Complaints

This profile includes complaints for Tandem Property Management Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tandem Property Management Inc

  1200 SW 66th Ave # 300 Portland, OR 97225-6004

• 

  Tandem Property Management Inc

  17000 SW Pacific Hwy Portland, OR 97224

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:10/06/2023

  Type:Billing 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.

  Commons at Avalon Park;Our carpet started fraying and would get worse with every cleaning within 14 months of us living there. It was in multiple parts of the living room. It was visibly clear that the carpet was patched. I submitted a work order Sept 2022. The maintenance worker came out and said said that they couldnt do anything while we were occupying the unit but would assure we would not be charged upon move out. We then followed up with management because screws and nails started popping through (I even poked myself a couple of times not knowing that they were there). One employee told us they would fix it while we were still occupying it. ******************************* came out to fix it but was underprepared when they were actually shown how much needed fix/replaced. Management then came back and said we were financially responsible to fix it because it has been replaced prior to us moving it. The invoice provided by management was dated 3 days after our move in. Upon moving out 7/26 we received a letter with how much we owed ($1,174.86). Per ****** Tenant Law they are required to provide accounting for any final move out charges. We have 10 days to pay balance in full or will be sent to collections. I followed up with the manager ******* via email requesting a final accounting ledger in which she resent the original information which is not adequate enough on exactly what we are being charged. On 8/21/2023 I requested that information be mailed to my forwarding address. Since that date no further communication has occurred. Today, 10/6/2023 I received a call from a collections agency. He sent me the document which he received from Avalon Park. We are being charged for them to replace the carpet however, the information sent to the collections agency states it is for carpet bid BUT are converting to Vinyl. All information sent to the collections agency was never sent to us to review except the letter stating how much is owed to them.

• Initial Complaint

  Date:05/10/2023

  Type:Sales and Advertising 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 been looking for a apartment with all the amenities because I have a disability that requires all amenities I found these apartments and I immediately called I was told it was still available and I had a hard time getting on their website the website is really jumping apparently that I try to apply for one of their units before because the website kept saying that I had an account before with them and I was unaware of it I had to use a different email to apply and pay for the application fee which was only $18 I am a Section 8 participant I already am living in my current apartment and in order for me to move into that apartment I had to do a transfer paperwork and also give the old landlord notice they claim they were very familiar with Section 8 in the way it goes and the whole time no one had done my background screening to let me know if I was approved or not they expected me to give notice at my current residence without an approval with them to move in and that is not the way that section 8 works if I would have done that and not been approved to move in this unit I could have been homeless I feel like this is gaslighting for application fees any bunch of run around which I felt like I was being played with it was an insult to my intelligence.

  Business Response

  Date: 05/23/2023

  Good afternoon,

  Thank you for bringing this issue to our attention. Upon further investigation it was noted that your case worker did not respond in a timely manner. We apologize for any frustration that this may have caused. We will be returning your application fee to the address listed on the application. 
  

  We value your feedback and appreciate your patience and understanding while we worked through this scenario.

   

  Customer Answer

  Date: 05/23/2023

   
  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:04/10/2023

  Type:Order 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.

  Property Management company offered an "Early Bird" lease special to obtain an ~5% reduction in the rent increase for the next year. When lease paperwork was sent over, the first section was the Lead paint disclosure and pamphlet. Landlord had not filled out the Lessor Disclosure portion of the the form. When I contacted the leasing office, I was told that "that's the way we've been sending them out the past six months or so and you should ************ anyway." When I told them I was uncomfortable signing a blank document...they told me I didn't have to sign it, but I wouldn't be able to take advantage of the expiring lease special. Upon further research, according to the *************** website, I should have also received this disclosure and pamphlet in 2022 when my rent was increased. I did not receive this information at that time.

  Business Response

  Date: 06/01/2023

  Thank you for bringing your concerns to our attention. I have reviewed the paperwork in question and can confirm that the paperwork that you signed was completed correctly. We take all complaints seriously and want to ensure that our residents are satisfied with their living experience. If there is anything else that we can do to address your concerns please do not hesitate to reach out to the property manager.

   

  Customer Answer

  Date: 06/05/2023

   
  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. The property management company did eventually fill out the lessor disclosure form and send it to me for signature before the early bird deadline.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/01/2023

  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.

  My roommate and I moved out of our apartment in Commons at Timber Creek last Nov 8, 2022. On Dec 1, a letter came in my mail about a carpet replacement charge of $1095.27. I was surprised to hear about this so I immediately called their office to get more information (that was Dec 3 when I got it from my mailbox). hey also stated that they require full payment w/in 7 days and if they don't receive it, they will send our balance of $996.27 to their collections company. I talked on the phone with ******, who explained to me where they found damages on the carpet. He mentioned areas in bedroom, bathroom, kitchen and thresholds. I am not aware of those when we moved out so I was just asking for some pictures and also invoice that reflects the amount they are charging us. I believe it is our right to get receipts before paying them anything. All we have was a letter, indicating the dollar amount we have to pay and a notice that they will send to the debt collector if we don't comply. No explanation why they had to replace the carpet. The manager, *****************, responded to my email Dec 8, 5 days after. He did not send any paperwork to justify the carpet replacement and just told me that even if I send them my pictures of the apartment when we moved out (showing the condition how we left it), it will not change the decision of replacing the carpet. I immediately responded but he responded back to me 6 days later, Dec 14. Still, with no documentation. I followed up again on that. Finally, that same day, he sent me their professional carpet cleaners' assessment that they cannot clean it anymore and recommends replacing it. It did include pictures but only of the dining. There is no $ amount or receipt. I responded Dec 15 asking for an invoice but never heard from them again. I just got a call from a debt collector on Jan 23 2023. We paid it as we don't want it to affect our credit score but we never really received any receipts or invoice.

  Business Response

  Date: 02/12/2023

  The following was sent to the resident:

   The assessment with the carpet photos

  The explanation and breakdown of the carpet costs,

  The carpet invoice,

  The documentation of the apartment turnover costs after move out,

  The cleaning cost which shows the exact breakdown of cost.

   

  We do not want to have to replace carpet as this is a cost that our organization takes on up front in order to make the apartment home available for someone else to rent. We would much rather have to schedule a carpet clean and move on. We appreciate your residency.

   

   

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18965418
  
  I am rejecting this response because: the documents they sent us do not justify the amount they charged us. I am attaching here all the paperwork they sent. The assessment only included photos of the carpet in the dining area which is about 60 sqft at most. Their explanation of the charge shows that we should pay the remaining value of the whole 100% of the carpet for 71 mos out of 84 mos life expectancy. Even IF we really did damage 100% of the carpet, they cannot charge us for the remaining 71 mos. life of it as they are reusing the carpet for the next tenants. They told us that the carpet is unsalvageable and need to be replaced but we just found out now from their response here that they did not want to replace it and they just chose to clean it and move on to have it rented for the next tenant. We were always prompt in responding to them on this matter and have always been just waiting for just explanation and report since we moved out. The paperwork cited that they replaced it which is the opposite of what they said in their previous response. We would like to get a refund for the payment we sent the debt collector. They cannot continue to profit from the next tenants for reusing the carpet we have paid for 7 years. If they don't reach back to us, we will have to file a new complaint for a refund. Thanks
  Sincerely,
  
  *****************

  Business Response

  Date: 03/10/2023

  We continue to reach out to the past resident to try and explain the charges. We did not clean the carpet and then replace the carpet. This is a carpet estimate that they are looking at which shows that the carpet cleaning company recommended a replacement versus a clean. The carpet cleaning company lost money by recommending this replacement versus cleaning. Due to damage throughout not in one area this recommendation was made. 

• Initial Complaint

  Date:10/03/2022

  Type:Product 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 September 4, 2022 myself and my significant other moved in our apartment complex from APT 322 into APT 416. On 09/20/22 our landlord sends us a letter saying that the moveout is complete and we will receive $350 of a $350 total security deposit. On 09/29/22 we receive a revised letter that says we had a cleaning fine of $215 that is non-negotiable. I reached out to the property manager ********************, who ignored me and when I went into the office I got the normal cooperate run around that it's a 3rd party cleaner, those are their fees, and that nothing could be done. They asked for photographic evidence we cleaned, so we sent about ***** photos of our previous apartment (which is in excellent condition). I asked for an explanation, today I received an answer that they use a 3rd party cleaner as a standard for all apartments and they charge a flat rate no matter the condition (good or bad) and it is non-negotiable. This seems incredibly un fair, this "Standard Fee, no matter the condition of the apartment" without the ability to dispute seems unfair. This fee is not mentioned in the lease, additionally the lease and ****** law section ****** says that the security deposit should only be take if the property condition is returned inadequately or if damage is needing to be fixed. the property we returned was in excellent condition, and the assistant property manager doesn't even dispute that it was clean and it good condition. They are solely arguing that this is a standard fee they deduct from the security deposit, despite the condition the apartment. All I'm asking for is the fully $350 of my security deposit back. I think this fee is unfair and if it really is a standard fee they should be honest and disclose it in their lease instead of hiding it then forcing tenants to fight with them. I'll attach the photo evidence of our apartment in the state we returned it, we have many more photos but there is a 5 Mb upload limit.

  Business Response

  Date: 10/18/2022

  We have spoken with the past resident and did find resolve. 

  Customer Answer

  Date: 10/23/2022

   
  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,
  
  *********************