Complaints

This profile includes complaints for Dorman Real Estate Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dorman Real Estate Services Inc

  2760 N Academy Blvd #209 Colorado Springs, CO 80917-5326

• 

  Dorman Real Estate Services Inc

  509 Scott Ave #102 Woodland Park, CO 80863-1294

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:12/11/2024

  Type:Billing 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 have an active contract with Dorman to manage my properties in ****************, **. Recently one of the properties has been severely damaged due to Dorman's negligence. Dorman conducted an inspection in person and when the gravity of situation was assessed, **** ***** sent me an email stating that he is releasing the property management functions and that it will be on me or a different property manager to take over property management. See his email attached. I personally took over managing the property and in this case, since I took over in the early month of December 2024, I should not be obligated to pay 10% in management fees as Dorman is not managing any of my properties for the month of December. See the screenshot attached. Even though Dorman released themselves off the management duties, they are still charging me management fees for service they didn't perform: $202 / $139.50. My desired outcome is that Dorman refunds me management fees for both properties. Total: ******.

  Business Response

  Date: 12/12/2024

  *****,
  
  We will gladly refund you Decembers management fees in addition to the early termination fees weve already waived in order to part ways. A bearable working relationship with you is not obtainable. There was no negligence on our part in the water back-up you mention, though I understand you see it differently. We will transfer the $341.50 to you electronically and you should see that in your account no later than Monday 12/16/24.
  
  

• Initial Complaint

  Date:08/19/2024

  Type:Billing 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.

  Please Advise I live in a townhome, I have only 850 sq feet. Dorman (property management company) sent a bill for $17,800. to replace the roof as of May 2023.Turned iinto my insurance , ********************* they sent a check for $10,000. They said there is a cap on what they would pay out on a roof of $10,000, because of the square footage. Dorman is telling me I am reposable for the $7,800.I am a senior citizen and my only source of income is social sectury, I am also ill and have lost my job.They will not even talk about a solution other than to do a payment plan of $20 a month then I would have to pay the whole balance after 18 months. That is not a solution.Please advise me what my options are .Thank you so much *************************** ************

  Business Response

  Date: 08/20/2024

  Thank you for bringing your concerns to our attention. We sympathize with the challenges you're facing, especially given your current circumstances. We understand that receiving such a significant bill can be overwhelming, particularly when insurance coverage falls short of the total amount needed.
  
  It's important to clarify that the $17,800 charge for the roof replacement stems from a hail loss that occurred in 2023, which affected many homes within the *********************** ******************** This charge represents your portion of the insurance deductible that the association is required to pay. Unfortunately, the cost of wind & hail deductibles has reached an all-time high, particularly for townhomes and condominium associations, due to the increasing frequency and severity of hailstorms in our region.
  
  The decision to allocate this cost to homeowners is not made by Dorman Association Management, but rather it follows the association's legal obligations. In accordance with the governing documents of *********************** Townhomes, insurance deductibles must be shared among the homeowners. Dorman is responsible for ensuring that the association meets its financial obligations,which includes passing these costs on to the homeowners as required.
  
  Regarding the payment plan that was offered, this option is part of the association's collections policy and is also in compliance with Colorado legislation passed in 2022. This law mandates that associations provide payment plan options to assist homeowners in managing large expenses like this. While we understand that the current terms may not meet your expectations, they are designed to provide some flexibility in handling these financial responsibilities.
  
  We are here to help and are more than willing to discuss any other possible solutions within the framework of the associations policies and legal requirements. Please feel free to reach out to our office directly if you would like to discuss this further.

• Initial Complaint

  Date:07/19/2024

  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.

  On 7/18/2024 *** requested to check property for leaks because the toilet was exploding in the unit below. Plumber did find a tiny leak that leaks from bathtub drain into our own unit downstairs. Said it was not serious snd completely unrelated to the unit below and their plumbing issue. *** took a video in unit below of leaking water after 7pm when no water had been run since before 6 pm in our unit. Today *** emailed after their business hours snd after they left for golf tournament that we cannot bathe/shower until our leak is repaired next Thursday 7/25. They did not contact providing an opportunity to speak to them or resolve issue today even though the plumber was at the unit below. When bringing this to the attention of the board of directors they claimed we denied access to the plumber that never contacted us, called our frustration and outrage harassment and refused to allow access to plumber and our ability to bathe for one week. Also making false claims totally contradictory to what the plumber stated. The plumber tore out our drywall without permission and the *** said too bad not their problem.

  Business Response

  Date: 07/22/2024

  The ************************* is responsible for maintaining and repairing common areas and certain structural components in the association, including plumbing systems. When leaks or other issues arise that affect these common elements or multiple units, the association must act promptly to mitigate damage. The associations governing documents ***** the association the right to enter units to make necessary repairs and prevent damage to the property. Sometimes,an owner may refuse access to their unit, making it challenging for the association to carry out repairs. Despite this, the association still has a duty to protect the property and other units from damage. The association must give notice, except in emergencies where immediate access is required to prevent significant damage.
  
  We understand your desire to minimize contact from the management company and appreciate your feedback. However, it is important to understand that the management company, acting on behalf of the ******************************** is responsible for ensuring that all units and common areas are properly maintained. This includes addressing issues such as leaks, structural repairs, and other critical maintenance tasks. Timely communication with homeowners is essential to coordinate access for necessary repairs and maintenance to prevent damage to other units and common areas.
  
  The association also has legal responsibilities outlined in the condominium's governing documents (CC&Rs) and local laws. These documents require the association and management company to communicate with homeowners regarding important matters affecting the community.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22016078
  
  I am rejecting this response because:

  Access was provided. *** , *****************************, sent an email asking us to be available for plumbers between 8am and 5pm on Saturday, 7/20/2024z. Both my husband and I called off work to accommodate their request. At 4:15pm there was no response from the *** so we directly reached out to ***** Plumbing. To our shock, no service had been scheduled for our unit. Not for 7/20/2024 and not for 7/23/2024 (claimed it was rescheduled for 7/25/2024 also not true). No plumbing service was scheduled at all! But they instructed my family and myself to not bathe or use shower until this was resolved. Come to find out , the issue is a clogged pipe below us shooting up through the upper units. The plumber sent someone at our request because Im 5 months pregnant and have a toddler so they felt bad how the *** had set us up and treated us by LYING. So any snd all future requests will only be acceptable by phone NOT email that you get no response to!

  
  Sincerely,
  
  Ewelina Wszolczyk-*****

  Business Response

  Date: 07/26/2024

  Please let me know if the plumbing issue is not fully resolved. 

  Thank you.

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22016078
  
  I am rejecting this response because:

  I responded with my middle ground which is all communication must come by phone rather than my initial request of no contact. The reason for this is because they do not respond to their emails and do not address concerns. As noted in their recent response. Whether the plumbing issue is resolved or not you need to check with the unit next to us as thats where the back up shot up and  the back up was in the unit below us. We dont have a leak or issues, never did. Pipes are connected so us running water resulted in a back up because the pipes below were clogged and not draining. No work needed to be done in our unit. You tore out dry wall for no reason. 
  

  I am still requesting, as a middle ground, all contact be via phone if you need access or need arrangements for your common area plumbing issues or any other. You intentionally sent an email and immediately went out of office for a golf tournament for four days. Pretty unprofessional and assuming. 
  

  The middle ground here is contact only in which someone is talked to on the phone for your accommodation requests. NOT EMAIL. 

  
  Sincerely,
  
  Ewelina Wszolczyk-*****

• Initial Complaint

  Date:06/17/2024

  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.

  They haven't done any maintenance to the landscape, mainly weeds. This happened last year they were over 6 feet before they did anything. It is in the lease. Snow same thing never came said oh tell owner next year set it up.I am very phobic of spiders **ke therapy phobic, ** called last week and no response ! Over the weekend so many spiders even clear ones!!! Nothing said when they plan to maintain no call backs nothing. As paying tenants we deserve better!!!

  Business Response

  Date: 06/18/2024

  I apologize for the inconvenience. We have reached out to our vendor, Managed Mowed, to request a full groundskeeping service as quickly as possible. We have received confirmation from them that they will go out there as soon as possible. *******************, our director of property management, has contacted you since your complaint to let you know of this information. Please let us know if there is anything else we can do.

  Customer Answer

  Date: 06/20/2024

   
  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:03/22/2024

  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.

  Paid ****** dollars in February 2024 for rental application. From the beginning rental agent ******* R was unprofessional and unresponsive. Complained that she was contacted on Sunday. ******* us for repeated attempts to connect with her Needed advice to add co-signer and then submit application to interested rental property. Never occurred. Regardless, my info submitted to property. Application denied. Again asked for procedure or process to add co-signer. Ignored again. Told we had 30 days to use Dorman services My info submitted to second property without consent. Second denial. Then was instructed that we could only submit to properties that were listed on their website for over 30 days. This company has never heard of Fair Housing Act. They only allowed us to see properties where they wanted us to live. This is obviously against the law. We paid full money to fully use their services. This was denied. 2 weeks later viewed a 30 day eligible property. Immediately called agent to apply That was Monday March 18th Never received a return call. Real estate agent , intentionally waited for over 30 days to pass so we had to reapply and they could scam us for another 180 dollars. This real estate agency is just a scam and is clearly violating the written laws protecting people from this type of discrimation. Finally , five days later, on March 22 asked ******* told toerase all our info from her and company data base. She denied we e/mailed her and dismissed our mistreatment. This is discrimination and needs to stop. You need to correct this real estate business and their racist ways. This was a horrible experience

  Business Response

  Date: 03/25/2024

  I am sorry to hear that you did not have a satisfactory experience with our company. The Pre-Application Packet (***) on our website clearly lists our application criteria. When applying, you answered that you read the ***.

  Application Question: You must read the Preapplication Packet provided on our website (www.dormanrealestate.com/preapplicationpacket) to view our screening criteria and fee structure. Will the criteria or fees listed in our Preapplication Packet be a problem?
  Prospects Answer: No  Already read

  The Application Screening Flowchart in the *** contains the following:
  We do not accept co-signers to qualify individuals with credit scores below this standard. If credit is 550 599 as the result of unpaid medical debts or student loans (only) AND the property has been listed for more than 30 days, approval may still be granted.

  Based on our application criteria that you were aware of before applying, some prospects are eligible for properties on the market for longer than 30 days. As the real estate market ebbs and flows, this can prevent long-standing vacancies for some of our property owners. Based on your application and as can be determined in the ***, co-signers cannot help you qualify. Peoples credit scores and situations are constantly changing, so please let us know if you feel that you now qualify for our stated criteria. However, because of the constant fluctuation, we can only accept applications for 30 days.

  We understand that applying for housing can be a daunting task and would like you to be satisfied with your experience with us. We do have hard costs associated with processing an application that are disclosed in the *** and which exceed the application costs you paid. We are willing to work with you. In your desired outcome, you marked Billing Adjustment, then None Provided.Were open to discussing a billing adjustment if youd like to offer what you believe to be fair in this situation.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21474858
  
  I am rejecting this response because:  I and my requests to view properties were ignored by ************; She wanted us to ask  once and then wait until She was.READY.  Unnecessary delays
  On 3/18 when we still eligible to see and apply for rentals she was texted.  She never responded  My wife texted her on 3/22 again  
  She lied and stated I never texted her. This was her attitude of dismissal and inequality. She assumed we did not know better. Terrible services 
  Sincerely
  *********************

  Business Response

  Date: 03/30/2024

  We will pay to extend your application by 30 days. We cannot change the criteria on whether you are approved or not, but we can allow you to apply for our rentals for an extended period of 30 days without any further cost to you. Please know that our office hours are M-F 8:30am-5:00pm and our staff will not respond to any communication outside these hours other than property emergency issues. We hope this is a satisfactory resolution in your opinion. Thank you.

   

   

  Customer Answer

  Date: 04/02/2024

   
  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.   Please email me at perezc555gmail.com to inform me of our new 30 day active dates.
  
  Sincerely,
  
  *********************

   

   

   

• Initial Complaint

  Date:02/15/2024

  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.

  I have attempted to reach out to my property manager on multiple occasions regarding issues with my property. I was instructed to go through them with issues with my rental property instead of the renter, and hardly ever get through. I have left several messages on several occasions with the receptionist promising to be contacted and do not get contacted. Their emergency line does not return phone calls either. Their office hours are incorrect and the office is constantly locked without anyone answering during business hours. I recently had my rental property flooded and my property manager is not working with me.m or calling me back with town of the essence.

  Business Response

  Date: 02/16/2024

  ****************,

  I spoke to both ***********************, your Property Manager, and *******************, our Director of Property Management. They have both communicated with you multiple times regarding the flood issue and have worked hard to negotiate an early termination of your lease with the property owner as the damages are extensive. Neither of them are aware of outstanding issues or information you still need, or of missed voicemails, however, ****** is contacting you now through each of your phone numbers and emails listed with us to see how she may help you. Our office hours are Mon-Fri, 8:30am-5:00pm, though we do have occasional company-wide meetings, such as yesterday, February 15th from 10-12:30, where we must lock our doors. I apologize for the inconvenience. You are always welcome to reach out to ****** at ************ or ************************************************************ She may or may not be immediately available, though she will respond, typically before the close of business that day, but at least within 1 business day. Thank you.

  -**** Dorman

• Initial Complaint

  Date:08/21/2023

  Type:Order 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.

  Military family moved to **************** and rented ***************************************** with ************************ via Sellstate. Shortly after moving in, we were ghosted by ********. The property was filthy and original locks had not been changed between owner and tenant. On Aug 4 we were notified that our Sellstate was bought out by Dorman on Aug 1. We had no choice in this change of companies and were not happy with the lack of notice because our rent was still going to Sellstate but Dorman was reporting us as past due. As we neared the end of our rental agreement, we said we are considering moving out but we did not know the status of our next military station so Dorman convinced us (despite our hesitation) to renew our lease with them and use our military orders to get out of the agreement. Upon move out, they made us responsible for a professional cleaning ($735) which we were sincerely upset about given the state we received the home. When discussing with Dorman, ****** said that all the Sellstate properties were in terrible condition, and we were not the first to complain but we were responsible either way. When we moved out, Dorman began contacting us about deficiencies in the home that were there since we moved in. After 6 weeks, I asked ****** what our full refund would be, and she said I was being combative, so she was going to add additional things to charge to our security deposit. I believe Dorman is taking advantage of military families in the area and convincing them to renew leases then taking all their security deposits to cover the costs of Sellstates terrible maintenance of their rental properties. I'm not sure how it is legal to take over another companys rental contract without tenant approval for the change and then for the new company to charge tenants for the previous companies lack records or maintenance without any proof of the condition of the home when those tenants moved in.

  Business Response

  Date: 08/21/2023

  From the tenant's/complainant's property manager, ******:

  Wow, yes, I was working on her *** on Friday. I had been pleasant the entire time and asked if she had photos of the home when she moved in. Since I am in a military family, I understand moving around very well.However, I know that we could never charge her for things she wasnt responsible for and that I know I cannot charge them for previous damage (and wasnt planning to).
  
  I didnt even finish the *** yet, so she doesnt even know how much shes getting back. I did not say I was going to charge her for things, but cleaning is not a wear and tear item (which states in Collettes lease as well).
  
  I can send you all the emails as well. I was not being combative. And I think shes getting most of her deposit back, so I honestly dont know why shes writing this now without knowing how much shes getting back.
  
  Obviously shes very upset but I was going to finish the *** today to I could tell her the whole amount, but it seems like she jumped the gun a bit here and assumed I was going to charge her for things when I was not. 

   

  From our Director of Residential Property Management, ****:

  We do not convince people to do anything. Our team simply advised them that they could break lease with military orders, and they decided to renew with that in consideration.
  
  As for contract agreements, our lease requires tenants to have the home cleaned when they vacate (regardless of what occurred previously between them and a prior manager); there were also no records provided to us from the prior PM or tenant concerning it being dirty. The tenant read and signed the agreement with that in consideration.
  
  If they have a deposit charge dispute, they are welcome to submit that to our office, and we will review to ensure all charges are correct and fair. We take our duty to practice fair and honest business very seriously. 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20500617
  
  I am rejecting this response because response is not factual and does not accurately depict the situation. I believe other families should take great caution when selecting Dorman. I notified ****** on Friday that I would be pursuing this path after she tried to suggest we caused additional damage to the property which was there when we moved in after calling me combative therefore suggesting that she was being retaliatory. When I requested the amount in the return she kept bringing up random things and never addressing the question. My husband and I are BOTH military, we BOTH worked very hard to maintain this property. We took exceptional care of the owners home and feel very disappointed with how Dorman managed this situation. The terrible transition from Sellstate and the condition of the property how it was given to us is not the our fault but the company who decided to buy out another business. Dorman has zero information from Sellstate which continues to prove that we are not liable for Dormans claims. 
  I appreciate the current answer regarding our deposit but only actually stated in a BBB case. 
  Sincerely,
  Heaven *****

  Business Response

  Date: 08/24/2023

  This complaint was based on what the complainant/tenant "believed" was going to be in her security deposit reconciliation (what she thought she was going to be charged), before even receiving the reconciliation. The *** has since been completed and mailed earlier this week. I've attached it to this response. If you feel any charges on the *** are not your responsibility, we do have a formal dispute process, which must be done in writing (and not through BBB). Please reach out to your property manager, ******, if you would like to dispute any charges on your ***.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20500617
  
  I am rejecting this response because:

  Dorman should be investigated for stealing security deposits. We were charged for a dirty filter but according to the rental agreement we were supposed to be given filters. We never received filters, bought them on our own, and even left extra when we left. 
  they continue to lie and steal for departing tenants utilizing very unethical and legally questionable behavior. I absolutely cannot warn other families enough of this company.
  
  Sincerely,
  
  Heaven *****

• Initial Complaint

  Date:07/28/2023

  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.

  When I was requested 1 year ago to renew my lease, the lease changed from a 1 year lease to a 2 year lease without dorman notifying me. I just found this out this past week. I never requested a 2 year lease, never wanted a two year lease, and never knew about the 2 year lease. The term changed without my knowledge. I did not see it on the lease when I signed. It appears that they changed the lease term from 1 to 2 years without notifying me (the tenant). With the hopes I sign the agreement so they can get more money. It feels very uncomfortable to work with a leasing agency that will slide that major change into a lease agreement without notifying the tenant prior to sending the lease. I honestly didnt even know 2 year leases were a thing. *** never done one and never plan on doing that. I have been nothing but a respectful tenant, never late on a payment and keeping the home clean. I also have government orders to have a permanent change of station for the department of veterans affairs, and they have been unwilling to work with me. They also are not responding to my emails anymore with my questions about the lease.

  Business Response

  Date: 07/31/2023

  This issue is resolved. We have agreed to amend the lease to terminate 9/30/23. The complainant has stated she informed the BBB of this matter being resolved per the below email.

   

  From: ***************************** <***************************>
  Sent: Monday, July 31, 2023 12:49 PM
  To: *************************** <**************************************************************>
  Subject: Re: **** Hill
  
  Mandy,
  
  I have emailed bbb with a request to update the complaint that the issue was resolved. 
  
  Rachel 

  Customer Answer

  Date: 08/01/2023

   
  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,
  
  ***************************** (maiden Name *******)