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:06/05/2025

  Type:Order 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.

  My husband received a job promotion that required us to move out of state very quickly. We had to break the lease a month early. We submitted a formal request via the tenant portal to vacate the property and paid the required $1,440.75 reletting fee outlined in the lease agreement for ending the contract early, with no issues. The problem arose when we did not receive our $2,120 security deposit back, despite having maintained the property in excellent condition.I have attached images taken of the property on the day of move-out. We fully expected to receive our $2,120 security deposit back since we followed the move-out instructions provided to us. We hired all the contractors specified in the move-out checklist to ensure we left the property in as good a condition as when we moved in. The required contractors included a professional cleaning service, professional carpet cleaners, and a pest control professional to spray inside and outside the property. The total amount spent on contractors was $802.38, and the invoices are attached below.The move out of state was incredibly costly for us, so we were greatly surprised and disappointed when a month later we did not receive a check for our security deposit. Instead, we received a notice stating that we would not be getting it back due to repairs needed on the property. We submitted a written dispute of the charges with Es'Sence ******, however her repsonses consisted primarily of stonewalling, asserting that the charges were fair and would not be reversed. Our legitimate questions and clear rationale for deserving the return of our deposit fell on deaf ears, and we were told that the matter was considered closed by ****** treat a combat veteran and a young couple expecting their first ***** this waytaking from us what ultimately equates to $2,922 in this economyis truly beyond acceptable.

  

  Business Response

  Date: 06/10/2025

   

  To Whom It May Concern:

  The complaint was received via a negative ****** review, to which we provided the following response below. Unfortunately, the tenant breached her contractual obligations. Her dissatisfaction appears to stem from this situation, compounded by an inappropriate comment made to one of our employees (suggesting she should jump off a cliff). We always strive to treat tenants with respect and clearly outlined the procedures related to contract breaches. While we regret the tenants negative remark, our role is to uphold the landlord's rules. As a mediator, we believe we handled the situation professionally and provided as much assistance as possible throughout the move-out process.

  Dear Mrs. *************** you for taking the time to share your feedback. Were glad to hear that your leasing and move-in experience went smoothly, and we appreciate your kind words about that part of the process.We also want to acknowledge how challenging it must have been to navigate a sudden relocationespecially while preparing to grow your family. That kind of transition can be overwhelming, and we understand how frustrating unexpected expenses can be.Regarding your $2,120 security deposit, our team conducted a thorough review of your file in line with the lease terms. While the $1,440.75 reletting fee was paid, there were additional deductions related to early lease termination, including lost rent while the home was vacant and repair costs needed to prepare the property for the next tenant.We appreciate the steps you took to hire professional cleaners, carpet cleaners, and pest controlthose efforts were noted in the inspection report. However, our final walkthrough did identify a few issues that required additional attention before the home could be re-leased.Please know that its never our intention for a tenant to feel unheard or unfairly treated. If you have any additional documentation or context you'd like us to consider, were happy to revisit your file. We welcome the opportunity to further discuss your concerns and ensure you feel fully heard.Wishing you and your family all the best in this next chapter.

  I welcome the opportunity to discuss this issue further if necessary.  

  Respectfully,

  ****** ******,
  Broker/Owner

  Customer Answer

  Date: 06/11/2025

  Complaint: 23430653
  
  Thank you for your timely and kind response, I would greatly appreciate a further discussion into this matter as I feel there is much that is unresolved. 
  
  Firstly, I want to clarify that I never told anyone to "jump off a cliff," and claiming that I did is slanderous.
  
  Secondly, regarding the additional deductions related to our early lease termination, we want to clarify our position. When we submitted our official notice of intent to vacate, we acknowledged in writing our obligation to pay the final month's rent and the reletting fee. This situation was unexpected for both parties, as we intended to remain in the rental property long-term until we received a job promotion that required us to relocate. Our concerns do not involve any breach of contractual obligations; we have fulfilled our responsibilities by paying both the final month's rent and the reletting fee without any issues.
  
  Finally, the real issue at hand is the unjust itemized list of charges that have been brought against us. 
  
  Ozone for pet odor: $142.73 
  Firstly, the perception of "odor" or "smell" is inherently subjective. This evidence is unlikely to be upheld in court unless it is corroborated by additional evidence, such as the presence of stains in the same vicinity or the detection of pet hair. Currently, neither of these forms of supporting evidence has been presented. 
  
  Secondly, if the first reason is not sufficient, I would like to draw your attention to the attached Move-Out instructions for the interior. We hired ************************, the carpet cleaning contractor recommended by your company, because they guarantee their work. We have already paid $221.75 for the carpet cleaning, which includes the additional treatments for pets and deodorizing. If you are still claiming that there is an odor, we believe it is appropriate for them to return and rectify the issue at no additional charge to us. Therefore, we should not be held liable for the $142.73, as we have already fulfilled our obligation by paying your preferred contractor. 
  
  Thirdly, if the previous two reasons are still insufficient, please refer to the attached receipt, which includes the dates of payments made, as well as the attachment of the lease regarding the animal agreement. We paid a $400 pet deposit when we signed the lease, which more than covers the $142.73 charge for "pet odor" treatments. Therefore, this charge should be refunded to us.
  
  
  Duplicate non-refundable pet fee: $100 
  If youll refer again to the attachment of the lease regarding the animal agreement. You will see that we paid the $400 pet deposit in addition to the $2,120 security deposit, as well as the $100 non-refundable payment when we signed the lease agreement and before we moved into the property. Therefore, this duplicate $100 Non-refundable pet fee that was charged to us again on the 4/18/2025 Security deposit statement should be refunded. 
  
  
  Pet Deposit: $400 
  Since there was no damage caused by our dog, as indicated in the itemized estimate provided, and since the lease does not specify that the additional deposit is non-refundable, we request the refund of the $400 deposit. Even if you choose to deduct the $142.73 for "pet odor" from this deposit, we should still receive $257.27 in addition to the refund of the $142.73. Which again, we should not be held responsible for this deduction; Truckmont Cleaning should be accountable for redoing the job to meet your standards, as stipulated in the lease, which states, "They guarantee their work." 
  

  
  Interior Paint: $950
  I also kindly requested an itemized invoice in the written dispute that details the actual amount paid for the services rendered, the cost of the materials used, and the hours worked by the contractor. We believe that the total of $950, of which we are responsible for $760, is excessive for the paint touch-up corrections that you claimed were necessary.
  
  
  Exterior repairs: $110
  The charges outlined for repairs to the exterior include filling in nail holes and touching up paint, reattaching loose fence runners, applying caulk to the garage door trim, and addressing some cracks in the driveway. It is important to note that none of these items are included in the Move-Out instructions provided, which pertain to the exterior areas and specify repairs or concerns for which we are responsible. Therefore, we believe that we should not incur charges for these repairs, amounting to $110
  

  
  In closing, as we have not received the itemized invoice for the interior paint job, we should currently receive a refund of $752.73 at minimum. If you still decide to take the $142.73 for pet odor out of our pet deposit rather than holding the contractors you specifically list for tenants to use as they adhere to your standards, then we should still receive a refund of $610 at minimum.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:11/05/2024

  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.

  When I moved in I was to pay a month and a half of my rent for my deposit. My plumbing is horrible there is water under my tile that just sits there. My ac and heat central does not work they do not have a physical address so I can show up there also I'm having to 9ay for my own pluming or any repairs because they are saying they don't have any funds for any property's repairs. Half of the building is borded up from a fire homeless people been in there cooking on the floor at 3 am causing another fire it's cold right now there is no heat at all from any where

  

  Business Response

  Date: 11/05/2024

  Subject: Clarification Regarding Complaint
  
  Good afternoon,
  
  We would like to address the complaint we received, which we believe may have been sent to us in error. Our office is located in ***********, **, and we do not believe this complaint pertains to our services. 
  
  Could you please advise us on how to proceed?
  
  Thank you for your assistance.

   

  ****** ******
  Broker/Owner

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  Im filling against  thunder sun homes in ******* tx . I don't know how any if this works
  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

  Date:06/14/2024

  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.

  The realty company misrepresented the property by including a washer and dryer in the photos on Zillow and having them on the property when I toured. The company required me to pay a deposit and first month's rent before seeing a completed lease (which is illegal). After I paid, they dropped that the house did not in fact come with the washer and dryer, and proceeded to say it was never there, even though I have photo proof. I need my deposit and rent back asap (I never signed the lease) to rent a new home and the owner is refusing to give the money back.

  

  Business Response

  Date: 06/25/2024

  To Whom It May ***************** regret to inform you that there may have been a misunderstanding regarding Mr. ****** recent interaction with our company. Mr. **** expressed interest in a property listed online and we scheduled a viewing. The property was found to be empty of furnishings, including a washer and dryer. Upon further investigation, it was confirmed with the landlord that these appliances were not included in the rental nor were they being advertised.  In fact Mr. **** did not question home furnishings only the washer and dryer.  It is customary for us to sometimes market a rental home with furnishings to give consumers an idea of furniture placement etc.  It's important to note that Mr. **** looked at several rental properties and we believe he may have confused our rental with another rental that he viewed without the assistance of my company.
  
  I offered to inquire with the landlord regarding the possibility of including these appliances, but Mr. **** declined and began to behave in an unreasonable manner. He sent me multiple aggressive messages which caused concern for my safety, especially when he demanded the return of his money. Our standard procedure for refunds is to promptly issue a check via **** certified mail.
  
  Enclosed is a copy of the listing for your reference along with the receipt from the **** along with the tracking number . As a gesture of goodwill, I refunded Mr. ****** application fees and returned his security deposit via **** certified mail, providing him with a tracking number. The check was mailed on June 18th. We maintain that we have acted ethically and dismiss any suggestion of wrongdoing, attributing this situation to a misunderstanding on the part of the consumer.

  In addition, no laws were broken.  According to the Texas Property Code Section 92.102 of the Texas Property Code defines security deposit:
  A security deposit is any advance of money, other than a rental application deposit or an advance payment of rent, that is intended primarily to secure performance under a lease of a dwelling that has been entered into by a landlord and a tenant.

  We are committed to excellence and go above and beyond for our clients and customers. Mr. **** was treated with this same level of service.  We do wish him well in his future endeavors. 

  Thank you for your attention to this matter. Please feel free to reach out if you require any further clarification. 

  
  Sincerely,
  *************************

  Customer Answer

  Date: 06/27/2024

  Complaint: 21851389
  
  I am rejecting this response because: I still have not received the $4,609.99 that she charged me before the lease was signed. I read her reply in your other message but that law assumes a lease has been signed. Additionally, she claims to have mailed me a check, but all she has shown me is that she mailed a certified letter, not that it contains a check. She mailed the letter to an address I no longer live at and I have asked her via text and email multiple times to send it to the correct address, or transfer it electronically, or that I can come pick it up in person and she has refused to respond to any of those requests or options. I have no reason to believe she has made any effort to actually return my money. She mailed the check to the address on the application, but that was the address I was moving from, which makes sense since she is a rental company. I have put in for a change of address but it takes 5 - 10 days to take effect. 

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

  

  Business Response

  Date: 07/01/2024

  To Whom It May ******************* **** has completed the rental application online and has provided 235 **** as his home address, stating that he is currently in the process of selling the property. He mentioned that he does not have access to his mail, despite being the owner of the house.
  
  Attached to this email, you will find a picture of the front of the house, confirming that it is not a community mailbox. As such, Mr. **** should be able to obtain his mail at this address.
  
  Although the address update was requested prior to mailing, the mail was sent to the address provided by Mr. **** before he furnished a forwarding address. In an effort to expedite this matter, the check was sent promptly to the address Mr. **** provided.
  
  Unfortunately, due to the circumstances, I am in the process of initiating a stop payment on the check, which may take a few days to complete. Once it is confirmed that the funds have not cleared, a new check will be issued.
  
  Additionally, given Mr. ****** aggressive behavior towards me and my company, I will be coordinating a meeting with him at the police substation for the delivery of the new check. A regular copy of this correspondence has been sent via mail, with the letter enclosing the new check being sent via certified mail for security purposes.
  
  Thank you for your understanding and cooperation in this matter.

  Please see attachments for reference.

  
  
  Respectfully,

  *************************
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/19/2024

  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.

  In Jan 2024, I moved out of a rental property and paid all fees and rent. In Feb 2024, I accidently paid an amount of $1009.99 to Rental properties in which they confirmed it was an overpayment, i have an email for proof. I asked my bank to recoup the money, this week they let me know Rental Property Professionals declined to release my money stating there were no funds owed. i need help getting my money back

  

  Business Response

  Date: 04/24/2024

  To Whom It May ***************** would like to bring to your attention an ongoing matter concerning a payment issue involving ********************. Despite ******************** initiating a cancellation of payment, she has yet to receive her funds from Appfolio. Initially, she was instructed to issue a stop payment through her bank as the funds are held in a pass-through account with our software provider, Appfolio.
  
  Following a recent complaint filed by ********************, I have reached out to Appfolio for their support in resolving this issue. The problem originated when ******************** inadvertently overpaid her rent, despite being provided with the correct rent amount in advance. We are currently collaborating closely with our software provider to address and rectify the situation.
  
  In the interim, ******************** has expressed her dissatisfaction through multiple complaints and negative reviews. We are committed to working towards a resolution and ensuring that ******************** receives her funds promptly.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  *************************

   

  In addition,

  She was provided with this direct email yesterday.

  Shan,
  I have shared this information with the Appfolio support team. It sounds like you initiated a cancellation versus a stop payment. That is only secondhand information that I have received. 
  The information that I have received so far is the following:
  
  "I do not see any stop payments currently on this tenant's ledger, if it was for an ACH payment it would be marked as an NSF and reversed! 
  If it is in regards to the payment I linked previously and inquired after, the cardholder did initiate a dispute for this payment with their bank with the reason code M53 Services Not As Described. However, this dispute is still pending at the bank level and they have not yet issued a verdict at this time:"
  
  I have asked the support team to share the information that you provided below with their audit department to see if we could get an expedited answer to this issue.  We are diligently working toward figuring out where your funds have been allocated. I will get back with you as soon as I hear back from the support team.

  Customer Answer

  Date: 04/24/2024

  Complaint: 21598618
  
  I am rejecting this response because: I still do not have my money. I would like to keep the complaint open until I receive the recoupment as Appfolio will only communicate with the rental agency. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/25/2024

  To Whom It May ******************** am writing to inform you that a support request was made to Appfolio to inquire about the location of funds. This request was initiated by the tenant and we are currently in the process of following up with Appfolio regarding the dispute on behalf of the tenant. 
  
  I would like to remind you that the stop payment was not executed as previously discussed; instead, it was cancelled.  ********************** initiated this back in February and was advised of the timeline on this process via Appfolio.  This is not a matter that I can control directly but I have requested an urgent request for an update. I will keep the updates on this platform.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *************************

  Customer Answer

  Date: 04/29/2024

  Complaint: 21598618
  
  I am rejecting this response because: the **************** through ************************* still have my money. It has not been refunded or returned to me and seems like she nor I know how to get it back. Nevertheless I am the only one affected by the this. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 05/03/2024

  To Whom It May ***************** am writing to inform you that we have collaborated with our software company to rectify the error regarding ************************ overpayment of rent. As a result, we have successfully recovered the excess funds. 
  
  Today, we are in the process of mailing ******************** a reimbursement check via certified mail to the forwarding address she has provided.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *************************

  Customer Answer

  Date: 05/08/2024

  Complaint: 21598618
  
  I am rejecting this response because: the amount refunded is less than what i paid. I accidentally overpaid $1,009.99.

  the amount received in the form of a check was $1,000.00.

  i am still missing $9.99

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

• Initial Complaint

  Date:06/26/2023

  Type:Order 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 demanded we pay a deposit of $5,925 before they could release a lease agreement. The communication has been nothing but lacking and unprofessional. We were affirmed by a 3rd party that this wasnt a scam and paid the deposit. After getting the lease agreement we reviewed it and asked for a changes to the lease because they werent explained to us. We sent a written notice we wanted to back out and a full refund be given ASAP. They are refusing to give us our money back in a timely manner. We are military and have only a short time to search for housing accommodations for our PCS to ***********. They were quick to accept the money but are slow to release the money because terms werent agreeable.

  

  Business Response

  Date: 06/26/2023

  Thank you for the opportunity to offer an explanation. 
  The applicant was provided with our screening criteria prior to submitting their application for the property. In compliance with our policy, we require a deposit in order to send out an official Residential Lease Agreement, which includes a paid security deposit. After accepting the screening criteria, the applicant proceeded to make the deposit payment. Our office then shared the Residential Lease Agreement with the applicant, who requested to add another vehicle belonging to their 18-year-old daughter. We explained our policy that requires credit and/or background checks for anyone 18 years old or older, regardless of their role or financial responsibility. The 18year old daughter was not part of the application nor mentioned in our previous communication.  The applicant became upset and demanded a refund via email on a Friday at approximately 3pm. As I was out of town, my office informed the applicant that I would contact them as soon as possible, and I left a voice message on Monday at 9:33am, but was unable to reach them. Despite our efforts to accommodate their requests, including an additional vehicle space, refrigerator and blinds, and an extended move-in date, the applicant, specifically *******, responded with yelling and profanity during a phone call at 9:44am this morning. This behavior is inappropriate and unprofessional. Our office strives to provide satisfactory service to our clients, and without hesitation, we did in fact initiate a refund as requested via ACH, with the appropriate forms sent and payment initiated today. Please see attachments to show that the disclosures and communication we had with the applicants prior to their application. We have full disclosure of emails and text messages available if necessary.  
  
  

  Customer Answer

  Date: 06/26/2023

  Complaint: 20229225
  
  I am rejecting this response because:

  ***************** taking responsibility for her actions.  My wife was angry due to Janices unprofessional demeanor and giving us the only option of a mailed check for refund options on the phone. We are moving and didnt want the check lost in the mail.  ********************* up on my wife, my wife called her back and ****** said she was acting like a baby.  
  

  I was able to get on the phone and explain that it was my 18 year old daughter that would be visiting from college for more than the allowed time of 7 days per the contract (obviously she ignored that part).  At no point would she be living with us permanently; only for visits.  
  

  ****** also pointed out that she had to make an exception for approving my application.  She pointed out 2 DUIs in 1999-2000 I received when I was 19.  I laughed and told her Im in the military and am approved for a Top Secret security clearance.  She acted like she was doing me a favor when I have had no issues renting before or going for any security clearances.  
  

  ****** had receipt of my email on Friday regarding I wanted my money back **** at ****.  She had plenty of time to get the funds back to me before close of business.  
  

  Today when she wired the funds back to my checking account she shorted us by $2400.  I had to call her back to get the remaining amount sent.  
  

  ****** and her company is not taking any responsibility about being at fault and lies about the details.  
  

  I dont agree with her response; she doesnt want to take any blame and listen to the customer.  
  

  If there were communication and professionalism I wouldnt be in this situation writing to the BBB.  Her property would be rented and everyone happy.  Now she has no renter and did a disservice to her client by not addressing the issues on a Friday and the property was off the market for 3 additional days.  
  

  I am still waiting for funds to hit my account.  

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

  

  Business Response

  Date: 06/27/2023

  To Whom It May ***************** have processed two separate electronic transactions: one for the security and pet deposit, and the other for the rent and administration fee. While we were not obligated to return the administrative fee, we chose to do so as a gesture of good faith. However, it should be noted that the applicants' initial application did not provide truthful information, as they failed to mention the presence of an 18-year-old child from the outset. Despite this, we were still willing to make reasonable accommodations and engage in open discussion about the situation. You can also see the truth of the processed payments in the attachments. Additionally, we took a proactive approach and can share a trace number for them to follow up with.  The trace number for the $2400 payment is *************** and the trace number for the $3525 is ***************. Typically banks can take up to 3 days to credit funds as ******************** was made aware, meaning the delay could be with his bank not ours since payment was initiated and sent out on our side.
  
  Throughout this process, we have acted promptly and reasonably. It is important to emphasize that our company has always maintained effective communication and facilitated transactions without any issues. The current matter arose due to a disagreement stemming from our policy regarding adults. We firmly reject their claim that funds were not received, as all payments were accounted for and duly transferred via ACH. 
  
  We hold no animosity towards them and genuinely wish them the best in their future endeavors.