Complaints

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We moved into this apartment ******************** in April 2019. In July of 2021 I was given an emotional support animal which I provided documentation for. I was charged $1000 fee for failure to notify which I paid. There was no where in my lease stating any such fee existed. My husband and I had some financial trouble resulting in is getting help with our rent. The management company broke my confidentiality by sharing this information with someone they subcontracted for maintenance who in turn shared this private information with many members in the community. This was my private information, not theirs to share. In March 2022 I was having problems with my dishwasher not draining properly. They sent someone out who said it was fine and billed me for that service. Which again I paid. Upon moving out of the residence, I received a bill which included charges for the dishwasher needing service which I had already requested. Also they charged me extra for painting leaving notes that the walls were freshly painted when we moved in. They paint all units prior to new tenants. They charged me for extra carpet cleaning and then for new carpet. That carpet was old when we moved in, and we lived there for 4 years. Why charge us for both plus the non-refundable carpet cleaning fee from our deposit. They also charged ** for furniture from the dumpster which we did not place there. The furniture we couldn't Hall we did leave in the apartment and agree with those charges. Unfortunately these all come down to one of their employees having personal issues with **. This same person then postec pictures on ******** and left horrible comments causing members of the community to make threats to **. I do agree with some of the move out charges, some furniture removal ect. This company gave out my personal financial information, slandered our names and charged us money they never should have.

  

  Business response

  06/13/2023

  Thank you for reaching out to us and expressing your concerns regarding your experiences during your tenancy at ********************.

  We understand that you have faced several issues, and we apologize for any inconvenience caused. The move out charges were not addressed directly to our company in writing by the ********** during the allotted time they had to respond and dispute. Therefore Management Pro was unaware of there being an issue.  Please allow us to address each of your concerns individually now that we are aware:

  
  1. Emotional Support Animal Fee: We apologize if there was any confusion regarding the fee. While it is important for tenants to notify us about the presence of an emotional support animal, we understand that you provided the necessary documentation after it was discovered that you had a dog at the property. At time of move in it was initialed and signed in the lease, stating that you did not have an emotional support animal or a pet. ***** was seen at the property by one of our employee's with a puppy and confronted about it being her dog and ***** had stated, yes. ***** was then informed by employee of the $500 fine plus the $500 pet deposit (per her lease). ***** stated she was keeping the dog and would pay the deposit. There were no indications from ***** at that time, of the dog being an emotional support animal. These charges were placed on the ********** ledger the next day. When the Thompson's went to pay rent the following month, ***** then provided the companion animal documentation at that time. We apologize if you were charged incorrectly. The $500 pet deposit was to be removed, and the $500 fine for bringing in a nonapproved animal were to stay on their account. It was an oversight on our part and we will refund the $500 pet deposit only, to the account once they have reached out to our company and completed the proper documents to make a payment arrangement with our office for the balance due of $4842.35. We will credit the account $500.00 making the total due $4342.35. 
  

  2.Confidentiality Breach: We take privacy and confidentiality seriously, and we regret any unauthorized sharing of your personal information. Our management team will look into this matter to determine how such a breach occurred and take appropriate steps to prevent any recurrence in the future.
  

  3. ****************** Charges: We apologize for any misunderstanding regarding the billing for the dishwasher service. As per the invoice that you paid, the appliance company found the dishwasher to be functioning properly on 3/15/2022, as stated on your attached invoice. The charge on move out, was due to dirt and debris found inside dishwasher. This was a separate incident and the charge was to clean inside the dishwasher, not to repair the dishwasher. If repair was needed, the property owner would be responsible for the repair. 
  
  4. Painting Charges: The walls were freshly painted when you moved in. Upon move out, almost all walls need to be freshly painted due to excessive amounts of food, dirt, debris and writing on the walls. None of this is considered normal wear and tear. As per their signed move in inspection, unit was clean, walls freshly painted and no damages were noted. Please see attached move in Inspection.

  5. Carpet Cleaning and Replacement Charges: We understand your concern about the carpet charges. Upon first inspection of the property at move out, the carpets looked to be in fair condition but did smell of urine throughout the whole unit. We had the carpets cleaned in an attempt to remove said smell to keep the move out costs down for the **********. Unfortunately after multiple showings of the unit, the urine smell was still very strong and we were getting feed back from potential new renters that the smell in the unit was still to strong to move forward to apply. In order to rent the property,  we had to replace the carpets.  The **********, were only charged for 1/3 of the replacement costs. Please see attached invoice.  

  6. Furniture Charges: The furniture and debris left in the unit had to be hauled from the property. This included a bed at the dumpster. You were the only move out during that trash week and we have reports from other tenants that it was placed there by the **********. 
  

  We appreciate your concern and bringing these matters to our attention. We have reviewed your account, and conducted the necessary investigations, to provide you with a detailed response regarding the resolution of each concern. Our aim is to provide a positive living experience for all our tenants, and we have done our best to resolve these issues promptly and fairly.

  
  Thank you for reaching out to our company with said concerns. Please let us know if there is anything else we can assist you with.
  Sincerely,
  
  With Thanks and Appreciation,
  
  The Management Pro Team
  ************************ and ************; 
  

  
  

  Customer response

  06/14/2023

   
  Complaint: 20176480
  
  I am rejecting this response because:

  The fee for not notifying the company of my pet (because they saw him the day I brought the pet home,  which I explained happened 2 weeks earlier than expected so I hadn't had time to notify,  was explained as something that "could happen" however there is nothing in our lease stating such fee could exist.

  The reason for the condition of the dishwasher was because even after this service the dishwasher continued to not drain causing build up in it when it was ran. Because it was broken! 

  The bed in the dumpster, again,  was not **.  I'm not sure what neighbors "saw" however it was not **.  Again why would we move just that and not the other. 

  The carpet in the unit was old when we moved in originally and should have been replaced then. 

  i was unaware that it is a tenant responsibility to paint walls upon move out,  i did not see that on the clean out list. 
  
  Sincerely,
  
  ***************************

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