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:08/15/2025

  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 moved into a property managed by DCI Property on December 4, 2020. they never took care of snow or ice removal for the sidewalks which is a safety hazard and their responsibility. There was always issues with the dumpster and never being maintained properly due to other tenants lack of responsibility. I complained several times about that and my maintenance order requests were always either marked as resolved or canceled a nothing ever done. I did break my lease about 6 months early due to some personal matters. My moved out date was June 30, 2025. I paid the amount requested in payments which was agreed upon my whoever answers their text messages. At my move out inspection the only things mentioned were door stops, a singular blind, and the sink stopper in the bathroom. (Which they replaced incorrectly in August of 22). I was charged for a smoke detector battery even though I replaced them all with new energizer batteries and told them at my move out inspection that the detector in the extra bedroom beeped constantly even with a new battery. I was charged for a maintenance trip charge which I asked twice now for an explanation on that and not received one. I was also charged $59 for forfeit last month rent even though I paid them in full for all rent and vacate fees. I was also charged for floor replacement which I was told by one of their employees the floor was being replaced upon my move out due to it being outdated and old. They kept the entirety of my $1274 deposits (security and pet) plus I paid $650 for August rent. They rented out and signed a lease with a new tent any prior to my lease expiring. They also collected rent in the amount of $750 from the new tenant for August plus their deposit $750. My conclusion is this business is not one that anyone should want to be a part of. They are only out for their money and making peoples lives difficult. I have screenshots of every work order I placed in the 4.5 years I was there. Some duplicate requests.

  Business Response

  Date: 08/25/2025

  I am in receipt of your letter for complaint ID ********.  I have reviewed the complaint and have addressed below each concern in the complaint.

  Complaint: Never took care of snow or ice removal for the sidewalks which is a safety hazard and their responsibility.

  Response: We provide snow and ice removal beginning at dawn and try to keep the parking lots and sidewalks clear as much as possible.  We had some extreme snowstorms where we scraped and de-iced several times a day but could not keep up with the wind and snow.  We received a work order from the tenant and we did what we could to keep our tenants safe, unfortunately we don’t have control of the weather.  The workorder and text message referred to was taken care of.  We had snow for a week with fluctuating temperatures, the snow melted and froze overnight.  We had our maintenance crew using ice picks to break up the ice as much as we could.  This was the only complaint of this nature from the 42 units we have at this property.

  Complaint: There were always issues with the dumpster and never being maintained properly due to other tenants lack of responsibility.

  Response: We have had issues with the dumpsters due to tenants but also because of the overpopulation of bears in our area. We have spoken with the city about the situation and, unfortunately, they don’t have a solution either, so when it happens, we clean not only around the dumpsters but everything they drag up into the woods.  We have purchased bear proof dumpsters and a latch because the bears were opening the dumpsters, which has helped.  As for the tenants, we look through the trash to find information on which tenant left garbage outside of the dumpster and they are fined.  The maintenance order requests referred to were marked resolved because each request was resolved. If you will notice, there are several work orders within an hour or so from the 1^st one.  We don’t have anyone on site but the issue is resolved as soon as possible, the day of the issue.  As property owners, we want our residents to have an enjoyable experience while staying with us and do whatever is possible to achieve that goal.

   

  Complaint: She broke her lease.

  Response: Our lease contract has a beginning and end date, normally a period of twelve months and the tenant is responsible for paying for the entire lease whether they live there or not.  We allowed her to end her lease early with a signed agreement, attached, as a buyout to release her from any liability for rent after the tenant moved out.

  Complaint: MOVE-OUT INSPECTION

  Response:  Door stops – broken, Blind – missing,

  Complaint: Sink Stopper in the bathroom which they installed incorrectly 2022. 

  Response:  The entire faucet was replaced 8/8/2022 and a work order was never received stating there was an issue with the stopper.

  Complaint: Smoke detector battery.  The smoke detector was beeping at the inspection and the tenant said she had changed it and there was something wrong with it. 

  Response: The move-out instructions require the tenant to replace smoke detector batteries upon move-out.  We replaced the smoke detector battery and it worked fine, so the tenant was charged for the battery.

  Complaint: The tenant had a maintenance trip charge that she wanted explained to her and she said we had not returned the message.

  Response:  The tenant sent a text message through our on-line portal on 8/12/2025 at 7:38 am and 8/13/2025 at 10:30 am.  We returned the text on 8/13/2025, 2:57 to try to schedule a meeting to discuss the questions.  The tenant was unable to meet until this Friday 8/22/2025 at 3:00 pm which the tenant just cancelled today, 8/22/2025 at 12:38 pm.  We have not agreed upon another time to meet as of right now.

  Complaint:  Charged forfeit for last month’s rent. 

  Response:  The last months rent of $59.00 was credited back to the tenant on her security deposit transmittal.

  Complaint:  Management didn’t explain the charges that would be assessed at the time of the inspection.

  Response:  The inspection was performed by both the property manager and inspector.  They walked through the entire apartment with the tenant and went over everything when they had completed the inspection including pulling the carpet back because of the pet urine smell that was present in the apartment. 

  Complaint: Tenant was charged for floor replacement which I was told by one of their employees, the floor was being replaced upon my move-out due to it being outdated and old.

  Response:  The tenant was told on 6/24/2025 not to have the carpets cleaned and we would discuss them at move-out, if they need to be cleaned, she could schedule it then.  She asked why she would clean the carpets if they were going to be ripped out.  We said it would be determined when we see the condition in which the carpet is at move-out.  If it is in good condition, we will not replace it and the tenant could schedule the carpet to be cleaned. At the end of the inspection, we pulled the carpet back in front of the tenant and the floor underneath the carpet was so soaked with urine, it took 6 days to dry out and several treatments for the smell over several more days.  It did not need carpet replacement but because of the excessive pet damage the tenant was charged for the time and product to ensure the subfloor was in good condition to lay new flooring over the plywood.  In addition to the pet damage which pictures have been attached, there is also a video of the tenant allowing the pet to urinate in the hallway in front of the neighbor’s door.  The tenant was not charged for anything that was already documented on the inspection the tenant filled out upon move-in.

  Complaint: Tenant says she was charged additional rent for the time she was not living there. 

  Response: She signed an agreement which stated she would pay us a fee to terminate her lease. She was not charged any additional rent.

  Please find attached pictures of the damage at the move-out inspection, the signed document that states what is expected of the tenant at move-out and the amount to be paid to satisfy the lease.

  The conditions of the lease are very clear on what the expectations are of the tenant and management.  We followed the lease and additional document.  We have been fair and transparent with the tenant.

  Thank you,

  Cathy D***

  DCI Property Management, LLC

• Initial Complaint

  Date:03/27/2023

  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.

  On November 30, 2022 we had our final walk through inspection with two members of DCI Shires to verify the condition of our townhouse to finalize our move out process. During the walk through we were informed we would need to pay for light bulbs, which we agreed we forgot to replace. Everything else was approved and would not require any other maintenance, therefore we would be issues our deposit refund minus lightbulb charges. Attached is a document showing not only are we not receiving our refund, we owe additional maintance charges. Due to the contract we signed with DCI, based on the length of time we were in residence, we should not be charged for any painting or priming. We do not approve of any additional charges listed, as the condition of our townhouse was approved acceptable. Both my husband and I have tried contacting DCI Shires about this issue.

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by DCI Property Management LLC regarding complaint ID *********
  
  
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 05/08/2023

  To Whom It May Concern:
  

  The tenant has requested a refund from our company for security deposit charges with no foundation for this complaint. I have listed below the answer to the complaint.
  

  I have attached the tenant's lease. Under section 3.5 MOVE-OUT.
  

  Charges: Move out charges incurred for any maintenance will be charged at cost plus 40%.
  Paint: It states the length of time a unit has been rented. The tenants did reach over the 3rd year mark — O% charge to tenants. However, if there is damage such as excessive marking, holes or gashes in the walls, or excessive smoking which causes a film on the walls that can't be cleaned, there will be a charge to the tenant regardless. This type of damage requires the walls to be primed before painting.
  Excessive damage to walls = Cost plus 40% and includes drywall patching. The tenants had lived there for 4 years with children. There were several walls with magic/permanent markers that had to be primmed and more than one coat of paint plus cost of primmer had to be applied. Therefore, the tenants were charged cost plus 40%.
  

  We are a professional and reputable property management company. We have been in business for 25 years and have any disputes over security deposit refunds. We take pride in what we do and our tenants continue to be our first priority.

  
  Thank you,
  
  Property Manager

• Initial Complaint

  Date:02/21/2023

  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 lived here for over 2yrs
  My fridge/freezer started goin out..
  1/31 maintenance came out an said we had to get a new fridge, he said it would be either the next day or next 3 days..we lost about $400 in food etc..2/1 a guy came into my home (without any notice) no one was home an swapped out the fridge. I got home from work about 7pm an my home was wrecked from the fridge to the front door! Dirt, mud, tree pieces, paint chips everywhere..rugs all ripped up an tossed around..wax plug in broken in two an wax splattered everywhere..cracks an holes in walls, pic knocked down and 55’ SAMSUNG TV BUSTED! Called an messaged Susie, the lady that set up the prior appt..she told me to call DCI Property..I did..for over 2 weeks now, the property manager (Paula) has been avoiding me..Ive called multiple times, I’ve gone by her office, finally she agreed to come to my home an look at damages. She showed up with another lady an she acted like I was lying an they teamed up against me an tried to make excuses for the damage an made up difference circumstances than the truth an manipulate what happened. The damage lines up exactly with moving a fridge..it’s literally undeniable! Same height as the fridge to the tv, why wuld I break my own tv at the exact time no one was home an they were in my home moving a fridge? They started yelling at me, She said there not responsible for my damages an there’s no one higher than her to speak too! She admitted that the guy moved it alone an she hadn’t even spoken with him about it yet. She said she’d talk to him an get back to me..so obviously she’s not gona be professional an handle this! All they cared about was finding a way out of being responsible! I’m a struggling single mom an can’t just go buy a new tv that they broke!

  Business Response

  Date: 03/01/2023

  To Whom It May Concern:

  The tenant has accused our company of damaging her property with no foundation for this complaint.  I have listed below the answer to the complaint.

  WORK ORDER: The tenant residing at *** ********** ***** *********, WV 24740 submitted a work order on 1/29/23 stating that her refrigerator and freezer had stopped working.  We sent a subcontractor to assess the issue.  His evaluation was to replace the refrigerator. Maintenance replaced it on 2/1/2023 and was at the apartment from 1:56pm - 4:20pm.

  NOTICE TO ENTER THE APARTMENT:  Tenant complained we did not give notice.  We did not give notice because it was a work order request from the tenant.  Her lease clearly states that we may enter at any time.  (See Below Section 3.3)

  3.3 RIGHT OF ENTRY AND INSPECTIONS

  ---

  We have the right to enter the premises at all reasonable hours for the purpose of inspection, responding to your request, making repairs and/or preventative maintenance, pest control, showing to prospective residents, buyers, loan officers or insurance agents, and for any emergency situations that may arise. We may advise resident at any time during tenancy of any cleaning or maintenance needed. Failure to comply may result in DCI Property Management making the repairs and resident being responsible for the costs.

  DAMAGE TO THE TV:  Tenant complained of TV being damaged.  There were several pictures that the tenant submitted to us.  The TV was a 55 inch TV with dimensions of 48 x 29 inches.  One picture shows that the damage began less than 2 ft from the 8 ft ceiling and went upward diagonally to the top right corner of the TV which ended about 12 inches from the ceiling.   The damage begins at about 78 inches from the floor.  The refrigerator is 66 inches tall and was strapped to a dolly.  Therefore, there is well over 2 ft between the top of the refrigerator strapped to the dolly and the beginning of the damage to the TV.  For that reason, the damage to the TV could not have been from the refrigerator we replaced in the apartment unit.

  CONDITION OF THE APARTMENT:  Tenant said the apartment was left in disarray.  The maintenance man said when he arrived, he announced himself. “Hello..Maintenance” and proceeded in. He is a meticulous person and made sure he didn’t have any mud on the bottom of his shoes.   He folded and moved the rugs out of the way to have a clear path because he was using a dolly. He brought the new refrigerator in strapped and secured, removed the old one, the same way, and removed all the packing foam and boxes. He placed the rugs back down and was very careful not to bump or move anything else in the unit.   He said he may not have placed the rugs exactly in the spot but arranged them how he thought they were, but they were down neatly.  He didn’t notice anything out of place when he left. 

  SERVICE:  After the work order for the damage was submitted, I had to schedule a time when we could look at the damage to the apartment.  On Wednesday, 2/15/2023, I schedule a visit with the tenant for Friday, 2/17/2023 at 11:00.  We looked over the apartment and spoke with the tenant.  After the conversation, we told her we were going to look over the file, talk with maintenance again, and would get back with her the next week after more investigation into this matter.  The tenant filed this complaint on the same day not giving us any time to do anything further.  We have now had time to look through the information and we feel we have acted in a very professional manner, as we always do, and that the complaint has no foundation.  We hope there are no hard feelings with our tenant and that she reaches out to her renter’s insurance company to assist her with the cost of the TV.

  We are a professional and reputable property management company.  We have been in business for 25 years and have NEVER had an issue like this.  We take pride in what we do and our tenants continue to be our first priority.

  Thank you, 

  Property Manager