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:05/28/2025

  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 Description:
  
  I signed a lease with Wolfnest Property Management for a duplex that was, upon attempted move-in, entirely uninhabitable. The carpet was saturated with cat urine, the front door keys did not work, a cabinet was rotted with visible mold underneath, and the yard was full of weeds and bare patches—despite an $80/month lawn care charge.
  
  I immediately notified their staff and submitted photos, a doctor’s note (my child has asthma), and eventually a professional remediation report confirming the unit was not safe to live in. Despite this, I received only vague emails stating a “department was reviewing it,” and no follow-up occurred. When I called Hugo—one of their representatives—he didn’t even know who I was or what my case was about, despite the documentation I had submitted.
  
  After more than a week of silence and inaction, I returned the keys and garage remote and formally notified them I would not be taking occupancy. I never moved in. I canceled the utilities placed in my name and documented every step.
  
  Now Wolfnest is attempting to charge me rent until the unit is re-leased — for a property they never made habitable and that endangered my child’s health. This feels both unethical and legally dubious, falling squarely into constructive eviction under Utah law. I believe I was misled, ignored, and now financially targeted.
  
  I’m requesting Wolfnest:
  1. Fully release me and my co-signer from the lease
  2. Confirm that no rent or fees will be pursued
  3. Refrain from reporting any negative credit or rental history
  
  I have retained all documentation. I’m filing this to warn others and to pursue resolution through proper channels.

  Business Response

  Date: 05/30/2025

  Thanks for your feedback and for bringing your concerns to our attention. We reviewed the property condition and didn’t find any issues fitting the criteria for an uninhabitable property under Utah law. We also promptly responded to address these outstanding issues and seek a resolution that was acceptable to you, but the only solution you indicated as being acceptable was to be let out of the lease entirely. This goes against the terms and conditions of the lease you signed so we are now trying to mitigate the damages by re-renting the property as soon as possible.

• Initial Complaint

  Date:09/04/2024

  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.

  They are working hard to scam me by charging me for repairs that I didn't cause. For example, they claimed my shed door was broken, but it wasn’t when I moved out. They initially charged me for painting one section of the house, and now, nearly two months later, they’re trying to charge me for painting the entire place. I’ve sent them pictures that they provided showing the stains they said I needed to clean, but they’re still holding me responsible for issues that weren’t my fault.
  
  They also charged me for things like missing sink plugs, which weren’t there when I moved in. The kitchen floor's foundation has been sinking, causing cracks, and now they’re charging me for that too.
  
  I moved out on June 2, and now, two months later, they’re billing me for things I wasn’t responsible for, despite telling me my bill was finalized in July. I’m trying to find a lawyer, but I can’t afford one, and I haven’t heard back from the city about finding affordable legal help. Even though I provided proof that the dirt on the walls was there when I moved in, and my yard was clean when I left, they keep adding charges that were previously removed.
  
  I suspect they’re charging me for repairs on the neighboring townhouse, trying to pin their costs on me. They’ve been ripping me off for a while now.
  
  I have a list of email of my complaining with them from time to time as they try to fine me for things and give fees for things I was not responsible for.

  Business Response

  Date: 09/18/2024

  Thanks for reaching out. So you are aware, we document the condition of the home prior to move in and than again following your move out, and then compare the two reports. We then determine what charges, if any, need to be applied. Everything is documented so there is no conspiracy to bill you for anything other than returning the property to the same condition in which you received it. 

  Customer Answer

  Date: 09/19/2024

   
  
  Complaint: 22239735
  
  
  
  I am rejecting this response because:

  They are currently reviewing some proof I sent regarding the walls not being painted or cleaned when I moved in. The swamp-colored stains made them look dirty, and the walls in the second bedroom were different colors. The swamp-colored stains leaked through, causing major damage. They replaced the ceiling but never repainted the walls to match. I have pictures of everything. I'm showing them that they’re charging me for something I received "as is." I already proved my case about the yard, and they credited me, only to charge me again later. A second set of made-up charges for damages appeared 60 days after I moved out. I'm sure they’re trying to charge me for damages caused by the tenant next door in the adjacent townhome. They are charging me for things on that list that were not broken and that I had no issues with while I was there. Some items were never there to begin with, like the sink stopper in the bathroom. I'm waiting for a call back from the city’s free civil clinic to see what my next steps should be from this point on. I just wish someone with more power could do a deep dive into how they practice their business. 

  
  
  
  Sincerely,
  
  
  
  Darnel Williams

• Initial Complaint

  Date:08/22/2023

  Type:Sales and Advertising 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.

  They tell people whoever gets all their information in first is the application they process. In my case there were six other applicants. If six people are applying why would I pay a application fee not knowing if I could get my stuff in first if I knew they would keep all six application fees. They are using application fees to make revenue. They seriously pressure you to get your stuff in first they only process whoever has everything including deposit in first . I would never apply knowing six other people were as well if I knew they would keep my 78 if I wasn't done first. It's unethical what their doing. If they made six application fees off one property imagine the money their making. Application fees are for credit reports employment verification not profit and revenue. The chairman of Housing said that himself recently and it's deplorable and disgusting. Did you dont run the app don't keep the money. I spent hours doing their long app plus paid 25 for a pet profile I can't get back or ever use again. They say we can use it all towards another property of theirs. I would never rent from a company making profit off hard working people trying to find a place to live. I agree they should keep it if they run our app and we're declined or pull not but not just because we applied. What a shameful company

  Business Response

  Date: 08/23/2023

  Thanks for reaching out. We realize how difficult situations like this (losing a race on a property) can be which is why we offer clear guidelines for applying that offer everyone a fair chance and communicate that time is of the essence. In your situation, we received your application on 7/28 at around 1:30pm. Upon receipt, we immediately emailed you information on what was still needed to become a "completed application". Four days later, we followed up with two more emails on 8/1 that again outlined everything outstanding. One at 2:10pm and another at 2:20pm. We had another applicant get locked into first position at 4:45pm that afternoon and immediately notified you. This property had been on the market since 7/5 and went off the market on 8/1and we communicated with you what was needed every step of the way. Additionally, we offer full transparency by detailing our application process online, on page 1 of the application, and send you everything via email. I'm not sure its fair to accuse us of bad practices just because someone else moved faster.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20505340
  
  I am rejecting this response because:
  This has nothing to do with not being first. Nothing at all did you read my message at all. Your taking applications from many people at a time charging us all application fees which should be used to determine eligibility of move in not keep for your own revenue after you run the first person info don't keep the other Six people application fee when you didn't run any credit or employment verification. Your having people hurry to be first then run the first person stuff and keep all the other applicants fee without running the application. Really you are the only place ever I found that finds it ok to keep every application fee even if your not running the application. That is the concern. They said six application were in first come first serve completely fair, absolutely but I would not give you 79 if I knew you would keep it if I'm not first and my app is not being verified. Yeah that is bad business practice when you use app fees for your own revenue.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising 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.

  Unfortunately this property management company uses deceptive practices to keep deposits. They also use tactics to charge fees that are hidden and set up as predatory in nature.
  
  Price gouging and over charging for basic wear and tear.
  
  I have attached my close out / move out statement. I did take pictures and had cleaning services + wall service and paint in the home.
  
  It seems this is a normal practice by this company.
  
  Id be happy to split the costs.

  Business Response

  Date: 08/16/2023

  Hi *******. Thanks for reaching out. Contrary to what you may believe, our team does the best they can to accurately assess move out charges. Despite our best efforts, we are human and occasionally miss things which is why we have a tenant appeal process where you can dispute specific charges and submit documentation. I didn't see an appeal under your name so I went ahead and emailed you the appeal form. Please explain in detail what we missed and attach any information and we are happy to take another look and correct any errors. Thank you

• Initial Complaint

  Date:01/14/2023

  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.

  The property management company I pay my rent through is charging me a utility fee of $105 every month plus a fee for not having the utilities in my name while the ************************ will not allow the utility to be transferred from owner's name to my name and they are also charging me making me pay utilities through the city for water sewer and gas when I paid the company I pay my rent through the same utility bill so I'm paying the same utility bill twice this can't be legal

  Business Response

  Date: 01/18/2023

  Hi ******. Thanks for your feedback, but after looking into this, it's clear this is simply a misunderstanding. The utility fee you referenced is for yard care service as is outlined in your lease. The lease also states that you are responsible for setting up the property's city utilities and you provided account numbers at move in. As such, we were under the impression, this was already handled. If this is not the case, and you are unable to set them up in your name, (we have called to verify and are waiting to hear back) then we will simply have the bill added to your ledger. Please let us know if you have any additional questions or concerns. Also, so you know, you can get answers to questions like this much faster and easier by simply calling or emailing our office.