Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business is taking money from my account for no reason wont tell me why or answer any of my calls back. I had a credit of $36 that turned into them saying I now owe them money somehow. I have tried to call them over 10 times. I set up a meeting at 1pm on 8/28/2024 and didnt receive any help not even at 1:20 the business did not care enough to see us even though we scheduled an appointment.

  Business response

  08/28/2024

  Your account has been in research since the original call into our office to your Property Manager last week. She got with me and I looked into the account as far as we are able to on our end. I informed the ** of the information that needed to be relayed back to the residents and that I would be further looking into the issue with the property management software team to see if they are able to track where the payments came in through since the residents disputed these payments. As far as the statement "business is taking money from my account" these payments are coming in through the resident portal. Our business does not have access to the resident portal payment screen. This is all accessed by the resident and the resident only. Our business is not taking any money from the resident's account as we are not able to.  We set up the charges on the account ledger in which they have only been charged the monthly rent. The system does keep adding late fees on to the account, which is an automatic set up with the management software if there is a balance on the account. Since the account ledger shows a balance on the account the system is charging late fees. I have removed the late fees and will continue to remove the late fees because the late fees are inaccurate. The property manager was not in the office on Saturday when the residents came into the office, nor was she in the office on Monday or Tuesday. Yes, there was an appointment scheduled for 1:00 on 8/28/24, in which the Property Manager was looking into the current status of the situation with me due to her being out of the office on Monday/Tuesday she had not had a chance to be caught up if there was any updates from the software company contact. Yes at 1:20 she had not gotten with the residents quite yet as she was messaging back and forth with the General Manager to get updates. In which we were getting ready to call the residents over for their meeting when I was informed they had left and rescheduled for 8/29/24 at 1:00. 

  At this time, I am still working directly with the Software team in which the complaint has been escalated to another department to look into. They have been able to confirm that 3 of the 6 payments that are in question were in fact initiated by the resident through the resident portal. This information shows on the audit log of the software. The software team did inform me they had a payments issue on 8/2/24 and since the other 3 payments are not showing up on the audit log they are thinking that this was part of the payments issue on this date. That is why this complaint has been escalated and I am awaiting that response as of current date/time. 

  We will continue to work directly with the residents to inform them of the conclusion once updated communication has been relayed from the software customer care team regarding the payments in question. If something is inaccurate we will do what we can to fix these mistakes, but as of right now this has not been confirmed. At this time it does look like we have an appointment for Thursday at 1:00. Hopefully we will have updated information at this time, but if we do not we will continue to stay in contact with the residents to get them the answers they need. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to the Southwood property and paid 2300$ to move in which was a months rent and a months rent deposit plus some fees it was a month to month agreement. I moved out a month and ten days later. It has been over 30 days and they wont call me back and wont tell me what money will be returned. Im writing this complaint while sitting in their waiting room. I had maintenance issues while I lived there that went unresolved after I asked them to be addressed. The problems were why I moved. The property manager wont do anything for their tenants. This place is a joke. They dont have any respect for their tenants. I was quick to handle my business with them and they have been nothing but horrible in the process or returning my phone calls and obviously they have been impossible to get back the money owed to me. As a disabled veteran I am dependent upon this money asap.

  Business response

  07/15/2024

  This deposit refund was issued in the form of a check on Friday and the check was picked up today by ***************************. 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  During the day on March 4th, i paid rent $1110.00, directly to my property manager, her name is ******. She told me the exact amount I owed and I paid. I have the receipt. She told me everything was fine, and I did not owe anything else. Aside from some maintenance repairs that I was working on paying. Fast forward to April 3, I receive an email stating that my rent is late and/or unpaid. This is odd because my apartment complex gives people until the fifth of every month to pay rent before any late fees are applied. On this notice, nothing is mentioned about late fees, or any other unpaid fees, that I have forgotten, ignored, or dont know about. Fast forward to the date of today, April 6th. My property manager sends me an email stating that I owe a certain amount. I called up to ask about the certain amount, and she informs me that I have $130 in late fees. Puzzled and confused, I politely asked her the basic questions of who what where when and why. She tells me that for the month of March, I had an unpaid balance of $5. And that now that a whole month had gone by, they charge $5 a day for late fees.When I asked her why nobody contacted me, ****** said that it was not her job to let me know. That it was my job to find out if I owed anything else. This already goes against Southwood Properties policy and lease agreement. When I spoke to the property manager ******, she became incredibly agitated and aggressive. She then claimed that I was being rude and hung up the phone. Southwood Properties is threatening to evict me if I do not pay the $130. Stating that it is their right to evict me because I have an unpaid balance. Even though they went 30 days with a past due balance of $5, increasing by $5 every day for 30 days for each day late. I would also like to report that they are not following their own policies, and Lease agreements in other ways. The lease is only supposed to be valid when signed in front of staff or a notary republic. They failed to do so.

  Business response

  04/16/2024

  This resident and myself have already communicated and resolved this issue, so I'm a little confused as to what is being brought up now. I have already reviewed this residents account ledger and adjusted the late fees as needed. The $130 in late fees was removed from the account on 4/9/24 as it was simply an error in the automatic billing system on the ledger charged because there was a balance on the account at the end of February that was maintenance repair fees. The residents account has been accurate since 4/9/24 and the account has been paid current as of 4/13/24. I am not understanding as to what this resident is wanting at this point. This has been resolved. 

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This apartment company is the cheapest laziest most selfish company I’ve ever seen and they treat their tenants like shit. I’m pretty sure I was illegally charged for a bedbug treatment. I’ve read the terms of my lease and it says that I am only responsible if I’m deemed responsible, but how am I responsible when you tell me the same day that I report the issue that I have to pay? You have to investigate my apartment check other apartments and none of that was done yet. I had to come out of pocket believe me I’ll be talking to a lawyer about that. Not only that I reported my toilet, not flushing three or four times in the last four months and it has not been done. I’ve had three different maintenance guys out here to say that it Hass to be replaced and get it is not done. When you look up hazardous conditions, plumbing not working correctly is a high risk hazard and yet if you look at my portal , they have deemed it as a medium issue. That’s bodily fluids and hazardous chemicals that sit in the water that float up to my air because it won’t flush and you don’t think that’s a hazardous condition or needs immediate attention? But they’re quick to stick a note on your door if you don’t pay rent on time , so they want their money in a timely manner, but they don’t want to fix your problems in a timely manner. This place needs to be condemned and shut down. My apartment is spotless, 99% of the time. Yeah I still see pests and I’ve complained about them multiple times , if you look at the reviews for south with apartments, most of them are terrible, bedbugs roaches, infestation’s management being poor, so take yourself a huge weight off your shoulders and stay far away from Southwood Apartments. The moment I find another place I am out of here and my second call is a Lawyer .

  Business response

  07/12/2023

  It appears this complaint is from ****** *******. From our records ****** did not get added to the lease agreement as a tenant until 6/6/23, therefore not sure how this new resident can speak on any issues in the apartment prior to her becoming a tenant of this apartment. The other resident of this apartment has lived in this apartment since 2020.  In regard to the toilet maintenance issue, the residents are scheduled to receive a new toilet installed in their apartment. Most all of our work orders are just defaulted to "medium priority." This does not prioritize the order in which we handle the work orders. All work orders have eyes put on them by the assigned maintenance tech, within 1-3 days (this is our daily goal) and a plan of attack is planned from there. There is a current open work order to install the toilet. There was a mix up with the maintenance team and closing out the original work order, but the plan all along was to install the new toilet. I currently see a new work order in the system from yesterday, regarding "pests" and this will be added to the rotation during next weeks pest line up as well. Regarding the previous bed bug treatment that was charged to the resident, at the time there were no other apartments that had any signs of live activity or past activity, as well as it was reported by pest control that the resident appeared to be self treating the bed bugs prior to reporting to the office. This is a violation of the lease agreement. The bed bug charge is a viable charge to the resident per the lease agreement. In conclusion,  I do see where the resident requested "waiting to see what her attorney says" as a conclusion, so if this is the case and we need to halt any repairs and treatments in the apartment until she speaks with her lawyer, then we need to make a note on the account going further. 

*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. ↩