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:04/23/2024

  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.

  When I decided to rent the home at **** *******, It was supposedly move in ready. It was never ready. I had to replace kitchen faucet due to it being broken and glued back together. I paid for the home to be cleaned and pest control due to the amount of spiders on this property and me having 3 small children. Since moving in 12/15/2023 pest control has had to come out 4 times on my wallet and that does not include the 3 times they have sent their own pest control person.
  The home is infested with roaches and mice. My children and I have to live with sticky pads to catch the mice and when I have said anything regarding this matter, the business only brings more sticky pads or other mouse traps that snap (not safe for children). The master shower is full of black mold and you can not shower in that restroom. This is a major health issue and my children tell people we live in bug-land which has since gotten CPS involved since this is not a healthy environment to raise my children in.
  I have since decided that due to the amount of issue and pest, it is best for the kids and I to vacate the premises and Paul ****** is refusing to allow me to break my lease without punishment, when he has been made aware of all issues and still refuses to get things fixed or take any proper actions.

  Business Response

  Date: 04/24/2024

  We have addressed all the tenants complaints, and we have proof of repairs that tenant has asked for. We were notified that she wishes to break her lease. We have denied that request and stated that she will not be granted a release. If we re-rent the property, she will only owe for the months it is vacant, as we cannot charge for duplicate tenants. We understand that the tenant wishes to move to Lubbock, but we have a lease with her and we will not be releasing her from her obligations. This attempt at blackmailing or attempting to have our firm release her from her obligations is ludicrous at best.

  Customer Answer

  Date: 04/29/2024

  I am rejecting this response because: The issues have not been dealt with. Paul has sent out pest control to bring more sticky pads and to spray but there has never been an exterminator out to the house. This issue has been an ongoing issue since January and I have even contacted my own pest control. This is not a living environment for 3 young children who can get into the sticky pads or get hit by the trap that Paul's pest control has sat out. The black mold in the shower has also never been dealt with since I am still not able to shower in that bathroom. 

  I as a recently divorced single mom of 3 young babies risk loosing my babies due to the environment that Paul thinks is habitable for my children and not fixing the issues or even trying to follow up regarding these issues. 

  I think it is in mine, my children's and Paul's best interest to terminate this lease, vacate the premises and have the house exterminate so that way the next tenant does not have to deal with these issue. I was made aware that the people prior to me had to be evicted due to not paying and not caring for the property but it is not ok for my things, my babies and my personal health to be put at risk due to ****** and Company not managing the property as they should. I will be moving out immediately due to the infestation in this house.

  Business Response

  Date: 04/30/2024

  We have sent * * * pest control which is licensed in the state to exterminate. We cannot do it ourselves and have sent companies to complete this task. We have paid invoices from the company. Additionally, just because the tenant feels like she should do this(moving) we are not allowing her to merely cancel her lease. 

  Customer Answer

  Date: 05/01/2024

  I am rejecting this response because: *** has not been in the home to exterminate! No one has done anything but bring sticky pads. I have paid for the home to be sprayed myself, he has never sprayed anything but the garage.

  Extermination vs. Pest Control: The basic difference between extermination and pest control is this: Extermination is concerned with eliminating the immediate pest infestation, whereas pest control is concerned with both the immediate pest infestation but also how to prevent reinfestation.

  My parents own multiple Pest Control businesses and this has not been properly handled by any means. As well as the black mold in the shower that is affecting the health of myself and my children. 

  I'm not sure how you are ok with saying that this home is habitable for a single mom and three young young children, when you, yourself would not dare live in a home like this! The owner is aware that this home has not been managed properly either and is not ok with it. 

  This is nothing but a power trip for you, just because you don't want to have to deal with renting the house back out. You have known about this issue prior to me moving in and you chose to not say or do anything about it. This is absolutely not ok under any circumstances and you know that. 

  Customer Answer

  Date: 05/07/2024

  I have also personally went and bought sticky pads and mouse traps myself, raid for the ants all in the kitchen where I couldn’t ever feed my kids, etc. black mold is still in master shower. I never could use it

  Business Response

  Date: 05/15/2024

  We have submitted our lease and are not granting her request to terminate early. 

• Initial Complaint

  Date:05/11/2023

  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 rent an apartment that this company manages and I have had multiple unpleasant experiences when dealing with them. First, whenever we applied for the apartment they made us pay for 3 applications (one for each tenant and one co-signer application) However, even after having our co-signer approved, they said they would be doubling our security deposit ($750 to $1500) because they did not want to use our co-signer. Second, when we first moved in we had multiple repair requests. One of these requests was for the replacement of the front door seal + door adjustment. After multiple attempts to get management to correctly adjust the door, we finally gave up and just decided to deal with the door as it was. However, a few months later the bottom weather stripping popped off so we submitted another repair request, stating that the door was still not level and that’s why the weather stripping came off. So, they came and “fixed” the issue and then charged us $50 for the repair. A few weeks later the same thing happens again, so they came and "fixed" it again. And then it happened again; after a bunch of back and forth between me and management I was finally able to get them to remount the door a couple of weeks ago. Additionally, during this time I had requested an invoice for the initial repair on multiple occasions and never received anything. It not only took them two months to fix the issue, but they still have not been able to provide me with an invoice for the work that was done back in March. Third, in our lease, there is a provision about late fees, these fees are frankly outrageous and potentially illegal. In Our lease, it states, "If payment isn't received, a one-time fee equal to 12% of recurring charges will be charged on the 6th of each month. An additional one-time fee of $100.00 will be charged on the 7th of each month." I have not had to deal with this personally, but the fees seem to be way too high and I would like to have this looked into.

  Business Response

  Date: 05/25/2023

  The tenants ***** ********* & ****** ********* were not
  approved subject to a co-signor. The tenants were approved with a higher
  deposit due to Mr. ********* being unemployed and Mr. ********* being employed
  in Lubbock, Tx. Both tenants were moving to this rental in Amarillo and had
  only ever lived with their parents or in college dorms. Therefore, the tenants
  did not have sufficient income and no rental history and were approved with a
  higher deposit.
  

  Each time the tenants made a maintenance request, as Mr.
  ********* states below, we sent maintenance in a timely manner, and they
  repaired the door. Although the door was not to Mr. ********** liking, it was
  repaired. We have since sent maintenance to repair the door by removing it completely
  to adjust the hinges and the plate. They also repaired the weather stripping under
  the door to close any gaps that could be there. Since they had repaired the weather-stripping
  multiple times, this is why the tenant was charged for the repair. The invoice
  for the repair is attached.

  In regards to the late fee policy, Texas Property Code
  states that we can charge 12% late fees the first day rent is late and since we
  do not maintain an onsite office, $100 the second day rent is late. 

  Business Response

  Date: 05/31/2023

  We no longer feel the need for further action in regards to this claim. We responded to the tenant's complaint above and feel that this is more of a personal opinion from the tenant and how he feels about our company and Mr. ******. His concerns stated about moving out is a future action that has not taken place at this time. 

  Customer Answer

  Date: 06/01/2023

  I am rejecting this response because:

  I acknowledge that the my previous statement may contain personal opinions, however, it is important to consider the underlying concerns raised. Our intention to move out should not be disregarded simply as a future action that has not yet occurred. It is indicative of our dissatisfaction and the impact that this experience has had on our perception of your company and Mr. ******. Even if the my concerns might be viewed as subjective, it is essential that you take them seriously and consider whether any improvements can be made to address these grievances. While it may be tempting to adopt a dismissive attitude and assume that the my complaint is solely fueled by personal bias, it is crucial to remember that maintaining positive tenant relationships requires genuine effort. Ignoring or downplaying tenant concerns is not a recipe for success in building trust and long-term satisfaction.

  Nevertheless, I admire your confidence in believing that no further action is necessary. After all, why bother addressing valid concerns and striving for improvement when we can conveniently dismiss them as irrelevant?

• Initial Complaint

  Date:01/24/2023

  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.

  This company has submitted false information to credit bureaus and is now on my credit report. I did not rent from this company. The landlord i rented from recruited french and company in July 2020. I had signed a 1 year lease with the owner of the house. The lease ran from Jan 2018-Jan 2019. I lived in the house for another 1 1/2 years. I was out of the house by Nov. 1st 2020. I can provide an affidavit to attest to this. french and company is trying to charge me rent and late fees for Nov. 2020 and i didn't even live in the house that month. i was gone. Then they proceeded to charge me for things i am not responsible for. The handle and tub cartridge, i don't why they felt they had to replace this. it was working fine for use we had no problems with it at all. they charged me for replacing the smoke detectors, the ones in the house worked fine didn't need replacing. they charged me for a light fixture in the kitchen. The landlord knew it needed to be replaced we had told him our roof was leaking into the light as well in the middle bedroom where my son slept in leaked into the electric breaker box that was in the closet of my son's room. I don't dispute owing for the rest of september and october and owing for a broken window. i have said i know i owe that, but i do not owe the rest.

  Business Response

  Date: 02/08/2023

  The owners did hire French and Company REALTORS to be their property manager for this rental, effective September 1st of 2020. Tenant was sent a letter notifying them that the property management had changed. ****** ******** still had possession of the property until she called our office on November 5th of 2020. She stated that she had moved out and the keys were left in the mailbox on the property. She did not give a 30 day notice that she was vacating the property so therefore she was charged rent for November. We require all work orders to be submitted in writing and although we do not have anything from ****** stated the roof was leaking, we will remove the light fixture charge, the bath tub charge & the smoke detector charge. 

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i should not have to pay for a month i was not in the house. i was already out of the house before hand. i called in october i told them i would be out by the end of october.   i was also trying to find another set of keys because my brother had lived with us and he had keys and i was trying to get his to put into the mailbox. that is why i called on the 5th i wanted to make sure all sets of keys were in the mailbox. i do accept the removal of the light fixture and bathtub stuff and smoke detectors. i should not be responsible for a collection agency bill. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/17/2023

  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.

  February of last year, I contacted ****** and co. Realtor about renting an apartment on **** *** *** In borger texas 79009. I went threw the paperwork with him and paid $750 up front to him. $500 for my deposit and $250 for my first months rent. I worked at the ***** facility for a 11 more months. I was making payments weekly to ****** and co. First week of December of 2022. I went turn my keys in to the office and pick up my deposit. They told me that I would receive my deposit within 30 days. No it’s been over 30 days and I haven’t received anything. So I came back to borger wihich is 12hrs from my home to pick up my money and they told me to contact me Paul ******. They been sending him emails since first week of December and he haven’t responded to none of the emails. It’s not only me that’s been dealing with this. Two other guys that stayed by me have been dealing with the same thing. Today on January 13,2023 I have received a letter telling me that he is using the deposit to shampoo the carpet, cleaning the apartment, for 3 missing forks, bed not being made, clean dishes, still left in the sink, new sheets for the bed being left in the closet, etc. All I asked for was for my deposit back. The lady by the first name Kathy who works at the borger office told me when I signed the papers that I would get my deposit back when the keys are turned in. That was a lie. She told us that so they could get us in the apartment and get it rented out. Every Friday I made payments (weekly). One Friday I worked 16 hours and when I got off work they was close they left a note on my door telling me I have 24 hrs to move out. And I still paid them at threw the drop box at 9:00pm that night. But I can’t get my deposit back. The literally went threw the apartment and wrote down stuff they wanted to fix or needed for the apartment. All the furniture that’s in these apartments is furniture that’s pick up of the side of the road. None of this furniture is in tip, too shape. All of this furniture is old use furniture.

  Business Response

  Date: 02/08/2023

  ******** ********* provided us a forwarding address on 12/7/2022. I have attached the postal services certified mail receipt showing that the itemization of Security Deposit was mailed to ******** on 1/6/2023, within the 30 days as stated on the lease that ******** initialed and signed, see attached. ******** also started paying rent online and had 9 payments reversed in the system due to "balance is not sufficient to cover the transaction". When this happened, his payment that was sufficient was paid late. Therefore, he had unpaid late fees and reversal fees totaling $315. The $315 alone does not include cleaning and missing items. This specific property was furnished and when ******** moved out, there were 3 forks and 2 pots missing from the property and they had to be replaced. I also attached photos of the oven and microwave which had to be cleaned as well as the dishes that were left in the sink. ******** also charged $400 to the owners cable account without permission, by subscribing to the sports network for his unit and all the units connected to that account.    Attachments were emailed to BBB