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:07/22/2025

  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.

  Marshall Reddick is taking money from my deposit for water stains on a garage floor, some dust in a bathroom vent, removal of 2 trees and grease in the oven. The oven did not contain grease, there was some left over oven cleaner in there from when I cleaned it. It was dark and there was some streaks and a little over spray. The garage floor is a garage and the water stains are water stains. no idea why i'm being charged for that. Also, why am I being charged for 2 tree removals? they've been dead since I moved in. The lease states that the carpets and dryer vent should be professionally cleaned. The lease states the home should be cleaned upon departure. I cleaned the home better than it was when I moved in.

  Business Response

  Date: 07/23/2025

  To Whom It May Concern,
  
  We appreciate the opportunity to respond to this complaint. The tenant's claim that they were charged for tree removal is factually ************ such charge was issued. The tenant was charged a cleaning fee of $151.55 due to the property not being returned in move-in ready condition, as required by the lease agreement.
  
  Prior to move-in, the property was professionally cleaned. After receiving feedback from the tenant expressing concerns about the cleanliness,we promptly scheduled and completed a second professional cleaning at no cost to the tenant. We made every effort to provide a clean and welcoming home and remained responsive to the tenants needs throughout the lease term.
  
  Upon vacating, the home required additional cleaning of the garage floor, oven, and baseboards. Per Line Item 17 of the Landlords Rules and Regulations (part of the lease agreement), tenants are required to leave the property in move-in ready condition and have the carpets professionally cleaned with a receipt. When this is not met, the landlord may deduct the cleaning cost from the deposit. This is in compliance with Texas Property Code ******, which allows reasonable deductions from the security deposit for necessary cleaning and repairs.
  
  In addition, the lease outlines a $75 move-out report fee, which is also standard and disclosed in the agreement. While we were also entitled to charge a $100 repair coordination fee per Line Item 18 of the lease, we waived this fee as a courtesy, despite the home needing additional coordination work.
  
  In total, the tenant was charged only $226.55, all of which was itemized and justified under the lease agreement and Texas Property Code. We believe we acted fairly, transparently, and in good faith throughout the process.
  
  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 07/23/2025

  Complaint: 23638275
  
  I am rejecting this response because:

  The garage floor had water stains which is covered under normal wear and tear. The garage was swept and that should be all that is required. The contents in the oven was oven cleaner which was an attempt to clean, not neglect and not technically dirty. There was no evidence sent of baseboard being dirty, I cleaned all the baseboards prior to moving and there was no pictures sent to me showing dirty baseboards.  In the state of ***** when a tenant moves out, ***** says that cleaning it should be broom swept unless otherwise specifically noted in the lease. In the lease it said dryer vents and carpets will be professionally cleaned. They were cleaned professionally and receipts were furnished.  The company never did a preinspection walk through with pictures to show the condition of the house.  Is there an inspection that shows the condition of the house prior to moving in whoch would establish a baseline? Out of good faith I removed marks from the walls prior to moving that I disclosed to rental company.  Not to mention illegally denying my initial tenancy based off of my VA disability pay that far exceeds the required monthly minimum, forcing me to gain employment to provide proof of income.
  
  Regards,
  
  ******* ********

  Business Response

  Date: 07/25/2025

  To Whom It May Concern,
  
  Thank you for allowing us the opportunity to address the tenant's continued concerns.While we respect Mr. ********* position, we respectfully disagree with his characterization of the events related to his move-out.
  
  1.Move-In and Move-Out Inspections:
  Prior to Mr. ******** taking possession of the home, a detailed move-in inspection was conducted and documented. This inspection establishes the condition of the property before tenancy and is standard practice for all our properties.Additionally, a full move-out inspection was performed upon his departure,which included extensive photos and notes. The report was uploaded to Mr.********* AppFolio portal and, per our procedures, requires tenant acknowledgment to view. At the time of this response, Mr. ******** has not signed to acknowledge or review this report, therefore this has lead me to believe the this complaint to the BBB is not justified, the tenant is filling a complaint before even being willing to look at the details pictures that show otherwise to his claims. I will provide evidence that the tenant has not opened or viewed the move out inspection report.
  
  - Additionally,Mr. ******** was provided with a Move-In Condition Form at the start of his tenancy. This form allows tenants to document and report any concerns or discrepancies within the first 7 days of occupancy. However, Mr. ******** did not complete or return this form. When considered alongside our documented move-in inspection and the detailed move-out inspection, there is sufficient evidence to support the condition assessments made at the end of tenancy.
  
  
  2.Required Cleaning at Move-Out:
  Our lease agreement clearly outlines that the property must be returned in rent-ready condition, which exceeds a basic broom-swept standard. This includes a clean oven, baseboards, and surfaces throughout the property. While we acknowledge that Mr. ******** made an effort to clean, there were still areas noted in the move-out reportincluding residue in the oven and stained baseboardsthat did not meet rent-ready expectations. Charges applied reflect only the actual work needed to bring the home back to standard for the next resident. I will also provide evidence of several sections in the lease that state this.
  
  3.Carpet Cleaning & Dryer Vent Receipts:
  We do appreciate that Mr. ******** provided receipts for carpet and dryer vent cleaning, as required by the lease. These were acknowledged and no charges were applied for these items. The cleaning fee assessed was solely for areas that remained unaddressed at move-out.
  
  4.Application Process Allegations:
  Mr.********* reference to his application and income verification process is unrelated to this complaint and occurred prior to his tenancy. However, we wish to clarify that all applications are processed in compliance with Fair Housing guidelines and company policy. Employment verification is one of multiple forms of income verification we accept. At no point was a tenant forced to obtain employment. Nevertheless, this concern has no bearing on the move-out condition or security deposit dispute.
  
  In summary, we conducted all inspections and applied charges in good faith and in accordance with the lease and Texas Property Code. We regret that Mr. ******** remains dissatisfied but believe we have acted reasonably and professionally throughout this process.

  Customer Answer

  Date: 07/25/2025

  Complaint: 23638275
  
  I am rejecting this response because:
  
  
  First, I was charged for allegedly dirty baseboards. I thoroughly cleaned the home, including vacuuming and wiping down all baseboards before vacating. The move-out photos provided do not show any evidence of dirty baseboards, and I have received no photographic documentation from the property to support this charge.

  
  

  I was also charged $80 for pressure washing the garage, despite there being no oil stains present. The lease clearly states pressure washing is only applicable if oil stains exist. Any water marks were consistent with normal wear and tear, and the garage was left broom-swept, as expected.

  
  

  With regard to the oven, the residue was simply leftover oven cleaner and some overspray, not grime or signs of neglect. This does not warrant an additional cleaning fee.

  
  

  Further, I have never been provided with pre-move-in condition documentation or photos, making it impossible to establish a fair baseline comparison for these alleged issues.

  
  

  Additionally, I made a good faith request for a move-out walkthrough, in writing, to resolve any concerns collaboratively and avoid unfair charges. That request was declined by the company, leaving me no opportunity to respond or correct minor concerns in person.

  
  

  Finally, I want to note a broader concern. At the outset of my tenancy, I was initially denied approval based on my VA disability, which I have in writing from one of the companys employees. I mention this not to shift the focus of this particular complaint, but to highlight what I now recognize as a pattern of grievance and poor treatment by this company. That matter will be pursued separately in court.

  
  

  In total, the lack of transparency, refusal to engage in good faith practices, and unsupported charges warrant a full review. I am formally disputing these charges and requesting that they be refunded.
  Regards,
  
  ******* ********

• Initial Complaint

  Date:06/29/2025

  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.

  My neighbor whom you manage has a cane corso that Im sure is not reported.

  Business Response

  Date: 07/24/2025

  To Whom It May Concern,
  
  Thank you for bringing this matter to our attention.
  
  We understand the concern expressed regarding the presence of a Cane Corso at the neighboring unit. Upon receiving this complaint, our team promptly initiated an internal investigation. We reached out to the resident in question and scheduled an in-person inspection of the property and while no pets were present at the time of inspection, we were made aware that a dog had been temporarily present at the unit as a visitor.
  
  We have since addressed this matter directly with the resident to ensure compliance with our pet policies moving forward.
  
  We genuinely value all feedback and take resident concerns seriously. While we appreciate the initiative taken to report this issue, we kindly encourage residents to reach out to our office directly with any future concerns so that we can work together toward a prompt and effective resolution.
  
  Thank you again for your communication and for helping us maintain a positive living environment for all residents.

• Initial Complaint

  Date:05/20/2025

  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.

  Complaint Type: Contractual Issue / Billing Dispute Business Name: Marshall Reddick Real Estate Complaint Summary:We entered into a one-year property management contract with Marshall Reddick, expecting a professional and straightforward relationship. Instead, we experienced poor service and deceptive contract terms that led to an unfair and excessive termination fee.Details of the Complaint:Over the course of our contract, Marshall Reddick routinely:Took up to a week or more to respond to our emails.Charged frequent miscellaneous fees without clear justification.Hired contractors who performed substandard work.Took several months to rent out one of our units.Despite these concerns, we honored the full year of the agreement and submitted 30 days written notice to terminate, as required. However, the company then enforced a termination clause that penalized us with a $4,951 fee even though the contract had ended.This fee is based on a buried clause that states the owner must pay the greater of the remaining management fees through either the lease term or contract term in our case, calculated at 7% per unit per month. Since lease end dates rarely align perfectly with management agreements (especially across multiple units), this clause effectively traps property owners in a cycle of automatic renewals and expensive penalties. We believe this is a predatory and deceptive business practice.Resolution Sought:We are requesting that Marshall Reddick:1.Waive the $4,951 termination fee, as we met the terms of the one-year agreement and provided the required notice.2.Amend their contract language to make their termination terms explicitly clear and not financially punitive.3.Cease any further collection attempts related to this dispute.We are submitting this complaint in hopes of resolving the matter fairly and to alert other property owners of these hidden and unreasonable practices.

  Business Response

  Date: 06/09/2025

  Dear BBB,
  Thank you for the opportunity to address ******************* concerns regarding their
  property management agreement with Marshall Reddick Real Estate. We strive to
  maintain transparency and professionalism in all of our client relationships and welcome
  the chance to clarify the matter.
  Summary of Events:
  *** & Ms. **** entered into a 12-month ******************* Agreement, effective
  June 3rd, 2024, which included a termination clause allowing either party to cancel with
  30 days' written notice. This clause also stipulates that in the event of termination prior
  to the expiration of all lease terms initiated under our management, the owner agrees to
  pay the greater of:
  1. The remaining management fees through the management agreement term, or
  2. The remaining management fees through the lease term (7% per unit per month with
  a $175 minimum & a $500.00 maximum per unit).
  This clause was not intended to be deceptive but to protect our company from losses
  associated with the early termination of management services, especially where active
  tenant leases remain in place. The clause is standard in many management
  agreements and was included in the signed agreement Ms. **** received and
  acknowledged.
  Response to Key Points:
  1. Communication Delays:
  Our internal notes show multiple email threads and phone call logs documenting
  communication throughout the term. We apologize if there were instances where our
  response time did not meet expectations and are happy to adjust to the Gage's
  expectations.
  2. Vendor Work Quality:
  All vendors used are licensed and insured third parties, but we understand that
  expectations around workmanship may vary. We encourage owners to communicate
  any dissatisfaction so we can address it promptly.
  3. Leasing Timeline:
  The leasing process can vary based on market conditions, property readiness, and
  pricing strategy. We actively marketed the unit and can provide documentation of
  showings, inquiries, and rent comps if needed.
  4. Termination ******************************** did provide 30 days' notice to terminate the agreement, the
  termination fee was assessed per the signed agreement due to tenant leases still being
  active beyond the end of the management agreement term. This fee is not a penalty,
  but rather a continuation of the management fees per active lease obligations secured
  by our team. This clause is clearly disclosed on page 3 of the agreement under Section
  "(7) Termination."
  Resolution Position:
  While we respectfully maintain that the termination clause in question was clearly
  disclosed and contractually valid, our goal is not only to uphold the terms of our
  agreements but also to ensure that our clients feel valued and supported.
  We recognize that *** and Mrs. **** had a frustrating experience and we are
  committed to making things right through exceptional service. Rather than dispute the
  concerns point-by-point or negotiate fees, our focus is now on delivering the highest
  level of support and care moving forward. If there is any way we can assist them further,
  clarify any open matters, or restore trust in our service, we welcome that opportunity.
  We are grateful for their past business and hope to resolve any remaining
  dissatisfaction through positive, results-driven engagement. We welcome further
  discussion through this BBB channel and are committed to bringing this to a fair close.
  Sincerely,
  Marshall Reddick Real Estate

• Initial Complaint

  Date:08/16/2024

  Type:Billing 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.

  I am filing a complaint due to Marshall Reddick not responding to my wife's emails requesting more information on the disposition of the deposit. My wife emailed several times in response to ***************************** and the general email *********************************************************** and has received no response. When my wife first contacted the general email, ********** responded with new information and did not explain anything from the disposition letter nor the new items he brought forward. There were photos in the email from *** that were not clear. The photos were blurry and showed what looked like a problem with a corner wall and either water damage or a problem with how the walls were finished to begin with. Either way, it was never explained what the photo was supposed to show. There was absolutely no water damage and I have a video to prove it. It was also not mentioned at all in the deposit disposition. *** also pointed out that a light was out, another item that was not included in the deposit disposition. My wife replied to *** stating this light was not out upon move out and we would not have been able to change it due to it being hardwired. Another item not mentioned in the disposition, ONE photo of a wall with markings on it. The paint in the entire home was matte paint. The specific photo provided by *** was in the kitchen near the pantry and laundry room. Matte paint will absorb moisture and oils. It is unavoidable! Nevertheless, this was not in the disposition letter.In regard to the patching...The nail holes from photos hung on the walls were patched as requested in the lease. It did not say anything about being a professional contractor and knowing exactly how Marshall Reddick would like it patched. The holes were patched as well as any normal person who is not trained to do professional work on a home would have patched the holes. It was not done sloppy and it was done very lightly. Photos provided came from ********** I've uploaded a copy of our last lease, see #**.

  Business Response

  Date: 08/20/2024

  The tenants initial dispute was emailed to us on 7/22/24 and Marshall Reddick responded in less than 24 hours on 7/23/24 with an explanation and photos addressing each item of their concern. The tenant emailed on 7/30/2024 to state they had not received a response, the response was sent directly back to tenant on 7/23/2024 to their email address. We are attaching a copy of all dispute emails and responses, along with a copy of the charges tenant was assessed. During our responses, no new items were added or charged to tenants including the claims of water damage and a light replacement. A photo was shared to show necessary paint touch up to repair the tenants patchwork that was needed near a light fixture in the kitchen ceiling. The wall with the markings mentioned by the tenant was a part of the overall paint touch up charge and not specifically mentioned as the amount of touch up paint needed was considered more than normal wear and tear. Photos are being shared here as well. This property was brand new at the time the tenant moved in and the tenant was charged for a portion of the paint touch *** due to heavy patchwork of over 24 areas and numerous marks/stains throughout the living/bedroom areas and garage.  Due to the excessive thickness of the patchwork, additional sanding was required before paint could be applied which was listed in the security deposit disposition. Painting of the sanded areas was also charged and listed on the disposition as tenants did not attempt to repaint the patched areas or any other marks/stains caused by them in the brand new property. Owner paid for the rest of repaint that was considered to be normal wear/tear. In regards to #** the tenant is referring to in the Landlord Rules and Regulations, tenants are required to touch up paint where appropriate and fill any nail holes on the walls. The tenant did not attempt to repaint and the holes were not just filled but unfortunately,excessively covered that required the sanding prior to repaint. Therefore,appropriate charges were applied. In addition to photos and a breakdown of charges, we are including a copy of the tenants lease, rules and regulations, inspection report and receipts for work completed.

  Customer Answer

  Date: 08/23/2024

  Complaint: 22151030
  
  I am rejecting this response because:

  I don't believe you read my complaint properly. We never received a response to our follow up email regarding what was explained in the dispute from *** on 7/23. There were photos and explanations in Joes 7/23 email that were not included in the disposition. I included those photos in this claim to show you what was sent by ***, to us. None of it was clear, the pictures were blurry and there were no explanations from ***. He did not provide a more specific answer to the first question and instead sent those very confusing photos. 

  Your lease and your move out checklist are contradictory. You ask for holes to be patched and painted but your move out checklist states not to attempt to paint as it may lead to additional charges. We did as instructed.
  
  Your claim in regard to the touch up on the ceiling is absurd. We did not need to repair or touch up anything on the ceiling in the kitchen as we didnt hang any photos on the ceiling. Your maintenance repair person who replaced a light in our ceiling while we were living there may have something to do with any ceiling repairs. We do not own a ladder tall enough to reach those 20 something foot ceilings.
  
  I do not agree with the excessive covering claim. The holes were lightly covered and anytime you putty/spackle, sanding is required before painting. The photos you have provided from the inspection report do not support your claim for charging us $400 out of $600 in total for damages not considered to be normal wear and tear. 

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

  Business Response

  Date: 09/05/2024

  After further review of the claims, we will be issuing a refund to the tenants in the amount of $475.00. We appreciate the opportunity to review and re-evaluate this claim. 

  Customer Answer

  Date: 09/07/2024

  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

  Date:06/11/2024

  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.

  Spoke with ****** a representative for the company when I looked at the house originally. I told him I would need a guarantor. When we signed the lease and got approved. They wanted my guarantor, my father, to personally sign the lease which is unheard of. They tanked the lease I was about to sign because my father wouldnt sign the lease as a tenant. I think the people there are very new. Im surprised they could write their name on a piece of paper. I only paid the application fee because of the way ****** explained the guarantor process. Very unprofessional and a giant time waste. I want my application fee back and an apology. Also we dealt with a woman named *****. She was as much use as a rock. She must be new. They should higher better quality people.

  Business Response

  Date: 06/20/2024

  We have connected with the applicants to clear up any confusion regarding this situation, and are happy to provide the necessary refunds where applicable. We are handling this directly with the applicant and will ensure all is resolved. 

• Initial Complaint

  Date:02/01/2024

  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.

  I recent apply for townhouse with the help of leasing agent my family paid 75 each for the application fee on different credit card I was suppose to get it back but The leasing agent ****** who works for them didnt reply to none of our emails or calls she reply and said that the money was refunded and it wasnt the company do not answer they phoned when you trying to reach out to them.

  Business Response

  Date: 02/06/2024

  Hello, 
  We apologize for any inconvenience you may have experienced with Marshall Reddick. After a thorough review of your tenant application and communications with your agent, we identified a possible misunderstanding regarding your reimbursement. 
  
  I have reviewed the communications with ******,the leasing agent, and Marshall Reddick. I've noticed that ***** opted out of text messaging, which prevented messages from being sent or received and added complications to the preferred communications.  Following this, I see that ****** responded to all messages with ****. Concerning reaching out to Marshall Reddick, I observed that there were three unanswered calls on a Sunday, a day when the office was closed. However, I saw that spoke with a Marshall Reddick employee on the following Monday. Attached are all communications with ****** and Marshall Reddick Team. 
  
  Regarding the reimbursement, your approval was submitted on 1/12/2024, and the Account Manager was informed to refund these funds to you. However, I see that you reached out to two of our agents on 1/22/2024 and 1/26/2024 expressing interest in moving your application to one of our available propertieseither Melanzane or Flipper. With this request, of possibly moving your applications, we placed said reimbursement on hold to avoid you having to submit your application again.
  
  That being said, because we have not run your applications and you have been sent a reimbursement for the application fees.
  
  If you would like to lease one of our vacant properties as previously requested, you will need to resubmit all your tenant applications. 
  We would be glad to help with this, if need be. 

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service 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.

  No communication Not answering calls during business hours

  Business Response

  Date: 12/15/2023

  Hello,
  Here is a timeline of calls and voicemails between tenant and our ***** starting on Dec. 1:
  
  Dec. 1 @ 3:03pm: MR called tenant back and left voicemail for missed call.
  Dec. 5 @ 10:21am: ****** called and left voicemail.
  Dec. 5 @ 10:24am: MR called tenant back and spoke with tenant about move out process and provided email for him to send over carpet cleaning receipt.
  MR uploaded receipt onto tenant portal same day. 
  Dec. 8 @ 4:06pm: Missed phone call.
  Dec. 8 @ 4:07pm: Tenant left voicemail
  Dec. 8 @ 4:51pm: MR called tenant back to speak about inspection list and tenant wanted an explanation on the red flag items and what they meant.
  MR advised tenant that flagged items are not always tenant charges, and advised tenant on close out process. 
  Dec. 11 - Disposition letter of charges breakdown sent to tenant by accounting on Dec. 11
  *** No contact was made by either tenant or MR from Dec. 8th to Dec. 14th until 12/14 at 1:17pm
  Dec. 14 @ 1:17-1:47: tenant called multiple times and left 7 voicemails during time period.
  Dec. 14 @ 1:48pm: MR called tenant back and left voicemail.
  Dec. 14 @ 1:49: ****** called MR back and spoke for 25 minutes about the move out inspection and breakdown of charges and MR explained process for breaking down charges and the move out process.
  Dec. 14 @ 2:21: MR called tenant back. ****** stated he had already spoken with another MR ***** member and that he was already helping him out.
  
  It shows that when the tenant did call, he received a call back within a few short minutes on the same day he called. Please note that our offices were all closed Thursday, 12/14/2023 for a company event - despite this, the tenant was called back the same day. The tenant has been heavily communicated with, and we anticipate this case to be resolved at this time. 

• Initial Complaint

  Date:12/12/2023

  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.

  I was moving into a townhouse in ***********, ** from another city. I had a realtor help me find a place to rent as I was not in the same city to view properties. Time was cut short and I needed a place ASAP. I applied to the townhouse my realtor sent to me online and she was scheduled to view it the same day I applied. The pictures were really nice and so I just applied and my realtor told me they did not let her view it after all because they were doing maintenance on the property getting it "move in ready". Once I finally moved in I quickly realized I was catfished. This was not the same unit that was in the pictures. I reached out to the company and went back and forth for about 3 days just for them to tell me there isn't anything they can do to help me. Then I quickly started noticing that my unit was not move in ready. The lawn was overgrown in the front and backyard. The floor was dirty. Spider webs all over and there was damage I'm assuming was left from the past renter that was not repaired. Since they did not reason with me at all I decided I had no choice but to live there. Mind you, this is my first time renting and dealing with something like this. So quick to find out. This unit is also infested with roaches. I sprayed with poison every 2 weeks. Used glue traps and bait traps. These roaches were living inside the appliances and inside the walls of the townhouse. They would come out of the wall outlets, the fridge, the oven, and the dishwasher. I stuck it out and I found another place as soon as my lease ended. I even tried to get out at least a month early but they didn't let me. So I moved out a month early anyways and just ended up paying rent and utilities for two properties that last month, as I really did not want to stay there any longer. I cleaned and trimmed the front lawn and back lawn. I left the place how I found it. And now I am not getting my deposit back because they are trying to blame me for all the issues that the previous renter left. Like, broken tile in the bathroom and the water valve outside in the backyard being broken, and the stair rail having a hole where it was originally screwed into the wall I guess. It looks like they fixed the rail but left the hole in the wall. It is frustrating to have such issues with a company my first time renting. But first I was catfished with the unit. Then left with old damages and an infestation. Not to mention I had to throw out expensive appliances due to the infestation. I lost money living there and all I want is my deposit back. That is the least this company could do.

  Business Response

  Date: 12/15/2023

  We apologize for any inconvenience you may have experienced with Marshall Reddick, and after a thorough review of your account,we've identified some discrepancies regarding your claims. Our agent, *************************, clarified that the individual you spoke to was an external agent.  After you moved into the unit, you showed photos to our agent from realtor.com and it was different than the unit that you applied for. You mentioned that you wanted to apply for unit 4 but we did not have a unit 4  available at that time, which was confirmed by our agent after you executed the lease.  Upon reviewing your application, it is clearly stated that you applied for Unit 2, and we have attached photos that were marketed of the unit on our website for your reference. I am also attaching your lease agreement on section 16. Tenant "sight unseen" addendum you signed that you have not personally walked the property prior to signing the lease and that you agree to accept the property in its current condition.  
  
  In regard to ending the lease early, per section 12 of your lease, you must pay the Early Termination Fee & provide a firm move out date to Property *************, if you choose to move forward moving out prior to your lease ending. 
  
  Regarding the reported infestation issue, our records do not reflect any work order or calls to the maintenance coordinator placed during your tenancy, log attached. Without prior knowledge of the problem, we were unable to address any maintenance concerns that you had during your lease. 
  
  Regarding the charges you mentioned, please note that we have not finalized your security deposit. The document you referred to is our move-out report, shared with you to ensure transparency about the issues we identified. We show that your lease ended on 12/10/2023 and we have a 30-day window to thoroughly review the property's condition and determine any deductions from the security deposit.  In regard to the landscaping, I am attaching the photos of how we received the property in comparison to how it was marketed. If you have any questions or concerns about the security deposit disposition form you will receive, please email ********************************************************* with supporting evidence for us to review and so that we may make necessary adjustments if needed. 
  
  Thank you for your understanding.

• Initial Complaint

  Date:11/20/2023

  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.

  On 11/04/23 I called ***** to schedule a tour for a home. We live six hours away and would be in town from 11/06 to 11/08 to see homes. On 11/06 ***** text me asking if we were available to see it at 5:30pm. We said that's fine. ***** said her coagent would meet us there. We went to the home and there was no electricity and it was very dark and hard to see. We asked the agent many questions but she said she would have to ask ***** because she didn't know anything. We went back on 11/7 at 2:45pm to see if lighting was better but it wasn't. It truly felt like they were trying to keep it seen in the dark. On 11/7 ***** text me asking how it went. We told her we liked the property but we couldn't see due to no electricity. She ignored our concern over the electricity and focused on the fact that we would be deciding soon and applying. She said, "Also, the owner will lock the rate in for 18 months!" which we didn't reply to. We asked more questions about the property which she didn't answer and just told us what we needed to send to apply. My wife read on their website that security deposits are nonrefundable. I text ***** about this and she said that they are refundable. I also called later for verbal confirmation from the office. We decided to apply to the place and were approved on 11/10. I called the Marshall Reddick office at ************** to ask some questions and clarify some things we were reading on the website since all the answers we got up until this point were very vague and dodgy. I left a message with my questions and requesting to see a lease before paying anything. I received a text from ************** saying to activate our online portal to pay the security deposit. We paid the security deposit believing we'll see a lease and get our deposit back if we don't want it. I received a text from that same number saying "after communicating with ***** via email..." My name is *******. This felt like fraud now. We never signed anything and want our money back.

  Business Response

  Date: 11/28/2023

  Hello, thank you for reaching out, we are sorry to hear that you have had a less than ideal experience but look forward to providing clarity on the situation that occurred. Regarding the electricity, the home was in process of having the utilities switched over to our company name. While we understand that this may have been an inconvenience when touring the home, there was opportunity available to view the home during the day while our team worked to connect services. Despite this, you referenced in text that we really love the home. Its our favorite out of all the ones weve seen so far. We have reviewed all text message correspondence between you and our agent and were able to see where all your questions were acknowledged and responded too,including questions about the park/playground and any additional fees. We will be attaching these screenshots as reference. In regards to the deposit, this is outlined on the signed application that this is non-refundable once submitted,see attached signed rental application page 6, numbers 3 & 7. We will be attaching the signed rental application which includes information about deposits submitted, and any other important relevant information, along with screenshots of the conversation between ******* and the Agent.

• Initial Complaint

  Date:11/08/2022

  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.

  Getting charged 3 years later for alleged repairs in the amount of 1 month of rent exactly. For damages that where annotated on contract from previous renter. I attempted contacting for over 6 months with no reply or solution refuse to meet with us. And waited 3 years to file on our credit report to hinder my credit

  Business Response

  Date: 11/15/2022

  We appreciate the opportunity to respond to this BBB complaint. It is unfortunate you felt you did not have a satisfactory experience with Marshall Reddick. We calculate all tenant charges at the time of move out based on the condition of the property as assessed during the move out inspection and compared to the condition of the property at the time of the tenants move in.
  
  In the case of ********************, we determined that the tenant was responsible for the following repairs identified at the time of move out on 05/03/2018.
  
  Painting of Walls Extremely Dirty/Smudged
  Repair Bad Patch Attempt at Bedroom Closet
  Repair Water Damage to Kitchen Island Counter
  Replace 2 Broken Blinds
  Replace Damaged Garage Door
  Full Interior Cleaning
  Carpet Cleaning
  
  On the tenants move in condition form, the tenant had the opportunity to identify any damage/deficiencies present when given possession of the property. The tenant submitted a signed move in condition form on 11/02/2016 -this form was used to determining charges at the time of move out.
  
  For all areas pertaining to interior walls, ceilings,kitchen counter tops, blinds, and cleanliness, the tenant marked the condition as ok with no additional notes indicating that no prior damage existed.
  
  For the flooring/carpeted areas the tenant also marked the condition as ok but did identify a deficiency at the Master Bedroom carpet as Carpet Patched Near Bathroom. The noted deficiency by the tenant was considered at the time of charges and therefore the only charge assessed to the tenant was for actual cleaning of the carpet.
  
  The main garage door was reported as damaged in March 2018 and while the tenant occupied the home. The move in condition form noted a deficiency dented/scratched with no additional notes for any deficiency.Therefore, we determined that the tenant was responsible for the replacement of the damaged garage door as it was caused by neglect on behalf of the tenant.   Prior to the tenant moving out, the tenant had been made aware that he would be responsible for the cost to replace the door. Since the door remained damaged at the time of tenants move out the cost to replace the garage door was charged to the tenant.  
  
  Regarding the claim of attempts to communicate and resolve charges disputes, the tenants communication with our office occurred via email and before move-out. No communication was received from the tenant regarding dispute of charges at any time. Tenants are given *********************************************************** writing.
  
  The tenants account with unpaid charges was sent to collections, as no written dispute of charges or payment on charges was made. Once a file is sent to collections, we are no longer in control of the collections agencys process for collections to include repetitive attempts to collect the balance or the duration of collections efforts. Should the tenant have concerns regarding charges that have appeared on his credit report recently, he must contact the appropriate credit reporting bureau or collection agency reporting the debt.