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:03/06/2025

  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.

  When ending our lease out the owner of the property was supposed to give us a security deposit back. He left the rental company because he wanted to sell his home. We were told to do the final walk through with his real estate agent and have her make the decision. She told us everything looked good we would be able to recieve that deposit back. Since then I tried to contact the home owner for further information. He never once reached out to me. I’m very disappointed in the whole situation. This was to be done in July of 2024.

  Business Response

  Date: 03/10/2025

  Dear Ms. T******,

  We are so terribly sorry to hear that you h*** not been able to get a hold of the property owner/landlord for this rental home, regarding your security deposit disbursement.  Unfortunately, as we notified you during your tenancy, the property owner, Mr. Edward *****, cancelled property management services with our company, as he wished to placed the home on the sale market.  When an owner/client cancels our services, we are required by law to transfer the lease, and the Security Deposit to the property owner.  Mr. ***** was notified that he must follow the law and your Security Deposit must be disbursed, in whole or in part, within 30 Days after your move out.  Upon receiving this notice from you, we again reached out to Mr. *****.  We emailed him and left him a VM letting him know that you are in contact with us and that you h*** not received your Security Deposit disbursement.  Please know that you do h*** rights and that you may pursue Mr. ***** in magistrate court.  The following is all of the most current contact information that we h***, as of the date that he terminated our services. 

  Mr. Edward *****

  **** ** **** ***
  ******* Fl *****

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

  Email address:  ************@***.com

  Unfortunately there is nothing that we are able to do, as we were not managing the property at the time of your move out and were therefore no longer in possession of your Security Deposit (which as you indicated, you were aware of). 

  Again, we greatly apologize that this is out of our hands, as the property owner terminated his contract with us during your tenancy.  

  Kindest regards,

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My property management co. had me to move into a house that was not yet fit for occupancy. For example, there is a giant hole to the outside in the laundry room that has allowed rats into the unit (not resolved), the heat was not working upon move-in, the oven was not working upon move-in (not resolved) etc. I have submitted 10 service request tickets (image attached), ranging in severity, and only 2 have been resolved by the company. Please see current status of issues starting with the most emergent:
  
  1. Rat infestation due to floor opening in laundry room (pictures 1 and 2). This was damaged upon move-in. I have submitted 3 service requests, the initial 2 were closed with no explanation. I had an exterminator come on 1/6/2025 and he volunteered to report all issues to the property company (picture 3). I had a dead rat in my bedroom on 1/5/2025, which finally warranted attention (picture "rat"). Remains unresolved, I am not aware of a plan to patch/replace the flooring. As a result had to spend my own money to barricade the opening as best as possible (pictures "expense 1", "expense 2" and "barricade").
  
  2. Oven was damaged upon move-in and inoperable. (picture "oven" is from the move-in inspection where it shows damage).
  
  3. Unmarked garbage can was full of trash and City won't accept it. Remains unresolved. (picture "garbage can").
  
  4. Downstairs sink was flooded upon move-in. This was resolved. Documented in ticket picture.
  
  5. Back railing was loose and a hazard. This was resolved. Documented in ticket picture.
  
  6. Heat was inoperable upon move-in. This was the first weekend in December and temperatures were low. I resolved the issue by changing the batteries in the thermostat. Negligent.
  
  7. Addt'l crawl spaces exposed outside - ticket submitted and closed, no resolution.
  
  Lastly, attached are email communications where the company negates my severe issues. I am seeking support in resolving my current issues. I am also seeking discounted rent for my stress.

  Business Response

  Date: 01/13/2025

  We have spoken with the owner of the property and have received approval for the rent credit that is being requested.  Our Senior Property Manager has been in contact with the Ms. ****** to assure her that all remaining work orders are being addressed and that the property owner has approved our request for the rent credit, which she will see on her account.  We are truly sorry that some items were missed on the Move In Evaluation and appreciate Ms. ****** working with our vendors to provide access to make necessary repairs as well as any pest abatement that is needed. It is always our goal for Residents to feel heard and to do our best, as we work with the property owner, to quickly address any issues.  Thank you Ms. ****** for your patience and your persistance  with providing photos and details. 

• Initial Complaint

  Date:12/06/2024

  Type:Billing 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.

  This company is the property management company I pay my rent to. Yesterday (12-5-2024) I tried for 6 hours to pay my rent. Toward the end of the night, I still couldn't. I figured since at was almost midnight, I would email them to let them know the situation since at midnight or would charge a fee. I posted pictures and screenshots as proof of the site issues. The next morning, I woke up and IMMEDIATELY made the payment. I then get a charge posted to my account for 20% of my rent for "late fees". I tried to call and the stated they don't discuss fees over the phone. Btw, you can't go into their office either. So, they e-mailed me stating the fees are valid and they will not remove them even though proof was sent. The fees are unfair as this was NOT my fault.

  Business Response

  Date: 12/10/2024

  I spoke with Mr. D******** this morning and explained that each year we remove one late payment for each resident, and we did that for Mr. D******** back in May.  Fair Housing laws require that we treat each resident exactly the same, and late fees are applied equally for all residents when rent is not paid by 5 pm on the 5th of each month.  I explained to Mr. D******** that the error message he was seeing on his screen was most likely caused by his Browser, as there were no issues with residents paying rent on the 5th and many did do so.  Per the lease agreement, rent is due on the 1st of each month.  We do not charge late fees til the 6th.  The owners of the properties which we manage have mortgages that must be paid and we require on time rent payment to ensure we can transmit those payments to the property owners in a timely manner.  I did explain to Mr. D******** that his failure to pay the late fee will NOT result in an eviction, as we only file eviction for non payment of rent.

• Initial Complaint

  Date:09/15/2023

  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 engaged Charleston Property Company (CPC) to provide property management services for me, as I am a full time working mom without the time or expertise to manage a property. My tenant's lease is ending 9/30/23, and they emailed me regarding the move-out procedures they intended to conduct. I chose this company in large part because they assured me of the thorough move-out checks (inspection, requiring tenant carpet cleaning, etc.) and because they removed the necessity of any direct communication with the tenant.
  
  I referenced the contract I entered with CPC (attached) to see what termination notice was required on my part, as I do not intend to lease the property again, and found that I needed to give 30 days written notice. Their email indicated the move out process would be complete within 4 days of end of lease, and with this in mind, I email my intent to not renew their services on September 5.
  
  Within two hours, they responded that they were terminating my contract and services effective September 20 (instead of approx. Oct 5) and would not perform any property management duties related to move-out (including inspection, return of keys and security deposit, etc.).
  
  My email response to them, and theirs to me, are attached. In the interim, upon further contract scrutiny, I found under Item 19(e), that CPC can terminate the management contract with 10 days notice at any time "without cause," and I realize it is often not illegal to be a jerk, especially with provisions like that in the contract. However, the circumstances around their termination of my contract are not just "without cause", but retaliatory and certainly acting outside of good faith on the services they were hired to provide.
  
  I would appreciate any help resolving the issue with them -- and at the least, hope that this can be recorded so other consumers are cautioned when considering engaging their services.

  Business Response

  Date: 09/20/2023

  We appreciate your feedback and would like to address the concerns regarding the termination of our property management services. We take all client feedback seriously and aim to provide clarity on the matter.
  
  Firstly, we acknowledge that in our property management agreement, there is a provision under Item 19(e) that grants Charleston Property Company (CPC) the right to terminate the management contract "without cause" with a 10-day written notice. It is important to highlight that this is a standard clause found in most property management agreements across the industry. Its purpose is not to be confrontational or punitive but to provide both parties with a clear understanding of the terms and conditions under which the contract can be terminated.
  When a property owner decides not to renew our management services, we respect their decision. In such cases, our contractual relationship is typically terminated in accordance with the agreed-upon notice period, which, as per her agreement, is 30 days.
  However, we would like to emphasize that CPC's decision to terminate the contract is not meant to absolve us of our responsibilities but to facilitate the client's immediate control over the property after it becomes vacant. Our move-out process is comprehensive and can take up to 30 days, depending on priority levels. Properties with signed leases receive top priority, followed by properties actively listed for rental. All other properties are deemed lower priority since they are not under such stringent timelines, which can lead to delays in returning the property to the owner after a resident moves out.
  In order to prevent such delays and ensure our clients regain swift access to their properties as soon as they become vacant, we initiate the contract termination process 10 days prior to the residents' move-out date. This approach facilitates owners in promptly regaining control of their properties, thus simplifying the transition process.
  
  We empathize with the concerns arising from this situation and wish to make it clear that our actions were not driven by retaliation or an intent to act in bad faith. The decision to set the termination date for September 20th was primarily to synchronize with the vacancy date. This allowed us to facilitate the prompt transfer of the security deposit, a process that typically takes 3-5 business days to deposit via ACH. Additionally, during this period, we ensure that clients receive all essential tenant contact information and necessary documents required to facilitate their own turnover process.
  
  Furthermore, it's important to note that during periods of vacancy, Charleston Property Company does not receive compensation for the extensive work involved in the turnover process. Our compensation typically comes from the leasing fee when a property is relisted for rent with our brokerage. However, in cases where the property is not slated for relisting with our agency, the vacancy period does not cover the costs associated with these services. This underscores the necessity of aligning contract terminations with vacancy dates to ensure the smooth transition and operation of our property management services.

  Thank you for your understanding.

  Customer Answer

  Date: 09/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Good morning, 

  I'm sorry that I missed responding within the 5 day window. This is the morning of day 6. I want to indicate that CPC's response is not acceptable. I understand that the outcome will not change for me, but their response does not remediate the retaliatory and bad faith action on behalf of CPC. I have never filed a complained with BBB before, and have only left a bad online review for a company/service once previously in my 40+ years (for reference that I am not typically disgruntled and do not usually find it worth my while to complain online or tarnish someone's reputation). However, their termination of my contract to avoid move-out responsibilities is truly unacceptable. They also did a poor job on other things throughout the year (e.g., I authorized/requested pressure washing in June, but it happened in August only after multiple HOA notices)- but I did not terminate knowing I needed their help for move out. I want other consumers to be warned. 

  Further, since their response through BBB, I have received conflicting emails from CPC (attached) - stating that the "the move out process is complete", "the tenants have vacated the property", and "Our office will be conducting the move-out evaluation...", none of which are true (hence the complaint to begin with). Lastly, if they are done with me, then they need to refund my $500 "portfolio minimum" they require owners to provide for use in the event of expenses incurred during management - since they have terminated the management relationship. 

  I hope I will not need to start a new complaint and that this account is satisfactory. Thanks in advance for your help.

  Kim

  Sincerely,

  Kimberly F***

  Business Response

  Date: 10/06/2023

  Thank you for reaching out! The emails Ms. F*** is referencing are emailed automations. Unfortunately, our system does not have the capacity to be selective on who does and does not receive these emails during the turnover process, which is why she is receiving conflicting email notifications. This is why we sent all the pertinent information to her prior to the tenant's vacancy to help avoid the possibility of confusion. We do know that this can be frustrating for our clients and are working with the developer to create a work around. 

  Regarding the retained reserve fund, upon termination of the management agreement, clients will receive any outstanding funds owed during the upcoming scheduled owner's draw. Our next date is set for October 10th.

  Thanks!

• Initial Complaint

  Date:05/09/2023

  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 visited one of their properties and after I left they sent me a message saying “if you like the home to submit an application.” I went to the website and there was nothing noting an application was pending. So, I submitted an application and the $75 fee. Immediately, I received an email stating there was an approved application pending on the home. After that, I continued to get messages, emails and texts, stating I should submit an application. My issue is they do not send back the application fee even though my application was processed. It’s a scam to continuously ask people to submit applications for homes that have applications pending, considering they will not refund the fee if your application is not processed. How long does a home show available that has an application pending? How much money do they take in off this immoral practice? They are basically scamming people out of $75.
  
  I have all the texts and emails showing this timeline. Very unethical.

  Business Response

  Date: 05/11/2023

  Mr. *******,

  Thank you for providing us with your feedback. I see that you submitted your online application around 3:30 on the 5th, and at 4:30 we did send you notification that another application was approved. As stated in our application qualification requirements, all application fees are non-refundable. You also signed a consent form agreeing to these terms when submitting your application. Please know that the reason our application fees are non-refundable is because, similar to every property management company, we utilize at third party screening software that charges us each time an application is processed. As soon as the application fee is paid, the background check and credit check are performed. At this time, the charge that is billed to our company becomes non-refundable with the third-party screening software. 

  Our company can receive applications at any given time. The way we were not able to anticipate the timing of your application submission, we are not able to anticipate that of others. While some applications take weeks to complete, others can be completed very quickly which again, we cannot predict. The emails you received encouraging you to apply for the property are automated emails that send out until a property is leased. If for some reason, a prospective tenant acts on that email after an approved application is received, the application link becomes disabled to avoid any other applications from being submitted. The reason the application link was enabled at the time you applied was because, the property was still available at that time. We notified you the moment we did receive an approved application and disabled the application link at that time. 

  We do recognize the unfortunate timing of when you submitted your application and are very sorry for the inconvenience. This is certainly not a common occurrence, however, for any applicant whose application is still pending at the time an approved application is received, we do allow you to transfer your application to an alternate property. Please let us know if you need any further clarification.

  Business Response

  Date: 05/15/2023

  ****,

  As a one-time courtesy we will refund your application fee. Thank you.

  Customer Answer

  Date: 05/17/2023

  
  
  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,
  
  
  
  **** *******