ComplaintsforPremier Property Management Group, LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is my first complaint to BBB concerning this business so instead of Bashing their not so good service I will like to give them the chance to fix it. I'm sure this is this the beginning. We live in a property manage by this company and the house is falling apart. Field mice and snakes have been found in my home on 2 occasions and still they are yet to fix the problem. The house is falling apart. We leased from a company that has no regards for their resident. This is just the tip of the iceberg to the problem in this home. It has been over a year with a open maintenance request. The last request to fix the holes in their walls that's has snakes crawling in my kitchen was done June 30th and today is July 30 and still its not fix. Horrible

• Initial Complaint

  02/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  PPMG has reported to my credit that I owe them over ***** dollars. After getting as much information as possible I found out they were located in Texas and that someone got an apartment in my name. The address associated with it is **********************************************************. I have reached out over email and talked to multiple over the phone trying to have them send me information on all that they had so I can get this off of my credit. I have informed them, the manager of collections ******************************* and *************************** at Rental Recovery Solutions I have never lived in the State of Texas. ******* states all documents were verified before the move in and a rental verification was done verifying the last address and payment history as well as a background check and credit check. I spoke with someone from PPMG as well over the phone and asked how did they even sign the lease and get the keys to the property without them verifying the identity in person and she stated that they dont verify the identity in person and the lease was signed online and the keys are at the property on the date the lease is supposed to start. I don't think this company should be allowed to be in business if they are allowed legally binding contracts to be signed without verifying someones identity. I have tried to ask could i send them documents that prove I have never lived in texas and documents that prove I have worked and lived in ********* my whole life but he said there is nothing that he can do.

  Business response

  02/05/2024

  We are currently looking into this to resolve this matter as quickly as possible.

   

  Thank you!

  Customer response

  02/07/2024

  Complaint: 21234261
  
  I am rejecting this response because:
  Thank you for looking into this situation. I was notified on the same day as your response that my credit had went back up and the collection was removed but when Iooked on there it still showed the collection. Do you have an estimate on the time it takes to disappear? I also noticed that the collection was added to my equifax twice. When the collection is removed, will it remove from both equifax and transunion or did I need to have a dispute already in place for all three? Thanks!
  
  Regards,
  
  Ambrecia ********

  Business response

  02/07/2024

  Upon receiving this complaint we have done additional diligence and confirmed all of the information was correct and verifiable. If additional steps are needed to be taken by the consumer, we recommend reporting to local authorities possible identity theft and inquiring about the next steps to be taken.

  Customer response

  02/07/2024

  Complaint: 21234261
  
  I am rejecting this response because:
  I am uncertain what information you have. But i would love for all of it it to be sent to me via email **************************** I have never lived in the state of Texas and have never heard of your company until January 29,2024. I need all information on how payment were made (money orders, check, cash), proof of my identity that you have on file, signatures on the lease, etc. 

  If you have verified accurately you would see that all of my addresses and I have on file are in ********* and there are no gaps. I also have proof if employment in ********* since  2016. I was notified by ******* that the lease was signed on November 29, ******************************************************** ********* or traveling from the year of 2021 - 2024. So in addition to you sending me over everything so I can get a police report and a lawyer, i would love for you to recheck.
  Regards,
  
  Ambrecia ********

  Business response

  02/23/2024

  We will be happy to assist and comply, but not via a better business bureau complaint. We advise the authorities be contacted if there is/was identity theft, and the appropriate file be opened so that we may provide any/all information pertaining to this case. 

  Customer response

  02/23/2024

  Complaint: 21234261
  
  I am rejecting this response because:
  I have already contacted law enforcement, completed a police report and filed a identity theft report with the **** I have no way of contacting you all every time I call to speak with someone no one answers the phone. Going through BBB is the reason I got this many responses now.

  So, please tell me how do we go about getting this resolved.
  Regards,
  
  Ambrecia ********

  Business response

  02/27/2024

  The authorities would need to contact us and subpoena the requested paperwork etc. Unfortunately, we cannot just hand over paperwork to anyone who asks, as we have a duty to confidentiality. We truly are not trying to be difficult and are happy to help. I will try to contact you directly and see what we can do.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The owner of the property that I rented from this company, ***** Sundrop Ln, decided to sell the property so we were told by PPMG 45 days in advance of our lease ending that we were expected to move out. We moved out on June 30th after ensuring that the key was in the lock boxy and the property was fully cleaned and the yard mowed and edged. I sent the representative I was texting with a forwarding address and they acknowledged. it wasn't until August 4th, that we finally received a email from the company with the final statement and an itemized invoice of all the deduction from the $1,995 security deposit we had given them at the start of the lease. I immediately replied to the email asking questions about the charges since most were of the normal "wear and tear" variety such as carpets and minor paint chips that the state of Texas says is protected renter's rights. the company has since been extremely difficult to contact with most phone calls, texts, or emails going un-answered. The few times I have been able to get ahold of someone, I was answered with a non-committal answer along the lines of "we'll look into it and get back to you". I sent an email again on September 3rd and another one on October 4th to try to get an answer and my deposit back from the company. I've called multiple times with no answer. This is well past the 30 day timeframe given by the State of Texas to return a deposit

  Business response

  10/20/2023

  I show where this is handled. Apologies on any delay if occurred. 

  Customer response

  10/20/2023

  Complaint: 20759856
  
  I am rejecting this response because: there has been no communication regarding this from the company. I have checked my mail every day for the past 3 months and have not received anything. I have tried to call, email, and text.
  
  Regards,
  
  ***********************

  Business response

  10/20/2023

  I show this was handled as sheet is signed and we had forwarding address as ************************************************************;** *****. Release form attached showing as processed.

  Are you saying that the check has not been received and is possibly lost in the mail? If so, we will be happy to resend. 

  Customer response

  10/23/2023

  Complaint: 20759856
  
  I would like the company to resend the check if it has indeed been lost in the mail. If this was all that was needed, why wasn't this answered during one of the many attempts to contact? 
  
  Regards,
  
  ***********************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/20/2023 This complaint is to inform that I submitted an application with this company, I went to tour a home after looking at home in which I can provide an address if need be that was completely dirty had a foundation issue, cracks in the wall old smelly furniture, and whole lot of other issues and dead insects all over , I asked to see another property listed on their site which the realtor was very helpful and happy to show, but when I came to the application process I feel like I was completely discriminated against, my family lost everything in my apartment fire which I believe that this is one of the reasons why the application was denied. When they reached out to get rental history and a former apartment told them that they were severe damage. No one called to ask me what happened so that I can explain that it was a fire that was beyond our control.. also, I was advised that there was a late rental history in which had to be there from a world wide pandemic were millions of people lost their income and unfortunately we were a family affected. I told them that the late payments came from when we had to get rent relief through the Arlington housing authority and that they were submitting the payments late due to the program being backed up and was even willing to show documents to support this I was never given an opportunity to clarify the issues, and I feel like this goes against the fair housing act. Now I dont know if this is a matter of race, gender or even my age, but I am willing to take the appropriate measures to make sure that my family and other like us has a fair opportunity to have a home and to be safe. I will contact the **** if need be as well as media outlets.

  Business response

  10/12/2023

  The applicant was declined due to 7 late payments in the past two years. There was no mention of providing proof to show us why she was late at time of the denial.  If she has the documentation that shows why rent was late, we will reopen the file and review.  The property she had applied for is no longer available.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business does very shady business they take all the money as if your approved and then the deny you and tell you that you cant get money back unless you dispute it. They are very rude and they dont explain anything to you. Very bad business to have as a property management.

  Business response

  07/27/2023

  Unfortunately, the applicant was unable to verify their identity, via a 2 step authentication method, at the lease closing call. This is a step that is required on all lease signings to ensure that the person that applied would be physically and financially responsible for all lease terms. Therefore, the process was halted immediately, as required, and instructions were given on how to receive a full refund. We will verify that the refund is received by the complainant, and assist further with that process if needed.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I leased a home from Premier Property Management Group. I moved out of the home on 3/21/2023 and as of today, 4/25/2023, I have yet to receive a statement of deductions or receive my security deposit refund. Texas State Law provides in Sections ****** through ****** of the Texas Property Code that it is incumbent on the landlord to return the security deposit, less reasonable damages, to the previous resident within 30 days from the move out date. These are my legal protections and Premier Property Management Group is 4 days beyond the what the law allows for the refund of my deposit. Section ****** states: the landlord shall refund a security deposit to the tenant on or before the 30th day after the date the tenant surrenders the premises.When I called today and spoke with *******************************, self-identified manager at Premier Property Management Group, he explained to me that they had made an error and mailed my Security Deposit Release form to my old address where I clearly did not live any longer. He advised me that they made an error, but that it would require me to sign a release form for my deposit refund and it would take another **** business days to provide me with my refund. This is absolutely not keeping with the spirit of the law. I demand that my refund be paid to me immediately pursuant to the Texas State Civil Code******. This withholding of my deposit beyond 30 days is illegal.

  Business response

  04/28/2023

  Good morning!

   

  This has been resolved.

   

  Thank you

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Toilet in rental home has been flooding. Sewage is draining in the back yard. Water is going under carpets. Premier property management group sent a plumber who did not fix the issue. Requested to have another plumber take a look at the issue, ppmg has ignored the request and will not answer calls. Water damage will likely occur. Home is not livable! Cannot shower, do dishes, wash laundry, or use the toilet without house flooding.

  Business response

  02/28/2023

  We are sorry this issue is occurring. We are having plumber resolve today. 

  Customer response

  03/01/2023

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Following move out of rental property, I received an itemized list of charges. I disputed charges via email as letter from PPMG stated to do, I have also left multiple voicemails with PPMG. PPMG has never responded to emails or calls and has now sent erroneous charges to a debt collector. I will paraphrase parts of the original email below. I have received a list of charges upon move out from ***************************************************. Letter was dated 4/29/2022, I did not receive the letter via mail until 5/12/2022 and the letter was post dated 5/10/2022 so I should be well within my 30 day response period. My deposit was $1,050.00, the fact that there are any charges is ludicrous with the condition the home was in. I have a video of the entire interior and exterior of the home dated the last day of my lease which clearly shows the condition of the home. I requested a walk through inspection with a member of your team both at move in and move out and was denied both times.The remaining balance PPMG is claiming to be owed is $230., in my original email, I have disputed specific charges well exceeding the $230. Original email was sent 5/30/2022. PPMG has never attempted contact after sending initial letter. Call was received from debt collector on 12/01/2022. That is 6 full months they had to respond to my voicemails or initial dispute. I have proof of original email sent and still have mentioned videos showing condition of the home.

  Business response

  12/12/2022

  Thought I had responded to this last week, I do apologize.  We spoke with the resident and this has been resolved.

  Customer response

  12/15/2022

  Complaint: 18489262
  
  I am rejecting this response because: While yes, an agreement was made that I will be getting a deposit refund of $785 VS. a charge of $230, I returned signed paperwork as requested on 12/06 and have not received a response back. I sent a follow up email inquiring whether the paperwork was received and how long until I can expect the refund to be deposited into my account and response was not received to that email either.
  
  Regards,
  
  **************

  Business response

  12/29/2022

  This has been resolved and the resident received the refund on December 19, 2022. 

  Customer response

  01/03/2023

  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.
  
  Regards,
  
  **************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a turnkey investment property in ******, ** through ******* Invest, now **********, in January 2015.After purchasing the property, Premier Property Management, their subsidiary company took over the management of the property. I have recently been under financial difficulty in the wake of Covid and trying to reduce costs wherever possible. One of the costs I can lower is property management. From my research, I will be able to save nearly 50% on management costs by switching to a different management company. The response received from Premier Property Management is word for word below minus names for security. "Hi ***, I asked ** whether we'd consider waiving our remaining fees under the **** given our 7+ year relationship. ** was firm in insisting that we hold to the agreement without exception. So, we'll bill for the fees through 7/31/2023."Basically what they are saying above is that they will not release me from their property management agreement. Meaning they want to take 10% of my rent even if theyre no longer managing my property. Property management companies always tie in contingency fees to make sure they get paid. They have to cover their investment which Is well and good but theyre crossing the line from protecting their investment to unethically holding long-term clients hostage that no longer want to use their services. Trust me when I say they've made more than enough money off me as a client over 8 years to justify allowing me to move on without the need to hold me hostage. Not only had they made money from the property flip they've now made management fees for 8 years. For being a customer-facing and review-based business I find this greedy and unacceptable behavior. There is absolutely no reason to be treated this way. All I want is to be told thank you for your business and let me go on my way. Their company websites are below https://www.ppmgtexas.com/https://www.*********.com/

  Business response

  11/22/2022

  This has been discussed with and resolved with the owner of the subject property. The property management agreement does outline termination fees if an owner terminates an agreement mid contract, like most all contracts. This is in no way designed to hold anyone hostage, but to run a business effectively and fairly. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Application fee was processed in the amount of $123 on August 31 of 2022. A deposit was paid on September 15 2022 in the amount of $1495. Business committed to provide rental home first home I was told it already had been leased the second home offered I was towed home owner decided to sell instead of rent. The third home offered was not able to provide a ready/move-in date. I called to request refund of deposit and was told they were unable to reverse transaction since it had been done previous day And I would have to issue a dispute through my bank.

  Business response

  10/04/2022

  We are working with the applicant to get them their refund expeditiously.

  Customer response

  10/04/2022

  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.
  
  Regards,
  
  *********************************

*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. ↩