Balanced Property Management

We are landlords. We used this company’s services for about a year. We have several properties, and we hired this company to provide leasing services. In the beginning they were responsive although they made mistakes that required our attention. However, lately our experience has been awful and has involved ethical issues. Either they are trying to encompass way more work than what they can handle and have not time to respond, or they just do not care on providing a decent service anymore.
Here is a list of some issues we’ve experienced:
1) Sudden increase in fees: They increased the leasing fee to more than double the original fee during the middle of the leasing process without any prior notice. We believe that is not ethical. We were forced to accept since they already had potential tenants and advertisement in place. Any adjustments on fees should have taken place during the next leasing, not the current one that already had agreed upon fees.
2) Failure to return checks and paperwork:
2.1)We paid them their full fees more than two weeks ago and we have not received yet the checks for the deposits and paperwork from our last tenants, despite several emails requesting the documents.
2.2) We never received the supporting pictures and videos they took from all the inspections they performed during the year and that were paid in full. They are not responding any of our emails. That behavior is not ethical.
3) Lack of Responsiveness even with the tenants: Our new tenants are concerned because they gave their deposit checks and paperwork to them and they are holding them with not reason. They are not responding our tenants calls or emails or our emails.
Many times has taken a week or two for them to respond to emails. They have not responded to our last emails regarding the checks, paperwork, pictures and videos. They became very insistent on receiving the full fees for the last leasing, and as soon as they received the fees they have stopped answering any attempts to contact them. We have paid all fees in full, but yet we remain waiting for the documents and the checks. This behavior is not ethical.
4) Sudden suspension of services, without any explanation after we paid them their full fees they requested.
Our concern is since they insisted to be paid in full and now are not responding our or our tenant’s communications, we do not know if their plans are to keep all the checks, documents and paperwork they owe and for what they were paid in full. It has been more than two weeks since they received full payment.
We would have liked to get everything solved with them without having to post the issues we’ve had on social media, (although we didn’t post them all, and we have evidence of all said in here). However, due to their complete neglect to our emails regarding the issues explained, we had no other option but to post our experience in the hope that other potential clients are aware of our experience.
We will continue posting our issues or any progress or set backs we have with them.
Notice that the poster who published the 5 star review, Kim, is one of their employees.