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:12/05/2024

  Type:Sales and Advertising 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 in beginning of July only lived there for 6 months it was infested with roaches , spiders , I had them spray but they came back because the basement flooded with sewage from the toilets . I had to call the health department they had over 60 violations. My ac pipeline had a leak from the residents above me which their problem wasnt fixed so I reported it before it turned into mold , then black mold . I ended up getting asthma and stomach bug , out in 3 different meds and lost my job because I had to call off from being so sick every week . A rainstorm came my window flew off the hinges like someone broke in they had me wait weeks and put a boarded wood board up on my window like an abandoned house. Now I had to do an emergency move because it was centipedes in my pantry I had to seal my vents to stop German cockroaches from entering . And they never finished the drywall made me wait months , They want me to pay a buy out fee let along with fees that they charged me for a doorknob that was lose I reported it. I have multiple complaints and 30 maintenance reports before things got inhabitable . I have all the ************************ on the business part.

  Business Response

  Date: 12/06/2024

  First, we are always doing everything possible to avoid these situations with our residents.  Unfortunately, this is a complaint that does have another side to the story.  

  The tenant did complain to the ***************** and our company did fix everything that they subsequently cited.  Ms. **** used our work order system may times to cite issues but failed almost 100% of the time to be home for the appointment.  In our maintenance system, Ms. **** responds to missed appointments admitting she forgot about them. Ms. **** moved out of the home complaining that it was taking too long for us to complete repairs, but it came to the point where our selected contractors refused to continue to try when there was no assurance of her cooperation.  

  WILMOTH does admit that it was unfortunate that the resident had some of these issues but we also worked diligently to resolve the ones we could verify.  Some complaints, such as insect complaints, we found by licensed pest control experts to not be valid.  Nothing we can do for a complaint that did not really exist.  

  The address given on this claim is not the address of the rental that a lease was entered into for 12 months beginning 6/1/24.  Ms. **** stopped paying rent November 1, 2024 and has a delinquent balance.  We do offer an early termination offer which is documented in the lease and our website.  Essentially the resident agrees to cooperate while we market the home for a new resident (pay rent and utilities) and pay a one month early termination fee.  Ms. **** did not want to do that option.  The other option (again documented in her lease) is a three-month rent penalty.  Ms. **** vacated the property without acknowledging her actions or choice.  

  Sadly, her actions will require we will charge her for the three months of rent plus the unpaid November rent.  We only were told this week that she had vacated.  Ms. **** had options for how she could end her lease.  The home is habitable and the fact November rent was not paid, and a different address has been used adds more to the idea she planned to vacate no matter what the situation. 

  WILMOTH Group is a third-party management company.  We have a fiduciary duty to the owner of the home Ms. **** vacated.  The owner invested in making the residence right for the tenant and she still decided to vacate with no interest at all in providing a fair settlement.  We expect Ms. **** to now fulfill her contractual obligation.  

• Initial Complaint

  Date:09/12/2024

  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.

  Wilmoth Group ******************* is in direct violation of the IN Housing Law Code 32-31-3-14. I moved out 6/30/2024, the 45 Day Letter with itemized statement of any deductions was due no later than 8/15/2024 to date I have never received the 45 day letter my deposit has not been returned. I sent an email on 8/28/24 notifying them they are 13 days deliquent with providing the 45 day letter, it has taken them 2 weeks to finally respond today only to say "we are still working on it" It has been 10 weeks and 4 days since I vacated the property, and 4 weeks past due for the 45 day letter and they still continue to hold on to my security deposit. As a result of violating the law I am due my full $950.00 deposit. I am not sure exactly why it is that more time is needed when they have already had ample enough time, the home sold, and the security deposit should have been held in a separate account what precisely it is that they are "working on", and why whatever their delay in refunding the deposit should effecting me negatively. I was a tenant at this property from 7/1/2021-6/30/2024, Wilmoth took over property management 10/2021 3 months after my tenancy began and was not even aware I had a $500 pet deposit from my initial lease that I had to bring to their attention as it was missing from my ********* lease renewal they stated they had not record of this when they took over, this information can be found directly on my original lease.

  Business Response

  Date: 09/16/2024

  ************************************* has received her funds.  She also has submitted a request to have this complaint removed.  There were some very unusual circumstances in this case as to who held the funds representing her security deposit.  She is correct in her understanding of the law.  It is unfortunate the funds could not be sent to her within the 45 days but she now understands what were the issues,  And she has received her entire security deposit back.  Thank you!

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  Wilmoth took immediate action with outreach to me upon notification of the complaint and promptly resolved the issue sending the full security deposit via ***** next day mail received on 9/13/24. 
  
  

  Regards,

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

• Initial Complaint

  Date:05/27/2024

  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 mov** into the property 5/24, notic** the hot water wasn't working, call** the emergency maintenance line, on the website it sat** no hot water or working hot water heater is an emergency. Maintenance came out on 5/25 found the issue "hot water, hot water heater ne** to be tur ** around and the elements has to be chang** out". I was text by one worker of Wilmoth Group letting me know maintenance was coming out and reminding me to put the utility bill in my name because that could have been the problem. While maintenance was still in the home he contact** Wilmoth group with his findings, I text** back the one Who sent e the text and ask** how long will I be without hot water, but no response. I call** the maintenance line Saturday evening no response, Sunday afternoon and was told someone will get back with me, after no response I call** back Sunday evening still no call back. Call** Monday morning was told the work order was given to plumbing and they'll reach out on Tues. Call** wilmoth group and sent email expressing my complaint and dissatisfaction with them.

  Business Response

  Date: 06/02/2024

  We apologize for the inconvenience this incident caused you.  I would like to add that the weekend of May 25, 26 and 27 was a Federal holiday weekend.  We actually dispatched a maintenance technician to review your issue over the holiday weekend despite the fact we are clear that lack of hot water is not considered an emergency during the warmer seasonal months.  An inconvenience..yes.  And one we prefer people not incur.  But we actually went over and above by trying to assess if the problem could be rectified or if a specific plumbing related contractor would be required. 

  It was determined that the water heater had failed.  We were able to replace the water heater with a brand new one on Wednesday May 29.

  I do not know how to address the claim disputed amount of $2260.  This event, while inconvenient, did not cost you any money.  We promptly tried to repair the issue and then replaced the water heater just one business day later.  Therefore, no billing adjustment will be granted. 

  We hope the rest of your tenure as one of our residents will be easier for you.  After reviewing this case I do not see how we could have any better addressed the problem.  We are sorry you are not satisfied. 

• Initial Complaint

  Date:05/02/2024

  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 set up about eight tours of properties that were for rent by this company I was told before I even went that if I was denied for one house, the application can be switched to another property. One of the properties we went in, had black mold behind the washing machine in the room with the water heater I found a property I liked I applied I at that rate was told before I applied that I had to register with petscreening.com so I did only to find out that the pet screening website they use charges an additional $30 per applicant And you have to fill out an application for every adult that is in the Home that is filling out an application to live at that rental property and that alone with two people charges 60 bucks well heres the thing the application was only supposed to be for $50 a person now its grown up to $80 per person because of the petscreening.com that you have to register for I was also told that they do not rate your approval or denial on your credit score as long as you do not have for bills like water bill, gas bill electric bill then they would look at your income and your place where you live now a.k.a. your rental history when rental history is given I was told that if you live in a place with a friend or family member that you are paying rent to they will call that person that way they can verify that you are paying them and that you are actually working and not lying on your application about income that person lives with you. Well, I got denied because of my husbands credit scores and for the fact of rental history, even though I was told , that rental history could come through who I live with. I live with my parents and help pay their rent because my dad had a heart attack, causing me to work to help pay their bills to help pay their rent and now you wont take rental history from my parents I was told as a reminder the application could be possibly be switched to a different property. No they wont do that. A denial is a denial.

  Business Response

  Date: 05/08/2024

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

  We are sorry that there was so much misunderstanding in this situation.  In responding we want to let you know we are not able to refund the application fees.  The reasons are given below. 

  1. The payment was made to a third-party service provider called Findigs.  

  2. Before anyone makes application there is a statement right before the button that takes you to Findigs that all application fees are non-refundable.  (screenshot attached)

  3. The page where you must go to make application also includes multiple reference to our rental standards and policies.

  4. The policy you refer to about transferring your application is also screen shot in an attachment to this response.  The policy is for situations where a qualified applicant makes application but does not receive approval for the property (likely due to timing). 

  5. Your comment "told before I even went that if I was denied for one house, the application can be switched to another property" is not attributed to any of our employees.  It seems that without detail as to who told you what we cannot research this claim further.  As you recite it though what you claim is clearly NOT our policy. 

  6. The reasons you state in your complaint are accurate as to the reasons you were denied.  As to paying rent when there is no lease, the typical process through Findigs is to provide a set of cancelled checks or bank statements confirming income and the payment of rent. 

  Again we are sorry that you did not understand all of this.  Our employees are also specifically instructed to refer potential applicants to all of our written policies to decide if they should apply or not.  We specifically avoid giving subjective advise regarding an individual's situation.  In a situation like your we would typically suggest you review policy and decide for yourself if you should proceed.  Without attribution of who told you what you claim it is difficult for us to address this matter further. 

  Customer Answer

  Date: 05/08/2024

  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 

  as far as satisfaction goes to our resolution of this complaint, I am not expecting them to do anything. I just want to be able to have comment posted so that other consumers are well aware off this company and its business practices that way, maybe another person can avoid the fees I was charged and the hassle and waste of time that I went through

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

  
  

• Initial Complaint

  Date:07/10/2023

  Type:Sales and Advertising 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 currently renting a four bedroom house through this company since Ive moved in there has been leakage in the roof and the windows causing me one of my bedrooms to be completely unusable. I have standing water in the bedroom as well as the basement. Theres a really bad smell from the standing water Ive been attempting for over 90 days to have this issue repaired and the property management group continues to tell me theyre waiting on approval from the from the owner. My issue is I dont pay the owner, i pay the property management group and I pay for a four bedroom house when I can only use three bedrooms that is completely unfair, and my living conditions are unsanitary.

  Business Response

  Date: 07/12/2023

  **************-We apologize for the delays in this roofing issue. After discussion with our maintenance department it appears that we have been in discussion with you on scheduling.  I am assuming this happened right after you made this submittal.  If there continues to be any issues please feel free to reach out again.  It sounds like the repairs are proceeding. 

• Initial Complaint

  Date:03/02/2023

  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 signed a lease to rent a property from Wilmoth group from June 1st 2022-June 1st 2023. When I moved into the property on Friday, June 1st 2022, there was only 1 key in the lock box, while I was told thered be 2. The door was also unlocked. As this was a serious safety concern for the residence that Id be staying at I tried to call them twice (to which I received no answer). I then drove 30 minutes each way to visit their offices for the 2nd time in the day where they said it was likely just a mistake by the property maintenance and theyd call and provide closure to the situation that day. I then received no contact from them for a week in which I was still obviously concerned about my safety as I was unsure about the 2nd key for the entire time. They finally fixed this issue, but then on February 7th I submitted a maintenance request about a broken shower. This was only a one-bathroom apartment and the shower was unusable at the time. I was left in the unsanitary conditions for 5 days trying to communicate with the property managers and vendors until they were finally able to fix the issue. At this point, I simply wanted to leave the premise as I felt the Wilmoth Group couldnt guarantee a safe and sanitary condition. They said in order to get out of my lease I had to pay a $500 termination fee as well as the final 4 months a payment. I consistently paid my rent on time, but I dont think they upheld their side of the agreement and they responded with a very snarky we dont think this is applicable in regards to the key situation which I found deeply unprofessional and shows that Wilmoth Group doesnt understand the tremendous importance of proper safety and sanitary conditions for the welfare of their tenants.

  Business Response

  Date: 03/07/2023

  We are sorry for the situation you experienced.  While the situations you have defined are concerning, they do not provide an escape route from your lease.

  We represent the owner of the property and provide a balance between tenant needs and demands and what we can do as the owner's fiduciary.  As your return address identifies, it appears you have gone ahead, without approval, and vacated the property.  In *******, and most ******, the issues stated do not allow a tenant to walk away from a contract obligation.  

  There is really little else we can do.  We offered you an approved opportunity to terminate your lease.  You do not like the terms but that is what we can offer.  You entered into a legally binding agreement and, while we do empathize with the issues you faced, they do not cancel the contract. Nor are we authorized to make such a decision for the owner of the property who is counting on your rent to pay for their investment.