Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In November/December multiple messages were sent to our son pressing to renew your lease now and save money. He spoke with the leasing team and was under the impression that just like on the first lease he would need me to approve it. Him signing the renewal was the first step. Then it would go to me to sign.He thought he signed it and like the last lease it would be sent to me for final approval. I am the guarantor. That was surprisingly left out of how the process. Even though it appears that the new lease amount was increased and as the guarantor, I agreed to the amount in the prior lease not any future cost increase without my knowledge. They say the contract amount can be changed with NEVER notifying me, the guarantor. So if the rent increased to 100K per month, I am financially responsible? Best practice for leases with guarantors is to have them sign too. The property management company sent countless emails stating your move out day is approaching or if you want to extend your lease, reach out to us cause time is running out, he proceeded to clean and move everything out. ALL communication was written as if he was supposed to be planning a move out and had no active lease after the 28th. So that is how he proceeded. They said they send the same emails to everyone regardless if they are in active lease or not. This is confusing and makes no sense. All messages gave the perception that he is not under any future lease or obligation. And now we are being told NO you should have known that doesnt apply to you. This week when returning the keys he was told you renewed your lease. You are stuck. Unclear messaging, and communications written and sent to him as if there was no lease in place. Locking up an early renewal late last year was the motivation they did not explain or document what was being committed and our son was taken advantage of. I am asking for this renewal to be canceled. They have declined to oblige.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After reviewing my credit report on March 25, 2024 I noticed that two accounts I did not recognize were added in the last 6 months.RentPlus ending in 9381 SimpleBills ending in 0EDA These accounts have reported credit history since August 2023.I have filed a dispute with Equifax where these accounts are reported.I have filed an Identity Theft Report with the *** as I believed these accounts to be fraudulent.I have contacted RentPlus, SimpleBills, and previous property management company (Landmark Properties LLC). They have all mentioned that the new property management company (University Partners) is responsible for the misreporting of the accounts on my credit report.The contacted companies also identified that the accounts belong to someone with a similar name as me.Address tied to these accounts: *********************************************** I have contacted both ****************************** Student Village directly via phone and email with no response. I am requesting:1. ************************** (University Partners) correct their internal systems to stop reporting current tenant information in apt# *** to a past tenants credit report with similar name.2. Delete previous wrongfully reported information for renter in unit #*** from my credit report.

  Business response

  04/05/2024

  April 1, 2024 - UP received email from ************************* stating his concern, which was forwarded to ***********************.  Once reviewing ****************** email and internal UP discussion, UP escalated concern directly to RentPlus for review. 

  
  April 2, 2024 - 4:13PM - *********************** received direct email from ************************* stating his concern with fraudulent/mistaken identity. Attached.

  
  April 3, 2024 - 5:157PM - *********************** responded to ************************* that the UP team has escalated his concern to Rent Plus, and as soon as an update was received, he would receive an update. Attached.

  
  April 3, 2024 - 6:25PM - ************************* responded to *********************** - great to hear, thank you! Attached.

  
  April 4, 2024 - received BBB complaint.

  
  Since receiving ****************** concern, the UP team immediately escalated the concern the RentPlus team and RentPlus team is actively investigating.  As stated,once UP receives an update from RentPlus, I will immediately notify ************** of next steps or resolution.

  Customer response

  04/12/2024

  I am rejecting this response because:   issue has not been resolved. 

  Business response

  04/15/2024

  University Partners acquired management of ***** in March 2024, well after this issue began.  Since finding out about ****************** concern, University Partners has worked with Rent Plus and Simple Bills to ensure this issue gets resolved ASAP.

  *********************** spoke with ************** on Friday, 4/12/24 and discussed University Partners management acquisition, and though this issue did not take place during out time, we were happy to help however able.  ************** was very pleased that action was taking place. 

  Paris let ************** know RentPlus confirmed the inaccurate credit history will be removed within 90 days.  University Partners is still working with SimpleBills in hopes of the same resolution.

   

  Customer response

  04/19/2024

  I am rejecting this response because:   pending resolution of SimpleBills account. Requesting statement of acknowledgement that these accounts do not belong to me. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a lease with *************************************** (Under University Partners) They moved me into a dirty apartment, I asked them to move me or clean it which they refused to both. In Late October my A/C went out, They Didn't fix it until Early February. They did not provide me with heat almost the entire winter.Lastly, when I moved out they knowingly charged me and my roommate for a false fine for damage to carpet in a unit that they know did not belong of either of us.They offered me a reimbursement (which I do not have record of other than acknowledgement that is was brought ** in person) But once I Left ******************* She Denied To Pay It.On The Federal Level Apartments typically don't have to offer A/C, but they must offer Heat. They did not... in weather below 65 degrees.

  Business response

  10/05/2023

  This correspondence is in response to ************************** request for 4 months refund due to no heat.

  Please be advised, there was never a work order submitted for 'no heat', all submitted work orders are attached and summarized below for quick snapshot.  The work order history displays the Armory's success at remediating all requests in less than 48 hours aside from the *** in which we were awaiting a part that was nationally backordered.  In efforts to help with warm temperature complaint/workorder, a portable unit was provided.

  9 work orders created during his lease term: ***************, in unit 506B, a 4 bedroom/4 bath unit.

  9715980
  Created: 8/17 | 7:12a | toilet wont flush
  Completed: 8/17 | 11:06a | repaired
  
  9725036
  Created: 10/4 | 11:06a | mold found in fridge
  Completed: 10/5 | 1:23p | cleaned by staff
  
  9728462
  Created: 11/8 | 3:10p | drain stopper not working
  Completed: 11/8 | 4:27p | repaired
  
  9728465
  Created: 11/8 | 3:12p | AC not cooling
  11/8 | 4:27p | update from staff to Tedric, awaiting part
  11/26 | 9:46a | another update, fan motor on back order
  2/9 | 3:43 | completed | new fan motor installed
  
  9730263
  Created: 11/30 | 3:01p | AC not working AGAIN
  Workorder Cancelled 12/1 due to duplicate orders open
  
  9734171
  Created 1/18 | 10:52p | closet wont open
  Completed: 01/19 | 8:49a | repaired
  
  9734172
  Created 10/18 | 10:53a | kitchen sink wont drain
  Completed: 10/19 | 9:01a | repaired
  
  9738779
  Created 3/7 | 11:36p | AC wont work
  Completed: 3/8 | 2:30p | repaired
  
  9743705
  Created: 5/3 | 8:26a | washer wont work
  Completed 5/3 | 10:53a | repaired
  
  On behalf of the Armory, we will not be honoring ******'s request for 4 months reimbursement.

  ******'s complaint about move out damage charges has been resolved, the charges were removed.  Provided attachment for record.

  Customer response

  10/05/2023

  I am rejecting this response because:  A Haier Portable Air Conditioner Model HPN12XCM, (which does not have a heating option. Portable air conditioners are primarily designed for cooling purposes, and this model is no exception.) was installed in a separate room that was unoccupied, my room was across the apartment and had no benefits of this system. I made this video and showed it to the manager at the time who dismissed me. If we can not come to an agreement on some type of reimbursement I will be forced to examine further options. 

  Business response

  10/06/2023

  This correspondence is in response to ******************************* rejection to **********'s complaint response.

  As stated, there was never a complaint or workorder related to 'no heat,' or ******'s need for a heater.  If this complaint or workorder was never brought to our attention, there would have been no way for us to know and/or remediate. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 0ct 2023, I with my daughter (***********************) accepted an renters "early" renewal offer (attached) from Apollo. Apollo is ********** affiliated housing in ***** *******. Apollo is owned by University Partners. The offer was accepted through the tenant's portal for Apollo residents. A lease was never forwarded which did not raise a concern for me because the current lease did not end until July ****. It was not until July **** that i learned Apollo had renewed the lease without the offer to not raise the rent. The new rent price is **** per month versus **** per month. I have made multiple calls to the rental office tonaddress this matter. I was informed the offer was not binding. In July 2023 ******'s office managers acknowledged the offer was accepted by ****. It is noted in the Apollo call system that an employee on Jan 20, 2023 was informed by **** that she already renewed her lease early in 2022. Hearing that and noting that fact, the individual still exeuted a new lease that "did not" include the advertised offer.Again, the manager's agreed that the early offer was accepted, but because **** signed a lease that did not reflects the increase, the lease can not be amended. Ironically, they amended the lease after it was prepared. **** nor I recall signing a new lease in the 2023 calendat year. She only visited the tenant portal to pay rent and review documents; not sign. We only see the lease in view only. Oddly, I also noted that the new lease was counter-signed by an Apollo employee less than 15 minutes after the call from Apollo on Jan 29, ****. Apollo is not operating in an ethical manner.******'s bait and switch tactic appears predatory in nature. I am aware of at least one other famiy that has had the exact same experience and looking for a resolution. In "good faith", I am now traveling to ** next month in hopes of finding a fair resolution. Attached are screen shots of the email exchange that I had with ****** and other docs that might help.

  Business response

  08/14/2023

  Good Morning, 

  Please see the attached communication thread the onsite team has with ************************  On October 31, 2022, *********************** accepted the renewal offer, however, did not sign the renewal contract.  If you take a look at the last screenshot provided by ***********************, you will see the renewal offer on her resident portal has an expiration date of December 31st, 2022 if the offer is not accepted and signed, in which case, neither instance occurred on their end.  The onsite team has been communicating with *********************** regularly regarding their renewal.  It wasn't until January 2023 the offer was accepted and the renewal contract signed.  

  Let me know if anything else is needed at this time.  

   

  Thank you, 

   

  Customer response

  08/18/2023

  Thank you for your assistance.

  I reject the response because the details provided by ****** are inaccurate but will take no further action at this time. 

  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. ↩