Complaints

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Manager and corporate refuse to show me pics of cleaning that lead to them only giving me 149$ out of 600$ security deposit and are blackmailing me with an offer to refund more but only if I take down a ****** review,which I did,and still refuse to issue my check..Have since ceased their communications despite multiple attempts to see evidence against me. I have numerous email communications proving my complaint. Corporate has ceased communications as well an refuse to assist me any further. Was told I agreed to pay rent until new tenants moved in which I never did verbally or with signature. Refuse to give me their law offices contact info..Didn't fix my window for 2 months an was still broken when I left. Even after I reported it and reported feeling unsafe an unsecured especially while at work with a broken window in my back door. All ***** did was say," oh,you're safe.."

  Business response

  08/02/2022

  A thorough explanation of all charges was provided with the issued Final Account Statement, referencing the item-specific charges outlined in the Exhibit A Addendum of the signed and executed lease. Even further explanation and detail was immediately provided upon request. Numerous attempts have been made by property staff to answer questions and provide explanation, but any phone communications with this resident have been unsuccessful, as he does not allow staff the opportunity to speak due to interruptive shouting. This former resident has engaged in continuous harassment of staff and online disparagement throughout the past week, including threats to physically come to our office for further confrontation. The resident was eventually informed that further engagement would cease due to the ongoing harassment of staff. A formal Cease and Desist letter is currently in process through our attorneys.

  
  Five individual staff members entered the apartment following the residents move-out and can bear witness to the cleanliness and items/trash left behind, warranting removal charges according to provisions clearly outlined in the signed and executed lease (ref. Clause 41, Clause 47,and Clause 49 of the signed Apartment *************** ********* Policies Addendum, and Exhibit A Addendum). Resident was charged less than legally owed according to these provisions, and vendor invoicing showing double the amount charged back to the resident are on file. No photos are owed according to the signed and executed lease (ref, Clause 50 of the signed Apartment Lease Contract),but the resident is welcome to produce photos of the claimed cleanliness. This resident has also been welcomed to have his lawyer reach out to us so that we may assist in connecting them with our law firm.

  
  Repairs for the broken window were initiated within hours of the damage being observed by staff, as evidenced by written communications on file with the office staff and with the vendor. Action was immediately taken to assess the damage in accordance with Clause ************************************************ complete compliance with the Warranty of Habitability. Thankfully,only one pane was damaged, leaving the other window pane and existing lock fully in-tact, functional, and compliant, presenting no safety or security issue to the resident or property. The lead time on repair materials, due to ongoing supply chain issues, was accurately quoted by the vendor and immediately communicated to the resident. Adequate follow-up throughout the repair process was initiated by staff, also evidenced by written communications on file.

  
  As service to our residents is of utmost priority to our longtime staff, and because we have true compassion for circumstantial needs and a desire to assist in any way we can, a generous agreement was made by management to this resident, which was adhered to when it came time to close out the account. $1275 worth of charges, unequivocally due according to the signed and executed lease agreement, despite any oral agreement (ref. Clause 23, Clause 33, Clause 35, and Clause 36, Clause 45, and Clause 46 of the signed Apartment Lease Contract), were generously waived for this resident in accordance with this verbal agreement.

  
  This former resident was never called a liar even though management possesses written statements from the resident that he had not posted 13 negative reviews using fake accounts, which began posting within 15 minutes of an emailed threat to staff that he would be soliciting false negative reviews. However,he had included screenshots of private communications between only himself and property staff on one of the reviews from a fake account (also claiming on that review to never have been a resident). When presented with documentation of this glaring discrepancy, he responded with a written admission of the fake account,stating that he had removed the review. A further offer was made to the resident,in an attempt to end the ongoing harassment, conditional on removal of the 12 remaining solicited/false account negative reviews (ref. Agreement and Release Article 2). The resident has thus far chosen not to uphold the provisions of the offered agreement.

  Customer response

  08/02/2022

   
  Complaint: 17655246
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  08/09/2022

  They have since given me my deposit back in full but still haven't received an apology from anyone involved for calling me a liar repeatedly and for lying themselves. Or for causing me all the unwarranted stress and anguish and time wasted during this entire process all the time knowing I suffer from severe ptsd.

*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. ↩