Complaints

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were interested in renting from ********** Apartment. Here are the facts regarding our interaction with Amberleigh: 1. We signed an online application with ********** Apartment to rent a unit on May 27, 2022 2. The application was not incomplete and additional information was requested by Ebony P****, leasing manager with ********** on May 29 3. On May 31 at/around 10:00 AM, we cancelled our application with ********** via phone directly with Ms. Ebony P****. 4. Ebony P**** acknowledged via email to us that our application was cancelled on 5/31 5. On May 31 at/around 5:00 PM, a charge of $350 was posted to our account from ********** AFTER we cancelled our application 6. We reached out via phone to ********** and asked why they charged the application fee AFTER we cancelled – Ebony indicated it was already in process; however, we should see our deposit back in 45 day. 7. I followed up with Amberleigh- Ebony P**** on June 27 and she indicated the application was cancelled on May 31 and it will take 45 days for the check to be mailed to us. 8. We followed up with another reminder email in July and called Amberleigh/Ebony P****, but she stopped taking our calls. 9. We stopped by the ********** office at the end of July and again in early August to discuss this outstanding balance. Ebony avoided our request to meet in person and we were deferred to ******* ***** and a phone number was provided to us. 10. We called *** ***** and left a message on Monday, August 15 and again Tuesday, August 16 and Wednesday, August 17. We requested an email for *** ***** on Thursday, August 18 and sent an email to *** ***** on August 20th. No response to this day.

  Business response

  10/12/2022

  A check was issued to this former applicant on 6/14/22 and cashed on 7/29/22. 

   

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i have been a resident at the ********** Apartments (Managed by the Kettler Management Company) for over 3 years. I have NEVER paid my rent late. Last month I was charged a late fee for June, $181.80, although my rent check was not late. I deposited my rent check in the after hours box at the office (ike normal) either late on June 1st or noon on June 2nd. I then left town on June 2nd and did not return until June 13th (which can be proven with airline tickets). The apartment complex cashed my check on June 7th and charged me the late fee. Either the office staff missed the check in the box or held onto the check. Either way, I paid my monthly rent on time and charging me a late fee is fraudulent.

  Customer response

  08/08/2022

  ---------- Forwarded message ---------
  From: <**************>
  Date: Sun, Aug 7, 2022 at 9:46 PM
  Subject: Complaint ID ********; ********************
  To:<drteam@mybbb.org>
  

  
  

  Refund made on 8/1/22.   Complaint resolved.

   

  ***********************

  
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The nature of the dispute is a security deposit was given in 2015 when the apartment building was new and tenants had to provide a security deposit as part of the agreement. The company has done away with it but still collects from tenants with dogs or cats. The tenant needs the money back. Nothing was broken and no damage was done in the five or six years living there. An attempt was made to reach to HQ BUT no response was received.

  Customer response

  07/19/2022

  The first communication is October 4, 2021.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We (my daughter and I) moved in ******************** in January of 2022, although the lease was secured in Nov/December of 2021. On or around the 14th of January, a pungent foul odor was coming from the washer/dryer area and permeated throughout the tiny 1 bedroom apartment. After immediately notifying maintenance, the smell still persisted. As of the writing of this email, the foul odor is still present. Management has asked that we be patient, applied duct tape on the bathroom fan, acknowledged the apartment smells by visiting the unit, initially said the hvac fans needed to be repaired, then said the dog park may be the culprit...meanwhile the tenants have been left to inhale these smelly fumes daily, weekly, monthly. It was uncovered that other tenants in the apartment complex are smelling the same foul odor as well and have registered complaints also. I'm looking for 2 solutions, a reduction on the rent for dealing with this ongoing odor which is a nuisance and FIX THE ISSUE SO THE ODOR IS COMPLETELY GONE!!!! The maintenance guy advised us that Kettler knows what needs to be done to remedy the smell but refuses to pay for the necessary repairs. HE also advised this issue was raised before, contractors were notified, bids were given and Kettler refused to pay. Who allows tenants to suffer, we have no idea of what's being inhaled, potentially harmful fumes to one's health, Kettler still has done nothing to resolve this problem. I've emailed Kettler corporate, the general manager at *****, the regional manager, maintenance...the smell is still present.

  Business response

  03/28/2022

  This issue was addressed with the resident as various remedies by management have been ongoing.  Ultimately the resident was offered the opportunity to transfer.

*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. ↩