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:05/05/2025

  Type:Sales and Advertising 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.

  I was charged twice for rent May 2nd 2025 which was due to an error on their website. One payment was denied due to it already being paid the first time. I called to straighten this out as I got an email stating I owe $50 for their error and that I also can no longer use the portal to make monthly payments. I would like for this to be corrected as payment was made timely and any issue with their portal is theirs alone and not my responsibility to pay for.

  

  Business Response

  Date: 05/06/2025

  After carefully reviewing your complaint, we have decided to remove the $50 fee and have re-opened access to making payments through the portal system. A more detailed letter was sent to the complainant explaining our positioning but in the end we truly understand the tremendous stress of this withdrawal can put on someone, and are committed to resolving issues that are within our power to do so.

  Customer Answer

  Date: 05/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *******
  
   
  

• Initial Complaint

  Date:07/23/2024

  Type:Product 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.

  The landlord is refusing to refund us an appropriate amount of our security deposit. The deposit was for $**** and they initially refunded us $*** and included an itemized list of charges. Several of the charges on this list were documented as issues when we moved in. I contested these charges and they agreed to an additional refund to fully resolve two of the charges and partially resolve one. The charges they refused to refund that we are contesting are as follows: - A $** charge to replace the bedroom 1 blinds. We noted on our move in paperwork that these blinds were bent and warped. They acknowledged that we said that but claim the blinds were new. We have photo evidence of the blinds. We are happy to let this charge go if the following charges are resolved. - A $*** charge to replace the closet doors in bedroom 1. There are two closets in that room. We noted on our move in paperwork that one of the closets was missing a door and the other was off it tracks. We removed the closet door that was off the tracks. They are offering us a partial $*** refund for this charge which would be fine except for the following charge: - A $*** charge to replace the closet doors in bedroom 2. We noted in our move in paperwork that there was no closet door in this room. The landlord is maintaining that the $*** partial refund for the closet door issue in bedroom 1 is sufficient for all closets, despite the fact that they itemized each bedroom closet doors separately at $*** per room. We only removed one closet door so for the total of $*** for all three doors, we should be reimbursed $***, not just $***. They are refusing to honor the refunds based on their itemization of the damage and are shorting us at a minimum $***. It's a small amount but it is a lot for us. They've told us we can accept the deal or get no additional refund, so we feel helpless.

  

  Business Response

  Date: 07/31/2024

  The owner agreed to refund $*** of the disputed security deposit that was discussed within this complaint, with the check to be sent out by tomorrow. As the owner has agreed to what the complainant was requesting, we then request for this complaint to be closed from the BBB.

  Customer Answer

  Date: 08/01/2024

  I'm am incredibly disappointed that PRS chose not to respond to our complaint, forcing us into a financial predicament that meant we had no choice but to accept their ****** initial offer that shorted us of the $*** we were illegally charged to replace the bedroom 2 closet doors that we documented as missing upon move in. It is more shocking, that the minute we were forced to accept this offer, then PRS finds time to reply the same day to BBB saying that we'd come to an agreement. Clearly stalling and forcing the hand of poor tenants is how they maintain their A+ BBB rating. We are not satisfied with this outcome and still maintain that we are owed an additional $***.

• Initial Complaint

  Date:06/26/2024

  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.

  PRS regularly calls me regarding a vacation property I own in *******. They indicate that they are the property management company for the property (which is not true). They tell me I am entitled to a payment of potentially over $4000 if I allow them to rent out my property to their corporate clients. To receive this payment, I must pay $400 to be listed in their system.

  

  Business Response

  Date: 06/26/2024

  Hello,

  I unfortunately do not know what this individual is referring to. We only manage properties in *******, ******* and have no dealings whatsoever in the great state of *******. I believe this person is being targeted by a scammer but no one from PRS is soliciting him with these threats or harassment of any kind. If this gentleman would like to talk to me personally about this, he can call my personal business line at ************, I will be in the office from 8am-5pm PST.

  Customer Answer

  Date: 06/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and understand their position. Unfortunately, scams are difficult to track to their source. The representative that has called me regularly, indicated they are calling from "PRS Property Management in ********, **" and called from ************** and **************. (Providing this information in the event the business would like to investigate on their own. I will include the businesses response in an update to the *** complaint against the phone numbers and consider this case closed.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/14/2023

  Type:Billing 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.

  We rented a house through PRS for 7 years and agreed with $300 cleaning fee. Upon move out we got charged with additional $1000 fee for cleaning and $400 for repair. We left the house broomed cleaned. We asked for the actual invoice and depreciation method that they used on 10 years old vinyl blinds and 20 years old cabinets but they didn't provide receipts nor invoice. The only response we got was we will send you to collection. *** received an alert from our bank that there is collection attempt reported. PRS also didn't return our security deposit $950.

  

  Business Response

  Date: 12/21/2023

  This is being handled outside of BBB between our lawyers, formally request to remove this complaint as this is now a legal issue and any public correspondence could damage those negotiations.

• Initial Complaint

  Date:12/07/2023

  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.

  I was living in the townhome **** E Brown #** from 4/2020-11/2023. In 2020 when we moved in, the upstairs bathroom was leaking downstairs on the kitchen ceiling. It was fixed. In 2021 the ** some how caused a Leak in the downstairs kitchen ceiling. After that we noticed water damage in the ceiling which was then basically ignored by the property management. around the same time we noticed mold in the upstairs bathroom showers and dry wall. The management attempted to dismiss it and tried saying its a discoloration in the wall. I had to take it upon myself to order a mold test and take samples and once the results came back positive they had someone come in to patch the dry wall and recaulk the shower. Not even a month later mold started growing on the dry wall right next to the shower in guest bathroom. They came and patched the wall. Up until the day I moved out they ignored my requests to verify if mold was inside the household, It smells musty and mold keeps growing back. Not only that I was pregnant twice in that house and my oldest 3 year old daughter who grew up there now has chronic sinus infections and reoccurring ear infections the whole time we were there. They ignored my requests to verify if theres mold in the walls which is where most of the time it starts at! It doesnt go to the outside to be visible unless it gets bad. Now thanks to them me and my family are dealing with mold toxicity. All they do is take and dont fix houses up to be livable. The house isnt even owned by a single person, its an LLC and they always made excuses saying the owner is unable to pay but he was making $1750 a month from our rent which should go towards fixing a health issue in the house!

  

  Business Response

  Date: 12/15/2023

  This individual did rent from us from 4/20/20 until they were evicted for unpaid rent this past November, 2023. During their stay in this property, 33 work orders were submitted and responded to immediately. The drywall and bathroom area had been inspected and repaired at least once a year by a certified plumber and repair technician. Drywall repairs were done in the master bathroom at the base of the shower doors where access was primarily used to get in/out of shower; new sliding doors were installed early 2023 as well to assist with containing this.Fan in the master bathroom was replaced as well to help with circulation when shower was used, as well as re-caulking of the shower areas in all bathrooms to ensure no water could reach inside of the walls (this was done multiple times over the course of several years). Multiple tests were done to see if pressure was being lost due to a potential leak and none was registered on their pressure gauges when running the shower or tub. The location of where the water drains from never showed water damage, nor was found when drywall was removed to ensure this was the case. Several times a vendor had tried to access the property but the tenant cancelled the service 30 minutes before or never showed/answered the door to allow in; which caused delays in these repairs to be done. With the case of the mold accusations from the tenant, as our vendors are trained to identify mold being present when doing any inspection or repair and they never reported that this was the case, we informed the tenant that they needed to have their own specialist or even the city come in and perform a test and provide the documentation to us. At that time, like with any other property that has this happen to it, we would send out a remediation team immediately and contain and remove any mold.  As neither our vendors reported potential mold to us, and no report was ever given by this tenant,then no additional work for mold inspection were taken.