Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am renting an apartment at ****** in **************, owned by Marathon Management. I have lived here less than a year, since December 2023.The utilities have more than doubled in recent months. In April 2024 my utilities came to $72. In July 2024, $193. The information listed on the utility statements are clearly NOT ACCURATE. In April, it shows 1376 gallons in sewage. That is simply not possible. I live here with my son, just two of us. We spend all day at school/work and use the toilet maybe 3-5 times a day. That cannot possibly add up to thousands of gallons. I contacted the building managers (Solace Apartments) MORE THAN THREE WEEKS AGO and asked for a correction on utility statements. They told me that my concerns have been forwarded to the Management Company (Marathon). Nobody has followed up, despite multiple emails, phone calls, and text messages. I am attaching April and September utility statements as reference. I am requesting that all the statements between January and September be analyzed and re-calculated. I am requesting reimbursement on overcharges.

  Customer response

  10/16/2024

  Hello, 
  
  I am following up with my complaint. today, I received a message from the management company, that they will be reimbursing me for $84. I consider this complaint to be resolved at this time. Please let me know how to proceed. 
  
  Ken Selden

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Moved into apartment managed by Marathon in June 2023. Roommate and I opted for parking garage (extra fee). Leasing agent set us up and we got stickers and fobs to use the garage. In November management said we had never had parking added to our account (mistake on the leasing agents part) and tried to charge Jun-Nov parking ($2400) on top of rent all at once. We contacted management multiple times asking to do a payment plan. They delayed answering emails and phone calls, eventually only tacked on the first $1000 to December rent. Same thing in ******** Tried contacting management multiple times with no response until the day before rent would be late. They tacked on the other $1000 for ******** By February, we would only have the extra $400 of the parking fees to pay. We were charged much more than that. On our rent portal, we added up the charges listed plus the extra $400, and it did not match what it claimed we owed. Emailed management and they tried to claim the extra money was a late fee from December rent. I sent back the receipt showing rent that month was paid on time and still wouldnt account for the mismatch in billing. I (and my roommate) have tried emailing, calling, and talking in person and have not heard anything of substance in answer to our problem. After sending all this and receipts to management, they have not offered solutions and have cornered us into paying more than we could, then charged us more than we owe. In total, Marathon has taken at least $600 more than we owe. I didnt want to pay the parking fee, but worked with the management company anyway to pay it back. The financial and emotional stress, plus the extra (and unexplained) charges now mean the only acceptable solution is to be refunded the extra paid in January and refunded the $2400 we owed in the first place as reparative measure.

  Business response

  03/13/2024

  We have provided the resident with the necessary documents and have applied adjustments that reflect a zero balance.  The resident has paid all back parking charges in full. 

  Customer response

  03/13/2024

   
  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

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Greetings,I took a tour of 878 Fremont St on July 14th at 11:08am. During my tour I was told that ***** was running a 4 week move in special by ********. She explained to me that it would be put on as a credit and I could apply the money however I wanted to each month. After I paid *********** and rent I looked in the rent portal and I did not see a credit. I let ******** know and she said it would probably take a month. The following month I did not see a credit and I mentioned it to her again. Then she came back and said that she doesn't remember telling me that I had a move in special. I told her that she did and told her about what she explained to me and she said okay she would reach out to the management office. then I was told it would take a few more months. Finally she came back and said that because I didn't have any proof that the management company wouldn't add it. I remembered that I had took a recording of the tour that I had sent to my little sister and I sent this to ********. She said she forwarded to the management office but now it is ******* and I still don't have my 4 week credit. I left a message for the management office on ******* 2nd and again today, ******* 12th. The only proof that I have is in a video of the apartment tour which is not an accepted format on this platform. Please let me know if there is an alternative way I can send the video.

  Business response

  02/06/2024

  Thank you for your messages.  We will contact you shortly to discuss resolution.  

  Customer response

  02/09/2024

   
  Complaint: 21138625
  
  I am rejecting this response because the business did not give a solution other than saying they would contact me. At this point and time I have not been contacted by anyone from the business. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am requesting the following:-Emailed questions answered.-Refunded for the undisclosed fees on my second utility statement, $13.32.-Assurance from Marathon that the undisclosed fees will no longer be billed to me as they are not a part of my rental agreement.-For my 1st and 2nd utility statements to be recalculated to show only my usage per my lease, with my account being credited for the overcharged amounts. (I was told by the property manager that all residents are charged for a percentage of the property's utility usage (sprinkler system, etc.), despite the rental agreement not saying this in violation of ORS ******.)-To be given Marathon's office hours so I can make an appointment to view, and make a copy, of the provider bill(s).I was reported for using ***** gallons of utilities on my 1st utility statement for 6/147/14, prorated for the 15-days I was a tenant. Not only is this amount high for a 2week period, but I was also moving in and still using the utilities at my old apartment.I was reported as using ***** gallons in July and ***** gallons in August. These amounts are not possible for a unit of my size, with one occupant, according to the ********************* (***) who said ***** gallons of water is typical for a 90day period in a unit of my size, with one occupant.I try to conserve water whenever possible as it is a finite resource and having spoken to the *** I know these amounts are not normal. I have taken screenshots of the resident portal usage history changing every day and would be happy to provide them if requested.Also, I am being charged for internet and meter reading fees which are not included in my rental agreement. Per ORS ****** tenants are to be informed of all fees/expenses at the start of their tenancy. I was not informed of the meter reading or internet fees, and after reaching out to Marathon I received a credit for the charges on my first utility statement, but my most recent (second) utility statement has the fees again.

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