Complaints

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• Initial Complaint

  Date:10/20/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 had rented a property at ******************************** from 09/01/2020 and left this property on 08/20/2025. The security deposit was transferred to the property management company (Protocol Property Management) in the amount of $2650.  For almost 5 years of living, we never missed any payment: lease, utilities, and other bills were paid on time and in advance.
  Contact expiration was 08/31/2025.
  On 09/18/2025, we received Security deposit statement - DOCS/20250918-MoveOut-Sato-Lutsiuk.pdf, where the property management company  Protocol Property Management, and its representative (*** Finger and *** Chung) demanded that we owed the amount of $1414.48 with a demand to pay this amount.
  After a few weeks of negotiation and finding any compromises, we sent our version of the deposit return demand to Protocol Property Management, where this company **** us $1654. This statement was supported by **************** laws, contract references, and other facts, including that the Protocol Property Management company was caught distorting the contract's wording and attempting to impose illegal penalties and fees in an effort to circumvent the existing lease agreement. This statement and our explanation for each point were sent on 09/30/2025, with a request for any notes or comments. (statement_explanation_by_tenant.pdf)
  Within 2 weeks, we didnt receive any feedback from the Protocol Property management company or its representatives regarding our statement or any of its points, even though we asked them to provide comments or their opinion on this matter within the next couple of weeks. The representative of the Protocol Property Management company just emailed us, demanding payment of $287.98 on 10/20/2025. They entirely ignored our request for feedback on our statement, without any effort at explanation.
  Based on this answer, we decided to send an official demand letter on 10/21/2025, requesting the return of $1654 of our security deposit. The Protocol Property Management representative received the official demand letter at the front desk of this company, with proof of receipt provided by **** service on Monday, 10/27/2025.
  On the same date, we received an email from the Protocol Property Management representative, *** Chung, stating that our demands were refused. Moreover, this person accused us of not providing any evidence to support our statement and threatened us with a counterclaim by increasing the amount of their statement.
  Given this situation, we request that the Protocol Property Management company refund our security deposit and compensate us for all expenses incurred during this process.
  Also, we are providing all additional information regarding this claim, including contracts, emails, photos, and references to Washington State Law.