Complaints

This profile includes complaints for Utopia Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Utopia Management

  4617 Ruffner St San Diego, CA 92111-2285

  
• 

  Utopia Management

  41593 Winchester Rd Ste 200 Temecula, CA 92590-4857

  
• 

  Utopia Management

  611 S Palm Canyon Dr # 7134 Palm Springs, CA 92264-7213

  
• 

  Utopia Management

  9295 Research Dr Irvine, CA 92618-4286

  
• 

  Utopia Management - LA

  6080 Center Dr Fl 6 Los Angeles, CA 90045-9205

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:06/11/2025

  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.

  Utopia Management utilizes fraudulent and unethical business practices in submitting applications. After explicitly clarifying whether income limit would be acceptable and they stated yes, they then denied my application after requiring me and my wife to submit and pay their application on the basis of the income limit which I had previously inquired would be acceptable. When contacted that a refund was warranted they said the application fee is nonrefundable and when questioned about my clarification they stated that they were not obliged to stand by the statement.

  

  Business Response

  Date: 06/20/2025

  Hello *******:  We apologize for any miscommunication during out application process. After review of your application, I see that we were not able to obtain income verification for you.  Another applicant submitted a completed application which included their pay verification, landlord references and credit reporting.  We do have to honor the first completed application and offer them the property. Regardless, we will be refunding your application fees. The credit will post back to your card in 7-10 business days. 

  Customer Answer

  Date: 06/20/2025

  
  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:06/11/2025

  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 recently toured and applied for a vacant unit through this company. While I was doing everything possible to provide them with all the needed documentation to lease they were already denying me for this unit. They never gave me any time to provided them with the needed information instead they found someone to quickly lease the unit that I was hoping for. This has been one of the worst experiences that I have ever had with a property management and I hope this doesnt happen to anyone else.

  

  Business Response

  Date: 06/20/2025

  We received Ms. ******** rental application on May 12th; however, it was incomplete. On May 13th, we contacted her to explain what was missing and what was needed to move forward. Although there were applicants ahead of her, we could not begin screening her application until it was complete. The final required itemher photo IDwas not received until June 3rd.
  We began screening her completed application the following day, June 4th, and notified her that screening was in progress. On June 9th (the next business Monday), we issued her screening results, which unfortunately resulted in a denial based on multiple factors that did not meet our posted rental criteria. Each reason for denial was included in the written notice provided.
  While her screening was underway, a previously denied applicant became eligible for approval. Once Ms. ******** application was denied, we moved forward with that applicant. Oregon law does not require landlords to delay approvals for other applicants while a denied applicant considers appeal options.
  We processed Ms. ******** application in a timely manner, in accordance with all applicable laws and our internal policies. If needed, were happy to provide a communication log confirming the timeline outlined above.

• Initial Complaint

  Date:04/22/2025

  Type:Product 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 am writing to formally file a complaint against Utopia Management Inc. regarding the unjust withholding of my security deposit.I was a tenant at ******************************************, under Utopia Management. My lease began on February 24, 2020, and ended on February 28, 2025. I provided more than 90 days' notice before vacating the unit and returned the keys on the last day of the lease. The apartment was left in good condition, with no damages beyond normal wear and tear.Under California law, landlords are required to return security deposits within 21 days of lease termination. Despite this, I have not received my deposit, and Utopia Management has ignored repeated requests. I contacted their office multiple times via phone and email. Ms. ***** ******* has been my main point of contact. On two occasions, she informed me a check was being sent, but no payment has been *********** my last correspondence, I gave them until April 18, 2025, to return the deposit. That deadline has passed with no update or response. This delay has caused me financial hardship, especially since I am unemployed and supporting two children. I had to borrow money to cover the deposit for my next residence.I am requesting that BBB assist in resolving this matter by contacting Utopia Management and urging them to:1.Return my full security deposit ***************** any applicable penalties for the delayed return, as per California Civil Code 1950.5.Please find all supporting documents (lease, communication records, notice, and photo evidence of apartment condition) available upon request.Thank you for your time and assistance.

  

  Business Response

  Date: 05/19/2025

  Hello,
  
  
  I apologize for the owner's delay in the security deposit return. We have not had any contact with the owner until now, unfortunatley due to personal reasons we are not allowed to disclose. A check has been mailed out in full and should be received soon. 
  
  
  Thank you,
  ***** *******
  
  

  Customer Answer

  Date: 05/19/2025

  
  Subject: Re: Complaint ID ******** Response to Business Reply
  Dear ******* *******,
  Thank you for forwarding the response from Utopia Management regarding my complaint.
  I would like to clarify that although I received the check, $400 was deducted from my security deposit without any explanation or supporting documentation. I have followed up with the business regarding this deduction, but I have not received any response.
  Until I receive a clear explanation and itemized breakdown of this deductionor a refund of the withheld amountI do not consider this matter resolved. I respectfully request that the BBB keep the complaint open until it is fully addressed.
  Sincerely,
  ***** ******
  
  Let me know if you'd like
  
   
  

• Initial Complaint

  Date:04/01/2025

  Type:Product 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 moved out of the apartment complex on February 28. I gave my one month notice. I received their last email about dropping off the keys they told me that I should be getting my security deposit back within 21 days. Its been over 30 days and I still havent received security deposit back and Ive been calling the office and they do not reply to my emails or messages

• Initial Complaint

  Date:03/26/2025

  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 complaint is against ***** ******* in the ****************** regarding the ****************************** property. The tenant is being evicted, and I have my attorney handling it. I requested via email on March 6th to refund my reserve fund and called numerous times and left voicemails to no avail. I also visited the local branch to leave a message for her to no avail, she still has not responded to me despite a significant number of attempts.

  

  Business Response

  Date: 05/20/2025

  Hello,

  Our property closeout timeframe is between 30 and 60 days for the final accounting to be completed. The eviction was handled by the owner, Jianwen, and the email for confirmation it was completed by the owner came in on 03/06/2025. the property was closed out on 04/25/2025 and final funds from the reserve were deposited on 04/25/2025.
  
  

  Customer Answer

  Date: 05/20/2025

  
  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,
  
  Jianwen Ni
  
   
  

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising 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 family and I just moved into a townhome in ****** managed by Utopia Management. On our move in day, the place had not been cleaned, there was junk in the garage, the water heater was leaking, the dishwasher was rusted, and the washer/dryer did not work. We were supposed to move in on February 21, 2025, and were not able to move in until February 23, 2025. We informed Utopia that our water heater wasn't working when we moved in. My family and I had to rely on family (who live in ***********), our work showers, and freezing cold showers for over three weeks. We also had to pay for hotel stays just to use the showers. We finally got out water heater yesterday (March 16, 2025) after the several back and forth phone calls and text messages with Utopia. We had to get the junk removed out selves, costing us $375, when they said the landlord wasn't going to pay it. We are now currently dealing with a broken washer/dryer and a rusted dishwasher, all of which they refuse to fix and claim the landlord is keeping the appliances "as is." We have three kids and have to go to the laundromat weekly to wash clothes which is costing us more money. The Utopia employees we talk to are rude, don't remember what information they tell us, and tell my partner and I different information. On top of all we are having to deal with, when I went to pick up the keys (February 21, 2025) one of the employees looked me in the eyes and said they already did their walk through and everything looked good.

  

  Business Response

  Date: 03/26/2025

  We sincerely apologize for the issues with this move-in. Due to some oversights and delays, the unit was not cleaned before the tenants arrived, though we had it cleaned very shortly after. The appliances were left by the owner without warranty, and while some were working initially, the tenants have since reported issues. The water heater replacement was delayed because the owner chose to use his home warranty service. Additionally, the tenants opened a sealed-off storage area in the garage the owner had been using for storage, resulting in disposal of owners stored property. 

  
  We understand this has been frustrating and have credited the tenants with one week of rent. We also recommended the owner to provide further compensation, unfortunately no additional compensation has been agreed upon. Again, we apologize for the inconvenience and appreciate your patience.
  

  
  

  Customer Answer

  Date: 03/26/2025

  I do not accept this response because there are two things that are not factual. 1.) The dishwasher had rust when we moved in. We have never used it because of this.  2.) the washer and dryer were also not working when we moved in. We tried to run both of them to be sure they were in working order and neither of them were. 3.) The storage space in the garage had a flimsy piece of particle board with two nails to hold it up. We didn't break down any structural elements of the property. 4.) We were told several different things about the storage space in the garage: first that they would remove the stuff left (they even went as far to schedule a junk removal company to come out but never followed through on payment), then we were told that we can't use it as storage because the previous tenants damaged pipes in that area (there are none, nor is there evidence of damage to the area), and lastly, it was our impression (per our lease) that we were renting the whole property, which includes the storage area. No where in our lease or communication with Utopia management does it say that the landlord will be using the storage space for their personal belongings.

  

  Business Response

  Date: 03/31/2025

  Hello:

   

  We are currently working with the owner and tenant to resolve the remaining issues.   A tech is scheduling with the tenant to go out next week and go thru the list that the tenant sent in. 

   

  Thank you. 

  Customer Answer

  Date: 04/24/2025

  I do not accept this response, as my fiance and I (the tenants) have not been contacted about a tech coming out to fix the washer and dryer or the refrigerator, nor have they addressed the junk we had to remove ourselves. We were asked about the dishwasher model number, but have received no further communication about a maintenance tech coming out to fix anything. 

• Initial Complaint

  Date:01/30/2025

  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 are renting a house I own. I have called many times and left *** and emailed ***** ******, the property manager. She refuses to call me back. I am in the military, I am going through a divorce and the house is court ordered to be sold. This is to prevent the tenants from renewing the lease at the end of this month on January 31 2025. I do not agree or consent to my house being rented or leased or renewed. The tenants need to be notified to vacate my home to sell this home per court order. I am the owner of this home. I can provide my deed upon request as well showing ownership but they should have that. The house needs to be put up for sale asap! The tenants needed to be notified already. No responses from the property manager **** ******. She is unresponsive. I own this home and I do not consent to the house being renewed on lease at all. Again this is court ordered. Someone needs to contact me please. Thanks

  

  Business Response

  Date: 02/03/2025

  Thank you for bringing this matter to our attention. We have reviewed the complaint and would like to clarify that we do not have a contractual or business relationship with ******* **********.  Our records indicate that no formal agreement, transaction, or obligation exists between our company and the complainant.
  
  
  If the complainant has any documentation supporting their claim, we would be happy to review it to determine if any further action is necessary. However, based on our records, we do not believe this complaint is applicable to our business.
  
  
  Please let us know if you need any additional information. We appreciate the opportunity to clarify this matter.
  
  

• Initial Complaint

  Date:01/07/2025

  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.

  On November 29 2024 we reported a leak to our property management company. Shortly after that someone came out and removed all the sheet rock and insulation but nothing more was done. January 1, 2024 I'm laying in bed and notice a water blister through the paint and report the leak again. By January 3rd 2025 the ceiling was caving in and still nothing had been done. No inspection was done and no preventative measures were taken. The property management company knows we have a immune system compromised 2 1/2 year old daughter because maintenance mistakes and issues in the past. Today is day 70 and they will not respond they have no solution or answers and have just suggested they give our rent and deposit back and leave. However it's day 70 it's uninhabitable by definition of Oregon state law my family is in a hotel I am accruing more financial loss because of it and it is absolutely no fault of mine or my family

  

  Business Response

  Date: 01/28/2025

  Management disagrees with the assessment by the tenant. An initial leak was reported October 29 in the primary bedroom and management had contractors and response to the property (as well as several documented conversations to the tenant since November 4th. This initial leak was still under repair when, On January 1, a secondary leak through the roof of the primary bedroom occurred. Management had assessed, patched and begin treating within 24 hours of the new issue being reported. The tenants have had nearly daily updates with regard to the roof leak as well as options for relocation. The only space affected was the primary bedroom, which has been contained and is currently undergoing professional treatment and repairs. The tenant has given notice to leave and management has agreed to fully refund the deposit and abated rent during the period the primary bedroom has been under repairs. Tenant and Management have agreed to informal mediation, but has not been scheduled. 

  Customer Answer

  Date: 01/29/2025

  I had to personally hire a professional mold inspector. Which found black mold (Stachybotrys chartarum) I have asked them to provide documentation several times and they will not. Black mold was discovered. Utopia property management is leaving out quite a few details. The reality is theyre using a shotty contractor and thats utopias responsibility. they wont even acknowledge my emails about the black mold. Im sure to avoid legal obligation! they owe me for the mold inspection, the move and several other things food expenses to the point Im going to have to go to small claims court, I have Plenty of documentation that supports a different version of events I also have pictures of a wall that was torn out at the very beginning of November and remained in the same condition for months with nothing done to prevent any type of leak and utopia property management knows that. Their dismissive and callous behavior is despicable to say the least. I have email after email after email asking them to prove the work done. utopias response to this is an outright lie. I even offered mediation and was told that they would get back to me and I have heard nothing from Utopia. It is black mold in the ceiling above the bedroom, black mold, kills people black mold, makes people sick. Utopia seems to be in some type of legal denial, which is unfortunate. It has only made things worse. If I could say one thing to Utopia, Would you let your 2 1/2 year-old toddler remain in a home that could make them sick or kill them? If so, you are terrible people and the fact that you suggested we should is absolutely disgusting And you should be ashamed of yourselves. I have proof from a licensed mold, inspection, professional that sent five samples to a lab and discovered a very large patch where Stachybotrys chartarum was growing. Utopia has a legal obligation to maintain a livable residence and failed.

  

  Business Response

  Date: 02/10/2025

  Hello: Tenant and his wife have vacated and his wife has signed a mutual agreement releasing Utopia Management from all liability. No additional action is necessary as far as we are aware. 

• Initial Complaint

  Date:12/31/2024

  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.

  Rented a home in December 2023. Notified maintenance there was a suspicious spot on the living room ceiling. No one came to inspect the ceiling until after Feb 2024. It was later discovered that the ceiling had asbestos. Repairs were not done until June 2024. Therefore that is 6/7 months of asbestos exposure. I was never given the option to leave the property. I was told it would abandonment of a lease. My family stayed in an ****** in June of 2024 and I was never reimbursed for the ****** fees or the abated rent that I was informed by ****** P in management. I have the email to prove that I would be credited after final repairs. I was only credited for a water extraction from a flooding that they never took care of. I had to call an emergency water extraction company and pay out of pocket. I also complained of ac/heating issues in December, but the on call number for Utopia told me to bundle up and it was not an emergency. I ended up calling an Air conditioning company for a tune up for the system. Utopia reimbursed me a total of $270 for the water extraction and air conditioning. They still owe me for the abated rent which when my family had to leave the property during the asbestos repair. They delay repairs and make up lame excuses why they can't. Everyone on the BBB complaints are not lying. I believe every complaint. This is my first time in my lifetime ever making an official complaint. I also paid $3550 for a deposit for move in. Utopia has kept $2000 of my deposit claiming it is for painting the house, carpet cleaning and house cleaning. I feel that is absurd. No proof or pictures of the house itself only an itemized bill.

  

  Business Response

  Date: 01/28/2025

  A technician visited the property to assess the area in question. Upon testing, the moisture readings were negative, indicating no active moisture at the specified location. Subsequently, we engaged another vendor to test the acoustic ceiling, which confirmed the presence of asbestos. However, the asbestos was not exposed, and as long as it remained undisturbed, it did not pose a risk to the occupants.
  The property was deemed habitable, but at the tenants insistence, we proceeded with asbestos abatement. This work was carried out while the tenants were in the home, as it did not impact the habitability of the property, though we acknowledge it may have been an inconvenience.
  Regarding the security deposit deductions, they reflect the cost of restoring the property to its original condition upon move-in. During the inspection, there was significant damage to the paint beyond normal wear and tear, necessitating a full repaint. We prorated the cost and charged only two-thirds of the total amount, accounting for the paints remaining lifespan.
  If you would like to review the photos documenting these items, we are happy to provide them upon request.

• Initial Complaint

  Date:11/21/2024

  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.

  Uptopia management rented us a home, with faulty plumbing, faulty electric, non working appliances, took 10 days to get working fridge but main issue, took 9 weeks to send a plumber when entire bottom floor was backed up, never sent anyone to check other appliances or electric, contacted owner, higher up managers and property manager and nothing was done, located home owner thru property records, made an agreement with them to not pay rent save money to move but property manager ignored agreement and filed eviction, weve been fighting this for 5 months, owners say no repairs will be made, they dont have money or insurance, yet management company has done nothing to help us, now they are stalling , making it hard to get our property all while complaining were not out, was supposed to meet today to sign paperwork to seal eviction yet first told us now hes to busy to meet, then four attempts toncontact him with no response, now says " dont know, " when we can meet, the eviction was supposed to be stopped but wasnt, it is the reason we cant find new home, manager keeps saying we have money becuz were not paying tent, cant seem to grasp its not money its the eviction causing issues, they rented an uninhabitable home without inspecting or even verifying appliances worked, now were homeless because they refuse to repair, replace or even send someone for estimates, management comoanies are supposed to do more than collect rent, they have failed us and failed homeowner by not making any attempts to fix issues with the home, they never even offered to move us to another home which other com p anies claim is standard practice, they refuse to make any attempt to help us yet took our money now refuse to cooperate with us to get out. They tok our money knowing home had been vacant for almost a year after former tenants attempted to destroy the house due to unfair treatment, yet none of this was disclosed, we were told home newly renovated, none of it was true, we need help

  

  Business Response

  Date: 11/22/2024

  We acknowledge your concerns and wish to address the key points of your complaint.
  Repairs and Property Condition:
  The management team addressed repairs to the best of our ability. Unfortunately, the property owner was unable to fund more extensive repairs. While delays occurred, critical issues like the refrigerator and plumbing were addressed.
  Option to Relocate:
  Recognizing the challenges, we offered you the option to move out. You declined this option and chose to remain in the property.
  Rent Withholding and Legal Action:
  Withholding rent without complying with local laws left us with no choice but to initiate eviction proceedings. The court reviewed the matter and granted the eviction despite your contestation.
  Eviction Judgment and Stipulation:
  Per the courts order, you were required to vacate by a specific date but did not do so fully. Although not obligated, we offered a stipulation to mask the eviction, provided the agreement included acknowledgment of past-due rent. Unfortunately, you declined to sign the stipulation due to this condition.
  While we understand your frustrations, we have acted within our rights and obligations to address the situation fairly. We remain open to discussing a reasonable resolution, including revisiting the stipulation, if approached in good faith.