ComplaintsforGreat Jones Florida, LLC

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I hired Great Jones to be my property manager for my property on 5th pl in cape coral, FL. After the recent hurricane, I received many work orders from Great Jones. I was provided a quote for $1,585 to replace approximately 40ft of wood rotted fallen fence and rebuilding gate on left side of the home. I approved this work order. However, I then received a second quote for $5,229 to repair the same gate and fence. I asked for an explanation from Great Jones for why I was receiving two quotes for what appeared to be the same job, at two drastically different rates. They were unable to provide an explanation, so I verbally informed Great Jones on a phone call with my property manager that I rescinded my approval of the first work order until I could be given an explanation for the difference in the two quotes. Great jones then sent out a maintenance crew to complete the work that I had previously informed them that I did not want completed until I had the explanation for the two quotes (which I have still not received as of today). The crew did such poor work (see attached pictures) that my tenant got my phone number from the neighbor so they could call to let me know how bad it was and if that is what I approved. I reached out to Great Jones and let them know that the work was not approved and that with or without an approval, I was not paying for such low quality and incomplete work. Thus far, Great Jones has said that they are unwilling to refund my payment, citing the original, rescinded work order approval. The only resolution that they offered was to send the same company, that provided the original poor quality work, back to try to fix the issue. I informed them that this was unacceptable and I want a full refund for the unapproved, low quality work.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  As a property owner, I am very disappointed with the level of service provided by Great Jones. I have experienced major delays in receiving time sensitive notifications, getting rental analysis, inspections scheduled, and completion of work items, and an overall continuous lack of responsiveness. Without a direct line to contact the management team, I am forced to rely on their generic support email which takes longer than it should to get a response. When I finally get a response, my questions are often left unanswered. In the meantime, my unit sits vacant for prolonged periods. With the latest turn of my property, the tenant's notice to vacate was not entered into their system. As a result, none of the activities that should have been performed were initiated (notifying me that the tenants were moving, performing updated rental analysis, scheduling of the move out inspection, etc.). The utilities had also not been turned on after the tenants moved out, leaving the ** and refrigerator without power for a week and a half. After the property sat vacant for nearly two weeks, the move out inspection was finally completed but was not at all thorough. Based on my own walk through, there were a number of items left off the report, including burned out light bulbs, garbage that was left in the unit, a broken threshold in the dining room, missing light cover on the bedroom ceiling fan, fixing original the doorbell that was removed by the tenant, and some general cleaning. I have asked that these items be added to the turn sheet, but I have been struggling to get this taken care of. My level of concern over these continuing delays is significantly increasing with each passing day. I would consider the items related to the turn to be incredibly urgent, since these will impact the tenant's security deposit and there are deadlines set by the state of Florida related to how/when security deposits must be handled.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My entire house has been backed up for 3days and counting! I have reached out to them about this issue over and over again to only get responses Freon their 3party company stating they are waiting on GREAT ***** TO APPROVE the work order! I have kids and we are unable to use the bathrooms and the tub due to the switch is coming up thru the tub! This is very frustrating and unacceptable! Heres my Work Order Number 298332-313933

• Initial Complaint

  12/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We rented our property from January 2020-July 2022. Our management was switched to Great Jones later in 2020, so we dealt with the company for almost 2 years. We faced numerous maintenance issues, mainly HVAC, where we found ourselves living in a 90+ degree house for weeks at a time during summer months in **************. We also had heating issues in January, to which my emergency maintenance request was not acknowledged for over 24 hours. This company clearly did not care about our well-being as tenants, and did not ever offer any solutions for these dangerous living conditions. When we moved out in July, we followed all the steps for moving out and notifying the company. As of December 2022, we have not seen a dime of our security deposit. I found the new listing for our property being rented out for almost $200 more than we paid, and in the pictures they rented the house out with the washer and dryer we left behind, we well as the closet systems that we installed while living there, because the closets had no racks or shelves. We left the house in better condition than when we moved in, as there were countless issues and things that had to be fixed while living there. This company is a scam and do not care about their tenants. They are money-hungry and the property managers themselves are impossible to get ahold of.

  Business response

  12/09/2022

  Hello, 

  We are very sorry to hear about this experience. At the time you were vacating the property, the property was transitioning to another property management company. We are very sorry for this oversight. We have requested our move out team to process the security deposit as soon as possible. 

  Thanks!

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed up with great Jones property management in 2019. We were never truly satisfied with their services but continued for sake of convenience. After multiple complaints from tenants and issues with rent collection with decided to discontinue services in May 2022. They kept $1000 reserve for each of the two units they were managing. We were told it will be released in 3 months after all the pending bills are settled (see attached email communication). After 3 months, we have been trying and have sent multiple emails. The communication with Great Jones is attached. We have not been successful after multiple attempts (emails and phone calls). We are looking for the refund owed to us.

  Business response

  12/09/2022

  Hello ****, 

  We are very sorry to hear about the issues you are experiencing. I was able to retract information from our accounting team. We sent you a check in the amount of $1301 ON 5/10/22.  A reserves does not necessarily mean the owner has those funds available in their account. We held 2k in reserve 1k for each property for 90 days for any expense that needed to be paid in the time period.. This amount to pay for the final repairs was taken our of the reserve. I have also shared with you the the ITD full statement, the team disbursed $62,334.47. Please let us know if you received the final funds. 

  Thanks!

  Customer response

  12/20/2022

  
  Complaint: ********
  
  I am rejecting this response because of the following:

  Please see dates of attachments. The $1301 was the rent, not the reserve. The reserve of 2K is still owed to us. Rent and reserve are two different items. Again, please refer to the original attachments. We discontinued service March 18th, 2022. I will send attachment again. We were only able to obtain a response through the BBB. Hopefully this subject can be rectified ASAP. 

  Thanks, 
  
  ***** *****

  Business response

  12/29/2022

  Hello ****, 

    Please understand that we did not held $1000, you did not have enough funds for the $2k reserve. This is the reason why you got back the check amount. Please see the statements we have sent you YTD

  Thanks!

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a resident living in a property managed by this company I would like to express my complete and utter bewilderment by the lack of responsibility taken by this company to provide maintenance to the dwelling. We have submitted umpteen maintenance request for quality checks of water, as well as plumbing along with repair to our front door locks after ensuring Hurricane *** in SW Florida. We have yet to have a maintenance professional come out and assess anything after almost 2 months of submitting maintenance requests.

  Business response

  12/01/2022

  ********************; 12:06 PM
  We are very sorry to hear about the issues you are experiencing. Our maintenance team has updated the work order as an emergency. At this time the vendor has been assigned to the work order. Our goal is to have this repaired completed as soon as possible. ******* will be contacting you with any updates to schedule. At this time we are monitoring this work order. Thanks. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My complaint with Great Jones concerns mismanagement, poor workmanship and flat out lying. Details are as follows. I contracted with Great Jones as a property manager in August 2021. They initially charged me close to $8,000 to get my property "************" and allegedly fixed a long list of issues which I recently learned many were not actually fixed. Great Jones did not find a tenant until March of 2022 and during this long vacancy period they were uncommunicative and mismanaged by, for example, leaving the gas on resulting in charges to me of over $500. Once my tenant moved in in March of 2022, repeat maintenance calls were conducted by Great Jones without my knowledge totaling more than $2,000, some for the same repeated problems and others for issues which were never fully resolved or poorly repaired. I terminated my contract with Great Jones in July 2022 and am still now having to spend more money to address the same issues and lack of quality workmanship. Attached are sample pictures showing the terrible workmanship including items that were never fixed yet they stated were. To add insult to injury, in September, I receive a notice from Great Jones stating I still owe $500 for their services coming to a grand total of about $11K (not accounting for the property management fee and regular maintenance items). As resolution, I expect a refund for the services not rendered, mismanagement and the poor workmanship otherwise I will pursue other avenues for reparation.

  Customer response

  10/26/2022

  Hello ***** and thank you for your message.  My property is located in **********, ** which is where Great Jones operated as my property manager and is why I submitted the complaint there.  They have several different locations: https://www.greatjones.co.  Great Jones was acquired by Roofstock last year I believe which is a company based in *******.  Is that why the complaint was forwarded to you perhaps? Thank you for your time and assistance.

  Business response

  11/08/2022

  Hello,
   
  We are very sorry to hear that you were not satisfied with your experience and have looked into the statements made.  I've attached both the scope of work showing the before and after photos of the work completed.  I've also included a break down of the work orders for this property which was previously sent to you on July 21st.  
   
  Plumbing-
   
  298332-219978 (URGENT) Puddle in hallway! 05/06/2022 charged $247.50 - Bathroom sink had standing water in it, cabled out drain, removed wad of hair and a qtip. Tech confirmed it is an old lead sink arm, while cabling the cable was getting stuck, which usually indicates there is a hole in the pipe. (Piping in this home is in poor condition home is on a slab so cannot see pipes from underneath)
   
  298332-219982 (URGENT) Kitchen sink 05/06/2022 charged $150 - The kitchen facet has a leak and the sink is leaking underneath. Tech replaced the washer on the facet and corrected the issue. There was also a loose fitting at p trap under kitchen sink that needed to be corrected.
   
  298332-223470 (URGENT) Hall toilet 05/13/2022 charged $175 - The hall toilet is backing up even when we plug it its still going down very slowly. Tech performed auger on main floor toilet and confirmed line is open and flowing
   
  298332-227683 (URGENT) Kitchen sink is Leaking and the water pressure is supper low 05/27/2022 charged $350 - tech replaced 2 clogged shut off valves and 1 supply line for the sink, confirmed caused by sediment deposits from the water. 
   
  298332-231579 Low water pressure 06/20/2022 charged $250 - Replaced kitchen sink faucet, confirmed clogged, related to the sediment deposit issues from previous repair
   
  298332-248472 (URGENT) Bathroom sink is leaking 07/07/2022 charged $90 - Tech recommended to replace vanity, faucet, shut off valves, p trap, and then perform drywall repairs afterwards. Similar situation that was occurring with the kitchen sink, tech confirmed these things are old, not in good condition, and clogged from water sediments. You denied estimate and stated you would create a warranty claim for repairs.
   
  Siding/ Fascia-
   
  298332-220076 Siding 05/11/2022 Charged $175 - Tech E&D reinstalled piece of siding that fell down
   
  298332-218359 Fascia and Soffit repair/replacement 05/15/2022 1 Invoice for repair - $350 1 Invoice for trip charge- $65 total charged $415 - Vendor Luxe homes replaced the soffits and added trim on to fascia to match existing (reported fascia was deteriorated and soffit was loose)
   
  Regarding the length of time the property sat on the market, there were multiple discussions regarding the price for the home and you were advised that the asking rent was higher than the market supported.  The home remained vacant for 2 months after you requested the rent amount not be lowered any more.
   
  Additionally, we do not shut off gas at vacant properties especially during the winter.  This is to mitigate the risk of frozen pipes and the extremely costly repairs associated to them.  The breakdown of the gas bills are below.
  8/7/21 - 9/8/21 = $31.33
  9/9/21 - 10/11/21 = $36.17
  10/12/21 - 11/3/21 = $29.42
  11/4/21 - 12/3/21 = $38.56
  12/4/21 - 12/22/21 = $68.15
  1/6/22 - 2/7/22 = $197.44
  2/8/22 - 3/1/22 = $116.51

  Customer response

  11/11/2022

   
  Complaint: 18248312
  
  I am rejecting this response because:

  - First, Great Jones fails to address my concerns regarding the $8,000 they initially charged me to get my property "rent ready" which they allegedly used to fix a long list of issues which either were not actually all fixed and/or poorly fixed (e.g. toilet sealing, quality of **********).  I recently visited my property in person and saw the poor workmanship with my own eyes and provided a few sample pictures with this complaint.  I had to pay someone to go back to properly address several issues that supposedly were included in the $8K. If Great Jones truly completed all the work they purport then they must provide before and after pictures as proof the work was completed.

  - Second, their approach to servicing is to keep sending out people to put band aids and create more damage.  I learned that most if not all of the Great Jones staff is not located in ******** so assume they sub-contract out all the work without verifying quality nor true completion of work.  By way of example, the bathroom sink supposedly fully functioning during the "rent ready" phase according to my tenant was damaged during the 05/06/2022 where I was charged $247.50.  This resulted in a leak that then damaged the vanity and my tenant had to request a subsequent visit on 07/07/2022 charged $90 where I refused to complete the service since the damage had been created by previous technicians.  This was confirmed by my tenant.  I don't know if Great Jones is in this fraudulent scheme but as my property manager it is their duty to verify completion of work.  Again I am requesting before & after picture for each service request.

  - The long vacancy period was not due to my refusal to reduce rent.  The rent was on part with comparable properties in the area; just check the comps, time on the market and rent to confirm.  Throughout the vacancy they were slow to communicate, unhelpful and not proactive in their approach.  Some of the issues included poor picture quality, lack of proactive marketing, lack of follow-up with leads coupled with poor workmanship from making the property "rent ready" that hindered my property from being rented at market rent.  I even had to request new pictures and still the quality was subpart compared to similar property managers because they sent out a construction person to take the pictures as most if not all of their staff are remote.  

  My poor experience is sadly confirmed by the numerous complaints and poor reviews about Great Jones as a property manager and I expect restitution for the work they cannot prove was completed from Great Jones (i.e. before and after pictures) otherwise will be forced to escalate for resolution. 

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

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past year our rental has been dealing with a rat infestation that is not being properly taken care of by Great Jones. They are doing the bare minimum but the infestation continues to grow and is causing risk to our health and wellbeing. No tenant should ever be forced to live with rats and this is absolutely unacceptable.

  Business response

  11/17/2022

  We ask that you continue to work with the pest control company.  We see that there were some scheduling issues for your last appointment, but now that ******* has been informed of your availability, they are working with the vendor to set an appointment time.  

  Customer response

  11/18/2022

   
  Complaint: 18332804
  
  I am rejecting this response because:

  There have been zero scheduling issues between myself and pest control company and I have plenty of evidence to show that if needed. ******* asked me to directly reach out to the company myself, as show in my previous attachment if you had taken time to review it.  

  The issue here is not with scheduling no matter how you try to push it off as that.

  The issue is that I have a rodent infestation and the pest control company that has been selected has not been managing it effectively hence why we have been dealing with a worsening issue for upwards of two years now. Great Jones has been made VERY aware of this and has yet to make any action to find a better option for pest control therefore forcing us to live in an unsanitary environment. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We are owed our full security deposit of $1107. We have only be sent an initial check of $687. Great Jones has told us a few weeks ago that a second check for the remaining amount had been issued but we have not received it or been giving confirmation of it being sent. Great Jones has not answered any of our calls or emails requesting the remainder of our deposit be sent. We have had so many issues with this company and we just want to be sent the reminding $420 so that we can be done with this company.

  Business response

  10/18/2022

  Thank you for reaching out regarding your remaining deposit refund. I see that the check for $420.00 was processed on 10/17/2022 and will be mailed out to your forwarding address.

  Customer response

  10/18/2022

   
  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

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a tenant of Great Jones for 3 years. I paid my rent on time except for last month in September 2022 when great jones treated me me horribly. My air conditioning unit went out on 8/31/22 during the heat wave in Florida and it took great jones two weeks to fix it as they shopped around for the best quote. With this situation my living conditions were unacceptable and unlivable. I then decided to move out and here is where the problems come. I was not compensated properly for loss of use and no fees were removed from the rent being late as Ive paid half as I waited for a solution for this air conditioner unit situation. Now great jones is trying to recoup the money they spent on the air conditioner unit for damages to the home. I left this home in better condition with upgrades to many parts of the house. The carpet was in horrendous condition and I paid to have it cleaned upon moving in. I am not sure how old that carpet is as it was peeling up all through my residence. The entire floor is uneven and needs to be fixed. With this parts of the home floor buckled with the most in the bathroom and kitchen. I put in new tiles to cover and hide this in the bathroom. The bathroom fixtures were old and outdated and I did not damage them. Great jones is trying to charge me **** dollars to fix things that need to be done regardless but was not part of my lease contract to be fixed while living there. If you people at great jones think I am going to pay for air conditioning unit that needed to be fixed you have another thing coming to you as I will fight these charges you havent listed what was wrong and the person who wanted to inspect did not want me there at all which seems to be fraud to me. I will give great jones a chance to fix this the right way for once and be fair to good previous tenant that was treated wrong by you all. In closing great jones has one of the poorest communication and only responds by email.

  Business response

  10/13/2022

  Thank you for reaching out regarding your move out charges.  I do want to let you know that a concession for your time without a/c was approved and will be processed against your move out statement.  If you are wishing to dispute any items on your move out statement, please send an itemized list to ********************************* and we would be happy to review.  

  Customer response

  10/14/2022

   
  Complaint: 18180137
  
  I am rejecting this response because the concession for no A/c was unacceptable ($120.00) for 2 weeks of an unlivable residence is unfair. How did you even come up with that number.The move out charges are unacceptable, inaccurate and it seems Great jones is trying to make me pay for the new Air conditioner unit that they installed. 
  
  Sincerely,
  
  *************************

  Business response

  10/17/2022

  The concession was applied as a courtesy by the property owner and was calculated as a percentage of your per diem rent during the time you were without a/c.  The itemized list of charges you received along with your move out statement shows that none of the charges are related to the air conditioner.  If you need another copy of this itemization please request one by emailing **********************************

  Customer response

  10/17/2022

   
  Complaint: 18180137
  
  I am rejecting this response because I do not agree with the assessment nor did they do the walk through with me present.
  
  Sincerely,
  
  *************************

*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. ↩