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:08/14/2025

  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.

  Focus is horrible. We never had a problem until they took over the apartments we were living at. First of all they are so unprofessional, they never answered the phone. Second of all because of them we have to pay a whole month of rent even though we are only staying 15 days and the reason we have to stay is because when we requested an extra month they said they were going to let us know and call us back and we never received an answer, I also texted them so I could find a place to live and no answer as well, how are we supposed to know if we can stay or not if you dont open your mouth and communicate. The only reason we knew we had to leave was because we didnt see our rent on there and yeah someone even came into my apartment and saw us sleeping as he said. Make sure there is nobody before you start walking into people sleeping. We never ever had a problem until they took over. Gladly we are moving out and wont have to deal with them but we still have to pay the month of rent when this was all their fault for not communicating or answering. From the reviews I shouldve expected this, it makes sense why theres so many bad reviews. And theyre quick to say they cant change the rent amount, like if you cant do that then how about you answer the phone and dont leave people hanging just so you get the money. I know we wont get anything back but at least it helps people to pick a better place to live with professional workers and better places that dont make you pay a whole month of rent when youre not staying the whole month.

  Business Response

  Date: 08/26/2025

  We are sorry to hear about your frustrations and appreciate the opportunity to respond. Our goal is always to provide clear communication and professional service to all residents, and we regret that your experience did not meet those expectations.
  

  Regarding your concerns:
  
  Communication: We understand the importance of timely responses. While our records indicate that staff attempted to follow up on your request, we acknowledge that there may have been delays that caused you frustration, and we apologize for any inconvenience.
  
  Lease Terms: Rent charges and move-out obligations are based on the lease agreement signed at the beginning of tenancy. Unfortunately, we are unable to prorate rent outside of those lease terms unless a specific renewal is completed in writing. We understand this may have caused disappointment, but we are legally required to adhere to the lease contract for all residents.
  
  Apartment Entry: We take resident privacy and safety very seriously. Any entry into an apartment is only conducted in accordance with lease and legal requirements, such as inspections or maintenance needs, and staff are instructed to provide proper notice. We will be reviewing this situation further to ensure proper protocols were followed.
  
  We regret that your experience with us did not reflect the World Class Standard we strive to provide. While we cannot alter the contractual obligations of your lease, we do value your feedback, as it helps us improve communication and service for all residents going forward.
  

  Thank you, 
  Focus Property Management
  

  
  

• Initial Complaint

  Date:08/05/2025

  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.

  We moved into an apartment complex in ***********, Wi, the ********************** run by focus property management in the middle of February. By March we noticed there were cockroaches entering our apartment. We informed them, they set up an independent contractor to treat only our unit with baits and sprays. We still were having the issue a week later and were told them we needed to wait 21 days after treatment for it to be effective. We waiting, and the issue was still there after the 21 days, but worse now, so we went through the process again. Informing them that we are watching then come from underneath our front door, our cat is waiting at the door for the roaches to enter, we have a 3 year old living here, and we have an infant due in the middle of August so the issue needs to be resolved. They came in and treated our unit again, and since then the issue has progressed and we are seeing them almost daily now we informed them that we are moving out due to health concerns for us, our kids, and our pets, and they are expecting us to either pay $400 and then ever month of rent until they find someone else to take the unit, or pay roughly $4000 upfront. Neither of which we can do as we have to move for our kids and our health.

  Business Response

  Date: 08/26/2025

  At Focus Property Management, we take all resident concerns seriously, especially those related to health and safety. We were made aware of this residents pest concerns shortly after move-in and immediately scheduled treatment through a licensed, independent pest control vendor. Multiple treatments were completed within the unit in accordance with professional recommendations and treatment timelines.
  
  We understand that pest issues can be frustrating, and while treatments may take time to show full results, we remained responsive and continued to coordinate with our vendor each time the concern was brought to our attention.
  In light of the ongoing concerns, we have approved a penalty-free break lease for this resident so they are able to vacate without financial obligation beyond their move-out date. While this is outside of our standard lease policy, we believe it is the best resolution for the resident and their family.
  
  We remain committed to providing safe and well-maintained housing for all of our residents and will continue to take any reported issues seriously.
  

  Thank you, 

  Focus Property Management 

  
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair 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.

  I am renting from Focus Property Management. Their listed maintenance emergency line is an extension that doesn't even exist. Due to their poor construction, major foundation and structural issues, and lack of emergency maintenance assistance, my apartment flooded and three rooms worth of my furniture and belongings were damaged. The company is refusing to take responsibility, assist with recovery in any way, and is ignoring my messages and attempts to speak with a property manager.

• Initial Complaint

  Date:05/06/2025

  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.

  Since day of moving into this managements apartment complex, its been nothing but a headache. My husband, daughter and I lived there for about two years. When we first found this apartment online, it looked promising, so we applied. We wanted to tour the site, but we were not allowed to. So we took leap and moved it. It looked nice but the we noticed all the BIG, unhealthy, unsafe, flaws in our unit. Our sliding door didnt not lock, all of our light switches did not work, most of our outlet sparked when in use, mold was found all over our main bathroom, and our dryer was not working. In our initial walk through, we were unable to fill our necessary documents on the state of our unit. We put in several maintenance requests and things did not get fixed. It took them 6 months in to fix our dryer. Our sliding door was never fixed and instead put a new lock that did nothing. They shut down most of our electrical to fix the sparking issue. I had to deal with asthma attacks from the clear mold infestation. I fell on their property and broke 3 ribs from them not clearing snow pathways for days. I even have medical documentation and reports from this incident. We moved out in March 2025. It is now May 6, 2025. Did we get a deduction from our deposit or anything regarding our deposit? Absolutely nothing. I have been trying to contact them for the past 4 weeks regarding our deposit. I would get sent straight to voicemail. Ive emailed and even sent a text message to the number on the portal. Its all crickets with this company. They an openly breaking a Wisconsin law.

  Business Response

  Date: 05/12/2025

  To Whom It May Concern,
  

  Thank you for the opportunity to respond to the concerns raised. At Focus Property Management, we strive to provide an unparalleled experience and we take all resident concerns seriously.
  

  After a thorough review of your account, we found that there was no security deposit on file for your tenancy. Therefore, there would not have been a deposit to return or apply any deductions to upon your move-out in March 2025.
  

  Additionally, we have emailed you a copy of your original lease agreement for your records and review. This document outlines the terms of your tenancy, including the status of any deposits and maintenance obligations.
  

  We understand that maintenance issues can be frustrating, and we sincerely regret that you felt your concerns were not fully resolved during your time with us. While we aim to address all maintenance requests promptly, we acknowledge that some cases may take longer due to the nature of repairs or availability of contractors.
  

  In regard to the fall incident you referenced, we were not made aware of any formal incident report or supporting documentation during your tenancy. If you have medical records or documentation related to this event, we encourage you to share them directly with our office so we can review and address them accordingly.
  

  We apologize if you experienced difficulties reaching our office in recent weeks. We are currently reviewing our communication protocols to ensure all residents and former residents receive timely responses.
  

  Please feel free to reach out to our office at ************ directly with any further questions or if additional documentation is needed. 
  

  Sincerely,
  Focus Property Management

• Initial Complaint

  Date:05/02/2025

  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.

  Focus security management took $3000 from me. After I paid the ***. Dep.i was informed of a "virtual move in". They left me no choice but to abide by it or I wouldn't have a place to live and I would lose the money I paid. When I got the keys the place was a mess. They asked if I wanted them to have someone clean it. I was on a schedule so I said I would do it so I could move in that weekend. I asked them multiple times what my parking spot was. The leasing agent didnt know. Then they gave me a spot that didnt exist. I aksed them to verify the spot and they refused to tell me. Then while I was moving in I couldn't set up service with TDS who im forced to have service through. *** had no idea what I was talking about so i called focus and ***** answered she had no idea how to handle the ************ She was completely useless. Then we went outside to leave and my truck was towed. While I was moving in they had my truck towed from a spot nobody parked in. I was there maybe an hour. They told me they had 24 hour customer service but I kept getting sent back to useless ***** who laughed at me when I had my truck towed. Do not rent from these thieves.

  Business Response

  Date: 05/12/2025

  To Whom it May Concern,
  

  Thank you for the opportunity to respond to the concerns raised. At Focus Property Management, we strive to provide an unparalleled experience and we take all resident concerns seriously.
  

  We would like to address each point made in the complaint:
  

  Security Deposit & Virtual Move-In:
  Upon receiving your security deposit, our leasing process was fully explained, including our policy of virtual move-ins, which has been standard for efficiency and safety. The virtual move-in does not limit a tenant's ability to view the property prior to lease signing. If there was any confusion about this process, we regret the miscommunication and are working to improve clarity moving forward.
  
  Condition of the Unit:
  We apologize if the unit did not meet your expectations upon move-in. Our team did offer to send a cleaning crew immediately, which you declined due to your scheduling needs. While we understand your desire to move in on your timeline, our records reflect that we did offer a timely remedy.
  
  Parking Assignment:
  We understand the frustration regarding the parking spot and apologize for any initial miscommunication. After you alerted us, our team attempted to clarify and assist. However, due to the propertys parking layout and coordination with towing enforcement, any vehicle parked without a clearly visible parking pass may be subject to towing as per property policy. We encourage all residents to contact management prior to occupying any spot not explicitly assigned to them. While we aim to provide responsive customer service, including after-hours support, we regret if your experience fell short. We will review this incident internally to improve our service protocol.
  
  Internet Service Setup:
  Regarding TDS setup, we regret any inconvenience caused. As the internet service is provided by a third-party vendor, we can offer assistance but cannot manage or guarantee their service responsiveness. Our Experience Specialist attempted to help within her ability and training, and we apologize if her support did not meet your expectations.
  
  Lease Termination Offer:
  In light of your concerns, we have extended an offer to allow you to terminate your lease agreement without penalty. Our intention is not to force any resident to remain in a situation where they feel dissatisfied, and we believe this option is a fair and reasonable resolution.
  

  We value all our residents and sincerely regret that your experience did not reflect the level of service we aim to provide. We appreciate your feedback and will use it to continue improving our policies, communication, and resident support.
  

  Sincerely,
  Focus Property Management

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 recently moved in on 3/28/25, from the time I moved in and as early as of today 4/4/25, I have been complaining to the management about the neighbors that lives above me (741 Security Drive Apt 201). The neighbors kids have been running and jumping at all times of the day, evening as late as 2:00am. I explained to the management that I work from home at least 4 days out a week and I can't have the excessive noise. the response I received that management can't tell tenants not to make noise, I responded, I understand noise will be made, but when it is intentionally loud and unnecessarily, it becomes a problem. In return management sent me a guideline of what time noise can be made and a complaint form. I even tried to talk to the neighbor and she does not speak English. Through her translator, she told me that her kids were playing and she could not tie them up! That told me that she knows that her kids were making way too much noise and she didn't care about her neighbors. As of today, the ***** HAS CONTINUED AND NOTHING HAS BEEN DONE ABOUT IT!!! Furthermore before I moved in * was virtually showed a unit that wasn't the one I moved into. I tried numerous of times to talk to the leasing department, as of today, I haven't received any response. (BAIT AND SWITCH!!) This is by far the worst rental experience I have ever experienced in my life. I wish I could move, already. SO DISSAPOINTED!!

  Business Response

  Date: 04/21/2025

  To Whom It May Concern,
  

  We appreciate the opportunity to respond to the concerns raised by our resident regarding their experience at our community. First and foremost, we sincerely regret that the resident's experience has not met their World Class expectations we strive for, and we apologize for any distress caused by the issues mentioned. Our goal is to provide a comfortable and respectful living environment for all our residents, and we take all concerns seriously.
  
  The resident moved in on March 28, 2025, and we acknowledge that noise concerns were brought to our attention shortly after move-in. Upon receiving the initial complaint, our management team responded promptly by outlining community noise guidelines and providing the resident with a formal noise complaint form to help us properly document and escalate the issue. While some level of noise is expected in a multi-family setting, we understand the difference between normal daily activity and disturbances that interfere with quality of life. We have addressed the matter with the neighboring resident and will continue to monitor the situation. We also encourage the resident to continue reporting instances of excessive noise so we may take appropriate action in line with our policies.

  In an effort to help resolve the matter, we have offered to transfer the resident to another available unit that may be better suited for her needs, particularly considering her work-from-home schedule. We are happy to assist in finding an option that offers a quieter living experience.
  
  We understand there was some concern regarding the unit the resident toured virtually and the one she moved into. It is standard practice that virtual tours may show model units or similar floor plans, and we apologize if this was not made clear at the time. We are happy to review the details of her leasing process further and provide clarity where needed. We remain committed to ensuring our residents feel heard and supported. Our management team is available to meet with the resident directly to further discuss any remaining concerns and work toward a positive resolution.
  

  Sincerely,

  Focus Property Management 

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Although I agree with some of the response from the management company, they did give me an option to move into another unit and the noise ordinance guideline. but I found it as another inconvenience that I would have to pack up and rent a truck with no money assistance from the management. also I did suggest, if they could ask the neighbors to move or if we could have a sit down to talk (neighbors does not speak English). No one explained to me that the virtual video of the apartment that got me to sign on, would not be the same, once I moved in. I was given a suggestion to go else where when I work from home to work, if I wanted to go elsewhere I would go to my office building. The whole object of working from home is to work from your home. I'm being tortured in my place I supposedly call home because of communication and lack of common courtesy. I'm feeling like I'm the one causing trouble, when all I want is some peace. So, No, nothing has been resolved. Still the worst experience ever!!!!

  
  Regards,
  
  ******* ******-*********

• Initial Complaint

  Date:03/31/2025

  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.

  Issues from 01/01/2025 (date of move in). After repeated attempts to have a technician fix the issues in my apartment, they are three hours late with no communications. My bathroom door does not latch shut, my young daughters bedroom door doesn't latch, electrical outlets don't work, the electrical has a history of catching on fire, my front door is practically impossible to open and close, it's very easy to lock myself in my apartment on accident, my back door lock is faulty and sometimes impossible to lock/unlock.

  Business Response

  Date: 04/17/2025

  To whom this may concern, 
  

  Thank you for the opportunity to respond to the concerns raised by the resident. We take all health, safety, and habitability concerns seriously and appreciate the chance to clarify the actions taken and the status of each item referenced.

  This has been a prolonged and complex situation that our team has been actively involved in due to the residents repeated refusal to cooperate with reasonable maintenance scheduling and her ongoing verbal abuse directed at both our internal team and external vendors. Her conduct has escalated to the point that our licensed HVAC vendor has declined to return to the property, citing unprofessional and threatening treatment. On one occasion, we coordinated with the local police department for a standby to safely perform work, but the resident refused to schedule the appointment. Our maintenance technician has made multiple documented attempts over the past several months to coordinate service, but the resident has repeatedly failed to respond, allow access and or the disrespect has been too much to finish completing all that is necessary. 
  

  Despite these challenges, we have continued efforts to resolve concerns and communicate effectively as possible. We remain open to reasonable communication and will continue documenting all outreach efforts. While we strive to meet the expectations of all residents, mutual cooperation is essential to that process.
  

  This resident has chosen to vacate the premises at the end of April in which the lease will be terminated.

  Thank you, 

  Focus Property Management 

  
  

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have never refused any of their terms of repair and have proof of cooperation via text message. I never refused the police escorts as I have nothing to hide. 

  I have been in frequent contact with them with my maintence requests being submitted in December of 2024. 

  The last appointment for maintenance that was set was for 04/01/2025 at 8AM, nobody came. I was here all day. 

  I was threatened by *****, a technician with Focus, stating he would "find" me. I have not threatened anyone. 

  I received a message on 04/09/2025 stating there would be a pre inspection on 04/10/2025 between 8AM and 5PM, nobody showed. 

  They have failed to take accountability for these issues and the disorganization among staff is causing more of the issues than I am. 

  It takes me at least a minute to undo the deadbolt on my door. The other door, my door handle is broken and nearly impossible to latch from the inside. 

   

  They do not understand the gravity of the situation. I have almost had to call the fire department to get out of my apartment. 

   

  Their failure to maintain a safe environment has robbed me of normal use of my apartment. Not only have they abused my privacy, but their negligence poses a fire and safety risk.

  Regards,
  
  ********* *********

• Initial Complaint

  Date:02/19/2025

  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.

  I am writing to file a complaint regarding my ongoing issue with Focus Property Managment and their failure to provide adequate heating services. Despite multiple attempts to resolve the problem, I have been left without heat for several days at time, creating an unsafe and uncomfortable living situation. I have two children in the home, and the lack of heat poses a serious safety hazard to them, especially given the cold temperatures. I have contacted the company several times, yet the issue remains unresolved, and I have not received a satisfactory response or timeline for repair. This lack of service is unacceptable, particularly considering the health risks for my children. I am seeking immediate action to rectify this matter and ensure that I receive the service I am paying for.

  Business Response

  Date: 02/21/2025

  Dear *********, 
  

  Thank you for reaching out and bringing your concerns to our attention. At Focus Property Management, we strive to provide an unparalleled experience for all residents by ensuring their homes are safe and comfortable. We understand the importance of a properly functioning heating system, especially during colder months, and we sincerely apologize for any discomfort or frustration you have experienced. 
  

  Upon reviewing our records, we want to provide clarification regarding the heating service calls for your unit:
  January 22 First report of no heat at 12:12 PM. Our maintenance team responded, but permission to enter was marked as "no." The boiler was relit at 3:30 PM the same day.
  January 24 Second report of no heat at 2:24 PM. Again, permission to enter was marked as "no." The issue was addressed, though we do not have a specific completion date recorded.
  February 18 Third report of no heat. Permission to enter was again marked as "no." Given the ongoing access limitations, we will be issuing a 12-hour notice to complete necessary repairs to ensure the issue is fully resolved.
  

  Based on our communication history, it appears that you have requested to be present for all service calls. While we respect your preference, this has unfortunately contributed to delays in addressing the heating issues. 
  

  We truly value you as a resident and appreciate your cooperation in allowing us to resolve this matter efficiently. If you have any questions or would like to coordinate a specific time for entry, please contact our office at ************.
  

  Sincerely,
  Focus Property Management

• Initial Complaint

  Date:12/21/2024

  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.

  It is 12/21/2024 and on 12/19/2024 there was a snowstorm that went through the area. At the time of writing this the snow from the parking lot AND the SINGLE entryway into the lot has yet to be cleared of snow. While yes, the bare minimum of the sidewalks being clear was done the rest of the lot is full of a foot or more of snow. Residents, INCLUDING ELDERLY RESIDENTS, have to shovel the snow themselves for the first time in my 6 years of living here. We are paying extra money for yardwork yet literally every single business in ********** is fully cleared and there is zero reason why someone has not been here to clear the lot. If we are not going to get the lot cleared of snow why are we paying for it? Most of us do not have the proper snow removal equipment for this as in the past 6 years the owners were prompt and ensured the lot was cleared the next day.Focus property management has continued to disappoint in their service. Siding is smashed up, it took them over a year to half a** fix the massive potholes in the parking lot, and now the snow is just being left here for us to handle ourselves. Do the job we are paying rent for you to do Focus, otherwise, don't charge us the fee for yardwork upkeep if your not going to upkeep the lot!

  Business Response

  Date: 01/08/2025

  Thank you for reaching out and sharing your concerns regarding the recent snow removal at our property. We sincerely apologize for the inconvenience and frustration this situation has caused, especially given the importance of ensuring safe and accessible conditions for all residents, including our elderly community members.
  

  The snowstorms were significant, and we acknowledge that our response to clearing the parking lot and entryway did not meet the standards you have come to expect. Please know this is not reflective of the level of service we strive to provide. During the snow event, we faced several unforeseen challenges, including multiple trucks breaking down, which delayed the clearing of parking lots. Despite these setbacks, our team worked tirelessly for 2-3 days after the storm to address the issue, and we are happy to confirm that all areas in ********** have been cleared since Christmas Eve. We also made efforts to keep residents informed during this period and appreciate your understanding as we resolved this matter.
  

  Regarding the potholes, we understand the frustration caused by the delays. The initial work was not completed during the reseal process under former management. This year, we completed the repairs at our own expense and brought back the original company to reseal the lot, ensuring the work met our standards. The process was finalized in November. We also value your feedback on siding repairs and will follow up to ensure these concerns are addressed promptly.

  We value you as a resident and sincerely regret that this experience did not meet your expectations. If you have further questions or wish to discuss this matter directly, please do not hesitate to contact us at ************.
  Thank you for bringing these issues to our attention, and we appreciate your patience as we work to provide a better living experience for all residents.

  Sincerely, 

  Focus Property Management 

   

• Initial Complaint

  Date:11/06/2024

  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.

  On May 14, 2024 I made my first complaint with this company about snow removal as we pay a fee for this service included in our rent, no reply and 36 hours later someone showed up to finally plow our parking lot, I could not get out until this was done and management did not care nor reply to any of my phone calls or maintenance *********** ongoing issue started on August 11, 2024; I have been getting migraines due to the strong odor of marijuana smoke in our building. I have filed numerous complaints with management hoping they would address this issue. This issue has gone on to become a nuisance due to the odor and has begun to affect my health, giving me consistent migraines therefore making our apartment uninhabitable because of health concerns. Since my first complaint my husband and I have made many subsequent complaints On August 16, September 1, September 4, September 20, September 25, October 16, October 21, October 30, and November 1. We are told there is nothing they can do or given an excuse every now and then but most of the time we are COMPLETELY IGNORED. I completed a maintenance request on November 3, 2024 because the entrance door to our building is broken and a piece of metal from the top of the door fell and if I had not moved would have hit me in the head, the door swings open to the brick and I am concerned for the safety of our residents as well as myself as the glass could shatter at any moment and I was almost injured buy it. It is now November 6, 2024, and despite my husband and I both reporting this, calling, and leaving messages as to the urgency we have been ignored since November 3rd, no return calls, no Maintenance has come to fix it, and we believe this is completely unacceptable.Focus Property Management needs to be reminded of the state laws that protect tenants as well as being held accountable for the fees they charge for services they refuse to perform.

  Business Response

  Date: 11/14/2024

  Response to Complaint ID: ********

  Thank you for the opportunity to address this tenant's concerns. At Focus Property Management, we prioritize fulfilling our obligations under Wisconsin state law and strive to provide services responsibly and fairly.
  

  Snow Removal: Our property management team is dedicated to ensuring timely snow removal. Throughout the winter, we set clear expectations with our snow vendors to maintain consistent removal standards, and we communicate estimated timeframes to residents for when snow clearing will occur. However, during heavy snowfall, these time-frames can sometimes be delayed due to the volume and impact on the area. While we make every effort to keep the lot cleared for residents, our vendors may need to return to fully address high snowfall levels. We did not receive any specific emergency requests or unique circumstances that would have necessitated prioritizing this tenants situation, and delays in extreme conditions are not uncommon in multi-unit properties.
  

  Odor Complaints Related to Smoke: We have documented and responded to this tenants concerns regarding marijuana odors on multiple occasions. Addressing odors in a multi-tenant environment requires cooperation among all residents, and while we have communicated community standards to all tenants, our authority over personal activities within units is legally limited. We have advised this tenant on these limitations and suggested additional measures, such as air purifiers, to mitigate the impact of environmental factors. In each documented communicationAugust 16, September 1, September 4, September 20, September 25, October 16, October 21, October 30, and November 1our team responded promptly, provided updates via documented text messages, and dispatched on-site staff to address concerns directly. Following these communications, we initiated a thorough investigation to resolve the odor concerns. This included multiple unit inspections to identify the source of smoke, and we are actively working through legal and lease-related measures with the resident involved to eliminate smoking behavior. Additionally, we offered alternative accommodations to the tenant, including the option to transfer units or break their lease agreement penalty-free; neither option was selected.
  

  Building Entrance Door Repair: Upon receiving a maintenance request regarding a damaged entrance door, we promptly assigned it for repair. While we understand that safety concerns are critical, we assess maintenance priorities based on urgency and hazard level. In this case, the door issue was not determined to pose an immediate safety risk. Our team promptly contacted our vendor, who visited the property on November 8 to order the necessary parts for repair.
  

  We are committed to continually enhancing our communication and response processes to better serve our residents. 

  Sincerely, 

  Focus PM