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:08/07/2025

  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.

  The company provided invoices to the landlord including $1600 in painting/repairs and $800 in cleaning charges upon my move-out whereas the unit was turned over in the exact same condition as received. Numerous paint and cleaning issues were annotated in the move-in report that were ignored by the invoices and move-out inspection. The landlord charged me $800 for "painting" and $800 for "professional cleaning" regardless of issues annotated on my check-in form. The landlord also went solely off of pictures taken by the management company. The alleged service companies don't exist on ****** search and are illegitimate. Their invoices provide no details on where the total amount came from either. The management company faked an emergency call during my move-out inspection and didn't coordinate with me to finish the inspection after receiving the keys and leaving for the "emergency". The move-in inspection form is limited to a single line per room so that that they can take advantage of minimal descriptions. If they are willing to scam a servicemember that lived in the unit alone with no pets then they are willing to take advantage of anyone else.

  Business Response

  Date: 08/14/2025

  Hello!

  This property is a lease only property. We are hired to find a qualified applicant, write the lease, collect the deposit, pro-rated rent and conduct the move-in. The owner then manages the property during the tenancy and is responsible for the release of the tenant's security deposit at move out. Our office did conduct the move out inspection and provided the owners with copies of the invoices for the work that was performed. We did not have a say in the charges that were deducted from his security deposit. Our office did not hold or distribute the deposit. The owners did provide the tenant with copies of the invocies for the work that was completed, by repitable companies in the *************** area. All of the vendors are required to have liability insurance and current business liscences. 

  The resident also stated that there was an emergency and the vendor had to leave. That was incorrect information, the inspector told him he would be leaving and collected the keys. He was informed that his assistant would be coming in to do the inspection as he was taking exterior photos during that time. When the assistant came in there was no one there. 

  The residents are able to do a move in condition report, it is a single page and resident's can return that form or any type of form with  any descripenciese they would like to report. The one line has never been an issue as most people will grab a second piece of paper if there are additional items they need to list if they run out of space.

  With all that being said we did reach out to the owner's numerous times to express the concerns ******* had and tried to encourage the owners to do the revisions for his security deposit. We simply do not have any authority when it comes to his security deposit disbursement. 

  We appreciate your time.

  ******* Backus

  Backus Properties

  Customer Answer

  Date: 08/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there will never be a resolution between myself and the business so never having to communicate with them again is satisfactory to me. 

  
  The business is taking zero accountability for all of the issues that occurred during my move-out process. Thankfully the owner of the property is reasonable and corrected the issue with the security deposit. However, that doesn't make right the treatment I received during and after my move-out from the business. The severe lack of communication and the misleading move-in/out forms need to be acknowledged and taken for action.

  It was difficult enough getting a member of the business on the phone and forget them actually calling you back after they tell you they will. The move-in/out inspection forms need to be changed so that the tenant actually completes them instead of just putting a typed "c" for clean as these forms cause miscommunication to the property owner. The tenant also deserves more than a single line per room to annotate discrepancies to avoid miscommunication issues like this arising again. The business should be providing more communication to the property owner instead of overpriced invoices on services performed on the property after tenant move-out. Additionally, the company calling the employed businesses as "reputable" to perform the painting and cleaning is still very difficult to believe where their licenses and insurances have been stated as existing but not supplied for reference. I would have reached out to the businesses to obtain them myself, but they are unsearchable online. The vagueness of the invoices speak for themselves. 

  We are at least in agreement to completely disagree on what happened with the move-out inspection as it is just my word versus theirs. I feel for their future customers and sincerely hope they do something to fix their communication and move-in/out processes. 
  
  Sincerely,
  
  ******* *****