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:01/08/2025

  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.

  They have some seemingly unethical and unprofessional business practices. Something isn't quite right. Very shady. You are always paying for things, but never seeing results or improvements. Not very good at conducting business or providing receipts for things they are charging you for. I rented from them for 3 years and they still demand I pay for "damages" I did not do

  Business Response

  Date: 01/09/2025

  We have been in business since 1979 and adhere to all real estate laws. Pictures of the move out damages for this property were provided. There are no shady or unethical business practices, there is a lease signed by the tenant and that is followed.

• Initial Complaint

  Date:10/27/2023

  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.

  Landlord repeatedly failed to provide safe and adequate housing. No hot water first 10 days of lease, air conditioning broken twice over the summer for a total of 13 days - I had to fight for repairs. The wiring to the unit was in questionable condition (have photos). Both sliding doors were not secured (noted in move in inspection and formal request for repair). Doors could easily be opened from the exterior of home. I give 45 days notice to vacate since repairs were not addressed. Videos were taken before final lockout - witness was present. Rental agency refused to meet at home at that time for move out inspection. They are now charging for October rent, cleaning (it wasn't clean when I moved in - proof can be provided). Proof can also be provided that 0 balance was due 10-1-23 for rent. They have added an October late fee to the bill. They have also charged me for utilities after move out. All my utility bills have been paid. They are charging me for landscaping that was never done (again photos were taken after I received the bill). I did break lease due to the air conditioner fire hazard and unsecured doors.

  Business Response

  Date: 11/01/2023

  The tenant stated she had no hot water for the
  first ten days, however our records show it was a total of 6 days. According to
  receipts and our records, the tenant moved in on 3/27/23, and reported on
  3/28/23 that the pilot on the water heater would not stay lit. On 3/28/23, our
  company dispatched Silverado Plumbing to inspect and/or repair the Water heater.
  On 3/29/23 Silverado plumbing sent an estimate to replace Water heater. The owner
  approved the replacement and Prestige Property informed Silverado of the approved
  estimate. On 4/5/23, Silverado installed the new water heater at the property.
  
  According to our records, the AC did have two
  reported issues this year that were repaired: the first in April and the second
  in August. On 4/23/23 the tenant reported the air conditioner was not functioning,
  it would turn on, but no cold air would come out.  On 4/24/23 Our company dispatched Air
  Maintenance who reported that he replaced a bad capacitor and replaced locked
  fan blades and that the AC was functioning properly again. On 8/28/23 the
  tenant reports the AC is not functioning again. On 8/28/23 our company dispatched
  Air Maintenance for the AC. On 8/30/23, tenant called the office and stated she
  had not been contacted about the AC. We followed up with Air Maintenance who contacted
  the tenant on 8/30/23 and then revisited the property on 8/31/23 and repaired
  the AC again. The AC tech did recommend replacement since it is an old unit,
  however he was able to get the AC unit working properly for the tenant. The
  tenant went no more than 3 days without a functioning AC.
  
   The
  tenant states that both sliding doors were not secure. The slider door in the dining
  area was noted on the move in inspection on 3/27/23 as being hard to slide, however
  would still open and close and lock properly and the living room slider was
  noted as ok. On 4/2/23 the tenant reports additional items to add to move in
  inspection and includes living room slider frame separating and dining room
  slider issues. We dispatched our maintenance department who looked and said he recommended
  a glass company to check them out. Reliable Glass was dispatched to the
  property to quote the repairs. When the owner received the estimate, she wanted
  a second estimate to replace instead of repair. Reliable Glass informed us they
  were unable to schedule with the tenant to measure and give proper estimate. The
  slider at the dining room was hard to slide but locked properly to secure home.
  The slider in the living room had some separating at the frame, however, again
  would slide open and close, and lock properly to secure the home.
  
  When the tenant contacted our office by phone
  with intent to vacate, they were informed they were still responsible for the
  rent for the duration of their lease or until the property was re-rented which
  would end their rental contract obligation. The tenant put in their notice to
  vacate and we began marketing the property. The tenant gave us a few hours
  window in the middle of the day on Friday, August 25, 2023 to show the
  property. Unfortunately, the prospective tenants were unable to view the
  property at that time. The tenant emailed on 8/23/23 to confirm that no one was
  scheduled for the showing that following Friday and said she closed on her
  house on 9/8/23, so it may be easier to show the house when it is empty and a
  more convenient time for our office. We responded that we were unable to
  confirm with any prospective tenants for that time and thanked her for her
  assistance in trying to schedule a showing. On 8/30/23 the tenant emailed our
  office asking if we wanted to do the final walk-through inspection and key
  exchange on the 14th. We emailed back that the move out inspection
  is scheduled once the keys have been returned to the office. When the tenant
  returned the keys to the office on 9/14/23 she was asked if she wanted to be
  present for a move out inspection, to which she replied no, and informed us she
  took pictures of the property before she left.   
  
  The original security deposit report was
  certified mailed to the tenant on 9/28/23 and stated that it was not a final
  bill due to pending rent charges, since she was still in a lease. The tenant
  was charged for cleaning and landscaping due to the house being returned in an
  uncleaned condition and weeds in backyard. We also took photos and have proof
  the property was not cleaned and landscaping was not completed prior to return
  of the keys. In October, the security deposit report was revised and the tenant
  was charged for October rent and October late fee since rent was not received.
  It states in the lease, signed by the tenant, that the tenant is responsible
  for paying rent the duration of their lease to expiration or until a new tenant
  signs a lease, whichever comes first. It also states in the lease that the
  tenant will be responsible for utilities the duration of their lease. The
  tenant had electric turned off, which is why the tenant was charged the utilities
  after vacating.
  
  At no point has the tenant legally broken the
  lease they signed for this property. We are actively marketing the property and
  will release the tenant from her contractual obligation as soon as a new tenant
  moves in or her lease expires. 

  Business Response

  Date: 11/09/2023

  The tenant states that she has videos of
  the property condition upon move out. Our company also has photos of the
  property condition from the move out inspection. The tenant declined being
  present for the move out inspection. The photos show that the property had
  items that needed to be cleaned and landscaping that needed to be completed,
  which is why the tenant was charged.
  
  The lease signed by the tenant, Brenda
  Schuster, states the tenant is responsible for the first $25 of all maintenance
  & repair items, regardless of cause, not to exceed $25 in any one month.
  Our company works with a variety of vendors throughout the greater Tucson area
  for the maintenance of the rental properties we manage. When we dispatch a
  vendor to a property, we provide them with the tenant information so they can
  contact the tenant directly for scheduling. In the case mentioned regarding
  Reliable Glass, the tenant contacted our office to inform us that Reliable
  stated they were on their way to the property, however she was out of town and
  had no knowledge that the company would be going to the property. The agent she
  spoke with apologized for the incident and informed her that we give tenant
  info to vendors so these types of situations do not happen and let her know we
  would follow up with the company. A tenant is only charged the $25 for
  maintenance or repairs. If a tenant is not home for a scheduled appointment
  with a vendor, they would incur the trip charge from that vendor. The tenant
  also states that it was a contractor who showed her how easily the home could
  be broken into, however no vendor has informed our company of that and at the
  move out inspection, the property was locked securely. 
  
  As previously stated in the November 1st
  response, the tenant was contacted that there were prospective tenants
  interested in viewing the property. We asked the tenant if she was willing and
  able to show the property and she responded that an agent could show the
  property the following week on Friday, since she had a meeting at 11 for a
  couple hours. An agent responded that we would confirm with her the following
  week, what time we would be at the property for the showing. On Wednesday,
  8/23/23, two days before the showing, the tenant emailed and stated that she
  was going to assume that we would not be there Friday since she had not heard
  back from us yet. She then stated she closes on her house on Sept. 8th and
  would be fully moved out shortly after that and it may be easier to show this
  house when it is empty and a more convenient time for us. We responded that
  unfortunately, no one was able to confirm for that date and time. We said we
  would wait to schedule anything further until she returned keys. We told her we
  appreciated her assistance in trying to schedule a showing. We did not request
  additional timeslots because, she stated in the email prior that it may be
  easier to show after the house was empty. 

  Customer Answer

  Date: 11/10/2023

  A contract is a two way street where both parties have a set of responsibilities to abide to. My responsibility was to pay rent, utilities,  and maintain the cleanliness of the property.  Theirs was to provide a safe home that provided the basic utilities according to law. Those do include hot water, air conditioning,  and secure doors (the glass was separating from the frames). 

  The lady at the office was aware that the glass contractor was on his way. Multiple communication failures were noted in my reasons to vacate.

  Included are photos directly from the Prestige Property Management. The first photo is what was displayed when I checked for an October rent balance. As you can plainly see, it showed that I had a $0 due balance at that time. Which leads to some confusion on how they can charge a late fee when I had no option to pay.  The remaining are from the move-in inspection (I do have all photos and notes saved from that) showing the condition of items when I moved in, items they are now charging me for.

  There was a time shortly after move in that I spent hours cleaning up after their painters trashed the yard and left a large amount of cut up cactus blocking the neighbor's gate. 

  Moveout inspection photos were never shared with me, nor were receipts for charges. I was unable to take any more time off of work to actually attend the inspection in person, having already lost 5 days in that short time due to their inspection and constant contractor call outs for "bids". Hence, wanting to meet at the house for a key exchange on 9-14. The lady at the office rolled her eyes at me when I mentioned that I have already missed too many days. They were not willing to work with me at all for a time. Same as their 90 day inspections, its at their choosen date and tough luck if you can't be there. I tried to work with them as much as possible so there would not be a time lapse in rent, to also have enough time to fix the multiple issues with the home prior to installing a new tenant. The home was listed as not available until 10-21.  It appears as though the home is currently rented. 

  All I asked for was that key items be repaired, and they refused and/or purposely drug their feet. They did not uphold their side of the contract. Why should I be held to a higher standard?

• Initial Complaint

  Date:06/29/2023

  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.

  Property management refuses to provide timely maintenance for necessary livable space. Water heater repairs took 5 days in the middle of the winter. Refrigerator repairs taken 5 day so all perishable food had to be tossed and none could be replaced for over a week.

  Business Response

  Date: 07/10/2023

  The water heater issue was reported on October 10th 2022 at 950 am. The plumbers were at the property gave an estimate to replace the water heater and it was all approved on the 11th of October 2022, they ordered the water heater and it was installed on October 12th 2022. There was two days between the time it was reported and the time that it was replaced.

  The refrigerator was reported to us On June 27th 2023 and the appliance company was there on the 28th of June 2023, they reported to us that the fridge was not repairable and needed to be replaced. They told us that the fridge was an 18 cubic foot so an 18 cubic foot refrigerator was ordered and scheduled to be installed on the 29th of June. When they arrived to install the new refrigerator it was a little too large for the space so a smaller fridge was ordered and installed on the 30th of June 2023.

  There has been no delay on our behalf in getting the repairs necessary made, we are bound by contract to the homeowner so we do have to contact him for approvals but as you can see above there has been no delay in getting these items repaired or replaced as soon as possible.