ComplaintsforEvernest

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am deeply disappointed with the service provided by Evernest ******************** Upon moving in, we encountered numerous issues, including unsanitary conditions (poop skid marks in the toilet), a broken refrigerator water filter, and over 15 paint buckets left in the closet. The outside lights were broken, posing a safety risk, and the back porch was covered in spider webs and leaves, showing a lack of cleaning.Additionally, a TV wall mount was installed but lacked the necessary brackets to hang a TV. Most concerning, we experienced a gas leak, leaving us without gas for an extended period and affecting essential services like heating, hot water, and cooking.Despite notifying Evernest, the response has been slow and inadequate. We expected professionalism and care, especially regarding safety and habitability, but Evernest has failed to meet these basic expectations. I urge Evernest to take these issues seriously and improve their property management standards. We have reached out to about every level of Evernest that we could and have received no contact. When I call the maintenance line they just say they will leave a message and someone will get back to you. This home was not ready for move in.

  

  Business response

  10/19/2024

  To whom it may concern, 
  The property owner hired us in July to manage the property that the owner thought was in rent-ready condition.  We conducted several inspections on the property between the hire date & tenant's move -in date.  Issues were brought to owner and we addressed what was approved.  The tenants have been in communication with the property owner directly, which further complicates the matter.  We have numerous emails & communications between Evernest & the tenants, showing that we have responded to the tenants' questions.  Some requests were denied by the property owner.

  Customer response

  10/21/2024

   
  Complaint: 22189857
  
  I am rejecting this response because this does not change the fact that we were allowed to move into a house with an active gas leak. Among the other number of issues to include the p*** left in the toilet. Evernest did not take proper care to ensure that the house was ready to move in. Because it was not. We were even forced to move earlier than we wanted and told the move in date couldn't be moved. The owner reached out to us directly because NO ONE from Evernest would respond to us when we had a GAS LEAK. I don't see how anyone can think that this was acceptable. Would you want your own family to move into a house with gas leaks? I don't think so.
  
  Sincerely,
  
  ***** ********

  

  Business response

  10/23/2024

  To whom it may concern,

  The gas leak was not present upon any of our inspections.  Gas leaks can occur at any moment for reasons out of anyone's control as gas leaks can happen due to a variety of factors like worn-out pipes, damaged appliances, or even ground movement, meaning there's always a potential for a leak to develop without warning.  There are also increased risks of gas or water leaks if there is home construction of any kind in the area or utility work.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company forced us to buy basic internet through them to get a group rate. when they forgot to pay the *** we had to pay for the service again with a late fee that still came out 30 dollars under their discount rate. The company has raised the monthly billing to 69$ a month, the *** charges 30 normally.They also require a renters insurance be paid through their portal which was done however they didn't pay the insurance company, so the insurance will be cancelled if we don't pay them a second time. The company still requires that they get paid through their portal for this service.There are various double ******** they keep as fees and there is no way to contact them as they have no active e-mail, an out of state text number, and don't answer their phone.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  Ongoing issue since beginning of June 2024. Central air unit stopped cooling house. Evernest has had 5 different HVAC companies come to look at/fix the unit in this time span. It is not working at all now. The representative of Evernest does not respond to request for a phone conversation to resolve the issue all communication has been through email. They state one thing and do not follow through on getting this issue of broken central air fixed leaving me to live in this unlivable home and paying full rent each month.

  

  Business response

  10/22/2024

  Hi!
  

  I appreciate you for taking the time to bring this to our attention and apologize for any delay or inconvenience caused here. We will follow up with the maintenance team to confirm status of the repair and reach out to you with an update as soon as possible.

   

  Thank you!

  Customer response

  10/22/2024

   
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  08/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1. Date of the transaction:- Renters moved in: December 2021- Renters moved out: End of March *****. The amount of money you paid the business:Monthly property management fee3. What the business committed to provide you:- Find and manage reliable renters for my rental property.- Ensure renters comply with their lease agreement, including transferring utility services to their name.- Assist in recovering costs for damages exceeding the renters' deposit.4. What the nature of the dispute is:The renters did not register the water service in their name, leaving a water bill of over $400 in my name when they moved out. Despite multiple requests, Evernest did not assist in asking the renters to refund me for this charge.The renters caused significant damage to the house. Evernest issued a charge bill for repairs that exceeded the renters' deposit. While Evernest returned the deposit to me, they initially stated they would use a collection agency to recover the remaining amount (over $1,000) from the renters. Later, an Evernest representative informed me that the deposit would be the only amount I would receive and they could not collect the rest.Whether or not the business has tried to resolve the problem:Evernest has not made any substantial efforts to resolve the issues despite my multiple attempts to contact them regarding the water bill and the remaining repair costs.5. If the issue involves advertising, when and where the ad was seen or heard:N/A6. Additional Comments:The property management company has demonstrated a lack of professionalism and has not shown any intention to help me recover the damages incurred. I paid Evernest monthly to find reliable renters and manage my property, yet they failed to provide adequate service. The renters they found caused significant damage to my house, and Evernest did not assist me in recovering the full amount for the damages. This has left me financially burdened and dissatisfied with their service.

  

  Business response

  08/19/2024

  Here is what happened according to our records:
  3/23 - Residents officially vacated
  3/18 ***************** confirmed re: utilities that "we will take them over April 1st" (water bill was prorated based on occupancy dates vs bill service dates
  4/16 - The Evernest property manager communicated to the owner the disputed amounts from the resident and the property manager noted to owner "If we do not hear from you by Monday April 22nd we will proceed with your best interest in mind.".  Owner replied back "we are OK with other tenant's recommended charges, except we want to charge $2500 for the painting as we needed to paint wall, trims, and cabinets."... which was part of the resident charges on the disposition.
  4/24 - The resident payment for water charge for the resident reimbursement was posted
  The initial damages were $7574.  The disputed amount was $4034.  The net to the owner was $3500.
  We felt that the owner was somewhat unreasonable on a few of the repairs (i.e. replacing broken fridge with a used fridge that broke down within a a few days after delivery)

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter of eviction due to nonpayment of rent for the month of 7/2024. This is a lie told by *********************** and employee of Evernest. I paid my rent and renter's package fee, but he used my rent money to cover a fee that was caused by the company's negligence. He issued me a letter stating nonpayment of rent which is lie and when I asked him for a corrected letter with the correct information, he disregarded my request and continues lying to Evernest that I did not pay rent. He also refuses to give me any information to anyone above him that I could speak to regarding this matter.

  

  Business response

  08/20/2024

  Tenant is disputing the verbiage of eviction notice posted. The tenant has not made a payment since July and vacated the property in August. Lease was set to expire in September.
  I believe the fee they are referencing is a utility bill that they are responsible for per the lease.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to extreme negligence, it took Evernest over a month to perform a handover walk through of my building and its units. They discovered a leak and it took weeks for them to address the leak, even though it was an emergency. They failed to pay the bills for me, over and over again. They were so bad at managing the property that the only tenant vacated. They failed to bring in any more tenants, but they continued to charge me for unnecessary things and preventable things that they mismanaged. They double charged me for items that I already had, like locks. When I finally found a new property management company, they failed to assist with the handover. Weeks later, they still have not provided the new property management company with all the locks for my units. They had just charged me around $450 for a new lockbox for unit B, that same month, and now are failing to hand it over. Over all, Evernest has cost me much more than the expenses that I have paid them. However, I want a at least a full refund from them.

  

  Business response

  08/05/2024

  Hello, 

  Thank you for reaching out and providing feedback. We never intended to intentionally withhold keys from you or your new property manager. *************************** *************) with Poplar homes came and collected all the keys we had in the office Tuesday June 25th at 10:30. The remaining keys were left in lockboxes on the properties and upon our return to the properties we those lockboxes were removed from the units. We have attempted to amicably resolve this issue multiple times but have not been able to meet your expectations. At this time, we have not found a charge that would qualify for a refund. 

   

  Thank you, 

  Customer response

  08/05/2024

   
  Complaint: 21946212
  
  I am rejecting this response because:

  They have completely ignored the new property manager, ********, from Poplar Homes and her team. Evernest apparently still have their lock boxes in the property and have not taken them back. They have forced me to delay my operations and the handover process and delayed my income stream and have forced me to break the locks and replace the locks and the keys, again. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Evernest is an incompetent company who does not follow any SLA they put forth. I have been a renter of one of their properties for ***************************************************************** that time, and when I reach out via email, I am lucky to get a response and if so, it is weeks and weeks later. Their maintenance team takes WEEKS to respond to maintenance requests, some issues that need to be resolved immediately. They take $65 monthly as a fee for their "top notice" service" but do not deliver on anything.

  

  Business response

  07/10/2024

  Thank you for expressing your concerns. I have thoroughly investigated the maintenance issues and can confirm that all tasks have been completed to the best of our abilities.Regarding the $65 fee you mentioned, I have carefully reviewed your ledger but have been unable to locate any such charge. If you can provide more details, we would be happy to look into it further.We are always here to address any additional concerns or questions you may have about your monthly lease costs. Please note that all charges are outlined in the lease agreement you signed.We strive to maintain clear communication with our residents. As a gesture of goodwill, we credited your account $250 in response to the inconvenience caused by the sprinkler turn-offs in November. Additionally, we have addressed your feedback regarding vendors not notifying you before visiting your unit and have instructed them to ensure this does not happen again.Please let us know if you have any further questions or concerns.

  
  

  Customer response

  07/10/2024

   
  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. Please do better Evernest. The service has been less than acceptable and the effort we've had to take to right this is not ok.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My ********** have only lived here since late March 24. It just came to our attention that this entire time the A/C has not been replaced correctly at all before we moved in. All Evernest has done was replace the unit outside the house, but nothing connected to it was replaced. Evernest, as well as the house owner, are refusing to fix this problem. Whoever they hired to replace everything was paid for absolutely nothing. We are completely unsatisfied with the responses weve gotten. Rent is too high ($2,462.32) to be suffering in this type of heat. There is a toddler & about to be a newborn baby that stay here who deserve a comfortable environment to live in. This needs to be handled CORRECTLY immediately.

  

  Business response

  05/28/2024

  Unfortunately, this complaint is from *******, **, which is outside of our service area in **********, **. Please use the local BBB to file your complaint. *************************************************************************************************************************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So many issues. The house is toxic and they just wont fix it.

  

  Business response

  05/16/2024

  Thank you for bringing this issue to our attention. We understand the importance of resolving the issue promptly and want to assure you that we are actively working towards a solution.
  
  Here's an update on the current situation: We are currently awaiting an additional bid for the necessary repairs. The ducts underneath the house have been identified as broken, and the owner has approved the work to replace the existing ducts. However, there has been a delay as the crawlspace is flooded. Rest assured, we are working diligently to dry out the crawlspace and proceed with the necessary repairs as quickly as possible.
  
  We greatly appreciate your patience and cooperation as we work towards resolving this matter.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company purchased the property management company we hired to manage our property. There is an endless list of issues related to excessive costs or failure to pay owners, including: letting tenants out of leases and not upholding to lease terms for early out payments; excessive service fees for the same issues that were never addressed by them or not noted as service pending and charging for the same issue multiple times; charging additional cleaning fees after company-hired cleaning company did not clean property adequately prior to new lease; not addressing a severe pest infestation request repeatedly by tenants to the point that they filed complaint to the city; not performing walk throughs to assess condition and state of property as per the lease terms, failing to perform walk out service and settle damage deposit to tenants as per lease; pay money due to the owners after tenant lease agreement end; failure to return keys to owner; lack of customer service for owner needs, including the *** and group email address who was copied on emailed related to above issues. When we notified them we were hiring a new management company they enforced terms that were not in owner agreements and charged the full monthly management fee for 5 days of management.

  

  Business response

  05/06/2024

  We are unable to assist out of this office as ******** is outside of our service area. Your local bureau may be able to assist - ********************************************************

  Customer response

  05/07/2024

   
  Complaint: 21672821
  
  I am rejecting this response because: While Evernest operates in 10 markets including ********************************* incorporated is based out of **********, ***
  
  Sincerely,
  
  *****************************

*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. ↩