Complaints

This profile includes complaints for 1836 Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1836 Property Management

  1704 1/2 S. Congress Ste E Austin, TX 78704

• 

  1836 Property Management

  PO Box 50494 Austin, TX 78763-0494

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:03/03/2025

  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.

  We moved on on February 21st , at move in no gas so we do not have hot water nor a oven or stove due to the gas not being on for over 5 months at this property and I found that out calling the gas company and spoke to ****** stated what I was told and that a inspection has to be made before we can get gas. We are freezing the home was 47 one night due to it being cold outside and no heater works due to the ****** is now March 3rd 2025 and still no gas no updates I have been calling and calling and ****** says he has sent out the work order and I keep getting a date and nothing. I told ****** I want some compensation for this distress we cant eat for over a whole week due to no stove no oven this isnt liveable I had to buy my own little stove at ******* so I can make something take out is to expensive. I had to make a lot of maintenance request due to the house not being properly maintained or ready to be on a lease.

  Business Response

  Date: 03/26/2025

  Hi ******* and Alize, 

  We first want to acknowledge how unfortunate this has been. Our goal is always for our residents to have a smooth move-in experience. We're so glad gas has been restored and we can start working on putting this behind us. 

  For a little background, the gas company refused to turn on services until a full plumbing inspection was done due to the time services were off. Services were off because they were not needed while the property was vacant. We have since changed our process to always keep gas services on, even during vacancy, to prevent another occurrence like yours. In our opinion, it was nobody's "fault", just an unfortunate policy held by the gas company.

  In total, you were without gas for 21 days. We are in discussion with the owner on an appropriate compensation. In the meantime, please send us the receipt for the stove you purchased so we can mention this to the owner as well and see if we can have you reimbursed for this. 

  Best,

  1836 Property Management

• Initial Complaint

  Date:09/30/2024

  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.

  Just received move out statement with "itemized move out statement", which is completely absurd. Charging us for a "deep clean" after we paid for and submitted receipt of mandatory cleaning company of their choosing, but also submitting pictures of the home before those services were rendered and stating it wasnt done. We are also being charged for a garage door opener that was returned shortly after move out, in which I did screenshot that conversation stating that fee would be taken off our final bill. I learned to screenshot any conversation due to their inability to respond to most messages, and message logs were even deleted on their end. The air conditioning unit went out a total of six time during our lease agreement, leaving us having to find other living arrangements for up to two weeks. Because of the prolonged heat exposure, the closet shelves had fallen out of the wall. I did replace them since my clothes were on the floor when I came home, but now they they are charging us for sheetrock damage. Also being charged for tree trimming, which was done the week we moved out, and garbage disposal, which I did not report considering I was responsible for being available every time something needs to be repaired, and after the (zero exaggeration) 15th time of having to miss work due to other work orders, I decided it wasnt worth losing out on a day or twos pay. My final move out bill is almost $700, after they kept $1600 security deposit. Lets not fail to mention the "move in" report pics werent even at the time of my move in. Several pictures didnt even make sense, including the garage door opener, which isnt even the one we were given.

  Business Response

  Date: 10/04/2024

  The tenants requested an additional 2 days to stay at the house so we allowed their move out on 9/2. We require cleaning receipts to be provided within 3 days of their lease ending, however, didn't receive the cleaning receipt until the 6th. The property manager had already ordered the cleaning with the make ready vendor due to the condition reported in the move out report (see link to report: https://my.snapinspect.com/WebInspection/PDFReport/1332286?code=PwGdOq9eQBOj7febJ5UDPNZVcddbRKvKvfmn1EvK). We also never received a carpet cleaning receipt and they specifically advised us to order that on their behalf.
  
  The property manager reached out to the tenant to see if they accidentally still had the Garage door opener but by the time he heard back, Mr. Rekey had already been to the property for the replacement (Thread attached). This was as a courtesy because all keys and remotes are required to be surrendered at the time the lease ends. 
  
  All AC requests were addressed as they were presented to us. 
  
  The move in was performed 12/10/22, they moved in 12/13/22.

  Customer Answer

  Date: 10/04/2024

  Complaint: 22351165
  
  
  
  I am rejecting this response because:

  Nobody reached out to ask about garage door opener, I reached out when I noticed it was still on the visor of my car. See included attachment. As far as a/c issues yes, it was addressed, as in email response. But, they only used ONE a/c repair company instead of finding someone come out sooner, and a/c was broken between ten to 14 days on at least three occasions, twice during this last summer. Temperature inside of house was mid to upper 90's during this time. Prolonged heat exposure causes softening of sheetrock, hence closet system falling to the floor and im sure whatever wall texture issue theyre saying needs to be fixed. Which, I still believe falls under normal wear and tear, because what would cause texture to be worn on a random wall? 

  
  
  
  Regards,
  
  
  
  Shannon Soileau

  Business Response

  Date: 10/07/2024

  1836 sent move out reminder 8/17/24 providing instructions for the garage door remotes: 
  

  Q: Where should I return my keys, remotes, etc.? 
  A: If you can leave the property and lock the door behind you, you can simply leave all keys/remotes, etc. on the kitchen counter in plain sight. If the key is needed to lock up, please reference your original "Move Out Checklist" email or ask us directly.  Please ensure all doors and windows are locked as well. Any missing keys, remotes, amenity cards, etc, will be deducted from the security deposit. Please send a photo of the keys returned for documentation
  

  A picture is attached of the area that needed texture repair in the closet. We email this to the resident along with a picture of the kitchen area she complained about as well.

• Initial Complaint

  Date:02/26/2024

  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.

  On February 1st, 2024, when I got home from work, I noticed a smell in my condo that I am renting through 1836 Property Management Group. It smelled musty, so I began to look through the condo for any water leaks under neath the sinks or dishwasher. Behind a large can of paint that the Property management left behind, there was a large spot of mold forming with no visible leaks present. I called the office that day to report the mold. I was told to submit a request through the online portal which I continued to do right after the phone call. I took pictures, videos, and sent them in right away, I made sure to not use the sink and dishwasher until the leak was found. 1836 sent a plumber the next day to assess where the cause was. The plumber stated that the warm water had a small slow leak when turned on and fixed it. A mold remediation company was sent that next day do replace the bottoms boards of the cabinet which had been molded through. I thought all was fine until I received the bill last week for $485.00. I called the office, sent emails, and still the property manager is stating that I am responsible for the costs of repair even though my lease clearly states unless tenant negligence caused the leak. I have reached out multiple times about taking off the costs from my tenant portal and the company refuses. On February 7th, my condo was broken into, and my nursing work bag was stolen which had a copy of the keys to my condo door. I reported it to police, filed a report, and also called property management group to have the condo rekeyed. I was not able to speak with anyone on the phone because "********************************* is busy at the moment". The receptionist stated that I must submit a request on my online portal. When 1836 responded they stated that they would send out a company and add the bill to my rent ($140.00)I feel as though there are fees after fees from this company and constant lack of communication and concern of tenants.

  Business Response

  Date: 02/26/2024

  Property Manager and Supervisor have received the information provided and will be in touch with the resident. 

  Thank you

• Initial Complaint

  Date:07/10/2023

  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.

  This issue is with our security deposit on move out. Firstly, they force you to use one of their cleaning services at cost to you, and on top of that we opted for the premium clean to ensure everything was in top shape. We were sent pictures of the house very well cleaned, however when it came time to get our security deposit back there were tons of truly insane cleaning fees on top of what we already paid for their cleaners. They charged us for outlet covers which never existed, a sink stopper that was taken by the repair man, for wiping down shelves which takes maybe 10 seconds, for removing a single sticker from a window, for cleaning the tub which we have photographic proof was fully cleaned already, for buying paint (which by the way, they made us store paint on site for 2 years under penalty of fine but I guess that paint wasn't good enough), and even for the price of the trip to the store. I have never in my years of renting ever seen such a nickle and diming list of "problems". I can assure you if you put down a deposit you will never see 90% of that money again even if you never touched a thing in the house.

  Business Response

  Date: 07/10/2023

  Client is currently working through the dispute process with the property manager for this property. That process has not yet been concluded.

• Initial Complaint

  Date:06/09/2023

  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.

  **** is abusing renters by holding security deposits for false reasons and normal wear and tear . We were charged fir garage door openers and security systems that were never provided for us . We were charged for leaving full laundry soaps and a few hangers which were removed from the property . We were charged for patching and paint that was not our fault . In fact , Im a homeowner and took exceptional care of this hone during med school . The fact that they held anything was egregious, but they took over $1000. They charge renters a fee of $25 a month to use their portal to pay rent . They say its for customer service but they do not respond to calls nor bill the owners for normal service ear and tear. I cannot believe the level of abuse we were subjected to . Hideous .

  Business Response

  Date: 06/19/2023

  Thank you for your email. 

  I'll do my best to respond to the customers items below after restating the details of each section of the complaint. I'm omitting defamatory and negative statements. 

  We were charged fir garage door openers and security systems that were never provided for us .

  These items were documented at move in with photographs. Residents never indicated items failing to work or missing during tenancy. They may have been lost or something may have happened to them during the tenancy however they are part of the lease and expected to be returned in good working condition. 

  We were charged for leaving full laundry soaps and a few hangers which were removed from the property .

  The items listed on the move out report represented the condition after the lease term had expired and personal property left behind was documented with photographs. Anything left behind must be removed and disposed of. Lease terms dictate all personal property as the tenants responsibilty to remove prior to the end of the expiration of the lease. ****** has suggested that someone went to the property after the lease had expired to remove personal property however if this took place it could be considerd either a holdover or trespassing. 

   We were charged for patching and paint that was not our fault .

  ***** Property Code and legal precident has determined what is considered normal and abnormal wear and tear. Property conditon is documented at move in and move out and a comparision determines the itemization along with the property code. Fault does not factor into the itemization. Only the actual condition is considered persuiant of the lease terms. 

  They charge renters a fee of $25 a month to use their portal to pay rent .

  One part of a larger resident benefit package is the use of payment processing software. There are other benefits included in this package. Tenants are not charged $25 a month soley to pay rent. All charges are disclosed prior to any applications being processed and outlined in the signed lease for this property. 

  Should the residents have photographic or other proof that any charge was made in error **** will be happy to review that information. Until such new information is received the current charges will stand and have been explained to the tenant by the property management team as the result of other complaints and requests. 

  Thank you.

• Initial Complaint

  Date:03/29/2023

  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.

  Company took over managing a property Ive lived in for over a year. Somebody reached out to me and said they were told to rekey the property. A guy showed up with a hat, tattoos and a t-shirt on to do what I initially thought might be legitimate. I called **** to confirm if they had requested it and the representative said she didnt see that note in my account. She tried to get a property manager on the phone, but one wasnt available. I didnt feel comfortable letting this stranger in to rekey my home. They even tried to reach **** and couldnt confirm the order either, so the guy left. Now, **** is trying to charge me a fee because they were unable to confirm this appointment. This occurred 3/2/23. I have been talking to somebody named ******* who has been extremely rude and unhelpful and refuses to see the safety concern this has caused.

  Business Response

  Date: 03/29/2023

  ****** sent an email on March 2nd stating that someone was there to rekey the home and she was unaware of this appointment. PM responded within 15 minutes that yes, this was requested by ****. PM asked her if Mr. ***** had scheduled with her or the other occupant and she said no. I called Mr. ***** and they sent me screenshots of the scheduling. When I sent these to her, she then said that she refused service due to the tech being rude and she was scared for her safety. 
  
  
  The contact information I sent to Mr. **********;was an old phone number that was provided by the previous management company, yet Mr. ***** had her current number as she provided that to them. 
  
  
  Please see the attached email from Mr. ******************* style="color: rgb(34, 34, 34); font-size: small; background-color: rgb(255, 255, 255);">

  Customer Answer

  Date: 03/29/2023

  Complaint: 19865594
  
  I am rejecting this response because:
  My issue wasnt with the scheduling. I received an email and text from a company claiming they were requested to rekey my property. When the man showed up and was unprofessional, I questioned the legitimacy of the request by the property manager. I called the property management and was told they didnt see the request, so I obviously declined letting a stranger in my home to rekey it. Its an obvious safety issue as a single female living alone. Since **** could not confirm the request, I should not be responsible for the trip fee.
  Regards,
  
  *************************

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  The company has resolved my issue.

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

• Initial Complaint

  Date:11/04/2022

  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.

  We have spent over 1 year and 7 months dealing with the same issue. **** states a new maintenance request is required. Within our lease, it is stated: Logging these requests online not only provides us details of exactly what to fix but also provides a means to track consistent problems so we can determine if greater repairs are necessary. We have submitted a total of 8 maintenance requests for the greater part of a year, only to now be left with two gaping holes in the sheetrock of our kitchen, with a filthy, old leaking bathroom pipe drain exposed. The final maint. request was investigated by Mainstream Plumbing, who the owner of ****, *********************** is friends with. They discovered the broken pipe fitting, wrapped it with tape, and stated this was a temporary fix until they could secure approval from ************** to fix the issue. That was weeks ago, and the request has been closed and completed. Additionally, *********************** responded to almost every request with a templated response, containing the following verbiage: "Our next step will be to follow up in approximately three business days to verify the service has been scheduled and/or completed." This was never done for any of the 8 requests submitted. The dates of the requests are as follows: April 4, 2021, April 28, 2021, May 31st, 2022, June 6th, 2022, August 20th, 2022, August 22nd, 2022, September 7th, 2022, and September 29th, 2022. The last one was closed, and we were left to live in these absolutely sick conditions which clearly pose a health hazard not only to us as the tenants but also to our dog. The complete and blatant lack of professionalism, due diligence, and general shittiness of their procedures are absolutely disgusting. They will argue even though they are CLEARLY in the wrong and their process is CLEARLY flawed. They should not be in business as a property management company. I highly doubt the owner of the home would be pleased with their lack of attendance to these serious issues.

  Business Response

  Date: 11/08/2022

  Thank you for bringing this to our attention so that we can dig into this for you. There appears to be a few points of missed communication and a lack of understanding of roles, positions and more. We're happy to get this solved for you asap. 

  The maintenance team is already in touch with a service provider to resubmit an estimate for some of the work. For other parts of the work please ensure that a maintenance ticket is submitted for anything you might need. 

  If you're not receiving an adequate response you're always welcome to reach out directly to the property management team assigned to your property for support. This property is assigned to the yellow team with ************************* as your highest point of contact. Although the ** team and maintenance team are working through what they believe to be the issues stated by the resident we advise setting up a time to connect with ******* to ensure all concerns are addressed. We also request that all adults on the lease are kept informed at all times to ensure the highest service can be delivered in the fastest manner. 

  *******'s email is ******************
  

  Thanks

  Customer Answer

  Date: 11/08/2022

  Complaint: ****0309
  
  I am rejecting this response because:
  

  "There appears to be a few points of missed communication and a lack of understanding of roles, positions and more." On the side of whom? I as the resident know exactly who to contact and we have submitted maintenance requests for each issue, each time. Is this an admittance on the side of ****, the Yellow Team, and ************************* that there was missed communication from them to us as the tenants? Additionally, "The maintenance team is already in touch with a service provider to resubmit an estimate for some of the work." Main word to pay attention to: "re-submit." Because someone on the side of ****, The Yellow Team, or the maintenance team completed the request leaving us with two gaping holes in the sheetrock of the kitchen with an active plumbing leak, only wrapped with plumbers tape as a "temporary fix." 

  I submitted this complaint on Friday, November 4th. I also submitted the required maintenance request AS WELL AS an email addressed to all teams within **** ** in an effort to ****** some kind of explanation and reparation for the total lack of professionalism and hazardous living conditions they have left us in by marking the maintenance request as complete when it was absolutely not. It is obvious they don't care, otherwise I would have received some form of communication stating they were looking into the issue. That has not happened. The absolute audacity to recommend I reach out is insane.

  Considering the fault is on **** for completing the request when they should not have, and they clearly need to figure out the obvious flaws in their system which resulted in leaving us in this hazardous condition, I advise *******, the ** team, and/or the maintenance team reach out to us, as I have facilitated much more communication than should be necessary when I am the tenant who has been living in this condition and was not at fault for completing the request. 

  This is absolutely despicable behavior.

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

  Business Response

  Date: 11/09/2022

  We have received your reply. Our focus is on completing the work.

  The team has been investigating possible reasons for the delays. **** did respond through this forum however since this is outside of our systems this is not the best location to collaborate and work toward a solution moving forward.

   Maintenance personnel and property managers are available to set meeting times and video chat should that every be desired or necessary to better solve issues. ************************* will be reaching out to this resident to collaborate toward solutions. 

  Thanks
  

  Customer Answer

  Date: 11/09/2022

  Complaint: ****0309

  I am rejecting this response because:

  To be clear: I am not attempting to resolve any issue through this forum. I chose to file an additional complaint with the BBB because I want all outside parties already involved or considering becoming involved with this PM company to be aware of how 1836 Property Management, and specifically "The Yellow Team" handles maintenance requests. To reiterate, it has been 1 year and 7 months since the original maintenance request was submitted, and it has been weeks since we had the maintenance request incorrectly completed due to the failure of the **** maintenance request process.

  Again, I also sent an email (document attached) to ALL teams within 1836 Property Management 2022-11-04, and not a single person has reached out to me to address the conditions they have left us to live in, nor have they reached out to discuss with us the obvious and admitted failure within their system.

  If property managers do not want to use this forum to communicate, which again, is not my reason for utilizing this channel, the property managers should reach out to the tenants to facilitate a resolution. Or "video chat."

  ************************* reached out to tenant 2022-11-09 at 4:00PM. (VM attached) I do not require *******'s help to facilitate Mainstream Plumbing fixing the issue. We have submitted a total of 7 requests, so we as the tenants are fully capable of facilitating access to the unit ourselves. This is an absolutely laughable response.

  I left ************************* a return VM at 4:23PM 2022-11-09 stating if she wanted to have a conversation about the failures of the maintenance request system, or the incompetence of **** PM, OR the email I sent 2022-11-04, I would be more than willing. I am not interested in her weak attempt at "helping" to facilitate the maintenance that has been needed at our residence since April of 2021.

  Regards.