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: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.

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service 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.

  The dryer unit in the laundry area downstairs has caught fire/been smoking several times. The unit still sits in the laundry unit. The dryer poses serious health and safety concerns. Especially to my 5 month old daughter. The water heater has went out twice in the last two weeks. This resulted as having no heat as well since our heat is hot water heat. I called them three times and left a voicemail once. They did not get back to me. I then emailed. They did not get back to me through that either. So today I called and they answered I spoke with the main office worker, the maintenance office worker, along with the manager of the maintenance branch. They said they do not reimburse based on inconveniences. But this is more than an inconvenience. The same issues have been happening on more than one occasion.

  Business Response

  Date: 03/15/2024

  See attached

• Initial Complaint

  Date:12/19/2023

  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.

  Focus Property Management has continually ignored my reports and requests for communication. My first report was on November 25th, 2023 about a man sleeping in the basement laundry area and the main entrance door being broken, rendering the lock useless. I submitted a maintenance request through the online portal and messaged the company text line. I received a generic response quoting the company mission; speed and exceptional service. On December 3rd I messaged the line again, including pictures showing people were living in the basement. I called the emergency number listed in Focus' after hours voicemail at 8:30PM to report a man loitering in the hallway for several hours, the line was not answered and the voicemail box was full. I called the main line again and selected a manager's voicemail box instead and left a message with ********* at 9:13PM. On December 4th at 9:45PM I called the emergency number again because the carbon monoxide detectors were blaring, no answer on the line or response from management yet. Fire and Rescue evacuated all residents and fixed a dryer vent in the basement that had been disconnected. I also messaged the text line alerting management to the issue of their emergency line not working. I gave written notice through the text line I would be withholding a portion of my $975 rent until the issues were fixed. Friday, 12/7 the main entrance was fixed and an employee texted back apologizing for my experience. I demanded a call or meeting with someone to discuss my concerns as it had taken two weeks and multiple emergencies to get a door latch fixed. **** from Focus called me on December 8th and agreed to meet with me in person on Friday December 15th at 9:30AM. 12/14 I arrived home to police searching another unit in my building, they asked me if I was able to contact management as they could not get ahold of anyone and had broken in a door. I called the emergency number for management, no answer. **** did not show up for our meeting.

  Customer Answer

  Date: 01/10/2024

  Focus Property Managements legal team has arrived at a settlement with myself. They have agreed to terminate my lease with the return of my security deposit and reduced rent for the two months I had issues. This complaint has been resolved amicably.