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:05/18/2025

  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.

  I rented a higher end townhome from them in La Paloma. The house was INFESTED WITH RATS, had MOLD GROWING IN THE WALLS, and an old, decrepit AC that routinely broke down and created extremely high electric bills for me.
  I notified them of the sound of rats in the walls (see video) in early November, and they dragged their feet getting a guy in the attic space until January. The pest control guy said the attic was "full of rat shit". BTW, inhaling rat feces can lead to death (Hanta virus).
  Mold was discovered in master closet from a leak inside the wall. I had to pay for a mold inspector to come out.
  During remediation, rat feces and mold can be seen in the videos/
  pictures I'm attaching.
  Both my four year old son and I developed coughs and insomnia living here.. not sure if it was from the mold, rat feces, or both.
  To top it all off, they are now nitpicking over ridiculous things at move out, blaming me for weak water pressure in the kitchen. There is a hose spigot on the other side of the kitchen faucet wall that corroded due to 40 years of neglect and it just busted off. Johnny and sons then "jimmy rigged" the spigot, and the water pressure then nose dived in the kitchen (see corroded spigot).
  After all this headache (literal), they are now only giving me back half my rental deposit.. even though I left the house in immaculate condition (even paid to have carpets and floors professionally cleaned).

  

  Business Response

  Date: 05/19/2025

  This tenant is not truthful.  We addressed every work order and complaint immediately. We also informed the tenant several times she could move out early as we were taking care of everything and she said she was but never did.  We had to relay several times that we would have to post a 48 hour notice to come in the home (have proof) to do  the work, she did not want us coming in the home, had to speak to the husband to relay what what going on and why we could not delay in getting the issue resolved. Husband understood and relayed to wife.   Wife decided on her own the paint the owners cabinet, change out all the plumbing faucets ect.. without the owner approval or the property management, he was pretty upset.  She never received approval (which we have proof) .  The mice that was found was at least a 2 to 3 month treatment and we told her as well, as you cannot just do one treatment to get rid of them (which we have proof).  the pest control was there every week to two weeks checking the traps and area.   The mold issue when found was sealed off from the tenants so that there was no exposure and suggested to the tenants if they wish to stay elsewhere or move they could, or owner could pay for so many days in a hotel. It was a constant battle with this tenant from the beginning on the rules and laws of the landlord tenant act and the lease contract.   The tenant received only partial of her deposit back as we have pics of the home not fully cleaned, the faucet in one area was corroded that she changed and owner had to buy that style of faucet again because she changed it from a standard, so tenant was charged. she took a bathroom door off to paint (which she did not get approval to do so) and put the door back on, but it was not fit as before and it kept hitting the toilet and caused damage which she was charged for. Light cleaning that her cleaners missed $220.00, Faucet replacement that installed and was corroded 350.00, regular pest control per her vacating procedures state she has to do before she hands over the keys, which she did not have done.  145.00,  maintenance  water filter replacement, messy paint on drawers on cabinets in kitchen and bathroom areas, tv mounts that were installed and remove, 2 door stopers damaged, peel off design on shower tenant put on all of this 350.00, so all of this is justified and if you need pics I can send the before and after pics.  Owner is having to repaint the cabinets again because she painted them and he has to figure out if he is going to charge her for replacing the cabinets since he did not authorize her to paint them and they were is great shape.  We walked her thru every process of the remediation and the removing the pest, but she wanted everything removed in one day, and that is not how its done and we tried to explain this to her in the beginning and also advised her if she wish to get out of the lease she could and she refused and stayed until the end of her lease.   As I stated before the owner is aware of all of this and he is still considering the charges for the cabinets and the charges on her security deposit is justified with pics and evaluation from each vendor. 

  

  Business Response

  Date: 05/19/2025

  The owner will not change the charges, they will remain.  I will now notify the owner to start his process of the cabinets and all plumbing fixtures.  The home is owned by the owner, tnot New Concept. The owner decided what he was charging the tenant. As for this complaint on our BBB, we are the middle person doing exactly what the owner directed.   In property management, we do not own the homes we just manage, and managing this home was difficult when the tenant refused to allow us in multiple times and had to serve 48 hour notices to get in and also owner gave her the opportunity to be released from her lease and she refused.  Again.... we did our part on managing the property, but she did not as a tenant, she destroyed private property that was not hers.  

  Customer Answer

  Date: 05/19/2025

  They just sent same response again?

  I want my $2400 deposit back please. 
  

  I have extensive documentation. You cannot lie yourself out of this. 

   

• Initial Complaint

  Date:07/24/2023

  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.

  My partner and I signed a lease for a house in Arizona with New concept property management. In the lease they approved our two dogs and did not have any fee's for the pets. Weeks later after signing the lease and moving into the house demanding that we pay a $1000 non refundable pet fee even though they never mentioned it in the lease. They also agreed to reimburse us for cleaning fees that we paid. They are refusing to reimburse us the cleaning fee now.

  

  Business Response

  Date: 07/25/2023

  The complaint is not true.  The application where they applied stated the pets fees, the lease states if there is a pet, there is a pet fee in two areas which they signed.  They were contacted that the pet fee was missed on the lease and to please sign the addendum showing they are paying their pet fees. They refused.  As for the cleaning, and carpet cleaning, the carpet cleaning expense was credited to their account and the cleaning fee will as soon as we get a response from the owner with approval.  This should be with in the next 5 business days.  All has been addressed except for the pet fee, which MUST be received by 8/1/23 by 5pm or the owner will have no alternative to proceed with legal course.