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:09/18/2024

  Type:Facilities 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.

  The company put in a thermostat before we moved into the house and it was wired wrong and we moved into and had to pay $2,330 in electric bills in 2 months with the first month bill being approximately $1,250 and the second approximately $1,080 and then didn’t help us in any way even though we did not touch the thermostat at all

  Business Response

  Date: 09/24/2024

  Hello,
  First
  and foremost, as has been clearly explained to you, your executed lease is
  between you and the property owner, Newcastle Property Management is simply the
  property owner’s agent. To correct some inaccuracies in your complaint, the
  thermostat was not replaced before you moved in and the cause of the issue was
  a stuck on heat-strip in the HVAC system. This is not a common occurrence but it
  does occur in heat pump systems, which are the norm in Florida.
  You
  reported an issue in January 2024, saying that the system was running nonstop, we
  immediately contacted a HVAC repair company, they scheduled with you and came
  to the property. They identified the issue and resolved it the same day. Seven
  months later, in August 2024 when you submitted 2 electric bills and requested
  reimbursement, we submitted the request to the owner, advocating on your
  behalf. As the issue was unforeseeable and, once reported, was corrected in the
  quickest way possible, and as your request for reimbursement was beyond their responsibility in the terms of your contract, the property owner denied your request.
  Again,
  as Newcastle Property Management is simply an agent between lessor and lessee,
  we have no authority in this matter. Since your request is beyond the terms contained
  in your contract, we have and continue to recommend that you seek legal counsel
  to understand your options. 

• Initial Complaint

  Date:05/23/2024

  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 originally contacted the agent, Wanda *******, regarding *** ***** ***** in Crestview Florida in March 2024. We spoke and I explicitly told her I wanted a property with a pool & on the north end of the city. I filled out an application at that time. The property was pictured and advertised with a pool. We reconnected in May, closer to the move. She ran my credit, approved the application and I told her I’d like my brother to view the property. He discovered the pool had recently been filled in. The agent did not disclose this information to me. I withdrew my application and requested a refund at that time. The agent refused stating she told me the pool was filled in. The listing was changed after that call showing no pool. I’d like a refund because the agent knowingly ran my credit and offered a property that was not as advertised. I would also like the agency to contact & correct my credit score. It caused it to drop after running the application.

  Business Response

  Date: 05/23/2024

  Hello,

  When you originally enquired about the property manager, the pool was in place. Shortly thereafter the property owner had the pool removed and the listing was updated. The pictures of the pool were removed and the remarks section was changed to remove any mention of "large inground pool". This happened in March and is verified through the listing's history the Realtor's MLS. You applied a month later on April 29th and April 30 in Peter's name. Only one application was processed and screening performed. The application fee went entirely to the cost of the screening. The property manager claims that she informed you of the change to the property but regardless of whether she did or not, the listing was changed before you applied. Since this is your claim, that the advertisements were incorrect when you applied, and it is entirely verifiable that they were in fact correct, I am unfortunately unable to help with your request. Thank you much and we wish you the best of luck in all of your future endeavors!

   

  Customer Answer

  Date: 05/24/2024

  
  
  Complaint: 21750377
  
  
  
  I am rejecting this response because:
    The agent never informed me the pool was filled in. I have been in communication with her and the agent covering for her while she was convalescing from her accident since March. No one ever told me the pool was filled. There were still adds up online with the original picture the day my family went to view the property.

  
  
  Sincerely,
  
  
  
  Marie ******

  Business Response

  Date: 05/28/2024

  Hello,

  I'm sorry that you're rejecting the response. Unfortunately we advertise on one site, the Realtor's MLS, all other internet advertising such as ******, ******, etc. are pulled from that site and we have no control over it, including how often it is updated. They pull and advertise the listings to drive traffic to their site, not as a benefit to us. There are notices on all of these sites, stating the listing information may not be accurate because they update slowly. Our listing was updated weeks before you applied.

  We get hundreds of emails every day asking for information on our properties, while the agent states that she did inform you that the pool was filled in, that really doesn't matter because she is under no obligation keep correspondence with you, she is not your personal real estate agent and is not getting paid by you. We try to help everyone as best as we can, but if we gave every person the personalized attention that you feel that you deserved, we would be out of business tomorrow because there are simply not enough hours in the day. 

  Lastly it clearly states on the application that you signed that the application fee is non-refundable. The application fee goes entirely to the company that performs the screening. We didn't process the application fee on the second application that you submitted.

  Again, I am sorry that you are unhappy but there isn't anything that I can do for you.

   

• Initial Complaint

  Date:02/01/2024

  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.

  They were our property manager from 2019 through Dec 2023. I paid them over $9,000 in management fees (plus the $1,700 deposit) to take care of our house while I was stationed at Wright-Patterson AFB, OH. The were supposed to manage house per the contract; however, they let the tenants destroy our home and lied to us for 4-years (saying everything was going well). The first year we were told the tenants were not keeping the house up to their standards, but they were taking care of everything. In 2020 I asked about the house before I signed the annual lease agreement and NewCastle (NC) said everything was taken care of and I didn't need to kick them out or find another tenant. In 2021 the tenants talked about moving out and since I was deployed, we went to a month-to-month lease. In Sept of 2023 I requested photos of the house and was told for weeks that the scheduled time to take photos was delayed or pushed back. On 14 Oct, I told NC I wanted the tenants out because it should not take a month to get me photos. NC tried to talk me out of this, but I told NC that I would rather rent the house for lease money and be able to see it when I ask. NC told the tenants I wanted them out so they did not pay Nov, Dec, or Jan rent. During the eviction I spoke to the Sheriff and he told me I was going to be disappointed when I saw the house (because he was in the house almost a year ago and saw what the tenants were allowed to do). When the tenants did leave, they left 12,000 lbs of junk and total destruction of everything. NC showed up on the eviction day as I was throwing everything out and said I would get the deposit as it was clear the damages far outweighed the deposit. I have informed NC several times that I am waiting for the deposit as I have already spent $900 on cleaning and $1,000 on trash removal just to name a few expenses that the tenant would be responsible for.

  Business Response

  Date: 02/01/2024

  Unfortunately, this business relationship was a complete disaster from day one. While we provided clear contracts that stated everyone's responsibility, and the complainant signed the contract, we were unable to override the complainant's mistaken preconceptions about our responsibility. Throughout our entire relationship until present, he has simply believed that he knew everything that there was to know about our business, the law, our contracts, the evictions process, the screening process, local markets, etc. and would not listen to our guidance. We advised against renting to these tenants, regardless he insisted against renting to them. We advised to not renew with these tenants, he insisted that we keep them. We worked, for free, for months to help evict these people and were only met with belligerence and abuse from the complainant. We gave clear options on moving forward, and how we could help, for free, and he insists on being antagonistic. It quickly became apparent that there was nothing that we could do to either cure his ignorance, nor make him happy, so we have concluded our business relationship. The complainant has no legal basis for his claims and is completely false in his basic understanding of our responsibilities. The complainant continues to harass Newcastle staff on nearly a daily basis. We have clear documentation proving our relationship responsibilities, disproving his mistaken beliefs, and we welcome our day in court. 

• Initial Complaint

  Date:11/09/2022

  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 entered into. Lease agreement with this company last October. The whole time I lived T the property I had the WORST Customer Service I’ve ever had. The agents April and Cassie are RUDE and extremely un professional. The towel rack broke within the first month and when I called about it they told me to fix it myself. We’ll when I moved out I was charged &100 to fix it. Also I cleaned the Unit 4 times and have a video to provide showing it was spotless BUT They still charged me $400 cleaning fee which I’ve never seen a receipt from either charge.I would WARN anyone considering this company to DO NOT USE!!!!! By far the WORST experience in Real Estate I’ve ever had.

  Business Response

  Date: 11/15/2022

  First, the tenant do not rent from us. As has been explained to him numerous times, as is clearly and explicitly described in the contract that he signed, he rented a property from a property owner named Kyong *******. Newcastle Property Management was simply the agent. We made no decisions on any factor at all. Throughout the tenant's occupancy, he disregarded the terms of his lease, the rules and regulations imposed by the Homeowner's Association, and harassed his neighbors, the CAM, and our employees. He had issues with his neighbors dogs barking, whom we have absolutely no business relationship with, and was upset that we could not control that. He was upset that the Homeowner's Association enforced the rules that he was provided and agreed to follow. He was upset that he was expected to repair the items he broke, this was again clearly defined in his lease. Upon his vacating the property, he left it in a fashion that was not satisfactory to the owner. The property manager went to the property 4 times to point out the owner's concerns. There are 110 pictures documenting the condition of the property that clearly show minor issues such as dirty baseboards, dirty blinds, dirty cabinets, dirty oven, etc.. After 4 times of giving the tenant a chance to clean the property, the owner chose to hire her own cleaning company. Newcastle Property Management didn't hire the company, see an invoice, or have any contact with said company. The owner then made claim on the tenant's deposit for the cleaning and repairs, as is legal and proper according to the lease and Florida Statute. Per the terms of his lease, the tenant should have been charged for each visit by the property manager, he was not. He owed a late fee and it was waived as a courtesy to him. He moved out of the property early, and was refunded $750 even though the refund was not required by law or the lease. I have personally spoken to Mr. ****** on multiple occasions and advised him that if he disagrees with the bills, that he should consult an attorney or file a claim against the owner in small claims court. He has continued to harass my employees, myself, filed complaints on numerous sites tarnishing the name of my company, all while knowing that his supposed grievance was not with us but with the owner of the property, whom he had the contract with. At this point it is clear that he has malicious intent with no regard for legality. Currently, we are preparing to sue Mr. ****** on numerous counts, we will be pursuing the unpaid trip fees, the refunded rent, the unpaid late fee, attorneys and collection fees, as well as all recoverable amounts to compensate for the damage unjustly done to our company through his harassment.