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:07/21/2025

  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.

  Back on May 1st, my gas was unexpectedly shut off by ************* due to unusual activity. After calling them, a technician was sent out and discovered that the furnace in my rental property had been running non-stop because of faulty wiring. Because of that, both my gas and electric bills for that period were massively inflated about $500 over what I normally pay.When I brought this to the attention of my property manager, Total Real Estate, they initially seemed cooperative. They asked for full documentation from the utility company, which took time to obtain. I complied with every request they made, including providing the original high-usage statement, usage data, and a follow-up bill from the month after the repair to compare normal consumption.I sent all of this to them by mid-June. It is now late July and I havent received a single response since. Theyve gone completely silent, and at this point it seems like they are avoiding the issue in hopes that Ill drop it.Ive tried being patient and cooperative, but its been nearly three months since this issue started, and Ive been out $500 while being completely ignored. I'm not trying to cause trouble I just want this resolved ********* of now, Ive given them written notice that I will not be renewing my lease, and the property will be vacated by August 1st.

  Business Response

  Date: 07/22/2025

  This issue has been resolved.

  Customer Answer

  Date: 07/22/2025

   
  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:01/27/2025

  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.

  The business lied about amount of repair and made up repairs as well as charged for conditions property was in on move in report. The employees were deceptive in information and after all of that they still filed to put on credit and not return calls

  Business Response

  Date: 02/11/2025

  Good morning,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised.
  Upon review, we would like to clarify the following points:
  
  1. The former tenant has not contacted our office within the past 30 days to discuss any concerns related to the property or their security deposit. Our leasing department, consisting of three employees, has not received any communication from the tenant.
  2. The tenant's initial security deposit totaled $2,300. However, upon move-out, there was an outstanding balance of $2,143 for the last month's rent, which was applied to the security deposit in accordance with the lease agreement.
  3. Per the terms of the lease, the tenant was required to provide receipts for professional home and carpet cleaning upon vacating the property. As these were not provided, a charge of $523 was assessed for cleaning services.
  4. Additional charges totaling $2,780 were necessary for property repairs and painting due to the condition of the home upon move-out.
  
  We have attached a copy of the Security Deposit Transmittal and documentation, including photographs of the property's condition at the time of the tenant's departure, to support our claims. If any further clarification is needed, please do not hesitate to contact our office. We are committed to resolving this matter professionally and transparently.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22863177
  
  I am rejecting this response because: Firstly for further dishonesty and Intentionally misleading The Tenant and 3rd parties such as BBB attached proof shows multiple calls, letters, certified, letters and emails have been sent to Property manager, Property Owner, and 3rd party companies, used by the Property Manager.
  In response to claims:
  On lease move in property manger was notified that home was not professionally cleaned and they refused to clean home. Cleaning company was hired to clean on move in as well as cleaning was completed prior to move out. See photos. More available at request.
  Upon move in inspection report: home was noted as not fully painted. See photos. More available at request.
  Emails claim from property manger show we were given approval to move out. 
  Property manger did not schedule or meet the tenant upon move out. Then they claimed damages that were not present at move out and billed the tenant without returning, call, emails, or letters. 
  Still to date they have had not communication to the tenant at over 300 days. The only communication received is this indirect response to through the BBB complaint with no information or explanation to the discrepancies in the report and it charges and the lack or accountability to the companies employees and their directions as representatives for the company.
  The tenant has went far above and beyond to communicate with the property manager and the lack of their communication strongly suggest a lack of care to resolve any issues as well as possible knowledgeable guilt in the actions. 
  More documents are available but max upload is 5 attachments at 8MB.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/14/2025

  Hello, 

   

  We have no further comment for this complaint at this time. We have presented all the facts in our previous response. 

  Customer Answer

  Date: 02/17/2025

  How I'd it a good faith response if.  The business said we did not contact them and we prove we did contact them and they made not effort to clarify our rectify the error in the reporting? 

• Initial Complaint

  Date:08/09/2024

  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.

  My issue with Total Real Estate is the deception practice with security deposits. I recently moved out of one of their properties. I received a statement on 6/23 of additional fees owed with no date given for payment. I have now been sent to collections with a ****** fee added. I spoke to the collector and they won't give me information I was told to call Total Real Estate. They won't talk to me either. I also dispute the additional charges but they won't talk to me about this either. While living in this property we went three ******* with no air conditioning with a senior and two children living in the house. The place is run down and they are slow to fix issues.

  Business Response

  Date: 08/21/2024

  To Whom it May Concern:, 

  
  In regards to the complaint that I received the following is my response:

  Per the documents that are attached the tenant was charged for maintenance and repairs, cleaning, landscaping and a broken garage remote. 
  
  Per the lease agreement the tenant is responsible for landscape upkeep, home cleaning and carpet cleaning receipts upon move out and return of all keys/remotes.   At the time of move out tenant failed to return one of the gate remotes in working condition and did not upkeep any landscaping along with returning the home in dirty condition.

  
  The total amount for repairs was $6,325 - Owners responsibility was - $3,820 ; Tenant's responsibility was - $3,105. After utilizing the tenant's security deposit there was a remaining balance of $1,055 that the tenant owes. Please refer to the attached security deposit transmittal for your reference. 

   

  Regards,

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

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22118832
  
  I am rejecting this response because:
  

  In response to the charges incurred at the property located at ***********************************************************************, I dispute the following charges incurred on the move out of said property. Before I detail the individual charges that I disputed, the Total Real Estates response leaves out a lot of context and significant details.
  
  Patch up whole wall and ($550)   The description is unclear as to what wall and work was involved. When tenants left, all nail holes had been filled as required by the move out instructions. No other holes or damage were left behind. One section of a wall in an upstairs bedroom was unpainted but that was due to a prior maintenance issue being unfinished. Several mentions of bad paint and patching in the move-in checklist. (See attached Maintenance Request #*****-1)
  Install ceiling light glass cover ($70) There are 3 invoiced on the list. The one in the upstairs closet was known to be broken and not in dispute. The other two are questionable since no details are on the invoice. If one is the laundry room, this again is an unfinished maintenance request. (See attached Maintenance Request #*****-1, Maintenance Request #****-1, Maintenance Request #*****-1) A leak from the ** overflow had caused damage to the upstairs bathroom and the laundry room. While the bathroom was repaired, nothing was done in the laundry room. As for the third ceiling light cover, the only other one that tenant is aware of is the one outside the two smaller bedrooms. If that is the case, this was noted on the move-in checklist and should not be charged to tenant. (See attached)
  The kitchen sink has a hole, install ($25) Tenant is not aware of any hole being in the kitchen sink and disputes this charge.
  Replace A/C filter 20*30 ($40) Tenant disputes this charge since tenant replaced the filters at the time of the move-out cleaning. Also, shortly after move-in, a maintenance request was put in for ** not working. Due to multiple issues with the ** unit filters were changed frequently.
  Repair and install guest bedroom ($45) Tenant disputes this charge due to the vagueness of the description. What exactly was installed?
  Replace bedroom closet sliding ($30) Tenant acknowledges that closet doors were left in the garage but this is due to a maintenance issue noted on the move-in checklist that was never repaired. (See attached)
  Cleaning charge ($380) Tenant followed the move-out checklist themselves, ensuring the residence was cleaned including having carpets shampooed. (Total Real Estate has receipt for carpet cleaning) In the move-out checklist, there is no requirement to hire professional cleaners. Also, multiple cleaning issues were indicated on the move-in checklist. (See attached)
  Garage remote not working ($80) Tenant returned 2 garage remotes, both in working condition with batteries replaced prior to returning. Its also noted that tenant was given one remote on move-in per the lease agreement (Lease agreement section 12. Cards and Keys).
  
  
  Collection fee ($527.50) Tenant disputes this charge as well as being sent to a collection agency so quickly. The initial Security Deposit Transmittal and invoices were received on June 23, 2024. There is no date indicated or number of days for payment. There was also no follow up communication from Total Real Estate, instead an invoice from Armada was the next communication. It was relayed to tenant that a collection fee was indicated in the lease agreement but there is no such fee detailed in the lease agreement.
  
  All total the disputed charges equal $1220 for damages, repairs and cleaning to the residence and $527.50 for the collection fee for a total of $1747.50. Tenant feels that $1885 for damages,repairs and landscaping is the correct total and totally in line with the condition of the property when tenant left. After taking into account the security deposit of $2050, tenant would be owed $165.
  
  As detailed above, there were significant details left out of Total Real Estates response. Their security deposit form was full of vague descriptions and I realize that this could be seen as a we said/they said situation. However, if you look at other reviews of Total Real Estate on ******* Yelp, and even the BBB, you will see that there is a common theme of them charging vague services or damages, especially cleaning, even when the renter provides proof that those services were not necessary.

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

  Business Response

  Date: 08/26/2024

  Our previous response is the owner's final position and no further response will be forth coming. 

• Initial Complaint

  Date:11/10/2023

  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.

  I have rented a house in ********* ** since August 2023. Based on the Lease Agreement, landlord takes care of the internet to the *** Business each month, I paid $100 to the landlord for the internet that is included into the total rent ($3214). On October 12, the internet service suddenly stopped due to the landlord didn't pay the monthly fee to the *** Business. We had not had the internet service for over three weeks. Since I had worked from home, it caused me almost to lose my job due to the impact of national security tasks since I have worked on the top-secret project for ******************* I need the internet every minute to do my job and provide critical military IT services and support.The poor attitude & unfair handling of the property management company (aka **** -- The Total Real Estate of Navada) directly caused huge frustration and emotional damage to me and my family. Up today (11/9/2023), it has not provided any reason or explanation or apology (for the incident of internet outage) to me and my family. Instead, it returned my check and charged me a late fee ($154.75). Falsely prosecuted me not pay the rent. My bank sent my check on 10/27 and it got returned on 11/3. Please see two attached screenshots from my bank statement. So, the fact is I paid rent on time and was never late. The only thing is the solution that I provided the **** didnt take it. I deducted all the internet charges $400 from August to November *************************************************************************************************************** explanation. The **** sent me a notice today (11/09/2023) and requires me to pay the total amount of November rent is increased to $3268.75. This is a false accusation because the **** dissatisfied the amount of my check. I paid the rent on time (10/27/2023) and got returned (on 11/3/2023) doesnt mean I didnt pay the rent.Therefore, I am looking for a fair reasonable solution and justice to get this issue resolved.

  Business Response

  Date: 12/08/2023

  This issue has been resolved and the owner and tenant are both satisfied with the resolution. Please see the attachment of the tenant's ledger with the half of the month charge for internet returned back to the tenant. 

  Business Response

  Date: 12/09/2023

  This issue has been resolved and the owner and tenant are both satisfied with the resolution. Please see the attachment of the tenant's ledger with the half of the month charge for internet returned back to the tenant. 

  Customer Answer

  Date: 12/10/2023

   
  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:07/22/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 were charged move out fees that we feel were not applicable. We were not allowed to be present at move out inspection. Carpets were not cleaned for our move in and we were charged for cleaning, repairs, and urine treatment. We never had a pet, and we had to remove the pet f**** all over the back yard when we moved in. We were told to return the keys on our move out checklist, which we did, and then we were charged for a new door lock that wasn't on the move out checklist . We were charged for repairs on the sprinklers that the management's contractor failed to repair. We were charge for made up plumbing problems. There was broken glass, dirt, worn grout and caulk on our move in, We were asked for a receipt for cleaning, then charged $190 for cleaning because the cleaners forgot to clean the lint filter of the dryer and wipe the dust from the barrel of the washer and from the windows (See Total Real Estate response dated 7-21-2023). They charge $100 service fee each time you call for a pair, yet EVERY repair company they sent out stated that they don't charge a service fee.

  Business Response

  Date: 08/07/2023

  This property is not managed by Total ******************** LLC

  It is different management company.

  Thank you,

   

  Business Response

  Date: 08/07/2023

  We have no record of this tenant and he did not give a property address.

  Business Response

  Date: 08/07/2023

  Actually we are NOT Total Real Estate as listed on the top of his submitted documents. We are Total ******************** This is not us and we have no relationship to this company.

  Customer Answer

  Date: 08/08/2023

  Our complaint is with Total Real Estate of Nevada. 

  The property was turned over to us not cleaned. When we complained, they sent the same cleaning crew back for us to tell them what to clean. They were so rude and mad at us and were re-cleaning with no effort, so we had them leave and cleaned the house ourselves before we moved in. This was told to our property manager on the phone. The fridge, kitchen, stove, hood, windows, carpets, etc. were NOT cleaned as evident in the 200+ photos we submitted to them upon moving in. They asked us for an invoice for our cleaning at move out, which we provided. They want to charge us $ ****** to clean a washer basket, a fridge top and some windows that were dirty when we moved in, NOT ACCEPTABLE! The carpets were not cleaned when we moved in. We should not be charged for cleaning them. The previous tenant had a dog, as evident from all of the f**** WE had to remove from the yard. WE provided photos of the stairway carpet damaged from a dog chewing on it. THEY charged us for the carpet cleaning, the repair, AND URINE???? We didn't have a dog, or ANY animal whatsoever, in our home. That is a combined $255.00. That is $345 so far. $80 for a garage remote, when we provided 2 brand new working remotes. $100 to repair sprinklers their contractor repaired. That is up to $525.00. Then they charged us $85 for a new door know. Why, if it had the same door k*** they supplied when we moved in and their was no photo or mention of any damage. They refused to allow me to be at the closing inspection/walk thru. They didn't want me there because I am a Site Inspector for a living, so I not only pay *************************, but I MADE SURE to turn the home over to them in better condition than they gave it to us in. They cannot just make up a bunch of stuff to keep our deposit. Can we go back and contact ALL of their former tenants? Maybe they would enjoy seeing us get so angry that we start a class action suit. Imagine if they have 100 tenants per year they take $1,000 from each year for the last 10 years, that's $1M of stolen money. I would love to see the punitive damages for that.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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've recently entered into a rental agreement for a property managed by Total real estate of Nevada (Sept 2022). On the second day of occupying the property we had a sewer stoppage that caused excrement to be spread over the front yard. we noticed the sewage backup in the yard Sept 10 around 2pm. At this time we attempted to contact Total Real estate. Because this was on a weekend we were forced to contact their after hours emergency line. We received no response from the management company. It wasn't until the multiple calls and emails the following day we were able to reach them. We were told they were "looking into it" multiple times Sunday Sept 11th. The total management company after multiple phone calls stating they were contacting the home builder, contacting the Property owner, contacting the property managers' boss, and finally blaming the blockage on renter negligence all while offering no resolution. At 8pm Sunday night because I wasn't given any assistance from the Total Real estate I contracted a plumber on my own dime($500). I felt like I had no choice I have three small Children I needed to get ready for school the following day.Thirty days later we had another sewer blockage with excrement on the front lawn again (October 13th). Again we attempted to contact the property management company. Total Real Estate didn't respond to our multiple attempts to contact them over multiple days. This time we contacted the health department which was critical to getting the property management company to act.The third occurrence of the sewer blockage November 23rd (the day before Thanksgiving). we attempted to contact the property management company using the proved emergency contact email again the morning of November 23rd. To this day we have received no response from the property management company.I am so frustrated I feel like there is no concern for the wellbeing of the renter. I'm not sure what recourse I have in this situation?Please Help.

  Business Response

  Date: 12/13/2022

  Here's a summary of the events.  Since this was a brand new/never lived in home, the builder, KB Homes, was responsible for replacing the sewer line.  Here's a timeline of the events:

  
  09/11/2022 (Sun)
  Tenant called Emergency Phone and stated that the downstairs bathtub was backing up when a toilet upstairs was flushed.   Sewage/ trash was coming through the downstairs bath tub.  Since this was a brand new, never lived in home we immediately filed a claim with the builder,  KB Homes, for an emergency.  KB went out that same day but found multiple paper towels in the sewer line and denied the repair request stating the tenant would be fully responsible.
  
  09/14/2022
  Tenant sent us their plumbers invoice and updated the pictures
  
  09/15/22-10/13/2022
  KB kept ignoring our communications stating that the sewer line was faulty but they never responded. 
  
  10/13/2022
  Tenant reported sewer back up again and reported the matter to SNHD.  Owner agreed to send Ultimate Choice to unclog the pipe and remove the damage rock the same day.
  
  
  11/17/2022 
  KB finally contacted us and stated a plumber will go out to replace the sewer pipe on 12/01/2022 between **** am.
  
  
  11/23/2022
  Tenant called the Emergency Phone and said they had no running water.  We placed a call to KB emergency and also sent the email to **** at (KB).
  
  
  11/27/2022  12:27 am
  Tenant called Emergency Phone and left a Voicemail stating that the pipe was again backed up.
  
  11/28/2022
  Contacted KB and they unclogged the pipe the same day.
  
  
  12/1/2022
  KB replaced the sewer pipe. 

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18468954
  
  I am rejecting this response because:
  
  As the tenant I am not kept informed of what is happening between the property management company and the builder. I am just left in the property without use of water and sewage spilling in the front yard for days. the emergency line from the management company seems to ignore our multiple attempts to get updated on progress of repair. In fact I was told by the property management company the sewer repair is my responsibility after being in the home for just two days. I should be reimbursed for the sewer repair Ive forwarded the invoice to the property management company with no update. Also, my front yard has been left with lye for over a week again with no communication from the management company (pictured). I feel I should receive more support from the management company going forward. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2022

  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.

  SEPTEMBER 1, 2022 - contacted Total Real Estate of ** regarding questions on the security deposit transmittal received on August 31, 2022. Charges on the invoice can be seen on the attached document. The unit cost for touch up paint was $3,050.00 for a few rooms in a ~****sqft house. Our question was a reason for the excessive charge. We did not get a response from ***********************, Commercial Broker and Property Manager until SEPTEMBER 7th, 2022. To my knowledge, if we have a disagreement on the charges billed to us we have the right to dispute any unnecessary charges. As Total Real Estate of NV and ***********************, acting in bad faith and unfair business practices such as jacking up costs with their material man, we were threatened with being sent to collections on September 12, 2022 before my questions/disputing of the charges were addressed. I have tried to contact the business from the invoice who performed the work to get my questions answered & unfortunately, very little to no information exists on the web for this company. I could not even locate a number for this particular business, which seems strange.

  Business Response

  Date: 09/23/2022

  We received numerous emails from the former tenant and responded with the following emails:

  On Sep 7, 2022, at 3:49 PM, *********************** <************************************> wrote:

  Hi *****:
  
  Thank you for your email.  In regards to the painting charges it was due to the touch-up paint not matching.  Attached are some examples.
  
  Regards,
  *****

  On Sep 8, 2022, at 9:20 AM, *********************** <************************************> wrote:
  
  
  ?Hi *****:
  
  Attached is the invoice that was sent to you as part of your security deposit transmittal.  It's not an estimate, it's the actual invoice.
  
  *****

  On Sep 8, 2022, at 12:09 PM, *********************** <************************************> wrote:
  
  ?At this point we have provided all the information regarding your obligation.  You had ten (10) days from August 26, 2022 to pay the $602.00, which has now expired.  If payment is not received by Monday, Sept. 12th then we will turn the file over to our collection company.

  The former tenant apparently is not satisfied with our response so at this time we have no further comments.

• Initial Complaint

  Date:08/21/2022

  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.

  This property management company advertised a 2bd, 2bath "condo", which included in unit washer/dryer. Within the first two weeks, it was revealed that the washing machine was leaking water to the downstairs unit which caused significant damage to that unit as well as rendered me without functioning laundry unit for several months as there were multiple issues and delays with completing the repairs. A property condition report was requested of me to complete within the first 60 days of my lease but was temporary placed on hold during the duration of the laundry repair and was never requested to be turned in at the end of the lease, yet I was charged for all the cleaning and repairs that were done for things that were present prior to my move in. It was evident that no walk-through was performed by the company prior to leasing this unit as there were multiple issues with the unit, including but not limited to: overall cleanliness, un-replaced air filter, broken down microwave which was eventually replaced, bent closet bars and broken door chain. In addition, I was charged for all of the cleaning and repairs that were done that should have been completed prior to my move in. During my lease and the laundry repair process, I was required to have been at the property to allow for inspections, walk throughs and repairs; some of the scheduled inspections, including one that was scheduled by the property management team, where no one showed up. This required me to miss copious amounts of work including needing to take an emergency flight back from a family emergency in which, again, no one showed up. This company has been grossly unprofessional and bordering on conducting illegal activity against it's clients.

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Jessica, from my staff, spoke to ******** in reference to her charges and was able to explain to her that the unit was left dirty so the cleaning charge is valid which she didn't argue after that. When she asked about the carpet cleaning it was explained to her that per her lease she is to have the carpets cleaned, she noted that 6 months prior to moving out she cleaned them and she was told that would have been her own choice to do and was not the move out carpet cleaning, she seemed to agree and understand. She said she didn't believe that she shouldn't have been charged for the blind repairs as they were broken when she moved in, as well as the switches and the touch-up paint. I asked her if she had noted it on the PCR and that's when she told me that she was told to hold off on returning the PCR until the issue with the washing machine was fixed - (see email below) She never returned it and stated that because of how long it took to get the remediation and the washing machine fixed she forgot all about it and no one ever followed up with her, Unfortunately, she never returned and regardless if no one reminded her it was her responsibility.