Complaints

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

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• 

  Mac Properties

  1364 E. 53rd Street Chicago, IL 60615-4046

  
• 

  MAC Property Management, LLC

  32 N Dean St Fl 2 Englewood, NJ 07631-2807

• 

  Mac Properties

  350 E Armour Blvd Kansas City, MO 64111-1288

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:01/21/2025

  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 put the money down on an apartment then I decided not to take the apartment.

  

  Business Response

  Date: 02/06/2025

  Hello Chalonyda,

  
  Thank you for reaching out. According to our records, the funds were returned to you due to an NSF (non-sufficient funds) and voided from our account. As a result, we do not have possession of the funds to issue a refund.
  For further assistance, we recommend contacting your bank directly. If you have any additional questions, our ***************** team is available at ************ or via email at ***************************************.
  
  Sincerely,

• Initial Complaint

  Date:12/28/2024

  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.

  On 12/08/2024 I paid a administrative fee and also a assurance fee which totaled out to ****** for an apartment with Mac properties however my application was declined, I asked before hand if there is any issue with my application would my administration fee and assurance fee be refunded I was told that was correct. However, once my application was denied I asked a refund I was told it would **** *-8 weeks I asked multiple time why such long waiting period to no response I cannot get anyone on the phone it constantly goes to voicemail or Im met with the same response from their call center, I tried speaking to accountant on several occasions no one ever picks up the phone, this is absolutely ridiculous with Mac properties being as big as a company as it is you would except better communication its coming up on a month and I know nothing more than I knew three weeks ago I am reaching out because I am hoping you all will be able to make the situation right, Mac properties is absolutely running some sort of scam and I am demanding my 900 dollars back in a timely manner!

  

  Business Response

  Date: 01/16/2025

  Dear Beyonica,

  Thank you for reaching out. We've looked into your ledger and account and we see that a credit card refund was issued to you on 1/6/2025 to the original payment card. If you are still having issues with this credit, please reach out to our ***************** team at ************ or via email at *******************************************
  
  Thank you,

• Initial Complaint

  Date:11/18/2024

  Type:Order 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.

  Subject: Complaint Regarding Delayed Refund and ********************* from ********************** To Whom It May Concern,I am filing this complaint against MAC Properties regarding an unresolved refund issue. My family and I had planned to move into a property managed by MAC Properties; however, the move never occurred. Despite this, MAC Properties has retained our funds for nearly three months without providing any services.On multiple occasions, we have reached out to their ***************** and ********************** to inquire about the status of our refund. Each time, we were met with conflicting information. Initially, we were informed by a representative named ****** that a refund was still pending with their financial team. However, subsequent communications suggested that the refund had already been processed and applied to our ledger, which we confirmed was not the case upon reviewing our account.Despite repeated follow-ups, the refund has yet to be issued. Furthermore, their representatives have failed to provide a clear resolution timeline, instead redirecting us to different departments without adequately addressing the issue. The ***************** department even referenced a key pick-up at their ***************** which never happened because our move did not take place.This situation has caused significant frustration and inconvenience. MAC Properties has been holding our money for services that were never rendered, and their failure to process our refund in a timely manner is unacceptable.I am requesting the BBBs assistance in resolving this matter. Specifically, I seek an immediate refund of the amount owed to us and an explanation as to why this process has been delayed for so long.Thank you for your attention to this matter.Sincerely,*******

  

  Business Response

  Date: 11/20/2024

  Dear *******,
  

  Thank you for reaching out to share your concerns, and we sincerely regret the frustration and inconvenience youve experienced throughout this process. Please know that resolving this matter is a priority for us, and we appreciate your patience as we work to ensure everything is finalized.
  

  After reviewing the situation with our accounting team, we can confirm the following:
  A refund of $500 was processed and posted on 11/19/24, and it typically takes up to 3 business days to reflect in your account.
  The remaining $700 refund is currently in the final stages of processing and is expected to clear by the end of today, 11/20/24.
  

  We understand that inconsistent communication regarding the status of your refund has caused unnecessary confusion, and we sincerely apologize. We are actively working to improve coordination between our ***************** and Accounting teams to provide clearer and more consistent updates in the future.
  

  We will follow up with you directly to confirm when both refunds have been successfully received. If you have any additional questions or need further assistance, please do not hesitate to contact us directly at ************ or *******************************************.

  
  Thank you again for your understanding, and we are committed to resolving this matter fully and promptly.
  

  Sincerely,

• Initial Complaint

  Date:08/19/2024

  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.

  I found black mold in one of the closets in my apartment. It appears to be due to water damage, because the wall is shared with the furnace closet (which looks like a fire hazard itself). I put in a work order and they sent the painter to spray on a "mold product" that contains bleach. Bleach is known to cause mold to release its poisonous spores, and thus, is not an appropriate treatment for the issue. They did not remove the baseboard to investigate the source of the mold or the amount of mold, or look for water damage. My roommates and I pay over $4000 a month for this apartment. It is unacceptable that they are not addressing the issue correctly. They own many buildings in the area and should have the needed resources. They use the cheapest materials and have even spray-painted the refrigerator white, instead of replacing it. This is just one more example of their taking advantage of the mainly college student population in this area.

  

  Business Response

  Date: 08/30/2024

  Dear ******,

  
  Thank you for bringing your concerns to our attention. We understand the importance of maintaining a safe and comfortable living environment, and we take reports of this nature very seriously.
  
  Our maintenance team has completed repairs related to the issue you reported, including treating the affected area. We understand that you have concerns about the treatment method, and we appreciate your feedback on this matter. To ensure that your concerns are fully addressed, our ***************** team has been in touch with you directly to discuss any additional steps that may be necessary and noted that the maintenance teams have retreated and sealed affected areas.
  
  We value your residency and are committed to working with you to resolve any remaining concerns. If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly. You can reach out to our ***************** team at ************ or via email at **************************
  
  Sincerely,

• Initial Complaint

  Date:06/25/2024

  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.

  - 05/27/2024: A $450 admin fee was charged for Unit N0806, ************, which ******************* did not move into or sign any documents for; he only toured the property.- Automatic Payment Issue: The $450 charge was processed through ******'s auto payment, and he reported this issue to MAC Properties for two weeks without resolution.- Communication Attempts: ****** went back and forth with MAC Properties to get the credits for the wrongful charge but was ignored.- Bank Involvement: ****** contacted his bank to cancel the charge due to the lack of response from MAC Properties.- Accounting Errors: MAC Properties' accounting department made several errors, resulting in multiple accounting issues related to the $450 charge, including giving and then removing credits.-Current Charges: ****** is currently being wrongfully charged $925 - $450 = $475 - $425 + $25 = $25 . The other charges listed are incorrect and a result of previous payments and accounting mistakes. -What to do: I want MAC to pay and cover the$25 in transaction fee for the wrongly charge they made of $450.

  

  Business Response

  Date: 07/09/2024

  Dear ******,

  Thank you for bringing this matter to our attention and we sincerely apologize for the inconvenience you have experienced. We take all feedback seriously and aim to resolve any issues promptly and fairly.

  As of 6/28/2024, our accounting team is processing the credit for the remaining $25 charge. We will ensure that your account is adjusted accurately and that no further incorrect charges are applied.

  Our priority is to ensure that this issue is resolved to your satisfaction. If you have any further questions or need additional assistance, please do not hesitate to contact us directly at ************ or **************************.
  

  Thank you for your patience and understanding.
  

  Sincerely,

• Initial Complaint

  Date:06/03/2024

  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.

  This is the 2nd month in a row that I have been overbilled on utilities by Mac Properties. I pay my utility bill $100 each month and I received a second bill for the month of March (about $155) which I was told was for electricity that apparently is not covered by my $100. Mac Properties charges $100 each month solely for water and garbage pick up for each unit. Anyhow, I was charged an additional $60 late fee on the $150 and now -voila- I just received this again. So apparently, my tiny 700 sq foot apartment is being charged almost $300 PER MONTH in UTILITIES BY MAC. I uploaded a screenshot which does indeed show a triple billing for this month. I am seeking for Mac to refund the x2 $60 late fees on because a 33% late charge is usury and should be illegal. Note that I pay all of my rent and utilities on time, every month, including this month, but *** wants close to $300 for June.By the way, I just signed a new lease. Mac Properties increased my rent by 12% (the national average is under 3%).

  

  Business Response

  Date: 07/09/2024

  Dear **********************,

  
  Thank you for reaching out and sharing your concerns. We apologize for any confusion and inconvenience you have experienced regarding the utility billing and the late fees.
  Upon reviewing your account and the terms of your lease agreement, we have noted the following details:

  Utility Billing: *** $90 monthly ******** Services Fee covers water, sewer, trash, heat, and cooking gas. Electricity is not included in this fee and residents are required to set up their own electric service. According to the lease, if a resident does not set up the required utilities in their name, a $50 vacant service fee per billing period is applied, in addition to the usage fee for that month, until the utilities are switched over.
  

  March Bill: *** additional $155 charge in March likely included the vacant service fee and the usage fee for electricity, as the required utilities were not set up in your name at that time.
  

  Late Fees: *** late fees are applied when there is an outstanding balance beyond the due date.

  Our ******** Services team reached out to you directly to confirm if the utilities have been switched over to your name to prevent any further issues. If you have any further questions or need additional clarification, please do not hesitate to contact us at ************ or **************************.

  Thank you for your understanding and cooperation.
  Sincerely,

• Initial Complaint

  Date:05/31/2024

  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.

  it happened at May 31st I was paying rent and there's an additional non-notice fee of 1250$According to the contract, I will be moving out on June 25th But they are charging me additional fee for not letting them know in advance that I will be moving out on June 25th???Also I'm moving out on 25th, and they're charging me till 30th.No idea what was going on??

  

  Business Response

  Date: 06/26/2024

  Thank you for reaching out and sharing your concerns. We understand your frustration regarding the additional fees.
  
  Upon reviewing our records and the terms of your lease agreement, we found that the requirement for a 60-day notice prior to the expiration of the lease was not met. As outlined in the attached lease (Section 2), tenants are required to provide written notice at least 60 days before the end of the lease term if they do not intend to renew. This notice period is necessary to allow sufficient time to process the move-out and make any necessary arrangements for the next tenant.
  

  Our records indicate that multiple attempts were made to contact you via email, phone, and text messages to confirm your plans regarding the lease renewal, but we did not receive the required notice within the stipulated timeframe. Consequently, a non-notice fee of $1,250 was applied, as specified in the lease agreement.
  
  We apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further questions or need additional clarification, please do not hesitate to contact us at ************ or **************************.

  
  Thank you for your cooperation.

  
  Sincerely,

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21786049
  
  I am rejecting this response because:
  still you charged me for 7 days more than lease specified??

  Also you didnt make enough efforts to inform me in advance. Nobody contacted me regarding moving out, just random fee applied?

   

  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/09/2024

  Hello ******,
  
  We understand your concern about being charged for additional days beyond your lease term. Upon review, our records indicate that:

  
  Lease Terms and Charges: According to the lease agreement, tenants are required to provide a 60-day notice prior to the lease end date if they do not intend to renew. This notice is essential for us to process the move-out and make necessary arrangements. The lease stipulates that failure to provide this notice results in an Insufficient Notice Charge, which includes a prorated daily rent amount for each day fewer than 60 that notice is given. Since the required notice was not received, the charges were applied according to these terms.

  
  Communication Efforts: Our records show that multiple attempts were made to contact you regarding your lease renewal and the notice required for moving out. These attempts included emails and phone calls starting from February 25, 2024, as detailed in the attached documentation. We sent several reminders and notices about the lease renewal process and the importance of providing timely notice to avoid additional charges.

  
  Move-Out Notice and Fees: We understand your frustration with the Insufficient Notice Fee and the charges for additional days. The lease agreement clearly outlines these conditions to ensure transparency and mutual understanding. The prorated daily amount is charged as per the lease terms, and our goal is to follow these terms fairly and consistently for all residents.
  

  If you have any further questions or need additional clarification, please do not hesitate to contact us directly at ************ or **************************. 
  
  Sincerely,

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21786049
  
  I am rejecting this response because:

  No they didnt make sure they contacted me, the phone wasnt answered and they never called again. They didnt provide any detailed guidance at all. And when I call the lady was super rude putting me on hold and everything, wasnt effectively communicating and insufficient notice on their end. They did charge for extra days and extra fees without effective noticing.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/15/2024

  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.

  Hi, I am disputing $811.61 that I have been charged by Mac Properties. On my account are a bunch of fees. No one from *** has been able to tell me what the fees were for exactly. At first, I was told they were because I didnt have renters insurance, but I did and had sent Mac proof. Then I was told they were because I hadnt shown proof of renters insurance, which I had. Showing proof of renters insurance was required to get the keys to the apartment. When I brought that to macs attention, no one ever got back to me to tell me what the fees are for, I just kept getting charged fees. I was told that all utilities were included in the rent of the apartment. I found out this was not the case when I had been charged a bunch more fees. I have email records that show that when I ask about the fees, I get ignored or transferred to someone else who knows nothing about the fees. Meanwhile in good faith I continued to make payments to *** and then they reported me to collections.

  

  Business Response

  Date: 05/24/2024

  Dear *******, Thank you for reaching out. After reviewing your account and speaking with our ******** Services Management Team, it seems as though we have provided sufficient feedback, responses, and information to you throughout your tenancy about non-compliance fees, utility vacancy fees, and service requests. I see that we had also credited a few of these fees to your account after you spoke with us as a courtesy, but then the insurance and utility issues were not corrected, and you continued to receive notices of non-compliance with instructions on how to correct this issue. These charges cannot be reversed or credited at this time. If you wish to speak to our ******** Services Management Team for more clarification, please reach out to us at ************ or send us an email at **************************.

  Sincerely,

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21716388
  
  I am rejecting this response because: the response by Mac Properties does not address the fact that their agent ***************** told me that all utilities were included in the rent of the apartment. Given no other information than that by the company, specific to this particular apartment, on the lease, this is what I knew to be true until I was charged a bunch of fees. When I emailed Mfon about this, I never got a response back.

  Similarly with the insurance, the insurance company I use, Liberty Mutual, provides a service where they forward the copy of the policy through their company, for security reasons, to whomever needs to see it. That way no one can forge the documents, is my assumption. This is what I did in the office of Mac Properties that was required by them to get the keys to the apartment. No where does it say that this insurance proof needs to come from my personal email address. Not in the lease or in the letters sent out regarding the subject. Once again, I was charged a bunch of fees after having done this multiple times. 

  When I was contacted by phone by *** about these fees, their agent ****** would not give me their name or contact information and I know these actions to be signs of a scam. 

  At this point, the fees and scams are harassment.

  Furthermore, When I first moved in I let Mac do some repairs when I was not present. I came home from work that day and my sheets on my bed were on backwards. I can only imagine who was in my bed that day and what they may have been doing there. After I informed *** about this, *** acknowledged the damages by offering to pay for a load of laundry instead of offering to replace what was damaged. Then their senior leasing agent ******************* asked this of me when they wanted to show the unit: "In lieu of a tour, could you please just send over a quick video of the unit for the client?We are allowed to conduct a tour, as stated in your lease, as long as we give notice, but I totally respect your privacy & will not conduct the tour. A quick minute long video will suffice & be greatly appreciated."

  Their actions are mindbogglingly creepy and inappropriate and are extremely concerning from a safety point of view.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/29/2024

  Hello *******,

  Thank you for your continued communication. We aim to address your concerns thoroughly. I have attached a copy of your signed lease agreement for reference.
  

  Utilities: The lease agreement explicitly states that certain utilities are included in the building service fee. These utilities include water, sewer, trash, and heat. However, the lease also specifies that residents are responsible for setting up and paying for electricity and cooking gas directly with ComEd and ************ respectively.
  While I cannot verify any verbal statements made by Mfon, all terms and responsibilities are detailed in the signed lease agreement. As a gesture of goodwill, we previously waived your initial non-compliance charges and credited them back to your account. Moving forward, we expect all residents to adhere to their account responsibilities, as communicated through various channels including emails, texts, and phone calls from our Accounting and ******** Services teams.
  

  Insurance: Regarding your renters' insurance, the lease requires residents to maintain personal liability insurance. The method of proof submission is not explicitly restricted to personal email addresses, but it must be verifiable and comply with our standards. If there has been any miscommunication, we apologize. However, our records indicate that the proof provided did not meet the necessary criteria, hence the subsequent fees after our ******** Services team waived your first non-compliance fees as a one-time courtesy.
  

  Tours and Privacy: While we respect your privacy, the lease agreement grants us the right to request tours of occupied units upon giving notice. Our leasing agent ******** request for a video tour was an alternative to an in-person tour, aiming to respect your privacy while fulfilling our leasing obligations.
  

  We appreciate your feedback and are committed to continuously improving our services. Should you have any further questions or require additional information, please do not hesitate to reach out to us directly at ************ or **************************.

  
  Sincerely,
  

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21716388
  
  I am rejecting this response because: In the first paragraph, which discusses utilities, references are made to non-compliance charges and the non-compliance fees that were waved. I have attached two emails from your employees *************************** and ************************* where they explicitly state that the fees are related to the insurance. Your response today has only proved my point that your own employees don't know what these fees are for. Instead of accepting responsibility, you have continued to commit fraud. You are responsible for the words of your agents, you are responsible for the actions of your maintenance staff, you are responsible for the actions of your employees. 

  Furthermore, you reference me as a current ***** when my lease ended, and I moved out of your property a year ago. Is Mac Properties even aware of what the current date is? 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/09/2024

  Type:Order 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.

  In March 2024 I was contacted by Mac Properties about renewing my lease (at property for 5 yrs w/o late payment) I informed them that I would be leaving the continent. I left my job of 16 yrs. ****************** (Property Manger) wanted (May 8,2024) me to sign a lease for 3months for $3700 and then brake it when I was ready to leave (I explained to him I could not in good concise do that) all verbal. Being a professional verbal is your word is against theirs. My lease ended April 30, 2024. I paid May's rent of $3120 (rent and parking) with a zero balance on May 3, 2024. On May 8th, 2024 ****** wanted me to sign a lease I told him I could not and in retaliation he post another $2705 on my account. I can not leave the continent until I receive my pension check (a check) which takes 8-12 weeks. All of these was given to the lease agent recorded conversation and ****************** in his office. To hinder me finically when I have to leave the continent shows that my five years of payment w/o being reported to the credit bureaus nor late Mac Properties have no morals, values, and consideration of me being a tenant. The parking garage is not clean, there was a dead ***** on the wall in the hall for 4 weeks and was reported to ****************** several times. They never cleaned my HVAC system which is required by law every 2-5 yrs. As soon as my check is delivered to me and clears the bank I am gone my apartment Unit 1016 is 75% packed up (****************** and ******) witness this on Friday April 26, 2024 and have been packed since March 2024.

  

  Business Response

  Date: 05/30/2024

  Dear ********,
  

   

  Thank you for your feedback and for being a valued resident for the past five years. We appreciate the opportunity to address your concerns.
  

  Lease Renewal and Communication: According to our records, you renewed your lease on May 10, 2024, for a term starting May 1, 2024, and ending April 30, 2025, with a monthly base rent of $3,015.
  

  Lease Term and Charges: The charge of $2,705 was initially added to your account as part of the lease terms. However, this amount, along with a $140 credit memo for the building services fees, has been credited to your account, resulting in a corrected balance. Our records indicate that the correct payment and credit adjustments were made, ensuring that there were no financial hindrances due to these charges. We encourage you to review your account statements to confirm these adjustments.
  

  Condition of the Property: We apologize for the cleanliness issues you encountered in the parking garage and hallways. If there are specific issues that need attention with your HVAC, please let us know, and we will ensure they are resolved promptly.
  

   

  If you decide to break your lease early, please follow these steps to ensure a smooth transition:
  

  Submit Written Notice: Provide a written request to terminate your lease at least 30 days before your desired early termination date. The termination date should be the last day of a calendar month.
  

  Lease Contract Buyout Agreement: Comply with the terms outlined in the Lease Contract Buyout Agreement, which may involve specific steps and a fee for early termination. Please refer to your lease document for details on this agreement.
  

  Return Keys and Vacate the Apartment: On or before the termination date, return all keys and vacate the apartment. Ensure it is left in good condition as stipulated in the lease. Any personal property left behind can be disposed of by the owner, and costs incurred will be charged to you.
  

  Settle Outstanding Balances: Ensure that all outstanding balances, including any early termination fees, are settled. If there are damages or additional costs for cleaning and repairs, these should be paid according to the lease terms.
  

  Inspection and Move-Out Procedures: You have the right to be present during the move-out inspection. The apartment should be thoroughly cleaned, and all personal items removed. Following the move-out cleaning instructions provided will help avoid additional charges.
  

  Termination Fee and Concession Repayment: Be aware that a termination fee and concession repayment, if applicable, will be required as part of the early termination process.
  Coordinate with Management: Please coordinate closely with our property management team throughout this process to ensure all steps are followed correctly and any issues are promptly addressed.
  

  The entire process is outlined and agreed to in the "Common Lease Contract Buyout Agreement" in your lease agreement. By following these steps, you can ensure a smoother transition.
  

   

  Our goal is to provide the best living experience possible, and we value your feedback as it helps us improve. Please speak with our ******** Services team directly at ************ or at ************************** if you need further assistance.

   

  Sincerely,
  

• Initial Complaint

  Date:03/25/2024

  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.

  I was potentially going to rent an apartment here, and was told that I could put down a deposit of $500 that was 100% refundable within the first 24 hours of approval. I ended up declining the lease within 24 hours ago and was told Id get a refund. However I have yet to receive a refund and it has been both. I have tried getting in contact and they have told me every time that they will refund me but nothing happens. This place is clearly scamming people and I would never recommend them to anyone.

  

  Business Response

  Date: 03/28/2024

  Dear ******,
  
  We are reaching out to you in response to your complaint filed with the Better Business Bureau regarding your experience with our apartment rental process. First and foremost, we want to extend our sincerest apologies for any inconvenience and frustration this situation may have caused you. We understand how important it is for our customers to feel heard and supported, especially in matters concerning financial transactions.
  
  Upon reviewing your case, we would like to clarify that we do not charge Deposits but instead have an Administrative Fee, which, as you correctly mentioned, is fully refundable if the application and lease are cancelled within 24 hours of approval. We appreciate your prompt decision-making and adherence to this policy.
  We have verified that your refund of $500 was issued on 3/27/2024. Based on the standard processing time for ACH deposits, it should be visible in your account within 3 business days from the date of issuance.

  We want to reassure you and all our prospective tenants that we are committed to operating with the highest standards of transparency and integrity. It is never our intention to cause distress or inconvenience to our clients, and we deeply regret that this was your experience.

  Should you have any further questions or need additional assistance, please do not hesitate to contact our customer service team directly at ************ or *************************** We are here to help and ensure that your concerns are fully resolved.
  

  Thank you for bringing this matter to our attention. We look forward to the opportunity to regain your trust.

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21485839
  
  I am rejecting this response because:
  I only received a refund of $400, not $500 as I was told. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/11/2024

  Hello ******,

  Your application fee was $50 and is non-refundable, your move-in fee was $400 and was successfully refunded to your bank account. You do not have an outstanding balance, and all refunds have been issued. If you need further assistance, please reach out to our Services team at ************. 

  Thank you,