Complaints

This profile includes complaints for Smart Property Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Smart Property Management LLC

  1935 N California Ave Chicago, IL 60647-7476

• 

  Smart Property Management LLC

  2054 N California Ave Chicago, IL 60647-0210

• 

  Smart Property Management LLC

  PO Box 47768 Chicago, IL 60647-7215

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:11/08/2024

  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.

  Smart Property is experienced in deceiving customers, lying, not following the terms of the lease and then gaslighting you after the fact. They add on ***** charges with the expectation customers will just pay and not pushback on unfair charges. They purposely don't answer their phones so you can't contact them and give you the run around via text. They left me without heat in freezing temperatures for 7 days -- uninhabitable circumstances according to Illinois law -- and refused to acknowledge the situation and ignored phone calls from my phone number, until I had to use a new phone number to contact them. I also have mail still in my mailbox (they refused to provide me with a mail key) and they are not cooperating in allowing me to access my **** ************* has charged me $325 additional dollars on 11/7/24 after communicating they do not nickel and dime as long as unit is left in good conditions less wear and tear.This unethical, unprofessional company is full of lies and take advantage of their occupants. I am seeking for the erroneous $325 charge to be removed and a statement from Smart Property explicitly stating no further charges will be added.

  Business Response

  Date: 11/11/2024

  Thank you for the opportunity to address Macabeess recent complaint regarding move-out charges and other concerns. We take all tenant feedback seriously and strive to maintain transparency and professionalism in all interactions. We would like to clarify the following points raised by Macabees:
  
  
   1. Move-Out Walk-Through Attempts: Contrary to Tenants claim, we attempted twice to conduct a formal move-out walk-through. On October  30, 2024 and again on October 31, 2024, we offered to meet in person to assess the condition of the unit, but ******* declined both invitations, opting instead to leave the keys on the countertop. A walk-through would have provided an opportunity to discuss any cleaning or maintenance needs and potentially avoid any additional charges. This protocol was clearly outlined in our initial email, sent October 10, 2024, which covered all move-out procedures. 
  
  
  2. Move-Out Cleaning Requirements: ******* reached out on October 11, 2024, seeking clarification on the required cleaning standards. We replied promptly, explaining that as long as the unit was free of belongings, trash, and thoroughly cleaned the appliances, additional charges would not be incurred. Unfortunately, upon inspection after move-out, the unit required additional cleaning due to food left in the refrigerator, dirty appliances, and soap scum and hard water stains in the shower. These cleaning charges were warranted and aligned with our lease agreement, signed by ******* in 2023.
  
  
   3. Responsiveness and Communication: Tenant stated that we were unresponsive and could only be reached after changing their phone number. Our records indicate that we consistently communicated through the same phone number provided at the beginning of the lease term, with no record of a change. We maintain documentation of all calls and email correspondence, and there is no evidence to support the claim of unresponsiveness on our part. 
  
  
  4. Condition of the Unit and Renewal Offer: The claim that the property was uninhabitable contradicts the fact that ******* submitted a counteroffer to our lease renewal on September 20, 2024. This was a newly rehabilitated property, including brand new appliances, floors, fixtures, and lighting at the start of tenancy. To our knowledge, the only reason provided for their decision to move out was the rent increase, not concerning habitability.
  
  
   5. Mail and Address Forwarding: Tenant also stated concerns about mail access after moving out. We have no record of communication regarding this matter. Per our policy, tenants are responsible for forwarding their address with the post office upon vacating, and any mail received post-move-out would not have been accessible unless prior arrangements were requested. All charges posted to Macabees ledger were clearly outlined in the lease agreement. These expectations were reviewed and signed in 2023, so there should have been no surprises regarding move-out fees. 
  
  
  Thank you again for allowing us to respond. We are committed to fair and transparent practices and remain available to clarify any further questions about this matter.
  
  

• Initial Complaint

  Date:02/21/2024

  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 for this apartment via Smart Property Management. They informed me that they needed another co-signer, so I had my father apply with me for the lease. They informed me on February 14, 2024 that I obtained the apartment and with my co-signer had to pay $1,740. They did not have any contact with me after wards and reported they are waiting to send over a copy of the lease. I did not receive a copy of the lease, so I contacted them on February 20, 2024 and reported to me, "Unfortunately the unit you applied for is no longer available. The owner found a stronger candidate". After I paid them for application fees and agreed on a move in date. I told my current landlord my move out date and started packing up my items.

  Business Response

  Date: 03/18/2024

  This applicant did not qualify on his own and therefore we required a co-signer. We continue to show the unit and review all applications as pending applications are still under review. By the time *************************** had obtained a co-signer, we had already moved forward with another application. We make it clear that the application fee is nonrefundable and we do not reimburse the application fee if applicants are not approved. Please let us know if you have any questions. Thank you!