Complaints

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• Initial Complaint

  Date:05/12/2023

  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.

  We hired Complete Property Management Solutions, LLC (CPMS), to manage a property we own located at **** *** ***** **** ********** ** ****** When our tenant moved out on 12/31/2022, CPMS sent a crew that they employ, to the property and proceeded to bill our account for $1526.87, for un-authorized repairs. CPMS did not gain prior approval for any of the repairs, they just completed random repairs that we were unaware of, and then later billed our owner's account for these un-authorized repairs. We emailed and contacted the owner of the business, **** ******. He informed us that his company did not make enough money from us, and regretted handling our account. We attempted to mention that his business failure to make money was not our concern. And then aggressively bill us. He did refund $ 250.00. Not sure how he came to that amount . We are still due $ 1276.87.

  Business Response

  Date: 05/18/2023

  After a review of the situation, the following have been found, and documentation to support this account has been provided, including emails and agreements between the owner and our company. The owner's expectation here seems to be that the property manager would send maintenance bids to them before conducting work for approval before charges would be applied to the owner. However, our agreement with the owner does not require our company to seek approval for these services and does require payment for services rendered.
  In addition, the owner was kept informed about the process from start to end. The owner requested that our company coordinate any work necessary to prepare the property for market and consistently approved that the work would be done throughout the process. Only after receiving the bill did the owner take issue with our company's coordination and decided to terminate the agreement, asking for a full refund of services rendered. Considering the work was provided to the owner, the owner requested that whatever work necessary to provide new occupancy be done, and contractors invoiced our company for the services rendered; a full refund was denied. We did provide the owner with a refund of $250 as consideration for their frustration as a gesture of good faith. In summation, the owner's desired level of communication was neither set nor agreed upon in their management agreement, and before receiving the statement of the amount owed, the owner did not take issue with the level of communication provided.
  As a company, we stand by the work conducted as necessary for the property's ability to pass governmental inspections, place a new tenant, and see that it was billed at a fair price. However, should the owner provide an invoice from a qualified/certified contractor for the very same services in an itemized fashion, and should this be found to total in an amount less than what was charged to them, we would be willing to consider a credit of the difference in charges as a further measure of good-faith toward their frustration.