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:08/23/2024

  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 signed a contract that silverkey would manage my home. I got charged for a leak in my bathroom that someone just covered up w plywood,that ended up rotting also, I got charged twice for the air conditioner, still isn't fixed, my kitchen floor has fell through, the bathroom ceiling has fell through, you can see outside, the ceiling in the bedroom has rotted out, the ceiling vents are falling down, it's destroyed. I trusted someone to manage my home, it's destroyed. to fix all this will cost a fortune, I'm just screwed. I do have an appointment w a lawyer, I downloaded a video, I hope it came through so you can see

  Business Response

  Date: 09/05/2024

  Thank you for bringing this complaint to our attention. While it is true that we have a signed contract with the homeowner, we want to clarify that managing rental properties always comes with some level of risk. We have performed multiple repairs on the property, and I am attaching a detailed list of the work orders completed to demonstrate that we have made numerous attempts to address the issues, including the air conditioning. Unfortunately, many of these fixes were temporary due to the nature of the problems and limitations we faced.
  It is important to note that, throughout this process, communication with the homeowner has been challenging. Despite these difficulties, we have continued to do our best to manage the property effectively. Additionally, the homeowner has not contacted me directly with these specific concerns, which I would have been happy to discuss and work towards resolving.
  We strive to provide quality service, but it is important to understand that our management services cannot guarantee the complete prevention of all property issues, especially when there are underlying conditions beyond our control. Nevertheless, we remain open to further discussion and will continue to try to address these matters to the best of our ability.
  Thank you for your time and consideration.

  Customer Answer

  Date: 09/12/2024

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

  A. The "risks" in renting property are a tree falling on the house, fire or acts of God.  These risks do not include the inept ability Silver Key has shown in managing the property.

  B. Repairs: It is agreed that several have been made, however there is no documentation of any follow up inspections from Siver Key to ensure that the repairs were sufficient and up to standard.  The Silver Key inspection (completed 4-30-21) before assuming responsibility of the property shows this property was deemed by Silver Key to be up to their standards of a good rental property with all inspections deemed OK by Silver Key.  We are now facing $30,000 in repairs to this property that has been mismanaged by Silver Key.  That just 3 short years ago Silver Key's own documentation shows the property to be in good condition.

  C.  Communication:  I am rejecting the fact that "communication with the homeowner has been challenging" this is the 21st century and my cell phone is always on. 

  D.  Quality service: If I as the homeowner had received "quality service" from Silver Key I would not be facing a $30,000 repair bill to fix the property.  There are no records, documentation or phone calls of inspection of the property to ensure that the property was being managed adequately.  I even made calls to Silver Key stressing my concern of the property by just seeing the home from the roadside.  Did Silver Key follow up on my concerns I have $30,000 reason to say they did not.   
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 09/24/2024

  Dear BBB,
  I am writing in response to the complaint filed by Ms. ******, and I want to assure you that I am making every effort to resolve the matter. I have reached out to the property owner on two separate occasions to address the issues raised in the complaint.
  On my first attempt to contact the owner, I did not receive a response. However, on my second attempt, the owner responded, stating that she would be unavailable until the week of September 30th and would contact me then to discuss the matter further. I have attached screenshots of both attempts to communicate with her.
  I am committed to working with the property owner to address the concerns and reach a fair resolution. I will continue to follow up with her as we approach the week of September 30th, and I am hopeful for a prompt resolution once we are able to meet.
  Please let me know if there is anything further you need from me in the meantime.
  

• Initial Complaint

  Date:06/21/2024

  Type:Facilities 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 have contacted Silver Key regarding issues at the ******** Trailer park I own a home in. There are people who have sold their trailer and still continue to "hang out" walking all around the grounds. There's another man living in a camper who has no water or sewer hook up and there's a bucket of human waste just sitting outside and it stinks. There's a trailer next to mine and the telephone pole with the power lines attached that broke and is now laying on the ground and the wires are drooping. There is also a big hole where there use to be a fountain that they took out and never filled the hole with dirt. I have gone into the office on multiple occassions with pictures and they have done nothing to fix any of these ongoing issues. I pay $300 a month for the lot rent and this place looks very run down. I want something to be done about these issues. I don't feel it's fair to be paying this high lot rent when they have done nothing to make it look nice. Half the time the grass gets so high it needs to be brush hogged. Thank you for your time.

  Business Response

  Date: 07/08/2024

  Dear Better Business Bureau,
  Thank you for forwarding the complaint from one of our residents at ******** Trailer Park. We take such concerns seriously and appreciate the opportunity to respond.
  1. Telephone Pole and Power Lines: The telephone pole in question fell on the 19th of June, and the tenant reported this issue to the BBB on the 20th. Immediate action was taken to cut off the power to ensure safety. We are currently working with the utility company to address this issue and restore power. Unfortunately, there are procedural requirements that must be followed, which can cause delays. It's important to note that no one was living in the affected trailer, ensuring no immediate danger to residents.
  2. Individuals Loitering Post-Sale: While the presence of individuals who have sold their trailers but continue to frequent the park is a concern, this is a public space, and it is difficult to restrict access entirely. 
  3. Camper with Inadequate Sanitation: We have not received any prior work orders or complaints regarding the resident living in a camper without proper water and sewer hookups. However, this issue will be investigated immediately, and appropriate actions will be taken to ensure compliance with sanitary regulations.
  4. General Maintenance and Mowing: We have consistently handled maintenance and mowing issues promptly. Any previous complaints about mowing have been addressed in a timely manner, ensuring the park remains well-maintained. We are committed to keeping the park in excellent condition and will continue to do so.
  

  ******** Trailer Park is currently undergoing significant improvements, similar to other parks we have successfully remodeled in the area. While these changes are ongoing, we aim to minimize disruptions and maintain the park's appearance and functionality.
  

  It is important to note that except for the issue with the telephone pole, no other formal work orders have been submitted by this tenant regarding the cited issues. Our process for addressing complaints and maintenance requests relies on residents notifying us of problems so that we can take timely action.
  We are committed to providing a safe and well-maintained living environment for all our residents and appreciate the opportunity to address these concerns.
  

• Initial Complaint

  Date:03/12/2024

  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 have lived in this trailer since 2019. Silver Key bought it around 2 years ago. There is so much going on with this trailer. Underneath is filled with water from one end to the other and is causing my floor to split and sink in. They said they would not fix it as long as I lived in it. Iam now being evicted due to not paying the rent because I can not get anything fixed

  Business Response

  Date: 03/26/2024

  Hello,

  We are writing in response to a complaint filed by Ms. ****** **** regarding alleged maintenance issues at her rental unit managed by Silver Key Realty. We appreciate the opportunity to present a comprehensive overview of our actions and the context surrounding Ms. ****** complaint.
  

  Silver Key Realty is dedicated to maintaining the quality and safety of all properties under our management. We promptly address maintenance requests to ensure our tenants enjoy a safe and comfortable living environment. In the past year, we have addressed multiple maintenance requests from Ms. ****, as detailed below:
  

  Screen Door Hinge Repair (Work Order #******, April 2023): Prompt repair of the front screen door hinge to ensure closure and security.
  Door and Moisture Issue Resolution (Work Order #****** and #******* June 2023): Addressed and resolved front screen door latching issues and floor separation due to moisture.
  Heating System Repairs (Work Orders #******, #7*****, December 2023; #******* December 2023; #******, January 2024): Conducted several repairs to the heating system to address concerns about noise, operation, and safety, ensuring the unit functioned correctly and safely.
  

  These efforts demonstrate our commitment to resolving maintenance issues swiftly and effectively.
  

  It is important to note that the eviction process initiated against Ms. **** was not in retaliation for her maintenance requests but was a necessary action due to significant outstanding rent totaling $2,685. Despite multiple opportunities and efforts to resolve this matter amicably, we were compelled to proceed with eviction for non-payment of rent.
  

  We believe the timing and nature of the complaint may suggest it is retaliatory, given the extensive record of maintenance services provided and our ongoing efforts to communicate and resolve financial issues. Silver Key Realty maintains detailed records of all tenant interactions, maintenance requests, and financial transactions, and we are prepared to provide further documentation to support our response.
  

  We value the role of the Better Business Bureau in facilitating resolution and understanding in matters such as these. Should you require additional information or documentation, please do not hesitate to contact us. We are keen to resolve any concerns and continue to provide quality housing and maintenance services to our tenants.
  Sincerely,

  **** ******** 

  Property Manager

  Customer Answer

  Date: 03/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Iam not understanding the work orders.. I called and told ***** about the floor splitting due to the water damage and her response was "**** said he will not fix the floor long as I was living there" No heat throughout the winter because silverkey never fixed the thermostat but throwed me 3 heaters that ran my light bill up. I refuse to pay $700 and not be comfortable.. How can you raise the rent but not fix things?
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:01/26/2024

  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.

  Refund of Rental Deposit
  
  Sept - Called Silver key to give notice of intention to vacate premises at *** ** ******** ** *** ******** ********* by the beginning of November 2023. Also sent hard copy of intention as well, including forwarding address and instructions.
  
  Vacated Apartment Oct 27, 2023, on site owner viewed apartment and said that everything looked great.
  
  Dec 2023- Called the first week to inquire about Deposit.
  REPLY- It was sent out to *** ** ******** ** **** *** ********* ********* Given forwarding address again.
  
  Dec 20- ******* texted asking for forwarding address. Forwarding address texted to her.
  Dec 21- Telephoned and spoke to ******* again who confirmed that she had indeed received it.
  
  Jan 10 2024- Wife called a spoke with another female (not *******) that became highly defensive. telling my wife that they can prove that the check had been sent, my wife reiterated that it had not been received, the person said that she would get someone to check to see if it had been cashed but that person was out of the office and might not be back for several days, when asked when it might be known as to the check being cashed she said " Honey I guess you will find out when I do!" and abruptly hangs up.
  Moments later ******* calls me back and said that it had been mailed and to give it another week.
  
  Jan 25 2024 - Called and spoke with ******* she said that the person who could see if the check had been cashed was out of the office but would call back tomorrow.

  Business Response

  Date: 02/07/2024

  Thank you for bringing this matter to our attention. We are writing in response to the complaint filed by Mr. ******** regarding the refund of their rental deposit for the premises at *** ** ******** *** **** ********* *********. We value the opportunity to clarify the circumstances and outline our actions to resolve this issue.
  Upon receiving notification of Mr. ********'s intention to vacate the unit by early November 2023, we prepared to refund their deposit in accordance with our standard procedures. However, we encountered difficulties in obtaining a valid forwarding address to send their deposit refund. Our records, which we have attached, show that we made several attempts to contact Mr. ******** for this information. The first request was sent via text on November 15th, 2023, shortly after the property was vacated. When no response was received, we followed up with another text on December 20th, 2023, prompted by the sale of the property and the transition of its management.
  Despite these challenges, we have made every effort to ensure that Mr. ******** receives their deposit refund. To date, we have issued two checks in an attempt to rectify this situation. Despite our initial difficulties in obtaining a valid forwarding address, Mr. ******** eventually provided a P.O. Box address in Arizona for the refund. Acting in good faith, we issued the first check to this address. When the refund did not reach Mr. ******** as expected, we issued a second check to the same P.O. Box, believing the issue may have been an anomaly or due to postal service delays.
  Attached to this correspondence are copies of both checks and the text message history, confirming our attempts to ensure Mr. ******** receives his deposit refund promptly. We are concerned that the use of a P.O. Box in Arizona may be contributing to the delivery issues, but we have made every effort to overcome this by closely following the instructions provided by Mr. ********.
  We understand the importance of receiving one's deposit in a timely manner and regret any inconvenience this situation may have caused Mr. ********. We are committed to working with Mr. ******** and the postal service to resolve this matter efficiently and ensure the deposit is received.
  Thank You!

  Customer Answer

  Date: 02/16/2024

  
  
  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,
  
  
  
  ******* ********i