Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Lumen is an Apt complex. I moved out in July 2024. I received an email on sept 12th, which i did not read it until Oct. in the email i was told that i owe $252.40 as a final bill. i called to dispute the bill and was told it was for replacing bedroom carpet. they had $1200.00 in deposit money that i paid at move in. I stated I was not paying for that as it was not new carpet when i moved in and I was only there for 1 year. The agent told me she will get in contact with the complex manager and request pictures to justify the new carpet. ( I Knew there was no damage) I was told to follow up in 14 days. When I called back I was told there is no notes of my first conversation as the management company handling the complex has changed. I was told again that they would put in yet another request for photos and to again follow up in 14 days. I gave them extra time and did not follow up until Nov. 19th. they provided nothing to me that they committed to. At this call, i was told, OH sorry, it is with ************************** DBA ******** ************** I asked if they could go back and review the calls I had already made. The agent said no they no longer have access to those records but the collections agent will. That was a lie. the collection agent ***** told me they do not have those records. He was very helpful as I was very upset. I had almost perfect credit and knew that I had to pay and dispute it later. Lumen Apartments did not try to resolve my concern or complaint. They never once tried to reach out to me. they never provided me with any pictures justifying why a small bedroom carpet needed to be changed and why it costs so much that my deposit did not cover the charges. I would like reimbursement from Lumen for the unjustified charge and said charge pulled back from the collection agency so it NEVER shows up on my credit report. I appreciate the BBB trying to help

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