Complaints

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• Initial Complaint

  Date:02/07/2023

  Type:Customer Service 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I do not agree to much of it, I have decided that this resolution is satisfactory to me in order to move forward and I will find other ways to resolve this. 
  
  
  
  Sincerely,
  
  
  
  ***** ******and not have had to pay an emergency fee. This company gets 15% kickback of any service they send, so of course they are going to try and get me to pay the most money possible because they make money off of it. They will not send me the laws as proof of why they are doing what they are doing. They keep stealing my money and they need to be held accountable. It is a private franchise with no manager being held accountable for their actions, so this complaint was my only option. I just want them to stop taking advantage of peoples money and pay me back for the things they have charged me with unnecessarily.

  Business Response

  Date: 03/29/2023

  We are a business that strives
  every day to put our customers’ best interest first, not ours.  We are so sorry we fell short of your expectations.
  We have worked diligently to come to a point where we can move forward together
  and I thank you for that. 

  We appreciate the opportunity to
  address your issues. 
  

  We feel there was never a time
  when we were not available to you within a reasonable amount of time, depending
  on the need.  Any major concerns or
  emergencies we were in contact within hours, and frustrations were addressed as
  fast as any business could reasonably meet, review, research, and respond.  Your frequent angry tone, use of profanity, threatening
  remarks, and personal attacks, further delayed our responses as these required assessment
  above and beyond the norm.     
  

  But we wanted to do everything
  in our power to resolve your concern. Thus, we took the time with you to review
  and develop a solution.  From which we multiple
  times did develop new and agreed to modifications that went over and above our
  existing contract. 
  

  We believe your claim that we “…keep
  making up laws..” is unreasonable and indicative of your over aggressive behavior.
  We hold a real estate agent license from the State of New Hampshire so if we
  quote the law we are not making it up.    
  

  Your claim that we are “…using
  my maintenance money towards fixing things without getting my approval”, is untrue.  You signed your contract that instructed us
  to do exactly that.  I agree it’s
  reasonable that we shoulder some of the blame here as maybe we did not adequately
  explain how property management maintenance works and all that is in your contract.  We have mentioned to you before and apologize
  for our shortcomings there.  But we did act
  in good faith and explained it again to you after you brought the issue up to us.  We have also reviewed our new management agreements
  as a result.        
  

  As you state, the first issue
  came when you wanted 3-4 pieces of furniture and gym equipment removed from your
  home and disposed of if the tenants did not want them.  We offered to take care of it, and you
  agreed.  We understand your intention to
  be that you would pay us the way property managers typically get paid and that
  is to take the amount for the work out of your reserve.  This type of work is common in property
  management.  We hired a junk removal
  person to remove them from the home, and dispose of them, for the fair and
  reasonable cost of $100.  When you called
  and angrily complained you thought we were going to do it for free, we apologized
  for the confusion, and explained it was our understanding you asked us to do
  this work under the terms of the contract. 
  We apologized multiple times for the misunderstanding and explained we
  never meant to mislead you, and again explained that this is how property
  management operates. We did review our procedures to ensure we are accurately
  explaining this works when a contract is signed.       
  

  The second issue you mention was
  another unfortunate communication breakdown. 
  And we agree that we made the mistake of estimating what we thought it would
  cost only to find out it was more than double what we estimated. We reiterated
  that we gave you our best guess, not a quote, and the fact that more work was needed
  than we realized shouldn’t be held against us. 
  We understand this was a hardship financially and as a result we offered
  the option to not perform any future maintenance for you without your written permission
  and a quote, which you liked and we all agreed to.
  

  When the tenant notified us
  there was no heat on the 2nd floor and they believed the water pipes to be
  frozen due to the extreme cold we treated it as an emergency.  And we would do the same if it ever comes up
  again. Furthermore, you instructed us to move forward and have a plumber go on
  an emergency basis to address the situation. 
  We acted in good faith that your verbal approval in an emergency
  situation was what you wanted.  If you
  didn’t want us to do it why did you verbally approve it?  We cannot be blamed for a decision that you
  made.  I understand you don’t feel it was
  an emergency and we did, but you still approved it. 
  

  Your statement “They will not
  send me the laws as proof of why they are doing what they are doing.” is completely
  false.  We emailed this to you on February
  7th, 2023 @ 12:27pm which we know you read because you replied to it.  We have an obligation under NH State law (RSA
  48-A:14 item XI) which in part states; “…a landlord is responsible for …adequately
  heating all habitable rooms…to a temperature of at least 65 degrees F.”
  

  Your statement “They keep stealing my money
  and they need to be held accountable” is completely unfair.  As per your contract, as per your verbal
  approval over and above the contract, we are doing what you told us to do.  We understand you are not happy the costs are
  so high, but we can’t be held responsible for that.
  

  You have discussed these issues
  with both my son and I, who are the managers and owners.  We have acted in good faith and either
  resolved, or attempted to resolve, your issues to a reasonable level. 
  

  We appreciate your frustration
  and expressed empathy for you and your situation.  We want to resolve your issues as best we can
  and make you happy. 
  

  We understand you are angry that
  you are having to put money into your rental unit and these are eating up your
  revenue and we symptomize with your situation. 
  But we could not agree that the issues you complained about were our
  fault or that we should pay for them.
  

  Since your complaint to the BBB
  we seem to have worked out our differences, made changes, and found a way to
  move forward.  We appreciate your
  willingness to work together and be able to talk professionally without profanity,
  threats, and an aggressive tone.  We look
  forward to working with you and helping you reap all the benefits from your
  rental property.