Complaints

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal tenant to this apartment complex (********) and this past month has been nothing but grief and a headache. The company put a 3 day notice on my door. I paid rent and I’ve submitted payment several times. Their system says 3 payments of mine got reversed. No one from the leasing office contacted me about still owing rent ($285) or made any works to bring this to my attention. I emailed this office several times and no one responded. I go to the office in person to talk to a woman **** ****** and she has given me nothing but nasty attitudes and horrible body language while trying to seek an understanding. I give them the rest of my payment that I apparently owe and went about my way. 3 days later I receive ANOTHER 3 day notice on my door saying i owe an extra amount of ($300) I call the office again to seek some understanding on why i still owe they claim another payment got reversed and once again no one tried contacting me. She gives me another bad encounter filled with nasty attitude and no direction. I sent an email telling them i wish to vacate no reply back. Today I just give them the rest of my money that I supposedly owe and as I’m in the office i hear **** with others in her office talking loud being obnoxious and talking about me and this whole situation. This has been the worst experience that i have had with a leasing office and someone needs to intervene because they refuse to return my calls and e-mails. I feel ridiculed and ignored by this leasing company and wish to never return to this property again. The property is poorly maintenanced and poor living conditions for people to live and pay 740 a month. It’s shameful and I didn’t deserve such bad customer service with these people.

  Business response

  11/07/2023

  [BBB transcription via email, see attachment]

   

  This letter is being written in response to complaint ID ******** from ****** ****** that was received
  via mail on October 27, 2023. ** ****** has been a resident of the Lawnfair Apartment complex since
  August 2021. While a resident of the complex, **. ****** has utilized the on-line portal system for rental
  payments and service requests. Per **. ****** lease, rent is due on the first of the month. Historically,
  **. ****** doesn’t make one payment for rent, she chooses to make multiple payments before or close
  to the first. For October 2023 **. ****** made four payments on 9/8, 9/17, 9/29 and 10/2. On October
  4, 2023, one of the payments was returned due to insufficient funds. A system generated email was sent
  on October 5, 2023. A notice was posted on October 6 on the resident’s door indicating that payment
  needed to be remedied in three days. On October 5 another payment was returned insufficient funds
  and on October 11 yet another payment was returned insufficient funds resulting in additional system
  generated emails and another notice being posted Oct. 12. All the charges and emails were available for
  the resident to view in the portal. Numerous phone calls, e-mails and office visits between have been
  documented regarding this issue. Frustration regarding this cascading financial event is regrettable for
  everyone. A change in policy is being reviewed to require payment in full so this will not happen in the
  future.
  Regarding **. ****** experience with office staff, an inquiry to the situation described and a
  performance review will be conducted so appropriate steps can be taken to ensure professional service
  is being delivered. The reference to poorly maintained property is not accurate. There were 9 work
  orders submitted during the residency at the complex-4 lockout and 5 maintenance. All issues were
  addressed within hours. The grounds and common areas of the complex are kept clean and pass yearly
  City of Fairlawn inspections. Thank you for facilitating this complaint. We are sorry **. ****** is leaving
  the complex on this negative note. I hope this response fulfills the contact **. ****** requested.

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