Complaints

• Initial Complaint

  10/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello I contacted this property management in regards a rental unit they had up for rent on their website ( property address: ************************ Lancaster PA ********). I completed the application and submitted all required documentation by 10/17/23. The result was I was approved for the property and I was told by the leasing agent ( ***********************) ************ **************** that we needed to provide a SECURITY DEPOSIT of $1,800 by Friday 10/20/23 in order to move in the rental unit ( the form of payment could only be a cashiers check or money order). I went to my bank and obtained a cashiers check and went to Lancaster office to drop off the cashiers check, I then contact ***** to advise that I had deposited check, was advised she will contact me following week with details. Unfortunetly I had a family emergency during the weekend and I contacted ***** to advise I could not proceed with the signing of the lease per which she then advised that my SECURITY DEPOSIT was not refundable. She then advised that security deposits are NOT refundable and I will forfeit amount of $1,800 should I choose not to proceed with signing the lease then advised that is completely illegal as I know my tenant rights, no lease or contract as been signed and therefore a security deposit also Is refundable and it needs to be deposited in escrow account throughout the duration of a tenants leasing term ( SOMETHING I DONT HAVE because once again NO LEASE OR CONTRACT AS BEEN SIGNED). I was fully aware that the application fee is not refundable which is expected however this property management company is refusing to provide my security's deposit and are using intimidating tactics to keep a security deposit that is considered unlawful. Iv'e tried communicating and reasoning with the company to obtain my deposit back for which they are ignoring my calls, and my requests.I also want to advise that during my application process leasing agent did not mention anything about the forfeit of deposit.

  Business response

  11/15/2023

  To whom it may concern:
  

  The applicant submitted his application and was approved and he provided us with a deposit. As per his application any deposit paid is forfeited should he choose to not complete the lease signing process. I have attached a copy of his signed application which specifically explains that to him.

  Along with my response please note the response from the property manager:

  Re: BBB Complaint
  *********************** Thu, Nov 9, 3:39?PM (6 days ago)
  The response to this complaint is very simple, cut and dry. This gentleman applied for one of our rental units. He acknowledged that he would forfeit his security deposit, should he not follow through with the lease signing process.

  Regards,
  

  *****************************

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/23/2023 I submitted an online application for an apartment. I was informed by American Heritage Property Management that it was filled out incorrectly and could not be processed as is. I was charged $45.00 anyway. I am seeking a refund for that amount.

  Business response

  04/10/2023

  We are unable to locate a rental application based on your first and last name.  Did you apply under another name possibly?

  *****************************

  General Manager

  Customer response

  04/11/2023

  My Mother *********************, agreed to be the cosigner for the application. I filled it out with her information as the cosigner and mine as the tenant. I’m new to applying for apartments and didn’t realize that wasn’t how it was supposed to be filled out. I contacted property management agency for clarification and the woman was very rude to me. I don’t want to do business with someone who talks to me like this. And why is there a processing fee charged on an application that cannot be processed as is?  
  Business

  Business response

  04/25/2023

  Based on the initial complaint this person did not personally apply with our company.  We could not locate his application.  However, in his response to this complaint he indicated his mother ***************** submitted a rental application which was processed and approved. 

  Our application fee once submitted is not refunded.  ***This application was full processed along with background checks, therefore the fee will not be refunded.***  I also do not know who he is referring to as being rude in his initial conversation when he requested a refund.  I apologize if you had a bad experience with that person. 

  The company policy remains in effect and we can not issue a refund since the application was processed fully.

  Regards,

  *****************************

  General Manager

  Customer response

  04/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I'm the one who submitted the application and I am the one whos bank account got charged. My mother only agreed to be a co-signer and I filled out the application with her information and mine. It was brought to my attention that it was not possible to process it as is.  And I would therefore like to know what I am being charged for. 
  

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

  Business response

  04/26/2023

  You may have paid an application fee of $45 for ***************** (listed as a ********** and her application was processed on 3/22/23.  You submitted your license and a paystub as an attachment with her application BUT the information that was entered was for ***************** (DOB ****) only.

  Your application was never submitted.  You only submitted a request on an inquiry 3/21/23 for the rental property at ********************* via on our website.  (You can confirm that your credit and background check was not pulled with your credit reporting agency).  The information we have on our end does not have any of your personal information to run an application and no application fee attached to that inquiry.

  Respectfully, the application was processed and the fee will not be refunded.  Our policy is clear that no refunds are granted on applications once submitted and processed.

  Thank you,

  *****************************

  General Manager

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted a rental application with a $45 fee. Property management has not attempted to help me find a rental and will not respond to my texts, phone calls or emails. Very poor business management

  Business response

  03/26/2023

  I reviewed your complaint and attached is the text message history regarding the status of your application.  Please review the attached text history between ******** & the team in the York Office regarding the application process along with a showing that was scheduled to see on Saturday, March 25.  Also, our application is non refundable and it was processed as quickly as possible pending the requested documentation of income, etc.  We do not see any issue with the process and communication between our staff and this customer.  

  Regards,

  *****************************

  General Manager

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the property manager to say that I would be moving out of the rental property for personal reasons. It took weeks to get a response and when I finally did get a response I was told the current property manager was too busy to reply. My email included the details of my leaving, concerns for the tenant upstairs that included child care concerns, property damage concerns, drug abuse and concerns for my safety while living there that included pictures so that it was documented that I was not the party at fault. I had also contacted the maintenance department months earlier regarding an issue caused by the upstairs tenant and it was never resolved. The response sent from the property manager was that she could not help me with any of those concerns since it was not reported immediately. My concerns were reported immediately and as far as certain concerns with the upstairs tenant that would otherwise be considered a personal matter, I am a single woman living alone and can fend for myself, however in the certain circumstances that I experienced while living there I was given no support and was afraid of retaliation when I needed to continue living there. It took weeks for further communication to be sent from the property manager and I was forced to pay 2 months rent even when the lease was no longer valid and was only month to month and I was not longer living there putting me in a financial hardship. A walk through was completed with the property manager and I sent final pictures after a third cleaning of the apartment I no longer lived in was completed and I was never given a response back. I now received a letter stating they are holding my security deposit and am being charged a late file fee when again, I am no longer residing at the residence, the keys were handed in, and no communication with the property manager has been heard of. I am beyond upset with how I have been treated and what I am and have been forced to pay.

  Business response

  04/03/2023

  **************** submitted her sixty day notice to vacate on January 10, 2023.  She emailed ******* on the 11th in which ******* responded and I also emailed her on the 17th notifying her of the lease obligations.  Attached you will find a copy of the Move out  date requested from **************** on 1/10/23 along with a copy of the Exit letter dated 1/14/23 outlining the tenant responsibilities dated per the lease (see attached #1, 1A. 1B)
  
  **************** was communicated with regarding the responsibilities and I have attached several emails of the correspondence (see attached #2, #3, #4, #5).  *************** was responsible for the Rent per the terms of the lease and as also noted in the Exit Letter.  I have attached a copy of the ledger showing March was not paid and I have also attached a copy of the Security Deposit Disposition letter ( see attached #6. #7)
  
  I have also attached a copy of the check from **************** for the unpaid balance of $125.00 recently received.
  
  If you have any questions, please feel free to contact me. 
  
  Thank you, 
  
  ******************************

  Senior Property Manager
  American Heritage Property Management
  2801 N. George St. Suite B, York, PA  17406
  (877) 931-RENT - Ext. ***
  DD # ************** Fax # **************
  ************
  Mon - Fri 8:30a - 4:30p
  
  If at any time you feel that I am not providing you with the exceptional service you deserve, please contact my supervisor, ***************************** at ******************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in 2020 I decided to rent a home from American Heritage with two roommates. While we moved in the carpet was dirty In the downstairs living area. We were told this was okay and would not be put on us. Well when we moved out our then Property Manager *************************** made us pay for it. After refusing there was a collection put on our credit. The total amount was for $866.27 which was paid 11/29/22 in full. This payment was accepted by ***************************** located in Harrisburg, Pa. This debt had to be paid before I moved into another property on 1/6/23. I sent confirmation to *********************** that I did that. After she confirmed we went on with moving in process. While living here I've dealt with noisy neighbors, a ceiling leak, broken smoke detectors, discolored water & a possible illegal towing. I complained to ** about the noise and she told me there was nothing she could do about it or that I was welcome to vacate the property. In the midst of this all I had a second vehicle that I had not yet added onto my lease. This vehicle was towed due to violation of lease agreement I have asked ** and her manager ***************************** how this was a violation. I have yet to be told how this was. I feel as though this might have been retaliation as ** had someone come in from the towing company while they were off the clock to tow the car. Please consider at this time that she wasn't answering my emails. Now that *** said something to both ************ they're claiming I am threatening the neighbors upstairs. I placed a note on their door on 2/16/23 after ** suggested I call the local police department to file a noise complaint. However if the neighbors felt threatened by me then why would they come knock on my door twice? This was the following day, however I am putting in my notice of vacate. I do not want to pay for the towing of the car as it was $310 and Im still not understanding how it was a violation of my lease. The vehicle was not parked for 3 days.

  Business response

  04/03/2023

  March 31, 2023 
  *** ******* signed a lease agreement for the apartment located at **** * ****** ****, Mountville, PA ***** on January 1, 2023. 
  On March 16, 2023, I received a call from our tenant in the next building where there is an adjoining parking lot, located at **** * ****** ****, Mountville, PA. 
  The tenant made me aware that a black ***** ******, sedan, with a Florida license plate, had been parked in the rear of **** ****** ****, Mountville, PA. She indicated that the car had been there for a few days. 
  She also stated that the car was missing a rear bumper, broken tail light and had large dents on the doors. Upon my inspection I verified that the vehicle was not assigned to any of the tenants in either building. 
  *** ******* did not contact me to inform me that she had parked another vehicle on the private parking lot. 
  *** ******* was in direct violation of the lease agreement that she signed with American Heritage Property Management. 
  Please see section number 28. Parking, of the signed lease agreement. 
  Any vehicle that is not in compliance, acceptable condition, currently inspected or registered, will be removed from the private parking lot without prior notification. 
  The towing signs posted on the property specifically state unauthorized vehicles will be towed from the property. The lease specifically states that only one parking space is provided. 
  In response to the complaint of noisy neighbors, upon investigation of this said claim, we have found the claim to be bogus. 
  
  

  Customer response

  04/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  The vehicle in question was not parked for more than three nights as stated on the lease I am allowed to have a guest vehicle no more than three nights. Also this report was made by a neighbor who stated that the vehicle was there for many days when the vehicle was parked on a Tuesday night after 6pm and towed on that Thursday at 3:30pm. This was not a time frame of 3 days and as far as the noise complaint it is in fact not bogus. ***** hasn't heard the noise nor has she been in the apartment since the neighbors took over the apartment. Therefore how would she know how loud the neighbors are being, I stated that it was loud constant stomping I never said that it was a domestic matter as I clarified that multiple times. I've had  guest over since then and they always ask why are the neighbors above me stomping. I have proof of how loud the neighbors are and to say that they feel threatened by my approach is ridiculous. I am trying to be made out as the bad guy, the people above me came to my door twice after leaving a note on the door asking them to be conscientious of the stomping.  If they felt threatened by me then I am not sure why the would come and knock on my door? Whenever I asked about why the car was towed I was simply ignored not only by ***** but ******* as well and when I decided to break my lease ***** accused me of not paying a debt that I owed of $866.27. I paid this back in November 29th of 2022 in order for me to be considered for the home I am currently in.  This company has just been money hungry, unprofessional and lousy with communication. The towing sign in the parking lot also wasn't placed until after this incident and ***** is trying to make it seem as if it was already there when it in fact was not. 
  

   

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

  Business response

  04/06/2023

  We have responded to her initial complaint regarding the fee for towing an unauthorize car.  In our initial notice we provided a copy of the lease along with a breakdown of the explanation of event leading to the tenant requesting to vacate.  We have acknowledged her request to vacate.  As for the towing fee that will not be refunded and is the owners of the vehicle in question, responsibility to pay.  Please refer to your lease, page 6 line 28 clearly states the parking policy. 

  With regards of her balance paid for a previous rental with AHPM.  Should she have an issue with her credit report not showing correct information or reporting payment, you will need to reach out to the collection agency directly to dispute that at ************.  AHPM can not correct the credit date since they are hired to act on our behalf once the account is forwarded to collections.

  *****************************

  General Manager

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out of the property in November of 2022. I received an statement three months later listing bogus charges. I believe the intention was only to withhold my security deposit of $1,149.00. I am requesting a minimum of half of my deposit returned to me. There is No way I am being charged for a new oven when it was as is for 3 years! It became very clear that nothing was updated, maintained, or cleaned for a new tenant. I will not be responsible for the owners apparent “upgrades”. Not including the basement cleanup, that property was left in better condition then I found it. Not to mention me having to bomb 3 times due to the roach infestation. Below is the list of major inconveniences I had to endure while at your property and CONTINUED to complain about. All of which I have videos, emails and photos to support these claims. To be clear, nothing in that home was prepared for a new tenant. Roach infestation at move in - [ ] Could not move in even after signing a lease - [ ] Multiple bombs Major wasp issue - [ ] Advised you did not handle wasp issues - [ ] Finally came and sprayed in late 2022 (moved in Feb 2020) My own Carpet cleaning PRIOR TO MOVING IN. Ceiling collapsed MULTIPLE TIMES - [ ] Went months with a hole in my ceiling (over the oven) - [ ] Ceiling falling on oven MULTIPLE times Oven door in wear and tear condition - [ ] ONE screw needed replaced (NOT $500 worth) MULTIPLE clogged drains - [ ] Water leaked into my kitchen from bathroom - [ ] Took multiple maintenance request to get fixed Black Mold in basement - [ ] Continuously flooded Knee high grass PRIOR to move in - [ ] Rushed to get a lawn mower Continuously ignored/late response by property manager ***** *** In conclusion, I owe nothing to this property management group. However, I am owed at least half of my security deposit back to me. It is the least this company can do to compensate for all the emotional and financial distress I have succumb to. The reviews online say a lot.

  Business response

  03/03/2023

  Good day,  Your complaint was reviewed with the property manager.  Thank you ***************************** General Manager

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

  Per our Property Manager the this is a property which the owner does and/or directs any and all maintenance to be done. 

  
  Plus listing clearly states she needed to do the grass. 
  She never complained about any infestation or brought it to our attention.
  She also never said anything about mold in basement or any floods.
  Owner did finally spray about wasps.
  Oven had to be replaced.
  This was also a problem tenant-filed on a few times for non payment of rent.
  Pictures, lease, notice of deposit disposition, moveout inspection also attached.

  Customer response

  03/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  oven DID not need replaced due to tenant neglect. Oven was in perfect condition when tenant vacated the property.
  Court Documents were filed for late payment which I was also in communication with property management.

  i did complain about mold and flooding, If you could check the list of maintenance request you could see.

  attached again, is the email about me advising the home was roach infested.

  yes, property advises tenant is responsible for lawn care. That was not the complaint. The complaint is that I was rushed to cut the grass once I could finally could move  in. Common courtesy of the property management would’ve been to provide a “first cut” prior to getting a new tenant. 

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

  Business response

  03/06/2023

  Please refer to our response submitted on March 3rd.  To reiterate upon review of your balance owed and damages at moveout. Your account is still showing a balance of $1,374.  We also provided you with a copy of the final ledger that includes the breakdown of your balance. 

  At this time we are not going to remove any charges nor will we refund a partial deposit to you based on your claims.  Our photos, lease along with the **** Agency requesting funds back for payment of rent that they sent on your behalf are all legitimate reasons to withhold your deposit.  Since the account has been closed since December 2022 and no attempts have been made to pay your balance in full.  Your account was already forwarded to our collections agency.  Please reach out to them if you intend on paying your account in full.

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

  General Manager

  Customer response

  03/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:This complaint is clearly being reviewed by someone who knows nothing about my account. This property management group only cares about the money no matter the lies and illegitimate receipts. My account has been paid in full. The balance due that was listed on the statement is $124.00 which advised would be sent to collections if not paid within 15 days. I however did not receive the statement until over 30 days later. Just because the **** program paid my balance does not justify your company withholding my full deposit. My balance when I left the property was $248.00 which WAS paid from my security deposit as well. Attached is the copy of the statement I received and the copy of my balance left on the account before I was locked out. I will review with my credit company to dispute that as well and any further legal action to get my $500.00 refunded to me.
  
  Regards,
  
  ****** *****
  

  Business response

  03/07/2023

  As the General Manager I have reviewed your complaint and reviewed it with the Property Manager who handled this matter.  All charges will remain on the account.

  *****************************, General Manager of American Heritage Property Management.

  Customer response

  03/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: insufficient review with property management who is well aware of the level of incompetence she has displayed. I will move forward accordingly in order to get what is owed to me. Thanks 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  10/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Whenever I call for maintenance, the orders are received by there aren't followed up.My rent was raised, and I was NEVER told about it. In fact, I hadn't gone to a tenant site, I never would have known about it, I received an email from the person who is supposedly helping me, and she never said anything.When I got a new landlord all I received was a letter stating they were the new landlord and NOTHING about the rent increase!!

  Business response

  11/08/2022

  AHPM took over management of this property in August 2022.  The owner of the property informed us the rent was $625.00 per month.  At the end of August ***************** submitted a work order in which I had ****** follow up to assure it had been addressed in order to close it in our system since the owner takes care of his own repairs.  After several days, ****************** replied to ****** at which time a follow up email was sent to the owner.  
  
  ****************** submitted two additional work orders which were sent to the owner.  The owner advised ****** that he would be going to the property to take care of the issues.  ****************** was notified each time of every update.  When ****** notified the tenant that it was received and assigned to the owner, she started to ask several questions about the rent being increased.  ****** was unable to answer her questions however explained that she would forward it to the PM.  
  
  I reached out to the owner and it took a few days to get back to me.  After a few days he advised the rent she was paying was $610.00 but he was looking to locate a lease.  As of this date I have not received a copy of the lease that was assigned but the tenants ledger will be corrected to reflect the rent credit and I will be contacting her about this matter. 
  
  ****************** was kept in communication regarding her questions and concerns.  
  
  Millie *. A************
  Senior Property Manager
  American Heritage Property Management
  2801 ****************************. Suite B, ****, **  17406
  
  (877) 931-RENT - Ext. ***
  DD # ************** Fax # **************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first rented from preferred reality for about 10 years until they sold out building to American heritage. We continued to live in our apartment like we have been month to month. We found a house in may 2022 and gave our move out notice June 22 2022. We are being charged 1155 for the month of august even tho we told them plenty of time ahead that we would be moved out by the end of July. We cleaned the apartment top to bottom( I took pictures of everything) minus the stuff that they refused to respond to our email about fixing windows leaking so on. Made sure it was clean we are now being charged 225 for clean since they are saying we left it dirty. They did not give us a list of thing they were keeping out security deposit for until today October 18 2022. So now we are bing charged 805 for cleaning and rent since they kept out security deposit of 575. That was deposited back in 2010.

  Business response

  11/07/2022

  We received the notice to vacate from the tenants on June 20, 2022 requesting a vacate date of July 31, 2022.  Per their lease the required notice is 60 days which ended on August 31, 2022.  At the time they vacated the premises it was not left clean and they received a charge of $225 for cleaning, rent for the month of August increased from $655 to $1,155.  The deposit held of $575 was applied to the balance leaving them with a balance due of $805.

  I have attached a copy of the renewal notice, notice of lease termination acknowledgment, tenant ledger, notice to vacate from the tenant requested via our ******** system, along with their email sent to us the same day that they submitted the complaint to the BBB. 

  As per our lease and the requirements they are responsible for the amount owed on the letter sent to them at the time they vacated.

  Thank you,

  Natalie R*************

  General Manager

  Customer response

  11/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:we never signed a new lease with American heritage. They gave us 15 day notice of a new lease and rent being raised. We got the new lease and rent raise in the middle of July after we told them we would be moving out We had a lease with preferred reality which we deposited the 575 in which should have been put in the bank to grow interest over 13 years of living at the residence wouldn't be the same as what we deposited. I have photos of how we left the apartment along with everything that was never fixed threw out the years. Our lease with preferred said if we were in a month to month lease we had to provide 30 day notice of termination of the lease. We gave over that. We have been trying to reach out to them and they will not return any emails or proof of what the apartment was supposedly left dirty and or a copy of the roof the cleaning bill. This is what we have had to deal with for 13 years between two company's they only reached out and returned calls when they wanted rent. 
  Regards,
  
  *********************
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 24th 2022 we had a electrical shortage. We had no ac, hot water,cooktop/oven, and only one light in the house on at a time. I contacted the property manager (penny f*********) at 9:00am. I called multiple times through out the day and no response until I heard from an in-house electrician. Speaking with the electrician he told me he would be out the following morning but the repair wouldn’t be done until the following Thursday. We did not hear a response from the property manager until the following Monday (6/27)2022.In response to him saying that we moved out as the conditions were unlivable and unsafe. The electrical system was a major fire hazard. Due to moving out there trying to say we owe julys rent as all our belongings were removed from the property. Addition to our rent there saying there 6,500$ in repairs needed. When asked for a list of repairs and prices from two bids the property manager refused. When we moved in we gave a 1,050 security deposit. 

  Business response

  08/07/2022

  To whom this may concern,

  I am unable to locate a tenant by the name of *************************** in our system. Nor find the address of **************************** Mount Joy. We can not respond to this complaint without accurate information.

  Thank you,

  Natalie R**********

  Regional Property Manager

  ************

  Business response

  08/10/2022

  Good afternoon I received this complaint and reviewed the details.  Per the tenants lease they are required to provide us with a 60 day notice to vacate. Based on her notice she would be required to pay rent until 7/31/22.  Please see the attached ledger, notice to vacate and key return from the tenant.  Also, per the property manager the repair bill is attached. The tenants made changes to the property without any permission and the charge has been added to repaint the property which the tenant did not have permission to paint while they occupied the property.  

  Thank you

  Natalie R********

  General Manager 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The night of 1/10/2022 I called AHPM after hours number to request emergency maintenance assistance as the key had broken off in the lock to my front door. The maintenance staff that returned my call informed me that I would have to call a locksmith for assistance as this was a lockout situation. I explained the key was broken off in the deadbolt lock and that I had not locked myself out. He said maintenance could not help, that I should call a locksmith & then follow up with AHPM office in the morning. The maintenance request I placed was cancelled by maintenance staff. I called a 24 hour locksmith to complete the work. The cost for the locksmith to drill the lock and install a replacement lockset was $625.40. I had submitted copies of receipts, a picture of the broken key and an explanation to what happened to AHPM via email the next day, 1/11/2022. There was one response sent on 1/13/022 from *************************** at AHPM that stated my situation was being reviewed with a manager. I have not heard anything since and still have not received a refund. I am requesting a refund for the $625.40 as I follow the instruction given by AHPM maintenance staff. This situation occurred around 10:00 PM and I had no other option but to call an emergency locksmith.

  Business response

  04/01/2022

  We have reviewed the complaint along with the work order notes in our system from our afterhours third party customer service provider.  Based on our findings we discovered that the third-party provider handed this matter incorrectly.  Therefore we will be sending a refund of $625.40 to **************** at her forwarding address provided to us at the time of vacating. 

  Customer response

  04/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

*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. ↩