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:07/29/2024

  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 am filing this complaint against Full Spectrum Property Management due to their failure to address a significant water leak issue in my rental property, located at ******************* Despite numerous attempts to resolve this problem, including written notices and a maintenance request submitted on 07/15/2024, the issue remains unresolved.I have been experiencing a severe water leak at the property, which has resulted in the loss of running water. The leak is substantial, with water leaking at a rate of 2 gallons per minute.On July 20th, a plumber visited the property and identified the location of the leak but was unable to complete the repair because the necessary work order was not approved by Full Spectrum Property Management.Despite the ongoing issue, the maintenance request on the dashboard portal was marked as "completed" on 07/25/2024. This status update is false, as no actual repair work has been completed, and the problem persists.The temporary solution provided by the property management, which involves turning the water meter on and off, is impractical and unsustainable. This workaround does not address the core issue and leaves me without consistent access to running water.The lack of running water poses significant health and safety risks, making the property uninhabitable under Texas Property Code ******, which requires landlords to provide and maintain essential services such as running water.Poor Communication:Communication from Full Spectrum Property Management has been poor. Despite multiple follow-**** I have not received timely updates or a clear timeline for when the issue will be fully resolved.This is the second time I have had a similar issue with Full Spectrum Property Management. The last time I experienced a major maintenance problem, it took them 30 days to resolve the issue, causing significant inconvenience. This pattern of delayed responses and inadequate solutions has become unacceptable.

  Business Response

  Date: 07/29/2024

  DearJeremy ,
  Thank you for keeping us informed. From the beginning, we communicated that you were released from the lease due to the plumbing issue. You mentioned you did not want to leave and also that staying in a hotel was not an option because of your dog. We understand the inconvenience this situation has caused and appreciate your patience.
  We have prorated your rent so that you are not paying for the days affected by this issue. We have had plumbers working on finding and fixing the problem, and the owners are also involved in seeking a solution. Despite our efforts, the solutions we've proposed have not been acceptable to you.
  We acknowledge this has been an inconvenient and frustrating experience, but please know we are doing everything in our power to make it right. Your safety has not been at risk; however, we recognize the inconvenience you have faced and have compensated you accordingly.
  We will continue to work diligently to resolve this matter as quickly as possible.
  

  Sincerely,

  
  *****************************/Owner

   

• Initial Complaint

  Date:07/20/2023

  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 was over billed on move out from a rental property at **********************************************************************. I lived at property for almost 2 years and took the best of care with the home as if it were my own. Upon move out on 6/30/23 I spoke to the property mgmt rep 5 mins after he inspected the house and he told me everything looked great, that the microwave was overlooked & would have to be cleaned but it shouldnt **st much, & there were a few nail holes that shouldnt be more than $50 but everything was good and I **uld expect to receive the majority of my deposit by 7/15-7/17. On 7/18 I called to enquire about my deposit. I received a lot of attitude and pushback on my request for info in a manner I had never experienced as a tenant. I was told that I would find out what I was charged when my file was **mpleted and my deposit processed. The next day 8/19 I received the email for 7 hours of housekeeping at $45/hr (rounded up by Full Spectrum to $300) & a $200 make ready paint bill. My deposit had been reduced by $500. The property manager refused to answer my calls or return my calls. The **mpany refused to re**nsider the charges. The **mpany had no problem spending my money as they saw fit because they already had the funds in my deposit. The situation I was told initially wasnt the end result. The charges were well beyond the reasonable rates and the **mpany took advantage of the opportunity to take more of what they were *********** because they already had the money. I would like Full Spectrum to re**nsider this error, no make ready process was extended to me prior to move in (so they saved on that) & since I also took the best of care of the property. I only want to pay for the charges that I was told I would be responsible for not 5 minutes after the inspection was **mpleted. These subjective hidden fees have be**me an opportunity to take advantage of the deposit situation and the tenant to the benefit of the mgmt ** and the maint **s they employ.

  Business Response

  Date: 08/18/2023

  Thank you for reaching out and sharing your perspective on the recent billing concerns related to your move-out from the property at ******************** I appreciate your openness in discussing this matter.
  I understand that discrepancies between expectations and the final charges can be frustrating, and I'd like to provide further clarity regarding our approach to billing. Our decision to assess charges was based on the condition of the property at the time of your move-out, as reflected in the before-and-after photos we have on record.
  The photographs indicate that there were areas within the property that required attention, including the refrigerator, stove, flooring, and ceiling fans. Our intention in charging for housekeeping and repairs is to ensure that the property is returned to its original condition for the next tenant. While I understand that inflation has impacted wage rates, it's important to note that the expenses we incurred were for services provided by external contractors, and we do not profit from these endeavors.
  I've reviewed the attached photos that you provided, and they indeed showcase areas that needed refurbishment, including painting, touch-**** air filters, and blinds. As a property management company, our responsibility is to maintain the property's quality and ensure it meets the standards for incoming tenants.
  While we value your feedback and understand your perspective, I'd also like to emphasize that proactive measures can significantly impact the final charges. Taking steps to address minor repairs and cleanliness during your tenancy can help avoid unnecessary expenses upon move-out.
  I hope this message helps provide a comprehensive understanding of our approach. Should you have any further questions or concerns, please feel free to reach out. Your insights are important to us as we continuously strive to enhance our services.
  Thank you for taking the time to communicate your thoughts, and I look forward to any future discussions.
  Best Regards,