Complaints

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this business on 5/4 to request to update our lease. I have emailed and called the company for a response and I have had one email stating that it was being worked on but have not been updated. This is a time sensitive issue and the company has not responded to requests to get this sorted out or to even help.

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/05/19) */ Tenant emailed our leasing department on 5/4/22 about a request to add an occupant to their lease. Leasing Department responded to the tenant on 5/4/22 that their request was received. The request was forwarded to the property manager on 5/5/22 and was reviewed by the property manager on 5/6/22 (Friday) and reviewed by upper management. The next direction was to forward the scenario to our attorney to review as this was a unique situation we needed guidance for. The request was sent to the attorney on Tuesday 5/10/22. The tenant also requested an update on 5/10/22 and our office responded to the tenant on 5/10/22 that she will receive an update. The tenants requested another update update on 5/11/22. I responded to the tenant on 5/11/22 with an update that this is being reviewed by an attorney. Our attorney responded on 5/11/22 asking our office to obtain HOA information for leasing purposes. Our office reached out to the HOA on 5/12/22 to obtain the requested information. The HOA responded to the questions, this was reviewed again by our attorney and then discussed within the office on how to properly proceed over the next 4 business days. The tenant has received multiple updates today, 5/19 and was explained that our office has to handle emergency items such as no AC, floods, fires, leaks etc. first before we can handle tenant lease additions. The lease is not up for expiration, this is a courtesy request and service to make changes to the lease that required additional time and attention due to the scenario presented to us. Tenant will receive a full update on how to proceed by tomorrow 5/20 once reviewed for final decision by our office. Consumer Response /* (3000, 7, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We contacted the HOA and they did not receive any communication from this company what so ever in regards to our house. We have done everything they have ever asked of us but we continue to get low quality service. They didn't have a proper occupant application so I had to fill it out by hand, the property manager turned around and said it would take even longer because of this like it was our fault they did not have a different form. This whole process has just been badly handled. We still do not have information on how the lease will change or the total costs even though we have filled out all the required paperwork. The property manager does not seem to care about tenant issues unless it is convenient to her or she has some "extra time" when she can get around to it. Business Response /* (4000, 9, 2022/05/31) */ The information the tenant has provided about our office not contacting the HOA is false. Our office has written documentation of the requested information that was needed from the HOA. Most HOA's are not authorized to provide information to tenants. The tenant has requested to add an occupant to the lease that does not have the required information to complete an online application. A paper application was provided to the tenant and was processed in the same amount of time as any other application. The tenants patience was requested since they have stated the situation was urgent and there is a lot of back end work that is to be done that the tenant may not realize. It was also expressed that our office handle emergency situations first - floods, fires, air conditioners down before we handle tenant addition forms. We work in priority order. There has been multiple parties involved such as the property manager, director of property management, the leasing department, the HOA, the attorney for the property management office, the owner and the tenants. This is a process that takes time and the tenants cooperation and understanding is appreciated.

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