Complaints

This profile includes complaints for Concord Rents's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Concord Rents

  2605 Maitland Center Pkwy Ste A Maitland, FL 32751-4135

  
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  Beach Village Apartments

  1100 Beach Village Cir Palm Coast, FL 32137-3100

  
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  Lakewood Pointe Apartments

  11106 Lakewood Pointe Dr Seffner, FL 33584-4309

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  Newnan Crossings Apartments

  955 Highway 34 E Newnan, GA 30265

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  Concord Rents

  5150 Millenia Blvd Orlando, FL 32839-5620

  

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:01/24/2024

  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.

  Submitted signed app for apartment at Concord Rents' ****************** this Sunday. ALL required docs sent in advance of signing form. Although provided explanations in advance, received questions exactly related to the explanations already given. Whoever words screening questions, wrote me emails asking me UNRELATED inquiries, i.e., Section 8 - don't have, paycheck amount stating Year To Date in weird connection to my LONG AGO start of employment from July 2006 (instead of recent YTD Jan 2023 thru Dec 2023 or even YTD Jan 1, **** to present), charity payments specifically addressed NOT applicable unless an apartment approved, etc. Given run-around & met with repetitiveness after clear, concise responses given. Suddenly, after voicing my discontent with how IMPROPERLY paperwork "screener" handling app, next finalized denial email response today stated my application denied due to my income...not actual income though ----- falsely PROJECTED high income. Application falsely denied claiming "calculation of my income anticipated during the next 12 months may be higher than the income that I actually receive." I work for a hospital $19.22hr / 40 hrs weekly & receive $184.62 in child support biweekly. No hospital will pay me over abundance of funds yearly for call center work and we KNOW child support is not going to give me an increase. I have no other sources of income. Now, add to my list of complaints...the 'screener' can't count. With income denial ----- refund of $350 holding fee is due. Refund should have been automatic via my original form of payment ***** card) so that I do not have to do a charge-back or via mail. 2-factor income guideline for applicants' salaries 60% $42,180yr or 80% $56,240yr allowed for household of 2; "screener" failed to even extend secondary option to me as courtesy. Blanket responses using template when situation calls for accommodating a specific scenario, unacceptable.

  Business Response

  Date: 01/25/2024

  Dear *********************,
  
  You are correct, we do use templates when responding since this keeps the communication professional.  You stated on your application that you get rental assistance. When we asked for the Section 8 Voucher, you stated you do not have any rental assistance approved at this time.   See attached picture of snapshot from your application.
  
  As you know, ****************** participates in an affordable housing program which restricts occupancy to households with income at or below the income limits published by the ********** of ******* and Urban Development.  We must follow federal regulations regarding the calculation of income to document each households eligibility.  We must ask these questions and obtain all applicable documentation to remain in compliance.
  
  When you completed your application, you were presented with a screen that detailed the Application Pledge - see attached picture - Application Pledge
  
  You currently can obtain a copy of your tenant screening report to review your credit and see what you were declined for. You also received a Denial Letter that details this out. If you dont agree with anything in the tenant report you are welcome to dispute this with the ****************** Screening Works at **************.
  
  Thank you,
  
  Application Support Team 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21196051
  
  I am rejecting this response because: This is a BLATANT LIE....actually MULTIPLE BLATANT LIES throughout process and now. See Page 7 of my original application attached. Get your facts straight: NEVER was Section 8 mentioned in my application NOR did you ever send a Section 8 inquiry in your first list (with the poorly written question and YEAR TO DATE yet constantly remarking July 2006 HIRE date). So, what I see is that your organization has been historically MANUALLY changing applicants' responses in order to steal their deposit. Again, Get Your Facts Straight. It was only AFTER my discussion with ******/****** VIA PHONE where I notified her an organization agreed to pay for my deposit and last month ONLY UPON APPROVAL for an apartment. Thereafter, Section 8 became a part of the story suddenly (not of my doing); we also discussed my address and the fact that I am in a homeless living in a hotel #1) Section 8 commits to paying a person's rental on a monthly recurring basis. #2) I clearly told ******/****** the organization is called "Coalition for the Homeless" --- your companys calls are recorded, pull the call and verify --- no mention of Section 8.#3) I put the Coalition advisory as one of my original application attachments and your ****************** team deleted it themselves. You had the proper name of the organization from Day 1 of my submission, yet as with your host of mistakes,you wrongfully switched the name to Section 8, so YOU FALSELY SUBMITTED NOT ME.I **** ALL proof of every item noted on application. Even told you in advance that 2014 Edgewater Drive #*** is my *** Store mailing address while *************************** is my domicile (where we live). Attached is yet ANOTHER of your errors. You MISTAKENLY **** me an emailed letter on Friday...back dated to January 24 (another lie of yours) addressed to *******************************************************Just make sure you get the address correct for mailing my $350 refund. Any further delay and Local 6 and any other news media outlet I can gather will be communicating with your Oviedo location and you in Leadership in Maitland UNCOVERING your FLAWED history of denying people's applications and keeping their holding fee out of spite once offended when poorly worded questions are addressed.  Spotlight is on your office/company's historically dishonest practices, Class Action lawsuit to encompass others who you all have done this to company-wide. Check my history, years ago I applied at your Winter Garden site when the 80% with the higher salary threshold option did not exist and it was a totally DIFFERENT: professional, courteous, respectful experience. The young lady called me, explained issue to my understanding and immediately processed my $250 refund, flawlessly. It was $100 less back then and a better quality of service. I apply again years later and you have utterly destroyed the customer CARE experience. TEAM NEEDS TRAINING. You don't disqualify an applicant off of feelings then lie to cover up. You said salary disqualified me. I ONLY have 2 sources of income, period: employment and child support.
  

  There is no question as to my credit worthiness with the application. I was denied due to income and have included my ORIGINAL denial letter as with my ORIGINAL application ---- you guys keep making changes / modifying documents and pre****ing FALSE claims. Everyone in the world knows my credit is HORRIBLE which is the foundation of WHY I'm seeking an income restricted dwelling-----because I don't have a lot of money!!!! AND I'M HOMELESS. After you felt offended by my pointing out the issues I have with how horribly repetitive and the erroneous errors are in my app process, you quickly tried to give yourself an out when I said I would appeal. You never utilized credit as your initial denial reason...you indicated my gross income anticipated in the next 12 months would be higher than I actually receive. This whole process is riddled with your mistakes from the start. Send me my $350 refund and ensure it goes to the correct address or back to my original form of payment (preferred). I am bringing attention to your company's poor practices set as a bait and switch to try to keep people's money. From your reviews and formal complaints it's been a habitual practice. Allow it to stop with me. Properly train your team to handle customer care aspects more appropriately, accurately and courteously and please refund the $350 deposit/hold that I had paid so I can move forward with paying my other application fees to find a new place to live out of this hotel.  This situation is not cut and dry as you have pre****ed it or what you see in your botched files. I have attached my proof and listen to the phone call I made with ****** as my proof. No lies were pre****ed on my application AND I **** all explanations and proofs in advance of even being asked any questions. Your team's due diligence is in question.
  
  Thank you, 
  ***************************

  Business Response

  Date: 02/06/2024

  When **************** applied, she checked the box that asked if the household would be receiving rental assistance from a federal, state or local government (for example a Section 8 Housing Choice voucher, a Veterans Affairs Supporting Housing (VASH) voucher, a ***************** (USDA) voucher,or assistance from a state, city or county program) answering yes.   Her application was screened based on this answer and was approved. (see attached screenshot)
  
  When our analyst requested a copy of the rental assistance voucher, she responded that she did not have Section 8 or any of the other vouchers as noted in her answer on the application.  At that time, the application was screened based on this change.  This screening resulted in a denial based on the credit history of the applicant.
  
  We follow all state, local and federal regulations when reviewing all applications for our communities.  ****************** holding fee refund was processed on 1/29/2024 credited back to the debit card used to pay the fee.  
  

• Initial Complaint

  Date:01/21/2024

  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 company has a bulk package with Spectrum that I was advised was optional when signing the lease. There is nothing in my lease what so ever mentioning this bulk package. The company has now placed a block on my account with Spectrum, forcing me to subscribe to their bulk package wereas I wpuld pay them teice as much as I would Spectrum for internet services. Again there is nothing whatsoever in my leasing were they reserved the right to do this and management admit that, they also refusing to remove the hold. I wrote a formal complaint letter to my manager about this issue and have received no response.

  Business Response

  Date: 02/06/2024

  Hello, 

  We apologize for the misunderstanding. On page 12 (item R) on the signed lease agreement, it states 'if internet/cable services are provided by Concord Management at this community, please be advised that no other service provider has the legal right to deliver internet/video services to the apartment home through community wiring. You agree to notify us if you become aware of any other provider attempting to offer such services.'.  I hope this clarifies any questions that you may have. Thank you!

  Management

• Initial Complaint

  Date:01/15/2024

  Type:Customer Service 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.

  Im a resident at **************************** which are owned by Concord Rents. I moved in Feb 2023 and my lease was always set to end Jan 14, ****. I have questions about my lease ending and havent been able to get in contact with anyone from the leasing office. Ive been calling and emailing for 2 weeks and have not received any response. I want to know why they are charging me a full months rent for ******* even though my lease is ending Jan 14th and I will only be occupying the unit for 14 days, I think I should be paying a prorated amount. If I have to pay a full months rent for ******* then I will be staying for a full month but I will not pay them anything until I get my questions answered. I also would like to know what do I do about my lease ending? I know some apartments schedule a walk through for your apartment when youre moving out. Also, youre not even able to get in the clubhouse to speak to the leasing agents since the doors are always locked, you have to schedule a time to come in which is impossible to do since no one answers their email or phone. Im desperate to get a response and have my questions answered and if I dont then I will just handle things the way I deem appropriate.

  Business Response

  Date: 02/15/2024

  I apologize for you have had difficulty reaching our office.  On 1/18/24, our ******************* Director has record of speaking with you about vacating the apartment as you indicated that you were possibly relocating.   At that time, you were advised to come into the office to sign a notice to vacate with the appropriate date you had planned on vacating.   Since we have not received this signed confirmation of your intent to vacate, your current residency has continued on a month-to-month basis as outlined in your lease agreement.  We have attempted to reach you as well with no such luck.   We are happy to continue your residency and have requested a new lease agreement for you.  Please contact us as soon as possibly by phone at ************ or by email at ******************** so we can assist you further you any balance due on your rent.

• Initial Complaint

  Date:01/11/2024

  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.

  I moved June 06, 2020 and didn't have any type of problems with the company until they changed the administration around the transition from 2020 to 2021 when Ilusion and the others were brought to take over the administration. On December 05, 2020 I notified the administration that I was unemployed and that I was receiving unemployment. I receive a form of Coronavirus Relief Form from Sol, I never got an answer to whether or not if I had received the aid until January 04, 2021 that I go to the office in order to request the document to return the apartment. Ilusion and ******* informed me that they couldn't let me go because I was approved for an amount of around $8,000 or $9,000 for the coronavirus relief program, along with still receiving unemployment I never failed to pay the rent. Ilusion had told me that she couldn't let me go because I will lose the aid but couldn't refund me the money that I had paid towards the rent before get notified that day that I had been approved for the aid. On July 22, 2022 I had opened a request to get the sink fixed because it was broken and it wasn't until September 2022 that they got it fixed. In October 01, 2022 I received a water bill of an amount of $156.16 that I was charged for due to Concord Rents constructing the new apartments which they have now at the front of site and I had created a dispute because at the time my daughter was in college and work so I was the only one at home and the amount as well was from the water sink that was broken. I traveled to the main office in Maitland and got interviewed by the secretary of the owner ***** which she notified me that she was going to talk to her manager and her manager called me a few days with her phone blocked and in the conversation, she explained to me that his shouldn't have happened but that she was going to give me a credit of $100 within ***** hours and I never received it so that I could make the rent payment of October. Now I owe $4200.28 from $1454.53.

  Business Response

  Date: 01/12/2024

  In reviewing the records for this resident, there were payments made from the **** Covid Assistance program and those were credited to her account and 12/28/2020 and 02/19/2021 and covered her rent through June 2021.  We do not have any records of a work order or other request being placed regarding the water bill until October.  At that time, a bucket test was done and resulted in a $100 credit being posted to ****************' ledger on 10/1/2022.  

  **************** submitted a Notice to Vacate that was signed and received on 10/17/2022 and moved out on 10/28/2022.  As per the provisions in her signed lease and the failure to give (60) days notice to vacate, her account was charged for (33) days of lost occupancy from 10/29/2022 to 11/30/2022.  In addition, there were charges for cleaning and damages to the carpeting which had to be replaced .  **************** was provided a copy of the Deposit Disposition which listed all charges.  
  

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21128595
  
  I am rejecting this response because first on the lease I choose the option 2 which is to pay an apportionment when a lease is broken before the 12 months because I bought a house. Second, I have a video which shows the conditions I left the apartment, I ************** to be present when the inspection of the apartment was going to be conducted I never was called which I dont have the certainty that they went into the apartment and broke the things that they are overcharging me for. Additionally, the dates of the charging for the water bill do not match with the dates of emails provided. Concord Rents ARE LYING when they inform that they accredited the $100, when the accreditation of $100 was done after a case was open in court. I was obligated to live the 5 months for the ***** assistance because Ilusion didnt let me go didnt refund me the money for the ***** assistance OF COURSE I HAD TO LIVE THROUGH THE ASSISTANCE, I payed the 5 months of assistance relief that I received with the unemployment that I getting, they say whats coincident to them. I NEED SOMEONE TO HEAR ME PLEASE!!! I dont understand why the **************** still allows this business to run when they have over 100 complaints and are rated 1.5. This is crazy they should be SHUT DOWN! I have plenty of evidence that contradicts every word these people are saying please hear the complaints from everyone and do every customer of them a favor, SHUT THEM DOWN. If customers have the truth with evidence, why do people choose the lies. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/23/2024

  The information provided in the last response is all we have on this account.  Please note that we have followed all procedures correctly according to the law and regulations pertaining to our property.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21128595
  
  I am rejecting this response because Concord Rents dont want to accept that they are wrong and that they are overcharging their clients or past clients. This is why I opened a case in court with them. How much more evidence do they need because I have everything? In the papers it shows the different amounts from the emails? Why is it so hard for you as a business to accept your mistakes? Its ridiculous, grown people cant accept mistakes. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2024

  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.

  It has been months of me contacting ***************** due to noise above my unit. It has been going on for months and no one has done anything about it except emailing the people above me one time. Its been happening since July. I have videos recording of the noise it goes on all day and night 1:30-6am.. Ive emailed the office, had cops come twice, and nothing has been done..Now I go to corporate and they hand me some numbers to call and I still havent received calls back about my situation when I was told they will contact me over and over. Ive been living back home because I havent been able to sleep in months due to the loud noise above me. Its not just feet walking its way more, loud music, vacuuming and kids playing/screaming at 2 am, yelling, furniture dragging etc. from midnight to 6 am everyday has not stopped. And if the noise isnt bad enough Concord Rents has been completely incompetent in something as basic as making me feeling heard in this situation, they have laughed in my face, and now what seems as blocked my number as no calls will now go through but will on all other devices and phones I try on. So many people are aware yet do nothing, not even help with ending my lease and my paper trail can prove that multiple people have been aware for over 6 months.

  Business Response

  Date: 01/23/2024

  This in response to Complaint ID: ********. 

  This matter was settled with the resident on 1/11/2024. *************************** stated he would retract the initial response since resolved. 

• Initial Complaint

  Date:01/02/2024

  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.

  My mother resides in a concord managed senior apartment property in *************/ Ormond area and is up for renewal. She is being asked to provide an affidavit for any and all money received via cash app within the last 6 months even for amounts as low as ****. The affidavit wants each person that ever sent a cash app to sign how much and how often they provide support. Just because someone sends her a cash app for gas money here or there, that does not mean we are providing support. This is ridiculous because these are not even consistent incoming cash apps on the cash app statement. Concord is saying if this isnt done by the renewal she will incur a ***** late fee for each month. Her grandson is 8 years only and because he sent her a small amount to purchase something for him, they are asking for an affidavit from him as well. Wouldnt it make more sense to have the resident sign an affidavit that no one else provides support on her behalf ?

  Business Response

  Date: 01/03/2024

  Please advise your mother's name and the name of the community so that we can respond to your comments.  Thank you.

• Initial Complaint

  Date:12/28/2023

  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.

  I would like to bring to your attention that my dryer initially malfunctioned in August. Although a quick fix was performed, the dryer broke again in November. I have formally requested a replacement since the current one is not operational. Unfortunately, the office has not provided a resolution as of yet.I would like to emphasize that I pay a monthly fee of $60 to ensure the functionality of both the dryer and washer. Due to the non-functional dryer, I have been compelled to use a laundromat, incurring an unexpected expense of $160 in the past month alone. This situation is not only inconvenient but also represents an unforeseen financial burden and an inconvenience to my daily routine, necessitating a prompt resolution.

  Business Response

  Date: 01/18/2024

  The dryer was replaced with a new one on January 3rd, ****. Ms. **********;currently has a new dryer installed and working.  We apologize with Ms. come for the delay and  credit adjustment was issued from the day the resident summited the work order back in November to today January 3, ****.

• Initial Complaint

  Date:12/16/2023

  Type:Customer Service 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.

  Applied for an apartment to reside in . Upon application their disclosure mentioned application fee of $90 is nonrefundable, and the holding fee of $350 is refundable to reserve an apartment, both were required to be paid to further proceed with the application. Payment confirmation number: ****** After paying and submitting the application I received an email stating within ********************************** via email with the status of my application. Almost 72 business hours passed, and Parc Hill sent no additional documents. I attempted to call for several days reaching voicemail many times. After many days reaching out with no response, finally they anwsered and shared they have no available units for me, and my income didn't meet their requirements, so at this time I wouldn't be able to move in . They shared the holding fee of $350 will automatically go back into my account. and that there is nothing further I need to do . I was in distress because I hadn't had any other information regarding my application except the verbal denial on the phone with them. I thanked them and the line was disconnected. On Oct 1, the only further documentation I received from Parc Hill was an Tenant Screening Report, stating "Your individual report was affected by , Borderline income Qualifications" .A week passed I didn't receive my funds back, I was unable to reach them via phone number so I contacted their management directly , and their records show I was never denied, rather the application was canceled. I continued to request additional clarity , because I was verbally denied , due to no available units and my income. Mr.*** shared only the Leasing Agent has the option to cancel the application. Canceling an application isn't an option for residents/non-residents/future residents. Parc Hill cancelled my application and claimed I did. Parc Hill states if a application is canceled they don't have to send back funds for the holding fee, only if the application was denied.

  Business Response

  Date: 12/18/2023

  This applicant applied on 9/28/23 and then on 10/17/2023 disputed her holding fee of $350 leaving a balance due on her account. The applicant has her $350 in the account with which used to apply.  We would not refund the application fee of $90, and this is stated several times prior to paying this fee. If the applicant has additional questions, please email us at ****************************** and we will respond. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 21013904
  
  I am rejecting this response because:
  Please share what is the income requirements of the date and time I placed my application. I was verbally denied over the phone by Parc Hill leasing agency. Therefore I am due my refundable holding fee, because my application was denied by Parc Hill leasing agency based on my income, and units available . 
  
  Sincerely,
  *************************

   

   

   

  Business Response

  Date: 12/19/2023

  The applicant disputed the holding fee, so we were never paid it.
  

• Initial Complaint

  Date:12/11/2023

  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.

  I moved out of ******************* ******** union approval from the on-site manager *****. Upon me speaking to her a week prior i explained to her that I was moving out a few days early due to my mother having an issue and I was moving to Georgia. She didnt not state I would be changed for moving out a day early. Upon me receiving my deposition letter on 12-8-23 that was over 30 days late. I Tried to notify the office prior due to me seeing I was being charged for (2) water bills and I do not understand why. My water bill increased from $77.00 to $****** and higher. I reported this and also contacted the water company. She didnt not handle the paper work on time and correctly and so I didnt not get a credit. They said they fixed the leak but obviously it wasnt fixed if my water bills was still over $150.00 Im being charged for a cleaning fee when the apt was cleaned. WE CLEANED EVERYTHING. I knew I needed this money back for my kids Xmas. Im being charged for a door that was reported to ****** maintenance who they moved to another location and it was not fixed properly. The door was not able to be closed or lock for a whole year..the door k*** was broken they fixed once and I was unable to lock the door for a year.I was charged for A bag that belongs to the on-site maintenance man with his paint brushes in. For (2) holes I have no idea where they came from. For grout damages were roaches were coming from and I reported. A lot of these damages was from the tenant before me and Im being held responsible. ***** will not return ANY of my phone call and these charges are unfair. Out of $1605 Im receiving $319.00..I believe Im being changed due to me contacting corporate on her (2) times.. I do not agree to this changes. I ended up being charged currently for a water bill from Aug 2023 that was paid with rent and insurance from 10-3-2023-11-30/23 when I wasnt staying on property. I should only have one water bill that is ******.

  Business Response

  Date: 12/18/2023

  This is in response to the BBB complaint filed December 11, 2023, ID ********.
  
  While you did have approval from the site manager to turn in keys one day early, this doesnt negate the lease contract which ended October 31, 2023, the account was charged for the remaining day of the lease contract.
  

  The lease contract started November 1, 2022, the first water/sewer bill was not charged until January 2023, billing 60 days behind at move out the account was charged for the final two months of usage (September and October).
  

  Pertaining to the increase in the water/sewer bills, a review of the work orders indicates that the household did not enter any plumbing or other water related issues for this time bringing it to managements attention.
  

  Management does have in their possession photos showing items not cleaned at move out including but not limited to the oven, refrigerator, both bathtubs and several other items. Per your signed lease agreement, an invoice or receipt must be presented to management to show the carpet was cleaned. This was not done.
  

  Regarding the length of time, it took for you to receive the disposition, it was completed by our corporate office on November 3, 2023, only four days after the move out. We have no control on the ************* *********** time to deliver.
  
  During review of the deposit disposition, it was noted a $100 charge for the wall paint had been charged. This has been requested to be reversed as this was the accent wall provide by the community.

• Initial Complaint

  Date:11/20/2023

  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.

  10/24/2023 I was told by the judge and concord lawyer I had to pay $2390 they already had $2582.00 money they were holding and would not post to my account , after the hearing I had to pay an additional $507.00 in attorneys fees,I asked them to give me a break down of how they came up with the amount of $2390 before 10/24/2023 ,they filed an eviction for the amount of $2160.95 , I asked them to give me an break down of how they came up with that amount of money would not give it to me August September was already paid which was 1710.00 , after the hearing I had to pay $2390 plus another$507.00 I just paid $169.91 on 11/17 23 after I paid over $3000 dollars after everything was posted there was $1,385.00 left but they still left me with a balance of $95.00, I was charged more than what I actually the only thing I owe concord rents was $1005 and that was rent for October and $150.00 in late fees they charge two late fees per month $95.00 plus $55 , the $55.00 late fee is not in the lease agreement just the $95.00, I want to know what they did with the $1385 that was left over after everything was paid like I said I was over charged more than what iowed

  Business Response

  Date: 12/05/2023

  
  10/24/2023 the resident attended a court hearing to
  determine the amount of rent that would be required to be paid to the court
  registry.  During this hearing the Judge,
  the Property Manager and the Properties attorney broke down the amount of
  $2390.91 that was required to be paid. 
  The cost was determined by unpaid rent and late fees.  This money was not paid to the court by the
  due date, but the property agreed to accept the funds once a legal stipulation
  agreement had been signed.  The agreement
  was given to the resident on 10/31/2023 requesting the signature and that time
  was of the essence.  The stipulation was
  returned to the office with a rent payment for November, but it was not signed
  and therefore payment could not be accepted, and all monies were returned to
  the resident via certified mail. The resident returned to the office November
  15, 2023, with all returned monies and then signed the stipulation agreement
  that was again explained where the balance came from, including the fact that
  the resident would be responsible for all attorney fees in which the property
  agreed to break down into three monthly payments approximately two weeks after
  rent would be due to give the resident time between payments. All attorney fees
  were made do on the 16th of November, December, and January.  The resident incurred another late fee in the
  amount of $95.00 due to not paying the rent by the 3rd of the month
  which is written in the lease and the resident had ample time to sign the
  agreement and pay the money to the property but chose not to do so.  A final writ of possession was awarded to the
  property on November 14, 2023, and yet the property chose to allow the resident
  to remain a resident rather than continue to the eviction even though we were
  well within our right to evict the resident.
  The $2582.00 that this resident says was not posted to the
  account was in fact returned to the resident as a property cannot post payments
  unless a legal stipulation agreement has been signed or the money has been
  released to the property following an eviction.
  This resident was provided with a ledger beginning from the
  last time the account was at a zero balance in May of 2023 through the month of
  November 2023.
  Resident signed the stipulation agreement, and all rents
  were accepted and posted on November 15, 2023.

   

  Lisa M***** 
  Senior Community Director

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

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******