and phone calls. The response received was that November, December, January and February are busy times along with an apology stating that communication could have been better.  I do not find that a 4-month period of time was too busy to respond to multiple telephonic and voice inquiries as an acceptable answer from a property management company.  

  I asked for an itemized list of expenses with receipts for the approximate 2 years the property was under the management of the **** Group.  The delayed response that the company provided did not address these issues at all. 

  I asked for assurances that I would receive an electronic copy of the 1099 for tax purposes and I received this on or about March 5.  I received the federally mandated 1099 for my currently property management company over 6 weeks ago for the exact same address with an itemized detail of any and all expenditures via the company's portal.  The 1099 I did receive from the **** Group does not match the payments I received, and I have asked for an explanation or revision. 

  Additionally, I have requested that the **** Group send the outstanding balance from the previous tenant to a collection agency.  The **** Group has stated that I must work through them for the debt collection process and cannot work with the collection agency on my own or utilize my current management company to recoup the debt.  I have asked the **** Group to provide me with signed documentation showing that I have agreed to this arrangement or  a legally authoritative source on why I need to continue to work through the **** Group to attempt to recoup a debt.   

  
  Sincerely,
  
  ***************************

  over to a collection agency. The **** Group informed us that they would monitor the situation and if necessary, turn the debt over to a collection agency. When we inquired if we could work with the collection agency directly or allow our new realtor act on our behalf to collect the debt. The **** Group stated that neither of these options we possible since the debt occurred while under contract with them. We informed the **** Group that we were amendable to this arrangement and with the former tenants repayment plan. We have yet to receive any payment on the debt since OCT24 when we terminated the contract with the **** Group. We have attempted to contact the **** Group 4-5 times via email and have yet to receive a response. We have made multiple phone calls, and the calls all go to voicemail which is always full.

  Business Response

  Date: 03/04/2024

  3-4-2024  

  I have sent the owner a detailed response first and foremost apologizing for the delay in getting back to him and have answered all his questions and have asked him how he wants to proceed moving forward with the past due balance from the former tenant as she proposed making payments. As I mentioned to him, I plan to communication more efficiently and effectively with him and have also made sure he has my cell phone number for faster communication, if need be I hope this resolves this complaint and that it can be marked complete.

   

  Thank you,

   

  ***********************

  Property Manager

  Customer Answer

  Date: 05/06/2024

  The company has satisfactorily resolved all issues with the complaint.  I received the a back payment for the outstanding rental balance in full and the company has also provided the requested invoices. 

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only choice they gave us. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/21/2023

  2-21-2023    

  I came across this claim and could not remember if I had responded to it. I do apologize for that. We did discuss this situation with the tenants, and everything has been cleared up with them. They accepted the resolution and we have closed out their account.

   

  Please let me know if this is sufficient or if you need anything else from me.

   

  Thank you,

   

  ***********************

  Property Manager 

   

  The Pugh Group Property Management, LLC 

• Initial Complaint

  Date:11/07/2022

  Type:Order 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.

   
  Complaint: 18355386
  
  I am rejecting this response because:

  Looking at my bank deposits from the business, I can see the following:

  August - $665.38
  September - $1,143.00
  October - $960.00

  These bank deposits do not agree with what the business financials show for the property (644 ***** Drive).

  Additionally, today is the 18th and the business has not payed for the month of November and has not given me control of the properties.

  Sincerely,
  
  ***************************

  Business Response

  Date: 11/18/2022

  11-18-2022    

  This is a response to the complaint received from ***************************, which was submitted on 11/3/22 and given an ID of ********.

   

  ******************** complained about receiving his owner draws towards the end of the month. While our goal is to process owner draws by the 15^th of the month, depending on whether it falls on a weekday or weekend, our management agreement states that owners will receive their proceeds between the 7^th and 25^th of the month and ******************** has already received them between that timeframe.

   

  The deduction he is referring to is reflected in his owner statement, which I had pointed out to him, it was for a cleaning fee. The cleaning was done in August, when the new tenant moved in, however it was not deducted from his owner draw until October. We paid the cleaning fee in September, when we received the invoice from the vendor, but by the time we paid it we had already processed Mr. ********* owner draw, therefore, we couldnt make the deduction. I have let ******************** know that for him to better understand the statements for both properties, I will be emailing him a breakdown of the deductions YTD for both of his properties.

   

  It did take us 5 business days to respond to his cancellation of management services, which we did apologize for. Last month, we had some setbacks as we had illnesses pass through team members and families of team members, which caused us to be out of the office some, causing delays. However, I did respond to him and acknowledged the notice and let him know we would make the transition a smooth one. I let him know we would be sending him all documents pertaining to the properties by the 20^th of the month.

   

  Please let me know if you have any questions.

   

  Thank you,

   

  ***********************

  Property Manager 

   

  The Pugh Group Property Management, LLC 

  Office: **************

  Mobile: **************

  Business Response

  Date: 12/05/2022

  12-2-22   

  I have sent ******************** a breakdown of every months owner draw for 2022 in where I explain each deduction and attached invoices deducted. There was nothing in question when I sent that to him. The owner statements on the portal are not always 100% accurate because not all management fee transfers and expense reimbursements, that are deducted from the monthly draw, are always put in when the owner goes to pull the statement. But everything deducted is always accounted for and explained to the owner.

   

  I processed the owner draw for ******************** on the 18^th of November, which I noticed was the same day he sent his response. I emailed him and let him know that we had processed it for only one property, since the other one was late. He acknowledged receiving my email.

   

  Please let me know if there are any other questions.

   

  Thank you, have a great weekend.

   

  ***********************

  Property Manager 

   

  The Pugh Group Property Management, LLC 

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18355386
  
  I am rejecting this response because:

  The Pugh Group Property Management, LLC has yet to:

  1) Send copies to me of the existing rental agreements for the two properties (***** Dr and Saddle Rock Ct) with the tenants.

  2) Send the rental money to me for September for the ***** Dr ******************************** Send the rental money to me for December for the ************************************************************************************************