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:01/16/2025

  Type:Billing 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: After ****** at ERS emailed ******point, stating that I had been the one to make the initial claim that I was paying for both units, is false! I had called ERS because I was asked to do so by ******point themselves. My original complaint was related to my bill being higher than what I was told the average was. Never once had I claimed I was paying for 2 units! Also, ****** failed to tell ******point that she emailed me personally stating that ******point is the one who advised her that I was indeed paying for both units (and yes I do still have that email, along with all the others and clips of every single phone call made to both ******point and ERS), ******point response to ****** was that they have no record of me contacting them (meanwhile I emailed and forwarded emails to both ERS and ******point) to clarify that they have both lied on my behalf! ******point has advised me that they have repeatedly told ERS they are responsible for the electrical from the Weatherhead to the inside of the units, ******point is only responsible for the outside meters up to the weather heads. Therefore advised them they are to have an electrician come to the property to do an inspection because something is not right. ERS has failed and is refusing to do this! Why? The tenant ***** in unit A has told me on multiple occasions that he has not received a bill for his utilities since I moved into my unit, until this month! Yet has not once received a shut off notice for not paying, nor has he gone without service. Once ***** told me this, I reached out to ERS to make them aware. Yet they keep referring to my billing statements, which is not at all the issue! All of the electrical boxes, HVAC access, etc is in *****'s unit, unit A. None of us tenants have access to anything! Not the water heater, not the electric boxes, breakers, furnace, nothing! He is the only one who has access to this. So even if I were to have my own electrician come out and look at it, he would have to get access into another tenants unit. Again, ERS is refusing to have an inspection done to prove that there is nothing wrong with the units electrical equipment or wiring! At one point, a ******point rep had even mentioned ERS being reported to the state for failing to comply when advised they need to have an electrician do an inspection. In my personal opinion, ******point has actually done more to help, has given me more information and has made much more sense than anyone I've talked with at ERS! None of this should be any tenants responsibility and I have exhausted way to much energy and time living in this apt than it's been worth and have paid more to live here than I have really anywhere else! The sqft of this apt is right around 500. My 3 bedroom brick ranch home doesn't even have high bills like I've had here! ERS did not have my apt cleaned before I moved in. I had to spend over a week to try and clean this place as best as I could before moving my things in. They were nice enough to take off $100 of my next months rent. Then the HVAC system went out. I was displaced from my apt for almost a full month due to having no AC! They refused to help with this, telling me it has to get approved, but yet the $100 off previously didn't need approval!? The entire month I was out for this, my ******point bill was well over $100!! How is this possible when I wasn't here at all! I then ended up finding out I moved in here with a stove that was slowly leaking gas every time I cooked! Until it got so bad, I finally had to call. ERS refused to send someone out after hours because they didn't have it listed in the system that it was an after hours emergency! So I called ******point and they came out immediately! Ultimately, leading to ERS having to replace the stove/oven with no choice because the ******point tech put it on his report that it has to be replaced, it is not fixable! This took around 2 weeks to get sorted out. Then the utility/electrical issue sparked up. And now I'm being charged to extend my lease because of a notice that originally was stated could be in email, in which I did reach out and emailed back in November about moving to a larger place. Not once was I reminded that I needed to actually complete a form and send it in. Regardless of that being in my lease, I was told an email would be OK, because back at the time I signed my lease that forms didn't exist,  yet it is attached to the back of the lease!? Makes no sense. When I mentioned that, then they switched it around stating that even emailing back in November, is not acceptable because it was not exactly 30 days! So now I owe them even more money and stuck in this apt until Feb 7th instead of Jan 31st. Which is fine but they also failed to tell me, had I stayed, that my rent was going to increase! The prorated fee they're making me pay is not based off of my current rental rate, they're being if off of the new rental rate, again in which I was never told nor is that in my lease anywhere! They have lied to me as a tenant more times than none and have yet to clear up any questions or even offer to do anything further! Per ******point as well! Regardless of me sending them their own emails that they sent me, they have no response! Because they know they are at fault for this and they'll do anything to deny it or not claim responsibility for it! It's always the tenants who live in their rentals. Reviews online will clarify some of this as well, I wished I'd looked at these reviews before deciding to rent with them. Lesson learned! 
  
  
  
  Sincerely,
  
  
  
  ******* ***** reach out. Now I am being charged over $200 dollars for turning in a 30 day notice a few days to late, even after advising them I would not be resigning another lease here! The list goes on! I would like to file a complaint as well as be directed in the right way to possibly at minimum know how I can go about receiving my money back at least for the utilities from the other unit that I have paid for 6 months. Thank you for your time and consideration! ******* *****

  Business Response

  Date: 01/30/2025

  
  The primary issue in this case revolves around ***********
  possibly making an error when utilities were first switched.  It is a policy requirement to transfer
  utilities into a tenant’s name prior to getting keys.  Any errors with *********** would need to be addressed
  and resolved with them.  It is
  unfortunate and we do feel sympathetic to the situation.  Having to call them on nearly a daily basis,
  very frequently similar errors and billing issues are a constant problem.  In hindsight, the office should not have
  gotten involved as a 3rd party trying to resolve a
  tenant-*********** issue.  At no point
  did ERS Management collect any money for utilities and any refund would have to
  come directly from CP itself.   As a final attempt to resolve, ERS did reach
  out to CP’s credit & risk department on 1/15/25.  This department is in place mainly to assist
  property managers when switching and paying utilities on behalf of
  clients.  They did respond and asked for
  the tenant to send proof of multiple units being billed on her account.  As for there being an electrical issue
  physically present, that is not the case. 
  The building has been fully separated for decades and multiple units are
  all on separate meters.  In conclusion,
  any monetary refund would have to come directly from where the money was paid, ***********.
  
  30 day written notice is required to terminate the
  lease.  This is very clearly indicated in
  the document and also a standard leasing practice with most landlords.   Once
  the initial term is over, the lease goes on a month to month basis until
  written notice is given.   A sample 30 day notice is also provided with each
  lease packet for tenant’s convenience.  Indicating
  non-renewal is not the same as terminating. 
  We have multiple other residents who have gone on month to month basis
  for months and even years after the initial term.  Rent is prorated 30 days past the written
  termination notice.

• Initial Complaint

  Date:11/25/2024

  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.

  My name is ******* ********* I rent the **** ** ******** *t property from ERS Management. I have lived here for over five years now. In this time, we have had catastrophic failures with our air conditioner/heating unit every single year. Sometimes multiple times within the same year. Our heater went out last Wednesday and we called the office and told them. Since then, we have had no follow-up from them. They said they submitted a work order after we called them again a week later. We haven’t had any indication that anyone is coming and they have done nothing to compensate us or offer solutions to make our house habitable. They only seem to get worse through the years. At one point, our house got down to 51 degrees. I would like to file a formal complaint and explore my options. We pay our rent in full and on time every month and always have. I am worried now about our pets and our electronics in the house. I am a graduate student who is nearing the end of my semester and am dependent upon my desktop computer working and I’m concerned about the effect the cold is having. We walk a line of having to play nice with them because we fear petty retaliation. There is no accountability for this company and their online reviews indicate that they treat other renters even worse. Why companies like this are even allowed to operate is a mystery to me.

  Business Response

  Date: 12/02/2024

  Repairing heat calls, especially in freezing temps, is
  always a top priority on the maintenance hierarchy.   It is concerning that you experienced this long
  of a delay and the matter has been researched internally.    It was
  found that the work order indeed was taken but not properly submitted to the correct
  party.  The issue has been addressed
  internally and you are owed an apology for the situation.
  
  In the meantime, the same HVAC company that installed the new
  furnace was dispatched to make the repairs. 
  A component was found to have failed and was replaced.

• Initial Complaint

  Date:03/04/2024

  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.

  On Thursday, February 22nd, 2024, I received a letter from my leasing agency ERS notifying me of a new bill for $1081 for plumbing costs incurred in December 2023. The letter stated the bill was due in 30 days. I called the leasing office the following morning to inquire about this bill and asked for some information from them.
  On 2/23/24 I asked via phone for the leasing office to send documentation from the plumber regarding the services rendered that outlines the detailed cause of the plumbing issue, send the line item in my lease that holds the tenant accountable for plumbing issues (as I was unable to identify it when I read it), for documentation from the leasing office warning informed tenants that this plumbing issue was caused by tenants and that payment for repairs would be a tenant responsibility before receipt of this bill.
  
  When confirming I had paid my rent for the month, I noticed the money I had paid on the online payment system had gone toward this new bill, rather than my rent. I asked for written confirmation that the money I had already paid for the month month will go toward rent and not this new bill, thus showing I was current for my rent payment.
  
  The leasing office has not answered my emails, provided no information by phone and refused to provide me with contact information for management to inquire further.
  
  I would like to have this matter resolved with the removal of the bill as it is not indicated as a tenant responsibility on my lease, but if that is not possible, at the very least I would like the leasing management to contact me to explain that information. I would also like the funds I intended for my rent to go toward it as planned, rather than having a bill and being behind on my rent.

  Business Response

  Date: 03/18/2024

  Billing history:
  Oct 21st, 2023 after hours call service responded
  to a report of sewer backup; at first the breaker was reset on the pump, but it
  turned out the pump was burned up and a plumber replaced.  The property owner was billed $1300 for these
  services on 11/1/23.   On 12/28/23 the
  same issue was reported and once again the pump was burned up and had to be
  replaced.  Management inquired as to why
  the pump had failed, and the plumbing company indicated that the new pump, as
  well as the previous pump, were both damaged by feminine hygiene products.  The property owner was billed $862 on 1/2/24
  for this service as management was able to negotiate a partial warranty refund
  from the plumbing company.  The pump
  warranty specifically indicates failure from any feminine products voids the
  warranty.  Furthermore, all major brands
  of these products clearly indicate on the box to NOT flush.
  
  Due to the billing and statement cycles, the owner received
  the January summary statement in Feb. 
  Based on the evidence and at the direction of the owner, management
  proceeded with billing the lower level #E and #F tenants equally for the
  unnecessary expenses. The sewage pump is only for the basement level units #*
  and #*.   Letters were then sent with the
  $1081 bill and explanation.
  
  Authority to bill:
  The lease was uploaded when the complaint was initiated, but
  the TENANT POLICY AND PROCEEDURES portion was omitted.  A copy has been included with this response
  clearly indicating plumbing charges can be billed due to negligence.  The parts have been highlighted for
  convenience.  The property owner has the
  right to be reimbursed for expenses caused directly by tenant actions.
  
  Payment Resolution:
  We understand that this bill may come as a shock to the
  tenants and we are willing to work with all parties to resolve.  The rent payment has been credited to rent
  and not to the damage bill as requested.  
  Payments may be made in increments in addition to monthly rent until the
  balance is paid.  Late fees will not
  incur if rent is paid in full and on time.    

• Initial Complaint

  Date:02/22/2023

  Type:Product 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.

  On the 16th I went a seen a property on the 17th I turned application and didn’t have the funds for the application fee it was declined I gave them a money order for half of the deposit I never a got a call saying I was approved or set a time to get keys or anything there’s no lease write up my application was never approved when I asked for the deposit before anything had been done on their end I’m a single mother my ex husband cleaned out my bank account I can’t afford to live at the place so I asked for the deposit back before anything had been approved or set up at all and they won’t give me my money back

• Initial Complaint

  Date:08/30/2022

  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.

  They are refusing to fix the electricity in our storage building (and they intentionally left out that it has a separate power source AND that it is considered commercial property). Now there is mold growing all over our belongings!
  

  Business Response

  Date: 10/25/2022

  Business Response
  It was discovered that the independent meter to the garage/storage structure had been off for over 1 year. Management was unaware that the previous residents had turned off power years before vacating. The issue has been given to ********** Electric, a licensed electrician, to handle. Permits were pulled in mid September with the city to allow necessary work to begin. The electrical contractor is responsible for scheduling directly with the residents and also with the city for final inspections. In the meantime, the roof has been repaired and further work on the interior will be necessary.