ComplaintsforOKC Home Realty Services, LLC

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 2024, I started having issues with my toilet. It progressively got worse by February and submitted a maintenance ticket on February 19, 2024, to OKC Home Realty. The toilet would randomly bubble on its own and would bubble when water was draining from washer or shower. They did send a plumber out and I explained everything to him, so he proceeded to snake the toilet. He was here for about 4 hours trying to snake the toilet but never found a clog and advised it was a ventilation issue. He broke the cover off the tub and said he would be back to replace/fix it but never showed back up. I tried to contact OKC Home Realty by phone and leave voice messages and when they would finally pick up, they hang up before saying hello. The only way I have been able to get in contact is by text. I've tried following up with texting as well but no answer. I resubmitted a maintenance ticket today (3/21/24) advising the pluming issue is not resolved and still needs to be fixed. They finally called me yelling saying, "the owner told us to replace the toilet lid" and "we cannot tell the owner no". Keep in mind the maintenance man didn't replace the toilet lid when he was here the second time to look at the problem. I advised I never submitted a maintenance request about the toilet lid because it's not broken. I advised it's the pluming that is not working correctly. She started talking over me and saying, "tell us what you want" and "everything is fixed". I asked them to please re-read my initial request and second request that was submitted and all she kept saying was we only received a request about the toilet lid. Issue still not resolved and handled in an unprofessional manor. I've also notified them that I need help in finding the cost of what the month-to-month rent will be due to trying to find a new place but have yet to receive an answer from them. My lease ends March 31st, 2024, and states I will be penalized if not signed within so many days before April 1st, 2024.

  

  Business response

  03/22/2024

  Here are a list of the issues:
  1. That day, one of our maintenance technicians went into her property.  She wasn't expecting him, and he entered without knocking.  
  The maintenance technician had entered the wrong unit.  He phoned the resident in the other unit who told him to come right in to fix the issue because she was in the back.  
  I apologized profusely to the resident about the technician entering without knocking.  I had a conversation with the technician about the importance of being much more careful.  
  2. The end of her lease is end of the month, and she was trying to find out what the month to month fee would be to be in a month-to-month agreement.
  I explained that the month to month fee would be $50 per month if the resident would be in the property after expiration.  If they put in a notice to move, they would be charged a prorated rent through the date of their move out.  
  3. She was requesting that a $35 administrative charge be removed from her ledger.  I agreed to waive the fee after looking at the circumstances.  
  4. She explained a plumbing problem she was experiencing that had not been resolved.  It was a gurgling that happened once and while, and also the water drained slowly from the toilet.  
  We had a plumber at the property on February 13.  The clog had been cleared.  I phoned the plumber to get more detail and explain what was going on.  Based on the discussion with the plumber, he recommended running a camera down the drain to find out where tree roots were causing problems.  I gave the OK to that work, and asked him to schedule with the resident.  Once we have that result, the line can be dug up and replaced.  
  5. The resident had tried to call our office, but the phone kept disconnecting.  I could not find a problem with the phone.  
  
  

  Customer response

  04/30/2024

  New complaint submitted on 04/30/2024- BBB has added the new complaint to this complaint, please see details of the new complaint below and respond accordingly!- BBB Staff PN

   

   

  I submitted a complaint on March 21st, 2024 (#********) against OKC Home Realty. In a response from *****, he mentioned there was nothing wrong with the phones of the business. This information is incorrect. When you call it either rings continuously with no answer or someone will pick up and hang up on you. This complaint is in regards of officially moving out of the property. I've given ***** more than enough time to make this right but refuses to do so. In my original complaint (********) he discusses the month-to-month fee of $50 and a prorated rate for ***** since my official day to be out of the property was ***** 22nd, 2024. I have a ledger of payments showing I'm being charged the remainder of the month of ***** from the 23rd to the 30th and a late fee of $50 when I paid the prorated rate on the 1st of *****. I've asked to get this corrected by email four times with no resolution. The deposit was $600 and only refunded $281.33. There was a $50 late fee charge, $30 fee for having to mow the lawn (which has not been mowed), and additional $238.67 for the remainder of the month of *****'s rent. I'm asking for the $50 late fee removed since the pro-rated payment was made on ***** 1st, the $50 fee of month-to-month needs to be added, and $238.67 to be added to the refund of $281.33 since I was out of the house and turned in the keys on ***** 22nd. $600 deposit -$50 month-to-month fee -$30 mow fee =$520 refund. I left this property in excellent condition and will attach pictures. I deep cleaned the carpets and home, left the original curtains that was there when I moved in 4 years ago (still in same condition), replaced all the original blinds with new ones, and replaced the air filter before turning in keys.

  
  Sincerely,
  
  *****************************

  

  Business response

  04/30/2024

  Subject: Resolution of Complaint #********
  Dear ********************,
  Thank you for bringing your concerns to our attention regarding your recent interactions with OKC Home Realty. I have thoroughly reviewed the details of your complaint and appreciate your patience as we worked to address these issues.
  Upon investigation, I regret to inform you that we were unable to identify any technical issues with our phone system during the period in question. However, I acknowledge your experience of encountering difficulties when attempting to reach our office, and I apologize for any inconvenience this may have caused.
  However, I understand that text correspondence has been an established channel of communication between you and our office since 2021. I regret any miscommunication or oversight in this regard, and I acknowledge that alternative lines of communication should have been utilized to address your concerns promptly.
  Regarding the discrepancies in the rental payment and the security deposit refund, I can confirm that we made an error. I apologize for any confusion or inconvenience caused by the incorrect charges (we had charged the entire month of rent rather than the prorated amount), including the late fee and the lawn mowing fee.
  In order to rectify the situation, I have taken the following actions:
  1. The $50 late fee has been waived, as the prorated payment was made on April 1st.
  2. The $30 fee for lawn mowing has been removed.
  3. An additional refund of $318.67 will be issued to you to correct the overcharge for the remainder of April's rent, and placed in tomorrows mail.  
  Once again, I apologize for any inconvenience or frustration caused by these discrepancies.
  If you have any further questions or concerns, please do not hesitate to contact me directly at ********************* Thank you for bringing these issues to our attention, and we appreciate the opportunity to rectify them.
  Sincerely,
  *****************************
  Broker / Owner
  OKC Home Realty
  

  Customer response

  05/01/2024

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩