Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Realtor (******* *****) was deceitful in business and advertisement of property.Advertised as application fee waived upon approval.1st she tries to claim its only waived upon move in.2nd she then tries to claim it can't be refunded as I don't have account with their *********** she finally agrees to send a check.After a month of waiting no check has arrived and she is now ignoring communication.

  

  Business Response

  Date: 07/14/2025

  I just spoke to *****. He did deserve the application fee back and we accidentally dropped the ball. The ticket we had for it escaped me andwe failed to send out this payment.
  ***** was very kind and understanding and the refund was sent to him in full today.
  Glad we got this resolved.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When applying for a condo managed by *** Prime, we were assured at the walkthrough that noted issues would be fixed before lease signing. However, upon our return, our requests were barely addressed, and the living room carpet had been replaced with vinyl flooring without our consent. Despite the realtor apologizing for maintenance delays due to staffing issues, our concerns remained unresolved. In short, it took months to resolve issues, with repairmen lacking expertise and LP lacking a dedicated maintenance team. Repairmen, akin to helpful relatives, lacked official attire and expressed dissatisfaction with pay. Most issues were resolved with what would be temporary fixes, but significant ones like the smoke-smelling closet persisted, impacting our living conditions.Upon move-out we were hit with charges upwards of $1500 for cleaning and maintenance. I was present for the move-out walk through and even asked about any issues but was dismissed and told "it would be in the report emailed to you." When I messaged LP to get a more detailed understanding of what "cleaning" and "maintenance" were, they were even more rude and tried to imply that we had done significantly more damage in the unit we spent "less than a year in". Mind you, we had a 12-month lease but moved in late due to the maintenance delays. There were skid marks from suitcases in multiple rooms and small marks. The report does not note anything more than this yet we have a $900 painting fee. We were aware that there would be some charges for painting and some basic cleaning but what they are charging and what is in the report does not add up. They do not try to clarify anything and are extremely dismissive when you call. Also, do not bother trying to speak to someone in person. I attempted to go into their "office" at the address listed on their website. To my surprise, there is a completely different business there and all of the employees work remotely (allegedly not even in the same state).

  

  Business Response

  Date: 06/12/2024

  Prior to the tenants' move-in, the owner invested thousands of dollars into getting the unit ready, including $3,550 in changing old carpets in the living room, dining room and hallway with brand new gorgeous LVP flooring. This complaint is so ridiculous that this tenant is even complaining on a fabulous upgrade to the unit. How absurd.
  The unit was in great condition when the tenants moved in.
  Just as with any other house, during their 12-month lease there were a few issues with the house that were promptly addressed - a kitchen blind that wasn't closing (replaced), bathroom vents that were not strong enough (replaced), light plumbing issues (repaired), AC filter and maintenance (completed), etc. Each time a maintenance request came in it was addressed in a timely manner.
  
  When the tenants moved out after ~12 months, the unit was in bad shape. There should be little to no damage after such a short stay. Despite that short lease term, the walls were in much worse shape than when they first moved in, the unit was not cleaned and the carpet was dirty.
  We do not expect our tenants to repaint the entire house or make any upgrades. We also do not charge for damages that are beyond their responsibility. However, we do expect them to respect the house, and the resources & effort that went into it.
  The tenants were charged for the damages they caused to the unit and have only themselves to blame. You can't expect to cause so much damage in 1 year and have someone else pay for it. Take some responsibility.
  
  We manage hundreds of properties and have tenants move out every single month. Many of them get most (if not all!) of their security deposit back by returning the house in good condition. This is a win-win situation for everyone.
  We hope you do a better job with your next landlord and make sure to return your property in good shape, so you can get back your security deposit.
  
  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21611234
  
  I am rejecting this response because: The business is mentioning upgrades that the owner made to the unit on his own accord without request from the tenants. We did not ask for the *** flooring. We had toured the apartment when it still had carpet and did not have any issue. The issues that we did note prior to moving in were not fully addressed. The maintenance requests were not resolved in a timely manner, as seen in the screenshots, and caused further issues. For example, the bathroom ventilation was not fully fixed and caused water damage to the ceiling from shower use. We were subsequently charged for this damage after moving out. The assertion that the unit was in "perfect condition" prior to move-in is completely absurd considering there were several electrical issues (outlets not working), the dryer unit was out of service, and the primary bedroom closet smelled of smoke so bad you would start coughing if you left the door open.

   They have yet to explain the move-out charges which has always been my primary issue. We, as tenants, were expecting some charges for basic cleaning as most apartments/condos charge a fee. However, being charged almost $1000 for "painting" when the pictures in the report only show smudge/skid marks does not make sense to me. Additionally, they continue to claim the carpets were filthy but again, in the move-out report you can see before and after reports. We vacuumed and cleaned the entire apartment when we moved in and when moving out. The carpet does not look different in the report.

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

  

  Business Response

  Date: 07/01/2024

  On 4/10/23, 5 days before the tenants moved in, our technician replaced the blinds, fixed a faucet, changed dead light bulbs, and replaced the **** filter.
  Our house cleaners went to the house early in the morning of their move-in day, to make sure the house is spotless.
  In June we handled a few other repairs that came up, such as bathroom sink repair, outlets repair/replacement, dryer repair, bathroom vent repair, more blinds, a couple of plumbing issues (running toilet, tub drain,shower valve) , etc.
  ************ is inaccurate again in her description. We did NOT charge her for any damage done to the ceiling due to a faulty bathroom vent. It is just not the case and she knows it.  
  We shared with ************ the move-out inspection report and the charges shortly after she moved out: $900 for painting, $200 for cleaning, $200 for general repairs, and $175 for deep carpet cleaning.
  As mentioned before, ************ lived in the house for 11.5 months, but in that time was somehow able to create so much damage that the unit did not look anything like when she first got it. That is upsetting to all parties, as we would have loved nothing more than to get back the unit in the same condition she received it (or even close to it), and refund her all/most of her deposit back. Unfortunately, due to the extensive damage she caused, we had to forfeit SOME of her security deposit. This does not happen with most of our tenants, but it did happen with her.