Complaints

• Initial Complaint

  06/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out 2/ 5/22 and I responding to the REMM letter dated 2/ 18/ 22. When i was planning to move out I gave the staff plenty of notice as to my move out date and requested a walk out review, I was surprised when maintenance showed up over an hour late with no paper work. We walked the apartment and was told all looked good and i would only be charged for cleaning. I agreed and due to i was already an hour and a half late on my planned departure time i left with no document of inspection. on or about March 1 I received a letter from Remm. I was expecting my deposit returned as agreed, Much to my surprise instead of a return of my deposit I was issued a invoice for damages I did not do and no proof to back up their claim. I put up with all of their rules for payment and hidden charges monthly while living there. I sent back a note on March 2 requesting a picture or proof of the damage and requesting my deposit back. I was hoping it was not a scam and that they did in fact make a mistake. it is my feeling they scam everyone moving out as they never sent me back up or proof of the counter damage, I only found out they instead turned over my request to a collection agency which has effected my credit. These people are unprofessional scammers in my opinion and request the following. At this point I would like my deposit back as well as $150 in materials, $175 in counter top damages and $300 for my credit damage due to score dropping 60 plus points. I overlooked the tub that was painted and a heath issue and 2 celling leaks with no compensation for my items. . I would like my deposit returned most of all. The unprofessional business practices they performed must be reported so other seniors don't have a similar issue. Thank you for any help

  Business response

  06/28/2022

  Hello Miss ******,
  
  
  I received complaint number ******** for Stephen *******. Per my conversation with you this morning, Mr. ******* sent payment for the amount due on or around June 14th, since we were informed that his account had gone to collections we forwarded the check to ******* the collection agency, see email below,
  
  Mr. ******* broke his lease and he paid the lease break fee, he moved out on 2/5/22 and the lease was to end on 5/31/22. He had an NSF in January and he only made a partial payment for some reason, so at move out we used his security deposit of $1000 to cover the balance owed of $1007.00, then we charged for final utilities, apartment cleaning at $150, carpet shampoo $80 and bathtub reglaze at $175 due to damage (Mr. ******* placed an anti-skid mat in the tub that lifted the paint, therefore it needed resurfacing).
  
  I called Mr. ******* on 2 occasions to discuss what was it that he was seeking from us, as he had placed a google review and had left a voicemail at our corporate number; I was not able to leave a message due to inbox being full, the calls were placed on 3/14/22, and 3/22/22 respectively. 
  I can definitely ask our Corporate office and see if we can accommodate Mr. ******* and reimburse the $175 we charged for the tub reglazing, which if I am not mistaken he was disputing at first, however, as I stated, he mailed a check to us for the full balance due, please let me know if there is anything else you need from me, thank you.
   
  **** *****r | Senior Business Manager

  Customer response

  06/30/2022

   I am rejecting this response because:

  Casa Grande continues to make mistakes in their responses and billing practices.  I am the one that brought up the painted tub they claimed I did counter damage.  I think this is a Health Department issue.

  Due to retirement and the poor conditions in the apartment, yes I chose to move out.  I went to the office and asked if I could move out early as there was no need for me to stay at this facility,  They informed me that I could and just pay them 2 months rent in advance and I did.  Then i paid each month until my move out date.   They then added an additional charge as well as charged me for the partial time.  I thought once I moved out the other charges would stop like water and trash and the other fees they charge but I had to pay them in full as well.  I received the ok to move out but they change their office staff so much it seemed I got overcharged on this move out.  I told maintenance about the tub and noticed it peeling I put a mat down as senior's, we slip a lot.  Their bathtub seems to be painted as i never have seen a bathtub peel like latex paint.  

  NO ONE called me and NO ONE sent me a picture of the counter damage they billed me for.  

  Likely story on mailbox being full it sounds like their playbook  I frequently  empty my messages due to past practices i have experienced.  

  I also followed the check I dated June 1 2022.    Since it had not been deposited when ******* called me, I explained my situation and asked them if I could stop payment on the check I sent to Casa Grande would they help me work with the credit companies that just lowered my credit score by 40 plus points.  ******* agreed and I checked and then called them back after i stopped payment on the check I believe that date was June 18.  
  

  
  

  I mailed the check so as not to have my or ********* ************ credit score issues.  We work hard to maintain a good credit rating and to have it attacked on a dispute they made up (the counter damage was classless and shown their lack of actual facts.  

  I maintain I PAID Casa Grande in full.  we did not do any damage but normal wear and tear, and request my $1000 returned as well as the $175 to repair a counter that was not damaged when we vacated plus the labor fee of $80.  The scam ends here or I will have no choice but take it to another level.  They make you use this cheesy   payment structure and make it difficult for people that wish to drop off a paper check at the office.  But I am now trying to retrace my payments and to continue this action as Casa Grande do still owe me these monies.  

  We also thru counsel   sent letters to the 3 credit companies to expedite  reversing what Casa Grande did to our credit for no reason other than that's their playbook to screw seniors.

  Casa Grande sent no pictures to back up their false claims.  I have never adjusted a payment and have paid them as they requested. They need to review their billing process.  They will see they were wrong in keeping my $1000 deposit.

  Business response

  07/08/2022

  Hello Ms. ******,
  
  
  I received a second notice regarding Mr. *******'s complaint, as I stated in my original email to you, I cannot request for our corporate office to refund his deposit of $1000.00 due to the fact that he had a rent balance when he moved out, hence the security deposit was used to cover that balance. I will forward his complaint to our corporate office since I do not have the authority to reverse any charges. The only thing I can offer is to request the tub damage charge of $175  get refunded to Mr. ******* as this was the original complaint, please let me know what else you need from me, otherwise, I will forward his complaint to our corporate office so they can further assist, thank you.
   
  **** ****** | Senior Business Manager

  Customer response

  07/09/2022

   I am rejecting this response because:
  
  I don’t know how they do business but I gave them the required 2 months notice.

  I paid their 2 month Penalty they require for an early out.   Also paid the 2 more months I stayed there.

  If the office turnover was not so frequent I would not be having this issue.  This has been the most frustrating business I have ever worked with.  They need to request from the home office they seem to fear and love k at my checkout date and refund the $1000 they truly owe me and stop the scam.  They screwed up in the damage they claim I did and they owe me my deposit .

  I paid the scam charges and request my $1000 deposits t back.  If their records are that screwed up I will go to my storage facility and look for my records.

  Regards 

  
  

*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. ↩