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:02/11/2025

  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.

  I am filing a formal complaint against Performance Property Management regarding both inadequate maintenance service and an unfair charge. Last year, insulation was added to the outside of the ** unit, but this year, I submitted a maintenance request due to freezing conditions in my unit, specifically that room,The technician who came did nothing to resolve the issue, yet I was charged $90 for the visit. Not to mention this was about three weeks ago and now suddenly this charge is added. In response, *** Back, the property manager, stated that the ** is what it is, that all units are like this, and that I should charge back the time for the technicians visit, implying the owner shouldnt have to cover the cost. *** also mentioned that if Im having heating issues, I should submit a formal request and suggested that if the conditions are unbearable, I could simply move out. This response not only fails to address my concerns but is dismissive and unfair.I believe this situation is both unreasonable and discriminatory. I am requesting your assistance in resolving this matter, ensuring that my rights as a tenant are respected, and addressing the unjust charge for services that did not resolve my issue.

  Business Response

  Date: 02/14/2025

  Hello, we appreciate this tenant's feedback, however we cannot offer a credit against the $90 charge, as the tenant was made aware multiple times prior to this instance that if he requests maintenance service for an item that is technically not an issue, that he would get charged for the visit. The ** unit had no issue upon inspection and the cost for service was already incurred. The owner is also not willing to credit the charge and incur the cost himself for the same reason. Thank you

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22930126
  
  I am writing to formally dispute the $90 maintenance charge applied to my account. After reviewing my lease agreement, I found no clause stating that tenants are responsible for maintenance visits when no repairs are necessary. Additionally, I have not signed a new lease since 2022, meaning any new policies introduced by management were never communicated to me nor agreed upon in writing.
  
  
  Since 2018, I have never been charged for a maintenance visit under similar circumstances. My request was not for an ** repair but for insulation, which was performed without charge last year. If the technician chose not to complete the insulation this time, that was their decision, and it is not my financial responsibility.
  
  
  Violation of Colorado Landlord-Tenant Law
  
  
  According to Colorado Revised Statutes (C.R.S.) *********, landlords are responsible for maintaining rental units in a habitable condition, including ensuring weatherproofing and insulation. If the requested service was related to insulation and weatherproofing, this falls under the landlords legal obligations. Additionally, per C.R.S. *********, any new fees or charges must be clearly disclosed in a written lease agreementwhich was not the case here.
  
  
  Moreover, C.R.S. ********* prohibits landlord retaliation, meaning tenants cannot be unfairly charged or penalized for requesting maintenance services. Given my previous interactions with property management, I feel that this charge could be retaliatory in nature.
  
  
  I also want to address the response I received from *** Back below via e-mail.
  
  
  *****-Im adding our Maintenance Director ********, who instructed me that the ** is what it is, they are all like that, and to charge back the time for our tech. The owner shouldnt have to pay for that call. If you are having other heating issues, submit a meld. You also have the option to move out if its that unbearable. No one is discriminating against you; we charge back to tenants all the time. Im sorry you feel targetedhave a good night.
  
  
  This response is highly unprofessional and dismissive, essentially telling me that if I dont like being charged for something I should not be financially responsible for, I can just move out. The lack of respect for tenants rights and concerns is unacceptable, and I am now questioning how many other tenants you are improperly charging for maintenance requests that are either necessary for habitability or were never disclosed as billable services.

  I also want to address the fact that my rent is being increased to $1,500, while I have learned that other tenants in units of the same size are paying as low as $1,275. 
  

  Unfair & Unequal Rent Practices: If other tenants in the same complex with identical units are paying significantly less, this could constitute unfair and discriminatory pricing practices, which may be subject to review under Colorados Fair Housing Act (C.R.S. ********* et seq.).
  
  
  Request for Resolution
  
  Since this charge contradicts both my lease terms and Colorado landlord-tenant laws, I formally request its removal. If the charge is not reversed, I may be left with no choice but to escalate this issue by filing a complaint with the ************************************ (****) or seeking legal assistance through Colorado Legal Services.
  
  
  Best regards,
  ***** *****
  
  
  
  

  
  

  Business Response

  Date: 02/18/2025

  Hello, we agree to waive the $90 fee in order to resolve this issue. Thank you - PPM

  Customer Answer

  Date: 02/18/2025

   
  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:07/04/2024

  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.

  This has been ongoing since *** took over from ****. She nasty and impossible to work with. She send threatening emails and very unprofessional. Even when my rent was paid up she said I could live for free. She told me that she was and the owners are tired of us and wants us out. She said the sheriff will through us out on the street.

  Business Response

  Date: 07/08/2024

  Thank you for your complaint submission. I am sorry you and ****** are in the position you are in, and I am hopeful that the amount of time we have worked with you both over the years has been helpful. I also regret to hear that our property manager has not approached interactions with you in the most professional manner. This will be addressed as part of our regular service training that we conduct with our team. Please reach out to us directly should you need anything further as you prepare for your move. 

  With Appreciation,

  Performance Property Management

  Customer Answer

  Date: 07/14/2024

   
  Complaint: 21944304
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/18/2024

  Good afternoon Ms. *************** would like to close my complaint regarding Advance Property Management. *** has resolved the issue my family and I will be moving to a new property. Per our agreement Thank you for your time.