Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing this complaint due to false information & false charges to an apartment I moved out of oct 31st 2024 ************* apartments with **************************** Ive lived there for about 2 and 1/2 years & always been a good tenant paying rent on time all the time, I even cleaned the apartment before moving out I shampooed the carpet in the whole house. Cleaned the kitchen even the microwave & the apartments landlord ****** *********** did a walk through in my unit because I was planning on releasing for another 6months yet when she did that walk through she found no problem at all. Then when it comes to them not wanting to release with ******** returned the keys & all. She calls me later on to tell me I owe 800$ for 1 little spot she called heavy traffic when I moved in them carpets were not new at all, already had heavy traffic stain yet I still cleaned up as much as possible she falsely claimed that the whole carpet had to be thrown out so I owe 800$ that is a bunch of nonsense. Also Ive made numerous maintenance requests about the mold problem theyve had since move in like I said Ive numerously have maintenance request on there mold all they did was come out & spray paint white over the shower mold that they are trying to charge me for. Then she goes on to say they even had to hire cleaners because I didnt clean. That just blows my mind how I literally did the *********** wanna take a photo of the roof of the microwave what about the whole microwave. I had the best intentions after moving out because I worked hard to satisfy them also theyve kept my deposit & still trying to charge 800$ to my credit this is so wrong. I need justice to be served that is so wrong.

  Business response

  01/06/2025

  Thank you for bringing your complaint to our attention. We take all feedback very seriously and strive to maintain transparent and fair business practices with our tenants.

  
  We understand that you are dissatisfied with the charges for cleaning and damage to the apartment following your move out from ************************************. We would like to provide clarification and context regarding the charges in question. Upon move out, a thorough inspection of the apartment was conducted,as is standard procedure for all tenants. The following issues were noted: the apartment required additional cleaning beyond what is typical for normal wear and tear. In addition to cleaning, there was damage to the carpet, which was unable to be restored.
  
  The charges were applied in accordance with the lease agreement, which was signed by both parties at the beginning of tenancy. We would be happy to provide additional documentation regarding these charges, including photos, if you would like. Please feel free to contact the property directly for additional questions or concerns. 
  
  We strive to maintain clear communication and fair business practices with all of our tenants, and we are committed to resolving any issues promptly.
  
  Thank you for the opportunity to address this matter.
  Case & Associates Properties, Inc. 

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** have lived in this apartment for 9 years. ** have never been late on rent,no proble ms. ** now have gad a new tenant upstairs from us for the last few months. It has not been perfect. ** have complained to our front office, they stated there is nothing they can do we have to call local police. Local police say it's the responsibility of the landlord to fix this issue, our management staff just served us an eviction notice 2 data before Christmas. They never asked us anything,what they did is listen to a crazy person who said whatever she said and was never truthful. She made false statements to police and she has been awful. ** have quiet time in our apartments from 10pm until 7am although the person above can do whatever she wishes and we are powerless, they have given us no options except this 30 day eviction notice for things we have not done. Management staff at these apartments have not one time asked us for any explanations they are simply basing their information by the statements of our upstairs tenant,never asked us once what's going on. This is the most ludicrous form of harassment I have ever experienced and I need sine help with a wrongful eviction

  Business response

  12/26/2024

  Hello Ms. ******************** for reaching out to **. We understand the property manager has been in contact with you regarding your move-out date. To reiterate what the property manager and you recently discussed, we will extend your move-out date through March 31, 2025. In the event you find a new home before March 31, please notify the office and they will further assist you.
  
  Thank you,
  Case &Associates Properties, ****   

  Customer response

  12/27/2024

  the front office has also stated to us that  they have a ticket from the amarillo police department which we have not seen and were told we didnt need to  see it. The particticular  event began when said tenant came home and brought with er 5 other  people who began stomping on the floors and slamming doors. This was at 11pm.  At about 11:30 pm we called law enforcement as we were told  to do by the office and directed them upstairs where the noise was coming from.  however when the officer came downstairs and accused my husband of being a liar,these were his words None of these situations were ever not one time taken seriously by the management staff and 2 days before Christmas they served us with an eviction notice. .  One retired marine who has been living n the same place for  9 years.  On a whole that may not seem like quite a big deal,but for us being victimized for an entire year is.  We also inquired about smiply moving upstairs,we were told we would become brand new tenants and rent would be higher and we would be starting all over again.  We had already been there 8 years.  

  At this point one could ask ,did the management staff what they did to ensure our peaceful living experience, the answer is absolutely nothing ,and here we are.

   

   

   

  Customer response

  12/27/2024

  I am rejecting this response because:   they were not on our side,they ever showed us nor old us of any issues concerning us.  The management failed to provide us with a safe peaceful living environment and because of this I cannot stand for any of the allegations they are claiming.  It looks to me like they want more money for this apartment,but jeesh the old people have been here for 9years,,now what?  Guess they found their answer.

  Business response

  12/31/2024

  Ms.*****,
  
  Were surprised to see your rejection after your husbands discussion with the property manager last week, where they came to a mutual understanding and agreement with your move out. Please note, there are no sides to be taken. We addressed the complaints as we received them and have handled them accordingly.
  
  As weve given you additional time to move out per your request, were unclear what youre referring to regarding additional money? As previously mentioned,should you find a new home before March 31, 2025, please notify the office and they will further assist you.
  
  Thank you,
  Case & Associates Properties, Inc. 
  

  Customer response

  01/01/2025

  Before I make an informed decision I  believe it ss very important to understand where we are coming from. When all of this happened,I had made a complaint to the front office.  It was stated *** e that perhaps I was wrong and and perhaps it was the apartment to our right.  Well that one is down the hall,I said to her that  it does not  explain why it is directly a  right over my head. 

  A day later it began again, all day long.  My husband called front office, he spoke with ****. As my husband was speaking with him new tenant was pounding and slamming per her usual.  **** stated he had spoken with her and we should be good.  Not, It never got good or any better.  

  We had so many problems, the office suggested we call the ******** police department. They (police) told us they could not do anything as it was the property mangers job to do so.  Kinda funny as the office said it was the police departments job. Officers on the first call told my husband he was a liar, I know this because I made myself present.  The officers had already made up their mind about the goings on.  They informed my husband they believed the tenant upstairs.  I had had enough by now. 

  The following evening, tenant upstairs tenant decided to be herself again.  My husband called the apd.  Again, this time the officer came into our home and heard all that was going on upstairs @ 11:30pm .He went up there nothing changed after that she kept going on and  on and on and on. 

  We on the following morning were served with 30 day evection notice.  My husband called the office and spoke with property manager *****. Office manager told my husband to shut up and he was lucky he wasn't served a 3 day notice instead of a 30 day notice.  Really for what, what did we do to deserve this  blatant harassment

  We have for over a year been victims of this property manager  to decide what is what. Unless you lived it you would never understand the torment.   When we moved to ******** 9 years ago,I was so happy.  Our children are grown and doing their own thing. This is our time to enjoy each other, to love each other and be happy. This past year has gave us nothing but victimization.  I use these words as my husband who s 71 years old ,a retired Marine,a wonderful man was intimidated, harassed and made to feel like some kind of criminal from the property manager *****. 

  I as his for 32 years could no longer watch and see this type of abuse to my husband I dont believe that any spouse could sit back and simply watch this blatant victimization.  I am his wife and know that yes,we are getting older it never meant that we accept or condone abuse of power from a property manager. She should never have threatened  my husband with a quicker faster non compliant evection. There were no grounds for all of this.  We asked for the upstairs apartment which would have been hard on us but less stress only to be told its gonna cost you more.  9 years here,I used to love it so much.  When we came here ******* was the manager was here. She interacted with tenants and thought of fun things to do,,when we lost her,,,,so did the complex.

  Customer response

  01/05/2025

  We have been in torment for the last few years in these apartments.  I had no idea just how actually bad it was until I retired and got to see more of what is going on here. 

  The fact that the staff in the  office has constantly treated my husband lie a criminal is absurd.  We are older persons and if that is how these apartments choose to treat the elderly  that is also absurd. 

  9 years we could add that money if yu like but i dont think itd rocket science to figure out how much money we paid case associates to be treated like ****.

  Customer response

  01/11/2025

  First of all my husband never made any decisions.  He was intimidated and disrespected called a liar and told to shut up.  So the nasty tenant that made false statements to this office and the police seemingly walks away undamaged.  Let me tell how my week went. Never mind, the fact that I had to scramble to get the h*** out of these apartments was enough for me, and I am so blessed that I did. I suppose nasty girl upstairs did me a big favor I got a beautiful house.  Now the problem you have is the upstairs tenant who will never comply as she is one of the entitled youth, just be a bully you will get what you want, sounds like her and chase ******************** are a perfect fit they are both bullies and they will never  win the life game that way, but it is what they choose to be.  I am moving out, I will never give anyone i know or care about this apartments  name as I soon hope to forget it.  At least one full year of h*** is enough for me.  Maybe they should tell people they don't want tenants there for 9 years that never are late on rent, They want trash and that is what the Winchester apartments turned out to be. There s nothing luxurious about this place.  No one I know will get  a hey go over there, these are great, never but I will laugh and happily steer them somewhere else.

  I am happy to say at least my husband didn't get a heart attack over this because we would be having another conversation with an attorney.  We are almost out of the apartment nightmare, They need to check their staffs attitude, They are dealing with real people and these real people don't care about all your numbers on paper. oh hey I guess you can rase the rent up there like everyone elses ,that was your whole point right?

  Customer response

  01/20/2025

  nothing said nor done will ever change how I feel about ***** and Associates.  I ***** that the elderly are treated with such disdain, guess some of the younger ones forgot where  they came from.  Hope they dont run into our experience,,hmmmmm,,,but they will and they just need to remember what they did to 2 hapless elderly people.  Were done,they can have themselves

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They're charging me $1250 for cleaning and have not sent me anything to break down the charges.

  Business response

  11/19/2024

  Dear Mrs. ************************** you for reaching out and sharing your concerns regarding the cleaning fees and your experience at Villas at Aspen Park. We take all complaints seriously and aim to address them in a fair and transparent manner.
  
           1.            Cleaning Fees/Carpet Charges
  The $1250 cleaning fee was assessed based on our move-out inspection, which documented areas requiring extensive cleaning to return the unit to its original condition as well as the life expectancy of the carpet which was new when you moved into the community.However, we have reviewed the photos and believe that the photos taken are accurate and justified but in good faith have credited your account $630.00
  
           2.            Credit Report:
  The charges were submitted to collections due to an outstanding balance. We will notify the collection agency of your new balance of $573.63.
  
           3.            Safety Concerns and Lease Termination:
  We take safety concerns very seriously, and our decision to release you from your lease reflects our commitment to tenant safety. We have investigated the break-in report but found no evidence implicating any staff members. If you have additional details, we encourage you to share them with us or local authorities so the matter can be thoroughly investigated.
  
  We deeply regret any inconvenience you experienced and are committed to resolving this matter as quickly as possible.
  
  Thank you for your patience, and please feel free to contact us directly with any questions.
  
  Thank you,
  Case & Associates Properties,Inc. 

  Customer response

  11/19/2024

  I am rejecting this response because:  The rent was paid in full before I vacated. The response I was given was for cleaning and carpet. I am not able to get an apartment due to the negative **** on my credit report. I want that re**** removed from my credit and the balance removed. I have proof the rent was paid in full. I should have a 0 balance. 

  Business response

  11/20/2024

  Hi Ms. ******************* apologize if theres been some confusion as to what is shown on your credit, and the reason it is there. After you vacated your unit, you were sent a final move-out statement detailing what you paid, and any new charges owed based on cleaning and final charges, to your forwarding address you provided when you gave notice. Ive attached the original move-out statement for your reference, again. To clarify, yes, your rent was paid. You can see this on the attached move-out statement.
  
  In your original BBB complaint,you mentioned being charged $1,250 in cleaning fees and receiving a bad **** on your credit. Because the cleaning charges, which included carpet damage,additional cleaning charges, water bill and final water bill werent paid to the property within 30 days of your move-out, that balance was sent to collections, and therefore affected your credit.
  
  To reiterate, although the carpet replacement charge and additional cleaning charges are accurate and justified,we will in good faith credit your final balance of $630. This leaves you with a balance of $573.63 owed and must be paid to *************************** Once you've submitted payment to *************************** they can provide you with a letter proving you've paid all balances and you can then provide the letter to the credit bureaus. 

  
  Thank you,
  Case & Associates Properties, Inc. 

  Customer response

  11/20/2024

  I am rejecting this response because:  You're saying I owed for the water bill right? We'll the water bill was included in the rent so how was the water bill not paid? And you also had 30 days to give me a breakdown of the charges which you never did. And about the maintenance man entering my apartment, you stated that you investigated that. How was that investigated? You asked him and he said no? Of course they're going to deny it. And on top of that the manager told me she had an idea of which maintenance man it was and then she took back what she said. Also, I'm not the only one who complained about someone entering because I was told that by the lady that filed the incident report. 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been living at **************** apartments for a few years. We have had multiple recently moved into a new apartment and the upstairs, neighbor. uses a portable washing machine he has flooded our apartment five times within the past six months management has not done anything about this and because of all the flooding there black mold growing in my bathroom, we have asked management to fix it. They have not we have multiple maintenance request please fix the issues, they have no reply. They simply just marked the request as complete. I am tired of pain for an apartment that is not maintained the way. It should be. They will not do anything about the man of stairs flooding my apartment and they will not do Anything about the black mold? Action is not taken I will be getting a lawyer we have records, screenshots, and photos and videos of all the issues

  Business response

  10/23/2024

  Hello *** ******,

   

  First, we truly apologize for the numerous issues she has had with leaks. We understand you met with our Supervisor and Maintenance Supervisor for ****************. We have identified the issue in the units, and the manager has contacted you regarding the transition to one of our other communities. Thank you for allowing us to assist you and again, we apologize for the issues you experienced. 

   

  Thank you, Case & Associates

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want to open a complaint to country hallow apartment because they are charging me one month's rent and a fine for not giving 30 day notice and that is not the case, my contract ended on August 30 and on July 15 I went to the office and I spoke directly with **** ***** who is the property manager and I notified them 45 days in advance that I was not going to renew the contract and that I was going to move out on August 25. I received a call from the office saying that I would stop by to renew the contract. because it was going to expire, I went to the office again and spoke with Ms. ****** I reminded her that I had gone in July to notify that I was leaving and she told me that she had seen me so indecisive that she did not give me the letter to sign. I was leaving the property and she made me sign it that day, giving August 25th as the notification day when I had already been moving since August 10th. She must have given me the letter to sign it on July 15th when I went to talk to her to I acted with malice and treachery because I didn't know I had to sign before leaving and now they are charging me $1727 I give to her keys to the apartment on August 29 and he threatened me saying that if I didn't pay they would report me to the credit and I wouldn't be able to rent any more apartments.

  Business response

  09/18/2024

  Mr. *****
  
  We apologize if you feel you were misinformed,however our lease states a 30-day written notice of intent to move out is to be completed. When you originally spoke to the property manager in July, you did not confirm you were intending to move out when your lease expired although the manager did explain the written notice to vacate process.  On August ******** when you spoke to the manager again you stated that you forgot that you had to do the 30-day written notice.
  
  Your $1,727 balance does include the 26 prorate days of August rent for $808, however the remaining charges are for water bills, cleaning, repairs to sheetrock and replacement of carpet.
  
  Thank you, Case & Associates Properties, Inc. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint against Villas of Waterford regarding an unfair $300 damage fee charged for carpet stains in the unit we recently vacated. My boyfriend and I lived in unit 1712 and moved out and turned keys in on June 19th.Upon vacating, we took several steps to ensure the carpet was in excellent condition, including shampooing it thoroughly. Despite our efforts, the apartment management sent us pictures of carpet stains found underneath the carpet, which were not visible to us during our occupancy or upon our move-out inspection. We believe these stains were pre-existing, potentially present before we moved into the unit.During our tenancy, we paid $497 in pet-related fees and $60 per month in pet rent. We understand that the lease states these fees do not limit our liability for damages; however, we feel it is unreasonable to be charged for pre-existing stains because what exactly are we paying these Fees for?!Here are additional details:We paid the total balance owed, including the disputed $300 fee, to prevent it from impacting our credit.The lease includes a pet addendum stating our liability, but the amount paid for pet fees should reasonably cover minor wear and tear.We request a review of this charge and a refund of the $300 damage fee. We believe it is unfair to hold us liable for conditions that were not disclosed at the time of move-in and were not visible upon our departure.Attached are:Photos of the carpet taken during moving out.Correspondence with the apartment management.Our lease agreement, including the pet addendum.We hope the BBB can assist us in resolving this matter fairly.Desired Resolution:A refund of the $300 damage fee for carpet stains that we believe were pre-existing.Thank you for your attention to this matter.Sincerely,*********************** & ***************************** ************

  Business response

  07/23/2024

  Hello ************,
  
  Thank you for bringing your concerns to our attention. Weve reviewed your account and all the charges mentioned. The carpet at your move-in in September 2023 was only 4 months old, and the previous resident did not have pets. The carpet was cleaned before your move-in. At your move out the carpet had to be replaced due to heavy urine odors, and the pictures they provided were to show the stains underneath, which were the cause of the smell. The total carpet replacement was $966; however, the manager took into consideration the fees paid and depreciated the charge of the carpet replacement to $300. We will not refund the carpet replacement charge.
  
  Thank you,
  Case & Associates Properties, Inc. 

  Customer response

  07/23/2024

  I am rejecting this response because:   
  

   I must express my continued disagreement with the charges and the reasoning provided.
  While you mentioned that the carpet was only 4 months old at our move-in in September 2023, and that the previous resident did not have pets, there is no concrete evidence presented to support this claim. Additionally, there is no proof that the stains and odors found underneath the carpet were caused by our pets. It is not standard practice to lift the carpet during routine inspections, so it remains unclear how the stains were determined to be new or caused by our occupancy.
  We diligently maintained the unit and ensured the carpet was thoroughly cleaned before our departure. Given that we paid a significant amount in pet fees ($497 initially and $60 monthly), it is reasonable to expect these fees to cover potential minor damages, especially since no issues were noted in the visible portions of the carpet.
  The decision to replace the entire carpet at a cost of $966 seems excessive, and it is unclear why a more cost-effective solution was not considered. The depreciated charge of $300 still seems unjustified given the circumstances and the lack of clear evidence tying the damage directly to us.
  We respectfully request a more detailed explanation of the assessment process and reconsideration of the charge. We believe a fair resolution would take into account the ambiguity of the stains' origins and the substantial fees we already paid for pet-related concerns.
  Thank you for your understanding and consideration.

  
  Sincerely,
  ************
  
  

  Business response

  07/24/2024

  ************,
  
  We understand there is still a disagreement regarding the charge. When you moved-in, you had the opportunity to report any damage or issues with your unit on your Move-In Condition Form, but we did not receive any such information from you at that time.
  
  As agreed, per your signed lease, you are responsible for damage caused by your pets during your residency, which includes but is not limited to carpet replacement.  Based on the damage and stains upon your move-out, as documented in photos, the depreciated carpet replacement charge will remain as stated.
  
  Weve attached the invoice for the 4-month-old carpet at move-in, as well as the invoice for the carpet replacement at your move out for your reference.
  
  Thank you,
  Case &Associates Properties, Inc. 

  Business response

  07/24/2024

  We need to include the two attachments to our response. 

  Customer response

  07/24/2024

  I am rejecting this response because:   
  

  Thank you for providing the invoices for the new carpet installation. However, this does not address our primary concerns regarding the origins of the stains and the justification for the charge.
  While the invoices show the purchase and installation costs of new carpet, they do not serve as concrete evidence that the stains and odors were caused by us or our pets. The following points remain unaddressed:
  Stains and Odors: There is no proof that the stains and odors found underneath the carpet were not present before our tenancy. It is not standard practice to lift carpets during routine inspections, so the stains could have been caused by previous tenants.
  Carpet Age: Although you mentioned that the carpet was only 4 months old when we moved in, we have no documentation to verify this claim. Without concrete evidence, it is impossible to confirm the actual condition of the carpet at our move-in.
  Reason for Carpet Lifting: It remains unclear why the carpet was lifted after our move-out, especially since we shampooed it and left it in good visible condition. This action seems unusual and raises questions about the standard procedures followed.
  Use of Pet Fees: We paid substantial pet fees totaling $497 initially and $60 per month, which should reasonably cover potential minor damages. It is still unclear what these fees were specifically allocated for if not for addressing issues like minor carpet stains.
  Cost of Replacement: The invoices provided show the total cost of carpet replacement at $1,011.92, including materials and installation. We acknowledge the decision to depreciate the charge to $300; however, we believe this cost is still excessive given the circumstances. A more cost-effective solution should have been considered, especially given the significant pet fees we already paid.
  We request a more thorough review of our case and a fair resolution that takes into account the ambiguity of the stains' origins and the significant fees we paid. We believe it is unjust to hold us responsible for damages that we did not clearly cause.
  Thank you for your understanding and reconsideration.
  Sincerely,
  ************
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are writing to formally lodge a complaint regarding ongoing issues at Watercress Apartments. Due to recurring issues and the management's disagreeable approach, we find it necessary to escalate these concerns. We have lived in the apartment for four months and the air conditioning unit in our apartment has malfunctioned four times causing significant discomfort and disruption, particularly during peak summer temperatures. The frequent breakdowns of the air conditioning system have necessitated multiple maintenance visits during working hours, disrupting our schedules and productivity. Additionally, a week ago a recent water leakage from the malfunctioning air conditioner necessitated the removal of the carpet in our master bedroom. We have yet to hear from management regarding when our carpet will be fixed or replaced. With the frequent malfunctioning of the air conditioning, management has also been accusatory and argumentative with us. While our inquiries were addressed promptly, management unjustly attributed issues with the air conditioning unit to us and were also told that our thermostat setting was "too cold". *Note the temperature was in normal range and we are the ones paying for the energy bill not management. Also, there was not a specific temperature that the air conditioner should be set on stated anywhere in the contract we signed but management is "telling" us what it should be set to. Due to the malfunctioning air conditioner, lapse of timely repair of the carpet, and accusatory nature of the management staff, we have felt uncomfortable and disregarded at **********. As paying tenants, we feel undervalued and exhausted of the multiple inconveniences this has caused us. Therefore, we have made the decision to terminate our lease early which is causing us the financial strain of paying the early termination fee. We are extremely disappointed in the Watercress Apartments and how our living situation has been the past months.

  Business response

  07/23/2024

  Hello ****************,
  
  Thank you for bringing your concerns to our attention. Weve reviewed your account and all concerns regarding youre A/C. Our records indicate that maintenance has been quick to respond to all calls and has resolved issues in a timely manner. We did, however, have a miscommunication internally regarding the carpet being pulled from the condensation leak, and we sincerely apologize.We understand this is frustrating and to help right the wrong, we will waive your termination fees at move-out. Your manager has been made aware, so please contact her directly with any questions. We appreciate your residency thus far and wish you the best in the future.
  
  Thank you,
  Case & Associates Properties, Inc. 

  Customer response

  07/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this apartment complex back in October of 2023. No one from the office brought me to this unit to inspect it prior to moving in and I am slowly seeing why that was the case. The nature of this complaint is in reference to a leaky air conditioning unit that I have submitted numerous maintenance requests for since January or February of 2024 and the issue is still not resolved as of June 2024. It is located directly above my bathtub and the leaks drip simultaneously from the unit and the vent fan. I spoke with the property manager ****** about a month or so explaining my frustrations with the leaks, the potential for mold to grow because of the moisture from the leaks, my upper respiratory issues, and the lack of expertise and urgency on behalf of the staff to actually fix the problem. ****** assured me that it would be fixed and I thought that it had been resolved until I noticed the same area that I reported previously was leaking through their paint job this evening. I am extremely angry because maintenance covered up the issue instead of fixing it for good. I refuse to endure this for another six months. This is a major violation of my rights as a renter per our lease agreement. It seems as if the complex is trying to cut costs at the expense of my wellbeing and health by avoiding to replace my leaky air conditioning unit. I'm concerned about the water that trapped behind the drywall being a potential breeding ground for mold. I cannot afford to break my lease so if this is an issue for ******, then arrangements need to be made for me to move into an entirely different unit immediately. This is totally unacceptable!

  Business response

  06/12/2024

  Hello ****************,
  
  Thanks for reaching out. We are very sorry to hear youve experienced issues with a leak. We contacted the property to discuss the issues at hand, and were happy to report the leak has been resolved. We understand the bathroom ceiling is still pending final repairs, and the manager has scheduled for this to be completed within 3 business days. Again, we apologize and understand the frustration.
  
  While the leak has been fixed, we cannot guarantee that another leak wont happen or another maintenance issue wont arise, as those can happen at any time. To accommodate your request, you can provide the property with a 30-day written notice, and they will not charge you a termination fee to move off property. Please contact the office with your decision, so they can ensure all proper paperwork is completed, and that your notice is properly received.  They will discuss all details with you regarding move-out and final charges.
  
  Thank you,
  Case &Associates Properties, Inc. 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 5/2/2024-5/3/2024 ***************** Moving into Apartment on 5/6/2024. Background: I am a current active duty naval officer on orders not in the continental U.S. My fianc and I recently moved to *************, **. Issue: Mission Point apartment complex showed my fianc move-in ready apartments. The only apartments requested to be shown were move-in. Leasing agent notified us best apartment available, with earliest move-in being Monday, May 6th. Apartment was shown on Thursday, May 02. ***** was sent to me, with a move in date of Monday, May 6th, 2024. For clarification, we did not request a move in on that date. Leasing agent set the date for move in and put the date in the lease (which is attached in the formal complaint). ***** was signed by myself On Friday, May 03. Movers were scheduled for move-in date Monday, May 03, as was storage delivery of our household goods. On Saturday, May 03, I received two voicemails notifying me to call Mission Point apartments. They were aware I was active duty, not available. I received permission from my Chain of Command to deal with this issue. Upon speaking, the leasing agent notified me the apartment would not be available. I notified her that movers and household goods drop off had already been scheduled. Without a doubt, beyond defensive, unapologetic, and verbally accusatory towards my fianc and myself. Leasing agent notified us of these points below:1) It was our fault, not the apartment's, that this issue was happening - after all, we had signed the lease late. - Lease was signed and delivered the same day it was sent. 2) There's nothing she can do about rescheduling the movers and the household goods drop off and the apartment wouldn't be ready until a later date - Wednesday, May 8th, 2024. A new lease was sent to my email on Saturday, May 4th, 2024. No explanation provided why until I returned the phone call.Would like to provide more info, no characters remain.

  Business response

  05/29/2024

  Thank you for bringing this matter to our attention. We strive to provide excellent customer service and would like to apologize for any inconvenience this may have caused. We understand how frustrating this situation must have been for you while on deployment.  While we are sorry to hear of your negative experience we do appreciate your feedback and will continue to work on improving our customer experience.  Please let us know if we can be of any further assistance at this time.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I applied and got approved for a 2 bedroom 2 bathroom lease with Villas at Aspen Park. I paid a total of 460 for application/admin/deposit fees. As time got closer to my move in date, I made ******* aware that I wanted to cancel my application and receive my refund for the deposit and admin fees. I was aware the application fee was non refundable. I was not aware as it was never said or explained to me that the deposit and admin fee were non refundable. As they usually are, and again there was not type of expectation set that those fees were non refundable. As Im speaking to ******* and making my request known, she proceeds to interrupt with me with condescending remarks and kept telling me Im not getting my deposit back. ******* proceeded to make the conversation hostile, even as I asked to speak with someone else higher than her. She placed me mute without any warning and never came back to the call. She was extremely unprofessional, and showed no empathy or even try to. ******* should not be able to hold her position if this is how she handles potential residents and people in general. I also asked where my deposit would be going since Im not moving in and she got even more upset. I would just like to receive my refund for deposit and admin fees, especially with the hardened economy, I need all my funds. Thats all Im asking for. No one wants to go to court for this matter, but I am willing to do so in this case.

  Business response

  04/23/2024

  Hello ***********************,
  
  First,we want to apologize for the issues you experienced with the onsite team. The Supervisor is aware of your concerns and will review and address them internally. Second, we understand youve spoken with the manager of Villas at Aspen Park, and shes informed you that although our Rental Application Criteria explains our cancellation policy, she will, in good faith, refund your full deposit, redecoration fee, plus administration fee totaling $400. The application fee charge of $60 will remain as you were processed for approval.
  
  Thank you, and we wish you the best.
  
  Case & Associates Properties, Inc. 

  Customer response

  04/28/2024

  I have reviewed the business response and accept this resolution. Currently still waiting on mailed check for amount of ****** as promised. 

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