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:11/14/2022

  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.

  In late September 2022/early October 2022, I received notice from *** that there was a leak somewhere underneath my property(external) and that further investigation would need to occur. I never received a follow-up on what that investigation found. Approximately two weeks later, I received an email that water was leaking from the toilet in the downstairs bathroom. Again, more investigation would need to occur. At this point, I emailed my assigned property manager and asked them to respond to me. As of today, I still have not received a call or email response to my inquiry. I have been receiving sporadic updates from the maintenance manager, but have yet to receive any formal quotes for work to replace damaged flooring/carpet or the emergency repair work that needed to be completed to stop the leak. I have requested quotes so I can file with my insurance company.
  
  *** is a scam in my opinion. They lure you into using their services and then provide horrible to no actual property management once you are under contract with them. I have made multiple formal complaints via email, and there is no number listed to actual reach the owners of the company- which means I continue to be handed back to the incompetent property managers they are hiring to manage homeowner accounts. I would like a new property manager assigned for the remainder of my contract as well as the quotes I've requested over the last week for the leak repair work. I also want their practices noted on record, as I have seen that many others have experienced the same level of poor service once contracts are signed. My next resort will include legal action so I am hoping that *** can assist with this complaint.

  Business Response

  Date: 11/16/2022

  *** **** thank you for contacting our organization and submitting your concerns, we can appreciate your feedback and take it very seriously when are not meeting the service standards we set for all of our clients that put their investments in our care. Upon reviewing your current maintenance concern with your property I was able to see this repair began at the end of October 2022 around 10/22/2022 - an unknown leak was reported by the tenant, and a plumber was sent out to the property on that day this was considered an emergency after hours call - you were notified of this call via email on 10/22/2022 at 4:46 pm. The leak was not able to be located, however, the leak was able to be contained by the tenant until the next business day when the maintenance team would be able to contact a Leak detection company. This information was also relayed to you on 10/22/2022 at 5:58 pm.
  
  
  
  ******* was also assigned to this maintenance request to commence the drying process and microbial growth for the leak on 10/22/2022 - the vendor accepted this work order on 10/22/2022 and scheduled the work to commence on 10/25/2022 between 10:00 am and 2:00 pm
  
  
  
  On October 25, 2022, American Leak Detection Hampton was able to be scheduled for 10/31/2022 between 9 am - 11 am Jayson the maintenance coordinator contacted *** **** by phone to provide the update that this vendor was scheduled to go out to the property on this to locate the leak. During this time, the leak in the bathroom was getting worse, and the maintenance team sent out a different vendor ***** ****** who was able to fix the leak on 10/27/2022 our owner *** **** was notified via phone call on 10/27/2022 of the cost to complete this repair was going to be ********* +****/hour and would take 1-2 hours to complete the repair - approval to move forward with the repair was given over the phone. The owner *** **** was notified via email on 10/31/2022 that this vendor was able to repair the leak and sent photos of the before-maintenance repairs and that the final invoice with after photos will be sent to them once received by the vendor. At this time our office has not yet received this final invoice and is continuing to follow up with this vendor to receive the final invoice, the owner *** **** was notified of this information on 11/8/2022 via email. The original work request for American Leak detection was canceled on 10/27/2022 since they were no longer needed. The owner was also notified of this cancellation on 10/31//2022.
  
  
  
  November 1 - November 3rd, 2022 Maintenance Coordinator Iravi updated the owner, *******, that they have not yet received the estimate from the vendor ******* regarding the carpet replacement letting them know that once they have received the estimate they will make sure to send the estimate over to them to review, they did receive the signed authorization form to move forward with the repairs of the drying and microbial treatment of the affected area through ******* on 11/3/2022 from ******* and had sent that over to *******. All of this communication has been completed through email documentation. On 11/8/2022 *** Maintenance Coordinator Iravi notified *** **** that she had not received the estimate from the vendor and that once it had been received she will get it sent over to be reviewed and approved to move forward. As of 11/15/2022 no estimate or final invoice from either vendor has been received from either ***** ****** or ******* to be sent to Ms. Hart. Our maintenance coordinator will continue to contact the vendor to receive these requested estimates and invoices so that ******* will be able to send them to their insurance provider and finalize their claim for the repairs. We do understand the importance of getting this repair completed, and are working diligently with the owner to get this done, with the evidence showing we worked to get a vendor out to get the leak repaired as soon as possible, it is not apparent why the vendors have not yet sent over the estimate or the final invoice for the completed repair to the leak or for the replacement of the carpet, these vendors are 3rd party vendors that are not employees of ***.
  
  
  
  A proposed resolution to be offered is to have Account Manager *** **** oversee the completion of this repair, she will contact the owner and go over what has been completed up to this point at the property and what will need to be completed. Get in communication with the vendors to confirm a date when the estimates will be received and when the final invoice will be received to be sent to ******* so that she can send them to her insurance provider. Once those dates have been received they will be provided to ******* so that the proper expectation will be set. Communication is key in establishing a working relationship and clearly, the ball has been dropped here in getting a clear communication stream from our team members and *******. Our goal is to get this resolved quickly. *** **** will be in communication with ******* no later than Friday 11/18/2022 with updates regarding her property from the vendors on when the estimates and invoices will be received so that we make move forward with the completion of the repair.
  
  
  
  *******'s agreement is a month-to-month contract *** does not have annual agreements, should she decide she no longer wishes to have *** manage her property she would simply provide a written 30-day notice to our office and we can begin the process to close out the management of her property. *** **** is the assigned Account Manager to that particular office, her contact information is kim@***hamptonroads.com her direct extension is ext. ****