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Complaint Details
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Initial Complaint
11/20/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
To Whom It May ******** I paid a $795.00 security deposit for the unit I signed through Missoula Property Management in August of 2020. For 3 years, I paid rent on time and took very good care of my apartment. Upon moving out in September of 2023, I was notified that not only is MPM not refunding my deposit, but they are requiring I pay additional fees for damages that I did not cause. I argued that the wall heater was cracked and the floorboards where splintered when I moved in (I had to cover the floors with packing tape to avoid scarring my feet). I appealed this notice from Missoula Property Management twice, pleading that if I had damaged the property, I would have been honest with them. They're still requesting that I provide them with compensation, but as a 25-year-old student with little income, I do NOT feel comfortable paying a business for something that I did not cause, and they ultimately should have been responsible for fixing prior to my move-in date. Any assistance that you can provide me will be greatly appreciated. Thank you in advance for your time and consideration. Kind regards,*************************************
Business response
11/27/2023
Hello,
We have responded internally to ************************ and have come to an agreeable resolution.
Thank you,
Missoula Property Management
Initial Complaint
10/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am being charged $1196.00 for a small dent in a door. The entire door was replaced. The property management company presented the charges after I moved out and have not presented an itemized list of charges or proof of irreparable dsmage to the door requiring $1196.00 in repair costs. Seems to be a money grab attempt to take my entire deposit and possibly more. I have left the state and they know this. It would be extremely difficult for me to come back to the state to pursue this in court. Im hoping to stop this unethical action and help prevent it from happening to someone else.Business response
10/09/2023
Good afternoon,
MPM was notified by the neighboring tenant that ************ damaged his door and door jamb after angrily pounding on the door. The tenant reported the incident to police who wrote up an incident report (attached). ************ was charged for the reported damage, which was a replacement door and door jamb.
Ensuring the safety and security of our residents is of utmost importance and a requirement, by law, for our company. The repairs made were necessary to ensure of the safety of the residents residing in that unit.
Reported:
Tenant:
The door frame to my unit is cracked. I have to push the screws in on the latch plate periodically or the door will not close and lock. The tenant in unit 114 cracked it by pounding on the door. He also put a small crack/dent in the door. I have filed a police report and provide a copy of the report to *************Resolution:
9/15 *** drove to unit and did not get in tenant has a door and thought it would be best if he was there so it's set up for 9/19 to get in and do the work.
9/19 *** drove to unit and looked at the door then drove to H.D. to see if they have that style found it and bought it.
9/20 *** stopped by H.D looked for door parts.
9/21 *** drove to H.D. To pick up the door. Drove to the unit and picked up the paint took door to shop and started to paint.
Came back to shop and painted inside of the door
Then came back and put a second coat on.
9/22 *** put a coat of paint on inside of the door
9/26 *** drove to unit removed door and frame installed the new one had to make all kinds of alterations because how the old had been shortened.Total cost of repairs: $1,196.13
Thank you!
MPM
Customer response
10/09/2023
These are completely false claims in regard to the damage claimed. The tenant filing the claim and the property management say the door was "pounded on." The damages pictured would require a great deal of force. More than alleged "pounding." More like trying to break the door down. Its a matter of physics. The amount of force it takes to break a door frame is a lot. I did not touch that, mans, door at all. Mot once. I dont know if these prople have ever tried yo break a door foen but its not an easy thing. It would take mutiple attempts at great impact. This was not my work. I have examples of my work if asked for.
Customer response
10/09/2023
I would NEVER half way kick down a door. Its not who I am. This is complely bogus. Look at the maintenance report that states the door was replaced. The companj claims the frame was damaged as if someone was trying to break the door down. I have NO reson to persue the tenant in 111 **************, Missoula, ** *****. I have nothing to gain from this person. It does not serve me to persue him in any way other than keeping his self and aggresive angry small dog away from me. Its unfortunate I ever me him/her/she...idk. I do know this is absurd to think I would halfway mess with this guy. This is not what I do. I dont try to kick doors down. If I want uour **** kicked in, it will be done.Initial Complaint
06/13/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
When I moved out of the apartment I hired an MPM Approved cleaning company and an approved carpet cleaner. I paid them both personally. I received a partial deposit. Then MPM deducted both of them from the rest of my deposit and kept the balance as fees. They would not give me the information as to what the fees were. The amount totaled $800.00Business response
06/21/2023
Good afternoon,
************************ was provided a detailed Statement of Deductions from her deposit on November 15th, 2022. It was mailed certificate of mailing via **** to her forwarding address on file (Mill Creek Road). In addition to damages and cleaning, ************************ had a balance on her account for pro-rated rent and utilities, which was also deducted from her deposit, for a total of $826.38 in deductions.
We offer our residents the opportunity to dispute charges deducted from their deposit, which is reviewed by a non-bias committee. ************************ submitted a request for a secondary review of deductions from her deposit. ************* met and offered ************************ an additional refund of $395 to settle. A letter indicating the results of her secondary review was sent to ************************ on December 14th, 2022. The letter requested ************************ to respond by December 21st, 2022 if she wanted to accept the additional refund and if she didn't respond, we would assume the matter was resolved and terminate the case. ************************ never responded, so we considered the case closed and no additional refund was issued.
If she would like for us to re-open her case, please let us know.
Please let us know if there are any further questions or concerns. Thank you! MPM
Initial Complaint
10/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have black mold under our bathroom floor (the linoleum and possibly the wall and behind the shower walls) it has been brought to Missoula Property Managements attention. It stems from a problem we had 4 years ago involving black mold. The maintenance person ***** is anything short of pleasant to deal with. She doesn't understand how black mold works. She just wants a flooring company to put new flooring down. The mold issue has to be addressed! My husband has COPD and I have asthma. My concern is that staying in this unit with the black mold, that it has exasterbated my husband's issues. He's on onygen 24/7. Is MPM responsible for putting us ** in a hotel while they address this mold issue? My next move is to seek legal counsel. Thank you for your time! ***********************Business response
10/31/2022
We have since provided alternative housing for **** and her husband and are actively addressing repairs in their unit. We hope to have everything taken care of as quickly as possible so we can get them back into their home.
Thank you,
*******
Customer response
11/04/2022
Complaint: 18330986
I am rejecting this response because: I am not necessarily rejecting what MPM has offered to do for us. I would like to accept what MPM Is offering us, but with conditions. I would like the mold in our apartment to not only be removed, but also treated as well. I would also like the air tested for mold spores after completion of the mold removal. And I would like all rooms tested for mold. **** travels very quickly and this has gone on for four years. So it's quite possible that the mold has traveled to other rooms. I would like something in writing, stating that our apartment is mold free after the work has been done.
Sincerely,
***********************Business response
11/08/2022
Hello ****,
The work is being performed by a licensed and insured contractor. We will make sure the apartment is safe to return to. I have requested our maintenance team to contact Pure Air to conduct a air quality test after the contractors have finished. The good news is once the contractors began work, the damage is less extensive than we had initially anticipated.
Feel free to contact us through regular email if you have any further questions. We will be happy to answer them and keep you informed of progress, but we prefer to do so through regular means, rather than an outside platform.
Thank you!Missoula Property Management
Initial Complaint
10/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Missoula Property Management withheld a large portion of our deposit unlawfully. While we had a lease that ended 10/15/2022, we were fully vacated and the unit was professionally cleaned by 9/23; all keys were left in the unit. When we put in notice to move out, Missoula Property Management sent us a document stating that all keys to the unit must be returned by 9/30/2022 to avoid additional charges. They then charged us for the first two weeks of October ($580) despite their document stating that we would have no additional charges after 9/30 and they terminated our access to the unit by requesting that all keys be turned in by them. We were also grossly overchared for cleaning and damages ($123 for cleaning, $279 for damages - unit was professionally cleaned and we did NO damage outside of normal wear and tear). We are seeking a minimum of the $580 October rent returned to us.Business response
10/20/2022
************************* and *********************** were on a lease until 10/15/2022, therefore were charged until that date. The unit has not been re-rented so they are not relieved of any days in their agreed term. Attached is a copy of the lease. As for the attachment that ***** has provided to you is a move out guide, the date that is pulled and put on this form is the date that she put on her 30 day notice and the day she told us she would be out of the unit. Turning in your keys earlier that your lease end date does not mean that the rent stops.Customer response
10/21/2022
Complaint: 18240301
I am rejecting this response because:
I was assured twice on the phone and again through the document provided that we would not be charged for rent beyond 9/30. My access to the payment portal was terminated by 10/1 and we were not billed or otherwise instructed to pay beyond 9/30. It was only when I responded to the move-out report and objected to the cleaning and damage reports that they decided to withhold the bogus cleaning/damage charges and an additional $580 for October. This company is known for nitpicking and finding ways to withhold as much of tenants' deposits as they can get away with. I moved into a mess - they did maintenance and "forgot" to have cleaners come in. We had to allow them in after our belongings were there. We did not include every tiny detail of the imperfections of the apartment on our move-in report. However, after paying $350 to have the place professionally cleaned, Missoula Property Management charged us an additional $123 for cleaning fees. They charged us $279 for damages. Some of those damages included a chip on a stove that we did not cause. Damage to blinds that were not done by us. Damage for having to remove a curtain rod that we did not install (it was there when we moved in). We were charged for dust on light bulb, a hair stuck to a wall, a tack hole in a wall and things of that ***** nature. They kept $983 of our deposit and only $12 was legitimate (I replaced burners pan and bought the wrong size). That is our money. We paid our rent early every month. We were quiet, courteous neighbors. We kept the place clean and in good repair. We want our deposit refunded. Again: we were told by phone that I did not need to pay for October. The lease that they site as an excuse to go back on their word also states that deposits are not meant to be used as last month's rent. We paid all of our rent in full, then gave them all of the keys to the professionally cleaned unit by 9/23. We did not have access to the unit after that and the document I provided states that we were to have the keys turned in by 9/30 to avoid being charged for **************************************** does this same thing over and over. Read their ****** reviews or your own complaints. I'm sure you've seen the same thing before. We want our deposit refunded to us.
I've attached photos of the unit from the day we moved in. The photo of the pipes coming out of the walls is to illustrate they type of unit this is - highly imperfect. There's no feasible way to document things that might possibly be deducted from one's security deposit. I've also attached an email I sent to MPM near the beginning of our lease describing the emotional distress of receiving an unwarranted threat of eviction from them (also common practice for MPM) and pictures of injuries I sustained from falling on their unmaintained sidewalks. This occured after telling them I'd already seen others fall. We are grown, responsible adults who've owned properties and do again. We've raised children and live responsible lives. We did everything right in this situation and we want our money that is owed to us. That's all we're asking - for OUR money. Too many others have walked away after being scammed by this company. We will not.
Sincerely,
*************************Business response
11/03/2022
*****,
As previously stated, the date on the move-out packet is the date you indicated you would be moving out and handing over possession of your keys for the move-out inspection. The verbiage you are referring to is on a standardized form and in general, applies to tenants that do not move out earlier than their lease expiration date. Unfortunately, we can not offer you a refund, as you are responsible for fulfilling the term of your lease agreement. If the unit had been rented before your lease expiration we would have refunded any overlapping rent payment due to you, but unfortunately, that was not the case. As for the cleaning, you were notified on 09/26, your inspection had been completed and additional cleaning was needed. We then provided you with 24 hours to return and complete any cleaning items that were missed. At that time you could have completed the checklist that was provided to you by MPM or contacted your professional cleaners and had them go but you opted to waive your opportunity.Customer response
11/07/2022
Complaint: 18240301
I am rejecting this response because:
MPM Responded:
"As previously stated, the date on the move-out packet is the date you indicated you would be moving out and handing over possession of your keys for the move-out inspection. The verbiage you are referring to is on a standardized form and in general, applies to tenants that do not move out earlier than their lease expiration date. Unfortunately, we can not offer you a refund, as you are responsible for fulfilling the term of your lease agreement. If the unit had been rented before your lease expiration we would have refunded any overlapping rent payment due to you, but unfortunately, that was not the case."
We expected to be responsible for the rent through the end of the lease, however, when we recieved notice to have all keys turned in by 9/30 to avoid future charges, I specifically called to clarify this. I was told that I would not be charged for October rent. Additionally, we did not have access to the unit after 9/30 as we were asked to turn in all of the keys. After being reassured that we would not be charged rent for October, those funds we'd set aside were applied to other debt.MPM Responded:
"As for the cleaning, you were notified on 09/26, your inspection had been completed and additional cleaning was needed. We then provided you with 24 hours to return and complete any cleaning items that were missed. At that time you could have completed the checklist that was provided to you by MPM or contacted your professional cleaners and had them go but you opted to waive your opportunity."
What MPM calls a waived opportunity is misleading. We paid a professional cleaning service $350 to clean the unit and all carpets. We walked through it afterward and it was spotless - FAR cleaner than when we moved in. We did so because MPM has a reputation for nitpicking and finding ways to withhold security deposits from tenants. We were told this would happen and it happened to several others that I know. We spent the $350 on cleaning to avoid this. I do not accept being chared $123 in cleaning fees for dust on a lightbulb, a hair on a wall and similar complaints. We left the unit move-in ready in terms of cleanliness and we should not have been charged for cleaning. Upon move-in, the place had not been cleaned and we had to allow MPM's cleaners to come back in after our property had already been moved into the unit. We did not complain nor ask for a discount for this issue.
As for damages, we did not put any holes in the walls. We did not hang curtains. We did not cause a chip on the stove. There are other things listed, but the problem is, by NOT complaining about every little imperfection in the unit upon move-in, MPM has (and commonly does) use any little imperfection to withhold our money (in this case, $279). This unit has open drywall with pipes coming out of the wall, uncaulked bathtub faucet, imperfect window coverings, and minor wear-and-tear throughout. The "trap" is that there is no way of knowing what to document upon move-in, as any and all of it will be used to keep tenants' deposits. I do not accept this.
We were good tenants and renters and we left the unit in move-in ready condition. We did not damage anything. In addition to the verbiage in the document, we were assured that no additional rent would be charged to us after we turned in our keys. We want to remainder of our security deposit refunded to us in order to avoid having to go to small claims court.
Sincerely,
*************************
Initial Complaint
04/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Business response
05/02/2022
Good afternoon,
After review of the condition of the property upon move out, the charges remain justified, however, in an effort of good faith and to come to a possible resolution MPM will agree to refund $220 and write off the balance due on the account of $61.00. The painting and wall repairs were beyond what is considered normal wear and tear and the drip pans are disposable and always replaced before a new tenant occupies the property, as they do not make sense to try to clean.
Please let us know if this is acceptable and we will issue a refund check and credit the account.
Thank you,
Missoula Property Management LLC
Customer response
05/03/2022
Complaint: 17112228
I am rejecting this response because:
I do not agree or understand why am I liable for wall painting and window screen replacement. There were no damages caused by tenant found on the walls or on the window screen. Once again I refer to the definition of normal wear and tear from the Landlords Guide:
Normal wear and tear is different than tenant caused damage. Normal wear and tear occurs naturally over time. Damage caused by tenants is not a result of aging and is a result of negligence, carelessness or abuse. Normal wear and tear is required to be paid for by the landlord and tenant damage is not.
What is wear and tear condition?
The loss, injury, or stress to which something is subjected by or in the course of use especially:normal depreciation
Average Useful Life of paint is 3 years. Fading paint from sunlight and minor scuffing from daily use is Landlords responsibility and tenant is not responsible for painting costs, especially after the unit was occupied by the same tenant for 5 years and 11 months.
Please provide the specific provision of the Lease Agreement and/or Montana law and/or Federal Law justifying your charges.
I consider these charges as a rip off and will proceed with the litigation if the charges wont be justified or explained in your response.
Sincerely,
***************************
Initial Complaint
08/31/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Business response
09/20/2021
To Whom it May Concern,
********* ****** vacated her unit at **** **** ****** **** **** on August 9th, although her Lease Agreement did not expire until September 3rd. Ms. ****** was not charged any additional costs for early termination of her lease agreement. She paid the full month of August on August 10th, which was considered late, therefore, she was charged a late fee in accordance with the payment terms of her Lease Agreement.
MPM conducted Ms. ******' move out inspection on 8/10/2021. Unfortunately, the unit was left in poor condition. Many personal items and trash remained in the unit along with multiple damages, which included a very a strong pet urine odor. Here is a link to the inspection: report: *************************************************************************************************
Just prior to Ms. ****** move in, the carpets had been replaced and were brand new upon her occupancy. Ms. ****** had an ESA (Emotional Support Animal) puppy, which caused the urine damage to the flooring and required us to replace the carpeting at Ms. ****** expense (less one year of use).
Ms. ****** acknowledged in the email below sent on 8/10 that she was unable to remove all of her possessions and adequately clean the unit and directed us to handle whatever is necessary and take it out of her deposit.
********* ******
11:31 AM (1 hour ago)
to Jennifer
Good morning,
I just paid the balance. So to clarify, the soonest the unit may be re-rented is August 15th? Is that when it is put on the market? ? see you guys have something available for 8/26 is that a different unit? I cleaned and removed everything to the best of my ability, but since Missoula doesn't have trash removal services I could only do so much and don't think there is anyone I could hire to do it since I couldn't find anyone while I was there. You can take whatever costs out of the deposit.
Best,
*****
The unit was re-rented on August 25th and Ms. ****** was refunded the pro-rated portion of August rent. The final total, due to the amount of cleaning and work required exceed the security deposit amount, leaving a balance owing of $1,688.91. MPM will gladly work with Ms. ****** on a payment arrangement in house, rather than initiating assistance from a collection agency and have offered the opportunity to her on several occasions.
Please let us know if you have any further questions or need any additional information. Thank you!
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Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.