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:02/10/2025

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/2025 I was supposed to have moved into my home from doorby property management. I went inside and the unit was cold so I asked the office what is going in with the a/c unit? I was told it would be fixed the same day and it did not plus I wanted my money back $950 less $200 concession and also $2300 for a double deposit. Was told I can only get back the $950 and forfeit the double deposit plus even after this I didn't want lose any money and also did not want to be homeless anymore so I tried working it out with them as doorby said they had 2 space heaters I can use until the heating fixed but this did not help. The apt is midsized and the heaters kept me and my children cold because both cannot be used at the same time. I have iron deficiency anemia and me and my kids have been in the car all day trying to get warm. I need a full deposit refund and first month's rent of $950 returned to me. Me and my children are back homeless because of this. We used the homeless coalition here in chattanooga, tn for the deposit.

  Customer Answer

  Date: 02/12/2025

  The issue became resolved once the complaint was received by your
  institution. Thank you for helping resolve this matter.

• Initial Complaint

  Date:11/22/2024

  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.

  On October 19, I applied for an apartment through Doorby. However, I received a response from Doorby on Oct. 22, I believe, that the apartment had already been rented. Since then, I've repeatedly asked Doorby for a refund for the $70 application fee. However, Doorby has not budged. I would like a refund. Why would they take my $70 for an apartment that's listed on their site but already rented?
  
  Receipt #*********
  
  
  AMOUNT PAID DATE PAID
  PAYMENT METHOD
  $70.00 Oct 19, 2024, 11:46:07 PM **** * **** 
  
  SUMMARY
  
  
  Findigs Application Fee

  Business Response

  Date: 12/30/2024

  Our application fee of $70 is non refundable as this is what we use to screen the applicants. This is listed on our website and all marketing. When this person applied for the home, it was still available. We do not take homes off the market until a security deposit is put down for the home. Once a deposit is put down and we take the home off the market, we let the applicant know their application is good for any of our other properties. 

• Initial Complaint

  Date:06/24/2024

  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.

  On move in day, we arrived to find the property at *** ****** ** was not ready for tenants. Before signing the lease and paying first month’s rent and security deposit, I inquired about the reasons why the previous potential tenants pulled out of renting. ***** at Doorby, stated there were minor issues with the deck and carpet in the master bedroom closet. I specifically asked if there was any mold. She stated there was absolutely no mold. She also stated that Doorby had the property cleaned. Based reassurances from Doorby, signed documents to secure our lease. Issues: Crawl Space: Wet and Soaked Boulder and insulation, no attempt to seal, filled with lint from previous vent routing. Mold and mildew in parts of house. Utility Room with rat trap & moldy spots on wood planks. Ant Infestation in Master BR & mailbox. Exterior Window Casing decomposing. Decks falling apart & unsafe. Outlets in kitchen/master not working. Lights in Master bath not working. Live bugs & dead bugs. Trash including rusty tiki torch cans, old building materials/supplies & beer bottles. No evidence of landscape maintenance (Doorby Website states they maintain landscaping). The listing was a misrepresentation of the property which is in disrepair and not ready for tenants. Virtually staged photos disguise the condition of property. Walk through video doesn’t show condition of deck; crack in kitchen drawer, state of under sink or pantry, living room burn mark on floor & crack in window bench, master bathroom lights are working (not working on move in), crack in closet mirror door in front of house not visible, dead bugs & moldy tub not visible in bathroom at front of house, laundry hook up area omitted from walkthrough video. Due to dishonest & unethical business practices by Doorby we had to spend money finding a short term place to live, extend our moving truck rental & quickly find a new long term solution. Doorby has refused to return our Security Deposit or reimburse for any of these funds.

  Business Response

  Date: 07/15/2024

  Good morning,

  I hope this message finds you well! I appreciate the time you are putting in to settle this matter. Some of the matters that the other party is mentioning is a bit blown out of proportion. Before moving down to Chattanooga from out of town, they signed a lease and another document stating that the property is being leased as is and they also signed a Waiver of Pre-Possession Inspection (Page 20). Both of these are included in the *****************.pdf document.

  In regard to some of the minor issues, we had a maintenance tech go out to the issue to take care of those on Doorby's dime. As for the cleanliness of the house and the state of the decks being unsafe, we had multiple team members go over to the property including myself to see the decks. They were completely safe and I personally walked on every single one and even put more weight on them to be sure of it. 

  As for the virtually staged pictures to disguise the condition of the property, that is outlandish as there was a walk-through video on all of our marketing that was done a month prior to the other party signing their lease. 

  Some of the other items they have mentioned such as a "crack in a mirror and burn mark in the floor" are normal wear and tear of a house that wouldn't even make sense to have fixed.

  As for the mold, we had a licensed company come out and test the air quality of the house and they came back with normal levels. I have attached the tests along with the email from the third party company.

  Lastly, I went above and beyond by giving back the other party their first months rent along with pet security deposit, because I did feel for their pain of moving to another city and being unhappy with the property they were going to move into. We had the right to keep both of these, but I wanted to make sure we could help out in some sort of way.

  Bottom line, our company did our due diligence to ensure the property was in shape for them to move-in, along with air quality tests to ensure it was safe from mold, had a maintenance tech go out and fix some of the small issues that needed to be resolved, and lastly gave back their first months rent along with pet security deposit when we had the legal right to hold it.

  Here is the ******* *********** ****** *******************************************

  Please let me know if we can assist in any other manner. Have a great day!

  Thanks,
  Doorby Property Management

• Initial Complaint

  Date:05/16/2024

  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 rented the house at **** ******** ** for $1,425/mo on a 12 month lease. Multiple times I asked that something be done about the roach infestation. It was never addressed. Also, there is faulty wiring in the house. Multiple lights did not work when we moved in and several others quit working while we were living there. I was told by Doorby to simply "try changing the lightbulbs". I tried changing the lightbulbs, even putting in LED bulbs and the lights still wouldn't work. The lights were not addressed any further.

  Business Response

  Date: 05/21/2024

  Good morning!

  Hope you are having a great day thus far. Thank you for providing this information regarding the complaint at **** ******** **. As I understand their situation in being unhappy, but you will see that in the attachments that they never once put in a work order for the pest control. To add to that, their lease clearly states that they are responsible for all pest control as well. I have attached that lease as well. Also on the work orders you will see that we have completed all of them in a timely manner in order to hold up our end of the lease agreement. Please let me know if I can provide anything else to help along the way. We want all parties to be happy, but also holding up their end of the lease agreement. Have a wonderful week!

   

  Regards,

  Doorby Property Management

• Initial Complaint

  Date:11/20/2023

  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.

  Doorby listed the property in August 2023, available in November 2023, with the ability to tour the property in September 2023. We spoke to someone and he told us to submit applications to schedule to tour the property. We paid $120 for all three adults to apply. We were approved then were told that we needed to pay the security deposit of $2,500 in the next 7 days or we would lose our app fees. We were told after paying the deposit that the Sept viewing was not true and would have to wait until November to tour. We were told we could not see it sooner due to needing time to replace flooring, paint and clean. Viewed the house 11-13 two days before our lease went into effect. The house was not clean. There were holes in the carpets, scratches &marks on walls along with visible water damage in the living room and in the basement. Took 50 photos of damages. We reached out &told them that the house was not move-in ready as they said &that the house did not match the listing or the photos. They refused to clean or repair the carpet &expected us to still move into the $2,500 property. We asked for our refund back and they told us to come pick up the check at the office over text. We did then immediately deposited the check into our bank. A man named ***** called us stating that his employees never should have given us the check and we needed to bring it back immediately. We informed him that we already deposited the check and could not help him. He stated there was nothing that could be done. With no warning, they placed a stop payment against the check that was in the middle of processing and are refusing to answer any calls. We now have to deal with our bank as this has flagged their fraud department because this company lied about the check and stopped payment. They were charging us $2,500 a month for a 3 bedroom, 2 bath house in Cleveland, TN that they had no intention of even cleaning with holes in the carpets.