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: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.

  
  

• Initial Complaint

  Date:06/03/2023

  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.

  There are bugs at every entrance. My neighbors and I have asked Focus Property multiple times and in many ways to please control the situation. We can't walk in or out of any entrance without this SWARM . ITS disgusting and unhealthy. There are diabetic children in this building and elderly as well. Last we heard was that Focus does not handle that.

  Business Response

  Date: 06/13/2023

  This is in response to case 20140850:
  

  
  Focus believes in providing world-class standards so that all of our residents can be proud of where they call home. One of our team's focus is ensuring all of our communities are properly lighted so that our residents can feel safe and secure during the night. As such, our team has been working to install brand-new LED light fixtures on the outside of our buildings. 
  
  Unfortunately, with the warmer months in *********, bugs do become a part of our day-to-day lives. Focus does have plans in the near future to install more lights away from the building for further safety and security. This should disperse any of the bugs drawn by the new lights. 
  
  Our team will continue to monitor the situation and take further action if necessary.

   

  Sincerely, 

  Focus

  Customer Answer

  Date: 06/14/2023

  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 bug bites just from taking my trash out.  The bugs also have been coming in through my AC unit.   I request a full rent refund for the month of May and a refund pro-rated for the remainder of my month to month agreement. Lastly I will be expecting no pushback when I find better apartment and will not be adhering to the 60 day notice which is unlawful when a tenant has fulfilled a 12 month lease prior.  If any dollars are deducted from my security deposit I will ne aggressively fighting that as well.  Focus I am not your typical passive tenant and I am not afraid to pursue my legal rights.  
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/20/2023

  This is in response to case 20140850:
  
  
  As stated, Focus believes in providing world-class standards so that all of our residents can be proud of where they call home. As safety and security is one of our top priorities for all of our properties, our team works to ensure all of our communities are adequately lit inside and outside of the building(s). To meet this standard, our team has been working to install brand-new LED light fixtures on the outside of our buildings to illuminates parking lots, exterior entrances/ walkways and common areas for all times of the day and night. 
  
  
  Unfortunately, due to the warm weather, bugs do become part of our day-to-day lives and are attracted to light. We will be installing more lights away from the building for further safety and security, which should help disperse the bugs drawn to the lights on the building. As we have continued to monitor this situation, we do have plans to have the building professionally sprayed to help with any concerns.
  
  
  Focus does have a written 60-day notice policy which all residents looking to vacate must abide by whether they are in a lease or month-to-month. This 60-day notice must also be two full calendar months. The 60-day notice policy is outlined in sections 1.6 and **** in the lease which this resident did sign. This policy is also reiterated in all rent renewal letters which this resident was both mailed and emailed. Upon vacating the unit, our team will complete a move out inspection and will deduct reasonable charges if applicable besides normal wear and tear. This is a normal and common practice among many property management companies. 

   

  Sincerely, 

  Focus Property Management

  Customer Answer

  Date: 06/22/2023

   This is the letter I received from Focus when my lease was coming up for renewal.   Because of the ongoing safety concerns here at 1225  Doctors Drive and the insane rent they are trying to procure for this old and rundown building I opted for the month to month instead of signing another 12 month lease.  Nowhere in this letter is the opportunity for a renter to sign off with a signature agreeing to  60 day notice.  An agreement of that nature is not enforceable without a signature.   Moreover... several of my former neighbors were able to give a 30 day notice of vacating on a month to month.  I can provide names and contact information.   Focus preys on people who don't have other options.   I do.  Waive the 60 day vacate addendum and I'll give the proper and legal 30 day notice to vacate.  If not I'll continue to reject this resolution.   

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

• Initial Complaint

  Date:05/16/2023

  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.

  they told me they would help get rid of roommate that not on the lease instead they gave $1,000 fine for lease violation day after they gave me 45day eviction notice. The previous management company know she was here.before they dump the property

  Business Response

  Date: 05/24/2023

  This is in response to case 20067863

  
  Focus believes in providing an unparalleled experience to all of our residents. This includes ensuring our residents feel comfortable and safe in their homes. Any concerns brought to our attention are taken seriously and addressed immediately by our team.

  
  At this particular property, the bathroom is shared between units. We were notified of a woman who was not on the lease but living with this resident locking herself in the shared bathroom for several hours at a time with the suspicion of doing illegal activity, preventing access to the neighboring unit. When we contacted this resident about this concern, he stated that the woman had been homeless but staying with him for some time now and had never been added to his lease. 

  
  This resident then asked for our teams help to remove this woman from his unit. He was informed that, since she was not on his lease, he would need to contact local law enforcement to have her removed from the premises.

  
  Due to this resident allowing a squatter to reside in his unit along with having suspicions of illegal activity happening, we must move forward with consequences and the legal notice to terminate his residency as he is in breach of his lease agreement.
  

  
  

  Customer Answer

  Date: 05/27/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *****************

• Initial Complaint

  Date:05/09/2023

  Type:Order 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.

  I provided Focus Property Management (*****************) 2 months notice for ending my lease with them. My lease began on June 3, 2022, and was to end on May 25, 2023. These are the dates written in my lease, and the dates communicated to me when I filed to end my lease.On May 1st, the date when I auto-pay my outstanding balance, I was charged for the whole month (May 3-June 3). I called to challenge this, saying that I should be refunded for the 8 days I paid for (May 26-June 3) that I won't be living there, as defined by my signed lease. The leasing office person who I was put in contact with, *****, told me that they have a strict policy of not providing pro-rated reimbursements, and they make no exceptions. The only consolation they provided was that they could extend my lease to May 31st.At this point, I've planned on moving out on the 25th for 2 months, and made arrangements with U-Haul and my new apt management company to move in early enough such that I wouldn't have a period of homelessness (considering most other leases begin the 1st of the month). So, it would now be useless to have them extend the lease - in essence, they are now trying to provide a "service" for something I didn't pay for in the first place.All in all, Focus Property Management charged me an incorrect/overcharged balance, received payment for that balance through auto-pay, and will not refund me for the amount equal to that overpayment. This overpayment can be quantified simply, by taking the monthly rent, and proportioning it per the days of the month I'm not allowed to be there per my signed lease: $978 (monthly charges) * (8 days not included in lease / 31 days paid for) = $252. I would appreciate any action that could help me get refunded the $250 that's owed to me from Focus Properties. I believe the stance they have taken is illegal and dishonest, and in direct violation of the Lease I have signed with them.Please see the Lease attached, and thanks in advance!

  Business Response

  Date: 05/18/2023

  This is in response to case: 20038891

  
  Focus believes in being transparent with all of our residents. We do require a written, 60-day notice to vacate, and the notice to vacate must be two full calendar months. This is outlined throughout our lease as well as in any rent renewals that are sent out to residents. 

  
  All residents are able to submit their notice to vacate via mail, email, or through their online portal. Residents have the option to choose a move-out date between the 25th to the end of each month. This resident submitted his notice through his online portal with the desired move-out date of 05/25/2023. 

  
  Our move-out department did speak with this resident about his concerns. As he chose to have his move-out date of 05/25/2023, our team member did offer to shift his move-out date for the end of the month. The resident stated he wanted to keep his move-out date of 05/25/2023. 

  
  All rent payments are for the period of the first of the month to the last of the month. This residents final rent payment would cover up until 05/31/23 not to 06/03/23. As such, our company cannot refund him for something he did not pay for. 

  
  A credit of $168.47 has been added to this residents account. All credits remaining on a residents account upon move-out will be included with the security deposit return. 
  
  Sincerely, 
  Focus
  

  
  

  Customer Answer

  Date: 05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I really appreciate the understanding and prompt remediation of the situation.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  Date:04/01/2023

  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.

  This place is a criminally minded organization, ruthless in their pursuit of fines and unwarranted charges at the expense of individuals with bad credit and living in poverty. They purposely rent to people who cant find a unit anywhere else due to poor history, legal issues, or credit so that they can get away with murder knowing their tenants have no where else to go. The property is run down and they think by replacing a few doors and repaving a parking lot they can raise rent and add more fees. Meanwhile the units themselves are dilapidated and in bad need of repair. My ceiling was literally draining and pouring water from a busted pipe above me and it took them 3 days to address it. They only came once I threatened to contact the city. The storage units flood, and many of my belongings sustained water damage, and then to add insult to injury, they told me I had to empty my storage unit or Id be charged a $100 fine. Now I see according to the new lease they want people to sign, its because starting in June theyll begin charging tenants $25/mo. if they want to use the designated storage unit assigned to each apartment. Do not rent from this unethical, greedy excuse for a company. They do not give tours of their units. They have an excuse for every complaint on here. That should say something about what their trying to hide.I have one month left on my lease and I can guarantee they wont be giving me my deposit back. Theyll find a reason to keep it, even if the apartment is in pristine shape.

  Business Response

  Date: 04/07/2023

  At Focus, we believe in full transparency. Thats why we are upfront with any and all applicants that we do not do any in-person tours of our units due to the safety and privacy of our residents. We do provide pictures and virtual tours online, and we have leasing agents available to answer any questions an applicant may have about the unit they are interested in. We also hold our applicants to a high standard in which we require our applicants to have a 600 credit score and three times the rent in monthly income to be approved. If they dont meet these criteria, they will be required to have a cosigner. 

  
  All of the units that we rent are fully renovated. At this particular property, we have also invested a significant amount of money in updating all of the common areas, windows, and doors. The revamped common areas include new LVP flooring, fresh paint, and updated LED lighting. All of these updates were done so our residents could be even more proud of the community they call home. 

  
  Some of our communities do offer storage units in the buildings. We found that many of our residents were not utilizing those storage units while others were looking for extra storage. As such, our team decided to fit our residents' needs best, we would make storage units rentable items. That way, residents who were looking for extra storage would be able to utilize the available storage space. To rent a storage unit, it would only be $19.99 a month. This resident was notified of this policy update in his rent renewal letter which was sent to him om 3/30/23 and set to go into effect on 6/01/23. This resident was asked to remove items that were outside of his storage unit.

  
  We have also had to fine this resident for having unauthorized pets in his unit. These pets were discovered as we had received multiple calls from neighbors about the dog being left in this residents unit for long periods of time while the resident was not home. We have also had several complaints about this resident not picking up after his dog. This residents lease clearly states that Focus does not allow unauthorized pets in units. If a resident is interested in adding a pet to their lease, they will have to pay a move-in fee as well as monthly pet rent. 

  
  As stated, Focus believes in complete transparency. All of our policies are outlined in our lease as well as reiterated in our rent renewals. We did receive an improper notice to vacate from this resident stating he could no longer afford the unit due to loss of employment. 
  

  
  

  Customer Answer

  Date: 04/07/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/01/2023

  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 cosigned a lease for an apartment managed by Focus Property that my now-husband moved into on May 1, 2022. They refused to give us an in-person tour and said the virtual tours on their website were very accurate. When signing the lease, they required us to meet them at their office and not at the property, and would not give us the keys until the lease was signed. The apartment was in much poorer condition than pictured on their site. In the fall of 2022, my husband came home to water pouring through the light fixture of his dining room ceiling. He got no answer when calling the landlord repeatedly and his calls were never returned. They didn't show up until we threatened to call the utility company, and they showed up unannounced. A storage until in the basement came with the unit; it often leaks down there. A few weeks ago we were informed that they were doing away with the units and we had to get all our stuff out or be fined. Inconveniently, that same weekend they had men in there painting the stair railings, making it difficult to move stuff out. We were also slapped with a $500 fine for having "unregistered" pets, even tho the lease allowed pets and stated nothing about registering them. Lastly, we notified the company on the phone and in an email two months prior to moving out that he would not be renewing his lease; we were informed just a few days ago that because we did not provide a written notice that we will be charged another month's rent. Why couldn't someone have told us this when we talked to them on the phone? This company has no issues calling you constantly when they are making changes or want money, but they never return your calls. I imagine they'll find a reason to not give us our security deposit back. This company is incredibly unethical and takes advantage of people with poor credit. I really don't understand how they're still in business.

  Business Response

  Date: 04/07/2023

  At Focus, we believe in full transparency. Thats why we are upfront with any and all applicants that we do not do any in-person tours of our units due to the safety and privacy of our residents. We do provide pictures and virtual tours online, and we have leasing agents available to answer any questions an applicant may have about the unit they are interested in. Since we have properties across several cities in the Fox Valley, all of our move-ins are done in person at our offices in ********.

  
  All of the units that we rent are fully renovated. At this particular property, we have also invested a significant amount of money in updating all of the common areas, windows, and doors. The revamped common areas include new LVP flooring, fresh paint, and updated LED lighting. All of these updates were done so our residents could be even more proud of the community they call home. 

  
  Many of our communities do offer storage units in the buildings, whether that be in the basement or hallways. We found that many of our residents were not utilizing those storage units while others were looking for extra storage. As such, our team decided to fit our residents' needs best, we would make storage units rentable items. That way, residents who were looking for extra storage would be able to utilize the available storage space. This resident was asked to remove items that were outside of his storage unit. We do have a text message from this resident stating that he was unable to move the items from in front of his storage unit, not because of the work we were doing in the common areas, but due to him being out of the state. This resident was notified of this policy update in his rent renewal letter which was sent to him om 3/30/23 and set to go into affect on 6/01/23. 

  
  While Focus is a pet-friendly property management company, we do not allow any unauthorized pets on our properties. This is outlined several times in his lease, which both the resident and the co-signer signed. Per this residents lease, it states that a resident will be fined $1,000 for any unauthorized pet found in their unit. 
  Our notice to vacate policy is also stated several times throughout the residents lease as well as in the rent renewal letter. Focus does require a written 60-day notice, and it must be for two full calendar months. This resident submitted an improper notice to vacate as it was not submitted for two full calendar months. 

  
  As stated, Focus believes in complete transparency. All of our policies are outlined in our lease as well as reiterated in our rent renewals. We also have a dedicated staff available during office hours to answer any questions residents might have about our policies. 
  

  
  

• Initial Complaint

  Date:03/13/2023

  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.

  Focus Property bought former ****** Place apartments in ******* **, at that time March 25 received letters of eviction with only 28 day notice.recently they have sent me e-mails indicating that I approximately $2800 dollars for expenses they incurred during their "remodel" of apartments.Then I was given the right to stay until my lease was ending October 31 2022. I left the residence on October 31, 2022 and left my key behind. The company paid the utility bill for the month and therefor did not have to refund any security deposit, I made no challenge for any return of security deposit because by my own admittance the property was not deposit refundable condition. Several items that were listed were dumpster rental, employee salaries, residence abandonment for December 2022.Never left property, was working full time and paying rent on time.There was not any signing of any lease agreement with Focus and all expenses incurred are theirs and should be treated as such.Currently they are threatening with collections of above said amount.I have tried to communicate with them after purchasing property it is theirs and any changes to the property is their expense not the former tenant(s).Thank You

  Business Response

  Date: 03/21/2023

  This is in response to complaint: 19581387
  After abandoning their unit, this resident received a disposition letter via email and mail. This disposition letter outlines the residents security deposit and any charges that were added to the account after vacating the unit. The charges on this residents disposition letter includes broken blinds, bulk item removal (desk, computer chair, two dressers, and mattresses) as well as over ten bags of garbage needing to be removed from the unit. All of this led to several hours of cleaning, which the resident is charged for as the unit is required to be empty and cleaned when they vacate a unit. 
  This is all documented, in pictures, in their move-out inspection done by our team. As it is the residents responsibility to ensure that the unit is left empty and clean when they vacate, they are charged for the removal of the items and any cleaning our team has to do on their behalf. 
  If this resident wishes to set up a payment plan to pay the balance still owed, he will have to call us at *************.
  
  

• Initial Complaint

  Date:01/11/2023

  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 have been living in an apartment complex managed by Focus Property Management since August 2022. I have been without hot water in my apartment for 5 days now since 1/6/2023. The company refuses to treat this as an emergency despite us being in ********* in the middle of winter with freezing cold temperatures. I have called the management office multiple times and have been met without empathy, understanding, or any concern for their tenant's wellbeing. They have begun to ignore my calls. They expect me to continue to live with freezing cold water. The only solution they have proposed is to wait longer without even giving me a definitive timeline to fix the issue. They refuse to offer other solutions such as providing a hotel room or even a key to an unoccupied unit to at least allow me to shower in while my apartment is being fixed. Aside from this issue, I have also put in other maintenance requests to fix windows without screens and drawers without sliding tracks. Both of these issues have been this way since I moved into the apartment. I requested maintenance for these on 12/5/2022 and still they have not been resolved.

  Business Response

  Date: 01/19/2023

  This is in response to case: 18718538

  
  Focus Property Management prides itself on providing a higher level of service to all of our residents. This includes responding to maintenance requests within 24-hrs and resolving those requests within 48-hrs. Unfortunately, if parts need to be ordered, or a separate vendor is contacted, we are not always able to resolve requests within that time frame. When this happens, our team makes sure that our resident is aware of why there is a delay in their request being completed. 

  
  This resident reached out on 1/09/23 about her hot water not working. She also submitted a maintenance request. As soon as possible, our maintenance team got in contact with her and a service technician was scheduled to look into the issue further. Unfortunately, it was discovered that the entire hot water heater needed to be replaced. Our team kept this resident up to date when the water heater was being replaced. 

  
  The hot water heater was replaced on 1/12/23. 

  
  Focus Property Management appreciates all feedback given to us. We do apologize that it took longer for the concern to be resolved as we had to replace the water heater. Our team will also be looking into her other concerns to make sure they are resolved as soon as possible. If this resident has further concerns, she can call our office at *************. Our team would be more than happy to help her with them!

• Initial Complaint

  Date:01/10/2023

  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 have been having issues with hot water not being available to our entire complex, and are hearing that the surrounding complexes are having the same problem. Hot water has not been available on the following dates: 12/08/22, 12/26/22, 01/04/23, 01/09/23, 01/10/23. Typically the issue is resolved the following day. For example, the hot water being out on 12/8 was fixed by 12/9. We are two days in a row now. No showering, no dishes, no proper hand washing, etc. My husband is filthy by the time he gets home from work, which means we have been needing to travel to our closest family members home to shower, which is an hour away. We also have a three month old baby, and hot water is an everyday, all day use. We have been having to boil water in order to properly sanitize his bottles. Not the end of the world, but major inconvenience. When my husband called today to see when it would be fixed, the man hung up on him. They are impossible to get ahold of, and never call you back, even if you leave a voicemail. The automatic voicemail tells us to call the emergency number, but if the call is not deemed an emergency, we will be charge a $50 fee. We're not sure where to go from here or who to talk to, but all of us tenants should be able to at least get what we pay for.

  Business Response

  Date: 01/19/2023

  This is in response to case: 18718538
  Focus Property Management prides itself on providing a higher level of service to all of our residents. This includes responding to maintenance requests within 24-hrs and resolving those requests within 48-hrs. Unfortunately, if parts need to be ordered, or a separate vendor is contacted, we are not always able to resolve requests within that time frame. When this happens, our team makes sure that our resident is aware of why there is a delay in their request being completed. 

  
  Our team became aware of the hot water heater having issues on 1/10/23 and once our team was aware of the situation, we contacted the building to keep our residents up to date. Unfortunately, it was discovered that a part needed to be ordered for the hot water heater to begin working again. Our team kept the residents up-to-date on what was going on and that we were going to troubleshoot the issue in the meantime. 

  
  The hot water heater was running properly by 1/12/23. 

  
  Focus PM does have an emergency line to call, for both our North and South territories, if they are experiencing an emergency. Emergencies include fires, major leaks, sudden loss of heat, and loss of hot water. Many times, we also give out warnings before a resident is fined if they do call the emergency line for a non-emergency. 

  
  Focus Property Management appreciates all feedback given to us. We do apologize that it took longer for the concern to be resolved as we were waiting to receive the part for the hot water heater. If this resident has further concerns, she can call our office at *************. Our team would be more than happy to help her with them!