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:11/11/2022

  Type:Product 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.

  We moved out of the Montrachet apartment complex on 9/30/22. Prior to move-out, Montrachet staff completed an inspection on 9/20/2022 at 2:00pm. We were told that everything was in order and no repairs/alterations were necessary to assure the return of our security deposit. The apartment had been painted prior to our move-in in January. We never hung anything on the walls, did not paint, and did not damage the walls. The carpet was in the same condition it was in at the time of our move in. We moved out of the Montrachet apartment complex on 9/30/2022. We sent confirmation of same to the leasing office the same day. Due to a prior experience in which the leasing office alleged they had not received a pre move-in payment despite having provided us with a receipt for said payment, we also completed a video walkthrough (timestamp of walkthrough attached as "File Info.jpg"). We have uploaded this walkthrough to a public ****** Drive folder for reference: https://drive.google.com/file/d/1Gh3vHm7hQZzKBDmquYNOguuTKkrvjwIZ/view?usp=share_link We dropped off our keys at the leasing office on 10/01/2022. We requested a move out walkthrough to confirm that all was in order. We were told this was not necessary. On 10/13/2022, I e-mailed the leasing office to ask when we should expect to see our security deposit refund. I e-mailed again on 11/1. I was told a check would be re-issued. After receiving no reply, I e-mailed on 11/9 to request a status update (full e-mail thread attached). We were provided with the aforementioned statement on 11/10. We received a statement on 11/10/2022 indicating we were charged for painting, carpet repair, and cleaning, with the sum exactly matching our deposit. Our security deposit has not been refunded. The organization has acted in bad faith throughout our time at Montrachet. Given the elapsed time, we fully expect that fraudulent photos will be produced to justify the fees. We simply want our security deposit to be returned in full.

  Business Response

  Date: 12/08/2022

  Hello, 

   

  Thank you for sending this email.  ************ has not managed this community since November 2021 when the previous owners sold it, nor I have I managed Montrachet since November 2021.  The owners that purchased the community in November 2021 are also the management company.  This complaint should be forwarded to them to respond since the complaint occurred under their ownership and management.  The current owner and management company is *********************.  The current manager at Montrachet is *************************** <***************************************>.  Please let me know if you have any other questions.

  Thank you, 

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