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:09/28/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Pavilion Properties Management are unethical frauds who steal money from young college students. My son had a horrible studio apartment where he was required to pay a deposit of $819.00. Upon move out, the apartment was cleaned and left in very good shape. The thieves at Pavilion stole from the deposit $473.37 for painting and $326.70 for cleaning charges. The apartment was so small that these figures are impossible to justify. I have my entire house cleaned in ******* for less than half what they charged for cleaning. They have ******************************************************************************************************************** Monroe County Court. Given the similar toned negative reviews about these thieves contained on this webite, it would certainly make sense if the BBB took immediate action to shut this scam company down and save future ** students from having to deal with their fraud.

• Initial Complaint

  Date:07/23/2024

  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 an apartment on ************** in *********** 3 years ago. When I moved in a company called Tempo properties managed it. I documented pictures of moving in and took pictures of their move in inspection report. In those 3 years, the property switched from Tempo to Granite to Pavilion properties ending as the property management company in charge. After these exchanges there were no more inspections and they kept my original security deposit from Tempo. When I moved out this spring I was sent a bill charging me for things that were documented on my move in inspection but Pavilion admitted they didnt have such paperwork. I was also billed for general cleaning even though I left the apartment in the same condition I received it and that is normal wear and tear. I emailed Pavilion to no response and called to which I was given no timetable to hear my complaint. After finally calling and getting ahold of someone, he admitted they had no documentation of my apartment before I moved in, yet I was charged almost $400 for services which they deemed my fault in my tenancy. During this call and other calls since I left the area I was talked down to and treated like I wasnt a priority. They have failed to document and do their jobs as well as treat me with respect. Since Indiana is a one party consent state I recorded the call when their manager told me he had no information or documentation on my apartment and requested I give him my documentation. It is not my job to fix your failures to follow procedure and document the places you manage. I am sure a judge would find it hard to determine I was responsible for damage when the management company has no documentation.

  Business Response

  Date: 08/16/2024

  We are very sorry that Mr. ********* feels that way.  We acted in accordance with the lease that Mr. ********* signed.  Below is the section of the lease that contemplates the Security Deposit and it's use for painting, cleaning, and other damage to the premises.  

  We always strive to find some common ground when there is a disagreement.  If Mr. ********* would provide us the move-in inspection from the previous property manager, we are happy to review this matter further to see if there is an adjustment needed.  Mr. ********* has been unwilling, to this point, to share the inspection form with us.

   

  2.2 SECURITY DEPOSIT AND DAMAGE
  The Tenant will pay a security and damage deposit of at least one full months Monthly Rent installment at the time of entering into this
  agreement. Landlord shall not allow pets in the Leased Premises unless the Landlord and Tenant execute a pet lease rider to this Lease
  Agreement and, the amount of the security deposit is increased by the amount specified in the pet lease rider of not less than $200.
  The Landlord shall hold the Tenants security deposit for the faithful performance of this Lease.
  Deductions from the security deposit *** be made by the Landlord, including but not limited to, the following charges:
  Unpaid Monthly Rent or late fees, unpaid utility bills, pet fees, trash fines
  Actual or estimated costs of shampooing the carpet, painting & repairing interior walls, cleaning the premises, any fixtures, bedding,
  or appliances in order to place the premises back in move-in condition
  Actual or estimated cost of re-painting any room or area painted over by the Tenant, or made necessary by Tenant or guests violation
  of smoking clause
  2
  Actual or estimated costs of any repairs caused by anything other than reasonable wear and tear
  $100 minimum for key replacement and lock changing made necessary by Tenant
  Actual or estimated costs of any packing, moving, storage for removal of Tenants personal property upon expiration of sooner
  termination of this Lease
  Costs and expenses, including legal fees incurred by the Landlord, arising from Tenants breach of any of the Lease requirements
  No oral statements made by Landlords employees or agents shall be binding upon Landlord unless first reduced to a writing that
  includes employee or agents signature and date. If you have any question whether anyone is an employee or agent of the Landlord,
  contact the office.
  This security deposit *** not be used by Tenant as payment of any Monthly Rent
  installment or late fee. If any portion of the security deposit is used or applied by Landlord for damages or expenses incurred by Landlord
  during the lease term and prior to expiration or sooner termination of the Lease, Tenant shall within five (5) days written notice from
  Landlord deposit an amount sufficient to restore the security deposit to its original amount and Tenants failure to do so shall be a default
  under this Lease.
  The Landlord shall be able to recover amounts owed by Tenant in excess of the security deposit.

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The classy people of Pavilion properties still fail to realize that I am not responsible for their lack of bookkeeping and think it is my job to provide them with pictures of the move-in inspection. Crazy idea here: when you acquire a new property, maybe it would be a good idea to get the move-in inspection from the previous management company instead of blindly charging tenants for stuff they arent responsible for. I have all the evidence I need to get my money back in court especially since I have on record Pavilion saying they have no documentation of the propertys condition. After repeated failures to conduct good business, I am more than happy to make it a bigger issue for a Pavilion. Then I can let future prospective tenants know this is how they conduct business and they can vote with their dollar. 
  
  Regards,
  ****** Necessary
  
  

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Pavilion Properties Management, LLC operates in an unethical manner when it come to returning renters deposits. They keep all or a portion of renters deposits regardless of the condition of the condition in which the property is left. I had heard that people had issues with this after I signed my lease so when I left my apartment I cleaned it completely my self and then paid a professional crew $300 to do it professionally. It was way cleaner when I left then when I got there. Despite all this they still charged me $199.00 for "Light Touch Up" which just mean no matter what you are not getting $200 of your deposit back.

• Initial Complaint

  Date:12/09/2022

  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.

  Hello,I have the following situation regarding my lease from last year (August 2021 - July 2022):The lease ended in July of 2022 and I still have not received my security deposit back. What I am owed from Pavilion Properties is $825 (which is the security deposit) AND $412.50 (which is half of the last month's rent that we had to pre-pay at move-in time), for a total of $1,237.50. My roommates ******************************* and ***************** are also owed $412.50 each, but they received their check from Pavilion for the $825 portion.At the time of move-in, we were asked by Pavilion to put up a security deposit of $825 each (equivalent to one months full rent), per our lease agreement. We were also required to pre-pay half of the last months (July 2022) rentan amount of $412.50 each, again during move-in, per our lease agreement.Starting January 2022, ******************************* and I subleased our rooms in the apartment for the remainder of the lease (until July 2022). We had both agreed with the people that subleased from us to only pay for half of the months rent in July to Pavilion Properties and pay the other half directly to us, as we had already prepaid half of Julys portion at move-in. The people who subleased from us (in my case ***************************), along with the other 2 original roommates (***************** and *********************) had rent on Auto-Pay and ended up paying the full amount of the rent to Pavilion Properties for July ($825). This means that at the end of our lease, we had a positive balance ($1650 or $412.50 each) that was supposed to be returned to us from Pavilion Properties.Pavilion Properties refused to return the overpaid amount to us.The apartment was re-leased for the 2022-2023 year by our 4th roommate (*********************), along with 3 of his other friends.Pavilion Properties rolled over the positive balance of $1650 (Julys prepaid rent$412.50*4) to the 2022-2023 lease, which neither myself, nor *******************************, nor ***************** were on. The only original roommate who was on the new lease was *********************. He re-leased the apartment for the 2022-2023 school year along with 3 of his other friends. Pavilion Properties instructed us to get the money that THEY owed us from the people who had leased the apartment for the 2022-2023 year. I do not know the people who leased the apartment for the 2022-2023 year, nor should they be the ones returning my deposit from Pavilion Properties.The people who leased the apartment for the 2022-2023 year did not have to put up the half of last months rent amount at move-in time, because Pavilion Properties used OUR rolled over balance to cover that charge.Pavilion Properties sent me and my 3 roommates (*********************, *******************************, and *****************) a check for $825 each. This DID NOT include the overpaid balance from our lease, it only included the $825/each security deposit. We should have gotten $1,237.50 each. My other 3 roommates have already received their checks for $825, but I never got mine. Pavilion Properties claims that it was returned to them and they have sent it out again. They said they sent it out over a month ago, and I still havent gotten it in the mail (as of December 9, 2022). I asked them to cancel the check and wire me the money instead, just as I had done for every rent payment to them, but they refused. They also want to subtract a $35 fee to cancel the check that I still havent received in order to send me a new one, which I find totally inappropriate as their mail not reaching my address is completely out of my control. I regularly receive lots of mail to the address I provided to them with no problem, and I re-verified the address with them when they received the check back from the mail.In conclusion, this is what me and each of my roommates are owed from Pavilion Properties:**************************: $1,237.50 *******************************: $412.50 *****************: $412.50 ********************* isnt owed anything because his portion of the pre-paid rent rolled over to the following years lease.

  Business Response

  Date: 12/19/2022

  Hello-

  Mr. ********* has been mailed a refund for his security deposit, twice.  The first one returned as undeliverable, I resent again.  As of now it has not been returned. We can issue a stop payment on this check and re-issue, however it was explained to Mr. ********* that there is a stop payment fee that would be deducted.  He did not want that at this time. Until the payment is returned, we are not able to issue without processing a stop payment.
  

  Additionally, Mr. ********* has not overpaid the rent. The rent billed as written in the lease agreement since the lease was continued.  The deposit has been processed for Mr.********* just as the other 2 roommates, there is no overpayment on the account made by Mr.********* to be processed.  Unfortunately, the mailing address that's been provided has caused issues. 
  

  --
  

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

  Property Manager

  Pavilion Properties 

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

  Customer Answer

  Date: 12/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  
  
  We were charged the full rental amount of $3,300 on 7/1/2022, when instead we should've been charged half of that, as per the lease attached, which states that half of the last month's rent is to be pre-paid at move-in time, which we did. We pre-paid half of the July 2022 month (a total of $1,650) in August 2021. The last month of my lease was July 2022. We paid the full amount we were charged, but we were charged wrongly.

   

  Instead of making me and my roommates pay the other half that we owed for July 2022, Pavilion Properties charged us the full monthly rent amount ($3,300) and moved the amount of $1,650 that we had prepaid to the next year's re-lease, of which only *one* of the original roommates was on, effectively forcing us to gift the pre-paid rent of the final month to the next year's leasees. Then they told us to go get it from the new leasees. I did not sign for any portion of my pre-paid rent to be assigned and transferred to the new lease. I am not on the 2022-2023 lease, neither are two of my other roommates who are also owed their share of the rent that they pre-paid.

  
  
  Regards,
  
  **************************

  
  

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date: 8/29/2022 Deposit withheld: $495.00 Address: ************************************************************************* Lease Dates: 08/02/2021 - 07/22/2022 I believe that Pavilion Properties is unlawfully using my deposit to cover the repainting of walls that they do as part of their "routine maintenance" of each apartment in between tenants. Under ******* law, " it is illegal for a landlord to use a security deposit for the purpose of making repairs to the property as part of normal wear and tear, such as carpet cleaning or repainting walls." There is no evidence of excessive paint or wall damage done after I vacated. The only damage that they noted during my move-out inspection was minor "dry wall damage" above the bedroom window where I had a curtain rod installed, which they permitted me to put up. I have included pictures of the condition I left the apartment in. Pavilion Properties has failed to resolve this professionally. They couldn't provide an invoice of the paint job, nor did they attempt to come to an agreement.

• Initial Complaint

  Date:08/29/2022

  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.

  Our experience with Pavilion Property in *************** started out below average. The day my two best friends and I moved into ***************** it wreaked of wet dog because the carpets were soaking wet from their cleaning that morning. There was glass on the porch, many lights didn't work, stains on the walls, mold in the bathrooms, and probably much more that I have forgotten. We were caught up in the rush of the start of our senior year, so we naively ignored these warning signs. During our time there it got worse. The owner tried to charge us for years worth of gas bills that were in his name, which he had forgotten to charge the last tenants for. They didn't respond to our maintenance requests. The stairs in front and back of our house were a clear safety hazard. The people we shared this duplex with found extreme amounts of mold behind their walls which the company never addressed.When it came to the end of our lease term, we were filled with so much joy to finally be done with this company. We realized that they may take a bit from our security deposit ($2,115), but we were not repaired to receive a statement saying that they were taking the whole deposit, and requesting $900 more. After trying to talk to this company on the phone and being basically laughed at, we did find out the worst part of the story... the family that owns Pavilion Properties also owns the cleaning and maintenance "company" that they are "paying" for the repairs (Is this legal?). So basically it's one big scam to steal from college kids, how nice.

  Business Response

  Date: 09/26/2022

  We have received the communications in regards to *********************** concerns, here is our response.

   

  Thank you ***** for letting us know of your concerns and issues. I have reviewed our maintenance records and see all input work orders were completed during your tenancy at ************************; I do not see any work orders in regards to concerns for the condition of the unit at move in or for the safety of the entrance points.  Additionally, I have reviewed the move in inspection and see that the tenants did sign off on the condition in which they received it.  None of their concerns mentioned in this paragraph did they have added to this report.  

  As far as vendors go, as a company we are allowed to hire vendors of our choosing and not that is really matters the parties hired to complete the work are not related or owned by Pavilion.  We do not use contractors that are lying or padding their invoices as implied. The invoices are for work completed in the unit.  The unit did require a full paint in order to be move in ready per the lease agreement.  The tenants are disappointed with the cost to conduct these services.  Parties from this unit have been provided invoices showcasing services rendered. 

   

  Thank you,

  --
  

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

  Property Manager

  Pavilion Properties 

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

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  It is a scam to have have a woman employed by the company overcharge tenants for cleaning and painting. Especially when the unit was a piece of s*** to start. Youll be hearing from a lawyer very soon about our case. 
  
  Until then,
  
  *******************