ComplaintsforSelect Property Management

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/1/21 I moved into my apartment on 1/31/24 I moved out. Select property management took most of my deposit over ***** stuff. We left that apartment in the same if not cleaner than when we moved into it. They charged us for an oven cleaning fee of $150 and I have videos of when I first moved in and the drip pans and oven were covered in burnt on food. We had put in multiple work orders for windows being cracked from previous renters, the driveway had foot deep potholes, the flooring in the bathroom peeling up, half bath floor by toilet rotten, no softener salt, the ceiling was falling down due to the window framing being rotten so when it would rain it poured water onto our couch and they never came and fixed anything they would complete out the tickets and say they fixed stuff and nvr did. They charged us for shutting the utilities off even tho we only paid for electric I called and spoke with joy and told her I was gonna shut the electric off bc we were moving into our new home and she stated that it was fine since the water and heat were still going to be on then charged us a 75$ fee for that. We put in a work order for the sink faucet and sprayer being broke and they wouldnt fix that then charged us $125 for the sprayer and light bulbs when every light bulb was In working condition. Theyre a shady company that only wants to take your money and wont fix anything, lies about fixing stuff, and will ignore all your calls and emails to avoid giving people back their deposits that deserve it. No stains, no holes anywhere, they had the owner doing work on the apartment and he was 70+ years old and would rig stuff together that would break a week later. A sink sprayer cost 9$ and a box of light bulbs is 12$ at any hardware store they charge ridiculous prices to take ur entire deposit from good tenants. Everyone who seen the before and after videos I took said that it was bs I didnt receive my whole deposit back. Even people who rent their own properties out!

  

  Business response

  06/13/2024

  Hello ******,

  After review of your complaint our team is quite confused. You had reached out to our team via email with questions about your move-out charges on May 13th. *** answered all of your concerns with clear details on every line item on May 14th with a closing line saying " Hopefully this brings clarity to the charges." If you had responded requesting more information or provided the video's or photos of before and after of the apartment, this could have been resolved quickly. However, since we have not heard from you until this complaint, our team was not aware that you still had any concerns regarding these charges. If you would kindly reach out to our team with the video or photos you referenced, we will happily discuss this matter with you. 
  

  During part of your tenancy our office did not manage this home, the previous owner chose to self manage this property and cared for all of the maintenance on his own free will. Shortly after, he asked us to manage again while the property was being sold. When the home sold, the new owner hired our team to manage the home as well. During this time, many of the complaints you have listed do not apply to our team.  

  Thank you

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We rented a home through this management company for 2 years and were very good paying tenants. This home is over 100 years old and many updates were needed. We took care of this property, other than simple wear and tear. We bought a home, gave appropriate notice and moved out on July 30th. Upon moving in, the home was NOT professionally cleaned, it was dirty but we took care of that ourselves. The cabinets were dirty and musty and the carpet was not recently cleaned either. (See move in video for PRIOR stains!) There were multiple marks on various walls, scratch marks and random stains when we moved in. Please see the video provided on move in day that shows these blemishes and were obviously not caused by us during the time we lived there and the reason for filing this complaint. We received an invoice for painting and wall damage (see video) which amounted to $880 which is ABSURD! We are contesting this since painting and normal repair is considered wear and tear. There were a couple stick on hooks that we left on the wall and were charged for those as well. They just peel off with zero damage caused.(Command hooks) We were also charged for keys which is fine but being charged $880 is not acceptable since that damage to this very old home was there prior, and with video proof! This is a deceptive business practice. In addition to the paint charge, the balance they are asking US to pay is $116.33 which exceeds our deposit amount. I have also attached the invoice with the breakdown. We accept the cleaning and key charge but requesting the $880.00 be returned to us. We have made SEVERAL attempts to contact *************, property manager with multiple calls, messages and emails with no response. There is VERY little difference between the move in and move out inspection and certainly NOT $880.00 difference. We are requesting this portion of our deposit back as this property appeared to have no recent maintenance or cleaning whatsoever even upon moving in.

  

  Business response

  11/20/2023

  Hello, I have reviewed in detail all of your charges, your walk through video, our photos prior to your move in date along with the inspection completed after you vacated the home. This information was already sent to you previously by our team and has not changed. However, here are the details of your charges. I have also included the move out inspection with photos and photos from the move in inspection taken prior to your move in. 

  You were charged for cleaning because the appliances were left in a very unsanitary and soiled state with food debris and dried liquids in the refrigerator, baked on food and liquid in the oven, and on the stovetop, along with bathroom and other areas of the home were not cleaned and back/basement entry was left in very poor shape with trash debris and items left on the stairs. There were also several burnt out lightbulbs throughout that were replaced by our cleaners. 

  The charges for wall repair and painting were due to the several self adhesive hooks that were used. These hooks were not the easy release type hooks. Our painter attempted to remove them however, the hooks damaged the walls by pulling paint along with it. You were only charged for the removal of the hooks and the walls that needed repaired due to the hook removal.

  You were charged for new locks on the home because you did not return the keys to our office as specified in your lease agreement. 

  The complete cost to repair this home exceeded $7500. We only charged what we felt was fair and accurate by providing discounts and adjustments throughout the repair process for areas that were damaged or soiled by you and your family and no more. We also did not add charges for your final water utility bills to keep your final charges as low as possible. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Months ago we complained about mold in our rental home. They eventually sent out a company (*******************) to remove the mold. We stayed at an Airbnb during this time. When we came back not all the mold was gone & we were left without AC for 5 days during the hottest part of this summer with our 16 months old and the water heater in the middle of the dining room for the next 12+hrs. When asking about it they claimed it was our problem. They have yet to removal all the mold. It has effected my familys health. My daughter has had a cough 6-7 months now. Been to many doctors. They have denied any reimbursement for displacement or health problems. A mold specialist has recommended we move and throw away all **********************.

  

  Business response

  09/11/2023

  Hello, we understand that this situation can be scary especially when you have small children. This is why we always use the best rated ************************ in our area to help advise us and correct any issues in our homes. We were working directly with ******************* to remediate any mold in the home and trust the information they provide to us and to you. Several times during this process, ******************* stated that there was no need for you to leave the home due to the process in which they complete the remediation. We have contacted them again to verify this information. They are firm on what has been advised to you and to our office. We are not able to provide you a reimbursement on the Airbnb since we were advised that this was not necessary. As we stated during our conversation in our office, this type of reimbursement request can be submitted to your ***************** Policy. 

  In regards to your A/C issues. A/C units do fail from time to time especially in warmer than normal temperatures. Your request came in after hours on Thursday, Aug 17th. Your request was sent to a professional HVAC company who completes orders on a first come first serve basis at 8:16 am the very next morning. We cannot control the scheduling for outside professional companies, but we do ask for them to respond a quickly as possible. Our office works with only the best vendors in our area to provide the best and fastest service possible to all of our residents. I can offer you a refund equal to 3 days rent. 

  Customer response

  09/11/2023

   I am rejecting this response because:
  we have yet to receive proof that ******************* says there is no other removal needed. From our discussions with ******************* we were informed of other things that could be done. especially with no air testing to see if it is safe. My wifes messages have been ignored several times during this process so I can not just trust the word of the property management company that their is no other work to be done. Wed like to see the inspectors reports. And the ** is your responsibility, not whatever company you contract. You seem perfectly fine leaving a family with no ** in the middle of summer. 
  
  

  

  Business response

  09/19/2023

  Hello, I am sorry to hear that you feel this offer isn't acceptable. However, ******************* has assured us that they have remedied the mold issue in the house. I have included the estimate of work with details of what was completed. ******************* states that if any other mold is found, they will add it to the work order. They did not find any other mold in the home. 

  In regards to the a/c unit. I spoke with ******** Heating and Air. The work order was submitted after regular office hours at 8:31pm on Thursday Aug, 17th . Our team responded and sent your request to **************** at 8:15am the very next morning prior to opening the office. *********************** with ******** Heating and Air called the number on your account with no answer at 8:16am Friday, Aug 18th. She then sent a text to the same number at 8:21am. They still did not get a response from you. They sent a chat through your Resident Portal to you, our office and the owner of the home at 10:42am stating "no answer to schedule, sent text at 8:21" Since they were not able to get ahold of you, your request could not be scheduled. I have included the full activity report to show time stamped actions taken on this request.

  Our office and our Vendors worked very quickly in order to take care of this situation for you in a timely manner. Non communication on your part caused the delay in ***********, not from neglect from our staff or the vendor. We are not able to make any further offers, as these situations have been rectified and closed as quickly as possible. 

  Customer response

  09/19/2023

   I am rejecting this response because:
  
  The number you have on file is my wifes & she works during the day. I feel like that should be an obvious occurrence when calling at that time. 
  When it comes to the mold. ******************* has acknowledged that there was mold present. Is your response still that it was safe for my family to remain present in the house until it was removed days later? 
  I feel as if the professionals you hired said there is mold present then my first thought was it is unsafe to stay until it is gone or tested to be safe. If you believe it was unsafe the least you can do is cover the Airbnb expense of 757.64$ but if you believe it was still safe then why spend the money to have ******************* remove it? 
  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Select property took over my property on 6/1 and ask for list of any repairs which was given. They did 2 inspections and took pictures and have not received a call from any one at select in in 8 1/2 weeks. On inspection 6/13 they ask me what needed fixed right away and told them the water pressure in tub faucet so I can shower and the mold on walls . On July 11 contacted ***************************** which cited them for 18 items and it didn't include ll items on first list. Items include a lot of safety issues. The list is repair or replace sagging ceiling/floor joist in living room, kitchen, and bedroom. In hallway replace carpet and fix cracked ceiling. Fix sliding closet doors in both bedrooms as well as replace carpet in main bedroom. In kitchen replace flooring, bad electrical light fixture, and wall tile especially by stove where paint is peeling off the wall from burners. In bathroom fix bad sub floor, bad floor tile, bad tub and wall tub kit, drywall behind tub kit and put in heater since no heat at all in bathroom. They can fix items in empty apt above and nothing in my apt. They moved in people above me and I informed them it made the crack in ceiling bigger and made the joist sag even more about 2 weeks ago and no response since. I believe they are mad at me and won't respond to any repairs I turn in. On 7/19 I turned in 7 orders for my apt and no response on any It has been 23 days on the changing of light bulb in common area in front of door so you can see to unlock your door which the common are is selects responsibility. On the portal sigh they put that repair on hold not to fix. Why does it take 3 weeks to change out a light bulb. So after 10 weeks not one call about fixing any thing I feel like I'm being discriminated against because of my age

  

  Business response

  09/05/2023

  We understand your frustrations with the time it has taken to assess repairs on your apartment that were needed well before our company took over management. Our team has made several attempts to address the issues with you in multiple ways. Lack of cooperation in this phase caused avoidable and unnecessary delays. 
  Here is a  timeline of events that have unfolded since we started managing the apartment you live in.
  We provided you with a Welcome Letter (letter attached) with details about our company including written instructions on how to submit maintenance requests on May 25, 2023. We ask all residents to submit a work order through their resident portal or by calling our call center so we can get the most accurate need of repair. 
  Our team completed a walk through with the owner of the 2 buildings (8 Apartments) on May 31, 2023, this was not an inspection, but rather a general tour of all the apartments. 
  Our maintenance director then requested to complete a formal walk through on June 9, 2023. You scheduled this for June 13, 2023. This walk through was to get a more in depth look at your apartment and your concerns. At this appointment, you requested to terminate your lease agreement without penalty. After discussing with the owner, your concerns along with the findings during your walk through and obtaining estimates on the work to repair your apartment, you were offered a termination of your lease with a return of your full security deposit without penalty in writing on June 23, 2023. This option was offered to you in lieu of completing repairs that would have required you to remove the majority of your items from the home and potentially make your living conditions uncomfortable during the repair process. 
  On July 6, 2023 you sent an email complaint about the repairs that had not been started. Our team responded to your email right away and inquired about the offer to terminate your lease, asking if you were still interested in this option so we can begin repairs. Your response was In the first inspection I gave *** the  2 page list but didn't expect a response on the list except for the drywall crack.  We looked at the drywall crack and quickly assess that it was not a structural issue.  The owner of the building communicated that it was a cosmetic issue that had been there for years.  Nonetheless, our office again replied asking you to please log into your Resident Portal to submit service requests for any work that needed to be addressed so that we could begin assigning work to be completed. We also asked again, if you would respond to the offer to terminate your lease by 5:00 pm the following day. 
  Our office didnt get a response from you until July 10, 2023 where you did not answer our questions but instead related complaints about maintenance issues that were not addressed by the previous PM company.  You still had not sent in a maintenance request.
  On Friday, July 14, 2023 at 3:58 pm our team sent you another email informing you that we still had not received any maintenance requests from you and again, ask that you please submit your requests. You did not respond until the following day with the same complaint about work not being completed.  
  On July 17, 2023 our office was notified of a **************************** violation for issues you reported to NCC on July 11, 2023 instead of submitting your maintenance requests to our office. 
  Finally, on July 19, 2023 you entered your first 3 work orders through your resident portal. One of these is regarding the exterior light you reference in the BBB complaint.. Our vendor replaced the light bulb on July 20, 2023, then again on July 23, 2023. At this time, we found that there was a larger electrical issue that needed a licensed electrician that has been repaired. Since July 19, 2023 we have completed several repairs to the exterior as well as interior of your apartment. We are working diligently with Neighborhood Code to complete the list of repairs.
  We manage over 500 properties and we are certain that any delays in responding to the work needed in your apartment could have been avoided if you had chosen to use the reporting method that we introduced you upon taking over the management of your apartment.  We successfully received and responded to multiple work orders from other residences in your 4 unit building and the other adjacent 4 unit building.  
  We would be happy to work with you in a spirit of cooperation and mutual respect, as we have done with all our other residences.  
  
  

  Customer response

  09/05/2023

   I am rejecting this response because:
  As of 9/5/2023  only 1 item on this list has been completed in my apt.  This company lies on all aspects and is not a reputable company of 1.5 stars out of 5  I can refute all aspects of there time line but I can't type it all in 30 minutes as you are giving me  I do everything in writing of emails and text. I was told In introduce letter to turn in a list of all maintenance items.   After inspection on June 13, 2023 with ***; there was no response so I contacted ***************************** and now after 60 days no items have been completed   They released me from lease on 6/23  which I did responded and accepted   On July 6 ******** rescended the offer because she was mad at me because they were trying to  make me pay more money on a existing lease which was illegal so I didn't pay it    All the ***************************** items are a safety hazard    To show that they lie  last week *** at me if he could bring out a contractor out with him to go over items and I agreed. They showed up with no introduction and contractor never Said any thing  He was not a contractor and his shirt was *** landscaping co    I'm about out of time but can prove all the lies in writing if you want to see it   Any way  1 item completed and none on NCE list
  
  

  

  Business response

  09/14/2023

  We are working diligently on this case. **************** has put a roadblock in every step of the process. We had a meeting with our ***************************** officer yesterday. During this meeting/inspection, **************** informed the officer and my team member that he would be vacating soon. The repairs that need to be completed inside the apartment were approved by the officer to postpone until **************** vacates or by December 1st. Our intentions were to complete the repairs inside his apartment with a trusted vendor whom we contracted to complete the work. This is **************** response to attempting to schedule this repair:

   

  "Hi *** you set up a time for me to meet the contractor but you never never introduced him to me or when I tried to ask him questions you always answered them for him. I don't feel comfortable with him or any employees he sends in my apt. I do need his name and his company's name so I can check if reputable contractor since you are saying he is a contractor. I need to also that he is insured and employees are bonded since they will be in my apt when I'm not here."

  ***********************

  received: 08/22/2023

   

  This vendor happens to be Hispanic and a valued multi-business owner in our community that we have worked with for several years. He is also insured and bonded, yet **************** refused to allow him to work on his apartment until his credentials were provided. This has caused many delays in our repair process. Our office has had multiple vendors in his apartment without this special request. Of these valued vendors and contractors that our company works with. Many of them are now refusing to work in his apartment due to his actions and behavior towards them. Since **************** is refusing to allow our vendor inside the apartment, we have been focusing on the exterior repairs of the building. Since managing this property our office has completed over 60 repairs and is in process for many more. 

   

  I have also included a report for this property for all repairs that have been completed since June 1, 2023. The property was in less than stellar condition at the time our management began. We have been attempting to work with each resident to make improvements to their living conditions. **************** does not want to work with our company and has made several remarks stating this. At this point, we have offered him to terminate his lease with no penalty and a quick return of his deposit and attempted repairs that he is not allowing. We are at a loss of what else to offer him. He does not keep a clean, sanitary home, especially with his dog, so offering him another apartment has not been an option. His apartment had been in this condition prior to **************** signing a lease renewal with the previous management company. 

  Customer response

  09/16/2023

   I am rejecting this response because:
  I have never not allowed anyone in to apt. to fix anything. The one item fixed off the *** list was done 4 days before inspection.  I never refused **** contractor from doing repairs and as in email stated that that I am uncomfortable with him and ask you for his name, company's name, and copy of insurance and bonding of  employees. This is not unreasonable and simple if he is going to do work.  The reason for this is that I need to know is to protect my $20,000 + antique glassware collection and my 24 pieces of antique furniture.                    *** is also insulting me about saying that I don't keep a clean, sanitary home( I do expect an apology for this remark). I do clean my apt once or twice a week and keep it sanitary.  I have COPD and asthma so it is necessary so I don't have to use my 2 inhalers and breathing machine.  I also use my air purifier.   *** is more than welcome to call the board of health to come out and inspect the unsanitary conditions.   The BBB is also welcome to call me and inspect    I will do a separate email to them and invite them out to the apartment 
  
  

*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. ↩