Complaints

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My lease term ends 07/27/2024. Due to the active leak/mold growth, that 365 RPM has yet to rectify, (I placed the service request over a year ago, 06/2023) I am requesting that I do not have to remain in this dwelling for the month of July without penalty, meaning after the cleaning charges are deducted I would recieve most of my deposit back.I have paid the rent/pet rent for the full month of June and was planning to turn my keys in the beginning of June. I figured they could keep the remainder of the month even if I was not residing in this residence as sign of good faith.When we notified 365 of our intended move out date, they stated we needed to pay another $500 to have someone take over the remainder of our lease (27 days), "if they found someone" and if not we were required to pay July's rent as well as forfit our deposit which equals to about $2,250, because we were in "default" of the lease contract. I cannot consciously allow someone else to "takeover" our lease with active mold/leak, as I do not feel like that is the right thing to do. I figured wih us moving out a little earlier, they (365) would come in and actually fix the issue prior to someone else moving in, but that doesnt seem to be their intentions. When I went to the office (******) to speak with someone, I was told that they will only converse with their resident via email and that I had to set up a time. I emailed a week ago (it is attached, 06/07/2024) and have not received a response from 365 to this day (06/14/2024) I really just want to be let out of the lease term of 27 days in July without penalty, especially since living in this dwelling with the current issues is causing my family and I medical issues. (i.e. headaches, nausea, irritability, break outs, severe allergies - when we did not have any prior to the leak). I am a veteran and have lived many places and from my observation this company truly does not care about their tenants nor their residences, which is disheartening.

  

  Business response

  06/25/2024

  *******, we are very sorry you are frustrated with this issue.  I did research your past maintenance issues.  We did address the roof leak; the owner had the roof replaced.

  We were not made aware of any mold or mildew issues.  Without knowledge of a problem, we cannot address it.  You have lived in this location for two years and have a minimum of requests of us.  I currently do not see any report of mold, health issues, or any concrete action we have been notified of until this post to a third party. 

  We understand you are moving out of state, we hope for great opportunities ahead for your family.  You still have a lease you need to complete, which is what started the conversation with us.  We are happy to market the property in advance; if a new tenant takes over before your lease ends, we will be happy to refund your prorated July rent.  These conversations are best in writing, which is why we like the email documentation.  

  I am concerned that when we did not respond the way you wanted, the above complaint was issued in retaliation.  This is not how we want to work with our tenants.  Please call me at the office number and I will work with you for a favorable outcome. 

  Customer response

  06/26/2024

  Complaint: 21851173
  
  I am rejecting this response because: the roof for 1301/1303 Cyrpess drive has not been replaced. I attached current photos of the physical roof. You can see shingles still missing and the metal covering caving in (this is where the major leak is occuring). Their team was notified of the leak as well of the mold when the technicians came to the property. The leak is still active. It is sad to see a company lying about the work performed, and trying to blame the customer for their lack of responsibility. 

  Regards,
  
  ***************************

  

  Business response

  06/27/2024

  We will address the concern of mildew and mold.  We will end your rental obligation as stated in your lease. 

  If you have any further questions, please contact me. 

  Customer response

  06/27/2024

  On Thu, Jun 27, 2024, 1:54?PM *************************** <************************> wrote:

  Hello,

  
  

  I am denying their claim, because they have not installed a new roof, and I placed the Service Request for a major leak in June 2023. I did notify their maintenance personnel at least twice, pointing out the physical mold, and inquired about the roof replacement as well. They did not respond other than the attached email I recieved on May 13th, 2024 stating a vendor would be coming out to look at the roof.

  6 Attachments

  from:*************************** <************************>
  to:Better Business Bureau <*****************************************>
  date:Jun 27, 2024, 2:03?PM
  subject:Re: You have a New Message from BBB Regarding Complaint #********

  I have attached the current Lease contract as well as the Move In conditions form for your records. 

  One Attachment

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