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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/15/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
When I moved into the residence, there were things marked off on their report stating that they were working when. In fact, they were not! The inspection that the maintenance team was supposed to have done could not have been done because my husband had to repair clogged sinks and blown light bulbs in various rooms our first day in the home. Now the ceiling fan isn’t work. The property manager lied to my husband telling him that they were sending someone to fix it. That was two weeks ago; however, this has been an issue that they were made aware of in July, yet the ceiling fan continues to be broken and Golden Key’s expectation is for us to continue to pay their overpriced rent, & they be allowed to remain unresponsive. This is totally unacceptable!
Business response
08/21/2023
Golden Key Realty received Ms. *******’s original work orders on **** **** for the ceiling fan, garbage disposal and pest control. Work orders were not submitted to vendors as the homeowner bought the home as new construction and asked us to let her find out if anything was covered under her warranty.
Pest control is a tenant responsibility per paragraph 30 #5 (special stipulations) of the tenant’s lease agreement with Golden Key Realty.
The tenant submitted a work order again on ******* ****** *** at 9:35pm for the garbage disposal, ceiling fan and added that the shower was backing up. Our maintenance manager submitted work orders for the garbage disposal and shower to our preferred plumber and the ceiling fan to our preferred electrician ******* ****** ***. The garbage disposal and shower were taken care of by the plumber.
Our maintenance manager resent the work order to *** ******** for the ceiling fan on ****** **** after the tenant reached back out.
On ****** ****, our maintenance manager texted the tenant and left a voicemail providing *** ******** contact information. All maintenance is sub-contracted out as GKR does not have in-house maintenance employees. Vendors are provided tenant contact info to schedule directly with the tenants as we cannot schedule for them. As of ****** ****, we have not received a response from the tenant.
Customer response
08/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* *** has come to repair the fan. ****** Pest Control, who is the homeowner’s choice, has come by attempting to resolve the issue of bugs. The plumber has also been to the property to resolve the issue with the plumbing. As a tenant, it should not take notifying the BBB in order to receive resolution.
Sincerely,
********* *************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.