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:07/11/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 for a rental with Mainlander Property Management on 6/28/24, paid for two screening fees and received notification on 7/8/24 I was approved for the unit but noticed they had changed the price of rent and deposit. Nothing was stated about this change and on questioning them and escalating this matter to their manager, I was told the original amount listed and documented in my application was a typo. This said "typo" was listed on Zillow, their personal website, and on the application. I have documentation of it all. All sources and listings reported the rent at $2295. 00 with a deposit of $2240.00. After applying they changed the rent to $2395.00/mo and the deposit to $2350.00, an increase of $100 and $150 respectively. They are refusing to honor the listing price I applied for and the managers response was "Sorry, typos happen".

• Initial Complaint

  Date:11/27/2023

  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 rented a property from this company in November 2022. After signing the lease and getting the keys, I walked in and realized how disgusting the apartment actually was. Broken and dirty blinds, holes in the wall, dents in the front door, washer and dryer were filthy, chipped paint on kitchen and bathroom cabinets and drawers, nasty drip pans on the stove, etc.All of these issues were noted on THEIR move in paperwork but weren't taken care of prior to me moving in.I put in several maintenance requests just to get the blinds replaced. I also realized within a few days that the furnace didnt work properly. It didnt heat the apartment and it was incredibly loud. The thermostat was also filthy just like everything else in that place. I wasnt able to stay at that apartment because of how cold it was even though I had paid rent. I continuously put in requests about the furnace and each technician that came over said it was so old and in such bad shape that it needed to be replaced. But Mainlander refused to do so. They also won't respond to emails or answer phones so you will have to hound them to even attempt to get anything done. I was also told prior to moving in that the only utility I was responsible for was PGE, it was on the listing for the apartment and in the lease. As soon as I was locked into that lease I was told they didn't realize it prior to me renting the place, but that I needed to have NW Gas as well. I asked for some sort of compensation since this was their mistake but they said there was nothing that could be done. I finally told them I wanted out of the lease and they said the only way that could happen was if I paid another months rent as a lease break fee. I refused and they kept my deposit even though I was not able to even live in the apartment due to their negligence. So this joke of a company got $2440 dollars out of me even though I never lived in that apartment.

  Business Response

  Date: 12/05/2023

  Good Morning, 
  
  
  I have reviewed this complaint and all of the items that were brought to our attention were addressed for the tenant. The drip pans were replaced, we replaced missing screens, sent out a vendor to address the furnace, provided space heaters in the meantime and asked a cleaning company to go out and clean the washer/dryer. After we received the notes from Ultimate Comfort on 11/7/2022 we reached out to the owner to discuss the options for replacement and Ultimate Comfort was back out on 11/21/2022 to take care of this. 
  
  
  The tenant notified us on 11/19/2022 that they had unfortunately lost their job and could no longer afford to live in the unit and would need to break the lease. The lease break fee outlined in the lease is 1.5x the monthly rent but the owner was sympathetic to their situation and reduced the cost of the lease break fee to be only 1x the monthly rent. 
  
  
  Gas is marked on the lease as a tenant responsibility. While it was not originally outlined in the marketing information we pointed out that all information on the marketing information is deemed reliable but not guaranteed. The owner tried to work with the tenant regarding this as well by offering to pay for NW Natural for 3 months and then asking that it is put into the tenants name. 
  
  
  In lieu of all of our effort to fix all of the items brought to our attention the tenant dropped off her keys on 12/01/2022 along with the space heaters that were loaned out. 

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20924436
  
  I am rejecting this response because:

  Ultimate Comfort said the furnace needed to be replaced but Mainlander/the property owner refused to do so. The heat never worked and the furnace was incredibly loud but they just kept sending someone over to look at it and fix it. Ultimate Comfort never fixed it, and the space heaters that Mainlander provided were old and didnt do anything. Yes, the other items on the list were taken care of after REPEATEDLY calling and emailing the company, but the furnace never was. The house was unlivable due to the temperature. And no, the lease did not state that the tenant would be responsible for gas. I will be more than happy to provide the copy of the lease showing that gas was not listed as a tenant responsibility. Yes, I did get laid off but if the house wouldve been livable I wouldve continued to live there because I got another job quickly and there was no issue with paying rent. This company is a joke and if you read any of the ******* Yelp, or BBB reviews youll see that all of the complaints are the same. Filthy homes, no response for maintenance issues, lies, keeping security deposits when it wasnt warranted, etc.

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

  Business Response

  Date: 12/14/2023

  The owner fixed the furnace as directed by Ultimate Comfort and we have not received any complaints or issues from the current tenant that is in place. They have lived in the home for close to a year. We would like to mention that everything was handled in a timely manner. We have reviewed the lease and it is noted that Gas is a tenant responsibility. As mentioned before, the owner worked with the tenant by lowering the lease break fee and addressing the maintenance issues in a timely manner. 

  Customer Answer

  Date: 12/17/2023

   
  Complaint: 20924436
  
  I am rejecting this response because:

  as you can see from the attached screenshot of the utilities page of the lease, gas was not checked as a tenant responsibility. So once again, a lie from Mainlander. I have texts from Ultimate Comfort showing what the technicians said actually needed to be done (replacing the furnace) and what Mainlander approved. I also have photos/videos of the condition of the house and furnace once I got the keys. Basic things that shouldve been taken care of prior to me moving in.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/21/2023

  Hello ***,
  

  Please review the document uploaded (I have attached it again) the box under "Gas and in-line with Resident is clearly marked. We will not be issuing any refunds, we stand behind the way we handled the issue with the furnace, Ultimate Comfort can provide their opinion about whether the furnace should be replaced but it is ultimately up to the owner whether they go with a repair or with replacing it. Again, the current tenant has had no issues.

  
  Thank you.
  
  
  

• Initial Complaint

  Date:09/24/2023

  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.

  DO NOT BECOME A VENDOR FOR THIS COMPANY! They will try to scam you and attempt to avoid paying for services.Context:I own a cleaning company and we do move out cleans for over 40 property management companies on the west coast. Mainlander requested a move out clean, received the service and the invoice, and over TWO WEEKS LATER followed up to try to complain about their service and avoid paying for their service. Sent photos of contractors boot print on the floor and some dust collected in a bath tub. For anyone who works with cleaning services at all, you know that the industry standard is a 24 hour guarantee for exactly this reason. Shady property managers like mainlander will schedule a clean as soon as a tenant moved out, ignore the house for weeks or a month because no new renters are biting on it, and then when their contractors make a mess or dust collects over time they try to blame the cleaning company and get a free touch up clean once they finally have a renter, even though its their fault that they requested a clean prior to having a new tenant lined up to begin with, and not due to poor quality of service.I refuse to tolerate this behavior from mainlander and would like to help other small business owners avoid being taken advantage of by these jerks. We currently have attorneys writing a legal letter to mainlander, are filing small claims paperwork and have begun the process of placing a lien on the property that we cleaned that has not been paid. It is a huge hassle, its wrong that mainlander has let it go this far, and im doing what I can to make sure they regret it and avoid trying this with anyone else. However, I wanted to put this warning out for others to see so you dont have the headache Im dealing with currently.

  Business Response

  Date: 10/03/2023

  Hello ******,
  

  You have now received payment in full for the services rendered, despite needing to be recleaned.

  
  The owner of the property had been in the house on Aug 14, the day after the home had been cleaned. Unfortunately he did not notify us of his dissatisfaction of the cleanliness at that time. One of our employees then went to the home on Aug 24, 11 days after the cleaning to find many things that were not cleaned, including things that would not have been caused by a contractor being in the home.
  
  Needless to say, we tried to have a civil conversation with you about this, but you were quick to attempt unnecessary legal action.

   

  We consider this closed, as you have received full payment.

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After moving in to a mainlander property with a friend I quickly began to experience abusive behaviours from my roommate. I spoke to mainlander and they informed me (as well as my roommate) that if she found someone to take over my portion the lease would not be interrupted. I moved out, signed my remove roommate addendum back in July and just was informed (6months later) that my abusive ex roommate refused to sign her new tenant on and left me on the lease. Things have apparently escalated with the property team and my old roommate and they have ultimately asked her to leave with no penalty. I am beyond concerned that mainlander did not uphold their integrity and never let me know I was still on the lease, never took my complaint from July about an unauthorised tenant seriously, and ultimately put me in a financially liable situation that I was completely unaware of. Its unsafe and disturbing.

  Business Response

  Date: 12/27/2022

  Hello *****, We are very sorry for your circumstances, and the stress you went through during this residency. Unfortunetly we are limited in what we are able to do, and are unable to remove people's names from a lease with out written consent from everyone on these except for in certain situations. I know our team was working hard on having your prior roommate sign the doument, and do what we can so you are not effected by this.

• Initial Complaint

  Date:10/22/2022

  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.

  On Oct 21, I received a generated email stating that a property was no longer available and at the bottom of the email, it said f*** off

  Business Response

  Date: 10/24/2022

  Hello *****,

  I am so sorry that you received this email with rude and foul language.  Please know this unwarranted communication DID NOT come from myself, nor my colleagues at Mainlander Property Management.  We apologize for any distress this has caused.

  There is an ongoing HR matter that has clearly spilled into the public forum as an ex-employee sent that letter out. We are working hard to correct this issue and find how we can prevent this in the future.

  I offer my sincerest apologies and hopefully we are able to remidy this issue for you.