Complaints

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• Initial Complaint

  Date:11/28/2022

  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.

  I have been charged 400 $ without any justification from the apartments which they deducted from my initial deposit. However I have still not received the rest amount as well. They have not given me explanation also.I want my full refund of deposit.

  Business Response

  Date: 12/09/2022

  To whom it may concern,

   

  The former resident gave notice on 5/6/22 that he needed to vacate the apartment prior to the lease end date (9/30/22).  We gave him two options:

   

  Pay the lease break fee of two months rent and forfeit the security deposit, or he could continue to pay for the apartment until we are able to find a new resident. 

  He chose the second option as stated on his notice to vacate.  We were able to find a new resident to move in 8/1/22. 

   

  After keys were turned in, the apartment was inspected.  It was not left in clean condition.  My maintenance staff had to clean the apartment before they could start the turnover process due to the amount of grease that was on the walls and cabinets in the kitchen. 

  The living room and bedroom had several holes in walls that required maintenance to patch with DryDex Drywall Repair because the holes could not be covered with paint alone.  The microwave, range and part of the refrigerator were covered in grease. The bathrooms were left uncleaned as well.

   

  The move out disposition was processed in August.  The deposit refund check along with the itemized list of charges were mailed to the former resident on 8/23/22.  When the former resident vacated the apartment, he was informed that we needed a forwarding address.  Since he did not give one, his deposit refund check was mailed to the current address we had on file.  He reached out to our office in November stating that he had not received the deposit check.  Our accounting department reissued his deposit check on 11/22/22 and sent it to the updated address he gave our office. 

   

  We worked with the former resident to help lessen the cost of him needing to break his lease by finding someone to re-rent his unit.  Due to the condition that he left his apartment in, we had to make sure that it was in great condition (the same condition it was when the former tenant moved in). 

   

  Please let me know if you have any questions or if I can be of further assistance.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18470413
  
  I am rejecting this response because:

   

  I want to see the details of excessive maintenance. Was there any photo taken for the bathrooms and the other room mentioned. How can I agree that the apartment was not clean. 
  I did hire a person to clean the apartment before handing over. I wish to see photos to see what the apartment owner is saying is even justified.

   

  I dont agree to the response.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/06/2023

  I have enclosed the detailed maintenance report of the work that needed to be completed to bring the apartment to its original condition.  I have also Included a copy of the invoice from the cleaning company for what they had charged after maintenance had completed their work as well as pictures of the excessive patching that maintenance needed to complete.   The resident did not have his unit cleaned prior to turning in keys. 

   

  All residents have the option to walk through their apartment with management prior to turning in keys to review the condition of the apartment.  The resident chose not to do a walk through.  When the resident moved into his apartment it was in great condition, and very clean.  We expect that it is given back to us in the same condition.  Unfortunately, he did not which resulted in him being charged the fees against his security deposit.