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:07/01/2024

  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 husband and myself moved out of a rental property on May 30th 2024 (*** **** *** ******** **) we found on ******* portal a charge for 1000 dollars for clean and pest control we well as lock change. When we gave notice we were instructed we did not have to return keys as changing locks was their standard practice this house was filthy when we moved in and I left it in better condition then I found if they want to charge me 1000 fine I can take that on the chin but I paid a 1500 security deposit when I moved in isn't this exactly what a security deposit is for? They should owe me money and they refused to talk about it on the phone and say I have to email a separate department but I was a costumer for over a year I know they don't respond to emails

  Business Response

  Date: 07/02/2024

  A deposit disposition letter was mailed to the tenant's forwarding address on 6/28/2024 and also posted to their online portal. The charges pertaining to their move out were calculated from an inspection on the condition of the property after they vacated on 5/31/2024. 
  
  Male tenant called our customer service line on Monday, June 1, 2024 at 10:43 AM to question charges. He was advised to email our deposit dispute address (**************************) to dispute specific charges - this is outlined on the deposit disposition letter as well. Female tenant called back to our customer service line on Monday, June 1, 2024 at 10:58 AM with the same questions and was also advised to email the deposit dispute address with specific questions/disputes about charges. Transcript of this conversation shows that the female tenant was unhappy with this reply and hung up on our customer service employee.  Shortly thereafter the BBB complaint was filed.
  
  Attached is the deposit disposition letter that outlines each of the charges from the move-out inspection. Former tenants need to email ************************** to dispute specific charges. A security deposit of $1,195 (not $1,500) was paid by the tenant at the beginning of their lease.  The deposit has been posted against the charges. Former tenants owe a total of $1,077.50 after deposit is applied.
  
  We have a move out inspection with over 100 photos from the property after the tenants vacated from which these charges were derived. 
  
  
  We are happy to review any disputed charges that are sent through the process. 

• Initial Complaint

  Date:06/21/2024

  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 wages have become garnished by this company. they did not inform me they were doing so, have had zero contact with me since i vacated the property i was renting from them. i do not mind to pay whatever i have outstanding but i do feel as if they should have notified me before they garnished my wages.

  Business Response

  Date: 06/21/2024

  On April 25, 2024, a 15-day garnishment notice was mailed to your address on
  record. A copy of the notice and a certificate of mailing are attached for your
  reference.
  We recognize that unexpected financial obligations can be difficult. If
  you'd like to discuss resolving this matter through a direct payment, please
  reach out to us ###-###-#### ****** *

• Initial Complaint

  Date:06/05/2024

  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.

  I applied to become a renter through them, paid the $45.00 application fee, sent them multiple sensitive documents etc, and was approved. I’m the approval email I was asked to contact them via phone, with the wrong number listed, which is a line to a busy signal, that I’ve called multiple times at various hours. I have prior to being accepted and also after that given their listed on the website number a call, left multiple messages to attempt to have someone return my call, and I’ve emailed them directly. I’ve not gotten a single response, and looking up their listed address on this site I see that they list their address as a *** store. This company is either incredibly poorly run, and should be avoided by renters and rentees, or it’s a complete scam. Their website does say that the application fee is non refundable, but since I was approved and have not been able to contact them, I feel not being refunded or at least contacted to actually rent as was the plan, confirms that this company is in fact scamming people.

  Business Response

  Date: 06/06/2024

  The Property Manager called and spoke to the Complainant/Applicant on Thursday, June 6, 2024, the morning after we received the BBB complaint. 
  
  The Applicant received an application/rental approval on Tuesday, June 4, 2024 at 4:14 PM. There were no properties available in his approved price range and he advised he was seeking a cosigner or co applicant for his file. He was mistakenly given a typo'd phone number in an email, but on his own was able to find our correct phone number to which he said he left a message on Wednesday, June 5. We make every attempt to return calls within 24 hours. 
  
  Our company received notification of the BBB Complaint on June 5, 2024 at 7:39 PM.  After receiving the BBB Complaint we were able to contact the Applicant on June 6, 2024, to explain again that we had no properties in his approved range and that we would need a cosigner or co-applicant to approve him for additional properties.  The Property Manager said the Applicant understood this and did not ask for the return of his application fee because he wanted to stay as an active applicant. Our online application specifically says that our application fee is non-refundable (see attached document - all personal information has been removed.)

  In response to Complainant's comment that he may be "scammed," our company does not maintain a public office where we meet applicants - 90% of our communication is done digitally or over the phone . Our company manages over 2400 doors between Dayton and Cincinnati and has been in business over 20 years. 

• Initial Complaint

  Date:05/30/2024

  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.

  I put a deposit on one of their houses 2 months ago. It was supposed to be ready that month, but the date passed. The date was pushed back a month and a half and the house is still in the exact same state. When I call, if I can even get through to someone, they tell me it’s being worked on, but I pass this house all the time and it doesn’t even look like anyone has been inside in this period (grass has not been cut, back fence has been disassembled the entire time, garage windows boarded up). They keep telling me they can’t give me a date but now I’ve waited two months trying to be patient for them and I’m running out of time. I have expressed to them that I absolutely need to move in the next couple weeks because I’m a student doctor and my rotations are starting soon. They still cannot even give me an answer and most of the time they do not even return my calls.

  Business Response

  Date: 05/30/2024

  Our Property Manager spoke to the complainant today (Thursday, May 30, 2024) regarding this issue. The complainant put a deposit down on April 14, 2024 (46 days ago) and was told that the property should be available within APPROXIMATELY 30 days, but was told that this date is subject to change based on ongoing work at the property.  Property Manager told complainant anytime she wants her deposit back we will give it to her and she just had to ask. She did not ask for deposit back today, 5/30/24. Property Manager told her that we are hoping the property she wants will be available by June 14 and we would make every effort to meet that date, but it is not a guarantee. Complainant was told we would let her know on June 7 the status of this particular property. Property Manager said complainant was fine with what she was told at this point. Our properties are given approximate availability dates and applicants are told those are subject to change based on work that needs to be done, permitting times and/or material availability. We make every effort to get properties completed in the shortest amount of time, but there are times when circumstances are beyond our control. 
  
  
  

• Initial Complaint

  Date:05/21/2024

  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.

  This property manager does not handle property damage appropriately when sharing a driveway via an easement. They have taken several weeks to address broke windows on their property raining broken glass into our driveway and when they finally send someone, they use a leaf blower to blow glass along our fence line beyond the easement. This prevents us from cleaning along the fence line to maintain the trees and foliage since now we run the risk of lacerations from glass.
  
  I would like them to ACTUALLY clean the glass and remove it, not just blow it into our property.

  Business Response

  Date: 05/24/2024

  The company has sent a representative to the home on Friday, May 24, 2024 to the shared driveway easement to clean up any glass pieces and trash that they can find.  The property is on a grass maintenance schedule and the grass contractor was most likely unaware that there was any glass or debris in the driveway when they did their mowing and blowing. We apologize to the neighbor for the inconveniences caused by our previous tenants. The property is now vacant.

• Initial Complaint

  Date:01/15/2024

  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.

  My furnace went out 1/13/2024 nobody has came out or contacted me at all it is 1/15/2024. I have a three year old. the thermostat says low it doesn't even have a number on it. The last time it said a number that I seen was 30. It was 2 degrees last night. I've called multiple times was told its an emergency yet to hear from anyone. There is little to no installation in this home.

  Business Response

  Date: 01/17/2024

  **** called in on 1/13/2024 to create a work order about her heat not working. Problem was diagnosed and marked as complete on 1/15/2024 at 4:30pm before we got the BBB notification. Tenant hadn’t changed the batteries in the thermostat and that was the issue. After the technician diagnosed the issue the problem was resolved and confirmed by our head of maintenance with Deja on a phone call on 1/16/2024.
  
  Please reach out if you have any further questions or concerns,
  Isaac W************* *****
  ************      ************
  *************************************

• Initial Complaint

  Date:07/24/2023

  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.

  I moved in October 2021 and by the end of October I was seeing roaches I contacted them multiple times about seeing them and they stated they have never had a bug problem in the unit . Ever since then it’s been more and more and I live in a side by side duplex. I spoke with management and they told me there’s nothing they can do because it’s a duplex and if my neighbors have them I’ll get them . Also my neighbors 2 actually have stayed my unit has had bugs for years now and the couple that stayed there before me moved because of them also .

  Business Response

  Date: 07/26/2023

  This is a multi unit, which is scheduled for quarterly pest control treatments. 
  Last pest control treatment was completed on 6/26/23.  We are being responsive and taking action as work orders are submitted. 

  All tenants allowing access to units on the same day as needed for the pest control is crucial in making the treatments a success.

  We do not have any work orders from prior tenants for insect issues at all and no indication this is the reason they moved out. 
  Units are currently Scheduled for another pest control treatment on 8/7/23 and an inspection of the units will be scheduled as well. 
  

  
  

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******

  Problem:
  I have wrote one of these before but just an update on everything . I moved in last October around the 9th by the 19 I started seeing roaches . More and more I contacted Property management they have been sending exterminators out but nothing is working . I have also brought my own product Since the last time I have been on here they said they were coming to do an inspection and only took pictures of all 4 corners of my walls . Nobody from the property management came only somebody with a camera he knew nothing . I had the exterminator come out last week and spray and he said it’s so bad mine the neighbors the corner house is infested and the house across the street it’s so bad I’m scared of my sons health he has asthma and their are Hundreds of them . It’s not liveable !
  
  
  Desired Resolution:
  Replacement
  
  

  Business Response

  Date: 08/28/2023

  Our Inspectors are not there for pest control, nor are they associated with that job; they are inspecting for safety issues and compliances. 

  There have been multiple treatments completed in the last month and throughout the building and another treatment will be done the first week of September. 

  Our tenants have to cooperate and also be diligent in their cleanliness to make all the issues go away, since this is a multi unit home. 

  If the tenant wishes to put in a Move out request she can email [email protected].  

   

   

• Initial Complaint

  Date:07/18/2023

  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.

  To who it may concern
  
  My name is ****** *******. I have moved into this property at * ********* *** *** ** in October 2022. Since I moved here, My work truck has been broken into twice with $1500 worth of tools removed from my truck. I have two police reports on this matter. I had a squirrel made a hole underneath the air conditioning and made a Home inside of the wall. I have a huge hole in my wall and I can see the squirrel laying inside of the wall. The roof is also leaking whenever it rains. My ceiling is sopping wet with a bad smell inside of my house. I have mold on my clothes
  Hanging in the closet due to all the moisture inside of the home. I have made these complaints with Dix property management. I also tried to see if I can relocate. Because I did not know I was moving into a bad neighborhood. I have moved here from Florida because of the hurricane that hit last year leaving my family and I homeless so my job relocated me into Cincinnati and I had nothing but trouble with this renter. Every time I call them on the phone they are very disrespectful and has a lack of human decency. I have only two months left on my lease and I want to move out on August 1 to a better neighborhood, without being penalized, because my living situation is very uncomfortable in this apartment. Please help me.
  
  Thank you
  ****** *******

  Business Response

  Date: 07/26/2023

  Unfortunately we cannot control vehicle break- ins that can occur any place you live; this is a police matter. 
  There is only one work order outstanding  submitted from *** ******* and it was first submitted last week on the 18th; nothing in this work order indicates the all the damage he is stating in this complaint. A previous work order was completed and roof repairs were made- nothing of the extent of damage is apparent form previous repairs. Photos attached. 
  The exact wording of the current work order:   Check for ceiling damage from roof leak that has been repaired.
  
  

• Initial Complaint

  Date:04/24/2023

  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.

  We signed a lease in 9/2022, our lease does not include appliance rentals. We were told not to worry about the appliances in the house, hence the rental not being in our lease. 4 months in our lease they sent us a new lease that includes appliance rental, that we did not sign as our current lease goes until October. They have since then added hundreds of dollars to our account and when we reach out to them we’re told we can have the appliances picked up or pay for them even though it wasn’t in our lease. They refuse to do anything about these charges.

  Business Response

  Date: 04/25/2023

  The home was advertised as no appliances included: 

  Marketing Description
  Stop out to view our 4BR/2BA home located on the West Side of Hamilton. This home has an updated, eat in kitchen, dishwasher, updated bathrooms, family room, central air, w/d hookup, utility tub, full basement, hardwood and laminate flooring, carport, off-street parking, patio area and a beautiful yard! Visit us at www.bbrents.com to apply!
  **Appliances are not included, but can be for an additional cost.**

  We can come pick up the appliances to stop any further billing; the owner of this home has specifically stating in the marketing description that the appliances are not included in the rent before you rented the home. 

  The property manager has left messages. 

   

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. In order for a landlord to show up at my property they have to legally give me a 24 hour notice. There was no notice given. Me and my roommate both work full time jobs and we never contacted. We also have email correspondence that shows Dix Property even said they never tried to contact us until February. Now they have shut off our online portal to pay (the required way to pay if rent is over $700) and are illegally evicting us due to us not tolerating being harassed. We have also have told them about our maintenance issues to which they submitted a request online on 4/25. When we open the request it is absolutely blank and we have never heard from any technician about these maintenance issues. We now have court on may 31st to fight the illegal eviction. 
  
  
  Regards,
  
  
  
  ****** ******
  

  Business Response

  Date: 05/24/2023

  It was specifically advertised in writing that the home does not include appliances. 

  Appliances were offered to be picked up or pay rental fee for them. 

   

• Initial Complaint

  Date:04/21/2023

  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.

  Feb 2023 I put a deposit down on a house didn’t get to view it till March 1 then couldn’t even see the home then I switched the deposit to another house that was supposed to be ready April 1 they have had barely any communication with me about a move in date now they are pushing that date back and not saying when I can move in

  Business Response

  Date: 04/24/2023

  I see our agent has responded to your question today and customer service has been responding in a timely manner to all your questions.

  This is a newly purchased home on the coming soon list in, which is in rehab. 

  You have not requested a refund in any way through the system.

  See attached.  We have never denied a refund or changes to be made.