Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My partner and I leased an apartment from The Waterford from November 2022 to September 2024. When **** to renew our lease we declined and submitted our paperwork to notify them we were terminating our lease. We filed the paperwork provided and returned it in the proper timeframe. We were then provided a notice to vacate letter with our prorate rent amount for the month of September, we would be moved out by September 14th. On August 28th we signed onto the companies online portal to pay our rent for the month of September but instead of the expected prorated rent amount we were charged the full rent amount. We paid the full amount and contacted the company immediately via their emergency non-office hours line, we were assured we would be refunded this amount at the END OF SEPTEMBER. When we turned in our keys we were confirmed once more this would be refunded to us at the end of the month. Our NON-prorated rent amount agreed upon in our lease for the time period of December 2023 to August 2024 was $1,822 without utilities or pet rent (with pet rent it was $1,857 a month). The prorated amount told to us by the Waterford via notice to vacate letter was $850.27, this included rent and pet rent. This is resulting in a $1,006.73 refund the Waterford is refusing to provide us. We have been trying to contact them via phone and email for months with extremely little response. They provided us a Resident Ledger with supposedly all the payments we ever made to the company however the document was filled with errors, which I pointed out to them. In the resident ledger they didn't even have our rent amount correct, they had the 2022/23 rent quantity listed for all of 2023/24. They also charged us for October despite us not living there and a 12 day short notice fee when we came them more then 60+ days notice. They did void those charges however it displays their lack of organization. I have provided the lease, resident ledger they provided us as well as our notice to vacate.

  Business response

  12/31/2024

  Thank you for contacting us.  We have already discussed the situation with Ms. ***** and initiated the refunds for the billing errors.  Please let us know if there is anything else we can assist with.  

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