Property Management
JWB Property Management, LLCComplaints
Customer Complaints Summary
- 38 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
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Initial Complaint
Date:03/06/2023
Type:Product IssuesStatus: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 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
Date: 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
Date:02/21/2023
Type:Order IssuesStatus: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.
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 againBusiness Response
Date: 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
Date:01/05/2023
Type:Product IssuesStatus: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 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
Date: 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 Answer
Date: 01/09/2023
********** ********
I am rejecting this response because:
Regards,
********* ******
Initial Complaint
Date:01/03/2023
Type:Billing IssuesStatus: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 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
Date: 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
Date:11/04/2022
Type:Billing IssuesStatus:ResolvedMore 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.
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
Date: 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 Answer
Date: 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
Date:10/03/2022
Type:Billing IssuesStatus:ResolvedMore 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 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
Date: 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 Answer
Date: 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
Date:09/08/2022
Type:Product IssuesStatus: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.
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
Date: 10/05/2022
From: **** ********** <****************************>
Sent: Wednesday, October 5, 2022 9:49 AM
To: **** ******* <*********************>
Subject: RE: BBB Complaint Past Due Final Notice ProbateOur 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!
Initial Complaint
Date:09/06/2022
Type:Billing IssuesStatus: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 signed a 2 year lease for a duplex with this company 7/14/20. The address is **** ***** ** ************ ** *****. The rent at the time was $649 per month It was understood the condition was as is and I completed a move in checklist indicating existing damages. I've kept the property up and never missed a payment. Now that my lease ended 7/13/22 this company sent an intent to claim $991 of my security deposit, even though I left the unit clean and free of any new damages. I was given a 15 day window to send a dispute letter that I received by mail around 8/16/22. I have sent a letter with photos via email on 8/16/22 and USPS on 8/18/22. So far I have received no response from a representative at jwb. I sent a follow-up email to [email protected] on 9/1/22 and still no reply. In my photos the floors had old tile, outdated kitchen cabinets and tan painted walls. The unit has now been listed on their website as available to rent with newly painted white walls, carpeted floors and new kitchen cabinets. They have fraudulently used my security deposit to voluntarily renovate the unit and sent me an invoice stating I left it damaged and that they needed to do repairs. They now have the unit listed for $877 per month. I am appalled that this company did this to someone who was loyal and never missed a payment. I am very stressed out as I just had a baby on 8/6/22 and am still on unpaid maternity leave and I need my money. Please, if you can help I'd appreciate it.Business Response
Date: 09/08/2022
We have had a Supervisor from our Property Management team reach out directly to *** ******** as of this morning, 9/8/2022. Attached is the formal Intent to Claim that was sent to *** ********* We received *** ********** formal dispute and responded directly. *** ******** will be receiving a refund of half of her deposit. We urge *** ******** to give us a call directly if there is still any further questions or concerns and we are happy to address them with her! Our Property Management team can be reached at 904-755-7777.Customer Answer
Date: 09/08/2022
********** ********
I am rejecting this response because: Jwb is still claiming that out of $1149 minus a non refundable cleaning fee they want to take $300 for repainting the walls. So in total they want to send me back $725. I responded to their email agreeing to the $124 cleaning fee but not the repainting of the walls. When I moved in the walls were tan and I provided pictures after I moved out showing that they still looked very much the same. However, jwb decided to add carpeted floors, new cabinets and repainted the walls white. They have used that $300 of my deposit for renovations. I have informed Andrea G that I want $1025 sent back to me.
Regards,
******** ********
Business Response
Date: 09/14/2022
It is in *** ********** legal rights within Florida Landlord Tenant Law to continue to dispute the Intent to Claim submitted. To do so, we ask that she continue the dispute directly with our staff, which is the directive in our Notice of Intention to Impose Claim on Security Deposit that was sent to Ms. Anderson, and attached on the original response. We ask that the response be submitted directly to [email protected] or call (904) 755-7777. We'll certainly review the submitted dispute and proceed accordingly.Initial Complaint
Date:08/29/2022
Type:Service or Repair IssuesStatus: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 don't know if you remember my previous complaint with this company but here we are a year later..My air is still broken (and runs 24/7), my oven still smells like mice feces/death, my refrigerator is still broken, they sent a tech that told us to "just turn it all the way up until it dies", we were supposed to have our doors replaced and holes sealed so no more rodents can get in. A whole in my ceiling still from a roofer falling in, NONE of which has been done! My rent has been paid a year in advance and nothing was ever done. So, now I am NOT paying rent until EVERYTHING is fixed. I want a waiver for August and September rent until they can get this together!
The way the state of Florida allows rental companies to do this is disgusting and I am not going to sit here and keep taking it.Business Response
Date: 09/02/2022
We have attempted calling *** *********, but have yet to be provided with a working phone number. This has been requested several time. This also equates to issues with scheduling visit from our vendors. Our Maintenance Supervisor also reached out directly to *** ********* on 8/26/2022 with an email reviewing our policies and updating on all current work orders. We currently have 3 work orders open for *** *********. Our HVAC vendor visited on Monday 8/29. Another work order was recently serviced regarding the front/back doors. We are awaiting a quote from the vendor there. We have requested photos for a work order regarding exclusionary work, and sent over a request to our Pest Control vendor. Our maintenance team has been actively working on all requests and work orders and will continue to do so. We also need communication back from *** ********* to be able to successfully update her on all work orders and schedule vendor visits. Our maintenance team can always be reached at 904-416-1600 or via email at [email protected].Customer Answer
Date: 09/09/2022
Consumer**** ****** *******
**** ***** ******** ******* **
********** ********I am rejecting this response because:
I am more than willing to get rent caught up once the repairs are done. That is all I have been asking for this entire year.
Regards,
****** *********
********** ********I am rejecting this response because:
Regards,
****** *********
Business Response
Date: 09/09/2022
We have a lockbox being installed today on *** *********'s property. We are in the process of scheduling the inspection to assess all items we can address as the Property Manager. We are also working to coordinate vendor repairs within the next week once that lockbox is placed on the home.
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