Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am college student attending *******************. I am renting a property through Eagle Point Management for my senior year. To say that I have be treated disrespectfully would be an understatement. Upon moving into this house in late August, my roommates and I discovered a filthy, disgusting house that had not been cleaned in years. A giant mess left by the old tenants, along with a bug infestation. When we reached out to our landlords to request and exterminator a cleaning crew, they told us, it was our problem. We discovered mold under the sink and in the bathroom, a filthy mess in the refrigerators. We paid hundreds of dollars in cleaning supplies and replacements for things that were dirty or broken. Later in the weekend, our house was broken into. While that was not our landlords' fault, we were terrified after. In my room, as well as two of my roommates' rooms and the living room, the blinds do not go all the way down to the windowsill, providing a clear view into our house. I emailed my landlord to request this fixed to no response. The wifi also doesn't work. It was supposed to be "included" with the house (meaning the they upped the price of rent) but it is so slow and unreliable. As a college student, with a remote internship, having unreliable wifi is not really an option for me. We had to beg for an exterminator to be sent, after the bugs did not go away despite the fact that we did everything we were told (including cleaning the entire house, and throwing away all food from all the old tenants). Finally, an exterminator was sent, and our landlord told us we needed to throw away all dried foods and seal all of our new foods in plastic or glass airtight containers. As a college student, I do not have the money to throw away a weeks worth of groceries or buy a ton of containers in which to store food. My roommates and I have been completely mistreated, lived in a house with mold and bugs, no wifi, and our maintenance requests repeatedly ignored.

  Business Response

  Date: 09/16/2022

  Hello, 

  Thank you for forwarding us ************** complaint. 

  In regards to cleaning. Current roommates were living in the house prior to ***** moving into the house. Those roommates have resided there for years and/or months in certain cases. Therefore, the expectation that we as a landlord clean the entire house, remove food from the fridge or cabinets and decipher what ******** deems as trash would be unreasonable and outside the scope of the lease agreement. The mention of mold is the first time we heard of this. I do not see pictures with this complaint so I am unsure what the issue is, but it can be looked into. Her issue with the cleanliness was not mentioned in her move-in report. 

  The pests in the house were determined to be Indian Meal Moths. They are insects that are brought into a house from an outside source. The condition or cleanliness of a house is not what causes these insects to be present. We had an ***** technician come to the house on Tuesday after Labor Day to treat the home. He informed us that they likely came from a food source and that all food items need to be removed. Again, the bugs are brought in from an outside source, likely food and therefore, unless you know where exactly it came from, all food should be removed. The recommendation to remove the food was at the direction of the exterminator. (Text message with the ***** rep is attached) Also, exterminator treatments for causes due to tenants are not covered by the landlord. However, the ***** rep did come service the house at the landlord's expense (with no bill back). 

  A work order to lower any blinds has been created and we will reach out to each of the 7 roommates to determine who in fact would like their bedroom mini blinds lowered and who would not. Once we hear back, we will have the maintenance team lower the blinds. (attached)

  The lease states that 50mbps of internet speed is supplied by HomeNet to the house and paid for by the landlord. We actually supply 75 mbps to that house. Our welcome literature and office staff have informed the residents that any internet service issues should be directed to HomeNet as they are the service provider. We as the landlord do not have any control over Internet service issues. (Lease attached). Without knowing what kind of router they are using, or if extenders are being used etc we can not determine the cause for *************** spotty service. 

  As stated in lease section 10, residents are to submit a "condition of rental property" within 72 hours of moving in. Attached is a copy of the report from *********** dated a week after the start of her lease. As you will see, none of the items she mentions as preexisting are noted on her move-in report. 

  I reached out to *********** today and requested an in person meeting so we could discuss any outstanding issues. It is our hopes we can address any outstanding issues like the mini blinds, while also providing clarification as to who manages the internet service, who is responsible for cleaning and perhaps a new line of communication that will help *********** feel as those her concerns are being addressed in a timely manner. At this point, the owner of the business will handle her requests personally throughout  the remainder of her lease term.