Complaints

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraudulent claims were made to subtract money from my security deposit. For example, charging us for laundry when we left no dirty laundry, charging us $90 to unlock a door, charging us a resort fee a month after we had left and staging a picture of a broken door and saying that we broke it. Attached, please find a picture of the door, which shows an area about 6 feet off the ground, with slats displaced but not fractured. I can't imagine how this was done. Also attached is my latest billing statement.

  Business response

  02/22/2024

  ***************************** entered the property at ************************************* 202 on 7/28/2023. The door in question was fully intact and not damaged. I have attached the move in inspection form that was filled out and signed by **** & *********************************. As you can see, there are other items that were mentioned but the door was not broken or mentioned. When the the ************ moved out of the property on 12/15/2023, the first team members that entered the property were our cleaning crew. They observed that the door was broken and notified our Management director, ************************* that the door was damaged. Our management director contacted our handyman and had him fixed the door which resulted in a bill for $144.45 and was charged to **** and *********************************. Our normal procedure is to send the security deposit claim notification via certified mail and once **** received that, he began to harass us by email and tell us that he did not break the door. My team scheduled a call for him and I to speak on the phone. He said he was not available until after 2:30 pm on 1/18/2024 so the call was scheduled for 3:30PM. During the morning of the 1/18/2024, **** proceeded to write bad reviews, submit this claim as well as a few others. I have attached a screenshot of one of the emails that was sent to my team. I (******) called **** at 3:30pm as scheduled and We started of by discussing other topics that were in question and resolved very easily on our conversation (resort tax question, trip charge for locking himself out of the condo, etc), **** proceeded to hang up on me in the middle of the conversation before we could discuss the door. More harassing emails came in to my team, so the rest of the conversation was completed via email. We offered to split the charge 50/50 but he did not agree to that. In the end, my company Suncoast Leasing and Management refunded the money for the repair of the door to ***************************** so that he would remove the bad reviews from our accounts. I have also attached a copy of the reimbursement check that was sent to him. 

*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. ↩