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Business Profile

Property Management

MacDoc Property Management LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MacDoc Property Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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MacDoc Property Management LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:08/26/2024

      Type:Billing Issues
      Status:
      Answered
      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 rented a house from this company, kept in communication about our move out, & did all of requirements for full return of our deposit which took us over 2 days to do in addition to having the carpets professionally cleaned and mowing the yard. They are also charging us for not removing ivy which was on the house from years past & what we thought was part of the landscape. Even when doing all this the company still withheld $1315 of our deposits. This does not include the $900 pet fee that is non-refundable as well. We have videos, pictures, receipts, & work orders for things they charged us for. This company is completely dishonest & retaining our deposits despite the house being spotless & in move-in ready condition when we left. I have attached receipts, copies of the work orders I still have & pictures. I also have videos of every room from the day we moved out that I am happy to provide BBB with so that you can see how clean & well maintained we kept the rental. Thank you for you help,********************* I am missing one communication where the property manager tells me they do not know the color of the paint. As you can see my husband responds to her but we never got an answer. We are unable to get onto our old account since we have moved out of the rental

      Business Response

      Date: 08/29/2024

      MacDoc Property Management confirms that this complaint does come from a former tenant at one of the properties we manage.  The former tenants were emailed their final account statement with charges to their Security Deposit on Aug 23rd at 2pm. The former tenants emailed us back the same day,  Friday August 23rd at 7pm disputing the charges to their Security Deposit.  On Tuesday Aug 27th at 12 noon, we received a message from the BBB that a complaint had been filed.  The tenant only allowed us one business day to review their dispute before contacting the BBB and multiple social media sites.

      On August 27th at 6:15pm, the following email was sent to the former tenants:

      "Dear *** and Mrs. ************** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">I am reaching out to you today to discuss your security deposit.  I have been made aware of the social media posts regarding MacDoc and the processing of your security deposit. Upon further internal review, I was forwarded your email dated 8/23/2024 regarding the disputed charges from ******************* and ***************************.  The dispute was still being reviewed by our ********************** and the property owner but as of now, I will personally be reviewing the charges and your dispute to the charges.
      From my initial assessment, its clear that you made efforts to follow the move-out instructions we provided and adhered to our guidelines. I understand that this situation has caused you frustration, and I want to assure you that I am committed to finding a fair resolution.

      While I regret that this matter escalated to social media before we could resolve it, I will do everything I can to address your concerns and make this right. Your satisfaction is important to us, and we appreciate the positive feedback you initially provided during your tenancy.
      I will be sending you an email with our final resolution by tomorrow, August 28, 2024. Additionally, I am available for a phone meeting if you have any further questions or concerns."

       

      A second email was sent to the former tenants on August 28th at 8:21pm with the final resolution to their dispute.  Here is a copy of that email:

      "Dear *** and Mrs. *************** you for allowing me the time to review the charges against your security deposit.  I hope that you will find my responses and adjustment to the charges fair.  Please see below details regarding each of your disputes.


      DISPUTE: $350 for carpet ozone machine.   We had the carpets professionally cleaned on 7/13/24 to include pet treatment.  The carpets did not smell.  

      RESOLUTION: Unfortunately, the carpets did have pet odor.  We left an ozone machine for 2 days and then removed it.  A few days later there was still a pet odor so the ozone machine was left at the property again to rid the odor.  I will have to leave this $350 charge against your security deposit.



      DISPUTE: $75 to reinstall smoke detector battery.  I left a new battery and the smoke detector on the cabinetwe replaced all batteries in the smoke minus one due to running out of batteries.   During the final clean out we brought a new battery but did not have a ladder available so I placed the battery on the counter and left a note explaining this.  A work order was placed to replace the broken window and screen in the garage.   The window was repaired but the screen was never repaired.   Please check our records.   We cleaned all bathroom vents and have videos specifically showing that they were clean when we vacated the house.  

      RESOLUTION:I have removed the charge for the window screen and cleaning of the bathroom vents.  There will be a remaining charge of $25 for the install of the smoke detector and batteries.


      DISPUTE: $400 for paint touch up.   We patched all holes and requested paint for touch up but the owner  could not provide the paint or color.  *********************** we were told to patch the holes and leave as is. 

      RESOLUTION: I have reviewed the communication regarding the paint and I have removed the $400 charge.


      DISPUTE: $150 light cleaning.   We detail cleaned that entire house and it was in much better condition when we vacated than when we moved in.  see correspondence upon move in requesting cleaning and bug removal.   We have videos of every room cleaned when we moved out with date and time stamps.  

      RESOLUTION: I have removed $150 charge.


      DISPUTE: $190 carpet cleaning-as mentioned before the carpet was professionally cleaned and we provided a receipt. 

      RESOLUTION: We did clean/deodorize the carpets again to help eliminate the pet odor.  However, I have removed the $190 charge.


      DISPUTE: $150 to mow yard and remove ivy.   I mowed and weedeated the yard the day before we moved out.   The yard was in very good condition.   The ivy was on and around the house when we moved in and obviously had been there quite some time.  There is no way we should be charged to remove ivy.  

      RESOLUTION:I looked at the move out photos and agree that the yard was left in good condition and you should not have been charged for this.  There was a mowing and removal of vines that took place 2+ weeks after you vacated and that charge was accidently placed against your security deposit.  The $150 charge has been removed.


      I am attaching a copy of the revised charges for your reference that total $375.  Our Bookkeeper will process this through your account ledger tomorrow and a refund check will be cut on Friday.  I again hope that you agree this is a fair resolution to your dispute.  Please feel free to reach me directly at xxx-xxx-xxxx if you have any further questions or concerns."

       

      As you can see from the last 2 email sent to the former tenants, MacDoc Property Management provided a fair resolution to the dispute.  As of today, August 29th, the former tenants have not responded to our last 2 emails.  MacDoc Property Management does not think that the former tenants provided us enough time to respond before contact the BBB and posting negative reviews on social media.

      Thank you




      Customer Answer

      Date: 09/04/2024

      Better Business Bureau:

      I have reviewed the offer made by the business in reference to complaint ID ********, this resolution is not satisfactory but I would like to be done with this company & move forward. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

      Regards,

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



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