Complaints

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at the Prelude at Paramount for approximately six months and I have felt like my human rights have been violated. On the day that I moved in I received a noise violation, for simply breaking down boxes, and other associated sounds, for an individual moving into an apartment. Noises may have been opening and closing doors, breaking down boxes, moving furniture across a room, hanging pictures, etcetera. The management, whom were all dismissed due to this harassment of myself, called to inform me that I was going to be receiving a noise violation, and it was a strike against my lease. I was very distraught, and felt like my rights as a tenant were being violated. I wrote a formal complaint against the maanagement and my neighbor, whom confessed that all sounds, "choked in her head, and it sounds as though she is in a tin box". The below neighbor was so fixated on ever sound that I made, even quiet walking around my own apartment. I think my neighbor called management to complain three times. Every time that the management called me, they threatened another violation, which left me very stressed out, and it consumed my every thought. I was terrified I was going to be evicted, and loose my deposit for simply moving about my apartment. My background is that I am a professional Registered Dental Hygienist, that lives alone, does not have any children, I am typically in bed before 9 P.M., and do not have any pets. I was so frightened of the managements constant berating of myself, that I called them every time I was going to run a vacuum, blender, hammer in a portrait, or run a washing machine. I am certain my human rights were being violated, yet they did not seem to care, even when I called crying and very distraught.Recently, they changed the autopay system without informing me. When I went to discuss why the autopay was late, and that I did not know of the change, they stated that I was informed via email 10 days ago.

  Business response

  08/19/2024

  ************************* moved in January 2024 and was heard by the downstairs resident, who had called the office to report the noise after the communitiesquiet hours. Per the lease agreement, quiet hours for the community start at 10pm. The office staff called ******* to make her aware that the office received a complaint related to noise from her apartment. This was a courtesy call as we understood that she had just moved into the community. After the phone conversation with the staff, the residents below ******* apartment notified the office that ****** was banging on the floor and yelling. The following day ****** left a note on the downstairs neighbors door. Who brought the note to the office. Please see note attached.
  The second complaint to the office resulted in a leave violation due to the aggressive behavior of yelling and banging on the floor at the residents below her.
  In April 2024, the office received another noise complaint regarding the storage door being left open and banging all hours of the day and night. The office called ************************* to notify her to close the door. We did not issue any lease violation for this incident.
  In May 2024 the office called ****** to let her know that her car was in a handicap parking space and that she was not allowed to park in designated parking without proper documentation or permit in her vehicle. If that happened in the future it could result in a warning and/or a lease violation. No violation was issued.
  The office has never received a call from ****** to ask about or inform us before vacuuming or cleaning her home. The team has not received any complaints related to her cleaning in her home.
  Regarding payment, please see the ledger attached.
  The new payment system platform was a community wide change effective 7/1. Three emails were emailed to the entire community including ****** prior to the first (please see attached) 6/15/24, 6/21/24, 6/25/24.  ****** came in on Saturday 7/20 to speak with the assistant manager. He helped ****** get set up on the new payment system.After she claimed she didnt know that there was a new payment platform. A copy of her ledger with her balance due was given to her at that time.
  ****** was issued a 3-day notice on 7/9 for non-payment of rent. Her file was sent to the attorney on 7/15 to start legal proceedings after multiple attempts to contact her. It was not until 07/22 that a payment was made by check into the leasing office.
  On 8/01 ****** came into the office stating she was upset because she couldnt pay rent. She said she did not receive any contact about the new payment system BILT. The leasing associate at the front desk told her that emails were sent to all the tenants. She showed ****** her account to verify that emails were sent to her. ******* asked for her total so she could write a check for rent. A ledger was provided with the total amount due. She proceeded to yell at the leasing associate disputing the amount owed. The situation with the leasing associated escalated requiring the community manager to get involved. A similar conversation occurred between ****** & the community manager that resulted in the property manager asking ****** to leave the office.
  ****** reached out to the corporate office, resulting in a conversation with the regional manager. After reviewing the payments received in the leasing office it was determined that ****** had a balance carry over from May, June & July. The balances that were carried over consisted of a utility balance & late fees that were charged based on when the payments were received in the leasing office. It was explained to ****** that the balance due on her account was correct. 

  Customer response

  09/05/2024

  I need to reopen my case. I have no idea why it got filed as resolved. There was nothing that was resolved whatsoever! The managers seem as though they spent hours telling lies! No one ever help me set up auto pay. There was no yelling because I live alone and I dont have any children or dogs, etc. I could even be halfway construed as a noise complaint they were after me the second I got into the Prelude, sure want to pursue this more!

  
  

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