Complaints

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Senior safety's Doors broken in building People sleeping in the hallway s and laundry rooms.And defecating in our laundry rooms management lacking doing anything in a timely manner. Threat's. Are being made to seniors by these trust pasers.

  Business response

  11/01/2023

  November 1, 2023 

  Dear Dispute Resolution Team:
  

  Southern Management has received the letter regarding ******* ******’s Case #********. Upon review of the concern, the following has been determined:
  

  The door *** ****** is referring to has since been repaired. We urge residents to report building maintenance concerns as soon as possible so that we can respond
  promptly. Depending on the severity of the damage, immediate repairs are not always possible. However, we work with our contractors to repair door damage as
  swiftly as possible.

  We understand that trespassers in the hallways and laundry rooms are an inconvenience to the quality of life of our residents. We encourage residents to
  continue to report damage to the team and the presence of trespassers to local authorities for removal. Also, we remind residents not to let in strangers.
  

  If *** ****** still has concerns or any questions, please contact Resident Relations at ###-###-####.
  

  Sincerely,

  Resident Relations

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Southern Management Companies (*************** apartments/Management) have repeatedly refused to acknowledge /update ledger payment of rent for April 2023 from ******** ERAP. To date this still reflects in my ledger as unpaid. Additionally since this rent dispute issue ******************* has been scheduled more than the usual annual Pest Prevention schedule for Building ***. It is immediately after these visits that some of the units have been invaded with aggressive Ants. (Attached notices show the frequency of Prevention NO mention it is for anything else only to Prevent) ******************* has then been called numerous times even more than once for the same unit to exterminate it. Neighbors have reported these Ants are invasive and aggressive moving faster than normal ants. My unit has ***** **** all around the cracks and crevices which I put down so I'd never have any insect problems regardless. Any attempt to infest my unit would only result in the insects spreading to other units.

  Business response

  10/12/2023

  October 10, 2023

  Dear Dispute Resolution Team:
  

  Southern Management has received the letter regarding ****** ******’s Case # ********.
  

  Upon a thorough review of *** ******’s concern, we would like to provide the following insights:
  

  Between the early to mid- April of 2023, Southern Management diligently attempted to establish communication with *** ****** in response to his rental account inquiry. In light of
  our commitment to safeguarding the privacy of each resident’s account, we recommend that *** ****** reach out to us directly. This will allow for a more personalized discussion about his rental ledger.
  

  Furthermore, Southern Management always strives to provide a comfortable and welcoming place for our residents to call home. In matters concerning pest management, our primary objective is to take a proactive stance and work with our pest professionals to address any concerns within our buildings and specific apartments homes. The frequency of treatments is tailored to the specific nature of each concern. Prior to any treatment, communication is sent to our residents to inform them of the scheduled treatment dates. Treatments were conducted on April 2023, June 2023 and September 2023. We will continue to assess as needed.

  In light of the above, we find that this matter has been thoroughly and satisfactorily addressed. Should *** ****** have any further questions, he may contact Resident Relations
  at ###-###-####.
  

  Sincerely,
   
  Resident Relations

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I’m reaching out hoping this finds the correct person that could assist me. I moved into ********* apartments on August 1, 2023. I would have to say I am very disappointed with how I have been treated this far. I have had to deal with no air conditioning, a clogged kitchen sink, a leaking ceiling, no power where my refrigerator is, a cracked ceiling, leaks throughout the apartment, such as my foyer where my front door is and also in my kitchen. Having to deal with the leaks, and not knowing where this water is coming from it’s unsanitary. Thus far I have had to call more times than I can count to get these issues handled and so far the only one that has been taken care of is my air conditioning and the outlet in the kitchen call refrigerator is but now I have a water coming from various parts in my ceiling. I’ve talked to resident relations *************************** and also the property manager here at ********* apartments. In the past 32 days I have gone through absolute h*** in this apartment. I have a newborn, so this has been very dangerous for her health. I was told by *************************** (resident relations) that I could always just leave because I was still within my 30 days. Which I feel was the wrong way to approach my concerns. I like the area and I’ve gotten to know my surroundings and neighbors but I am just having issues getting things fixed in the apartment. I don’t feel that I should pay a full months rent and I’ve had to deal with all of these issues. I have not moved because I do not have the funds to pick up and move again I would just like these concerns, resolved, as well as to be compensated or reimbursed some type of way with my rent.

  Business response

  10/12/2023

  October 10, 2023

  Dear Dispute Resolution Team:
  

  Southern Management has received the letter regarding *** *****’s Case # ********. Upon a thorough review of *** *****’s concern, we would like to provide the following insights:
  

  On August 22, 2023, *** ****** reached out to our corporate office to express her concerns. The onsite team at ********* promptly responded and rectified the concerns
  within her apartment on August 22, 2023, September 6, 2023, and September 26, 2023 respectively. The only remaining tasks is the scheduling of drywall repairs which will be
  arranged at a time that the contractor is available and that is also a convenient time for *** *****. We have scheduled a follow up assessment on October 11, 2023 to be conducted by one of our resident managers.
  

  Southern Management’s highest priority is, and has always been, to provide our residents with a comfortable and welcoming place for our residents to call home. Our goal is to
  promptly address any concerns raised by our residents.
  
  We find that this matter has been thoroughly and sufficiently addressed. Should *** ***** have any questions, she may contact Resident Relations at ###-###-####.
  

  Sincerely, 
  
  Resident Relations 

  Customer response

  10/16/2023

  [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,
  
  *** *****
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My front door was damaged in late October by an unknown person, to the point that it could no longer be locked or closed. As this was an unsafe living condition, I called the front desk and after multiple phone calls eventually they placed a brakcet on the door that could be locked via a padlock. The way this was set up, it was possible to be locked in to the apartment by anyone outside the apartment. This happened nearly two weeks after the initial incident that damaged the door and the apartment complex still had no plan or schedule for when the door would be repaired or replaced and as such my boyfriend drive down to replace the door himself. This door could be locked via deadbolt but was still undersized and while improved from the initial "repair" it was still not up to fire code and was unsafe. I attempted to contact the front desk multiple times to ask when it would be replaced but after two months of not having a front door that was up to code and safe, I paid to break my lease and moved out. The final bill included a charge for replacing a "closet door" that cost over $1,800 with no mention of the front door. I emailed them asking for an explination for why replacing this supposed closet door cost almost $2k but I was never answered. I feel confident that they are trying to charge me for the front door that they should have replaced while I was still living in the apartment and hiding it as a charge for a closet door

  Business response

  03/21/2023

  March 20, 2023 
  Dear Dispute Resolution Team: 
  Southern Management has received the letter regarding ******* *****’s Case #********.  Upon review of the concern, the following has been determined: 
  On 10/31/2022, ******* ***** contacted our Resident Services Center after we reached out  regarding a request to repair her apartment door. *** ***** informed us that a guest in her  apartment kicked the door in causing it to brake. She acknowledged she would be responsible  for damages. A service technician responded immediately and placed a bracket on the door  temporarily while we placed an order for a new door. During that time, ******* *****  removed the damaged apartment door, discarded it, and replaced it with a door she  purchased on her own. We informed the resident that she would still be responsible for the  replacement of the actual regulated door.  
  *** ***** has since vacated the apartment moving before fulfilling her lease obligation. Prior  to moving, we informed her of the estimated price of the new door. Because our original  apartment door was removed and damaged by Leaseholder, *** ***** would be responsible  for paying the cost of door replacement. An invoice is attached showing the cost to replace  and install the door. Payment may be submitted to Southern Management Companies ****  *** ******* **** ***** *** Vienna, VA *****. 
  We find that this matter has been adequately and sufficiently addressed. Additionally, ***  ***** may contact Resident Relations at *** ******** should she have further questions or  concerns regarding this matter. 
  Sincerely, 
  ***** *********  
  Resident Relations 
  Southern Management Companies
  

  Customer response

  03/24/2023

  [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:

  Notice that the invoice states entry door, not closet door. Also notice that the invoice was dated 1/26/23 when the initial damages occurred 10/30/22. The company spent 3 months not repairing the damages in any way and instead left me in an unsafe living condition as I did not have a front door that could lock and that front door was not up to fire code. They have been dragging their feet during this entire process and I did not feel safe at that apartment at all, hence the move. I don't know why it took them 3 months to repair the door nor why they attempted to claim it was a closet door in the initial invoice. I have no idea what they're talkinga bout in regards to my "guest"; they also repeatedly claimed I had someone living with me (I did not, I lived there alone). I really wish they had just fixed the door when this occurred and we could have avoided all of this

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

• Initial Complaint

  02/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I moved in ******* ***** owed by southern management I became sick with Covid in August through September had surgery witch had me out of work for about two months that’s when I got behind in my rent I made arrangements boy pay band signed a payment plan after they received the first payment they call me and said they no longer offer this payment plan so I had applied for rental assistance through Baltimore city got approved and southern management refused to accept the offer that they was giving them after southern management gave me the information for them .the manager here is very rude and demanding this lady have called me at work several time asking me why do I have people helping when am I going to pay and then had the nerver to say I need a payment before the date I gave her that I would be paying like ******** charities told me to do she then ask when I get how offended do I get paid I find this to be very uncomfortable unprofessional as well as asking me can I borrowed from my 401k this lady have caused me to have anxiety issues because shanking how am I getting food and how could I get furniture when I owe them money I get food from the food bank the furniture is from a gift I have reached out to there resident relation and nothing is begin done at this point all I get is well when u going to pay or what you going to do but nothing is said it done about there management team they have here it’s very disrespectful to have someone that’s not even you mom question buoy about your personal things at this point I don’t know what to do but seek legal help it’s harassment at this point 

  Business response

  03/21/2023

  Hi *****,

  We thank you for sharing your concerns and experience at ******* *****. On March 9th, you discussed these concerns with a resident relations team member at our corporate office. Though, we cannot share information on internal affairs and how we address complaints involving team member, we ensure that we are handling this matter with care. Unfortunately, it appears there still may be some unresolved feelings or questions you seek answers to. If you still have questions regarding rental assistance, collection practices, eligibility for payment arrangements or other concerns, please contact our Resident Relations Department at ************. 

  Again, we thank you for you sharing your concerns and continued residency. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently reside at ************** and have lived here for over 10 years. Over five months ago, I started experiencing stench in my apartment. I had communicated with the former manager several times about the issue.. they told me they could not find anything wrong..instead, a maintenance technician brought a plug in air fresher which was very strong fore and gave a headache due to migraine and asthma conditions that I have. The former manager had put in a work order to open the walls in the kitchen to check if it is a pipe linkage. I have been trying to send emails buy I get error message in response that email address is wrong. I used the same email thread from previous conversations. Not sure if I have been blocked.I also tried posting on resident communication board, but my post did not go through..it says it is pending. I went on and sent a work order at the website. I received an.email that the work has been completed with no details. The stench is still there. Please advise on what I should do next. I have had increased migraine flares due to the odor. I have not received any calls or emails from the assistant manager or new manager. I spoke with the assistant manager twice in about two weeks and she promised reverting to me but I have not heard any word from her

  Business response

  02/16/2023

  Dear Dispute Resolution Team:
  
  Southern Management has received the letter regarding ****** ******’s Case
  #********. Upon review of the concern, the following has been determined:
  
  On December 28, 2023 our property manager and service technician responded to a call from
  #*** regarding an odor in the apartment. Work orders were reported on September 19 and
  December 19 of 2022. Each time the technician inspected the kitchen thoroughly,
  troubleshooted fans on the roof, and determined that there was no sign of a stench in the
  apartment. As a final step, we have scheduled the Corporate Safety Manager to inspect the
  apartment home on February 16, 2023.
  
  We will communicate directly with ****** should any additional information or finding
  emerge. She may also contact Resident Relations at ###-###-#### should she have
  further questions or concerns regarding this matter.
  
  
  Sincerely,
  
  
  
  ***** *********
  Resident Relations
  Southern Management Companies

• Initial Complaint

  12/23/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On Two separate occasions I’ve requested a direct deposit change in a timely manner and both times payroll has dropped the ball, causing irreparable damage to my emotional and mental health as well as my financial standing with my creditors. No one seems to care. It’s Two days from Christmas and this has happened again. I don’t even have gas in my care. This need to be addressed immediately. My family is suffering because of these consistent mistakes and the situation has yet to be corrected. Please help me. I am a veteran , I’ve served my country.

• Initial Complaint

  12/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On October 3, 2022, I spoke to ***************** (**** ****** property) about the walk-thru on my apartment. She stated that they will have to charge me $120.00 to paint my apartment walls. No problem. I asked her if they can take the total out of my security deposit and she said that they will be able to do that. I have yet to receive the remainder of my security deposit and a close out statement from my move out. I emailed ***************** and ***************** on September 8, 2022 to give them my new address in Massachusetts as the address provided on the move out form in August 2022 was no longer valid. I also sent a follow up email to ***************** again on November 3, 2022 to ask her if my new address was provided to corporate and no response. Do I need to hire an attorney for this?

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 22, at 6:00 am, I parked my car at ******************* as I have been doing since my mother moved to the complex in 2020. When she moved in, **** ***** apartments advised her that my sister and I were welcome to park in (a) designated visitor spaces and (b) any space that does not have a blue and white resident numbered space in front of it. Neither my sister and I live with my mom, who is in her 60s, but we are both her nearest family and visit her quite frequently.My mother and I left her home at 6:15 am Fri - 7/22 to catch a flight for her upcoming birthday July 25. I frequently spend overnights, park in the same space, and have never had any issues until recently. Upon returning yesterday, July 27, I found my car had been towed the morning before - Tuesday, July 26. Today, Thursday July 28th, my mother, ****************** who is a **** ***** resident, and I went to the leasing office for clarification regarding parking policies in addition to her numerous maintenance issues, which she will address separately from this complaint. When she signed her lease in 2020, I was present, I have read her lease, I was with her when she toured the property. The leasing agent we worked with was an older gentleman that lives on the property, who distinctly told me that I could park anywhere EXCEPT where there was blue and white signage. Today, the assistant property manager, Ms. D**************** basically denied that they had any wrongdoing, and she says there's nothing they can do about the alleged miscommunication. Ms. D******************, today, stated that you can park anywhere on the property between 6 am and 10 pm, but after that you will be towed. This is not in the lease nor on the towing signage. Attached is a picture of where I was parked at the time of towing and where I have always parked since my senior mom moved in. Had my mother, who is a resident, been properly informed of the parking regulations at lease signing, I would not have parked there.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I’ve attempted contacting management to no avail, and have been left with continuous “we’ll call you back” or something bordering having a conversation with their property manager and getting back to me. Prior to this I tried contacting resident relations to absolve the issue much easier and they word for word just accepted what the property manager had to say not only that no one came out to investigate or properly ensure that the claim had no concrete evidence against them that could proceed further if a lawsuit was to be taken place soon after. While they are found guilty of not following regulations they company does not want to go forward and absolve the issue without hassle behind it.

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