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:12/06/2024

  Type:Order 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.

  Ive dealt with this company as my property manager for 2 years and not one time in those 2 years have they answered the phone when Ive called. The most unprofessional and careless people Ive ever worked with.Most recently, I submitted a maintenance request for a broken window thats causing the cold, December in ******* air to be let in while my floorboards work overtime to compensate. No communication back after multiple emails and phone calls. And now theyre seemingly breaching contract by neglecting proper maintenance and fostering an unsafe living condition. Guess what.. they still dont care.Terrible company that deserves an F- BBB grade

  

  Business Response

  Date: 12/22/2024

  We are aware of the maintenance request for the window. The window has been ordered and we are waiting on scheduling from our vendor to install. In the meantime, our maintenance team has been on site to secure the window and seal it until the new one can be installed. We are actively communicating directly with the resident about scheduling with the vendor. 

  Customer Answer

  Date: 12/29/2024

  This case has not been resolved like the company said. No one has come to seal the window and no one has been in contact with me at all. Its now been over a month of cold air leaking into my apartment and Im expecting my ***************** bill to be through roof. I would like to be compensated from the property managers for neglecting this issue.
  
  Thank you,
  

  
  

  

  Business Response

  Date: 01/13/2025

  This issue has been resolved directly with the tenant. The window has been secured until the vendor can install a new one. We are waiting on scheduling from the vendor. The resident has been updated on timing. He was provided a rent concession of $250 and a full reimbursement of **************** bill. 

• Initial Complaint

  Date:07/26/2024

  Type:Billing 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.

  I am the parent of a student at ************************ who rented from Luna Properties from May of 2023 to June of 2024. I was his cosigner and I paid his portion of the rent each month as well as his half of the security deposit ($1100/2200). My concern is that, at move out time, he and his roommate were charged a total of over $900 for assorted fees. Some of them were very legitimate (among these $160 for professional carpet cleaning, $125 for maintenance, which was patching 8 nail holes and replacement of the refrigerator water filter). My concern comes when another $400 was charged for additional professional cleaning. I realize college kids can be messy, but these kids weren't, and I flew to ******* from ********* spending two days cleaning the apartment myself. When this additional charge was assessed, the manager sent me pictures of a speck in the microwave and water spots on the faucets (there was no water softener). Additionally, they boys were charged a 20% handling fee (no idea what this was, nor would they explain it) and a $40 billing fee. Also, frustrating was that we were charged to pay his rent each month. I understand a credit card fee being assessed is now common practice, but to also charge for direct debit from a bank account? There was no way to pay rent without being charged. My frustration is with the vague cleaning fee, the handling fee, the billing fee, and the monthly charge to pay rent.

  

  Business Response

  Date: 08/21/2024

  Can you please provide more information? What is the property address so we can better research the history? We do not have a *********************** on file moving out June of 2024. 

  Thanks,
  *************************

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22049829
  
  I am rejecting this response because:  respondent requested additional information/address.

  Address in question:
  **************************************************

  ******'s name is *********************.  I, ***********************, am his parent, cosigner, and the person who paid 100% of his security deposit and rent.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/23/2024

  Thank you for verifying the property. 

  First and foremost, any fees charged for processing direct deposits are issued directly from the property management software/company we use to process online payments. That is not a charge that is generated from our company. 

  The handling fee is an additional charge added to the cost of coordinating maintenance services, such as cleaning and repairs, needed for your rental unit. This fee helps cover the administrative and logistical costs associated with organizing and managing these services. As an example, coordinating with contractors and service providers, additional inspections, scheduling and overseeing the completion of maintenance and cleaning, and processing invoices and payments related to these services. The additional charge is 20% of maintenance and cleaning services. Supplies are not included in this fee. 

  Finally, I have reviewed the move out inspection report. There was additional cleaning needed for the following items. 

  1. The range was not clean. 

  2. There was hair on the toilet. 

  3. Microwave had not been cleaned. 

  4. Dishwasher was dirty. 

  5. Food in the kitchen sink drain.

  6. Water dispenser on the fridge was dirty. 

  7. Water stains in the bathroom tub. 

  Our cleaners will go in and sometimes do more work than what was requested. In reviewing the correspondence between our office and the 3rd party cleaning crew, we can understand the confusion you may have, but we are willing to refund the handling fee and 50% of the cleaning charges based on the additional cleaning still needed. We will refund $240.00. 

  Thanks,
  *******

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/23/2024

  Hello:

  Regarding complaint #******** with Luna Properties: in the complaint, Luna Properties offered a partial refund of the disputed security deposit balance.  I accepted this but I have not heard from them since and it has been a month.  Is there a way to follow up on this?  

   

  Thank you.

   

  **** *******

  

  Business Response

  Date: 10/01/2024

  I just need to verify the address to send the $240.00 reimbursement. 

  Thanks,

  *******

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22049829
  
  I am rejecting this response because:  Respondent requests address verification:

  My address:
  **** *******

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

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

   

  if Respondent prefers to send check to original tenant, I am fine with that too (either is acceptable to us).  Thank you,

  *** *******

  ********************** 

  Bozeman, MT 59715-

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/15/2024

  Type:Order 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.

  I am writing to file a formal complaint against my landlord, Luna Properties, regarding their handling of my security deposit for the rental property located at *********************************************** Upon vacating the property on 5/31/2024, my landlord scheduled the move-out inspection during the last day of our tenancy without attempting to coordinate or accommodate our availability. This scheduling oversight prevented me from participating fully in the inspection and addressing any concerns regarding the property's condition before finalizing our departure. Prior to moving out, I ensured that the premises were professionally cleaned at my expense. Despite this, the landlord has withheld $930 from my security deposit for cleaning expenses. However, they have failed to provide a detailed itemization or checklist outlining specific areas requiring re-cleaning or any deficiencies noted during their inspection. This lack of documentation and explanation makes it difficult for me to understand the basis for such deductions. Furthermore, I was not given 24 hours to re-clean the unit after the inspection, as is standard practice, to address any specific cleaning issues that *** have been identified. Additionally, the landlord has deducted a 20% handling fee amounting to $193 from my security deposit. According to Montana law, deductions from security deposits must be reasonable and supported by evidence. The imposition of a handling fee without adequate explanation or justification appears to be in violation of the Montana Residential Landlord and Tenant Act. Given these circumstances, I am requesting the immediate return of the full amount of my security deposit, totaling $1,123. The lack of proper documentation and justification for the deductions necessitates this request.

  

  Business Response

  Date: 07/26/2024

  The move out inspection was scheduled with the tenant for May 31, 2024. We did provide an opportunity for the resident to be present at the move out inspection, but the resident was unable to meet the time, despite **** providing the schedule well in advance.
  
  A 24-hour notice was sent via email after the inspection on May 31, 2024, with a copy of our cleaning checklist. A **** representative, *********************, sent the initial email and corresponded in several emails with the resident about specific details of additional cleaning items needed like cleaning the blinds, wiping down windowsills, cleaning the interior of the oven and dishwasher, removal of personal items left behind, baseboards wipe down and cabinet wipe downs.
  
  The resident did respond to our correspondence and returned to the property to complete the additional cleaning. With that said, a professional third party cleaner was hired to finish the cleaning that remained after the additional cleaning was completed. 
  
  However, after further review of the photos and correspondence with the resident, and recognizing the residents efforts to comply with our cleaning requests to the best of their ability, we are in agreement with the resident and will be refunding the cleaning fees and handling fees withheld from the security deposit.

  Customer Answer

  Date: 07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I disagree with the details provided in this letter about communications, however I am satisfied with the resolution to return the remainder of the security deposit. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/10/2023

  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.

  In December of 2022, I started a lease for an apartment managed by Luna Properties and paid a security deposit and an additional pet deposit for both (2) of the animals living with me. The deposit rate was $500 per animal. During my time as a tenant, I adhered to all policies and requests made by ****. When my lease ended and I vacated the apartment the incoming tenant paid his security deposit to me for the apartment but not for the animals due to the price discrepancy. When I contacted **** for my pet deposit, they reported the new tenant was supposed to pay the full deposit for 2 animals rather than 1. In the lease they provided him however, the expected deposit only reflected one animal. I have not been provided with a return deposit or a reason why the rental company felt it necessary to keep the deposit. When I contacted them to return my deposit, I was told they could not because their systems would not allow them to and I needed to request a $1000 deposit from the new tenant rather than him paying the $500 deposit reflected in his lease. When the new tenant contacted the rental agency he was told he would not need to pay any pet deposit because the original pet deposit I paid, covered his animal.

  

  Business Response

  Date: 10/29/2023

  Hello- we have reached out directly to the tenant to resolve the refund for the pet deposit. While it is company policy to not refund security and pet deposits on roommate exchanges (and communicated to all parties prior to exchanges that any deposits are settled between tenants moving in and out), in this case the tenant vacating had 2 pets and the tenant moving in only had 1 pet. Therefore we can refund the tenant moving out for the 1 pet. 

  Customer Answer

  Date: 11/05/2023

   
  Complaint: 20718514
  
  I am rejecting this response because: the stated response is not what was relayed to me when **** reached out. They conveyed to me that I could not do a roommate exchange when I moved out then identified it as an exchange after. When I spoke to them after filing the complaint they again said the roommate needed to pay for both animals and that they would convey this to the tenant. His lease does not reflect that amount and their response here does not reflect a plan for refunding a deposit to me. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/28/2023

  Hello - have reached out to ************** to confirm her mailing address. We will be returning the full pet deposit of $1000.00.

  Thanks, Shannon 

  Customer Answer

  Date: 12/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/09/2022

  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.

  Luna Properties LLC took our entire deposit ($1750) upon moving out after living at ******************************* for three years. We have tried contacting them to dispute the charges, but they have ignored my roommate and me. I have attached the documentation showing the charges and a letter we sent in response.

  

  Business Response

  Date: 09/02/2022

  ******:

  You were provided a move in inspection report at the start of your lease. After review of your move out inspection and photos of that inspection which clearly show the cleaning issues,  the property was not returned in good condition. Pursuant to MCA *********, we provided 24 hours notice with a cleaning check list of items that still needed to be completed. This was your opportunity to clean the property and bring it back into good condition before we hired a professional cleaning company. The cleaning was not completed and therefore a professional company was hired to complete the work. 

   

  Thanks,

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

  Owner, Luna Properties, LLC