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:05/08/2023

  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.

  When I rented from PAM MKE in February I expected a ready to rent unit per the lease contract. The unit however was not move in ready. Outlet covers were missing, the place was filthy, and there were nails sticking up from the flooring. The toilet rocked. The hand rails to the basement are falling off, the washer leaks, the door hardware to the residence is installed poorly. There's no communication despite them saying they will rectify the issue. They asked me for a $ amount I would like. They said they would escalate to management and have it taken care of. They nearly completely ignore any inquiries and only respond at the bare minimum to make you not check up on the status of your complaint for another week. It's been months and they have yet to do a single thing correctly. They one time sent a contractor to install blinds the guy was a slob and cut blinds over my bed and left a mess in my entire house. They said they would send a new guy to do a correct job but never did.

  

  Business Response

  Date: 05/19/2023

  ****,
  We agree that our team could have done a better job with the move in conditions, primarily the deep cleaning. You submitted a maintenance meld request on the evening of 2/5 regarding your concerns with the move in conditions. We assigned a vendor to resolve the issues on the morning of 2/6, however you informed them that you handled the items yourself. Without the opportunity to rectify the concerns, we are not able to provide physical or monetary resolution. We have attached the photos which you included in your initial request.
  
  We sent an agent to meet you in person in April to understand the depth of your continued issues and further resolve any other pending maintenance related issues, which were assigned and completed promptly including the blinds which had previously been installed incorrectly.
  
  We recently offered you a lease renewal which included a rent increase per the owner's request and to accommodate your request of adding another occupant and 2 dogs, which you did not agree with and began threatening ** with city violations and legal action.
  
  Overall, your communication with our team members has been extremely aggressive, threatening and vulgar from day 1. With your lease ending 7/31 and you not accepting the lease renewal, we hope to peacefully and amicably part ways. Per state statutes, your deposit will be returned to you within 21 days of move out minus any deductions deemed legally acceptable per the lease and statutes. Based on our recent visits, we do not expect any deductions as the condition of your unit was well kept.
  
  We have included multiple communication screenshots, your provided move in condition photos in addition to our unit photos taken prior to your move in.

  Customer Answer

  Date: 05/22/2023

  [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. 

  PAM has pointed out that it took about 2 months to have someone talk to me in person for their failures. Stating that it took them until April to have anyone from management reach out to me. PAM knows full and well that if one of their tenants left a place in the condition my rental was in when I moved in they would be aggressive and threatening to them and seek payment or withhold security deposit. I'm satisfied knowing that they willingly chose to operate their business like this and can sleep at night doing so. I can only imagine how many other people are in the same position but don't feel as comfortable speaking up. The recent reviews for PAM show a sharp decline in their service in the last year or so. The fact that the St. ******* mayor and alderwoman know about PAM and were already aware of their business practices speaks volumes.A rental from PAM means when you move in you have to clean all night to make the place comfortable, you have to put your own outlet covers on, you have to hammer down nails sticking out of the floor, the hand rails in the stairwell are loose, the basement floor is wet from leaking washers, and that they will send second rate hacks to come fix anything. The ***'s handyman they sent was extremely rude to all the females at the residence but astoundingly nice to me(male) and was one of the most unprofessional people I've met.
  PAM is the kind of place that does showings while people still live in their residences. probably because they're not doing well enough to run their company as competently as their peers. People come to do a showing ring the bell, are very surprised when I answer and say "we didn't know it was occupied we're so sorry for interrupting" PAM seriously tell the clients you're showing what's up so they don't feel awkward. this is 101 level stuff.
  

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

• Initial Complaint

  Date:03/02/2023

  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.

  Do not walk, run away from this property management company. We were Performance Asset Management LLC (located at ***********************) clients from 2019 until January 2023 when we had finally had enough. The list of grievances is long, but it really boils down to the following: 1. Breach of contract - We amended our property management agreement to require that we be notified for all maintenance and expenses related to managing the property, and we were frequently and repeatedly charged for things that we were never notified about and had to chase after PAM to get answers for. 2. Zero communication - You will only hear from PAM if they think you owe them money. Need to get in touch with them about literally anything? You have to use Calendly to make an appointment weeks in advance, or else it's impossible to speak with anyone on the phone. Sent them a message in the owners portal? Except to wait at least 48 hours for a response, if you ever get a response at all. The fastest, most efficient communication we received was when we terminated our agreement. If only all of our communication had been so efficient. 3. Crazy fees - Our management fee included the first 30 minutes of all service calls and reasonable hourly rates for PAMs team of contractors. Still, we were charged things like "Changed common area light bulbs and inspected light switch" ($110), "Snow removal" (a total of $343.60 in January 2021, even though it's in the tenants' lease as one of their responsibilities), and more. We also learned they charge tenants extra for the "convenience" of using an online payment portal, though from the sound of it, tenants also have trouble getting in touch with them. Owners are not made aware that tenants are being asked to pay more than what is in their lease. Maybe owners with larger portfolios get better service? We felt both ignored and taken advantage of, and each time we went to visit the property, it seemed like it was in worse and worse shape.

  

  Business Response

  Date: 05/19/2023

  ***,
  
  We managed your property for over 4 years
  We collected 99% of rent
  We kept your maintenance at 8.25%
  We kept occupancy at 95%
  
  -Your expectations and negative comments do not reflect the above market performance we provided for your property.
  
  -maintenance notifications were provided for any service requests via the ************ system in real time (when we received it, you received it). When a meld is sent, and you do not object to it, we must provide service. For the designated times you were not notified and had issues with the charges for work performed, we promptly and graciously resolved it with you with either further explanation and/or financial credits to your account.
  
  -we strive for all communication to be done via the portal or scheduled call. Based on our communication history we provided responses to all communication within our standard 2 business day response policy.
  
  -For your clarity, our contractor relationships are highly qualified and insured. This comes with a higher cost than an average DIY handyman.
  
  -For your clarity, we do not charge residents extra fees outside of rent, late fees and NSF fees. It seems as though you are referring to credit card or cash payment options we provide to residents which come with a card/ payment processing fee which goes directly to the designated financial service.  If residents use a checking account for rent payments there is no fee to them as we cover the per transaction cost for ACH.
  
  -Every resident we have is valued that same way whether they pay $400 or $4000/month.   That's the service that we strive for every resident and investor to get from us.  We certainly are not perfect but are always responsive to our challenges.
  
  We wish you the absolute best in your real estate journey

  Customer Answer

  Date: 06/12/2023

  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.
  
  
  
  Dear PAM,

  Your response assumes that property owners care solely about the market performance of their properties. I concede, with gratitude, that your team usually collected rent on time and maintained high levels of occupancy, which is the bare minimum for a good property manager. You took good listing photos and screened residents effectively. For this, we were grateful. This does not, however, excuse the frequent breaches of contract, the poor communication, collecting fees from tenants without our knowledge (which demonstrates a lack of transparency in your business dealings), or the other issues outlined in my original complaint. Your claim that you do not charge residents fees outside of rent is not corroborated by the testimonials of current and past residents, with whom we are now in frequent contact even though we also have a new property manager. Your claim to have responded within 2 business days to all requests is patently false, but since terminating our contractual relationship, I no longer have access to our previous correspondence and cannot show the often multiple follow-ups over several weeks to get a response from your team.

  The bottom line: you frequently charged us for maintenance or services we did not approve in violation of our rental agreement, which was crystal clear. Said charges were only reversed if we complained, and most of the time, they were reversed. But rather than feeling like we were in partnership with you and working towards a shared goal of profitable real estate investing and sound property management, we felt we were in a constant struggle, having a keep an eagle eye on our statements to make sure we weren't being overcharged and getting the runaround when we asked for an explanation. 

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

• Initial Complaint

  Date:02/25/2023

  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.

  I applied to rent an apartment paid 38 dollars for an application fee, I also requested a copy of the report that was filed on me which is something they offer. I have not received a copy, there is no human to talk to everything is automated. The links they send me don't work, the passwords they send me don't work so I feel like I just got robbed for ************************************************************************ worried because this totally seems like a scam. Any help you could offer would be greatly appreciated.

  

  Business Response

  Date: 05/10/2023

  Hi ****,

  We apologize for any trouble you've had reaching **. We've checked our records and could not find any recent communication from you. However, we be happy to refund you the application fee. We will issue you a refund this week. Please allow 5 business days for the payment to process and show up win your account. If you do not see it within 7 business days, please email ** at ***************************************

   

  Thank you,

  PAM Team