Business Profile

Property Management

IMT Residential

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for IMT Residential's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

37 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/17/2023
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.
I am a tenant at ******** on ******************************************* The following things have occurred recently, which I believe is a violation of my right to quiet enjoyment of my home: the noise from the trash compactor, the sound of the trash every time a resident disposes of it, and the enhanced noise during quiet hours. California Civil Code **** provides that a rental agreement binds the landlord to provide their tenant with quiet possession during the term of the agreement. This means that I have the right to be free from interference in using and enjoying my home during the time that I am living here. Since I have moved in, I have not only heard each time a resident disposes of their trash, but also the noise that arises from the trash compactor. After filing a noise complaint, I was told that there were limited measures that could be taken to help fix this. However, when I toured the property, I was told there would not be any noise interference from the trash can next to my unit. I not only have evidence that the property management knew about this issue prior to my move in date, but also audio recording of each sound disturbance which is a violation of local noise ordinances as well. I would ultimately like to break my lease if I am unable to be relocated as this apartment is nevertheless a constructive eviction if the issue is not resolved.
Business Response
Date: 07/31/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. Thank you.
Customer Answer
Date: 07/31/2023

Complaint: 20323540

I am rejecting this response because:
I was told theres no solution to my issue being they its a building issue not an IMT issue. The only solution that was given to me was switching units for a more expensive monthly rate, and all of the units that they have shown me that I can move into our not only more expensive, but also smaller than my current unit. At this point, I dont want any solution except for getting out of my lease. I just want to have this in the public because this rental home is not comfortable to live in given the price.
Sincerely,

*************************
Business Response
Date: 08/21/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. Thank you.
Customer Answer
Date: 08/22/2023

Complaint: 20323540

I am rejecting this response because:

Needs more explanation to fix the issue.

Sincerely,

*************************
Business Response
Date: 09/06/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. Thank you.
Initial Complaint
Date:07/17/2023
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.
Ive have been a resident of Pavillon Place 6 and a half years and I have never been so disappointed, disrespected gaslighted in my life. Ive been dealing with roaches from the time Ive moved in this property. To give a little back story Ive moved units because of this in March 2018. The previous employees of Pavilion Place Ive encountered no longer work with the company for IMT or moved properties . The current manager ****************** and regional manager ************** Have been nothing but reprehensible to me. Ive extended so much ***** and patience but nothing. The lack of accountability, empathy, accommodation and deeming behavior is disgusting. Over the past few months( May , June , July ) there lack luster non-effective efforts to remedy the roaches. The pest control company have witnessed activity behind my refrigerator and stove and as of 07/13/ 2023 the manager ****** or **** killed a ***** in my bathroom while inspecting my apartment. Please explain how that is no activity and also evidence in my phone. Also this same day he broke my property which makes my uncomfortable with in my unit Im not risking my property being damaged again. It has now escalated ************** the regional manager refuses to communicate with me after our initial meeting. Which makes me question why especially when Im the victim. What Im asking for is not reasonable. I dont want to live with roaches is that hard to fathom. As a African-American woman this treatment 2023 has left me in disbelief. That fact that I have live , be tormented and have intimidation factors toward me ste sickening. Again this is not a hard ask I dont want to live with roaches especially paying my rent at these rates. Is this so hard to fathom ? Ive provided evidence of activity that IMT ( Pavillon place ) alleges that doesnt exists with more if needed. In closing ***** and ******* I hope your behaviors are not what IMT residential represents.
Business Response
Date: 07/31/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. Thank you.
Customer Answer
Date: 08/03/2023

Complaint: 20319534

I am rejecting this response because: ************** management has no intended or genuine solution to resolve anything. I have made several attempts even . contacting corporate but, they failed in every facet. Their hollow apologies are all they offer with no action.

Sincerely,

*****************************
Business Response
Date: 08/21/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. Thank you.
Customer Answer
Date: 08/22/2023

Complaint: 20319534

I am rejecting this response because:
Pavilion Place or IMT management has no intended or genuine solution to resolve anything. I have made several attempts even . contacting corporate but, they failed in every facet. Their hollow apologies are all they offer with no action.
Sincerely,

*****************************
Business Response
Date: 09/06/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. Thank you.
Customer Answer
Date: 09/14/2023

Complaint: 20319534

I am rejecting this response because:I am rejecting this response because:
************** or IMT management has no intended or genuine solution to resolve anything. I have made several attempts even contacting corporate with no response they failed in every facet. Their hollow apologies are all they offer with no action.
Sincerely,

Sincerely,

*****************************
Business Response
Date: 09/25/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. The Regional team is more familiar with your concerns and should be resolved with them. Thank you.
Customer Answer
Date: 10/03/2023

Complaint: 20319534

I am rejecting this response because:I am rejecting this response because:I am rejecting this response because:
************** or IMT management has no intended or genuine solution to resolve anything. I have made several attempts even contacting corporate with no response they have failed in every facet. They have proven to show no genuine concern about the welfare of tenants who identify like me. Their hollow apologies are all they offer with no action in injunction with the behaviors as well.  As proven with the same response in every communication with the BBB .

Sincerely,

*****************************
Customer Answer
Date: 11/08/2023

Complaint: 20319534

I am rejecting this response because:I am rejecting this response because:I am rejecting this response because:
************** or IMT management ******* or ***** has no intended or genuine solution to resolve anything. I have made several attempts even contacting corporate with no response they have  failed in every facet. My attempts with regional or corporate have went unresponsive as well. They have proven to show no genuine concern about the welfare of tenants who identify like me. Their hollow apologies are all they offer with no action in injunction with the treatment/behaviors as well. As proven with the same response in every communication with the BBB .
Sincerely,

Business Response
Date: 12/04/2023
Hi ******, can you please clarify what will resolve this situation for you? Have you been in communication with our Regional Manager in an attempt to come to an agreement on what will satisfy your concerns? We have been guiding this conversation to take place with the parties most familiar with your situation. Please let me know. Thank you.
Customer Answer
Date: 12/14/2023

Complaint: 20319534

I am rejecting this response because: As Ive stated before ************** or IMT ( property and regional management)has no intended or genuine solution to resolve anything. I have made several attempts even contacting corporate which I have incident report number with no response they have  failed in every facet. They have proven to show no genuine concern about the welfare of tenants who identify like me. They use intimidation tactics to oppress their hollow apologies are all they offer with no action in injunction with the treatment/behaviors as well.  As proven with the same responses earlier communication. I find very antagonistic.

Sincerely,

*****************************
Initial Complaint
Date:07/17/2023
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.
I gave my 2 months notice to vacate the property within 70 days of leasing contract expiring. I received an invoice for $1,400 for month to month charges before my date of expiration is two weeks away. My lease expires on July 23rd and I received the bill on today July 12th. The leasing agent ******************************* does not return emails nor calls and is unprofessional. *** left several messages and no response from ******** and no one for that matter.
Business Response
Date: 07/31/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. Thank you.
Initial Complaint
Date:05/30/2023
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.
Over the last two months I've had refrigerator issues. Ice in the back causing icicles in the freezer and the fridge portion heat to room temperature. I've made several service requests. **** will come in tell me to defrost and unplug. I did this at least 5 times. Finally.....after losing more than $100 in food, **** exchanged the fridge for another used one. This one has a motor so loud it drown out my washer, I have to turn up the ** and I can hear it from the bathroom and bedroom. It lasts for roughly 25min. I contacted **** and he stated I should contact him while it's happening so he can come over and hear it. I am a working professional and will not play these games with ****. I expect a refrigerator to be purchased. Not another swap. Nothing refurbished. A brand new HIGH QUALITY refrigerator completely unused. By the way my AC unit inside is also incredibly loud. Guests mention it when they come over. I had **** look at it when I first moved in but he said there's nothing that can be done. Now that I've had this experience with the fridge with him I have no doubt that he's cheaping his way out of providing appropriate maintenance. I expect my AC unit that is inside near the bathroom to repaired so it's quiet. As I stated above I expect a new unused high quality refrigerator. I also want $100 off next month's rent to make up for the money and food I lost Thank you *************************
Business Response
Date: 06/12/2023
As of today all issues have been resolved with the resident *************************, brand new refrigerator installed, ** vendor scheduled and came out to check on the noise found unit to be operable and noise to not be excessive but did make some preventative maintenance adjustments, and food spoiled was offered to provide receipts and possibly get a credit however resident stated she is no longer seeking reimbursement for food.

Timeline as to what had transpired-
4/3/23- Resident submitted work order request stated freezer was making noises- on 4/3/23 *************************** spoke with resident advised to let freezer defrost that would remedy the noise.
4/5/23-Resident submitted a work order stated noise was still present- on 4/5/23 *************************** spoke with resident and she stated she did not defrost refrigerator as previously advised. *************************** then started the process of defrosting and removed items from freezer and powered off the refrigerator and waited 3 hours to then returning, but when he returned the resident stated it was no longer making any noise and as soon as *************************** left she put everything back in the fridge due to no noise no longer present.
5/21/23- Resident called emergency line stating that the refrigerator portion was not cooling- 5/21/23- ******************* maintenance technician went on an emergency call and defrosted the freezer and the regenerator portion began to work and function. We advised resident to let us know if it stops working again
5/25/23- Resident submitted a work order stating the refrigerator was not working- 5/25/23 Maintenance swapped out the fridge to a working refrigerator
5/26/23- Resident submitted a work order stating refrigerator making excessive noise- 5/26/23 *************************** went to listen for noise and fridge was cooling and working no loud noise was present, we advised resident same day refrigerator was working and cooling and functioning as it should

5/30/23- Community Manager ***************************** was forwarded an email addressed to *************************** from resident *************************, regarding her refrigerator and her ** both making loud noises, as well as the lost food that she was unhappy with the service and needed the refrigerator to be replaced with a brand new one. Due to the many request of the refrigerator Management decided to replace with a brand new fridge , the new fridge was ordered on 5/29/23 due to the Memorial Day Holiday fridge was delivered and installed on 6/2/23. The ** vendor was also scheduled for June 3rd after 12pm due to resident wanting to be present. The ** vendor did come out and inspect and found the ** was working to all its functionality and no excessive or loud noise present. The vendor submitted the following report along with doing maintenance on the unit to help alleviate and mitigate any further complaints.

6/3/23- Per ** Vendor report- Initial and at time of arrival system was running normal, tenant advised there was a noise, minimal and normal noise detected however adjustments made to blower and return grille,system check, unit running as it should.

5/31/23 Community Manger ***************************** asked ************************* to provide receipts for the lost food at which time she did state the following Don't worry about the receipts. I found a couple but not all of them. Life's too short. Thank you for following up. I can't believe I lost 2 weeks of meal preps. 21 meals each week.

Thank you,
******** | Community Manager
Customer Answer
Date: 06/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:05/22/2023
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.
*********************** is committing fraud by claiming that a stain that can only be seen if you pull up the carpet from the floor was from urine. She is lying in order to pass the cost of a new carpet on to me. The stain was water-based from a soda and the carpet did NOT need to be replaced. The carpet was only 1 year old & in EXCELLENT condition - there were absolutely no stains anywhere on the carpet except for underneath where no one can even see it. Soda is not a biohazardous substance and there was absolutely NO REASON to replace the carpet other than to rip me off. All it needed was to be steam cleaned and she knows that, but she chose to LIE and claim it was a urine stain when anyone with half a brain can see that it's not. It is unbelievable that someone can be so dishonest and go through so much effort to rip off a resident who paid their rent on time every month and left the place SPOTLESS (it was FILTHY when I moved in!). She also did NOTHING when I was a victim of battery in the fitness center, nor did she care when I filed numerous noise complaint against a neighbor. Her response to everything is to do NOTHING, and now she is retaliating against me by trying to defraud me.
Business Response
Date: 06/12/2023
Dear *****************************,

In regards to your carpet, it was new when you moved in and you had a pet residing in your apartment home. Upon your moveout inspection, we found pet urine stains on the carpet in the main bedroom so we replaced the carpet. We never want to move a new resident into a home with pet urine on the carpet. Since the stains were in the main bedroom, I adjusted your ledger to reflect the pro-rated charge for the main bedroom only. You ledger is showing a refund of $246.53. The regional manager called you three times to advise you of this credit and that a check would be mailed out to you. I called your daughter to advise her of this credit and to ask for a forwarding address and she hung up on me. The check has been mailed to your address of where you resided here since a forwarding address was not provided to us.

As far as the argument you had with a man in the fitness center. I asked you if you had called the police and filed a report and you advised me that you didnt. You just wanted me to be aware and sent the video. I advised you again to contact the police because this is something they would need to handle. You again advised me that you didnt want to. The noise complaints against your neighbor, I was unable to confirm and asked you to contact our *************** when it occurred so we could confirm it. The noise was never confirmed so I am unable to act when I dont have confirmation that it is happening.

Throughout your residency and after you moved out, myself and my team have responded to every request you had very quickly and respectfully. I take pride in managing this community with the highest integrity and respect for all the residents. I wish you the best of luck on your future endeavors.

Best regards,
*************** Community Manger
Initial Complaint
Date:04/11/2023
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.
We lived at ****************************** for 12 months with our service animal. This apartment was previously owned by ********** (amazing) but then got bought out by IMT residential. During the renewal of our apartment, we started getting questions on our service animal. EX: What is the disability she helps with? Are you still seeking treatment? Explain the ways she helps.. Completely inappropriate, so we moved apartments. Once we moved apartments, we get our move out charges stating they needed to replace the carpet for a stain that was "not noticeable to the naked eye". When we asked why, they mentioned there was no visible stains but when they ripped up the carpet, there was urine stains... I reached out to see where they got this assumption and fabricated cost and they have not responded. I work fully remote and watch my dog 24/7 so I know this is not true. I feel like we are being penalized for having a service animal. This has been an infringement on equal housing opportunity and trying to take advantage of the situation.
Business Response
Date: 04/24/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to the property directly so we can resolve any issues you may have. Thank you.
Customer Answer
Date: 05/03/2023

Complaint: 19872550

I am rejecting this response because there have been multiple attempts to contact the complex directly and weeks of unanswered calls and emails. Even attempts to contact corporate and they have no HR department to submit the complaints.
Business Response
Date: 06/05/2023
We have not seen any communications come into our inboxes. Please either reach out to ****************************************** or reach out to the property directly so we can resolve any issues you may have.
Initial Complaint
Date:02/23/2023
Type:Product 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.
Annoying phone calls from unidentified numbers with different area codes and not using my correct name attempting to communicate about their service and desire to come to my home. I refuse to talk to them and hang up before they say more; reported #s as spam. 2 calls over 3 days with my order to cease calling. Also, called on my personal phone, not my house phone. No idea how or where they got my cell phone and wrong name (an old stage name I haven't used in 20 years, nor how the deed to my home is registered).
Business Response
Date: 03/20/2023
I believe this review is not relevant to our business. We are an apartment community operator.
Initial Complaint
Date:02/06/2023
Type:Order 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.
02/06/2023 was informed my dog was on patio and whining, I got home to my dog laying calmly in the cage and not making a sound even when he saw me. I asked apartments to send copy of where in lease I cant have a pet on the patio and havent received anything back in communication. My dog was on patio while I cleaned a cage and was not unattended without someone being home, I have a neighbor who is obviously stalking and watching out place.
Business Response
Date: 02/13/2023
We are sorry that you have not had a positive experience in our community. We ask that you reach out to our team directly so we can resolve any issues you may have. Thank you.
Customer Answer
Date: 02/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:01/17/2023
Type:Customer Service 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.
Hi, I currently live in ************** located in *********, **************. I am not one to make any complaints. But as someone who is a market administrator for a company and takes care of our consultants, I felt the need to say something. ******************************* in our office was unprofessional towards an issue I am having. The trash valet for our building has been skipping my door and I put out our trash Sunday morning and no one came Sunday or Monday which are both days they always come to collect. I brought this concern to ********* and she responded that the valet sent her a report that they did go through those days and for me to call them. I then asked for their phone number and she stopped replying to my emails. I usually wouldn't care about an issue like this but since it is included in our rent each month specifically for this service, I reached out. She could have responded to my email with their number but she was very vague and didn't reply after that, clearly showing that she doesn't care about this issue and basically wants me to "figure it out myself". I would never treat a client like this and if a concern as such was brought to me the least i could do is send the proper number to call. I just found it very rude to simply stop replying when every single time I email her she always replies right away or atleast an hour later. I have sent her two emails within the past hours simply asking for the valet number to call. It ***** because I really like our neighborhood and the area. But this simple issue really showed how much IMT "cares" for their tenants. Also, my apartment is on the lower lever floor so the valet could have simply missed it somehow, which is fine because things happen. I am just upset that the office is not doing even the minimum to help me with this when it is being paid for. Thank you for your time.
Business Response
Date: 01/30/2023
Hi ***,

I wanted to address your concern that you mention. I was a bit confused on your complaint as I did respond to all your emails. When you reached out on January 17th about your trash being missed I had reached out to their regional director for their mapping to ensure they were on the property the prior night and I was able to get confirmation that they were on site. ***************** asked that all residents reach out to them directly when their trash is ever missed or if a problem occurred. After getting that response I had informed you of this when I sent an email at 12:38PM with the flyer that had their direct phone number and email. I am always very responsive with my emails and usually respond same day if not the next. I do apologize that responded an hour later however that doesn't mean I was ignoring you or wanted you to figure it out on your own. We are always here to help whether its myself or my team here at **************. Should you have any additional questions please don't hesitate to reach out to us!
Initial Complaint
Date:01/05/2023
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 fire alarm is broken in this building. It has gone off 24 times in the past two years and 7 times in the past seven weeks. Despite contacting the office, maintenance, the property manager, the regional manager, and the fire department, the apartment still fails to fix the underlying issue.
Business Response
Date: 01/23/2023
The fire alarm is fully functioning and working to the manufacturer specifications. There are several reasons why the fire alarms could sound. Each time they sound, our fire protection company is dispatched to determine the reason. The reason is determined once our fire protection company comes out and assesses any trouble and reviews the panel. An annual fire inspection is completed by our *********************** as well as the *********************** The equipment is consistently inspected to ensure its full functionality.
Customer Answer
Date: 02/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The fire alarm has not gone off for ********************************** two years.

Sincerely,

*******************************

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IMT Residential is NOT a BBB Accredited Business.