Complaints

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• Initial Complaint

  Date:04/10/2023

  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 rented a unit(86 W Colby)from Onpoint Property Management beginning in February 2017 until my departure February 28, 2023. At the start of the lease I provided Onpoint an $800 security deposit. Onpoint failed to provide a signed, and itemized, statement of alleged charges against the security deposit post move out. Further there were charges for a carpet cleaning service of very nearly $400 when the carpets were professionally cleaned by an extremely reputable vendor I engaged on 2/28/23. I've attempted to work with Onpoint up to today to receive an itemized list of charges - they finally sent me a multi-page document where I must decipher if they've marked the item as TC(tenant charge)vs one **vered by the management ** as per normal wear and tear. I've also let them know the carpets were in fact professionally cleaned prior to departure and, that despite an initial statement that I **uld not engage a vendor to clean said carpet at departure, that did not appear anywhere in my lease. I've attempted to **me to a resolution with their representative, *******, who was less than helpful. As such I requested to speak w/ her manager - that was 6 days ago and I've received no further **ntact. In my message from 6 days ago I proposed a settlement amount of $400 refund of the $800 to bring this matter to a resolution. I am still amenable to that offer - but did let them know I preserve my rights to any/all legal remedies if they did not respond/agree. I'm hopeful this additional method of **ntact prods them to respond, and hopefully do the right thing. I've been very clear that charging for services or repairs not needed, in this case the carpets, is a violation of ***** Statute ******C

  Business Response

  Date: 05/02/2023

  *******,
  
  I attempted to respond through the portal, however, it did not go through.
  
  As a Property ****************** we aspire to do the very best to make our resident's stay within our communities one of fond memories for them. With that being said, every member of our team strives to be the best representation of OnPoint Managment core values.
  
  Please find attached the email correspondence between ******************* and our property manager *************************. As well as supporting documentation.
  
  Starting from *********************** first email dated March 28th, 2023, you can hear the unfortunate tone.  ***** was upset that he was being charged for carpet cleaning stating that he had cleaned the carpets himself prior to vacating. When ***** turn in his keys, there was no mention of cleaning the carpets, nor was there a receipt of carpet cleaning provided.
  
  When the property manager walked through the unit, after ***** had turned in the keys, there was a strong odor throughout the unit. Unfortunately, you cannot take a picture of odor.  Our vendor not only cleaned the carpets but first deodorized the carpets. We have pictures that show urine stain on the back side of the carpets that was provided by our vendor prior to deodorizing which is our normal protocol. There was also a bleach /cleaner discoloration on the carpet in the hall by the downstairs bathroom which needed an additional service to remedy. 
  
  The tenant was provided an itemized statement dated 3/21/23 of expenses that were needed to get the unit ready to re-rent.
  ******* position was that he was charged for the carpet cleaning when he had already paid for it himself. However, as stated, ***** did not mention that he had cleaned them, nor did he provide a receipt of that cleaning when he turned in his keys.
  
  He was told that it is our policy as we are preparing the unit for the next renter that we will clean and sanitize the apartment, clean and sanitize and paint prior to the next tenant just like it was done for him.
  
  The tenant was provided an itemized statement dated ***** of the expenses that were needed to get the unit ready to re-rent.
  
  ***** was asked to proved a copy of the receipt for the carpet cleaning which he sent on April 10-th which was well after his move out on 2/28/23 & after our incurred expenses.
  
  In good faith, we agreed to credit him for the charge of $395.60 which was our expense for cleaning, deodorizing, & repairing.
  
  Revised security statement was generated for accounting to initiate his refund.
  
  Please note that in all our years of being in business we have not had a negative review. 
  
  Feel free to give us a call if you need any additional information and thank you for giving us the opportunity to express our side of the situation.
  
  OnPoint Property Management
  ************************
  Office# : ************
  www.onpointid.com