ComplaintsforChristone Enterprises Inc.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My back steps are dangerous and I wrote them a year ago and asked for repairs to be made to this including the door frames, the door to the basement is rotting and needs replacing but the storm took it away. The groundhogs are coming in the basement. The furnace needs to be winterized and wrapped, the duct work needs to be redone. The house was built in 1840 and we might need to do some lead paint testing, the drain in the kitchen sink is full of garbage and sinks and needs to be cleaned. I have 12 foot ceilings in the house, no light bulbs in my front room. There are many repair issues with my home that have not been repaired. I would like for them to come and fix all of this stuff.

  

  Business response

  08/24/2023

   

  We are in receipt of the complainant's report.  If the sink if full of garbage then the tenant needs to clean it out, we do not clean out garbage left by tenants.  The lease agreement specifies the tenant is responsible for pest control, if there are mice then the tenant needs to set mouse traps or hire an exterminator as the owner of the property is not agreeable to paying for this.  Lead based paint is covered by the lease agreement, this unit passed inspection upon move in and it was in full compliance with municipal code.      The furnace cannot be winterized or wrapped, these requests are not something that is done to a furnace especially in summer.  We cannot do anything about the house having 12 foot ceilings and the tenant is responsible for replacing burned out light bulbs.  We have a request in to the owner regarding the door and frame, though this is the first report we have heard about this.  Thank you.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reguarding the property of **** ****** ***** ** ******** **. In which my family had lived in for 7 years. Our rent was $1,195 a month went up to $1,295 a month .In which they only gave me a check for $530 for my security deposited. After the passing of my mom in 08/2021. I decided to move.When the owner and realtors did a property inspection,in which they were complimenting on the cleanliness and how well it was kept.We painted the entire home,replace toilets with Hight Efficientcy savers,(he reimbused that cost. The carptet ws over30 years old,from the time We moved in we shampooed the carpet,it was not cleaned. Every 3-4 months we cleaned the carpet,as well as it could get. The applances were ours ,which we required if they wanted to buy but didn't accept the offer.Which as the range,refridgerator,micowave, and washer and dryer. On there invoice I received reguarding the property it stated that the house was dirty from the basement ,(which there is no basement,kitchen applances in which there was none, the over all cleannes of the home was dirty in which it was cleanned from windows,baseboards,bathrooms,kitchen counters and cabinets inside and out,floors swept and mopped carpet cleaned again,skylights (also we had to use over the years mold removeal because of the mositure build up.

  

  Business response

  08/10/2023

  We are in receipt of the complainant's report and have reviewed it in detail.  The property owner directed the tenant charges on this security deposit and is not in a position to provide a refund.  The tenant was charged the lease fees and additional costs for removing  items left and cleaning.  The tenant vacated at the end of February and our agency was instructed by the property owner to clean the property and the tenant was charged for that.  Thank you.

  Customer response

  08/15/2023

  Complaint: ********
  
  I am rejecting this response because:

  I cleaned out the house and removed everything.  The owner did a walk through with me.  There is no basement.  The appliances were mine.  The carpets were 30 years old.
  
  
  
  Sincerely,
  
  ******* *******

  

  Business response

  08/17/2023

  We have received and reviewed the complainant's response.  Regrettably, the property owner is not agreeable to any further cost consideration.  Thank you.

  Customer response

  08/20/2023

  Complaint: ********
  
  I am rejecting this response because:(1)when the seller and appraiser did a walk-thru of the house they complimented on how well kept the property was inside and out. In which I thank them . The appraiser ask if the appliances where leaving with me . I answered yes because I bought them from my previous home of *** *** ***** . In which I rented that home for 8 years from ********* *********** with a different owner. My appliances was Stove,Refigerator,Washer and dryer. (2) The bathrooms , I had replaced the toilets with high efficiency ones in which the owner did pay me for with a separate check . (3) The  carpet was original to the home. I had them cleaned . As you can see with the attached pictures. (4) Basement, THERE IS NO BASEMENT IN THIS HOME. IT IS A RANCH STYLE
  Sincerely,
  
  ******* *******

  Customer response

  01/08/2024

  01/08/2024  The owner of this property refused to refund me, the property has now been sold. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7.18.23 I contacted ********* management due to maintenance issues and to request compensation for delays in repairs and unhealthy and unsafe living conditions. I’d first like to say the way I was treated by the representative ***** was unprofessional. I explained to her my concerns and she was combative. She went so far to tell me that “86 degrees you won’t die.” Around 7.1.23 I reported having no air conditioning. Someone came out to fix my system, but it went out 2 weeks later. 7.15.23 I lost air conditioning and I was told by maintenance that they can’t work because the stores aren’t open and the tech “feels” he may need a part so I had to wait until Monday. On 7.17.23 the technician called and said he couldn’t make it and the job needed to be sent to someone else. I reached out to the maintenance department 3 times via phone and email. My apartment has been upwards of 86 degrees. I was told I need a new system and estimate was created 7.18.23 but I was told the estimate needs to be approved and given no timeline. My air conditioning has to run 24/7 for the neutral air because without it being on my apartment gets up to over 88 degrees and I have 3 fans running as well. This is going to increase my electric bills significantly while I have to wait for this estimate to be approved and work to be completed. I had to buy a new fan and I also have to keep open the windows and doors and there are bugs flying everywhere (Window in bedroom doesn’t open) As a result I’ve had major allergic reactions to mosquito bites on my arms and legs. My sink has been leaking for months. Some guys came out to replace the garbage disposal so I assumed that the leak was fixed, but it wasn’t. I had an appointment but I had to reschedule due to contracting Covid. I reached out again around 7.1.23 and I have yet to get a call to schedule the repair. My last issue is my toilet needs replaced. Technician made a temporary repair but told me it’s not functioning properly.

  

  Business response

  07/19/2023

  We are in receipt of the complainant's report and have reviewed it in full.  On May 17, 2023 we communicated with our property owner client about disposal issue, we did not receive a reply from them.  The tenant of the property reported having become infected with covid and we asked her to reschedule.  On Monday May 17, 2023 we sent Beloman HVAC out but have not received a service update response from them.

  Customer response

  07/19/2023

  Complaint: ********
  
  I am rejecting this response because:
  The dates you are listed are inaccurate. You’re referencing May and I have email threads from July that I have communicated these issues and if you check your records for work orders I have reached out multiple times referencing the sink. You haven’t addressed the treatment I received from your staff over the phone, compensation, or timeline for repairs. 
  
  
  Sincerely,
  
  ******** *****

  

  Business response

  07/20/2023

  We are not in a position to provide compensation after this tenant's rude and unacceptable behavior.  The situation with our office staff became unacceptable as she was extremely rude, having called three times.  The first and second time we answered and discussed the issues, she called back a third time and the leasing girls were all on the phone with other clients.  The next call resulted in ******** hanging up and then she called with her boyfriends number.   One of our staff was available to pick up the call and she got extremely rude with ***** and our staff felt ***** took the call well when we could hear ******** yelling at her from the other office desks.  ***** asked her to calm down multiples times, that kind of behavior and bullying with BBB complaints does not incline our agency to make ay considerations.  Thank you.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Christone apartments moved me and my boyfriend into an Apartment with roaches and also they didn’t get it inspected until a week after move in , also when we tried calling multiple times to just speak to someone in office the lady ******** ******* lied and said I harassed her because I was constantly calling, I’m sure all calls are recorded and I was outside at a neighbors house while on the phone with her and not once did me and ******** argue or raise voices at each other as she stated to my boyfriend whom she told i harassed her. So finally when coming to an agreement that we could move out they told us we’ll be charged just per day that we were there but instead we were charged a full months rent and they never gave an estimated price with anything any time we called multiple times to get updated they’ll send us to the voice message and even stopped answering for my boyfriend ******* for an entire week straight . We have all the proof of texts and calls videos of the roaches and undone floor . Also when the inspector came out he even saw my clogged toilet which was never fixed the entire 3 weeks of being their tenant and we have emails of them stating they wouldn’t keep coming out for the roaches that we had to deal with it because we signed the lease . Everyone know roaches come out at night so yeah at times we tried showing them was morning when it’s daylight out . the neighbors stated how the cleaning worker for the company complained about so many roaches being in there while the last tenant moved out I have several neighbors who can speak up about this company . I have witnesses, document proof or whatever you need to continue this complaint to try to get them to be honest about this apartment and the roaches and the lying saying I harassed someone , I have a video of a roach inside of my pot of greens I grilled some things and walked back in and a roach fell from the fan in my pot of food . There were dead roaches in the dish washer and ect .

  

  Business response

  07/07/2023

  The city didn't inspect the property until after move in since the work was completed just prior to move in.  The unit had been professionally treated for bug infestation and the items required by the municipal inspection were approved and scheduled for completion.  The property owner is not in a position to offer any compensation on rent at this time, and our agency is committed to correcting these issues as quickly as reasonably possible.

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently moved out of a house that was dirtier when I moved in than when I moved out. Their instructions state if you clean the house and it is not up to standards then they will charge you so they recommend hiring someone. So I paid $300 to have someone clean the house (Previously used this person for a move out before and passed) About a month down the road I received my refund with a $312.50 charge for cleaning. I went and questioned this and I said why did I get charged when I hired a cleaning crew, I was informed it is a given that if it is not clean they will charge me. I said that is not what your paperwork says and ***** ******** says well it is a given. I said why would I hire someone if you were still going to charge me a cleaning fee. I also asked why they were not contacting the cleaning company to make any corrections. She said nothing. She says send an email and the dispute with go to management. I disputed this along with "damage" issues they charged me for and just today (2 weeks later) they refunded $156 of the $312.50 cleaning fee still not the entire amount with "the place was not cleaned." I would NEVER have hired a company to clean. The paperwork they give you is false and incorrectly written for the way they do business. Makes no sense to hire a company when they are going to still charge you if the place is not cleaned.

  

  Business response

  06/19/2023

  We found that the property had a few places it wasn't clean; typically we do tell the tenant to send back out their cleaners but in this case the owner was moving back in and was demanding for everything to be completed in about a week.  We agreed to refund half of the amount since it was already cleaned prior and we weren't able to go the normal route of sending their cleaner back out. 

  Customer response

  06/20/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  It is not our fault the owner was demanding things be completed. You stated you had a week to get things done and so you had time to get the cleaning company back to the property to make corrections. We should receive the full refund for cleaning as again, is not our fault. You are penalizing us for you not doing your job. This is very unprofessional all the way around. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  06/20/2023

  Our agency is not in a position to offer any more of a refund than already provided.  Thank you.

  Customer response

  06/21/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  This is unacceptable and definitely not how business is done! You are in a position to refund MY money! Your lack of doing your job to ensure the owner gets into her house on time is not my fault and needs to be recognized! Not in a position? This makes no sense when you have kept my money! You not being able to completely cleaning the house is on you not me! 
  

  A refund of my money is definitely what needs to be done! I will be contacting my command and housing to work on getting you in the don't not rent from list! I am pretty sure this is not management or the owner replying! 

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

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of my place left it in very good condition even cleaned out the ice box I have FULL videos of Almost EVERY Inch of the house and I definitely captured Every Room my Videos speaks for their selves however christone ent kept my deposit plus trying to go $500 over bringing the total to almost $1800 dollars I moved out beginning of November and emailed them in January once I received the letter she advised me to email a Formal dispute however that’s exactly what I was doing …. Bout a month pass me dealing with life problems I was side tracked so I say let me Email them again and Now she is saying it’s Too late however in the email she Never mentioned a time Frame also she is the same person who I pose to make the email too so why wasn’t that considered a dispute ion know, what I know is these charges are UNFAIR !!!!!!! It won’t allow me to upload the videos

  

  Business response

  02/23/2023

  The tenant initially sent an email saying she didn't agree with the charges assessed and that she thinks the charges were high.  She reported being able to provide videos but she didn't say exactly what she didn't agree with.  Our office then corresponded back on 01/31/2023 stating that she needs to submit one outlining exactly what she was disputing, why and to include any photo/videos that she has.  
  
  
  She did not respond until 02/18/2023.  Our office clearly indicated a response time deadline, and the tenant was technically beyond the time frame when she emailed on 01/31/2023.  
  
  
  She owes $230.73 on the *** ************ invoice, her outstanding sewer bill of $213.65, the appliance repair bill that was her fault (which we discussed in person and I showed her the part), back rent of $325.00, late fees of $285.00 and the process server fee of $55.00 bringing the total owed to $1,764.38.  The owner has directed us to collect this amount and is not agreeable to negotiations given the property condition, back rent, late fees and outstanding sewer bill.
  
  

  Customer response

  03/01/2023

  Complaint: ********
  
  I am rejecting this response because: I was trying to find my paper work however until they saw the videos I have . I feel like they changed their story sewer bill I never had one , I lived there for 2 1/2 years at the end they had to replace a piece on the washer that they say I should have had to pay for , I don’t understand that seeing that the property was in the same Condition it was when I got there I was not a bad tenant I kept up the property inside and Out so again No matter what my deposit would have been More then enough to cover . I took time to respond because I was looking for the paper work they sent me because the list looks different. ion know the law but after 2 1/2 years all they had to replace was a washer piece that don’t sound unrealistic. Also I had mice in my garage that I had to pay $600 to get rid of myself and they Never came to repair the wholes that was listed from the company I hired they did deduct like $200 from rent not to mention my water bill every month was $200 because of the upstairs toilet that they Would not replace it had a inside leak I use to have to turn off the toilet when not in use that was my first time having a water bill so I was shocked when everyone told me I was paying triple on a monthly basis n yes I have the history on that …. I reject this ,,, I also don’t believe this was the original list I’m still looking for it. 
  
  
  Sincerely,
  
  ***** *****

  Customer response

  03/01/2023

  My rent has always been paid in full when I've paid it.  I did have some that were late; I didn't always pay the late fees.  I paid a deposit of $1125.  I don't know why that's not being deducted from what I owe.  I shouldn't owe anything over my deposit.  I have paperwork on the water bill.  My water bill was triple what it should have been.  There was an inside leak in the toilet.  There was no time frame in the email for me to respond.  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm being charged $871 in legal fees for an eviction I didn't authorize. On 10/17/22, I emailed the property manager to issue a 10-day notice to evict (other than non-payment) to the tenant due to denying showings which was in breach of contract. I asked them for the Affidavit of Service. Nowhere in this email did I ask the property manager to evict the tenants. On the form I checked Block 3A, (they must fix the violation within 10 days, or the lease will terminate at the end of the period, and I may file an eviction case against them). The tenants did not breach the 10-day notice; they weren't in violation. The property manager still filed anyway even though it was not requested/justified. I will pay for the portion of the legal service that covers the Affidavit ONLY. I keep getting emails saying I requested it but that is not what I requested in the initial email. Not only did I not ask for it, but it was also unwarranted based on my selection in the 10-day notice form. After this I am notified that the tenants haven't paid rent for the past 2 months. I called to ask about it, ****** was very short with me on the phone but told me a 5-day notice was mailed to the tenant. I sent a follow up email for clarification. At this time, I thought the eviction was for the 5-day notice (non-payment of rent) because the email said "as they are not out of the property AND HAVE NOT PAID" I was ok with it at the time because the eviction reason was justified. The notice states that if the tenant did not pay rent in 5 days, eviction proceedings will commence. NOTHING was done for this. No legal action was taken. Their excuse was the eviction was for the 10-day notice; the one that I did not ask for nor was warranted. Further, the property manager had the case dismissed. I am out $3K in rent that the property manager has done nothing about. I called their attorney to discuss details/work out the fees, but property manager had already paid. They refuse to own their mistake.

  

  Business response

  12/21/2022

  The complainant's report is inaccurate and self serving.  

  November 18, 2022 email from complainant demonstrates complainant was not financially approved to purchase a property due to lack of tenancy in existing rental.  Complainant directed our agency to secure month to month tenants.  Complainant later directed our agency to pursue six-month lease.  Upon securing tenants for six-month lease, complainant then directed us to lure approved applicants into a one year lease with option to allow complainant to have tenants vacate anytime after initial six months.  Our agency subsequently decided complainant directive and terminated agency agreement with complainant.

  October 17, 2022 email from complainant to our agency includes directive from complainant to pursue eviction based on complainant conversation with lawyer.

  Complainant instructed our agency to begin the eviction process and have tenant served with necessary notice, fully documented in email exchange on December 5, 2022.  Complainant asked our agency to find a month to month tenant, then changed that directive to a six month lease which we secured tenants for.  Complainant then directed us to again modify lease to a one year lease after we had secured tenants which we will not do as our agency does not engage in bait and switch tactics.  Complainant then said none of that was true and threatened to find another property management company.  Our agency terminated services with complainant immediately thereafter.  

   

   

  Customer response

  12/21/2022

  Complaint: 18618731
  
  I am rejecting this response because:
  
  I am going to preface this by saying I have no issue paying the property manager for the months owed of property management (******) and the cost of the Affidavit as requested in the email in legal fee ($400). To get $400 I divided the amount by the total hours. 675/2.7=$250 per hour. I then multiplied $250 by **** hours for the ***************** and got $400. While I dont agree with paying for the **** hours based on the description, I feel covering the entirety of the 1.6 hours is fair. As previously stated in the initial complaint, I have already attempted to reach out to their attorney to give them the situation and work out the cost as suggested by attorney.
  
   IF THE PROPERTY MANAGER ACCEPTS THAT PAYMENT, I AM WILLING TO CLOSE THE COMPLAINT.  (Total cost:$730.97) 

  I have had no other qualms with this property manager other than this fiasco.  I have used them since 2020 and haven't really had any issues.  I would just like to get this resolved. 
  
  Otherwise, I will continue my complaint with my response below. 
  
  Property manager still has not addressed the 3k owed in rent from previous tenant they failed to collect or do anything other than mail a notice while tenant was still under lease. I have no idea if this even went to collections because I have not gotten any other info. Property manager is still failing to adequately give a reason for an unwarranted eviction. Instead, they let my tenants go with 2 months of non-paid rent.  Nowhere does the email state I want to pursue an eviction against the tenants. (Attached) My lawyer advised me to ask for the Affidavit to serve the form to the tenant. 
   If the property manager had properly read the paperwork that was provided, they would have seen the box was checked to in order to serve them the notice to evict form. Nothing more.As seen in additional email. The eviction they should have filed should have been for non-payment of rent. Instead, they let my tenants go with 2 months of non-paid rent. 
  
  As stated, the December 5th email was an assumption the eviction was for the non-payment of rent that had been mailed to the previous tenant as well as signed by property manager. You can see in the email from December 5th I was still under the assumption of the eviction being for the 5-day notice. That is when I discovered it was for the 10-day notice. I started asking for the complaint and case information to forward to my attorney. In the same email I referenced the November 2nd email from ****** which states WE are sending it over to the attorney for the eviction process, as they are not out and HAVE NOT PAID This statement alone would imply it is for the non-payment of rent. 
  
  The 5-day notice was sent to the tenants without any meaning.It gives off the impression that the property manager had no intentions of collecting the rent.  As the document states that if rent is not paid in 5 days, legal action would be taken.  Signed at the bottom by the property manager.
  
  As for the lease term which has nothing to do with the court fees, eviction or my original complaint, I did not direct for the clause as stated by the property manager, I asked about the clause (Attached). Until a few days, ago, I was not aware that I needed to have a year lease to satisfy the VA. This is when I initially reached out to see if the potential tenant could do the year lease. There was no luring done. I asked if the tenant could be do the year lease, then asked about the clause to satisfy both parties. When I got a negatory response, I stated I would need a different tenant to fulfill since no contract had been signed yet. I asked what I need to do to go to a different property manager. ******** provided ******* info. After emailing ******, she said she would reach out to the broker to see if they could add the clause. I gave her the info of the situation/why I needed an annual tenant instead. I stated if the broker could not do it, I would need to go to a different property manager so I could fulfill the year lease. They came back and said no.  I also offered $50 to pay back the applicant to cover the application fee.
  
  
  My frustrations are with the wrong eviction taking place,not being let in on any of the legal things, and the tenants walking away without paying 2 months of rent. I only found out through asking for updates.  Had the property manager kept me in the loop/provided any info (i.e. an email stating in detail what was sent and to whom it was sent)this entire situation could have potentially been avoided.

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

  

  Business response

  12/23/2022

  We are agreeable to the complainant's proposed resolution.

   

  Customer response

  12/27/2022

  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,
  
  *****************************

• Initial Complaint

  07/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Christone Enterprises will not return my deposit on a property I rented at *** * **** ****** ********** ** *****. They will also not give me a reason and have stopped responding to my emails

  

  Business response

  07/11/2022

  We are in receipt of ***** *********'s complaint and have reviewed it in detail.  We have been in regular communication with Mr. ********* and records indicate active and responsive communication as recently as last week.  Regrettably, the owner of the property has identified property damage and is not agreeable to a modification of charges.  The property was left in disarray and there was strong cat urine odor throughout.  Thank you, Christone Enterprises Management

  Customer response

  07/21/2022

  I have attached the charges they included. They never told me anything about the house being in disarray or any property damage or a cat urine smell. This is the first im hearing of it. I've attached our correspondence. They sent me papers by mail instead of email with their invoice ill take pictures and attach them as well. 

  

  Business response

  07/21/2022

  Our agency provided an itemized list of charges and explained in detail the expectations of the move out process.  

  Customer response

  07/22/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  I left the house cleaner and nicer than the condition the house was rented to me. The charges they made up to justify are ridiculous. They charged me $650 to mow the lawn even when it didn't need it. They charged me $650 for the house to be cleaned. They claimed to the BBB that there was property damage and the house was in disarray but they have never said that to me or provided any documentation for their claim. They were supposed to return my deposit or give me a reason within 30-45 business days of turning in my keys. They did not do that. They continue to delay responses to me. They even mailed me stuff instead of email in order to slow things down. They have been deceptive. They have not provided me with any of the information they mentioned.
  
  
  
  Sincerely,
  
  
  *********** *********

  

  Business response

  07/22/2022

  The fees assessed to the security deposit reconciliation are fair and equitable, the tenant was provided clarity on what was expected upon move out and the property did not meet standard.  The $650 was for landscaping clean up, not grass cutting and this is all clearly detailed on the invoice that was provided so we encourage another closer look at the details on the invoices.  We have photo documentation of all charges and a detailed move in condition report prior to tenancy, which we compare to the same move out inspection checklist upon vacancy.  There appears to be misinformation in the tenant's responses which likely comes from a misunderstanding, hopefully these details address that.

  Customer response

  07/22/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  Christone has not been clear on anything. They have lied to you initially they said I caused property damage and and left the house in disarray. I have photos of the house inside and out. I dont beli*** they did any kind of lawn care or cleaning in the house. They will not show me the $50 inspection report. They tell me nothing and stall for time.
  
  
  
  
  Sincerely,
  
  
  *********** *********

  Customer response

  09/27/2022

  09/27/2022: Mediator sent a detailed voicemail for the consumer requesting an update.

  09/28/2022: This company charged me for repairs and cleaning that they have never provided proof for. We left the home in perfect condition and always kept up the lawn and landscape. We had not prior knowledge of any concerns until we filed a BBB complaint.

  10/07/2022: Mediator sent an email to the consumer requesting interior and exterior pictures upon move out.
  

  

  Business response

  09/28/2022

  09/28/2022: Mediator sent an email to the business requesting an update.

  09/29/2022: Thank you for the email, I did not revere notice of the complaint via email as we normally do.  Would it please be possible to have the email resent so that I may login and address the complaint?

  09/29/2022: Mediator sent a copy of the original complaint to the business as requested. [**] Received and appreciated, will respond soonest. [**] Confirming this complaint is not actionable for Christone Enterprises at this time.  We will stand by to assist as needed.<**>

  09/29/2022: Mediator relayed mediation response given by the consumer, and requested that the business advise the BBB of how their company would like to proceed.

  09/30/2022: Paid invoices were provided to the tenant with the deposit reconciliation.  Our agency completed a move out inspection as did the property owner.  This reconciliation was directed by the property owner per our management contract terms and we are required by law to proceed under the property owner's direction.  That said, there was much landscaping cleanup to be completed as well as general cleaning.  The property owner instructed us to ensure nothing was due and nothing was owed as he did not want to pursue the additional costs incurred for restoring the property to move in ready condition.  

  *** *******************

  Should the tenant decide, they retain the option of pursuing legal action against the property owner.  Under Illinois state agency law, our company would be immune to legal action and the court would mandate the property owner assume responsibility as defendant.

  *** *******************

  Lastly, there is no time limitation on reconciliation of security deposit funds on single family homes.  That law applies only to larger multi-family residential complexes.

   

  10/06/2022: Mediator sent the complaint to arbitration.<**>

   

  Customer response

  11/15/2022

  I am writing in hopes of getting a return on the Security Deposit ($750) Pet deposit ($600), and Inspection Fee ($50). Christone Enterprise has wrongfully charged me for a cleaning invoice ($650) and Lawn Care ($650). Christone has never provided me with the info from the $50 inspection fee. It is my understanding that under IL law landlords have to return a deposit or offer a reason within 45 days of the tentent moving out. Despite my inquiry about my deposits Christone failed to respond within the 45 day time that is allowed. I feel the charges are not only unjust but also excessive for an amount that anyone would pay $650 to clean the house or $650 to mow the lawn. The charges equal the exact amount of my deposit. At the time I returned the keys to the house to Christone the lawn was freshly mowed and house cleaned and spotless. I had submitted pictures of the inside and outside of the residence to both Christone and the BBB.

  
  

  I turned in the keys to the house I rented toChristone on April 29th. I first emailed Christone on May 17th. ***** ******** from Christoneresponded and informed that it takes 30-45 days to reconcile the deposit. I contacted Christone again on Jun 7th.  ***** ******** informed me that she would be contacting the owner of the house that day. I got no other response from Christone.

    

  I contacted them again about the deposit on June 20th well pass the 30-45 days. ***** ******** responded the same day saying the "Work is being completed at the house and I am waiting to find out the final charges." I then didn't hear anything from Christone. I contacted them again on Jun 28th asking about the deposit. ***** ******** responded Jun 29th saying she's reaching out to the owner of the property and would call him if he did not respond to her email. 

   

  I emailedChristone again on July 5th asking about my deposit. I received no response. I emailed them again on July 9th. I received a response on July 11th. ***** ******** responded saying my deposit reconciliation was being mailed out that day. Christone made it seem as though they were sending me my deposit. I did not follow up with the BBB on my complaint, thinking the issue had been resolved. The BBB then closed out my complaint against Christone.Christone had purposely mislead me so my complaint against them would close out. We had been communicating though email.Christone could haveemailed me that day the info. Mailing the paper copies also made it more difficult for me to communicate what they had sent me to the BBB.

   

   The next day I got my mail from Christone. The mail was postdated 7/15. The day my complaint with the BBB expired, and several days after I was told it was mailed.It included the charges and informed me that I would not receive any of my deposit. It included the invoice for cleaning the home, lawn care and the inspection fee.I also got from them a few grainy, black and white photos, cropped and dated 5/6/22. They were taken 1 week after I had mowed the lawn and turned in my keys. 

   

  I called the BBB and got them to reopen my complaint. I emailed Christone on July 19th. In my email I told them I would like to dispuite the charges, I told them why in the email. ***** ******** responded the same day telling me to put my dispute in writing even though I had just done that. I emailed them back the next day on July 20th. Putting everything in writing to them once again. Christone did not reply so I emailed them again on July 22nd. In this email I again mentioned why I was disputing the charges. On the BBB website I was able to see what Christone had told them. On July 11thChristone told the BBB that I had caused property damage, the house was in disarray and smelled of cat urine. None of those things are true. Christone had never once said any of those things to me. They were not included in Christones report to me about the house and why I was not getting my deposit back. I asked Christone in the July 22nd email why they had lied to the BBB and to provide me with proof of their claim. They never responded to my questions about it or explained why they had told the BBB that. ***** ******** only responded to my email that my dispute was being reviewed and I would get a formal response letter. I never got any response letter.

   

  324 S 19th street was my home. I kept it cleaned and cared for it as if it were my owned. My two cats ****** and *** both have their front claws declawed. ****** is neutered. *** is spayed. Both cats have always beenkept up to date on their vaccinees. Kitty litter for my cats was always kept fresh and clean.My dad *** ********* had helped me moved out. He also mowed the lawn for me.I had cleaned the inside of the house myself. None of the work on Christones invoice are accurate in any way.I had auto pay set up for my monthly rent so I never missed a payment. I was a model tenant the entire time I rented from Christone.

  
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our central air has been out for over a week. It has gone out 3 times and we have been given a different answer each time as to what the issue is. We were told the A coil needed to be replaced last week and that the A coil was not installed properly and that the HVAC company would contact the property owner to get permission to install it properly and replace the coil. We were left in 90 degree weather with no air and no estimate of when we could expect air. The technician said he would look into getting us window units and follow up in an hour. We never heard from him. We have a husky mix that was over-heating and fortunately my parents had a window unit to loan us because it was not until evening the next day after multiple phone calls to them that they delivered us window units. We made phone call after phone call that day with promises of returned phone calls only to hear nothing and it was only due to our persistence and insistence that they delivered those, which they left in our porch unannounced while we weren’t home. They will not return my phone calls to get an estimate for when I can expect central air and I am currently paying electric for 3 window units. I am livid. This is hands down one of the most unprofessional and worst managed companies I’ve ever seen.

  

  Business response

  05/23/2022

  We have read the complainant's report and are please to offer supplemental detail and clarification.  We dispatched our HVAC team and provided the property owner a report of required work and corresponding estimates.  The property owner has a Home Protection Plan that does not provide coverage on all of the items required.  The owner was in discussion with the Home Protection Plan provider and home insurance provider, which delayed action on this and regrettably her had no control over the timing.  We have since received approval and all items have been ordered.  Our team offered to provide window A/C units, we understand however the tenants were provided two units from a family member.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Oct 8, 2021 I received rental assistance from IHDA and this company has falsely charging me rent from 2016 along with a multitude of late fees. This grant isn’t to be used to line their pockets with late fees and I can’t get the assistance ****** to understand I didn’t miss a payment in 2016. I worked right next door to them at the time. I had a check returned durning the change of bank accounts and replaced it with a money order totaling 565.00 which included their bank fees within 5 days! She refuses to check her bank deposits and my receipt from the money order was accidentally left in a truck I had sold. Also, she didn’t claim this was a problem until three years later in 2019!! My landlord received the payment 2016. She has taken all of my grant money for late fees that are mostly false charges!! Their office needs to credit me with the 3500 in rent assistance I was granted. They gave me one month rent off this! Took 3000 for fees.

  

  Business response

  11/02/2021

  The grant money satisfied back rent from 2016-2021, not late fees.  We requested proof of the missing money order and the tenant will not provide any detail.  We have attempted to contact the tenant several times and have not received a return call.  We have mailed  the ledger showing all financial detail and the tenant has not offered to discuss or dispute.

  Customer response

  11/02/2021

  Complaint: ********
  
  I am rejecting this response because: They are still not addressing the duplicate charge for Dec 2016 and not asking for it until three years later when I missed a partial payment.  I confirmed with my landlord he did in fact receive that payment. Also, the only rent behind did not total the amount taken. They need to correct their charges and they absolutely are taking it for fees! I did talk to ****** and she confirmed they were only covering one months rent with my grant. Her ledger clearly indicates the inclusion of fees. Also never asked to call them back.

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

  

  Business response

  11/02/2021

  We have audited the account history on this on more than one occasion and continue to believe it is accurate.  We were not provided confirmation of the money order reported lost which appears to be part of the misunderstanding on this.  

  Customer response

  11/03/2021

  Complaint: ********
  
  I am rejecting this response because:
  They will not get a confirmation from me because the request for the money order receipt didn’t come until three years later. They need to check their bank records. I will not pay them twice , they should have notified me within a reasonable length of time. Also they still need to provide a corrected ledger with the credit for that amount along with the credits for their erroneous fees. I had already confirmed with the landlord that he did receive that payment. I will also be reporting this activity to the housing authority they are also stealing this money from.  The only way to resolve this is for them to do their research and and make the corrections
  
  
  Sincerely,
  
  ********* * *******

*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. ↩