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:07/09/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My ac has been out since July ****** Ive been trying to contact someone no one has responded its been a week and its been overly hot in my home

• Initial Complaint

  Date:02/24/2025

  Type:Product 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.

  So I moved into one of Encore Rentals properties four years ago. I was required to make a $4797 deposit in order to secure the property. When I moved in the rooms upstairs smelled like an animal was definitely been there. Called to ask if Encore could get the carpet cleaned because obviously it wasn't clean after the previous tent moved out. They refused to get it cleaned. Since I had already moved in I had the carpet cleaned myself. Fast forward December 18 I was sent an email saying I had to move out because the property was being sold. Although I was not given the *************************** my lease. I found a new place to live. I moved out January 25, 2025, my move inspection was scheduled on the 31th. I waited 2 hours for someone from Encore to show up for the walk through. I even called the office to see if I could get someone out. No one showed up. I guess because it was Friday and they was closing the early for whatever reason. I sent a email the next day stating that I expected my full because I was not allowed a walk through due to no fault of my own. The following Monday February 3 I received a email at 9:27am saying they had scheduled the walk through at 10am. This did not allowed me enough time to my the walk through. Again I called the office and spoke with a ******** amount any issues, he stated they didn't know anything about damages. Fast forward today they charged me $1495. $1100 for paint and $395 for cleaning. This was surprising to me because I had the property professionally cleaned even the carpet which wasn't cleaned before I moved in. Even did some touch up painting. After living in the property for 4 years the walls was not bad and should've been considered normal wear and tear. I would definitely warn anyone to avoid doing business with Encore Rentals

  Business Response

  Date: 07/14/2025

  Response by Move Out Coordinator 
  Summarizing my experience with Mr. ***** we had to reschedule his move out inspection last minute due to our inspector being off that day, we rescheduled it for Monday of the following week because we needed to be between the legal timeframe to do the inspection after move out.
  
  That Monday we received an email from Mr. **** requesting his full deposit from us because we weren't able to do the walkthrough on the day he requested, I then explained to him when I replied to the email that that was not possible for us to refund his whole deposit back because he is not required to be present for the walkthrough so we had to do it without him, after we reviewed the inspection we applied the charges to his account leaving him with a refund of $3,502.00. I then explained the charges to him on an email with pictures and proof from the move out inspection, he then sent the pictures from the move in where he confirmed that some damages done to the home were not there at the time of move in. He first got charged $1,100 for paint and $395 for a cleaning fee, after further dispute I was able to get a $200 discount for the paint charges, so his final charges were $900.00 for paint and our cleaning fee of $395 because the unit needed cleaning. After that a check request was made and we refunded the money to his account on 2/27/2025.
  
  Thanks.

• Initial Complaint

  Date:01/03/2025

  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.

  First -I was promised and sold on a certain price$1900 and that there were plenty of units available for that price. Once I applied, it was approved. I was told there was no more units left and I had to pay a higher price. Second- Once I moved in the unit was nasty and wasnt moving ready still need construction cleaning. Company did not want to send out cleaners. Third- all the cabinets are off-line and dont line up this a brand new home and Company will not come out to fix.

  Business Response

  Date: 07/14/2025

  Response received from Operations Manager

  Mr. ****** moved into ********** on December 30, 2024. He was working with ******* ******** He scheduled several tours and missed them. He finally came by the property when Mackenize was there. She toured him and provided the next steps. Mr. ****** didnt apply immediately, when he applied and got approved, the unit (*******)he desired was not available. When the leasing agent called and informed him, he became upset stating he was told by ********* there were a lot of the Wembley floorplans available. The agent let him know we had the Carlisle available which was $1950. He felt the company should have discounted the rent to $1900, because he stated he was told there were a lot of ******** ************* Toomer was informed that no discounting could be offered. This was discussed with him prior to paying the deposit or any other fees. Mr. ****** agreed to proceed. During the move in process Mr. ****** was difficult to get in touch with. He stated he was out of town each time. He delayed paying the holding fee and pushed the move in back for this reason. When Mr. ****** moved into his home, he had several complaints, from the cleaning, cabinet doors being crooked, touch paint, etc. ****************** was not happy with his move in, I called and spoke with Mr. ******* During our conversation Mr. ****** immediately asked for a concession or the inconvenience. I explained that I could not provide a concession, however I will let the maintenance department know of the concerns. I emailed ****** of his concerns and asked her to follow up with him. I believe Mr. ****** cant afford the home and is looking for a reason to be compensated or let out of the lease.
  Please review the notes and text message on his account.

• Initial Complaint

  Date:11/05/2024

  Type:Product 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.

  I applied to rent ************************************************************ on 10/17/24 for a 01/07/25 move in date. I paid a $100 application fee. Application was approved and then I paid a $500 holding fee to hold the unit. During this time, I had to dispute inaccurate information that was received by Encore's 3rd party, Approve Shield, which caused me to have a "conditional security deposit." I questioned it and then challenged it because it was inaccurate on their part. I notified Encore who initially refused to re-open my application and verify the information. I started the dispute with the 3rd party who then contacted Encore who at that point, re-opened the application. So EVERYTHING had to be re-ran and corrected. At this point, I didn't know what the outcome would be so I applied elsewhere and was approved within less than 24 hours without any complications. The new company also provided an earlier move in date which was better all around. I notified Encore and asked for my $500 holding fee to be returned based on their unprofessionalism, miscommunication, misleading information as well as lack of communication and information, unclear information and the fact that my app had to be re-opened which means I should have another 72 hours to request the holding fee back which I had done during this time. Since then, it is now November 5th and I have several email threads which I can provide to BBB (I was unable to upload them) showing how I tried to resolve the matter and you will see where Encore still refuses to provide the refund. The leasing office and specific agent I was dealing with, ******* ****, refused to escalate the issue up to Corporate. There are several others on the email thread who also did not respond nor did they escalate the issue. Finally, Encore cancelled my app and deactivated my online portal without my consent and still, will not return the $500 fee. So they've cancelled everything on their part and kept my money.

  Business Response

  Date: 12/04/2024

  After reviewing the complaint and the emails and notes on the account, Ms. ********** was approved with a conditional deposit. She accepted and paid the holding fee. She then reached back out asking why the deposit was so high . We advised that ApproveShield our 3^rd party screening company set the amount based on credit. She disagreed with the credit pulling and filed a dispute with Approveshield. The dispute took a couple days. In the meantime, she found another place and wanted to cancel but it was outside of the 48-hour period of her being able to receive a refund. We refused to refund the holding fee per policy.

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 no longer have trash service because of Encore Management I have called and emailed multiple times, even talked to someone ahead of time about a notice of cancellation for trash pickup. No one EVER does their job at Encore Management so my trash service has been cancelled!! Trash can only be paid by the homeowner, I had to call the county and figure out whats going on myself. Half of our neighborhood(14 trash cans red tagged) has trash service cancellations all of which managed by Encore Management.This is absolutely unacceptable and will turn into unlivable conditions VERY FAST and is still being COMPLETELY IGNORED BY ENCORE MANAGEMENT. I need someone at Encore Management to contact me immediately with an answer as to when this BS will be fixed.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Moved out of the home and bogus charges were applied to eat up security deposit! I specifically asked to be present during the life out inspection and was denied! I have pictures of the home. A suit will be filed if not resolved!

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 property management company still has listing on their website that are not available. Then once you apply, they email you informing you that its no longer available giving you the option to transfer your application to another property managed by them. But I did not want to do that. I just wanted to receive the refund for my admin fee and look elsewhere. Theres no way to get in contact with a live representative for this matter so Im not sure how or if the refund will be provided.

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 been paying rent before time for over 3 years. I had to leave in an emergency because my father has cancer. I have calling for 3 weeks and no one answers or return calls. On the website it says someone has to come in to pay. I have been trying to call to find a solution and no one is answering the phone. On the website it says the offices are close to the public. How am I supposed to resolve an issue if I can not contact them. I have not been getting any emails and I am not in the area to get mail. I feel like their actions are deliberate and may be doing it to others. They are being paid but they are not doing their jobs to deserve being paid. My ceiling has been open for months and they keep canceling the maintenance request. I am going through an emotional time and they are making it worse.

• Initial Complaint

  Date:11/03/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Absolutely horrible. *************************** is unprofessional at best and is combative in her communication with no attempt to resolve and only makes already bad situations worse. I had autopay scheduled every month within the app that they utilize for payments/maintenance etc. In April, they took out TWO MONTHS worth of rent. I caught it same day and called 10 times, no answer. I had to cancel a trip I had planned with my kids due to the unexpected and unauthorized charge, I then spent 25 days emailing and calling trying to get my money back with ZERO response from the company until the end of the month when rent was almost due to tell me that they could issue me a check; but I wouldnt get it until the following week (after rent was due again) so if I like I can keep it as a credit on the account. Fast forward to today- My lease is up in March however, due to their breach of contract and negligence with how it was handled afterwards and the distress that entire situation caused, I am having to relocate out of fear that will happen again Due to their breach of contract we requested the early term fees to be waived (I provided a 60 day notice verbally trying to do the right thing so they could find someone to lease the home, I am required to give a 30 day notice per the lease terms which I also gave in writing) which ********** said the senior leadership team denied and refuses to give me the reason behind the denial knowing they breached the contract. In addition to no explanation as *** requested in writing several times via email communications, ********* will not give me the names to anyone legitimately above her or the two people she claims were involved in the decision making (she keeps referring me to ************************* at inner management when we received an email months ago stating inner management was no longer managing our community)

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 received a disposition letter 4 months after I moved out from a home owned by Encore management. Upon receiving that disposition letter I asked for proof of the damages placed on that disposition letter as normally a move out inspection is done and the images are posted on the portal. I did not have any images nor a move out inspection posted on my portal I contact the Encore management via email and via phone several months in a row with no response, in regards to the charged fees. Finally today, I was reached out by ***********************, now 7 months since I've vacated the premises of the home owned by management stating that I had a balance and needed to remit payment within 30 days or they were going to report the balance to my credit. I called back 3 times asking to speak to ****** and I have sent three emails, still no return call/email to have this debt validated. I have email threads and move out images timestamped.