Burr White Realty — Local services in Newport Beach

I recently rented a home through Burr White Realty and had a terrible experience with them. I've reached out twice to them but they are not responding to me so I thought I'd go ahead a leave this review.

We arrived to our rental house, after an almost 10 hour drive. To try to make the tight window to pick up the keys was stressful, but we made it. Perhaps a lockbox on the door would be beneficial to clients to alleviate that stress. This is not the complaint, though, just an observation.

Upon entering the property, my son used the restroom and the toilet didn't flush. My husband tried to get it to flush but finally just turned off the water to the toilet as it wouldn't stop running.

Shortly thereafter, my daughter took a shower and the shower curtain fell and hit her on the head. Again, my husband went in to try to fix it and the shower curtain repeatedly fell off, even with a slight touch.

As we were very tired from our drive, and having to make up our own beds (another observation - when you are tired and stressed the last thing you want to do is put sheets on all the beds).

The next morning I called and reported the problem. A few hours later the maintenance person showed up. I wasn't happy that I had to wait around on my vacation for him, but we had dogs so I felt I should be there. He was very friendly but his way of fixing the shower curtain was to put duct tape on it. It worked but was very unsightly. I mean, a new shower curtain is about $15 so why not replace it?

He was unable to fix the toilet and said that a plumber would need to come. I got a text from the plumber stating that I needed to wait at the house the next day between 10-2. Ok, I'm on vacation for only a few days. I certainly didn't want to wait around the house for 4 hours! That's when the real complaint comes in.

The customer service agent at Burr White actually blamed US for the broken toilet...twice! She repeatedly emailed me and said we broke the toilet handle. I told her that was not accurate and sent her a picture of the handle, which wasn't broken and she replied, "the inside handle". This set me off. I was very very angry to be blamed for a broken toilet when I paid close to $2000 for a few days. She was rude and completely unprofessional. I did NOT appreciate her sending these emails and even asked her to stop emailing me.

She did in fact email me back stating the plumber could be there the next day at 8am. We got up early to be sure we were ready for the plumber but finally left the property, bringing our dogs with us at around 10:30am as there was still no plumber. I don't know when he finally showed up.

I didn't not appreciate the condition of the bathroom. I paid for a 1 1/2 bath property and only had use of it for a day and a half. I didn't appreciate the way we were treated by the BW staff and will not be staying at a Burr White property again. I rent often from Air Bnb and VRBO but will be sure I find another property...

DO NOT TRUST THEM

I cannot stress enough how horrible this company is and how you must not walk, but run from any possible interaction with them. I am a Home Owner, and didn't choose to do business with them, but the property management company I was working with, was purchased by them and they inherited my business.

DO NOT TRUST THEM

They will happily say flowery things to lull you to trusting them, and then once your in bed with the snakes they will bleed you and ignore your requests. It required much more time and effort to get a response from them on almost every occasion that i needed assistance.

DO NOT TRUST THEM

I was completely ripped off by their monthly Handyman fees that were well over the normal quotable costs for work. I am sure that someone must be married to the Larry Thomas, the Handy Man that made quiet a good living repairing things on the home. Especially after spending 3,000 preparing it for new tenants less than a year ago. I pay a monthly gardener to maintain dead grass in the back yard. I understand, they don't want water damage on their equipment, but they should adjust the tasks and cost as a result of the needs, and certainly note this for the fact the tenants will need to be responsible for the lawn replacement when they leave.

DO NOT TRUST THEM

I hired a property management team so that i didn't need to stay on top of the daily issues that arise. This is what they are paid to do. Handle my affairs. But their concern is for money and not for services. My home was empty for a couple months costing me a small fortune, and I was the one pushing for updates to keep them working instead of letting it sit while they tended to other business. Then they blame me because the cost is too hight and they are the ones that suggested the price.

DO NOT TRUST THEM

They continually left emails unanswered. I was forced to follow up repeatedly. They do not do as requested. I planned for several weeks to make a visit to the home while in the country, they never informed the tenant causing unneeded stress as a result of their last minute attempts to clean up their lack of follow thru.

DO NOT TRUST THEM

I had to CC the President on emails to get them to properly attend to the requests I had, like the employees where school children needing monitoring. The lack or professional email correspondence was distressing for someone that lives out of the country and has to rely on that as a means of communication due to the time change.

DO NOT TRUST THEM

I am so relieved to be working with a new company that takes customer service and satisfaction seriously. If you plan to work with them, be sure to check your contracts and follow up on everything yourself. You cannot trust the service they will provide you. I guarantee they will disappoint you.

DO NOT TRUST THEM

Craig Batley, Lori Ring, Michelle Burns, Rebecca...

DO NOT RENT at 115 39th street. The one main problem is the permanent resident who lives next door. We stayed there this summer and on the first day at 2 in the afternoon she came over and yelled at my sister in law, telling her she was a permanent resident and the kids running around was NOT OK. If you are going for a family vacation with kids who want to run around and play, I do not recommend this place. It was an OK property. The detail to cleanliness didn’t seem high on the priority list as there were smooshed Oreos under the glass table. The sheets were stained(clean I’m sure) just stained. They had no dust pans in either unit and the bathroom door in unit A downstairs has no lock. We used to work with Burr White Realty quite often. When we booked 115 39th last year, it was owned by another rental company so it is a newer rental property for Burr White. We started using a different realty company as they were easier to work with making credit card payments and had lower fees. I will say, every time we had an issue this year(stove top didn’t work and no hot water for a day) they came pretty quickly to fix. The gas line was shut off. If it hadn’t been for the resident who lived next door it would have been a pretty good experience. I’m sure if you rent through Burr White you will have a fine experience. No one was ever rude and as I said, they had people come fairly quickly when we had a problem. I’m glad we were able to make it a fun trip despite...