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:12/19/2022

  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 this place October 7th and I have safety concerns. The patio door don't lock and they have yet to try and fix it. One of the bathroom windows don't have a lock on it so my kids sleeps up there. I have put in request for it to be fix no one has come to do so. They have a rental portal that we have to use for maintenance request and I put it in and they would go in there and say complete but it's not no one came here and fixed nothing. I then put the same request in about 3 times now and still nothing. I called they are rude to me one lady told me I could move like I have the place and money to do that is there anyway I could some help or direction to some help.

  Business Response

  Date: 12/22/2022

  Focus Property Management prides itself on providing a higher level of service to all of our residents. When it comes to maintenance requests, we do ask that all requests be submitted through the online portal so that a technician can be scheduled right away. Once a maintenance request is submitted, the issue should be resolved within 48 hours if an outside vendor does not need to be contacted. 

  
  On 10/7/22, this resident submitted a maintenance request about the patio lock not working. A vendor was contacted to fix the lock and marked the request as complete. We did not receive another maintenance request for the patio lock until 12/17/22. 

  
  On 12/21/22, one of our team members went to the unit to fix the lock on the sliding door. When she arrived, she found that the lock was operational and that the resident also had a wooden dowel in place as extra security.

  
  That same team member also took measurements of the bathroom window. The lock was not broken on the window but is older and takes a considerable effort to close. Our team member then contacted a vendor to repair or replace the window, depending on the vendors assessment. 

  
  Focus is working diligently to resolve these concerns in a timely manner for this resident. If she does have any additional questions or concerns, she can contact our office at *************.
  

  
  

• Initial Complaint

  Date:11/15/2022

  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.

  After moving out from a rental property owned by Focus Properties, I was denied the return of my deposit within the 21 day deadline as dictated by my lease and the state. When I finally received the deposit on August 24th, Focus Properties took $150 out, stating that I had taken a wifi router when I left, which I did not. The wifi was never installed in my apartment, and I tried explaining this numerous times to the company, but they refused to listen, stating that since the wifi router was not present when they did their walkthrough, I would be charged for it. The wifi router was not present when I moved in to the property, nor when I moved out, and is not mentioned in the lease that I signed. I provided my own wifi for the duration of my rental. This is not the first issue I have had with this company, and I want them to be held responsible for trying to take advantage of people. I also do not wish to be contacted by Focus Properties as this issue has caused me a lot of pain and anxiety. I have attached a copy of my lease, the companys explanation of the refund, and an image from my bank showing the late return of my deposit.

  Business Response

  Date: 11/22/2022

  This is in response to complaint: 18406941

  
  Focus Property Management prides itself on providing a higher level of service to all of our residents. This includes issuing security deposit refunds in a timely manner as well as aiding residents with any questions they might have about those security deposit refunds. 

  
  This resident was sent her security deposit refund on 08/18/2022. Attached is proof of when that refund happened.

  
  Focus PM has looked further into this refund to see what the discrepancies were. The move-out inspection form for this residents unit did state that no router was found upon inspection. This particular property does have WiFi wired into the units which includes a router that should remain in the unit upon a resident moving out. Upon contacting the internet provider, their customer support specialist was able to notify us that the internet is currently running in this unit and at no point was a service technician sent out to replace a router. 

  
  As such, our team has issued a refund of $125 that was taken from the residents security deposit. A member of our team has also notified this resident that this refund was being processed and sent to her via mail.
  

  
  

• Initial Complaint

  Date:11/14/2022

  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.

  After moving out from a rental property owned by Focus Properties, I was denied the return of my deposit within the 21 day deadline as dictated by my lease and the state. When I finally received the deposit on August 24th, Focus Properties took $150 out, stating that I had taken a wifi router when I left, which I did not. The wifi was never installed in my apartment, and I tried explaining this numerous times to the company, but they refused to listen, stating that since the wifi router was not present when they did their walkthrough, I would be charged for it. The wifi router was not present when I moved in to the property, nor when I moved out, and is not mentioned in the lease that I signed. I provided my own wifi for the duration of my rental. This is not the first issue I have had with this company, and I want them to be held responsible for trying to take advantage of people. I also do not wish to be contacted by Focus Properties as this issue has caused me a lot of pain and anxiety. I have attached a copy of my lease, the companys explanation of the refund, and an image from my bank showing the late return of my deposit.

  Business Response

  Date: 11/22/2022

  This is in response to complaint: 18400497

  
  Focus Property Management prides itself on providing a higher level of service to all of our residents. This includes issuing security deposit refunds in a timely manner as well as aiding residents with any questions they might have about those security deposit refunds. 

  
  This resident was sent her security deposit refund on 08/18/2022. Attached is proof of when that refund happened. 

  
  Focus PM has looked further into this refund to see what the discrepancies were. The move-out inspection form for this residents unit did state that no router was found upon inspection. This particular property does have WiFi wired into the units which includes a router that should remain in the unit upon a resident moving out. Upon contacting the internet provider, their customer support specialist was able to notify us that the internet is currently running in this unit and at no point was a service technician sent out to replace a router. 

  
  As such, our team has issued a refund of $125 that was taken from the residents security deposit. A member of our team has also notified this resident that this refund was being processed and sent to her via mail.
  

  
  

• Initial Complaint

  Date:10/29/2022

  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 out of my apartment on Sept. 30, 2022. My lease was up on the 30th. I was aware that when I moved out they would be gutting my apartment and renovating it. I asked them if it was necessary for me to have the carpets cleaned as they would be tearing it out and was told that it would be in my best interest to follow the check out procedures if I wanted my security deposit back. So had carpet cleaned ($85). It is now Oct. 29th and have not received my security deposit. I did receive a letter from them on Oct. 21 telling me my refund, minus $25 for minor scratches / black marks on the walls and $40 because the oven was dirty. (So they have my current address) I sent them a message on the 24th telling them that I disagreed with the 2 items they were withholding as minor scratches is wear and tear and that $40 to clean an oven is excessive. In the state of *********, the law states that they must have security deposits returned to previous tenants within 21 days from the end of the lease date. It also states that no money can be withheld that is due to normal wear and tear. If money is not returned in the time alloted, they then owe the tenant double the amount owed them. I have given them a week to fulfill their obligation but have not received anything, including no response to my email. I feel I am owed my entire security deposit back ($495) Just an added note...they did come in and remodle the apartment which included ripping out the carpet and painting and disposing of the stove. All the negative comments that have been posted in regards to this company are sadly true. Would never rent from them again nor will I recommend them to anyone who is looking. Poor business practices and unprofessional.

  Business Response

  Date: 11/22/2022

  This is in response to case: 18332532

  
  Focus Property Management prides itself on providing a higher level of service to all of our residents. This includes issuing security deposit refunds in a timely manner as well as aiding residents with any questions they might have about those security deposit refunds. 

  
  This resident was sent her security deposit refund on 10/18/2022. Attached is proof of when that refund happened. Until this point, we have had no communication from this resident that she did not receive her deposit. If she had reached out to us, our team would have been happy to reissue that refund. 

  
  The resident was charged $25 for damages in the unit that do not come from normal wear and tear. These damages include large scuff marks left on the wall from furniture and/or appliances. The resident was also charged $40 for not cleaning the oven. 

  
  When a resident requests a notice to vacate, our move-out department gets in contact with them to begin the move-out process. During this process, residents are sent a move-out checklist that goes over what is expected to be cleaned in the unit and what a resident can be charged for not cleaning those items. 

  
  If a resident chooses not to clean their unit during their move-out, then the resident is acknowledging that they can and will be charged for not cleaning. As this resident did not clean her oven and her unit had damage that was outside normal wear and tear, she was charged for those items. 

  
  As of 11/21/2022, we have submitted a stop-payment for the intial security deposit refund and are reissuing a new security deposit refund to this residents forwarding address.