Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 20th, I scheduled a rent payment with an effective date of November 21st. However, the transaction was canceled, and the payment was processed on the 20th, resulting in my bank returning the payment and TWG charging me a $35 fee. Had the payment been processed as scheduled, this would not have occurred.I contacted onsite management immediately to understand why the transaction was canceled and was advised to wait for the payment to be returned. The following week, I requested the $35 fee be reversed, as I did not make the payment on the 20th but received no response initially. On December 5th, after multiple attempts, I contacted tech support for the resident portal and was informed that, for ****** Lofts, scheduled payments are canceled and processed one business day before the effective date. I obtained written confirmation of this and shared it with management.Despite this evidence, I was told the terms and conditions govern how payments are processed. After an in-person conversation with ******** ****** and reviewing the terms, he admitted uncertainty about the situation. However, he stated that regional contact ***** **** needed to approve the fee reversal. When ***** finally responded, she denied the request, claiming the fee resulted from the returned payment, not the ********* date, my request remains unresolved, despite evidence showing the system's flawed processing of scheduled payments. Furthermore, there has been no update to the terms or payment confirmation page to disclose that scheduled payments are canceled and processed a day early.I request the $35 fee be reversed and for the payment process to be disclosed clearly in the terms or on the confirmation page to prevent similar issues for other residents.

  

  Business response

  01/15/2025

  This letter is in response to the complaint filed by Ms. ******* ****** regarding an insufficient fund fee (aka. *** fee) charged to her account on November 25, 2024. We understand Ms. ******** frustration regarding the *** and appreciate the opportunity to address her concerns.
  

  After careful review of the situation, we have determined that the *** fee in this instance was appropriately applied. The transaction was cancelled due to the resident having insufficient funds in her account at the time she went to pay the rent. The *** fee was incurred due to a returned payment on November 25, 2024. This was not a result of a system error or a canceled scheduled payment by ***. As it relates to bank related fees, Ms. ******** lease states the following: In the event that a Tenant's check is returned from the financial institution it is drawn on for any reason, a fee equal to the amount charged to Management by the financial institution will be imposed. Only residents have access to Active Building, the rent payment portal, and therefore *** does not have the ability to control when a payment is posted or cancelled. 

  TWG strives to provide excellent service to all of our residents and appreciate the opportunity to address Ms. ******** concerns. We understand Ms. ******** frustration with the unexpected fee and apologize for any inconvenience this may have caused. 

  Customer response

  01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

  The explanation that then transaction was cancelled because of the insufficient funds is false. The transaction was cancelled on 11/20/24 because, as noted in the email from tech support that was included in my original complaint snd attached to this, scheduled payments are processed 1 day before the effective date, something that is not disclosed at all.

  I am attaching a photo of my account history from the resident portal. It does not show a transaction for 11/21, which is the date I scehduled the payment for and the scheduled payment that was cancelled on 11/20, prompting me to contact local management. If needed, I can supply those emails. My account history shows a transaction for 11/20 not 11/21 because scheduled payments are processed a day early which is not disclosed. If I had known scheduled payments are canceled and processed a day early, I would have selected the 22nd as the effective date. The payment on 11/20 was not authorized or agreed to by me.

   I am not sure if the supporting documents that I have included are being disreged or just not reviewed, but residents should not be charged fees for transactions they did not authorize or agree to. 

  For a resolution I am requesting a reversal of the $35 fee and that it be properly disclosed that scheduled payments are canceled and another transaction replaces it to make the payment a day before the selected date. 

   

  Regards,
  ******* ******

  
  

  

  Business response

  01/17/2025

  When the payment was initiated and processed, there were not sufficient funds in the account and therefore the payment was returned as ****Payors should ensure there are sufficient funds in the account being drawn from to avoid future *** fees. The Company does not control when payments are sent and cannot control if there are sufficient funds in the Payors account at time of payment scheduling and processing. We understand Ms. ******** frustration regarding the *** fee and appreciate the opportunity to address her concerns. 

  Customer response

  01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

  That is the issue. The payment was initiated on 11/20. I did not make a payment on 11/20 nor did I agree to a scheduked payment being canceled and processed early. On the 20th I scheduled a payment for 11/21 knowing the funds would be available for a transaction on the 21st, NOT the 20th. If it had been disclosed that scheduled payments are processed a day early I would have not selected an effective date of 11/21. 

  Essentially A scheduled payment is a payment that is made on a specific date or at regular intervals. Scheduled payments can be one-time or recurring. 
  How do scheduled payments work?
  The payer sets the amount and date of the payment 
  The payment is automatically deducted from the payer's bank or credit card account 
  The payment is made towards a bill until the balance is paid in full

  I have shown proof that my scheduled transaction was canceled and without my permission or knowledge before the fact. I also obtained the reason why this occurred when management failed to look into the matter. Residents should be made of aware of how scheduled payments are processed in the portal and not charged fees for transactions not agreed to or made on any day before the effective date selected. 

   

  
  Regards,
  
  ******* ******

  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Building ********************************** Has Been without **************** for 2 months now we have 4 levels!!! There are elderly people , people with babies and strollers and car seats on the 4th floor!! And 3rd floor !!! We can't carry a ton of groceries !! And neither can the grocery delivery people!! This is UNACCEPTABLE we pay rent!!! Like everyone else and they don't care to fix our Elevators !! July will be working on 3 months!! They keep telling us we will work on it and have not done Anything

  

  Business response

  07/25/2024

  We thought a response was due today, 7/25/2024. We apologize for the delay, we were under the impression we had 30 days to respond from date of initial complaint. Here are details about the resolution of the complaint: 

  Dear Resident: We understand your frustration regarding the recent elevator outage at 1020 Central. We want to assure you that we take resident concerns seriously and worked diligently to resolve the issue. The elevator was fully repaired and operational as of July 9, 2024. Unfortunately, due to the need to order specific repair parts, the repair process took longer than expected. We understand the importance of functioning amenities and apologize again for any disruptions caused by this unexpected outage. TWG is committed to providing a comfortable living environment for all residents. If you have any further questions or concerns, please do not hesitate to contact our office at **************. Thank you for your understanding.

   

  

  Business response

  07/25/2024

  We thought a response was due today, 7/25/2024. We apologize for the delay, we were under the impression we had 30 days to respond from date of initial complaint. Here are details about the resolution of the complaint: 

  Dear Resident: We understand your frustration regarding the recent elevator outage at 1020 Central. We want to assure you that we take resident concerns seriously and worked diligently to resolve the issue. The elevator was fully repaired and operational as of July 9, 2024. Unfortunately, due to the need to order specific repair parts, the repair process took longer than expected. We understand the importance of functioning amenities and apologize again for any disruptions caused by this unexpected outage. TWG is committed to providing a comfortable living environment for all residents. If you have any further questions or concerns, please do not hesitate to contact our office at **************. Thank you for your understanding.

   

• Initial Complaint

  12/31/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  TWG failed to provide and enjoy of my residence without unreasonable interference.My rental agreement was violated when my rent payment was submitted early, I was blocked from paying online and was only allowed to pay via money order. My maintenance request were avoided when I had sewage in my dishwasher. I became ill and had to leave my apartment because of the mental anguish of seeing and smelling sewage in my dishwasher, I was locked out of my apartment after complaining. I was charged $100 extra a month.I assessed a $350 filing fee early and refusal to reverse it making me have to pay $1850.My rent payment was refused. I was accused of missing payments. I never missed a payment. My contract states I can pay late but I have to pay an extra $100. I paid every month since 10/2018.TWG harassed me because I protested against them. However, I have a right to protest and it is my 1st amendment right. I am currently homeless because TWG had me evicted.I cannot find housing because I have an eviction on my record. My personal and business belongings were thrown away.

  Customer response

  01/08/2024

  Unfortunately the attachments cannot be sent

   

  Attached is the video where I was locked out of my apartments d refused to let me back in. 

  after being harassed for 6 months I was evicted after living there 5 years. When I made arrangements to pick up my belongings the elevator was "broken" 1hr before our arrival according to the maintenance man.  I lived in the 3rd floor. We waited and when we returned my locks were changed. According to this company in the attached they were told I abandoned my property and they threw everything away. 
  

  the other attached video is the sewage backup in my dishwasher I complained about . 
  

  this is only some of my issues. 
  

  I paid to stay again and she refused my payment. Left the eviction notices out on display for everyone to see. Then threw away my belongings I didn't have time to get out because of the elevator. 
  

  Excuse  my frustrations but I'm getting the run around from all around because it's TWG. 
  

  I want a return of my rent moneys and compensation for all my belongings discarded. 

  *****************;

• Initial Complaint

  10/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Still waiting on a call back as promised by the corporate office from the property manager ******* whom I was literally just standing 6 feet away from while she was unoccupied and dismissive of my presence Im assuming to cover the hind of her employee ******* who failed to place my application information in my folder like I asked as well as refused to include my full income in my application which prevents me from qualifying for a unit. My calls to corporate are now being ignored as well as the misinformation of staff and how hud works. Northwood at The Trails. As a recipient of housing assistance my voucher counts as credible income and she refuses to count it as well as my sons income to qualify for a unit.

  

  Business response

  10/14/2022

  The complainant was working with a leasing agent at ********************** to identify if she would qualify to rent a unit at the property. The complainant had an appointment with the leasing agent on 10/05/2022 and submitted both rental application and necessary support documentation. The complainant assured the leasing agent that her income meets the income requirement, which is double (2 times) the amount of the monthly rent in order for the rental application to be approved. Complainant acknowledged and signed off on the terms.

  After the complainant submitted the rental application, it was discovered during application processing that the complainant did not meet in income requirements. The complainants sons income was in fact included and the total income submitted. The complainant was notified that the income submitted did not meet the income requirements for application approval.
  

  After learning this, the complainant contacted ********************** staff on 10/06/2022 and spoke with a leasing agent, who reiterated the income guidelines to complainant. Following the conversation, the complainant came to ********************** to collect copies of all previously submitted documentation. The complainant requested to have an in-person meeting with the Property Manager to discuss further. The meeting was scheduled for 10/06/2022 at 3:30pm.
  

  The complainant did not show up for the prescheduled meeting with the Property Manager on 10/06/2022 at 3:30. The Property Manager called the complainant, and the complainant did not pick up the phone or return the Property Managers phone call.
  

  That same day, the complainant called multiple staff members from the corporate office. Complainant was redirected to the Sr. ******** Manager who works at the corporate office. The Sr. ******** Manager called complainant back twice, once on 10/06/2022 and again on 10/07/2022. The complainant did not answer the phone, nor did the complainant return the Sr. ******** Managers phone calls.
  

  The Property Manager at ********************** attempted to reach the complainant again via phone call on 10/07/2022 at 2:00pm and the complainant did not answer the phone or return the phone call. There have been no voicemails left from complainant to the Property Manager to further address the questions the complainant has.
  

  Complainant is encouraged to call ********************** at ************** or TWG corporate office at ************** if she wishes to speak with a staff member. All attempts to reach complainant directly from TWG staff have failed.
  

   

   

  Customer response

  10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Id like to direct you to both the ****** review I left for the complex as well as the corporate office. Theyve falsely informed you and have continued to ignore my plea to re-enter ALL of my information. Instead of just what Ms. ******* has entered. No ONE has attempted to contact me. Im willing to print my call log and voicemail to prove it. Ms. ******* in the office also asked me if my mother was my watch dog. All of which I stayed in recorded calls as well as in my reviews on ******* *** continued to reach out and been ignored. Theyll probably fill the unit before Im able to afford council to represent me but I will be Pershing how these large companies continue to take advantage and discriminate against people that receive government assistance while making a living off of us. Ive also contacted the civil rights ********** of indiana applied to assist me because I dont understand how for 2 weeks Ive called and left message after message with no response but theyre able to respond to the BBB with this false claim of contacting me.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $230 and it was placed on my credit report and Ive disputed this several times. Also, *** called corporate and left voicemails concerning ******** the property manager at the assembly and they constantly have ignored communicating with me. I also have a protection order against ******** and he still harasses me and emails me.

  

  Business response

  09/21/2022

  I recently received notification that *************************************, who'd previously applied for an apartment in our building, has filed a complaint with your organization and I have been asked to provide a response.

  As ****************** accurately states in his complaint, he applied online and was approved for an apartment in our building on 03/18/2021.  At the time of application, he would have paid both a non-refundable application fee of $50 and an administrative fee of $150 (not $200, as he states in his complaint).  Once an application is approved the administrative fee also becomes non-refundable.  This is made clear during the online application process.  ********************** payment of $200 was rejected by his financial institution as "NSF" on 03/23/2022 (at which time an NSF fee of $35 was added to the amount owed).  Attempts were made to contact ****************** to confirm his intent to proceed with a lease agreement in our building but we were unable to do so and his application was then cancelled.  At no time would ****************** have been told he'd receive a refund of his $150 administrative fee because his application had already been approved. 
  

  When ****************** recently contacted me via phone, I did my best to answer his questions and address his concerns.  I explained to him that the payment he'd made to us when he applied for an apartment the year prior was returned as NSF.  ****************** mentioned several times that he felt we were committing some sort of "fraud" against him.  I simply assured him that the $235 was a legitimate charge that had been turned over to our collection agency and that he should reach out to them to make payment arrangements.  I also suggested that he might want to reach out to his financial institution if he felt that perhaps an error had been made on their part.
  

  After he began raising his voice and calling names,  I advised ****************** that I would be ending the call and then hung up the phone.  At no point during the conversation did I not allow ****************** to speak or raise my voice.  I did suggest he could contact our corporate office if he felt I had not adequately addressed his concerns, but not before attempting to do just that.
  

  ****************** came to my office several days later with a money order for the amount he'd disputed, which was then mailed directly to the collection agency.
  

   

  Thank you,
  

   

   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩