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:12/05/2023

  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.

  The issue involves the fraudulent concealment of mold throughout the entire air and heating unit of the rental property managed by Touchpoint Properties. My family and I moved in on November 29, 2023. Our first night here, we experience breathing difficulties and nose bleeding. During our walk-thru inspection of the home, we noticed what appeared to be black mold on the vent covers to the air conditioning. My one year old moved one of the covers (which she should not have been able to do, but due to the fact that they are broken she was able to) and my wife immediately noticed the extreme growth of mold underneath the covers. This prompted us to inspect the home further for mold. We noticed the popcorn from the ceiling around the vents had been scrapped off and painted over in effort to conceal the mold. We noticed that the walls in the master bathroom had been scrubbed to the point of discoloration. This would also explain why all the carpet was replaced. I have had to endure the expenses of purchasing multiple electronic air filters and prescription allergy medications for my children. My wife and I have both followed Touchpoint's contact policy through the maintenance request portal. The did a lab sample Friday, Dec. 1 and we have not heard back since. Now TouchPoint is ignoring our phone calls and being non-responsive. Today we filed additional notices and are seeking other remedies at this time. Our rent is $2,100+ a month and this is the negative experience we have had in only the first week.

  Business Response

  Date: 12/13/2023

  Good morning,

  We completely understand the frustration of having to deal with this type of issue in a home. Just want to make everywhere aware that this was not concealed. We had no knowledge of any existing mold issue. We have been performing surveys at this property every 6 months and never saw any evidence of this. As soon as this was discovered we sent a remediation company right away who has done everything needed to remediate this issue. There is a vendor in place right now getting the home repaired from all of the demo work. We have placed these tenants in an Airbnb of their choosing. We will perform a follow up inspection to the property once all of the work is completed. All work should be completed by Thursday Dec 14th and the tenants should be able to return to their home. 

• Initial Complaint

  Date:07/17/2023

  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.

  On 07/13/2023, I applied to ***** **************** *********, ** ***** managed by Touchpoint. On 07/14/2023, I was denied based on income. *****************************, advised that they couldn't use my offer letter because I hadn't started the job although I've been working there 11 years and am stepping intone new position with different pay which the offer letter addressed. The date all parties signed the offer letter is the date the contract was executed and the first day of my standing in the position, this is widely known in law. This is not before she requested a offer letter that was already signed to have a wet signature by my supervisor although, I provided the final audit report from we digitally signed it.

  Business Response

  Date: 07/17/2023

  We want to apologize for any misunderstanding. ****** is a new employee that *** not be aware of certain situations during the process. If you would like the refund we can certainly provide that. However, if you are interested in this property and would like for us to move forward I will be happy to forward your information to the application manager and  we will gladly use this as an educating experience for our staff as we really appreciate this feedback which helps us train the staff better. Please let us know which way you would like to proceed and I will have the application department provide your refund. 

  Customer Answer

  Date: 07/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I would like the application processed and I still am awaiting for my tour request to be approved before I can formally accept if my application is approved.
  
  Thank you. 
  

• Initial Complaint

  Date:07/17/2023

  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.

  Patio deck to access my property is way out of code compliance and in violation of building standards. I have requested a repair over 3 weeks ago with no response or effort to fix. I also have minor repairs for example kitchen sink is flooding and overflowing very quickly, the bedroom door does not shut, and freezer is missing a bar that I have had no correspondence for action to make any repairs. Maintenance is included in my rental fees and they are clearly taking advantage. If legal action needs to be made please let me know.

  Business Response

  Date: 07/17/2023

  We completely understand your frustration. However, many times when you have a property that is in part of a *********************** you have to go through certain steps to have projects approved by the **** Many times the repairs for townhomes are completed by the *** the management company which is hired by the *** board. This request and communication can sometimes take longer than we would like. I have researched this case and have found that the maintenance department has already communicated with the **** A new management company has taken over for this community and after reviewing the matter at hand they have advised that they will not be completing this repair for the property it will be the owners responsibility to have it completed. We have spoken to the owner and they have approved the repair. We have contacted the vendor and the vendor was going to communicate with you to schedule the repair. We hope to see this come to a conclusion. Thank you  

• Initial Complaint

  Date:06/29/2023

  Type:Sales and Advertising 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 applied for a rental property (***** **********************************************, ** *****) on this company's website. There was a total of $150 in application fees that we paid. Several days later, we were informed by the company that the property already had an approved applicant and that we we're not able to get this property.We were offered several options that did not work for us, including transferring app fees to some other property and waiting to see if the approved applicants actually took possession of this home.Although it's legal in ** for property managers to keep application fees, we feel we have been mislead into believing that the property we were applying for was actually available.It appears the the practice of this company is to keep unavailable properties on their website, collect numerous application fees from people who have no chance, and keep these fees as an additional profit margin. We want our $150 app fees refunded and we want the company to stop this deceptive practice.

  Business Response

  Date: 06/30/2023

  Good day, I will ask the processing department to make sure that these fees are refunded as if an application is not processed funds are refunded. Please stand by. Once the funds are refunded it will take a few days to show ** in the same account which they came out of. Thank ****

• Initial Complaint

  Date:05/30/2023

  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.

  Shoe rack was stolen by property management. The first pic was taken 6/23 and second pic was taken 6/27, the shoe rack is missing. Also, the side of the bathroom Wall was suppose to be repair last year 2022 and after looking at the pics nothing was done but I made a payment for Touchpoint to do the repairs. I either want to get reimbursed or for them to repair the wall and ceiling in the bathroom. Also the closet door was suppose to be repaired multiple times but nothing was done. For this I would like to be reimbursed or for them to fix the door.

  Business Response

  Date: 05/30/2023

  Hello, *******, TouchPoint Property Management would like clarify the events you are describing in this complaint, in an attempt to resolve this situation and continue with our business relationship.
  Regarding the shoe rack that went missing, we have confirmed that the cleaning crew that was sent to clean walls and remove the tenants trash/belongings, took and disposed of the shoe rack, therefore, as per our conversation, we will reimburse you with 179.99.Unfortunately it is difficult for the vendors to know what is not tenant items left behind. Regarding the Master Bathroom repairs, we can see that a year ago repairs were performed at your property and you were billed for the repairs we will proceed and reimburse you for these repairs, however, please be advised that your tenant reported mold in the master bathroom, and a mold sanitation vendor was routed to remediate. (pictures and invoice was sent in email response)Total amount to be reimbursed is 769.99.Thank you
  
  

  Customer Answer

  Date: 05/31/2023

   
  I am rejecting this response because:
  

  The last pic they were suppose to fix the wall, they basically cleaned the mold but did not fully repair the sheetrock. They used the same sheetrock. I didnt have room to attach pics of the bathroom ceiling but that was  it done. The ****** needs to include $250 and $290. I attached the statements  showing where they charged $290. I also sent screen prints of where I paid the contractor for the same items. The reimbursement should be $1309.99.

   

  
  

  Business Response

  Date: 06/01/2023

  Thank you the amounts were provided by the maintenance department if you are saying that this amount was incorrect and you have a new amount then we are in agreement that the amount stated will be credited to you. Our company will always do what is right for our owners. If the vendor used does not perform adequately we will discontinue their service and seek a reimbursement however, our customers are always our priority. 

  Customer Answer

  Date: 06/02/2023

   
  I am rejecting this response because:
  They are now saying they refunded me but according to the statement I only received $769.99. I am still waiting for them to refund me $540.00. 

  Business Response

  Date: 06/15/2023

  Hello, as a resolution to this complaint, we have submitted a reimbursement to the Customer. 

  The Money for the Shoe rack was credited in the amount described by the customer,  as well, expenses for bathroom sanitation and repairs were also credited.

  per our books:

  The ending balance on May 25 was $265
  we deposited $769.99 for the show rack and repairs refund
  the system held was $235 (500 the amount we should have as a reserve fund - 265 =235 )
  
  
  769.99
  - 235 *********** reserve fund replenish
  -25 Utility Coordination Fee
  = ****** this is the amount we sent
  
  
  What we owed was
  
  
  $1,****** Sec Deposit sent 06/05/2023
  $540 sent 06/05/2023
  

  Only pending is the reserve fund ****** (Will be released once utilities are transferred from touchpoints name to customers name and had paid remaining utility balances.

  Credited amount ******* date 06/05/2023