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:08/07/2023

  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.

   
  Complaint: 20431960
  
  I am rejecting this response because: 

  This is in regards to the Candlelight Village response to my complaint. First of all the manager says that they are working hard to resolve my water bill overpayments, and fraudulent meter readings. This is not true. No one has tried to contact me in any way. The last time I spoke with the manager was when I ask about a charge on my statement that I didn't owe and was told over the phone to pay it or my account would go to legal.

  Pertaining to the statements being handed out every month, no statement, or meter readings were given for the months of January, February, March, or June. As far as the of water and sewer charges being incorrect. I have had fraudulent water meter readings every month since January 2023, when ****************** took over management.  The readings they are reporting, I had last year in 2022. I  know how much water I use because I read my meter on a monthly basis. I have lived in Candlelight Village since **** and I use bottled water for everything. My bills should never be over **** gallons at the most! Please refer to attached documents.

  
  
  Sincerely,
  
  *****************stake and said a lot of people received them by mistake. He blamed it on corporate but it had his signature in three places. February, and ***** still no statements were given with water readings or proof of what you were being charged. They just quoted you a ridiculous amount to pay over the phone without any proof of what they were charging you. I was being charged up to **** gallons a month. I made appointments to discuss the charges but I went to his office he wouldn't be there. In April we finally got a statement of billing that was left on my door handle. It had fraudulent water readings stated on it. The readings they say are true were the same I had in July of last year. I had my water meter read by a certified plumber and I know their water readings are wrong. In May I received a statement for **** gallons. No statement was sent out for ***** I was told the reason was that they ran out of ink. The July and August statements both say I'm using **** gallons of water a month.

  Business Response

  Date: 08/11/2023

  Thanks for allowing me a chance to respond.

  ************ has a number of issues that we as a new company are working hard to resolve as soon as possible lets take them 1 by 1.

  (1) Online bill statements- We pass out resident's bill every month a week before they are due.

  (2) ********* the reporting of the water and sewer charges were reporting incorrectly amounts in some cases. Usually, strange things happen when one business takes over another business. No resident was asked to pay the incorrect billing amount and the issue has been corrected.

  (3) From April to present reports show that ************ water and sewer bills are in line her with the amount she normally pays. 2 or 3 is usually the amount for this resident.

  (4) Please see attached bills.

   

  Business Response

  Date: 10/25/2023

  Attached are the complete statements from Feb1,2023 to Nov 1,2023 with water/sewer charges included for ********************* unit 165 case number 20431960. Due to new management and new systems, we had problems in the beginning with the system charging incorrect amounts for water as you can see for the month of February. However, we quickly resolved this issue as you can see and began to charge residents for water in accordance with their usage. ************ is usually charged between 2-3 gallons of water. Please see attached statements. If you have any questions, please feel to contact me with the information below.
   
  Thanks
  Candlelight Village MHC  

• Initial Complaint

  Date:06/02/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 management company under performs, they are inappropriate and unfair. My lease expired June 1st 2023 and I never received a renewal letter within the expected amount of time. *** resided with the company for 5 years and I should have received a renewal letter within 120 days before my lease expired. *** called the office requesting the letter and I was told the new management company has not provided the new leases. I was also told by the property managers assistant that it was legal in ******** for my rent to roll over without being raised. They have not issued statements for none of the residents for the month of June, stating their printer is broken. They expect ** to come in the office and pay our rent by word of mouth. I asked the assistant to e-mail mine to me and she shared her file with me, I noticed my lot rent had increased by $25 without any prior notice. The property manager stated that he will waive the $25 for this month but I will have to pay it next month. Still no notice and nothing in writing. A portal has been promised for the residents use since January 2023 so that we could start back paying online. They have been sticking our statement outside our houses in our door handles unsecured. Ive asked them to e-mail mine to me or call me to pick it up, they still continued and now their printer is broken and we have not received a statement at all.

• Initial Complaint

  Date:12/07/2022

  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.

  I've been residing in Candlelight Village MHC for the past 8 years. On average my water bill has been $30-$65. November 2022 I received a water bill for $559. I asked the property manager (******) why the bill was so high he told me that he'd send someone to check my water meter. Upon checking the meter he told me that it would have to be replaced however neither he or **************** (realty company) has made an attempt to adjust my bill. Instead they have sent my bill to a lawyer for collection. I'm assuming the water meter was replaced because my December water bill is $33. I should not have to be pressured into paying a bill that I did not create. The property manager continuously runs me off the phone when I call to inquire about removing that absurd water bill. Furthermore they are charging me a month-to-month fee on my December 2022 bill when I have clearly signed a lease in November. I think they are trying to scam me out of money and bullying me to pay the $556 DarrenRembert suggested I pay the money and wait for the realty company to reimburse me. That suggestion is not an option.

• Initial Complaint

  Date:08/26/2022

  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 have outstanding water bill thats been going on for the last couple months try to talk to management about it still havent gotten nowhere cant get a hold to anyone at corporate office now theyre trying to take me to court for not paying the water bill when my water bill went from $40 a month to $500