Complaints
This profile includes complaints for Concord Rents's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 223 total complaints in the last 3 years.
- 69 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/10/2023
Type:Service or Repair IssuesStatus: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 have been complaining for 1 year about humidity and fungus in the apartment, with photos and evidence. As a result, my son ****** said ***** **** has been getting worse and worse with his asthma, he has ended up in the hospital countless times with respiratory problems that have been caused by the fungus and the humidity in the apartment, for 1 year I offered several opportunities to the company because of the love I have for the place where I live, but everything has escalated, my son is deteriorating, getting worse and worse and my son's doctor sent several medical letters specifying that the humidity, The fungus, in short, is making my son sick, because he saw the photographs and was able to identify that the fungus and the humidity are what are making him sick. The building does not want to accept that it is humidity in the air and fungus, they do not want to pay for the damage to my mother, my clothes, shoes and objects in my home affected, I have asked them to respond but what I want is for them to pay at least the Damaged bed matress that made my son sick and damaged things and they returned my deposit, but they seeing it with their eyes, I having evidence yet they do not want to accept that it is fungus. Unfortunately, my son's health has been getting worse and I need them to answer for it, to answer to you and the state for this situation that is making their tenants sick. I am grateful to the complex for the years I have lived here but I am disappointed because I expect them to respond adequately for the years I have been here. I have photos and evidence..Business Response
Date: 12/06/2023
All work orders entered by the ************ were responded to in a timely manner and resolved. We have been corresponding with the ************ and have requested more information to be better able to assist her.Customer Answer
Date: 12/11/2023
Denuncia
: ********
Rechazo esta respuesta porque:Ellos quedaron en pagarme los daos y no lo han hecho.
se le enviaron mltiples fotos de todos los daos de las cosas daadas y no e obtenido respuestas.
Atentamente,
****************************Business Response
Date: 12/14/2023
At this time, we are attempting to reach a fair settlement. We will be contacting ************.Customer Answer
Date: 01/03/2024
Yo respond varias veces, inclusive **** les escrib ms ****** de esta.compaia con fotos de evidencia y su pgina no envi el contenido.
No quiero cerrar el caso porqie estas personas estn cometiendo un acto de injusticia.
Ahora mismo estaba escribindole ******. Yo si le escrib, su pgina no dej que puboicara fotos, tuve problemas tcnicos con su pgina
No quiero que la cierren porqie tengo ms ****** con pruebas, fotos y evidencia que enviarles hoy.
Customer Answer
Date: 01/03/2024
Yo respond varias veces, inclusive **** les escrib ms ****** de esta.compaia con fotos de evidencia y su pgina no envi el contenido.
No quiero cerrar el caso porqie estas personas estn cometiendo un acto de injusticia.
Ahora mismo estaba escribindole ******. Yo si le escrib, su pgina no dej que puboicara fotos, tuve problemas tcnicos con su pgina
No quiero que la cierren porqie tengo ms ****** con pruebas, fotos y evidencia que enviarles hoy.
Customer Answer
Date: 01/03/2024
Yo respond varias veces, inclusive **** les escrib ms ****** de esta.compaia con fotos de evidencia y su pgina no envi el contenido.
No quiero cerrar el caso porqie estas personas estn cometiendo un acto de injusticia.
Ahora mismo estaba escribindole ******. Yo si le escrib, su pgina no dej que puboicara fotos, tuve problemas tcnicos con su pgina
No quiero que la cierren porqie tengo ms ****** con pruebas, fotos y evidencia que enviarles hoy.
Customer Answer
Date: 01/03/2024
I More responded several times, including yesterday I wrote more complaints about this company with photos of evidence and their page did not send the content.
I don't want to close the case because these people are committing an act of injustice.
Right now I was writing complaints to him. I did write to you, your page didn't let me publish photos, I had technical problems with your page
I don't want them to close it because I have more complaints with proof, photos and evidence to send you today.
Information...Customer Answer
Date: 01/04/2024
buen da no cierren mi caso porque yo le estoy tratando de responder y su pgina me da problemas les envi una captura de que no me **** enviarles las respuestas, he intentado muchas veces y no me lo permite, no me cierren el caso porque tengo mucha evidencia que mostrarles y ****** actualizadas sobre este asunto.
Por favor aydenme a poder corregir el problema de su pgina para yo poder seguir respondindoles, pero no me cierren el caso Por favor.
Good morning, please do not close my case because I am trying to respond and your page is giving me problems. I sent you a screenshot that it does not allow me to send you the responses. I have tried many times and it does not allow me. Please do not close my case because I have a lot of problems. evidence to show them and updated complaints on this matter.Please help me correct the problem on your page so I can continue responding to you, but please do not close my case.
Customer Answer
Date: 01/04/2024
No me cierren el caso, su pgina no me deja ******** los mensajes.Customer Answer
Date: 01/04/2024
No me cierren el caso, su pgina no me deja ******** los mensajes.Customer Answer
Date: 01/10/2024
Complaint: 20852391
I am rejecting this response because:ConsumerMost Recent MessageDate Sent: 1/4/2024 3:34:21 AM
No me cierren el caso, su pgina no me deja ******** los mensajes.
Sincerely,
********************************Business Response
Date: 01/12/2024
On 10/23/2023 the Regional Manager, ***************************, spoke to ************ about her notice to vacate. At that time there was no mention of any issue in her apartment home as she was inquiring about fees related to not being able to provide the required 60-day notice. We agreed to work with her and not charge any fees related to the insufficient notice. We responded to any request that ************ entered in a timely manner throughout her stay at The ********************* and have continued to communicate with ************ by phone and e-mail. An offer was made however, ************ has refused to accept this settlement offer.Initial Complaint
Date:11/08/2023
Type:Billing IssuesStatus: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.
11/1/2023 I was charged a $95.00 fee that I should not have been charged. This is an error on their part as I was locked out of the website and unable to access to pay my monthly rent. I was not able to fully access until a day later when I spoke to management and they removed the block.Business Response
Date: 11/17/2023
A refund check in the amount of $95.00 was issued and mailed.Customer Answer
Date: 11/19/2023
I have not received a check when was it sent and how?Customer Answer
Date: 11/21/2023
Complaint: 20842335
I am rejecting this response because:I have not received a check when was it sent and how?
Sincerely,
*****************************Business Response
Date: 11/21/2023
The check was cut on 11/17 as noted previously. It should arrive in the mail by next week. We areInitial Complaint
Date:10/23/2023
Type:Customer Service IssuesStatus: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.
I am a housing voucher recipient, so is my daughter and we are having a problem with our landlord Spring Lake Cove apartments.
I have notified them and so has she that we, will not be resigning with them at the end of our lease 12/31/2023.
They sent out letters that were posted at our doors, I am including a copy of the letter.
The letter stated that we are supposed to recertify when dealing with official documents meaning the letter came from the landlord. The date that showed 1st was 12/2/2023 supersedes any other date posted.
The letter said that we needed to finalize certification by December 2, 2023. We sent a 60-day notices to them from October 1, 2023.
We also filled out a notice to vacate forms and returned them to the office manager.
In the ending of the same paragraph, it says that if not finalized by October 2, 2023 that a late fee will be charged.
The fee that they charged us was $70, I am including a screen shot from my account but we were both charged.
We told the office manager that we have notified them 2 months in advance, that we do not plan to renew with them.
I asked that they remove the fee from my account and my daughter.
I was told that even if I am not staying, a new application still has to be completed.
This means to me; if I do a recertify which is redoing an application that we would be stuck in another contract with them.
This company is trying to take away our rights of choosing where we want to live.
I believe that this company is padding their books so it looks like they have new applicants coming in and they do not.
They are just recycling current applicants as new ones. They are holding us hostage for their benefit, there is a sentence in the letter
that say don't waste your money on a costly and unnecessary fee complete your questionnaire today.
This is not a questionnaire it is an application.Business Response
Date: 10/25/2023
Upon investigation we did find that the recertification late fee was charged automatically by our system in error on both account and the fee has now been reversed.Customer Answer
Date: 10/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:10/18/2023
Type:Billing IssuesStatus: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 name is ******* ****** a tenant @2165 #105 since February 2023 I am on a fixed income of social security disability and I have a fixed rate section 8 voucher in which I will be in violation off if I do not honor and abide by the guidelines of this section 8 voucher with that being said I have been asking for help with the ongoing of being charged approximately $778.00- $ 800.00 dollars since July and as well for the
Months of August, September and October my previous bills upon moving in the until for February, March, April, May and June were totaling under $70 dollars . This is not my doing and I ask that this be removed immediately since then I’ve been threatened with eviction and also treated extremely poorly and as much yell at and demeaning and Vulgar word and racial slurs or comments as you people and so forth have been spoke to me by The office manager I’m totally afraid to enter the office or to meet with Krista the office manager due to her attitude and her cruel and demeanor , there is no way humanely euthanized physically possible that I am responsible or have done anything to create a “SEWAGE” bill with such outrageous amounts there is something that’s in side the filter or septic or pipes or inside the toilet or walls that’s not visible by the naked eye as a tenant I’m not trained to do this kind of work after being asked several times why didn’t I submit a work order this I have on numerous occasions and maintenance has repeatedly said there’s not wrong with the toilets they are not draining or still running as I would be aware if the toilets in the home we’re running or draining and I would then put a work order in I’ve asked to have a professional team come into the unit to make properly assessment and rectify the problems that may be going on that is beyond my doings or control, upon reading my lease I’m not aware if I’m over looking but it doesn’t say a word about sewage or sewage that range from 800 per month upon calling the number on the bill for sewages they state that no one from the office has complied with the 5 request for an inspection by a professional train specialist to find the root problem but after speaking with the manager of the company I was told that it’s totally impossible for any one tenant renting a 4 bedroom apartment to occur a bill and that there is clearly something wrong inside the pipes walls or underneath the toilet which simply needs repair please I’m asking again for help instead of allowing this urgent matter linger any further each month there is 800.00$ being tallied .
I’m asking that this be rectified immediately and theses amounts be removed at once if even If I have to be place in another unit just until this issue is addressed properly I don’t believe anyone living in Kissimmee Florida can afford to pay this extreme amount for sewage and still have to pay for Rent, And other utilities and bills and survive
************
Thank you
******* ******Business Response
Date: 10/20/2023
VRD, Iris O**** met with resident on Wednesday, October 18, 2023, and went over the water/sewer charged for the months of July and August. This overage was due to the toilets running and charges normalized for the month of September usage. VRD provided the new RUM WS charges to the resident and offered a payment plan for the balance. Resident signed payment agreement and made a rental payment of $1000 towards her balance.Initial Complaint
Date:10/10/2023
Type:Customer Service IssuesStatus: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.
applied to lease a 2 bedroom 2bath den apartment
at the new , ******** ****** apartments in port orange Florida All required documents were sent in about august 20th received an email saying congratulation your application has been fully approved on August 25 at 2;57 pm
saying I would be contacted by a team member in 72 hours No one has contacted me as of today about my unit move in day or anything
I ve made several , calls and emails , NO ONE WILL RESPONE
I,ve called concord rent again and was told someone was going to call just wait that was end of September and was placed into resident portal by an agent but no one has called or sent an email , I called ******** apartments someone name mike said he would call me back that was sept 29th 4.30 pm Person never called back asked if they were open now and leasing he said yes I have not Received any information about this nor did any person call back as he stated
I contacted concord rent again was told they would email ******** Apartments to contact me about unit and to give them 72 hours I replied thank you and ok
That was Oct 4 2023 now its Oct, 8th Still NO REPLIE, There are ads stating all over the internet there leasing and to apply but once they receive your money you can not contact anyone about your unit no information no return emails money just gone
then I read about all the complaints on BBB about them I am at alost for words , I was just trying to rent an apartment , I live in ohio there many things that need to be prepare for , but i cant not get any results I filled I have been scamed and wasteing time with this apartment want either the unit I requested or please refund my money at once And I like an explanation on why there advertising units and they are not responding once you pay them your money
PLEASE REFUND ALL OF MY MONEY OR APARTMENTS AS I REQUESTED SO I CAN MOVE ON WITH MY PLANS THANK YOU THATS ALL I AM ASKING ,Business Response
Date: 10/17/2023
Ms. ******** applied at one
of our brand-new communities that was under construction at the time of
application. Although it is our goal to respond and schedule move-ins in a
timely manner, we cannot guarantee an exact move-in date only a move-in timeframe
while the property is under construction, and we do our best to communicate this
with our customers. The onsite team has
been in contact with Ms. ******** and a move-in date has been scheduled for the
requested 2 bedroom with den apartment, therefore no refund is due at this time
as she will be moving into the community. We take pride in our communities and
customer service, we appreciate your feedback, and sincerely apologize for any
inconvenience during this construction phase. We hope you enjoy your brand-new
unit at **** **** ****** ****** and should you need any further assistance, please reach out to the leasing office directly.Customer Answer
Date: 10/30/2023
I called concord rent and got in touch with a representative there and explained to them what was going on not able to contact there leasing office ,about apartment unit The representative contacted there leasing office and the leasing office contacted me ASAP within 24 hours and offered me the unit I had but a deposit on 2bedebath den which I have agreed to take upon viewing the unit ‘ I notify leasing manager Whalen at ******** Oct 18 2023 I would be there from Ohio oct 30th to view unit traveling from Ohio I also sent a copy of my travel reservation I was told I need to be there by Nov 1 so I am in Orlando today oct 28th will be go out to see unit oct 30 ‘so far everything has gone smoothly the communication has improved I was given by leasing manager his email so we can communicate which has been extremely helpful who ever the representative at concord helped me tremendously by contacting the right people to help so far I am satisfied with the process I do wish that all information is explain in the leasing process such as water tenant needs to pay and lease must be signed before seeing unit so I will get to see unit today hopefully it is what was advertised I would like to thank the people at concord rent for helping me obtaining a unit and contacting the right people and there leasing office also like to thank Bbb for being there to help with this process Thank you all very very much Concord rent and Bbb for all you all help
Initial Complaint
Date:10/03/2023
Type:Customer Service IssuesStatus: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.
Good evening. I have been in attempts to move out of my unit since I have received my Reasonable accommodation due to health issues in March 2023. I have been having trouble seeking a location as I was told by the leasing office I had to seek an availability with a sister community on my own. Sometime in August there was a sign that states there were 2 and 3 bedroom availability at my complex at ******** ****. I, then, reached out to the leasing office and was told this was only for tenants who are not in the HUD program and qualify to pay $1700 for the available units. I advised of my reasonable accommodation due to my health issue and they began to say this is not a qualifying unit. I continued to search for sister communities that had availabilities and seen ********* ** ***** **** in which had 2 and 3 bedroom availability now on 9/11/23. I was told to be placed on a wait list in which a advised of my reasonable accommodation and contacted my leasing office to also assist. They advised that I was denied however I disputed my credit issue and was told my Rentgrow that I now qualify. I sent another message advising of the change of response last week and no one reached out to me. I feel as I’m being outcasted and discriminated against due to my illness in which I was brushed off. I continue to dispute my credit and eventually get approved for these sister communities which also delays this process which is an inconvenience and my credit and disputes should be visible to Concord Rents. I’m in tremendous bodily pain where I’m currently residing and trying to find something more comfortable and it seems as no one is trying to help and my accommodation is being missed because of this disability. Where is the equal opportunity? Also being a resident for almost 4 years never paying late where is the assistance and guidance to help a person who is ill? It just seems as Concord employees are just skipping over me.Business Response
Date: 10/11/2023
We have been in contact with the applicant and are resolving her concerns with her.Business Response
Date: 10/25/2023
We have been working closely with Ms. Valle and she is now (at her request) on a wait list for one of our properties. We are going to refund any other application fees she paid related to this transfer.Customer Answer
Date: 10/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:10/02/2023
Type:Service or Repair IssuesStatus: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.
I reside in ****** ***** *** ** ****** ******* which is owned by Concord Rents. Both there elevators has been down for weeks now and there is 5 floors and I don’t understand how this complex treat their tenants, also garage gate doesn’t work so any/everyone can come into the complex hallways are flity, lights in the hallways have cob webs and spiders, dog pooh on the hallway floors. It’s just not a healthy environment and the complex should have more consideration for their tenants especially when they want their rent paid on time.Business Response
Date: 10/09/2023
Thank you for sharing your experience as this helps us to improve our customer relations. Please know that the maintenance issues with the elevators were caused by vandalism. We are making every attempt to repair them as quickly as possible. The contractor is awaiting parts in order to complete the repairs. We understand how frustrating this can be and realize that using the stairs is an inconvenience. Please understand that we are at the mercy of the vendor and the parts delivery but we are doing everything we can to restore them to service.
The building cleanliness is a top priority for us, but this is somewhat of a group effort. We work hard to keep up with the daily cleaning but it’s near impossible to achieve the desired results without community involvement. I can assure you that you and I, along with most of our residents, have the same goal when it comes to our residents treating the property in a manner in which they are proud to come home to. We have the common areas professionally cleaned on a weekly basis and cleaned by the building maintenance daily. We will continue with these efforts but unfortunately we can’t always control the resident abuse. If there is ever a specific area or issue that you would like addressed, you can always enter a work order and we will get the work scheduled. We will continue to address the needs of the community, but it requires cooperation from all that live there to keep it beautiful place to call home.
Customer Answer
Date: 10/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:09/29/2023
Type:Billing IssuesStatus: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.
Completed application process paid out 150 plus another 150 plus 250 holding fee when i cancelled the app cause they were giving me and my gf the run around investigating me like the police I canceled and asked for my money back was told cannot refund my money now I don't have money to throw away for these high app fees and holding feesBusiness Response
Date: 10/02/2023
The application that you signed on 9/19/2023 indicated the
following:
IN THE EVENT APPLICANT'S APPLICATION IS DENIED, ONLY THE
HOLDING FEE WILL BE REFUNDED BY MAIL IN ACCORDANCE WITH THE LAW. SHOULD THIS
APPLICATION BE CANCELLED BY APPLICANT (BY NOTIFICATION OF THE DESIRE TO CANCEL,
BY ABANDONMENT OF THE APPLICATION PROCESS OR BY PROVIDING FALSE, INCOMPLETE OR
MISLEADING INFORMATION) ALL MONIES, INCLUDING ALL HOLDING FEES AND/OR DEPOSITS
PAID UP TO $350.00 CAN BE RETAINED AS LIQUIDATED DAMAGES BY MANAGEMENT.
Unfortunately, the holding fee is forfeited since the
application was cancelled.Customer Answer
Date: 10/02/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ********** I paid a total of 150 2 times per person then a holding fee of 250 I don't have that kind of money to throw around Icancelled because I kept getting the run around I gave all my documents I had everything you asked for I sent told you Jessica was unemployed that was not suffice enoughBusiness Response
Date: 10/02/2023
Unfortunately, our response will remain the same.Initial Complaint
Date:09/21/2023
Type:Customer Service IssuesStatus: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 daughter, ********* ******** (formerly *******) and husband **** ******** completed an application to rent an apartment at ********** **** Apts in Sarasota, FL managed by Concord Rents. The application fee was $350 each with a total of $700. Payment was made via bank account. **** inadvertently typed the wrong account number and the application was rejected. Being from out of state, my wife and I visited the apartment office to settle the $700 application fee, however we were told that it was past 30 days from the initial application and would occur an additional $700 application fee. We commented that an additional $700 was unreasonable and they would not be applying again. After several phone calls with the staff at ********** **** Apts the situation was unresolved and the $700 went to a collection agency, where we settled her debt so it didn't effect her credit. If Concord Rent lost revenue due to an apt not being rented while in the application process, it is understandable. However, the $700 was for the application to be put on a 1 year waiting list.Business Response
Date: 09/22/2023
In regards to the fees that were charged during the application process: The non-refundable application fee came out to $180 for two applicants. They passed the pre-screening process and were then asked to pay the Holding Fee for $350 which is refundable if the application is denied but is forfeited on a cancellation. Once the payments returned as Invalid then that caused a cancellation. The return of both payments also generated return check charges that were added to the account. If payment has been made to the third party agency then they will supply notices stating that the account is closed.Initial Complaint
Date:09/19/2023
Type:Billing IssuesStatus: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.
Good Morning,
Ever since we have moved in we have had nothing but issues. We live at ******* Club. We asked to see an apartment before moving in, and was never shown till after we signed a lease. We moved in with no bug’s from our other place. Now there are roaches in my kids drawers. There was vacuums left in the apartment, a floor freezer. The bathroom shower was broken, the bathroom toilet don’t flush. We had been unable to get into the system to pay online. We both go to work early in the morning, get home after the off closed. There is no drop box for the rent. So when we did bring the rent over Stacey told us they refunded to take it cause it wasn’t enough. Than we overpaid and still got a late charge for the month of September cause their system are down. Then on the 15, I paid 570 towards October rent and they are telling me it’s cause I have a pass due bill and it will not apply to the rent after the office has already told us don’t worry about it. I was advised to reach out to your company before reaching out to a lawyer. We wanted to move over to Malabar Cove ASAPBusiness Response
Date: 09/26/2023
This is in response to the BBB complaint filed September 16, 2023, ID *********
The complainant has stated that they have had issues since moving into ******* Club Apartments regarding the condition of the apartment and the inability to pay rent online
or at the leasing office.
As for the complaint that payment could not be made online and there was no drop box:
There is no drop box because the onsite leasing office does not accept rental payments unless it is at move in or due to a payment plan. Clause 6 of the lease contract indicates that payments must be made online or mailed to Club-***** ** *** ******* ********* ** ***********Regarding not being able to pay online, the portal locks out all forms of payment once the monthly rent is late.
Regarding the condition of the apartment at move in; the items left in the apartment was an oversight on our end and was addressed with team members.
The toilet not flushing properly was not reported until September 22, 2023; more than two months after move in. The shower face plate was fixed just as soon as a work order was
entered for it. Regarding the pest control issue, it has been treated by the pest control company from the date of reporting.
The additional rental payments made in September are reflected as a credit towards October's charges; this was reported via email communication September 17, 2023.
Sincerely,
******* Club Management Team
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