ComplaintsforALPS Property Management (ALPS Group ®- Nationwide)

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2023, I contracted with the **** Group to secure a single family house after eviction by the Sheriff. **** was to secure the house and do property management moving forward. They were to repair the damaged caused by the previous tenant, find a new tenant and manage the property. We are now ten-months into this ordeal and **** work has not been completed, although they send a person to the house 2 to 3 days a week. No one from **** visited the house to inspect the scope of work to be done in the beginning. **** blamed an employee (****) for not having an inspection done. Instead, they sent a contractor **** and gave him full access to do the work, We trusted **** up util this point because they were a property management firm. Five-months into this situation, I started going to the property to see what is taking so long. The contractor was not working on a consistent basis because he was not being paid by ****. **** then requested we fire the contractor that we did not hire. I did not want to get involved with **** and their employee relation issues. ** began harassing my wife and I (by phone calls and text) because he was not being paid. The ******************* had to be involved in this matter with ** and ****. ** left us alone and then **** was only able to send (*****) 2 to 3 days a month to finish the work. Ten-months into this situation we want **** to just leave us alone. **** wants to continue billing when very little work is being done and work paid for has not been completed. and no cleaning was done, or refurbished floors were ever done. Pictures attached

  

  Business response

  03/15/2024

  *******,
  
  To be clear, we have kept you updated throughout the entire process of the repairs and updates to the home.
  
  We do not send someone to the house 2-3 days a week. You know that we would be required to bill for such trips. We have many other clients and sending someone to your property 2-3 days a week over a period of 10 months is not realistic.
  
  Sending a contractor to a property is standard procedure and we do not send contractors to a property unless they have been properly vetted. This particular contractor's quality of work dropped considerably and for that reason we did stop paying them because they were not holding up their end of signed contractural agreements. Please remember, it's not ALPS's money that pays a contractor, it's your money. Using your funds to pay for unsatisfactory work would be a breach of our contract with you. So yes, we did stop paying them because we didn't want to misuse your money.
  
  We never asked you to fire the contractor, nor did we give the vendor your contact information. We do not give out owner information. You gave the vendor your contact information when you met them at the property in around the beginning of October. We only provide an owner with vendor contact information if necessary. In an effort to protect your property, we requested in writing a statement from you stating the vendor was not welcome at the property in order to pass this information along to the vendor and the police. We were trying to protect the property and your investment. Also, the vendor is in no way an employee, there are no employee relation issues, and the vendor's services are no longer being used. You provide
  
  You claim that you want us to leave you alone, however you have approved work for us to do in order to make the home ready for renting. In good faith and in an effort to complete the job, we have been sending our maintenance people to the property several days a month, not 2-3 days per week as you mentioned earlier in your review. You stated in your review this work has been paid for, but it has not. We have let you know this multiple times without any response or acknowledgement from you.
  
  We now face a situation where the repairs are not finished and you have made it clear you will not be paying ALPS for repairs you approved in writing.
  
  We wish you the best, *******, and as always, we are committed to providing the best experience possible.

  Thank you,

  The ALPS Group

  Customer response

  03/20/2024

   
  Complaint: 21421328
  
  I am rejecting this response because:

  I want ALPS to stop calling me and leaving voicemails with threats on what they are going to do. The pictures provided show how the company left an unfinished job. For 5-months, ALPS had not kept me updated regarding the repair process. It was not until I started visiting the property in October of 2023 that I noticed the work was happening very slowly. It was at that time that I met ** and he agreed to have the work completed by November 1, 2023. That date was extended over and over, 10-months later the work paid for has not been completed. While **** continued to apologize about the delay in the work, they blamed **, **** and a lack of oversite. ALPS was not aware of the status of the work until I complained. To date, work paid for has not been completed as shown by the pictures provided. After ** was terminated, **** started sending ***** to the property according to *****'s availability. ************************ is always booked up to 3-weeks out which was why they could not get the work completed in a timely matter (the 2 to 3 days a month). As indicated, the several days per month has been the 2 to 3 days per month. Had someone gone there 2 to to 3 days per week the work should be completed.  Per the texts message from ******************** was scheduled to go to the property according to the dates established, which left days/weeks of no work being done. 

  ** was not hired by me so ALPS should not request me to terminate him. The emails sent to me asking to say "no go for *** was not my responsibility, once again ALPS was hired by me not *** No, he had not completed the work, but that was for ALPS to investigate and determine the quality of his work, which to date has not been completed, pictures provided. They did not ask me to approve him, as ALPS was hired to facilitate this repair process. Even if your vendor is no longer being used the effects of his work through ALPS was responsibility of ALPS to the homeowner to get the job complete

  The house is not ready for rental and ALPS wants to be paid for further work, when the basic repairs paid for and made are not complete. Pictures provided

  I have not made it clear not to pay ALPS, but be fair and look at the position you have left the homeowner in. I now have to bring in some other some other organization to pick up where ALPS dropped their commitment and blamed the homeowner. Me not responding to harassment and threats is a result of the repairs not being complete and not allowing to ALPS to be a bully. This has not been a pleasant experience at all. I believed this organization knew what they were doing, only to find out different. 
  Sincerely,)
  
  ******* ***********************

  

  Business response

  04/05/2024

  *******,

  Before leaving this comment, you spoke to one of our managers, asked for work to be completed and agreed to send payment for the work. That completely undermines everything you are saying here. You sent an owner contribution (funding) to your property account on 3/26/24 to fund the repairs.

  Thank you,

  ALPS Property Management

  Customer response

  04/09/2024

   
  Complaint: 21421328
  
  I am rejecting this response because:
  I paid half of the $4000.00 requested in a good faith attempt to resolve and end this situation. The work that has been paid for and not finished was started months ago. The painted walls, painted months ago are still incomplete. The light fixtures with gaps remain. The new door still has not been complete with the gaps around the frame and no cleaning has been done. The request is to complete the work paid for or make a billing adjustment. ALPS was paid to do work which has not been finished. There is little trust that ALPS will complete the work due to all the threats and harassment they have been doing.   

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

  

  Business response

  04/22/2024

  *******,

  As you know, we are actively discussing these things and making repairs. We will continue to do so because we want to get this stuff finalized. However, as this point, we are talking about future work to be done and this medium is not the place to work it out.

  ALPS has not made any threats. Telling you our planned course of action is not a threat, it is a kindness and an effort to work with you. We appreciate that you have continued to work with us. 

  Thank you,

  ALPS Property Management

• Initial Complaint

  10/20/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  ******** on ******* ***************** signed a Condominium Property Management Contract with ALPS Group on March 9, 2022.ALPS has breached the 1 year contract multiple times since signing. We requested to cancel the contract after 7 months, all of which have been paid up to date. The contract is attached. ALPS was notified in August 2022 of the deficits, however, they continued; We requested to cancel on 10/17/22. ALPS has refused to cancel.Breaches are listed below:3. (l) An Initial Property Evaluation will be performed on the Subject Property. Manager will perform, or cause to be performed, a property inspection on an as needed basis, but not less than one time per month. Upon completion of each inspection, Manager shall complete and upload to portal for Client the respective inspection forms which Client may provide to Manager.14. Books and Records. Manager shall provide Client with online access to all monthly accounting and owner statements for the operating and security deposit accounts. Property book(s) preparation will be minimum of thirty (30) days from receiving all documents and files on the Subject Property.Explanation of Breach:3. (l) Only one property inspection [outsideof the Initial Property Evaluation] has been done since signing the contract in March 2022. That inspection occurred in August 2022 after calling to complain about the absense of inspections. The Initial Property Evaluation was also performed in May after calling to inquire about the inspection. A total of 2 inspections have been performed, we were supposed to have at least 7 inspections by October 2022. It isn't possible to make up for missed months of inspections.14. Our online accounts didn't get set up until 8/22/22. We had no online access to our acccounts. All documents were submitted to ALPS by 4/1/22. Property books should have been prepared within 30 days. We have paid in full for the initial set-up fee and every month including Oct 2022.

  

  Business response

  10/20/2022

  First and foremost, we have not refused to cancel. Instead, we are trying to rectify issues. Regarding the online accounts: this terminology is confusing. These owners do not pay us directly and therefore they do not need an online account. The issue at hand is actually the board president not having access to financial reporting at-will. For the record, over the five months mentioned, this information was never requested, though it was available by request. Site visit reports are only completed on an as-needed basis.

  Customer response

  10/25/2022

   
  Complaint: 18248318
  
  I am rejecting this response because:  The contract contradicts ALPS's response however, We are in a resolution at this time.  They have agreed to cancel and I have requested to have the BBB review removed due to this resolution.
  
  Sincerely,
  
  Emmanuel On ******* ***************** ***********************

  

  Business response

  11/01/2022

  Yes, thank you. We are happy we have reached a resolution.

  Customer response

  11/01/2022

   
  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.
  
  Sincerely,
  
  Emmanuel On ******* ***************** ***********************

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