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:01/18/2024

  Type:Customer Service 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.

  9/7/23 ON the date above I received an email from my bank that my account was overdrawn by 1,647.29. Then checked my account to find that milestone apt germantown had taken this money. I then emailed the office trying to figure out why they took that amount of money out of my acct. I received a response from ******* ************ that the payment was authorized. I never authorized that payment to come out of my acct. I am on a fixed income and i am on the housing program in Montgomery co. Maryland. My rent is $34 a month the complex was bought out. So the auto payment was not set up right away. So i was paying by money order in the amount of $166.00 because i didn't know how much my rent was and or the water bill .They told me to make the money order a little more because they didn't know how long it was going to take to get everything up and running. So on the date above the apartment complex drafted 1,647.29 out of my acct i have never payed this amount of rent while on this program ******* and I were emailing back and forth with each other with her stating that I authorized that payment i would never do such thing knowing that i have other bills to pay I then was told by ******* to go to my bank to dispute the transaction because there is nothing she could do but put a credit on my housing account i wouldn't have to pay rent for a while I did what she said. The bank filed the complaint and denied it. So now the bank is taking my money once again for something i did not authorize the apartment received payment twice in September I am in a bind once again unable to pay bills in November I also have these overdraft fee that i have to deal with for something i never requested them to take out I have all of the emails I can supply to you along with bank proof as well as my rent addendum. The housing program (Hoc) for Montgomery County MD advised me to reach out to the better business bureau. I have attach corresponding emails will leasing, my bank, and hoc.

  Business Response

  Date: 01/29/2024

  --------- Forwarded message ---------
  From: *************************** <***********@milestoneapts.com>
  Date: Thursday, January 25, 2024 at 11:39:54 AM UTC-5
  Subject: Milestone Apartments- Complaint ID ********; **********************
  To: Dispute Resolution Team <[email protected]>
  Cc: leasing <[email protected]>
  

  
  
  

  Date: 01/25/2024

  
  

  Subject: Clarification on ************************ Payment Matter- Complaint ID: ********

   

  Dear BBB team,

  I hope this email finds you well. I am writing to provide context and documentation regarding a payment issue raised by ******************** on September 1, 2023.

  ******************** informed us that she initially configured recurring payments on her resident portal, intending to authorize a deduction of $34 for her rent, excluding water and sewage. However, due to an error made by her during the online authorization process, the system deducted the full amount of $1644.03 from her account.

  Upon ************************ visit to our office, we explained our inability to reverse payments and advised her that any such requests must be initiated directly through her bank. The portal payments, once processed, can only be utilized as a credit unless her bank intervenes to retract the funds.

  To provide a comprehensive overview, I have attached relevant documents, including ************************ ledger, lease agreement, notes from the incident, and email correspondences between the assistant property manager and ********************. Additionally, you will find a final email from me, the Senior Property Manager, addressing this matter.

  Please review the attached documents, and feel free to reach out if you have any further questions or require additional information.

  Thank you for your attention to this matter.

  Best regards,

  ***************************|Senior Community Manager

• Initial Complaint

  Date:03/25/2023

  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.

  DO NOT APPLY FOR A LEASE HERE! My car was towed recently as I am waiting on my registration sticker. I was out on business and out of the state for a week shortly after the expiration of my temporary registration sticker had expired. My car did not get towed the evening I came home from my business trip. The following day however, I head out to go to work, and my car is gone. As a branch manager who has to open a store for business, I could now be out of a job come Monday. It is hard to explain to your superiors that your vehicle was towed when you are awaiting your updated registration sticker from the MVA. The MVA is closed until Monday. I call the towing company and they could not help. I went into the office for the apartment complex, Milestone Apartment Homes, and they could not help. All they gave me was a piece of paper to not tow my vehicle as I am still awaiting my registration sticker for my vehicle. I now have been told to pay for the tow and that no one can help. This occurred on 3/25/23.

  Business Response

  Date: 04/11/2023

  --------- Forwarded message ---------
  From: *************************** <******************************************************************************;
  Date: Tue, Apr 11, 2023 at 10:22 AM
  Subject: Response to BBB Complaint ID: *******************
  To: [email protected] <[email protected]>
  
  

  Date: 04/11/2023

  RE: Response to BBB Complaint ID: *******************

  Dear BBB,

  Milestone apartments does not provide with parking stickers to their residents as it does not get any profits from it.

  We do not have parking reinforcement unless, there is an issue with the MVA/DMV regulation.

  The leasing office sent multiple memos via email, to all the residents, letting them know, the towing company is directly dealing with vehicles in violation with the MVA/DMV regulations; Milestone residents can park their vehicles anywhere without a permit, and the leasing office is not charging for parking. 

  We do understand this was an inconvenience to ****************.

  When **************** came to our office we have explained these regulations but he was upset and did not want to hear our explanations.

  Milestone Apartments staffs are doing their very best to ensure the community strives its very best and at the same time, enforcing all the policies to make this community a better place to live for our residents. 

  ******* Towing is solely authorized to tow any vehicles not in compliance with the MVA/DMV and Milestone Apartments owners and its staffs do not get any profits from any vehicles getting towed.

  To conclude, we believe the complaint is not reasonable, as we have sent multiple correspondences to the entire community indicating these regulations and also explained that if any vehicles are towed is at the owners expense.

  Best,