Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a late fee on my house before even being provided the website to pay my rent. The business takes advantage of college students for their own personal gain. They refuse to renovate the house unless we terminate the lease so they can upcharge it to other students. The rent was also raised on us with no prior communication after it was discussed that the rent would stay the same for the 2025-2026 school year. These people need to shut down indefinitely for fraudulent activity.

  

  Business Response

  Date: 07/11/2025

  Rent can be paid in person, via mail or through a resident portal.  Once you were added to our system here, an invite from ****** would have automatically gone out to you that day.  I see you are now registered for the portal which will aid you in the future.We do not renovate properties while occupied.  Whenever renovations are made the rent will reflect those renovations.  Attached is the document showing the rent increase was agreed to by ****** ***** and a copy with your electronic signature where you acknowledge the rental amount.  Hopefully, we can work together to have a positive year at the property.    

  Customer Answer

  Date: 07/11/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Raines has manages my property at **** ***** **** for many years.
  Last year I terminated my agreement with Raines because of their gross mismanagement of the property.
  Also, it appears that Raines wanted the property to not be kept up so it could not be rented and to "force" me to sell the property at a low price to the developer who has purchased all the properties around my property.
  I attempted to get resolution from Raines, with no response from them.
  I have included the letters I have sent to Raines, with zero response from them.

  

  Business Response

  Date: 03/03/2025

  These allegations are too complex to respond to in a BBB complaint.  They are incomplete and presented out of context in a number of ways.  Mr. ******* always has the right to file a civil action; which would be the proper forum to reach a resolution where evidence can be presented.Here is a basic outline of our positions:The property was successfully rented the past decade plus.  The property generated significant revenue for the owner during that period of time.  There is absolutely no incentive for Raines Property Management not to rent the unit.  However, market conditions changed.  New construction was completed all over **********.  All property management firms experienced vacancies where they did not exist before.  Our firm is not responsible for the overall rental market conditions.The property was inspected a number of times over the years by the family.  Improvements were made as requested.  A licensed contractor presented a quote for the latest requested repairs.  The property owner thought it was high and sought other alternatives.  That is his prerogative.  He says he got the work done less expensively, but again was the quality of materials the same, was the scope of work the same, was the contractor he hired licensed, bonded and insured.  Raines Property Management received an inquiry about purchasing the property.  We passed that information along.  Nothing more, nothing less.  Raines has no relationship with the proposed buyer or stood to gain any money if the property sold.  All we did was take a phone call and pass that information along.  The owner was able to get yard care done a less expensive rate.  Again, was it by a licensed, insured and bonded company? The contractor we used provides competitive market rates for the area.  Again, these issues are too complex to litigate in a BBB forum.  The property owner received outstanding quality service for the duration of the contract.  There are other more appropriate forums to settle complex disputes.

  Customer Answer

  Date: 03/03/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company says the only way to settle this complaint is in a civil action in court.  The company is unwilling to settle any other way.  This is the only response I have received from Raines Property Management as they have not responded to any of my letters to them.
  
  Regards,
  
  ******* ******* 

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The property management company responsible for my rental unit at *** ***** **** ********** ** *****, fails to respond to multiple urgent maintenance requests over the past three months. Their neglect has resulted in unsafe living conditions and violations of tenant rights under Virginia housing laws.
  The specific issues include:
  1. Severe Roof Leak – I first reported a major roof leak above my bathroom over three months ago. Despite multiple follow-ups, no repairs have been made. Each time it rains, water leaks into the bathroom, causing potential property damage, mold growth, and structural risks.
  2. Heating System Failure in Cold Weather – My heating system completely shut down recently during extreme cold weather. I submitted multiple repair requests, including emergency calls over the past two days, yet the company has failed to respond. This has left my residence uninhabitable and poses a serious health hazard.
  The leasing company’s failure to act constitutes negligence and a breach of landlord responsibilities under Virginia law. Given their lack of response, I am seeking the assistance of your office to enforce the necessary repairs and hold the company accountable for failing to provide habitable living conditions.
  I request that your office investigate this matter and take any appropriate action to ensure compliance with housing and consumer protection laws. Please let me know the next steps and any further documentation needed.

  

  Business Response

  Date: 02/12/2025

  The roof leak was reported to the Homeowner's Association that is responsible for maintenance of the roof.  They have dispatched a qualified roofer on several occasions that made repairs.  The owner of the property nor Raines Property Management, Inc. does not have the authority to make any repairs to the roof.  We are working closely with the HOA to try and identify the issue to get it resolved.  This repair is beyond Raines Property Management scope to repair.  Sometimes residents do not understand the processes and restraints that the management company faces in trying to get these repairs made.  It is our understanding that while the process has been drawn out, crews have been working on the issue.The heat was not working on February 2nd at 12:57 PM.  Temporary heaters were taken out the unit later that day for the residents use until the heating unit could be fixed.  The temperatures on that day ranged from a low of 31 degrees to a high of 43 degrees.  Final repair was made on Monday.  At no time, was the health, safety or welfare of the residents in jeopardy or the unit uninhabitable.  

  Customer Answer

  Date: 02/12/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********** ***

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Late evening on 3/11, the single toilet in our apartment went clogged for no recognizable reason, so we called the emergency line listed on Raines' website to see if they could help and got transferred by a coordinator to a maintenance personnel. He asked if we had plunged it first, we said no we don't have a plunger. He then said we must plunge the toilet before they would help and if they came out only to find the toilet needed to be plunged, we would be charged a fee. So we asked if he knew where we could get a plunger, he said probably nowhere this hour. After an awkward silence, the conversation ended. While disappointing at the fact that he was not going to come help with the emergency, we ran out in cold weather to ******** right before it closed at midnight, got a plunger and fortunately, cleared the toilet. We would have otherwise suffered throughout the night but that's not the end of story. The next day around 10:30am, another personnel showed up unexpectedly in our apartment with a plugger, and days later we got a $35 "minimum charge for the trip" bill from Raines and were accused of not calling back to report that we had solved the issue ourselves. But, we only called for an emergency and didn't receive appropriate help nor empathy. Nobody cared how we got through the night and somebody came at their convenience during normal biz. hours to deal with the emergency request. At NO point during the conversation were we informed that they would send out someone to address the issue the next day, never did we request help next day. Otherwise we would have certainly called back as this is common sense/basic courtesy. Our many efforts disputing this charge were simply ignored by Raines ever since their only reply saying "You are going to have to be responsible" for the charge that was later forcefully added to our rent balance. My roommate and I ended up having to pay to avoid more late fee that would have been rendered, but still feel wronged and disrespected.

  

  Business Response

  Date: 06/17/2024

  The policy handbook clearly states our policy.  If a service call proves to be unnecessary, then all related costs of that service call will be a resident responsibility.  Inherently explicit in phoning in a maintenance call is that someone will be by to resolve the issue.  Since the issue was resolved by the residents, the service call became unneeded.  However, the contractor still had to go by there and charged a minimum charge since the residents did not notify us the issue was resolved.  We believe the charge is a valid charge.  However, we will issue the residents a 35.00 credit towards there July rent.  MINOR HOUSEHOLD REPAIRS Residents
  will be responsible for all minor household repairs in their unit.  Examples of minor household repairs include,
  but are not limited to the following:Changing light bulbs -- including fluorescent lights (correct bulbs must be used).Extermination of bugs -- Spiders, earwigs, ants, roaches, mice, all types of bees, etc.Checking to make sure electrical breakers and fuses are working.Clogged drains or slow draining drains -- try liquid plumber and a plunger.  Patching small holes or cracks. Replacing batteries in smoke detectors (should be changed every 6 months).Stopped up commodes -- try plunging first. Disposal not working -- push the red reset button on the disposal under the sink (see separate disposal maintenance section.).Routine replacement of refrigerator water filters.If
  the phone, gas, water or electricity is cut off or not working, contact the
  proper companies to alert them of any problem. 
  If the problem exists within the walls of your unit we will be happy to
  send someone out. We
  are always happy to be of assistance and send a contractor out to assist you
  with a problem you are having in your unit. 
  However, if we send someone out and the repair needed was caused by
  resident neglect the bill will be sent to you for immediate payment.Additionally,
  if your service call is determined to be unnecessary or resident neglect, then
  all associated bills will be sent to the resident for payment.  Common examples of these cases are: heat or
  A/C not working when the thermostat is in the off position; garbage disposal
  clogged by foreign objects such as forks, bottle caps, coins, or broken glass;
  and feminine products in the sewer line.

  Customer Answer

  Date: 06/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ***

• Initial Complaint

  Date:09/06/2023

  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 a follow up email to document our conversation a few minutes ago with regards to Raines Property identified as *** ****** ****** *** ** ********** **.
  I understand that all requests for repairs to this apartment, after occupancy on 8/20/2023 have yet to be properly addressed. The most concerning is a leaking dishwasher that has been broken since the first day of occupancy and has leaked gallons of water onto the floor causing problems to the floor, carpet and now mold. I also have proof that this dishwasher was a an issue with the previous tenant.
  
  It is my understanding that there have been two occasions where you or another technician has been out to look at the problem. My daughter, ******** ********, occupant, said all that the only thing done to date is a superficial cleanup of the water and a promise to replace the dishwasher. The water cleanup, after two report major leaks, consisted of your staff asking her to provide towels and to help clean up the large puddles of water. I also understand the supply line for water to the dishwasher was shut off but now the garbage disposal cannot be used.
  
  While on the call you stated you spoke with the owner (I was told is your Father) who said a new dishwasher was installed. That is completely false unless it was done this morning. I don’t understand how the owner can tell you a new dishwasher was installed when you are the company providing the service.
  
  My attorney asked that I attempt to resolve this issue with you before getting him involved. Obviously this is not working so leave me no choice but to follow up next with a letter of intent from my attorney. In addition I will contact the township building authority to report the unsafe livening conditions at the building, ** school housing, and the Better Business Bureau (**********).

  

  Business Response

  Date: 09/19/2023

  After speaking with a current resident, I have confirmed a new dishwasher has been installed.  They have run the dishwasher several times and report everything is working fine now.

• Initial Complaint

  Date:03/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of *** ****** street in August of 2021. After waiting some times for my security deposit to be refunded and not receiving it, I called Raines property management. They sent the bill to my mailing address. I did dispute the charges on the security charges and sent an email stating so. I received no contact back from them for months. I called multiple times during a 6 months period and was told I had to wait for a committee to meet to discuss my dispute. They told me it would be done by Dec 2021, then it got pushed back. I called again months later and was told that was incorrect info and the person who told me that no longer works there (*****). I then discussed the dispute with an older woman who worked there. I told her about the incorrect charges and how the moving out inspector told me I wouldn't be charged for anything other than cleaning carpets. The phone call ended with no resolution. I got an email a bit later from ***** stating that they would return $80 to me. I sent an email asking for a more detailed explanation on 4/23/22 of my charges and never received am email back. I sent another email stating I was still waiting on a response and a year a later, no response from anyone.

  

  Business Response

  Date: 04/13/2023

  We apologize for the issue that exists.  Attached are copies of the moveout inspection and the email response we sent to the original dispute.  The resident was at the inspection as noted by their signature.  The form clearly identifies that the resident would be responsible for a portion of the painting and also that maintenance staff would be checking all bulbs, alarms, screens and etc.. That is standard operating policy.  We reviewed the case and offered to make an 80.00 adjustment.  A search of our emails does not show that we received any response to our email on 4/23/2022.  After a period of time, with no response in hand, we closed the file since the 80.00 was not accepted.  We are stilling willing to send the 80.00 adjustment if that will satisfy the complainant and close the dispute.   

  Customer Answer

  Date: 04/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2, 2022, Mr. ****** ****** (Raines Property Management Owner) came to my apartment ***** ********* **) at my request, so that I could show him the problems that had not been addressed by Raines, who had communicated to us that they would fix/repair everything between the previous renter leaving on August 12th and our move in date of August 18th. Raines had managed our property for 9 years, since 2013 when we first bought it. On Aug 2 ****** agreed to do the following repairs at no cost to us:
  1) Fix/repaint the low area of the wall to the left of the piano in our living room
  2) Repaint the ceiling area around the vent on the kitchen ceiling
  3) Replace the missing parts/panels of the bathroom ceiling
  4) Plaster the living room hole in the lower wall area near hallway entrance way
  5) Reimburse us the cost to replace wheels in the dishwasher
  All of these areas had significant issues that should have been addressed prior to our move-in date. He agreed to do these repairs/repainting at no cost to us. He stated they were especially busy that week as new students were returning to VA Tech. He told us he would send workers to do the above repairs the week of August 8th.
  I followed up with an e-mail to confirm what ****** agreed to do on August 3rd. In that e-mail I made some additional requests to fix problems I discovered within the next 12 hours:
  1) Replacement of 2 significantly damaged plastic bins in refrigerator.
  2) Application of wallpaper glue to the peeling wallpaper in two locations - one area opposite basement bathroom, the other on dining room wall near step down into living room
  3) Repaint the ceiling area around the vent and lamp/light fixture in the interior entrance way to our townhouse- since there appears to be water damage there as well
  I wrote again on August 6, and August 15th. Since no response, on August 29th I mailed a letter asking them to complete the repairs by Sept 14. I never received a response and they haven't done the repairs.

  

  Business Response

  Date: 10/18/2022

  We had assigned the work to a vendor who has had a number of health related issues:They are back now and able to do the work.  We agreed to fix the following items: 1) Fix/repaint the low area of the wall to the left of the piano in our living room 2) Repaint the ceiling area around the vent on the kitchen ceiling 3) Replace the missing parts/panels of the bathroom ceiling 4) Plaster the living room hole in the lower wall area near hallway entrance way 5) Reimburse us the cost to replace wheels in the dishwasher We suggest the owner talk with the vendor who comes about painting over the water stain and gluing the wallpaper. 

  Customer Answer

  Date: 10/24/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Yes, I accept Raines' response to fix the 5 items they listed in their response to you that they agreed to do. I remain disappointed in the lack of communication from Raines. Two and a half months have passed since Raines told us they would do the repairs and they did not convey to us that the vendor was having health problems. They never acknowledged receipt of nor responded to the letter I sent them in late August. ****** never responded to any of my e-mails. I am not confident that Raines will follow through and do these repairs. Will Raines give us the contact information of the vendor? Will the vendor contact us to inform us when s/he will come? If so, this is the phone number that they should use: **** *** ****.Regards,
  
  **** ********-*****

  Customer Answer

  Date: 11/28/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They originally promised they would do the repairs the second week of August. They never did, so we kept requesting them to do the repairs, informing them that we would contact the BBB if they didn't do the repairs by September 14th. Since they didn't do the repairs, we contacted you.Raines told you that their repair person had had health problems but that they would be able to do the repairs the following week. This was October 1st. Now it is nearly December and they still haven't done the repairs. My daughter ****, who is living in our townhouse, wrote an e-mail to ****, ******, and ****** giving them her cell phone number and requesting them to set up the repairs. They never acknowledged her e-mail and never set up the repairs. Raines has not communicated with us about the repairs whatsoever.Regards,
  
  **** **************

  Customer Answer

  Date: 12/15/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** **************

• Initial Complaint

  Date:09/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out the first week of may and ended my lease early. I was told they wouldnt take a security deposit to fix anything as the lease existed since 2016. Later they had taken over half to fix things. When I emailed them they refused to acknowledge it.

  

  Business Response

  Date: 09/28/2022

  Mr. **** was present for his move out on 5/18/2022 and signed the attached document noting the damages he would be responsible for.  He was responsible for the items marked with (R) for resident charge.  He was properly told that no painting charges would be levied against the deposit which was the case.  He was mailed a full accounting of the deposit which shows that out of the 535.00 deposit that 80.00 was taken out for removing sticky tiles (tape) and the glue from the them off the carpet, removing adhesive hooks attached to the cabinets, 125.00 for a full clean and 100.00 for steam cleaning the carpet.  These are all reasonable and customary charges.  

  Customer Answer

  Date: 09/30/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I was told I wouldnt be charged at all with how old the sublease was. Regards,
  
  **** ****