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:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  To summarize
  We signed an as is lease with a private landlord who sold his contract to Maxx
  I made sure to have the property manager note all the damage prior to signing
  
  Then maxx had a system glitch and paid me the amount of my rent instead of taking it out of my account, over the holiday I put the money into savings as we live paycheck to paycheck and have most bills on autopay I wanted to ensure it didn’t get touched until I could figure it out. They put a pay or vacate notice on my door and tried to charge fees for delivering the notice gaslighting me into thinking I hadn’t paid rent, I went and got a bank statement proving otherwise and never received an apology or anything, then I got a dog who is a certified esa yes but was in beginning stages of service training which in Utah follows the ada. Which they told me they would evict us if I brought her home.
  
  Now they’re taking our entire deposit and trying to charge me 2200 for damages our family didn’t do- our apartment flooded and had major repairs done which made the baseboards swell, and now they’re blaming us and trying to charge us for them on top of an insane amount of unnecessary charges.
  
  I’m fine paying cleaning fees and even paint, but the other damages we DID NOT DO.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  There are 2 elevators in the building. They are Constantly breaking down. One has been broken for 3 weeks and the other one broke 3 days ago. They came to fix it and it’s broken again 2 days later. This has been going on since I have lived here (over a year and a half). I am partially disabled and barely can walk up the 4 flights of stairs to get to my apartment

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 wife and I moved in on 8/19/23 and left on 8/19/24. We cleaned the apartment thoroughly for 2 days before moving out, but a week before, my wife slipped and accidentally damaged the tub. We reported it, they sent out a repair man and it cost us $750 of our deposit. We understand but I work in construction and this is the cheapest tub on the market that I could get for about that much when they just need someone to patch the fiberglass hole. A month later, we received an email saying we owed $450 after our whole deposit was taken.
  The carpet cleaning charge was understandable, but they charged us $40 for .5 gallons of paint and 2.45 hours of work at $80 an hour. Then they came back the next day saying they made a mistake and we owed them $750 on top of our deposit. They jumped the hours up to 5.45 hours at $80 an hour and to 2.5 gallons of paint at $76 a gallon. I work in construction and our most the experienced after markup we charge $65 and after markup we charge about $50 a gallon of paint they say they do not benefit from the third party vendor so either they like ripping off customers which they do or they use the most expensive people on the crappiest apartments.
  They will not let you talk to anyone in person and when you want to dispute you fill out a form just for them to throw it away. They said they reviewed it but even after evidence that makes it clear we left it better than we found it they will find every way they can to charge you. So they took our $1300 deposit and $750 more a total of over $2,000. If you are considering living here plan on them taking your deposit and more after. For the company: If you decide to respond after all of this. I would like a call to work through this, we are willing to work with you guys on some of these charges if you do the same. I'll upload pics if needed.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  11/10/2023
  I moved out of MAXX PM property due to my health and safety issues I put it in writing and delivered it to the apartment managers mail box as I was told and sent email
  I am still being charged $1800 month in rent because they told me until the apartment is rented out I will be liable for all money
  They only asked for my address to send deposit if any because I never received anything
  I continuously call and explain to them that someone is living in the apartment they keep denying it but people have been coming including (repo man ) to apartment for me and someone did answer and said I moved and that they now live in the apartment
  I informed MAXX Pm on several occasions in which they keep denying.
  On 08/27/2024 spoke with the new property manager and she stated no one is living there but she will look at the cameras and the APS electric bill was high because of the air condition was on for cleaning purposes and she only been there for 4 months well I been moved out for 10 months so what is really going on and I didn’t abandon the apartment this is a ongoing problem with this company and I’m not the only past tenant this is happening to they are literally taking advantage of the less fortunate clients
  I went thru approximately four different apartment management and every single person told me something different
  Stop the price gouging on rent and unfair tactics

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived at a property managed by **** PM for one year. During that time I made no major changes to the home and maintained it regularly. When I moved out in July 2024, I spent the better part of 2 days detailing the house to ensure everything was clean and move in ready. The condition I left the home in was better than when I moved in. I received an invoice from them claiming another 18 hours of labor at $77/an hour was needed on top of carpet cleaning and other supplies. This is an absurd misuse of my deposit and there are dozens of other reviews online claiming the same experience.

  Business Response

  Date: 08/12/2024

  Dear ******,
  
  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience youve experienced. Our goal is always to ensure that each unit is returned to its original condition for the next resident. The labor charges you mentioned were necessary to address extensive touch-*** and some damage that needed repair. We understand that this situation is frustrating and assure you that we strive to be transparent and fair in our processes. If you have any further concerns or would like to discuss this in more detail, please don't hesitate to reach out.
  
  MAXX PM

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22103130
  
  I am rejecting this response because:
  
  Ive reviewed the attached invoices and have several issues.
  
  I vacated the premises at ******************** on July 18th, 2024. The next two days were spent cleaning top to bottom. When the home was inspected, I was told only to fix holes larger than a pencil, and explicitly told to cut a piece of drywall for a paint sample to be matched at a hardware store, and paint any necessary spots. No repairs were mentioned. When cleaning the home, the move out checklist was followed meticulously. 
  
  My partner, a professional property manager helped me clean, patch, and paint the home for 2 days. I have written affidavits from both him attesting to the homes condition upon moveout, as well as a witness who walked through the home with me before I moved in stating that the home was clean, but not freshly painted to perfection. There were clear patches where previous tenants were told to do the same thing. 
  
  As stated in the lease, I expected to pay for carpet cleaning and a brief, professional cleaning. 
  
  Per Utah Code 57-17-3, Upon termination of a tenancy, the owner or the owner's agent may apply property or money held as a deposit toward the payment of rent, damages to the premises beyond reasonable wear and tear, other costs and fees provided for in the contract, or cleaning of the unit.
  
  The items listed on the invoices provided strictly fall under what would reasonably be considered normal wear and tear, and under no circumstance would require an additional 18 hours of labor as quoted in invoice 3. I have pictures and videos of the unit upon moveout, along with the pictures provided in Invoice 4 to show the unit was cleaned as directed in the move out checklist.
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/13/2024

  Dear ******,
  
  Thank you for sharing your concerns and providing detailed information about your move-out process. We appreciate the effort you put into cleaning and maintaining the property.
  
  We understand that you followed the move-out checklist and had assistance from a professional property manager. However, our inspection of the unit after your departure revealed that some areas did not meet the required standards outlined in the lease. Specifically, there were issues with the paint and patching where the paint sheen did not match, and some damage to the walls was still evident.
  As stated in your lease:
  
  Cleaning:
  "Prior to moving out, you must thoroughly clean the Premises and follow the move-out cleaning checklist. This includes doors, windows, furniture, bathrooms, kitchen, appliances, patios, balconies, garages, carports, and storage rooms. If you dont clean adequately, you will be liable for reasonable cleaning charges."
  
  Paint and Patch:
  "You are liable for any and all changes to the surface of the walls in the unit. This includes any and all holes, scratches, scrapes, marks on the wall of any kind. If the sheen of the paint does not match the current wall, you will be liable for painting charges. If you dont paint and patch adequately, you will be liable for painting and patching charges. We do not have paint codes."
  
  Based on these terms, our inspection determined that further cleaning and repairs were necessary to restore the unit to the condition required for the next tenant. This included additional work beyond what is considered normal wear and tear.
  
  As per the lease and in accordance with Utah Code 57-17-3, tenants are responsible for any cleaning and repairs that exceed normal wear and tear. The charges applied reflect the work required to bring the unit back to its original condition.
  
  We have reviewed all documentation and photos, and we believe the charges are justified based on the condition of the unit upon your move-out. We hope this clarifies the situation and addresses your concerns.
  Thank you for your attention to this matter.
  
  Sincerely,
  MAXX PM

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22103130
  
  I am rejecting this response because:
  
  The average cost per hour for a professional cleaner/repairman/painter (interior) in **** is between $19-50. Average cost for one gallon of flat or eggshell interior paint is under $50 (on the high end). The time it takes to professionally clean an empty home in average condition is ***** minutes per square foot.
  

  No reasonable person would look at the home in the condition it was left and say it was is anything less than good condition. 
  

  For a ***** square foot home, based on the HIGH END of the averages, its clear that Maxx PM has not done their due diligence in ensuring proper use of security deposits. A total of 25 hours were billed between painting and cleaning at $77 per hour. This is either negligence on your part to properly vet the vendors youve selected to ready this property for the next tenant, or youre knowingly overcharging former tenants for your own financial gain  
  

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

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently moved out of a townhouse in ********, ***** that MAXX Property Management manages. Our security deposit was $1,725. Our lease states that a carpet cleaning fee will be assessed, and that was $200. Of the $1,525 remaining, we originally received $184 back. They claimed that they were not receiving any benefit from the vendors that did work on the townhouse after we moved out. We understood that there were some issues that we did not fix before leaving, but definitely not $1,400 worth. After filing a complaint with them, they gave us back just under $450 but are claiming that they are unable to give anymore. They are claiming that the townhouse was not clean when we moved out, but we have written and photographic proof that it wasnt clean when we moved in. We also spent over 3 hours deep cleaning the townhouse and have multiple witnesses willing to testify to this. They also are charging an outrageous amount for painting a few spots on walls that we left behind. We also feel like its not our responsibility to paint the walls after leaving, as we are unsure of the exact color of paint, nor did they tell us the color of paint. Previous tenants tried to do this but it was clear they had the wrong color. This is also one of the things were being charged for, mistakes from previous tenants that are now our responsibility for some reason.

  Business Response

  Date: 07/30/2024

  Dear *******,
  
  We appreciate your feedback and understand your frustration regarding the charges from your security deposit. We strive to be fair and transparent with all our tenants.
  
  There was a significant amount of damage to the walls that required extensive repairs. As stated in our lease agreement, tenants are liable for any changes to the walls, including holes, scratches, scrapes, and marks. If the paint sheen does not match the existing wall, tenants are responsible for the painting charges. If painting and patching are not done adequately, we must charge for the necessary repairs.
  
  We recognize your efforts in cleaning the townhouse and appreciate your thoroughness. However, the condition of the walls required more work than anticipated. We value your feedback and are always looking to improve our processes to ensure a fair experience for all tenants.
  
  If you have further questions or need additional assistance, please reach out to our management team directly. We are here to help and address any concerns you may have.
  
  Maxx PM

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22045865
  
  I am rejecting this response because:
  The breakdown of what was taken out of our security deposit was skewed. They're making the claim that there was excessive damage done to the walls. While there was some work that needed to be done, the cleaning fee was outrageously high and they even acknowledge that we did a good job cleaning. We're asking for money back for the cleaning services as that had nothing to do with the repair of the walls, and because the townhouse was not clean when we first moved in.

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

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just recently moved into this property, and before moving in, due to me being in the Military, i wasnt able to have a employee of MAXPM with me during the home inspection, but we did use the ZTenant app to report all findings and deficiencies with the property on move in. The big one being a weird chemical smell coming from this putty in the freezer which we immediately reported to the app. Of course being worried about the smell and look of the spot in the freezer, i smelled it and poked it with my finger to realize this spot is just putty and paint to cover up hole in the freezer and possible coolant leak.We waited 2 weeks for a response in regards to the report of findings to the app until we finally called and they said i broke repair of the first job and I was to pay for the new repair.The contractor came to inspect and repair the freezer and even mentioned that the 1st repair was not done correctly and that i was not at fault at all. I relayed this information to my landlord and they still said I was at fault.I then contacted the contractors who repaired the hole and they also confirmed they reported the first repair was not done correctly to MAXPM and thats why it had to be done a second time. I then told my landlord again that they were told by the contractor that the first repair was not done correctly, and thats why i was able to poke at the putty, but they are still blaming me for the hole in the freezer and want to make me pay for the repair.I have been here in **** for less than 3 weeks and reported the damage before i even moved my furniture into the property and am being forced to pay for faulty repairs.

  Business Response

  Date: 07/30/2024

  We appreciate you bringing this matter to our attention and understand your frustration. We apologize for any confusion and inconvenience this has caused, especially considering your recent move and military obligations.
  
  The putty was used to repair a previous issue with the freezer. Since the damage occurred after your move-in, we must hold you responsible for the repair costs. We understand this situation is particularly frustrating given that you reported the issue promptly.
  
  We apologize for any miscommunication and are committed to ensuring that our tenants receive fair and accurate service. If you have any further questions or need additional assistance, please don't hesitate to reach out to our management team directly.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22043668
  
  I am rejecting this response because:

  The contractor that came and did the repair with me in person stated that the first repair done prior to my move in was faulty/rushed/not done correctly.

  I contacted the company and further more got confirmation they told you that the contractor stated as such and even admitted the first repair was not done correctly and thats why i was able to just poke at some putty. And you did not even report that to me even though i was told if the repair was faulty or done correctly the first time, then I would not be charged.

  The repair now is great and you cant even tell theres a repair or poke it or deform it at all since its now been done correctly.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/01/2024

  Dear ******,
  
  Before your move-in, we sent a professional contractor to repair the damage using a kind of plastic. After you moved in, you reported that the repair was damaged. Upon inspection, it was evident that the damage occurred after your move-in, and another contractor was sent to fix the issue.
  
  Please understand that maintenance costs incurred due to tenant-caused damage after move-in are typically the tenant's responsibility. We have photos of the damage before and after the repairs, which we can provide if you'd like to see them.
  
  We strive to provide high-quality service and appreciate your understanding. If you have any further concerns, please contact our office directly.
  
  Best regards,
  MAXX PM

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22043668
  
  I am rejecting this response because:
  
  I dont understand how the company admitting the first repair wasn't done properly and thats the whole reason I could have put a finger it in is not understood.

  They admitted it was their fault, that it wasnt done properly the first time and that there wasnt enough hardener put into the patch work done professionally.

  I reached out to the same company and they reported this to you. It wasn't done properly so thats the whole reason it was sticky and smelled like chemicals and could be malformed by meat in the freezer and a finger. Which again, now that it was done properly, it cant be malformed at all.

  The lease states if I damage anything due to negligence or malicious intent then i am at fault to pay for it. It was neither because Im not at fault for the repair being faulty and done incorrectly, and it wasnt malicious since i just moved in and was worried for mine and my wifes safety due to the chemical smell and weird putty in the freezer. 

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

• Initial Complaint

  Date:02/15/2024

  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 moved out of apartment Jan 27th when my lease was up. I left the apartment in great condition and cleaned entire apartment, bathrooms and kitchen top to bottom. No damages or repairs were needed. I was expecting to get most of my security deposit back since I keep the apartment well taken care of. Took pictures of every room. They came up with all these ridiculous charges. Charged me for things that were there before I moved in. They took all my deposit and left me $22.

  Business Response

  Date: 02/27/2024

  Dear *****,
  
  We appreciate your feedback regarding the deductions made from your security deposit. Our aim is to ensure fairness and transparency in all our dealings with tenants, including security deposit refunds.
  
  We understand your concerns and want to assure you that we maintain thorough documentation of the property's condition before and after each tenancy. We are happy to provide evidence supporting our deductions if needed.
  
  Please know that security deposits are held to protect both the property and the interests of all our tenants. While we aim to return deposits in full, deductions may occur for damages beyond normal wear and tear or outstanding lease obligations.
  
  We value your input and would welcome the opportunity to address your concerns directly. Please contact us to discuss the charges further or to schedule a walkthrough of the property.
  Thank you for your understanding.
  
  Sincerely,
  *******

• Initial Complaint

  Date:11/02/2023

  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 moved into The Station on Central in October 2022, from Portland Oregon. Upon arriving at the complex where I had a third floor apartment, I found that the only elevator was broken so I was unable to bring my stuff in. I had a uhaul full of stuff that was supposed to be returned that day but I was unable to unload my stuff. Upon walking into the unit, I noticed large red fire alarms in every room, bars on the sides of the toilet and the bathtub and soon realized I was given an ADA complaint apartment, this is not what I signed up for. The leasing office was closed on this day so the following day, I was told there was another unit that was empty and ready to be rented. I walked in briefly with the leasing agent and said I would take the apartment, as I didn't have much choice. After moving all of my stuff in and incurring charges for an additional day of using the Uhaul, I began cleaning. There were paint splatter ALL OVER every surface in the unit. There was food on the cabinets, mold in the icemaker, and caulking all over the toilet and sink. About a week in to being there, I was doing a deep clean on the floors as my steam mop kept coming up black after cleaning. I soon realized that the floors were absolutely filthy with dirt and pet residue. There were dog scratches from the previous tenant on the patio door and windows. The smell that came up when I started scrubbing the floor on my hands and knees for 6 hours, was atrocious. I ended up having to buy an industrial scrub brush, cleaning products and rags so I wouldn't ruin my bath towels. I contacted the leasing office that night and sent pictures of the floors before and after. I asked why they would rent a unit to me and say it was clean and ready to rent, when it was in fact, filthy. I was told someone could come clean my apartment, which should have been done already. At this point, I had already cleaned everything. I asked if they could clean the floors thoroughly and remove the paint splatters that were everywhere. I was told they would not remove the paint. I was then offered to have their professional floor cleaners come and clean my floors, but that I'd have to move all of my belongings out for them to clean. This is a ridiculous request so I declined.
  Lastly upon move out, I was told by maintenance to leave the shower caddies in the tub area, so I did. I was subsequently charged $290 to resurface the tub after I was told to leave them. I want my deposit back!!

  Business Response

  Date: 11/06/2023

  Dear Ms. ********,

  We would like to clarify that we are not the property management company responsible for The Station on Central in Phoenix, Arizona, and it seems you might have contacted the wrong management company. To address your concerns, we recommend reaching out to the correct property management company overseeing The Station on Central in Phoenix.We regret that we cannot directly assist you with this specific situation, but we hope this guidance helps you in resolving your issues.

  Sincerely,

  Maxx PM

• Initial Complaint

  Date:09/11/2023

  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.

  Ever since the first day of our lease, we have had horrible interactions with the managers for our property. Day 1: we entered the home to a broken fridge that was leaking oil therefore it did not release any cold temperatures so it completely ruined $200 in groceries because they did not want to come same day to help us. When we called, not only was the primary manager completely disrespectful to my wife by asking why dont you just feed your family pb&js? And having passive aggressive attitudes, but the emergency line for their company would work avoid, hang up on us, and tell us they couldnt help.In the previous year prior to renewing our lease, one of the managers (*******) came to inspect the home, she acknowledged that the laminate they put on the floors was very weak and that she would put a note on our account stating that we would not be held liable for the poor quality of materials they chose and also admitted that they are already redoing a lot of the other units because of this. When we called 8 months later, ******* was no longer working there and the next lady said there was no note and that I would be held responsible. Today, 9/11/2023:There was a scheduled inspection for their yearly requirements - I sent a text at 9:53 AM (ETA started at 9:30am) asking if they had an approximate eta because my wife and I work at home and have meetings all day so we needed to plan our agendas accordingly. I go no response. Nobody arrived until 12:30pm. My wife was escorting her up stairs and while they were walking up, my wife mentioned that I was in a meeting and that I couldnt be disturbed. She rudely replied with no, Im going in and then started threatening us with a fee because she didnt wanna wait. My wife was still opening the other doors to let her into the laundry room and second restroom but the lady then decided to retaliate/discriminate against us by saying okay now Im making you pay the fee and said we were not letting her in the house

  Business Response

  Date: 09/14/2023

  Dear ***************************,

  
  We appreciate the opportunity to address the concerns raised. We take all feedback seriously and strive to maintain the highest standards of service. Please find our detailed response to the concerns raised:
  
  Annual Inspection: For annual inspections, tenants are informed of a broad window from 9:30 AM to 5:00 PM. The notice clearly states that inspections cannot be rescheduled, with a fee applicable for rescheduling due to certain constraints. The account provided by ******************** regarding the inspection day seems to differ from the information we have. Our manager was informed of restricted access to a specific room due to work, which contradicts the notice given to tenants that all rooms need to be accessible. When the inspection was halted due to safety concerns, the tenant's behavior, as documented, was not conducive to a productive resolution.
  
  Regrettably, this encounter escalated in an unanticipated manner, marked by aggressive behavior and inappropriate language from the tenant. The safety and well-being of our staff is paramount, leading to the decision to end the inspection. In line with ********************** desired settlements, we are open to engaging in a constructive dialogue to address the concerns and work towards an amicable resolution. We look forward to addressing these concerns further and rebuilding trust.
  
  Thank you for your understanding.
  Sincerely, *******

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20586429
  
  I am rejecting this response because:
  

  The behavior that was pointed out by your company - was initiated in our home by your Senior Representative *********************************** when she would not wait just a couple of minutes for the room to become available in order to maintain PCI Compliance with the companies that WE represent in our home. We understood the hours we should expect you and we knew we needed to work during those times so we professionally and respectfully asked this representative to please wait only a couple of minutes and in the meantime, we were opening the rest of the doors upstairs so she could freely walk through the home. That is when MAXX Propertys representative used illegal retaliation and said I will just say you guys refused and make you pay the $50 fee. This representative continued to retaliate by charging us another fee to have them post a 3-Day To Comply Or Vacate notice because we had stuff packed up in our garage since we are actively preparing to move out(we were previously told when we first moved in that these types of situations were fine since we had some boxes temporarily stored in there during our move-in). This situation forced us to pay **** $100 and also forced us to rent a storage unit due to them threatening our familys living situation. This representative is still using these retaliatory behaviors by saying false information to prevent us from getting approved on other homes even though we have provided early/on-time payments and adhere to all policies. This is the only home I have ever rented and can state with a clear conscience that we have tried so hard to be in good standing with our home and this company, despite our disagreements on previous issues, and yet we are being put in a position of being threatened and retaliated against. 

  I also state that this situation looks even more retaliatory due to this representative (*******) choosing to continually and directly involve herself in our home. This representative had an ongoing argument/disagreement with my wife via phone about them not wanting to renew our lease because we felt that based off our excellent payment history, there was something that could be figured out so we could stay and not worry about finding a new home. This phone conversation ended negatively and in disagreement and it was with ****************** directly. That phone conversation was claimed to be on a recorded line by MAXX Property so that conversation can be verified without issue. I bring this up to point out a few things in our situation: it is abnormal for a representative that does not manage our location directly (our property managers name is ****** we also are located ***** minutes away from ******** actual work location) and also abnormal for someone to actively walk into a situation they felt threatened by because, we were using the same tones, same statements and rebuttals in person as we were over the phone in the conversation that was had 30+ days ago so this senior representative was previously aware of the situation that was created, yet she went out of her way to involve herself, in order to make the situation difficult(use retaliation).

  
  We have already asked a few times to stop the unprofessional and retaliatory behavior and it is still ongoing. This is also why BBB was involved, because I would not be wasting my time if it was a trivial and civil matter, this is now violating policy.

   

   

  Sincerely,
  

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

  Business Response

  Date: 09/25/2023

  Dear ********************,

  First and foremost, we would like to emphasize that at *******, all actions taken by our team, including our Senior Property Manager, are in strict accordance with our lease agreements and company policies. We stand by the professionalism and dedication of our staff.
  

  Support for Our Senior Property Manager: We fully support and trust the judgment of our Senior Property Manager. We have reviewed the situation, and based on the information at our disposal, we are confident in their actions and decisions. It is imperative that our interactions remain respectful and productive. Abusive language or behavior towards any of our team members is unacceptable and can hinder effective communication.
  

  PCI Compliance and Inspection: We understand the importance of PCI compliance. However, our policy surrounding inspections requires accessibility within the specified timeframe. These policies are in place to ensure smooth operations and fairness for all tenants.
  

  Retaliatory Behavior Allegations: ******* does not engage in or condone retaliatory actions. We consistently operate within the bounds of our policies and the law. The decisions made, including charges or fees, are based on pre-established criteria set in the lease agreements and company protocols.
  

  Storage of Items in Garage: We maintain clear guidelines about the use of property spaces, including garages. These guidelines are in place for the safety and well-being of all residents and to ensure a consistent standard across properties.
  

  Rental History: While we acknowledge your claim of timely payments, it is essential to understand that our decisions are based on a comprehensive review of multiple factors, not solely on payment history.
  

  Renewal of Lease: Lease renewals are considered after evaluating various aspects, including tenant interactions, adherence to property rules, and other criteria. Our Team has acted in line with these considerations.
  

  In conclusion, our aim is always to provide a safe, respectful, and professional environment for all our tenants. We regret any misunderstandings that *** have arisen, but we remain committed to upholding our policies and ensuring the well-being of our community.

  Thank you for your understanding. We remain open to constructive dialogue to address any concerns within the boundaries of our policies and agreements.
  

  Sincerely,