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:03/03/2023

  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.

  I have been wrongfully charged $2004.00 for "damages" and "needed repairs" to the unit that I rented from Great Jones ******************* in ************, ******* from February 2021 to February 2023. I received a SODA invoice claiming that I was not going to receive my $731.25 security deposit, and furthermore, I was being charged another $1272.75 for damages. I have also talked to several other former tenants who claim the company wronged them in the exact same way.Among the charges is a $1704.00 charge for paint, which on top of being an outrageous amount of money for painting an 800 square foot apartment, is in direct violation of my rights as an ******* tenant as paint falls under the category of "normal wear and tear." All wall holes were properly patched upon my move-out, and I have pictures to prove this. I am also being charged a $150.00 "Cleaning Touch-Up" fee, which again, should fall under the "normal wear and tear" category. It also appears this company is attempting to charge me, not for damages, but for UPDATES that they would like to make to the apartment. They claim I am responsible for "damages" to the vinyl flooring in the kitchen. Said "damages" are merely nicks in the vinyl, and actually were present when I moved into the unit, per pictures I took at move-in in February 2021. They are now attempting to charge me to replace the entire floor, which also appears to have been installed several decades ago. They are claiming a similar situation with the bathroom walls (I'm assuming this is how "paint" can cost $1704.00.) Most egregiously, they are attempting to charge for a damage that was NOT present in the apartment at the time of move-out. It appears they inflicted some sort of damage on the unit, and are now attempting to place financial obligation for said damage onto me, the tenant. I have attached the document they sent showing the "$2000 worth of damages."

• Initial Complaint

  Date:02/26/2023

  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.

  We rented the home for one year and took very good care of the home. We were told that it could turn into a rent to own. The house ended up having nasty Sulphur water so we did not want to buy even if that was the case of rent to own. When something was wrong or needed fixed you would call the fix it line but it was always, we have not gotten ahold of the owner to approve the fix. Weeks and months would go by. There was also sewer water under the house from a broken pipe and they finally sent a plumber who fixed the pipe and said they would be back to clean out the underneath of the house but they never came back. When we moved out they sent us old pictures of the house that they did not reflect the house as we left it. They are keeping our Deposit of $1,479.00 and want us to pay and additional ******* for window latches on windows that we never opened because they were broken or wouldn't open due to being stuck. Lack of cleaning on their part and to paint the whole house inside. I feel they are charging us for everything they replaced. The water heater was replaced too because when we ran baths the water was black from the water heater. I also think they are charging us for the new front door that they replaced after we moved out that was bad when we moved in and we had them fix it a couple of times but it did not even help. Still had gaps and through out the winter lots of cold air came in. I read the reviews and there should be something we can all do about this and get our Deposit returned to us and drop the extra charge. I have more videos but I don't think it would all load. If I have to pay their bill I will be out $2,566.00 Isn't there anything anyone can do to help all of us ?????

• Initial Complaint

  Date:09/14/2022

  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.

  I submitted a rental application for myself on 8/30 and one for my husband on 8/31 for a total of $106 in application fees. I signed the application agreeing to it being processed within 3-5 business days. With 9/5 being Labor Day, we should have received a decision no later than 9/8. As of 9/14, this company has still not given me a decision or been in contact with me regarding the status of my application. It appears that this company manages properties across many states. Whenever I call, I am told that I cannot be put into contact with the property manager of the property I applied for. I have only ever been able to speak to customer service representatives that tell me they cannot view the status of my application. I continue to get the run around with this company. Every time I call, they say that it takes 3-5 business days to process applications plus a few more days for the leasing agent to review the application. This is not what the statement on their applications say, so this is not what I agreed to. They have stopped replying to my emails. The property is still listed, so they are continuing to take application fees on their properties and not giving people decisions. I would like a refund of my application fees.

  Business Response

  Date: 09/20/2022

  We are very sorry to that you did not hear back from our leasing team. We have issued a refund of the application fees you paid. Thank you for reaching out about this matter, and we wish you the best.

• Initial Complaint

  Date:08/22/2022

  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.

  To start, I don't even know where I should begin other than this is the worst company in the history of rental companies. I have been a tenant for MANY different rental companies across the US, and Great Jones takes the cake for the worst. I've filed not one, two, or three, but FOUR work orders, all of which were in dire need of assistance, and I have YET to hear a THING about any of these. Two of them were pretty serious, like a giant tree limb falling into our yard, onto our neighbors house, and still has potential to fall onto our home, which would be right onto the master. The other serious matter, was the ** unit's drainage piping not having a "P Trap" which is releasing potentially hazardous methane gas into our home, lovely right?! Currently, we've been working our a** off to try and get out of our lease, and we found a couple to take over, which we got an OK from the company- but they keep "losing their applications" which requires the couple to keep reapplying, and they've spent $250 on apps because they've had to apply 5 times!!!!!!I hate this company with a passion- they have made mine and my husbands life a living h*** for the last four months we've been in our house. I want out, but they won't process the new apps for the new tenants, and they said we'd have to pay "lease break" fees since we signed their bull s*** "minded contract"This company has gone above and beyond to break the lease agreements by neglecting us as tenants for so long, and failing to take care of serious matters which they said they would!!!!!!!

  Business Response

  Date: 08/25/2022

  To address the maintenance items first.  The tree limb removal is in process and is being scheduled with one of our vendors to complete.  The work order for the sewer smell in the utility closet was placed on 4/28 and then was canceled by the resident on 5/1 stating it was no longer an issue.  
  
  The resident is attempting to have someone take over their lease.  We do not allow sub-leasing, so the future resident would have to be screened and added on prior to the existing resident being removed.  In this instance, only one of the future residents completed their applications.  The other had not despite us resending the information numerous times.  This process cannot move forward without having the co-applicant complete their application.  Additionally, this home is now being managed by a different company who has taken over resolving this matter for the resident.   

  Customer Answer

  Date: 08/25/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The response given by Great Jones is not true and a lie- I never canceled the work order regarding the sewer smell. I didnt message them and I didnt call to cancel it. Nobody ever followed up or came out to my house. I have spoken to someone from great jones ONE time out if the million times I called them. Nobody ever answers them you get disconnected at 11 minutes of just ringing and ringing. Nobody has even called regarding the tree limb. We had to take care of this OURSELVES even though the tree could potentially fall again, and it would be right on top of the home. 
  As for the change of lease and roommates, never once did we talk about subleasing I have all of the documentation to prove that. I was told we CAN have someone else take over our lease. So a couple has applied multiple times, and the company keep saying there is steps that need to be completed still, yet I have seen with my own eyes, no further steps have been sent. Both of their applications have been submitted and I have proved that too. 
  ALSO- reading their response is the first time Ive heard that another company is now in charge of our home? Great Jones is the company still responding- IF Im lucky to get a reply. They dont even respond to their tenants, look at their awful ****** reviews. and not once have they told me theyre done helping me. What does this even mean. Now I have to have this couple reapply for a 5th and 6th time?? Theyve already paid multiple times before. I dont care to sublease. I want out of my lease. I dont care about the contract we signed because all thats been happening is an endless cycle where we as tenants, are being treated like s*** and Im done. Half the house is falling apart and they could care less because theyre a money hungry terrible company. So no, I dont accept their sorry a** response. They need to let this couple in the home, learn to reply and tell us what steps are missing, or let my out of my lease. I refuse to pay a company who is allowed to treat their tenants this way. 
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 08/30/2022

  Per the recorded call with ******* on 5/1/22 @1:47pm, you did state that you took care of the issue on your own and confirmed that the work order could be canceled. We are sorry to hear that the people who wished to take over your lease had issues completing the application. However, as mentioned previously we no longer manage this property and cannot let you out of your lease as you are requesting.

  Customer Answer

  Date: 08/31/2022

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]

  
  Why is this idiotic company responding like this is an email thread? Great Jones and Streetlame homes is the same awful company using a different name. Either way, in the last week since Ive filed this complaint, great jones has failed to answer any emails so has this new company theyre both bots and this is going back and forth. I hope this company gets shut down, if it doesnt happen soon its eventually going to blow up, lol. 
  whatever, this is a joke. This company isnt sorry for a god **** thing. They take peoples money and then s**** them hard with it by giving the worlds worst service. 
  
  Regards,

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

  
  

• Initial Complaint

  Date:08/15/2022

  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.

  My daughter put in an application on 6/19 and as of today 8/15/2022 still has heard nothing back all they say is it has been sent to a leasing agent ... Which it has been way to long for them not to have a yes or no answer, if they can't give answers in a timely manner they should not be able to take ppl money and not return it cause they don't feel like it

  Business Response

  Date: 08/23/2022

  We are very sorry to that you did not hear back from our leasing team. We have issued a refund of the application fees you paid. Thank you for reaching out about this matter, and we wish you the best.