ComplaintsforIsbell Property Management LLC

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently posted a review, and still have not received any funds furthermore on 1 august I sent emails isbell about my funds and cancelling with them. Isbell lied when they responded on BBB and still contradicting themselves as to the tenants pet deposit. The damaged by tenants exceed the pet deposit and property deposit and yet still wrote that they will supposedly return the pet deposit. Prior tenants also had pet deposits and isbell kept that money too since they never provided proof of returning those funds to anyone.

  Business response

  09/07/2023

  Sorry for the late response we only received notice of your review. 

  Regarding your complaint, we have been on an up-and-down roller coaster with you. You initially wanted us to perform "make-ready" work, but then changed your mind. You also expressed a desire to bury the pool in the backyard due to maintenance and upkeep, but later decided against it. You requested that we send you the pet deposit, but then wanted us to perform work that would require the use of those pet deposit funds. The more I review emails and various correspondences from you, the more confused I become.

  Your tenant resided in the property for over seven years, and you wanted to increase the rent from $1,200 to $1,900 in just 60 days. Subsequently, you were displeased when the tenants gave notice. We had advised you to increase the rent gradually over a period of months, but you refused to listen. We also informed you that the property would require work and updates, which was advice that you chose to ignore. Even after pointing out that new model homes with similar square footage and pools were renting for rates close to what you had in mind, our guidance was disregarded. Your home is 42 years old and in need of updates but that too was disregarded. 

  We have attempted to advise you on multiple fronts, yet you've become upset that the property has garnered no interest from prospective tenants. This includes our team informing you that updated marketing pictures would be needed of the house and pool, given that the tenant had been in the property for over seven years. Respectfully, I believe you are not looking for advice, but rather someone to blame because your plan did not work.

  Over the years, we've had a good relationship, and I apologize that you feel this has changed since your tenant moved out. In the past month, and since I responded to your review (which I have posted below), you have canceled work orders and decided not to have any more work done. We concur that it's best for both parties to part ways, and we wish you the best. Regarding pet fees and deposits, your tenant has been sent their itemization, and your account has been credited for the deposits, as we previously informed you.

  Again we wish you the best but respectfully disagree with your outlook. 

  Dear ****************,
  I wanted to personally reach out and address the concerns you've shared. I apologize for any confusion and hope that this message can clarify the facts surrounding your property.
  
  Firstly, as you know, your tenant had occupied the property for over seven years. After you decided to raise the rent, which is well within your rights, the tenant chose not to renew their lease and opted to vacate. It was at this point we communicated that repairs and updates would be necessary given the duration of the tenant's stay.
  
  We acknowledge that currently, we only have an exterior picture for the listing. This is because we have yet to complete the repairs and updates, and we didn't have any recent interior photos due to the long-term occupancy of the tenant. Moreover, we held back on pictures of the pool because, as per your communication, you were considering burying or removing it. This is a significant task, and as we have already provided, there are multiple options to consider for such an undertaking.
  
  Once the necessary updates and repairs are completed, as stated in our previous email, we will proceed with taking new marketing photos for your property.
  
  Regarding the pet deposit, it remains with the tenant until their departure. If no repairs are required post-move out, the deposit is returned to you. In this case, given the extensive tenure of the tenant, there were necessary repairs and updates. We have added this amount to your account and deducted it from the costs.
  
  I've reviewed your account and recent communication, but I have found no record of a cancellation request. If you wish to terminate our agreement, we are more than willing to provide the necessary paperwork promptly. It's important to clarify that the deposits held on behalf of the tenants cannot simply be transferred to you. As per state property code, we deduct any costs due to damages caused by the tenant and then return the balance.
  
  I hope this message has brought some clarity to the situation. I understand that there may be remaining concerns, and I am here to help. If there is anything else you need or anything you would like to discuss further, please feel free to contact me directly.
  Best Regards

   

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello,We contacted Isbell Rentals to manage our property located in *****. Seven days later we realized we would soon get stationed back at *********. So we decided it would be better to keep the house off the market so we won't have to find where to stay. On day seven of the contract, I sent an email about the cancellation. And we received an estimated charging fee of over $977, not including the utility. The estimated bill covered: a $250.00 of owner start-up fee;a $127.59 key lock replacement;a $600.00 cancellation of management.We are complaining because Isbell Rental has been holding the keys to our house so they could reach one month of the agreement, after which they are entitled to charge us what they would have earned if the contract was not canceled. In addition, Isbell Rental didn't change the lock by the time we cancel the contract and we were on day seventh when the contract was canceled but they still charge us for the key lock, and for the 12 months of the agreement, they would have earned if the contract was not canceled. When my wife called to make an arrangement, they threatened to send a debt collector if we don't pay in full.

  Customer response

  02/20/2023

  Nature of Complaint: Contract Issues
  
  Date Problem Occured: February 7, 2023
  
  Date(s) Complained: February 8, 2023
  
  Purchase Date: February 1, 2023
  
  Salesperson: ***************************

  Business response

  03/06/2023

  Let's clarify a few things with this complaint. 

  
  We have a management agreement with the owners(Nboudas) of **** ******* Circle. Our team began the management and started working on your property. This included the cost of inspections, advertising, systems, and time to which our staff assisted with your property. We changed locks as required by Property Code and informed you of items that would need to be fixed. During this time, you stated you were unhappy with your previous property manager's services and that you did not want to pay for the cost of the repairs. 

  
  You didn't want to take your property back because you were returning to the area but rather because you did not want to pay for repairs. You, as the owners, received several estimates ranging from flooring, pool service, to make-ready, and plumbing services.  The water heater was actively leaking, and mildew and mold were present in the property.  As owners, you were unhappy with the cost, and that is why they decided to terminate management.

  
  Your intent was to rent the property, but when Isbell Rentals, LLC informed you of the repairs needed, you decided to terminate rather than fix the items in need of repair. At this time, we informed you there would be a cost since we had spent a great deal of time advertising, inspecting the property, and meeting with contractors. Your management agreement with Isbell Rentals, LLC was good until Jan of ****, and so we provided you with the following breakdown. 

  
  The full charges owed by the Owner are $1,382.59 as follows:
  $250.00 Owner Startup fee 
  $127.59 Rekeying of property
  $600.00 Cancellation of Management for 12 Months (Feb. 2023 Jan. ****) @ $50 per month
  $75.00   Trip charge for garage door estimate 
  $75.00   Trip charge for a flooring replacement estimate
  $75.00   Water Utility activation and service
  $75.00   Electric Utility activation and service
  $35.00   Trip charge for make a ready estimate
  $35.00   Trip charge for a plumbing estimate
  $35.00   Trip charge for a pool service estimate
  
  
  When you, as the owner, provided notice to terminate services to Isbell Rentals, LLC, we informed you that there is a 30-day take-back period per our agreement. We, as property managers, do not report owners to collections but rather take the legal approach and file against you in court. 

  
  For this particular matter, we will be proceeding with filing against you as the owners since you knowingly defrauded Isbell Rentals, LLC out of money. We invested money into your property, and in turn, you deceptively changed keys and took the property back from our management without paying fees or reimbursing Isbell Rentals, LLC monies spent to help you with your home. We will also be naming ************************** as part of these damages, as he came and checked a key out per your request to view the repairs and then never brought it back. Now you as owners will not return our calls or emails, so yes, we will be proceeding with filing against all owners and ************************** for intentionally defrauding Isbell Rentals, LLC.
  

  
  

  Customer response

  03/07/2023

  Complaint: 19425820
  
  I am rejecting this response because:

  You as Property Manager you did not notify us about the 30-days take back. And we as we mentioned earlier we cancel the agreement on day seventh, which is within the 30- days take back you mentioned.

  Also you are not aware of what really happen with the previous management an is not the reason why we are here. We are here because we canceled the agreement within the 30 days that take back, but you still charging us regardless.
  
  Regards,
  
  *************

  Business response

  03/10/2023

  You can reject anything you want. 

   

  We did inform you and it states everything in the agreement that you reviewed and signed. We have invested money into your property and provided you a bill. Instead of paying any amounts to Isbell Rentals you defrauded us. We will be sending you a demand letter and then filing in court. 

  Customer response

  03/10/2023

  Complaint: 19425820
  
  I am rejecting this response because:you claiming that you have invested in my property, what was your investment within 7 seven days after the agreement was signed? The lock and the inspection you completed, I believe!  
  Give us the chance to pay you what you only spent, but dont claim $ 600 for what you not supposed to, because the termination of our agreement happened within the 30-days take back! 
  That is the reasonable agreement we are asking you! Anything else we are willing to pay you your due but you dont want us to do so by harassing and overcharging us. 
  
  Regards,
  
  *************

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed a lease on a house to rent payed the deposit an pet deposit told next day the josh ********************** denied my lease cause I work with one of his ex employees Approved me took my money 1800$ an then denied me Says there refunding my 1800$ but I have yet to get it I want my refund of ******* 50 application fee An interest on my ******* daily till I receive my money they took it instantly I want it back Then lady at front desk has the worse additude to customers She approved me on a lease took my payment an then higher up denied my lease cause who I associate with moral of story she should of ran it thru this higher up before taken my money

  Business response

  01/09/2023

  Good Morning
  
  We apologize that your application was ultimately turned denied to several items; however we do have to follow all procedures to ensure that all potential applicants fully qualify for a property. After final review, we did have to reject your move into a rental property we manage, and your deposit will be returned in a timely manner. Due to the bank account paperwork you provided us and your account being in the negative, I'm sure you can understand that we do have to wait until the money clears on our end and does not get charged back to us before we refund the money to you. That will take seven days to clear in full. Once that has happened, we will reach out to have you come in and sign for the return and provide you with the refund via check. 

  
  Thank you 

  Customer response

  01/18/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 1st I put in a work order to have the plumbing looked at. They sent someone over 3 days later to look at what was going on. The maintenance man tells me that they will need to get a contractor to have them come fix the issue. The issue was anytime there was water that went down the drain sewage smell would come up. The very next day the house goes on the market.2 weeks later they have a contractor come look at what's going on they told me they would need to rip the entire flooring up to get to the plumbing. I called Isbell Rentals and they told me no they won't let them do that. After that a month goes by and they sent another plumbing company out to look what they can do. Still having the smell issue mind you. They told me they needed to fix the foundation of the house in order to repair the issue. Once that happens they can go under the house to fix the plumbing. They said they are waiting for a bid and will let me know A week goes by Isbell Rentals calls me and advised me that the owners of the house are refusing to make the repairs. They said they will try to work it out with then to complete it. I talked to the owner and he said basically if you don't pay you won't have a house to stay in. Said I could break the lease and leave. I asked for something in writing to say I can break it with no action taken against me. The owner never sent anything to me and still wanted my money every month. 3 months go by and no fixes. They would send out a different plumbing company every month to see what they can do and they said it's not what they told them the job was.Today, by some miracle, they sent out a foundation company to start working on it. The foundation crew ended up leaving my door wide open and having my cats get out. I had to speed home from work to get that addressed. 45 minutes later Isbell Rentals calls to tell me they damaged the plumbing and ********* if u can have a hotel the entire time it's out. They rectified tht ntn else

  Business response

  10/03/2022

  ************ elected to stay in the property even though we offered to allow him to move out several time. ************ was informed the foundation repair would take some time and is now mad that during the repair of the foundation that there was a complication. Unfortunately there was a water leak that happened during the repair and we placed ************ in a hotel while that was addressed. Isbell Rentals was not required to do so but we always strive to help our tenants as much as possible. Although I can agree that these repairs are an inconvenience this was all discussed with ************ and he is the one who decided to stay in the property by choice. He even told his insurance company that he was going to stay in the property and we have that in writing from them. We disagree with the remaining items that ************ has included in his complain. 

*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. ↩