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:03/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Hello BBB officer I am complaining about the problem with [The Grove]. I recently noticed a collection on my credit report. It was from this apartment - [The Grove]. The collection is based on a $25 but now over $80. The bad part is my credit drops from 810 to 760. I never receive any communication from this apartment nor collection company in the last 2 years. My wife and I moved out from [The Grove] apartment in mid of Jul.2022 after 2 year lease. I was able to pay the final bill of $86.63 on Jul.27.2022, but there was an $25 balance could not be paid since my apartment account was closed on *********. The leasing office said just wait for the contact to pay. We waited, and in Aug.3.2022 the apartment office sent us an email saying I need to pay $25 to the billing office. I called multiple times, but ******* office always said the they never receive my account information from [The Grove].On Aug.29.2022, my wife emailed [The Grove] team to check how to make this payment. No reply. We waited for mail, email, or call, but no contact since 2022 until I noticed this collect this month. I already paid $25 on Mar.4.2024 to this collection company, and collection company told me to wait for confirmation. If I only own $25, they will close the case. I just checked with collection company, they were not able to get confirmation from [The Grove]. I tried to complain this case to the [The Grove]'s management company SRG Residential, but I was guided back to [The Grove]. I do not know how to push this case moving. It is unfair to let them destory the good credit I built. Please help. Thank you very much.

  Business Response

  Date: 03/29/2024

  Hello ***************************,

   

  Please see attached of recent email exchange between *************** and myself.  Please note, we also mailed their final accounting to the listed address when they moved out in 2022.

   

  Please note during one of our conversations with ***************** wife on 03/06/2024, she did confirm she was aware about the balance but forgot because she was dealing with an issue that took her away from completing this task.

   

  Both residents did post 1-star reviews on Online review, and we responded in a timely manner.

   

  • Our Response on 03/20/2024:

  Hello ***** Our Community Manager has been in touch with your household, and we hope you found it helpful. Our Community Manager provided details and contact information about your account. If you have any questions along the way, please don't hesitate to contact the office team. - SRG ************************* (***************************************)

   

   

  • Our Responses on 03/06/2024:

  Hello **** Our Community Manager spoke with your household this week, and we hope you found it helpful. Our Community Manager provided details and contact information about your account. We sincerely appreciate your feedback about your time at The Grove, and please dont hesitate to reach out if you have any questions. - SRG ************************* (*************************************** )

   

   

  In addition, we worked with their collection case manager per their request. Sent zero balance letter on 03/19/2024 via email and left a voice message immediately after the email was sent.

   

  If either previous resident has any additional questions, please have them reach out to our leasing office.

   

  Thank you,

   

  ******

   

  
  
  

  ***********************| Community Manager