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:09/11/2024

  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.

  Focus Property Management has violated at least 3 Wisconsin State Laws during my time of tenancy. 1.) They use bait and switch tactics. They do not allow any in person showings of their available apartments. The unit they rented me was not the unit in the pictures on the website and there was no disclaimer stating this was a different unit. In fact, the office assured me via phone that my unit was an upper unit-just like the pictures indicated. Instead, I arrived on move in day to discover my unit is a basement apartment that is more than half underground. There are no usable windows in the second bedroom-just an emergency escape hatch. I would have never agreed to sign a lease to live in a basement unit. As I write this today, they have my unit listed for rent-using pictures of a unit upstairs with no disclaimer stating this is not the actual unit for rent. 2) This unit, in fact this entire building is not habitable. There is a serious cockroach infestation. They have not provided a regularly scheduled treatment cycle to eradicate the cockroaches. They treat sporadically, and they do not follow the additional recommendations of the pest control company to actually eliminate the problem. They refuse to make repairs to leaking pipes or to fix my floors that have had water seeping up from them since I moved in. This is providing an excellent breeding ground for the cockroach infestation. They have refused to patch holes in walls that expose piping-again hindering the elimination of cockroaches. 3) Retaliation. They have refused to renew my lease because I have reported them to the health department as well as to the city building inspector. They have LIED to the health department about the actions theyve taken to eliminate the cockroaches and I can prove that too. They have continued to move new tenants in without informing them of the cockroach infestation-this is also against the law and I have shared this with the new tenants. Focus is breaking the law

  Business Response

  Date: 09/25/2024

  To whom this may concern,
  

  We appreciate the opportunity to respond to the complaint regarding the tenancy at 1227
  **************************** We take all tenant concerns seriously and strive to maintain a safe
  and comfortable living environment for all our residents. Below is our response to the specific
  claims made in the complaint.
  

  1. Viewings and Unit Location:
  ? The prospective tenant was informed prior to signing the lease that, due to
  company policies, physical showings were not available at the time, and virtual
  tours were offered as an alternative. We did not misrepresent the condition of the
  unit during these virtual tours. We utilize various marketing tools so prospective
  residents can get an idea of what and where they will be living. We post 3D
  renderings, virtual tours and walk-throughs, pictures of the unit and ability to
  measure sizing, square footage and even staged renderings for a visual of the
  space.
  ? We acknowledge that there may have been a misunderstanding regarding the
  unit's location. However, the tenant was provided with full details about the unit
  before their move-in, and there was no intent to mislead.
  

  2. Pest Control:
  ? Upon being notified of the presence of pests, we took immediate action by
  dispatching a professional pest control company to treat the exterior and
  common areas of the building. While the pest control treatment initially focused
  on the exterior, subsequent interior treatments were scheduled as needed, in
  accordance with industry standards.
  ? Through our communication with the ongoing pest treatments, checklists and
  requirements were sent out to all residents impacted by the pest issue. These
  checklists and requirements are needed to allow for the treatment to work and
  limit the amount of filth/ breeding area in which delays treatment.
  ? Our company follows proper protocols in dealing with infestations, including
  scheduling repeat treatments as necessary. However, as with any infestation,
  complete eradication requires cooperation from all tenants to maintain
  cleanliness and allow consistent access to all units for treatment
  ? Our property management company has a continued relationship with the Health
  Departments of cities in which we manage our apartment complexes. We have
  been in direct communication with them regarding this property and they know
  we have done everything that is possible to remove the pests from this building.
  They have applauded our efforts in what we are communicating and how we are
  addressing the issue.
  ? Our team also has a continued relationship with the Mayor of Neenah in which
  they appreciate what we have already done and continue to do to address this
  situation until it is resolved.
  

  3. Water Seepage:
  ? The tenant reported water seepage, and in response, we promptly sent
  maintenance staff to investigate. While our staff identified no active plumbing
  leaks, we understand that water seepage can be a complex issue, and further
  investigation is scheduled. We continue to work on identifying the source of the
  issue and will take the necessary steps to rectify it.
  

  4. Notice to Vacate:
  ? The tenant received a 28-day notice to vacate in accordance with state law. It is
  important to clarify that the decision to issue this notice was not retaliatory. The
  lease agreement allows for termination without cause, and this notice was served
  in compliance with legal requirements.
  

  In conclusion, while we acknowledge the tenant has raised some legitimate concerns, we
  believe we have acted promptly and appropriately within the scope of our legal obligations. We
  are committed to resolving any outstanding issues in a fair and timely manner, and we will
  continue to work with both the tenant and relevant authorities to ensure all concerns are
  addressed.
  

  Sincerely,
  Focus PM

• Initial Complaint

  Date:09/01/2024

  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.

  This is my third BBB complaint against Focus Property Management. They unsurprisingly danced around my first two complaints. I have been renting from them for over two years... not by choice by necessity. They sent me a letter outlining the lease renewal terms (I have an illness which requires me to be in the Appleton area for 12 months for treatment). The rent increase (in BOLD) stated a much lower amount than what it actually is after I went through the pages. I opted to not sign and continue as month to month as per the second option offered on this document (in Focus Property Management letterhead). This was a week ago. I then received several "You have a new document to review" emails from Focus. They are pulling my lease altogether and revoking my month to month option. I know this is because I as a consumer have been very vocal about the safety issues here including: a disgusting basement laundry area which has had at least three dead birds... a stove/ oven that caught on fire which was then replaced with a not new stove that had other people's food stuck in it... a thermostat that broke and had me living in a unit at 90 degrees for THREE DAYS... an AC unit which has been replaced but does not work well... a wasp nest I had to leave my apartment for. I was told verbally that I would be reimbursed for my out of pocket regarding the wasps. I haven't been compensated and the wasps are still there. Focus had no problems with me when I was literally taking pictures of the crimes happening under my unit. A few hours after I got the notice of nonrenwal I got a txt stating an inspector was coming the next morning. I work remotely and I have ***** rights as a health care provider. They pushed anyway and finally I had to rearrange my entire work schedule on Thursday for this inspector. This is a retaliation by Focus at me for speaking out. I do not feel safe here and I will be seeking damages for this whole experience.

• Initial Complaint

  Date:07/07/2024

  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.

  This is what you get from FPM!!! 2022 Told them I had two months to move from our house we sold. Was told excitedly OH! We are ready for you now!!!! We sold our home of 22 years and almost everything we owned.They actually told me I signed a 12mth lease Didnt offer us anything but a sorry. Oh I think they gave us a measly $100 lmao and a sorry!They dont know their properties!Asked M.R. ** they had storage and he said no, so my husband I bought $400 worth of totes and shelving for our extra stuff. We did finally find a storage with our apartment number on it but now we have to pay $20 a month for it! They will not fix washers and dryers! Theyve been down since before March!!!! They deleted maintenance requests.Was told this was a safe building.Its not!We have had homeless people sleeping in our laundry rooms.Said they were going to install cameras in the laundry rooms and never did.They have lied continuously! They tell you the same thing like a script.I got very sick and was sick for three weeks. I couldnt even help my husband move us in.They put us in a new place three weeks on the crappy side! Didnt try to make us hpy even though my husband talked to one of their maintenance men who said he could have had it done in a week but focus wouldnt let him Theyre only the management company.They have a leader! We even had to rehome our dog of 12 years! They allowed pets, but our upstairs neighbor lied and said our dog barked all day. I recorded him and it was an absolute lie! They didnt listen to me but they listened him. A dog hater This man came to our door just a few days after we moved in! Leaving harassing notes!FPM hascaused so much of an emotional toll on USHad to get on meds because of them! Got ESAmotto isHow can I make your life better today a joke its ALL about $ for them! read the reviews listen to the bad ones.theyre true! I heard they write their own good ones! Trust me!!!!!! Dont let them ruin your DREAM like they did to us! LIARS!!!!

• Initial Complaint

  Date:06/25/2024

  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 complained several times about smoking with no success. Advise was moving out due to smoking which was causing health issues. Rent has been paid with any additional fees and was update to date until 06/01 which rent was due again. Notified the facility and was told was going to be prorated. cleaned and left apartment immaculate. They are claiming I owe previous fees, plus entire rent. this is incorrect. they are charginging me even for ***** which all fees were paid. I should only be charges for prorated amount. I was not on a lease and I was month to month. They are threatening me with destroying my credit. They never updated anything in my apartment, never did anything. I do not owe that money. They are lying. I am including proof that all rent was up to date.

  Business Response

  Date: 07/25/2024

  To Whom It May ******************** am writing in response to complaint # ******** regarding her move-out charges and associated issues. As the landlord of the property in question, I would like to address each of the points raised and provide clarity on the situation.
  

  Health Concerns and Smoke Issues: On 5/8/24, ***************************** reported smoke issues in the building which were causing health concerns for her and her child. We take such complaints seriously and strive to maintain a healthy living environment for all our residents. After receiving the complaint, we conducted an investigation and took necessary steps to mitigate the issue and identify which unit the smoke was coming from. Our team completed daily walks of the common areas and conducted in-unit inspections for all units in that area. After communicating with the residents in the building and identifying who was responsible for smoking, we implemented consequences per the lease agreement.

  Unfortunately, it appears these measures did not meet ******************************* expectations, and she decided to vacate and abandon her unit.

  Lease Termination and Pro-Rated Rent: ***************************** notified us of her intention to move out and vacated the apartment on 06/08. As per our records, she was on a month-to-month lease. According to the lease agreement and state statute, she was required to provide us with a 30-day notice to vacate. This would necessitate payment for the full month of June.
  

  Condition of the Apartment: An inspection was conducted after ***************************** moved out, and the apartment was found in decent condition. Our move-out team did not deduct any additional charges, although cleaning was needed throughout. The only charges that ***************************** incurred and shown within her disposition letter were her final utility charges and past due rent.
  

  Credit Reporting: We understand ******************************* concern about potential credit reporting. Our team is available to resolve this issue prior to this account moving to collections.
  Our goal is to ensure a fair and accurate resolution for all parties involved. Please contact our office directly at ************** to discuss any further details.
  

  Sincerely,
  Focus PM

• Initial Complaint

  Date:06/12/2024

  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.

  I began renting an apartment from Focus Property Management starting on 03/01/24. In mid-April, I started to see cockroaches, but were unsure what they were. I figured that because of it being spring, bugs were coming out. I got notification that the property management would be spraying for roaches on 05/07/24 and I figured out what the bugs were. I filed a complaint to them on May 21 stating that the roaches were worse since they sprayed and something needed to be done. I was told I needed to be clean, but I already am very clean. I was also told to wait 21 days from the spray (May 28). I complained again on May 23 because I found them in my shower, my kitchen, my coffee pot, etc. A maintenance person came to look at my unit and stated I was very clean and was going to look at the units on each side of me. I did not get a follow up on this. May 29th the property sprayed again, but the problem still hasnt been resolved. I requested to break lease because I feel the apartment is uninhabitable but management has charged me $400 to break lease and stated I will possibly be paying three more months of rent ****** July, Aug) though I am vacating asap. The management is FAILING to take care of the problem causing me to leave, not by choice. I would like my $400 break lease fee refunded, my security deposit back, and April, May, and June's rent. I don't need March's due to the issue not effecting that month. I've attempted to communicate this information to them but they fail to respond. I also want to mention the roaches causing problems with my asthma and allergies. When attempting to get a new apartment, those management companies contacted Focus to talk about the break lease which Focus told those managements I have roaches, but did not talk about me making my payments on time or anything in that manner. I have asked them to stop. I now I have to get a storage unit to store things while I find a place to live.

  Business Response

  Date: 07/10/2024

  To whom this may concern:
  

  Upon this resident moving in there was no knowledge of roaches infecting this unit. Our team
  had this unit professionally cleaned prior to this resident moving in. Specifically at this
  community we have a dedicated cleaning vendor that takes care of all common spaces weekly
  to ensure that this community is safe and clean for all residents that reside there. Once we were
  made aware of the ***** issue, our team diligently contacted our professional pest vendor to
  address the issue.
  

  We want to assure you that we take pest control very seriously and have been working diligently
  with a professional pest control company to address the cockroach issue. Here are the steps we
  have taken so far and the actions we plan to take moving forward:
  

  1. Initial Spraying: On May 7, a licensed pest control company treated your apartment for
  cockroaches as there was a report of them being seen in the common area.. This
  treatment is designed to be effective over time, with the chemicals becoming more
  potent as days pass. We apologize if this was not clearly communicated initially. The
  checklist from our professional vendor was attached to the initial email sent on 4/29/24.
  

  2. Follow-Up Inspection: On May 22, after receiving your call, our maintenance team
  visited your apartment to inspect the situation. They confirmed that your apartment is
  clean and suggested that the infestation might be originating from adjacent units. We are
  currently working to address this issue building-wide to ensure a comprehensive
  solution. During these treatments the entire hallway of the common area had been
  treated so we can identify the root of the issue and where the bugs were coming from.
  

  3. Health Concerns: We understand your concerns regarding the health effects of the
  chemicals used. We take these concerns seriously and have contacted our pest control
  provider to use the safest possible treatment options. Not being in the unit 4 hours after
  treatment is recommended along with following the checklist that was provided for the
  best results after treatment.
  

  4. Continuous Monitoring and Treatment: Despite the challenges, we are committed to
  eradicating the cockroach issue. We have scheduled a follow-up treatment on May 29.
  We understand your reluctance due to health concerns, and we have worked with you to
  find a solution that minimizes health risks while effectively treating the infestation. Not
  allowing us to treat the units affected, prolongs the treatment process.
  

  Regarding your lease and the possibility of moving to another apartment we have had multiple
  conversations with options you were able to choose from to break your lease agreement. Focus
  wants to ensure all residents enjoy where they live and want to provide solutions that
  accommodate all situations. Per our notes, our team has allowed you to break your lease
  agreement penalty free due to these circumstances and you have already vacated the
  apartment on 6/20/24.
  

  Sincerely,
  

  Focus Property Management

• Initial Complaint

  Date:05/30/2024

  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.

  I moved in in March of 2024 to the Apple ******* apartments it has roaches the neighbors children are outside until all hours unsupervised and screaming and throwing rocks at cars the property is dirty the apartments are poorly remodeled and the company refuses to fix any complaints my sliding door lock is broken and has been since the day I moved in and still has niy been fixed

• Initial Complaint

  Date:05/21/2024

  Type:Product 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 properly management intentionally used the wrong address in legal filings to steal my belongings and my money.

• Initial Complaint

  Date:05/03/2024

  Type:Order 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.

  Paid $838 for securtiy deposit. Up moving out, the entire apartment would be gutted and totally remodeled. Therefore cleaning was not needed upon move out. They charged $300 for cleaning things that were removed from the apartment. They also charged for 2 months worth of gas and water which is paid with rent at the beginning of each month. They had charges, followed by final charges and multiple fees. The only legitimate charge was for bulk item/garbage removal for $175. This place has been completely run down for years with multiple issues regarding no heat in winter to the heat still being turned on in summer with no way for us to control any of it. We asked multiple times to have this fixed to no avail. This company raised the rent by $50 each month, which i suppose is not a crime, but they were near impossible to contact with questions or problems and not helpful when they were reached. Now they want to illegally charge for things that have already been paid or things that never happened. I believe they owe for those items that have been done or never happened. They can take the $175 for bulk item/garbage removal but the rest are completely bogus.

• Initial Complaint

  Date:04/29/2024

  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.

  These people moved in under my unit in December and have been running an illegal business. I've attempted to work with Focus on this. I have sent them dozens of pictures of this activity. They have done nothing. This neighbor threatened me and still they do nothing. I want my rent money back this is very dangerous

• Initial Complaint

  Date:04/10/2024

  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 would like a credit for the illegally charged utilities, I have not received any calls back. Nothing at all changed in my lease and ********************************* would call monthly and get them removed. I am disgusted with this place. We can also go ahead and file criminal charges, of which I have verified have credibility. If you refuse to tell me what i am paying for this is illegal and we can go about this in a few ways. I'm tired of the harassment, the refusal to accommodate in any way, the dishonesty, the lack of accountability, the way you call and nothing ever gets done and no one seems to know anything. I look forward to a large billing adjustment and to move on with my life, you may just mail a check. Thanks for the accountability.