Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They rented us an apartment that had a leaky pipe upstairs in the laundry room above my living room. My first day there my ceiling fan was pouring water and they made me pay the plumber bill, a leaking pipe is not my fault, especially the first day/night. The leak got worse before we moved out and I have before and after pictures. I had to get an *** and they tried to tell me via email to get rid of my pet or move out and this was AFTER the service papers had been emailed to them. My refrigerator started going out and when I contacted them they told me theyd put in a work order and never came out. When I asked for my lease renewal they NEVER sent me one, then 2.5 weeks after my lease was up they gave me a ************************************************************************************* my apartment and wanted to raise the rent to $1600. I have 2 small children ages 2 and 7 months. I asked for a garage door opener and they never gave me one stating the people there before you never gave theirs back when I asked for them to install a new one they said theyd have someone come out and never did.My bathtub was full of mold (again I have pictures and 2 small children) they never bothered to fix it. I called them to let them know the electrical inside and the outlets were lose (outlets we hadnt used but I plugged something in as we were moving) and they stated they didnt know we were moving out and asked when we would be out, this was 5 days prior to use moving on Nov 1 2023, as stated on the paper they wanted us out by then. I have pictures of the entire apartment after we moved out for my own purposes so they cant try to charge me extra or take me to court. Our fire extinguisher was 6 years out of date.

  Business response

  11/20/2023

  **************************************************** Tenant ********************* and *******************************
  Move in date: September 1, 2022
  Move out date: November 1, 2023
  As you can see from the attachments, APM received a notice from the tenants on September 7, 2022, regarding water leak and leak in living room.   Our licensed plumber was called out to the residence along with our maintenance personnel.   The washer that the tenant installed was not properly hooked up by the tenant.   The tenant did not hook up the hot water hose and it pushed the water out through that hose valve.   The tenant agreed that this was their fault and paid the amount of $331.78 for their mistake.   This was the only notification from the tenant regarding the leak.  
  We were contacted by the *** human society regarding the tenant wanting a pet.   *** was told by APM that pets were not allowed in said unit per lease.   The lease is attached.   See page 5 under Pets, it clearly states Except for guide dogs of blind or deaf persons, no pets are allowed.    This lease was signed by the tenants.  This was on Feb 23, 2023.    Our office did not receive paperwork regarding said pet being service dog.    The only way APM knew she had a dog was the complaints we received regarding dog barking and p*** not being cleaned up.  See attached email messages and history notes. 
  We do not have any call complaints regarding a refrigerator at said residence.   We have records regarding a furnace not working.   A thermostat was replaced.    Loose outlets were documented in **** inspection.   We were not contacted regarding bathtub containing mold.    A new garage door opener was programed for said resident.  Work order attached.     **** inspection of said resident is going to be a complete remodel.   We have before and after pictures also.   This unit was not left the way it was received.
  We do not provide fire extinguishers.   Therefore, this was the tenants personal fire extinguisher.
  The tenants were given a Notice for Non-Renewal for default in failed rent payments in a timely manner.   See attached.    After failed attempts and excuse after excuse, rent payments were constantly late.   This is the only reason why the tenants were asked to vacate the premises.   The tenants currently owe APM $1,714.18 for back rent, water bills, and late fees.  See attached.   
  The only minor we have knowledge of is ****************************     

  Customer response

  11/27/2023

   
  Complaint: 20848680
  
  I am rejecting this response because:
  The statement they had sent back was false. I included images to show proof I DID send my ESAs papers, that were ignored on several occasions. This includes phone calls as well. I attached a picture of the ceiling where it was leaking AFTER my washer was unhooked and the spot continued to get bigger after there was no longer a washer upstairs. I also included a picture of the fire extinguisher that WAS provided by the landlord, it has the address and date on it. I also included an email that stated why our rent was late. I didnt know a sudden death or being laid off from a job, was an excuse why the rent was late. We told them every time if the rent was going to be late and why it was going to be late. Also, they never installed a garage door opener, if the work order is read correctly you can see they only put the order in for it and never did the work. IF it was installed it would have a description of the work that was preformed. This would only let me attach 5 images, but I have more pictures of emails and the apartment as well. The landlord was notified when giving them the security deposit and the keys that I was pregnant and would be expecting a baby in early 2023. If additional information or pictures are needed I have plenty as this would only allow me to attach 5. I also had to call SEVERAL times about my refrigerator going out and it was always well put in a work order and they never did. The only reason they came to fix my thermostat was I called and told them my heat wasnt working in the middle of the winter and I had a minor and was also pregnant at the time. 
  Sincerely,
  
  *******************************

  Business response

  12/04/2023

  APM is rejecting ******************************* response.
  First off, Advantage Property Management is a management company.  We represent the landlords and follow their guidelines per said properties.
  Per pet disagreement.  APM did not charge ********************** a pet deposit or pet rent.   Therefore, APM will not reimburse funds regarding said pet.
  APM takes pride in their units.   The units are prepped and spotless before each rental.   ****** and ***** went through said unit before signing a lease agreement.  At said signing of the lease agreement, the unit did NOT have a water leak.  Attached is the invoice from the contractor we use for repairing a water leak.    It clearly states that the water leak was caused by the washing machine not being hooked up correctly by the tenant.     APM does not provide washer or dryers for this unit, this was the tenants personal washer.    Again, tenants paid for the repairs without complaint.   There are no records of the tenant calling us to return to fix the ceiling.   If tenant would have called, this would have been fixed.    Tenants will not be charged for ceiling repairs.    APM will not reimburse funds for said water damage.
  APM does not provide fire extinguishers for this complex.    This was left by a previous tenant.    If ********************* had called the office regarding the fire extinguisher, we would have informed her then that this is not something APM provides.   APM will not reimburse for said fire extinguisher.
  As stated in the lease agreement, rent is due on the first of the month.    It is the tenants responsibility to pay this rent on time.  This is a signed contract.     APM is willing to work with our tenants regarding late rent.     ************************ rent currently is late from August 2023 October 2023.    The rent is $1,325.00 per month.   Tenants had only paid $1,237.54 during that time.   Their current balance for late fees, water bill, and pervious rent is currently $1,714.18.   The tenant has not made any attempt to pay said balance since October 23, 2023.   TENANT IS RESPONSIBLE FOR PAST RENT, WATER BILLS and LATE FEES!
  We do NOT have any records of the refrigerator needing service.   During **** final inspection of the said unit, the refrigerator works fine.  We were not contacted regarding bathtub containing mold.    During the final inspection, we did not find any mold in the bathtub.   APM will not reimburse for said refrigerator or bathtub.

  
  Garage door request was made on 9/14/2003 to program a new garage door opener for unit.   Garage door opener was programmed.   APM will not reimburse for said garage door opener.
  APM and the landlord currently have to repair said unit for the conditions it was left by ********************** and other occupants.   Repairs are as follows:   Pictures are attached. 
  Replace 5 interior doors.
  Paint and repair to walls
  Carpet needs massive cleaning in order to prevent replacement as stated in the lease, Resident will be held responsible for the cost of a professional carpet cleaning when they vacate the rental unit.
  Custom blind replacement
  Cabinet damages
  Appliance cleaning
  As per lease agreement: Resident shall pay for repairs, replacement costs and damages to the following if occurring during the rental unit Lease term or renewal period: (a)damages to doors, windows, or screens, (b) damages from windows or doors left open, and (c) damages from wastewater stoppages caused by foreign or improper objects in lines exclusively serving Residents rental unit. 
  As per lease agreement: MOVE-OUT POLICY:  Upon vacating the rental unit, Resident is expected to remove all personal belongings,garbage, nails, screws, curtain rods, etc. Resident is expected to clean all appliances (inside, outside,underneath), cabinets, drawers, floors, light fixtures, windows, window *****,shelves, fixtures, storage areas, etc. Carpets must be vacuumed. Charges for carpet cleaning/replacement will depend on the severity of staining/damage to the carpet.  Resident is responsible for contacting the utility companies to request final meter readings and to transfer the utilities out of their name as of the move-out date. 
  APM will not be reimburse for said repairs.
  With the repairs and past due rent, water bills and late fees APM is questioning what exactly ********************** is expecting a refund on?   
  APM is not in violation of the landlord lease agreement.  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 1st 2023 Amount paid $90 We worked with advantage property management to try and find a place to rent. After making the payment I had called the next day to inform them the payment was made. They stated everything looked fine and I had waited 2 days to reach back out as I had a question for how long the background and credit check took I was told it usually takes a week for the payment to clear after I told her I paid with card and it said it was already approved she said then the manager will be working on it when it she was available as she is the only person who runs the applications. After a few more days a reached back out and was told the manager was extremely busy running applications and would get to it when she could. I reached back out again by this time it had been a week and a half and the rep I spoke with said she remembered me from the last time but the manager was not it so I called back the following monday. When I called back I was told that if I havent heard anything yet I would hear back soon. After another week we couldnt keep waiting and had to apply for a new apartment. The application was processed within a few days and we moved in on march 18th. As of April 13th all three applicants have yet to have any attempt from advantage property management ether from email or phone to try and reach us. So as of this point we paid $90 ($30 for each of us) to have a background check and credit check completed and arent even sure if it was ever attempted. At this point we dont even know if we were denied as there has been no attempt at contact from the management company. A coworker of my moms told us about them and he has yet to hear from them ether so it feels more like they are taking money and not doing the work.

  Business response

  04/17/2023

  On March 1st, we reached out to **************************** and ******** regarding the first part of the application was complete.   We needed the last part which is the credit and background check.   Everyone over the 18 and older must also apply and pay the $30 application fee.    On March 4, 2023, we were notified that the $30 for each applicant cleared our bank.

  On March 17th, we sent the attached in the mail to the address provided stating application was denied for all three applicants due to poor credit.    We send the letters using the US Postal system.   .

  The $30 application fee is what our company is charged for running the credit and background check.    As stated at the time the applicant is applying, this fee is non-refundable regardless the outcome.

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