Complaints

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• Initial Complaint

  Date:07/10/2024

  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.

  Elite Ventures is managing a rental property for us. We’ve been erroneously billed for a repair that never happened on our rental property. The tenant submitted a ticket on May 30th, 2024. The maintenance company was a no show on June 4th, 2024 and we were billed and the fee was collected from the rent for services never rendered. I’ve attempted for over a month to resolve this issue with the owner, Kia C*******, but have been unsuccessful.
  
  When questioning the billing error Kia recommended I manage the property myself.

  Business Response

  Date: 07/11/2024

  05/24/2024 04:54 PM
  Submitted online
  by Corey ** *****
  
  

   

  Good Afternoon, 

   

  In reference to **** ****** **** ****** the tenant submitted a work order on 5/24/2024 at 4:54 PM for the AC. It was assigned to **** to service the unit. The tenant called again June 9th and indicated that the AC needed to be looked at once again as it was not cooling. Description: Ac unit may be low on Freon, the outside pipes will freeze and need to thaw at times. When set to cool, the temp still raises inside the home until later that night.

  06/09/2024 01:21 PM
  Submitted online
  by Corey ** *****

  Ms. ******* called and indicated that the tenant who is her brother said that no one had come out to the home at all and that he had not called in a work order in May. She inquired about why she was being charged. We checked the system and the system indicated that the tenant had in fact submitted a work order in May and June for the AC and that a vendor was dispatached. The property manager and the maintenance coordinator both indicated that they had sent a vendor to the home and that the tenant had indeed called in (via input through his tenant portal)  the work order himself. We then called the vendor who was paid for the job and they also indicated that they completed the job. We then had a discuss with the tenant about the June work order of which we canceled because he said a friend of his had fixed the AC.  Ms. ******* then called upset saying that the AC still needed to be fixed. When we indicated that the tenant told us he had a friend fix it she insisted that the AC was not repaired. We then called the tenant back and he indicated it was in fact fixed. Because there was so much misinformation about who submitted the work order, if the vendor was sent and if the AC was fixed and there was so much back and forth of the tenant saying one thing and the owner saying something totally different we explained to Ms. ******* that she may want to manage the property herself. Not because of a bill but because we found ourselves not just in the middle between the owner and the tenant but between family members. It become personal when a relative is in a property and we did not want to come in between the communication between us and the tenant which is her brother and the owner . We have managed this property since 2020, that's almost a decade and we have had various tenants in the property. Because we value the trust of a decade long relationship we agreed to a conference call for Friday afternoon July 12, 2024. We haven't had that meeting yet  but we received this complaint. When a vendor turns in an invoice and indicate that work has been completed we are obligated to pay the bill. If there is an error then that vendor would have to reimburse us before Ms. ******* could receive a refund as we use 3rd party vendors. They do not work directly for us.

   

  Customer Answer

  Date: 07/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The details in Elite Ventures responses are not accurate.  There was never a denial of a work order being placed by the tenant in May.  When the request was made in May, the service company that was scheduled to come out on June 4th was a NO SHOW.  The maintenance request was closed and the tenant called in multiple times advising no one came out and made the repair and requested a reschedule.

  The service was never rescheduled, meaning no services were rendered.  However, I was still billed for maintenance that never occurred which is an unfair and deceptive practice in nature.  As a management company, Elite Ventures has an obligation to ensure services were rendered by 3rd party companies they are utilizing.  Selection and validation of these vendors are beyond my control.
  

  The details about what was “supposedly” repaired are also not in alignment with what was previously advised.  Elite Ventures advised there was a thermostat replacement which I’ve challenged them to advise “how” was the home accessed to replace the thermostat.  How did their 3rd party vendor gain access to the home?  Certainly my tenant would’ve recalled allowing them in the home. I haven’t been given any additional details to date.

   

  the requested meeting for July 19th at 1pm hasn’t been scheduled.  I’ve voiced concerns about the lack of services Elite Ventures is providing and was basically told to manage the property myself.  Interesting way to show they value a decade long relationship.

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

  Business Response

  Date: 07/12/2024

  We have rescheduled the meeting for July 19th and a **** link has been emailed.