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:03/28/2025

  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.

   
  Complaint: 23131102
  
  I am rejecting this response because:

  1) Our contract states that Krystle Properties covers routine maintenance. If that didn't include cleaning/monitoring gutters, which most reasonable people would call routine, I should have been specifically told and offered additional services. Since my roof is a flat top roof a standard drive by is not adequate. 2) When the discoloration issue was identified, there was no troubleshooting the issue. Checking the roof would have been a good first step and to get a quote is free by any roofing company. Once a discoloration issues is identified it should be considered as high priority and include proactive effort to due to how quickly and severe the issues can become. 3) Krystle Properties only sourced multiple bids because I specifically request it. In fact, I had to call vendors multiple times myself to promote timeliness and get a clear understanding of what was happening at my property. 4) Overall, I would not use the word "diligent" to describe Krystle Properties. Across multiple staff members there is a patter of poor communication and a ******************** for both the vendors and tenants. (I have many email threads to support this.) 

  
  Sincerely,
  
  ***** ********

  ants put in their notice to move out. The tenants cited that the reason they wanted to move out was because property wasn't being maintained appropriately. -Despite the fact that the tenants have put in their notice to move out, ** allowed the tenants to keep their belongings in my property, without my approval to renew the lease.The takeaway is routine maintenance/cleaning (per contract) of the roof could have prevented stagnant water on the roof and therefore excess moisture in the house which has led to the mold issue. When the mold issue was first identified it was not treated to resolve the underlying issue. When the mold issue returned in January, it was also not prioritized based on the severity of the issue. More diligence on the part of ** could have prevented this entire mold issue. This is all supported by ** staffs overall slow communications, ********************, and overall mismanagement to resolve the identified issue. I have lost rental income and repairs.

  

  Business Response

  Date: 04/02/2025

  Dear Brook,

  
  Thank you again for your feedback. While I appreciated the opportunity to speak during our 45-minute meeting last Friday, I was disappointed that it did not result in a more productive or solution-focused outcome.
  

  To clarify the timeline and our role:
  

  Gutter cleaning is not included in our standard management services. Our agreement does not require routine roof or gutter maintenance unless specifically requested or authorized. As part of our annual property survey, we visually inspect the home from the street, and in this case, there were no visible indications of blockage. That said, we are happy to coordinate recurring gutter service going forward through one of our trusted vendors at a reasonable cost.
  Regarding the moisture and discoloration: the initial concern was reported by the resident on December 5th. We promptly had a vendor out to assess the issue. At that time, no active damage or discoloration was observedonly general moisture, which the vendor believed was due to lack of ventilation in the closed-up unit. The resident was given instructions on how to improve airflow and asked to report any recurrence.
  

  No further communication was received until January 13th, when the resident again reported an issue. Our team acted quickly to schedule a follow-up inspection, though multiple rescheduling requests from the resident pushed the actual appointment to the end of the month. Our staff remained diligent in coordinating between the resident and the vendor throughout this process.
  

  At that point, the vendor recommended escalation to a professional remediation company due to visible discoloration. These services are often costly, and rather than move forward with the first available quote, we sourced multiple bids to ensure the best possible pricing. The vendor we recommended ultimately provided a competitive and fair quote.
  

  The claim that discoloration had spread "throughout the entire house" is not supported by vendor reports and appears to be exaggerated.
  

  To clarify the tenants' lease status: no renewal or extension occurred. The residents remain on their existing lease terms. Per California law, tenants may keep their belongings in the unit through the end of their lease or until they have officially vacated.
  

  Over the past seven years, Krystle Properties has worked hard to protect and maintain this investment. The property has remained in strong condition, with positive cash flow and minimal turnover. This recent issue, while unfortunate, is not uncommon in a 60-year-old home and does not reflect the standard history of maintenance or oversight weve provided during our management.
  

  It is a beautiful property, and it has been a pleasure to help house quality tenants there over the years. Once remediation is complete, Im confident it will continue to attract strong residents moving forward. I wish you and the home continued success.
  
  ******* ********
  CEO/Broker Associate
  DRE #********

• Initial Complaint

  Date:07/03/2024

  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.

   
  Complaint: 21939868
  
  I am rejecting this response because:

  The tenant is not responsible for paying to clean the entire unit.  The unit was cleaned by the tenant and pictures were provided.  We acknowledge that the oven alone was not appropriately cleaned. We acknowledged that we would be willing to accept a $50 deduction for the cleaning of the oven. However, this does not allow Krystle to then charge the tenant for the cost of the "vacancy cleaning" which as outlined included every surface in the apartment.  **** "standard" charge  is not allowable per CA tenants rights. We dispute any claim that the apartment was not otherwise fully cleaned as we provide proof upon move out with pictures of all areas. 

  The disposal was not part of the pre move out check list.  There was nothing wrong with the disposal when we moved out.  There is no evidence that there were issues at move out.  We therefore deny this claim.  To make this deduction this needed to be included in the pre move out checklist.  It was in proper working order at move out. We have not knowledge of "plastic" being in the disposal and given the unit was no longer under our control this "issue" may have happened after move out.
  

  Regarding the charge for the faucet, a deduction from a deposit may not be made for any "maintenance" issue.  The leaking faucet was not the responsibility of the tenant.  ******************** is now attempting to charge us for this.  **** too is illegal and we deny any responsibility to pay for this.  See email below which acknowledged that this charge should be refunded.  **** was July 1 and therefore the invoice was out of compliance with the 21 days period to supply detailed invoices for security deposit deductions.  

  Per the paperwork provided by Krystle their invoices are generic and have no detail as to deductions.  They are attempting to have the tenant pay the full costs of services when in fact the tenant is not responsible.  The landlord bears responsibility for any maintenance costs.  They are also responsible for this generic type of full unit "vacancy" cleaning which is clearly a "Standard" cleaning.  These types of charges to a tenant are egregious! 

  We do not accept these deduction and dispute that they are legally entitled to take them.

  Furthermore the lack of professionalism is appalling.  **** is an email we received advising us to contact the property owner with any concerns as Krystle was no longer managing the property.  We, of course, have not contact information for the owner and would be unable to follow up with him.  **** was her response to our emails advising that we were not willing to accept the deductions that were taken.

  ******************************* Mon, Jul 1, 1:40?PM (6 days ago)
  
  
  
  to me, *******
  
  
  The deposit disposition was sent out within the 21 days as required by law.
  
  Please be advised we no longer manage this property please refer all questions and concerns to property owner.
  
  *********************
  Maintenance Cordinator
   ************  ************
   *******************************
   www.KrystleProperties.com

  **** is why were were unable to get any resolution to the issues.  

  
  

  Email from Krystle acknowledging that the charge for the faucet was in error:

   

  Security Deposit Dispute | 243 Whale Bone
  
  
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  **************, Jul 1, 11:49?AM (6 days ago)
  
  
  
  to ********, **********************************, me
  
  
  Hi @*****************************;& *******,
  
  
  Received the email below from past ******************************** of 243 Whale Bone. *******, I'm adding you to this email as you were the contracted resident and therefore any dispute should come from you & not *******.
  
  
  @*****************************;- Please get a breakdown of the 2 items from Professional Handyman for his attached $140 invoice referencing a garbage disposal repair & a leaking kitchen faucet adjustment. Garbage disposal repair would be chargeable to past resident for having plastic pieces in the disposal. Leaking faucet adjustment not chargeable to past tenant (wear & tear).
  
  
  Vacancy cleaning of $320 is chargeable to past tenant. It is not the responsibility of the homeowner to clean up after a past resident. 
  
  
  Best Regards,
  *************************
  VP of Operations
   ************  ************
   ******************************
   www.KrystleProperties.com

   

  **************, Jul 1, 12:18?PM (6 days ago)
  
  
  
  to me, *******, ********
  
  
  *** will get back to you once she gets the clarified breakdown of Professional ********'s invoice. 
  
  
  ***, please remove me from your response as I'm going on maternity leave and you are fully capable of resolving this. 
  
  
  Best Regards,
  ************************* | VP of Operations 
  Krystle Properties 
  D: ************ | M: ************
  O: ************ | F: ************
  www.KrystleProperties.com 
  
  
  Your opinion matters. Click here & let us know what you think!
  **************, Jul 1, 1:50?PM (6 days ago)
  
  
  
  to *******, me, ********, **********************************
  
  
  I've stated my decision. Based upon Professional ********'s pending clarity of what was removal of plastic from garbage disposal versus his fee for the leaking faucet repair, you would be refunded for the portion of the invoice that is wear & tear - leaking faucet repair. All other charges stand.
  
  
  Awaiting ***** update from Professional Handyman. 
  
  
  Best Regards,
  ************************* | VP of Operations 
  Krystle Properties 
  D: ************ | M: ************
  O: ************ | F: ************
  www.KrystleProperties.com 
  

   

  
  Sincerely,
  
  *****************************

  perly at move out. It was working properly at move out. The charge for the faucet is clearly not the responsibility of the tenant.We contacted them numerous times regarding these charges. They acknowledged that the invoice for the disposal/faucet needed more detail. However this was well past the 21 day period required by law. These types of deductions against security deposits are egregious and the management company hopes that no one challenges them. This company has numerous complaints against them. The law is clear and what is required and they did not meet these standards

  

  Business Response

  Date: 07/05/2024

  We appreciate the opportunity to address your concerns regarding the handling of your security deposit. At Krystle Properties, we strive to adhere strictly to California law and provide fair and transparent communication to all our tenants.
  
  Regarding the $320 deduction for cleaning, it is important to clarify that this fee was not a "standard" charge but was specifically assessed based on our post-move-out inspection. While we received the photos you provided, our inspection found areas, particularly in the kitchen, that required additional cleaning. This was not an attempt to charge a routine fee but to ensure the unit met the cleanliness standards necessary for the next tenant. The costs were itemized accordingly, and this process aligns with the requirements set forth in Civil Code 1950.5.
  
  Concerning the $140 deduction for garbage disposal maintenance and kitchen faucet adjustment, the maintenance was required due to the presence of small plastic pieces in the disposal, causing a jam at the time of move-out. Although this issue was not identified during the pre-move-out inspection, it was discovered upon final review. The charge for the faucet adjustment was necessary to ensure proper function for the incoming tenant and was deemed part of the tenant's responsibility due to the condition it was left in.
  
  We understand your concerns about the timing and detail of the invoice. While we acknowledge the need for more detailed communication, the deductions were processed within the 21-day period required by law. Our goal is always to comply with legal standards and provide a fair resolution.
  
  Security deposit disputes are not uncommon, and we aim to balance the interests of both landlords and tenants. We regret that this has led to dissatisfaction in your case and assure you that we take all feedback seriously to improve our processes.
  
  Thank you for bringing this matter to our attention. We hope this clarifies our position and the steps we took in accordance with the law.
  
  Sincerely,
  *******************************
  Krystle Properties

  

  Business Response

  Date: 07/11/2024

  Regarding the $320 deduction for cleaning, this fee was assessed based on our post-move-out inspection, which found areas, particularly in the kitchen, that required additional cleaning. This was in compliance with Civil Code ******. This is not a standard charge but a reflection of the condition in which the unit (specifically the kitchen appliances) was left.
  

  The $140 deduction for garbage disposal maintenance and kitchen faucet adjustment was due to the presence of small plastic pieces in the disposal, causing a jam at the time of move-out. This issue, discovered upon final review, required maintenance.

  
  We understand your frustration, but these charges were reasonable and legally compliant. The deductions and the remaining deposit were processed within the 21-day period required by law. Our invoices, provided by licensed and insured vendors, reflect the necessary work done and the associated costs.

  
  Regarding your concerns about contacting the property owner, we manage properties on behalf of owners and direct tenants to them when necessary, especially when our management term has ended.
  Our position on this matter is final. We have reviewed your disputes thoroughly and do not agree with your assertions. We wish you the best in your future endeavors. This will be our final response.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21939868
  
  I am rejecting this response because: His response is unacceptable.  They withheld monies they were not entitled to.  They violated the 21 day window that they had to provide a detailed accounting of what specific deductions were being made.  They were not entitled to withhold money for a "leaking" faucet that needed to be "adjusted" and they acknowledged that fact in prior written communication. They are not entitled to withhold money to cover expenses that the landlord is responsible for such as the entire apartment move out cleaning.  Their rude and dismissive responses have been outrageous.  There note to tell me to follow up with the owner when they know I have not contact information for him was unacceptable.  Their tone of "we decided therefore it is done" is ridiculous when in fact they are in violation of the law.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/04/2023

  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.

   
  Complaint: 19897519
  
  I am rejecting this response because:

  what theyre stating are the actual facts per the agreement and not the actions around how this rent has been paid. After I sent in this complain I couldnt believe it but my mom paid the rent on the 3rd and these people took immediate response to say I was late and sent me a note on the 4th. The next day! Just literally proving theyre trying to make me move out, feel uncomfortable, not ask for help around my house, etc. Along with this I asked for help with mold, I have 4 years prior experience working with **** **** termite inspecting for infestations of all kind. I have black mold in my bathroom and took a video and talked to them about how Ive been wiping it off and it keeps coming back. What they did was send a guy who gave me 20$ for throwing away his trash which I thought odd and painted over the mold in the bathroom Ive been progressively getting sicker and as Ive been in the hospital for my recent car accident theyve told me that I have something of the like going on at home because my lungs are wheezing, coughing, a lot etc. Anyway these people are outside of the rental agreement, causing so much drama in my life. I can get you proof of paying the rent on the 3rd to prove this hateful act on the 4th. 
  
  Sincerely,
  
  ******************

  nd is not willing to wait for me to pay. On my contract it gives me until the fifth day before they can do this. I have the three day notice and I have email confirmation of it being sent to me on this day. I feel like my rights are being violated and I feel like Im not being treated fairly as a human being. I have a black mold problem which I have videos and pictures of proof. Their response was some dark spots on the walls/discoloration. This and many more issues continue to arise with this company and Ive only been renting from them for a brief time now. please help

  

  Business Response

  Date: 04/18/2023

  Please see attached Lease Agreement that includes Cosigner/Guarantor Agreement. There are two clarification points that can be found in this agreement, which sets the terms of the tenancy:
  1. *********'s mother has signed the Cosigner/Guarantor Agreement which gives us the right to communicate with her for any matters having to do with late and missing payments. Communication with the cosigner is not only the right of the landlord and the landlord's agent, it is a service to the Guarantor to ensure they are not on the hook for a large bill at the end of the tenancy.
  2. Rent is due on the first of the month, not the fifth of the month. Late fees are assessed if the rent is not received by 5pm on the third of the month.
   
  Collection of rent is within the landlord and agent to the landlord's rights. A written Three Day Notice to Pay or Quit is the accepted method for informing the tenant that they are behind in rent and that the landlord will take court action if necessary. This is not now, nor has it ever been considered harassment to post/deliver this legal notice. Regarding the resident's reports of discoloration in the bathroom, this was first reported via a text message on March 28 at 8:45am in response to communication regarding the March 2023 Three Day Notice to Pay Rent or Quit having expired. Our staff promptly scheduled an inspection on the property, assessed and assigned a work order. Please see work order activity log attached.
  

  
  

  

  Business Response

  Date: 04/21/2023

  Fortunately, we were able to resolve the issue ********* reported in the bathroom (reported following a 29 day late rent payment) in a quick and timely fashion. The vendor did not simply "paint the bathroom" as resident claims. The issue is resolved and the resident should report if the issue were to become a concern. I would gladly schedule another inspection to check the work the vendor completed, however, we will wait until the resident schedules with us as they are already wrongfully claiming harassment. 
  
  Regarding late rent payments, we will continue to take the appropriate, legal actions as we have including but not limited to reporting late rent payments to the Guarantor/Cosigner, sending unpaid rent letters and posting notice to Pay or Quit if necessary.

  This will be the final piece of correspondence on this platform as the resident knows how to get a hold of our office as I have record of him speaking with multiple members of staff within the last 30 days.

• Initial Complaint

  Date:11/16/2022

  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.

   
  Complaint: 18414640
  
  I am rejecting this response because: There was an attempt at coming to the house to see the fireplace and nothing came of it. it was scheduled, i missed work for it and nobody showed up. 
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 11/16/2022

  Good evening,

   

  I'm surprised to see this elevated to Better Business Bureau having never heard of the issue. Agreed, you should have a working heater. I have reviewed our documentation and I don't see the work order having been input until 11/11/22 and you and the vendor, GB ********, having missed each other that same day evening due to a misunderstanding on the scheduling. I agree with the resident that "around 6pm" and 5:15pm are not the same thing! Please feel free to reach out directly to the vendor to make sure you guys sync up. GB ******** Services can be reached at ******************** or **************. In the future, please reach out directly to our office for any items needing attention. If the representative you are working with is non-responsive, you can reach out to the general e-mail addresses of ******************************* or **************************************. 
  
  I will send a message to the vendor and you directly to encourage scheduling ASAP.

  Sincerely,

  ******************************* | CFO/VP-Property Management
  CA DRE #: ******** |  Realtor, Broker Associate

  

  Business Response

  Date: 11/22/2022

  I have researched with my maintenance coordinator and come to learn that the heater had been quickly fixed. Per the claimants last message, the decorative electric-fireplace insert is non-functional; the heater is working fine.
  
  The fireplace insert is decorative in nature and not the heat source to the home. The landlord has been presented with the option and cost to replace the decorative, aesthetic piece. We cannot compel the landlord to go forward with replacement as it is not a safety nor habitability related item. According to our maintenance coordinator, ***, this has been expressed in several conversations with both the claimant and the claimants mother.
  

   

  *******************************
  CFO/VP-Property Management
  CA DRE #: ******** |  Realtor, Broker Associate

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18414640
  
  I am rejecting this response because: This is a blatant lie, there is an outlet installed directly underneath the fireplace for the fireplace to be able to turn on. There are only 2 outlets in the living room and one of which is underneath the fireplace. As an electrician i know the only reason you would pull power from somewhere and put in a spot this obvious is to bring power to the said unit. 
  
  Sincerely,
  
  ******************