ComplaintsforUtopia Management

• Initial Complaint

  10/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My house got infested with rats it is now a month later I have not been able to stay there and the house is filled with rat poo. To make things worse they are insisting I pay this months rent which they are threatening me if I don't with. Evection..They won't return my money from last month which I paid in advance the hous is uninhabitable and still is these people need to b stopped so they can't do this to anyone ******* horrific situation has been mishandled by Utopia to an unimaginable degree they need to b stopped from inflicting the pain and suffering I am enduring

  

  Business response

  10/04/2024

  Mark,
  I will review the sequence of events to explain the situation and our prompt handling of the rodent issue.
  08/21/2024 – Upon receiving the first report of rodents in your home, we immediately created a work order and dispatched it to Mr. Beez Termite and Pest Control. The vendor scheduled an appointment with you on 08/23/2024, assessed the property, and approved the installation of traps and sealing of all access points. These measures were completed by 09/04/2024.
  
  09/20/2024 – You came into our office to report that the rats were still an issue. Mr Beez Termite and Pest Control was sent on 09/20/2024 & 09/21/2024 out to check the current traps and set additional traps. We also had assigned a work order to our cleaning vendor, Bubbles Cleaning, to clean and disinfect the property. At this point you let us know you wanted to go to a hotel. Both vendors notified us that your home is full of personal items and is challenging to maneuver and clean. The vendors informed us that you would need to help organize/move your items for proper treatment and cleaning of your property. Bubbles Cleaning informed us that he had scheduled an appointment with you on Tuesday 09/24/2024 to clean your property. At this point, the owner approved that you stay in a hotel and that the owner would reimburse you with a rent credit. You stayed in a hotel from 09/20/2024 – 09/24/2024, and a credit of $509.34 was applied towards your October 2024 rent. A copy of the hotel receipt is attached.
  
  09/23/2024—During a routine check of the traps, Mr. Beez Termite and Pest Control discovered a potential issue with the sewer line. They immediately informed us, and a smoke test was approved and conducted. The test revealed a leak in the sewer line, but the exact location of the break remains unknown. Our maintenance department has now transferred the case to Hammer Plumbing for further assessment.
  
  

  
  

  Customer response

  10/04/2024

  that is not true lies from them like always I notified Utopia at the beginning of Sept that the house was uninhabitable at that point I also left a message on the 10th of Sept that the situation was out of controll no response I did not stay at house because it was infested wit rats and I have witneses to all the above as well as pictures 

  They said they would reimburse me for every day I couldn't live there from the money that I paid in advance for the rent they have not. You cannot believe a word they say. 509.00 that they credited me was out of my pocket which I want back directly. They owe me 1month rent and the check.it took 17 phone calls in one day for  them to get me a hotel room for 4 days. There dates are lies and pretty much everything from them is a made up story or an absolute lie. I have not been able to live there because of the rat infestation  for over a month and I am still not able to move back. You can't believe a word these people say. If you were to read the reviews on Utopia u can see I'm not the only one that thinks they are lies and thieves. I can't believe that all the negative reviews are lies

   

   

   

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  Business response

  10/07/2024

  After your initial report of rodents on 08/21/2024, Mr. Beez Termite and Pest Control inspected your property on 08/23/2024, completing trapping and sealing by 09/04/2024. Despite these efforts, you reported continued issues on 09/20/2024, leading to additional visits from Mr. Beez and a cleaning order for Bubbles Cleaning. Due to the clutter in your home, the vendors requested your assistance in organizing the space for proper treatment. You were approved for a hotel stay from 09/20 to 09/24/2024, with a rent credit of $509.34. During a follow-up, Mr. Beez identified a potential sewer line issue, and a smoke test revealed a leak. Hammer Plumbing was dispatched to fix the problem on 09/25/2024, capping off the line to prevent further rodent access. On 10/01/2024, Bubbles Cleaning arrived for a scheduled appointment but was unable to access the property. A new cleaning appointment was scheduled for 10/04/2024, and once completed, we will calculate any additional rent credits owed to you.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached

  

  Business response

  10/04/2024

  Hello: We apologize for any inconvenience. we have refunded your application fee. It should reflect in your credit/debit account in the next 5 business days. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Property manager hired to manage property. Feel with no clear statements or proof; they're embezzling our deposit funding toward made up maintenance and repairs. Haven't received any deposits from property in 5 months

  

  Business response

  09/06/2024

  Hello ******,
  
  
  We understand your concern regarding the property being managed for the Owner of this property. The Owner is also up to date with monthly statements, vendor invoices and approval of the work orders showing where the funds are being allocated. You as a family member were provided a draw last month and once the property is back to 100% occupancy and the the rebuilding of three of those units and exterior deferred maintenance has been completed, you will start to receive your regular draws again.  
  
  
  Sincerely, 
  ***********************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been applying to houses. Found a beautiful house with Utopia Property management. Only to be told yeah we will run your credit even though you don't qualify due to our company policy of 3 times income. That makes no sense. It also doesn't make sense that a military service member with 12 years of service is not considered qualified to rent a 3600 property when the military basic housing allowance in 3400. Coming out of pocket for the rest. My credit score towers most with a ******* yet I can not be trusted to rent when I was paying a mortgage for the last 4 years. These rules now adays set by corporation meant to help people just s**** them over and lets not forget the 400 they charge for a lease preparation that I was willing to over see due to needing a roof over my head but this here is how loyalty works when service members protect the country but can't be trusted to rent under some asinine regulations. Finally something was done about 2 months rent plus deposit for California housing laws I would think next is stopping management companies from implementing income ratio parameters or impractical fees. Thank you for looking into the issue. I would gladly take a phone call or an apology from the management company.

  

  Business response

  08/15/2024

  Good afternoon *******,
  
  Our income requirement is part of our standard practice, intended to ensure that tenants can comfortably afford their rent and avoid potential financial strain. However, I understand that this policy may not fully account for the stability and reliability of military income, and I sincerely apologize for any distress this has caused.
  
  We have processed a full refund of your application fee, which should appear in your account shortly. Additionally, Ill be sharing your feedback with our team to improve our understanding and handling of applications from military personnel in the future.
  
  Thank you for bringing this to our attention. We wish you the very best in your housing search and thank you again for your service.

  Customer response

  08/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are first time landlord who bought a brand new house to supplement our SSS income.We decided to hire Utopia because of their ad claiming Landlords with peace of mind because we are both senior citizens and needed professional help to rent the property.The main objective was for them to select the right tenant who has been checked and fully vetted. In a matter of one year and a half the tenant did a lot of damages that we have to replace carpet painted the house and ended up selling the property because it caused so mych stress financially,and emotionally that we shouldnt have suffred if they did the most important job of selecting the right tenant.We are both senior citizens with serious medical issues heart problems diabetes and now the prospect of additional income is gone.How could they decide to put a tenant that wasnt throughly checked. We paid almost 8 percent each month.I have submitted a complaint to them and havent heard any reply.I dont know if other landlords have experienced this but this shouldnt happen especially if the owners are senior citizens who put their trust in them with their false advertising and ended with financial losses.

  

  Business response

  08/12/2024

  Thank you for sharing your concerns. We understand how important it is to have a clear understanding of the situation.
  The tenant in question was fully vetted meeting the rental criteria, and consistently paid rent on time from the start of the lease on March 18, 2022, until July 2023. Unfortunately, she began to face challenges and fell behind on payments, ultimately choosing to move out voluntarily on September 19th. During her occupancy, there was indeed some damage to the paint and carpet, which, while regrettable, is sometimes an unavoidable aspect of renting.
  We value your feedback and are committed to providing transparent and professional service to all our clients. If you have any further questions or concerns, please feel free to reach out.

  Customer response

  08/12/2024

  For a brand new house to undergo such huge repairs replacing the carpet and painting is not normal wear and tear and she inly stayed there for 1and a half year.I would like to see the paperwork of how she was vetted her income,rent history and she needed a cosignor to rent the house.I would also like you to provide me a copy of the signed contract withUtopia and us.We specified with ***** we arent in a hurry to rent the place.When you say vetted I would like specific answers not just genral statement.It is impossible to believe that nobody would want to rent a brand new house.

  

  Business response

  08/13/2024

  The applicant had a credit score of 662.  Her income was 120k per year and was verified which was 3.5x the rent.  Her previous rental verified that she was paying $3050 with no late payments.
  
  
  She did not require a ********* as both her income and credit score exceeded our minimum requirements.
  
  
  It is unfortunate that she damaged the paint and carpet but there was no way to know that would happen.  It's always a risk when owning rental property.
  
  
  Additionally, you had told me you wanted to sell the property before she ever vacated.  You asked me to reach out to her to see if she was interested in purchasing it.  Your decision to sell was made before she ever vacated and had nothing to do with the condition of the home upon her departure.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************************* and her team located at *********************************************** knowingly accepted a tenant (**************************) who broke lease agreements at prior addresses (vacated without proper notice and with balances due) and then ultimately broke our lease agreement (vacated without proper notice, with balances due, and smoked when originally stating that he did not). We paid ********'s team to find us a qualified tenant and to our understanding qualified does not mean just a high monthly income. We called past landlords to verify the tenant's poor credit history. This tenant left us with over $8k in unpaid debt including $3000 in costs to replace the flooring that his pets ruined with stains and a strong odor. We are seeking a refund of $1504.97 because those are the maintenance charges that have nothing to do with the regular payment collection and processing that Utopia's accounting team actually performed, but ******** definitely owes us more than $1500 in terms of the time and anguish lost on this whole ordeal.

  

  Business response

  08/12/2024

  Dear ******,
  
  
  We have researched your complaint about the tenant placement process with your property located at ***************  We are sorry that you had a poor experience with the tenant of your property.  Tenants do commit errors in judgement, leave properties with unpaid rent, and damages to property.  Applicant screening is not 100% guaranteed to eliminate these lapses in tenants' behavior or judgment.
  
  
  This tenant that resided in your house was qualified 12/2022 to rent the house under Utopia's qualifications standards.  They exceeded the income requirement of 3X the rent paid the deposit required of $3850.  The information was verified electronically for both applicants' rental history and employment was provided by an offer letter of verification from Peace Health.  Utopia did not receive any derogatory information from the tenant's previous landlords or any party.  They were approved with an increased deposit.
  
  
  Utopia offers inspection programs for owners either by request or during the winterization's inspection service in the fall.  On 10/3/23 you declined the Winterization inspection for your property.  If Utopia had been allowed to perform this service, then Utopia may have been able to warn you about possible damages.  At any time you could have requested an inspection to check on how the tenants were taking care of your property.
  
  
  Utopia is not responsible for the damages that occurred through this tenant's actions.   
  
  
  Respectfully,
  
  
  Utopia Management

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We worked with Utopia property management company to manage our rental property from September 2022 through September 2023. We received and paid for two wrongful charges for gardening services totaling $200. I emailed the property management company on 12/1/2023; 1/22/2024; and 4/30/2024; to try and get this matter resolved and have the $200 refunded to us. The first response I received back from the property management company on 12/20/2023, stated: "I have sent in notice to the vendor to issue back the two charges, one for October and the other for May. Once we have the check, I will mail it to you." No check was received. To my follow up email sent on 1/22/2024 I received the following response on Jan. 23, 2024: "I will check back in with the vendor and follow up.". I never heard back after that. I sent a final follow up email in 4/30/2024 and never received a reply. Here are the items I am requesting a refund for:1. Gardening Charge for October 2023:In the November 2023 statement from the property management company, we were charged $100 for October 2023 . Given that the tenants vacated the property at the end of September 2023 and we resumed possession of our house and formally terminated our relationship with this property management company, there should not have been any gardening services for October 2023. It was their responsibility to inform all vendors, including the gardener, to cease services effective September 30, 2023. We should not bear the cost of a gardening fee due to a lapse in their duty to cancel the service. Therefore, I kindly requested a refund for the $100 gardening fee for October ******. Double Charged for May 2023 Gardening Service:Upon reviewing past statements, I discovered a double charge for gardening services for May 2023. Specifically, we were billed $100 for May gardening in both the May 2023 and June 2023 statements. I am seeking a refund of the $100 overcharge for the double billing of the May 2023 gardening service.

  

  Business response

  08/28/2024

  Utopia Management did send notice to the landscapers to end the services on your behalf after your notification of cancellation to move back into the home. We have contacted them on your behalf multiple times now, but they have not agreed to the reimbursement for the services since they did service the yard in October. I can provide their direct contact information in order to resolve this issue with them directly. I apologize for this inconvenience and please let me know how we can further assist you.  I have sent out another email and request to the landscaper in order to continue trying to resolve the issue on your behalf. 

  Customer response

  08/28/2024

  I am writing to express my dissatisfaction with the proposed resolution regarding the charges I have disputed. While I acknowledge Utopia's efforts to contact the gardener for reimbursement, I find their suggestion that I should directly contact the gardener to resolve this matter unacceptable.
  As the property management company, it was their responsibility to ensure that all services related to the property were properly and promptly canceled upon the termination of our agreement. The charge I incurred as a result of the gardeners continued service in October ******************************************************************************** a timely manner. It is unreasonable to expect me to resolve an issue that resulted from their oversight. I should not be burdened with the task of contacting the gardener or seeking reimbursement for services that I did not authorize and that should have been canceled by their office.
  Additionally, one of the charges (May 2023) I am requesting a refund for is a double charge by Utopia, which has no connection to the gardener whatsoever. This double charge is a clear billing error on Utopia's part, and I expect it to be corrected without delay.
  I request that Utopia take full responsibility for both errors, ensure that the charges are reimbursed, and provide a clear resolution that does not require my involvement in contacting third parties.
  Thank you for your prompt attention to this issue.

  

  Business response

  09/04/2024

  Hi ******,
  The vendor is dropping a check off tomorrow. Accounting will apply the funds to your account. Once the funds clear, we will issue a check. 
  Thank you. 
  *************************

  Customer response

  09/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The check should be mailed to **************************************************************
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved to a property managed by Utopia Management in 09/01/2021 and I went for 10 months with no working heat, no working blinds and a leaking window that caused my Asthma to flare to the point of mold and I couldn't sleep in my bedroom. I requested multiple repair maintenance online requests from the move in date and they did nothing to fix it until I finally threatened to file a lawsuit or complaint against them. I have moved from the property as of 04/30/24 and requested in writing to have a walk through and they ignored that and waited until 05/22/24 to inspect my unit which I left in pristine condition and even painted the walls after filling nail holes. They charged me to sweep under the staircase area which was not mine, charged me for disposal of ice cream which I had my son verify that I did not leave it there, also, a mat of some sort and that was not mine. They stated that they had to magic eraser the walls of the living room, bathroom and dining room but I painted the walls and another tenant that lived there helped me. They sent me a walk through report that I received on 06/03/2024 and charged me $50.00 to dispose of ice cream that wasn't even left there and a mat disposal. They also charged me $100.00 to magic eraser the walls that I painted!!!This company is a horrible property management, there is a massive turnover every single month, no follow through and all they care about is getting your rent!!! Horrible unacceptable management and they never do anything within a reasonable time frame.

  

  Business response

  08/09/2024

  We sincerely apologize for the inconvenience you experienced with our service. After reviewing your case, I found that the heater repairs, completed by a licensed electrician, were delayed due to scheduling, during which we offered temporary heaters. The blinds, which were a special order due to their size (95x48 inches), were delayed by supply chain issues, and the replacement window, ordered in November due to failed seals, was installed in February 2024, again delayed by supply chain challenges. At move-out, the blinds, heaters, and windows were found to be in good condition.
  We understand there was confusion regarding items left behind. When you gave notice, we requested an in-person walkthrough, but did not receive a response. The property manager was unaware of your son's re-entry into the unit until you mentioned it later. After confirming the items were gone, the deposit was adjusted, and you received a refund of $800. The remaining $100 was used for wall cleaning, a reasonable charge supported by photographs. To minimize costs, we chose to wash the walls instead of painting, which would have been more expensive. Although you were aware of available touch-up paint, it was not used before move-out. We regret that we cannot refund the $100 for wall cleaning, but all other disputes have been resolved. The lock change cost was covered by the owner and not passed on to you.

  Customer response

  08/10/2024

  I filled every hole and painted all the walls before I moved out - you did not comply with the in-person walk through that was requested on the documents that I completed when I gave notice.  I called to have a walk through and you all told me that Shayli didnt work there anymore and you werent aware - even though I completed the paperwork and requested the in-person walk through to avoid you keeping any of my deposit.  My son did not enter the unit after April 30, 2024 - he went back that night to get the ice cream that was in the freezer - I told ******** that and my key and parking pass were mailed the evening of 4/30/24 from ******************* post office - how could he enter without a key????

  Utopia Management never ever offered me heaters whatsoever, they took 10 months to even send somebody to measure the blind and I suffer from Asthma and had to threaten Utopia Management with a lawsuit if they did not replace the window - their maintenance gal at the time told me that the glass company never even ordered the window the first time and they did not follow up and thought it was all done - IT WAS NOT FOR OVER *********************************** my bedroom while sleeping because of the mold that the bad seals were creating.  
  

  I called several times after April 30, 2024 and you didnt even do the walk through until the end of May and my deposit was sent late according to law.  The walls in my unit were clean, holes filled and painted - whatever you are saying was on the walls happened after I moved out.  I left that unit spotless and clean!   You are the worst management company I have ever seen and your excuses are unacceptable and all lies.  You pushed me back with the heaters, the blinds, and the window - YET I PAID MY RENT ON TIME EVERY SINGLE MONTH WHILE LIVING THERE.  

  IT DISGUSTS ME THAT YOU WOULD TAKE $100 of my deposit and your response is all excuses about the vendors or the orders were delayed!!!

  

  Business response

  08/12/2024

  Dear ****,
  
  
  We apologize for any inconvenience and miscommunication that occurred during your tenancy.  Because of the inconvenience we have processed a refund of $100 of your remaining deposit.  You will receive this by mail from our San Diego office.
  
  
  Respectfully,
  
  
  ********

  Customer response

  08/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **************************
  
   
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Building management ignores requests for maintenance and fixes nothing. Management has repeatedly ignored and cancelled our many requests for repairs. The tub has a hole in it, the bathroom has black mold on the walls that has not been repaired and the windows and doors are broken without insulation. Also, there has been no working laundry machines in over 3 months despite on-site laundry being promised at lease signing. Certain white tenants even have their own laundry machine in the apartments but minorities cant even wash on-site. Management ignores requests made by minority tenants. Completely racist! White tenants get their repairs but not minorities. The numerous unanswered requests made by minorities are proof of prejudice by Utopia and the property manager ************************************* located in the **********, *********

  

  Business response

  06/10/2024

  ********************,
  I regret your dissatisfaction with the handling of your requests. Rest assured, I am committed to addressing them satisfactorily.
  

  Regarding work orders, I've ensured timely responses. Cancelled orders were duplicates, with the initial one prioritized. No work order was found for the mentioned issues, but they're now addressed.
  We're actively resolving the laundry area issue, as communicated to all tenants. As for promises at lease signing, please contact your property manager. Any tenants with personal laundry machines were not documented upon management takeover.
  

  Regarding the accusation of racism, I decline to address unsubstantiated claims. We treat all concerns equally.
  I'm available to discuss any further concerns in person at the office or complex.
  

  Thank you for your time and email.
  

  
  *********

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of Monday May 13th 2024, I was informed by an employee of my landlord that I owe back rent, and that I would need to in his own words. "pay or move out". This house has been in disrepair for quite some time. The new management company every time I call them keeps claiming that I don't have my property managed by them. I'm left with no means to pay my rent. As I've no income. I can't even access their tenant portal website to view the outstanding amount. This employee simply told me $3,000. Prior to us starting to miss rent. We always paid on time. In spite needing maintenance. Now. I don't even know who to pay. ******** doesn't even seem to understand who actually is calling the shots. I need assistance in delaying this action against me. I've got a disabled mother. Who I'm still waiting on a disability decision for. And no means of obtaining income this represents a great deal of hardship for me. Especially since I already have someone willing to help me make the repairs. But I just want to be able to log on to the website to see my outstanding amount. I was supposed to be giving written notice I thought. But evidently such isn't necessary. I'm not appreciative of them lying to me. And the customer service has been abysmal. If anything I want the outstanding amount forgiven. Deducted for the sake of making repairs. I'd also like to negotiate a rent decrease. Because again this house has been in terrible condition for a long time. I'm not being unreasonable. I just don't have any other options. If I could move I would. But I've been here for no less than 15 years. I made prior maintenance requests but they'd all gone unanswered. And the website that used to manage my property. Deleted my account and never gave me any notice. Meaning I lost the record of most of those maintenance requests. So I'll attach the ones that I do have.

  

  Business response

  08/12/2024

  Hello *******,

  I am sorry for the confusion.  Utopia Management acquired some of the accounts handled by MidCal Property management.  Your account was not one of those accounts. Therefore, we do not manage this account.  You will need to contact the property owner directly, if you have not already, for details on where to request maintenance and send rent. Apologies again for the confusion.  

*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. ↩