Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2025

  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.

  I have called and emailed the office several times, in Nov and Dec, because I am being charged twice monthly for my utilities and for the month of December my rent payment should have reflected $2,220.00 per my new lease however, I was charged $2,225.00. I went to the office, sent emails, spoke to ***** ********* and ***. The first problem was that I could not pay my rent online. *** assisted in getting this corrected when I went into the office. **** was not responding however, I was unaware that he was ill. He explained this to me. He also said that I was not kind to the ladies in the management office, which was not true. I am sure cameras are in the office to accurately reflect my behavior and conversation with the office staff.I asked *** for the number to the corporate office in Nov and she said that all complaints would actually come back to **** and did not provide it. *** did assist me that day and I thought all was rectified. However, after reviewing the Resident Portal this month, I am still being overcharged. I simply want my account to reflect accurately and to receive credit for the payments that should not have been billed to me twice.The posted charges for November are as follows:Nov 1: Cable/Internet $95.00 Nov 1: Water: $56.41 Nov 1: Sewer $31.91 Nov 1: Trash $ ***** Nov 1: Admin Fee $4.00 Nov 25: Water $42.53 Nov 25: Sewer $25.02 Nov 25: Trash $***** Nov 25: Utility Fee $4.00 Dec 1: Cable $36.77 Dec 13: Cable $58.23 Dec 25: Water $50.33 Dec 25: Sewer $29.21 Dec 25: Trash $***** Jan 1: Rent $2,225.00 (this should be $2,200)Jan 1: Cable $95.00 My rent this month was $2,578+ and last month was $2,334+.I understand that a new computer system was put in place however, the billing from the old or new system has not been correct for me. I was told by **** there was no known issue with billing although, I was raising the issue. My fear is that the management staff will retaliate against me.

  Business Response

  Date: 01/07/2025

  Good afternoon, 

  Thank you for the below. Unfortunately, I do not believe the narrative is accurate. Tapestry Naperville residents are not and never have been double charged for utilities. 

  Per conversations the resident has had with myself and *** (our Assistant Manager), the property underwent a management software transition that was not fully completed until the end of November. For November 1, 2024, the resident likely saw utilities posted along with their rent and media fee. Please note that this was the last posting completed in our old system. In our new system, utilities post on the 25th of the month and are due the 1st of the following month. For November 2024, as explained, the utilities posted as of the 1st of November were for the prior month usage period, while the utilities posted on the 25th of November were for the following usage period. Moving forward, residents should only notice utilities posted as of the 25th, which will be due on the 1st of the following month, as the software transition is complete. Furthermore, our lease packages include a page regarding utilities and how these may be charged. Due to the resident's right to privacy, I cannot share their lease package here; however, I would recommend reviewing this portion.

  Please feel free to contact us any time at **************************************.

  Thank you,

  **** *.

  General Manager

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22771159
  
  I am rejecting this response because: My rent for this month is $2,578.00. I have the posted charges to show I was overcharged however, the management staff will not correct this inaccurate billing. 
  

  I don't know why they will not adjust these charges. 
  

  They will not give me the number to **************** either.

  This Is so unfortunate! 

  
  Sincerely,
  
  Shantinel Laws

  Business Response

  Date: 01/14/2025

  Good morning,

  We are unable to adjust the ledger as the charges on the ledger are legitimate and cover usage for two different billing periods, as we have explained. Per the lease, residents are responsible for water, sewer, gas, and electric usage. We have apologized for the confusion related to our software migration; however, there are no errors on your ledger, so there is nothing for us to reverse or credit back.

  Please let us know if we can assist with anything else. 

  Thank you,

  **** *.

  General Manager

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

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22771159
  
  I am rejecting this response because: for two months straight, I have the internet, water, & garbage billing twice. Also, my rent is $2,200 however, the charge posted to my account is $2,225.  
  

  I have added the attachments & spoken to the management staff. I am not sure why they won't take a look at the attachments that show from the Resident's Portal (their system) what has been posted to my account.

  This month alone I paid $2,578+. If my rent is $2,200, cable/internet $95, water, garbage, is a total of approximately $85, how does this add up to $2,578+?
  

  All I am asking is that they look at the posted charges. I was charged on the 1st, 13th & the 25th when I should have been charged only once. This has happened in November & December when they went to the new system.

  Sincerely,
  
  Shantinel Laws