Complaints

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was evicted and sent a notice through email on September 20th, 2022, for how much I owe. I wasn't aware of this because I was on deployment in the ******* at the time and when I got back, I already was staying somewhere else. I wanted to know if I can make a payment arrangement on it and also my friend at the time (Temiloluwa Elemikan) says it showed up on her records and wanted to know if it can be removed? I just want to settle this in the fastest and easiest manner.

  Business response

  10/21/2024

  Hello, we had received an email separately from this complainant. On October 18, 2024, we responded to the complainant that the balance due has not been turned over to a collection agency and that we do not have his friend showing up as a leaseholder in our system so it should not be showing up on his/her credit.  We asked him to please confirm more details about where this is appearing on his friend's credit so we can assist further if needed.  We have reviewed the final account statement and have adjusted it down and offered the complainant a payment plan, and are awaiting his response.  We hope to be able to work out a settlement that is acceptable to both parties when he responds to our email.  Thank you.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The issue took place today, July 2, 2024 At the view at **********. This is a result of an email I received regarding my dogs. One of which is my sister's dog. (Yorkie)I was sent an email about a lease violation, this email included false or inconclusive information, which kind of bothered me because I tend to keep to myself follow the rules. I called the leasing office for an explanation and to resolve the issue. During the call I spoke with ***, not sure of her last name, *** failed to assist me and just read the email to me again which didn't explain anything regarding the "reports they received".During this time I'm getting upset because I have been ignored and hung up on by *** who then transferred me to *****.***** is an older woman who happens to be the manager, well ***** didn't like that I cursed, so she hung up on me and refused to speak.I walked to the office to speak with them. I asked the front desk for ***. Immediately *** comes out with her phone recording. At this point I'm being surrounded by the entire office staff including the maintenance guy. This makes me feel more uncomfortable. Instead of helping I was treated like a criminal and not a resident. Not one person in the office was a person of color which made me feel even more uncomfortable in today's climate, I am a black disabled veteran who suffers from PTSD and I have been a long time resident at this community on 2 occasions. Not once did I think I would be treated as such.***** told *** to call the police because I wouldn't leave, leave the place where I pay rent? Then forced me to only communicate to her through email. About half an hour or so, while I am home, I get a knock with the police delivering a criminal trespassing notice.Not once did I make a threat or become aggressive towards them. ***** simply didn't like the way I spoke I wouldn't bow to her and do as she says like her staff. I was not disrespectful in my approach but I will not be spoken to like I am a child.

  Business response

  07/16/2024

  ID#********
  

  Thank you for the opportunity to review and respond to this complaint filed by a resident of our apartment community The View at ************ ************ ***  The complainant was notified on July ******* by **** ***** at our Management Office that his dogs (one of which apparently belongs to a relative that he did not disclose to us) were on his balcony and relieving themselves and barking, disturbing his neighbors. Since he lives on an upper floor if the dogs relieve themselves the waste will go onto the balcony of the neighbor below.
  When contacted by our office staff, the complainant immediately called the ************** and became belligerent over the phone and would not listen to what Ms. ***** was trying to explain to him about the dogs. He continued to speak without listening to Ms. ****** so she transferred the call to our Property Manager-***** *****.
  Ms. ***** tried to deescalate the conversation, but the complainant would not listen. As he was belligerent on the phone and would not have a calm conversation, Ms. ***** terminated the phone call.
  Subsequently the complainant came to the *************** asked for Ms. ***** and again acted in a belligerent and threatening manner towards Ms. ***** and the entire office staff felt threatened by his actions. This behavior was witnessed by Ms. ***** and another employee in the office at the time-****** ********.
  The complainant was asked to leave the office and return when he calmed down so Ms. ***** could sort through his concerns and work toward resolving the matter in a mutual manner.He refused to leave.
  Due to his continued threatening behavior and the fact that he would not leave voluntarily, the San Antonio Police were called. The complainant did leave the office before the police arrived. As of July 9th, he is still allowing his pets on his balcony unattended. The pets are also not registered with the office which is a requirement per his lease. 

  Customer response

  07/22/2024

  I am rejecting this response because:   

  The accounts of the events that took place is inaccurate and they are still creating false narratives about me leaving my dogs unattended, which I am not. 

  I don't recall being escorted away by the police nor anyone from the staff which means I left voluntarily. Only after I was forced and threatened by the staff. 

  Business response

  08/21/2024

  We would like to be able to post a response to the complaint as folllows, please let us know if you can re-open the account for us to respond or if you can add it for us.  Thank you!

   

  Thank you for the opportunity to respond to the Message to the Consumer in response to our letter dated 7/16/24.
  The complainant stated that the accounts of the original events that took place were inaccurate and that the staff at The View at ********************** is creating a false narrative about the complainant leaving their dogs unattended,which the complainant denies.
  Upon reviewing our original response, we do not find any inaccuracies in our account of the events that occurred. We deny creating any false narrative of the subsequent events other that we have not observed the complainants dogs to be unattended.
  However, the complainant has not registered his 2nd dog with our pet screening service as was requested. This is a violation of the lease agreement.
  The complainant has now tendered his notice to vacate in accordance with the lease terms. The complainant will be moving out on October 15, 2024. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  After living at NE Proporty's ******************** apartments from July 2020 to December 2021, I chose not to renew my lease and moved off property. I was fully moved out and off property on December 01, 2021. I asked for and received a Final Account Balance report dated 12/23/21 showing a refund due of $22.15. Today, January 31, 2024 I received a bill from NE property demanding $244 due by Feb 10, 2024 under threat of legal action. During my time as a tenant of NE Property management, I never had a missed or late payment.

  Customer response

  02/02/2024

  I have recieved a very confusing email from NE Property indicating that there was an accounting error that showed a $0 balance two years ago. However the "corrected" report sent to me on Jan 31, 2024 still shows the December 23, 2021 report date. It appears that the pdf file was altered without running a billing report. Furthermore, the "final account balance" document sent on Jan 31, 2024 shows a different outstanding balance than the payment demand is for.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been living at Terra for 2yrs now and have had multiple issues and problems with amenities, management, safety issues etc. During my 1st year living here I came home to my door being opened. Only myself and Terra have access to my apartment. So I contacted management and they said no maintenance or staff visited my apartment. I was 100% sure I had closed and locked my door so this incident had me feeling unsafe in my own home. I requested to be able to replace the locks with fingerprint locks and have cameras placed in the halls to which I was denied. After that incident I would come home to find light switches turned on when they werent on before I left. I took it upon myself to install cameras in my home. And recently when I were notified Pest Control was coming to spray our apartments and the policy email and correspondence states Pest control will not enter rooms if doors are closed, Pest control still entered both my bedrooms and guest bath when I the doors were closed. Thank God my camera captured it as well as me being at home that day in bed to witness the pest control staff enter my room without permission even after they were told not to enter. It makes me very uncomfortable and worried to know that if I was not home they would have entered my rooms and have most likely done so in the past . I spoke with management and informed them I no longer want pest control or maintenance or anyone for that matter entering my home if Im not present since they cannot guarantee me that policies would be followed and my property and myself would be protected. I requested again to have a fingerprint lock installed at my expense and code only given to management upon request if Im not available. In addition to the above incident, this apartment is far from the luxury idea they market online. Currently both elevators are down and I live on one of the higher floors so it is a big inconvenience and this is not the first time the elevators been down and it took them over a month to repair it the last time. In relation to renewal of my lease, my apartment is currently being marketed for $1200 but Im being charged over $1600. So I asked management if I can reapply at the end of my lease pay whatever fees to be able to get the new rate and reapply for my same unit, again I was denied and told I have to move into another unit to get that rate even though my current unit would be priced around $1200. I have emailed and called NE Property management and currently waiting on a response.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never had any issues paying my rent on time, for over a year. All of the sudden, they decided to lock my account and prevent me from making a payment. When I called them, they said only the property Manger could unlock it. She wouldn't be in until Monday, the 6th, we'll late fees being on the 4th. So, you're going to charge me a late fee when I tried to pay my rent? And I wasn't able to use the third party rent payment company, because that locks out on the 5th.

  Business response

  11/30/2023

  Hello, 

  We apologize that you have had difficulty in getting your payment issues resolved.  We are going to remove the *** and late fees incurred in October and restore your ability to pay online. 
  
  Thank you so much for being a resident and for reaching out to us to allow us to work towards a resolution to your issues.
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My apartment lease ends on Oct 5th, 2023. Our monthly base rent is $1615. We plan to move-out on Aug 23th and also expecting to pay the full rent until Oct 5th, which is about $1885 from September 1st to Oct 5th. After we gave move-out notice, the office said we're terminating the lease early, so we have to pay 1.5 times rent, which is $2422.5. The amount is much more than we finish the lease. We have a buy-out contract, so they're trying to use that and against us to pay extra. Part of the buy-out contract indicated we are subject to all lease remedies, including all rents for the remainder of the original lease term if we fail to pay the buy-out fee(paragraph 7). My understanding is we dont have to pay the buy out contract but subject to the rent until Oct 5th. I asked them what if we just finish our lease and move out later and theyre giving us hard time and said we will have to be in-person in Oct to return our key. It doesn't make sense at all. I don't believe everyone to be in present when they move out. What if it's on the weekend? If we have more than two months left and break the contract then buy-out will be reasonable, how is it possible they're asking me to pay more than we finish our term? I triple checked with the front-desk and she said it doesn't matter since we're breaking the contract. We agree to pay the full term rent and they're giving us hard time.

  Customer response

  06/28/2023

  Our lease ends on Oct 5th. Our monthly base rent is $1615. We plan to move-out on Aug 23th and also expecting to pay the full-term rent until Oct 5th, which is $1885 from September 1st to Oct 5th. After we gave move-out notice, the office said we're terminating the lease early, so we have to pay 1.5 times rent, which is $2422.5. The amount is much more than if we finish the lease. We have a buy-out contract, so they're trying to use that to against us to pay extra. Part of the buy-out contract indicated we are subject to all lease remedies, including all rents for the remainder of the original lease term if we fail to pay the buy-out fee. My understanding is we dont have to use the buy out contract but subject to the rent until Oct 5th. It doesn't make sense at all to ask for more than we're supposed to pay and break the lease.

  Business response

  07/24/2023

  Apologies for the late response.  From reviewing the complainant's account, it appears that they have given notice to vacate on October 5, 2023, which would fulfill their lease term and indeed would the the least expensive option for them to vacate the apartment, rather than turning in keys earlier and having to pay the 1.5 X the monthly rent for a buyout of the lease.  It seems that the complainant is physically moving out of town earlier than October 5 and won't be in the ****** area to be able to return the keys and other items on October 5.  If the complainant will please reach out to the on site management, they will be able to work out a way with the resident to return the keys on 10/5/23.  Also a reminder to please continue to pay the utilities and keep them in the name of the residents until October 5 to avoid any additional charges.  We hope working out a way to return the keys and other items on or about 10/5/23 will help resolve the issue at the lowest cost to the complainant.   Thank you.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived in NE Property Management's ***** apartment complex at XXXX XXth *** NW, ******* OK for 25 months and 3 weeks now. I was warned in December 2021 that my apartment lease was ending and that I needed to renew. Due to me transitioning jobs and having a new born child, my wife and I decided that we needed to renew the lease for 3 more months before we could find a house to move to. I spoke in person with a leasing manager at the apartment complex and explained our situation: that we were only going to live there an additional 3 months before moving out of the complex. The leasing professional did not mention a 60 day written requirement of intent to vacate. If they had, I could have easily signed my intent to vacate then and there as I knew that I would be leaving, and made this clear to the leasing manager. I signed a 3-month renewal in January 2022 for the period of Mar 26th to Jun 25th of 2022. I assumed that ***** knew in their system that I would be leaving, because from January 2022 until now (Jun 20th 2022) they have not sent me anything about renewing my lease or vacating, including no warning about a requirement for a 60 day notice of intent to vacate. Today, I called ***** apartments to notify them that I would be returning my keys on the 25th of June, and was notified that I would be charged 3,000$ if I were to submit the written intent to vacate today. The only way I would have known from the time I signed this renewal until today when I called the complex would be for me to go read the lease again line-by-line. No e-mails were sent to me warning me, I received no calls warning me about this or a need to renew, and nothing was left on my door regarding renewing my lease or warning me about the need to provide written intent to vacate. This is ridiculous and should not be expected of people.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/01) */ Thank you for allowing us to respond to this complaint. We met with complainants on 6/22/2022 and have resolved their issue as stated in the complaint filed. We have agreed to an early termination fee equal to one months rent as a courtesy to the complainants. We are pleased to report that the complainants are satisfied with the resolution and to our knowledge no other action is needed at this time.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date lived: December 4th, 2020-March 4th, 2022 If you would just go through the pictures, you will get my full story i've shared with others...the pictures also include old residents commenting telling me their horrible experience, that the property manager & corporate manager are best friends? how am i supposed to get anything done? i haven't matter of fact! there's also pictures of all the damage around the apt they haven't fixed, including a work order that they never did anything about stating multiple damages. We have a house being built , but it won't be finished until May so we planned on staying renting month to month, we waited weeks without that information, constantly asking them just to be told to send an email. 2 weeks before our lease is up they want to try to charge us $1811 a month until we leave...we have a 17 month old daughter & my husband has a full time job so how is that fair & to find somewhere to live?? they also claim to offer "luxury apartment living", well i can guarantee you it's not luxury with all the proof i have stacked against them. the community isn't even safe, there's constant break ins, car wheels being jacked because the gate is broken!!! it's just a whole mess... we aren't necessarily looking for compensation, but if we could get something back for this disaster that'd be cool.

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/22) */ We received your correspondence dated 2/18/22 regarding Case # XXXXXXXX. We met with complainants on Friday, 2/18/2022 and have reconciled their issues brought forth in the complaint filed. We have agreed to extend their move out period to May 30th, we scheduled a date to have their maintenance concerns repaired and have offered to keep their current rental rate the same as they are currently paying through their move out date. All parties agreed and signed Settlement documentation. We are pleased to report that the complainants are satisfied with the resolution and to our knowledge no other action is needed at this time. Consumer Response /* (2000, 7, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩