Complaints

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the last 2 weeks, there has been no hot or warm water in the apartments for the men, women, and children who live here. Tenants who pay their bills are not getting the services they pay for INCLUDING DURING A FEDERAL HOLIDAY. Management says they are "working on it" but provide no reason as to why this is occurring. They say "we don't know when it will be fixed" and provide no resolution, nor fee refunds for our water bill. It is an extremely poor way of doing business. This is affecting many buildings, likely hundreds of people.

  Business response

  01/05/2024

  ******, we apologize for the inconvenience this has caused. As mentioned to you verbally we are working towards restoring the hot water on property, this is taking us a little longer than we anticipated but we are working towards this. Any credits or concessions will be applied to March or April as our bills run in arrears.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My roommates and I have experienced an alarming issue of miscommunication, or lack of within this last month. When signing our lease, the representative from the office, as well as the manager herself, stated that our apartment was in phase 1; this meant we were opted out of paying the electricity for our apartment. On September 15th we were sent an email with the subject field of "Late Notice", outlining that we owed the complex $475. When we paid rent on September 1st, we were met with a $0 balance in our resident portal, so of course we called to speak to someone since we were also verbally told our account was clear. After speaking with the manager, she informed us that in July they made the switch for phase 1 apartments to begin paying electricity, and that countless other residents were experiencing this as well. We recieved no communication at all of any switch, nor did we receive a 30 day notice of rent increase, as required by ***** Law. When we called again to request more information, yesterday Spetember 26th, the representative changed the story completely. She said that we were required to pay electricity the entire time, however there was an error on their end, forcing them to back charge us on electricity. This information was completely false because the manager of the complex herself informed us that there indeed was a change made to billing, they just forgot to inform us. I have a list of every person spoken with if that information is needed. We understand mistakes happen, I myself am an administrative assistant for a housing department in **********, so I am required to be knowledgable on ***** housing laws. A $475 added charge to our account is not reasonable. We would love to speak with someone to come to a solution if at all possible; I have a consultation with a lawyer, but want to seek alternatives before making a decision.

  Business response

  09/27/2023

  Hello Tenencia , 

  We appreciate your feedback and hope to clear out this misunderstanding. All of phase 1 units are required to pay a electric fee as per your lease contract page 6 of 6. For your apartment you are charges a electric rate of $90.00 per month. When we migrated from our old property software to the new one we have now, we did a audit to ensure all fees were charged accordingly. In your case , the electric charge was not being charged and so we posted it onto your account  as this is a fee that is to be paid monthly. We are understand your concern and are willing to work a payment plan to get this balance paid off . In reference to your 30 day notice your lease does not expire until 5/2024  Therefore management is required to send you a renewal offer 60 days prior to this lease end date. Please let us know if you have any further questions. 
  

  Montecito Management Team 

   

  Customer response

  10/11/2023

  For documentation purposes, all conversations with any staff members working for this complex have been recorded; including admissions of negligence and "solutions" offered by this business. I am more than happy to provide all evidence to move this along, and have obtained a lawyer to help navigate this alarming situation.
  
  I am employed at a housing department for a private institution in the DFW area. With our department being responsible for housing 700+ residents at one particular time, I am required and expected to have a knowledge of the ***** Housing Laws. While I acknowledge I am not an expert, I have obtained legal counsel from experts, as there have been an alarming number of problems that have violated our rights as residents of this complex.
  
  When I made my initial complaint against the business, I included to miscommunication that took place; in response to that complaint the company offered a payment plan as a solution to the financial burden they inflicted upon us. Today, (10/09) Montecito staff informed us our payment of this additional $475 must be paid by Friday (on October 13th), after stating both verbally and in writing that they would allow us to pay the additional charges with a payment plan.  We also found out that they added an additional $140+ to the original $475 charge; this does not include the late charges Montecito stated they would drop. 
  
  This morning, October 9th, we received a "Notice to Vacate" from this establishment, outlining that my roommates and I had 3 days to remove ourselves from the premises. After recieving this notice, we attempted to contact the company. Each phone call rang, but at the end of the call we were met with the message " this line is disconnected". We called from our personal cell phones, as well as our work phones, and were met with this message. We called in total around ***** times combined from 8:30 AM-11AM; these are also recorded for evidence. This then resulted in one of my roommates having to leave her job, unpaid, to come down to the complex to speak with a staff member. This entire encounter is recorded in which we were informed of the Friday (October 13th) deadline, and the additional charge to the original $475 amount. 
  
  In addition to this, and for further context, our unit has been without hot water for almost over a month. When we inquired about this, we were informed that the office had issues with a "lost part" and would have someone come fix it "soon". This conversation was also recorded. They assured us that other tenants were experiencing the same issue, to which we asked other residents of the establishment if they were having this issue; we learned that was not true. 
  
  As a follow up to the response received from Montecito management, the situation surrounding the need to pay electricity for Phase 1 units still remains unresolved. I was unable to timely address this response primarily due to a pending conversation with a lawyer. First, I want to make it clear that this conversation between ******* and *******  ( the manager of Montecito) was not only witnessed ( listened to, not physically present) by 4 individuals: myself, *******, *****, ******, and *******. ****** is a student at a local college, ******* is my coworker and supervisor, and ***** is replacing our former roommate ******** on the lease. Not only were they witnesses to the conversation had with *******, but this conversation was also recorded on another device as a precautionary measure. After receiving this last minute notice of these added charges, I talked with the legal team that represent my complex. We concluded that recording any future conversations was critical, and have been faithful to do so. The response we received from my initial complaint informed us that we were "always" supposed to pay rent, as outlined in our lease. This response is not 100 percent accurate as in our conversation with *******, there was an admission of failure to communicate this rent change. ******* stated that they made this switch in July, but simply forgot to inform us of this change, but that we would still be responsible for payment of this fee. She then "assured" us that we were not the only ones falling subject to this new change, but that other tenants were going through the same situation as well. By ***** law, any changes to rent payments must be communicated 30 days in advance; this was not done,  but instead was communicated mid-September with the expectation to not only pay this new charge in full, but also to pay the increase that would be reflected in our rent. Again, this conversation can be vouched for by other individuals, as well as a recording.
  
  Furthermore, communication with this office is never consistent or remotely accurate. In July our former roommate ******************************* went to the office and signed a document, given by the complex, to remove herself from the lease. After, we were informed by Montecito staff that to allow this change to take effect, and to add a new roommate in place of ******** we would need to do the following steps: ******* and I would need to come in person to sign a document agreeing to the removal of ********, have our new intended roommate submit an application for Montecito, and then pay the $50 application fee. Due to the application online having issues with allowing ***** to submit an application to our apartment, she submitted a paper copy. She then brought a money order into the office in September to cover her application fee. Since signing off to remove ******** from the lease, there has been email communication that has included ******** in each email. For reasons that are private, communication with ******** has been cut completely, and since she was removed from our lease there is no reason, she should receive emails about our living situation. This is private information that should only be shared with current tenants, especially since all the steps were completed. Today when we brought this up with Montecito, they informed us that we did not sign a new lease, therefore ******** was still receiving information about the apartment. This was not communicated until October 9th. 
  

  Due to the issues listed, as well as others unlisted, we unfortunately do not see a way of reconciling this situation as it has caused us immense stress, to leave work, and financial strain. The only solution we are willing to accept is a termination of our lease without penalty since these issues are not caused by our inability to meet responsibilities, but the establishments inability to consistently and clearly communicate expectations and financial agreements. Had these issues not been present or ongoing, we would not mind continuing our residency here at Montecito. While we have left room for ***** for this establishment and have tried to be as considerate and forgiving as possible, it is just not possible for us to maintain our residency here as each month new issues arise. I understand firsthand the stress that comes with running big complexes and am aware that unfortunately miscommunication isn't something that can be completely eliminated. However, when it is as constant for a bigger staffed establishment, it raises more concerns as to what the future will hold. This reality has made our stay at Montecito extremely unpleasant, and has grown a desire to seek residency elsewhere, where we can rest assured our management is indeed working for the benefit of all its tenants. It is also extremely alarming to have heard from current and past tenants how common these issues are and were and have played a vital role in the steps we took. There is no trust that our management has the best interest of the tenants at heart, or that there is a genuine care either, as they continue to place financial burdens on the tenants on a month-to-month basis. So, unfortunately, the only way my roommates and I see a potential remedy for these situations is termination of our lease without penalty by the end of November.

  
  

  Business response

  10/11/2023

  We have agreed as management of Montecito Club , to dissolve your lease at the end of November 2023. Please let us know if this is something you would like to move forward with so that we can notate on your account. 

  We apologize for the inconvenience and miscommunication and hope to resolve this as soon as possible. 

  Customer response

  10/19/2023

  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 both me, and my roommates. As discussed in office, we will leave the complex no later than November 30th 2023. 
  
  Regards,
  
  ***************************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a tenant at Montecito Club Apartments for the last 2 years and ever since then there has been only 1 working washer and dryer for all the units in phase 2 of the complex. Every time I've called the front desk about the issue, they've told me it's a 3rd party and they're not responsible and to contact the company directly. In February ********************************************************* on the *** Service Works website, but none of the issues have been resolved. In fact, it's gotten worse, as now there are zero working dryers. Today I was able to speak to a representative at *** who informed me that it is actually the responsibility of the property manager to call in maintenance for the machines, especially if there's more than one that is having an issue. For the last 2 years the property manager has been lying to tenants about who is responsible for calling in issues with the laundry facilities. Their website advertises working laundry facilities, and we pay monthly facility fees, but they refuse to take responsibility. I believe this is false advertising and furthermore, deceptive practices.Also, the manager ran a raffle for a big screen TV in exchange for positive reviews on ******* This is further evidence of the type of manipulative practices that tenants have been dealing with.

  Business response

  09/15/2023

  ******,

   

      We are disappointed to see this complaint and appreciate your feedback. We understand your frustration and hope to be able to turn your experience around. We are hopeful to report that we have contacted CSC who has since then came out and addressed the repairs needed with the laundry equipment.  Our laundry facilities are serviced by CSC and any repairs must be handled by their technicians as this is equipment, we rent from them. Our website lists the amenities we have in place, in such events these amenities maybe down and or out of order in which we ask our residents to notify the management team onsite so we can ensure we get repairs done in a timely manner. Management will ensure to inspect all amenities thoroughly to avoid such occurrences.

  Montecito Management team did run a tv raffle, however in no time did we ask for anyone to go online and give us a positive review for a chance to win the tv, we asked for a review and those who participated, whether positive or negative, would enter a chance to win a tv. This was an event to get the entire community involved and to get to know any concerns or questions any of our residents may or may not have. All of our events are to appreciate our residents for being the best part of our community, it's our way to give back. In no time do we intend to manipulate or deceive anyone. Everyone who gives us a review online does so willingly, as there right too. 

  If you have any further questions or concerns, please feel free to contact us at ************ and or email us at *******************************************

  Customer response

  09/18/2023

  Complaint: 20545420
  
  I am rejecting this response because: I was told last week by the Property Manager that the laundry amenities had been fixed, but this weekend only 3 of the 6 machines were working. This creates a problem if more than 1 or 2 people are trying to do laundry. Furthermore, one of the machines leaks and floods the laundry room when draining and it creates a safety hazard. Out of all the dryers only 1 or 2 seem to be functional. I tested at least 4 machines that did not properly dry clothes even after being on high for over an hour. 

  These have all been ongoing issues for the last 2 years and if the amenities were being properly maintained then they wouldn't be problems at all. 

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

  Business response

  09/18/2023

  ******,

   

      Thank you for your feedback. We have submitted a service request to CSC to address issues reported. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Montecito Club Apartments is now trying to collect on a monthly $15.00 fee that is NOT included in my signed lease, and is NOT included on my monthly statement. In fact, I paid my monthly rent as per the attached invoice on time- which was due on 12/01/2022. Now, the company is trying to collect another $15.00 fee, and when I happened to see this posted to the rental portal AFTER I paid the full amount due, I contacted the manager *************************** and informed her that I don't mind actually paying new fees, but that they need to be included in writing on a monthly statement. Today on 12/05/2022 Montecito Club posted a NOTICE TO VACATE because I haven't paid the $15.00 fee that they never actually billed me for. The manager admitted that this charge wasn't even posted to their rental portal until 12/01/2022. So they expect their residents to constantly log into their portal to make sure there aren't additional fees never included in your lease or in your monthly rental statement or the ***** YOU. I've included my monthly billing statement, proof from their portal that I paid in full, and picture of the letter where they are evicting me for $15.00 that I haven't paid in the 4 days since they posted it (and never actually billed more for it).

  Business response

  01/09/2023

      I have received a letter in regard to the complaint listed above. And wanted to inform you that we have addressed and resolved the complaint with the resident.

    Thank you,

  Customer response

  01/11/2023

  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. ↩