ComplaintsforEvernest

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I along with my Daughter and Son in law paid 65 $ to Everernest for Application fees and we had picked out the house and we received a email after waiting over a week saying that we were approved. We responded to the email as requested and got no response from the company. Then the next day we finally here from ********** and to our surprise it was a email stating that another had already paid the fees. All the emails are listed below. We asked for our application fees back and got nowhere and when asked why they never responded to our email all we got was complete rudeness. The person we spoke with was ****** and the other who never returned our call was ********************* as well as ***************************. Never got anywhere always rude and just in circles.

  

  Business response

  11/15/2022

  To whom it may concern,
  
  Everything on the complaint was done in accordance to our process.
  
  Another applicant was approved and delivered the security deposit before the complaining party. We have given them the liberty to choose another one of our properties given that our applications are not ***************** and are good for 60 days. Applicant has decided to not move forward with any other one of our properties. Per our website and policy; application fees are not refundable.
  
  Thanks,

  Customer response

  11/16/2022

   
  Complaint: 18382810
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Evernest Property Management sent a repairman out about a month ago to fix the A C UNIT and he didn't repair it... they sent me a statement saying that I owe for the repair (which I know I'm not responsible for)I paid this month rent but they keep telling me if I don't pay for repairs I will be evicted and sent out one eviction notice already and told me that I owe $*** for repairs and $** for eviction notice which I know I don't owe.. this has stressed my wife out.I just don't know what to do now please help

  

  Business response

  06/29/2022

  Good Afternoon,

  We dispatched a technician to investigate the air conditioner after the tenant reported it was not cooling. Upon inspection, our technician discovered a clogged drain, and the thermostat set incorrectly. Per the lease, it is the tenant's responsibility to pay for the cost of all repairs made necessary by negligence or careless use of the premises. The air conditioner was reported not cooling a second time, which was a separate issue and repaired at no cost to the tenant. Per the lease, rent is due no later than the 10th of the month. Rent was not received by the 10th, therefore the tenant received a notice. The $** fee for notice posted will be removed. If there are any other concerns, feel free to reach out to us directly via email and we will be happy to discuss. 

   

  Customer response

  06/30/2022

  
  Complaint: ********
  
  I am rejecting this response because: there was no neglecting on my behalf the vendor they sent out only looked at the unit and did no repairs...the second guy was is a certified trained professional who said that it only needed freon which he put in the A C UNIT 
  
  Sincerely,
  
  ****** ********

  

  Business response

  07/12/2022

  Good Morning,

  Upon further review, we are removing the charges for clogged drain line. This should reflect on your account with 24 hours. We sincerely apologize for the misunderstanding. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I put in a work order for the refrigerator in February. At the time the freezer ice maker was broken and constantly making ice. The freezer was also at this time freezing over and frost biting all of my food. Finally in April Evernest property management sent out a refrigerator vendor to my home to fix the issue. The maintenance man who came out and inspected the refrigerator. He stated that he needed to order a part . So he tried to contact evernest property repeatedly but there was no answer. The maintenance man could not proceed further with any repairs. Sometime passed afterward when management contacted me through text asking if the work order had completed. I did let them know right away what happened. They stated they would contact the vendor to let them know to contact home warranty for parts for the freezer. As time went on I did not receive anymore information in regards to this issue. At this point the issue is getting worse im noticing water coming from the freezer surrounding the refrigerator constantly. Also water pouring from the freezer unto the refrigerator now the issue is an emergency. I did notify them of this! I called everyday requesting help for this issue to no avail. I'm just now receiving a message from the office stating I need to buy my own refrigerator eventhough they provided the appliances. They stated they will not fix this issue. Now I'm stuck with a hazardous situation. Someone could fall on this water. The water could reach electrical and cause serious harm to me or my children. I'm now stuck with a broken refrigerator. Frozen groceries in freezer and in refrigerator as well as a 1500 bill from the water company for 1 month all because they won't address this issue. They're is always an issue with this company in regards to fixing issues but this is a very hazardous and dangerous situation. Please help.

  

  Business response

  06/02/2022

  We were able to reach out to ******** to discuss the claim.  We explained that the owner of the property was responsible for the repairs under the owner's warranty.  The owner processed the claim under their home warranty and utilized their vendor for this repair.  They excluded Evernest from the visit and repair.  ******** understood the situation and agreed to remove the complaint from the BBB.  

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Evernest reality moved me in on April 15, 2022, once arrived I noticed holes around the entire house for pest and other unwanted bugs or rodents to enter. I noticed bugs crawling around in the refrigerator that was provided. I also noticed that the stove was unsafe and unsanitary. I turned on the stove it started smoking and sparking, I asked for it to be cleaned, and for the refrigerator to be removed due to the bugs. Some one came out filled some of the holes, removed the refrigerator, which they charged me for, even though the lease states the property manager is responsible for any unsafe and unsanitary issues. I paid my rent some weeks ahead of time, they applied my rent money to the charge from removing the refrigerator and won't call me to explain why. Every morning since I moved in I wake up to bugs and dead bugs around my entire house. I'm starting to see black little pellets which is a sign of rodents. I've asked several times for some one to reach out to me but it seems like every one is busy every time i call. I need help with this issue being I just moved, and should not be having these issues this early.

  

  Business response

  05/13/2022

  ******, 

  When you leased the property, you requested the appliances be removed so you could bring your own. Our Leasing team communicated to you that you would be charged for removal of the appliances. We dispatched a maintenance technician to remove the appliances per your request, as we were under the impression you were bringing your own. When you elected to keep the appliances, we had our vendor return to clean them for you. You denied the vendor access on multiple occasions. We also addressed the holes you mentioned, and dispatched pest control to address potential pest control issues you reported. Our Team and vendors have been very communicative with you. We are not able to answer every call at the time it comes in, but your calls were in no way ignored. 

  The payments on your account are applied according to the chronological order of charges applied, which is why your payments went toward the expense of appliance removal. Please reach out to us directly if there are other issues that need to be resolved. 

  Customer response

  05/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: the issue with stove couldn't be resolved properly because no one believed me when I told Alexandria on many occasions they were going out to the wrong property, I never turned down any service. The lease states the property manager is responsible for anything unsafe/unsanitary, the appliances inside the property were infested with roaches, that alone is both unsafe/unsanitary. They wanted me to keep the bug infested appliances inside of the house, that's what I declined. I wanted to know why I was being charged for something that the property manager was suppose to be responsible for. The pest control had to come back out because I was still waking up to bugs all over the house everyday. I asked was it ever a bug problem in this house, no one got back to me. I just want to be treated fairly. I understand every call can't be answered, all I ask is that I talk to one person. The misunderstanding about the stove occurred when I had to many different conversations with to many different people. I could have bought all my own appliances like I asked if some one would have had their information correct about if the house was total electric or gas. Everything does not have to be perfect, all I asked is that i have a safe house that can function properly for my family.
  
  Sincerely,
  
  ****** ******

  

  Business response

  05/23/2022

  To Whom It May Concern,

  The stove was not dirty; however, we ultimately wound up replacing due to rusting and age of the stove. Pest control issues were not reported until the tenant moved in, at which time we treated based on what was reported. The tenant was charged for removing the appliances, which was requested and explained prior to the tenant moving into the property. We believe at this time all issues have been resolved. 

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put in several maintence request on December 6th 2021, which included exposed wiring, mold and animal removal. None of those maintenance issues have been fixed. It's now February 10th 2022 and nothing has been done done from the list. I put in 5 requests via text message and made several calls about the repairs and I get told someone is coming out to make repairs but they don't come to make the repairs from my original maintenance request. Evernest did send 2 animal control companies over a month ago but never had either of them remove the animal, repair the entry points or fix the damage its doing by ripping shingles off my chimney every time I board it up and pooping so much in my attic that it's damaging my cieling to the point that it is falling in. The animal continues to return each night and I believe it's chewing the wiring because the hallway lights are not working properly. I am only able to upload once but I have several text messages that show how I continually have asked for repairs to be and the animal removed but nothing gets done.

  

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/02/25) */ Mr. ***** we sincerely apologize for the delay in addressing the maintenance issues you are having at your property. As you know we sent contractors over to look at the miscellaneous repairs needed as well as animal control vendors to access the best course of action to eradicate and prohibit animals from entering the attic area. Both the list of repairs and animal control jobs were approved by the owner in mid-January, however the winter storms have severely slowed down both vendors in their scheduling to complete these jobs. I believe the contractor handling the miscellaneous repairs should be close to finishing up their repair list items. The animal control company has your property at the top of your list to complete work at your property, but have been delayed due to weather conditions to safely access the roof top and complete their needed repairs to eliminate access and capture any animals currently in the attic. I assure you we are communicating with this vendor daily to resolve this issue. Again, I apologize for the inconvenience and delay in attending to the maintenance requests at your property and hope to have all items addressed in the next few days. Consumer Response /* (3000, 7, 2022/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made the request for repairs back on December 6th and they did not get approved until 40 days later, Mid January. No work started until mid February, 31 days later. We have had one major winter storm in February. So I can't sympathize with your reasoning of being behind due to 'storms'. Critter control has come out, howeve, the animal has still not been captured and returns to the attic at will and, repairs have not been finished to keep him out that is supposed to be done next week. The maintenance repairs were started but the bathroom mold/grout issue has not been fixed and the air conditioner is still broken, no one has followed up with me on those issues. We are approaching hotter months and this can cause health issues for my sick wife if we can't temperature control the house. I would like someone to follow through and make sure your vendors complete, not just start,but finish them all since this has not been done in the past and each repair needed can seriously disturb our quality of living. I have been made promises by your company since December 2021, I would just like for the repairs to be completed. Thank you for the repairs you have made thus far. The vendor interaction has been good but my biggest thing is for them to finish the list of needed repairs. Business Response /* (4000, 10, 2022/03/14) */ I apologize again for the delay in getting the issues at your property resolved. The last report I received from both vendors is they are 90% complete. Animal control stated there should be no more animals in the attic space and will be closing off the entry points. The repair vendor stated the only item left is the shower grout, but is having difficulty finding a time where the shower is dry in order to complete that task. Consumer Response /* (4200, 12, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vendor has not contacted me about the grout. I reached out but got no response. Air conditioner is still broken Vendor has not said anything about that repair.90% done is not true.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Evernest is a rental property company, who I currently rent from. My house has been without working air and heat since August 15, 2021. We notified the company, and it was scheduled to be fixed before the move in date of September 1, 2021. I did not have air in the summer and I currently do not have heat. We are having to use our own personal space heaters we had to come out of pocket for just so we can stay warm with the temperatures falling below freezing. They've even canceled our work orders, multiple times. We have even stopped reporting the other issues in hopes they could fix our heating and air unit. I also would like full compensation for the power bill spiking almost every other month including this one. Which has a whooping total of $315.92.

  

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/11) */ We are very sorry that the HVAC has been a continued problem at this home. We have record that we have made a total of three prior, extensive repairs to the heating and cooling system including: 1. A job approved by owner on 10.05.2021 totaling $2440 in which: We replaced the door casing for the 32" exterior door to hold air/heat inside home; put adhesive on floor tiles going into bathroom to ensure no air escaping under flooring; removing shield going to HVAC unit and reattaching and sealing all ductwork under the home. 2. A job approved by owner on 11.10.2021 totaling $1747.50 in which: We cleaned out all orfices to open and allow free flow of refrigerant lines (prior lines had a restriction due to build up which was causing the high pressure switch to activate and shut down the unit to protect the compressor). We also replaced the bi-directional filter drier and charged the system with new freon. 3. A job approved by owner on 12.20.2021 totaling $1035.50 in which: We removed old wiring of heating side and installed conduit and 6/2 copper wiring from the circuit box to the quick disconnect and ran under house, securing to the wood frame. This was done to prevent the breaker from continuing to trip when the heat was in use. Upon the last report that heating remained insufficient after the third repair detailed/dated above, it was recommended to the owner to replace the entire system, since prior repairs didn't resolve the root problem. Owner approved as of 02.10.2022 and the job will total $7650.00 and include: Band new 3-ton package unit (inside and outside equipment) and 10kw heat strips. This will also include digging a ditch under home to better house the ductwork, so it will not be so crammed under the home and should also facilitate better air flow, as a result. We understand that ongoing maintenance issues are frustrating to our tenants. However, we have been making repairs to the system and your home, as the owner approved bids for your reports. Many times, service needs regarding HVAC, roofing or plumbing can take multiple times to get to the root issue, because trouble shooting will identify a problem and if the repair of that problem doesn't fix the overall need, further diagnostics is then prompted. Evernest believes we have remained both diligent and responsive to all tenant reports of HVAC complaints. The detailed repairs and costs incurred by owner above show we have been making every effort possible to repair the older system before total system replacement was elected. We are happy to review your power bills after you receive the future dated bill (spanning a total billing cycle), dated after the system is replaced. That way, we can see totals of electric bills before repairs, as well as totals reflected after the system replacement. If we feel after review that a credit is due, we can further discuss at that time.

*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. ↩