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:06/16/2024

  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.

  I moved into this Kairos rental home on 5/10. On 5/13 I contacted Kairos to inform them the hot water was not working due to the hot water heater tripping the breaker and that the water is salty, discolored and smelly. On 5/14 the builder contacted me (NOT KAIROS) stating that someone would be out to look at the water heater the following day and someone would be out to look at the water softener that Thursday. The following day the plumber came out - said our water was the issue and if we didnt get it fixed it would ruin all appliances - water softener people never showed. I have camera footage to prove nobody showed up. Called kairos again 5/21 they stated I needed to purchase a filtration system even tho nobody had come out to test the water or anything. I asked for a supervisor to call me back. To this day 6/16 nobody from kairos has contacted me. Reached back out to the builder on 5/21 who said they were going to order the parts and get the techs to install filtration system, would be a few days. Reached out for an update 5/30 was told kairos told them they would take care of it. Emailed & called the property mgmt. KAIROS over 6 times not and havent heard anything back. I decided to get a professional to test the water - they said we shouldnt be brushing our teeth, showering or living here with how bad the water is. Emailed Kairos a week ago today about the issues and received a call from a plumber (not kairos AGAIN) the next day (Monday) stating someone would be out Wednesday. They showed up Tuesday and tested the water but the person wouldnt share anything with me. Its now a week later and have not heard a thing. I fear the water is going to ruin all components of the appliances and kairos will try to stick me with the bill. The water is rusting my stainless steel silverware. I cant even do laundry in my $2k a month rental. I have small babies and Im concerned for their health and my family. I cant believe its been this long and no calls or anything.

  

  Business Response

  Date: 07/15/2024

  Hello, 
  
  Kairos Livings leadership has thoroughly reviewed the BBB complaint regarding the water conditions at ********************** 
  
  In our review, our maintenance partners confirmed that the home received a new RO water system to improve the well water's condition. We also contacted the local vendors and confirmed that the new unit is up and working correctly. Now that we have confirmed all issues have been resolved, Kairos Living will open a credit request for the ongoing problems. During this review, Kairos Living will consider all information and timelines, and this review can take up to 30 days to process and complete. 
  
  Kairos Living will be following up with our resident directly once this review has been completed. 
  
  Thank you, 
  
  Kairos Living

• Initial Complaint

  Date:06/13/2024

  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.

  On May 27th I reached out Kairos about sewage leaking in the front yard. They states that they had assigned it to a vendor. The next morning i reached out again because the sewage started backing up from the toilets inside the home and downstairs was flooded with body waste. I reached out to the vendor who never answers or responds to text. I contact Kairos and they say that they are getting him out. No one shows. This morning i recieved a text from the vendor saying that he is ***** minutes away and so i leave work and he never shows. I try calling and he never answers until i call from another phone. He stated someone was coming this evening but still no one shows. I reach out to kairos and all they say is they have contacted him to come out. This has been said to me several times since the flooded started and still no one comes out. My deep freezer has stopped working and all my food has gone to waste because i can not get down stairs to it. My washer and dryer has stopped working as well as a result of the flooding. I have lost tons of clothing n the flood as well as my living room furniture being ruined.

  

  Business Response

  Date: 07/11/2024

  Hello, 
  
  Kairos Livings leadership has thoroughly reviewed the BBB complaint regarding the plumbing issues at ***************  
  
  Our maintenance team is currently working with our local partners about the issues and will follow up with our residents directly on a resolution. 
  
  Thank you, 
  
  Kairos Living

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21842843
  
  I am rejecting this response because: the toilet upstairs is still clogged and non functional and even though the flooding is now cleared no one was ever sent out to clean the water and waste inside the home downstairs. It is now cleaned because I had to do it myself and I should not have had to do that because the issue was not a result of my negligence. I would have appreciated someone coming in to drain the water on the inside.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/08/2024

  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.

  We pay a monthly amenity fee with our rent to cover pest control (see email attachment from a rep telling us it is included in our amenity package). This amenity package does not list ANYWHERE in our lease what is included in the fee. The fee is NOT optional. We pay $75 a month and have lived here for 5 months. On 4/29/24 I requested pest control to spray for millipede and palmetto bugs in the home in abundance. My request was denied and the work order was closed by Kairos stating that my lease states I am responsible for pest control. When I shared the email with them stating it is included in my amenity package, they said they would have the vendor reach out to us to schedule. We have heard NOTHING from the vendor. I have resubmitted work orders for the pest control multiple times only to be given the same response, "we are sorry, we re reaching out to our vendor at this time to schedule" I am tired of paying for services that they are not covering. The pest control company also came by our home and pulled up all the termite stakes for termite prevention. I asked their maintenance tech why that happened when I pay for pest control. He stated he had no idea, and blew off my question.

  

  Business Response

  Date: 07/05/2024

  Hello, 
  
  Kairos Livings leadership has thoroughly reviewed the BBB complaint regarding the amenity fee charges at ****************** 
  
  In our review, we would like to clarify for our residents the amenity fee and the services provided for this fee, which includes community management/ inspections, recurring lawn care and irrigation, pest control (recurring on the exterior of the property and interior service when requested), Smart Home fees, online portal access, and 24/7 maintenance coverage. 
  
  Regarding pest control treatment, the Kairos Livings leadership team has already followed up with the leadership team at ****** Pest Control. They have received this request and will be following up with our residents today to schedule interior pest control treatment. 
  
  Our current resident will need to schedule with our local vendors and be expecting a call shortly. 
  
  Thank you, 
  
  Kairos Living

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21821283
  
  I am rejecting this response because:We STILL have not had the inside of our house treated. We now have a critter problem in the attic where the tech acknowledged they saw a squirrel and several roaches. They left a trap in the attic for the squirrel and stated they would be back in a couple of days to check it. Tech also stated the roaches would "stick to the trap" and they could then identify them and treat for them. When the tech showed up, he showed up without a ladder and we had to provide it.
  As for the *** system, we are not asking you include it in our package. We are asking that the user associated with the system be removed from access. *** informed us that used would have to close the account to remove their access to the unit. I have repeated this in several phone calls and emails.
  On July 5th, water was leaking from our living room Ceiling on the first floor. I informed Kairos that our roof was leaking. It is now July 15th, 10 days of it leaking and NOTHING has been done to fix it. **** is starting to grow in places and the floors on the second floor have started bowing in several places. This is another example of not doing required maintenance.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 attempted to move into a rental property of Kairos Living on April ************************************************** the pictures on the listing.When I arrived at the property, it was clear that it had not been cleaned after the previous tenant moved out. The exterior needed to be pressure washed. There was garbage still in the bins. There were multiple areas of damaged flooring. Rodent droppings lined the entire perimeter of the garage and spots of what appeared to be animal waste on the interior walls. When I brought the condition of the property to the attention of the property manager, they claimed it had been cleaned a few weeks prior to my arrival. They also claimed a construction team had been in to repair the flooring. If what they claimed is true, Im surprised the cleaning team did not think the filthy walls, urine stains, or animal waste were worth cleaning. Im also surprised that the construction team did not think to address the damaged flooring or hole in the siding.It is unacceptable that Kairos would deliver a property in this condition to a new tenant. They may consider the house to be habitable, but I do not feel comfortable moving my items into a house. And I certainly do not feel comfortable working with them in the future should any problems arise during the course of the lease. Kairos is not willing to refund the rent I paid in advance or allow me to break the lease without the termination fee, even though I was never able to take possession of the property.I have included a few pictures of the condition the property was in when I arrived, so you can see what they claim to be move-in ready. Im sure if I had left the property in this condition at the end of my lease, they would not be willing to return my security deposit and likely attempt to charge me beyond that.

  

  Business Response

  Date: 05/14/2024

  Hello, 
  
  Kairos Livings leadership team thoroughly reviewed the BBB complaint regarding the resident move-out charges at ********************** 
  
  Kairos Livings team has reached out to the resident directly to resolve this issue. 
  
  Thank you, 
  
  Kairos Living

• Initial Complaint

  Date:04/16/2024

  Type:Customer Service 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.

  Kairos Living is the property management of the property I rent from. The property had a foundation leak for 4 months before it was repaired. Mind you the utilities are in the property owners name, so we were unaware there was a leak. We receive our utility bill amount from Kairos a month after they do. A substantial amount of water overage fees was accrued. I paid water overage fees in the amount of $232.23. The water department does not give credit for water overage leaks inside the dwelling. The total water overage fees reached $1620.00 so far. I don't know if we will have additional fees in following months or not. After 30 days of waiting for Kairos to review all repair information they credited $1368.62 to my resident portal account. After 2 hours they were contacting me to pay a balance of $88.52 which is the remaining water overage fees so far. I have paid all rent and more than my share of utility fees on time. I feel the balance is Kairos' responsibility not mine, due to a water leak in the foundation. I am not asking for the overpayment amount that I have paid. I am asking that they pay the remaining balance of $88.52 and any other water overage fees that is on the next 1-2 utility bills, and I will be satisfied. I have contacted Kairos about this dispute, and they tell me the dispute is settled. They say it is handled internally and can't do anything. I requested an itemized printout of what the credit paid for and they will not give that to me either.

  

  Business Response

  Date: 05/08/2024

  Hello, 
  
  Kairos Livings leadership thoroughly reviewed the BBB complaint regarding the additional credit request at ********************* 
  
  Based on our review, we have notified the resident we will be adding an additional credit of $88.52 to their ledger. 
  
  Kairos Living considers the matter closed. 
  
  Thank you, 
  
  Kairos Living

• Initial Complaint

  Date:03/18/2024

  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.

  I recently had a plumbing concern to the water faucet outside my home. The company provided a plumber to come and look at concern. Property manager approved the repairs and sent plumber back to make corrections. After completing repairs, I found parts not assembled where plumber was working after washing my dishes. This caused water to be coming from under sink. I provided pictures to property manager and I asked that they send someone back to fix problem. Problem was fixed and then property manager sent a charge back bill to me stating that I had caused problem due to plunging sink (which I did not). Also, plunging a sink does not in twist a coupling which was the issue. I have the same supporting pictures which I sent to the property manager.

  

  Business Response

  Date: 04/01/2024

  Hello, 
  
  Kairos Livings leadership team thoroughly reviewed the BBB complaint regarding the resident chargeback at ********************, including all documentation contained in this residents file.  
  
  Our local vendor who completed the repair work stated that the sink was clogged, and the resident shared with him and his team that they tried to plunge the sink, causing one of the pipes to come loose underneath the sink. The resident also shared with our local vendor this issue hasnt been going on too long. We were therefore able to confirm that the maintenance issue was caused by the resident attempting to unclog the sink with the plunger. 
  
  Based on the repair scope, the photos our local vendor-provided, and their notes from the residents conversation, this has been confirmed as a resident chargeback. 
  
  Kairos Living considers the matter closed and will not remove this chargeback from our residents ledger.  
  
  Thank you, 
  
  Kairos Living

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21447965
  
  I am rejecting this response because: As I have expressed to Kairos Living management. There was one individual who came to the residence in question, and i did not state to him that i plunged the sink. Plunging the sink would not have fixed the concern. Due to the sink being apart (from the appearance, you would have to twist it back together or glue it back together). I am not a plumber, so i reached back out to the to resolve the concern. By the pictures, you can see in the background where the service person had to cut out a portion of the back. Which he could not have access without disassembling the pipe. I believe it was just a simple error in reassembling and i asked for this concern to be addressed. Therefore, going off of hearsay by a service person does not make that a fact. what I have shown and explained are facts.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/25/2024

  Hello, 

  Kairos Livings leadership and maintenance teams have thoroughly reviewed the BBB complaint regarding the resident chargeback at *************************************************** all documentation contained in this residents file.  

    

  Based on the repair scope, the photos our local vendor provided, and their notes from the residents conversation, this has been confirmed as a resident chargeback. 

  Kairos Living considers the matter closed and will not remove this chargeback from our residents ledger.  

  Thank you, 

  Kairos Living

• Initial Complaint

  Date:01/20/2024

  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.

  There have now been 3 separate occasions where we go a month where they don't charge us water, sewer and trash. They will then send us a bill at some other random month of the year for a double payment. I shouldn't have to wonder if I'm going to be paying for a double utility bill or if it's a month they decide not to bill. I am also unsure as to why that **** has shot up significantly out of nowhere it seems

  

  Business Response

  Date: 01/26/2024

  Hello,

   

  Kairos Livings leadership team has completed a full review of the complaint regarding the maintenance concerns, and the residents concerns were rectified. He signed a new lease for another of our homes on 01/03/2024.

   

  Please feel free to follow up if you have any questions.

   

  Thank you,

   

  Kairos Living LLC

   

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21173104
  
  I am rejecting this response because:

  Nothing has been resolved and I did not sign a new lease with Kairos on the date they are claiming.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/01/2024

  Hello, 
  
  Kairos Living has contacted our residents at ***************************************** concerning their billing questions and followed up with the leadership team over at Conservice, who manages the utilities, and they provided the following confirmation of the charges on the residents' ledger. Please view the notes from their review on the charges: 
  
  "Multiple service periods being billed in a month are typically due to a delay on the provider's end. That can be caused by an error in their system, a delay in reading the meter, or a system change. These additional periods that get billed are not overlapping or duplicate charges.
  
  It is also important to note that each resident can access Conservice and review any bills. Please let Kairos Living know if you have any further questions.  
  
  Thank you, 
  
  Kairos Living LLC

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21173104
  
  I am rejecting this response because:
  This isn't acceptable because we aren't given any heads up that it's going to happen. We aren't given a date as to when the charge will come. They just show up on a random month and we are expected to come up with extra money to pay for someone else's incompetence.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/28/2023

  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.

  I rented a house that was acquired by Kairos Living, LLC during our initial term of the lease. Our lease ended October 30th, 2023. On October 26th, 2023, the carbon monoxide alarm went off and instructed us to call emergency services immediately. The fire department came out, and told us to evacuate immediately. They stated there were dangerous levels of carbon monoxide detected inside the residence. Eventually, the gas company came out and turned off all gas lines and opened all windows and doors. I contacted Kairos Living to figure out what we need to do as far as completing their move out checklist, as we were unable to finish completing the items necessary to receive our entire security deposit back. We were scheduled to complete the moveout checklist on October 27th - October 30th. I received e-mail confirmation from Kairos Living that all we needed to do was to put the house back into the best shape that we could. This is what we did, as we were instructed to not re-enter the property until the gas leak was fixed which was not going to be until after our lease ended. Kairos ended up charging me for items that were listed on the moveout checklist that were beyond our control given the deadly consequences that the fire department shared. We were scheduled to complete the checklist the last 3 days of our lease. Based on their e-mail confirmation of not being held accountable, and the life threatening situation we were faced with I feel it is not right to withhold money on something Kairos Living said they understood and would not be accountable for.

  

  Business Response

  Date: 12/08/2023

  Hello, 
  
  The Kairos Livings leadership team has reviewed this claim and concluded that all the move-out charges stand valid, and the previous resident will be held responsible. In their review, Kairos Living did reach out to the local authorities of the Paulding County Fire and Rescue team and had them share the incident report that clearly stated the team had gone out to the incident and turned off the gas on the night of 10/26/2023 and opened all doors and windows allowing the Carbon Monoxide to exit the home and would have been in a safe condition before they left the scene. They left the home in a safe condition that would have allowed the previous resident to complete their move-out and move-out repairs. 
  Thank you, 
  
  Kairos Living LLC

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20930422
  
  I am rejecting this response because: The documentation from the local authority's clearly indicate "We recommend that you leave this building immediately. We feel that it is unsafe to re-occupy this building until repairs are made and your detector is replaced or reset according to manufacturer's specifications." This was also a verbal discussion that took place, and was relayed to the emergency team with Kairos that night. To our knowledge, Kairos Living was not able to make these repairs until after we moved out and was supportive of us moving out earlier than anticipated due to "dangerous levels of Carbon Monoxide" as reported by the Paulding County Fire/Rescue department. 
  
  There is also written e-mail correspondence from a move out representative from Kairos Living putting in writing that we would not be held accountable for the completion of the move-out checklist which items that are being disputed are listed on the move-out checklist. 
  
  With the supporting evidence and documentation provided from the local authorities as mentioned above, and the written e-mail agreement stated that we would not be held accountable it is inhumane that Kairos Living is countering our dispute by telling the public they intentionally wanted to put our lives in danger. This 100% goes against their vision, and mission statement as a company. I ask that this dispute is escalated, as this was a matter of life or death. 
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 12/29/2023

  Hello, 
  
  Kairos Living does understand that you provided documentation. However, we have spoken to the *************************************** and documented that the home was accessible after their visit, and they left the house in safe conditions with the gas shut off.
  

  With this information provided by the local department, we will continue the collection process until the amount has been paid for move-out damages. This dispute has been closed.  
  
  Kairos Living LLC

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20930422
  
  I am rejecting this response because: This response you are providing allegedly from Paulding Country Fire/Rescue is heresay after the fact and is not/was not documented nor provided to the impacted people the day of what could have been deadly incident. The only documented and verbal instructions provided the day of the incident was to leave the building immediately and that it was unsafe to re-occupy the building until repairs were made. Again, this is proven and factual from a documented and signed notice from the Paulding County Fire/Rescue. Even if we had been given the authority to re-enter the building, Kairos also instructed us NOT to re-enter the home and to prioritize safety over the move-out checklist. This again is in a documented printed e-mail from Kairos living. Kairos was made well aware and approved us to move out the following day due to the deadly circumstances. To be clear, this money is not owed to Kairos Living. This money has already been wrongfully deducted from the security deposit and is not currently owed to Kairos Living. 
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 01/05/2024

  Hello, 
  
  Immediately after our previous residents reported the incident to Kairos Living, we advised that it was understandable if the home couldnt undergo a final cleaning at the property.  Kairos Living team further advised that the incident would be considered for purposes of assessing the final damages.  A full workup of actual damages to the home, as well as conducting due diligence into the incident, could not be performed until after the residents vacated.  Our previous residents were not charged for cleaning the home, as represented; however, there was additional damage that would not have been corrected with a final cleaning.  Additionally, through conversations with the fire department, we learned that the home was left in a safe condition, and residents were able to move out the next day.  All factors were reviewed by Kairos Livings leadership team and considered in calculating move-out damages, which are final.
  
  Thank you, 
  
  Kairos Living

• Initial Complaint

  Date:09/20/2023

  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.

  This company was provided 84 pictures of the home I rented from them after it was professionally. I had my own home cleaners to clean the home thoroughly (I asked was this ok and I was given the ok) and the house cleaners also cleaned the carpets after I moved out of the home. My home cleaners did not provide a second invoice for the carpet cleaning, and they only provided one invoice for the whole home cleaning, which included the carpets as well as the floors. The company is trying to charge me for a professional carpet cleaning, when in fact they were provided with 84 pictures of the home inside and out that proved that the home was thoroughly cleaned to include the floors and carpets. I want my FULL deposit back, which is $1595.

  

  Business Response

  Date: 10/17/2023

  Hello, 
  
  Kairos Livings's leadership team reviewed the complaint regarding move-out charges at the property of *********************** In this review, our team did find the invoice that our previous resident provided at the time of move-out, and it doesnt indicate or state that the carpets had been cleaned. A further review from our leadership team also noted that the photos did not show the carpets had been professionally cleaned. Kairos Living had to pay a third party to clean the carpets after the residents moved out professionally.  At this time, Kairos Living will hold firm on the move-out charges. If our previous resident would like to submit the itemized invoice showing that the carpets had been cleaned, our leadership team will complete another review of the complaint. 
  
  Thank you, 
  
  Kairos Living.  

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20631292
  
  I am rejecting this response because: No one requested an updated invoice. The carpets were cleaned as evidenced by the photos that I took. I took 84 photos and sent them in. I am sure that this company did not pay a carpet cleaner ** the carpets were already cleaned. They are lying. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/09/2023

  Hello, 
  
  Kairos Livings's leadership team reviewed the complaint regarding move-out charges at the property of *********************** At this time, Kairos Living will hold firm on the move-out charges. If our previous resident would like to submit the itemized invoice showing that the carpets had been cleaned, our leadership team will complete another review of the complaint. At this time, this move-out dispute has been completed and closed. 
  
  Thank you, 
  
  Kairos Living.  

• Initial Complaint

  Date:08/31/2023

  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.

  I am a renter from this comlany and I have had to contact them on 7 different occasions about my HVAC unit not working. I live in ******* and a few times this issue came up the heat index was above 100 degrees & the temperature in the home was 95. When asking this company to set me and my family ** in a hotel that is in a comparable neighborhood as the one we live in they advised they only have certain places they can use...all of which were in terrible neighborhoods that I was not comfortable taking my kids to. They have not contacted me to follow up on the issue not even one time. I have been more than patient with this company and they show NO effort towards customer service and satisfaction! My family has not been able to live at our own house for multiple days within the last 2 months. This is totally unacceptable because of the amount of money I pay this company for the home my family lives in.

  

  Business Response

  Date: 09/15/2023

  Hello, 
  
  Kairos Livings resident success team has contacted our resident at the property at 454 ****************, *****, **. Our local HVAC vendor has completed repairs on the unit; the home is currently cooling and is looking to replace the unit's thermostat. Our local ********* has been notified of the additional work needed and is contacting our residents to schedule. 
  
  Please follow up with our resident success team if you have any questions. Kairos Living looks forward to getting all issues resolved. 
  
  Thank you, 
  
  Kairos Living LLC