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:01/13/2025

  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.

  I lived at *********************************************************************** for 7 years rented from private landlord paid rent no issues until several months ago Landlord decided to sell We had a signed year lease the first year in July2018 every july we verbally renewed so he sells to integrity first *************** people are doing walk thrus for few weeks Landlord said the new buyer would continue on w/ month to month Then few weeks there was a note taped on my door saying ************* will not be renewing my lease& I have30 days to move out I continued to pay rent every month along with asking for more time as30 days was not enough time we lived in that house for 7 years with no indication we would have to move until Inch put that notice During the process of me trying my hardest to find a new home for ******* family ********* while continuing to not reply to my emails also felt the need& felt it was okay to turn off all my utilities which were all in my name electric, gas and water w/o me knowing i found out when i go to pay rent& they are charging me for these utilities Mind you I was on budget billing& income based programs for all utilities Then they called met-ed ***** put electric back in my name again & again w/o me knowing I received a bill of ****** & again i was on budget billing i was used to pay around 100-140.00 you can even look for last 7 yrs and see that so they played games of back and forth which resulted in costing me a high bill i still cant pay Then they turned off the electric the night we moved out so when we went back at end of night for our *********** we lost all our cold& frozen food $ down drain & it was pitch black When i moved into 186 back in 2018 i had to pay security deposit ********& i lost ****** of that money also for there charge of utilities and late fees ********* has treated me very unfairly took advantage of my situation and me & cost me an extreme amount of money which was also unfair and then stole my money out my deposit

  Business Response

  Date: 01/14/2025

  Notice of new owner/property management company 1st attempt was sent via text 5/1/2024. ****** was mailed Inch & ** welcome package was mailed ***** No response from tenant. 5/1/2024 a text message to start the communication to which the tenant blocked our number to communicate. All emails received by Inch & ** were responded and phone calls as well. Owner directed Inch & ** to provide 30-day notice to vacate to tenant as of 6/30/2024. Our process is to put the utilities back in the owner's name as of the vacate date.  Tenant never responded to our notice or returned keys, therefore we did not know she had not vacated and became a holdover tenant until a later date.  The tenant at some point provided notice to vacate and changed the date several times. Tenant confirmed via phone on 11/11 stating that she had vacated and left keys in a mailbox, Inch & ** did not receive keys.  Inch & ** then pro-rated November rent and utilities to the day she states she vacated.  Inch & ** is not authorized to set up utility bills in tenants names. The tenant was charged for the utilities as her lease required. Funds withheld from the deposit were for unpaid utility bills and pro-rated rent.  

  Customer Answer

  Date: 01/16/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22806774
  
  I am rejecting this response because:
   Nobody was or has been blocked you keep using that as your excuse however everyone else never had issue with me responding or being the one to reach out to them I talked with several people throughout this process. Anyone could reach out to me at any time! Mail is mail I'm not responsible for mail i have mailed ************* have been lost and thats the truth and im not the only one so im sorry in a professional capacity if someone doesnt receive important papers you send out then other measures should have been taken! Hand deliver like there was no problem hand delivery of the 30 days to move out so why would you not hand deliver other important papers also! I have everyone's name and numbers I have kept all my txt messages from each person of us all being on same page, aware of move out, and of who and when I was told what to do with the keys and garage opener!  Everyone was aware of everything from me asking more time to relocate when I lived in my home for 7 years n was told I could continue to live there. Nov 6th was date given for move out and I was told to leave keys in mailbox so I did as asked to. Again you took utilities out my name without me knowing and then turned around and put them back in my name so you can't say you didn't  otherwise I wouldn't have a bill from them from after you taking it out my name and putting it back in mine again. Again I was on budget billing so if you wouldn't have taken it out my name to begin with I could afford my bills but when you go take it out my name then 2 weeks later put it back in my name without me knowing again I wouldn't have received an outrageous **** from you doing what you did. You were wrong and it's that simple. And you say 2 different things you say you can't do that with utilities but then turn around n say you took them out my name and then when they gave me more time you changed back in my name and still charges me! My lease stated nothing of including utilities they were my responsibility so for you to not only s**** with my budget billing your charging me aswell which is in correct my lease didn't include utilities you had no right to keep my deposit from 7 years because you decided to play games! I stayed communicating with everyone and anyone that called me or txt me and came to show house to whoever. Only person that seems to have a problem with me and continued to treat me unfairly is you ****** and your the only person in those few months time who would ignore my emails. You just buy a house and decide to throw families out! You have no idea how things went 7 years ago your wrong for taking any of my deposit point blank! You forced me out my home unexpectedly!  For no reason! I paid my rent every month for 7 years! Turned off my power for no reason so lost money in all the food I had to throw away!  Played games with my utilities so cost me to lose my budget billing and receive higher bill for no reason! And again stole 381. N change of my deposit again for no reason! You had no reason to treat me this way! You were wrong in every which way and I will be sure to say nothing but negative things about you and your company as I have every reason and right! 
  
  Regards,
  
  ******** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/17/2025

  Inch & ** is not the owner of the property, we manage it for said owner.  During the purchasing process you interacted with that company/personnel not myself or Inch & **.  After the purchasing process, we were provided your phone number only at first to which we sent a text message to start the conversation to which you responded STOP to stop the communication with us via text.  At that point we Mailed our welcome packet to you.  No response from you.  At a later time, we were provided your email address.  
  We were directed by the new owner to post your door with the proper legal 30-day to vacate as of 6/30/2024.  You never responded. As I stated before, it is our process/job to have utilities set up in the owners name at time of tenant moving out which is why they went back into the owners name. 
  Per your signed lease you were responsible for gas, electric and water, the owner was responsible for sewer & trash.  As I stated prior, we are not authorized to set any utility service up in a Tenants name.  We received the bills and your account was charged accordingly for gas and electric only.
  Inch & ** responded to your ways of communication that were received by Inch & **. 

  Customer Answer

  Date: 01/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22806774
  
  I am rejecting this response because:
  
  As I stated again you did put utilities back into my name otherwise I wouldn't have a high bill when I already paid my final bill and still charged me. And again my lease says I was responsible for the utilities therefore you cant charge me aswell as i pay them in my name you make no sense. Again as I stated you stole from me from my security deposit. And again as I stated already you turned the power off the day we moved out and I lost all my cold n frozen foods. 
  Regards,
  
  ******** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/27/2025

  Inch & ** is not the owner of the property, we manage it for said owner.  During the purchasing process you interacted with that company/personnel not myself or Inch & **.  After the purchasing process, we were provided your phone number only at first to which we sent a text message to start the conversation to which you responded STOP to stop the communication with us via text.  At that point we Mailed our welcome packet to you.  No response from you.  At a later time, we were provided your email address.  
  We were directed by the new owner to post your door with the proper legal 30-day to vacate as of 6/30/2024.  You never responded. As I stated before, it is our process/job to have utilities set up in the owners name at time of tenant moving out which is why they went back into the owners name. 
  Per your signed lease you were responsible for gas, electric and water, the owner was responsible for sewer & trash.  As I stated prior, we are not authorized to set any utility service up in a Tenants name.  We received the bills and your account was charged accordingly for gas and electric only.
  Inch & ** responded to your ways of communication that were received by Inch & **. 

  Customer Answer

  Date: 01/29/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22806774
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/06/2024

  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 05/14/2024 I filled out an application with ********* to view an apartment. I was then notified that the property was no longer being used an apartment and that the owner was planning to do something else with the property. I was told that a refund of my application payment was in review to be returned to me since I am not renting any of their properties. The property was still listed on multiple websites at that time. I have still not received a refund nor am I renting any of their property. Now I'm being told application fees are non refundable after being told it would be returned to me. I was also told by the woman who showed the property to me that another person was failing with a deposit on the property, and that was the reason the property was not available. The property was not as advertised. I am very concerned that I'm not the only person who paid an application fee; only to be told that property isn't available. The woman who showed me the property didn't even introduce herself.

  Business Response

  Date: 06/10/2024

  Rental Application
  Inch & Co Property Management, LLC.
   **************
  
  Before You BeginYour Contact InfoWhere You've LivedCo-Applicants/OccupantsPersonal InformationYour IncomeAttach DocumentsQuestionsPay FeesReview and Confirm
  
  Before You Begin:
  Please be prepared to pay the application fee as outlined in the property listing. In addition to this rental application, you will also be required to provide a copy of a valid form of identification and proof of income.
  
  To complete this rental application, you must be prepared to provide 3 years of residential history as well as contact information for your rental references. You will also be asked to provide information on your monthly income, and please note that most properties require that applicant combined net income is at least three (3) times the monthly rent amount.
  
  The application fee is $50.00 per person over the age of 18. Any persons residing in the home that is over 18 must complete an application. The application fee is nonrefundable should you be denied.
  
  The Inch & Co Property Management Resident Benefits Package (RBP) delivers savings and convenient, professional services that make taking care of your home second nature. By applying, ********* agrees to be enrolled and to pay the applicable cost of $55/month, payable with rent.
  
  Your RBP may include, subject to property mechanicals or other limitations:
  -HVAC air filter delivery directly to your door approximately every 90 days
  -Liability Insurance that meets all lease requirements from an A
  -rated carrier
  -Move-in concierge service that includes a one call set up your utility services, cable, and internet services
  -A resident rewards program that helps you earn rewards for paying your rent on time
  -Credit building to help boost your credit score with timely rent payments
  -$1M Identity Protection for all adult leaseholders
  -On-Demand Pest Control that includes an innovative pest control service that provides an effective, reactive, and targeted approach to pest control
  -24/7 online maintenance reporting
  -Home buying assistance for when the time is right to buy your forever home
  -Online portal that includes, communication and payment options
  -Vetted vendor network: we find the technicians who are reputable, licensed, and insured
  
  Restricted Breed List:
  Akita Alaskan Malamute American Bulldog American Pit-bull Terrier American Staffordshire Terrier Shar Pei Cane **************** Dalmatian Doberman Pinscher German Pinscher German Shepherd ************************************* Bull Terrier Shiba Inu ***** de ***** Canario Wolf Hybrids
  
  Canine Breeds that Exceed 100 Pounds: ***** de ************************************ Greater Swiss Mountain Dog Irish Wolf Hound Mastiff breeds Newfoundland Saint ************************** de ***** Canario
  
  All mixes that contain any of the above breeds.
  
  1st-month rent is due at move in.
  Security deposit due to hold property.
  All move in monies must be made with certified funds (money order, or cashier's check)
  Minimum credit score of 600. Those under 600 will be considered on a case-by-case basis.
  A net income of 3x's the monthly rent is required.
  Approval is contingent on rental history, job time, income and credit score.
  
  Inch & Co Management Unlimited LLC (IPM) hereby acknowledges that with respect to the properties listed For Rent that IPM is serving as Agent of the Owner/Landlord pursuant to a Property Management or Exclusive Leasing Agreement. By submitting an application, you are acknowledging that you have fully reviewed and are in agreement with the terms and conditions outlined in this Notice.
  
  Applications are only valid for 60 days from date of submission.
  
  
  
  Application Fee: $50.00
  
  

  Business Response

  Date: 06/10/2024

  Application fees are non-refundable, which is stated before you complete the application. The owner had found a tenant to place, who applied and was approved prior to this application being received.  The owner's applicant was to pay a deposit and move in.  The applicant decided to not rent the unit.  We reached out to the 2nd applicant and showed the unit.  He chose not to rent it. 

• Initial Complaint

  Date:05/18/2024

  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 moved into my apartment in February 2024. The building opened around September or October 2023. Tenants, ***************** and Amazon can't access or get into the mail room because its locked by management. This is an ongoing issue. ***************** and Amazon have to leave packages outside or follow tenants inside just to attempt to deliver mail and on occasion, these workers are sometimes successful. **** only recently got access to get into the building; however, when the mail room which is locked 50% of the time is locked by management then they have to take the mail back with them and **** the delivery as unsuccessful. Our mail that is delivered is either sitting on the counter in the mailroom or placed inside mailboxes with broken and jammed doors that any tenant can reach in and access. No tenant in this 100-unit building can use a key fob to open up the mail room so when management doesn't leave the mailroom door propped open then we can't get any of all mail. I put in a maintenance request on 05/17/2024. I called the property management company on 05/18/2024 to report this ongoing issue. The property management company said they're not doing anything about it until Monday and as a result, when **** came to deliver the mail today, they were unable to and the mail delivery worker said she's a sub and has to call her manager because she is unable to deliver the mail at *********************************. The sub said to my husband that this is an ongoing issue with **** not being able to deliver mail to this building.Below is the message I sent to ********* Property Management Company. Phone Number *****************-542-5433 and ************. "Request: Fix the **** mailbox door for apartment *******************, *********** and Amazon access into the building, and stop locking tenants out of the mailroom. This is a code enforcement issue. Section 1702 of the U.S. Code makes it a crime for anyone to tamper with another persons mail. In some cases, such as mail theft, this can be a felony offense. Tenants are entitled to file a police report if they suspect a landlord is inspecting the contents of their mail or interfering with mail delivery. The mail room at ************************************* is almost always locked so tenants can't access their **** mail, etc., and this has been witnessed on multiple occasions. The mailbox door for apartment **************************** can't open and doesn't completely close to the point tenants can access anyone's mail. ****, UPS, FEDEX, and Amazon can't get into the building to deliver mail or packages and are forced to leave these outside." The last attempt of **** getting into the building was on 05/18/2024 and the postal worker told my husband that she had to call her supervisor to let them know she couldn't get access to the mail room and was unable to deliver the mail.

  Business Response

  Date: 05/23/2024

  Hello,

  This issue has been resolved, maintenance has repaired the broken lock on the mailroom door. I have spoken with the complaintants husbands he has confirmed they now have access to the mailroom. 

   

• Initial Complaint

  Date:03/14/2024

  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.

  I started my home search last year around Nov **************************************** and which I called to setup a viewing which I was told that I **uldnt view the property without having an approved application. Which was the first i have ever heard of such . I passed the post and **ntinue to look . About the end of Dec I noticed that the post is still listed I called Inchand** and inquired about the property and the application process which I was told that these were their rules and ways they do things if you dont like the property or someone else rents the property your application will be used towards another property of my choice and then in return explained to her that they had no other properties in the area. I applied for the property Jan 3 2024 and was approved Jan 5,2024 the terms of the agreement stated I had to place an deposit 48 hrs of viewing the property which they **uldnt show it until a week later. When I arrived at the property the property manger stood behind the door as if me and my kids were there to harm her and she was the one whom setup the showing after telling me she didnt and showing her the emails of herself setting up the viewing . As I got there it was another **uple there viewing which the manger than explained that the **uple applied a while back . And she didnt know why they were just looking at it . Once the **uple left she explained that the **uple wanted to put a deposit down but that she wasnt sure I expressed interest in the property and was told that I would be informed after 12 the next day if the **uple placed a deposit . The next day I was never **ntacted I had to reach out multiple times before receiving a response and when I did receive a response it was just simply that the ppl had placed a deposit . Once I expressed **ncern over lost money she responded by saying the app is good for 60 days but once again they currently have no properties avail here in ** never once did she send a listing or anything

  Business Response

  Date: 04/26/2024

  Hello,

  This tenant had applied, she was greeted at the door, was encouraged to tour the unit. I spoke to her for at least 15 minutes after her showing, explaining to her that the gentleman that toured before her was leaving to get the deposit monies. Her showing was scheduled for 1 and she did not arrive until approximately 1:30pm at which time I was anticipating on leaving the property. I stayed to show her and talk with her, I apologized that the other party was placing a deposit before she had a chance and told her to continue to view our website for units that interest her and her application was good for ************************************************************************************ We are going to refund her application as a courtesy for the inconvenience. 

• Initial Complaint

  Date:03/06/2024

  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.

  I entered into a 12 month lease with my daughters father with inch and company for a property located at **********************************************************, that began on March 1, 2021. After the first year was up, I opted to renew the lease for another 12 month term. My daughters father never ended up signing the lease for whatever reason, which inch contacted me (roughly 6 months into the lease) for him to sign the lease. He had moved out at that point and I asked for him to be removed from the lease instead. So Inch sent me an addendum to remove him from the current lease. Upon him and I both signing the addendum to have him removed, Inch cancelled my lease entirely and made me sign a completely new lease for 15 months and raised the rent. I went to the office and asked why the lease was cancelled and why my original monthly rent amount was not being honored and I was greeted with a condescending response to the effect of, well with signing that addendum its a given that the lease would be cancelled, I mean thats pretty much a given, anyone knows that. Fast forward to the end of the new 15 month lease which ended 1/31/24 plus one extra month, I have paid my trash and sewer though the end of March (which I moved out 2/29/24) which I have requested to be reimbursed, to no success. I put several maintenance requests in about the garbage disposal being jammed and needing fixed because fruit flys were EVERYWHERE, and they cancelled my request and finally addressed it roughly half a month later. I sent text messages and emails about extra fees tacked on in the last month, along with a request for reimbursement for trash and sewer for the month after I moved out and no one answered me until 15 days later after I filed a complaint with the attorney general. I want the difference in my original rent at 1,648/mo and the new rate they charged me, 1715/mo for 15 months ($1,005) to be reimbursed along with trash, sewer, and late fee taken off last months rent. ($111.06 trash/sewer)

  Business Response

  Date: 03/14/2024

  Please see the following attached:
  
  360 Lease reflecting her original rent of $1585. Per the lease, the rent would automatically increase by 4% bringing her rent to the $1648.40 on a month-to-month lease effective 3/1/22 which is reflected on the attached ledger as well.
  
  Tenant Lease Amendment Attached ****** was removed from the original lease (no lease was cancelled)
  
  *********** Lease 11/1/22- 1/31/24 Tenant signed with rent increase from $1648 - $1715
  
  Renewal Offer notice was sent 12/29/24 informing of rent increase to take effect 2/1/24, the tenant did not agree to this, and we removed her $300 month to month in addition to canceling the lease. As reflected on her ledger she is only being charged the agreed to $1715
  
  ****** submitted a notice to vacate, the keys were received 2/29/24 and February rent is still owed in addition to the 10% late fee per her signed lease.
  
  
  Regarding the tenants claim of not being contacted, we attempted multiple times via email, phone, and text with no response from the tenant.  

• Initial Complaint

  Date:03/05/2024

  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.

  ********* has been charging me for a Resident Benefit Package for $55.00 monthly since August of 2023. The services claimed to be provided in the program have never been received and or do not apply to my lease. Additionally, the lease states that *********. receives monetary or other forms of payment from the vendors they've formed business relationships in this program as an incentive to their own company. When I requested a stop of the charges and reimbursement for months paid prior that I had not received any services, they denied my request. Additionally, they charged me a late charge for not paying for the $55 package that I am not receiving services from.

  Business Response

  Date: 03/14/2024

  
  The tenant renewed her lease August 2023 and was enrolled in our resident benefit package.  It seems she did not read the lease and is now asking for a refund.  This is a service that we pay for, so we cannot reimburse her for this.  Please see attached signed lease and information provided regarding the benefits of the package. 

  Customer Answer

  Date: 03/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21387001
  
  I am rejecting this response because: 

   

  Section 5 Resident Benefits Package Notes
  
  
  5.2 HVAC *************** Services - I have never received HVAC filters according to this section. I have purchased and replaced all HVAC filters independently.
  5.3 Move-********************** This is a lease renewal, move in services are not applicable. The ongoing charge month over month for this service is illogical. 
  5.4 Resident Rewards - Rewards Program details and benefits have never been provided or received. Rewards Program Provider mentioned within section 5.4 is not specified. 
  5.5 Credit ********** ************* information never provided or received. Lease payments are not reflected on my credit report. 
  5.6 Liability Insurance - No ability to opt-out is available as mentioned within this section. I have maintained coverage for the entirety of my occupancy and have provided certificates of insurance through the rental portal regularly. 
  5.7 $1M Identity Protection - No found record of enrollment through correspondence or provider mentioned in this section. 
  5.8 Home Buying Assistance - Charging for the offering of home-buying services should not be required through a licensed brokerage affiliated with Inch & Co Property Management Company.
  5.9 On-Demand Pest Control - No found record of enrollment through correspondence or provider mentioned in this section. No services have been received. 
  5.10 Additional Terms, Paragraph 4, RBP Vendors - Inch & Co Property Management Company is receiving monetary or other benefits from services charged to tenants that have never been rendered and/ or are not applicable. 
  5.10 Additional Terms, Paragraph 5, Data Privacy Consent - There is no ability to opt out of  Inch & Co Property Management Company from sharing personal private identification information such as date of birth, drivers license number, Social Security number, etc. 
  
  
  Additional Notes: Section 1.6 Renewal Term - Terms and/ or requirements of proper notice are not specified in this section as cited within. 
  
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/19/2024

  To Whom It May ******** I have noted the 3rd paries response  for this mandated service. 

  - Regarding the filters, we did not have filter sizes for this property previously. This property was on your last monthly missing data report due to the filter size not being listed in Appfolio.We just need that information listed on the property page for each enrollment.It looks like that filter size has since been added so I will go ahead and get that subscription set up ASAP and get filters shipped out!
  
  - In regards to the rewards details being provided, the property management company should be sending notice of enrollment to each tenant upon the lease being activated. This provides the tenant with information on what to expect and the steps they need to to do to access rewards & credit. I know we have discussed previously that you have an amazing welcome package that you already do send to tenants upon move-in. Tenants do have to download the Piata app and activate their account.From the app they have a dashboard where they can see all of their rewards as well as reported on-time rent payments. I've looked into this tenants account and they are in fact receiving rewards. They currently have $180 of unused Piata Cash Rewards. I've attached an image below that also shows that you have reported all of their on-time rent payments. The tenant can always access any of this information from their account on the app. If a tenant is not tech savvy there is an option to activate their account online as well.
  
  
  
  We are still missing PII for this tenant. As mentioned previously this property was on the last missing data report for missing filter sizes and PII(Personal Identifiable Information aka birthdate) . The filter sizes were added which is great but we are still missing a birthdate in Appfolio for the credit building. We need PII in order to provide the service. If the tenant does not wish to provide it they cannot be enrolled. 
  
  I also want to add that Pinata does send a welcome email to tenants within 30 days of enrollment with instructions on how to get started. Piata will continue to reach out to the tenant and send a new invite to download the app and log in once a month until the tenant finally accesses their account. It looks like this tenant has been invited but has yet to access their account at this time. Once we do get PII for this tenant we will 100% back report any of their previous on time rent payments on their credit. Please be aware that tenants will need to pull their credit report directly from the credit bureaus to accurately see the rent reporting.Sometimes the rent reporting does not show up on 3rd party reporting services such as Credit Karma, Creditwise etc.
  
  -In regards to Identity Theft Protection, it works the same way as Piata. The property management company should provide notice of enrollment to the tenant once the lease starts so they will be aware of what to expect, but **** does send a welcome invitation to tenants requesting them to set up their account and get started. 
  
  -In regards to privacy and data sharing. Certain services within RBP do require the use of certain personal information such as the credit building for example. A birthdate is needed in order to report to the credit bureaus. The tenant will always be made aware of any personal information that is needed from them as well as the use for the information.Second Nature is confident in the security and compliance of our program, and takes all precaution when handling resident information to ensure protection of any enrolled lease. I have included the Second Nature Privacy Policy for your review. This link provides in detail our use and protection of consumer data. Should any specific questions arise,contact information for our legal team is provided at the bottom of the page to allow us to further review and respond to privacy concerns. Should you desire,we're also happy to review inclusions together. 

• Initial Complaint

  Date:12/23/2023

  Type:Customer Service 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.

  There is a property on lakeside drive , this company, I was looking to purchase a trailer , I looked at 2 that needed work , one my aunt owns, they refused to let me pay the lien , or provide me with the lien paperwork so I could save my aunts home , I was already approved by the park , and they are refusing to speak with me about the property. They have been accused of stealing peoples land before, I simply want to pay the lien on the trailer but they keep stalling because as ****** said the Lien amount goes up everyday , so instead of letting me pay it and responding in a timely manner, they are attempting to extort me for as much cash as possible

  Business Response

  Date: 01/15/2024

  Parties referred to in this response;
  Inch & Co Property Management, LLC “Inch &Co, We”
  ***********“I, Me”
  ****** *** ******* ******
  Dear Better Business Bureau,
  The allegations set forth in **. **** “Statement of the Problem” are false.
  Inch & Co and their representative, ****** have provided *** *** with true and accurate information during all communications.
  We have not refused payment. In fact, we went above and beyond by offering a payment arrangement on the balance due.
  *** ***, and his co applicant were approved for residency on December 13, 2023.
  When notified of their approval, *** *** expressed interest in purchasing the mobile home at *** ******** ***** North East MD, *****.
  *** *** was notified that Inch & Co does not own the mobile home at this address, so we are unable to sell the home. According to *** ***, the homeowner is his aunt, and she gave him the home.
  He requested information on how to move forward after obtaining ownership of the home.
  I attempted to explain the following steps to complete move in.
  Back rent balance to be satisfied in full
  Proof of homeownership
  Security deposit payment
  Remaining move in balance payment
  Minimum Home Standards compliance expectations
  Executed Lease
  The communication issues began when we explained a back rent balance on this property. *** *** believed that we were holding him responsible for the balance on the account. We expressed that our policies require back rent be paid in full before the transfer of ownership of a home. We are not holding him responsible for debts that are not his, but the amount must be satisfied for us to move forward. He accused us of only saying this because of our relationship with his aunt. We reiterated that this is policy, and our relationships with individuals have no bearing.
  *** *** explained that he was done with Inch & Co and was no longer interested in the home, and hung up before I could share the rest of the steps required prior to move in. 
  He then began to call back one call after another while I was with another resident (6 calls in total) followed by these emails.
  “I don’t see a problem with paying back the money . As long as you guys will work with me on it , I had called to see what kind of deposit I needed to make to hold that number below 4 k today 
  Sent from my ******” December 13, 2023 1:51PM
  
  “** ****** , we want that trailer (name removed for confidentiality) has agreed to give it to me she will bring me bill of sale , under condition that I deposit money with you. I will pay back whatever she owe in full , if you are willing to let me . I’m sorry to bother you and get back to me at your leisure. Thank you
  Sent from my ******” December 13, 2023 2:47 PM
  I reached back out to *** *** when I was available.
  He expressed that he was unable to pay the move in balance in full in addition to renovate the home and requested a payment plan for the back balance.
  Inch & Co was more than generous by offering him a payment arrangement that both parties agreed to.
  Later, *** *** explained that he did not have as much as he thought he did, and asked if he could give a lesser amount to move in.
  Inch & Co was firm on the payment arrangement offered, but we would accept payments until the move in balance was paid in full.
  *** *** wanted permission to secure the home. Both exterior doors had been removed, and the roof was leaking. Our area was calling for a big storm that weekend, so we granted *** *** permission to secure the home to protect his potential asset.
  “Good morning, calling for rain Sunday , definitely want to get that roof tarped and stuff . I also got doors refrigerator, and other stuff for there. Hoping to hear something from you today. Hope you have a good day and get back when you hear something please . 
  Sent from my ******” December 15, 2023 10:34 AM
  “Also , just asking you , would you trespass me , if I just went there and dropped off some doors and windows and took pictures and measurements… I won’t make any alterations to the property tho 
  Sent from my ******” December 15, 2023 11:13 AM
  “Hey do you have a mailbox or drop box? I can get the money order today … or can have my mom drop it off … but I got a lot of stuff done to the place , txt (Removed for confidentiality) if u wanna see the videos … 
  Sent from my ******” December 17, 2023 7:03 AM
  
  On Monday December 18, 2023 I came into the office and saw that *** *** was at the property again.
  I received the following email;
  “I will be over there in a minute I gotta go to ***** ***** get a money order 
  Sent from my ******” December 18, 2023 10:56 AM
  
  *** *** stopped in the office, without the money order and expressed that he applied for a loan to relieve financial pressure of renovating the home. And that he did not have the full move in funds, but the roof was being delivered the following day and he was going to install it.
  I informed *** *** that he does not have permission to occupy the lot. He began to argue with me that we gave permission to secure the home. I agreed that we gave permission to secure the home and referenced his email from December 15, 2023 10:34 AM where he specifically requested permission to secure the roof with a tarp. (Which had been completed over the weekend) I reiterated to *** ***, that he did not have permission to occupy the lot. I explained to *** *** that this is standard practice, and I was following company policy. *** *** asked if I could tell my company that he was just renting from his aunt, so that he would have permission to occupy. I expressed to *** *** that I would in no way lie to my company, and that his question was out of line. Upon *** ***’s request, I verified this policy with my supervisor.
  I sent ****** the following email;
  “******, 
  I spoke with my supervisor yesterday regarding your questions. 
  Permission to occupy the lot will not be granted until all steps for move in are completed. 
  Please let me know when you would like to schedule move in. 
  If you have any questions, feel free to reach out. 
  Thank you “ December 19, 2023 10:09AM
  
  ******;
  “Yes . The building is not habitable, I cannot move in until it is . However I do have the 2000 and can give it to you tomorrow. After that I need to stop the roof leaking. It is going to continue to damage it . I’m being told that I can present you with a bill of sale tomorrow. So with the bill of sale and the deposit of 2000 dollars. Can I continue with roof repair? I will not be attempting to live in it until it is livable. I do understand your concerns and will not violate any agreement we have verbally. I wish I had all the money to give you this very second . But it’s close to 1000 for the roof. I will not have the full amount of 3080 or whatever for at least a few more weeks . In that time I will remain on the lease at my current apartment. Simply put .. yes I could give you 3k to move in right now , but then I would have nothing left for repairs beyond my regular pay check … if I can pay you 2k get the roof secured. Then it’s not like a water slide in there and I can . Once I pay the other money . Go in there and completely fix the floor. And water damage. Thank you for your consideration in this matter . Also upon payment to inch and company, will (removed for confidentiality) portal balance be updated? 
  Sent from my ******” December 19, 2023 9:03 PM
  
  ******;
  
  ******, 
  I am not at liberty to discuss anyone else's account with you, but I would be happy to go over this with the account holder. 
  We gave you permission last Friday to secure the hole in the roof, and the doors to help protect from the severe elements we had over the weekend. 
  You secured the home with doors, and the roof with plastic.
  If installed properly, the temporary plastic patch should prevent further water damage. 
  We have been more than generous in allowing payment arrangements, typically payment in full is required prior to move in. Our stance on this matter is firm. Permission to occupy the lot will not be granted until move in is complete. 
  
  Steps for move in; 
  Since you offered to pay the balance remaining on the property, we have agreed to the following. 
  $2,000.00 towards the balance of $3,287.71. 
  $580.00 Security Deposit 
  $580.00 First months rent
  $3,160.00 in total to move in 
  
  Once payment is received, in this order, we will proceed with a Lease which will complete the move in. 
  We will also provide a payment arrangement at the time of move in for the following agreed upon schedule. 
  The remaining amount of $1,287.71 spread out over 6 months beginning your first month. ($214.62 per month for 6 months, in addition to timely rent payments)
  
  There are a few other things we need to go over regarding our expectation of bringing the home into compliance with our community guidelines. I will prepare a written document of our specific expectations. 
  
  I have included a copy of the lease for your review. Please review the lease and let me know if you have any questions. 
  
  Thank you, “ December 20, 2023 3:40 PM
  
  *** *** provided the attached document (Exhibit 2) claiming this to be proof of homeownership. ****** explained that this document is not sufficient for proof of homeownership, and that we would need a Bill of Sale from the current owners to *** *** and his co-applicant. He called the current owner, who called ****** for clarity. ****** sent both parties a blank Bill of Sale for their reference. (Exhibit 3) In response to this email, I received the following from *** ***.
  
  ******;
  “Would you be willing to tell me if an eviction has taken place for (removed for confidentiality)? If not I understand , I still plan on coming tomorrow afternoon to pay the amount you have specified. 
  Sent from my ******”
  
  “** . ******.  
  It’s come to my attention that a legal eviction was ruled in September for (removed for confidentiality).
  After so many days the trailer is then inch and co , meaning why can I not just buy it from you , get an abandonment title , and while you do that I will have paid you the remaining balance on the lien ? Legally, unless you say you are not in possession of it , the owner is inch and co , and I should deal with them directly. Or at least that’s how it was put to me. If the information I’ve given you is false please help to correct it . I am truly trying to work with you on this. But what you’re asking me for I cannot give you, if your company has evicted them in September? 
  Sent from my ******” December 20, 2023 4:54PM
  
  “*** ****** , 
  If the eviction took place in September, you guys should be the rightful owner of that trailer … I just want to know if I can buy it from you … was it a no right to redemption eviction? I should be able to get a bill of sale directly from your office or company. 
  Sent from my ******” December 20, 2023 5:19PM
  
  “Also , my mom just told me basically a story about the actions of the former tenants , I apologize for them and how they behaved, but in all actuality, if you are wanting to build a community of people that aren’t drug addicted or doing dumb stuff , then I am the man you want . I have exemplary military service, I’ve been gainfully employed for the same company for years , I am going to be married soon … I’m not anything like the former tenants , I am not in fear of my living arrangements being taken away , I could literally stay at this apartment until I pass away , as long as I stay working .. I’m not so desperate that I would take a bad deal.. the money you’re asking for , I will bring to you tomorrow and if nothing else you will know that I was truthful about having it . But from what I’m gathering and understanding, after seeking advice is , inch and co should own that , and between you and I , I’d much rather just deal with inch and co , for the acquisition of the home . If at all possible… I’m not writing this as any attempt to coerce or convince inch and co to sell me any asset they have claimed . I simply want it noted that in sept you guys evicted the tenant , and have had the property for about 60 days … I cannot pay anyone any money when nobody says they own the trailer lol . If it’s inch a co trailer as it should be by law , then please just sell me the darn thing so I can start to work towards assets for my retirement. I can’t get that bill filled out because (removed for confidentiality) , does not have , the title in her name if she does she’s keeping it from me and my mother , she only has a bill of sale … and idk if she even has that .. again I’m sorry to bother you , and I do look forward to a response . Hopefully something can take place in my favor . 
  Sincerely, **. ****** *** and *** ****** ****** 
  Sent from my ******” December 20, 2023 6:02PM
  
  ******;
  “******, 
  Your persistent emails are being automatically sorted to my junk folder. If I miss any key points here, let me know. 
  As I have explained to you on many occasions; My company and I do things by the book. 
  Everything that I have told you regarding ownership of the mobile home is true and accurate. 
  We do not own the home; therefore, we cannot sell you the home. You have known this from the very beginning.
  Counting all four of these emails, this is the 6th time you have suggested that we offer you a backdoor deal. This behavior will no longer be tolerated. I have explained to you very clearly what we need in order to move forward with move in. 
  
  Your character is not in question. You do not need to provide documents of military status or comment on other residents in order to prove your case. Your application was approved. 
  
  Your application will remain approved for 30 days from the approval date. 
  
  I am happy to assist you in smoothly transitioning, but the repeated communications, all in which have been different outcomes on your end is making this process more confusing than it needs to be. 
  
  There is a balance in the amount of $3,287.71 on the property. 
  It is my understanding that you and the previous owners have made arrangements for the home to be gifted to you in lieu of you paying the balance on the property to Inch& Co. Property Management. 
  As I have mentioned before, my company has been very generous in allowing a payment arrangement on the balance. Typically this is required to be paid in full, up front and in addition to new move in fees. However, we understand that the home needs work in order for you to move in. Which is why we agreed to the payment arrangement set forth in my previous email. 
  
  Out of generosity, I will list the steps before move in one last time for your reference. Please see below. 
  Proof of homeownership- Bill of Sale from current owners. 
  $2,000.00 towards the balance. 
  $580.00 Security Deposit
  $580.00 first months rent
  Move in settlement
  Sign lease 
  provide copy of homeowners insurance 
  go over expectations of bringing the home and property into compliance 
  sign payment arrangement agreement 
  Once all of these steps are complete, you will be the lease holder on the property, then, and only then will you have permission to occupy the property. 
  
  If you have questions in regard to the list above, I would be happy to answer them for you. 
  
  Due to erratic and inconsistent behavior, all communications will be in writing, and I will collect all move in funds collectively, once the proper form of homeownership has been provided to our office. 
  
  Thank you, “ December 21, 2023 7:24 PM
  
  ******;
  “Back door? I’m literally just trying to get the bill of sale from you , I’m done I don’t want to have any business with you . If you want to know who assisted me in finding out this information then call **** ***** manor mobile home park …. (name removed for confidentiality) don’t own that trailer , you took it from her on September 25 or whatever . I’m done do not respond I will have no dealings with you whatsoever. I have tried several times to acquire the trailer legally through you . I went to an advisor who is manages 2 different mobile home communities, neither as bad as lakeside . I would have been doing you a favor buying that dump . Idk her last name but ***** from **** ***** who knows the owner of ******** , knows he’s trying to sell the park , and explained to me how to get the title and the bill of sale . It would have to be through you and an abandonment title that you would file for . That is not a “backdoor” deal how dare you accuse me of such . I have been in contact with an attorney and ***** to understand my legal obligations as a buyer . You want me to pay you that money with a false bill of sale . I cannot awuire it from bj after 30 days or whatever it’s considered abandoned . The property owner is then responsible. Do you think I’m just making this up ? Or I’m just completely ignorant?  This is the end of any business that could have taken place ..back door deal … like the ones your company is being sued for and loosing ? Goodbye ****** 
  Sent from my ******” December 21, 2023 8:22PM
  
  “There has been no erratic behavior. Only my money at stake , and you either forcing me into angels trailer which needs more work than 105 , or you not communicating fully .. you evicted the former owner … how am I supposed to get a bill of sale from them , when inch and co has been in possession of that trailer for over 60 days . ….. consider the 2 doors I hung and toilet and fridge I put In there a Christmas present. This is completely insane and wouldn’t buy a single trailer without my realtor present at this point .. this whole thing has been shady from the start. You got real vague when I asked about 105 then I find out the process yall take to seize a trailer from , the **** ***** manager . I do not want to be screwed out of that money and I believe that’s what was going to happen if I handed you 3 grand without thing back from you in the form of a sale …. Show me the lean paper work. Please , and I am requesting a park approval letter.  Something that says I was already approved for the park . 
  Sent from my ******” December 21, 2023
  
  In response to this email, I forwarded another copy of the approval letter to the address we have on file for *** *** and his co- applicant. I did not respond via email out of respect for *** ***’s wishes.
  
  I believe the email thread above, and attached to my response provides proof that Inch & Co, and their representatives have provided all information and steps that *** *** would need to move forward with the purchase of the home located at *** ******** ***** North East MD, *****. We in no way told him that he could not pay the back balance or refused to speak with him about the property. The only questions we did not provide answers to are the ones which pertained to a previous resident.
  ****** never told *** *** that “the lien amount would go up every day”.
  I have attached a copy of the email thread (Exhibit 1) in addition to the mentioned Exhibit 2-3 for your reference and would be happy to answer any further questions.
  Thank you for your time. 

• Initial Complaint

  Date:10/27/2023

  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 put in too application for my son and myself and not once have they try to show me a place or even contact me. I've been trying to email and call and no one gets back to me. I have left multiple messages and wrote to them a couple of times and to no avail.. I don't have a man that supports me or anyone for that but my money is limited and not to pay and get nothing in return so I want my money back

  Business Response

  Date: 10/31/2023

  Thank you for reaching out, please see the below information pertaining to ***********************
  
  ****** applied 9/8/23
  The application process began 9/11/23 at which time our team reached out via email to inform ******* that we needed her Co-App (***********) to apply for the application to be completed resulting in a decision. 9/11/23 ******* replied that she would have him apply.
  The co-app (***********) did not apply
  
  On 9/15/23 the application was denied due to lack of information and a response.
  
  Our process is to cancel any application that is unresponsive within a 48-hour period of receiving an application, in addition an application must be approved prior to touring a property.

  Customer Answer

  Date: 11/13/2023

  they have not reach out to me nor email me at all i try calling them and i leave messages and no one gets back to me 

• Initial Complaint

  Date:11/29/2022

  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.

  On 5/13/2022 my husband and myself signed a lease with Inch & Co Property Management to move-in 6/19/2022. Upon move-in we notified Inch & Co by telephone that we were not provided with a trash can. On 6/30/2022 we noticed that there was no air filter installed in the furnace, we put in a maintenance request which was resolved 6 days later. On 6/30/2022 we still had not received a trash can, so we entered a maintenance request, which was cancelled by Inch & Co the same day, we had to wait for the city to order and deliver it. On 7/27/2022 after 21:00 (after hours) half of our house lost power and would go on and off every few minutes. We put in a request and called the emergency request telephone number, but they could not send help until the next morning. On 7/28/2022 the technician that Inch & Co sent to the house ensured that there was no hazard or danger in the wiring and/or meter. We contacted *** Electric to notify them of the issue, and their technician informed us that we needed to leave the property immediately because there were multiple prongs on the base of the meter that were severely damaged, and they cut the power line going into the meter. We were not provided with housing/shelter until 4:56PM on 7/28/2022. The next morning we called for an update, to which they informed us that we were to check-out at 11:00AM that day and they would provide us with a hotel room later that evening if our electricity had not been restored yet, so they refused to provide shelter to 2 adults who work from home, 3 children (10, 8, & 1), a dog, and a cat. We were notified before check-out that the power had been restored and *** had inspected the property, but upon contacting *** we were told that was incorrect. After significant back and forth they paid for additional nights. We were unable to work during this time. They agreed to lease termination with no penalties but is refusing to provide documentation regarding the charges deducted from the security deposit.

  Business Response

  Date: 11/30/2022

  In response to the complaint, 

  In accordance with PA State Law, we mailed the security deposit disposition letter to the tenants with the forwarding address they provided. The tenants vacated the home October 10th, 2022, and the disposition letter was mailed on October 19th, 2022. Attached you will find a copy of the disposition stating what the tenants are being charged for. 

  Customer Answer

  Date: 11/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the charges listed on the invoice are false and unsubstantiated. For example, we lived at the property for less than 4 months and are being charged $100 to check the smoke detectors, that you deemed would be safe for the term of our lease which was 12 months. These complaints were immediately sent via email to ****** ********, the real estate agent that provided us with an incorrect lease, and Heather S, the President of Inch & Co Property Management, upon receipt of the invoice, and then followed up on after 3 weeks, but all parties have neglected to respond let alone attempt to resolve this situation.
  
  We signed a lease that did not match what we were provided, and the lease is a binding contract. Inch & Co did not withhold their end of the contract, therefore it is void and does not even apply to this situation. As stated in the email, we are expecting a full refund for all charges pertaining to move out due to the lack of details provided (we requested a breakdown of man-hours worked, materials used, and any up charges along with photos) and because our lease was never valid due to Inch & Co's inability to provide what was listed in the contract.

  
  Regards,
  
  *******************************