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: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,

• Initial Complaint

  Date:08/10/2023

  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.

  We recently moved out of a rental unit managed by this company and we're only refunded a very small portion of our $1700 security deposit. We followed our move out checklist to a tee and left the unit in practically perfect condition. I cleaned every inch of it and shined every piece of metal. We were the best tenants a landlord could ask for. We were sent invoices for professional cleaning, painting , and repairs. We know that we have rights as tenants and cannot be charged for cleaning unless it was left "extensively dirty" yet they hired professional cleaners anyway. We were charged for dozens of minor "paint touch ups" including around the ceilings and HVAC system which is just ridiculous. We were charged for damage to baseboards (that we didn't cause) despite being told by the property manager that those charges weren't included. We have sent dozens of emails and I have called their office multiple times but cannot get anyone to speak to me over the phone or in person (only through email). We get generic answers and told the charges "will remain". We did not cause any damage to the unit other than standard wear and tear. This is not the first time this company has been accused to ripping people off by taking their security deposits for no reason. They even took pictures of the unit which you can clearly see are clean and no damage shown and they are trying to tell us it looks dirty in the photos when it obviously doesn't... They are just saying whatever they want hoping we eventually just give up trying to get more of our deposit back. I have attached the invoices they sent us as well as screenshots of the pictures THEIR INSPECTOR took of our unit upon move out which you can clearly see is very clean

  Business Response

  Date: 08/11/2023

  *****,

  Thank you for bringing your concerns to our attention regarding the handling of your security deposit refund. We sincerely apologize for any frustration or inconvenience you have experienced during this process. 

  We understand the importance of transparency and fairness when it comes to security deposit returns. Our company has established comprehensive move-out procedures and inspections to ensure that all tenants are treated equitably. These measures are in place to protect both the interests of our tenants and the overall condition of our properties. 

  While we make every effort to ensure accurate assessments of any necessary repairs or cleaning, we acknowledge that misunderstandings can arise. Our team conducts thorough inspections using both visual assessments and photographic evidence. However, we recognize that there may be differences in interpretation.  

  We want to assure you that our aim is to find a satisfactory resolution for both parties involved. Our policies are designed to maintain the quality of our properties and provide a positive experience for all of our tenants.  

  Thank you for your patience and understanding as we work towards a resolution. We are committed to addressing your concerns and ensuring a fair outcome. 

  Thank you, Maxx PM

  Customer Answer

  Date: 08/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no one has reached out to either me or my husband about whether our actual complaint was reviewed. We still have not heard back from the senior property manager and your response was generic and did not specifically address any of the issues listed in my original complaint. We did not "interpret" anything differently. We are disputing the fact that we were fraudulently charged for damages that do not even exist. That's not a misinterpretation, that's a direct violation of our rights as tenants. Until I am reached out to directly by someone in the business and can actually speak to a human over the phone or face to face then I will reject all the generic responses we have received from this BBB complaint and through email.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 08/15/2023

  Dear *****   

  We sincerely apologize for any frustration you have experienced in relation to your concerns. We understand the importance of addressing your complaint promptly and thoroughly.

  Please know that we are committed to resolving this matter in a satisfactory manner. Our senior property manager is aware of your complaint and will be reaching out to you personally this week to discuss your concerns. Our goal is to reach a resolution that is fair and just for both parties. 

  We appreciate your patience and understanding as we work towards a resolution. Your satisfaction is of the utmost importance to us, and we are dedicated to rectifying this situation promptly. 

  Thank you for bringing your concerns to our attention, and we look forward to working with you to resolve this matter. 

  Sincerely, Maxx PM 

  
  

• Initial Complaint

  Date:07/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We're being required to pay additional on top of our deposit being withheld because of their quote on quote damages. Some of which are mere maintenance things they should be taken care of including the garage door where a spring that rolls the door up broke but it's my fault apparently. Some of the things they're having replaced were things that I reported broken when we moved in as well as carpet that needed to be replaced when we moved in and they never did. They repaired a cabinet in the kitchen that was broken when we moved in and it was a shitty fix and broke within 2 days. Their service fees of $77 an hour saying it took 16 hours costing $1,230 odd dollars is extremely outrageous. And what you call a wall was pretty much cardboard and hard to either patch or paint which I did attempt and is noted.

  Business Response

  Date: 08/01/2023

  Dear ********, 

  Thank you for providing your feedback regarding your experience as a tenant in our property. We understand your concerns and would like to address them in order to clarify our policies and the reasoning behind the charges you mentioned. 

  We have policies in place to ensure the betterment and upkeep of all our tenants' living spaces. As part of these policies, we conduct thorough inspections before move-in and after move-out to assess any damage that may have occurred during your tenancy. The security deposit acts as a protective measure to address any potential damages that may occur.

  Regarding the additional charges on top of the security deposit, these are applied when damages are identified that fall outside of the scope of normal maintenance. We carefully evaluate each reported issue to determine its cause and responsibility. If damages are found to be a result of any pre-existing issues, they are not charged to the tenant. 

  You mentioned the garage door spring breaking, and we understand the inconvenience it caused. However, we must ascertain the cause of the issue to make fair judgments. If the damage resulted from regular usage and not negligence or misuse, it would not be your responsibility. 

  Regarding service fees, we understand your concern about the charges related to repairs. The fees are based on industry standards, including labor costs, materials, and other expenses. We aim to be transparent about these charges and are always willing to provide a breakdown upon request. 

  We value your feedback and will use it to reassess our policies and practices to better serve our tenants. Our goal is to provide a comfortable and enjoyable living experience for everyone in our community. 
  If you have any further questions or concerns, please don't hesitate to reach out to our customer service department. We are here to assist you and ensure a positive resolution. 

  Best regards, MAXX - Customer Relations Team at ###-###-#### 
  
   
   

  Customer Answer

  Date: 08/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  These charges are nowhere near industry standards. I would like to see the forms of cost that you select from. Knowing how did it cost $700 to clean the carpets. Which the top floor you guys were supposed to replace when we moved in what side do you come back and do it later. This "labor" is ridiculous and I want to break down of what took 16 hours. The garage door spring was not something I could break it was from neglect. That spring is way too thick for me to be able to break it. You guys have not considered any normal where and tear of a tenant living and simply bill any expense you can. Just by looking at the bill this is so unethical and outrageous. For instance I did try to paint the walls for touch ups but the paint would not cover it always showed whatever the wall is made of, cuz it's not sure if it wasn't drywall. It had a cardboard texture as the picture shows and I can never get it to cover completely. We cleaned all of these things that you guys claimed needed cleaning but we still get charged for cleaning.  

  There's is absolutely no way as 2 single people we caused nearly $3,000 in damage. Your bills that you provided is not a satisfying breakdown. Considering you're charging $1,000 for labor I want to know what took them 16 hours.

  I we'll also be bringing your company up to the attorney general based on your practices and unethical behavior. As well as consulting a lawyer about every detail of charges you provided.

  Again please provide a detailed itemized list of what was accomplished in this 16 hours of "Labor" so I can have it reviewed. 

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

  Business Response

  Date: 08/04/2023

  Dear Ms. *******,
  
  We acknowledge your continued concerns regarding the move-out charges. At MAXX Property Management, transparency and fairness are integral to our operations.
  
  The move-out charges were determined based on a comprehensive inspection of the property. This includes professional cleaning, repairs, and maintenance necessary to uphold the quality of our properties for future tenants.
  
  Regarding the broken garage door spring, tenants are required to promptly notify us of any issues according to the lease agreement. Based on the documentation and text messages you provided, it seems the issue was reported after the termination of your lease. Consequently, the repairs for the garage door spring are considered a tenant responsibility.
  
  As for the labor charges, they reflect the time needed for the extensive work undertaken at the property. A detailed breakdown of these costs, including the labor charges, has been provided in the invoice we previously sent.
  
  We understand your concerns about the charges, and as a sign of our commitment to resolving this issue amicably, we applied discounts to your final bill. Specifically, a total of $245.23 was discounted on painting and repairs, and $83.47 was discounted on cleaning.
  
  To ensure transparency, we have attached all the invoices and your move-out inspection documentation. We believe this will provide a more detailed understanding of the charges assessed.
  
  If there are further questions or clarifications needed, please feel free to contact us. We appreciate your understanding.
  
  Best regards, MAXX PM

• Initial Complaint

  Date:07/21/2023

  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.

  To whom it may concern,As a former tenant who rented a unit at ****************** in *********** **, I have received notice that approximately $120 of my $1700 security deposit is what I will be refunded. I spent hours upon hours cleaning the unit upon the end of my lease contract and have video and photos showing the condition upon move out. I have been in contact with the property management company (Maxxpm) who has been completely unhelpful and unwilling to solve the issue at the lowest level possible.Upon further investigation into this situation I discovered this seems to be an issue that has been ongoing for some time now. ******* reviews are disgusting and really paint the picture). I believe this type of business practice is not only unethical but negatively impacts the town of Springville and the communitys residents as a whole. I am respectfully requesting someone look into this matter to protect those who currently are renting there, as well as future tenants. Maxxpm property management company appears (in my personal opinion) to have no ethical or moral standards whatsoever, and I truly believe if nothing is done to resolve this matter it will only lead to further negative effects for both the community and the people who call it home. Business practices such as this cant go unchecked. By turning a blind eye, its a direct reflection of the the communitys values and interests and subsequently can have a detrimental effect on the community over time. Thank you for your time, and I truly hope this can help protect others from going through this same situation.V/r,Former Tenant

  Business Response

  Date: 07/21/2023

  We acknowledge and appreciate your feedback as a former tenant of "******************" in ***********, **. We have received your concerns regarding the refund of your security deposit, and we understand the frustration you experienced during this process. 

  We would like to take this opportunity to address your concerns and shed light on our approach to handling security deposits. As a responsible property management company, we adhere strictly to the lease agreements that our tenants sign at the beginning of their tenancy. These lease agreements outline the terms and conditions, including the procedures for move-out inspections and security deposit refunds. 
  We take the overall betterment of our tenants and community seriously. Following the lease agreements and conducting move-out inspections is essential to ensure fairness and consistency for all tenants. This practice also helps us maintain the quality of our properties and uphold a standard of living that benefits everyone residing in our communities. 

  We understand that you have taken significant efforts in cleaning the unit upon the end of your lease, and we appreciate your commitment to leaving it in good condition. We do conduct move-out inspections based on the documented condition of the property at the time of move-out, as outlined in the lease agreement. This ensures a fair evaluation of any damage and helps us maintain a well-kept environment for future tenants. 
  Regarding the concerns you've raised about our property management practices, we value your input and take it seriously. We continuously strive to improve our services and ensure that our tenants have a positive experience during their stay with us. 

  Thank you for bringing this matter to our attention, as it allows us to reflect on our practices and make necessary improvements. We value our tenants' feedback and are dedicated to creating a supportive and comfortable community for everyone who chooses to call it home. 

  Should you require further assistance or have any additional concerns to discuss, please don't hesitate to contact us. Our dedicated team is available and ready to take your call. Thank you for choosing MAXX - Customer Relations Team at **************.

• Initial Complaint

  Date:06/02/2023

  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.

  This property management company is a complete fraud. They are committing insurance fraud. Didnt fix roof leak for over 3 months and then charged us at moving for the repairs they needed to fix. They use their own shell companys to fake cleaning and repair fees there are no real people to communicate with. No real people. Total nightmare kept our deposit even though we left apartment immaculate. Everything about this company is fake. They steal your money and dont maintain property. No real people or phone numbers or emails

  Business Response

  Date: 07/18/2023

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

  Thank you for your notification regarding the complaint filed by ********************* and the subsequent accreditation suspension notice. We at MAXX Property Management hold ourselves to the highest standards of service and business practices, and we take this complaint very seriously.

  In addressing **************** allegations, we assert that our operations are conducted in full accordance with legal and ethical standards, and we categorically deny any engagement in fraudulent activities. Our procedures for maintenance and repairs, including the circumstance involving the roof leak, are executed promptly and in accordance with established protocol. Charges made for cleaning and repairs upon **************** move-out were in alignment with the lease agreement, aiming to restore the property to its original condition.

  Regarding the communication concerns raised by ************, we deeply regret any perceived lack of human interaction. We are committed to remaining accessible and responsive, and we will take his feedback into consideration as we work to improve our communication channels.

  Should you require any additional information or if there are further concerns, please do not hesitate to reach out to us. We value our accreditation with the BBB and will ensure our practices continue to align with the standards set forth.

  Best Regards,

   *********************** MAXX Property Management

• Initial Complaint

  Date:04/25/2023

  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.

  We moved out of our apartment the end of March 2023. Yesterday 4/24/23 we were issued a bill for charges on top of our security deposit. They said that the apartment wasn't up to standards and sent in a cleaning and maintenance company. The apartment was left as clean as when we moved in. But yet they took our entire security deposit, as well as the pet deposit(which they didn't factor in to any of the cleaning charges, i'm aware I wasn't getting any of the pet deposit back). They also charged ** extra on top of that. They 'needed' to replace all of the light bulbs to warm tone, (which was never stated in the move out sheet, only that bulbs had to be same hue), which was $100 by itself(16 bulbs??). I have video proof that the apartment looked the same when I moved in vs when we moved out. The photos that MAXXPM took on their final inspection do not look "dirty or unsanitized" in anyway to me. On the move out sheet EVERY category was marked that it needed something done to it, after we spent 5+ hours (3 people) scrubbing this place, and mind you, we aren't dirty people. We were charged for vacuuming, mopping, cleaning the appliances, etc., which if you look at the move out photos, show no signs of being dirty. They charged ** to reline the cupboards from EXISTING damage that was there upon move in. MAXXPM will find any small streak, crumb, or smudge on any surface and charge you $1k+ to clean/paint, where other management companies send a cleaning/maintenance company on their own dime. Especially for normal wear and tear(which they only issued a 15% discount on the bill??). If I would have known I wouldn't get any of my money back I wouldn't have spent so much time cleaning up the place, or even move in. I've NEVER had such a horrible experience with a property management company on a move out before. The only response after contacting the office about the charges was "The charges are correct per our moveout directions and inspection report.". This is inadmissable.

  Business Response

  Date: 05/22/2023

  Thank you for bringing your concerns to our attention. As a company, we take all feedback seriously and strive to create a transparent and fair environment for all of our tenants. We regret to hear about your dissatisfaction and apologize for any misunderstanding that *** have occurred regarding the move-out procedures and the ensuing charges.
  It is standard procedure for ** to send an entire inspection crew to go through the unit can compare the original move in inspection to the move out inspection then send work orders into 3rd party vendors to correct those items. We sent in a cleaning and maintenance crew after your out to ensure the property is up to the same standard for the next occupant. That said, we also understand that you had taken measures to clean the apartment prior to your departure and that is greatly appreciated.
  In regard to the light bulbs, our move-out sheet specifies the hue requirement, but we apologize if the necessity of a warm tone was not clearly communicated. We are taking your feedback to heart and will work on improving the clarity of our communications. We would be happy to discuss this charge further with you. 
  We also understand your concerns you raised about the charges relating to the relining of the cupboards. That is wear and tear and the owners cover that and have paid for that under the 15%. Our records show that all these charges were part of the standard cleaning and maintenance process, and we apologize if it seemed excessive as the 3rtd party industry is very expensive and we do all we can to work to keep these prices low with these groups.
  
  
  Regarding the pet deposit is not a deposit rater a fee paid upfront this is not used for any damage to the unit, It should not be factored into the cleaning expenses if there were any damages or soiling related to the pet this would be taken out of your actual security deposit.
  Our team is committed to resolving this situation amicably. We would like to invite you to provide ** with the video evidence you mentioned. This will help ** to carry out a more in-depth review of the circumstances and adjust any charges, if necessary.
  
  
  We appreciate you giving ** the opportunity to address your concerns. We're sincerely sorry that your experience did not meet expectations and assure you that we take your feedback seriously in our commitment to improving our services.
  
  
  Please contact our office at your earliest convenience to discuss this further.
  ***************************** 
  Phone: **************
  Ask to sit down with a manager to review all your documents. 

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19979529
  
  I am rejecting this response because: Not satisfied with their plan to fix the issue. They want to sit down and go over the photos from the inspection and waste more time. Not worth it.

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

• Initial Complaint

  Date:03/28/2023

  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.

  Hello,
  
  I received a 3-Day "Notice to Vacate" from Maxx Property Management on 3/27/2023. This notice to vacate was given due to an unauthorized animal, which is a breach of the lease. I had gotten the animal the Sunday before, and they inspected on Monday. I have paid all fees associated with the breach of the lease already. This complaint is for their communication after the notice was received. I have called them and left messages over 5 times in the last 24 hours, as well as sent 3 emails with no response. I need to know if I am still being asked to vacate, if the property is going to inspect again, or if the property is going to let me add an animal to the lease.
  
  There has been absolutely 0 communication with me after I got the notice. I need more information on if I need to leave my residence as soon as possible. Having no communication with a resident after giving them a 3 day notice is not acceptable. 3 days is not enough time to get everything together, especially when I am unsure what the next step in this process is. I have uploaded a picture of the notice I got on Monday.
  
  This has caused insane amounts of stress and financial worry, and I need to know as soon as possible what needs to be done. They should not be giving out notices and then shut down all communication with the resident.

  Business Response

  Date: 04/11/2023

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

  Thank you for bringing your concerns to our attention. We understand that you received a 3-day notice to comply or vacate from Maxx Property Management due to the presence of an unauthorized animal in the property. We apologize for any stress or financial worry that this may have caused you.

  As per our lease agreement, tenants must obtain written consent from Maxx Property Management before bringing any animals into the property. In this case, we found that you did not obtain the necessary consent before bringing the animal into the property, which is why we issued the notice to comply or vacate.

  We understand that you need more information on the next steps and whether you need to vacate the property. We would be happy to discuss this matter with you further. However, please note that the terms of the lease agreement regarding unauthorized animals are clear.

  We apologize for any lack of communication with you after issuing the notice. Our team has been experiencing high volumes of calls and emails lately, but this does not excuse our lack of communication with you.

  We would like to work with you to find a mutually agreeable solution to this matter. Please reach out to us directly, and we'll be happy to discuss the matter further.
  Thank you for bringing this matter to our attention, and we look forward to resolving this issue.

  Best regards,
  Casey B. MAXX Property Management

• Initial Complaint

  Date:11/24/2022

  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 in a maxx home property for 11 months. The whole time we lived there they harassed us. They towed my vehicle from my personal parking space, their manager walked in our house without telling us and took our rent money off our counter, they fined us for not picking our dogs p*** up 1 time cause we couldnt find the p*** after getting a bag to pick it up, gave us fees for putting a ring camera up cause when Managment walked in our house I filled a police report and they told me to get a camera cause without proof they couldnt do anything about it, when we got evicted cause they added a ridiculous amount of fees for false things they added more fees for cleaning and replacing the carpets when I had the whole house professionally cleaned and we caused no damage but when we moved in there was damages that I had repaired cause their wait time to have things fixed was a month. *** had many friends with similar issues and that is why Im filing this complaint. No one should have to go through the things we have gone through.

  Business Response

  Date: 12/07/2022

  This review is very disappointing to receive. It is our goal to make the move-out process go smoothly for our residents, and it is never our intention to mislead or take advantage of them. We would appreciate the chance to speak with you to see what more we can do to address this feedback and help straighten things out. If you are willing to discuss this further, please feel free to give us a call. Thank you, MAXX - Customer Relations Team - **************

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18460130
  
  I am rejecting this response because: I have tried to talk to you guys about it. And there is never a resolution. I dont deserve I rents for 11 months and was evicted 1 month before the end of my lease cause rent was late and even tho I was willing to pay it **** would rather evict me. Seems exactly like you cared how easy our move out was. Remove my eviction and Ill accept.
  
  Sincerely,
  
  ************************************

  Business Response

  Date: 12/08/2022

  We will share this feedback internally in our constant self-evaluation process, but we'd also be glad to talk it through together, if you are interested. Please be in touch if that is the case - we can be reached at **************. Thank you, MAXX Customer Relations Team

• Initial Complaint

  Date:11/08/2022

  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 rented from Maxxx property management t *********************** for just under 2 years. I paid to remove myself from the lease upon move out. My parents remained on the property and lease afterwards. On Nov. 8, 2022 I received a phone call from another apartment complex that I intend on renting from. They said maxxx property management has verified by phone that I rented a property from them and that I was great but they refused to fill out the rental verification form and they refused to give further info to **** at ICO ******** ivory homes property management. Ive called 4 times and no one is returning my call. I moved out from village on the boulders in December 2021. Its been 11 months since Ive rented there. They are refusing to fill out a rental verification form.

  Business Response

  Date: 11/21/2022

  This is not the feedback we're used to seeing. We're sorry that you're frustrated with your experience. We want our residents to be more satisfied than this, and we will speak with my team in order to improve moving forward. If there is anything else we can do for you or any further feedback you'd like to share, please let us know.
  MAXX - Customer Relations Team - **************