ComplaintsforJWB Property Management, LLC

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called JWB for a issue with flooding in my home in February. Someone came out and unclogged it. I spoke with *** ***** on * different occasions asking for a invoice. I wanted to know the amount of the charges. She never sent a invoice but advised me payment plans are available. I received a * day notice on ********** for a unpaid balance of $***. I was furious. So Icalled and was told it was for the maintenance fees. Spoke with ********* she told me I would not be evicted. I could make payments on it. I told her I could pay $*** per month until it was paid off. She told me she would note my account. For the month of March I had trouble paying the rent with partial payment for the maintenance fees. I contacted ********* on *********** She instructed me how to pay it online. On 0********* I received a three day notice for $******* The balance decreased since I made a payment towards the maintenance. On ********** I received another * day notice for $****** . The amount went up so I contacted ********** She advised me all of a sudden the maintenance fees were $***. She advised me to contact *** ***** for a better explanation. *** ***** reached back out to me. She stated she my maintenance fees totaled up to $***. There email says the call are recorded. I requested for the calls to be pulled. Through my conversations via phone call and email with ********* and Ice the charges were $***. I attached my call logs and email. I have yet to hear back from them.

  

  Business response

  04/01/2024

  I do see there are 2 seperate charges on Ms. ********* account. 

  Charge *: $***- work order # ****** septic bill from septic issue on ********; the septic issues on the property were due to baby wipes being flushed, as well as "pads, candy wrappers, plastic gloves, and more". This charge will not be waived. Because the resident has paid a portion, the remaining balance on this charge still due is $***. We are willing to work with the resident for a payment arrangement. 

  Charge 2: $***- work order #****** plumbing bill from septic issue on ********; the plumber was not able to fully unclog the drainage because there was a clog from the outside of the home to the septic. The $*** is the trip and labor from the plumber to try and clear the clog from inside the home. This charge will not be waived. The resident has not paid anything toward this so the full $*** is still due. 

  The resident has also not paid April rent, so the full balance with April rent ($****) and April Resident Benefits Package ($**) and Maintenance Charges ($***+***=**** leaves a total balance of $****.00. 

  I will have the property manager, *********, reach out to the resident! 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So last Monday the 19th somebody broke into me and my spouse apartment and our lease wasn’t up until the end of march but we left because we don’t feel Safe at all And jwb is not taking it serious enough I want my money back they stole some of our items.

  

  Business response

  03/06/2024

  This is resident at *** **** ** * #4. 
  
  There was a break in, and the resident called in and spoke to ******. They had questions related to break lease penalties and their deposit. ***** *poke with them and was informed of their plans to vacate due to not feeling safe. We did send a vendor out to repair the damage from the break in, We offered to change the locks for them but they declined that. We were waiting to confirm that they were for sure moving out, I guess this message serves as that notice that they have vacated?
  
  Our process is that if someone is breaking their lease for any reason other than death or military orders, the lease agreement guides our lease break penalties. While of course break ins and safety concerns are unfortunate, that has never been a reason for us to automatically waive lease break fees or refund a deposit on a property. 
  
  Lease is attached. The lease ends 3/31/2024. This is not our lease, and after reading this lease I don't see anything outlining termination fees, which means at move out, the resident will be responsible for rent through the lease end date (florida statute) and any phyiscal damages to property or other fees owed related to the property. 

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stayed in house *or 4 years was charged over $***** *or move out *ees which I knew nothing about until recently when I was trying to apply *or an apartment. I contacted the company which they have not sent me any photos o* the damage that they’re charging me. I’ve called the collection agency and still nothing.

  

  Business response

  03/05/2024

  **** ***** *** ** ************* *L *****
  Moved in 6/2017
  Moved out June 2023
  
  JWB charged the resident $******* because they did not give proper notice be*ore vacating.
  JWB charged the resident $******* *or physical damage to the property.
  The resident’s security deposit on *ile was $******
  So total balance a*ter deposit that was sent to collections was $********
  
  See attached *or intent to claim on deposit, as well as move out photos outlining damages to the property. 
  
  We mailed the intent to claim letter to the resident but it got returned to us. We then reached out via email to the resident on 8/24 and sent a digital copy as well as asked i* they'd like to work out a payment plan. 
  
  They did not respond, so the account was sent to collections on 9/28/2023. 
  
  The resident is welcome to o**er a settlement with the collections company, PDM, which we will review and negotiate. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The nature of this complaint is in regards to poor housing commitments on the property managers part, I have been a tenant here for 4 years, the last 2 years had felt like a unfortunate throwing away of money because I can’t get anything fixed, anyone to respond or even act as if my concern is a issue ! I have 4 small kids & have been complaining for months about the deteriorating housing conditions! This business has several property managers that are assigned and abruptly removed so it’s very frustrating in means of getting someone on the phone. I’ve been complaining about the kitchen and bathrooms (I have 2 bathrooms falling apart) walls, flooring & cabinets coming undone trying to see if they could reach out to the actual owners of the property to grant them permission to remove/replace the deteriorating housing but I haven’t had any luck with getting any assistant ! Like I mention before I have small kids and the areas of damage are in their mists. Please help so that this will not be reoccurring for me nor other tenants, I have written reviews as well, still nothing !! Thanks !

  

  Business response

  03/01/2024

  In regards to the complaint itself, we have a record of all maintenance requests we have received from this resident and our response to them which I have outlined below for you.  In each case JWB Property Management took care of the request and the owner of the home spent a significant amount of money to ensure that the resident had what they needed.
  
  The most recently reported issue was in December.  It was reported to us that the kitchen sink was leaking from underneath.  This was resolved in 3 days.
  
  Additionally, the resident has called in 10 other work orders in the last 12 months, here is a brief overview of those with the responses and costs associated with them for your full reference.
  Oct 2023- An HVAC issue reported, resident was unresponsive to a maintenance visit request so the work order was closed.
  Oct 2023- An exterior inspection was conducted and we completed a pressure wash of the exterior as well as inspected some siding on the home that seemed to be separating from the home. The owner spent roughly $400 on repairs for these items. 
  Aug 2023- An insurance inspection was conducted and there was an issue with the resident’s washing machine hoses, to which the owner paid $155 to repair.
  Aug 2023- Resident reported issues with cabinets and flooring; the owner paid $160 to make repairs.
  July 2023- An inspection of the property found some minor roof repairs needed and another leak at the kitchen sink, owner spent almost $600 on repairs.
  April 2023- Fridge and freezer was not cooling properly; JWB sent a vendor and upon inspection the fridge and freezer were operating in normal condition so the resident was charged back for this service call for $70
  April 2023- Eyes on stove were reported as not working; we sent a vendor and were able to replace the burner eyes to get this functioning again for the resident. 
  March 2023- Resident called in issues with some gaps in the home so we sent a vendor to complete exclusion work at the property; however, after attempts to schedule and reach resident, they were unresponsive, so we closed this out. 
  March 2023- Resident reported mold and the owner paid almost $700 to remediate. Also paid another $115 to make repairs after the mold remediation.
  
  If there are remaining items to be addressed, the resident is more than welcome to report those to our maintenance team at [email protected] or by calling ************. 
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2023, We informed our property maintenance team that the AC wasn't cooling the Master bedroom or bathroom. We did all the trouble shooting they suggested and the problem was not resolved. The contractor came out and told us we had the thermostat set at 81 degrees. I explained that the unit wasn't on and the thermostat was showing the house temperature. The contractor told us the the unit was either to small to cool the house or the ducts were damaged or also to small. Apparently he told the maintenance dept. something else. We were charged 175.00. Another issue, After we reported drainage issues, we were told that the problem was because we had cast iron pipes that were falling in on themselves. We complained of our shower backing up and the toilet bubbling, and the sink not draining all in the master bathroom. They sent a contractor out who told us that after the last repair of the pipes the tester was left in the tank and that's what caused the back up. This is an on going issue and yet we can't report it because we will be charged and forced to pay frivolous charges. They have done what they wanted to do all along. Don't report anything. We were told there was to much tissue in the toilet. Once again something was different was told to maintenance and once again we were charged 175.00. There was no way to fight this company, we sent pictures, have email responses and we are still being forced to pay these charges, and told if we don't pay we will be evicted. We have requested higher management to contact us without anyone bothering to do so. We seem to have no rights when it comes to finding a fair resolution.

  

  Business response

  09/27/2023

  Attached is the communication and reasoning behind the charges for both the AC and Plumbing issue and both RER's are legit. We will also have a supervisor call the resident and talk through the charges and notes from the vendor. 

  

  Business response

  09/27/2023

  Attached is the communication and reasoning behind the charges for both the AC and Plumbing issue and both RER's are legit. We will also have a supervisor call the resident and talk through the charges and notes from the vendor. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is scamming us out of money. They are charging against us: $30 punch out package what is this? Cleaning fees in excess of $333.58, the lease states $175 as well as I had a professional cleaning ( provided receipts) and have pics/video the place was left spotless. Why am I being charged this? Repaint patch of $1008.60. We did not have anything hung on the walls. The place had numerous paint patches when we moved in. I feel they are charging us as this rental has been rented before and they are charging us. It needed painted when we moved in. We did not live in this place for even a year ( moved in after lease start out before end) The place looked nicer when moved out compared to when moved in. They also charge a monthly service fee which is to include air filters. We never received an air filter the entire year being there. So, we had to pay out of our own pockets. Isn't this considered breach of contract? Again, this is unfair of this company to charge us for things that were cleaned and the paint looked the exact same way when we moved out as the day we moved in. The home is a few years old builders paint and to charge us all these is a scam. Again I have numerous pictures to attest to all this and prove. I feel I should not be charged for cleaning when it was spotless or over a grand in paint which looked the same, that was the rental company who did a shotty job prior to us moving in with so many paint patches that showed clear as day and still looked the same at time of move out.

  

  Business response

  10/11/2023

  Good Morning,

  I am just coming back from being on a 12-week maternity leave. In my absence, was this complaint not responded to? I have the below information to respond if not.

  Per Florida Statute, *** ********* is welcome to reach out to us directly to dispute the intent to claim presented to her and we are more than happy to work towards a reasonable solution together that everyone can feel good about. Legally, she had 15 days from the time of receipt of the certified mail to dispute to us in writing by emailing ************************. We are also happy to answer any questions if she'd like to give us a call at ***** ********.
  

  

  Business response

  10/11/2023

  Per Florida Statute, *** ********* is welcome to reach out to us directly to dispute the intent to claim presented to her and we are more than happy to work towards a reasonable solution together that everyone can feel good about. Legally, she had 15 days from the time of receipt of the certified mail to dispute to us in writing by emailing ************************. We are also happy to answer any questions if she'd like to give us a call at ***** ********.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was charged for debris I couldn't bring because a roach infestation was never taken care of when I moved in, also rodents started to come in the house. I feel I shouldn't be unfairly charged.

  

  Business response

  08/01/2023

  Eviction termination- moved out  6/26/2023
  Resident disputed both pest control and debris removal, but per the lease we require a pest control receipt which was not provided, and the home was left fully furnished. See email correspondence (attached) between resident and ****** * (JWB Teammate) related to dispute.

  Attached ITC as well. Home was infested with German roaches. 
  Resident moved in in 2020, so any pest control issues at this point in time based on the condition of the home at move out from the eviction would 100% be the residents responsibility. 

  Customer response

  08/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:They are also charging me for not bringing roach infested debris with me. I am not an exterminator. They removed the roach and rat exterminator fee, trying to charge me 4 thousand dollars for not bringing roaches with me is insane.

  Regards,

  ****** *****

  
  

  

  Business response

  08/23/2023

  Good morning, 

  Resident disputed both pest control and debris removal, but per the lease we require a pest control receipt which was not provided, and the home was left fully furnished. See email correspondence attached between resident and ****** * related to dispute.

  Attached is the ITC as well. Home was infested with German roaches. 
  
  Resident moved in in 2020, so any pest control issues at this point in time based on the condition of the home at move out from the eviction would 100% be the residents responsibility. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The property management did not give back my deposit. And they are asking me to pay them. Also they are reporting twice on credit credit report. I have never received neither a phone call or letter from them nor from the debt collectors that they hired. I want them to report their report on my credit and give me my deposit. I uploaded where the collector are on my credit report. Both are reporting the same amount for the same merchant which JWB

  

  Business response

  07/31/2023

  Resident moved out of **** ******* *** **** in October 2022. Was sent to collections in April 2023, to PDM. 
  
  Move-out inspection and ITC attached. Balance owed is $148.88. 
  
  It was only sent to 1 agency, but they report to all credit bureaus so likely she is seeing it reported for each one. 
  
  She is welcome to contact PDM to settle the debt, they can be reached at Local Phone (***) ********

  

  Business response

  08/01/2023

  Resident moved out of **** ******* *** **** in October 2022. Was sent to collections in April 2023, to PDM. 
  
  Move-out inspection and ITC attached. Balance owed is $148.88. 
  
  It was only sent to 1 agency, but they report to all credit bureaus so likely she is seeing it reported for each one. 
  
  She is welcome to contact PDM to settle the debt, they can be reached at Local Phone ***** ********

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/18/2023, I submitted a maintenance request because there are flies coming in through the sliding glass doors. I asked to have someone come out and check the doors. This is not my first time experiencing this. Besides flies, I've had wasps, lizards and caterpillars come from those doors. This has been going on for a month or so now. On 6/20/2020, I was asked to take pictures of where I think the issue is. They said that they need to know the exact location so that they will know who to send out. At the time, I was unable to take pictures because I was at work. The next morning, I woke up to find tons of maggots coming in from those doors. The covered my dining room floor and my rug (which I've had to throw away). I sent maintenance pictures on that day. No one has responded. I made my property manager, Sydney, aware of the issue on 06232023. She told me that she would speak with maintenance and have them contact me. I have not been contacted. I came home from work today to find more flies in between the doors and my curtains. I would like someone to come out immediately to fix whatever is wrong with the doors. Imagine living in a home that has flies flying through it all day and night and then waking up to maggots everywhere. This is unacceptable. Rent is entirely too high to have to deal with these conditions and deal with my maintenance requests being ignored.

  

  Business response

  06/29/2023

  We appreciate the opportunity to look into *** ******* experience and apologize for her frustrations. We will ensure our maintenance team has opened a work order to address *** ******* door is sealing properly. However, in order to do so, we do ask for photos to be submitted so we can ensure we are assigning the correct vendors, and that our vendors are provided as much detail as possible to assess and rectify the issue in a timely manner, so we do ask for cooperation in that. Pest control is a resident responsibility, as stated in our lease, which has been reviewed and signed off on by *** *****

  Customer response

  07/31/2023

  On 6/18, I reached out to the maintenance department asking to have someone come out because there are flies and other bugs and lizards coming in through the sliding glass doors. They asked if I was able to take pictures of the issue. At the time, I was working when the request was made. The next morning, I woke up to tons of maggots coming in from those doors. I explained that I had been seeing the flies for a month or so now. This isn't the first time that I have dealt with this. Outside of flies, wasps, lizards and caterpillars come in. I am unable to determine exactly where they are coming from. I sent maintenance pictures of the maggots that came in. They have not responded since 6/18. I made my property manager aware of this issue on 6/23/2023. She stated that she would reach out to maintenance but I have not been contacted. Apparently, if I am unable to determine that exact location that is allowing the bugs and other things to come in, then my request is being ignored. Someone from the maintenance team, on 6/20/2023 said that they would need to know which area so that they will know who to send out. Imagine flies flying around your home all day and night and then waking up to maggots from those flies. I need someone here immediately to fix the doors.

  

  Business response

  08/02/2023

  Hi *****,

   

  This work order was completed and vendor was paid $190- see invoice attached. 

   

  If there are still pest control issues, those are the residents responsibility per the terms of the lease (also attached) since the door has since been addressed and sealed per the invoice attached. 

   

   

   

  I have asked the maintenance team to reach out again to the resident and make sure there is no other issue at this time. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  If i could give this company negative starts i would. I called JWB on June 14 in reference to my AC unit not working. They sent a vendor out on the June 15th to assess the issue. The vendor was at my residence for four hours. Once the vendor had completed the AC unit he advised me that the entire unit was over 18 years old and needed to be replaced. I waited a few days to follow-up and was told in the state of Florida AC is not an emergency we have been dealing with high temperatures past the last few weeks. Today my home temperature is at 98 degrees. No air no nothing. This is a split level home and they tried to offer me a 1 portable ac unit, I declined due to this is not fixing the issue. They keep blowing me off stating the owners have to see what they can do. My child has asthma and this is not acceptable I should not have to leave my residence and go to family to get relief. Just like they want their rent on time my issues should be fix timely. I work from home having to take 5-6 showers a day. If I was a Caucasian resident they would run to have this issue resolved. I pay my rent timely and this is not acceptable. Temperatures are only rising in the home.

  

  Business response

  06/28/2023

  We absolutely understand and acknowledge *** ******** frustrations and are actively working on a solution for her and her family. The original work order for *** ******** AC unit was opened on 6/14/2023. We got a quote for repair and submitted to the property owner for final approval on 6/20/2023. The timeline for approval from the owner is not a reflection of the experience we want for any of our residents. We have coordinated with our maintenance, property management, and portfolio management teams to work towards a solution we can offer until the AC unit has been repaired and the issue has been fully resolved. One of our Property Management Supervisors will be reaching out directly to *** ****** to discuss options and answer any other questions. We can also be reached at *************

  

  Business response

  07/03/2023

  While the team continues to try and work with the owner for final approval on the open work order, we have prorated June's rent and are not charging *** ****** for July's rent. We've also displaced *** ****** into different living conditions. We will continue working diligently to communicate with both the home owner and *** ****** to fully rectify the problem, and in the interim do everything we can to ensure *** ****** and her family stay informed of the temporary solutions we can offer.

  Customer response

  07/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ********* ******

   

*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. ↩