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:07/09/2025

  Type:Billing 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.

  *****************- Property manager, held checks, delayed deposits on 3 occasions lost the rent check and on 2 occasions deposited/cashed the check but did not apply to ledger. Provided required notice to enter units less than 24 hours often. Never in office during office hours. Wont return calls timely. After 10 years of renting I went to a month to month lease. Property manager tried to rent my unit while I still had a lease. After vacating the unit and leaving it in good shape I was charged excessive fees for items that required replacement after 10 years. Carpet cleanings, blinds and even charged for an accent wall that was a selling point when I moved in back in 2007. Upper management is rude and wont listen to complaints. I have submitted multiple via phone and email. Please note Essence is the third Property owner since my move in. They have been the worse to deal with. Ran in to difficult times after the pandemic rent was paid late, I never missed a pay arrangement always paid as agreed. These folks would hold the check then charge crazy late fees. Water bill in property name but would try and charge late RENT fees for water bills.

  Business Response

  Date: 07/16/2025

  Thank you for reaching out to us and sharing this past residents concerns.
  
  
  We did make several changes to her charges after reading her letter to you and doing some research. The challenge- when a resident does not complete the Move-In check sheet on the condition of the home, per the lease that means everything is working and in excellent order. So, upon move-out then these items would be charged.
  We were able to reach out to past management as we have just taken over this property in 2024 and they were able to confirm some of the painting issues, so we corrected those charges.   This household also did not provide a move-out address, so that slows this process down considerably.
  
  As for the claim of lost checks. We did not lose any checks; we take what is in the rent drop box and deposit them. They were not there. If someone calls and feels a payment is missing, we first ask them to send us receipts- if money orders were used and if a check, we take all of the information and run that information in our system to see if that payment was made and possibly put into someone elses account. We also will check the rent drop box again, if one is not in the drop box, we would suggest that they stop payment and reissue. All of our residents can also pay on-line to avoid getting money orders or writing checks.
  
  This household gave notice to vacate and changed that notice multiple times,negatively impacting the household that was approved to move in. Each time we assisted them and gave them more time.
  
  Our office did email her an updated bill of owing $67 for the broken blinds. 
  
  Warm regards, **** ******
  Essence Property Management, Inc. 

• Initial Complaint

  Date:10/23/2023

  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.

  You are the management company that represents the owner, communications come from you. I was told by the property manager that the increase was to match market value not to accommodate tax and insurance increases. An inconsistency in information from your company. 

  
  

  All of my communications to your staff were factual and professional. I ensured all communication was written so it was documented, I'm happy to add all emails to this complaint. There is ONE message that came across poorly and that was regarding the huge rental increase, which was going to have a huge impact on my life whether I renewed or not.

  
  

  We were made aware that there was a sprinkler system being installed and that there would be contractors on the property. After noticing him looking into mine and my neighbors windows multiple times and taking pictures of my townhouse I reached out to the property manager to see if it was a contractor that she could speak to, if it wasn't I was going to call the police. It was at that point I was told it was the owner. That still doesn't negate the fact the the owner made things very uncomfortable for us, and does not explain his need to be looking in my windows and taking pictures of the front of the townhouse I was in. 

  
  

  Regardless if the owner came from managing his own properties to using a management company, it does not change his discriminatory behavior with messages promoting his religion.

  
  

  I'd like to see the paperwork from your vendor indicating this, as well as any blacklight pictures as proof. I wish this would have been sent already if you had something to refute it with. I am a reasonable person and if I would have gotten that information with the bill this would have drastically changed this situation. 

  
  

  I reached out via email and was told I was not part of an HOA. There is nothing in my lease about an HOA and your company was unable to provide me with any HOA documents or bylaws. Another inconsistency in information from you.

  
  

  s in the unit but were not allowed on the top floor. The carpet in the unit is at least 5 years old and I believe they are trying to get the carpet replaced on my dime due to the owner being upset that I didn't follow his lie. I believe they also want new carpet to make it worth the price they are now charging for rent but the owner doesn't want to pay for it. Additionally, the owner sent out a text message to all residents promoting an event that was being put on by his church. I felt this was exclusive and discriminatory because I do not follow the Christian ***** of his church and responded to his text, professionally, but saying as such. There are some parts of the carpet that are damaged due to my cats (basement stairs and downstairs closet) that I would agree to paying for but to say that 75% of the unit is damaged is inaccurate and predatory.

  Business Response

  Date: 10/25/2023

  In response: this household was aware the rent increases are decided by the owner, not the management company. Some properties are battling significant increases in taxes, insurance and larger rent increases are needed.

  This household was also made aware that the owner and other contractors were installing a sprinkler system for the lawn and upgrading landscaping which required the owner to be near the townhomes as he did much of the work himself. 

  The carpet cost came back over $2100 to replace. The vendor who was installing noted to our Regional - this was the worst urine smell unit they have dealt with. They had to mask up to complete the rip out and then areas on the flooring underneath the carpet had to be treated three times to try and deal with significant amount of urine. You actually were charged less than the 75%. Areas of carpet that we were able to disinfect and save, we did not replace.

  The owner came from the background of running his own properties and now uses a management company. Sharing about events in the area is not something we do and have shared with this owner that only the management company will be notifying residents. If he has something that needs to be shared, he will share it with us. It is a change from managing your own properties and he is adjusting accordingly.

  There is an HOA connected to some of the townhomes in this community. The rule about putting the garbage containers is part of our policy also. It was also part of the **** It is a mess on a windy day when people leave out their garbage containers.

  In closing, our management company has only provided you with excellent customer service, even when your response was very unkind to our staff. The bill you were given stands, and it is important to note that when done with the turn there was areas of damage that far outreached the charges that you should have been accountable for.  That simply can happen, we try to do the best to be fair on any charges.

   

• Initial Complaint

  Date:01/26/2023

  Type:Billing 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 rejecting this response because:  1st off,  I have not spoken with **** regarding any of this nor did I say anything abt paying back late charges. When I was 1st trying to get on HRA I wasn't even aware of the late charges because it was stated my rent was pd thru Feb 2022. ****** sent the amount tho renthelp on my behalf paying me thru Feb 2022. As for the eviction notice, I did not receive the paperwork until well into Jan which I explained to *****. I reached out regarding these charges emailing back and forth with **** and he was very inconsiderate as well as trying to point out an error on his part which he was not even willing to look into. So I had to get copies of everything, from their internet paylease Co. Just so he wld even listen to what I was saying, his response to me being correct was "good detective work". No apology, no thank you. I'm sorry I have been battling cancer, I definitely didn't ask for this and am doing the best I can. As for the eviction , also, it was canceled because they were guaranteed payment, not out of the kindness of their hearts. And yet they continue to charge me late fees waiting for that payment as well. The late charge has been $7 a month but since being guaranteed payment the late fee has increased to $21.00. Not real sure how that works but it seems unfair. I am grateful for the help from ****** filing out the rent help for me beings I was in the heat of chemo and not able to do it on my own. As well as appreciating the help with HRA, BUT that was extremely difficult to get from you and was only a $17 different and has since gone up over $40 with no new lease or warning or anything.  

  
  ouldn't and continued charging late fees for the past due charges.. which none of it is due to rent.. my rent is completely up to date. This past due amount is all late fees due to essence property not giving ** Help RENT an accurate total. They also argued with me regarding a payment they werent giving me credit for. IT took a lot of time to prove to them they were wrong and the response to me was "good detective work" they never apologized for their mistake or thanked me for doing all the work to prove it.. they refused to even look into the matter at all and were incredibly unprofessional and disrespectful throughout the process. The emails I have from them show their unwillingness to be even remotely helpful.

  Business Response

  Date: 02/24/2023

  We apologize that we did not respond within 10 days, we were out of the country.
  
  Late fees are owed even during COVID, even when getting help. The total balance owed when a resident applied for rent help or any assistance always includes any late fees.
  
  Both the resident and management are made aware when someone is approved, the amount they were approved for. This household was approved for assistance 11/2021. If you had an issue with what was paid, the resident should have reached out to Renthlelp we cannot on their behalf, we simply can agree when they contact us that they owe and share the amount.
  
  The resident is responsible for rent, any late fees that occur. If you are able to get assistance that is great, but I do not get to approve that, or approve the amount they pay.
  
  We are aware of the household and her conditions. We lowered rent so she could get a voucher, she thanked us deeply as it would help her significantly.
  She told me when I, as CEO, directly spoke with her that she would work slowly to pay the back balance off. I took her word for this and signed the *** agreement (the sec.8 voucher)
  She has not made payments towards this balance at all and it is getting higher. Eviction notice was sent, she did not respond. Eviction then moved to our attorneys to begin.
  We have pulled the eviction action to once again give her some time, it needs to be paid and there is help out there is she wants to apply for it or as agreed make payments towards it.
  She received late letter each month showing the amount owed,manager has spoke to her many times to remind her to get this paid or work on it and nothing has changed.
  We have not been unprofessional and have never been disrespectful to this resident. We have helped when we could.

  
  *********************, CEO