BBW Homes

Initial Business Response / [redacted] (1000, 11, 2015/12/13) */ Tenant has occupied the property since July We feel we have resolved all of her maintenance requests in a timely mannerThe most recent complaint of the roof leaking was reported to us on 11/2/It rained for several days straight but on 11/6/a roofer spent the day on the roofHe went back a couple weeks later when the tenant reported he had not fixed the problem Now that the roof is fixed, we have begun work on the damage to the ceiling and resolving the mold issueThe Section Housing Authority conducted a Tenant Complaint Inspection and we are working on taking care of the items on their reportSection is due to come back and inspect on 12/21/We intend to have all items taken care of before that dateThe City of St Louis also performed an inspection at the request of the tenantThe same items that are already being resolved were on their listThe City of St Louis will be performing a follow up inspection on 1/29/ The tenant has stated that she would like to break her lease and move to a different unitI contacted the tenant's Section Caseworker on 12/11/to discuss the possibility, as we are willing to sign a mutual releaseThe Caseworker stated that it was not possible for her to break her lease unless the inspection on 12/21/failsThe tenant will be able to move when her lease is up 6/30/ We are sorry that the tenant is unhappy with us as we are doing everything we can to take care of the maintenance issues

Our apologies to the tenant and we attempted to install a new AC unit yesterday According to the contractor he scheduled an appointment with the tenant but when he was on his way was told it "wasn't a good time" as they had "things to do" As far as I know the installation has not been rescheduled The scheduling is between the HVAC contractor and the tenant.We took over the property management for this property effective September 1, Evidently the old unit had not been working and needed to be replaced We wait until May and June to do new installations and this year so far we have had over new installs, using two HVAC contractors, in addition to AC maintenance calls The tenants had been told they are "on the list" because they were This week we rearranged appointments and changed contractors to accommodate these tenants, only to have the appointment canceled by the tenants

We received a call from the tenant the morning of 10/26/in regards to a problem with the water heater Our procedure is to have one of the plumbers we use go out to assess the situation and repair, if possible Our two main plumbers were both on other emergency jobs at the time The morning of 10/27/the plumber contacted our office and said the water heater was not repairable and needed to be replaced by a licensed plumber The plumber who was there was able to take care of the garbage disposal [We had overlooked that work order request on 10/7/when the tenant had emailed our office, as she subsequently corresponded about another issue during the email exchange and the garbage disposal was not mentioned again until 10/26/ Our apologies for the oversight and delay.]The licensed plumber was contacted immediately and a new water heater was installed the evening of Thursday, 10/27/16.We are sorry for the inconvenience of the tenant and feel we took care of the situation in a timely manner We do not feel a rent credit or pro-ration is in order as we had no control over the water heater going out and we replaced it in less than hours

They have permission to enter my home when I am not home This is a health issue for my children with the mold in my home There is a list of problems with my home and nothing has been addressed I have a leak in my kitchen, my bathtub has mold around it, holes in my ceiling, sewage in my basement which stopped the hot water heater from working It took them days to make a repair when Laclede Gas came out to relight hot water heater It took them a week to stop the sewage from coming into my home I has so many problems with them and they will not help me I am at a lose and do not know what to do next I want them to help me and make the repairsI make my payments each month on time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe have no additional issues, we appreciate the help *** and her team have given in getting the ones we had resolved.
Sincerely,
*** ***

Please see attachment Thank you,

Customer ("Tenant") took possession of the rental home on 2/17/17. Here is what our records show: Refrigerator issue: ** 3/2/at 10:40am Tenant called saying the refrigerator wasn't working. We submitted a work order to an appliance repair company by email at 11:01am and they
responded by email at 1:08pm saying they left a message for tenant to call to schedule an appointment** 3/3/at 1:07pm Tenant called to follow up on the work order. We immediately called the appliance repair company who said they called and left messages twice for the Tenant, but she hadn't returned their call. We called the tenant and left a voicemail asking her to call the appliance repair company directly** 3/7/the appliance repair company emailed at 5:08pm and said they finally reached the tenant but she told them the refrigerator was working now. We closed the work orderFlooded basement and Furnace issue: ** 4/6/at 12:51am Tenant left a voicemail coded as URGENT to call her as soon as possible. We called her when the office opened and Tenant said her "basement was flooded and furnace wasn't working". Work orders were issued to the drain clean out company (via text at 9:17am) and furnace repair company (via email at 8:34am). The furnace repair man went out but said he couldn't do anything until the drain clean out was taken care of and the water drained** 4/11/We could not reach the tenant and hadn't heard from her, so we called the drain clean out company to see if the issue was resolved. We were told that the company left a voicemail for the tenant on 4/6/at 10:27am and again on 4/8/at 1:54pm, but as of 2:00pm today there has been no return callResolution: Tenant called numerous times on 4/6/asking if she could move to another one of our units because she felt like she had so many problems and the house "wasn't for her". I explained that these issues were out of our control and we were doing everything we could to try to resolve them We will allow the tenant to terminate her lease if that is what she wishes to do, but we won't allow her to move to another one of our units

Contact Name and Title: *** *** Owner
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@bbwhomes.com
The consumer submitted an application to rent one of our properties through an independent viewing agentThe application was received by our office on 9/12/Along with the application,
the consumer submitted a list of items that she wanted us to do to the propertyThat same day we gave a copy of the list to the owner, who said we would not commit to do several of the items on her listI had an email exchange with the viewing agent communicating the items we would not do and the agent informed me the consumer still wanted to move forward with renting the property
On 9/14/we received the security deposit and a signed Deposit Refund AgreementThe agreement stated the consumer may be subject to forfeiting her deposit if she changes her mind about moving in once the municipality has passed the final Occupancy InspectionThis agreement is not a standard document we use, but we noted that we were having the agreement signed because the consumer "previously expressed concern about wanting items done to the home that we are not willing to doThe inspection performed by the City of...indicates that the property is safe to occupy."
On 9/23/the initial Occupancy Inspection was performed by the municipality and a small list of items needed to be completed before ordering a final Occupancy InspectionConsumer called our office that day and said she needed to move in immediatelyWe explained that she couldn't move until the final inspection was completed and passedWe had previously communicated this with the consumer, but she was very upset and said she had to move that dayWe offered to return her deposit, which she declined
On 9/24/we received a copy of the Revdex.com Complaint submitted by the consumer that was filed on 9/19/I contacted the consumer who vehemently denied that she had anything to do with filing such a complaintHer boyfriend also got on the phone and used inappropriate languageI informed the consumer that we still do not plan to do the items she has requested and would return her deposit through their viewing agentShe received a full deposit refund on 9/25/and continued to deny she had filed this complaint
As an added note, some of the items the consumer requested to be done were not necessary and possibly not even feasibleShe wanted all carpets removed, three prong outlets put in all bedrooms, basement tile replaced, and entire basement painted

Initial Business Response /* (1000, 5, 2016/01/21) */
My apologies for the delay in responseI was out of town when this complaint was received
I have reviewed all work orders related to the tenant's propertyHere is a run down of all work orders:
5/2/- "Shower not working; toilet
leaking into basement" We immediately sent a plumber to correct the problem
8/18/- "Toilet is leaking; pipe is dripping" We immediately contacted our plumber and he told us he could not reach tenant by the phone numbers we providedI am uncertain as to what the final outcome of this work order request was, however we did not receive a call saying the problem had continued
3/16/- "Kitchen sink leak going into basement" - Tenant had contacted the Section Housing Authority regarding this issue - and they notified usOur plumber immediately corrected the problem
6/2/- "Bathroom has a leak that pours into basement" - This issue took awhile to figure out, as plumber thought it was a roof leakTenant finally reported it was an issue resulting from water leaking "after someone takes a bath"
6/19/- "Basement wet still" - our maintenance man was not able to access the property to assess the situation since tenant said she was "only home after 5pm on weekdays or on weekends"
6/26/- We sent a different maintenance man to "seal roofing around plumbing stack" to see if this solved the issueWork was completed by 6/29/However that day the tenant called and said now the "tub is overflowing"Result not documented
12/6/- Tenant reports "Water all over the floor again - calling Section Housing Authority and not cleaning it up" - we sent work order to a maintenance man
12/10/- Maintenance man reports it is a "sewer back up" issue and we contacted drain clean out companyIssue was resolved with report of "tampons and roots"
12/27/- Report of "Basement leaking in areas along wall"Maintenance man respondedThis was during the record rainfall and flooding period that the St Louis area sufferedI do not have an answer as to what was resolved at this time
We do not have records of the owner visiting the property and making the comment as quoted by the tenantIt is very unlikely that the quote was made, since a sump pump (if that would be required) costs between $2000-$Given the work orders (involving pipe leaks and sewer back ups), a sump pump would not be something that would resolve the issues anyway
It is unfortunate that the tenant is unhappy with our responses to her maintenance request issuesIf she wants to be released from her lease and Section Housing Authority contract, we are certainly willing to do soShe would, however, need to pay the delinquent past due rent payments (per her agreement with the courts) before we would terminate her lease agreement
Initial Consumer Rebuttal /* (3000, 7, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BBW HOMES HAS CONVENIENTLY LEFT OUT THE DATES FOR THE BASEMENT FLOODINGS SINCE I MOVED INTO THE PROPERTY MAY 2, 2014.WHICH IS THE ISSUE BEING BROUGHT FORWARD.NEEDLESS TO SAY ALL BASEMENT FLOODINGS HAVE BEEN DOCUMENTED WITH WRITTEN NOTICES TO SECTION AND TO BBW, ALONG WITH PICTURES AND VIDEOSPROVIDING A LIST OF MAINTENANCE ISSUES REPORTED OVER YEARS HAS NOTHING TO DO WITH THE CONTINUED ISSUES OF THEIR BASEMENT, WHICH PER THEIR RESPONSE STARTED ON THE DAY I MOVED INMAY 2ND WHEN I REPORTED SHOWER NOT WORKING AND TOILET LEAKING INTO BASEMENTTHEY ALSO SEEMED TO ACCIDENTLY LEAVE OUT SEVERAL DATES IN WHEN THE BASEMENT FLOODED.AS OF TODAY THE 23RD OF JANUARY I STILL HAVE NOT HAD A TECHNICAN/MAINTENCE WORKER COME TO THE HOUSE TO ADDRESS THE BASEMENT FLOODING IN DECEMBERI ONLY RECEIVED A VOICEMAIL FROM A WORKER NAMED *** STATING HE NEEDED TO GET INTO THE BASEMENT TO DRILL HOLES IN THE FLOOR TO RELEASE SOME PRESSURE IN THE FLOORS?? I CONTACTED HIM BACK AND LET HIM KNOW HE CAN COME AFTER 5PM MONDAY-FRIDAY OR ANYTIME ON THE WEEKENDS, SINCE I WORKI NEVER HEARD BACK FROM HIM OR BBW HOMESI HAVE ALREADY SPOKEN WITH SECTION AND THEY STATED THAT IF BBW HOMES WILL LET ME OUT MY LEASE I CAN MOVE BEFORE MY LEASE IS UP IN MAY SO PER BBW RESPONSE ABOVE, PLEASE SEND ME THE LETTER CONFIRMING THAT WE CAN TERMINATE OUR LEASE AS SOON AS I PAY YOU THE FEBRUARY RENT

*** ***
*** ***
Revdex.com Complaint #***
6/22/
Response to Complaint from:
*** ***
BBW Homes, LLC
A new AC unit was installed on Monday, 6/20/16, at the home
at *** ***. Mr***
was informed immediately. We agreed to pro-rate his rent beginning on
6/21/16. I just got off the phone with
Mr*** and he has agreed to move forward with renting this home
We sincerely apologize for the delay in taking care of the
AC. Mr*** saw the home on 5/27/
and wanted to move immediately. Normally
we have days to prepare a home for move in (after receiving a deposit), but
we tried to rush to get the unit ready earlier.
With a record number of AC units having been stolen from the properties
that we manage, it was a struggle to get units purchased and installed in a
timely manner. We did the very best that
we could with the HVAC companies that we use
Since the AC is now functional, we consider this complaint
as being resolved
Thank you,
*** ***

Complaint: ***
I am rejecting this response because: I'm not understanding how was it over looked when you sent someone out to look at the foundation Also I was told that someone was going to come out with a permit for the water heater cause it was suppose to be inspected and I waited at home and no one showed and I havent received a call from that dayAs of today no one has still called or came and inspected the water heater so yes I feel that I should have a rent credit It's sad when I was asked to go to a hotel when the water heater went out at my oown cost and I was told that they only had one plumber now it's twoLook I just want whatever suppose to be done, done right and inspected so I can move onMy thing is don't tell me what your going to do and then don't do it
Sincerely,
*** ***

My husband met with the tenant on 7/8/and made a list of her concerns We have had several hours logged in at this property by our maintenance men and everything should have been taken care of One of our workers spent hours there this past week and is there again today If everything is not completed by the end of this week, the tenant should call our office and we will look into reassigning the work to a different contractor One of the girls in our office has been in constant contact with the tenant and hopefully we will have everything resolved soon

Complaint: [redacted]
I am rejecting this response because:
The house only gets as cool as it does (78 degrees) because have bought three fans that constantly run in addition to ceiling fans to circulate the warm air from the AC. It constantly runs because it...

never gets down to a cool temperature so we are forced to set it around 75 to avoid having an even higher electric bill than someone who air constantly runs would have. I understand that there are several homes (25 according to [redacted]) that require air conditioner repair, however none of those 25 homes nor BBW Homes is going to have a single coin when it comes to pay [redacted] for having to run multiple fans and warm tempered air constantly until they fix the problem. As for the first mention of the air being a problem being this year, please check with [redacted] who should have an email record of my stating that I would not move into this house if the air conditioner was not working properly as I was promised it would be once I met her at the house to pay the deposit and sign the lease. The email mentions someone named Mr. [redacted] who said they would fix the unit in the spring which I found unacceptable and stated that I would find somewhere else if it could not be fixed before we moved in. I was told that the problem was fixed then and it appeared to be just like future instances, but also like future instances it does not stay fixed for more than a few days if that.
Sincerely,
[redacted]

They have permission to enter my home when I am not home.  This is a health issue for my children with the mold in my home.  There is a list of problems with my home and nothing has been addressed.  I have a leak in my kitchen, my bathtub has mold around it, holes in my ceiling, sewage in my basement which stopped the hot water heater from working.  It took them 9 days to make a repair when Laclede Gas came out to relight hot water heater.  It took them a week to stop the sewage from coming into my home.  I has so many problems with them and they will not help me.  I am at a lose and do not know what to do next.  I want them to help me and make the repairs. I make my payments each month on time.

Our apologies to the tenant and we attempted to install a new AC unit yesterday.  According to the contractor he scheduled an appointment with the tenant but when he was on his way was told it "wasn't a good time" as they had "things to do".  As far as I know the installation has not been...

rescheduled.  The scheduling is between the HVAC contractor and the tenant.We took over the property management for this property effective September 1, 2016.  Evidently the old unit had not been working and needed to be replaced.  We wait until May and June to do new installations and this year so far we have had over 30 new installs, using two HVAC contractors, in addition to AC maintenance calls.  The tenants had been told they are "on the list" because they were.  This week we rearranged appointments and changed contractors to accommodate these tenants, only to have the appointment canceled by the tenants.

Complaint: [redacted]
I am rejecting this response because:my landlord and owner of my home is coming over today so he can actually see the home repairs that have not been fixed. It is not totally fair for the response to state that I'm not at home for repairs because I work. Yes I do work everyday but I do have the luxury of having two retired parents that are more than willing to come to my home to sit. I also have a boyfriend that is able to leave his business at anytime to come to my home. I have also given any BBW employee permission to enter my home as well because I want to get these problems in the home addressed. I have 2 boys 11 and 1 that I don't want getting sick. That's is my main priority. There have been plenty of work orders sent to the office and closed without someone even coming to my home. The office employees are wonderful people and when the workers actually come they have also been nice people. It's just that being nice and pleasant to speak with doesn't fix my house. I will do anything it takes to work with BBW and I've been extremely patient. I even still recommend friends and family to move into there other homes. I just hope everything is fixed soon. 
Sincerely,
[redacted]

The original tenants leased the subject property beginning March 1, 2016.  In August 2016, one of the original tenants requested to be removed from the lease and at the same time the Complainant (Customer) requested to reside at the leased property.   Since we can't just remove...

someone from a lease when their income was required to qualify for renting the property, the Customer provided us with her income verification.  A new lease was then prepared that was signed by the Customer in addition to one of the original tenants. Both Customer and original tenant fell behind on the rent and we filed suit against both parties.   Customer tells us she had moved out and refuses to be responsible for the unpaid rent.  The original tenant has agreed to take responsibility for all of the unpaid rent so we DISMISSED the Customer from the lawsuit on 1/19/17.  Confirmation of this information can be found on the Missouri Courts website. We have also removed Customer from any further lease obligations.

We are deeply sorry for all the problems that have gone wrong at this home.  Some of the work was delayed due to the tenant not being available to answer the phone and schedule appointments.  However, some of the work we were told was completed when it was not.  I spoke at length to...

the tenant today and we've made arrangements to have the owner visit the home and review all open work orders this weekend.  I am hopeful we will be able to resolve all the issues in a more timely manner.

Initial Business Response /* (1000, 11, 2015/12/13) */
Tenant has occupied the property since July 2011. We feel we have resolved all of her maintenance requests in a timely manner. The most recent complaint of the roof leaking was reported to us on 11/2/15. It rained for several days straight...

but on 11/6/15 a roofer spent the day on the roof. He went back a couple weeks later when the tenant reported he had not fixed the problem.
Now that the roof is fixed, we have begun work on the damage to the ceiling and resolving the mold issue. The Section 8 Housing Authority conducted a Tenant Complaint Inspection and we are working on taking care of the items on their report. Section 8 is due to come back and inspect on 12/21/15. We intend to have all items taken care of before that date. The City of St Louis also performed an inspection at the request of the tenant. The same items that are already being resolved were on their list. The City of St Louis will be performing a follow up inspection on 1/29/15.
The tenant has stated that she would like to break her lease and move to a different unit. I contacted the tenant's Section 8 Caseworker on 12/11/15 to discuss the possibility, as we are willing to sign a mutual release. The Caseworker stated that it was not possible for her to break her lease unless the inspection on 12/21/15 fails. The tenant will be able to move when her lease is up 6/30/15.
We are sorry that the tenant is unhappy with us as we are doing everything we can to take care of the maintenance issues.

We received a call from the tenant the morning of 10/26/16 in regards to a problem with the water heater.  Our normal procedure is to have one of the plumbers we use go out to assess the situation and repair, if possible.  Our two main plumbers were both on other emergency jobs at the...

time.  The morning of 10/27/16 the plumber contacted our office and said the water heater was not repairable and needed to be replaced by a licensed plumber.  The plumber who was there was able to take care of the garbage disposal.  [We had overlooked that work order request on 10/7/16 when the tenant had emailed our office, as she subsequently corresponded about another issue during the email exchange and the garbage disposal was not mentioned again until 10/26/16.  Our apologies for the oversight and delay.]The licensed plumber was contacted immediately and a new water heater was installed the evening of Thursday, 10/27/16.We are sorry for the inconvenience of the tenant and feel we took care of the situation in a timely manner.  We do not feel a rent credit or pro-ration is in order as we had no control over the water heater going out and we replaced it in less than 36 hours.