Complaints

• Initial Complaint

  10/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  my mother transferred from apt#*** on 09/27/2024 to apt# **** (I'm on the lease). she paid the whole rent for September for apt#*** & has a credit of $321.00. she received a call from community manager ***** ******* on 09/17/2024 saying she didn't have to pay a transfer fee of $750 or a prorated rent $264.53 to transfer to apt 181, just the application fee $125. I spoke with ***** via e-mail too. On 09/20/2024, I received a welcome letter e-mail from their leasing agent ***** ********. he said we didn't have to pay $264.53 only $125 application fee. we signed the lease & submitted everything because of what he and ***** said verbally/in writing. the rental ledger for October for *** **** says based rent $1984, pest control fee $5.00 & a past due $140. we had no prior balance for apart ***. I reached out to ***** about the $140 balance, he didnt know. He referred me to property staff ***** ********. she didn't know. I contacted the parent company ********. Greystar Senior Regional Property Manager ****** ****** called me on 10/02/2024 & left a message. I called back same day. She said part of $140 is a system mistake which charged me $15 for a lapse in rental insurance. the rest of the $125 is for ************** billed 6 weeks in arrears for everyone. She said we owed $264.53 in prorated rent for apt ****. I told & sent her proof via e-mail that both ************* said that we did not have to pay. she disputed my claim & said she will call me to resolve it by end of business. she did not. I e-mailed her on 10/03/2024 for the status. rent is due by the 3rd or else there is a $100 late fee. She said she will not resolve the $264.53 dispute until 10/04/2024 close of business. she removed $15 charge for rental insurance. but the $264.53 is unresolved. I said I will pay the base rent $1984 & pest control fee $5.00. not the $125.00 **************** use our $321.00 credit for it. she is refusing to honor the $264.54 that her staff said we did not have to pay.

  Business response

  10/29/2024

  Good afternoon,

  We are in receipt of the letter from the BBB.  Unfortunately, we did not receive the first letter.  I emailed a breakdown of monies owed to the residents on 10/7/24.  I have made several attempts to contact them, with no response.

  Please let me know if you need anything else from us.

  Thank you

  Customer response

  10/30/2024

   Good evening, 
  
  
  
  Thank you so much for reviewing my complaint. I am rejecting Plantation Colony Apartments' response. It is not satisfactory. They have not attempted to contact me to resolve the matter rather they attached an itemized bill at our front door for payment of the amount we are disputing. Additionally, they have also sent us an e-mail requesting that we make payment for the amount that we are disputing. This is the main reason why I contacted the Better Business Bureau.  My dispute is that we do not owe them a prorated rent amount of $264.53 for moving on 09/27/2024 from Apt *** apt **** because two of their employees (community manager ***** ******* and leasing agent ***** ********), both of whom drafted the lease, said so in writing ( please see e-mail below sent to me by ***** ******** dated 09/20/2024). Their employee ***** ******** sent me an e-mail with an attachment of a welcome letter for my mother and me to sign. The e-mail clearly stated that we should ignore the $264.53 prorated amount due highlighted in the welcome letter because we did not have to pay it. It is because he said in writing that we did not have to pay it that we signed the welcome letter and completed our lease agreement. I am seeking a resolution for them to remove the debt of $264.53 from our ledger. This is because having paid our rent for September 2024 for apt ***, but moving on 09/27/2024 to apt ****, we were left with a credit owed to us in the amount of $321.07. the leasing office states that water and sewer are billed in arrears. So the final water and sewer bill amount for apt *** according to them was $125.38 and the final trash was $56.00, none of which I am disputing. With that in mind, from our $321.07 credit, I told them they can deduct the $125.38 for water and sewer and the $56.00 for the trash. That still leaves us with a credit of $139.69. but becausethey are refusing to remove the $264.53 that they said we didnt have to pay. Now rental ledger shows us going from having a credit of $321.07 minus water and sewer of $125.38, minus trash $56.00, and minus $264.53( that they claim we owed) to equal a debt from us to them -$124.84. they are harassing my elderly mother with e-mails and letters at her door for $124.84 that they claim we owe which we dont. 
  
  
  
  Below are the evidence that I am submitting to the better business bureau :  The order is starting from the bottom to the top :
  
  1. E-mail proof from plantation colony employee ***** ******** (who prepared the lease along with community manager ***** *******) stating that we did not have to pay the prorated rent $264.53 to move from apt *** to apt **** .
  
   2. Most recent e-mail from community manager ***** *******, which does not indicate a desire to resolve the matter but a demand payment $124.84.
   3. A picture of a letter attached to our door demanding a payment of $124.84.
   4. My original letter sent to the Better Business Bureau explaining my mother and I situation ( we are both on the lease ). 
  
  
  Below is my original message which I sent to better business bureau . 
  
  My mother transferred from apt#*** on 09/27/2024 to apt# **** (I'm on the lease). She paid the whole rent for September for apt#*** & has a credit of $321.07. she received a call from community manager ***** ******* on 09/17/2024 saying she didn't have to pay a transfer fee of $750 or a prorated rent of $264.53 to transfer to apt ****, just the application fee of $125. I spoke with ***** via e-mail, and she confirmed the same information. On 09/20/2024, I received a welcome letter e-mail from their leasing agent ***** ********. In the e-mail, he said we didn't have to pay $264.53 only a $125 application fee. We signed the lease & submitted everything because of what he and ***** said verbally/in writing. Now, the rental ledger for October for apt **** says base rent is $1984, pest control fee $5.00 & a past due amount of $140.
  We had no prior balance for apart ***. I reached out to ***** about the $140 balance, he didnt know why we were billed that amount. He referred me to their property staff ***** ********. She couldnt explain it. So, I contacted the parent company ********. Greystar Senior Regional Property Manager ****** ****** called me on 10/02/2024 & left me a message. I called her back the same day. She said part of $140 is a system mistake which charged us $15 for a lapse in rental insurance. The rest of the $125 is for water & sewer, which is billed 6 weeks in arrears for everyone.
  Additionally, she said we owed $264.53 in prorated rent for apt# **** for September,2024. I told & sent her proof via e-mail that both ***** & ***** said that we did not have to pay any prorated amount. She is disputing my claim & said she will call me to resolve the matter by the end of business. She never called me. I e-mailed her on 10/03/2024 for the status since rent is due by the 3rd or there is a $100 late fee. She said she would not resolve the $264.53 dispute until 10/04/2024 close of business, causing us to incur a $100 late fee. She removed the $15 fraudulent charge for the lapse in rental insurance since it was their system and not our fault. But the $264.53 is unresolved and she refuses to remove it. I wrote back and said I would pay the base rent of $1984 & pest control fee of $5.00 but not the $125.38 (water & sewer). Since we have a $321.00 credit from apt *** in September, she can deduct the $125.38 for water and sewer from the credit. She is refusing to honor the $264.54 that her staff (***** and *****) said we did not have to pay, leaving us with a debt and a late fee instead of a credit due to us. She is now saying she needs to consult their attorney. They are running a scam. community manager ***** ******* and ***** ******** made us sign a lease under false pretenses that we did not have to pay a prorated amount $264.54, which is in writing. they have taken advantage of an elderly and cause severe emotional distress to my mother ( an elderly woman who is almost 70 years old) because of their dishonest practices. they falsified that we owed them for rental insurance and they are falsifying that we owed them prorated rent $264.54 for September, 2024 for apt ****.
  

  
  

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