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:09/28/2023

  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.

  Multiple roof leaks have not been fixed and continue to be an issue. Water running in between the walls and soaking the carpet in the master bedroom. A slab leak that also affected the flooring. The management company is responsible for a mold inspection but refuses. There has been no inspection of water damage. Plumbers left holes in the drywall and they have not been repaired for almost four months. The carpet is ripping and in one location specifically, is a tripping hazard.

  Business Response

  Date: 10/10/2023

  *******************,

  Good morning , I have read the complaint and my response is as follows. The owner is unemployed and does not have the funds to complete repairs in the response time the tenant would like. She is doing the very best she can. The tenant is aware of the owners situation because I personally told him. I cannot force an owner to complete repairs unless it is a habitability issue. The slab leak was repaired as quickly as possible with the vendor agreeing to payments because of the owners financial situation. In response to the mold issue. The lease clearly states that any mold issue the tenant believes *** exist is solely on the tenant. Lowes and ********** have an inexpensive kit that they can use and submit. The findings will be emailed to tenant and they can forward to us. I have received many test results in the past and have yet to see one report that concluded there was harmful mold. The only mold spores found were found in all homes and considered normal.  We highly encourage tenants to vacate any property that they think *** have harmful mold. In response to the drywall repair. We have been obtaining quotes for the drywall repair but again owner does not have the money to complete and per our attorney drywall repair from a slab leak is not a habitability issue. I have no issue with repairing the ripped carpet and making sure that any tripping hazard is removed but the carpet will not be replaced per the owner. Again she is currently unemployed. As far as the roof leak repair goes the owner has approved the repair but only if the vendor will accept a payment plan acceptable to her. The owner understands that her situation is bothersome and has agreed to let the tenants out of their lease with no penalty so they can find a home more suitable to their needs. 

  Customer Answer

  Date: 10/12/2023

   I am rejecting this response because:
  

  Maybe a roof leak is not an essential fix in *******************; however, the result is not being able to sit at our dinner table due to dripping water, we pay rent to use every square inch of the house; the result is a soaked carpet in the master bedroom from water leaking down the inside of the wall, causing us to have to move the bed, set up fans to dry it out. All County should have sent a restoration company out to inspect as soon as the work order was placed. See the screenshot attached from the lease agreement. The property manager has been informed multiple times of major water leaks, been given images of multiple water stains indicating excessive leaking, yet has taken no action other than to hope a roofing company will accept payments; after months and months, I am not confident this will be fixed before the next rain. To add to the water damage, there was never an inspection after the slab leak; also, turning off the hot water to stop the leak and not getting it repaired for a week is not a quick job. Of course we still had to pay the full rent that month even if we were not receiving the amenities we pay for. There seems to be no concern or effort to inspect the interior damage or address the smell of mildew that gets worse after each rain. No options were given for the carpet; the work orders are just cancelled with a note saying the owner will not be replacing the carpet at this time. We have to live with a dangerous rip and try to avoid walking across a main path through the area. Again, we pay rent for the entire use of the house. Our work order requests are cancelled with no action taken and usually with no communication. One work order was cancelled even though maintenance was ready to take action. The excuse for cancelling was All Country cancels orders to be able to better serve customers and if there is still a problem to put in a new work order. We were never informed we would be allowed to break the rental agreement early with no penalties until the response to this complaint. We even asked earlier in the year what the penalties would be to break the lease; we were told all the fees, but with no option to break the lease without fees. Our dissatisfaction with basic repairs and upkeep were known at the time. We were never informed that the owner is un-employed; only that she cried on the phone when she found out the rotting fence fell down again. We have been reasonable, helpful, and understanding throughout the years, but this excuse does not fit after almost two years of problems. As a management company, they barely communicate with the tenants and clearly have no standard for assuring the residents managed are maintained at a safe level. Of course the next lease has the maximum increase in rent. All County made sure to let us know 90 days before a rent increase, but seem to fail with communicating in all other areas other than to say "that's a non-essential item" or "that's not a habitable issue and does not need to be addressed". I've been told they would be willing to lease the house to new tenants with a broken microwave installed over the stove. What else would they not address or disclose to new tenants when the time comes?