Complaints

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• Initial Complaint

  Date:02/09/2023

  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.

  PMI Cedarboldt refuses to take any action to maintain the property they lease. The typically ignore communications or are extremely slow to respond. Current outstanding issue, broken dishwasher, has been six (6) weeks with no action taken to resolve the issue.

  Business Response

  Date: 03/08/2023

  This issue with timing was a regretful oversight and miscommunication.  We had asked the resident a question and were awaiting an answer.  The resident gave an answer yet not to the question we asked.  As you can see in the chain below, on JANUARY 9, 2023 AT 10:27AM, the communication only went to MANAGERS, and didn't get to the tenant.  True that our process is to follow up on stalled processes and the person tasked with that has been made aware of their failure and has been provided more training. 

  However, we also view that the resident also has some responsibility to share in this situation.  Why didn't the resident contact us for 4 weeks?  There isn't any other contact from them through our maintenance communication platform.  They could've called the office, sent a text, or a separate email directly to their property manager but didn't for 4 weeks.  And when they did, they purported that we were for some reason ignoring their issue when it was the case that we thought the ball was in their court.  By the way, the question we asked has to do with if the resident actually knows how to operated the equipment.  It's sometimes the case that a bit of train is all that is needed.  And in those cases, sometimes the resident figures it out for themselves and that is why we never hear back.  Anyway, the point of us waiting the answer was explained, professionally, to the resident yet they had something else in mind.  Instead of being reasonable in understanding that there was a mishap, on both sides, they started making threatening demands and stating legal statues that didn't pertain to this situation. 

  So as regretful as the outcome, we see that both side have responsibility.  Also, by the way, once we knew the issue still needed to be moved forward we did so just the same as we would in any other situation.  And the result of that was the resident giving us this:
  

  Tenant Rating (of vendor and work performed): 5/5 on March 1st, 2023
  "The repair was great. The scheduling of the repair was severely mishandled."

   

   

  EM
  ***********************
  manager
  JANUARY 8, 2023 AT 6:48PM
  We've received your Meld request about the appliance issue. Please send us the serial, model number, and brand of the appliance. You can send by text or post a photo onto the Meld.
  
  
  
  VISIBLE TO: MANAGERS, VENDORS, TENANTS
  TW
  *******************
  tenant
  JANUARY 8, 2023 AT 6:51PM
  Kenmore 665.1309
  
  
  
  VISIBLE TO: MANAGERS, VENDORS, TENANTS
  MA
  Maint Abodea
  manager
  JANUARY 8, 2023 AT 6:57PM
  "*** FOR ANY UPDATES, Please notify ***************** You may also visit app.abodea.com for real-time progress. *** Real-time Call Notes: ***************************************************** 00 Unassigned 01/08/2023 Abodea opened Work Order No. ********** (GR)"
  
  
  
  VISIBLE TO: MANAGERS
  MA
  Maint Abodea
  manager
  JANUARY 8, 2023 AT 11:37PM
  Real-time Call Notes: ***************************************************** 09 PM Handling 01/08/2023 Tenant not responding to calls and texts. Abodea will reopen if tenant calls back. (GR)
  
  
  
  VISIBLE TO: MANAGERS
  EM
  ***********************
  manager
  JANUARY 9, 2023 AT 10:27AM
  Hello Tavis, Looks like one of our team contacted you on this yesterday evening. Can you let me know if this is a new phenomenon or has this always been an issue since you moved in?
  
  
  
  VISIBLE TO: MANAGERS
  MA
  Maint Abodea
  manager
  JANUARY 11, 2023 AT 4:55PM
  09 PM Handling 01/11/2023 Non-emergency. For PM handling during business hours (CS)Released Notes URL:*****************************************************
  
  
  
  VISIBLE TO: MANAGERS
  TW
  *******************
  tenant
  JANUARY 18, 2023 AT 11:50AM
  The dishwasher has also begun making sounds that it was not making previously.
  
  
  
  VISIBLE TO: MANAGERS, VENDORS, TENANTS
  EM
  ***********************
  manager
  JANUARY 26, 2023 AT 1:16PM
  *****, Did you receive this message that I'm sending from Meld?
  
  VISIBLE TO: MANAGERS
  EM
  ***********************
  manager
  FEBRUARY 15, 2023 AT 1:14PM
  We received the quote for fixing the dishwasher this morning and just approved it. The vendor should be back in touch with you to schedule the fix.
  
  
  
  VISIBLE TO: MANAGERS, TENANTS
  
  
  

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19369145
  
  I am rejecting this response because:

  The managements response indicating that the tenant is responsible for following up on complaints for which they have been notified is nothing more than victimizing the victim.  A tenant has a responsibility to notify the property manager which was completed on January 9th. The property managers process is designed to intentionally delay repairs as can be seen in the listed in the communication. The property management is intentionally disregarding the two (2) phone calls the tenant had with their staff which were absolutely unnecessary and both resulted in the same response that they would dispatch a repair but after 6 weeks nothing had occurred. This response offers no resolution to this delay nor their complete negligence in their mishandling of this issue and blaming the tenant only further proves how this management company continues to be mishandled.

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