Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The property manager is unprofessional and unorganized. I can never get a hold of her and get issues resolved. I have been trying to get in contact with the manager for almost 3 months to pick up a gate key needed to access my mail, the pool and laundry room. I am billing billed for community water usage but have no access the these amenities. In addition the manager has posted "please pay" notice for unpaid balance when i have a credit on my account on top of 3 day notice to pay or quit when my rent was dropped off on time she just hadn't picked up the rent checks but sent notices anyway. On top of other complaints.

  

  Business Response

  Date: 09/22/2023

  BBB Case #:20502234
  
  Lefever Mattson Property Management is in receipt of the above referenced customers complaint and appreciates the opportunity to respond. ********************** complained that she did not receive the new amenity key and had no access to the laundry room or pool. A notice was sent to all residents 1 month in advance that the amenity key would be changing soon and more information about where and when to obtain this new key would follow. A second notice was sent a week in advance providing the residents with an opportunity to pick up the new key onsite between 4pm-6pm on a specific date. ********************** did not pick up the key. After the date passed, ********************** sent an email stating that she was home all day and no one gave her a key on that date. In her email, she also stated that her son received the notices we posted but he forgot to give them to her. We tried on several occasions to work with her schedule to provide her a key but she was not available when we were. She is now in possession of the amenity key.
  
  With regards to ********************** complaint of receiving a Notice to Pay Rent or Quit. In March 2023, we received a Cashiers Check through the rent drop box however the name was not legible and there was no apartment number on the payment. A Notice to Pay Rent or Quit was served to any residents who had an unpaid balance as of the 6th of the month. ********************* contacted the Community Director stating that her rent was paid on time. We were able to confirm that the Cashiers Check in question belonged to her. The late fee was reversed, and the Pay Rent or Quit Notice was removed from her file. There was no credit on her account at the time the Notice to Pay Rent or Quit was served.
  
  LeFever Mattson Property Management sincerely regrets any inconvenience these concerns have caused. Please feel free to contact the Community Director at ************** or by email at: ************************** should you have any additional questions or concerns in this matter.

• Initial Complaint

  Date:12/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mold painted over bathroom wall , charged for things that i reported previously such as window coverings. I reported this to the property manager and was told that it would be taking care of and didnt have to fill out a report for it , I was over charged for small stains in carpet and told that They would have to replace the whole carpet in the apartment . when trying to contact property manager regarding issue , I was dismissed sent to collections and accused of harrasment, when asked for number to collections agency I was giving the number to a *** hotline. Was told that it was a mistake from a representative and that it was close to the actual number thats on file for collections, when spoke to property manager again regarding issue , im bieng told that there is no number to provide at the moment.

  

  Business Response

  Date: 04/25/2023

  I am sorry you are not satisfied with the move-out charges you incurred. ***************************** moved in on 5/1/21 and moved out on 2/28/22, her occupancy was a total of 10 months.  Per her lease agreement for occupancy of 7 to 12 months for drapery and carpet cleaning the lessee is responsible for three-fourths of the cleaning costs, removal of excess spots, and order treatments. 
  Issues Per Complaint: 
  Carpet: The carpet in the unit was replaced on 4/20/21, 10 days prior to moving in. Upon the residents move-out it was discovered that the carpet was severally damaged by pet damage and other stains, the carpet was not salvageable so it had to be replaced. The total cost for the replacement after moving out was $2146.85, the resident was charged $729.96 for carpet replacement on her Disposition of Security Deposit Statement. 
  Mold Painted over bathroom wall: I am sorry if you were not satisfied with the work completed. We work hard to make sure all apartments are free of mold and mildew. 
  Window Coverings: Per your move-out inspection your sliding door screen had to be replaced because of the damage. There were also several blind slats that had to be replaced. 
  Harassment: When our team would receive calls or any communication from ***************************** it was received in a very aggressive manner. Our team members tried their best to communicate effectively in a professional manner, but due to the aggressive manner in which communication was received, communication became very difficult.
  Collections Procedures / Phone Number Confusion: LeFever Mattson Property Management utilizes a 3rd party collection agency. All accounts with outstanding balances are transferred and per our agreement, all correspondence is completed through them. I understand that there was some confusion with the phone number that was given, that was an honest mistake and an apology was given. To confirm that the resident has the correct information for the collections account: 
  *********
  ************
  ************************** 
  If you have any further questions, please let us know.  You may direct inquiries to ***************************************** 
  
  

  Customer Answer

  Date: 04/26/2023

  I am rejecting this response because:

  the window coverings were reported to maintence , I was told that because they didnt have proof of this then it wasnt true. However, they didnt bother to ask maintence about this request made by me and I told the management that it states on the lease that there doesnt have to be proof of a request . When I told the property manager this she just said that I can submit a claim. I was not agressive , the property manager , didnt know me at all because she was coming in as I was moving out and was rude from our first conversation and not to mention I couldnt even be there for the walkthrough because apparently she was too busy and she stated that agterwards she would let me review it and state any questions I had before submitting and she never did , and after that avoided me so I was upset 

  
  

  

  Business Response

  Date: 06/06/2023

  The charge under the window coverings section of the move-out inspection report was for the replacement of the damaged sliding screen door,there are no charges for the repair or replacement of blinds in the unit.

  We utilize a maintenance work order system that helps ** track our outstanding work orders. The Community Director is tasked with receiving work order requests, tracking the progress of the work orders, and following up on outstanding work orders. Having a specific person receiving and tracking work orders helps reduce any miss communication or confusion.
  

  I apologize that you felt the Community Director was rude, that is never the intent when working with residents. We do our best to communicate in a clear and professional manner. We always try to schedule move-out inspections with the resident. I have reviewed the charges you received on your move-out inspection; per your lease agreement, pursuant to the terms of your lease, all of the charges are accurate based on the work that was completed.