ComplaintsforJWB Property Management, LLC

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have rented from JWB for a little over 3 years. During my fourth year, I purchased a home and gave the required notice to vacate as well as documentation to support my home buying addendum. I vacated the property on April 3, 2023. Per Florida Statutes, JWB is to notify of any intent to impose a claim on my securit deposit within 30 days. JWB failed to adhere to this statute which means they forfeited their right to impose any claims against my deposit. I notified JWB, via certified mailm of their legal obligation to return my full security deposit. They received this notification on May 18, 2023. As of today, June 14, 2023, JWB has failed to comply with the tenant/lndlord laws of the state of Florida.

  

  Business response

  06/15/2023

  We appreciate the opportunity to provide more insight into *** ********* complaint. We postmarked and mailed out *** ********* intent to claim letter on day 30, which was May 3rd. I have included the communication we sent directly to *** *******, as well as the certified mail label reflecting the date of May 3rd, 2023. We are happy to answer any other questions *** ******* may have if she'd like to call us at *************

  

  Business response

  06/28/2023

  Per the communication and documents submitted, the certified mail label reflects a date of May 3rd. *** ********* intent to claim letter was postmarked and mailed out on day 30. We've also submitted the direct communication to *** ******* noting that date. We are happy to address any other questions or concerns directly with *** *******. She can email our team at *********************com or call *************

  Customer response

  06/29/2023

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

  I am rejecting this response because: As previously mentioned, the mail was not postmarked until May 4th which is day 31. Purchasing postage does not indicate the act of mailing as postage may be purchased up to seven days in advance of mailing. Even when mailing a tax return, mail in ballot for voting, or paying a bill via mail, timely mailing is only indicated by the postmark date, not the postage purchase date. Furthermore, a business cannot postmark their own mail, as this can legally only be done so by the post office. I have been in contact with a lawyer who also confirmed that JWB did not timely mail their intent to pose claim. JWB states that they do not have control over when mail is picked up or received, however it is their responsibility to purchase postage and get mail to the post office by day 30. JWB had every opportunity to purchased postage on May 2nd and have this claim ready for pickup by the post office on May 3rd, but JWB failed to do so. JWB also could have purchased postage prior to the post office closing on May 3rd, an hand delivered it to the post office to be postmarked on May 3rd. They also failed to do this. Several options were within their control. I have already provided the postmarked mail with the date of May 4th. If this cannot be resolved in a timely manner, it is my full intent to move forward with small claims to pursue the full deposit with interest, legal fees, and any punitive damages allowable by law for JWB acting in bad faith. 

  Regards,

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

  Customer response

  07/07/2023

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

   

  Good morning, 

   

  JWB and I were able to come to an agreement yesterday. Thank you for following up with me. I greatly appreciate it. 

   

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

   

  “Our deepest fear is not that we are inadequate. Our deepest fear is that we are powerful beyond measure.”

  - Marianne Williamson

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worst property management company I’ve ever had. 1. The day i moved into the apartment a window was broken in the house. The maintenance team came out and boarded it. I requested i be ***** money for a hotel because i didn’t feel safe staying there until the window was fixed. Not to mention i didn’t want to run ac with an open hole in the house. I was denied that request. 2.The floor boards outside the apartment are broken and i have many times requested them to be fixed and they half heartedly fix them each time. The structure under the boards is rotten and they said they wouldn’t pay for it to all be done. They continue to be dangerous, and I’ve fallen through them many times. My dog fell through them as well. They also have stairs that are not safe and my neighbors feet have fallen through. 3. JWB requires we pay a $30 a month rental package for air filters. I have only received one air filter in 10 months. I repeatedly request one without word from the property manager. 4. My hvac system leaked so bad there was water leaking into my room. I requested maintenance fix it and they said it would be a week. I said there is pooling water in my house and there will be mold. I was driven to tears begging them to fix it and only then did they magically find a contractor to come out. 5. The week i moved in there was a moldy smell so i reached out for someone to come look at the hvac. I was told that “smell is subjective” and they never came out. To this day there is a musty/moldy smell. Overall the care for their residents is not there. They are there to make money and that’s it. They have no desire for quality property managment. They are the definition of slum lords. I pay my rent every month, i hold my end of the bargain and they simply don’t on their end. They fail in so many ways to provide property management. I don’t even think they should be called a property management company. They essentially just collect rent each month.

  

  Business response

  06/15/2023

  We appreciate Ms. ***** feedback and apologize for the frustrations experienced. We have gone back and reviewed our communication with Ms. ***** to look for opportunities to improve and grow to ensure her needs, and the needs of all of our residents are being met. One of our Property Management Supervisors recently called Ms. ***** to speak to her directly about her experience. Ms. ***** has let us know she will be moving out early. We addressed this with her directly to ensure we are supporting her throughout that process on our side. We also revisited our processes and procedures with our property management and maintenance teammates that have been directly involved in Ms. ******* lease to ensure there are no breakdowns in communication. We also confirmed that the AC filter delivery was in place, and reviewed the proper expectation setting for this service in the first place. We are happy to address any other questions or concerns with Ms. ***** if she'd like to give us a call back at *************

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company is trying to charge me for a full repaint of a condo I rented for 2 years and to clean 20 year old appliances totalling $760.00 I attached pictures of the original listing of the property I rented showing a terrible paint job and the 20 plus year old appliance condition they are trying to charge me for. Per the long time owners surrounding this condo in the building, the renter before me passed away and the condo was abandoned. The owner took a loss at preparing the condo to be rented again but minimal work was done. The property manager changed 3 times and the 1st property manager Kaley even gave me some of this information regarding the condos condition. Now that I have moved out it seems they are trying to charge me for the money/repairs they couldn’t get from the deceased renter. A full level 1 paint job of 2 bed/2 bathroom condo and deep cleaning of 20 year old appliance’s total $760.00. This is unacceptable and I can’t believe they would try to make a person go through this. I also have a video of the whole unit right after I moved out showing it cleaned that I can send.

  

  Business response

  05/08/2023

  *** ****** has been in direct contact with our team to dispute our original Intent to Claim charges. I have provided screenshots of the communication. At this time, our team has re-evaluated to charges and reduced them. *** ****** has accepted the changes. Please give us a call at 904-755-7777 with any additional questions or concerns.

  Customer response

  05/11/2023

  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. 

  Regards,

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

   

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to view a property today. The address for the property was ***** ******** **** * ***** ************* ** ****** I set up everything correctly to schedule the viewing for 2:30 pm 03-04-2023. I sent in my Driver's License as well. I arrived at the property and was unable to access the property due to the lock box not working properly. I called the leasing office of JWB Rental Homes multiple times, I e-mailed their office, and I sent a private message to their facebook page. I did not receive a response. The business has their hours for their leasing office on Saturdays listed as 9-5pm. It is false advertisement if you list business hours and no one is available at all to answer the phone. Every time I called the phone number listed on their website and on the lockbox (904) 737-0035 a recording played and then the phone went straight to voicemail. If there will be NO ONE in the leasing office available during your advertised business hours, please update your website and Google information to reflect this. This has been a nightmare of a situation as I also took off work in order to be able to view the property. I would like a refund for $100 for the time and gas that I spent waiting outside of that property in the rain. I had my small children with me as well, and the advertised support was not available at all.

  

  Business response

  03/08/2023

  We have looked into our communication records from Saturday, 3/4/2023 in order to best understand the situation. It appears that *** ***** was having trouble accessing one of our rental properties for her scheduled showing. We do see one email sent from her notifying our team of the issue. We have one agent working on Saturdays, whose main goal is to field incoming phone calls. We search our call records and do not see her phone number as having called in or left a voicemail. If she used another number than the one listed, we'd be happy to look more into that number. We have not collected any funds from *** ***** at this point, so we would not be in a position to refund any application fees associated with her showing. We are happy to speak with *** ***** ******** ** ***** **** ** **** *** ****** ** *************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company reeks of scams. They charge an arm and a leg plus two more for a house that is falling apart , literally the wall is detaching from the ceiling and it looks like just paint was placed over it at one point to cover it up. Every time there is an issue that requires emergency maintainence in situations that could lead to a possible fire for example they take months to come out and fix the issue they pull unnecessary funds from your account with no explanation and then charge you for them having to return your money they are scammers and I am so ready for my lease to end I’ll never rent from them again

  

  Business response

  02/22/2023

  Hello,

   

  Unfortunately after searching our system, we have no record of Ms. ******** stated address, email, name, or phone number as matching one of the properties JWB manages or residents JWB has worked with. We are happy to speak directly to Ms. ****** if the provided information is not accurate if she'd like to call our Property Management team at ************* We would be unable to speak to this specific complaint without any records of actually working with Ms. ****** or this property address.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted JWB maintenance on7-19-2021, about my AC not blowing cold air no answered, I call again and left a voice-mail nobody reach back to me, so I sent an email to them on the 7-22-21, I got a reply back on the 7-23-21, stating that before they can send out a technician to my house I have to watch a video on what could cause the problem and what are some tips to fix the issues, I do exactly what the video show, AC still not working, I let them know that right away, next I received an email saying that they receive my request a vendor will contact me within 2-3 business day, I called JWB and explain to them I have child with me and this is summer in FL, its like 90 degree feels like a 100. they say well there's nothing we can do. And the neighborhood is not safe for door to be open to catch some breeze , so I call a tech, he come and check the AC he said that one of the pieces that help blow cold air is too rusty so its stop working. So he charge me $200 to replace it, next I forwarded the receipt to JWB maintenance they never reply back, I forward it my to case manager and call her about it she said they will not refund me the money because I was supposed to wait for them to fix it, after a whole week back and forth in the heat. JWB doesn't care about their tenants their only care about money, I need my $200 refund from JWB, imagine 6 months after moved into a place AC stop working" now I replace a old rusty part with a brand new one, and when I move out I will leave it for the next tenant, its nor fair. Anything that stop working in the house JWB blame you for it whether you are a new tenant or not. And always wanna charge you for it.

  

  Business response

  01/06/2023

  Thank you for reaching out *** ****** and we apologize for your frustrations. We'd like the opportunity to clarify on this issue from July of 2021. We were contacted by *** ****** on 7/23/2021 to report the AC not working. We dispatched our vendor on 7/24/2021. The vendor called the *** ****** to schedule and the resident told them they'd already resolved the issue.

   

  We do not allow residents to contact their own vendors to handle maintenance, largely because we have a trusted vendor network of licensed and insured vendors to provide service for a bulk volume cost to us. There is also potential warranties at stake where another vendor could void those if servicing the unit.

   

  Unfortunately, with this issues dating back 18 months and the request coming 18 months after the fact, a refund will not be provided. *** ****** is welcome to call into our dedicated maintenance line at 904-416-1600 for any issues she is experiencing and we will ensure they are handled in a timely manner.

  Customer response

  01/09/2023

   

   ********** ********

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged 588.31 by the city for my grass being over grown. The property was under JWB management and that information was not relayed to me. I called JWB and was told that the notice is mailed to me. The notice was posted on the front door which was removed and placed inside the house. I only found out about the ticket was when my new property manager went inside the house. And now they are asking me to pay for a contractor going to the house when the house isn’t under their management anymore. I also got charged 6000 for a new AC unit. I relayed to the management before that i have a home warranty, when i spoke to them about it they said they did not know. I have email receipts of when i notified them that i have a home warranty.

  

  Business response

  01/06/2023

  We appreciate the note and apologize for the dissatisfaction Mr. *** is feeling. We'd like to take this opportunity to clarify the two charges stated and our role as the Property Management company. 

  In reference to the landscaping fine: The city notices will only go to the owner of record. The City of Jacksonville (COJ) does not know if the home is a rental and who may be taking care of management services. The property appraiser shows that the registered address for the home is the subject property (Mr. ***'s rental property). Here is a link showing the property appraiser search: *****************************************************************. Any city notices will go directly to the residence for the registered address unless the owner updates their address with the city. Here is a link to update that information with the city: ****************************************-and-****************************************************. The first violation for the yard is listed as 2022- ******* and the history is: 6/6/22 - sent to subject property vs. owner. 7/9/22 - violation cured by resident, as it was still occupied through 8/31/22. The second violation for the yard is listed as 2022- 8761929 and the history is: 8/12/22 - mailed to subject property vs. owner. 8/31/22 - resident moved out. 9/12/22 - posted notice from COJ. 9/22/22 - City addressed the violation (unknown by JWB and owner) - this incurred the fee by the city to cure. All of these details can by viewed through the city webpage to search violations at *************************************_sr. The owner communication to JWB for all of this is as stated: 9/26/22 - notification of looking for new company for repairs and management services. 9/30/22 - owner provided paperwork for the yard to JWB to cure. 10/5/22 - JWB dispatched vendor to address. 10/6/22 - owner provided JWB with the new property manager information. 10/7 - JWB cancelled our assigned vendor and is working to transfer to the new management company. In order to fully resolve this issue, the owner of record needs to update their primary address with the city to avoid future issues so notices are received in time to cure. Property management will only know to act on and address any known issues when they are presented by the owner or the resident. As the home was vacant, and the turn was not yet approved by the owner, JWB Property Management would not have acted.

   

  In reference to the HVAC charge: 3/2/22: Presentation of HVAC and need of replacement with confirmation from the client that they approved with no mention of a Home Warranty, nor any question on the quote presented, which was for $4,000. 3/4/22: Client sent over AHS warranty on 3/7/22 for our records but did not indicate if this is an existing policy or new policy. There was also no direction that he'd like this to be explored for HVAC replacement after approval was already given for our vendor to complete the work quoted. We reviewed our onboarding documents and all communication between JWB and the client, and found no prior mention of the home warranty since onboarding and managing beginning 2019. The resolution for the client moving forward would be to provide the home warranty at the time that the work order was presented and disclose that there was a home warranty to process through the home warranty company at time of onboarding.

   

  We are happy to discuss this directly with the client at ************.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Account for **** ***** **** ************* ** ******* $30.00 Monthly Resident Benefit Package which includes monthly delivery of an air conditioning filter was paid on October 1st, 2022 via automatic withdrawal.// No filter was recieved for the month of October 2022// I emailed JWB on the dates below and never recieved word on when the air filter would be delivered or if my account would be credited since I did not recieve the filter that I paid for. I still have not heard from anyone and I have used the requested method of contact since their physical office is closed to the public and I'm not able to pick a filter up from there. I also did not recieve a credit to my account for this month's rent for the air filter that I did not receive.// Emails were sent on the following dates to the emails listed:// 1) Fri. 10/14/22 [email protected]// 2) Wed. 10/19/22 ******* ***** * ****** *** * ******* ******* * ** ****** * ** ****** * ******* ****** ; VA 2 ; **** ******** * ***** * *WB Property Management // 3) **** ******** ***************************** ** ***** ******* *************************

  

  Business response

  11/04/2022

  We will have our team reach out directly the review the details of our Residents Benefits Package. Air filters are just one aspect of this package. Filters are delivered 60 days, and it takes about 2-3 weeks after move-in to fully activate the delivery schedule with our vendor. With filters being one aspect of the package, a delay in delivery would not equate to a waive, refund, or credit for the Resident Benefits Package. We will continue to work with our team to ensure expectations are set properly from lease signing, through to property manager communication. We are happy to answer and address any other questions or concerns at 904-755-7777.

  Customer response

  11/08/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 1******** and find that this resolution is satisfactory to me for now. I have been a resident since April and was told I would be receiving air filters monthly. Up until October, this was the case. I recieved a filter last week but am not sure if it was the filter for November or not. If that is the one I was waiting on, no one ever returned my emails. Just sent it without acknowledging why there was a delay.

  Regards,

  ****** ****

   

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have contacted JWB 4 -5 times about my problem and I have gotten no response or emailed back. I just moved here not even a month ago and they are trying to charge me more than what was listed on my security deposit form. I was told that my prorated amount for the month is OCTOBER would be $42 a day. I moved in on September 12, 2022. That means I stayed there for 19!days during the month of September bringing my rent for the month of October to be $798 + my $30 benefit package. The amount should be $828? Right? They have 861 on my portal. No one seems to be able to get this rectified. I have emailed my property manager ALYSSA twice already with no response as well as Courtney. I tried to resolve this with them before having to come here! I feel like that is a mistake on their end that should have been resolved already. There is still a 33$ charge on my account that I do not feel like I have to pay. I have been called the main property manager line and some girl was trying to assist but we got no where because she couldn’t comprehend what I trying to tell her. I keep all documents and have them. I would like for someone to handle this easy fix.

  

  Business response

  10/05/2022

  We have reached our directly to *** ****** to review the signed lease agreement, which states the rent amount *** ****** is responsible for. These terms and charges are accurate and reflected on the signed lease agreement. We hare happy to continue to answer any questions and address any concerns with *** ****** if she'd like to reach us at 904-755-7777.

  Customer response

  10/06/2022

  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. 

  Regards,

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

   

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Wednesday, September 7th, 2022, my husband contacted JWB Rental to see how to move forward with the application process. We had previously submitted all required documents. My husband was asked by the person about the condition of our credit and he said it was fair but not perfect. The person made it seem that they should still be able to work with us. I called this person and made a payment of $150. I was then told we should hear something back within 20 minutes. She called me back and said we had an open account that we owed for with Clay Electric and it just wasn’t enough with credit that they could use to go forward. I immediately called Clay Electric who I know we left in good standing when we moved several years ago. That statement was false! They also never emailed a copy of our background like they said they would. At this point I feel like we just gave away money. Find another company with good reviews before giving them your money especially in the current state of the world! I’m seriously thinking about reporting this on the news. I wonder how many others have been done like this?

  

  Business response

  10/05/2022

  From: **** ********** <****************************>
  Sent: Wednesday, October 5, 2022 9:49 AM
  To: **** ******* <*********************>
  Subject: RE: BBB Complaint Past Due Final Notice Probate

   

   

   

  Our Supervisor team has gone back to review all calls and communication in response to this complaint. During the application process, we worked mostly with Ms. *********’s husband. We found a utility balance on Ms. *********’s credit report. The report pulled was sent to Ms. *********’s husband, who was not aware of the balance. After receiving this communication from Ms. *********, our team reached out directly to her and sent the report directly to her as well. We also reached out with a phone call last week. She acknowledged the balance as our Supervisor reviewed this information with her. We have also refunded the application fee. If there is anything else we can do to assist, we encourage Mr. and Ms. ********* to call our team at ************.

   

  Kind Regards,

   

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

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

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

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

  ***** ******** - Business

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

   

  Got ?? Check out ******************* to see what we are up to!

*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. ↩